The University of Texas at Austin

SharePoint

Last Updated: November 5, 2014 @ 10:49 am
Next Review Date: 01/01/2015
Service Manager: David McDowell Moss
Governance Group: None
Document Status: Published

Key Metrics

  • Availability: 99%
  • Routine work request acknowledgment response time: 1 business day
  • Review and response to pending open requests: 5 business days

Overview

This document defines the service level agreement for SharePoint. SharePoint currently has three deployed production releases: SharePoint 2007, SharePoint 2010 and SharePoint 2013.

Service description

SharePoint is a Web application platform. SharePoint comprises a multipurpose set of Web technologies backed by a common technical infrastructure. SharePoint can be used to provide internet portals, document and file management, collaboration, social networks, extranets, websites, enterprise search, and business intelligence

Intended users

SharePoint can be used by faculty, student and staff.

Supported computing environment

Microsoft Office SharePoint Server 2007 supports several Web browsers that are commonly used. However, there are certain browsers that might cause some Office SharePoint Server 2007 functionality to be downgraded, limited, or available only through alternative steps. In some cases, functionality might be unavailable for noncritical administrative tasks. Microsoft’s SharePoint 2007 browser support can be found here browser support Level 1 Web browsers take advantage of advanced features provided by ActiveX controls and provide the most complete user experience. Level 1 browsers offer full functionality on all SharePoint sites. Level 1 Web browsers are the following: • Windows Internet Explorer 6.x (32-bit) • Windows Internet Explorer 7.x (32-bit) • Windows Internet Explorer 8.x (32-bit) (includes running in compatibility mode) • Windows Internet Explorer 9.x (32-bit) (includes running in compatibility mode) Level 2 Web browsers provide basic functionality so that users can both read and write in SharePoint sites and perform site administration. However, ActiveX controls are supported only in level 1 browsers. In addition, there are functionality differences between different browsers. As a result, there might be a user experience that is different from that in level 1 browsers. Level 2 Web browsers are the following: • Internet Explorer 7.x (64-bit) • Internet Explorer 8.x (64-bit) • Internet Explorer 9.x (64-bit)Firefox 3.x • Safari 3.x Note: For more detailed information, please see Microsoft's Browser Support at browser support

. SharePoint Server 2010 supports several commonly used Web browsers. However, certain Web browsers might cause some SharePoint Server 2010 functionality to be downgraded, limited, or available only through alternative steps. In some cases, functionality might be unavailable for noncritical administrative tasks. Microsoft’s SharePoint 2010 browser support can be found here 2010 browsers 32 –bit versions of Internet Explorer 8, Internet Explorer 9, , Internet Explorer 10, and Internet Explorer 11 are supported on the following operating systems: • Windows Server 2008 R2 (Internet Explorer 8 and 9) • Windows Server 2008 (Internet Explorer 8 and 9) • Windows Server 2003 (Internet Explorer 8 and 9) • Windows 8.1 (Internet Explorer 11) • Windows 8 (Internet Explorer 10 and 11) • Windows 7 (Internet Explorer 8, 9, 10 and 11) Internet Explorer 7 (32-bit) is supported on the following operating systems: • Windows Server 2008 • Windows Server 2003

The following non-Microsoft browsers are supported: • Google Chrome (latest public release) • Mozilla Firefox (latest public release) Note: Some functionality in SharePoint Server 2010 requires the use of ActiveX controls. This produces limitations on browsers which do not support ActiveX. Currently only 32-bit versions of Internet Explorer support this functionality. For a description of limitations please see limitatons

The following web browsers are supported but with limitations: • Internet Explorer 11 (64-bit) • Internet Explorer 10 (64-bit) • Internet Explorer 9 (64-bit) • Internet Explorer 8 (64-bit) • Safari (latest public release) See Microsoft's Plan Browser Support Plan browser support for more detail information.

SharePoint 2013 supports several commonly used web browsers, such as Internet Explorer, Google Chrome, Mozilla Firefox, and Apple Safari. However, certain web browsers could cause some SharePoint 2013 functionality to be downgraded, limited, or available only through alternative steps.

