UW Information Technology Service Catalog

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

Self-Sustaining

Teleconferencing

0
Your rating: None
Brief Service Description: 
Conference call setup and support
Service Description: 

Anyone on the UW telephone system can make a three-way conference call no matter what type of telephone instrument is being used. Depending on the type of telephone set, more parties may be added.

For large groups or more complex audio or Web conferencing, UW conferencing services connects you with the collaboration tools necessary to make your conference a success whether you need to:

  • Set up a one-time audio conference for up to 100 people
  • Share documents and spreadsheets online via a Web conference
  • Have a meeting with a handful of colleagues at a moment's notice
Service Options: 

There are several service offerings in this category. Please reference http://www.washington.edu/itconnect/connect/conferencing/services/ for additional details and service options.

Set Up a Conference Call Yourself for Three to Six Participants

Anyone using the campus Avaya telephone system can make a three way conference call, and many phones can make six way conference calls. 

UW Teleconferencing


UW Teleconferencing provides a reservation-less, audio conferencing bridge with capacity for up to 30 participants. This system allows organizations to hold conference calls on-demand, without paying per-use fees for simple reservation-less conference calls. Advantages include:

  • Easy to use, low-cost conferencing solution for up to 30 parties
  • Best solution for day-to-day, impromptu conferencing needs
  • No per minute/per user charge for conference

Premier Global Services (PGI)

PGI is the preferred UW provider for large audio on-demand conferences, international conferences, and special events.

Four options are available from PGI: http://www.washington.edu/itconnect/connect/conferencing/services/#teleconf_prem

Arkadin Anytime Conferences
Arkadin is an alternative conferencing service with a pricing structure similar to PGI.

Adobe Connect

Adobe Connect is a Flash-based virtual meeting room that allows you to connect with multiple participants to share audio, video, applications, and chat.

Eligibility: 

UW faculty, UW staff, UW Medical Center, Harborview Medical Center, UW Physicians Network and Neighborhood Clinics;  Anyone with a valid budget number.

How to Order: 

Email: help@uw.edu
Phone: 206-221-5000

Availability: 

Conference call services are available 24 hours a day, 7 days a week.  Staff are available 8:00 a.m. - 5:00 p.m. Monday - Friday. Some conferencing products are available 24 x 7.

Requests for conferencing are handled 8:00 a.m. - 5:00 p.m., Monday - Friday.

 

 

Price: 

Rates effective July 1, 2013 for FY2014.

Meet-Me Conferencing
One time setup charge No charge
Monthly recurring charge $ 3.42 per virtual telephone number
Toll-Free Access $ 0.05 per minute/per participant
Applicable toll-free and long distance charges will apply.  

Premier Global Services (PGI)
   
Ready Access (Global Crossing is a legacy service) $0.26 per minute/per participant
Global Meet $0.09 per minute/per participant
Scheduled Ready Conference $0.05 per minute/per participant
Toll free access $0.05 per minute/per participant

Arkadin Anytime Conferences
USA Toll $0.02/minute per participant
Toll Free $0.023/minute per participant
International pricing See PDF attachment

Adobe Connect
Meeting host license $19.27 per account/per month ($231.24/year)

 

 

Additional Information: 

Detailed information about this service, including comparison tables and "how to" information:

http://www.washington.edu/itconnect/connect/conferencing/services/

Service Level Description: 

 Lead time to set up a teleconference is 24 hours prior to the conference for PGI.  Meet Me and Adobe conferences generally require 7 days prior notification for set-up.

Support Information: 

For 24 x 7 technical support on either your Adobe Connect web conference or your PGI audio conference, contact the PGI Technical Support Center at 1-888-569-3848 Option 2 or press *0 from within your PGI audio conference. 

All account questions or changes should go to the UW-IT Service Center at 206-221-5000 or help@uw.edu.

Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Tue, 2014-01-21
Keywords: 
<p>teleconference, teleconferencing, conferencing services, Meeting Exchange, Link, PGI, Meet Me, videoconferencing, videoconference</p>
Notes: 
<p>Updated on 4/30/13 to reflect minor changes due to conferencing system upgrade.<br /> <br /> Reviewed on 2-22-12 minor changes made. Additional changes expected when the rates are updated in June 2012.<br /> <br /> Please note that the phone tree for 1-5000 was updated to include Learning and Scholarly Technologies. Also they have a link on the conferencing page for information regarding rentable conference rooms.</p> <p>9/6/13:&nbsp; Updated Service Rep to Stephen Scheier.</p> <p>12/14/13: Added new service option: Arkadin Anytime Conferences</p> <p>12/14/13: Fixed a couple typos existing in text entered into SharePoint by service manager</p> <p>12/30/13: Created in-table link to PDF attachment for Arkadin Anytime Conferences international pricing sheet</p> <p>01/21/14: Fixed link for PGI in response to customer comment in catalog</p>

Mobile Technology

0
Your rating: None
Brief Service Description: 
Smartphone service and support
Service Description: 

UW Information Technology provides support for all models of smartphones.

Service Options: 
Smartphones supported include:
  • Android Devices
  • BlackBerry Devices
  • iPhone Devices
  • Windows Mobile Devices
  • Palm Devices
Effective July 1, 2010, UW Information Technology no longer provides centralized cellular phone billing and equipment ordering services.

 

Eligibility: 

UW faculty, UW staff, UW Medical Center

How to Order: 
Availability: 
Smartphone service is based on specific vendor coverage. Customers should review the vendor coverage before ordering service and equipment.
Price: 

Rates effective July 1, 2013 for FY2014.

 
Rates vary according to plan selected and whether you are in or out of the service provider area. Vendor charges are passed through to the customer based on plan offerings. UW Information Technology rates are as follows:
 
  • Smartphone Setup: $112 one-time charge per phone
  • Basic Smartphone Support (iPhone, WinMobile, etc.): $21 monthly charge
  • BlackBerry Support - Exchange: $32 monthly charge
  • BlackBerry Support - NotifyLink: $61 monthly charge

 

Additional Information: 

http://uw.edu/itconnect/phones/smartphones.html

 
Effective July 1, 2010, UW Information Technology no longer provides centralized cellular phone billing and equipment ordering services.
Service Level Description: 

There is a 7-day lead time after receipt of UW budget number.

 
Smartphone cellular service is available 24 hours a day, 7 days a week in the provider service area. Roaming charges apply outside the provider area. Support is available 8:00 a.m. - 5:00 p.m., Monday - Friday.
Support Information: 

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://www.washington.edu/itconnect/gethelp.html

Contact for More Information: 

Email: help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Fri, 2013-06-28
Keywords: 
<p>mobile technology, cell, cellular phone, Smartphone, Blackberry, G1, Storm, iPhone, Iphone, Air Card, AT&amp;T, ATT T-Mobile, TMobile, Verizon, Sprint; satellite phones</p>
Notes: 
<p>2/16/12:&nbsp; Fixed Get Help link.</p>

Pager Services

4
Your rating: None Average: 4 (1 vote)
Brief Service Description: 
Pager service and equipment
Service Description: 

Pager service has been arranged through a contract between the University of Washington and a local provider. 

The most basic pager is the display/vibrate type, which only displays the telephone number of the number to be called. The alpha-numeric type allows the person doing the paging to send a message up to 240 characters in length via email or Personal Digital Assistant (PDA). Two-way pagers can both send and receive text messages and have the same coverage as nationwide pagers.

Service Options: 

There are five options for pager service:

  • Local display/vibrate
  • Local alpha-numeric
  • Nationwide display/vibrate
  • Nationwide alpha-numeric
  • 2 Way alpha
Eligibility: 

UW faculty, UW staff, UW Medical Center

How to Order: 

Order by Mail
Print out an Application for Pager Service and submit it via campus mail. http://uw.edu/itconnect/phones/pager.html#ordering

Request More Information by Phone or Email Form
Contact: Pager Help Desk
UW Information Technology Service Center
4333 Brooklyn Ave NE, Box 359540
Phone: 206-221-5000; Fax: 206-685-8457
http://uw.edu/itconnect/phones/pager.html

Availability: 

Hours available: 24 hours a day, 7 days a week

Price: 

Rates effective July 1, 2013 for FY2014.

