Last Updated: January 15, 2014 @ 10:50 am
Next Review Date: 01/01/2015
Service Manager: Jennifer M Coast
Governance Group: IT Architecture & Infrastructure
Document Status: Published
- Web Central service uptime: 99.5%
- Off-campus Emergency Website service uptime: 99.9%
- Service availability of www.utexas.edu for emergency communications: 24 hours a day, 365 days a year (excepting defined maintenance and events outside the control of ITS)
This document defines the service level agreement for Web Central and its backup communication platform, the Off-campus Emergency Website.
Web Central is the university's primary Web server and publishing environment. It is the face of the university to the world at www.utexas.edu. In partnership with University Communications, ITS supports Web Publishers and maintains the tools, templates and resources used to publish websites within the www.utexas.edu namespace. ITS also implements and maintains the servers, search engines and technical environment.
The Off-campus Emergency Website is intended to be used during information technology (IT) outages where Web Central is unavailable. The primary purpose of the off-campus website is to provide a platform for Campus Safety & Security to communicate emergency information to university community members and the public during emergency events that also include IT outages.
External users are students, faculty, staff, parents, the press and the public at large. External users are able to view publicly accessible content at all times, including news, events, departmental information, and campus safety and security messages and information.
Internal users for Web Central are staff, faculty, and personnel from university colleges, schools, and departments who act as Web publishers for the university.
Internal users for the Off-campus Emergency Website are personnel from Campus Safety and Security, University Communications, and select administrative departments that provide essential campus safety and security information during campus emergency events.
Supported computing environment
For all external users and for internal users of the Off-campus Emergency Website, the minimum requirement is any device running a university-supported Web browser.
For internal Web Central users, the minimum recommended operating system and client software requirements are any system that allows SSH or SFTP connections to the UNIX operating system.
Both Tier 1 and Tier 2 technical support is available during normal business hours, 8 a.m. - 5 p.m., to handle routine requests. Urgent after-hours support is available to internal users for website outages or other issues that require immediate attention.
All requests for technical support will be logged using the ITS centralized ticketing system or issue-tracking tool.
External users should start with Tier 1 technical support. Internal users should start with Tier 2.
Any user can call the ITS Help Desk at 512-475-9400. External users should send an email message to the ITS Help Desk at email@example.com, which will create a support ticket. Routine requests are typically addressed within one business day. The Help Desk may escalate issues to Tier 2 staff.
Any user can call the ITS Help Desk at 512-475-9400. Internal users may send an email message to firstname.lastname@example.org for service requests that do not require immediate attention to reach Tier 2 support directly.
Urgent Support for Internal Users
For website outages and other issues requiring immediate attention (less than 4 hours), internal users should send an email message to email@example.com and follow up with a phone call to the Help Desk at 512-475-9400 to ensure proper escalation of the ticket.
For urgent after-hours support, internal users may call the University Data Center (UDC) Operators at 512-471-0007 for escalation to the appropriate staff.
During IT or emergency outages where Web Central is offline, internal users of the Off-campus Emergency Website should call the University Data Center (UDC) Operators at 512-471-0007 for site access or server issues, and follow up with an email message to the website administrator email list. If the UDC Operators cannot resolve the issue, they will escalate to the appropriate staff.
ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page or internal-user distribution lists. Services may not be available during maintenance periods. ITS will notify external users using a maintenance notification on the website.
Scheduled maintenance - Web Central
Scheduled maintenance may occur biweekly on Tuesdays between 10 p.m. and Midnight, and from 8 a.m. to Noon on the second Saturday of each month. Additional maintenance for specific needs may be scheduled outside the periodic maintenance windows. Scheduled maintenance is announced on the ITS Services Status page.
To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Scheduled maintenance - Off-campus Emergency Website
Scheduled maintenance may occur during a weekly maintenance window; scheduled times are shared with internal users via internal-user distribution lists. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance. Website host maintenance may occur at any time.
Unscheduled maintenance - Web Central
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page and to internal users via internal-user distribution lists.
Unscheduled maintenance - Off-campus Emergency Website
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible to internal users via internal-user distribution lists.
ITS will notify the university community using the ITS Services Status of service availability and service delivery issues for Web Central.
ITS will notify the university community using ITS distribution lists of service change notifications; the IT Architecture & Infrastructure > Web Technologies & Infrastructure Subcommittee oversees service changes.
All users agree to be aware of and adhere to the university's Acceptable Use Policy.
Internal users such as Web developers and content contributors:
- agree not to store or publish Category I data in the Web Central publishing environment;
- agree to comply with the standards set by the Information Security Office for storing and publishing Category II data on Web Central;
- agree to comply with other university Campus IT Policies, where applicable; and
- should be familiar with the university's Minimum Security Standards for Applications Development and Administration and Secure Web Application Coding Guidelines when developing Web applications on Web Central.
Cost of Service
Web Central and the Off-campus Emergency Website are provided as common-good services and are available at no cost to external and internal users.