UW Information Technology Service Catalog

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

Self-Sustaining

Virtual Email Domain

0
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Brief Service Description: 
Forward email from all addresses at your domain to addresses at another domain
Service Description: 

The Virtual Email Domain Service is offered by UW Information Technology to UW units that need to have their own email domain without having to operate their own email systems. The service allows a mapping of email addresses such that email to <user>@domain and <list>@domain will be routed onwards.

UW Information Technology maintains the servers that route the mail, but the unit must provide the technical expertise to maintain email routing configuration files.

Obtaining (registering and maintaining) the domain name is the unit's responsibility. (Contact help@uw.edu for information and assistance in registering a washington.edu domain.)

Service Options: 

None at this time

Eligibility: 

UW academic units, UW administrative units, UW affiliated organizations

How to Order: 

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

Availability: 
After service initiation and setup, redundant servers (deployed in separate data centers) provide 24 hours a day, 7 days a week domain aliases and forwarding services. Access for unit staff to maintain their configuration files is also available 24 hours a day, 7 days a week.
Price: 

Rates effective July 1, 2014 for FY2015.

  • One-time setup fee: $116.40
  • Monthly service charge: $25
Additional Information: 

Email forwarding is provided for individuals and distribution lists. Forwarding destinations need not be to UW, and addresses need not match UW NetIDs. Spam and virus protection is not included.

Service Level Description: 

Virtual Email Domain service is an always available service with minimal downtime.

Systems are monitored 24 hours a day, 7 days a week for disruptions, and on-call staff are available for outage resolution. UW Information Technology system administrators will manage and resolve any email reliability problems arising from third party greylisting, blacklisting, other anti-spam measures, or relay operations.

Standard Internet email protocols are supported. Total message size limits are 60 million bytes maximum.

Support Information: 

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

Contact for More Information: 

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

Maintenance
Last Review Date: 
Sat, 2015-05-02
Keywords: 
<p>email, domain, email alias, email domain, managed email, forwarding, subdomain, vanity</p>

Data Backups and Archives

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Brief Service Description: 
Centralized data backup management
Service Description: 

UW Information Technology provides a data backup service for network-connected workstations and servers. It is appropriate for cases in which the user requires incremental backups of daily changes to protect against the loss or corruption of individual files. It may also serve as one component in a data disaster recovery plan. Other use cases are supported as described below in the Additional Information section of this page.

Among the features of the service:

  • Microsoft Windows, Apple OS X, Linux and UNIX clients are available
  • Customers install and configure client-side software
  • Customers configure directories to backup
  • Customers perform file restores at will
  • Backups performed daily
  • Daily email notification of any failures or other errors
  • Most recent version of all files stored indefinitely until file is deleted from the host drive
  • Up to 6 previous versions are retained for 45 days
  • Deleted files are preserved for 60 days
  • Two copies of all files are preserved, each in a separate data center, each in a different seismic zone
  • Encrypted backups are a user-defined option
Service Options: 

Up to 10TB of data and/or up to 10 million files may be backed up per customer.  Larger amounts are possible with an engineering discussion.

Data encryption is available as a user-defined option and its use is encouraged for customers with sensitive data.

Eligibility: 

UW faculty, UW staff, UW affiliated organizations

How to Order: 

Online request form: netman.cac.washington.edu/webforms/tsm

A UW-IT representative will contact you to follow up with details.

Availability: 

The system is designed to be available 24x7x365 with minimal downtime.  New allocations of less than 10TB are usually available immediately; larger purchases typically require several weeks lead time.

Maintenance windows are scheduled from 12:00pm to 5:00pm on the 3rd Thursday of every month. Quarterly maintenance windows will last from 9:00 a.m. to 9:00 a.m. the following morning. The backup service may be unavailable during these windows.

Planned maintenance that may result in downtime will be announced 24 hours in advance.

Price: 

Rates effective July 1, 2014 for FY2015

$0.06/GB/month.

Billing for the Data Backup service is calculated using the average daily data quantity, per GB, stored on tape during the month. This includes the active (current) versions of all files included in backup, plus up to 6 inactive (previous) versions. The redundant offsite copy of your data is free of charge.

Your monthly billing amount is determined by recording your total GB stored once each day. On the 1st of the month, we average those values from the preceding month, and multiply the rate ($0.06) by that average.

Additional Information: 

Backup Service User Documentation is also available.

UW-IT’s Archive service [depts.washington.edu/uwtscat/archivestorage]. Pairing the Backup Service with an Archive provides an opportunity to reduce costs on data protection.

Standard files and databases, including Microsoft Exchange, are supported.

Service Level Description: 

UW-IT Backup Service support typically responds to problem reports in one to four hours during business hours; critical problem response can be escalated via help@uw.edu, (206) 221-5000. Planned maintenance windows are published (8 hours during business hours on the 3rd Thursday of every month) and planned downtime is announced 24 hours in advance.

Support Information: 

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

Contact for More Information: 

Email help@uw.edu (include the service name "BACKUP" in the subject line) or call 206-221-5000.

Maintenance
Last Review Date: 
Sun, 2015-04-26
Keywords: 
<p>IBM, Tivoli, TSM, IBM Tivoli Storage Manager, backups, data backups, HPSS, High Performance Storage System, online tape library, off-site tape storage, Tape Storage, Iron Mountain, Offsite, vaulting, archive</p>
Notes: 
<p><strong>The Dept of BioChem</strong> (HHMI) is at least one external to UWIT customer subscribed to the Online Tape Library/Tape Storage Service. Charges for this customer were negotiated in 2002 in an MOU (PCA # 001421) located on the B&amp;F Service Agreement Wiki.</p> <p>Phase 1 Data Backup, Archival, and Tape Storage Service Descriptions: wiki.cac.washington.edu/display/CE/Data+Backup+Process<br /> 02/16/12: Fixed Email Help Form link<br /> 04/26/13: Added TSM customer letter and FAQ with information about service changes coming July 1, 2013.<br /> 06/21/13: Prepped price changes.<br /> 06/27/13: added URL for online UI to request service<br /> 07/14/14: Updated announcement that rates were for FY15 - MM<br /> 04/26/15: Cleaned html - geodean</p>

Standard Managed Servers

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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: 
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 environment:
    • Virtual systems are our preferred solution, but physical systems also available 
    • Located on-premise (UW-IT Data Center), in the cloud  
    • If a physical server is required, Dell is the preferred manufacturer. Systems are typically ordered with a 5 year warranty 
    • Support options, default:
      • Nightly back-ups
      • Off-site backups and vaulting  
      • System monitoring
      • 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 
  • 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. 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
  • Unix HA-VM “Slice” = 1 vCPU, 2GB RAM, 50GB disk = $22/month
  • Engineering time = $116.21/hour
  • Database admin time = $127.65/hour
  • MS Premier 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, please view our web site at:
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.

 

Maintenance
Last Review Date: 
Wed, 2014-11-05
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> 9/18/14 Made changes per REQ0043607 - LH</div> <div> 10/5/2014 Made change per REQ0069549</div> </div> <p>&nbsp;</p>

Wired Network Services

0
Your rating: None
Brief Service Description: 
Wired network connectivity
Service Description: 

Wired Network Services are available for 'on campus' and 'off campus' locations.

  • On Campus: Wired Network Services are delivered via an extensive physical network infrastructure deployed throughout the UW campus. Typically, departments access this service by plugging their network devices into an activated data wallport within their building. Basic service includes full research and commercial Internet connectivity via data wallport connections at speeds of 10/100/1000Megabits per second. (1000Mbps is not available in some portions of campus.)
  • Off Campus: UW-IT partners with the Real Estate Office to provide phone and data services for new off-campus locations. Contact the Real Estate Office directly by emailing uwreo@uw.edu with "Attention Tenant Services Manager" in the subject line. Other off-campus groups may contact UW-IT directly at help@uw.edu for provisioning solutions and costs.
  • Additional network services are available to supplement the Basic Services.
  • Customers must abide by UW Acceptable Use Policy.

For a description of Wireless Network Services and cellular networks see Wi-Fi Wireless Services

Basic Services Components:

