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IT Service Catalog

The IT Service Catalog provides a list of Information Technology services provided to students, faculty and staff at the University of Houston's instructional site in Sugar Land. Each service description outlines the service levels, maintenance windows, costs and the IT group(s) responsible for supporting the service.

Some of these services are provided by IT, while others are provided by University Information Technology (UIT) or a UH college, division or department. Responsibility for a service’s support is determined by the type of service, who provides it and who uses it.

A service's support may also be shared between UH at Sugar Land IT, UIT and a UH college, division or department. This shared support is negotiated through a Service Level Agreement with IT.

Campus Services Specific to a Program or Function are provided by a UH college, division or department and are not listed in this IT Service Catalog. For a description of those services, service levels, maintenance windows, charges or responsible support groups, contact the Information Technology group in the specific college, division or department.

› Campus Service Specific to a Program or Function
› Maintenance Window
› Network & Information Security Services
› Service Support
A Service Level Agreement (SLA) is a written agreement between IT and a service user or customer on the types of service that will be provided. An SLA identifies the scope and quality of the service provided and the responsibilities of both the service provider (IT) and the service user or customer.

The 30-seat Active Learning Classroom (ALC) in Room 300 of the Albert & Mamie George Building emphasizes a learner-centered, technology-supported, collaborative learning environment.

The technology and furniture in the ALC consist of:

  • portable presenter podium
  • portable tables, with whiteboard surfaces, and chairs
  • two 3’×6’ portable whiteboards
  • 75” Clear Touch ultra HD interactive display, with an integrated PC
  • basic software package with Windows 10, Microsoft Office 2016 Suite, web browsers (Chrome, Firefox, Microsoft Edge and Internet Explorer) and specialty software including Canvass, an interactive infinite whiteboard
  • two 80” HD collaboration monitors, with collaboration technology (Solstice) to wirelessly connect and display multiple laptops or mobile devices
  • ceiling speakers
  • touch panel control system
  • four portable power pods for charging laptops and other portable devices

BH 103A and BH 103B are multipurpose rooms, which can be scheduled for special activities.

  • BH 103A - capacity ranges from 120 to 160 depending on the furniture arrangement
  • BH 103B - capacity ranges from 90 to 140 depending on the furniture arrangement
  • BH 103A&B combined - capacity ranges from 210 to 300 depending on the furniture arrangement

The presentation system in each room consists of:

  • room podium, with microphone
  • connection for a laptop or an HDMI/VGA device
  • high definition projectors and electric wide screens
  • ceiling speakers
  • handheld microphones, with stands, and lapel microphones
  • collaboration technology to wirelessly connect and display 4 laptops or mobile devices (ShareLink)
  • touch panel control system

The presentation system in the BH 180 Auditorium consists of:

  • room podium, with microphone and high-performance instructor workstation
  • basic software package with Microsoft Windows 10 and Office 2016 Suite as well as Chrome, Firefox, Microsoft Edge and Internet Explorer web browsers
  • connection for a personal laptop or an HDMI/VGA device
  • high definition laser projector and electric wide screen
  • ceiling speakers
  • handheld microphones, with stands, and lapel microphones
  • videoconferencing system
  • collaboration technology to wirelessly connect and display 4 laptops or mobile devices (ShareLink)
  • touch panel control system

The presentation system in the general classrooms consists of:

  • room podium with PC
  • basic software package with Microsoft Windows 10 and Office 2016 Suite as well as Chrome, Firefox, Microsoft Edge and Internet Explorer web browsers
  • connection for a personal laptop or HDMI/VGA device
  • high definition projector and electric screen
  • ceiling speakers
  • collaboration technology to wirelessly connect and display 4 laptops or mobile devices (ShareLink)
  • touch panel or push-button control system

Instructional Computer Labs are in Room 302 and Room 306 in the Albert & Mamie George Building. They are multipurpose classrooms for general classes and classes needing computing resources. Both labs have 36 workstations.

