Last Updated: March 26, 2014 @ 12:29 pm
Next Review Date: 01/01/2015
Service Manager: Cam Beasley
Governance Group: None
Document Status: Published
- Service Availability (by year): 99.9%
This document defines the service level agreement for Digital Certificates.
The Digital Certificates service leverages InCommon's partnership with Comodo and includes unlimited certificates for one fixed annual fee (paid by ITS), including SSL, extended validation, client (personal), and code signing certificates. All of the domains owne or controlled by UT Austin (.edu, .net, .org., .com, and others) are covered.
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
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day. Tier 3 requests will escalated to the vendor.
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 (the Information Security Office).
The vendor controls the maintenance schedule for the service. Scheduled maintenance is generally performed Tuesday or Saturday evenings.
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.
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
Service is available at no additional cost to faculty and staff
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