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University Data Center (UDC)

University Data Center (UDC)

An Enterprise-Level Data Center to Meet Strategic Campus Needs

The University Data Center (UDC), completed in 2010, benefits campus by providing a secure, professionally managed data center to meet the growing information technology (IT) needs of researchers, colleges and schools, and administrative units at The University of Texas at Austin.

 

Benefits to researchers, colleges, schools and units

  • Enhanced physical and data security, redundant power and cooling systems, and redundant data center class high-speed networking to ensure availability of critical research and administrative systems.
  • Space is available now, and ITS has a long-term plan to continue expanding capacity. Departments using the UDC can free up valuable space and avoid significant time and costs of designing, building and maintaining local server rooms.
  • Professional, 24/7 technical support and management of every facet of the UDC ensure departments can focus on their core mission while ITS focuses on the IT equipment.
  • Server build room enables customers to install, configure, and test systems before moving into controlled operational space.
  • Co-location rates have been approved by the Controller's Office, and the fees paid go to upgrade network gear, ensuring that the network keeps up with increasing future demands. Departments are not charged for the building, cooling, power or monitoring software and services.
  • Viable option to co-locating physical servers is to use ITS Virtual Servers. Virtual servers can be sized to meet your needs, offer cost savings, improve data security, and reduce the physical space requirements.

 

  • UDC Support

    Do you have a physical server or other equipment hosted in UDC and need support?  Selecting this catalog item will put you in touch with staff for Tier 1, Tier 2 and Networking support.

    Available to:Faculty and Staff
    Features

    Technical support

    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.

    For service requests that do not require immediate attention, please utilize the UDC Service Catalog.  These requests will follow the standard ITS SLA initial response time of 4 hours. 

    For any issue requiring immediate attention (less than 4 hours), such as the reboot of a server or other troubleshooting activity, call 512-471-0007. The operators are on duty 24/7 to support you and will respond within 20 minutes. Customers must provide a contact method when they contact the UDC.

     

    Tier 1 - Typically simple tasks that can be performed in a short timeframe and might otherwise require on-site visits by system administrators.

    Availability: 24/7/365

    Services include:

    • Power cycling equipment (rebooting)
    • Swapping removable media (tapes, CDs, DVD, etc.)
    • Visual verification of equipment state (indicators, displays, etc.)
    • Console connections
    • Reseating cables
    • Equipment pickup and delivery
    • Hard drive degaussing and destruction (for devices in the UDC)
    • Inventory coordination and surplus of IT equipment
    • Shipping and receiving as it relates to data center activities
    • On-site assistance during customer visits – As requested/required

     

    Tier 2 - Tasks that require more advanced involvement such as installation or handling of hardware and components.  Invasive tasks require advance notification to other cabinet occupants and must be supported by UDC staff.

    Availability: 7 a.m. to 7 p.m. M-F
    After Hours: 7 a.m. to 10 a.m. First Saturday of the month

    Services include:

    • Hardware failure component replacements (NICs, hard drives, power supplies, etc.)
    • Installation of new hardware components involving advance scheduling of downtime
    • OOBM/DRAC/ILOM configuration
    • Installation / De-installation of equipment in the raised floor and server build room
    • Relocation of equipment between data halls and/or server build room
    • Vendor support activities – As requested/required

     

    Networking - Requests involving network configuration changes

    Availability: 8 a.m. to 5 p.m. M-F
    After Hours: 7 to 10 a.m. First Saturday of the month & 5 to 8 p.m. Third Thursday of the month

    • VLAN, ACL or Firewall changes
    • LACP bonding
    • Moving, securing or terminating cables
    • Labeling equipment and cables
    • Other activities requiring networking support

    To schedule support in an after-hours window, the request must be created five days in advance of the window. The windows will be closed and staff released if no activities are logged 5 days before the window. Customers may conduct their own maintenance not requiring ITS staff at any time.

    Cost

    UDC support services are included in the annual server hosting fee.

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • Install a Server/Device

    Do you need to install new server hardware in the data center?  Selecting this catalog item will allow you to provide the required information to start a new server hardware installation project.

    Available to:Faculty and Staff
    Features
    • Professional, 24/7 technical support and management of every facet of the UDC ensure departments can focus on their core mission while ITS focuses on the IT equipment
    • Server/equipment co-location space: Raised floor room equipped with server cabinets, network switches, network connections and power distribution equipment
    • Out-of-Band/Lights-Out Management network channel for remote device maintenance
    • 10Gpbs server support with multiple network media configurations available (A one-time setup fee may apply)
    • Campus and Internet connectivity
    • IT facilities to support system administrators in setting up and supporting systems
    • Systems monitoring and notification
    • Physical security and restricted access
    • Information security in accordance with university standards
    • Electrical and mechanical infrastructure designed and built to be concurrently maintainable - engineered for zero scheduled downtime
    • Management of climate control, fire suppression, and power systems
    • Consultation and assessment for academic and administrative units that want to move equipment into the new UDC
    Cost

    Equipment hosting fees are determined through a rate calculation applied to the maximum power supply Wattage of the device. 

    Formula: Power Supply Rating [Maximum Watts] x 75% x $0.90 = Annual Fee

    Rates are maintained in accordance with the CIO Rate Change Policy.

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • Decomission a Server/Device

    Do you need to decommission server hardware currently hosted by University Data Centers?  Selecting this catalog item will allow you to identify an existing server for decommission and select surplus or deliver options.  UDC will uninstall the equipment and either assist with surplus or deliver the server back to you.