Type Basic Monthly Rate  
Local display/vibrate $ 5.18 (WA only) Additional coverage available
Local alpha-numeric $ 10.35 (WA only) Additional coverage available
Nationwide display $27.01  
Nationwide alpha-numeric $57.49  
2-Way Pager with 500 messages per month $24.72  
Voice mail, group call, extra number features $1.15 - $2.30  

 

Additional Coverage Areas for Local Pagers Monthly Rate
For WA, OR Basic Monthly Rate
For West WA, CA Basic Monthly Rate
For WA, OR, AK Basic Monthly Rate
For WA, MT, ID Basic Monthly Rate
For WA, OR, MT, ID Basic Monthly Rate

 

Additional Information: 
Service Level Description: 

Pager service is available 24 hours a day, 7 days a week.

Support Information: 

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://www.washington.edu/itconnect/gethelp.html

UW Medical Center Teleservices (UW Medical Center Staff)
NE-165 UW Medical Center; Box 356034
Monday - Friday, 7:30 a.m. - 4:30 p.m.
Phone: 206-598-6367
Fax: 206-598-7872

Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Fri, 2013-09-06
Keywords: 
<p>Pager</p>
Notes: 
<p>2/16/12:&nbsp; Fixed Get Help link</p> <p>2/29/12: Changed number of pager characters in service description.</p> <p>6/26/13:&nbsp; Updated rates.</p> <p>9/6/13:&nbsp; Updated service representative.</p>

Call Center Solutions

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Your rating: None
Brief Service Description: 
Manage inbound and outbound calls efficiently using telephone and other technologies
Service Description: 
A call center may be used for responding to telephone inquiries about a particular product or service. Based on the technology and staffing employed, it is possible to route calls to individual staff based on volume or their expertise with a specific product or service. The set of tools includes a call management system and call recording for quality and training purposes. Examples of large and small call centers include: student support centers, IT helpdesks, language translation services, appointment scheduling for medical clinics, customer support centers, ticket sales, etc.
 
Customers may require Enhanced Call Processing (ECP) or Interactive Voice Response (IVR) technologies to manage large volumes of calls or to provide informational recordings. These technologies are used by staff that may not have a personnel-based Call Center but need to manage large volume of calls effectively and efficiently.

 

Service Options: 
The components of a call center may include at least one or all of the following options:
  • Call Menu and Announcements
  • Intelligent Routing by Time of Day
  • Expert Agent - Distribution of calls based on staff expertise
  • Reporting/statistics - Using the Avaya Centervu call management system to deliver agent reports and call center responsiveness
  • Call Recording - Using the CXM Call Recording System to record calls for quality and training purposes.

Other technologies include:

  • Enhanced Call Processing (ECP) - provides the ability to transfer to a mailbox
  • Interactive Voice Response (IVR) - provides call routing based on pre-defined prompts and keeps statistics on call volumes.

 

Eligibility: 

UW faculty, UW staff, Harborview Medical Center, UW Physicians Network and Neighborhood Clinics, UW Medicine Neighborhood Clinics, Various off-campus locations in the Puget Sound area

How to Order: 
Email: help@uw.edu
Phone: 206-221-5000
Fax: 206-221-5001
Availability: 
Expert agent (skills-based call routing) is limited in its distribution based on your location and other factors. If you have questions concerning expert agent, please contact the UW Technology Service Center 206-221-5000.
Price: 
Rates effective July 1, 2013 for FY2014.
The fees charged varies by number of staff and the number features deployed. Fees are based on the components used and they may not include equipment replacement.
 
Avaya Centervu Call Reporting System
- On site reporting access: $42.15 per CMS Supervisor Client (monthly recurring charge)
- Centervu Reports Emailed to Call Center Manager: $3.80 per agent (monthly recurring charge).

