Electronic Forms (eForms)

Base Level Services: 

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

Service Level: 

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
Customers Served: