Austin Disk Services
Last Updated: November 1, 2012 @ 3:23 pm
Next Review Date: 01/01/2014
Service Manager: Douglas B Bailey
Governance Group: None
Document Status: Published
Key Metrics
- Availability: 99.2%
Overview
This document defines the service level agreement for Austin Disk Services (ADS).
Service Description
Austin Disk Services (ADS) is an enterprise-level storage solution. Reliability is enhanced through clustered server hardware, Storage Area Network (SAN) architecture, and backups to disk. Anti-virus software is installed and kept current, and security patches released by Microsoft are promptly installed. ADS includes:
- Backups three times per day to off-site disk storage system that allow for end user recovery of files with the required client software. Backups are retained for two weeks.
- Departmental control of bulk storage directories and permissions.
- Online account management tools for home directory quota management.
- Meets the minimum standards set by the Information Security Office for storing Category I data. Austin Disk Services MAY also be appropriate to use to store protected research data (i.e., data protected by International Traffic in Arms Regulations [ITAR]), but requestors are required to first consult with the Information Security Office (security@utexas.edu) to ensure that their specific grant requirements can be properly addressed by this service. By requesting and obtaining services on Austin Disk, the requestor is acknowledging that they have received all necessary information and obtained proper consultations and approvals. The requestors also have the responsibility to ensure that all those accessing the data stored on their Austin Disk shares are valid.
- The Information Security Office will periodically scan Austin Disk Services for certain types of sensitive data.
- Failed disks used by Austin Disk Services are destroyed according to the standard disk drive disposal process in ITS using a degausser.
Intended users
Austin Disk Service (ADS) can be used by students, faculty and staff.
Supported computing environment
The minimum recommended operating system requirements for using ADS are:
- Windows XP SP3, Windows 2003 SP2
- OS X (10.4+)
Technical support
Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.
Tier 1 support
End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Users with a departmental Technical Support Contact (TSC) should contact that individual.
Tier 2 Support
Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.
Maintenance
ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.
Scheduled Maintenance
Scheduled maintenance may occur weekly on Sundays from midnight until 6 a.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Unscheduled maintenance
Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.
Change notification
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for the Austin Disk Service (ADS).
User responsibilities
Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.
In addition, ADS users agree to:
- Read the Austin Disk documentation at http://www.utexas.edu/its/windows/storage.
- Provide contact information for the primary and secondary departmental TSCs as requested by ITS for support purposes.
- Use supported client software.
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
- Manage quota utilization of personal shares
- Manage security permissions of personal shares
Departmental IT Support Staff agrees to:
- Provide ITS with contact information for departmental TSC through your ITS contact, and notify ITS of changes.
- Designate at least one secondary TSC for each department.
- Be familiar with the online documentation at http://www.utexas.edu/its/windows/storage.
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
- Manage quota utilization
- Manage security permissions
Cost of Service
Cost information for this service can be found on the ADS web site.
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