  • Wired Network Internet Service: Connections to UW-IT provisioned data wallports support wired network access to UW campus, Internet, and various research networks; 10/100/1000 Mbps data speed options are available to the wallport as building wiring permits. Basic rate includes up to 2 ports per capita. Total bandwidth available to a building is based on aggregate usage, with a minimum of 1Gbps per building.
  • Centralized Redundant Router Connectivity: All campus network connections aggregate at central routing centers. Within these routing centers, network equipment supporting connections to campus buildings is dually connected to the campus network core routers providing routing redundancy via Virtual Router Redundancy Protocol (VRRP).
  • Address Assignments: Static or DHCP address assignments within UW-IT managed IPv4 address space are available - address allocations are based on demonstrated need.
  • IPV6 Addresses: IPv6 address allocations are available within UW-IT managed IPv6 address space. Addresses may be statically assigned or assigned via Stateless Address Autoconfiguration (“SLAAC”)
  • Domain Names: Register domain names under washington.edu and uw.edu.
  • DNS: Domain Name Service (“DNS”) name reservation for using UW domain names under washington.edu and uw.edu.
  • Security: UW’s centralized Intrusion Prevention System (IPS) aids in protecting UW’s network accessible resources.
  • Local Network Addresses: Local UW campus network addresses used with Network Address Translation (NAT) for off-campus access allows full network functionality while efficiently managing scarce ipv4 addresses.
  • Monitoring: UW-IT’s Network Operation Center provides 24x7x365 monitoring of UW-IT owned network equipment; in addition to business hour support, on-call engineering staff are available for off-hours emergencies.
  • Standard Infrastructure Equipment Refresh: UW-IT regularly and systematically replaces and, as required, upgrades aging central network infrastructure with a goal of consistently providing reliable and effective services.
Service Options: 

Enhanced Service Options:

  • End-User/Department Driven Upgrades: For network infrastructure required beyond the basic service provided by UW-IT (e.g., additional dataports, expanded Wireless Network access, additional switches), UW-IT can design, quote, install, and operate these upgraded services while assuring consistency with UW-IT network standards.
  • Managed Firewall: Use UW Managed Firewall (subnet level) washington.edu/itconnect/connect/uw-networks/firewall
  • External Domain Name: Acquire and use external domain name registrations that are not under washington.edu or uw.edu.
  • Wake on LAN: With prior review from UW-IT Network Engineering, UW-IT will route Wake on LAN (WoL) packets across multiple subnets.
  • Power over Ethernet (PoE): Select devices (class 1, 2, or 3 or under 18.6 Watts) may connect to the UW-IT network to receive both power and data network service. Due to infrastructure limitations, this service is not available in all locations.
  • High-performance and reliability Network solutions: Engage UW-IT for solutions engineered using UW-IT supported operational models.
  • Custom Solutions: Engage UW-IT for solutions engineered to meet your needs.
  • Off-Campus Locations & UW Wired Network Connections: Obtain UW network service for off campus locations. Connection options and costs are dependent on location. Advanced planning with the UW Real Estate Office and UW-IT is strongly recommended as some solutions may take several months to install. UW-IT partners with the Real Estate Office to provide phone and data services for new off-campus locations. The Real Estate Office will help fill out the online Request Form (see “How to Order” below) for most new locations. To contact the Real Estate Office directly, please email uwreo@uw.edu with "Attention Tenant Services Manager" in the subject line. For locations not served by the Real Estate Office, the form may be filled out directly, and they will receive a copy.
Eligibility: 

UW faculty; UW staff; UW students; UW students in residence halls; UW researchers; UW clinicians; UW academic units; UW administrative units; Harborview Medical Center; UW Medicine, University of Washington Medical Center; UW Physicians Network; UW Medicine Neighborhood Clinics.  Some services must be ordered with a UW Budget number.

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

How to Order: 

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Online Help Form: washington.edu/itconnect/help
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: 24x7, 7 days a week

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

For off-campus services, please complete this Request Form - log in using this format:

  • Login: NetID\yourNetID
  • Password: yourNetID password
Availability: 

UW’s Wired network services design strives to provide services 24 hours a day, 7 days a week except for planned maintenance, upgrades, and outages. The system has multiple levels of redundancy to minimize disruptions due to equipment problems.

Price: 

Basic services included in the Technology Recharge Fee.

  • For departments/services covered by the Technology Recharge Fee, there is no per port monthly charge however there is a one-time $137 per port installation charge.
  • For departments/services not covered by the Technology Recharge fee, there is a $15.73 per port monthly charge and a one-time $137 per port installation charge.
  • Rates do not include any applicable facilities charges.  Customers are responsible for any charges incurred when pulling new wire for ethernet connections. Facilities work will also extend the timeframe for service delivery. Estimates for both the charges and the timeframe will be provided for customer’s approval before service orders are placed.

Self-Sustaining rates effective July 1, 2014 for FY2015.

  • $137 per port installation charge. Rate does not include any applicable facilities charges. Customers are responsible for any charges incurred when pulling new wire for ethernet connections. Facilities work will also extend the timeframe for service delivery. Estimates for both the charges and the timeframe will be provided for customer’s approval before service orders are placed.
  • Managed Firewall (subnet level) washington.edu/itconnect/connect/uw-networks/firewall
    • $657.12 one-time installation fee
    • There is no monthly recurring fee for this service
  • Power over Ethernet (PoE) is an additional $137 per port. Due to infrastructure limitations, this service is not available in all locations.
  • Domain name reservations external to washington.edu
    • Variable rate
  • High-performance/reliability networks
    • Variable rate based on design
    • VRRP between central routing centers: approximate costs are between $2181 (1Gigabit Ethernet) and $11,500 (10 Gigabit Ethernet) for a one-time fee; there is no monthly recurring charge.
  • Subnet VPN (Virtual Private Network)
    • $299.48 Monthly per VPN
  • Wake on LAN. Standard configuration is offered at no charge.  Customized solutions available at prevailing hourly rates.
  • Custom engineering consulting and designs available at prevailing hourly rates.
  • Communication Infrastructure
    • A site evaluation is required for estimates - costs and service delivery timing can vary widely depending on the location and services needed.
      • Telecommunications Closet/Room: Average is $10,000+ per telecommunications closet/room/IDF.
      • Cabling: Average is $175 per cable run (for 150 ft. cable). The standard is 3 cables per outlet for a total of $525 per outlet.
  • Off Campus Connectivity Solutions. Cost varies by location and solution.
Service Level Description: 

Service is available 24 hours a day, 7 days a week, with the exception of upgrades, maintenance, and outages. Off campus service availability also depends on external service providers, and is generally available 24 hours a day, 7 days a week. Service is monitored for interruptions and outage resolution 24x7.

Ethernet Ports - installations, moves, adds or changes: 7-10 business days.

Support Information: 

To request service or report service outages/problems: email: help@uw.edu or call 206-221-5000.

Contact for More Information: 

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

Maintenance
Last Review Date: 
Sat, 2015-05-02
Keywords: 
<p>Internet, Ethernet, wifi, wireless, firewall, Gibraltar, FWSM, Tipping Point, IPS, IDS, p172, DNS, DHCP, IP, TCP/IP, MetroE, ET, Domain name, Network Solutions, Registrar, monitoring, Vpn, Firewall, Port</p>
Notes: 
<p>Network Operations works with Customer Services to complete domain registration requests when URL forwarding or masking is requested.<br /> 02/16/12: Fixed Get Help link<br /> 06/20/12: Updated to FY13 rates<br /> 07/25/12: Added information for IPv6<br /> 02/11/13: Revised to be Wired Network Services (was UW Network Connectivity). Wi-fi entry also added 2/11/13 to complement the Wired Network Services entry.<br /> 04/12/13: WoL temporarily unavailable. Updated eligibility list for Medicine customers.<br /> 06/26/13: Added second link for temporary firewall unavailabilty<br /> 06/28/13: Updated rates and used Core rate for WoL pricing<br /> 07/18/13: Removed underlining from URLs; standardizing fonts will take more time. Saving but not publishing at this time, 08:26.<br /> 07/18/13: Changed firewall references to https://www.washington.edu/itconnect/connect/uw-networks/firewall/<br /> 08/13/13: Updated information for firewall service and charges<br /> 08/16/13: Update WoL pricing<br /> 09/20/13: Attached p172 and RFC1918 documents. Adjusted Basic Networking services section and Additional Information section.<br /> 12/09/13: Added text in Service Level Description denoting installation delays due to heavy volume.<br /> 12/23/13: Installation delays are now 11 days out but expected to return to normal on 12/27.<br /> 12/27/13: Removed extended service delivery time.<br /> 07/10/14: Updated as per annual update process - MM<br /> 07/15/14: Got finalized rate information and updated - MM<br /> 07/20/14: Updated FY15 text per REQ0002445 - GD<br /> 07/28/14: Remove the statement &quot;Note: A of Decemer 1, 2013, we are currently experiencing a large volum of requests. Service request are curenly scheduling 14-19 business days out. This note wil be updated as the status chage.&quot;<br /> 07/30/14: Updated description, service options, pricing etc. &nbsp;per Jan&#39;s email note dated 7/29/14 -- LH<br /> 10/14/14: Updated Service Option to include PoE Per Jan&#39;s email dated 10/13/14 -- LH<br /> 05/02/15: html cleanup -- geodean </p>

Off-Campus Communications Services

0
Your rating: None
Brief Service Description: 
Provides phone and data connectivity for off-campus locations
Service Description: 

Off-Campus Communications Services allows groups that are physically located off campus to be connected to the UW phone and data networks. UW-IT can provide desktop phone service that provides 5-digit dialing to other UW numbers, as well as the Regional Calling Service that allows local dialing to most locations from Bellingham to Olympia (for more information see http://www.uw.edu/itconnect/phones/longdistance.html#rcs). In addition, customers can choose to be connected to the UW data network at various speeds using a UW-installed wired, wireless or combined connection. 

