The University of Texas at Austin

Stache

Last Updated: March 25, 2014 @ 12:28 pm
Next Review Date: 01/01/2015
Service Manager: Cam Beasley
Governance Group: None
Document Status: Published

Key Metrics

  • Service Availability (by year): 99.95%
  • Service Utilization (compared to previous year): +50%

Overview

This document defines the service level agreement for Stache.

Service description

The University of Texas at Austin Information Security Office created Stache to provide secure backup of sensitive data, such as encryption keys, passwords, passphrases, and personal identification numbers. The creator of the entry in Stache can share the contents of the entry with other individuals. In certain situations, the information stored in Stache can be recovered when several campus administrative units (e.g., Information Security Office, Legal Affairs, Compliance Office, Internal Audit) have approved of the action.

Stache leverages Federal Information Processing Standards (FIPS 140-2) and Common Criteria (ISO/IEC15408) evaluated Hardware Security Module (HSM) technology to provide advanced, reliable data-compromise protection and prevention.

Intended users

Stache can be used by staff, faculty, and students.

Supported computing environment

Stache is available to all authorized users via common Internet browsers. Stache is also a responsive application that can be effectively used via most all mobile devices.

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. Hard requests are mostly ignored.

Tier 1

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 bug that individual before calling the ITS Help Desk.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.

Maintenance

ISO 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

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

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

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.

Stache subscribers agree to properly manage and share critical university credentials.

Cost of Service

Stache is made freely available to faculty, staff, and students.

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!