Reply To: Datacenter – Backup Services SLA


2 Backup fees are not listed in service catalog entry. Data storage pricing is listed, is there an additional charge for the “Backup Service” license fee? etc.

There are also no add ons lists in the service catalog entry

2.1 Should this section be under 3.1?

2.1.1 “Notify of any compromises or breaches” Why is this not a Help.UNM ticket?

2.1.2 “Backup client is not capable of backing up databases. Native database tools are required” What backup product doesn’t support this? Should UNM IT be evaluating new backup solutions?

3.1 “Basic up/down system monitoring” does this include storage monitoring?

4.1 Where is the maintenance window listed for the backup service?

5.2 “Requests will be fulfilled within fifteen (15) days” What happens in the event of an emergency for a department? 15 days seems pretty generous for responding to a service request for this service. Exception process seems overly complex with too many approvals, sounds like by the time all the approvals and sign offs were obtained we would be at 15 days for a normal service request.