The University of Texas at Austin

Technical Resource Account Control (TRAC)

Last Updated: December 4, 2013 @ 2:38 pm
Next Review Date: 01/01/2015
Service Manager: Justin M Czimskey
Governance Group: None
Document Status: Published

Key Metrics

Availability: 98.9%

Overview

This document defines the service level agreement for the Technical Resource Account Control (TRAC) application.

Service description

TRAC is a service that allows users to provision and manage subscriptions to ITS provided services.

Intended users

TRAC is intended for use by individuals and department contacts to manage resource subscriptions including Austin Disk Services, Austin Exchange Messaging Service, Resnet, and others.

Supported computing environment

  • A qualified web browser
  • For proper functionality, users should have JavaScript and cookies enabled on their browsers.

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

End users should start with 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. The Identity & Access Management (IAM) Liaison will refer issues to IAM team members as needed.

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 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

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 TRAC.

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

TRAC is centrally funded. 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!