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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 at https://its.uiowa.edu/support/article/100432.
** - 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.

 

Current Status

There are currently no alerts.

Maintenance

Services scheduled for maintenance over the next 7 days. Please refer to the calendar view of alerts for a complete schedule.
There is currently no planned maintenance.

Past 90 Days

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