Application Administration & Support

Base Level Services: 

Hosting and maintenance of applications including, but not limited to, EIS (PeopleSoft), Degree Management System (u.Achieve), Cognos, Hyperion, Sunapsis, Perceptive Content (imaging) and academic reporting and data analysis systems.

Service Level: 

Availability support is provided 24x7, excluding planned downtime. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.

Incident Response:

Severity Response Target Close / Timeframe
Campus Wide Outage 15 Minutes 4 Hours, 24x7
Major Administrative Process inoperable or degraded 30 Minutes 6 Hours, 24x7
Application feature error 2 Hours 12 Hours, M-F 8am-5pm
Services Not Included: 

Does not include clinical, research or local UNTHSC systems or support.

Customers Served: