This site requires JavaScript to be enabled
Welcome Guest|
Recent searches
IE BUMPER
Managed Server Support

Managed Server Support

ITS Managed Server Support (MSS) service provides standardized and efficient server host management to University of Texas at Austin colleges, schools, and units that require system administration for servers hosting their business applications.

 

MSS offers a simple, efficient, and standardized solution for Windows and Red Hat Linux servers from deployment to retirement. Servers are hosted in the University Data Center, utilize the Virtual Machine Gateway (UT-VMG) service, and are configured to meet the Minimum Security Standards as published by the Information Security Office. Where required, customers can purchase physical hosts to be deployed in the University Data Center that meet the UDC minimum standards.

 

The service includes a short consultation for new customers to help assess their server needs. For more complex or customized computing needs beyond the scope of service, fee-based assistance may be offered via our IT Consulting Services.

Features

The following features are commonly provided for both Windows and Red Hat server platforms:

 

  • Deployment and ongoing management of supported OS to a server
    • Virtual server hosted in the UT-VMG service
    • Physical server hosted in the University Data Center that meets UDC standards
  • Business hours system support (Monday – Friday, 8am – 5pm)
  • Documentation related to deployment and management of customer servers
  • Regularly scheduled patch management of operating systems and hosts
  • Consistent implementation of university IT security policies
  • Server availability and performance monitoring
  • Implementation of backup strategy to meet customer needs
    • Virtual servers: daily, archival
    • Physical servers: per customer
  • Coordination with other ITS units and external vendors as needed

 

  • Managed Linux Server

     

    Click Request to order a standards-based professionally managed Linux server. Servers will typically be deployed in the UT-VMG virtual hosting environment with the latest Red Hat Enterprise Linux operating system.

    Support is provided during normal business hours, Monday through Friday between 8am – 5pm, excluding all university holidays and closures.

    Available to:Faculty and Staff
    Features
    • Supported Operating Systems:
      • Red Hat Enterprise Linux Server 7 (currently deployed)
      • Red Hat Enterprise Linux Server 6
    • Patching: Manual, scheduled during or just outside business hours
    • Authentication: local accounts

    For more details, see Linux Server Standards

    Cost

    All prices are for an annual agreement; proration of cost is available based on start date of service not at the beginning of a fiscal year.

    Published rates are based on actual cost recovery methodology as set and approved by the office of Accounting, Costing and Analysis section.

    • Pricing: $1,950 per year per server
    Service Level Objectives
  • Managed Windows Server

     

    Click Request to order a standards-based professionally managed Windows server. Servers will typically be deployed in the UT-VMG virtual hosting environment with the latest Microsoft Windows operating system.

    Support is provided during normal business hours, Monday through Friday between 8am – 5pm, excluding all university holidays and closures.

    Available to:Faculty and Staff
    Features
    • Supported Operating Systems:
      • Windows Server 2016 (currently deployed)
      • Windows Server 2012 R2
      • Windows Server 2012*
      • Windows Server 2008 R2*
    • Patching: Automated, scheduled outside of business hours
    • Authentication: Active Directory

    For more details, see Windows Server Standards

    * Note: Support via MSS ends 5/1/2018 

    Cost

    All prices are for an annual agreement; proration of cost is available based on start date of service not at the beginning of a fiscal year.

    Published rates are based on actual cost recovery methodology as set and approved by the Office of Accounting, Costing and Analysis section.

    • Pricing: $1,020 per year per server
    Service Level Objectives
  • Request MSS Support

     

    Are you an existing MSS customer that requires assistance with your managed server(s)?

    Click Request to contact our support staff.

    Support is provided during normal business hours, Monday through Friday between 8am - 5pm, excluding all university holidays and closures.

    Available to:Faculty and Staff
    Features

    All requests for technical support will be logged using the ITS centralized ticketing system to enable us to appropriately assign and track the progress of your request. Staff will coordinate with customers to complete all tasks. Customers will be informed by e-mail from the ticketing system when requests have been completed.

    Cost
    • Requested services listed in the SLA are included in the annual MSS Managed Server fee.
    • Requested services outside of the SLA may incur a fee of $70 per hour
    Service Level Objectives

    MSS staff will respond to requests according to the following severity levels:

    • Routine service requests can be submitted through the Self Service Portal or via email and are assigned as Priority 4.
    • Urgent service requests should be submitted via the Service Desk at 475-9400 and are assigned as Priorities 1, 2 or 3
     PriorityAcknowledgementResponse
    1 30 minutes 2 hours
    2 90 minutes 4 hours
    3 120 minutes 1 business day
    4 4 hours 3 business days
  • IT Consulting

     

    Provides hourly-based professional consulting to university departments to assist them in identifying and implementing IT solutions. Our technical expertise, combined with the familiarity of the services in ITS, can help guide you to a sensible IT solution based on your business needs.

    Service provided based on the availability and expertise of ITS staff.

    Available to:Faculty and Staff
    Features

    Hourly-based IT consulting services. Services delivered vary based on the consulting engagement.

    Cost

    ITS MSS Staff: $70/hour

    Service Level Objectives

    SLO varies based on the consulting engagement. Each engagement will have a Statement of Work to describe agreed-upon scope of engagement.