University Information Technology Services
Enterprise Infrastructure Division
proudly presents
Smart Administration Services
What are Smart Administration Services?
SMART Administration Services, provided by the Enterprise Infrastructure Division of UITS, are best described as comprehensive, complimentary
technology services for the University virtualized hosting environment. It is the intent of SMART Administration Services to simplify the day to day
operations of departmental technology professionals by off-loading repeatable, operational activities to UITS EI. Built within the framework of the
nationally acclaimed Intelligent Infrastructure (II), Smart Administration Services provides operating system administration support for both Microsoft
Windows and RedHat Enterprise Linux as well as database administration services for Oracle, Microsoft SQL Server and My SQL.
What types of Smart Administration Services are offered?
Smart Administration Services are currently offered in two basic forms, namely, System Administration (SA) and Database Administration (DA)
services. Leveraging the University’s deep server administration expertise, technology professionals have an option to offload common operational
activities such as operating system installation, database installation, security patching, backup and monitoring.
You pick how much server administration or database administration services you want and need. Server administration is provided by the Enterprise
System Administration (ESA) and database administration is provided by the Database Administration (DBA) units within the Enterprise Infrastructure
Division of UITS. Both units are prepared to customize the level of support you require. When you choose to purchase DA services, the SA services are
automatically included (ESA manages the DBA servers). You can also choose to only purchase SA services.
How to engage Smart Administration Services?
You can engage UITS EI Smart Administration Services by contacting either
Dan Young (Manager of Enterprsie Database Administration) – youngdj@iu.edu
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or
Denise Craig (Manager of Enterprise System Administration) – dmcraig@iu.edu
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University Information Technology Services
Enterprise Infrastructure Division
Smart Administration Services
Service Offerings
SMART Administration Services, provided by the Enterprise Infrastructure Division of UITS, are best described as
comprehensive, complimentary technology services for the University virtualized hosting environment. It is the intent of
SMART Administration Services to simplify the day to day operations of departmental technology professionals by off-loading
repeatable, operational activities to UITS EI. Built within the framework of the nationally acclaimed Intelligent Infrastructure
(II), Smart Administration Services provides operating system administration support for both Microsoft Windows and
RedHat Enterprise Linux as well as database administration services for Oracle, Microsoft SQL Server and My SQL.
SYSTEM ADMINISTRATION CORE
SERVICES
Enterprise
Redhat Linux
(5.X & 6.X)
Windows
2008 R2 &
Windows
2012
Supported Hardware Platforms and
Specifications
Notes:
Assumes VMs have been purchased through IU Intelligent
Infrastructure.
Processors
OS Max
OS Max
Platform Dependent
RAM
OS Max
OS Max
Platform Dependent
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Disk Space
Unlimited
Unlimited
Installation Services
Define, Document, Recommend and Review VM build
specifications
Install Operating System
To IU standards and best practices.
Apply current OS security patches
As applicable, identified by IU WSUS and determined by
Microsoft and IU RHEL repository
Install and setup up local host and Network (NOC)
firewalls
To IU standards and best practices
Request and obtain server IP and DNS
Request, evaluate and resolve issues relating to
initial UISO security scan
Install and patch any Windows or Linux OS products,
as required by the customer
Windows products such as but not limited to Print Server,
Terminal Server and IIS
Linux products within the IU RHEL repository.
SYSTEM ADMINISTRATION
MAINTENANCE SERVICES
Administration Services
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Ongoing maintenance of Operating System
Perform Annual Disaster Recovery Testing
Performed on selected number of DR restores on
production environment virtual machines using SAV DR
snapshots
Monitor server logs and resolve errors impacting
system availability.
Resolution to be jointly completed by the Customer and
UITS EI
Provide Production System Troubleshooting and
Critical Issue Resolution
All Hours with 1 hour response.
Critical being defined as a production system which
is unavailable, unusable or presenting data privacy
concern.
Provide Production/Test/Development
Troubleshooting and Non-Critical Issue Resolution
Normal Business Hours (8am to 5pm), with 4 hour
response subject to normal issue submission and resolution
procedures
Provide Server OS Level Performance Tuning
Memory, I/O, CPU, etc
Provide VM Cloning for the support of Systems
Development.
For Development/Test/Production Systems; applicable to
Linux environments only
Provide ESA liaison who will be appointed to be
