{"id":5,"date":"2026-05-13T14:10:01","date_gmt":"2026-05-13T18:10:01","guid":{"rendered":"https:\/\/web.uri.edu\/sla\/home\/"},"modified":"2026-07-01T14:26:29","modified_gmt":"2026-07-01T18:26:29","slug":"home","status":"publish","type":"page","link":"https:\/\/web.uri.edu\/sla\/","title":{"rendered":"Home"},"content":{"rendered":"\n<p class=\"type-intro\">Service Level Agreements at the University of Rhode Island articulate the expectations of performance between certain offices across the University and academic colleges. These agreements establish a consistent process for the delivery of services to academic colleges while establishing parameters for accountability for both the service providers and the units requesting services.<\/p>\n\n\n\n<p>Service Level Agreements establish descriptions of services, levels of service (including enumeration of Standard and Specialized Services), service resolution and\/or cycle times, and rates for additional, non-standard Specialized Services; and define the management, evaluation, escalation procedures, and feedback processes for all involved parties to facilitate continuous process and service improvement.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Guiding Principles<\/h2>\n\n\n\n<p>The development of Service Level Agreements is aligned with the University\u2019s current strategic plan, <a href=\"https:\/\/web.uri.edu\/president\/strategic-plan\">Focus URI<\/a>, Priority 4: Power the University of the Future, with particular attention to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Goal 2<\/strong>: \u201cMaximize the University\u2019s physical assets and strategically utilize campuses in a manner that promotes a \u2018One University\u2019 philosophy\u201d; and<\/li>\n\n\n\n<li><strong>Goal 5<\/strong>: \u201cImprove the efficiency of administrative processes and foster a commitment to service excellence.\u201d<\/li>\n<\/ul>\n\n\n\n<p>The guiding principles of this SLA include the development of transparency and accountability for transactions between University units to ensure a predictable experience for all parties. These SLAs are also designed to provide equitable service across the University and be developed to minimize exceptions to those services.<\/p>\n\n\n\n<p>Service Level Agreements:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Clarify roles and responsibilities of all parties;<\/li>\n\n\n\n<li>Delineate services provided, guidelines for service initiation, and escalation procedures, and establish performance standards;<\/li>\n\n\n\n<li>Leverage resources for the good of the entire institution, striving for efficiency and effectiveness while limiting redundancies and ineffective solutions and\/or services;<\/li>\n\n\n\n<li>Reflect services able to be offered at current funding and staffing levels;<\/li>\n\n\n\n<li>Are designed to support continuous improvement for all parties and provide a vehicle for resolving conflicts.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Service Level Agreements<\/h2>\n\n\n\n<p>The University currently has Service Agreements in place between all academic colleges and the following offices:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>External Relations and Communications<\/li>\n\n\n\n<li>Human Resources<\/li>\n\n\n\n<li>Facilities Operations<\/li>\n\n\n\n<li>Information Technology Services<\/li>\n\n\n\n<li>Strategic Procurement<\/li>\n\n\n\n<li>Research and Economic Development<\/li>\n<\/ul>\n\n\n<a class=\"cl-button   prominent\" href=\"https:\/\/uri0-my.sharepoint.com\/shared?id=%2Fsites%2FSLAsURIPublic%2FShared%20Documents%2FGeneral%2FCurrent%20SLAs&#038;listurl=https%3A%2F%2Furi0%2Esharepoint%2Ecom%2Fsites%2FSLAsURIPublic%2FShared%20Documents&#038;viewid=13f3e776%2Dab77%2D4985%2Da7b1%2D6b5e53b21019\" title=\"\">View Agreements\n(Requires URI SSO)<\/a>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service Level Agreements at the University of Rhode Island articulate the expectations of performance between certain offices across the University and academic colleges. These agreements establish a consistent process for the delivery of services to academic colleges while establishing parameters for accountability for both the service providers and the units requesting services. Service Level Agreements [&hellip;]<\/p>\n","protected":false},"author":1338,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-5","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/pages\/5","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/users\/1338"}],"replies":[{"embeddable":true,"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/comments?post=5"}],"version-history":[{"count":4,"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/pages\/5\/revisions"}],"predecessor-version":[{"id":25,"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/pages\/5\/revisions\/25"}],"wp:attachment":[{"href":"https:\/\/web.uri.edu\/sla\/wp-json\/wp\/v2\/media?parent=5"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}