    Available to:Faculty and Staff
    Features

    Retire on old server

    Cost

    No cost.

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • Relocate/Repurpose/Rename a Server/Device

    Do you have server hardware currently hosted by University Data Centers and need to relocate the equipment to a different rack, room or building?  Do you need to repurpose existing server hardware as a new service?  Selecting this catalog item will allow you to identify server hardware for relocation and/or repurposing.

    Available to:Faculty and Staff
    Features
    • Professional, 24/7 technical support and management of every facet of the UDC ensure departments can focus on their core mission while ITS focuses on the IT equipment
    • Server/equipment co-location space: Raised floor room equipped with server cabinets, network switches, network connections and power distribution equipment
    • Out-of-Band/Lights-Out Management network channel for remote device maintenance
    • 10Gpbs server support with multiple network media configurations available (A one-time setup fee may apply)
    • Campus and Internet connectivity
    • IT facilities to support system administrators in setting up and supporting systems
    • Systems monitoring and notification
    • Physical security and restricted access
    • Information security in accordance with university standards
    • Electrical and mechanical infrastructure designed and built to be concurrently maintainable - engineered for zero scheduled downtime
    • Management of climate control, fire suppression, and power systems
    • Consultation and assessment for academic and administrative units that want to move equipment into the new UDC
    Cost

    Equipment hosting fees are determined through a rate calculation applied to the maximum power supply Wattage of the device.

    Formula: Power Supply Rating [Maximum Watts] x 75% x $0.90 = Annual Fee

    Rates are maintained in accordance with the CIO Rate Change Policy.

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • Migrate a Server/Device

    Do you have existing server hardware in your building that you'd like to have hosted by University Data Centers?  Selecting this catalog item will allow you to provide required information to start a migration project.  UDC Client Services will provide project management services to get your hardware installed in the data center with a minimum amount of downtime.

    Available to:Faculty and Staff
    Features
    • Professional, 24/7 technical support and management of every facet of the UDC ensure departments can focus on their core mission while ITS focuses on the IT equipment
    • Server/equipment co-location space: Raised floor room equipped with server cabinets, network switches, network connections and power distribution equipment
    • Out-of-Band/Lights-Out Management network channel for remote device maintenance
    • 10Gpbs server support with multiple network media configurations available (A one-time setup fee may apply)
    • Campus and Internet connectivity
    • IT facilities to support system administrators in setting up and supporting systems
    • Systems monitoring and notification
    • Physical security and restricted access
    • Information security in accordance with university standards
    • Electrical and mechanical infrastructure designed and built to be concurrently maintainable - engineered for zero scheduled downtime
    • Management of climate control, fire suppression, and power systems
    • Consultation and assessment for academic and administrative units that want to move equipment into the new UDC
    Cost

    Currently no cost for typical project up to 10 pieces of IT equipment.  Complex projects may require some one-time capital costs as well as project management and technician time.

    Please submit a "UDC Consulting" request for further information on migration project costs.

     

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • Replace a Server/Device

    Do you need to perform a refresh of hardware currently hosted by University Data Centers?  Selecting this catalog item will allow you to identify an existing server for decommission and provide information for its replacement.

    Available to:Faculty and Staff
    Features
    • Professional, 24/7 technical support and management of every facet of the UDC ensure departments can focus on their core mission while ITS focuses on the IT equipment
    • Server/equipment co-location space: Raised floor room equipped with server cabinets, network switches, network connections and power distribution equipment
    • Out-of-Band/Lights-Out Management network channel for remote device maintenance
    • 10Gpbs server support with multiple network media configurations available (A one-time setup fee may apply)
    • Campus and Internet connectivity
    • IT facilities to support system administrators in setting up and supporting systems
    • Systems monitoring and notification
    • Physical security and restricted access
    • Information security in accordance with university standards
    • Electrical and mechanical infrastructure designed and built to be concurrently maintainable - engineered for zero scheduled downtime
    • Management of climate control, fire suppression, and power systems
    • Consultation and assessment for academic and administrative units that want to move equipment into the new UDC
    Cost

    Equipment hosting fees are determined through a rate calculation applied to the maximum power supply Wattage of the device.

    Formula: Power Supply Rating [Maximum Watts] x 75% x $0.90 = Annual Fee

    Rates are maintained in accordance with the CIO Rate Change Policy.

    Service Level Objectives

    University Data Centers 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 phone to the Operations Center and are assigned as Priorities 1, 2 or 3.

    Priority

    Acknowledgement

    Response

    1

    30 Minutes

    2 Hours

    2

    90 Minutes

    4 Hours

    3

    120 Minutes

    1 Business Day

    4

    4 Hours

    3 Business Days

     

    Self Service Portal: https://ut.service-now.com/utss/ SELECT: Information Technology > Servers, Storage & Data > Data Center Services > University Data Center
    Email: udc-request@austin.utexas.edu
    Phone: 512-471-0007

  • UDC Consulting

    Do you need to host a physical server or have general questions about the data center, but aren't sure where to start?  Selecting this catalog item will put you in touch with UDC Client Services who will provide guidance for your co-location needs. Including: server standards, hosting fees (estimates), processes, security, and more.

    Available to:Faculty and Staff
    Features
    • Assessment for academic and administrative units that want to move equipment into the new UDC
    Cost

    No cost.

    Service Level Objectives

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

  • Tour

    Tours of the University Data Center (UDC) are available for UT Austin faculty and staff on the third Friday of each month from 9-10 a.m.

    Available to:Faculty and Staff
    Features
    • Tour the Data Center!
    Cost

    No cost.

    Service Level Objectives

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu