Vendor relationship and contract management; liaison between campuses and vendor; support for campus IT groups and System Administration. Provide service administration and integrations with Enterprise Information System (EIS), as well as other 3rd party solutions supported by ITSS
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
Incident Response:
| Severity | Response | Target Close / Timeframe |
| Campus-wide outage | 15 Minutes | 4 Hours, 24x7 |
| Major administrative process inoperable or degraded | 30 Minutes | 6 Hours, 24x7 |
| Application feature error | 2 Hours | 12 Hours, M-F 8am-5pm |