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Microsoft 365

Microsoft 365 (M365) is a suite of cloud-hosted apps that enable you to communicate, collaborate, and innovate.  At the University of Texas, this includes:

  • Email and calendaring (Outlook)
  • Chat and video calling (Teams)
  • Office suite (Microsoft Office)
  • Cloud storage (OneDrive for Business)
  • Web content and document management (SharePoint)
  • ...and many others

Current students, faculty, and staff have access to these services at no additional cost.  Some add-on services and capabilities are available upon request for an additional fee.

Microsoft 365 Self Help
Service Management
External Resources
  • Outlook (Email and Calendaring)

    Outlook is the user-facing email and calendaring service in Microsoft 365, powered by Exchange Online. It's designed to provide secure and reliable access to email, calendars, and contacts from anywhere, on any device.

    Available to:Faculty and Staff,Students
    Features
    • Online access via Outlook on the web
    • 50 GB mailbox quota (100 GB for certain faculty and staff roles)
    • Optional access via desktop and mobile app
    • Integrated address book and calendaring
    • Secure access, security audits, service continuity, intrusion monitoring and high availability
    Cost

    Microsoft 365 email and calendaring is available at no additional cost to current students, faculty, and staff of the University of Texas at Austin.

    Service Level Objectives

    Overview

    This describes the service level agreement for Microsoft 365.

    Technical Support

    Technical support is available during normal business hours:

    • M-F 8:00 a.m. - 5:00 p.m.

    Routine requests are typically addressed within one business day. 

    Service Desk staff may escalate requests as needed.

    UT Service Desk

    Maintenance

    Enterprise Technology will notify customers about service availability and service delivery issues and scheduled/unscheduled maintenance using the Alerts and Outages page. Services may not be available during the maintenance periods.

    Scheduled maintenance may occur weekly during the following intervals:

    • Sundays from 1:00 AM to 3:00 AM
    • Mondays from 5:00 AM to 7:00 AM
    • Wednesdays from 4:00 AM to 6:00 AM

    Additionally, updates to user-facing web applications may occur weekly on Tuesdays from 5:00 PM until 7:00 PM.

    To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

    Enterprise Technology maintains responsibility for meeting the terms of this service level agreement, including customer notifications and maintenance of ET-managed infrastructure and tools. The uptime goal for ET-managed infrastructure and tools is 99.5%.

    Microsoft maintains responsibility for meeting the terms of the Microsoft Online Services SLA. Global uptime statistics for Microsoft 365 are available at Microsoft 365 - Service health and continuity.

    Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page.

    Change notification: Enterprise Technology will notify customers using the Alerts and Outages page of service availability and service delivery issues for Microsoft 365 services.

    User responsibilities

    Users of the service and identified departmental IT support staff agree to be aware of and adhere to the University's Information Resources Use and Security Policy.

    In addition, Microsoft 365 users agree to:

    • Read the Microsoft 365 documentation.
    • Use supported client software.
    • Provide critical information to Enterprise Technology in a timely manner when requested for purposes of resolving issues.
    • Manage security permissions of personal accounts.

    Departmental IT Support Staff agree to:

    • Provide Enterprise Technology with contact information for departmental TSCs, and notify ET of changes.
    • Be familiar with the Microsoft 365 documentation.
    • Provide critical information to Enterprise Technology in a timely manner when requested for purposes of resolving issues.
    • Manage security permissions of departmentally-administered accounts.
    Outlook (Email and Calendaring) Self Help
  • Office (Desktop and Web)

    Microsoft Office is a suite of productivity applications available as part of Microsoft 365.

    • Office on the web enables you to use the full suite of Microsoft Office apps in your web browser with live collaboration and built-in integration with OneDrive and SharePoint.
    • Office desktop apps are also available for download and installation by all current students, and by current faculty and staff in most job codes.
    Available to:Students,Faculty and Staff
    Features
    • Word
    • Excel
    • PowerPoint
    • OneNote
    • Outlook
    • Access
    • Publisher (only for Windows)
    Cost

    Office on the web is available at no additional cost to current students, faculty, and staff of the University of Texas at Austin.

    Office desktop apps are available at no additional cost to current students of the University of Texas at Austin.  These apps are also available at no additional cost to current faculty and staff in most job codes.

    Office mobile apps are available at no additional cost to current students, faculty, and staff of the University of Texas at Austin.

    Service Level Objectives

    Service level objectives for Office (Desktop and Web) are the same as those for the rest of the Microsoft 365 platform.

    For more information, please see Service Level Objectives under Outlook (Email and Calendaring) above.

  • SharePoint

    SharePoint provides enterprise document, content, and knowledge management and intranet-based web applications in Microsoft 365 with up to 25 TB of storage per site.

