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Your teamwork hub for group chats, online meetings, file collaboration, and more!

Learn how to get more work done, from anywhere on any device with Office 365 and Windows 10.

Skype for Business phone service is an extension to Skype for Business that allows you to make and receive telephone calls from and to your UCF work number.

Access to software you need, any device, at any time, from any where.

From informational signs in your office, to way finding maps that direct students where to go, there is a solution that is right for your area.

Qualtrics is the platform that the world’s most iconic companies use to close experience gaps and deliver breakthrough results.

Terms & Conditions

Terms and Conditions Document is a part of each Service Level Agreement that details the provisions, requirements, responsibilities and standards related to the services we offer. The Terms and Conditions document should be read and understood before signing the Service Level Agreement.  Before using the hosted Data Center service, customers are strongly advised to read through the Hosted Data Center Policies and Procedures.

Service Level Targets

When you create a ticket with us, we categorize them as either service requests or incidents. Service requests are submitted to request something new or modify the original provisioning of an existing service, hardware device, or software component. Incidents are submitted when something is broken or functioning in a degraded manner in an existing service.

In general, we consider incidents higher priority since they represent an interruption in the service(s) we provide that you need to get your work done.  To help us provide better service, we use Service Level Targets (SLTs) for incidents currently, with plans to apply SLTs to service requests in the future.

Why Service Level Targets?

We currently use SLTs to help us prioritize incidents we receive. While not all incidents are resolved within the target time, we are committed to allocating the appropriate resources to restore the service(s) affected.

Current Incident Service Level Targets

Priority
Business Impact
Urgency
Response
Resolution Time *

Critical

Prevents ability to perform job function

  • Impacts an instructor led Classroom

Immediate resolution required

  • No work around (at a job function standstill)
  • Unable to perform limited/other job duties

All immediate and sustained effort using ALL required resources until resolved

1 Hour

Prevents ability to perform job function

  • Impacts the entire University, entire building or delivery of patient care

Immediate resolution required

  • No work around (at a job function standstill)
  • Unable to perform limited/other job duties

All immediate and sustained effort using ALL required resources until resolved

4 Hours

High

Prevents ability to perform job function

  • Impacts one or multiple users

     

Priority to resolve as soon as possible post mitigation of higher prioritized issues

  • No work around (at a job function standstill)
  • Unable to perform limited/other job duties

Assess the situation, may interrupt other resources working lower priority issues for assistance

1 Business Day

Normal

Reduces job productivity and/or capacity

  • Impacts University, an entire building or one or multiple users

Immediate resolution NOT required

  • Still able to perform limited/other job duties

Respond using standard procedures and operating within normal supervisory management structures

3 Business Days

* The SLT resolution time reflected is on average and not all incidents will be resolved within this time.