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 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.
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.
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 email@example.com.
<p>Updated on 4/30/13 to reflect minor changes due to conferencing system upgrade.<br />
Reviewed on 2-22-12 minor changes made. Additional changes expected when the rates are updated in June 2012.<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: 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>
Nebula customers may receive limited support from your Nebula support staff
Why This Service Is Being Retired
The decision to retire the Smartphone Support service was reached through a partnership with and recommendation by the IT Service Management Board, one of three University-wide information technology (IT) governance boards that provide advice on IT strategy, services and priorities. This change is in keeping with UW-IT’s mission to provide technology services in line with the University’s priorities.
Please send email to firstname.lastname@example.org if you have any other questions.
A Pager Service Decentralization Project is underway. The project goal is decentralize administrative control for pager service to the departments that use them. This guidance was received by UW-IT from the IT SErvice Management Board (an IT Governance Group with membership from campus)
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.
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
<p>2/16/12: Fixed Get Help link</p>
<p>2/29/12: Changed number of pager characters in service description.</p>
<p>6/26/13: Updated rates.</p>
<p>9/6/13: Updated service representative.</p>
<p>08/28/14: Updated service manager and pricing - MM</p>
Manage inbound and outbound calls efficiently using telephone and other technologies
Rates for this service are for FY15
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.
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 or during weekends or holidays
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) - Primarily provides the ability to distribute callers to voicemail boxes based on a recorded menu list. ECP mailboxes can also be designed for other call processing functions if required.
Interactive Voice Response (IVR) - provides call routing based on pre-defined prompts and keeps statistics on call volumes. This service can also provide alternate call routing based on time-of-day or weekend and holiday schedules.
Customers may require Enhanced Call Processing (ECP) voice mail 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 a large volume of calls effectively and efficiently.
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
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.
Rates effective July 1, 2014 for FY2015
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/recorded extension (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 typically required for setup.
UW Information Technology Service Center Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Data center infrastructure and network connectivity
Rates for this service are for FY15
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.)
The following options are available with the Standard service:
Full 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.
UW Medicine & clinical departments should email UW Medicine IT Services at email@example.com 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 theRequest Form. You will be asked for details regarding your network and power requirements, budget number, etc.
For further questions and information:
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.
Rates effective July 1, 2014 for FY2015.
Rates for Data Center Services (DCS) apply to all UW Information Technology data centers and are reviewed on an annual basis.
Installation and Set-up rate: $1,149.50 per rack cabinet*
Basic Service Full rack cabinet: $412.50
Premium Service Full rack cabinet: $577.50
Local (on campus) Shared Single Unit Hotel Suite: $25.14 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: $880.00
(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, TierPoint contractors). Additional set-up charges may also apply for complex custom network designs and implementations.
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.
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 firstname.lastname@example.org. 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 (email@example.com) 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 firstname.lastname@example.org 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 email@example.com 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:
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"), 19" mounting width, 24" external width; depth may vary but 48" is current standard.
A single 208 volt circuit. Amperage varies but 30 amps is typical. Plug type varies by amperage.
5, 6, or 10 Kilowatt maximum power draw per circuit, based on location (10KW in UW Tower).
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:
UW enterprise-wide, mission critical
Back-up file server
Mirrored from a non-generator supported site
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.
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 firstname.lastname@example.org.
General service questions and to request additional services: Call 206-221-5000 or email email@example.com with "Co-Location" in the subject line.
Billing questions or problems: Call 206-543-1997 or email firstname.lastname@example.org.
Contact for More Information:
Email email@example.com (with "Co-Location" in the subject line) or call 206-221-5000.
<p>Co-Location, Data Center, Colo, Colocation, Collocation, Rack Space, co-lo</p>
<p><font color="#000000"><strong>Cost and Billing Details</strong> (<em>for internal use only</em>):</font></p>
<font color="#000000">IMPORTANT: Labor must be allocated to correct Dynamics AX project codes. </font></div>
<font color="#000000">DCSO - 3598 (set up and support)</font></div>
<font color="#000000">TSC - 3598 (set up and support)</font></div>
<font color="#000000">NS - 4069 Installation & Provisioning; 4070 Maintenance</font></div>
<font color="#000000">CI/Fiber - </font><font color="#000000">4069 Installation & Provisioning; 4070 Maintenance</font></div>
<font color="#000000">Blanket SO for UW Tower Data Center: 701421</font></div>
<font color="#000000">Monthly rate 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>
<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 anticipated time 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>
<font color="#000000">Half rack cabinet rate was calculated at 60% of a full rack. </font></div>
<font color="#000000">UW Medicine electricity surcharge calculated 50% for half rack.</font></div>
FORTUNE billing info:</div>
<p class="ExternalClass4EA4F66839B24878BAF3D052851F58F2">TARIFF CODES:</p>
<p>FORTUNE DEPT code: 8888</p>
<p>FORTUNE building #s:</p>
0001- data center 4545 rm 40</li>
0002- data center 4545 rm 37</li>
0005- data center TierPoint</li>
0006- data center UW Tower</li>
<p>TN Manage: COLO</p>
* The AUX rate includes the cost of electricity, and currently applies only to UW Medicine.</div>
<p>Requested Updates by Rich Stewart to remove Remote Shared Suite. 5/2/2013 - DL</p>
<p>Requested updates by Greg Couch for CLE & ASHREA Standards, also removed any mention of 3737 & Sabey</p>
<p>06/25/14 - Fixed typo in "Price" section</p>
<p>07/16/14 - Updated pricing a little using FY15 rate card -MM</p>
<p><span id="part1"> </span> <span id="part1"> </span></p>
<p> <!-- FieldName="Notes"
<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>
Server hardware purchase, configuration, installation and ongoing support
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.
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.
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 server is required, Dell is the preferred manufacturer. Systems are typically ordered with a 5 year warranty
Support options, default:
Off-site backups and vaulting
business hours system support
Security - confidential, restricted, or public data
Service options, by request:
High availability (HA) clusters
24x7 on-call system support
Geographical redundancy (costs are customized)
Requisition, installation and renewal of certs
RHEL6 64bit, Windows 2008 R2, Windows 2012 R2
Level of support: none, patches only, scheduled maintenance
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:
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.
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. Servers which are similar to an existing server may have lower set-up and monthly maintenance charges. 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
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
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
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:
<p>May need to consider some of the component items as services.</p>
<p>2/15/12: Removed underlining from GetHelp URL</p>
<p>6/10/13: No changes needed to rates for FY14.</p>
<p>07/09/14: No changes needed to rates for FY15 -MM</p>