EITS responsibilities
Infrastructure Management
- Configuration and updates to hardware, firmware, and virtualization software.
- Hardware troubleshooting, diagnosis, and resolution.
- Service performance and availability monitoring.
- Documentation of configuration and maintenance procedures for the hypervisor environment.
- Delegating appropriate access levels for client systems administration.
- Maintaining internal and external network connectivity for the virtual desktop environment.
- Installation and updates of hypervisor-related tools.
- Application of all patches and updates to the guest operating system and any software installed on it.
Support and Communication
- Providing proactive communication and support to clients.
- Normal Support: Available Monday – Friday, 8:00 AM – 5:00 PM (excluding University holidays and closures).
- Emergency Support: Maximum one-hour response time for emergencies or service outages during standard business hours.
- Extended Support: Best-effort response outside of standard business hours, following EITS on-call procedures.
- Security: Timely response to all security concerns.
- Licensing: Renewal of all support agreements covering EITS-installed software and/or OS licensing.
- Basic Client Support: Providing basic support for the client OS and applications within the SecureVDI.
- Network Requests: Submitting initial and ongoing firewall and proxy exception requests and renewals.
- Backup and Restore: EITS backs up all infrastructure and images, but not any data stored locally within the VDI itself. Clients needing to save or share data should utilize our Secure IFS service.
Client responsibilities
- Contact Information: Providing EITS with a business contact for billing and a technical contact for service-related issues. You must also inform EITS of any changes to this contact information.
- Software Agreements: Renewing all necessary support agreements for software you purchase and EITS installs on your virtual desktops.
- Remote Desktop Image Management (RDI): All SecureVDI clients must acquire and pay for one Remote Desktop Image Management service from EITS-CTS per Virtual Desktop Infrastructure environment.