The University of Texas at Austin

Last Updated: January 10, 2012 @ 5:07 pm
Next Review Date: 01/01/2015
Service Manager: Dustin Slater
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Key Metrics

  • Production Availability: 98.9%

Overview

This document defines the service level agreement for Central Web Authentication.

Service description

Central Web Authentication uses the UT Electronic Identifier (UT EID) to provide secure Web single sign on (SSO) for university Web applications hosted on UT Direct and those using the Fat Cookie authentication service. Central Web Authentication allows UT EID holders to access many campus online services with a single login. Online services using Central Web Authentication are protected from having to handle customer passwords themselves, but can be assured of their customers' identities. Additionally, Central Web Authentication provides central logging of authentication activity on campus for the services that use it.

Intended users

Central Web Authentication can be used by all UT EID holders who are required to authenticate to a Web application.

Supported computing environment

The login page is supported on the list of preferred secure browsers. The current list of browsers can be found on the university's Web Guidelines page.

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 call the ITS Help Desk at 512-475-9400.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2. The Identity Management (IDM) Liaison will refer issues to IDM team members as needed.

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 may occur Tuesday mornings at 7 a.m., as needed. 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 Central Web Authentication.

High risk changes as well as maintenance or incidents that involve significant service disruption will also be announced to the txedge@utlists.utexas.edu and it-talk@utlists.utexas.edu mailing lists.

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.

In addition, Central Web Authentication users agree to the UT Electronic ID Agreement.

Cost of Service

Central Web Authentication is centrally funded. There is no charge to the user for this service.

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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!