Portal - Maintenance and Operations

Base Level Services: 

EIS Portal (my.unt.edu, my.unthsc.edu, my.untsystem.edu, my.dallas.edu, and my.law.edu) application patch maintenance and support, including service request fulfillment and incident resolution

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: 
Service Type: