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IT Connect

Information technology tools and resources at the UW

Services and Systems Monitoring

Service Description

The UW-IT Service and Systems Monitoring Service provides monitoring, logging, notification, graphing, and alerting services for services, systems, and applications managed by UW-IT.

Service Options

The following are standard solutions which are readily available.

  • Basic Monitoring - basic ping or HTTP/HTTPS web page response monitoring for servers and web sites.
  • Advanced Monitoring - Advanced and custom monitoring options are available including health and performance monitoring for servers and applications.
  • Alerting and Notification - 24/7 alerting and notification options for systems and applications including email, SMS, and phone with or without assistance from Computer Operations staff.
  • Performance Metrics - Storage, aggregation and graphing of time-series metrics such as performance counters, system or applications statistics.
  • Logging - Log collection, aggregation, reporting, alerting, and analytics, including:
    • Splunk - Splunk is available via the Internet2 Net+ contract for those units wishing to run and maintain their own Splunk instance.
    • syslog - including most system and application logs on Linux.
    • Application logs - delimited text logs from just about any platform
    • Windows Event Logs

Custom solutions are also possible - these will be scoped, defined, managed, and charged as consulting engagements (for-fee).

Eligibility

UW-IT managed services, servers, and applications.

How to Order

Contact the UW-IT Service Center and indicate "Service and Systems Monitoring Service" in the subject line.

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

Availability

Hours available: 24 hours a day, 7 days a week.
Requests for service are handled during normal business hours.

Price

Standard solutions are available with no direct chargeback to UW-IT service teams (i.e. indirect cost allocation is used).

Custom consulting solutions are available at hourly consulting rates.

(Rates are effective through August 31, 2017)

Service Level Description

During Business Hours (M-F 8am - 5pm) requests related to this service can expect an initial response within 48 hours.

High priority incidents affecting the service will generally be resolved within 4 hours, subject to priority and resource availability. Other incidents will be addressed within 2 business days.

Alerts for monitored devices are generated within seconds of an alertable event being detected.

For events which alert Computer Operations, triage will begin within 10 minutes and notification is variable depending on the event and the tasks which have been defined for Computer Operations.

For events which use direct notifications, notification via a UW Connect incident will begin within 5 minutes.

Additional Information

See our wiki for additional information (restricted to UW-IT).

Support Information

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


Maintenance

Last Review Date: 02/16/2017