The University of Texas at Austin
As part of the Web Central Services Retirement project, the ITS website will be retired. Information about IT services will be replaced by two new sites, IT@UT and UT ServiceNow, and ITS departmental information will be migrated to a new location. All changes will be completed by 7/28/2016.

Managed IT Support


Pricing for these options is based on a combination of average staff salaries, the skill level necessary to provide needed support, and the average amount of time spent supporting different types of equipment. All prices are for an annual contract; some options can be prorated for contracts that do not start at the beginning of a fiscal year and apply to managed systems (physical or virtual).

Pricing will be reviewed annually. For more detailed information on how prices are set, please see the ITS Rate Change Policies.

Computer Support

Service Rate Description
All desktops are classified as "Standard" unless they meet the criteria to be classified as a standard plus or complex desktop.
Two (2) or more of the following: Non-ITS support staff requires root access or administrator access; Windows operating system older than Vista; MAC operating system older than 10.6; Hardware is 5 years or older; The system is running server-like services (e.g., AFP, SSH, HTTP, MySQL); System with Dual boot operating system; Complex third party applications are installed and used heavily (e.g., Autodesk Applications, Mathlab, SPSS, SAS).
One or more of the following: No systems management tool installed; Non-standard hardware (custom built, falls outside of campus approved models, such as Dell, HP, Lenovo, Apple).
Consultation with departments to address their various IT needs.

Consultations and projects are priced at an hourly rate depending on the skill set needed.

Services Provided

Category Services Description
Customer IT Support Computer Lifecycle Plan Provide assessment, procurement, deployment & deprovision
Computer Maintenance Provide technical support, including diagnosis and correction of software/ hardware issues, hardware and software upgrades, and virus/malware remediation
Conference Room Presentation Support Provide tech support for Power Point meetings as requested
Consultation Advise on security, networking or information technology best practices, policies, or requirements.
Data Backup and Recovery Provide installation, configuration, and management of UT Backup software. Best effort to recover lost or deleted data from damaged media.
Footprints Customers tickets are escalated to MITS via phone, web & email for support
Hardware Inventory Maintain inventory & determine usability of outgoing hardware and surplus or repurpose hardware.
ITS Services Support Provide assistance & support, such as, Austin Disk Services, UT Backup, UT Box, AEMS, etc.
MITS Help Desk (8-5) Centralized first point of contact to resolve issues
Mobile Devices Basic configuration of email & calendar, operability troubleshooting and basic functionality.
Onsite support Each site has a site lead and support team. Staff is located either inside of the bldg. or in close proximity of customers
Peripherals Install and support the basic functionality of UT owned scanners, etc.
Printer Support Basic support & troubleshooting
Printer Support Printers managed via ITS Printer Server and direct IP
Remote support Remotely assist to quickly resolve issues using Bomgar and other remote tools
Off Campus Support Travel and provide support to off campus locations
Site Knowledge Base Department specific knowledge bases to resolve issues in a timely manner
Software Support Installation, basic configuration, operability troubleshooting, and basic functionality.
TRAC Co-Sponsor Assist with managing ITS TRAC services
VoIP Support Provides support for Basic Service where UT VoIP is deployed
Network Support Manage data ports, activate and VLAN changes;

Set up Guest EIDs;

Provide adequate notification of planned downtimes;

Consults with and assists ITS Networking with network issues and problem resolution
Security Compliance ISO Review & Evaluation Coordinate with ISO to provide site security assessment, including periodic network scanning
Annual Information Security Office Risk Assessment (ISORA) Update and upload Net Contacts; Complete Step 1;

provide assistance with Step 2;

Assist with department Disaster Recovery Plan
Security Alerts Remediate ISO Alerts and clear quarantines
UT Security Policy Compliance Plan, implement, coordinate with ISO mandated policy, such as, mandatory encryption and service colocation to a data center
Security Administrative Access Permissions are configured to limit admin access to the zone team providing support
Special Projects Project Support Assist with relocations, special events, ITS Services upgrades (i.e. Office 365 migrations)
Systems Management Active Directory PCs and Macs joined to Active Directory with top level GPOs applied where applicable in compliance to UT policy
Imaging Zero-Touch computer image creation and deployment; PCs - SCCM OSD; Macs - Deploy Studio
Patch Management Absolute Manage for Macs and System Center Configuration Manager (SCCM) for PCs: Automated updates, software deployments, secure remote support, remote inventory and software inventory, and automated “behind-the-scenes” maintenance. Standard level OS and 3rd party core application security patches and updates.

We Can Help

Get help from an expert:

* UT Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!