Enterprise Windows System Administration

The Enterprise Windows Team offers server administration services for servers located in the Data Center. There are three levels of system administration:

Bronze — business hours support, low-level system management;
Silver — extended business hour support, mid-level system management;
Gold — 24 hour support, high-level system management for redundant, highly available system architectures.

Dedicated Service Level Agreements	Bronze	Silver	Gold
Set-up Hours	5	6	6
Custom Configuration	Additional	Additional	Additional
Annual Hours	12	24	48
Annual Software Renewal	$75	$75	$75
Monthly Monitoring	Included (email notification)	Included (email notification)	Included (Email and page notification)
Metrics	N/A	Included	Included
OS Support/Patches	Included	Included	Included
Security	Included	Included	Included
Hardware maintenance contract	Customer Funded	Customer Funded	Customer Funded
Firewall Standard	Included	Included	Included
Firewall Custom	Additional	Additional	Additional
Support Hours	M-F, 8-5	M-F, 7-7	24x7
Guaranteed Response Window	4 business hours	2 business hours	1 business hour
Designated Maintenance Window	2nd Sunday 6 am – noon	2nd Sunday 6 am – noon	2nd Sunday 6 am – noon

OS Patching

All server administration packages include OS patching. Patches are reviewed for their criticality as they are released by Microsoft. Routine patches are applied on a quarterly basis in order to minimize server outages. Security patches deemed critical by the Enterprise Windows Team are applied within 3-4 work days. Customers are notified via email before patches are applied. Patches are first applied to DEV and QA environments so customers can test applications and services. If there are no reported problems, patches are then applied in PROD environments.

Security and Monitoring

Servers are physically secured in the Data Center in locked cabinets. Logical and network access is restricted by CalNet ID. All server administration packages include management of the hardware firewall, Cisco Security Agent application firewall, and Symantec Managed Anti-Virus software. All servers are monitored with Microsoft Operations Manager and IPMonitor according to the Service Level Agreement for the SA package.