Services Catalog

Base Level Services:
  • Hosting and running of applications including, but not limited to, EIS (PeopleSoft), Degree Management System (DARS), Cognos, 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:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Business case development with customer
  • Define detailed requirements
  • Design solution
  • Develop solution with in-house staff or via third party
  • Test, implement and provide ongoing support for the application
Service Level:

Ongoing as needed and as planned

Services Not Included:

Does not Include Local Application Development

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • System administration and operation of the Zabbix availability and performance monitoring system including user administration and user support.
  • Monitoring and reporting of service levels for all systems and applications supported by IT Shared Services.
Service Level:

Ongoing as needed

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • EIS (PeopleSoft) based Application Development in support of ITSS governance approved projects
  • EIS (PeopleSoft) based web application analysis, design, development, testing, implementation, maintenance, and support services
  • User interface design for web-based software applications
  • Usability analysis, testing and recommendations including Web Accessibility compliance
  • EIS application integration and customizations including security solutions
Service Level:

65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).

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:

Application development for non-UNT System units.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Contract and Relationship Management with vendor; Handle contractual payments for services rendered. Review and manage contract service levels. Liaison between Advancement Offices and Blackbaud for contract management services.

This hosted product provides Advancement Offices of all three campuses services via the following BlackBaud products: Raiser’s Edge, Gift Processing, Event Management, Donor Prospect Portfolio Management, NetCommunity Web Site and online giving, and Business Intelligence data warehouse

PeopleSoft General Ledger feed (outbound), and Imports of data from ITSS operated Student and Human Resource systems (inbound).

Service Level:

Contracted availability is 99.9%, 24x7, excluding planned downtime, calculated monthly (Planned downtimes are Tuesdays and Thursdays from 11:00pm-3:00am EDT/EST and Sundays from 3:00am-7:00am EDT/EST)

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC
Base Level Services:
  • Provide network connectivity and troubleshooting for IP devices including cameras, door access systems, fire alarms, etc. ,
  • Provide server support for Metasys, DNA Fusion and any other required in-house system
Service Level:

N/A

Services Not Included:
Customers Served:
UNT, UNTD, UNTD College of Law, UNTS
Base Level Services:

Operate the business intelligence Extract Transform Load and associated database infrastructure as well as the Cognos reporting infrastructure to support business intelligence activities across the UNT System Components.

Service Level:

Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. 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:

Delivery of user reporting or online search activities.
Does not include Business Intelligence Local to Campuses

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Annual budget process including preparation, development, negotiating, monitoring, management and reporting requirements
  • Cost allocation
  • Maintain rolling capital replacement plan
  • Employee administrative support; all HR functions for ITSS
  • Purchasing services for hardware, software and services
  • Payment services for all ITSS services and contractual obligations
  • Executive Support
Service Level:

Ongoing

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Design, install, upgrade as needed and maintain campus data distribution network providing 10/100 Mbps and 1/10 Gbps connectivity speeds depending on the application requirements. Support sub-netting, segmentation, redundancy, capacity planning, IP address management, equipment evaluation and selection, vendor evaluations and inventory management. Based on customer written specifications for service and schedule information.

 

Service Level:

Availability: 99.5% (excludes unplanned power outages in addition to equipment availability).

Service Request Response:

Service Request Response Design and Assessment
Routine Request - to activate an existing data port(s) 8 business hours 5 business days

Incident Response:

Severity Response Resolution
Critical Incident - service outage of 49 or more users in a single building 1 hour 8 hours
Routine Incident - service outage of 48 or less users in a single building 4 business hours 24 business hours
Services Not Included:

Application support.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Operating hours are from 8:00 a.m. to 5:00 p.m. Monday-Friday except on scheduled holiday closures. After hours incidents can be logged into our ticket queue for next day resolution.
  • Provide Desktop, network printer, peripheral device support and consultation for new software, hardware and technology services. Computer purchase, printer, and peripheral quotes will be provided for replacement and new purchases.
  • Repair Dell and Apple PCs while under warranty through vendor.
  • File server management and support including monitoring and restoring file backups, and recovery of files stored on supported File Servers.
  • Tier one support for network connectivity including network access from the PC to the wall jack.
  • Provide user account management, security group access, email distribution group creation, generic email and calendar account creation, desktop computer imaging, software deployment, PC inventory control tracking, remote desktop support, Windows updates and OS support and approved MAC support.
  • Application Server support for approved Servers.
  • Support for mobile devices and tablets is limited to email configuration and VPN configuration as needed.

