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Cost Recovery Services

Virtual Server (VS) Support & Resources 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 VMware malfunction
  • Responsible for documentation of configuration and maintenance procedures and processes concerning VMware 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 server environment.
  • Create any requested Virtual IP (VIP), to be charged according to the published network support rate.

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.
  • EITS or the Client must give a 90-day written notice for cessation of a Memorandum of Understanding.

The Client is responsible for the necessary operating system and web administration tasks which include:

  • 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 VMware tools and updates to it on all hosted VMs.
  • 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 installed software and/or operating systems licensing.
  • Initial and ongoing Firewall requests
  • Initial and ongoing SSL security certificate requests
  • Requesting initial and on-going network changes including load balancer Virtual IP (VIP) changes to be charged according to the published network support rate.
  • End user support
  • Provide a current after-hours contact for EITS in the case of an after-hours incident involving the hosted VMs
  • Maintain no VMWare snapshots more than 7 days old at any time of any one VM (for performance reasons)

Virtual Server (VS) Support & Resources Contact Information

Tier 1: EITS Help Desk (http://EITSHelpdesk.uga.edu) – (706) 542-3106
Tier 2: Ashley Henry, IT Manager — (706) 542-1091, ashenry@uga.edu 
Tier 3: Jonathan Hardy, IT Director – (706) 542-7873, jhardy66@uga.edu

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

Updated: 12/06/2016