February 12, 2016 at 11:15 am
#148
steely
Participant
Re: 8:
you replied,
“…communication with UNM IT for questions/tech support are not billed (to my knowledge). This provision refers to where “professional service” work is done. Example of professional services: web development (code writing), web support (making sure your WordPress is updated for you), etc.”
I think it would be good to spell this out in the SLA — the difference between professional services by IT and communication with IT. I’ve benefited greatly from being able to communicate with IT staff, even to learn a correct procedure, and was afraid this SLA meant that was now to incur a charge.
I think it would be best to notify a user before charges are incurred.
- This reply was modified 8 years, 5 months ago by steely.