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|
|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|