The University of Texas at Austin

Urgent Email System

Last Updated: November 20, 2013 @ 2:45 pm
Next Review Date: 01/01/2015
Service Manager: Cooper Henson
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Overview

This document defines the service level agreement for the Urgent Email System.

Service description

The Urgent Email System is a web application and an updated solution that allows authorized senders to send Urgent Bulk Emails to all the students and employees of UT Austin during an emergency. Urgent Bulk Emails are defined as “an important announcement from an executive officer or designated representative regarding an imminent occurrence.”

Availability: 99.99%

Intended users

The Urgent Email System can be used by authorized senders from University Operations-Communication and Campus Safety & Security.

Supported computing environment

The minimum recommended operating system and client software requirements are:

Technical support

For questions concerning the Urgent Email System, contact the ITS Ecommunications Group at group-email@utlists.utexas.edu.

Users can also call the ITS Help Desk at 512-475-9400.

For after-hours emergency technical support, contact the System Operators at problems@its.utexas.edu. Operators will contact Urgent Email Stewards, who will respond immediately upon notification.

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 occurs bi-weekly on Wednesdays between 5:00pm and 7:00pm as required. Maintenance may be scheduled at other days/times when required to coordinate with other developers. 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 the Electronic Inbox

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.

Urgent Email System subscribers agree to:

  • Periodically login to the system to confirm that they can access it through regularly-used browsers.

  • Periodically test the Urgent Email System.

Cost of Service

The Urgent Email System is provided as a common good service with no additional costs to authorized departments and 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!