OIT provides system administration of various services to the UTK campus and the University System including Microsoft Windows Servers.
Services provided include but are not limited to:
- Physical and virtual server hosting
- Internet Information Service – IIS
- File and print sharing
- Application management
- Microsoft 365 Suite of Applications
- Active Directory
- Authentication – AD, CAS and Shibboleth
- Email, calendars, and instant messaging
- MS SQL hosted cluster database services with high availability and failover
- Service Level Agreements for systems administration
Knoxville Area, including UT Knoxville, UT System, Institute of Public Service, and Institute of Agriculture.
Faculty, Staff, Students, Departments, and official campus organizations
This service is available 24/7, except during scheduled and emergency maintenance. All efforts are made to perform maintenance on Wednesday night from 10:00 PM to 6:00 AM, and on Sunday from 12:00 AM to 12:00 PM.
System administration contracts are billed at a rate of $1000 per year per server. The annual charge is billed at the beginning of each fiscal year and is prorated if acquired during the fiscal year.
Level 1: The server, rack of servers, or VM is housed in a secured OIT facility which is environmentally controlled with appropriate cabling for network and storage access, and conditioned power. Escorted access is provided for access to physical servers, as is remote KVM access. System monitoring, database administration, and data backup are NOT provided. Level 1 hosting is managed entirely by the customer and as such, may include any software that the customer can support. Users experiencing problems can contact the Help Desk for service and the ticket will be routed to the appropriate customer contact.
Level 2: Includes all Level 1 hosting services, plus system administration of supported operating systems, including operating system upgrades and operating system patches, as well as backup and recovery services. Such systems are typically made available for use 24×7. The customer is responsible for verifying that backups are complete and acceptable. System Administration Services are available during normal university business hours (8:00 AM – 5:00 PM) with scheduled periodic maintenance. Database provisioning and application administration are NOT included in Level 2 hosting.
Level 3: Includes all of Level 2 hosting services, plus database and a pre-defined level of application administration.
Level 4: Includes all Level 3 hosting services, plus off-hour emergency support. Hosted services in Level 4 are typically hosted on the OIT Flexpod hardware providing 24×7 datacenter redundancy and full system failover.
Service levels beyond Level 1 must be negotiated with the OIT Associate CIO for Service Level Management.