Data Storage Management

Base Level Services: 
  • Installation, configuration and maintenance of storage arrays; installation, configuration and maintenance of datacenter storage networks (both fiber and iSCSI).
  • Storage capacity planning; configuration and management of data replication based on classification or customer request; based on customer written specifications for service and schedule information.
Service Level: 

Service Request Response:

Service Request Description Response Design and Assessment
Routine Request Non-incident request for volume addition, deletion, replication, snapshot or other changes 4 business hours 2 business days

 Incident Response:

Severity Description Response Resolution
Storage System Down A production storage system is unavailable 30 minutes 4 hours
Critical Incident An incident impacting one or a few users that has a major impact on production operations 1 hour 8 hours
Routine Incident An incident impacting non-production service or minimal to no impact on production operations 1 business hour 8 business hours
Services Not Included: 
  • Support for servers or storage systems outside of an ITSS-managed data center
  • Any clinical, practice management, research or other local systems at UNTHSC.
Customers Served: