UW Information Technology Service Catalog

Services offered by UW-IT to the University of Washington community

NOTICE: The catalog currently reflects FY 2012 rates. To see a summary of FY 2012 rates and a comparison to upcoming FY 2013 rates, see Technology Recharge Fee and Self-Sustaining Services (effective July 1, 2012).

Standard Managed Servers

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Submitted by tomnash on Wed, 2009-03-25 09:57
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Service Description: 
UW-IT currently manages over 1000 servers for various owners and functions.  Our Standard Managed Server service is designed for UW departments, leveraging UW-IT's expertise to match your needs with our current and most common choices for hardware, software, and system management. 

Standard Managed Server offers a simple, efficient solution when you need servers deployed and managed. The service includes a 1 hour consultation to gather requirements and provide a cost estimate.  Upon approval UW-IT will purchase, configure, install and manage your server in a physically secure, environmentally controlled data center facility.

For more complex or customized computing needs beyond the scope of UW-IT's Standard Managed Server service, our Consulting service may be able to help develop a custom solution.
Service Options: 

 The list below contains common technology options that can be deployed as part of this service.  Please ask if there are other items of interest.

  • Server hardware:
    • Physical, virtual
    • Located on-premise (UW-IT Data Center), in the cloud (Slicehost)
    • Dell and IBM are preferred server manufacturers
    • Hardware warranty - 3, 4, 5 years
    • Server support options:
      • Hardware vendor warranty
      • Off-site backups
      • High availability clusters
      • Spare systems
      • System monitoring
      • 24x7, business hours on-call system support
      • Security - confidential, restricted, or public data
  • Operating Systems:
    • RHEL5 64bit, Windows 2008 64bit
    • Level of support: none, patches only, scheduled maintenance
    • Monitoring: 24x7, business hours only
    • Backup of operating system
  • Application Software:
    • Account mnagement: Local, UW NetID
    • Authentication: UWWI, Pubcookie, Shibboleth, Kerberos
    • Web servers:
      • IIS
      • Apache
    • Databases:
      • Microsoft SQL Server
      • MySQL
      • Oracle
      • PostgreSQL
    • Applications:
      • PHP
      • Tomcat
      • Samba
      • Request Tracker (RT)
      • Java
      • Python
      • Git
      • Mercurial
    • Backup of application data
    • Level of support: UW-IT manages, customer manages
    • Monitoring: 24x7, business hours only

 

 

Eligibility: 

UW faculty; UW staff; UW academic units; UW administrative units; UW affiliated organizations

Approved budget number required.

How to Order: 
Service details are contained in this catalog entry. To request a consultation, please submit this Request Form. You will be asked for details regarding your server needs, budget number, etc. 
 
If you are prompted to log into the Request Form, enter <"NETID\"> followed by your UW NetID user name in the user name field e.g., <"NETID\jdoe">, followed by your UW NetID password in the password field.  Tip: Be sure to use the backslash "\" instead of the forward slash "/”. 

For further questions and information:
Email: help@uw.edu
Phone: 206-221-5000
Availability: 
The availability model for each server can be tailored based on needs and costs.  Many server and application configurations requiring high availability can be supported. Lower availability can also be provided at a lower cost.
Price: 

Rates for this service are variable and will be provided as part of the initial consultation phase. Rates include 3 components:
 

  • direct costs to vendors (server hardware, licensed software, certificates, etc.)
  • hourly costs to manage (hours for system design, system administration, application administration, etc.)
  • costs to use other UW-IT services ( data center, backups, virtual servers, etc.)

These components apply for the agreed-upon lifecycle of the service (typically 3, 4, or 5 years).

Rates are adjusted on an annual basis.

Examples of existing Standard Managed Server pricing can be seen on the service web site.

 

Additional Information: 

For any additional information, please view our web site.
 

Service Level Description: 
Specific service level items are negotiable and limited by the support hours being billed.  For a typical Standard Managed Server UW-IT will:
  • Arrange for the purchase and installation of all hardware
  • Provide necessary infrastructure, including:
    • Secured, climate controlled, data-center location
    • Server rack space
    • Electrical circuits
    • Network connectivity
  • Provide server specification and setup services
  • Provide setup and installation of approved software (for approved software list, see Service Options)
  • Provide OS license
  • Provide systems administrative functions including:
    • Providing ongoing operating system updates, patches and security hot fixes
    • Monitoring server performance and health
    • Providing hardware maintenance and repair (or arranging for vendor replacement), providing servers are under warranty
  • Bill service charges to a UW budget number
  • Tag server hardware with a generic asset tag and send all relevant paperwork to the customer
The customer will:
  • Insure the equipment (if desired). University property and equipment are not automatically insured for loss or damage due to theft, fire, flood, power spike, etc.  You can arrange for insurance through the Equipment Insurance campus-wide online program, which is administered by the Office of Risk Management. This program provides optional, low cost coverage for equipment owned, leased, or borrowed by University departments. You can find more information here: http://f2.washington.edu/treasury/riskmgnt/insure/EIS
  • Verify that this service meets all of the business continuity, security, and data management requirements that apply to the planned use of the service. Please contact us if you require additional information about the service's design, operation, or management in order to help verify that this service will meet your needs.
  • Install, support and upgrade custom application software
  • Resolve any application problems
  • Provide any application-level monitoring
  • Provide UW-IT with permanent system root/ admin privileges
  • Perform server reboots and shutdowns only with prior UW-IT approval
  • If the optional data backup service is not selected, then the Customer is responsible for data backups
Support Information: 

To report an issue with an existing Standard Managed server, please provide the server name and utilize one of the following methods for contacting the Service Center: 

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Online Help Form: http://uw.edu/itconnect/help
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: http://uw.edu/itconnect/gethelp.html

Note: When calling the Service Center outside of regular business hours, a voicemail can be left or, where applicable, it is possible to follow phone prompts to be connected to after-hours support.

Contact for More Information: 

Email help@uw.edu (include 'Managed Server' in the subject line), or call 206-221-5000.

Maintenance
Last Review Date: 
Tue, 2011-07-05
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