The University of Texas at Austin

Group E-Mail

Last Updated: August 7, 2014 @ 2:49 pm
Next Review Date: 01/01/2015
Service Manager: Cooper Henson
Governance Group: Business Services
Document Status: Published

Key Metrics

  • Message Delivery from Service: < 30 minutes
  • User Issue Resolution: < 3 days

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 authorized 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 Monday 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:

Recipient list owners also agree to:

  • Approve of authorization requests to send to their lists within 24 hours.
  • Moderate message sent to their lists in a timely manner.

Cost of Service

Group E-mail is provided as a common good service with no additional costs to departments or users.

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!