The University of Texas at Austin

Windows Software Update Service (WSUS)

Last Updated: April 14, 2014 @ 8:05 am
Next Review Date: 01/01/2015
Service Manager: William J Bova
Governance Group: None
Document Status: Published

Key Metrics

  • Availability: 99.0%
  • Download and approve appropriate patches: 2 business days
  • Fulfill request to create WSUS group: 2 business days
  • Fulfill request to approve special patches for a WSUS group: 2 business days

Overview

This document defines the service level agreement for Campus Windows Server Update Services (WSUS).

Service description

Campus Windows Server Update Services (WSUS) provides a mechanism for Windows based Microsoft hosts to receive patches and updates. This campus service enables computers that might not have access to the Internet to receive the latest patches and updates. Also, campus based hosts that use this service will not use external bandwidth to receive their updates.

Intended users

Campus Windows Server Update Services (WSUS) can be used by students, faculty, and staff (“Subscribers”) on university owned computers. Departmental units (“Departments”) with a need for custom update approvals can, via their TSCs, request and use WSUS Groups.

Supported computing environment

This service supports Windows based hosts with updates for Microsoft products. The WSUS service supports the following updates:

Operating Systems, Internet Explorer, and Microsoft Office Patches

ITS will download and approve for distribution, appropriate patches two business days after their standard publication by close of business day. ITS will download patches for supported products as prescribed by the Microsoft Support Lifecycle Policy.

Operating Systems Service Packs

Service Packs for Operating Systems are downloaded but not approved for distribution, for 180 days after they are published by Microsoft to allow for sufficient time for testing. Departments that wish to apply these Service Packs to their own WSUS groups prior to the 180 day waiting period ending can request early approval. After the 180 day period departments can request the Service Packs not to be applied to their WSUS groups as well.

Departments that request Operating System Service Packs to not be approved for their WSUS group(s) must file a Security Exception Request with the University Information Security Office.

Internet Explorer Version Upgrade

Version upgrades for Internet Explorer are downloaded but not approved for distribution, for 90 days after they are published by Microsoft to allow for sufficient time for testing. Departments that wish to apply an Internet Explorer version upgrade to their own WSUS groups prior to the 90 day waiting period ending can request early approval. After the 90 day period departments can request the Internet Explorer version upgrade not to be applied to their WSUS groups as well.

If the Internet Explorer Version Upgrade release date overlaps with an Operating System Service Pack release, the Internet Explorer Version Upgrade release will be delayed for 30 days to avoid installation conflicts.

Departments that request an Internet Explorer version upgrade to not be approved for their WSUS group(s) must file a Security Exception Request with the University Information Security Office.

Microsoft Office Service Packs

Microsoft Office Service packs are downloaded but not approved for distribution, for 90 days after they are published by Microsoft to allow for sufficient time for testing. Departments that wish to apply these updates to their own WSUS groups prior to the 90 day waiting period ending can request early approval.

If the Office Service Pack release date overlaps with an Operating System Service Pack or Internet Explorer Version Upgrade release, the Office Service Pack release will be delayed for 30 days to avoid installation conflicts.

Departments that request Microsoft Office Service Packs to not be approved for their WSUS group(s) must file a Security Exception Request with the University Information Security Office.

Out of Band Update

Out of Band (OOB) Updates are those critical updates that are released by Microsoft outside of their scheduled monthly cycle. ITS will review and approve these updates generally on the day of release, and no more than 5 business days after, based on the severity of the issue the update resolves.

Business Productivity and other Server Applications

ITS will not approve patches for general distribution for server software such as SQL, Exchange, SharePoint, etc. Departments who wish to apply them to their own hosts can request they be approved for their own WSUS groups.

Other updates

If a Department requires a certain update to be approved for distribution via WSUS, they can contact the Help Desk and request that update to be approved for their own WSUS group. If the Department does not have a WSUS group they can also request the creation of such a group via the Help Desk.

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are responded to within one business day, and typically addressed within two 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.

Requests for creation of WSUS groups and approval of certain updates for those groups should be sent to the Help Desk as well.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.

Special Support

ITS has purchased additional vendor support by subscribing to Premier Support Service from Microsoft. This service can be utilized if local solutions do not resolve problems.

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 every first and third Monday of the month from 12:00 am to 4:00 am. 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 staff will announce the availability of new updates by sending e-mail to it-talk@utlists.utexas.edu.

User responsibilities

Subscribers of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

Campus Windows Server Update Services (WSUS) subscribers agree to:

  • Configure clients to use the WSUS server properly

In addition, Departments (via their IT support staff) agrees to:

  • Configure the membership of the WSUS groups through Group Policies.

Cost of Service

Cost information for this service can be found on the Windows Server Update Services (WSUS) site.

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!