 

Service Level:

File Server Availability: 99.5%, 24x7, excluding planned downtime, calculated monthly.

Incident Response: Target is 85%

Incident Response:

Severity Response Resolution
Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks 30 minutes 8 hours
Routine Incident – A problem that affects a user’s ability to use a service 1 business day 3 business days
Services Not Included:
  • Outsourced application support
  • Third party application support at the functional level
  • Hardware support for equipment out of warranty or leased equipment
  • Software support for unapproved software downloads and purchases
  • Tablet and mobile devices are only supported on a limited basis
  • Printing from mobile devices is not included
  • Files saved to the computer desktop, My Documents folder and C: drive (local computer hard drive) are not backed up.

 

Customers Served:
UNTD, UNTD College of Law, UNTS
Base Level Services:
  • Design, install, upgrade as needed and maintain the campus wireless networks providing 802.11b/g/n connectivity speeds.
  • Support redundancy, capacity planning, IP address management, VPN management, day-to-day operation, equipment evaluation and selection, vendor evaluations and inventory management.
  • Based on customer written specifications for service and schedule information.
Service Level:

Availability: 99.5% (excludes unplanned power outages in addition to equipment availability).

Service Request Response:

Service Request Response Design and Assessment
Routine Request - a request for additional coverage or specific ports access 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident - a wireless outage that affects one or more buildings and 49 or more users 1 hour 8 hours
Routine Incident - a wireless outage that affects a part of a building and 48 or fewer users 4 business hours 24 business hours
Services Not Included:

Application support.

Customers Served:
UNT, UNTD, UNTS
Base Level Services:
  • Conduct requirements/needs analysis for cellular services.
  • Negotiate with vendors to provide services, research new vendor offering for mobile integration.
  • Review monthly billing statements and process cellular billing.
  • UNTHSC
    - Process internal requests/approvals
    - Order requested equipment
    - Process with a $10 fee for each service line (phone number)
    - Provide customer with reports regarding their services
Service Level:

As contracted with retail service provider

Service Request Response:

Service Request Response Design and Assessment
Routine Request - order for service or change of an existing service 8 business hours 5 business days

Incident Response:

Severity Response Resolution
Critical Incident/Request -Customer experiences total loss of service, is going out of town and needs an adjustment to service for the trip or needs billing reports for budget audit 1 hour 8 hours
Routine Incident/Request - Customer requests replacement for broken accessory or a change in service. 4 business hours 8 business hours
Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • General Web and Drupal Site provisioning1st and 2nd Level Support for Academic, Administrative, Faculty etc.
  • Module recommendation and installation
  • Security and Module updates Consulting Services on Drupal Functionality and site building tasks
  • Operation of primary web farm (administration, backup, and disaster recovery)
Service Level:

Availability: 99.6%, 24x7, excluding planned downtime, calculated monthly.

Service Request Response:

Service Request Response Design and Assessment
Routine Request 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident - one or more site is unavailable 1 hour 8 hours
Routine Incident - isolated to a single site, not affecting service availability. 4 business hours 24 business hours
Services Not Included:

Website development and design.

Customers Served:
UNT, UNTD, UNTS
Base Level Services:

Acquisition and assignment of SSL certificates including renewals

Service Level:

Incident Response:

Severity Description Response Objective Resolution Objective
Support Incident All service incidents are passed on to the certificate services vendor 1 business hour 8 business hours
Routine Request Request for new certificate type, new domain or other changes 8 business hours 3 business days
Services Not Included:
Customers Served:
UNT, UNTD, UNTD College of Law, UNTHSC, UNTS
Base Level Services:
  • Perform research, design, procurement and installation of instructional equipment based on standard configuration (does not cover the cost of equipment or supplies);
  • Monitor room equipment to ensure correct operation;
  • Perform room equipment repair; (does not cover cost of equipment if not in warranty);
  • Perform PC operating system and application maintenance in support of general operation.
  • Provide Instructor assistance via telephone or onsite interactions;
Service Level:

