Apollo
Last Updated: January 10, 2012 @ 5:07 pm
Next Review Date: 01/01/2013
Service Manager: Dustin Slater
Governance Group: None
Document Status: Published
Overview
This document defines the service level agreement for Apollo.
Service description
Apollo is a mainframe based authorization system used by the administrative applications housed on the mainframe or within the UT Direct application framework.
Intended users
Apollo can be used by mainframe developers to provide authorization functionality in the applications they maintain.
Supported computing environment
The web interface to Apollo is supported in the list of preferred browsers. The current list of browsers can be found on the Web Guidelines page.
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 call the ITS Help Desk at 512-475-9400.
Tier 2
Departmental support staff and the ITS Help Desk may escalate issues to Tier 2. The Identity Management (IDM) Liaison will refer issues to IDM team members as needed.
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 may occur either Tuesday or Thursday at 7:00am, as needed. 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 Apollo.
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.
Cost of Service
Apollo is centrally funded. There is no charge to the user for this service.
