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Managed Hosting - Service Level Agreement

Objectives & Scope

Installing and operating servers can be expensive and daunting without user-dedicated technical staff and facilities. Managed hosting is based on a dedicated server, configured to meet your needs, and operated in a safe and fault-tolerant facility. A trained System Administrator will patch your supported operating system and supervise hardware maintenance. ITS offers managed hosting for Windows, UNIX and Linux servers.

Volume

WCMC has limited data center capacity and only a small number of hosts can be added in any given period. The requirement(s) will need to go through an assessment.

Availability

Servers within our data center infrastructure control are available 24/7. However, during a scheduled maintenance window, availability may be affected. Notification will be provided by ITS in advance of any scheduled maintenance.

ITS cannot guarantee service levels when faced with circumstances beyond our control. This includes, but is not limited to:

  • Natural or man-made disasters
  • Electrical or network outages or disruptions
  • Equipment failure unrelated to abuse or neglect
  • Cyber Attacks on WCMC network

Quality

Included in Basic Service

Consultation with ITS staff to determine requirements and product specifications, including:

  • Co-location Services
  • Server technology selection
  • Operating system installation
  • Support of standard rack mountable server or virtual machine
  • Physical security
  • Network access
  • Nightly system and data backup according to standard retention policies
  • 24/5 Remote Hands
  • System Monitoring with notification alerts

Included in Enhanced Service 
Basic service features plus application configuration and maintenance supervision for third-party applications you purchase to be run on your dedicated hosted server.

System Responsiveness

Server performance varies on a case-by-case basis depending on technical specifications and/or resiliency configuration. Connections to core infrastructure are generally at 1 Gigabit.

Cost and Fees

Visit the Managed Hosting page for costs.

Fees do not include the cost of any necessary hardware, which can vary depending on your requirements. 

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