Human Capital Management (HR/Payroll/T&L) and Enterprise Learning Management Information Systems - Maintenance and Operations

Base Level Services: 

Application patch maintenance and support, including service request fulfillment and incident resolution

Service Level: 

Availability: 98.9%, 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: 

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Customers Served: 
UNT
UNTS
UNTD
UNTHSC