SharePoint
Last Updated: November 15, 2012 @ 9:06 am
Next Review Date: 01/01/2014
Service Manager: Richard Zoch
Governance Group: None
Document Status: Published
Key Metrics
- Availability: 99%
Overview
This document defines the service level agreement for SharePoint.
Service description
A SharePoint Web site allows you to easily collaborate with colleagues from across the university and around the world. The ability to create knowledge bases, online surveys, discussion boards, and chats can help produce, organize, and distribute project information.
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.
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)
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)
- Firefox 3.x
- Safari 3.x
See Microsoft's Plan Browser Support (http://technet.microsoft.com/en-us/library/cc263526(office.12).aspx) for more detail information.
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.
Internet Explorer 8 (32-bit) and Internet Explorer 9 (32-bit) are supported on the following operating systems:
- Windows Server 2008 R2
- Windows Server 2008
- Windows Server 2003
- Windows 7
- Windows Vista
- Windows XP
Internet Explorer 7 (32-bit) is supported on the following operating systems:
- Windows Server 2008
- Windows Server 2003
- Windows Vista
- Windows XP
The following web browsers are supported but with limitations:
- Internet Explorer 9 (64-bit)
- Internet Explorer 8 (64-bit)
- Internet Explorer 7 (64-bit)
- Mozilla Firefox 3.6+
- Safari 4.04+
See Microsoft's Plan Browser Support (http://technet.microsoft.com/en-us/library/cc263526.aspx) for more detail information.
Technical support
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]
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 maintenance occurs weekly on Sundays from midnight to 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
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.
Cost of Service
Cost information for this service can be found on the SharePoint web site.
