Server Virtualization Services

Texas A&M IT server virtualization services provide infrastructure to host servers and services in a virtual server environment. This service is based on the VMware suite of virtualization products, and is available to any Texas A&M University college or department, or approved affiliate.

Services

The following provides a summary of base services provided as part of the Texas A&M IT server virtualization services:
Virtual machine creation: create virtual machine to customer's specifications for memory, CPU reservation, disk space and supported OS.
Backups: perform weekly snapshots of only the first disk attached to each virtual machine (usually the Operating System disk) for disaster recovery purposes.
Infrastructure monitoring: 24/7/365 monitoring of virtualization infrastructure, including on-call service and response to events.

Service Availability

Normal Service Availability
Texas A&M IT server virtualization services are available for customer use 24 hours per day, seven days per week, all days per year, excluding scheduled maintenance periods.

Problem Reporting and Change Notification
Texas A&M IT will notify customers of general and widespread events using the IT Alerts website. A mailing list will be maintained by Texas A&M IT to include contact information provided by customers.
Subscribers may report issues or problems through Help Desk Central at helpdesk@tamu.edu or 979.845.8300

Key Service Indicators

The following provides a description of the key service level objectives defined by this service level agreement:
Overall availability: percentage value of service availability (infrastructure).

  • Performance target: 99%

Customer satisfaction: percentage of positive responses to customer satisfaction questions in periodic surveys.

  • Performance target: 90%

*Overall availability is calculated as the hours the service is available in the reporting period divided by the total hours in the reporting period. This percentage reflects scheduled and unscheduled downtime.

Other Party Responsibilities

In addition to the services provided by Texas A&M IT, subscribers of this service and identified owners/administrators agree to adhere to applicable Texas A&M Rules & Regulations and Acceptable Use Policies.

Help Desk Central (HDC) responsibilities include call logging and dispatch to Texas A&M IT Infrastructure Systems & Services operational support. HDC is not able to provide telephone technical support for this service.

Texas A&M IT support staff is responsible for maintenance of the service infrastructure. This includes physical hardware and dependent systems such as storage and the internal network. This team is also responsible for service, security and performance monitoring, and infrastructure backups. Disaster recovery planning (for the major infrastructure components), hardware maintenance, storage planning and strategic planning for the service also are responsibilities of CIS.