Server Hosting Agreement

Overview

The UCS (University Computing Systems) Server Infrastructure Service is part of a family of related services such as the enterprise web and database, and virtual machine services. All servers are housed in the ITS Data Center, located in Tyler Hall. The Data Center is an environmentally controlled racked floor space with uninterruptable power supply and fire suppression.

The UCS Server service consolidates server environmental, and in some cases administrative, support in a secure location. There are several server administration options available.

Service Levels provided to all Customers.

  • Uninterruptable power, cooling and fire suppression:
    • 2 – APC 80Kva battery backup UPS
    • 1 – Cummins 450kw Generator
    • 3 – Leibert 30 ton Air conditioners
    • Novac Fire suppression system
  • Operator coverage 22hour/day M-F; 12hour/day Sa-Su
  • Secured Data Center
  • Rack mounted server space
  • Network access, coordination with Network Planning and Services
    •  Data transfer rates: max 1GB
  • Backup/restore capability through Netvault Backup Solution
  • Optional monitoring services during staffed hours

Customer requirements

  • Rack mounted equipment
    •  Power requirement: 208V compatible
  • Name and contact info (including after hours) of primary & secondary contacts
  • Access to Data Center during staffed times or by special arrangement
    • Names of people needing access must be given to Operations staff
    • May be asked to show ID
    • If not on list and prior arrangements not made by primary or secondary contact, access will be denied
  • Optional monitoring services can be coordinated with Operations staff

Server Support and Responsibilities

Support level UCS Responsibilities Customer Responsibility
Support Level I Minimal UCS support:
UCS provides VM instance or hosts a physical server in the ITS Data Center.
Complete customer support:
Provide high-level IT support personnel;
Provide Operating system in ISO format;
Install and maintain the OS, all OS system software, and all applicable Apps; provide for data backup/restoration;
Maintain relations with the UCS support group.
Support Level II Standard UCS support:
UCS provides Level I support PLUS:Provide server backup/restore options;
Install the server OS and all applicable OS system software.
Standard customer support:Provide knowledgeable IT support personnel;
Maintain and upgrade the OS, all OS system software; install and maintain all applicable App;
Maintain relations with the UCS support group.
Support Level III Complete UCS support:
UCS provides Level II support PLUS:   Upgrade OS and apps as needed.
Minimal customer support:
Maintain relations with the UCS support group.

Other support requirements will be determined based on consultation.

To request server hosting services, go to: Server Hosting Request

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