The purpose of this policy is to ensure that there are defined and documented IT services, service times and user-agreed metrics for objective evaluation of the services provided.

According to this policy, IT staff apply appropriate focus on problem areas with declining service-level measurements and user expectations are set for IT system availability, performance and problem handling. IT technical support and IT operations are responsible for working with end users to produce an IT service-level agreement, and IT technical support staff are responsible for monitoring and reporting on the attained service levels as documented in the service-level agreement.