University Wiki Service:

Key Metrics:

• Availability: 99%

Service description:

The University Wiki Service (Wikis) supports the educational and administrative activities of the university and serves as a means of communication by and among users. Its intended use is to support university-affiliated groups, departments, and organizations. Wiki spaces can be created for individual use, but collaboration is the service's primary purpose.

Additionally, the service is not approved for course-related activities. Faculty and students are encouraged to utilize Canvas to fulfill their classroom needs and to host course-related materials.

Intended users:

Wiki spaces can be created for faculty and staff to create content and enable collaboration. Additionally, users who are currently affiliated with the University of Texas are able to create personal wiki spaces for individual use.  

Students can view and participate in collaboration through the University Wiki Service, but may not request wiki spaces.   

Technical support:

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests (for example, creating a new wiki space for a project) are typically addressed within one business day.

Please visit the University Wiki Service Help Pages for documentation, notifications, service updates, known issues and workarounds.

Tier 1

End users should start with Tier 1 technical support at the UT Service Desk. Any user can call the UT Service Desk at (512) 475-9400 or submit a ticket through ServiceNow.

Tier 2

Tier 1 may escalate issues to Tier 2 support. Tier 2 support is provided by the UT Service Desk team and is available during normal business hours (8 a.m. - 5 p.m.).

End users always start with Tier 1, which is basic support. Tier 2 is the second support level and is reserved for more complex issues. Tier 2 may escalate issues to the University Wiki Service stewardship team.

Maintenance:

ITS will notify customers about both scheduled and unscheduled maintenance using the Alerts and Outages page page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance may occur every Tuesday from 6:00 pm to 8:00 pm.

In order to avoid disruption of the University Wiki Service, the installation of service, application and security updates will be performed during scheduled maintenance whenever possible.

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page page.

Change notification: ITS will notify customers using the Alerts and Outages page page of service availability and service delivery issues for Wikis.

Additional maintenance events (MySQL database and Operating System Upgrades) will also be scheduled and listed in the IT Maintenance Calendar page.

Specific times are reliant upon service providers and will be published 5 business days prior on the IT Maintenance Calendar page. Service may be unavailable during these times to facilitate changes.

Account & User Retention:

Personal wiki spaces (based on EID) will be archived 6 months after departure from the university.  

Wikis created for departments, teams, projects or work groups will be archived after one year of inactivity.

Wiki Space and Personal Space trash will be purged automatically once per quarter.  If Trash contents should be retained, please contact your wiki space administrator as they will be able to restore this content.  

Access to the University Wiki Service will be disabled after 120 days of inactivity (not logging into the service).

Confluence user accounts which do not have a current affiliation with the University and have been granted Space Administrator privileges will be deactivated.

User Responsibilities:

University Wiki Service users and identified owners/administrators agree to be aware of and adhere to the University's Acceptable Use Policy.

University Wiki Service users agree to:

• Provide critical information to ITS in a timely manner, when requested, for purposes of resolving user issues.
• Use the University Wiki Service in a manner consistent with UT Austin’s educational goals, as well as comply with local, state and federal laws and university policies.
• Be accountable to the University of Texas at Austin and fellow wiki collaborators.
• A login is required to add or change content within a wiki space. Configuring a wiki with anonymous writing permissions is not allowed.  Do not set permissions for ANONYMOUS edit privileges.
• Per the Information Security Office (ISO), configuring a wiki space to provide the confluence-users group with more than "View" permissions requires ISO approval.  If other permissions are desired, please email security@utexas.edu to request an ISO exception.
• Prevent confidential information from being contained in a publicly viewable wiki space (do not publish FERPA, HIPAA, Social Security Numbers, PCI data, IRB Data or ITAR data).
• For the benefit of all wiki users, keep data storage usage to a minimum by monitoring and limiting attachments.

As a wiki user with Space Administrator privileges, you are responsible for the content and administration of your space. This includes ensuring the user/group/anonymous lists are assigned proper permission (i.e., for sensitive personal information) at all times.

The University Wiki Service Team strongly advises that Space Administrators regularly remove outdated or superfluous pages and attachments from their wiki spaces.  

Wiki spaces with sizes greater than 500mb may be unrecoverable (i.e. fail the Space Import operation).  

To verify the size of your space, please submit a request to help@wikis.utexas.edu that includes your EID and wiki space URL.