Classroom and Lab Support SLA

version 1.0 07.2024


This service level agreement defines technical support services provided by ETS on behalf of our Partners for Supported Spaces over the Service Term. Services not covered by this agreement fall outside the scope of support. Partners may adjust these responsibilities through a separate MOU.


Amendment Process

Amendments to this agreement require a separate MOU, with director approval from ETS and Partner.

Termination Process

Either party may terminate this agreement by providing written notification to the other party ninety (90) days in advance of termination.

ETS Provides

Computer Hardware Support


Setup and Installation

Troubleshooting, Repair, and Support

Asset Management

Operating System Support

Deployment and Configuration



Software Support

Requests, Packaging, Installation and Deployment

License Management

User Integration

Audio/Visual Support

General Maintenance

Incident and Problem Management

Partner Expectations

Contact ETS

Response Times

SeverityDescriptionETS Initial ResponseETS Target Resolution
HighCritical. Computer or essential software completely unusable30 minutes1 hour*
MediumSlowness, intermittent usability, non-essential functionality unavailable1 hour1 business day*
LowIntermittent functionality unavailable with workaround employed4 hours7 business days*
RequestUpdate or change lab, classroom, or equipment4 hours10 business days*

*During Business Hours. If the complexity of the resolution warrants a delay, Partner will be informed of the additional effort required and an anticipated completion date will be communicated.

All incidents and requests should be reported using the ETS contact information. Upon receipt, ETS will determine request severity and communicate this to the Partner. ETS will provide email updates to Partner until the incident is resolved.