The University of New Mexico

reynolds

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  • February 15, 2016 at 9:17 pm in reply to: Telephone Services SLA #210
    reynolds
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    SP/MSR (Bullet 2.2.2) 99.9% is a conservative approach, agreed, and our systems are closer to five 9’s. However, there are no automated tools in place to track the uptime due to costs and integration requirements, so it is a manual process we use to calculate availability. Additionally, some of our services are IP based, on the network. Decentralized Department Denial of Service attacks (via compromised hosts) can and most likely affect our service. We have factored that into our target

    February 15, 2016 at 9:14 pm in reply to: Telephone Services SLA #209
    reynolds
    Participant

    SP/MSR (Bulled 2.1.3) – This is a process question, not part of the SLA. Exceptions to centrally purchased devices are authorized on a per requirement basis. We will only support product, services we provide

    February 15, 2016 at 9:12 pm in reply to: Telephone Services SLA #208
    reynolds
    Participant

    SP/MSR – Paragraph 2 refers customers to the Service Description. Paragraph 2.1 includes a synopsis of that description

    February 15, 2016 at 9:11 pm in reply to: Telephone Services SLA #207
    reynolds
    Participant

    SP/MSR (3.2 Bullet 9) This is a University current process covered by University policies and driven by an Internal Audit requirements for tracking purposes

    February 15, 2016 at 9:08 pm in reply to: Telephone Services SLA #206
    reynolds
    Participant

    SP/MSR – (3.1 Bullet 8 and 3.2 Bullet 2) This is a process question and UNM IT CSS is in the process of updating Pinnacle and the respective reporting tools. IT welcomes this feedback for specific pain points that would assist the customer in finding data they require.

    February 15, 2016 at 9:06 pm in reply to: Telephone Services SLA #205
    reynolds
    Participant

    SP/MSR – Bullet 2 (2.1.3) This is a process definition (defined in other avenues, generally the Service Catalog) UNM IT will offer competitive avenues to purchase end devices (NON NEC) that will work on analog connections, not digital or VoIP as these are proprietary (NOTE: we do not repair these like products but we do assist in warranty issues. If a customer purchases from Amazon, Graybar, etc. for example the product will work but the delta is if there are issues post the purchase of who to work with to resolve the issue. However, the customer will be responsible for the end device. This is a process, not part of the SLA language

    February 15, 2016 at 11:11 am in reply to: Telephone Services SLA #187
    reynolds
    Participant

     

     

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