GuestID Services creates and manages passwords for GuestIDs for the purposes of authenticating to services on campus or as part of the UNC General Administration, InCommon or eduGain federations. GuestID Services also deprovisions GuestIDs in a timely fashion, according to policy. - Note: We need a documented policy here.
Former employees, alumni, third-party proxy (parents and guardians), prospective and applicant students.
Web authentication for services that support GuestIDs, with supported browsers.
Technical Support Contact Information
ITS Service Desk:
- Phone (919) 962-HELP (4357)
- Chat: https://help.unc.edu/chat
- Online Help Request: http://help.unc.edu/help/olhr/
- Twitter: @unchelpdesk
- Facebook: unchelpdesk
- YouTube: unchelpdesk
- Instagram: unchelpdesk
SLA Response Times
Service Level response times to service requests are measured by when a request is submitted via 962-HELP, chat or online submission. Other forms of contact may affect the ability to address the request in a timely fashion. Incident response time to customers are:
- Critical = 15 minutes, 24x7
- Important = 8 hours, 8-5 M-F
- General = 24 hours, 8-5 M-F
Uptime of GuestID self-service site, number of accounts successfully created in the self service site.
Service Metrics / Service Goal metrics
Goals - self service goals, upstream goals (align).
Regular maintenance windows: Tuesday mornings 6-8 am, Thursday evenings 5-7pm. More extensive downtime will be scheduled on an ad hoc basis, most likely on weekends. Service availability is also dependent on upstream data source availability such as ConnectCarolina. Down times are published with a minimum or 14 days advance notice. Specific times of year where service may be degraded due to impact-full maintenance: Decision Release dates (vary, Spring Semester), and Admissions Application Deadline Dates (vary, Fall Semester). See http://status.its.unc.edu/ status page.
Hours Of Operation
24/7/365(6) hours of operation. Support hours for tier 1 and tier 2 support is 8am-12am. Critical support is available 24/7.
Customers agree to be familiar with and adhere to the university's Guest ID Policy and Acceptable Use Policy. They are also expected to provide any requested information relevant to their issue within the requested window (24 hours for General issues; 8 hours for important issues; 30 minutes for Critical issues). Non response after 3 attempts will result in a ticket closeout. - Note: We need a documented policy here.
Out of Scope
Services accessed with Guest IDs, 2-Step Verification.