• 50 GB mailboxes
• Mac and PC desktop clients
• Web access via Outlook Web App (OWA)
• Mobile app access
• Optional mobile access available through ActiveSync
• Integrated address book and shared calendar through Outlook
• Secure access, security audits, service continuity, intrusion monitoring and high availability

Office 365 is available to current staff, faculty, and students at the University of Texas at Austin.

Overview

This document describes the service level agreement for Office 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

• • +1 512 475 9400
  • Create a Ticket

• Direct Email help@utexas.edu

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 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.

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

Microsoft maintains responsibility for meeting the terms of the Microsoft Online Services SLA. Global uptime statistics for Office 365 are available in the Office 365 Trust Center.

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 Office 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 Acceptable Use Policy.

In addition, Office 365 users agree to:

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

Departmental IT Support Staff agree to:

• Provide ITS with contact information for departmental TSCs, and notify ITS of changes.
• Be familiar with the Office 365 documentation.
• Provide critical information to ITS in a timely manner when requested for purposes of resolving issues.
• Manage security permissions of departmentally-administered accounts.