ITC Windows Services

Departmental Server Management

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ITC Annual Micro Systems Support Agreement

The ITC Departmental Micro Systems Support program provides operating system support, file system backups and operational support on an annual fee basis for Microsoft Windows 2003 server platforms.

System support services covered by this agreement

ITC Micro Systems will:

  • Install and maintain running systems according to ITC Micro Systems configuration and security guidelines, identify hardware problems and interface with the appropriate maintenance vendor for repair of any failing hardware.   The owning department must pay actual cost of repair, whether maintenance contract or time-and-materials.
  • Install and maintain up-to-date system and networking software, including hot fixes, patches and security fixes.
  • Perform quarterly maintenance on all system hardware and operating system software.
  • Provide support for routine administrative tasks when the departmental server administrator is unavailable due to illness or vacation.
  • Provide these services from 8 AM until 5 PM Monday through Friday unless special arrangements are made for additional hours.  After hours coverage on a regular basis is available at an additional cost.

Additional services

ITC Micro Systems will consider providing additional services not covered by the scope of the contract upon request by the department. Additional services will be considered on a case-by-case basis.

Optional file system backups

In the absence of system unavailability due to network outage or other technical problems preventing access to the department's system(s), ITC will perform regularly scheduled (usually daily) file system backups on covered Windows Server systems. Backups will be retained for a period not less than six months. Support service coverage is required for ITC to perform backups.

Server hosting

ITC Micro Systems will house servers under contract in the ITC secure computing facility. Servers in this facility are protected by limited, pass card controlled, access. The facility is protected from fire by a halon system rather than sprinklers. Power is supplied through enterprise class UPSes backed up by a generator. ITC also offers server hosting on its VMWare ESX cluster.

Disaster Recovery

Micro Systems' backup system is housed off grounds in a remote location. A disaster of a magnitude to cause complete system destruction would most likely not affect system backups. ITC provides no special insurance or vendor support to replace machines that might not be salvageable in a disaster. It is the owning department's responsibility to make arrangements for such contingencies. ITC Micro Systems will work with the department to secure replacement equipment under the arrangements made by the department owning the equipment under maintenance agreement.

Services not covered under this agreement.

  • Network cabling, which is done by ITC Network Operations at their normal rates.
  • Normal end-user support questions, which are handled by the ITC Help Desk and Customer Support Division at no charge.
  • Day-to-day server administrative tasks such as account and print queue creation, and resetting passwords. These activities will be provided during the departmental administrator's absence due to a scheduled vacation or during an extended illness.

Annual fees for server support

  • Server system support: $1550
  • Optional extended support:
    • Option 1: 8 AM - 8 PM, Mon-Fri, 10 AM - 6 PM Sat-Sun
      Surcharge per system:    $1000
    • Option 2: 6 AM - 1 AM Sunday - Saturday
      Surcharge per sytem: $2000
    • Housing server in Carruthers Hall secure facility: $500 per system

Annual fees for file system backups

Daily backups of Windows 2000 and 2003 Server file systems on systems covered by an Annual Support Agreement from ITC. Pricing, including all backup media, is as follows:

  • $545 - systems with up to 50 Gbytes of disk
  • $1045 - systems with 50 to 200 Gbytes of disk
  • $1545 - systems with 200 to 400 Gbytes of disk
  • $2045 - systems with 400 to 600 Gbytes of disk
  • $2545 - systems with 600 to 800 Gbytes of disk
  • $3045 - systems with 800 to 1000 Gbytes of disk
  • Please note: requested restores from tape will be limited to 25 per year per contract. Additional requested restores would be done at the standard hourly rate.

To request a support agreement, email ITC Micro Systems. Micro Systems also offers consultation on Microsoft Windows 2003 at an hourly rate.

© 2009 by the Rector and Visitors of the University of Virginia.

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