Skip to main content
Penn Information Systems & Computing Systems Logo
  • Get Started
    • IT Staff
    • Faculty
    • Staff
    • Students
    • Alumni & Guests
    • ISC Staff
  • Services
    • Accounts, Access & Security
      • Active Directory
      • Central Authentication & Authorization
        • CAA: Our Mission, Vision & Offerings
      • Identity Management Services
      • Information Security Services
      • Security Logging Service
      • Two-Step Verification
    • Applications & Data Analytics
      • Application Development & Delivery
      • Data Analytics
        • Data Analytics at Penn
      • Data Warehouse
      • Enterprise Integration Development & Delivery
    • Backup, Storage & Platforms
      • BackItUp
      • Backup for Desktop & Laptop
      • Data Center Hosting
      • Database Services
      • Endpoint Management
      • Recovery Services
      • Virtual Desktop
      • Virtual Server Hosting
    • Community, Support & Learning
      • Classroom Technology Services
      • IT Orientation
      • Knowledge Link
      • Lab Rentals
      • Lunchtime Learning
      • Lynda.com
      • Provider Support Services
      • Tech Center
      • Training
    • Consulting & Professional Services
      • HireIT
      • Project & Program Management
      • Systems Support & Consulting
      • Technology Forecasting
    • Email, Calendaring & Collaboration
      • Classlists
      • Forward-Only
      • Penn+Box
      • PennNet Mailing Lists
      • PennO365
      • SMTP-Relay
      • Secure Share
    • Networks & Connectivity
      • Firewall Services
      • MAGPI
      • Network Design & Installation
      • Network Names & Numbers
      • PennNet
      • PennNet Ethernet Ports
      • Wireless at Penn
    • Phone, TV & Video
      • Broadcasting Studio
      • Contact Center
      • Digital Signage
      • Live Video Streaming
      • Penn Video Network
      • Penn on iTunes U
      • PennNet Phone
      • Traditional Telephony
      • Video Content Management
      • Video Production
        • Producing Video Content
    • Web Hosting
      • Web Services
    • — Services A to Z —
    • — Service Rates —
    • — Service Level Agreements —
  • Security
    • Office of Information Security
    • Security Services
    • Special Projects
    • Policies & Procedures
    • Training & Awareness
    • About the OIS
  • Collaborations
    • Identity & Access Management
    • Cloud First
    • IT Advisory Groups
      • Common Solutions
      • IT Planning Task Force
        • About ITPTF
      • IT Roundtable
      • Network Policy Committee
    • Special Interest Groups (SIGs)
      • Audio-Visual (AV-SIG)
      • Cloud Computing (Cloud-SIG)
      • Data Visualization (DataViz-SIG)
      • Developer SIG (Dev-SIG)
      • High-Performance Computing (HPC-SIG)
      • Instructional Technology SIG
      • Linux SIG
      • Macintosh Networking Group (MacNet)
      • Mobile Technologies (Mobile-SIG)
      • O365 Special Interest Group
      • PC Networking Group (PC-Net)
      • Project Partners SIG
      • Security SIG
      • Social Media SIG
      • Splunk Special Interest Group
      • Super User Group (SUG)
      • Web SIG
    • Technology Services Strategy Review Board
    • Project Management Office
  • News
  • Events
  • About
    • Overview
    • Leadership & Groups
    • Purpose & Values
    • ISC Priorities Program
    • Recognition
    • Tech Jobs @ Penn
    • Contact Us
  • Hot Topics
  • Get Help
    • Support Center
    • Contact ISC Client Care
    • Rates for All Services
  • Find my LSP
  • Penn
System Status

