The University of Texas at Austin

Last Updated: June 14, 2012 @ 2:32 pm
Next Review Date: 01/01/2015
Service Manager: Dustin Slater
Governance Group: None
Document Status: Published

Overview

This document defines the service level agreement for *DPUSER.

Service description

*DPUSER is a mainframe application that supports a wide range of university applications and processes, including information about users, departments, applications, files, and application authorizations.

Intended users

*DPUSER can be used by staff members that have a *DPUSER logon.

Supported computing environment

Access to *DPUSER is provided through a mainframe 3270 emulator.

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 & Access Management (IAM) Liaison will refer issues to IAM 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 on Thursdays 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 *DPUSER.

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.

*DPUSER department contacts must also sign the *DPUSER Contact Memo

Cost of Service

*DPUSER is centrally funded. There is no charge to the user for this service.

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!