Austin BlackBerry Service
Last Updated: January 31, 2011 @ 10:07 am
Next Review Date: 01/01/2013
Service Manager: Sergio Martin
Governance Group: None
Document Status: Published
Key Metrics
- Overall Availability: 99%
Overview
This document defines the service level agreement for the Austin BlackBerry Service (ABS).
Service Description
Austin BlackBerry Service (ABS) allows users to wirelessly access their Austin Exchange Messaging Service (AEMS) mailboxes using a BlackBerry device and existing cellular networks. ABS works in conjunction with AEMS, and as such does not specifically retain data apart from AEMS. Therefore, no specific data backup, data retention or data recovery service is applicable. The service includes:
- Wireless access to AEMS data as provided by BlackBerry Enterprise Services.
- Automated email delivery of activation information.
- Remote disabling for lost devices.
The service does not include the BlackBerry device or the required data plan available for the cellular service provider.
Intended users
Austin BlackBerry Service can be used by UT Austin students, faculty and staff who have the appropriate Client Access License agreements needed to enable a device to access AEMS.
Supported computing environment
The minimum recommended hardware and operating system requirements for Austin BlackBerry Service are:
- BlackBerry device with BlackBerry OS v4.0+
Technical Support
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.
Users with lost or stolen devices should contact the ITS Help Desk. Following a verification of identity, data on the device can be erased by the Austin BlackBerry Service administrator.
Tier 1 support
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Users with a departmental Technical Support Contact (TSC) should contact that individual.
The ITS Help Desk will assist with basic device troubleshooting. The Help Desk may refer the caller to their associated local TSC, their wireless service provider, or escalate the issue to Tier 2 support.
Tier 2 support
Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.
Maintenance
ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.
Scheduled maintenance
Scheduled maintenance for the Austin Blackberry Service occurs weekly on Sundays from midnight until 6 a.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Unscheduled maintenance
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.
Change notification
Routine actions performed during scheduled weekly maintenance, such as installation of security updates released by Microsoft, will not trigger a notification.
BES users are automatically subscribed to the blackberry_subscriber@austin.utexas.edu mailing list. For certain service interruptions or upgrades, direct notifications may be sent to this list.
Account retention
Accounts will be removed six months after the account owner departs from the university.
User responsibilities
Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.
In addition, Austin BlackBerry Service users agree to:
- Read the ABS documentation at http://www.utexas.edu/its/blackberry.
- Provide contact information for primary and secondary departmental TSCs as requested by ITS for support purposes.
- Purchase a BlackBerry device which meets the minimum operating system requirements for support.
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
Departmental IT support staff who support BES users agree to:
- Provide ITS with contact information for departmental TSC through your ITS contact, and notify ITS of changes.
- Designate at least one secondary TSC for each department.
- Be familiar with the online documentation at http://www.utexas.edu/its/blackberry
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
- Provide Tier 1 support for subscribers in the supported department.
Cost
Cost information for this service can be found on the Austin Blackberry Service web site.
