The University of Texas at Austin

Managed Server Support

Overview

ITS Managed Server Support (MSS) provides colleges, schools and units with customer-focused information technology resources and support. We have friendly, knowledgeable staff that understand the University technical environment and work with you to meet your business needs.

MSS offers standards-based professionally managed Linux and Windows systems administration for Customer owned servers, either physical or virtual. Operational support includes server hardening, planning, installation, configuration, security patches and updates, troubleshooting, monitoring, and documentation. MSS can provide assistance with implementing a data backup strategy that meets the business requirements for the Customer and for third party application installation and configuration. Any services provided outside of scope of this SLA are subject to additional charge.

Under normal circumstances, MSS staff is available between 8 am - 5 pm Monday through Friday, excluding all holidays and university closures.

Features

  • Predictable, cost-contained approach to physical and virtual server management.
  • Delivering expert operating system technical support, problem resolution and patch management.
  • Consistent implementation of mandated UT security policies.
  • Providing system performance, monitoring, and troubleshooting.
  • Implementing a data backup strategy that meets the business requirements for the customer.
  • Providing basic application deployment and basic database administration.
  • Coordinating with other ITS Departments and 3rd party vendors as needed.

Cost

All prices are for an annual agreement; some options can be prorated for agreements that do not start at the beginning of a fiscal year and apply to managed servers (physical or virtual).

Published rates are based on actual cost recovery methodology as set and approved by the Office of Accounting Costing and Analysis section.

2013-2014 Pricing

Service Cost / Year
Operational $1,500 per server
Hourly $65 per hour
  1. Operational Server Support provides base support for physical and virtual servers. Operational support includes server hardening, planning, installation, configuration, security patches and updates, troubleshooting, monitoring and documentation. The hours of support included with the $1500 for operational support is approximately 23 hours per server per year (1.9 hours per server per month). If included operational support hours are exceeded within the fiscal year, notification will be provided to the customer and a supplemental invoice will be generated for the overage.
  2. Hourly Support provides support for services beyond Operational Server Support. Hourly Support can be provided upon request of the customer at fixed-price/fixed-scope consultations and projects at a rate of $65 per hour.

2014-2015 Pricing, Beginning Sept 1, 2014

Service Cost / Year
Operational $1,550 per server
Hourly $70 per hour
  1. Operational Server Support provides base support for physical and virtual servers. Operational support includes server hardening, planning, installation, configuration, security patches and updates, troubleshooting, monitoring and documentation. The hours of support included with the $1550 for operational support is approximately 22 hours per server per year (1.8 hours per server per month). If included operational support hours are exceeded within the fiscal year, notification will be provided to the customer and a supplemental invoice will be generated for the overage.
  2. Hourly Support provides support for services beyond Operational Server Support. Hourly Support can be provided upon request of the customer at fixed-price/fixed-scope consultations and projects at a rate of $70 per hour.

We Can Help

Get help from an expert at the ITS Help 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!