Hardware

  • Intel i7 3.4 GHz processor
  • 16 GB RAM
  • 1 TB hard drive
  • 22" widescreen LCD monitor
  • DVD+RW

Software

  • Windows 10 (64-bit) operating system
  • Microsoft Office 2016 Suite
  • Internet browsers: Microsoft Edge, Internet Explorer, Firefox and Chrome

Printing

  • 1 high speed black & white laser printer
  • 1 color laser printer
  • Duplex printing

The Multimedia Lab is in Room 305 in the Albert & Mamie George Building. It is a multipurpose classroom for general classes, videoconferences and classes needing intensive computing resources. There are 28 PCs in the lab.

Hardware

  • Intel i7 4.2 GHz Quad Core processor
  • Nvidia GTX 1080 graphics card
  • 16 GB RAM
  • 512 GB SSD | 2 TB hard drive
  • 22" widescreen LCD monitor
  • DVD+RW

Software

  • Windows 10 (64-bit) operating system
  • Microsoft Office 2016 Suite
  • Internet browsers: Microsoft Edge, Internet Explorer, Firefox and Chrome

Printing

  • 1 high speed black & white laser printer
  • 1 color laser printer
  • Duplex printing

The Open Computer Lab is in Room 303 in the Albert & Mamie George Building. Students may use this quiet environment for educational, instructional and university business during its hours of operation. The lab has 27 workstations, which require a CougarNet account to use. A photo scanner is available.

Hardware

  • All-In-One machine
  • Pentium i7 processor
  • 16 GB RAM
  • 1 TB hard drive
  • 23" HD widescreen touch monitor
  • DVD+RW

Software

  • Windows 10 (64-bit) operating system
  • Microsoft Office 2016 Suite
  • Internet browsers: Microsoft Edge, Internet Explorer, Firefox and Chrome

Printing

  • Printing through UniPrint print management system with print allowance
  • 2 high speed black & white laser printers
  • 1 color laser printer
  • Duplex printing

Special Notes

1 ADA workstation reserved for individuals needing accommodations
  • 23" HD widescreen touch monitor
  • Large print keyboard
  • Headphones with microphone
  • Zoom Text Magnifier/Reader

Videoconferencing is available in several rooms in the Albert & Mamie George Building and Brazos Hall. The fully interactive videoconferencing systems have an instructor workstation, connections for a personal laptop, room microphones and display content on 70” monitors or large projection screens. The instructor workstation has a basic software package with Microsoft Windows 10 and Office 2016 Suite as well as Chrome, Firefox, Microsoft Edge and Internet Explorer web browsers. The systems can share content and streaming videos as well as have an electronic whiteboard and annotation capability.

  • AMG 305 (Multimedia Computer Lab) – seats 28
  • AMG 306 (Instructional Computer Lab 306) – seats 36
  • AMG 309 – seats 31
  • AMG 319 – seats 32
  • BH 180 Auditorium – seats 150
  • BH 301A Conference Room – seats 14
  • BH 301B Conference Room – seats 9

IT provides audiovisual (AV) services for the students, faculty and staff in academic programs, as well as for special events. This service consists of the specification, purchase, installation, maintenance and repair of AV equipment. The equipment inventory contains:

  • LCD and LED projectors and monitors
  • programmable control systems
  • VCR and DVD players and recorders
  • portable and integrated sound systems
  • document cameras
  • peripheral devices used with the equipment (e.g., headphones, microphones, etc.)

Maintenance Windows

The primary maintenance window is in the month prior to the beginning of an academic session. Additional maintenance windows are scheduled quarterly. All maintenance windows are scheduled to occur when the equipment is not in use so that it does not create a disruption to service.

Charges

None, if used with the academic program. If used with non-UH events, technology charges are assessed by the Campus Academic Services group.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Contracted Vendor

IT provides general (open) and specialized (instructional) computer labs for academic computing needs. This service includes:

  • the specification, purchase and installation of the computers
  • maintenance and repair of the computer hardware and peripheral devices
  • technical support for the operating system and authorized software
  • controlled releases of security and antivirus updates
  • retiring and refreshing the platform on a standardized schedule

The open computer lab is always available for students during operational hours. Hours are posted at the entry to the open computer lab. Instructional computer labs are available for scheduled classes and can be scheduled for special use by faculty. (See “Resource Scheduling” service.)

