The University of Texas at Austin

UTBackup

Last Updated: March 31, 2014 @ 11:32 am
Next Review Date: 01/01/2015
Service Manager: Scott Richardson
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Key Metrics

  • Availability: 99.9%
  • Service Request Response: 1 Business Day

Overview

This document defines the service level agreement (SLA) and standard operational procedures (SOP) for the UTBackup Service provided by Information Technology Services (ITS). It also describes the rights and responsibilities of any University of Texas at Austin unit that obtains this service from ITS (Customer).

Service Description

The UTBackup service provides current University of Texas at Austin faculty and staff a simple, secure, cost-effective, and reliable way to incrementally backup their University owned laptop or desktop workstations. Once installed, UTBackup works quietly in the background so that users can continue to do their work without interruption. While departmental technical support contacts (TSCs) are responsible for managing the service and providing tier 1 support, users have the independence and ability to easily restore files on their own as needed. The UTBackup service appliances are housed in the University Data Centers (UDC).

NOTE: UTBackup was selected as the name for the new service and will be used consistently to refer to the Crashplan implementation at the University.

Intended Use

The UTBackup service is intended to serve current University of Texas at Austin faculty and staff as a simple, secure, cost-effective, and reliable way to incrementally backup their University owned laptop or desktop workstations.

Supported Computing Environments

The minimum recommended operating systems and client software are:

Windows Client Software

Windows 8, Windows 7 (Sunset support for Vista & XP) /1 GB Memory/1 GHZ+CPU/250MB Drive Space/800x600 display. Windows Server Software Windows Server 2008 R2 and 2008 (Sunset support for Server 2003) /1 GB Memory/1 GHZ+CPU/250MB Drive Space/800x600 display.

MacOS Client Software

OS 10.9, 10.8, 10.7, and 10.6 (Sunset support for OS 10.5 & 10.4) /1 GB Memory/1 GHZ+CPU/250MB Drive Space/800x600 display.

Linux Client Software

2.6 Series Kernel with run level 5 /1 GB Memory/1 GHZ+CPU/250MB Drive Space/800x600 display/Oracle (Sun) Java version 1.6+.

Solaris Client Software

Open Solaris, Solaris 10 with run level 5 /1 GB Memory/1 GHZ+Intel CPU/250MB Drive Space/800x600 display/Oracle (Sun) Java version 1.6+.

  • CrashplanPro software, server or client, does not support installation on Solaris 9, or on any operating system or hardware using Sparc-based processor architecture.

Billing and Accounting

The UTBackup service will provide accounting information to the Central Business Office for the following billable events:

  • UTBackup Client Licensing fee per system
  • UTBackup storage cost
    • Calculated from a monthly snapshot of usage, averaged (rounded up to the nearest GB) and billed annually on August 1st

NOTE: Storage use reports are available through the UTBackup management console.

Termination or Modifcation of Service

Termination or modification of the UTBackup service requires 30 days advance notice to the ITS Help Desk. Customers are responsible for the storage cost during the transition time. Additional details regarding termination of service are yet to be determined and will be updated in this SLA once finalized.

Standard Maintenance of Service

The UTBackup service is subject to any published Networking and UDC maintenance events. There are four types of maintenance events:

Full maintenance

Full maintenance events require downtime for all components of the UTBackup service. Full maintenance events cause downtime for all customers of the UTBackup Service.

Partial maintenance

Partial maintenance events require downtime for some components of the UTBackup service. Four partial maintenance events will occur on Sundays from 12 noon – 6pm in February, June, August, and October of each year.

Non-impactful maintenance

Non-impactful maintenance is performed routinely with no anticipated downtime for customers of the UTBackup service. These events will be scheduled according to the existing ITS service maintenance guidelines.

Emergency maintenance

Emergency maintenance events are scheduled as required due to security patches or unexpected failure of service components. They can cause Partial or Full outage of the UTBackup service. Emergency maintenance events are announced through the ITS Alerts page: http://www.utexas.edu/its/alerts/main.php

All scheduled maintenance events will be published in the ITS maintenance events calendar: http://www.utexas.edu/its/alerts/main.php. Departmental TSCs will be notified via email 5 days prior to any Full or Partial maintenance.

Data Retention

All data selections removed from a current backup set will be deleted automatically and securely from UTBackup servers during their next maintenance cycle. Backup set data deleted from a client device will be automatically and securely deleted from UTBackup servers in 30 days.

Data Security

Customers of the UTBackup service are subject to the following guidelines for data security:

Technical Support

Tier 1 support issues will be handled by departmental TSCs. If necessary, support requests can be escalated to the ITS Help Desk for Tier II escalation. Routine Tier II help requests are typically handled within one business days.

Customer Responsibilities

Customers must be aware of and adhere to the University's:

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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!