Service Catalog

Description

Designed for support of full time staff and faculty who need access to support for one or many devices, including remote access to local resources at any time. Includes elbow side support at the desk if needed, or via remote support tools.

Details

Office hours support: 7:00 AM – 6:00 PM, Monday – Friday
After-hours support – for critical issues: 24×7
In-person and remote support from the DOM’s help desk
Access to the FISMA Moderate IT environment (MedSec), requires a special computer and a one-time 2 hr extended support fee.
Secure remote desktop access to user’s device(s): compute-in-place compliance
Network storage: Private document storage (Y drives) backed-up twice daily
Network storage: Access to Outpost file servers; storage leased separately

Description

Designed for staff, faculty, or students that need support for a single device, during standard business hours only. Support is provided remotely using remote support tools.

Details

Office hours support: 7:00 AM – 6:00 PM, Monday – Friday
Remote support via phone, email, and/or remote assistance services only.
Hardware repair and troubleshooting via depot service.
Secure remote desktop access to user’s device(s): compute-in-place compliance
Network storage: Private document storage (Y drives) backed-up twice daily
Network storage: Access to Outpost file servers; storage leased separately

Description

Provides assistance for tasks not covered by the user support account. Provided by the hour and prorated to the next 15-minute increment. Does not include help with software application usage nor does it handle any data stewardship compliance issues.

Details

This service is only provided to a user with an account that needs assistance for non-covered activities like local device relocation, upgrading hardware, or other services not defined in the SLA; OR help with unsupported tasks as a project (minimum 3 hours) without an associated DOM IT Services user account. To request assistance contact us.

Service Information

Network file storage on the Dept of Medicine (Outpost) shared file servers for division users, leased in 50 GB increments.

Service Requirements

Access is limited to sponsoring division users with at least a limited or full user account.

Backup Support Information

Backups are performed routinely for disaster recovery purposes only.

Service Limitations

To use this service the users must have at least a limited user account on the Dept of Medicine (Outpost) domain.

Service Notes

This is a file share service only and does not include user accounts; Security is managed by the Dept of Medicine IT and included. Access is restricted to the UW campus network; off-site access requires the use of Husky OnNet or Pulse Secure services.

Service Information

Bulk network file storage space on the Dept of Medicine (Outpost) Servers, leased in 1TB increments.

Service Requirements

This service requires at least one limited or full user account for the service administrator. Network access to the data storage for your division’s users that don’t need admin privileges will be authenticated using Dept of Medicine (Outpost) or UW NetID accounts.

Backup Support Information

Online backups are performed routinely as the standard backup. Tape backups are available – contact IT management. This service is self-administered. We supply IT support upon request for initial configuration. All other support is provided on a time and materials basis.

Service Limitations

This service is self-administered. We supply IT support upon request for initial storage setup and related needs. All other support is provided on a time and materials basis.

Service Notes

This service is limited to available space in our file storage farm. Requests that exceed our current capacity will require lead time and possible cost offsets for additional hardware purchase. This is a file share service only and does not include user accounts. To access this service each user must have their own Dept of Medicine (Outpost) or NetID account and be assigned access to the resource. Access is restricted to the UW campus network; off-site access requires the use of Husky OnNet or Pulse Secure services.

Service Information

One server instance with up to 10 databases and SQL Server administration privileges for one user. 50 GB server data storage included; more storage available upon request at additional charge.

Service Requirements

This service requires at least one limited or full user account for the service administrator. Local network access to the SQL databases for all division users that don’t need admin privileges will be authenticated using Dept of Medicine (Outpost) or UW NetID accounts.

Backup Support Information

Includes backup services for up to 50 GB of storage. Additional space beyond 50 GB may require the purchase or lease of additional storage options (see division or bulk storage services). The actual cost of archive tapes will be invoiced separately. The actual cost of archive processing and storage for tapes will be invoiced separately.

Service Limitations

This service is self-administered. We supply IT support upon request for initial configuration only. Additional IT support is available upon request for SQL and application host related requests on a time and materials basis.

Service Notes

SQL DB scheme design and implementation, if required, are done on a time and material basis. SQL end-user frontend application support is not covered under this hosting model. SQL end-user frontend application support is available at additional cost depending on the application and vendor support model. Please contact IT management for more information. SQL Services, such as DLTP, Analysis Services, Reporting Services, or Integration Services, are licensed and supported separately.

Service Information

Virtual Servers are available in two processor core, 4 gigabyte memory increments on a per-year, non-prorated basis. Custom configurations are available upon request.

Service Requirements

This service requires at least one limited or full user account for the service administrator.

Backup Support Information

VM image backups are performed nightly for disaster recovery purposes only. Additional recovery points, snapshots/checkpoints, or recovery from backup may require an additional charge; contact IT management for more information.

Service Limitations

This service is self-administered. We supply IT Support upon request for VM host related needs. We supply IT support upon request for initial configuration only. All other support is provided on a time and materials basis.

Service Notes

More processor cores and memory per virtual server are available at additional cost; contact IT management for details. This service is limited to available space in our server farm. Requests that exceed our current capacity will require lead time and possible cost offsets for additional hardware purchase.

Service Information

Access and site collection administration privileges for one user for one SharePoint web application with one site collection. This service also includes initial setup of SharePoint web application with one site collection with 10 GB of storage space.