Incident Response: Target 85%

Incident Response:

Severity Response Resolution
Critical Incident – Building or multiple classrooms are out of service and are unable to accomplish University tasks 30 minutes 8 hours
Routine Incident – A classroom or classroom equipment is out of Service 1 business day 3 business days
Services Not Included:
Customers Served:
UNTD, UNTD College of Law, UNTS
Base Level Services:
  • Internal and external government reporting
  • IT audit response
  • Risk Management
  • Governmental Relations
  • IT policy development and administration, compliance reviews and enforcement
  • ITSS physical security, records management, website compliance, compliance status reporting, assessment and monitoring of new regulations
Service Level:

As Needed

Services Not Included:
Customers Served:
UNT, UNTD, UNTS
Base Level Services:
  • Hardware infrastructure support
  • Database administration
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application of major upgrades, patches, and fixes to the purchased application software products
  • Development of regular production reports and assistance of users in the development of queries
  • Creation of "home grown" solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models
  • Training development services
Service Level:

Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. 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:

N/A

Customers Served:
UNT
Base Level Services:

Modifications to CRM system

Service Level:

65% percent of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:
Customers Served:
UNT
Base Level Services:

Oversight logging, reporting & scheduling; support for staff who perform production processing, application and data base management; hardware installation of servers, racks, electrical wiring, cooling, and network cabling in the data centers when requested; environmental monitoring; physical security of all data centers; responsible for electrical/mechanical data center installations; inventory tracking, surplus and secure removal of equipment; network cable installation support

Service Level:

Data Center Availability: 99.671%, 24x7

Service Request Response:

Service Request Description Response Design and Assessment
Routine Request Non-incident request for equipment installations, removals or other changes 8 business hours 3 business days

 Incident Response:

Severity Description Response Resolution
Data Center outage A data center is unavailable due to power, cooling or other environmental issue <5 minutes 4 hours
20+ systems out of service A production service unavailability across multiple devices in a data center due to power, cooling or other environmental issue 30 minutes 6 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 4 hours 8 hours
Routine Incident An incident impacting non-production service or minimal to no impact on production operations 4 business hours 8 business hours
Services Not Included:
  • Server hardware, network hardware, OS or application management at HSC except those managed by IT Shared Services
  • Any clinical, practice management, high security research or other local systems at UNTHSC.

 

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Design, install, upgrade as needed and maintain the data center network providing for critical computing resources (EIS, etc.). Support firewalls, VPNs, load balancing, redundancy, capacity planning, IP address management, day-to-day operation, equipment evaluation and selection, vendor evaluations and inventory management. Any UNTHSC data center network service is based on advance approval in writing by the UNTHSC CIO.

Service Level:

Availability: 99.5%, 24x7

Service Request Response:

Service Request Response Design and Assessment
Routine Request - activating an existing port 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident - an outage affecting 24 or more systems (ports) 1 hour 6 hours
Routine Incident - an outage affecting 23 or less systems (ports) 4 business hours 10 business hours
Services Not Included:

Application Support; Any clinical or other high security research networks in the data center at UNTHSC.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Installation, maintenance and support of the backup infrastructure including D2D, tape and media agent systems; assist with agent installations; assist with area restores; trouble shooting backup/restore issues; storage policy definition and implementation; backup reporting for customer distribution; determination of backup storage and tape requirements; management of offsite storage and media; based on customer written specifications for service and schedule information.

Service Level:

Availability: 99.621%, 24x7

Service Request Response:

Service Request Description Response Design and Assessment
Routine Request Non-incident request for adding clients, configuring new service or other changes 8 business hours 3 business days

 Incident Response:

Severity Description Response Resolution
Critical Incident An incident or request that has a major impact on production backups or restoration of production operations 1 hour 8 hours
Routine Incident An incident or request impacting non-production service or minimal to no impact on production operations 4 business hours 8 business hours
Services Not Included:
  • Monitoring of success of individual server backups: that is the responsibility of the manager of the server.
  • Backup management services for workstations and laptops.
  • Enforcement of retention outside of individually established and agreed upon policies.
  • Any clinical, practice management, research or other local UNTHSC system.

