Constituent Relationship Management (CRM) - Maintenance and Operations

Base Level Services: 
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application of major upgrades, patches, and fixes to the purchased application software products
  • Development of regular production reports and assistance of users in the development of queries
  • Creation of "home grown" solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models
Service Level: 

Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.

Incident Response:

Severity Response Target Close / Timeframe
Campus-wide outage 15 Minutes 4 Hours, 24x7
Major administrative process inoperable or degraded 30 Minutes 6 Hours, 24x7
Application feature error 2 hours 12 Hours, M-F 8am-5pm
Services Not Included: 

N/A

Customers Served: 
UNT