point of contact for customer
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Provide a way to submit requests for assistance via
IU Footprints ticketing system for tracking.
Security Services
Application of Operating System patches and
upgrades
Adhere to current UITS EI standard patching schedule
Review and evaluation of monthly scheduled UISO
security scans
Resolution to be jointly completed by the Customer and
UITS EI
Account Management
Completed in partnership with Account Management Team
and Customer. This only pertains to server access.
Application access is the responsibility of the customer.
Network Based Access Filtering
Commonly known as 'IP Filtering'
Configuring Encryption Technologies
Completed in partnership with UITS EI and Customer, per
customer requirements.
Backup Services
If TSM backup option was purchased via IU Intelligent
Infrastructure.
Installation and maintenance of TSM Client
Provide setup of cross-site, replicated backups
Monitoring of nightly backup and issue resolution
Enterprise Infrastructure Smart Administration Services – FY 2013-2014
Resolution to be jointly completed by the Customer and
UITS EI
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DATABASE ADMINISTRATION CORE SERVICES
Oracle
(11G)
Sql Server
(2008 ,
2012)
MySQL
(5.0)
Supported Hardware Platforms and Specifications
Notes:
Assumes VM purchase through IU II
and that ESA Core Services have been
provisioned.
Processors
OS Max
OS Max
OS Max
Platform Dependent
RAM
OS Max
OS Max
OS Max
Platform Dependent
Database Size
Unlimited
Unlimited
~200MB
Virtualized Windows
Virtualized Linux
Installation Services
Define, Document, Recommend and Review Database
Installation Specifications
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Install RDBMS according to RDBMS Vendor Specifications
Validate RDBMS connectivity and operation
Install database monitoring scripts and integrate with
centralized alerting services.
Monitoring includes: System
Availability, Processor Utilization,
Physical Memory and Storage
Capacity
Automated Workload Reporting (AWR) and/or database
monitoring access via Confio Ignite
DATABASE ADMINSTRATION MAINTENANCE
SERVICES
Administration Services
Create, Configure and Schedule RDBMS Backup Scripts, per
Customer Specifications.
Perform Annual Recovery Testing
Monitor RDBMS System Logs and resolve critical errors
impacting system availability.
Monitor and provide consultation regarding non-critical
messages or errors with the RDBMS System.
Resolution to be jointly completed by
the Customer and UITS EI
Provide Production System Troubleshooting and Critical Issue
All Hours with 1 hour response.
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Resolution.
Critical being defined as a production system which is
unavailable, unusable or presenting data privacy concern.
Provide Production/Test/Development Troubleshooting and
Non-Critical Issue Resolution
Normal Business Hours (8am to 5pm)
with 4 hour response subject to
normal issue submission and
resolution procedures.
Perform RDBMS Vendor Management Activities, including
creation of Service Requests, License Management, etc.
Server Level Performance Tuning
Memory, I/O, CPU, etc.
Database Cloning and Data Migration for the support of Systems
Development.
For Development/Test/Production
Systems.
Security Services
Install applicable RDBMS Software Upgrades and Patches
During Standard, Scheduled
Maintenance Windows.
Database Account Management
Completed in partnership with the
Service Owner as appropriate
Network Based Access Filtering
Commonly known as 'IP Filtering'
Configuring RDBMS Encryption Technologies
Network and Data Encryption, per
customer requirements.
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Maintain central repository and connection file template for
Client Connectivity.
Centralized TNS Names and Oracle
Internet Directory
Optional SMART Database Administration Services
The services noted in the matrix below are not part of the general monthly services offered by the Enterprise Database
Administration team. However, the team can bring certain expertise to the services noted below when requested by the
customer, with fees for service charged on an hourly basis in addition to the standard monthly rates.
OPTIONAL DATABASE SERVICES
Oracle
(11G)
Sql Server
MySQL
(2008, 2012) (5.0)
Notes:
Service
Application Performance Tuning (SQL Based Query Tuning)
Enterprise Infrastructure Smart Administration Services – FY 2013-2014
Ultimately, the Application
Service Owner is responsible
for the design and performance
of SQL executed against the
RDBMS.
The Database Administration
team can assist in these
activities, particularly in the
identification of long running
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queries,
but cannot be responsible for
performance over which we
have no design or control.
Automated Shell Script Development and Schedule Advising
(CRON, BRTE.)
Data Modeling and Design. (Best Practices)
RDBMS Procedure Development (Functions, Procedures, etc.)
Client Connectivity Software (Application Server)
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Includes the Oracle Customer,
JDBC/ODBC connectivity and
Cobol Pre-compilers.
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SMART Administration Service Pricing

