The University of Texas at Austin

uTexas Identity Manager (TIM)

Last Updated: August 22, 2013 @ 11:36 am
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 uTexas Identity Manager (TIM).

Service description

The uTexas Identity Manager (TIM) is also known as the EID System. It provides for the creation and management of identity accounts (commonly called EID accounts) for the entire university community, including both person and non-person entities, such as departments and services. It coordinates data flow between source and consuming information systems at the university, including authentication and directory services. TIM also provides ways for developers to consume and manage information for their own systems, while providing essential security and access controls.

Intended users

uTexas Identity Manager (TIM) can be used by students, faculty, staff (including data source system and downstream system developers), and other end users of the UT EID Administrative Tools and UT EID Self-Service Tools.

Supported computing environment

This SLA includes:

  • The UT EID Self-Service Tools and UT EID Administrative Tools Web applications are supported on these browsers.
  • Feeds to the following downstream systems are supported:
    • ITS Active Directory
    • UT Libraries
    • Mainframe systems subscribed to UIN merge and EID change notifications
    • PNA/VPN
    • TED
    • TOM
  • TIM update interfaces are available to Natural programs as restricted Natural secured modules on the university mainframe.

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

EID-holders taking action on their own personal EIDs can use the UT EID Self-Service Tools. If they need additional assistance they should contact their EID contacts (as listed in the Self-Service Tools). If they cannot use the UT EID Self-Service Tools to find their contacts, they should open a ticket with the ITS Help Desk at 512-475-9400.

Tier 2

If the EID holder is unable to resolve their issue using the UT EID Self-Service Tools and the ITS Help Desk is unable to assist them, the issue may be escalated to the Identity Management (IDM) team. An initial response will be provided within one business day.

If a developer needs assistance accessing identity data or making identity data updates from a system they support, they should contact the IDM team at eidteam@utlists.utexas.edu. The IDM Team will provide an initial response by e-mail or telephone 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 occurs on Tuesdays from 6:30 to 7 a.m., though maintenance may not occur on every Tuesday. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

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 uTexas Identity Manager (TIM).

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 Identity Manager (TIM) subscribers agree to:

  • Adhere to all FERPA rules if restricted student data is used.

In addition to the items listed above, EID support contacts agree to:

  • Adhere to all FERPA rules if restricted student data is used.
  • Authenticate users before providing EID password resets.

Cost of Service

Cost information for this service can be found on the uTexas Identity Manager (TIM) web site.

We Can Help

Get help from an expert at the ITS Help 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!