Service Expectations

Support

ITS Service Center representatives are available Monday to Friday, 7:00 am until 6:00 pm. On-call support is available 24x7 for service restoration.

New service requests will be fulfilled within 1 business day.

Customers may independently manage and request modifications to their MiDesktop configuration through the IT Services Portal.

Security of Data

Securing the data and guarding the privacy of the university community is a shared responsibility. ITS datacenters are designed to ensure that your database is safe and secure, but the appropriate use of these IT resources and the data is your responsibility. The security and privacy measures extend into back-end systems. 

MiDesktop includes the safeguards required by HIPAA. Accordingly, you may use it to maintain Protected Health Information (PHI). However, you should first consult with IIA (via the ITS Service Center) and take any steps required by your unit to comply with HIPAA.

See U-M’s Sensitive Data Standard for more information on university policies regarding the use of sensitive or regulated data.

Service Availability

MiDesktop operates 24x7, except during scheduled system maintenance. While unscheduled outages are possible, customers should expect at least 99.7% availability.

Planned Maintenance

ITS will announce all disruptive system maintenance change at least thirty days in advance using the midesktop.notify@umich.edu distribution group. All disruptive system maintenance will be performed between the hours of 11:00 p.m. Saturdays and 7:00 a.m. Sundays. We anticipate that maintenance disruptions will occur rarely (less than two to three times per year).

Emergency Maintenance

Emergency maintenance is defined as any maintenance that needs to be implemented immediately and outside the usual approval procedures. ITS will notify customers as soon as possible. Communication may include direct email, system notifications, and updates to system status webpages.