 

Service Options: 
Availability of Connectivity Options are dependent on the sites location.
High speed options can be costly and can require 6-18 months to arrange.  Advanced planning with the Real Estate Office and UW-IT is strongly recommended.  
 
Communication Infrastructure
This includes cabling and telecommunication room(s). Site evaluations will determine requirements, options, and cost estimates and are often coordinated with the help of the Real Estate Office and the building's owner/manager. 
 
Desktop Telephone Service
UW-IT telephone service features available on campus are also available off campus, with a few exceptions for locations outside of the Puget Sound area. Please see the detailed description for Telephone services.
 
Wired Ethernet Service
This allows for connectivity between workstations at the off-campus location at speeds up to 1Gbps. Wired Ethernet Service features available on campus are also available off campus. Please see the detailed description for WiredNetwork services.  
 
Wi-Fi Service 
This allows for connectivity between workstations at the off-campus location using 802.11a/b/g/n wireless technology. Please read the detailed UW Wi-Fi Wireless Sevices.
 
Other
Sites may optionally be furnished with the following services as needed: 
  • UW-IT managed subnet-level firewall. 
  • A redundant router connection via Virtual Router Redundancy Protocol (VRRP) for high availability. 
  • In addition, if the site cannot connect directly to the UW network, an IPsec VPN can extend UW data network connectivity through a secondary Internet Service Provider. UW telephone, wired, and Wi-Fi services may not be available with this connectivity option.   
 

 

Eligibility: 

UW academic units; UW administrative units. UW Medicine and clinical departments should email UW Medicine IT Services at mcsos@uw.edu for service.

How to Order: 

If you already have UW-IT phone and data services at an off-campus location and need to add, disconnect, or change the service:

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

 

UW-IT partners with the Real Estate Office to provide phone and data services for new off-campus locations. The Real Estate will help fill out the form below for most new locations. To contact the Real Estate Office directly, please email uwreo@uw.edu with "Attention Tenant Services Manager" in the subject line.

For locations not served by the Real Estate Office, the form may be filled out directly, and they will receive a copy.

When filling out this SharePoint Request Form, please log in using this format:

  • Login: NetID\yourNetID
  • Password: yourNetID password

 

Availability: 

Off-campus connectivity and troubleshooting is available 24 hours a day, 7 days a week. Response time during off-hours may be slower due to decreased off-hours staffing levels.

Price: 

Rates effective July 1, 2014 for FY2015

A site evaluation is required for estimates because costs can vary widely depending on the location and services needed. Advanced planning with the Real Estate Office and UW-IT is strongly recommended.  
 
  • Telecommunications Closet/Room: Average is $10,000+ per telecommunications closet/room/IDF. 
  • Cabling: Average is $175 per cable run (for 150 ft. cable). The standard is 3 cables per outlet for a total of $525 per outlet. 
 
Desktop Telephone Service
Please see rate information here. Depending on the service address and the number of telephone lines, additional mileage charges may apply. An estimate will be provided once a service address is confirmed and evaluated.
 
Wired Ethernet Service
 
Wi-Fi Service 
Costs can vary from $800 - $250,000 depending on approximate square footage, number of access points, and number of "general purpose" Wi-Fi users. 
 
Subnet ipSec Virtual Public Network (VPN)
Charges from a secondary Internet Service Provider (ISP) are arranged between the customer and the ISP. The following UW-IT charges also apply:
 
 
  • Installation Charge: Three hours of Network Engineering @ $120.50 per hour
  • Monthly Charge: $299.48
  • Monthly Charge for Out of Band Modem Line: $40.49
 
 
Additional Information: 

Requires a valid UW budget number.

Service Level Description: 

Service is dependent on external service providers, and is generally available 24 hours a day, 7 days a week. Service is monitored by the UW Information Technology Network Operations Center. Response time during off-hours may be slower due to decreased off-hours staffing levels.