The following is the pricing model for the services listed in the matrixes above. The pricing is “per virtual server” and
would be in addition to the traditional IU II virtual system and backup service fees.
Core Services
(one time setup fee)
Smart System Administration Services
Smart Database Administration
Services
$420
(up to 4 hours labor)
$640*
(up to 4 hours labor)
* Includes Smart System Administrative
Services
Maintenance Services
(monthly fee)
$110 / month
(up to 2 hours labor)
$240 / month*
(up to 2 hours labor)
Optional Services
(hourly fee)
$85 / hour
$85 / hour
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SMART Administration Service Terms
Smart Administration Service Terms (SMART)
Termination of
Services




Consulting and
Troubleshooting
Services






Problem Resolution

Either the customer or Smart Administration Services may terminate this agreement with 60
day notification.
Upon termination of SMART, the administrative teams will assist the customer in moving the
SMART system to a customer designated location. This process will minimally include securing
a new IP address, VLAN modifications and updating network firewall rules.
Optionally, for SMART database systems, an appropriate RDBMS export or backup file will be
produced to allow the customer to easily migrate the data from a SMART system to a customer
managed system.
At completion of the termination process, all SMART administrative scripts, processes and
access will be removed with formal customer acknowledgement that the customer has taken
full responsibility for administrative activities.
Consulting and troubleshooting services are available upon request to SMART Administrators.
Response time will vary based upon personnel resources and volume of pending requests.
In general, all customers will receive the same priority for consulting services.
SMART Administrators reserve the right to reprioritize pending requests for services as
circumstances may require.
There is no additional fee for routine consulting and troubleshooting up to the monthly limit of
2 hours.
Extensive consulting and troubleshooting services beyond the noted monthly limit may result
in additional fees. Additional fees will be communicated with and agreed to by the customer in
advance of rendering services.
If a SMART system experiences a problem identified as critical (i.e. A production system is
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deemed unavailable, unusable, or presenting data privacy concern), a designated customer
contact may immediately notify the SMART Administration Team as noted in the ‘SMART Issue
Notification Guidelines’ section below. Critical issues are applicable to production systems
only.
Data Backup and
Restoration

In the event of a non-critical application or server issue, the customer must first consult the
internal application service support personnel in attempt to resolve the situation. If the
problem cannot be resolved by the customer's internal support personnel and the issue is
believed to be operating system or database related, the customer may contact SMART
Administrators for assistance as noted in the ‘SMART Issue Notification Guidelines’ section
below. Problem reports made between the hours of 8am and 4pm on a standard business day
will be investigated on that same business day. Problems reported outside of normal business
hours will be investigated as quickly as possible on the next business day.

