Hardware or VM provisioning; OS installation; role enablement, service and role enablement’s have been done; arrange for backups of the server; setup appropriate firewall rules; setup appropriate IPsec rules; communicate the security information about the server to the appropriate department contact; provide access to user department.
Virtual Server provisioning in less than 30 minutes for basic, non-managed VM server during business hours.
Physical or Virtual Server availability 99.172%, 24x7, less planned downtime. Planned downtime for production environments is 12 hours every quarter scheduled to minimize any disruptions.
|Severity||Description||Response Objective||Resolution Objective***|
|Production Server Down||A production server is either offline or is causing a production service to be unavailable for the entire system||30 minutes||4 Hours|
|20+ People out of service||A production service unavailability is impacting more than 20 users||1 Hour||6 Hours|
|Critical Incident||An incident impacting one or a few users that has a major impact on production operations||4 Hours||8 Hours|
|Routine Incident||An incident impacting nonproduction service or minimal to no impact on production operations||4 business hours||8 business hours|
|Routine Request||Non-incident request for OS/patch/applicat ion installation,server restart or other changes||8 business hours||3 business days|
*Actual resolution depends on nature of the outage and potentially vendor availability.
Purchasing of application software/licenses, and any clinical, practice management, research or other local systems at UNTHSC.