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Contract Server Support

Contract Server Support

[This is a legacy service for former customers of Managed Server Support (MSS) who have entered into Memorandums of Understanding (MOU) for extended support through the FY2020/2021 fiscal year.]

The Enterprise Systems Management (ESM) group within ITS Campus Solutions provides host management to University of Texas at Austin colleges, schools, and units that require system administration for servers hosting their business applications. Hosts include Microsoft Windows and Red Hat Enterprise Linux servers. Servers are hosted in the University Data Center (UDC), utilize the Virtual Machine Gateway (UT-VMG) Classic service or UDC Colocation, and are configured to meet the Minimum Security Standards as published by the Information Security Office (ISO). 

Features

The following features may be 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 Classic environment
    • Physical server hosted in the University Data Center that meets UDC standards
  • Business hours system support (Monday – Friday, 8am – 5pm)
  • Regularly scheduled patch management of operating systems and hosts
  • Consistent implementation of university IT security policies
  • Server availability and performance monitoring
  • Coordination with other ITS units and external vendors as needed

Scope of support for each host are defined in customer MOUs and Addendums.  

 

  • Request a New Server

    [The availability of this service offering is subject to terms of the Memorandum of Understanding (MOU) negotiated with former customers of MSS.  This offering is currently not available to new customers.]

    Click Request to submit business requirements for standards-based professionally managed Linux or Windows servers. Servers will typically be deployed in the UT-VMG Classic virtual hosting environment with supported Red Hat Enterprise Linux or Microsoft Windows Server operating systems.

    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 8 (currently deployed)
      • Red Hat Enterprise Linux Server 7 (currently deployed)
      • Red Hat Enterprise Linux Server 6 (through 11/30/2020; no new deployments)
      • Microsoft Windows Server 2012 R2 (No new deployments)
      • Microsoft Windows Server 2016 (currently deployed)
      • Microsoft Windows Server 2019 (currently deployed)
    • Patching: Automated, scheduled every month during or just outside business hours. 
    • Authentication: Active Directory, local accounts
    • Standards: Linux Standards, Windows Standards

    For more information, please refer to the Memorandum of Understanding (MOU) and individual Addendum statements for details.

    Cost

    Terms of support and rates are defined in customer MOUs and Addendums.

    Service Level Objectives

    Please refer to the Memorandum of Understanding (MOU) and individual Addendum statements for details.

  • Request Existing Server Support

    MOU customers that require assistance with servers under contract may use the linked forms below to request support.

    A Service Request is a formal  request from a Customer for information, advice, a standard change, or a new addition to a Customer service or host. To submit a Service Request please fill out this form. 

    An Incident is an unplanned interruption or reduction in the quality or function of a Customer service or host, i.e. something is broken or not working as expected. To report an Incident please fill out this form.

    A Decommission Request is a formal request from a Customer for the destruction of a server.  The server is removed from management tools, all data is digitally (virtual machines) or securely (physical hosts) destroyed.  The virtual machine is destroyed whereas physical host chassis is  re-assigned to surplus.  To submit a Decommission Request please fill out this form.

    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.ITS Campus Solutions 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

    Terms of support and rates are defined in customer MOUs and Addendums.

    Service Level Objectives

    Key Metrics

    During normal business hours, Incidents and Service Requests will be responded to using the following matrix: 

     
     Ticket Priority Response
    1  2 hours
    2  4 hours
    3  1 business day
    4  2 business days

    Incident and Service Requests submitted after normal business hours will be responded to the following business day (or thereafter based on priority.)