Service Level Agreements (SLAs)

SLAs are designed to enhance the business relationship that exists between ITS 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 SLAs are based on a standard contract and contain information about the areas of service provided, the key performance indicators (KPIs) and the costing models. Full details can be found, on specific services, in the ITS Customer Services and Support Handbook (pdf 50kB).