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Server Support
Service is for Faculty and Staff
CUMC IT Server Support can provide services for administering and maintaining your servers in our highly secure and reliable data centers or in your own facilities. Server Support’s team of certified and experienced system and network administrators have proven expertise in maintaining servers from Dell, IBM and HP with operating systems such as UNIX, Linux, Windows and administering Active Directories.

Service Description
Standard Server Support Services provided by Server Support include:

  • Administering and maintenance of servers
  • Infrastructure management
  • Operating system management and support
  • Server hardening
  • Data and Operating System Backups: Incremental daily and full weekly. Full backups are stored off-site with Iron Mountain
  • Server security monitoring
  • Installation of upgrades, patches and enhancements
  • Coordination for network support with CUMC IT’s networking group – CORE
  • Coordination for security such as intrusion detection with CUMC IT’s Security Group
  • Virus scanning
  • CUMC IT Service Desk initial call support during normal working days and weekends

Using the Service
For basic assistance or to report any issues please contact the CUMC IT Service Desk:
Phone extension 5-Help (212-305-4357), option 5
Email 5help@columbia.edu


Requesting the Service
Please click here to initiate an email request via the Remedy Service Desk ticketing system.

Availability and Hours
  • This service is available 7 days a week, 24 hours a day. Scheduled and emergency maintenance may require occasional downtime.
  • Technical Support is available during the CUMC IT Service Desk's hours of operation:
    • Monday through Friday - 7:30am to 7:30pm
    • Saturday - 9am to 5pm
    • Sunday - 10am to 6pm

Cost
Standard Server Support rate per server is $6,725.00 per year. For additional rate information please click here to initiate an email request via the Remedy Service Desk ticketing system.

Related Services and Links
Application Support Collocation Services
Shared Server Services
Domain Services
Professional Server Services

Owning Group
CUMC IT Server Support

Service Level Agreement
Severity Level Target Response Time Definition
Emergency Less than 30 minutes High-impact problem where business is continuing but is significantly impaired
High Less than 2 business hours Time-sensitive issues important to productivity or causing a significant customer concern
Normal Less than 8 business hours Issue that does not have significant current business impact.  For example; software installation or long-term request resolution that may require assistance from outside of CUMC
Low Less than 2 business days This is a request for new install and/or new access and/or an external hardware or software vendor is involved in resolution

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Last updated 12/15/2011

 
 
 
 
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