The open computer lab contains printing and scanning services, while the instructional computer labs contain printing, scanning and other services which can also be customized for program needs.

Maintenance Windows

The maintenance window occurs each week on:

  • Mondays (open computer lab)
  • Tuesdays and Thursdays (instructional computer labs)

All updates are automated and occur after operational hours. The process does not create a disruption to service. Special maintenance windows for emergency security updates and installations of new hardware or software are scheduled with the end user.

Charges

None, if used with the academic program. If used with non-UH events, technology charges are assessed by the Campus Academic Services group.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT provides protection against intrusions and infection of the operating system and applications on campus staff computers, “come and go” faculty computers, computers in the computer labs, mobile computers and computers in the classrooms. IT also provides protection on the computers against virus and malicious software (“malware”) infection. This protection is provided through:

  • KACE K-1100 Systems Management appliance
  • Microsoft Windows System Update Services
  • Faronics Antivirus
  • Faronics DeepFreeze

Faronics Antivirus monitors and scans computer activity, as well as downloaded files, and deletes or quarantines any virus or malicious file identified by the virus definition database.

Faronics DeepFreeze is a security program which protects the original image of the computer. If an infection should occur, DeepFreeze will restore the original image of the computer when it is rebooted, which eliminates any changes done by the infection.

Maintenance Windows

Maintenance for the operating system, application and the Faronics Antivirus and DeepFreeze is done during the maintenance window for “Desktop Computing”, “Computer Labs” and “Mobile Computing”.

The process is described in Section 5.3.3 of UH at Sugar Land's IT Resource Management Plan in “Security Patching and Virus and Malware Protection”

Charges

None

Minimum Service Level

Operational uptime is 99.9%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT provides a standardized hardware and software platform for the computing needs of the campus staff, “come and go” faculty areas and general classrooms. This service includes:

  • the specification, purchase and installation of the computers
  • maintenance and repair of the computer hardware and peripherals
  • technical support for the operating system and authorized software
  • controlled releases of security and antivirus updates
  • retiring and refreshing the platform on a standardized schedule

Maintenance Window

The maintenance window occurs each week on:

  • Tuesdays (“come and go” faculty areas)
  • Wednesdays (campus staff)
  • Thursdays (general classrooms)

All updates are automated and occur after operational hours. The process does not create a disruption to service. Special maintenance windows for emergency security updates and installations of new hardware or software are scheduled with the end user.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT provides computing and audiovisual support service for events at the Sugar Land instructional site. Events are usually held in the following rooms or areas:

  • Brazos Hall room 103 A & B (Multipurpose Room)
  • Brazos Hall room 180 (Auditorium)
  • Albert & Mamie George Building Rotunda
  • Albert & Mamie George Building room 102

Events may also include the use of general classrooms or specialized technology rooms, such as computer labs and videoconference rooms. There is limited support for events that utilize the WCJC room technology resources, as well as limited ability to provide computing and audiovisual support for events held outdoors. A contracted event vendor may be required to provide both service and support for outdoor events.

Services provided for events includes:

  • setting up and taking down IT computing resources before and after an event
  • connecting IT and supported guest computing resources to supported audio and projection systems
  • setting up room microphones
  • verifying that all computing connections and room microphones work with the audio and projection systems
  • IT staff presence for up to 1 hour for events; events needing staff presence for more than 1 hour will require the use of a contracted vendor to provide that presence

The use of computing resources for events will follow the IT policy Use and Access of Computing Resources for Events.

Maintenance Windows

The maintenance window for all room equipment is scheduled when there are no events, so that it does not create a disruption to service. The maintenance window for patching and updating of the event computing resources takes place during the maintenance window for “Mobile Computing”.

Charges

None, if used with the academic program. If used with non-UH events, technology charges are assessed by the Campus Academic Services group.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Contracted vendor

IT provides file share and storage services for campus staff. Permissions to access the data are established by the Network Administrator. The file server is set up with:

  • a folder for each staff member’s data
  • a folder for data shared by staff
  • folders for special use.

