Reply To: Department Specific SLA

Hi Cyndi,

We look forward to continuing to work through details with campus on service needs to improve the enterprise service and determine how incremental services could best be addressed if there is a gap (as mentioned in the original post). We are listening to the feedback on the billing language and are working to revise it to be more clear.  The current revision states:  “Upon notification, UNM IT reserves the right to bill, at our standard hourly rate or expedited service rate, for any avoidable situations in which extra time is being required of UNM IT staff”.  Feedback please.