Service Description
Onyen Services creates and manages passwords for Onyens for the purposes of authenticating to services on campus or as part of the UNC General Administration, InCommon or eduGain federations. Onyen Services also deprovisions Onyens in a timely fashion, according to policy.
Audience
Employees and students
Documentation
User/Customer Responsibilities
Customers agree to be familiar with and adhere to the University's Onyen 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.
Supported Environment/Services
Web authentication with supported browsers. Operating system authentication, and some fat client authentication, such as Outlook.
Expected Delivery
5 Business Days
Support
Technical Support/Contact Information
- Phone (919) 962-HELP (4357)
- Chat: Click the blue speech bubble
- Submit an Onyen services request
Maintenance Schedule
Regular maintenance windows: mornings 6-8 am, evenings 5-7 pm. 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 5 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). Outages for this product are documented at ITS Status.
Hours of Operation
- 24/7/365(6) hours of operation
- Support hours for tier 1 and tier 2 support is 8am-5pm
- Critical support is available 24/7