Last Updated: June 14, 2012 @ 2:32 pm
Next Review Date: 01/01/2014
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.
