The University of Texas at Austin

Austin Disk Services

Last Updated: October 7, 2014 @ 7:23 am
Next Review Date: 01/01/2015
Service Manager: David McDowell Moss
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 Vista SP2, Windows 2008 SP2
  • OS X (10.7+)

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.
  • Provide ITS with encryption requirements for the share (i.e. whether IPsec is to be enforced)
  • 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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We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!