Hi All,
To clarify – the current revision I mention above, “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”, is a working draft in one version of the SLAs being reviewed. Another version being considered is, “Notify the Department of any situation in which extra time is being required of UNM IT staff due to lack of Department staff knowledge, planning or poor implementation practices. UNM IT reserves the right to bill, at our standard hourly rate or expedited service rate, for this additional support.” We are absolutely trying to make the language as clear as possible and welcome feedback.
Thanks.