 

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Installation, configuration and maintenance of storage arrays; installation, configuration and maintenance of datacenter storage networks (both fiber and iSCSI).
  • Storage capacity planning; configuration and management of data replication based on classification or customer request; based on customer written specifications for service and schedule information.
Service Level:

Service Request Response:

Service Request Description Response Design and Assessment
Routine Request Non-incident request for volume addition, deletion, replication, snapshot or other changes 4 business hours 2 business days

 Incident Response:

Severity Description Response Resolution
Storage System Down A production storage system is unavailable 30 minutes 4 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 1 hour 8 hours
Routine Incident An incident impacting non-production service or minimal to no impact on production operations 1 business hour 8 business hours
Services Not Included:
  • Support for servers or storage systems outside of an ITSS-managed data center
  • Any clinical, practice management, research or other local systems at UNTHSC.
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Limited to Oracle and MS SQL/Server databases; installation and configuration; maintenance and support; performance management; backup and recovery, based on customer written specifications for service and schedule information.

Service Level:

Service Request Response:

Service Request Description Response Design and Assessment
Routine Request Non-incident request for database creation, deletion, backup or other changes 8 business hours 3 business days

 Incident Response:

Severity Description Response Resolution
Production Database Outage Production database(s) are unavailable 30 Minutes 4 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 1 hour 8 hours
Routine Incident An incident impacting non-production service or minimal to no impact on production operations 4 business hours 8 business hours
Services Not Included:

Any clinical, practice management, research or other local systems at UNTHSC.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Operate application system to support UNT degree management.

Service Level:

Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. 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:

N/A

Customers Served:
UNT, UNTD
Base Level Services:
  • Provide IP, software, hardware support through warranty,
  • Provide connectivity troubleshooting, consultation services, research, design of digital signage systems
  • Provide access control to the content management system
Service Level:

N/A

Services Not Included:

Content management for all Digital Signage Systems is the responsibility of the system owner

Customers Served:
UNTD, UNTD College of Law, UNTS
Base Level Services:
  • Directory Services for authentication. Application infrastructure for most services. Permissions for File/Print services, IE, LDAP, AD, shibboleth and radius
  • Workstation management PKI/ Certificate services, Microsoft Active Directory Certificate Service, Federation Service (ADFS), System Center Operations Manager (SCOM), Configuration Manager (SCCM), Volume License Service and Account Management System (AMS) web site.
Service Level:

99.9%, 24x7

Service Request Response:

Service Request Response Design and Assessment
Routine Request - account lockout, problem authenticating, or incorrect directory information 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident – an outage or issue that affects 50 or more users 1 hour 8 hours
Routine Incident – an outage or issue that affects 49 or less users 4 business hours 8 business hours
Services Not Included:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

For ITSS enterprise systems, manages the ITSS disaster recovery and business continuity plan (DR/BCP), test the DR/BCP, provides disaster recovery incident response and communication support, maintains the UNT Ready service.

Service Level:

Ongoing

Services Not Included:

Clinical, research, and other local systems at UNTHSC.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Email, Calendaring, Contacts & Resource Reservation

Service Level:

Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly.

Incident Response:

Severity Response Resolution
Critical Incident - an outage or issue that affects 50 or more users 1 hour 8 hours
Routine Incident - an outage or issue that affects 49 or fewer users 4 business hours 24 business hours
Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Provide mass notification of students, faculty and staff at UNT System and each Campus.

Service Level:

99.9%

Services Not Included:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Hardware infrastructure support
  • Database administration
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application of major upgrades, patches, and fixes to the purchased application software productst
  • Development of regular production reports and assistance in the development of queries
  • Creation of “home grown” solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models
  • Training development services
Service Level:

Availability: 98.9%, excluding planned downtime, calculated monthly. 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:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Modifications to Financial Systems

Service Level:

65% of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Manages customer relationships and governance processes, maintains management of the ITSS portfolio of services and provides project management services for all ITSS-delivered services. Develops strategic initiatives from customer submitted business needs.

