Reply To: Datacenter – Colocation SLA


2.1.1 End-User (Department IT) Requirements to Use the Service
Request access to the Data Center via Help.UNM, with a minimum of one (1) business day prior to visit;

What happens if a critical co-location server goes down and the owner needs immediate access?

2.2.2 Specific Service Levels
Ensure bi-weekly walk-through by UNM IT to observe condition of Customer’s devices;

Does IT contact the customer if they find an issue? Does IT physically touch the machines?