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 Windows workstations typically find valuable. Managed Workstation can provide consulting assistance for Windows and Mac OS computers1. There are optional service options at additional cost.

Managed Workstation services are an excellent option for anyone 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.

Basic elements included are:

A more detailed breakdown of the basic elements included in the Managed Workstation Services rate and what additional assistance is available via the MWS consulting rate is covered in detail in the What Does the Managed Workstation Rate Include? document.

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

Service Options

Service options which are available at additional cost are:

  • Managed Workstation file services, including both shared and private file space, with access via UW Groups. Managed Workstation file services are automatically backed up and there is a self-service file restoration capability provided. There are options within this, one of which provides self-service access control.
  • Managed Workstation consulting consists of workstation or other assistance that goes beyond support specific to the basic elements listed above. Typically this is assistance that requires on-site support or takes more than 15 minutes to resolve.
  • Managed Workstation Training Room

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.

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

FY17 Rates (Effective 7/1/2016-8/31/2017)
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  per Hour
Managed Workstation Training Room $60 per hour
Preliminary FY18 Rates (Effective 9/1/2017-6/30/2018) - NOTE: These rates are not yet approved.
Type of Service Cost Per
Managed Workstation Computer $30.00 Computer per Month
Manage Workstation File Storage $0.25 GB per Month
Consulting Services $104.43 per Hour
Managed Workstation Training Room $60 per hour

Price subject to change annually on July 1st.

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: 08/16/2017