Two Factor Authentication
Last Updated: July 3, 2014 @ 10:30 am
Next Review Date: 01/01/2015
Service Manager: Mario Leal
Governance Group: IT Architecture & Infrastructure
Document Status: Published
- Availability: 98.9%
Please note that this SLA is dependent on other campus SLAs and is adjusted as those change.
This document defines the service level agreement for the EID-based Two Factor Authentication system.
Two Factor Authentication provides an additional level of security for university applications by adding a second factor of authentication to the regular EID password authentication step.
Two Factor Authentication can be used by UT EID holders that have upgraded UT EIDs.
Campus departments or organizations can integrate two Factor Authentication with their applications when those applications require an enhanced level of authentication security.
Supported computing environment
In order to use Two Factor Authentication, an EID holder must have either an iOS or Android compatible mobile device (such as a mobile phone or tablet) or a mobile phone capable of sending and receiving text (SMS) messages.
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400.
Departmental support staff and the ITS Help Desk may escalate issues to the Two Factor Authentication team. Customers referred to the Two Factor Authentication team will be contacted within one business day.
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 may occur at the following times:
- Thursdays between 6:30 AM and 7:00 AM
- Fridays between 3:00 AM and 6:00 AM
- Sundays between 6:00 AM and 10:00 AM
To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance periods.
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for [service name].
Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.
Cost of Service
Two Factor Authentication is centrally funded. There is no charge to the user for this service.