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