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: • 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.

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.