Search form

You are here

Home » Services » — Service Level Agreements —
  • Get Started
    • IT Staff
    • Faculty
    • Staff
    • Students
    • Alumni & Guests
    • ISC Staff
  • Services
    • Accounts, Access & Security
      • Active Directory
      • Central Authentication & Authorization
        • CAA: Our Mission, Vision & Offerings
      • Identity Management Services
      • Information Security Services
      • Security Logging Service
      • Two-Step Verification
    • Applications & Data Analytics
      • Application Development & Delivery
      • Data Analytics
        • Data Analytics at Penn
      • Data Warehouse
      • Enterprise Integration Development & Delivery
    • Backup, Storage & Platforms
      • BackItUp
      • Backup for Desktop & Laptop
      • Data Center Hosting
      • Database Services
      • Endpoint Management
      • Recovery Services
      • Virtual Desktop
      • Virtual Server Hosting
    • Community, Support & Learning
      • Classroom Technology Services
      • IT Orientation
      • Knowledge Link
      • Lab Rentals
      • Lunchtime Learning
      • Lynda.com
      • Provider Support Services
      • Tech Center
      • Training
    • Consulting & Professional Services
      • HireIT
      • Project & Program Management
      • Systems Support & Consulting
      • Technology Forecasting
    • Email, Calendaring & Collaboration
      • Classlists
      • Forward-Only
      • Penn+Box
      • PennNet Mailing Lists
      • PennO365
      • SMTP-Relay
      • Secure Share
    • Networks & Connectivity
      • Firewall Services
      • MAGPI
      • Network Design & Installation
      • Network Names & Numbers
      • PennNet
      • PennNet Ethernet Ports
      • Wireless at Penn
    • Phone, TV & Video
      • Broadcasting Studio
      • Contact Center
      • Digital Signage
      • Live Video Streaming
      • Penn Video Network
      • Penn on iTunes U
      • PennNet Phone
      • Traditional Telephony
      • Video Content Management
      • Video Production
        • Producing Video Content
    • Web Hosting
      • Web Services
    • — Services A to Z —
    • — Service Rates —
    • — Service Level Agreements —
  • Security
    • Office of Information Security
    • Security Services
    • Special Projects
    • Policies & Procedures
    • Training & Awareness
    • About the OIS
  • Collaborations
    • Identity & Access Management
    • Cloud First
    • IT Advisory Groups
      • Common Solutions
      • IT Planning Task Force
        • About ITPTF
      • IT Roundtable
      • Network Policy Committee
    • Special Interest Groups (SIGs)
      • Audio-Visual (AV-SIG)
      • Cloud Computing (Cloud-SIG)
      • Data Visualization (DataViz-SIG)
      • Developer SIG (Dev-SIG)
      • High-Performance Computing (HPC-SIG)
      • Instructional Technology SIG
      • Linux SIG
      • Macintosh Networking Group (MacNet)
      • Mobile Technologies (Mobile-SIG)
      • O365 Special Interest Group
      • PC Networking Group (PC-Net)
      • Project Partners SIG
      • Security SIG
      • Social Media SIG
      • Splunk Special Interest Group
      • Super User Group (SUG)
      • Web SIG
    • Technology Services Strategy Review Board
    • Project Management Office
  • News
  • Events
  • About
    • Overview
    • Leadership & Groups
    • Purpose & Values
    • ISC Priorities Program
    • Recognition
    • Tech Jobs @ Penn
    • Contact Us
  • Hot Topics
    • Positioning Penn for the Future of IT
    • Five University Client Trends For Q2/2015
    • Security & Privacy Tip: What to Do if You’ve Been Hacked
    • Security & Privacy Tip: Two-factor global traveler tip
    • Security & Privacy Tip: Celebrate Data Privacy Month!
    • Security & Privacy Tip: Year in Review
    • Security & Privacy Tip: Traveling Securely
    • Security & Privacy Tip: Mobile Device Security
  • Get Help
    • Support Center
    • Contact ISC Client Care
    • Rates for All Services
      • Active Directory - Rates
      • Allocated Funding
      • BackItUp - Rates
      • Broadcasting Studio - Rates
      • Contact Center - Rates
      • Data Center Hosting - Rates
      • Database Administration Services - Rates
      • Database Consulting - Rates
      • Direct Billed (Central Service Fee)
      • Endpoint Management - Rates
      • Enterprise Application Development & Delivery - Rates
      • Enterprise Integration Development & Delivery - Rates
      • Forward-Only Rates
      • HireIT - Rates
      • Lab Rentals - Rates
      • Live Video Streaming - Rates
      • Lynda.com - Rates
      • MAGPI - Rates
      • Network Design & Installation - Rates
      • Network Names & Numbers - Rates
      • Penn Video Network - Rates
      • PennNet - Rates
      • PennNet Ethernet Ports - Rates
      • PennNet Mailing Lists - Rates
      • PennNet Phone - Rates
      • PennO365 - Rates
      • Project & Program Management - Rates
      • Recovery Services - Rates
      • SMTP-Relay - Rates
      • Shared Database Service - Rates
      • Systems Support & Consulting - Rates
      • Traditional Telephony - Rates
      • Training - Rates
      • Video Content Management - Rates
      • Video Production - Rates
      • Virtual Desktop - Rates
      • Virtual Server Hosting - Rates
      • Wireless at Penn - Rates
      • Rates for Direct Bill Clients

Photo: Eric Sucar, University Communications

Service Level Agreements

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 list below.

  • Active Directory
  • Application Development and Delivery
  • BackItUp
  • Backup for Desktop and Laptop (BDL)
  • Broadcasting Studio
  • Contact Center
  • Data Center Hosting
  • Data Integration Development & Delivery
  • Database Services
  • Endpoint Management
  • Firewall Services
  • Forward-Only
  • HireIT
  • Identity Management Services
  • Information Security Services
  • Knowledge Link
  • Lynda.com
  • Network Design & Installation
  • Network Names & Numbers
  • Penn Video Network
  • Penn+Box
  • PennNet
  • PennNet Ethernet Ports
  • PennNet Mailing Lists
  • PennNet Phone
  • PennO365
  • Project Program Management
  • Recovery Services
  • SMTP-Relay
  • Systems Support & Consulting
  • Tech Center
  • Technology Forecasting
  • Traditional Telephony
  • Training
  • Video Content Management
  • Video Production
  • Virtual Desktop
  • Virtual Server Hosting
  • Web Services
  • Wireless at Penn

Contact us

We welcome your questions and feedback at: priorities-program@isc.upenn.edu

Share:
Print
  • Computing Policies
  • Tech Jobs @ Penn
System Status

© 2019 THE UNIVERSITY OF PENNSYLVANIA — | 3401 Walnut Street | Philadelphia, PA 19104 - For ISC Staff