Purpose

This Service Level Objective (SLO) presents the services and level of support provided by the UT Service Desk to the University of Texas at Austin campus community.  This SLO will be reviewed annually and remains valid until revised. 

This SLO details the UT Service Desk's commitment to the campus by:

• Documenting the responsibilities of the UT Service Desk
• Pertinent information about the Service Desk including service description, hours of operation, requesting service, and onboarding services
• Measurement and reporting of service levels   

Services provided by ITS are documented in the Service Catalog. The service catalog is regularly updated to provide information on services offered, how to request services and any associated costs.

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UT Service Desk Overview

ITS Customer Support Services promotes a culture that mirrors the values cherished by the university community and our team members. Our core values Our core values of community, quality, service, and innovation serve as the bedrock of our identity, embodying our principles, beliefs, and philosophy. The UT Service Desk's responsibilities include: 

• serving as the first-level contact; providing incident handling and request fulfillment for the university community
• acting as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing
• greeting customers in a courteous, friendly, and professional manner;  listening attentively to customer needs/concerns
• maintaining communications with customers during the resolution process
• managing the public knowledgebase and articles utilized for self-service requests and resolutions
• providing service level reporting on the Customer Support Services website

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Hours of Operation

The UT Service Desk typically observes regular business hours (M-F, 8-5) for in-person support and has extended hours for phone support daily including weekends. The UT Service Desk provides limited support during winter break and closes for University observed holidays. Emergency after hours support is provided for topics including EID, Duo, VPN, and UT Networks through the Service Desk phone system. 

Visit the UT Service Desk for current hours of operation.

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How to Get Help

To request help, contact the UT Service Desk using one of the following methods:

• Online: Open a ticket
• Phone: Call 512-475-9400
• Email: Send an email to help@utexas.edu
• In-person: Visit the walk-up desk on the 1st floor of the Flawn Academic Center (FAC)

Customers may refer to the Alerts and Outages page for up-to-date information on outages, degradation of service, and system maintenance

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Response Time Expectations

Response Time – the amount of time it takes to acknowledge the customer's issue or request.

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Incident Handling

Incident – is an unplanned interruption to an IT service or reduction in the quality of an IT service.

The Service Desk maintains a First-Level Resolution rate of 75% or better through active campus partnerships.

Incidents that are unable to be resolved by the Service Desk are assigned a priority based on impact and urgency, which is determined by ITS in collaboration with the customer, and then routed appropriately. Please refer to Incidents: SLAs and Priority Matrix for additional details.

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Service Request Handling

Service Request – A formal request from a customer for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new customer.

Resolution times vary based on the individual service request.  Service requests that are unable to be fulfilled by the service desk will be routed for assistance to the responsible support group.

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Metrics & Reporting

UT Service Desk monthly metrics and annual reports are published on the Customer Support Services webpage.

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Contact Information

The Service Desk reports to ITS Customer Support Services. Information about ITS can be found on the Information Technology Services website. 

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If you have questions about this SLO, please email help@utexas.edu.