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Office 365

Office 365 is a Microsoft hosted messaging solution that delivers the capabilities of Microsoft Exchange as a cloud-based service. This means your email services and data will be located in data centers owned and managed by Microsoft. By utilizing this service, it removes the University’s operational burden for an on-premises hosted email service.

Office 365 Self Help
Service Management
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  • Office 365 Services

    Office 365 is a suite of cloud-based services hosted by Microsoft that deliver numerous capabilities, including:

    • Email (Exchange Online)
    • Web Applications & Content Management (SharePoint Online)
    • Storage (OneDrive)
    • Voice/Video/Chat (Skype for Business)
    • Collaboration (Teams and Office Online)
    • Desktop Applications (Office ProPlus)

    Additionally, ITS has developed a set of tools which extend account management rights to end users and automate provisioning/deprovisioning:

    • Office 365 Management web application
    • Office 365 resource mailbox administration web application
    • Back-end automation/scripting/reporting
    Available to:Faculty and Staff
    Features
    • 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
    Cost

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

    Service Level Objectives

    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

    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.
    Office 365 Services Self Help