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:  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:

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include:  Support Ensure the backup system is available and maintain cPanel and Softaculous installations and hosted serversfunctioning properly;  Track websites’ 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 visitors’ activity administrator responsibilities associated with changes;  System operations, administration and provide Users with network connections;  Web access to this datainclude service catalog, billing portal, self-service portal;  Contact Customers annually to verify System level backup processes and renew service subscriptiondisaster recovery;  Document service Basic up/down system monitoring;  Friendly, courteous and features provided in efficient service;  Support services via UNM IT service catalogService Desk;  Provide Prompt referral of any inquiries/complaints to the appropriate responsible team;  Continuous effort to develop and keep updated an online knowledge base improve services for Users on usage of cPanel, including common use cases and scenariosall 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;  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 bring to the Customers’ Department’s attention any situation in which extra time is being required of UNM IT staff to support this service services due to lack of Customers’ Department staff knowledge, planning or poor implementation practices. In these situations, UNM IT reserves the right to ▇▇▇▇ ▇, at the professional our standard hourly rate or expedited service rate outlined under Pricing and Billing rate, for additional time spent in support of services being delivered to Customersthe Department;  Maintain appropriate staff expertise in the View IT Alerts for scheduled 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 Billingoutages;  Publish all scheduled maintenance and major core cPanel upgrades including release notes via: