Partnering Agreements

All ICT services provided by the Infrastructure, Property and Technology Branch are described in detail in the ICT Service Catalogue. Service targets exist for all standard requests and incidents raised via the Service Desk in relation to the defined ICT services.

Partnering Agreements (formerly known as Service Level Agreements) are designed to enhance the business relationship that exists between Technology Services and its business partners by defining the terms and responsibilities of the parties, the agreed levels of service, and where applicable, the costs of the service.

All agreements are based on a standard contract and contain information about the areas of service provided, the key performance indicators (KPIs) and the costing models.