The following are supported browsers for SharePoint 2013: Internet Explorer 11 Internet Explorer 10 Internet Explorer 9 Internet Explorer 8 Google Chrome (latest released version) Mozilla Firefox (latest released version plus immediate previous version) Apple Safari (latest released version)

Note: Some functionality in SharePoint 2013 requires the use of ActiveX controls. This produces limitations on browsers which do not support ActiveX. Currently only 32-bit versions of Internet Explorer support this functionality. For a description of limitations please see limitations

SharePoint 2013 provides browser support for multiple mobile devices. For a list of supported device browsers for SharePoint 2013 and Office Web Apps please see supported devices

Technical support

Technical support below is described for SharePoint 2007 and SharePoint Server 2010 Tier 1, Tier 2 and Tier 3 technical support is available during normal business hours. Routine requests are typically addressed within one business day. There will be at least two departmental Administrators designated for each SharePoint site. An Administrator must have a valid UT EID and be validated for Austin services. The Administrator will be granted control permissions and the ability to create and administer sub-sites. The Administrator will be responsible for implementing access permissions to sub-sites, users, files, etc. within their site. The Administrator is also responsible for communicating with site users about maintenance, outages, migrations and upgrades. Tier 1 End users should start with Tier 1 for technical support. The site Administrator provides Tier 1 support for this service. The ITS Help Desk at 512-475-9400 [help@austin.utexas.edu] can also provide basic support. Tier 2 Site Administrators may escalate issues to ITS Help Desk Tier II. Request SharePoint Services Tier 2 support from The ITS Help Desk at 512-475-9400 [help@austin.utexas.edu]. Tier 3 Site Administrators and the ITS Help Desk Tier 2 may escalate issues to Tier 3. Tier 3 can be reached at [support-sharepoint-admins@austin.utexas.edu]. 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 SharePoint maintenance occurs weekly on Sundays from midnight to 6 a.m, Tuesdays from 10:00 PM to midnight, and Fridays from 10:00 PM to midnight. Additionally, the Microsoft SQL database servers have monthly scheduled maintenance on the first Wednesday from 6:00 AM to 8:00 AM. SharePoint may be impacted by database server maintenance. 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 SharePoint. Site collection retention SharePoint administrators must submit a ticket to the ITS Help Desk to request deletion of a site collection. Help Desk ticket can be submitted here ticket request When a SharePoint site collection subscription is canceled, the site collection is disabled. The site collection enters a 90 day retention period. During the retention period the site collection still exists, but the user will be unable to access it. After 90 days, the site collection will be deleted.

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 Scheduled SharePoint maintenance occurs weekly on Sundays from midnight to 6 a.m, Tuesdays from 10:00 PM to midnight, and Fridays from 10:00 PM to midnight. Additionally, the Microsoft SQL database servers have monthly scheduled maintenance on the first Wednesday from 6:00 AM to 8:00 AM. SharePoint may be impacted by database server maintenance. 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 SharePoint.

Site collection retention

When a SharePoint site collection subscription is canceled, the site collection is disabled. The site collection enters a 90 day retention period. During the retention period the site collection still exists, but the user will be unable to access it. After 90 days, the site collection will be deleted.

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.

SharePoint subscribers agree to:

  • Read the SharePoint documentation.
  • Provide contact information for primary and secondary departmental site administrator as requested by ITS for support purposes.
  • Patch desktops as recommended by the vendor.
  • Use supported client software.
  • Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.

In addition to the items listed above, departmental IT support staff agrees to:

  • Provide Tier 1 support for users of sites and sub-sites under their administration, including individuals designated with sub-site configuration privileges.
  • Communicate support channels and instructions for receiving support to end users.
  • Follow prescribed procedures for arranging support assistance.

Backup and restoration

Full SharePoint site backup and recovery policies are in place. These are automatically scheduled at the database server level. Database backups occur throughout each day and stored for two weeks. To recover lost data a ticket may be opened requesting a recovery of your site and a restoration process can begin. Small scale recovery such as documents, items, objects and lists are saved in a Recycle Bin for 30 days and can be recovered by your Site Collection Admin.

Cost of Service

Cost information for this service can be found on the SharePoint web site.

Technical support (SharePoint 2013)

Currently, SharePoint 2013 is not in production status. There is a working SharePoint 2013 farm that is supported on a “best effort” basis.

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!