Hosting Services SLA
Hosting Services provides professionally managed servers (virtual and physical) and database environments for University academic and administrative units. Hosting Services provides valued, cost-effective hosting technology, including servers, databases, and web hosting that are maintained and managed by University Information Technology professionals. This includes maintaining and managing the infrastructure, operating system, storage, backups, security, and patching. For hosts, databases, and sites that contain private highly-restricted data or private data, or are classified with a higher security level based on the University policy identifying security level, ITSS will assist units in staying within compliance in accordance with the University policy and other state or federal statutory requirements.
Hosting Services provides professionally managed technology in support of the following:
- Fully managed server hosting
- Self-managed environment (SME)
- Database hosting
- Physical server delegation
- Server and database data backup and restoration
Out of Scope
Virtual machines requiring large amounts of memory, processors, and disk are out of scope, see limits below:
- Processors: 2
- Memory: 8GB
- Disk: 256GB
Physical servers needed by departments will be purchased by collegiate and non-collegiate units with input from the service owner and service team. Management of applications, services, web content, and isolated database content is out of scope for the service. Hosting services provides up to 256GB storage for database and web hosting.
Collegiate and administrative units from Duluth campus.
Hosting Services are architected to be available at all times with the exception of scheduled maintenance periods by the platform teams. The target service availability is set at 99%. Staff are available Monday through Friday during normal business hours. Staff are on call for after-hours emergencies affecting production and mission-critical systems. ITSS will send out communications should any system abnormalities arise. Users are also encouraged to report system abnormalities to ITSS to help speed up the process.
A one time charge at the ITSS rate will be applied to the service requester for the first time setup of a server/database. Servers will have a monthly recurring 2 hours charge at the ITSS rate to cover the computing resources and labor needed to keep the server in operation. This fee is to support systems administrator efforts in server monitoring, tuning, patching, upgrading, troubleshooting, scanning, log management, etc. The bill will be sent at the first month of each quarter.