Call Center Agent login-id
-- $3.80 per agent login-id (monthly recurring charge)
-- CXM Call Recording included
 
CXM Call Recording System (all prices include installation)
- Standard Monitoring Option
-- $130.50/User (one time charge)
-- $3.80 per non-Call Center Agent User (monthly recurring charge)
Enhanced Call Processing (ECP) and Interactive Voice Response (IVR)
-- $3.80 per virtual telephone number (monthly recurring charge)
 

 

Service Level Description: 
Although lead times may vary widely, a two-week lead time for requests for a small call center is required to set up the proper infrastructure. Avaya multi-button PBX service is required for the call center staff.
 
Enhanced Call Processing (ECP) and Interactive Voice Response (IVR) services vary widely, but 5-7 business days are required.

 

Support Information: 
UW Information Technology Service Center Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Email: help@uw.edu
Phone: 206-221-5000
Contact for More Information: 

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Fri, 2013-06-07
Keywords: 
<p>Simon Reader board, Call Recording, Call Reports and Statistics, Centervu, Hunt Group, CMX, Avaya, IVR, Interactive Voice Response, Enhanced Call Processing, ECP</p>

Server Co-Location/Data Center Services

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Your rating: None
Brief Service Description: 
Data center infrastructure and network connectivity
Service Description: 

Standard Server Co-Location services are currently available in the UW-IT data center offering data center infrastructure and network service in one of UW Information Technology's physically secure, environmentally controlled data center facilities. The customer manages all aspects of hardware and software. (If you prefer to have UW Information Technology manage the servers, you may be interested in Managed Server services instead.)

Service Options: 

The following options are available with the Standard service:

  • Full rack cabinet
  • Half rack cabinet
  • Local Shared Suite: Single Unit Hotel (UW-IT data center)
  • Public and/or private IP addresses
  • DHCP plus static IP addresses
  • Generator backup for systems meeting high availability criteria (see Service Level Description for details)

Additional Services: Some services may be added to this Server Co-Location Service for additional charges at prevailing rates. Please indicate your interest in these services on your Request Form.

Eligibility: 

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

UW Medicine & clinical departments should email UW Medicine IT Services at mcsos@uw.edu for service.

How to Order: 

Service details are contained in this catalog entry. When ready to order, first read and understand the policies and procedures listed under "Additional Information" below. Then fill in and submit the Request Form. You will be asked for details regarding your network and power requirements, budget number, etc.

For further questions and information:
Email: help@uw.edu
Phone: 206-221-5000

Availability: 

Secured access to the facility is available 24 hours a day, 7 days a week. Facility, power and network systems are monitored 24x7. Infrequent planned network and power outages will be pre-announced via email when required and kept to a minimum. Unplanned Data Center outages will be responded to by UW Information Technology staff, including after hours.

Price: 

Rates effective July 1, 2013 for FY2014.

Rates for Server Co-Location services apply to all UW Information Technology data centers and are reviewed on an annual basis. 

Set-up rate: $1045 per rack cabinet*

Monthly rate:

  • Half rack cabinet: $225.00
  • Full rack cabinet:  $375.00
  • Premium Half rack cabinet: $315.00
  • Premiunm Full rack cabinet: $525.00
  • Local (on campus) Shared Single Unit Hotel Suite: $22.85 per U (one rack unit)
    • Plus $200.00 Standard Installation fee plus $85/hr any additional "Hands & Eyes" services
    • Premium UW Medical Centers full rack cabinet: $800.00

(UW Medical Centers / Auxiliary rate includes electricity surcharge)

Charges will appear on the UW Information Technology online Services & Equipment bill.

* Additional set-up charges will apply if non-UW Information Technology resources are required for set up (e.g., electrical contractors, Sabey contractors). Additional set-up charges may also apply for complex custom network designs and implementations.

