The University of Texas at Austin

Managed IT Support

Last Updated: December 2, 2013 @ 8:27 am
Next Review Date: 01/01/2015
Service Manager: Terry A Gibson
Governance Group: None
Document Status: Published

Key Metrics

  • Tier 1 call answered by a live person: 70%
  • Tier 1 call resolution on the first call: 60%

Overview

This Service Level Agreement (SLA) defines the services and service levels between the service provider, ITS Customer Support Services, Managed IT Support (MITS), and the customers of that service (Customer). Eligible customers are the units, departments and colleges internal to the University of Texas at Austin.

Service Description

Managed IT Support (MITS) provides an efficient, cost-contained approach for colleges, schools and units to offer fully managed IT support. MITS starts with friendly, knowledgeable staff who understand your technical environment. This team of experts is supported by a technical infrastructure that allows us to deploy applications, updates and patches, as well as detect problems.

Intended Users

Managed IT Support customers

Supported Computing Environment

Managed IT Support provides desktop support for faculty and staff in colleges, schools and units campus-wide.

Technical Support

Both Tier 1 and Tier 2 technical support are available from 8 a.m. to 5 p.m. Monday through Friday, excluding all holidays and university closures.

Tier 1

There are three ways customers can contact Managed IT Support for remote and local support:

Initial Response
  1. Requests for support will be fulfilled based on priorities (Critical, High, Medium, Normal) which are determined by urgency and level of impact.

  2. Response is defined as a “good faith” effort to communicate with the customer using the contact information provided by that customer. Response may be via phone or voice mail, e-mail, or personal visit.

  3. Service Level response times to service requests are measured once a request is submitted via Footprints, the ITS issue tracking system. Other forms of contact may affect the ability of ITS to meet the requests in a timely fashion. Examples include:

    • Direct emails to individual support personnel
    • Direct phone calls to individual support personnel

Status Definitions with Initial Response Times

  • Critical - Within 30 minutes: Catastrophic inability to complete job duties. Example: computer does not turn on or boot up properly.
  • High - Within 2 business hours: Loss of a major job duty. Example: E-mail not working, not connected to internet, inability to print at all. VoIP (basic) not working, no phone service. Example: cannot receive incoming calls and cannot make outgoing calls.
  • Medium - Within 4 business hours: There is a problem to be solved, but customer is still functional and has other options available. Example: Desktop printer is not working, but customer has access to departmental printers. VoIP (basic) phone working but voicemail not working.
  • Normal - Within 8 business hours: General request for machine setup reformats or other tasks that are not time sensitive. Example: User needs help but will not be available until a few days later. General requests for VoIP (basic) request for feature changes, phone relocation, adding/changing service, new phone.

Tier 2

Issues that cannot be resolved remotely or over the phone will be escalated to the IT support team assigned to the site.

Patch Management

By default, desktops and laptops under contract with ITS Managed IT Support are enrolled into automated software updtes. For PCs, updates are deployeed via SCCM and for Macs, via Absolute Manage. Customers are notified via e-mail in advance of each monthly update deployment. Microsoft out-of-band and third-party critical updates (such as Java, Flash Player, and Adobe Reader) are deployed as they become available.

Responsibilities

Customer responsibilities in support of this agreement include:

  • The customer is the owner of their data, and must categorize that data according to university requirements.
  • Request help and services defined in Technical Support of this SLA.
  • Respond to MITS staff inquiries in a professional and timely manner.
  • Maintain compliance with all software licensing requirements.
  • Adhere to relevant University acceptable use , security policies and standards.
  • Department contacts review and approve departmental personnel administrative access to supported systems, based on business requirements.
  • Retain ownership and responsibility for completing Information Security Office Risk Assessment (ISORA) within the requirements set by the Information Security Office for the University of Texas at Austin.
  • Provide ITS with physical access to supported systems.

MITS responsibilities in support of this agreement include:

  • Ensure managed hosts meet standards established by UT policies, including acceptable use and security mandates.
  • Effectively and efficiently deploy operating systems, applications, software patches and updates.
  • Establish real time monitoring of device performance, compliance and inventory.
  • Minimize disruptions of customer production when desktop maintenance and support operations are performed.
  • Provide recommendations on hardware lifecycle.
  • Maintain a hardware inventory.
  • Coordinate maintenance, repair, and/or replacement for in-warranty hardware.
  • Assist customer in completing their annual reporting of the Information Security Office Risk Assessment (ISORA).
  • Coordinate and troubleshoot network connectivity in conjunction with the customer’s Technical Support Contact (TSC, as designated via the ITS Networking TSC tools).
  • Advise customers on security, networking or information technology best practices, policies, or requirements.

Cost of Service

Cost information for this service can be found on the Managed IT Support web site.

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