Reply To: External Vendor SLA


If I understand correctly then, “UNM IT” in this document refers exclusively to the “Central UNM IT department”, and not to UNM IT services in general. My concern related to the lack of specificity in this document has to do with the definition of “Enterprise services” as defined by KSA – a service offered exclusively by a central entity. By extension “Exclusive” would suggest that other departments do not offer this service.

As it relates to provisioning of IT service by contract to external entities, “UNM Central IT” is not an exclusive provider in the current state. There are many contracts and grants at UNM that are providing IT Consulting and Professional services to other areas. UNM Extended Learning, for instance, has multimillion dollar contracts with the state of NM to run programs for PED and CYFD, and a portion of those contracts has IT services provided at the department level specified. The definition of this gets even muddier when research funded projects are considered.

This SLA seems fine if it is defining the services offered by one UNM department. If it is defining an enterprise process for anyone engaged in providing IT services to external agencies, it needs more work.