Additional Information: 

Important: All customers must comply with the following established policies and procedures listed below and found at http://depts.washington.edu/uwtscat/co-lo :

  • Local Shared Single Unit Hotel Suite Service limitations and restrictions
  • Data Centers and Mission Critical Facilities Operations Policy
  • Data Centers and Mission Critical Facilities Operations Procedure
  • Data Centers and Mission Critical Facilities Access and Physical Security Policy
  • Data Centers and Mission Critical Facilities Access and Physical Security Procedures


High-Level Overview of Roles and Responsibilities

 UW Information Technology:

  • Badges: Provide access badges to the data center, as requested by the customer.
  • Billing: Bill service charges to a UW budget number.
  • Maintenance: Provide facility maintenance.
  • Power: Provide power to server rack cabinet(s) for customer use.
  • Network: Provide, install, monitor, and maintain UW Information Technology EDGE switch(es) and router uplinks for customer use. Replace or repair UW Information Technology-provided equipment in the event of failure.
Customer:
  • Policies and Procedures: Adhere to all documented UW Information Technology data center policies and procedures listed above.
  • Technical & Billing Contacts: Provide UW Information Technology with current technical and billing contact information; update with personnel changes. 
  • Install/Support: Install and support all server hardware and software.
  • Network Disconnection: Customers may not disconnect uplinks (typically fiber) without prior approval from the Network Operations Center (NOC) at netops@uw.edu.  The NOC requires notification of any planned activity that will cause a network outage to the switch(es) that UW Information Technology manages within the cabinet.
  • Cabling: Provide cables from the switch ports to the servers. Adhere to procedures above regarding color coding.
  • Badges: Provide UW-IT badge information as requested on forms. Ensure proper procedures are followed under the Security Policy, including background checks.
  • Equipment Changes: Prior to adding or removing equipment from a co-location rack cabinet, contact UW Information Technology (help@uw.edu) to communicate estimated dates, power amounts, and equipment weight/load.
  • Power: Install equipment within cabinet power limits.
  • Budget Information: Provide a valid budget number for billing. 
  • Term: Provide 30-day notice to vacate cabinet or be billed for an additional month of service.  New charges will commence at the beginning of the month while discontinued services will stop at the end of a month.  Charges are based on a Cabinet Level Equivalent (CLE) for space, power and cooling limitations.
  • Report Outages: Contact UW Information Technology Data Center Strategy & Operations(DCSO) at dcso@uw.edu or 206-616-6360 to report facilities and/or power issues and outages.
Service Level Description: 

Initial queries are responded to within 2 business days. Network, power and environmental systems are monitored 24 hours a day, 7 days a week for disruptions. On-call staff are available for data center outage resolution.

Terms: Thirty (30) days notice via email to help@uw.edu is required for service termination. UW Information Technology will provide thirty (30) days notice for rate changes.  New charges will commence at the beginning of the month while discontinued services will stop at the end of a month.  Charges are based on a Cabinet Level Equivalent (CLE) for space, power and colloing usage.
 
The Standard service in the UW Tower data center includes:
 
Facility
  • A UW Information Technology-managed data center with proximity card-controlled access, a stable environment ASHRAE TIA-942 cooling for data centers at 99% of the time.
  • Use of full cabinets with 38 available U (Units; 1U = 1.75"), or half cabinets with 17 available U; 19" mounting width, 24" external width; depth may vary but 48" is current standard.
Power
  • A single 208 volt circuit. Amperage varies but 30 amps is typical. Plug type varies by amperage. An additional circuit for redundancy and dual corded equipment is optional.
  • 5, 6, or 10 Kilowatt maximum power draw per circuit, based on location (10KW in UW Tower).
  • Managed powerstrip(s).
  • Uninterruptable Power Supply (UPS) with a minimum 5-minute backup at full power (in UW Tower). 1 UPS provided with service. Additional UPS's may not be installed in cabinets.
  • Generator backup for customers who meet the following criteria:
    • Regulatory requirement
    • UW enterprise-wide, mission critical
    • Life safety
    • Back-up file server
    • Emergency response
    • Mirrored from a non-generator supported site
Network
  • Access to a 24-48 port network switch
  • 1 gigabit per second (1Gbs or GigE) uplinks
  • Separate subnet per customer
  • NOTE: only UW subnets are provisioned in UW Tower (no UW Medicine subnets)
Monitoring and Support
  • Network, power, and environment are monitored and supported 24x7.

