Services & Solutions
Service Level Agreements
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For all services, the Availability metric is defined as the hours that the service is available in the reporting period, divided by the total hours in the reporting period, excluding scheduled maintenance windows.
Business hours are from 8 a.m. to 5 p.m., Monday through Friday, excluding holidays and reduced schedule days.
| SLA Title | Last Updated | Next Review Date |
|---|---|---|
| Apollo SLA | Jan 10, 2012 | Jan 1, 2013 |
| Austin Active Directory SLA | Jan 31, 2011 | Sep 1, 2012 |
| Austin BlackBerry Service SLA | Jan 31, 2011 | Sep 1, 2012 |
| Austin Disk Services SLA | May 7, 2012 | Sep 1, 2012 |
| Austin Exchange Messaging Service SLA | Sep 24, 2010 | Sep 1, 2012 |
| Bulk Storage SLA | Mar 30, 2012 | Sep 1, 2012 |
| Centralized Web Authentication SLA | Jan 10, 2012 | Sep 1, 2012 |
| Digital Certificates SLA | Aug 9, 2010 | Sep 1, 2012 |
| DPUSER SLA | Apr 12, 2012 | Jan 1, 2013 |
| Enterprise Whole Disk Encryption SLA | Apr 26, 2011 | Sep 1, 2012 |
| Group E-Mail SLA | Jan 11, 2012 | Sep 1, 2012 |
| ID Photo Gateway SLA | Jan 10, 2012 | Sep 1, 2012 |
| ITS Help Desk SLA | Dec 13, 2011 | Sep 1, 2012 |
| ITS Printing Service SLA | Feb 7, 2012 | Sep 1, 2012 |
| Mail Filtering Service SLA | Jan 31, 2011 | Sep 1, 2012 |
| Managed Desktop Support SLA | May 16, 2012 | Jan 1, 2012 |
| Microsoft SQL Server SLA | Jan 31, 2011 | Sep 1, 2012 |
| MySQL SLA | Jan 31, 2011 | Sep 1, 2012 |
| Networks for Departments SLA | Aug 6, 2010 | Sep 1, 2012 |
| Pype SLA | Jan 28, 2011 | Sep 1, 2012 |
| Resnet SLA | Aug 6, 2010 | Sep 1, 2012 |
| SharePoint SLA | Dec 4, 2011 | Sep 1, 2012 |
| Shibboleth SLA | Jan 10, 2012 | Jan 1, 2013 |
| Student Photo Roster SLA | Jan 10, 2012 | Sep 1, 2012 |
| University Blog Service SLA | Dec 8, 2010 | Sep 1, 2012 |
| University Data Center SLA | Apr 12, 2012 | Sep 1, 2012 |
| University Directory (White Pages) SLA | Jan 10, 2012 | Jan 1, 2012 |
| UT Direct SLA | Feb 29, 2012 | Jan 1, 2013 |
| UT Forge SLA | Aug 9, 2010 | Sep 1, 2012 |
| UT Lists SLA | Jan 18, 2012 | Sep 1, 2012 |
| UTBackup SLA | Nov 11, 2011 | Sep 1, 2012 |
| uTexas Enterprise Directory (TED) SLA | Jan 10, 2012 | Sep 1, 2012 |
| uTexas Identity Manager (TIM) SLA | Jan 10, 2012 | Sep 1, 2012 |
| Virtual ID Cards SLA | Jan 10, 2012 | Sep 1, 2012 |
| Virtual Servers SLA | Aug 31, 2011 | Sep 1, 2012 |
| Web Central SLA | Jan 23, 2012 | Sep 1, 2012 |
| Web Conferencing SLA | Feb 14, 2012 | Sep 1, 2012 |
| Wikis SLA | Apr 19, 2012 | Sep 1, 2012 |
| Windows Software Update Service (WSUS) SLA | Jan 31, 2011 | Sep 1, 2012 |
| Wireless and Wired Public Internet Access SLA | Aug 6, 2010 | Sep 1, 2012 |
