The Online Directory provides data about University affiliates in a format that is searchable by name or various attributes. The directory enables affiliated users to alter the data.
Strongly-affiliated users may appear in the Online Directory, unless privacy settings have been negotiated with the Registrar or Office of Human Resources: staff, faculty, affiliates, students (after first Census).
Anonymous queries will return a limited result set (300 entries). Onyen-authenticated queries will not be limited, but will only return public entries. Onyen authentication is required to adjust information that appears in the directory. Searches are available at http://itsapps.unc.edu/directory and information update is available at https://itsapps.unc.edu/account/update. Account updates will take up to 15 minutes to populate in search data under normal circumstances.
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 isearch and update sites, number of searches performed, time for query completion.
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 account update 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 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.
Out of Scope
Onyen creation, LDAP services.