UNM IT Responsibilities in Support of the Service Sample Clauses

This clause defines the obligations and duties of the University of New Mexico's Information Technology (UNM IT) department in providing support for the specified service. It typically outlines the types of support UNM IT will offer, such as technical assistance, maintenance, troubleshooting, and system updates, and may specify response times or escalation procedures. By clearly delineating these responsibilities, the clause ensures that both parties understand the level of support to expect, thereby minimizing misunderstandings and helping to maintain consistent service quality.
UNM IT Responsibilities in Support of the Service. ‌ UNM IT responsibilities and/or requirements in support of this SLA include: • Gather, document and translate UNM requirements as it relates to Enterprise IT Vendor Relationship Management; • Coordinate with legal, purchasing and external entities as necessary; • Management of strategic sourcing requirements; • 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;
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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 ▇▇▇▇, 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 ▇▇▇▇://▇▇.▇▇▇.▇▇▇; o LoboMobile; o SYSINFO-L listserv email.
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UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Support 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 and keep updated an online knowledge base for Users on usage of cPanel, including common use cases and scenarios;  Meet response times associated with the priority assigned to Incidents and Service Requests;  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 not restore a snapshot for the sole purpose of recovering specific Users’ files or databases.  Bring to the Customers’ attention any situation in which extra time is required of UNM IT staff to support this service due to lack of Customers’ staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to ▇▇▇▇ at the professional 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 maintenance 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:
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UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include: • Overall Forest and Domain architecture, design and maintenance; o Domain controller implementation, security and management; schema management; group policies; replication topology; sites and services; trust relationships; DNS (Domain Name Service); OU design and management; delegation of rights; built-in group management; forest and domain security; directory based account management; • The creation, notification and subsequent implementation of customer specific GPOs is completed by UNM IT upon request by Department IT; • Active Directory system state backups and restores; • Participation in scheduled Disaster Recovery and Business Continuity Plan testing as required; • Document services provided in UNM IT service catalog; • Notify the Department of any situation in which extra time is being required of UNM IT staff due to lack of Department staff knowledge, planning or poor implementation practices. UNM IT reserves the right to bill, at our standard hourly rate or expedited service rate, for this additional support; • Communicate any changes to services to the appropriate UNM audience; • Publish all scheduled maintenance via: o IT Alerts at ▇▇▇▇://▇▇.▇▇▇.▇▇▇; o LoboMobile; o SYSINFO-L listserv email.
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UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include: • Provision a UNM email account upon creation of NetID account; • Provide a temporary NetID password for users when the password has been forgotten; • Account access and authorization is derived from Banner status; • Communicate password expiration, via email 30, 15, 7, 2 and one day before password is due to expire; • Delete NetID accounts 65 days after Banner ID status is set to inactive; o Student NetID accounts will be set to inactive (excluding Summer session) after three concurrent, non-enrolled semesters; o Staff, Faculty and Retiree NetID accounts will be set to inactive after separation. • 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; • Publish all scheduled maintenance via: o IT Alerts at ▇▇▇▇://▇▇.▇▇▇.▇▇▇; o LoboMobile; o SYSINFO-L listserv email.
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UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include: • Gather, document and translate UNM requirements as it relates to IT hardware contracts; • Assemble a representative group to participate in development of RFP and view of vendor responses; • Develop RFPs and coordinate reviews of vendor responses; • Coordinate with legal, purchasing, and IT vendors as necessary; • Provide contract information, in coordination with UNM Purchasing, to departments; • Communicate changes to and additions of master IT hardware contracts to UNM community; • Follow requirements established in UNM IT’s Enterprise IT Vendor Relationship Management SLA; • 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.
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UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include: • Ensure the backup system is available and functioning properly; • Train administrators on backup system functionality; • Replicate backup data to an offsite location; • Assist with advanced troubleshooting of backup system issues; • Upgrade backup system (excluding clients); • Communicate changes to the 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; • 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 ▇▇▇▇, 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:
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Related to UNM IT Responsibilities in Support of the Service

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