The University of New Mexico

steely

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  • February 12, 2016 at 11:15 am in reply to: Department Web Hosting SLA #148
    steely
    Participant

    Re: 8:
    you replied,
    “…communication with UNM IT for questions/tech support are not billed (to my knowledge). This provision refers to where “professional service” work is done. Example of professional services: web development (code writing), web support (making sure your WordPress is updated for you), etc.”

    I think it would be good to spell this out in the SLA — the difference between professional services by IT and communication with IT. I’ve benefited greatly from being able to communicate with IT staff, even to learn a correct procedure, and was afraid this SLA meant that was now to incur a charge.

    I think it would be best to notify a user before charges are incurred.

    • This reply was modified 8 years, 5 months ago by steely.
    February 12, 2016 at 10:06 am in reply to: Department Web Hosting SLA #138
    steely
    Participant

    Re: 8:
    And your time is well worth it! This is a very constructive discussion. Thanks for the clear explanations, and thanks as well for all of your efforts implementing good practices and technology at UNM IT.

    • This reply was modified 8 years, 5 months ago by steely.
    February 12, 2016 at 9:23 am in reply to: Department Web Hosting SLA #135
    steely
    Participant

    re: 2.11 bullet 4:
    You are way too clever for me by far, Tuan! That is not what I meant to suggest at all. But that’s what I said, isn’t it. Just reading this made my anxiety level shoot through the roof. I have had a couple instances of snapshot restoration that saved my skin and I was in panic mode already. Please do not add to my nervous state.

    February 11, 2016 at 12:24 pm in reply to: Department Web Hosting SLA #92
    steely
    Participant

    Re: 2.1.1:
    Bullet 3: Does “Customer’s local IT support” refer to a UNM department’s own internal staff?
    Bullet 4: It seems to me that web hosting with UNM IT should include automatic nightly backups without a separate charge. The charge could come in at a restoration of a snapshot.

    Re: 3.2
    Bullet 2: Please provide a link to “Pricing  and Billing” in the SLA.

    Re: 8
    – Can web developers be notified of charges that will appear in the monthly bill detail in advance? (I understand that it is a department’s finance / admin personnel that can login to the IT Billing portal. Is that correct?)
    – Are all communications with UNM IT for questions / tech support to be billed at $75 / hour?

    • This reply was modified 8 years, 5 months ago by steely.
    February 11, 2016 at 12:04 pm in reply to: Department Web Hosting SLA #90
    steely
    Participant

    Re: 2.1.2,  Bullet 4: I thought up to 1 GB of storage was available free of charge? 256 MB is significantly less. It would be very easy for even a minimal website to exceed this and incur a monthly charge for its department.

    • This reply was modified 8 years, 5 months ago by steely.
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