The University of Texas at Austin

uTexas Enterprise Directory (TED)

Last Updated: March 18, 2014 @ 5:30 pm
Next Review Date: 01/01/2015
Service Manager: David A Cohen
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Key Metrics

  • Availability: 98.9%

Overview

This document defines the service level agreement for the uTexas Enterprise Directory (TED).

Service description

The uTexas Enterprise Directory (TED) is a private directory service that contains identity information about students, faculty, staff, and university associates. TED is a repository of information consolidated for the internal use of university departments. Authorization to access confidential or restricted information contained in TED is controlled by the managers of the systems from which that information is derived.

Intended users

The uTexas Enterprise Directory (TED) can be used by authorized university applications.

Supported computing environment

All services detailed in this SLA refer to the TED production (PROD) environment. ITS provides access to the PROD environment through a consolidated LDAPv3-based interface. Use of this interface requires an LDAPv3-based client. Only secure LDAP connections are supported by TED (via either LDAPS on port 636 or STARTTLS over the regular LDAP port 389).

Technical support

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

End users should start with Tier 1 technical support. Any user can submit a support request by emailing directoryteam@utlists.utexas.edu. Requests for TED access, application development consultation, and schema changes should also be sent to directoryteam@utlists.utexas.edu. Users may also call the ITS Help Desk at 512-475-9400 for assistance.

Tier 2

The ITS Help Desk may escalate issues to the TED Administrators. Customers referred to the TED Administrators will be contacted within one business day.

Maintenance

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

Maintenance that is expected to be non-disruptive to customers occurs on Wednesdays from 2:30 p.m. to 5:00 p.m., though maintenance may not occur on every Wednesday. Maintenance events that will involve a service disruption will be scheduled on Wednesdays from 5:00 p.m. to 5:30 p.m. Installation of service, application, and security updates will be performed during the scheduled maintenance window whenever possible. ITS will communicate all scheduled maintenance based on its published change notification process.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.

Change notification

ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for TED.

User responsibilities

Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

uTexas Enterprise Directory (TED) subscribers agree to:

  • Adhere to all FERPA rules if restricted student information is used.
  • Adhere to the TED Acceptable Use Policy (AUP).

Cost of Service

Cost information for this service can be found on the uTexas Enterprise Directory (TED) web site.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!