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steelyParticipant
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, 8 months ago by steely.
steelyParticipantRe: 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, 8 months ago by steely.
steelyParticipantre: 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.steelyParticipantRe: 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, 8 months ago by steely.
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