Service Requirements

If a user does not have a need for private/restricted access to any part of a division SharePoint site they can use their UW NetID to authenticate to the site. If the user does not have a UW NetID and needs access to the intranet or extranet sections of a site they will need to have at least a Outpost limited user account sponsored by the division requesting this access. If a user needs to have private/restricted access to any part of a site they must have at least a Outpost limited user account.

Backup Support Information

Backup services for one site collection of up to 10 GBs is included in with this service.

Service Limitations

Technical support for one site collection only. General support for initial OOB site layout included. Content support and administration are available on a time and materials basis. Internal network and Husky OnNet/Pulse Secure access only; public access available upon request and is not included in this service.

Service Notes

Multiple site collection hosting and support is available as additional site collection accounts. More storage space is available at additional cost.

Service Information

This is an equipment rack hosting service. The cost only reflects the cost of the U space in our racks that your equipment occupies. Your server will be directly attached to the UW-IT network and you will have access to it via RDP or SSH services. This service includes network protection behind Dept of Medicine IT firewalls for access control and intrusion prevention services. Please contact IT management for more information.

Service Requirements

Anonymous access cannot be granted to co-located equipment for security reasons, however access may be made available to all UW employees and affiliates via NetID authentication. NetID authentication cannot be used to grant private/restricted access. For private/restricted access a user must have at least an Outpost limited user account on the Dept of Medicine IT system.

Backup Support Information

Backup for devices that are co-located in our racks is available. Contact IT management for more information.

Service Limitations

Firewall access rule changes must be submitted to Dept of Medicine IT – self-service is not available. We only co-locate rack-mountable devices.

Service Notes

The Dept of Medicine IT Services racks are located in the UW Tower and 4545 datacenters. Physical access to the equipment once in our racks is only available to our technicians, so any work that needs to be performed directly on the hardware will need to be completed by our technicians on a time and materials basis.

Service Information

This service covers patching and administration of virtual servers that are hosted on a co-located server within our infrastructure. Dept of Medicine IT will require administrative access to all VM’s in our infrastructure.

Service Requirements

Anonymous access cannot be granted to co-located virtual servers for security reasons, however access may be made available to all UW employees and affiliates via NetID authentication. NetID authentication cannot be used to grant private/restricted access. For private/restricted access a user must have at least an Outpost limited user account on the Dept of Medicine IT system.

Backup Support Information

Backup for Virtual Servers that are co-located in our racks is available. Contact IT management for more Information.

Service Limitations

Firewall access rule changes must be submitted to DOM IT – self-service is not available.

Service Notes

The Dept of Medicine IT Services racks are located in the UW Tower and 4545 datacenters. Physical access to the equipment once in our racks is only available to our technicians, so any work that needs to be performed directly on the hardware will need to be completed by our technicians on a time and materials basis.

Service Information

Assistance for tasks not covered by the user support account. Provided by the hour and prorated to the next 15-minute increment. Does not include help with software application usage nor does it handle any data stewardship compliance issues.

Service Requirements

This service is only provided to a user with an account that needs assistance for non-covered activities like local device relocation, upgrading hardware, or other services not defined in the SLA;
OR help with unsupported tasks as a project (minimum 3 hours) without an associated Dept of Medicine IT Services user account. To request assistance contact us.

Service Information

This service is for use with the Samsung MagicInfo Signage products. 50 GB server data storage included; more storage available upon request at additional charge.

Service Requirements

This service requires at least one Outpost full user account for the content administration. The tenant will be responsible for the purchase of a Samsung signage monitor and the MagicInfo license. The license is a one-time charge from Samsung available through CDWG. The monitor must have access to the UW network via Ethernet or Wi-Fi. The end user is responsible for the physical installation of the monitor.

Backup Support Information

Backup services for up to 50 GB of storage. Additional backup storage is available for $50.00 per 50 GB (per year, non-prorated). The actual cost of archive tapes will be invoiced separately. The actual cost of archive processing and storage for tapes will be invoiced separately.

Service Limitations

This service is self-administered. We supply IT support upon request for initial configuration only. We do not do content administration as part of this service but can help on a limited basis upon request on a time and materials basis.

Service Notes

We connect the monitor to the MagicInfo server and configure it for updates from the server and do the initial setup and instruction on using the MagicInfo editor and server to supply content to the monitor. We do not do content editing as part of this service.

Service Information

Used for government grants and contracts that have a FISMA and/or FIPS-199 compliance requirement. Includes one tenancy per grant/contract only. This is the DOM MedSec FISMA Moderate level compliant system.

Service Requirements

This service requires each user have a FISMA account and a workstation running on Windows 10, configured by DOM IT Services. Enrollment into this system requires all grantor documentation to be completed and approved by the grantor. Dept of Medicine IT can help on a time and materials basis with the documentation. The tenant will need to estimate the amount of storage needs for their project and will purchase storage separately within the FISMA farm.

Backup Support Information

The FISMA farm is completely isolated from all other UW and Dept of Medicine systems and is self-contained for data storage and backups. The storage for this system, for both data and backups, is sold separately.

Service Limitations

This service is only for government data administration and is not available for non-federal projects.

Service Notes

There are several documentation and reporting requirements for FISMA that require technical information to create and report on. The ongoing reporting is covered by the tenancy, however the initial documentation and acceptance process is time consuming and is not covered by the tenancy.