Operation (administration, backup, and disaster recovery) for UNTranet production system, ReDUNtranet - failover for production system, and UNTranetDEV - development and testing system.
Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly. Planned downtime is the second Saturday of each month from 10:00pm – Sunday 2:00am.
Service Request Response:
| Service Request | Response | Design and Assessment |
| Service Request | 1 business day | 5 business days |
Incident Response:
| Severity | Response | Resolution |
| Critical Incident - one or more site(s) are unavailable | 1 hour | 8 hours |
| Routine Incident - isolated to a single site, not affecting service availability | 1 business day | 3 business days |
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