IT Connect

Information technology tools and resources at the UW

Managed Workstation Service

Service Description

The Managed Workstation Service (formerly Nebula) provides workstation management and assistance along with a core set of services that users of workstations typically find valuable. Managed Workstation provides management for Windows. Managed Workstation provides consulting assistance to both Windows and Mac OS X computers. There are optional service options at additional cost.

Managed Workstation Services is an excellent option for clients who would like the management and user benefits of being in a well-managed environment without the technical burdens. Service levels and rates allow flexibility in managing and reducing your information technology (IT) costs.

Workstation management consists of:

  • Providing a hard drive image of a standard operating system1 and supported software (Microsoft Office, Adobe Reader, and antivirus software)
  • Operating system updates and troubleshooting
  • Centralized software deployment to workstations (Windows only)
  • Anti-virus software installation and maintenance

Workstation assistance consists of basic helpdesk support, which typically means assistance for common problems.

Additional services that are included in the core package2 are:

1 OS support capabilities are clearly defined in the Operating System and Browser Support document.

2 What is included in the Managed Workstation Services rate vs. what is an additional cost via the consulting service option is covered in detail in the What Does the Managed Workstation Rate Include? document.

Service Options

Services which are available at additional cost are:

  • Managed Workstation file services, including both shared and home directory space. Managed Workstation file services are automatically backed up and there is a self-service file restoration capability provided
  • Windows file services. Capacity and continuity for this option are limited, but it does provide self-service access control and other unique advantages over the Managed Workstation file service.
  • Managed Workstation consulting consists of workstation or other helpdesk assistance that goes beyond basic support. Typically this is any problem that requires on-site support or takes more than 30 minutes to resolve. We can provide assistance in choosing and ordering new computers. We can re-image your computer with our hard drive image. We can also provide business analysis to help you find IT solutions to your needs.

Note: We previously provided group management services for an additional cost. This option has been retired but you can still manage your own groups via the UW Groups service. If we currently manage your group, we'll transition management to you the next time you request that we make a change.

Eligibility

UW faculty; UW staff; UW researchers; UW clinicians; UW academic units; UW administrative units; UW Medical Center; Harborview Medical Center; Requires a valid UW budget number.

How to Order

Email help@uw.edu or call 206-221-5000.

Availability

Systems providing services are available:

24 hours/day, 365 days/year except for system updates and planned work.

Managed workstations are owned by customers; their availability is controlled by customers.

Managed workstation "does not" manage non-managed workstations.

Support personnel are available:

Monday - Friday 8 am - 5 pm, except for university holidays.

See the Support Information section for details about how to contact support personnel. Note that you can initiate support requests and incidents at any time, but our availability to respond is limited.

See the Service Level Description section for details about expected response.

Price

Type of Service Cost Per
Managed Workstation Computer $34.50 Computer per Month
Manage Workstation File Storage $0.15 GB per Month
Windows File Storage $0.37 GB per Month
Consulting Services $98.50 Hour

Price subject to change annually on July 1st.

(Rates are effective through August 31, 2017)

Service Level Description

Requests

Managed Workstation responds to requests in less than four hours, within the period specified in the Availability section.

Our response can be escalated if there is a critical issue. Our goal is to minimize user downtime.

Service interruption

If you experience an interruption in your ability to use your Managed workstation or Managed Workstation services, call 221-5000, and let the UW-IT Service Center know that you are experiencing an issue with your Managed Workstation. This will result in a more urgent notification to our service team, and a quicker response.

Response to interruptions may receive response and action outside the period specified in the Availability section.

Additional Information

Support Information

How to contact us:

UW Information Technology Service Center
Front Desk: UW Tower C-3000 (4333 Brooklyn Ave. NE)
Email: help@uw.edu
Phone: 206-221-5000
Business Hours: washington.edu/itconnect/help

Note that as specified in the 'business hours' link above, you can initiate support requests and incidents at any time, but our availability to respond is limited to the period specified in the Availability section and the Service Level Description section.


Maintenance

Last Review Date: 09/10/2016