The University of Texas at Austin

Two Factor Authentication

Last Updated: July 3, 2014 @ 10:30 am
Next Review Date: 01/01/2015
Service Manager: C W Belcher
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Key Metrics

  • Availability: 98.9%

Please note that this SLA is dependent on other campus SLAs and is adjusted as those change.

Overview

This document defines the service level agreement for the EID-based Two Factor Authentication system.

Service description

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.

Intended users

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.

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 the Two Factor Authentication team. Customers referred to the Two Factor Authentication team will be contacted within one business day.

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 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

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 [service name].

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.

Cost of Service

Two Factor Authentication is centrally funded. There is no charge to the user for this service.

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!