Section 2.1.2, bullet 2:  Can you provide an example on “New systems or applications impacting core business”? 

Section 3.1, bullet 1:  I can’t open “UNM Development and Support Standard” file. I don’t have permission. 

Questions: 
1. If I am a new customer, do I need a sla specifically for my needs.  Does this mean departments that are not on already on IT AD and want to use this service will need an SLA?

2. There is no AD category in UNM.Help.  How do I get to the support items for CAS and AD using Help.UNM.

2.1.1  It would be helpful to provide a URL that has the AD OU admin best practices, standards and guidelines that the OU administrators can reference. 
Will the OU Admin training have a set monthly schedule? If so, it would be helpful to add an URL to this SLA so OU Admins can sign up for the training. 

2.1.2  It would be helpful to provide references to other SLAs and Standards for IT issues which are not covered by this SLA but which are related to Active Directory.  For example, server hosting, print/file management, LoboCloud, Workstations management.

What do you mean by resale? Can you please define resale of service?

Some of my comments are similar to Elisha’s.  Although Brian had clarified some of them already, I am going to list them anyway. 

2.1 What versions of Windows OS and Linux distributions will the backup client support? 

2.1.2 What do you mean by revision?  Is this version control?  Is it possible to retain more than the past 3 versions?  Is revision a file or block level backup?  Can the backup retention period extend beyond 180 days? Do you also provide backup service for bare metal recovery?

Is there some type of reporting tool or high water mark alerts to let the customer know the allotted backup space is close to the quota limit?    

Is there a cost sheet on backup space? Is the cost based on GB of space, based per client base, or client plus space?  

How far is the replication site from the backup site? 

Although at this point Financial Services Division (FSD) has no plans to use this service at this time, we reserve the right to create a customized SLA specific to our needs with mutually-agreed upon consequences for both FSD and UNM IT.

Does the University have an overarching incident response plan?

2.1.2 Bullet #1:  Can you clarify the language when the breach occurs outside of the Business Unit’s control?

6.0:  What type of incidents are covered in this SLA, i.e does it include Desktop virus infection, server infections, stolen laptops etc.