Summary
The TYPO3 team provides central web and IT services for TUM institutions and ensures the stable operation of their websites.
- Uptime: > 99%
- Support: Mo Fr 09:00 a.m. - 5:00 p.m.
- No on‑call service
Scope of services
- Operation, maintenance, and updates of TYPO3
- Creation and initial setup of websites
- Integration of extensions and interfaces (XML, JSON, CSV)
- Support, consulting, and user management
- Error analysis and troubleshooting
Delimitation (not included)
- Changes to the TYPO3 core or third-party software
- Custom, highly specialized developments without general applicability
- Layout adjustments without CCC coordination
- Migration of external systems (e.g., WordPress)
- Editorial content maintenance
Availability
The websites achieve an average availability of >99%. The infrastructure is provided by LRZ.
Note
Availability depends on the infrastructure and external factors (e.g., attacks or disruptions).
Support & Communication
- Email: typo3@tum.de (ticket system)
- By phone, subject to availability
- In person by appointment
All requests are handled via the ticket system OTRS.
Response times
| Service | Response Time |
|---|---|
| Website setup | approx. 3 weeks |
| Extension integration | 1 - 2 person-days |
| General support | 1 - 2 person-days |
| Projects / developments | at least 3 weeks |
Processes & priorization
Security and stability updates take priority over project work at all times.
- Requests exceeding 3 person-days are treated as projects
- Prioritization is carried out in coordination with IT management
- In cases of overload, topics may be postponed or reduced
Measurability & planning
- Efforts are recorded in 15-minute intervals
- Project efforts are estimated in advance
- Evaluations are carried out in compliance with GDPR
Customer responsibility
- Clear and complete definition of requirements
- Careful handling of systems and data
- Compliance with accessibility standards
- GDPR-compliant handling of sensitive data
Legal & ownership
- Custom developments are the property of TUM
- No distribution or publication of source code
- Third-party software is subject to the respective license terms