Reply To: LoboAlerts SLA

Participant “<span style=”line-height: 1.5;”>Will utilize departmental (local) IT contact for first level triage of incidents and service requests, when available;”</span>

Is there a triage document or some troubleshooting process local IT departments should follow? I’m not sure what I would tell an end user who was having trouble with LoboAlerts other than direct them to call 7-5757.

2.2.1 “<span style=”line-height: 1.5;”>Delivery times and delivery completion cannot be guaranteed due to differences among the carriers and an individual’s location and data coverage;”</span>

This is understandable. Notifications are sometimes confusing when they are sent out for stale events. It might be good to define text messages as the avenue for active events, and e-mail or some other channel for events that are reported 12-24 hours or more after the event.

“<span style=”line-height: 1.5;”>Service uptime guaranteed by Vendor at 99.90%, subject to scheduled updates and maintenance, to be monitored by UNM IT;”</span>

Is this boilerplate, or actual? Do we want more 9s for an emergency notification system?

3.1 Billing – again boilerplate language that may not apply to this service, or should be reworded to specify who is being billed?