Last Updated: August 9, 2010 @ 2:08 pm
Next Review Date: 01/01/2013
Service Manager: Alexander G Barth
Governance Group: None
Document Status: Published
- Number of digital certs issued/number of certificates generated: 80%
- Number of support calls/number of certs issued: 10-20%
- Digital cert issue resolution: 1-2 business days
This document defines the service level agreement for Digital Certificates.
The Digital Certificates service allows University of Texas at Austin faculty and staff to acquire X.509 compatible certificates for digital signing and encryption. Digital Certificates include:
- Online key issuance and revocation/recovery management
- Dual-key digital certificate signed by VeriSign for use with encryption and signing
Digital Certificates allow users to exchange information securely via e-mail as well as employ certificate-based encryption. The service does not provide the mechanisms to use the certificates directly. Instead, it is the information used by applications to ensure that data is secure and authentic.
Digital Certificates can be used by faculty and staff.
Supported Computing Environment
The Digital Certificates service is supported in two modes: issuance and use.
Internet Explorer 6 and 7 are supported on the Windows 2003, Windows XP, and Windows Vista operating systems.
Firefox is supported on the Windows XP, Windows Vista, Mac OS X 10.4+, and Linux operating systems.
Safari is not supported at this time.
For use, ITS does not provide a definitive list of approved applications for use with Digital Certificates. Examples of tested configurations include:
Email signing and encryption: Outlook 2003, Outlook 2007, Entourage 2004, Mac Mail, Outlook Web Access, Thunderbird.
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.
Tier 1 Support
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Users with a departmental Technical Support Contact (TSC) should contact that individual.
Tier 2 Support
Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.
Digital certificates have special support for recovery and revocation:
- The Information Security Office, in partnership with WES, provides recovery and revocation support. Refer to Requesting Recovery of your Encryption Certificate.
- Recovery and revocation support is available 8:00 a.m. to 5:00 p.m., Monday through Friday, excluding holidays and reduced schedule days.
- Requests are typically responded to within one business day.
- Only encryption certificates can be recovered. Signing certificates are not recoverable.
- Additional information concerning Digital Certificates and their support can be found in the online documentation on the Digital Certificates web site.
ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.
Scheduled maintenance may occur weekly on Sundays from midnight until 6 a.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for Digital Certificates.
Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.
In addition, Digital Certificates users agree to:
Be aware of and adhere to UT System policies regarding Category-I data storage on portable computing devices.
Read the Digital Certificates documentation at the Digital Certificates web site.
Follow the directions for requesting and downloading certificates described on the Web site.
Back up their own signing key in a secure location (e.g., encrypted on a CD and in a locked drawer or safe etc.).
Provide contact information for your department desktop support staff (if applicable) as requested by ITS for support.
Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
In addition, departmental IT Support Staff agrees to:
Assume responsibility for keeping contact information for their department's desktop support staff current and ensure that there are adequate backups.
Refrain from backing up signing keys.
Cost of Service
Cost information for this service can be found on the Digital Certificates web site.
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