End-Point Support: How to Request Service Level Agreement Support (SLA) at UofL

Before You Begin

• Confirm your department’s current SLA coverage or request a consultation.
• Gather information about your devices and support needs.

Instructions

Request SLA Support

• Submit a ticket for requesting or reviewing a Desktop Support Level Agreement.
  • Provide your department details and device information.

• ITS will:
  • Advise on technology purchases, imaging and support options.
  • Review and approve service agreement terms.

Access SLA Services

• Covered services include hardware/software support, antivirus, file share management and remote assistance.

Need Additional Help?

• ITS HelpDesk
• Submit a Ticket: Use the self-service portal to log requests.
• In-Person Support: Visit the iTechConnect during business hours for individual help.  Located on the lower level of the Miller Information Technology Center (MITC) - Belknap Campus.