Service Level Agreement Definition of Reasonable Efforts
Definition:
"Reasonable Efforts”means, with respect to a given service, the efforts that a reasonable person in the position of the promisor, UWB IT, would use so as to achieve that goal as expeditiously as possible.
What this means for you and UWB:
(Please note that these are just examples for reference)
- Oncall response
UWB IT Network Operations members are available for oncall after hours support for core service outages. However no member of NetOps is currently dedicated as an oncall person. We all attempt to cover any issues as they arise but we sometimes don't hear a pager at 3AM or we are on I5 driving to our friends BBQ at noon on the weekend making getting to a computer a bit difficult. We also have to factor in life-safety (did the campus lose power in the middle of a snow storm?)issues when responding which may delay recovery. We do take these services seriously and will make a reasonable effort to respond and restore services.
- Service Outage
In these situations, UWB IT will take reasonable efforts to get the service running again. This means triaging the incident and coming up with a repair or a workaround to restore full or partial service expectations.
- Hosted Services Outage
These are services we use (UW Google Apps, the network infrastructure at UWB, Catalyst, Canvas, Tegrity) that are hosted by someone else. In these situations, UWB IT will take reasonable efforts to get the service running again. This means working with the vendor to enact a repair or a workaround to restore full or partial service expectations. In many situations, UWB is not the contract holder and is only a subscriber to a service at UW Seattle. These services are typically managed by UW Technology and outage response is managed by their helpdesk organization.
- Network Outage
Please review the section on Hosted Services Outage