 

Support Information: 
Email: help@uw.edu

Phone: 206-221-5000
Business Hours: http://uw.edu/itconnect/gethelp.html

 

Contact for More Information: 

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

Maintenance
Last Review Date: 
Thu, 2014-07-17
Keywords: 
<div> DS1, T1, Dark Fiber, Off-campus, Ethernet, DRKFBRPR, point-to-point, VPN, Mbps, Bandwidth, QMOE, Qwest, connectivity, modem, speed</div>
Notes: 
<div> <div> We need to confirm what locations we can provide all telecom features</div> <div> &nbsp;</div> <div> We will offering sometime in the future a Fax to Email gateway that allows for sending and receiving faxes right from your PC.&nbsp;</div> <div> &nbsp;</div> <p>Subnet VPN may also be referred to as the Campus Network VPN.</p> <p>The following information is linked from REO&rsquo;s FAQ page and still includes pricing information: <a href="http://www.washington.edu/itconnect/phones/policies.html#reloc"><u>http://www.washington.edu/itconnect/phones/policies.html#reloc</u></a>, <a href="http://www.washington.edu/itconnect/phones/graphics/data.pdf"><u>http://www.washington.edu/itconnect/phones/graphics/data.pdf</u></a>.&nbsp;</p> <div> We need to confirm what locations we can provide all telecom features</div> <div> We will offering sometime in the future a Fax to Email gateway that allows for sending and receiving faxes right from your PC.<span class="Apple-converted-space">&nbsp;</span></div> <div> &nbsp;</div> <div> 3/28/13:&nbsp; Per Mary Hoverson&#39;s request, RT 1817115, I changed references from &quot;UW Real Estate Office&quot; to &quot;Real Estate Office&quot;.</div> <div> 6/7/13:&nbsp; Fixed broken link to UW Wired Network Services.</div> <div> 6/10/13:&nbsp; Fixed another instance of broken link to UW Wired Network Services.</div> </div> <p><br /> 6/26/13:&nbsp; Added link to information on firewall being temporarily unavailable.</p> <p>7/12/13:&nbsp; Fixed help form URL</p> <p>3/17/14 - Updated email address for contact to help@uw.edu as per single point of contact project/removed other contact information</p> <p>7/15/14 - Updated entry based on REQ0002453</p> <p>7/17/14 - &nbsp;Per Charles change mile pricing from $26.88 to Varies. LH</p> <p>7/17/14 - Per Michelle add &quot;<strong>Rates effective July 1, 2014 for FY2015&quot;</strong></p>

Version Control

0
Your rating: None
Brief Service Description: 
Subversion, an open source version control system for software developers
Service Description: 

Version control for software developers. UW Information Technology uses Subversion (SVN), an open-source version control system with a wide variety of free clients (including Unix, Mac, and Windows). Subversion manages files and directories over time and can access its repository across networks. This allows it to be used by people on different computers. Backup of files and directories is included.

Eligibility: 

UW faculty, UW staff, UW affiliated organizations

How to Order: 

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

Availability: 

Available 24 hours a day, 7 days a week except for planned maintenance. Service is available from any UW location.

Price: 

Rate effective July 1, 2014 for FY2015.

One-time setup fee: $262.66
Monthly recurring charge: $65.00

Service Level Description: 

Customer requests will be acknowledged within 2 business days.

Support Information: 

Support is available 8:00 a.m. – 5:00 p.m., Monday – Friday.
Requests for support should be sent to the UW Information Technology Service Center; this also includes support for new and changed requests.

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

Contact for More Information: 

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

Maintenance
Last Review Date: 
Sat, 2015-05-02
Keywords: 
<p>subversion, source version control, SVN, version control</p>
Cost: 
<p>Rates are based on FY2011 DS hourly rates of $131.33 per hour.</p>
Notes: 
<p>https://www.washington.edu/cactools/services/view.php?id=29</p> <p>6/11/13:&nbsp; Updated reviewed date; no rate change for FY2014 so I published this version.</p> <p>07/16/14: Updated FY15 rates and service manager -MM</p> <p>07/16/14: cleanup html -gcd</p>

UW Exchange Local

0
Your rating: None
Brief Service Description: 
Integrated services for email, calendaring, and contact and task management
Service Description: 

UW Exchange Local provides integrated services for email, calendaring, contact management, directory services (Global Address List), and task management.  

Users of UW Exchange Local can send and receive email, schedule meetings with other UW Exchange Local users, reserve resource calendars, manage personal contacts, and manage personal tasks, all with one client program. UW Exchange Local also provides collaboration features, including the ability to share email folders, calendars, contacts, and tasks with other users.

Exchange ActiveSync synchronization is available for many Smartphone/mobile devices (e.g. iPhone, Android, Windows Mobile, etc.). BlackBerry synchronization is provided via dedicated BlackBerry Enterprise Server.

