Last Updated: September 11, 2013 @ 1:57 pm
Next Review Date: 01/01/2014
Service Manager: Cooper Henson
Governance Group: None
Document Status: Published
This document defines the service level agreement for ERP UI.
Just as UT Direct provides a consistent look and navigation scheme across all customer-facing pages, the ERP UI was created to provide the same consistency among administrative applications, addressing the frustration many felt toward the lack of integration among web pages, the inability to locate web services, and inconsistent layouts and navigation. The ERP UI adheres to an established set of best practices for administrative application development and interface design, which makes it richly featured and user oriented
ERP UI can be used by Administrative application developers.
Supported computing environment
The minimum recommended operating system and client software requirements are:
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.
ERP UI end-users and application owners should report issues with ERP UI infrastructure to the ITS Help Desk, which provides Tier 1 (basic) support for the service. The ITS Help Desk will escalate issues as appropriate to the ERP Support Team. Users should report issues with an application to the developers of that application.
The ITS Help Desk will provide Tier 1 support for end-user and application owner problems to the greatest extent possible. The ITS Help Desk can be contacted during business hours at 512-475-9400 or online at ITS Help Desk
The ITS Help Desk may escalate issues internally to Tier 2 support. Routine requests are typically responded to within one business day. Routine requests are typically resolved within three business days.
The ERP Support team at ITS Applications provides Tier 3 support. Requests are typically responded to within one business day, and are typically resolved within three business days. Tier 3 support is available via the ERP UI Support mailing list at email@example.com
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 occurs on a bi-weekly basis after business hours. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for ERP UI.
Changes and release notes will also be delivered via the firstname.lastname@example.org mailing list. Please subscribe to the list or contact the ERP UI support team at email@example.com to be added.
ERP UI users and identified application owners agree to be aware of and adhere to the university's Acceptable Use Policy.
ERP UI application owners agree to register ERP UI applications in the Application Registry.
ERP UI application developers should be familiar with university Web application security standards, and with guidelines for secure Web application development. Minimum Security Standards
ERP UI application developers should be familiar with the following technologies.
Cost of Service
ERP UI is provided as a common good service with no additional costs to departments or users.
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