Maintenance Windows

The maintenance window for the file server occurs nightly.

All updates to the file server are automated and scheduled to occur after operational hours so that they do not create a disruption to service.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: Network & Information Security Services
  • Level 3: Vendor

IT provides consultation and design service for campus staff as well as UH colleges, divisions and departments. This service provides assistance to individuals, academic programs and administrative offices in implementing technology resources to meet specific needs in Sugar Land.

IT consultation and design services consist of:

  • conducting needs assessments (including both technical and logistical needs)
  • evaluating hardware and software options
  • designing project specifications
  • developing cost estimates and budgets

For UH colleges, divisions and departments, more complex projects involving specifications design and cost development will require the execution of a Service Level Agreement (SLA) with IT.

Additional services for UH colleges, divisions and departments, such as project management and procurement can also be provided upon execution of a Service Level Agreement (SLA) with IT. A business contract and other requirements may also be needed if a private vendor is involved in the project.

Service is only available for resource areas where IT specialists are available. However, if some resources areas do not have an IT specialist available, IT can contact selected vendors for assistance.

Charges

None, unless negotiated costs are specified in an SLA for specifications design, cost development, project management or procurement services provided for a UH college, division or department.

Minimum Service Level

Operational uptime is 99%

IT provides an IT Service Desk, which is the point of contact for students, faculty and staff who use UH at Sugar Land technology resources. The desk is located on the third floor of the Albert & Mamie George Building in Room 304. The IT Service Desk handles:

  • incident management
  • service requests
  • lifecycle management of hardware and software
  • the coordination of information between technology users and the IT staff

An IT Online Service Desk is also available to complete work tickets and service requests, as well as provide other IT resources. Work tickets and service requests can also be sent by email to SLTicket@uh.edu.

The IT Service Desk can be contacted in person (AMG 304), by email (sltech@uh.edu) and by phone at the Service Line (832-842-2999).

Charges

None

Minimum Service Level

Operational uptime is 99%

Major incidents occurring during the operations schedule may create a high volume of calls to the Service Line, causing calls to be answered by the departmental voicemail system; if this occurs, departmental voicemails will be returned/addressed within 30 minutes of receipt.

Operations Schedule

The IT Service Desk is available during the following operational hours:

CHANNEL MON-THU FRI SAT
In Person: AMG 304 7:30 am - 10:00 pm 7:30 am - 8:00 pm 9:00 am - 5:00 pm
Service Line: 832-842-2999 7:30 am - 10:00 pm 7:30 am - 8:00 pm 9:00 am - 5:00 pm
Email Monitored Times 8:00 am - 5:00 pm 8:00 am - 5:00 pm

Calls received outside operational hours will be answered by the departmental voicemail system; departmental voicemails will be returned/addressed within the first hour of the next working day. Emails received outside operational hours will be returned / addressed within the first hour of the next working day.

Emails received outside operational hours will be returned/addressed within the first hour of the next available listed day/hour.

Operational hours may be modified when classes are not in session and any modified schedule will be posted at the IT Service Desk in AMG 304.

IT provides mobile computing services for campus staff use and special events. This service includes:

  • the specification, purchase and installation of the laptop and tablets
  • maintenance and repair of the laptop and tablet hardware and peripheral devices
  • technical support for the operating system and authorized software
  • controlled releases of security and antivirus updates
  • retiring and refreshing the platform on a standardized schedule

Mobile computing services consist of laptop computers and tablet devices with affiliated power adaptors, mice (for laptops) and other peripherals.

Laptops for campus staff use are secured in the user’s work area. Some users are authorized to take the laptops off-campus and must follow IT policies and UH Property Management policies for off-campus use.

Tablet devices for campus staff require the end user to secure the tablet according to the IT Tablet Computing Device Use and Support Policy. The tablet device is the responsibility of the individual to whom it is assigned.

Laptops for special events are secured in carrying cases, which are tagged and labeled. Securing the laptops is the responsibility of IT and they are secured in designated areas.

Maintenance Windows

The maintenance window for laptops for special events occurs each week on Saturdays.

The maintenance window for laptops for campus staff use occurs during the maintenance window for campus staff under the “Desktop Computing” service list, unless the device is off-campus. If the device is off-campus during a maintenance window, patching and updating for the device will occur when it is back on campus during the next regular maintenance window. The device may also be configured to do required updating over an off-campus Internet connection.

All updates for tablet devices are automated and occur when the tablet device vendor pushes out the update. Since IT does not have control over the vendor’s update schedule, it is possible that it will occur during operational hours and may create a disruption to service.

Charges

None, if used with UH end users. If used with non-UH special events, technology charges are assessed by the Campus Academic Services group.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT provides scheduling services for technology resources used with the academic program and for special events.

Resources used at the Sugar Land instructional site are requested online.

The software program ResSched is used by Campus Academic Services to schedule resources and confirm bookings with the requestor.

Maintenance Windows

The maintenance window for ResSched occurs during non-operational hours so that it does not create a disruption to service. ResSched data backup is done during the maintenance window for the “Data Backup” service. Updating of the program itself is automated, with the program checking daily for needed updates and applying them during non-operational hours.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT acquires and installs software to computers based on the business or academic needs of the user. Users include campus staff, “come and go” faculty, users of the computer labs, mobile computing and tablet users and computers users in the classrooms.

Acquisition and installation services for UH college, division or department specific software can also be provided upon execution of a Service Level Agreement (SLA) with IT.

Software acquisition is made through UH resources or through vendors. Deployment of the software is conducted through the KACE K-1100 Systems Management appliance (for computer images) or the KACE K-2100 Deployment appliance (for individual software applications).

Maintenance Windows

The maintenance window for the K-1100 and K-2100 appliances, including updating, occurs after operational hours and does not create a disruption to service. Installation of software on a campus staff computer or mobile device is scheduled with the user so that it does not create a disruption to service. Installation of software on all other computers is done when the applicable room is not scheduled for use.

Charges

None for UH at Sugar Land computers and devices. Software and installation costs may apply when the software is acquired through a SLA for a UH college, division or department’s computers.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

IT provides videoconferencing services for academic classes and meetings between remote sites. The service is provided in a two-way audio and video environment and can also be used for delivery of academic classes.

Other devices can broadcast during the videoconferencing session and include:

  • a local computer or laptop
  • document camera
  • any VGA/HDMI device

Service is provided by application based or cloud based service and is conducted in high definition (HD) format at either 720p or 1080p.

Maintenance Windows

The maintenance window for the videoconferencing equipment is scheduled with end users, so that it does not create a disruption to service. Updates for the room computer is done during the maintenance window for classrooms under the “Desktop Computing” service.

Charges

None, if used with the academic program. If used with non-UH events, technology charges are assessed by the Campus Academic Services group.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: Computing & Telecom Services
  • Level 3: Vendor

UIT provides data backup service for:
  • the UH at Sugar Land file servers
  • resource scheduling server
  • campus database servers

The backup is configured by IT and completed by UIT through the Tivoli Storage Manager.

Maintenance Windows

The maintenance window for the data backup service is set by UH UIT. However, it is scheduled to occur after operational hours so that it does not create a disruption to service.

Charges

None

Minimum Service Level

Operational uptime is 99.5%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: UH UIT
  • Level 3: Vendor

UIT provides digital signage services for UH at Sugar Land. The service provides for different types of content on electronic displays that includes:

  • image slideshows
  • streaming video
  • menus
  • advertisements
  • interactive wayfinding maps

Content for the digital signs is created and edited by the UH at Sugar Land Office of Communications. It is then uploaded and remotely managed by a central server that handles editing and scheduling of sign changes.

Maintenance Windows

The maintenance windows are set by UH UIT. Since the services are operational all hours every day, they are scheduled to occur during periods with the least users.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: UH UIT
  • Level 3: UH UIT, Four Winds Interactive

UIT provides Microsoft Exchange email and calendar service for faculty and staff. This service is operated and maintained by UIT, with shared support provided by IT. UIT also provides Microsoft Exchange services through the Microsoft Office 365 cloud platform, with shared support provided by IT.

