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:  Provide 24x7 automated monitoring of environmentals;  Provide redundant power (UPS and generator);  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;  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;  Generate reports on service level performance;  Adhere to established Maintenance windows;  UNM IT will bring to the Department’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of 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 Department;  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:  Provide 24x7 automated monitoring of environmentalsSupport and maintain cPanel and Softaculous installations and hosted servers;  Track websites’ and visitors’ activity and provide Users with access to this data;  Contact Customers annually to verify and renew service subscription;  Document service and features provided in UNM IT service catalog;  Provide redundant power (UPS and generator);  Provide power keep updated an online knowledge base for Users on usage of cPanel, including common use cases 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;  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 usersscenarios;  Meet response times associated with the priority assigned to Incidents and Service Requests;  Generate reports on service level performance;  Adhere to established Maintenance windows;  Provide basic system level backup processes and disaster recovery for cPanel servers: o UNM IT reserves the right to revert a cPanel server to a previous, known-good snapshot if required to restore service (can result in loss of users’ data if separate files/database backups are not performed by Users – see Web Admins/Developers requirements); o UNM IT will bring not restore a snapshot for the sole purpose of recovering specific Users’ files or databases.  Bring to the Department’s Customers’ attention any situation in which extra time is being required of UNM IT staff to support services this service due to lack of Department Customers’ staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to xxxx, xxxx at our standard hourly the professional service rate or expedited service rate, outlined under Pricing and Billing for additional time spent in support of services being delivered to Customers;  Maintain appropriate staff expertise in the Departmentmaintenance and support of service;  Provide training, consulting, application development, and support services on a case by case basis at the professional rate outlined under Pricing and Billing;  Publish all scheduled maintenance and major core cPanel upgrades including release notes 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:  Provide 24x7 automated monitoring of environmentalsEnsure the backup system is available and functioning properly;  Provide redundant power Train administrators on backup system functionality;  Replicate backup data to an offsite location;  Assist with advanced troubleshooting of backup system issues;  Upgrade backup system (UPS and generatorexcluding clients);  Provide power Communicate changes to the backups system and administrator responsibilities associated with changes;  System operations, administration 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;  Generate reports on service level performance;  Adhere to established Maintenance windows;  UNM IT will bring to the Department’s attention any situation in which extra time is being required of UNM IT staff to support services due to lack of 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 Department;  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.: