Managed Application and Platform Level Services
Managed Application Services team in ITS (ITS-EI-MAS) provides several Managed Application and Platform Level Services to meet the needs of campus. If you're unsure which service would be the best fit for your needs, please use the decision flowchart below as a starting point. The matrix below provides additional, more granular detail on our offerings. If you have a critical service where you want to request Core Application Services (CAS), please contact that team at its-ei-cas@iowa.uiowa.edu. If you have general questions on the managed application services offered, please feel free to contact its-ei-mas@iowa.uiowa.edu for more information or to request a free consultation.
Feature | Core Application Service | Specialized Application Service | Co-Managed Service | Customer Managed Service |
| Application focused Sysadmin | Two ITS staff | One ITS staff | Customer only, no EI admin | Customer only, no EI admin |
| Available Platforms* | Cloud, Physical Hardware, VM | Cloud, Physical Hardware, VM | Physical Hardware, VM | Cloud, Physical Hardware, VM |
| Permitted Data Classifications (Restricted and Critical may require approval from ISPO) | Public (I) University Internal (II) Restricted (III) Critical (IV) | Public (I) University Internal (II) Restricted (III) Critical (IV) | Public (I) University Internal (II) | Public (I) University Internal (II) Restricted (III) Critical (IV) |
| Root or Admin OS access by customer | No | Temporary via workflow | Yes, 24x7 | Yes, 24x7 |
| Monitoring | Included | Included | Available** | Platform only |
| Alerting | Included | Included | Customer responsibility | Customer responsibility |
| Automated Alerting Hours (available range) | 24x7 | 06:00-20:00 (CT) Business Days | N/A | N/A |
| Support Hours | 24x7 | 06:00-20:00 (CT) Business Days | 24x7 (Platform only) | 24x7 (Platform only) |
| 24x7 Application Support Available | Included | Available**** | N/A | N/A |
| Alert response goal | 60 minutes or less | 60 minutes or less | 60 minutes or less | 60 minutes or less |
| File level backups | Included | Included | Included | N/A |
| Test Server Configuration | Required | Recommended | Available | Available |
| Development Server Configuration | Available | Available | Available | Available |
| OS Security updates | Included | Included | Included | Customer responsibility |
| Application Updates | Included at hourly rate | Included at hourly rate | Customer responsibility | Customer responsibility |
| Application level troubleshooting | Included at hourly rate | Included at hourly rate | Customer responsibility | Available at hourly rate |
| TLS certificate management | Included at hourly rate | Included at hourly rate | Customer responsibility | Customer responsibility |
| Network Load Balancer support (F5) | Available | Available | Available***** | N/A |
| Managed host level firewall rules | Included | Included | Included | Customer responsibility |
| Coordinated ISPO firewall rules | Included | Included | Customer responsibility** | Customer responsibility |
| VM Snapshot management (VM platform only) | Included | Included | Included | Included |
| Consulting*** | Included at hourly rate | Included at hourly rate | N/A | Included at hourly rate |
| OneIT Governance Approval Required | Yes | N/A | N/A | N/A |
| Hourly rate for staff time | $125 | $95 | $125 | $95 |
| Service contact | its-ei-cas@iowa.uiowa.edu | its-ei-sas@iowa.uiowa.edu | its-coman-support@iowa.uiowa.edu | its-ei-tps-sysstor@iowa.uiowa.edu |
* - Platform costs vary. On premise base VM cost is $70/month. Details on the Virtual Server Pricing page.
** - EI-SAS does not monitor individual co-managed systems outside of ensuring system availability for OS patching. Monitoring can be configured by the customer using our Prometheus service.
*** - Initial project consulting or intake is FREE. Fee is for project execution or in-depth support assistance.
**** - Support outside of standard support hours provided at $125/hour. Support requests outside of normal business hours must be initiated by customers by contacting the ITS Help Desk.
***** - Those customers who wish to use the F5 to load balance their application should contact EI-SAS who can assist at their hourly rate.
Overview
Fees
See matrix on this page for additional pricing information.