This service consists of the installation, configuration and maintenance of the Exchange servers and the Microsoft Outlook client. Web based Exchange services are also provided through the Outlook Web App (OWA) and the Office 365 Outlook App. There are limitations on some of the features in the OWA.

Maintenance Windows

Maintenance windows are set by UIT. Since the service is operational during all hours every day, they are scheduled to occur during periods with the least users.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: UH UIT
  • Level 3: UH UIT, Vendor (hardware) and Microsoft (software)

UIT provides security services for students, faculty and staff. These services are operated and maintained by UIT, with shared support provided by IT. IT Security services consist of:

  • security risk assessments
  • monitoring and response to security and computer abuse incidents
  • providing security awareness training
  • providing guidance on security best practices

Maintenance Windows

Maintenance windows are set by UIT. Since the services are operational during all hours everyday, they are scheduled to occur during periods with the least users.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: UH UIT
  • Level 3: UH UIT

UIT provides both wired and wireless network connectivity service for faculty, staff and students, as well as for guests to the campus. This service is operated and maintained by UIT, with shared support provided by IT. It consists of:

  • a switch network infrastructure with internal wired connection speeds between 100 Mb (megabit) and 1 Gb (gigabit),
  • an 802.11ac wireless network infrastructure with internal connection speeds at the access point of up to 1 Gb
  • a primary off-campus fiber connection with speeds up to 1 Gb
  • a backup off-campus fiber connection with speeds up to 1 Gb if the 1 Gb primary connection is unavailable

Both the primary and backup fiber connections are provided by an external vendor.

Any device a user wants to connect to the wired or wireless network infrastructure must meet the requirements of UH MAPP 10.03.04 before a network connection is activated.

Maintenance Windows

Maintenance windows are set by UIT and the contracted vendors. However, both UIT and the contracted vendors schedule them to occur during non-operational hours at each campus so that it does not create a disruption to service.

Notification is provided to IT if an emergency window is scheduled to address a network impacting incident.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: UH UIT
  • Level 3: UH UIT Cisco, (switches and access points) and Phonoscope Cable, ICTX (external fiber)

UIT provides collaboration and document management for students, faculty and staff through its SharePoint portal and SharePoint Online. SharePoint allows groups to set up a centralized, password protected space for collaboration involving:

  • file sharing
  • website creation
  • data storage and retrieval
  • workflow processes

SharePoint’s features include:

  • document and picture libraries
  • shared tasks, contacts, calendars, announcements and link lists
  • online discussion forums
  • reporting features
  • wiki pages
  • subsites for teams
  • online access to Excel, Access and Visio documents

SharePoint Online services are provided by UIT through the Microsoft Office 365 cloud platform.

Maintenance Window

The maintenance windows are set by UIT. Since the services are operational during all hours everyday, they are scheduled to occur during periods with the least users.

Charges

None

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Network & Information Security Services
  • Level 2: UH UIT
  • Level 3: UH UIT and Microsoft

UIT provides Skype for Business Unified Communications (UC) services for campus staff and UH college faculty and staff. This includes:

  • IP phone, long distance and voicemail service
  • instant messaging
  • integration with Microsoft Exchange for calendar and contacts

An external vendor, Windstream Communications, provides central exchange analog services (Centrex) for the campuses dedicated emergency lines.

Additional telecommunication services (e.g., analog line for fax service, fax server, departmental or common area phone services, Hotspots, etc.) can be added, based on business needs.

Maintenance Windows

Maintenance windows are set by UIT and Windstream Communications. However, it is scheduled to occur after operational hours so that it does not create a disruption to service.

Charges

UIT service charges are assessed either annually per number of phones in service or monthly per type and amount of telecom service. Windstream Communications charges are assessed monthly per number of lines in service.

Minimum Service Level

Operational uptime is 99%

Service Support

  • Level 1: Computing & Telecom Services
  • Level 2: UH UIT (UC, other telecom), Windstream Communications (Centrex)
  • Level 3: UH UIT (UC, other telecom), Windstream Communications (Centrex)