When customers or users report a problem, the following information is needed:
o Identify that the virtual server is part of the II SMART Environment.
o Include the name of the virtual server and the application.
o The name, email address, and phone number of who to contact during
troubleshooting.
o A description of the problem, including details such as:
o The complete URL to the problem page.
o The UNC path to the share containing the file with the problem.
o The server and database name if the problem is a database connection.
o A description of the aberrant behaviors.

The IU II utilizes FalconStor Virtual Tape Libraries and Tivoli Storage Manager (TSM) for
system backup and restoration.


TSM backups are used to backup data volumes only with the following defaults:
Files on file shares (volumes not located on Disk 0) are backed up as follows:
o First, TSM copies all your files and keeps that copy of each file until you modify or delete
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
Maintenance
Security
it.
o The previous 13 versions of your files are each kept for 30 days from the day a new
version is created.
o When you delete a file up to 13 versions are kept for 30 days, as above, and the last
version is kept for 60 days.
o Backups are first written to disk and then written to 2 tape pools. One tape pool is
stored in Indianapolis and one is kept in Bloomington.
Backups of files located on Disk 0 (OS disk) are backed up only at the request of the customer.

General Maintenance
o When necessary, maintenance to development and pre-production systems will occur
on Tuesdays between 12:00 PM and 5:00 PM. Maintenance to production systems will
generally occur on any Sunday of the month between 12:00 AM and 8:00 AM.

Emergency Maintenance
o Emergency maintenance will occur as needed. The first priority will be to prevent
service loss or to restore service. Consequently, emergency maintenance may be
performed without advance notice to customers. Customers will be notified of the
emergency maintenance as soon as possible, before or after the event, as the situation
allows.
o SMART Administrators are on call 24 hours a day, 7 days a week. During an emergency
the administrators will give their best effort to restore service, however, there is no
guaranteed response or recovery time during an emergency.

System Security Patching Maintenance Activities
Linux Systems:
o If necessary, security updates to non-production servers will occur every Tuesday and a
reboot of the servers will occur between the hours of 5am and 6am on Wednesday. If
necessary, security updates to production systems will occur the second Sunday of the
month between the hours of 12:00 AM and 8:00 AM. As a matter of standard practice, a
system reboot occurs between the hours of 5:00 AM and 6:00 AM during the second
Sunday maintenance window. The servers or affected services will be down for only the
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amount of time necessary to update the system files and restart the machine.
Windows Systems:
o If necessary, security updates to non-production servers will occur on the Wednesday
following the second Tuesday of every month between 12:00 PM and 5:00 PM. If
necessary, security updates to production severs will occur between 12:00 AM and 8:00
AM the following Sunday. The servers or affected services will be down for only the
amount of time necessary for the updates – usually for only a few minutes.


Environment
Architecture

Application Security Activities
o Applications hosted within the IU intelligent infrastructure and machine rooms are
subject to security scanning by the University Information Security Office. The customer
is responsible for requesting and fixing vulnerabilities revealed by a security scan. The
customer is strongly encouraged to request application scan prior to the introduction of
a system into the production environment and following any major code upgrades or
changes.
o The University Information Security Office reserves the right to audit the security of any
system residing in its facilities, through periodic security scans. Per Policy IT-12
“Proactively seek out and apply vendor-supplied fixes necessary to repair security
vulnerabilities, within a timeframe commensurate with the level of risk (i.e., within 24
hours for high-risk, with 48 hours for medium-risk, and within 72 hours for low-risk).”
Application Security Compromise
o If a customer system experiences a security compromise, SMART Administrators will
immediately remove the system from the network and notify the customer. Network
access to the system will not be restored until the customer and SMART administrators
have resolved the situation and the resolution has been certified by the University
Information Security Office.
Minimally, SMART customers are required to have one pre-production environment and one
production environment of identical configurations. Customers may also have additional
environments, such as ‘development’, ‘sandbox,’ etc. at their discretion.
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SMART Administration Service Issue Notification Guidelines
When problems arise, customers should contact SMART Administrators as follows:
Normal Issue
Notification Protocol
System Administration Support
Database Administration Support
During normal business hours, 8:00 AM – 4:00
PM, service or problem requests should be
submitted via the web at:
ESA Service Request
During normal business hours, 8:00 AM – 4:00
PM, service or problem requests should be
submitted via the web at:
DBA Service Request
The description of the request should contain
the following information:
The description of the request should contain the
following information:








