Skip to main content

Explore Our Services

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

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

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.

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

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.

Get connected into the most current and accurate research in the IT industry FREE!

Dynamic Forms provides a simple way for users to digitize paper.

The UCF Technology Product Center is Located in Tech Commons II. The TPC has been servicing the technology needs of UCF students, faculty, staff, and departments for 40 years.

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 and service requests.

Why Service Level Targets?

We use SLTs to measure our performance as a service provider as well as to provide transparency to our customers. SLTs communicate our expected incident resolution or service request fulfillment times. While not all incidents or service requests are resolved or fulfilled within the reflected target times, we are committed to allocating the appropriate resources to meet the needs of our customers.

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.

Current request Service Level Targets

Service Offering
Business Days to Fulfillment *
  • Listserv Owner Training Course Access

1 Day

  • Access to Terminated Email Account
  • Client Endpoint Access
  • Deprovision Email Account
  • Distributions Group Change
  • Door & Traka Box Access
  • Knights Email Address Change
  • Listserv Broadcast Emails
  • Listserv General Requests
  • Loaner Equipment
  • Microsoft Teams
  • ServiceNow Report or Homepage Request
  • ServiceNow User & Group Management
  • Skype E911 Presence Location
  • SSL Certificate
  • Sudo Access for Oracle DB
  • Sudo Access for RedHat
  • Pinnacle Request

2 Days

  • Backup Restore VM
  • Dynamic Forms User & Organization Management
  • Endpoint User Access
  • ITRCC Email List/Team Access
  • Listserv Create, Change,  or Remove
  • NAS/NSF, Physical SAN
  • Phonebook Assistance
  • Shared Services Consultation
  • Skype Account

3 Days

  • Active Directory Provision/De-Provision
  • Add, Remove, or Reset Admin Account
  • Application User Access
  • DHCP Tool User Maintenance
  • F5 Application Delivery
  • SharePoint Access
  • Virtual Machine Snapshot

4 Days

  • Active Directory Change
  • Amazon Web Services (AWS) Work
  • AppSense
  • Azure Work
  • Backup Services
  • Call Block Request
  • Client Endpoint Software Delivery
  • Configuration Manager Shared Services
  • IPAM Request
  • IT Consultation
  • Linux Services Support
  • Linux SFTP/SSH Access
  • MySQL Database
  • Non-internet Facing DNS
  • ServiceNow Request Management
  • Sharepoint Site Migrations
  • Software Request
  • Windows Server Access

5 Days

  • General Request
  • Virtual Machine Change

6 Days

  • Airwatch Mobile Device Management
  • Cloud Consultation
  • CrashPlan Endpoint Backup
  • DHCP Scope Provisioning and Maintenance
  • Dynamic Forms Onboarding
  • Microsoft SQL Database Support
  • NSX Network Request
  • Office 365 Shared Mailbox
  • Secret Server Request

7 Days

  • Oracle Database Support
  • UCF Connect Event Support

8 Days

  • Data File Exchange Support via SFTP
  • Hardware Request
  • New Shared Folder
  • Server Software Change
  • UCF IT FourWinds Request

10 Days

  • Microsoft Teams External Application Connector

13 Days

  • Virtual Machine Create

14 Days

  • VLAN Management

15 Days

  • Network Consulting Services
  • Virtual Machine Decommission

20 Days

  • Physical Server Hosting
  • Project Management Services
  • UCF Apps

30 Days

  • RMA (Return Merchandise Authorization) Equipment

45 Days

* The SLT days (business days) to fulfillment reflected is on average and not all requests will be fulfilled within this time.