MPrint Platform Service Expectations / U-M Information and Technology Services

Support

The reporting and communication regarding changes and enhancements depends on the type. These are detailed below:

Routine Software and Security Updates
Updates are implemented on a regular basis (weekly, Thursday 6:30 p.m., when practical). A list of updates will be sent to [email protected] before release.
Enhancements
Enhancements typically change the subscriber's experience. Unit IT contacts will receive notification of service enhancements. ITS will share communications around enhancements targeted to full-service (non-a-la-carte) customers that units may choose to reuse with their own constituencies at their discretion.
Emergency Changes
Emergency changes include fixes to critical functionality or security-driven releases and may or may not impact the user interface. Emergency changes are implemented as quickly as possible and are communicated post-release (or pre-release, if viable).

MPrint is available 24/7 with the exception of planned and emergency maintenance outages.

Planned Maintenance
MPrint Platform as a Service depends on underlying ITS infrastructure that have maintenance windows that may impact availability. ITS publishes any maintenance on the ITS Service Status page.
Emergency Maintenance
In rare instances, an emergency may require an urgent maintenance process or change and a related disruption of the service. ITS follows a standard process for emergency changes and announces these changes on the ITS Service Status page.
End User Support
MPrint Platform as a Service does not provide end-user support. Subscribing units are responsible for assisting their customers and/or escalating service related issues to the MPrint support team.