Critical Issue
Identify that the virtual server is part of
the II SMART Environment.
Include the name of the virtual server
and the application.
The name, email address, and phone
number of who to contact during
troubleshooting.
A description of the problem, including
details such as:
The complete URL to the problem page.
The UNC path to the share containing
the file with the problem.
The server and database name if the
problem is a database connection.
At any time, in the event of a critical
Enterprise Infrastructure Smart Administration Services – FY 2013-2014
A description of the problem, including details
such as:
 The complete URL to the problem page.
 The UNC path to the share containing the
file with the problem.
 The server and database name if the
problem is a database connection.
 A description of the aberrant behaviors.
 The name, email address, and phone
number of who to contact during
troubleshooting.
At any time, in the event of a critical production
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Notification Protocol
production issue, a page can be issued by
contacting Computer Operations at 812-8559910 and requesting an ESA Page.
issue, a page can be issued by contacting
Computer Operations at 812-855-9910 and
requesting a DBA Page.
Customer’s Scope of Responsibilities:
When you subscribe to UITS EI SMART services, the customer assumes full responsibility for the installation and security of
the applications and data residing within the environment as well as for any end user support. The customer responsibilities
and/or requirements include:
Customer Responsibility
Funding
Responsibility Description
A fiscal account contact and account number needs to be
established prior to the beginning of any services. It is
expected that upon any changes to either account number or
account contact will be communicated to UITS EI.
Designated Contacts
The customer must designate at least one individual as
contact for all matters related to the use of this service. UITS
EI or Data Center Operations will only act upon requests
made by or approved by the designated contact. A list of
designated customer personnel with contact information (email and phone numbers) will need to be provided to UITS EI.
It is expected that these contacts will be updated upon any
personnel or responsibility changes.
Active Directory Services (ADS) Group
An ADS group needs to be requested, created and maintained
by the customer. This group will be used to grant user access
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to the enviroment.
VPN Group
A VPN group needs to be requested and maintained by the
customer. This VPN group will be used to grant
computer/workstation access to the server(s).
Access to the Environment
The customer is completely responsible for controlling access
to the software application and associated workspace.
Data Management
Data management, as prescribed by university policies and
state and federal laws and regulations in respect to protection
of, access to, and confidentiality of institutional or personal
data residing on or processed by the system, is the
responsibility of the customer.

Assure you are not storing the following personal
information anywhere in your workspace without
approval of University Counsel, Internal Audit, the
University Information Security Office, the University
Information Policy Office and the University Data
Stewards.
o
o
o
o
o
o
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Social Security Numbers
Credit card numbers
Financial account numbers
Debit card numbers
Security codes, access codes and passwords
Driver’s license numbers
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o State identification card numbers
o HIPAA Regulated Data
Application Installation & Maintenance
The customer is responsible for the installation and security
of the software application. If specific software licensing is
necessary to execute the application, the license must be
obtained by the customer. Once the application is installed,
the customer will be responsible for obtaining and applying
security and maintenance updates as necessary.
The customer is responsible for the installation and security
of any third-party software required by the application.
Application End User Support
The customer is responsible for providing the application end
user support.
Application Security
The customer is responsible for applying appropriate
industries data security practices and responsibilities in
accordance with UISO policy.
The customer is responsible for having their application
scanned by the UISO application scanner.
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