    Please use the Request button in order to request:

    • A new SharePoint site
    • Changes to an existing SharePoint site
    • Deletion of an existing SharePoint site
    • Consultation with a SharePoint expert

    All SharePoint sites will be provisioned with a URL matching the following pattern: https://utexas.sharepoint.com/sites/SiteName

    Available to:Faculty and Staff
    Features
    • Empower teamwork
    • Quickly find information
    • Seamlessly collaborate across the organization

    Training site: https://utexas.sharepoint.com/sites/UT_Microsoft365_Learning/

    Cost

    SharePoint is available at no additional cost to current faculty and staff of the University of Texas at Austin. 

    Service Level Objectives

    Key Metrics

    • Routine work request acknowledgment response time: 1 business day
    • Review and response to pending open requests: 5 business days
    • Availability: 99%

    Overview

    This document defines the service level agreement for SharePoint on-premises

    Service description

    SharePoint on-premises is a Web application and services platform. SharePoint comprises a multipurpose set of Web technologies backed by a common technical infrastructure. SharePoint can be used to provide internet portals, document and file management, collaboration, social networks, extranets, websites, enterprise search, and business intelligence.

    Intended users

    There are two available SharePoint platforms at UT.

    1. SharePoint Online is the primary instance, integrated with Microsoft 365
      • Recommended platform
      • No associated costs
    2. SharePoint on-premises
      • Fee for Service
      • Legacy instance that meets business requirements or functionality unavailable with SharePoint Online

    Supported computing environment

    SharePoint supports commonly used web browsers, such as Edge, Brave, Chrome, Firefox, and Safari. However, certain web browsers could cause some SharePoint functionality to be downgraded, limited, or available only through alternative steps. Active X controlled functions are not supported.

    SharePoint provides mobile support for iOS and Android. For a list of supported device browsers for SharePoint and Office Web Apps please see supported devices.

    Technical support

    Technical support is available during normal business hours. Routine requests are typically addressed within one business day. There will be at least one departmental Administrators designated for each SharePoint site.

    An Administrator must have a valid UT EID and be validated for Austin services. The Administrator will be granted control permissions and the ability to create and administer sub-sites. The Administrator will be responsible for implementing access permissions to sub-sites, users, files, etc. within their site. The Administrator is also responsible for communicating with site users about maintenance, outages, migrations and upgrades.

    Tier 1

    End users should start with Tier 1 for technical support. The site Administrator provides Tier 1 support for this service. The UT Service Desk can be contacted at 512-475-9400 or help@austin.utexas.edu and can provide basic support.

    Tier 2

    Site Administrators may escalate issues to ITS Help Desk Tier II. Request SharePoint Services Tier 2 support from The UT Service Desk at 512-475-9400 help@austin.utexas.edu.

    Tier 3

    Site Administrators and the UT Service Desk Tier 2 may escalate issues to Tier 3.

    Tier 3 can be reached at support-sharepoint-admins@austin.utexas.edu. ServiceNow Assignee Group: ITS-CSOL-SharePoint.

    Maintenance

    ITS will notify customers about both scheduled and unscheduled maintenance using the Alerts and Outages page of service availability and service delivery issues. Services may not be available during the maintenance periods.

    Scheduled SharePoint maintenance occurs weekly on Sundays from midnight to 6 a.m, Tuesdays from 10:00 PM to midnight, and Fridays from 10:00 PM to midnight. Additionally, the Microsoft SQL database servers have monthly scheduled maintenance on the first Wednesday from 6:00 AM to 8:00 AM. SharePoint may be impacted by database server maintenance. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

    Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page.

    Change notification: ITS will notify customers using the Alerts and Outages page of service availability and service delivery issues for SharePoint.

    Site collection retention

    When a SharePoint site collection subscription is canceled, the site collection is disabled. The site collection enters a 90 day retention period. During the retention period the site collection still exists, but the user will be unable to access it. After 90 days, the site collection will be deleted.

    User responsibilities

    Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

    SharePoint subscribers agree to:

    • Read the SharePoint documentation.
    • Provide contact information for primary and secondary departmental site administrator as requested by ITS for support purposes.
    • Patch desktops as recommended by the vendor.
    • Use supported client software.
    • Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
    • The Information Security Office has determined that SharePoint on-premises meets the minimum security standards to host Confidential data (historically referred to as Category I). However, it is the responsibility of each individual SharePoint site owner to ensure the confidentiality of their data by configuring authorizations properly (e.g., access to Confidential data is restricted to authorized individuals).

    In addition to the items listed above, departmental IT support staff agrees to:

    • Provide Tier 1 support for users of sites and sub-sites under their administration, including individuals designated with sub-site configuration privileges.
    • Communicate support channels and instructions for receiving support to end users.
    • Follow prescribed procedures for arranging support assistance.

    Backup and restoration

    Full SharePoint on-premises site backup and recovery policies are in place. These are automatically scheduled at the database server level. Database backups occur throughout each day and stored for two weeks. To recover lost data a ticket may be opened requesting a recovery of your site and a restoration process can begin. Small scale recovery such as documents, items, objects and lists are saved in a Recycle Bin for 30 days and can be recovered by your Site Collection Admin.