Table of Contents: The following content applies to all individual service level agreements (SLA).  The SLA's for each service can be found linked on the menu to the left.

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Dr. Mat Nelson
Director of Technology
Buffalo-Hanover-Montrose Schools

  1. Executive Summary
    1. Purpose:  Technology is increasingly critical to virtually all activities and services whether or not they are administered by Technology and  Information Services Department (TIS) or external providers.  The systems needed to provide adequate and secure facilities for equipment and critical data have become essential to support the demands of our organization.  The TIS Department and stakeholder team have developed a service level plan that is adaptable to the various needs of the provided services.  The purpose of this Service Level Agreement (SLA) is to establish a partnership/agreement between TIS Department and the stakeholders to define services to ensure critical systems and data are properly maintained.
    2. Process: SLAs are written when new technology services are implemented within the district that are supported by or interact with district infrastructure. A stakeholder team meets with IT staff to draw up a collaborative agreement which describes, defines or categorizes the service, identifies stakeholders and support structures, and sets service times and assurances.  Each SLA is reviewed on an annual basis to service levels are met and to identify efficiencies or changing required service levels as the district's needs mature.
    3. Scope:  The BHM SLA's cover all IT hardware and software that is provided as a centralized service.  This includes services hosted within the data center, the network, and cloud-based services supported by the district.  It does not include user level workstations or devices.
  2. Contract Duration
    1. The terms of the service level agreements will automatically renew on an annual basis.  Each agreement will be reviewed by a team annually and comments will be noted of changes.
    2. Each service level will be measured in the spring during the annual technology review of goals and services.  The measurements will be used to ensure effective and efficient operations.  If assurances are not met notes will be made in the contract that will be used upon the annual review.
  3. Rules for Changes and Review
    1. Changes within the IT Infrastructure may arise re-actively in response to problems, externally imposed requirements or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, etc...  Changes will be recorded and communicated to service managers and all other parties affected by the change.  Changes will be evaluated by the Change Management Committee prior to implementation.  A implementation plan will be developed including back-out processes etc. in accordance with the TIS change management process.
    2. Review process: Review of all services will take place according to the service provided requirements in the sub SLA's.  The SLA's will be reviewed no less then annually with all parties involved. The final process of any change will be to review the SLA for that service to make sure it is up to date and reflect the changes and all parties are in agreement.
  4. Rules for Termination
    1. Termination of any service will be communicated and agreed to by all parties involved.  Effects on terminating a service on other services will be analyzed prior to termination of that service.  
  5. Service-Level Definitions
    1. Definitions:
      1. Critical/Major Service: A service that has a high impact across the district and significantly impacts other Critical or Primary services.
      2. Significant/Primary: A service that on its own is essential to the district to carry on business.
      3. Minor or Secondary: A service that on its own provides a benefit to efficient and effective operations of the district.
      4. Specific service-level measurements: Tools used within service level agreements that are effective to measure the service being provided.  These can change with server location, server type, and hosting or infrastructure environment.
      5. Unscheduled Downtime: Any downtime that was not initiated by the BHM Technology Staff.
      6. Scheduled and Unscheduled Maintenance: Scheduled maintenance is that which the staff anticipated and was able to plan for.  Unscheduled maintenance can occur when systems fail or after unscheduled downtime occurs in order to return services to their proper functioning state.
      7. Severity and priority codes may be used to indicate how resources will be allocated if they are required simultaneously across multiple systems.  These codes will be for BHM Technology Staff to guide maintenance or recovery procedures and process.

Appendices Attached Below:
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