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: 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.


This document defines the service level agreement for UTLogin.

Service description

UTLogin uses the UT Electronic Identifier (UT EID) to provide secure single sign on (SSO) for university web applications. UTLogin also integrates with stand-alone applications through standards-based authentication protocols.

Intended users

UTLogin can be used by campus departments or organizations who wish to provide consistent authentication behavior to consumers of their services.

UTLogin can be used by all UT EID holders for UT EID authentication.

Supported computing environment

Campus Departments and Organizations

UTLogin is the preferred UT EID authentication system for the university.

A list of technical requirements for supported Web Policy Agents is available on the ForgeRock website. UTLogin’s available application programming interfaces (APIs) are also listed by ForgeRock. Standard SAML 2.0 implementation requirements apply to the UTLogin SAML interface.

UT EID holders

The minimum recommended client software requirements are aligned with University defined standards.

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 UTLogin Administrators. Customers referred to the UTLogin Administrators 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

Scheduled maintenance occurs on Wednesdays and/or Thursdays from 6:30 to 7 a.m. Please note that maintenance may not occur on every Wednesday and/or Thursday. 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 UTLogin.

User responsibilities

Users and owners of UTLogin protected services agree to be aware of and adhere to the University of Texas at Austin Acceptable Use Policy.

Owners of UTLogin protected services agree to:

  • Be aware of and adhere to the UTLogin Acceptable Use Policy.
  • Perform web policy agent upgrades within 180 days of agent release and within 60 days of a security advisory being published, unless a shorter window is established by the Information Security Office.
  • Use UTLogin best practices when feasible.

Cost of Service

UTLogin is centrally funded. There is no charge to the user for this service. See also UTLogin.

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!