Common use of UNM IT Responsibilities in Support of the Service Clause in Contracts

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Setup LoboMail on smartphone devices;  Remove premium service subscriptions purchased outside the agreed-upon voice and/or data plan;  Secure disposal of devices;  Assist customers with enabling device security, when available, to protect against unauthorized access to UNM resources;  System operations, administration and network connections;  Web access to include service catalog, billing portal, self-service portal;  System level backup processes and disaster recovery;  Basic up/down system monitoring;  Friendly, courteous and efficient service;  Support services via UNM IT Service Desk;  Prompt referral of any inquiries/complaints to the appropriate responsible team;  Continuous effort to develop and improve services for all service users;  Meet response times associated with the priority assigned to incidents and Service Requests;  Document services provided in UNM IT service catalog;  Generate reports on service level performance;  Adhere to established Maintenance windows;  UNM IT will bring to the Customer’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of Customer staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to xxxx, at our standard hourly rate or expedited service rate, for additional time spent in support of services being delivered to the Customer;  Publish all scheduled maintenance via: o IT Alerts at xxxx://xx.xxx.xxx; o LoboMobile; o SYSINFO-L listserv email.

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Setup LoboMail on smartphone devicesProvide 24x7 automated monitoring of environmentals;  Remove premium service subscriptions purchased outside the agreed-upon voice and/or data planProvide redundant power (UPS and generator);  Secure disposal of devices;  Assist customers with enabling device security, when available, to protect against unauthorized access to UNM resources;  System operations, administration Provide power and network connections;  Provide secure building access; card-key controlled and restricted to authorized personnel;  UNM IT will rack, cable and label equipment;  Communicate and deactivate network access for hosts and/or network segments when infection or violation of security policies are identified;  Web access to include service catalog, billing portal, self-service portal;  System level backup processes and disaster recovery;  Basic up/down system monitoring;  Friendly, courteous and efficient service;  Support services via UNM IT Service Desk;  Prompt referral of any inquiries/complaints to the appropriate responsible team;  Continuous effort to develop and improve services for all service users;  Meet response times associated with the priority assigned to incidents Incidents and Service Requests;  Document services provided in UNM IT service catalog;  Generate reports on service level performance;  Adhere to established Maintenance windows;  UNM IT will bring to the CustomerDepartment’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of Customer Department staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to xxxx, at our standard hourly rate or expedited service rate, for additional time spent in support of services being delivered to the CustomerDepartment;  Publish all scheduled maintenance via: o IT Alerts at xxxx://xx.xxx.xxx; o LoboMobile; o SYSINFO-L listserv email.

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Setup LoboMail on smartphone devicesEnsure the backup system is available and functioning properly;  Remove premium service subscriptions purchased outside the agreed-upon voice and/or data planTrain administrators on backup system functionality;  Secure disposal of devicesReplicate backup data to an offsite location;  Assist customers with enabling device security, when available, advanced troubleshooting of backup system issues;  Upgrade backup system (excluding clients);  Communicate changes to protect against unauthorized access to UNM resourcesthe backups system and administrator responsibilities associated with changes;  System operations, administration and network connections;  Web access to include service catalog, billing portal, self-service portal;  System level backup processes and disaster recovery;  Basic up/down system monitoring;  Friendly, courteous and efficient service;  Support services via UNM IT Service Desk;  Prompt referral of any inquiries/complaints to the appropriate responsible team;  Continuous effort to develop and improve services for all service users;  Meet response times associated with the priority assigned to incidents and Service Requests;  Document services provided in UNM IT service catalog;  Generate reports on service level performance;  Adhere to established Maintenance windows;  UNM IT will bring to the CustomerDepartment’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of Customer Department staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to xxxx, at our standard hourly rate or expedited service rate, for additional time spent in support of services being delivered to the CustomerDepartment;  View IT Alerts for scheduled maintenance and outages;  Publish all scheduled maintenance via: o IT Alerts at xxxx://xx.xxx.xxx; o LoboMobile; o SYSINFO-L listserv email.:

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Setup LoboMail • Ensure the backup system is available and functioning properly; • Train administrators on smartphone devicesbackup system functionality;  Remove premium service subscriptions purchased outside • Replicate backup data to an offsite location; • Assist with advanced troubleshooting of backup system issues; • Upgrade backup system (excluding clients); • Communicate changes to the agreed-upon voice and/or data planbackups system and administrator responsibilities associated with changes;  Secure disposal of devices;  Assist customers with enabling device security, when available, to protect against unauthorized access to UNM resources;  • System operations, administration and network connections;  • Web access to include service catalog, billing portal, self-service portal;  • System level backup processes and disaster recovery;  • Basic up/down system monitoring;  • Friendly, courteous and efficient service;  • Support services via UNM IT Service Desk;  • Prompt referral of any inquiries/complaints to the appropriate responsible team;  • Continuous effort to develop and improve services for all service users;  • Meet response times associated with the priority assigned to incidents and Service Requests;  Document services provided in UNM IT service catalog;  • Generate reports on service level performance;  • Adhere to established Maintenance windows;  • UNM IT will bring to the CustomerDepartment’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of Customer Department staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to xxxx, at our standard hourly rate or expedited service rate, for additional time spent in support of services being delivered to the CustomerDepartment;  • View IT Alerts for scheduled maintenance and outages; • Publish all scheduled maintenance via: o IT Alerts at xxxx://xx.xxx.xxx; o LoboMobile; o SYSINFO-L listserv email.: