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: • 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.

UNM IT Responsibilities in Support of the Service. UNM IT responsibilities and/or requirements in support of this SLA include: • Overall Forest System operations, administration 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 managementnetwork connections; • The creationWeb access to include service catalog, notification billing portal, self-service portal; • System level backup processes and subsequent implementation of customer specific GPOs is completed by disaster recovery; • Basic up/down system monitoring; • Friendly, courteous and efficient service; • Support services via UNM IT upon request by Department ITService Desk; • Active Directory system state backups and restoresPrompt referral of any inquiries/complaints to the appropriate responsible team; • Participation in scheduled Disaster Recovery Continuous effort to develop and Business Continuity Plan testing as requiredimprove services for all service users. • Meet response times associated with the priority assigned to incidents and Service Requests; • Document services provided in UNM IT Generate reports on service cataloglevel performance; • Adhere to established Maintenance windows; • 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.