Reply To: Networking – DNS SLA

6.3 What priority would be assigned to an incident where DNS is unavailable for users on the UNM network? Is this driven on number of people affected? If DNS is unavailable there are many other services/processes dependent on this service which could impair student, faculty, or staffs ability to interact with UNM services. This is not limited to users on campus but external users such as students who need to submit information for Financial Aid or Admission to the University. I would suggest some specialized language in this section for covering DNS resolution issues and how priority will be assigned in those cases (Escalation to Service Owner, etc.)