Last Updated: January 10, 2012 @ 10:54 am
Next Review Date: 01/01/2014
Service Manager: David A Cohen
Governance Group: IT Architecture & Infrastructure
Document Status: Published
Overview
This document defines the service level agreement for the University White Pages Directory (WHIPS).
Service description
The University White Pages Directory (WHIPS) is a public directory service that contains contact information of students, faculty, and staff. WHIPS is a repository of information consolidated for the public use of the community at large.
Intended users
WHIPS can be used by the public to find contact information of current students, faculty and staff.
Supported computing environment
The WHIPS web application is accessed through one of the preferred secure web browsers. The current list of supported browsers can be found on the university's Web Guidelines page. ITS also provides access to the Production WHIPS environment through a consolidated LDAPv3-based interface, and through the finger protocol.
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 submit a support request by emailing directoryteam@utlists.utexas.edu. Users may also call the ITS Help Desk at 512-475-9400 for assistance.
Tier 2
The ITS Help Desk may escalate issues to the WHIPS Administrators. Customers referred to the WHIPS Administrators will be contacted within one business day.
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 that is expected to be non-disruptive to customers occurs on Wednesdays from 9 a.m. to 11 a.m., though maintenance may not occur on every Wednesday. Installation of service, application, and security updates will be performed during the scheduled maintenance window whenever possible. Maintenance events that will involve a service disruption will be scheduled outside regular business hours. ITS will communicate all scheduled maintenance based on its published change notification process.
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 WHIPS.
User responsibilities
Users of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.
Cost of Service
There is no charge to the user for this service.
