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University Technology Services


Service Agreements

Physical Server

University Technology Services provides an environmentally secure, climate-controlled location for servers. UTS support ensures that your servers will be physically secured, protected by University firewall systems, maintained on an enterprise level power grid, and monitored by UTS teams on a 24x7 schedule.

Services: 

UTS teams will work with colleges and departments to help determine specific needs and requirements of each server covered. Under a Server SA, the server equipment must be located in the UTS Data Center. In addition, UTS will also:

  1. Meet and discuss general requirements to determine if a Server SA is a viable solution.
  2. Designate departmental contacts and/or network administrators from the department or college.
  3. Provide professional and technical UTS support staff to coordinate work with departmental contacts to resolve issues related to the covered server(s).
  4. Provide support through the UTS Service Desk at 803-777-1800, M-F 8AM to 6PM.

Standard Configuration:

UTS installs, configures and maintains the hardware, operating systems, virus protection, security patches and supported software for servers covered by a Service Agreement. The following service matrix defines the Server SA:

Features Plan Charges
Physical server housed at UTS data center $735/per month per server
Performance monitoring, troubleshooting and diagnostic service Included
Disk space and backup: up to 100 GB Included
Storage Area Network: up to 100 GB Included
Daily & weekly data backups Included
UTS Service Desk support including on-call services Included
Regular vulnerability scans Included
Asset management Included
Warranty service for Dell and Apple equipment Included
Confidentiality of data stored Included
Additional disk backup (101-200 GB) $40/per month per server
Additional disk backup (201-300 GB) $90/per month per server
Additional disk backup (301+ GB) $90/per month per server +$7.50/per each additional 100GB
Additional disk space (more than 100 GB) Refer to SAN Service Agreement
Data restoration (if requested) $75/per hour – UTS Labor Rate

 Hardware & Software:

  • Windows Server
  • Red Hat Enterprise Linux
  • Macintosh OS X Server
  • Servers are located in the secure UTS Data Center
  • Servers are monitored 24x7x365, and maintenance is conducted with minimal downtime.

Service Metric:

The UTS performance objective is 99% uptime excluding scheduled maintenance times. UTS strives to make servers available 24-hours per day, seven days per week, 365 days per year. However, server access is dependent upon network infrastructure, DNS services and data center power and cooling, all of which can impact uptime.  Scheduled maintenance and downtime will be communicated through the IT Connection, http://itc.sc.edu .

Billing:

Billing is done on a monthly basis. Disk space usage and data backup will be monitored on a monthly basis. Customers will be notified if their storage space exceeds the initial allotment. Customers will not be billed for additional disk space unless they exceed their allocated disk space for 2 consecutive months.

Costs
$735/per month
If more than 100 GB of data is requested for backup, the following rates will apply:
101-200 GB= $40/per month per server
201-300 GB = $90/per month per server
Greater than 300 GB = $90/per month per server +$7.50/per each additional 100 GB
If more than 100 GB of Storage Area Network (SAN) is requested, please refer to the SAN Service Agreement.
Current cost is based on 2010-2011 University of South Carolina rates. Costs are subject to change based on ongoing financial evaluations. Prior notification of rate changes will be provided 30-days in advance to all affected customers. Click here for an entire list of UTS Rates.

Backups:

UTS will be responsible for the nightly database and server backup. Restorations resulting from server hardware failure are made at no charge. Site restorations at the customer request will be billed at the standard UTS Labor Rate of $75/per hour. Individual data backups are retained for a period of 30 days from date of creation.

Restricted Data:

Data categorized as Restricted Data may not be released in any University Email unless approved by the data steward and a security assessment is performed. Restricted Data items are defined as data that the University of South Carolina is required by law to protect, or where the compromise of the data could lead to significant negative/undesired consequences. Access will be limited to authorized employees who are mandated to protect it. Employees who have access to this data cannot disclose or use the data without explicit approval of the data steward for the designated purpose. 
Including, but not limited to: Student, medical, or Human Resources records; Social Security numbers, Personnel Records, or identifiable personal Information; financial transactions, donor records, credit card data, or information on prospective students.

Ordering:

Please contact our UTS Service Desk at (803) 777-1800 or use our Self-Service Portal.