Last Updated: December 16, 2015 @ 2:41 pm
Next Review Date: 01/01/2016
Service Manager: Heather Langley
Governance Group: Business Services
Document Status: Published
This document defines the service level agreement for Secure Message System.
The Secure Message System provides employees in The University of Texas System with a way to transmit sensitive messages and data securely from anyone who has a high assurance UT EID to anyone who has a UT EID. In addition to being available only to designated recipients, these secure messages expire after a specified period of time (not to exceed 31 days), so that old, sensitive information does not remain available indefinitely
Secure Messaging can be used by anyone with a high-assurance EID (students, faculty, and staff).
Supported computing environment
The minimum recommended operating system and client software requirements are:
Tier 1 support is available during normal business hours. Routine requests are typically addressed within one business day.
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400.
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 may occur nightly after 5 p.m. for outages of less than one hour. 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 Secure Message System.
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
Secure Messaging is provided as a common good service with no additional costs to departments or users.