UW Exchange Local is provided to customers under the assumption that:

  • Departments will provide any required client hardware and software, necessary for their users to utilize UW Exchange Local.
  • Departmental technical staff will provide end user migration and technical support. (Support inquiries from end users should be directed to the designated departmental support organization for UW Exchange Local.)
  • Departmental technical staff and UW Information Technology Service Center staff will cooperate to resolve issues in the most expeditious manner possible.

 

Eligibility: 

UW faculty, UW staff

How to Order: 

Contact your departmental computing support staff.  

If you do not know who that is, send email to help@uw.edu or call 206-221-5000.

Availability: 

Available 24 hours a day, 7 days a week, with scheduled maintenance between 11:00 p.m. Wednesday and 3:00 a.m. Thursday each week. Periodically, there are planned outages during this maintenance window.

While every effort has been made to limit downtime of UW Exchange Local, unplanned events may result in unexpected service outages. UW Exchange Local is designed with two recovery targets and maintains recovery procedures to limit the duration required for each restoration as noted below:

  • Service Restoration (in which the ability to send and receive mail is restored) for most scenarios is limited to 48 hours or less.
  • Content Restoration (in which mailbox content is restored to the state of the last successful backup prior to the disruption) for most scenarios will not exceed two (2) weeks.

 

Price: 

Rates effective July 1, 2013 for FY2014.

A standard user mailbox is $8 per month.  

A resource account mailbox (such as a conference room) is $3 per month.

Additional Information: 

For details about UW Exchange Local, see
http://uw.edu/computing/uwexchange

To participate in a support community around UW Exchange Local, see https://sharepoint.washington.edu/uwexchange

Service Level Description: 

Standard mailbox includes 2GB of storage space per user account. Maximum message size is 60 megabytes.

UW Exchange Local is targeted as an always available service with minimal downtime. 

Systems are monitored 24 hours a day, 7 days a week  for disruptions. On-call staff are available for outage resolution.

Support Information: 

Users should contact departmental technical support staff for help with UW Exchange Local.

If support inquiries require escalation, questions should be sent from departmental contacts to the UW Information Technology 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

Some support inquiries will require referral from the UW Information Technology Service Center to staff who are available only during UW business hours (8:00 a.m. - 5:00 p.m., Monday - Friday).

Contact for More Information: 

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

Maintenance
Last Review Date: 
Fri, 2013-06-28
Keywords: 
<p>Outlook, Entourage, email, OWA calendar, calendaring, Exchange</p>

Nebula Managed Desktop Services

0
Your rating: None
Brief Service Description: 
Workstation management and assistance, with optional file, VPN, and consulting services
Service Description: 

The Nebula Managed Desktop Service provides workstation management and assistance along with a core set of services that users of workstations typically find valuable. It offers services to both Windows and Mac OS X computers. There are optional service options at additional cost.

Nebula Managed Desktop Services is an excellent option for clients who would like the management and user benefits of being in a well-managed environment without the technical burdens. Service levels and rates allow flexibility in managing and reducing your information technology (IT) costs.

Workstation management consists of:

  • Providing a hard drive image of a standard operating system1 and supported software (Microsoft Office, Adobe Reader, and antivirus software)
  • Operating system updates and troubleshooting
  • Centralized software deployment to workstations (Windows only)
  • Anti-virus software installation and maintenance

Workstation assistance consists of:

Additional services that are included in the core package are:

  • Nebula file services, including both shared and home directory space. Nebula file services are automatically backed up and there is a self-service file restoration capability provided
  • Virtual Private Network (VPN) provides secure connection to restricted campus services
  • Training room for your use on a pre-scheduled basis

1 Standard OS is defined to be the most recently released OS version and the prior OS version.

Service Options: 

Services which are available at additional cost are:

  • Windows file services. Capacity and continuity for this option are limited, but it does provide self-service access control and other unique advantages over the Nebula file service.
  • Group management based on the UW Groups service. You can manage your own groups at no cost, but if you’d rather have someone else manage your groups, we’ll do that for you. You will still need to tell us when to make changes.
  • Nebula Consulting consists of workstation or other helpdesk assistance that goes beyond basic support. Typically this is any problem that requires on-site support or takes more than 30 minutes to resolve. We can provide assistance in choosing and ordering new computers. We can re-image your computer with our hard drive image. We can also provide business analysis to help you find IT solutions to your needs.

