The University of Texas at Austin

Secure Messaging

Last Updated: September 11, 2013 @ 1:57 pm
Next Review Date: 01/01/2015
Service Manager: Cooper Henson
Governance Group: Business Services
Document Status: Published

Overview

This document defines the service level agreement for Secure Message System.

Service description

The Secure Message System provides employees in The University of Texas System with a way to transmit sensitive messages and data securely to anyone who can log in to UT Direct using a high assurance UT EID and password. 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

Availability: 99.39%

Intended users

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:

Technical support

Tier 1 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.

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 nightly after 6 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

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 Secure Message System.

User responsibilities

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.

We Can Help

Get help from an expert at the ITS Help 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!