uTexas Enterprise Directory (TED)
Last Updated: February 20, 2013 @ 1:58 pm
Next Review Date: 01/01/2014
Service Manager: David A Cohen
Governance Group: IT Architecture & Infrastructure
Document Status: Published
Key Metrics
- Availability: 99.9%
- Service account request: Up to one business week for basic set-up (2 business weeks if restricted data is requested)
- Schema change request: case-by-case basis
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
Scheduled maintenance that is expected to be non-disruptive to customers occurs on Wednesdays from 9 a.m. to 12 p.m., though maintenance may not occur on every Wednesday. Installation of service, application, and security updates will be performed during the scheduled maintenance window whenever possible. Maintenance events that will involve a service disruption will be scheduled outside regular business hours. 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.