 

Eligibility: 

UW faculty; UW staff; UW researchers; UW clinicians; UW academic units; UW administrative units; UW Medical Center; Harborview Medical Center; Requires a valid UW budget number.

How to Order: 

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

Availability: 

Monday - Friday, 8:00 a.m. - 5:00 p.m.

Price: 

Rates for this service are for FY2015 (7/1/2014-6/30/2015)

Type of Service Cost Per
Basic Desktop $36.50 Computer per Month
Consulting Services $109.00 Hour
Additional Information: 
Service Level Description: 

Nebula responds to requests in less than four hours. Our response can be escalated if there is a critical issue. Our goal is to minimize user downtime.

Support Information: 

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

Contact for More Information: 

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

Maintenance
Last Review Date: 
Sat, 2015-04-11
Keywords: 
<p>Nebula, managed desktop, support, desktop computer, windows, macintosh, helpdesk,&nbsp;i drive, shared file space, workstation</p>
Notes: 
<p>8/13/2014 Per REQ0025839 - LH<br /> 3/21/15 Per REQ0208187 - geodean<br /> 4/11/15 Clean html - geodean</p>

Audio and Video Conferencing

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

At the University of Washington there are several conferencing solutions to meet your conferencing needs.  The solutions are comprised of:

  • Audio-only
  • A mix of audio and video
  • Audio, video, and content sharing
Service Options: 

Basic Audio-Only Conferencing – Anyone using a campus phone can make at least a three way conference call. Multi-button phone are capable of hosting up to a 6-party conference.

Expanded Audio-Only Conferencing – If you would like to host a meeting with more than 6 people there are two options:

  • UW-IT 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 participant charges for conference users
  • Third-party Conferencing solutions provided by Premier Global Services (PGI) and Arkadin. These vendors offer different pricing and coverage areas.
    • PGI provides large audio on-demand conferences, international conferences, and special events. Conferencing options are outlined here.
    • Arkadin is an alternative conferencing service with similar service to PGI.
Video conferencing with audio participants – Video can be added to any meeting using Adobe Connect, Microsoft Lync, or through our membership with the K-20 Education network.
  • Adobe Connect – Adobe Connect is a Flash-based virtual meeting room that allows you to connect with other PC users to share audio, video, applications, and chat.  More information about Adobe connect can be found here.
  • Microsoft Skype for Business (formerly Lync) - UW Skype for Business is the University of Washington subscription to Skype for Business, a Microsoft O365 service. Audio/video participation is limited to only Skype for Business users. More information about Microsoft Skype for Business can be found here.
  • K-20 – K-20 is a state run organization that offers video bridging services to its members.  Participants can join using desktop computers or room-based conference units like Polycom or Lifesize.  More information about the K20 video services can be found here.

Content Sharing – Content sharing can be accomplished through any of the three videoconferencing service options above. For more information about each, follow the links above.

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 Monday through Friday 8 am to 5 pm. 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, 2014 for FY2015.

Meet-Me Conferencing
One time setup charge No charge
Monthly recurring charge $3.76 per virtual telephone number
Toll-Free Access $0.06 per minute/per participant
Applicable toll-free and long distance charges will apply.  

Premier Global Services (PGI)
Global Meet $0.10 per minute/per participant
Scheduled Ready Conference $0.06 per minute/per participant
Toll free access $0.06 per minute/per participant

Arkadin Anytime Conferences
USA Toll $0.02 per/minute per participant
Toll Free $0.023 per/minute per participant
International pricing See PDF attachment
Global Crossing/Level 3 Ready Access (legacy service, no new accounts added) $0.29 per minute/per participant

Adobe Connect
Meeting host license $21.20 per account/per month
Additional Information: 

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

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 Arkadin audio conference, contact Arkadin Customer Support at 1-866-922-9566 or press *0 from within your Arkadin audio conference.

For 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: 
Sat, 2015-04-25
Keywords: 
<p>teleconference, teleconferencing, conferencing services, Meeting Exchange, Meet-Me, Link, videoconferencing, videoconference</p>
Notes: 
<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:&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> <p>10/10/2014 - Update per Steve Mack - LH</p>

Mobile Technology

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

The Smartphone Support service retired on June 30, 2014. Requests for service are no longer accepted.

Smartphone Support Options

Why Was This Service 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 help@uw.edu if you have any other questions.

Service Options: 
 

 

How to Order: 

NA

Availability: 

NA

Price: 

NA

Service Level Description: 

NA

Support Information: 

NA

Maintenance
Last Review Date: 
Sat, 2014-07-12
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>