As part of ISC’s Priorities Program, we are drafting Service Level Agreements (SLAs) for each ISC service to clarify the service levels clients can expect.
Completed SLAs appear on their respective services’ detail pages, as well as in the lists below.
Alphabetical List of SLAs
- Access Management Services
- Active Directory
- Application Development and Delivery
- BackItUp
- Backup for Desktop and Laptop (BDL)
- Broadcasting Studio
- Brokered Products
- Classlists
- Classroom Technology Services
- Cloud Solutions
- Contact Center
- Data Analytics
- Data Center Services
- Data Integration Development & Delivery
- Database & Middleware Services
- Endpoint Management
- Firewall Services
- HireIT
- Identity Management Services
- Information Security Services
- IT Community Events
- Knowledge Link
- Live Video Streaming
- Lynda.com
- Network Design & Installation
- Network Names & Numbers
- Penn Email Routing
- Penn Video Network
- Penn+Box
- PennNet
- PennNet Ethernet Ports
- PennNet Mailing Lists
- PennNet Phone
- PennO365
- Provider Support Services
- Recovery Services
- Secure Share
- SMTP-Relay
- Storage
- Systems Support & Consulting
- Tech Center
- Technology Forecasting
- Traditional Telephony
- Video Content Management
- Video Production
- Virtual Desktop
- Virtual Server Hosting
- Web Services
- Wireless at Penn
Service Level Agreements are evolving towards conducting an annual refresh for each SLA, with SLA refreshes taking place across the year in the following quarterly groupings:
Fiscal Year Q1 (July-September)
- BackItUp
- Data Center Services
- Firewall Services
- SMTP-Relay
- Traditional Telephony
- Video Content Management
Fiscal Year Q2 (October-December)
- Active Directory
- Broadcasting Studio
- Data Integration Development & Delivery
- Information Security Services
- Network Design & Installation
- Penn Video Network
- Recovery Services
- Systems Support & Consulting
- Virtual Server Hosting
Fiscal Year Q3 (January-March)
- Application Development and Delivery
- Backup for Desktop and Laptop (BDL)
- Brokered Products
- Classlists
- Cloud Solutions
- Data Analytics
- Database & Middleware Services
- HireIT
- Identity Management Services
- Live Video Streaming
- Lynda.com
- Network Names & Numbers
- Penn Email Routing
- PennNet
- PennNet Mailing Lists
- Video Production
- Virtual Desktop
- Web Services
Fiscal Year Q4 (April-June)
We welcome your questions and feedback at: services-isc@lists.upenn.edu