Technical Resource Account Control (TRAC)
Last Updated: December 4, 2013 @ 2:38 pm
Next Review Date: 01/01/2015
Service Manager: Autumn E Shields
Governance Group: None
Document Status: Published
This document defines the service level agreement for the Technical Resource Account Control (TRAC) application.
TRAC is a service that allows users to provision and manage subscriptions to ITS provided services.
Supported computing environment
- A qualified web browser
Both Tier 1 and Tier 2 technical 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.
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.
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 involving service potential service interruption may occur either Tuesday or Wednesday at 7:00am, as needed. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance. Maintenance not requiring service interruptions will be performed as needed.
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 TRAC.
Subscribers (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
TRAC is centrally funded. There is no charge to the user for this service.