Common use of Service Request Response Clause in Contracts

Service Request Response. ‌ For all requests, UNM IT’s objective is to acknowledge and assign requests within twelve (12) business hours of receipt. Requests will be fulfilled within seven (7) days. Campus priorities may require exceptions during certain times of the Academic year. 6 Incidents‌ An incident is defined as any interruption in the normal functioning of a service or system. 6.1 Incident Report‌ Incidents can be reported using Help.UNM at xxxxx://xxxx.xxx.xxx or by calling the UNM IT Service Desk during business hours at 505.277.5757. For service outages after hours, call 000.000.0000 and select Option #3 to leave a message for the Manager on Duty (MOD). The MOD will contact the appropriate service technician to help resolve the service outage. Time spent on resolving incidents that are end-user caused will be billed to the appropriate party at current hourly rate, including travel time. Material will be billed along with any associated expenses incurred to remedy the Incident. 6.2 Incident Response‌ Response time objectives for incidents reported to UNM IT are as follows: Priority 1 (P1) is acknowledged, accepted and resolved within four (4) clock hours. Priority 2 (P2) is acknowledged, accepted and resolved within one (1) business day. Priority 3 (P3) is acknowledged, accepted and resolved within four (4) business days. Priority 4 (P4) is acknowledged, accepted and resolved within nine (9) business days.

Service Request Response. ‌ For all requests, UNM IT’s objective is to acknowledge and assign requests within twelve (12) business hours of receipt. Requests will be fulfilled within seven (7) days. Campus priorities may require exceptions during certain times of the Academic year. 6 Incidents‌ An incident is defined as any interruption in the normal functioning of a service or system. 6.1 Incident Report‌ Incidents can be reported using Help.UNM at xxxxx://xxxx.xxx.xxx or by calling the UNM IT Service Desk during business hours at 505.277.5757. For service outages after hours, call 000.000.0000 and select Option #3 to leave a message for the Manager on Duty (MOD). The MOD will contact the appropriate service technician to help resolve the service outage. Time spent on resolving incidents Incidents that are end-user customer caused will be billed to the appropriate party at current hourly rate, including travel time. Material will be billed along with any associated expenses incurred to remedy the Incident. 6.2 Incident Response‌ Response time objectives for incidents reported to UNM IT are as follows: Priority 1 (P1) is acknowledged, accepted and resolved within four (4) clock hours. Priority 2 (P2) is acknowledged, accepted and resolved within one nineteen (119) business dayclock hours. Priority 3 (P3) is acknowledged, accepted and resolved within four three (4) business days. Priority 4 (P4) is acknowledged, accepted and resolved within nine (93) business days.