Managed Application and Platform Level Services | Information Technology Services

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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)
Monitoring**	Included	Included	Platform only	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	Available at hourly rate	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	Included at hourly rate	Included at hourly rate
OneIT Governance Approval Required	Yes	N/A	N/A	N/A
Hourly rate for staff time	$125	$75	$75	$75
Service contact	its-ei-cas@iowa.uiowa.edu	its-ei-sas@iowa.uiowa.edu	its-ei-tps@iowa.uiowa.edu	its-ei-tps@iowa.uiowa.edu

* - Platform costs vary. On premise base VM cost is $70/month. Details at https://its.uiowa.edu/support/article/100432.
** - Changes planned in the future
*** - 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.

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