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PAGE 6 b Service Level Hours of Operation. Service Hours of Operation Comments 7 00 a.m. to 6 00 p.m. CST Monday through Friday Contact the Service Desk at XXXXXX-XXXX or toll free at 1-800-xxxxxxx or e-mail at xxxxx xxxxxxx. 18. Service Levels and Severity Categories. The following table summarizes the service levels related to TCC/ ESC NAME support of LEA NAME. ESC NAME will provide the Deliverables to LEA NAME on or prior to the dates set forth in the Baseline Plan the Maintenance and...
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A service level agreement (SLA) between a local education agency (LEA) and a service provider outlines the level of service expected and the responsibilities of both parties.
LEAs and their service providers are required to file a service level agreement.
LEA service level agreements can be filled out by detailing the services to be provided, performance expectations, responsibilities, and reporting requirements.
The purpose of an LEA service level agreement is to ensure that both parties understand their obligations and to provide a framework for managing service delivery.
Information such as service descriptions, performance metrics, reporting intervals, escalation procedures, and contact information must be reported on an LEA service level agreement.
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