The University of Texas at Austin

Software Distribution and Sales

Last Updated: January 27, 2014 @ 3:00 pm
Next Review Date: 01/01/2015
Service Manager: Margaret A Myrick
Governance Group: None
Document Status: Published

Key Metrics

  • Availability : 98.9%

Overview

This document defines the service level agreement for Software Distribution and Sales (SDS).

Service description

SDS provides UT Austin, the UT System, and Higher Education in the State of Texas with discounted software through centrally negotiated agreements. SDS consists of a product database, TXSHOP storefront, and digital download service.

The SDS database stores product, customer, and transaction records for software license and media sales to customers. License purchases are made through a University of Texas Electronic Identifier (UT EID) protected TXSHOP storefront. The SDS Digital Download service allows a user to download software packages from an online archive of available products. Users are authorized for access to a specific package, either by UT EID or via an individual use URL which is sent via e-mail.

Intended users

Any member of the UT System is eligible to obtain license(s) for use of software provided by SDS for educational purposes. License agreement rules vary by software package. Students of the UT System may be required to show proof of enrollment.

For specific rules concerning eligibility to download University of Texas software, please see the below TXSHOP help pages.

EID protected storefronts

Proof of enrollment for university software

Supported computing environment

The Software Distribution and Sales Digital Download service is supported on the list of preferred secure browsers. The current list of browsers can be found on the university's Web Guidelines page.

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

Tier 1 Technical Support is provided by the ITS Help Desk, who can be reached at (512) 475-9400 or by e-mailing help@its.utexas.edu. Questions about using the system can be sent to software@its.utexas.edu or can be answered by the SDS FAQ

Tier 2

The SDS administrator will escalate issues as needed to the Service Provisioning team in ITS Applications.

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 Thursday mornings at 7:30 a.m. 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 SDS and SDS Digital Download.

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.

Cost of Service

There is no charge to the user for this service.

We Can Help

Get help from an expert:

* ITS Help and Service 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!