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/riskmgmt/insure/EIS/uwtech/UTS/TSC/catalog/

Additional service details are located in the Policies and Procedures documents listed under "Additional Information" above.

 

Support Information: 

Technical or building access issues with existing service (e.g., loss of power or network connectivity to customer's equipment): Call UW Information Technology Data Center Strategy & Operations(DCSO) staff at 206-616-6360 (forwards to Operations staff after business hours) or email dcso@uw.edu.

General service questions and to request additional services: Call 206-221-5000 or email help@uw.edu with "Co-Location" in the subject line.

Billing questions or problems: Call 206-543-1997 or email help@uw.edu.

 

Contact for More Information: 

Email help@uw.edu (with "Co-Location" in the subject line) or call 206-221-5000.

Maintenance
Last Review Date: 
Mon, 2013-07-01
Keywords: 
<p>Co-Location, Data Center, Colo, Colocation, Collocation, Rack Space, co-lo</p>
Cost: 
<p><font color="#000000"><strong>Cost and Billing Details</strong> (<em>for internal use only</em>):</font></p> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">IMPORTANT: Labor must be allocated to correct&nbsp;Dynamics AX&nbsp;project codes. </font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">DCSO - 3598 (set up and support)</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">TSC -&nbsp;3598 (set up and support)</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">NS - 4069 Installation &amp; Provisioning; 4070 Maintenance</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">CI/Fiber - </font><font color="#000000">4069 Installation &amp; Provisioning; 4070 Maintenance</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">Blanket SO for UW Tower Data Center: 701421</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">Monthly rate&nbsp;calculation includes networking components including aggregate and edge switches, router port, existing fiber infrastructure, existing cabinet, existing power, powerstrips, and labor from DCSO, TSC, NS and CI (fiber).</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">Set-up rate includes labor from all Network Systems teams plus Fiber in Communications Infrastructure. The set-up rate <em>includes</em> some extra time for NS design and install for the occasional times required. If customer requirements are so complex that&nbsp;anticipated time&nbsp;reaches the threshold of an NS project (40 hours), then the request should flow through the NS Project Intake process for approval, resourcing, and proper accounting. </font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">Half rack cabinet rate was calculated&nbsp;at 60% of a full rack. </font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <font color="#000000">UW Medicine electricity surcharge calculated 50% for half rack.</font></div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> FORTUNE billing info:</div> <p class="ExternalClass4EA4F66839B24878BAF3D052851F58F2">TARIFF CODES:</p> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> <ul> <li> COLOHALF</li> <li> COLOFULL</li> <li> COLOHALFAX*</li> <li> COLOFULLAX*</li> </ul> </div> <p>FORTUNE DEPT code: 8888</p> <p>FORTUNE building #s:</p> <ul> <li> 0001- data center 4545 rm 40</li> <li> 0002- data&nbsp;center 4545 rm 37</li> <li> 0005- data center TierPoint</li> <li> 0006- data center UW Tower</li> </ul> <p>TN Manage: COLO</p> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> * The AUX rate includes the cost of electricity, and currently applies only to UW Medicine.</div> <div class="ExternalClass4EA4F66839B24878BAF3D052851F58F2"> &nbsp;</div> <p>&nbsp;</p>
Notes: 
<p>Requested Updates by Rich Stewart to remove Remote Shared Suite.&nbsp; 5/2/2013 - DL</p> <p>Requested updates by Greg Couch for CLE &amp; ASHREA Standards, also removed any mention of 3737 &amp; Sabey</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p><span id="part1">&nbsp;</span> <span id="part1">&nbsp; </span></p> <p>&nbsp;</p> <p>&nbsp;</p> <h3 class="ms-standardheader"> &nbsp;</h3> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp; &nbsp; <!-- FieldName="Notes" FieldInternalName="Notes1" FieldType="SPFieldNote" --></p> <div> <div class="ExternalClassEDE62E00370541C998D48D36FB39D1D4"> <div> <p>The standard way to refer to this service in print is Server Co-Location (versus colocation, collocation, colo, etc.)</p> <p>Service Manager: Jim Vane</p> <p>Service Owner: Pam Stewart</p> </div> </div> </div> <p>&nbsp;</p>