Service Level:

65% percent of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Hardware infrastructure support
  • Database administration
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application of major upgrades, patches, and fixes to the purchased application software productst
  • Development of regular production reports and assistance of users in the development of queries
  • Creation of “home grown” solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models
  • Training development services
Service Level:

Availability: 98.9%, excluding planned downtime, calculated monthly. 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:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Modifications Human Capital Management Systems

Service Level:

65% of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:

N/A

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Assist departments on getting Capturenow license.
  • Assist with planning drawer and document structure within department.
  • Build Learnmodes for linking based on PeopleSoft pages.
  • Build workflow for department based on departmental needs.
  • Create custom properties and field as needed.
  • Build users, groups, doc types and doc type lists.
  • Configure server and security settings for each department. Configure scanners to work with ImageNow.
  • Test and troubleshoot scanning and ImageNow issues
  • Assist users with adding additional features after initial rollout.
Service Level:

System Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. 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.

65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).

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:

Departmental business process training and management within department.

Customers Served:
UNT, UNTD, UNTS
Base Level Services:
  • Customer service request generation
  • Incident management tracking
  • Change management tracking
  • Knowledgebase management
Service Level:

Service availability and office hours

The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.

Application administration support is available 8am - 5pm, Monday - Friday. On call support available after hours for emergencies

Scheduled and Unscheduled Maintenance

Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.

Backup and Disaster Recovery

In the event of a disaster, services will be operational in the DRS within six hours.

Services Not Included:

Inventory lifecycle management

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Information Security Officer roles and responsibilities.
  • Security incident response (CERT) and forensic analysis
  • Risk assessment and vulnerability scanning services
  • Intrusion detection and network monitoring, consultation for risk management decision making
  • Consultation on security related compliance issues, consultation on security architecture and secure system design, antivirus/Malware, Encryption, and data leak prevention tool support, distribution, and management
  • Security training and awareness
  • DIR TAC 202 compliance, monthly and quarterly reporting on aspects of the security program, security research services, policy development, audit response for ITSS-responsible areas in collaboration with campuses
Service Level:

Ongoing

Services Not Included:

Special management and monitoring required for compliance of high security clinical, practice management, research and other local systems at UNTHSC. Campus IRM responsible for campus IT reports.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Management of ITSS governance processes, committees and initiative requests. Includes support and operations of all communications, technology and workflow systems required to manage governance processes.

Service Level:

Ongoing

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Develop and report metrics measuring the quality and performance of and the satisfaction with IT services.

Service Level:

Service availability and office hours

Service is generally available 8am - 5pm Monday - Friday by appointment.

65% of projects completed on time, within budget, as originally planned (without scope changes or customer delays)

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Supports IT strategic planning initiatives and assessment measures. Manages ITSS travel reimbursement services, space and asset inventories, offices moves, renovations, key systems and maintenance, card swipe systems, and alarm systems; develops space and floor plans. Acts as Discovery Park building representative and manager of ITSS emergency services and safety coordinator program. Provide reception and guest services.

Service Level:

As Needed

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • System Administration for 5 unique Blackboard environments including : Production, Development, Data Recovery, Failover/Disaster Recovery, and Next Generation Software Development
  • Management of archiving and course retention for all Blackboard sections-Development and maintenance for a suite of add-on management tools integrating the Blackboard Course Management System with UNT’s enrollment services.
Service Level:

Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime is scheduled every Saturday 11:00pm – Sunday 2:00am. Extended downtimes (for infrastructure maintenance major upgrades, etc.) are planned and scheduled as needed

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:

Faculty and student support of Blackboard LEARN 9.1, and design and development of online courses.

Customers Served:
UNT, UNTD
Base Level Services:

Direct support for all Microsoft servers and enterprise applications; risk assessments for all major Microsoft systems; training for application managers; proactive planning and guidance

Service Level:

Ongoing

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Provide operational support for the campus firewall and VPN services for the data network including firewall rule changes and VPN access control. Support the day-to-day operations and growth of various campus firewalls (currently 48 firewalls across the System) and VPN’s (currently 7 VPN systems across the System) for UNT Denton, Discovery Park, UNT Dallas, UCD, Active Directory and Outlook service, primary and backup data center networks, PCI security compliance network (SCN), maintain and optimize all firewall and VPN rules and upgrade firewall hardware as needed.

