The University of Texas at Austin
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Last Updated: February 15, 2016 @ 2:55 pm
Next Review Date: 01/01/2015
Service Manager: Mario Leal
Governance Group: None
Document Status: Published

Key Metrics

  • Production Availability: 98.9


This document defines the service level agreement for Shibboleth.

Service description

UT Austin's Shibboleth services provides authentication services to Service Providers who are unable to utilize Central Web Authentication.

Shibboleth provides familiar UT EID based authentication to end users while customizing and restricting the attribute information provided to Service Providers.

Intended users

Shibboleth can be used by campus departments or organizations who wish to provide consistent authentication behavior to the consumers of their service.

Shibboleth is most commonly utilized when the Service Provider is a 3rd party vendor that is not housed on campus. Central Web Authentication and TED LDAP authentication services are not available for these Service Providers.

Supported computing environment

Service Providers may consult the Shibboleth documentation at the official site: Shibboleth

Users of the services that implement Shibboleth authenticate through a familiar web interface. This 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.


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 Thursday mornings at 9:00am, 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 Shibboleth.

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.

Departments who implement a service utilizing this service agree to the Shibboleth AUP

Cost of Service

Shibboleth 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:

* UT 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!