Office365 – Sharepoint
SharePoint Online is a cloud-based service manged by Microsoft that helps organizations share and collaborate with colleagues, partners, and customers. With SharePoint Online, you can create and access internal web sites, documents, and other information from anywhere—at the office, at home, or from a mobile device. See here: https://technet.microsoft.com/en-us/library/sharepoint-online-sites-service-description.aspx for a current listing of features available in a SharePoint Site.
Generally each department is granted space, called a site collection, to store and collaborate on documents and other content as they see fit using built-in templates or customized views. They can create as many sites as needed under their site collections and establish their own settings if their needs differ from the default settings. Access to sites is protected by ONYEN login and permissions can be managed in Active Directory or directly in the SharePoint Interface. To request a site collection or to find contact information for existing departmental site collections, please visit the UNC Sharepoint Online Home page at http://sharepoint.unc.edu.
SharePoint can be used to store and share many types of data with users either internal and external to UNC. By default, site collections have External Sharing turned off. If a department wishes to store sensitive data or to share data with external parties, they should should put in a ticket to ITS-HELP to start the process of enabling this feature on their site collection.
Technical Support Contact Information
ITS Service Desk:
- Phone (919) 962-HELP (4357)
- Chat: https://help.unc.edu/chat
- Online Help Request: http://help.unc.edu/help/olhr/
- Twitter: @unchelpdesk
- Facebook: unchelpdesk
- YouTube: unchelpdesk
- Instagram: unchelpdesk
SLA Response Times
- Critical = 15 minutes, 24x7
- Important = 4 hour, 8-5 M-F
- General = 24 hours business hours, 8-5 M-F
Request For Service:
- Critical = 8 hours, 8-5 M-F
- Important/General = 3 business days, 8-5 M-F
See Office 365 SLA.
Service Metrics / Service Goal metrics
See Office 365 SLA.
TBA by Microsoft.
Hours Of Operation
Service runs and is monitored 24/7. Normal support hours are 8-5 M-F. Critical interruptions of service will be responded to 24/7.
Contact service desk to report all incidents and/or requests.
Critical ticket requester must be available via submitted contact method within 30 minutes or ticket will be downgraded to Important
Requests for Critical Incident response must include contact details of requester.
Active Directory accounts will be deprovisioned on the same schedule as ONYEN.
Out of Scope
Client issues are to be handled by departmental support staff and/or Service Desk until systemic issues are found.