Service Level:

Availability: 99.95%, 24x7

Service Request Response:

Service Request Response Design and Assessment
Routine Request - new or modified firewall rule 8 business hours 5 business days

 Incident Response:

Severity Response Resolution
Critical Incident - an outage or issue that affects 50 or more users 1 hour 8 hours
Routine Incident - an outage or issue that affects 49 or less users 4 business hours 24 business hours
Services Not Included:

Does not include UNTHSC special clinical or research systems or support

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Hardware infrastructure support
  • Database administration
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application for major upgrades, patches, and fixes to the purchased application software products
  • Development of regular production reports and assistance in the development of queries
  • Creation of “home grown” solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models
  • Training development services

 

Service Level:

Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. 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:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Modifications to Portals

Service Level:

65% of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Manages professional development and IT training programs

Service Level:

As Needed

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Maintains licensing and contract management for existing cross-institutional research software products (e.g., SPSS, SAS, etc.)

Service Level:

Ongoing

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Hardware or VM provisioning; determine security level of data hosted by server; determine firewall requirements; OS installation; baseline security scans and resolution of issues; application or service installation and/or role enablement; security scans after applications, service and role enablement’s have been done; arrange for backups of the server; setup appropriate firewall rules; setup appropriate IPsec rules; communicate the security information about the server to the appropriate department contact; provide access to user department

Service Level:

Virtual Server provisioning in less than 30 minutes for basic, non-managed VM server during business hours.

Physical or Virtual Server availability 99.172%, 24x7, less planned downtime. Planned downtime for production environments is 12 hours every quarter scheduled to minimize any disruptions.

Incident Response:

Severity Description Response Objective Resolution Objective***
Production Server Down A production server is either offline or is causing a production service to be unavailable for the entire system 30 minutes 4 Hours
20+ People out of service A production service unavailability is impacting more than 20 users 1 Hour 6 Hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 4 Hours 8 Hours
Routine Incident An incident impacting nonproduction service or minimal to no impact on production operations 4 business hours 8 business hours
Routine Request Non-incident request for OS/patch/applicat ion installation,server restart or other changes 8 business hours 3 business days

*Actual resolution depends on nature of the outage and potentially vendor availability.

Services Not Included:

Purchasing of application software/licenses, and any clinical, practice management, research or other local systems at UNTHSC.

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Develop and administer the execution of ITIL processes in support of the major operational processes in ITSS.

Service Level:

Service availability and office hours Service is generally available 8am - 5pm Monday - Friday by appointment.

65% of projects completed on time, within budget, as originally planned (without scope changes or customer delays)

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Operation (administration, backup, and disaster recovery) for UNTranet production system, ReDUNtranet - failover for production system, and UNTranetDEV - development and testing system.

Service Level:

Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime is the second Saturday of each month from 10:00pm – Sunday 2:00am.

Service Request Response:

Service Request Response Design and Assessment
Service Request 8 business hours 2 business days

 Incident Response:

Severity Response Resolution
Critical Incident - one or more site(s) are unavailable 1 hour 8 hours
Routine Incident - isolated to a single site, not affecting service availability 4 business hours 24 business hours
Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Provide UNT System-wide contracting, procurement and initial software distribution of enterprise computing server and desktop software (e.g., Microsoft licenses, Adobe licenses, etc.)

Service Level:

Ongoing

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:
  • Hardware infrastructure support
  • Database administration
  • Application infrastructure administration
  • Security administration
  • Development of customizations and interfaces for the purchased baseline system
  • Maintenance support to the functional user departments
  • Management and application of major upgrades, patches, and fixes to the purchased application software products
  • Development of regular production reports and assistance of users in the development of queries
  • Creation of "home grown" solutions for university administration departments
  • Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Training development services

Service Level:

Availability: 98.9%, excluding planned downtime, calculated monthly. 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:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Modifications to Student Systems

Service Level:

65% of projects completed on-time and within budget as originally planned (without scope changes or customer delays).

Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Install, maintain, contract management, user training, inside plant (wiring), outside plant (wiring), password management (voicemail/UM) records management (station, user, cable, etc.), monthly billing, operator services, move and change services, investigate new options and services (mobile integration, unified communications, VOIP, etc.) and inventory management

Service Level:

Availability: 99.9%, 24x7

All work delivered to project plan specifications

Service Request Response:

Service Request Response Design and Assessment
Routine Request - move, add or change services 8 business hours 3 business days

 

Incident Response:

Severity Response Resolution
Critical Incident – an outage or issue that affects 49 or less users 1 hour 8 hours
Routine Incident – an outage or issue that affects 49 or less users 4 business hours 16 business hours
Services Not Included:
Customers Served:
UNT, UNTD, UNTS
Base Level Services:
  • Install, maintain, contract management, user training, inside plant (wiring), outside plant (wiring), circuit orders, billing and support, password management (voicemail / UM), records management (station, user, cable, etc.), monthly billing, move and change services, investigate new options and services and inventory management.
  • Service and support for pager services. Service and support for Contact Center (ACD, call center system). CDR for long distance usage.
  • Billing service and support for long distance, non-PBX telephone lines and remote offices/clinics.
Service Level:

Availability: 99.9%, 24x7

Service Request Response:

Service Request Response Design and Assessment
Routine Request - move, add or change services 8 business hours 3 business days

 Incident Response:

Severity Response Resolution
Critical Incident – an outage or issue that affects 49 or less users 1 hour 8 hours
Routine Incident – an outage or issue that affects 49 or less users 4 business hours 16 business hours
Services Not Included:

Data services set-up and support.

Customers Served:
UNTHSC
Base Level Services:

Voicemail into an email based on usage

Service Level:

Availability: 99.9%, 24x7, excluding planned downtime, calculated monthly.

Service Request Response:

Service Request Response Design and Assessment
Routine Request - move, add or change services 8 business hours 3 business days

 Incident Response:

Severity Response Resolution
Critical Incident – an outage or issue that affects 49 or less users 1 hour 8 hours
Routine Incident – an outage or issue that affects 49 or less users 4 business hours 16 business hours
Services Not Included:
Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Design, install, upgrade as needed and maintain the video conferencing network including the Multipoint Control Unit that allows connections of multiple videoconference sites together. Support day-to-day operation of the network, equipment evaluation and selection and vendor evaluations.

Service Level:

Availability: 99.5%, 24x7 (includes unplanned power outages in addition to equipment availability).

Service Request Response:

Service Request Response Design and Assessment
Routine Request 8 business hours 5 business days

Incident Response:

Severity Response Resolution
Critical Incident – a loss of full connectivity (all video conferencing facility at any of the System locations) 1 hour 8 hours
Routine Incident -a partial loss of connectivity (any video conferencing facility at any of the System locations) 4 business hours 24 business hours
Services Not Included:

Scheduling of videoconference rooms and design of videoconference rooms .

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Central design, support and management of virtual server infrastructure, operating systems and associated storage/backup systems.

Service Level:

Availability: 99.621%, 24/7

Incident Resolution

Severity Description Response Objective Resolution Objective***
VM Cluster Down A production server is either offline or is causing a production service to be unavailable for the entire system 30 minutes 4 hours
20+ People out of service A production service unavailability is impacting more than 20 users 1 hour 6 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 4 hours 8 hours
Routine Incident An incident impacting nonproduction service or minimal to no impact on production operations 4 business hours 8 business hours
Routine Request Non-incident request for OS/patch/applicat ion installation, server restart or other changes 8 business hours 3 business days
Services Not Included:

Does not include special and high security local campus virtualized servers

Customers Served:
UNT, UNTD, UNTHSC, UNTS
Base Level Services:

Design, install, upgrade as needed and maintain the wide area network. Support redundancy, capacity planning, interface to LEARN (Lone Star Education And Research Network) and other service providers, firewall configurations, equipment evaluation and selection, vendor evaluations, inventory management and day-to-day operations.

Service Level:

Availability: 99.95%, 24x7.

Service Request Response:

Service Request Response Design and Assessment
Routine Request – changes to existing firewall rules 8 business hours 5 business days

Incident Response:

Severity Response Resolution
Critical Incident – a loss of internet or EIS connectivity at any of the System locations 1 hour 8 hours
Routine Incident – a partial loss of connectivity(specific services, i.e. payroll, etc.) 4 business hours 16 business hours
Services Not Included:

Application support.

Customers Served:
UNT, UNTD, UNTHSC, UNTS