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 |
|---|---|---|
| Accessibility Scanning SLA | Feb 18, 2013 | Jan 1, 2013 |
| Apollo SLA | Jan 10, 2012 | Jan 1, 2013 |
| Austin Active Directory SLA | Jan 31, 2011 | Jan 1, 2013 |
| Austin BlackBerry Service SLA | Jan 31, 2011 | Jan 1, 2013 |
| Austin Disk Services SLA | Nov 1, 2012 | Jan 1, 2014 |
| Austin Exchange Messaging Service SLA | Sep 24, 2010 | Jan 1, 2013 |
| Bulk Storage SLA | Mar 30, 2012 | Jan 1, 2014 |
| Campus Red Hat Network Satellite (RHNS) SLA | Oct 2, 2012 | Jan 1, 2014 |
| Centralized Web Authentication SLA | Jan 10, 2012 | Jan 1, 2013 |
| Digital Certificates SLA | Aug 9, 2010 | Jan 1, 2013 |
| DPUSER SLA | Jun 14, 2012 | Jan 1, 2014 |
| Enterprise Whole Disk Encryption SLA | Apr 26, 2011 | Jan 1, 2013 |
| Group E-Mail SLA | Apr 16, 2013 | Jan 1, 2013 |
| ID Photo Gateway SLA | Jan 10, 2012 | Jan 1, 2013 |
| ITS Help Desk SLA | Jan 28, 2013 | Jan 1, 2014 |
| Mail Filtering Service SLA | Jan 31, 2011 | Jan 1, 2013 |
| Managed Desktop Support SLA | Mar 6, 2013 | Jan 1, 2014 |
| Managed Server Support SLA | May 9, 2013 | Jan 1, 2014 |
| Microsoft SQL Server SLA | Jan 31, 2011 | Jan 1, 2013 |
| MySQL SLA | Jan 31, 2011 | Jan 1, 2013 |
| Networks for Departments SLA | Aug 6, 2010 | Jan 1, 2014 |
| Pype SLA | Jan 28, 2011 | Jan 1, 2013 |
| Resnet SLA | Aug 6, 2010 | Jan 1, 2013 |
| SharePoint SLA | Nov 15, 2012 | Jan 1, 2014 |
| Shibboleth SLA | Apr 23, 2013 | Jan 1, 2014 |
| Student Photo Roster SLA | Jan 10, 2012 | Jan 1, 2013 |
| University Blog Service SLA | Feb 18, 2013 | Jan 1, 2014 |
| University Data Center SLA | Nov 27, 2012 | Jan 1, 2014 |
| University Directory (White Pages) SLA | Jan 10, 2012 | Jan 1, 2014 |
| UT Direct SLA | Apr 16, 2013 | Jan 1, 2013 |
| UT Forge SLA | Feb 26, 2013 | Jan 1, 2013 |
| UT Lists SLA | Jan 31, 2013 | Jan 1, 2014 |
| UTBackup SLA | Sep 28, 2012 | Jan 1, 2014 |
| uTexas Enterprise Directory (TED) SLA | Feb 20, 2013 | Jan 1, 2014 |
| uTexas Identity Manager (TIM) SLA | Jan 10, 2012 | Jan 1, 2014 |
| UTLogin SLA | Mar 20, 2013 | Jan 1, 2014 |
| Virtual ID Cards SLA | Jan 10, 2012 | Jan 1, 2013 |
| Virtual Servers SLA | Dec 21, 2012 | Jan 1, 2014 |
| Web Central SLA | Jan 23, 2012 | Jan 1, 2014 |
| Web Conferencing SLA | May 30, 2012 | Jan 1, 2014 |
| Wikis SLA | Feb 18, 2013 | Jan 1, 2014 |
| Windows Software Update Service (WSUS) SLA | Oct 2, 2012 | Jan 1, 2014 |
| Wireless and Wired Public Internet Access SLA | Aug 6, 2010 | Jan 1, 2013 |
