Group E-Mail
Last Updated: April 16, 2013 @ 10:02 am
Next Review Date: 01/01/2013
Service Manager: Cooper Henson
Governance Group: Business Services
Document Status: Published
Key Metrics
- Group E-Mail messages issued/Push count for the Submit button: 80%
- Number of support request/Number of messages sent: 10-20%
- Message Delivery (Internal): 2.5 hours (maximum)
Overview
This document defines the service level agreement for Group E-Mail.
Service description
The University Group E-Mail System enables authorized users to send e-mail messages to predefined groups at The University of Texas at Austin. Examples of appropriate use include: a message from Payroll telling employees how to claim their W-2 form; or a message from a faculty member informing students about an assignment. The system is not intended for casual correspondence and should be used only when the e-mail content impacts a significant percentage of recipients.
Intended users
Group E-Mail can be used by faculty and staff.
Supported computing environment
The minimum client software requirements are:
- Microsoft Internet Explorer 7 or higher for Windows
- Mozilla Firefox 3.0 or higher for Mac, Windows, and Linux
- Apple Safari 4.0 or higher for Mac
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.
Tier 1
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Tier 1 support for authorizations, delivery problems and other issues is provided by the Group E-Mail stewards.
Tier 2
Departmental support staff and the ITS Help Desk may escalate issues to Tier 2. Tier 2 technical support is provided by the Group E-Mail stewards. Examples of Tier 2 support issues include handling of programmatic errors and investigation into the disposition of submitted mail messages.
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 may occur nightly after 6 p.m. for outages of less than one hour, or on the third Sunday of the month for efforts involving outages of more than one hour. 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
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for Group E-Mail.
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.
Group E-Mail subscribers agree to:
- Abide by the policies and procedures described in the Group E-Mail System help page.
Recipient list owners also agree to:
- Approve of authorization requests to send to their lists within 24 hours.
- Maintain lists of owners and approved senders for their lists.
Cost of Service
Group E-mail is provided as a common good service with no additional costs to departments or users.