Standard Managed Servers

5
Your rating: None Average: 5 (1 vote)
Brief Service Description: 
Server hardware purchase, configuration, installation and ongoing support
Service Description: 
UW-IT currently manages over 300 standard managed 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 can often help develop a custom solution.

Regardless of the potential complexity of your server needs, please refer to the How To Order section below and use the form to submit a description of your request. 

Service Options: 
  • Server environment:
    • Virtual systems are our preferred solution, but physical systems also available
    • Located on-premise (UW-IT Data Center), in the cloud (Linode)
    • If a physical is required, Dell is the preferred manufacturer.  Systems are typically ordered with a 5 year warranty.
    • Server support options:
      • Nightly backups
      • Off-site backups and vaulting
      • High availability clusters
      • System monitoring
      • 24x7, business hours on-call system support
      • Security - confidential, restricted, or public data
      • Geographical redundancy (costs are customized)
      • Requisition, installation and renewal of certs
  • Operating Systems:
    • RHEL6 64bit, Windows 2008 R2, Windows 2012 R2
    • Level of support: none, patches only, scheduled maintenance
  • Application Software:
    • Account management: Local, UW NetID
    • Authentication: UWWI, Pubcookie, Shibboleth, Kerberos
    • Web servers:
      • IIS
      • Apache
    • Databases:
      • Microsoft SQL Server
      • MySQL
      • Oracle
      • PostgreSQL
    • Applications and Languages:
      • PHP
      • Tomcat
      • Samba
      • Request Tracker (RT)
      • Java
      • Python/Django
      • Ruby/Rails
      • node.js
      • Git
      • Mercurial
      • Subversion
    • Level of support: UW-IT manages, customer manages

 

Eligibility: 

UW faculty; UW staff; UW academic units; UW administrative units; UW affiliated organizations; Need an approved UW budget number

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: 
High availability is provided by using Virtual Machines running on server clusters, providing high up-time availability through fail-overs. 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.)

Rates are adjusted on an annual basis.

Below are some examples of pricing for Managed Servers in quantity 1.   Actual hours and charges can vary.  A Managed Server is typically provisioned in "units" or "slices" of virtual servers, called "High Availability Virtual Machines" (HA-VM).  Total Cost of Ownership (TCO) for Windows/VMWare solution is higher than a Linux/XenServer solution due to licensing costs and the cost of using enterprise storage and SAN infrastructure for shared storage.

  • Windows HA-VM "Slice" = 1 vCPU, 2GB RAM, 50GB disk - $58.56/month
  • Windows Basic VM "Slice" = 1 vCPU, 2GB RAM, 50GB disk - $18.84/month
  • Unix HA-VM "Slice" = 1 vCPU, 2GB RAM, 50GB disk - $22.00/month
  • Engineering time = $116.21/hour
  • Database admin time = $127.65/hour
  • MS Premium Support = $13.74/month

 

Windows Web Server:  IIS

One time setup charges 8 hrs:  design, build, and configure system ($929.68)
Monthly recurring charges: 1 HA VM Slice ($58.56)
  2 hrs system admin ($232.42)
  1 MS Premier Support ($13.74)

Windows Database Server:  MS SQL Server

One time setup charges: 8 hrs:  build and configure system ($929.68)
  8 hrs:  database admin ($1,021.20)
Monthly recurring charges: 2 HA VM Slices ($117.20)
  2 hrs:  system admin ($232.42)
  8 hrs:  database admin ($1,021.20)
  1 MS Premier Support ($13.74)

Unix Web Server:  Apache

One time setup charges: 8 hrs:  build and configure system ($929.68)
Monthly recurring charges: 1 HA VM Slice ($22.00)
  0.5 hrs:  system admin ($58.11)


