Reply To: Enterprise Service Exception Process

Hi Patrick,

I started a separate thread on this topic (which you found).  Sorry for not picking up on your comments here before I did that.  The thread can be found at http://discuss.unm.edu/document/department-specific-sla/ .  Standard language is being incorporated in the SLA template to address requests for exception.  The current proposed language is, “To request exceptions to defined service levels based on exceptional business needs, please email
cio@unm.edu. The Office of the CIO/UNM IT will respond to the message within 5 business days and
escalate any mutually agreed upon exceptions to the appropriate Department Executive Vice President and
UNM’s Senior Administration for review, approval, and funding, if necessary. “

• This reply was modified 8 years, 4 months ago by darruti.