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Cost Recovery Services

Virtual Desktop Infrastructure (VDI) Service Details

EITS Responsibilities

Under a Memorandum of Understanding (MOU), EITS is accountable for central hosting activities which include the following responsibilities:

  • Responsible for hardware, firmware, and VMware software updates
  • Responsible for hardware troubleshooting, diagnosis, and resolution
  • Responsible for performance and availability monitoring including after-hours response to system outages related to facilities, hardware, or hypervisor malfunction
  • Responsible for documentation of configuration and maintenance procedures and processes concerning hypervisor environment
  • Responsible for delegating appropriate levels of access necessary for the purposes of Systems Administration by client
  • Maintaining the internal and external network connectivity of the virtual desktop environment.
  • Responsible for backup and restore functionality to ensure continuity of data and restoration of service in the case of a disaster that impacts VMware client.
  • Responsible for the installation of hypervisor-related tools and updates to them.
  • Responsible for the application of all patches and updates to the guest operating system
  • Responsible for the application of all patches and updates to any and all software installed on top of the guest operating system.
  • Responsible for performance and availability monitoring including after-hours response to system outages related to guest server configuration problems or disruptions
  • Responsible for documentation of configuration and maintenance procedures and processes concerning guest environment
  • Responsible for timely response to all security concerns
  • Renewal of all necessary support agreements covering EITS-installed software and/or operating systems licensing.
  • End user support
  • Initial and on-going Firewall requests

Client Responsibilities

The following items are general client responsibilities for all services included:

  • Budgetary compensation as described.
  • A central point of contact to prioritize work order requests when needed.
  • Provide contact information and to inform EITS of any changes to contact information.
  • The Client must give a 90-day written notice for cessation of a Memorandum of Understanding.
  • Renewal of all necessary support agreements covering installed software purchased by the client and installed by EITS on virtual desktops.
  • All VDI clients are required to have, and pay for, one Remote Desktop Image Management service provided by EITS-CTS per Virtual Desktop Infrastructure environment

Virtual Desktop Infrastructure (VDI) Contact Information

Tier 1: EITS Help Desk (http://EITSHelpdesk.uga.edu) – (706)542-3106
Tier 2: Nathaniel Parker, VDI Technical Lead – (706)542-2483, neparker@uga.edu
Tier 3: Thomas Jones, IT Senior Manager – (706)542-6292, tomjones@uga.edu
Tier 4: Jonathan Hardy, IT Director – (706) 542-7873, jhardy66@uga.edu

The client will provide an after-hours contact for issues requiring their involvement

Updated: 11/30/2017