The University of Texas at Austin

Services & Solutions

Service Level Agreements

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
*DEFINE Internals SLA Dec 15, 2015 Jan 1, 2016
Accessibility Scanning SLA Feb 2, 2016 Jan 1, 2017
Apollo SLA Jan 7, 2016 Jan 1, 2015
Austin Active Directory SLA Jan 6, 2015 Jan 1, 2016
Austin Disk Service SLA Dec 2, 2015 Jan 1, 2017
Austin Exchange Messaging Service SLA Feb 5, 2015 Jan 1, 2016
Bulk Storage SLA Dec 4, 2015 Jan 1, 2016
Campus Red Hat Network Satellite (RHNS) SLA Oct 2, 2012 Jan 1, 2016
Centralized Web Authentication SLA Jan 10, 2012 Jan 1, 2015
Digital Certificates SLA Mar 26, 2014 Jan 1, 2015
DPUSER SLA Jun 14, 2012 Jan 1, 2015
Electronic Inbox SLA Dec 16, 2015 Jan 1, 2016
Enterprise Whole Disk Encryption SLA Jan 6, 2016 Jan 1, 2015
ERP UI SLA Aug 11, 2015 Jan 1, 2016
Group E-Mail SLA Dec 16, 2015 Jan 1, 2016
ID Photo Gateway SLA Jan 7, 2016 Jan 1, 2016
ITS Help Desk SLA Jan 6, 2016 Jan 1, 2015
Mail Filtering Service SLA Apr 15, 2014 Jan 1, 2017
Mainframe SLA Dec 7, 2015 Jan 1, 2017
Managed IT Support SLA Dec 9, 2015 Jan 1, 2017
Managed Server Support SLA Jan 16, 2015 Jan 1, 2017
Microsoft SQL Server SLA Jan 28, 2016 Jan 1, 2017
MySQL SLA Jan 28, 2016 Jan 1, 2017
Networks for Departments SLA Mar 18, 2014 Jan 1, 2015
Oracle SLA Jan 28, 2016 Jan 1, 2017
Public Internet Access SLA Mar 18, 2014 Jan 1, 2015
Pype SLA Feb 5, 2016 Jan 1, 2017
Resnet SLA Dec 9, 2013 Jan 1, 2015
Secure Messaging SLA Dec 16, 2015 Jan 1, 2016
SharePoint SLA Dec 2, 2015 Jan 1, 2017
Shibboleth SLA May 22, 2013 Jan 1, 2015
Software Distribution and Sales SLA Jan 13, 2016 Jan 1, 2015
Stache SLA Mar 25, 2014 Jan 1, 2015
Student Photo Roster SLA Jan 10, 2012 Jan 1, 2016
Technical Resource Account Control (TRAC) SLA Dec 4, 2013 Jan 1, 2015
Two Factor Authentication SLA Jul 3, 2014 Jan 1, 2015
University Blog Service SLA Feb 9, 2016 Jan 1, 2016
University Data Center SLA Jul 7, 2014 Jan 1, 2017
University Directory (White Pages) SLA Jan 8, 2016 Jan 1, 2015
Urgent Email System SLA Dec 16, 2015 Jan 1, 2016
UT Direct SLA Sep 10, 2013 Jan 1, 2016
UT Drupal Kit SLA Nov 13, 2015 Jan 1, 2015
UT Forge SLA Feb 26, 2013 Jan 1, 2017
UT Lists SLA Jan 6, 2016 Jan 1, 2017
UT Web SLA Dec 2, 2015 Jan 1, 2017
UTBackup SLA Jan 6, 2016 Jan 1, 2015
uTexas Enterprise Directory (TED) SLA Jan 8, 2016 Jan 1, 2015
uTexas Identity Manager (TIM) SLA Jan 8, 2016 Jan 1, 2015
UTLogin SLA Jan 7, 2016 Jan 1, 2015
UTprint SLA Jan 6, 2016 Jan 1, 2015
Virtual ID Cards SLA Jan 10, 2012 Jan 1, 2016
Virtual Servers SLA Dec 16, 2015 Jan 1, 2016
Voice Services (VoIP) SLA Dec 2, 2014 Jan 1, 2016
Web Central SLA Jan 15, 2014 Jan 1, 2015
Web Conferencing SLA Sep 2, 2015 Jan 1, 2017
Wikis SLA Feb 8, 2016 Jan 1, 2017
Windows Software Update Service (WSUS) SLA Apr 14, 2014 Jan 1, 2016

We Can Help

Get help from an expert:

* ITS Help and 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!