Unix Database Server;  RedHat running MySQL

One time setup charges: 8 hrs:  build and configure system ($929.68)
  4 hrs:  database installation ($472.80)
Monthly recurring charges: 2 HA VM Slices ($44.00)
  1.5 hrs:  system admin & database system maintenance ($176.31)

 

Additional Information: 

For any additional information, including Frequently Asked Questions, 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:
  • 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
  • If physical hardware is required, UW-IT will additionally:
    • Arrange for the purchase and installation of all hardware
    • Tag server hardware with a generic asset tag and send all relevant paperwork to the customer
    • Provide necessary infrastructure, including:
      • Secured, climate controlled, data-center location
      • Server rack space
      • Electrical circuits
      • Network connectivity
The customer will:
  • 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 for custom applications
  • Provide any application-level monitoring for custom applications
  • 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
  • If a physical server is provided, the customer may wish to insure the equipment.  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/riskmgmt/insure/EIS

 

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: 
Wed, 2014-01-08
Keywords: 
<p>Standard Managed Server, Hosting, Unix, Linux, Windows, Hardware, Web Server, File Server, Database Server, Apache, IIS, MS SQL, MySQL, SQL, Postgres, PostgreSQL, PHP, Ruby, Ruby on Rails, Tomcat, authentication, shibboleth, pubcookie, account management, groups management, ESX, Perl, Red Hat, vmotion, VM, VMWare, Virtual Server, Shared Server, Oracle, Sybase, Informix, DB2, database, DB, MSSQL, Microsoft SQL,</p>
Notes: 
<div class="ExternalClass8A99C0EE396E4AEAA907BB471D7CB2D1"> <div> Service Owner: Brad Greer</div> <div> Service Manager: Rebecca Galloway</div> <div> 4/3/13:&nbsp; Added more pricing information in tables</div> </div> <p>&nbsp;</p>

Consulting

0
Your rating: None
Brief Service Description: 
Consulting on information technology (IT) services
Service Description: 

UW Information Technology provides a wide range of consulting services. 

Service Options: 
Consulting services include efforts such as:
  • Accessibility Consulting
  • Application Developer Consulting
  • Audio/Visual Systems and Videoconferencing Consulting
  • Business Continuity Consulting
  • Catalyst Tools Consulting
  • Communications infrastructure planning and design
  • Computer Network Security Incident Response
  • Data Center Facility Consulting
  • Developer Tools Support and Consulting
  • Distributed Systems Consulting Service Support
  • Educational Technology Consulting
  • Email access from desktop systems
  • Email Tools Consulting
  • Global support
  • Hyak
  • Identity and Access Management Consulting
  • MySQL Database Consulting
  • P2P support 
  • Research Team Consulting
  • Software configuration management
  • Software Consulting 
  • Statistical Package for the Social Sciences (SPSS) Installation
  • Telephone & Ethernet Support and Project Coordination
  • Unix System Engineering Design and Consulting
  • UW Digital Millennium Copyright Act complaint processing
  • Videoconferencing Consulting
  • Voice Application Support
  • Web Development Consulting for WWW & UA
  • Web Services Consulting
Eligibility: 

UW faculty, UW staff, UW students

How to Order: 

Email: help@uw.edu
Phone: 206-221-5000

Availability: 

Varies with the consulting engagement.

Price: 

Varies with the consulting engagement.

Service Level Description: 

Varies with the consulting engagement.

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

Email help@uw.edu or call 206-221-5000.

Maintenance
Last Review Date: 
Fri, 2013-06-07
Keywords: 
<p>Consulting, Business Continuity, Telephone, Ethernet, Software, Catalyst, Videoconference, Email, P2P, SPSS, Application Developer, Security</p>
Notes: 
<p>May need to consider some of the component items as services.</p> <p>2/15/12:&nbsp; Removed underlining from GetHelp URL</p> <p>6/10/13:&nbsp; No changes needed to rates for FY14.</p>