Last Updated: September 10, 2013 @ 1:57 pm
Next Review Date: 01/01/2013
Service Manager: Cooper Henson
Governance Group: IT Architecture & Infrastructure
Document Status: Published
This document defines the service level agreement for UT Direct.
UT Direct is a campus portal which enables users to easily access university services in a customized and personalized environment that provides a consistent framework and authentication across applications. The UT Direct API allows developers to brand their applications with a common look and feel. The UT Direct home page allows users to customize the content they see, and to bookmark the sites they visit most frequently.
UT Direct can be used by student, faculty, and staff.
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.
UT Direct end-users and application owners should report issues with UT Direct infrastructure to the ITS Help Desk, which provides Tier 1 (basic) support for the service. The ITS Help Desk will escalate issues as appropriate to the ITS Applications Web Technologies Team. Users should report issues with an application to the developers of that application. Contact information for each application is available in the UT Direct footer.
The ITS Help Desk will provide Tier 1 support for end-user and application owner problems to the greatest extent possible. The ITS Help Desk can be contacted during business hours at 512-475-9400 or online at ITS Help Desk
The ITS Help Desk may escalate issues internally to Tier 2 support. Routine requests are typically responded to within one business day. Routine requests are typically resolved within three business days.
The UT Direct team at ITS Applications provides Tier 3 support. Requests are typically responded to within one business day, and are typically resolved within three business days. Tier 3 support is available via the UTD Stewards email list at email@example.com.
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 for the UT Direct service is essential for upgrades and to maintain security, and may occur the third Sunday of the month, from 1 to 2 a.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance. Scheduled maintenance window will be announced on the ITS Services Status page.
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 UT Direct.
UT Direct users and identified application owners agree to be aware of and adhere to the university's Acceptable Use Policy.
UT Direct application owners agree to register UT Direct applications in the Application Registry.
UT Direct application developers should be familiar with university Web application security standards, and with guidelines for secure Web application development. Minimum Security Standards
Cost of Service
UT Direct is provided as a common good service with no additional costs to departments or users.
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