Application Administration & Support

Base Level Services: 
  • Hosting and running of applications including, but not limited to, EIS (PeopleSoft), Degree Management System (DARS), Cognos, Hyperion and BlackBoard Analytics
  • Application software architecture assessment and consultation
  • Installation, Configuration and Administration of Application Software
  • Application of software patches & fixes
  • Assessment and execution of major software upgrades
  • Standards and practice for migration of software customizations and modifications
  • Point of contact with vendor technical support
  • Production Job definition and scheduling
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: