Ira A. Fulton Schools of Engineering | Engineering Technical Services

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Server on Demand – MOU

Server-on-Demand

Memo of Understanding (MOU)

Contents

  1. Executive Summary
  2. General Overview
  3. Terms and Conditions
  4. Financial Responsibilities
  5. Party Responsibilities
  6. Performance and Resource Consumption Management
  7. Account Management
  8. Backup and Restore Management
  9. Problem Reporting and Management
  10. Change Management
  11. Contacts for this agreement


Executive Summary

This memo of understanding establishes a starting point for a written understanding about the level of service Engineering Technical Services (ETS) will provide under the Server-on-Demand model. This agreement covers responsibilities for cost, installation, maintenance, backup and on-going support of this service. This document clarifies both parties’ responsibilities and procedures to ensure the customers’ needs are met in a timely manner.

For more information regarding the Server-on-Demand service, please refer to https://ets.engineering.asu.edu/it-support/server-on-demand/

General Overview

General services provided by this agreement include:

Basic Services:

  • Backup and Recovery Services
  • Disaster Recovery Services
  • Base Disk Storage allocation and authorization of 50GB
  • HPC Research Network Connectivity and configuration
  • System Administration
  • VMWare ESX monitoring and performance tuning

Supported Operating Systems:

  • Microsoft Windows Server 2012 R2 (64-bit)
  • Microsoft Windows Server 2016 (64-bit)
  • Red Hat Enterprise Linux 6 (64-bit)
  • Red Hat Enterprise Linux 7 (64-bit)
  • Ubuntu Linux (64-bit)

Windows Operating System Services:

  • Private virtual Windows server
  • Windows Server OS license
  • Microsoft Windows Operating System

Value-Added Services:

  • Additional services installed and configured as requested

Linux Operating System Services:

  • Private virtual Linux server
  • Linux Operating System
  • Apache Web Services – one instance per virtual machine

Value-Added Services: LAMP Stack

  • MySQL database Services
  • Programming languages C, Perl, PHP, Ruby
  • Additional services installed and configured as requested

Services not provided by this agreement include:

  • Computationally intensive computing environment
  • Parallel computing environment
  • Disk Storage over 50GB unless paid for by the customer

Terms and Conditions

Agreement period

This agreement is valid from the date that the Virtual Machine (VM) is provisioned and remains in effect throughout the life span of the services determined at the time of purchase. The agreement will be reviewed annually. As the technology, policy, and environment evolves, ETS will incorporate revisions into the agreement. In the absence of the completion of a review, the current agreement will remain in effect until both parties mutually agree to the proposed changes.

At the end of the Agreement period, the customer will have the opportunity to renew the VM under a new MOU. If the customer decides no to renew, ETS will provide a 30-day grace period to allow the customer to transfer their data. The VM will then be archived for an additional 60 days before it is permanently deleted.

Hours of coverage

The service and support procedures in this agreement are followed from 7:00 A.M. to 6:00 P.M. Monday through Friday, (except on University holidays). ETS provides 24 x 7 on-call support for infrastructure problems. This coverage is designed for emergency issues that arise which might affect the entire SOD environment.

At anytime an issue occurs, you can use the SOD ticket queue to submit a service request.

To report an emergency SOD problem, contact the UTO Helpdesk at 1-855-ASU-5080. Please identify yourself as a Server-On-Demand or S-O-D customer, identify the name of your VM and then indicate what the problem is. Failure to identify you as an S-O-D customer may incorrectly route the service request and delay a solution. UTO Helpdesk will then contact the SOD on-call person. If the on-call person determines that the problem affects the SOD environment, they will start to remedy the emergency.

Service goals and level of support

ETS will assign a liaison to your project and virtual server environment. This person will be your primary contact point for communication, questions, service enhancements and problem resolutions. Your liaison will work closely with you to ensure that you receive the highest level of customer support and satisfaction. The Server-on-Demand email distribution list will be used for general system announcements, outages and information dissemination. The liaison or support team will respond by telephone or email to customers request, questions or problems within 4 hours. See Customer responsibilities for requirements on how customer shall submit issues. A resolution may not be available at the time the ETS contacts the customer, in which case ETS will attempt to estimate the resolution time. See ETS Change Management for planned or unplanned changes to the system and customer notification requirements.

Financial Responsibilities

The customer agrees to compensate ETS a fee based on the configuration table below for the use of services as a one-time virtual server hosting fee. There will be no additional yearly fees or costs. ETS will invoice the research unit or department for the VM and UTO will invoice for the disk storage. Payment is due in full when invoiced.

Term Length 1 Year
Base Fee (1 vCPU/4GB Ram) $ 600.00
Additional vCPU $ 150.00/vCPU
Additional Ram $ 150.00/4GB

ETS also agrees that if for some reason ETS determines within 60 days of provisioning the VM that it is not technologically feasible to accommodate the customers’ requirements under the Server-on-Demand service, that ETS will fully refund the fee to the customer.

Party Responsibilities

Customer responsibilities

Customer agrees to:

    • Follow appropriate MOU procedures.
    • Acknowledges and understands that this is leading edge technology for which technological obstacles requiring diagnosis and mutual cooperation could occur.
    • Work with an assigned liaison.
    • Submit service request online or contact UTO Helpdesk at 1-855-ASU-5080, to submit a request or report a problem.
    • Pay all financial charges associated with services rendered.
    • Pay additional disk storage charges, if more than 50GB is needed.
    • Be aware of and adhere to the ASU Computing Acceptable Use Policy. See http://www.asu.edu/aad/manuals/acd/acd125.html.
    • Be willing and available to provide critical information, within 4 hours of receiving a request for information from ETS, seeking to resolve a customer issue.
    • If customer is interested in ETS providing local customization for value-added services, this will be determined after consultation with a Server-on-Demand expert.
    • Any third party application licenses are the responsibility of the customer.
    • Any content or usage of the content hosted or provided on the Virtual Server is the responsibility of the customer.
    • Ensure that tools required for the proper VM operation stay installed and running (e.g., VMWare Tools).

    • Windows Managed Model
      • ETS assuming system administration role

    • Windows Unmanaged Model
      • Customer assuming system administration role.
      • ETS will retain an Administrator account for emergency purposes.
      • Install, configure, upgrade, secure and maintain server components such as applications and file and print services.
      • Install, configure, upgrade and secure IIS Web Services (if needed).
      • Establish and maintain security access to local file storage and services.
      • Troubleshooting and resolving any security issues due to University Security Incidents. (May result in ETS disabling VM.)
      • Customer assumes responsibility for securing and maintaining the OS including Patches from Microsoft and any Third Party application patches.

    • Linux Managed Model
      • ETS Assuming system administration role.
      • Will not run more than one Apache Web Service per virtual machine.
      • Responsible for database management.
      • Responsible for creating Wiki content management and customization.
      • Responsible for local customizations of value added services.

  • Linux Unmanaged Model
    • Customer assuming system administration role.
    • ETS will retain an Administrator account for emergency purposes.
    • Root access responsibilities, understanding ETS is not responsible for maintaining, securing, configuring the Linux Operating System.
    • If security issues arise, ETS will disable the virtual machine.
    • Install, configure, upgrade, secure and maintain Apache Web Services.
    • Install, configure, upgrade, secure and maintain Tomcat Web Services.
    • Install, configure, upgrade, secure and maintain MySQL.
    • Install, configure, upgrade, secure and maintain Fedora.
    • Responsible for database management.
    • Responsible for creating Wiki content management and customization.
    • Responsible for local customizations of value added services.

ETS responsibilities

Server-on-Demand team agrees to:

    • Server Housing
    • Server monitoring
    • Maintain appropriate full and incremental system backups
    • Vendor notification and follow-up for hardware and software problems
    • System outage notification for scheduled or unscheduled occurrences
    • ETS Change control procedures will be followed for server operating system and application maintenance
    • System problem escalation when system is down
    • Pay for hardware maintenance on underlying physical hardware and storage systems
    • Create and add appropriate documentation to address Customer issues
    • Meet response times associated with the priority assigned to Customer issues
    • Maintain appropriately trained staff
    • Assign a server-on-demand team liaison to your virtual server who is responsible for responding to issue, problems or questions
    • System tuning and file maintenance, as well as any system related work, which affects performance, usage or hardware connectivity
    • ESX Virtualization Administrator Services – create virtual private servers
    • Allocation of 50GB of disk storage
    • Responsible for Backup and Recovery Services
    • Responsible for HPC Research Network Connectivity and configuration of additional HPC purchased disk space
    • Responsible for monitoring and performance tuning
    • Configure established security standards and policies

    • Windows Managed Model
      • Install, configure, upgrade, secure and maintain a supported Windows Operating System
      • System Administration access
      • Install, configure, upgrade, secure and maintain all server components (including third party) such as applications and file and print services
      • Install, configure, upgrade, secure and IIS Web Services (if needed)
      • Responsible for account management and authorization services, using ASUrite accounts
      • Establish and maintain security access to local file storage and services
      • Troubleshooting and resolving any security issues due to University Security Incidents. (May result in ETS disabling VM.)

    • Windows Unmanaged Model
      • Install, configure and secure a supported Windows Operating System

    • Linux Managed Model
      • Install, configure, upgrade, secure and maintain all server components
      • Install, configure, upgrade, secure and maintain a supported Linux Operating System
      • Install, configure, upgrade, secure and maintain Apache Web Services
      • Responsible for account management and authorization services, using ASUrite accounts

  • Linux Unmanaged Model
    • Install, configure and secure all server components
    • Install a supported Linux Operating System with Web and Software Development packages
    • Responsible for account management and authorization services, using ASUrite accounts

Performance and Resource Consumption Management

ETS guarantees to maintain reasonable performance roughly equivalent to a normal, single, state-of-the-art server class system, maintained for network connectivity, number of web hits, etc. If additional multi-server performance is desired, it may be made available for an additional charge. ETS is developing resource consumption and performance measures to aid in determining future service thresholds.

Account Management

ETS uses University ASUrite accounts for granting access to Server-on-Demand services and resources. The customer is responsible for the providing the liaison with a list of user names, ASUrite userids and email addresses for all individuals accessing the VM system. This request is done by emailing your liaison.

Backup and Restore Management

ETS uses NetApp Snapshot technology for backup and recovery of data.

  • Schedules: Snapshots occur daily between midnight and 6:00am.
  • Recovery: Recovery of a server is available with the assistance from the Server on Demand Team.
  • Retention: The retention period for snapshots is 2 weeks.

Problem Reporting and Management

For technical problems or questions: Create a service request online or contact UTO Helpdesk at 1-855-ASU-5080

Change Management

Change management refers to any event that alters the existing state of a customer’s SOD services, including software, hardware, networks and facilities. Some change management is planned while others are unplanned. The goal for change management is to understand the risks associated with the change and minimize impact to the customer.

All Change Management requests will follow the ASU Change Management Process.

Daily M – F 4:00 am – 6:30am
Weekly Friday evening 6:00pm – 2:00am
3rd weekend of every month 6:00 AM Sat – 6:00 AM Sun (24hr)

Change Type

Impact

Customer Notification

Example

Pre-approved

Pre-approved changes are considered routine. They will proceed to the scheduling phase immediately.

Server-on-Demand team will send email notification and post changes on web page 7 days in advance.

Installing security patch on a supported Windows Operating system.

Low impact

Minor changes affect relatively few clients or are expected to cause minimal impact.

Server-on-Demand team will send email notification and post changes on the web page 14 days in advance. Customer must confirm notification.

New Windows OS or version upgrade to research tools and applications.

High impact

Major changes affect or have the potential to affect large numbers of clients, involve risk to the normal operation of significant technology systems, or require lengthy outages of critical systems.

Scheduled Stage

When a Low Impact Change is scheduled, a Notification of Scheduled Change will be sent to each member of the UTC and the TAG and will be posted in the appropriate section of ASU

System Health (http://systemhealth.asu.edu).

Post Implementation

Once a Low Impact Change has been implemented, a Notification of Change Implementation will be sent to each member of the UTC and the TAG and will be posted in the appropriate section of ASU System Health (http://systemhealth.asu.edu).

 

Emergency

Emergency changes are those undertaken in the event of an unforeseen circumstance in order to restore the normal operations of ASU technology systems. Due to the urgent nature of these changes, they are not able to follow the standard change implementation timelines or notifications.

Post Implementation

Whenever an Emergency Change is implemented, a Notification of Change Implementation will be sent to each member of the UTC and the TAG and will be posted in the appropriate section of ASU System Health (http://systemhealth.asu.edu).

Virus attack on the network.

Contacts for this agreement

Denise Felsenthal is the ETS contact regarding policy or terms of changes to the Memo of Understanding. Denise Felsenthal is the primary administrative contact. Veronica Lupampa is the financial contact and is responsible for all budgeting and accounting processes.