Service Description
ITS offers virtual server hosting. The ITS virtual hosting environment is built on the UCS appliance architecture running Vmware for the virtual server service in conjunction with Veeam for the server backup service. This stable, secure and highly available environment eliminates the need for guest server lifecycle. This service is rated for sensitive data. The virtual servers from this service are available in two configurations: Managed and Unmanaged. Details can be found here.
Managed
Configuration in which the ITS Systems Support team manages the server OS and its maintenance and provides systems administration support for the departmental service administrators. Managed Servers include a set of baseline services which include monitoring, vulnerability scanning, multi-factor authentication, OS patching, assistance with OS specific Group Policy Objects and Firewall Rules.
Unmanaged
Configuration enables departmental service administrators to handle all system administration for the virtual server.
Audience
Employees and students
Documentation
- Managed Host Configuration: Windows enterprise operating systems only.
- Unmanaged Host Configuration: Windows and select non-Windows enterprise operating systems.
User/Customer Responsibilities
- Customer will designate a primary service administrator and provide appropriate contact information for that individual. Service Now is the preferred method of communication if utilized within the department. Additional contact from the departmental business office is advised to manage business transactions and to act as a secondary communications mechanism if ITS is unable to reach the primary administrator.
- Customer will provide the license for all installed applications.
- Customer will Select, install, test and support all applications and will follow best practices to ensure compliance with UNC-CH IT security standards.
- Customer will provide end-user support for the guest server environment.
- Customer is responsible for the SAI group and monitoring SAI scans. Managed customers can send a request to remediate SAI vulnerabilities via Service Now.
- Customer will create and manage user accounts
- Customer is responsible for performing application updates and patches in a timely fashion and in accordance with risk.
- Customer is responsible for the application life-cycle in order to retain ITS and vendor support.
- Customer will submit any requests for service via Service Now. The designated service administrator is responsible for submitting the request, either by creating the Service Now request or by contacting the ITS Response Center.
- Customer will subscribe to its_changes@listserv.unc.edu or the ITS Change Notices syndication feed in order to be aware of any notifications
- Adhere to applicable University IT Policies, Procedures, and Guidelines
- Customer and/or service owner is responsible for any change management associated with the hosted server and the upstream services it impacts supports.
- Deprovisioning of service is the responsibility of the primary service administrator for the department via TeamDynamix request to ITS-Systems
Service Charges
Virtual Host Cost:
- $50.00 annually per 1GB RAM. This includes initial 70GB of storage and onsite Veeam backup.
- Additional storage is available at an annual cost of $1 per GB.
- $500.00 annually for OS management
- Monthly billing can be arranged, on a per customer basis.
Keywords
vm, virtual machine
Support
Technical Support Contact Information
ITS Service Desk:
- Phone (919) 962-HELP (4357)
- Chat: Click the blue speech bubble
Maintenance Schedule
- Maintenance for managed "guests" occurs either "routinely" as per customer agreed upon automated maintenance windows or "as needed" as per customer agreed upon manual updates.
- All planned maintenance impacting the hosting service environment as per the OLA will be announced according to established change management procedures.
Hours Of Operation
- Hosting is a 24/7 service.
- ITS Systems has a standby rotation to deal with critical issues after normal business hours.
- The ITS Service Desk business hours are 7:30 a.m. to 12:00 am, Monday through Friday, with limited after hours support during off hours.