Last Updated: January 10, 2012 @ 9:27 am
Next Review Date: 01/01/2013
Service Manager: Dustin Slater
Governance Group: None
Document Status: Published
Overview
This document defines the service level agreement for the ID Photo Gateway.
Service description
The ID Photo Gateway provides student ID Photos to University of Texas at Austin administrative applications.
Intended users
The ID Photo Gateway can be used by authorized users of departmental administrative applications.
Supported computing environment
The ID Photo Gateway is accessed through authorized administrative web applications. The ID Photo Gateway 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. Users should contact their support contacts of the administrative application they are using to access the ID Photo Gateway.
Tier 2
Application support contacts will contact the ID Photo Gateway support contacts using the idphotos@utlists.utexas.edu support list at their discretion.
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 7:00 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 the ID Photo Gateway.
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.
Application owners that implement the ID Photo Gateway subscribers agree to:
- Provide a method on the mainframe to check authorizations for their users.
- Maintain up-to-date authorizations for their users.
- Monitor their application for misuse of the ID Photo Gateway by authorized users.
Cost of Service
There is no charge to the user or application owners for this service.
