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

Summary

UofL ITS offers desktop support through Service Level Agreements (SLA) for departments. SLA coverage includes lifecycle support, imaging, antivirus, file share management and hardware purchasing.

Body

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.

Details

Article ID: 20153

Created

Fri 10/10/25 10:46 AM

Modified

Mon 6/29/26 2:58 PM

Related Services / Offerings

Related Services / Offerings (1)

Desktop Support Level Agreements (SLA)

A Service Level Agreement (SLA) provides full technology lifecycle support on all university owned computers, laptops and tablets for a one-year. Or consider a consultation on different options for technology support for units and departments (not already under contract with the Desktop Support team) including services at an hourly rate.