The University of Texas at Austin

UT Lists

Last Updated: February 3, 2014 @ 11:48 am
Next Review Date: 01/01/2015
Service Manager: Michael P Kaczmarczik
Governance Group: None
Document Status: Published

Key Metrics

  • Availability: 99.9%
  • GUI Response: 10 seconds
  • Message delivery: 10 minutes

Overview

This document defines the service level agreement for UT Lists.

Service description

Mailing lists are used for teaching, collaboration, discussion, entertainment, announcements, and more. E-mail messages sent to a list are delivered directly to subscribers and are read with e-mail programs, such as Outlook or Thunderbird. The Web-based user interface allows users to create mailing lists, subscribe to lists, and otherwise manage their relationship with UT Lists.

UT Lists uses the Sympa mailing list manager software to manage mailing lists and deliver messages to subscribers. Sympa has internal subsystems devoted to mail distribution, mail archiving and bounce management. Incoming and outgoing mail is delivered using the campus IronPort mail appliances managed by ITS.

Intended users

Students, faculty, staff, and anyone outside of the campus community can subscribe to a mailing list, as long as the list owner approves the subscription.

At least one list owner must be a member of the campus community whose email address ends in utexas.edu.

Supported computing environment

The minimum recommended browsers are specified by the university's Web Guidelines.

In addition, UT Lists requires:

  • Use of the UT Lists Web interface requires browser support for Cascading Style Sheets (CSS) and JavaScript to be enabled.
  • Messages distributed through UT Lists contain standard Multipurpose Internet Mail Extensions (MIME) message headers. User mail readers must support MIME headers in order for messages distributed by UT Lists to be correctly formatted.

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

List owners are responsible for assisting subscribers with everyday subscription requests and questions.

Questions that cannot be addressed by list owners should be directed to Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.

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 on Wednesday evenings from 10 to 11 p.m. on a biweekly basis. See the ITS events calendar for specific dates. 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 UT Lists.

Account retention

Lists that have been inactive for 380 days will be closed automatically. To reactivate an inactive list, send a message to the list.

Closed lists will be purged and removed 90 days after the date they were closed. To reactivate a closed list, send an email request to the ITS Help Desk.

Archive storage limits

Mailing list archives are limited to 2GB in total size, including HTML versions of messages and associated index metadata.

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.

Users agree to comply with the standards set by the Information Security Office for storing and publishing Category II data per the ISO Data Classification Standard.

UT Lists users agree not to send Category I data via UT Lists mailing lists.

UT Lists subscribers agree to:

In addition to the items listed above, list owners agree to:

  • Respond to routine subscriber requests as needed

Cost of Service

Cost information for this service can be found on the UT Lists web site.

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We Can Help

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