SharePoint - System Administration (UNTranet)

Base Level Services: 

Operation (administration, backup, and disaster recovery) for UNTranet production system, ReDUNtranet - failover for production system, and UNTranetDEV - development and testing system.

Service Level: 

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
Services Not Included: 

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Customers Served: 
UNT
UNTS
UNTD
UNTHSC