Information and Communications Technology
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Service lists
Information for
Facilities Management
ICT can house computer equipment that does not fall under its charter. This includes equipment that is non-DEST funded (excluding research block grants from the Federal government) or even external to the University from outside organisations that have some association with La Trobe.
ICT has significant facilities for housing computing and network infrastructure. Facilities include:
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fully environmentally controlled (temperature, humidity, airflow) space
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conditioned and backup electricity
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security
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access to the network backbone
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access to a console facility
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limited monitoring and management of equipment.
Computer server equipment can be rack mounted using the facilities described above.
Please note that over time the service offerings and service levels may change.
Service Options
Option 1 (PDF 69kb)
Facilities housing - systems supplied and managed by client
($500 per single rack-mount system per month, plus $250 for each additional system per month)
Option 2 (PDF 36kb)
Managed service – no applications
(As per option 1 plus $2,700 initial setup fee, and $100 per system per month)
Option 3 (PDF 39kb)
Managed service – with applications
(As per option 2 plus $350 per system per month, and application installation by negotiation)
Terms and Conditions
- Hours of service are between 8:00am and 6:00pm Monday to Friday.
- ICT accepts no liability for damage to systems (hardware and/or software) however ITS will provide its best endeavour to ensure continuity of services.
- All systems managed will conform to the University Regulations.
- All licences, hardware and software maintenance are the responsibility of the client.
- The client will provide ICT with a designated contact for the managed service who will be the primary liaison between the system owner and ICT and who will be responsible for making decisions regarding scheduled downtime, notifying end users of unavailability and keeping ICT informed about plans for upgrades etc. Additionally, the client may nominate an outside service provide as a contact for specific purposes.
- ICTwill provide the client with a designated contact for the managed service who will be the primary liaison between ICT and the designated contact and who will be responsible for the service.
- Scheduled downtime for application of patches will be negotiated with the client, however, ICT reserves the right to perform emergency fixes or disconnections outside of negotiated windows.
- Recovery from unscheduled downtime will be attended to on an “as soon as possible” basis. Service levels on the order of 95% are aimed for. Regular meetings between ICT and clients will monitor service levels and if the level falls below 95% (unplanned outages only) then a reappraisal of the service should be undertaken.
- A minimum period for facilities management is 1 year, unless a reappraisal is required.
Definitions
| ITS | La Trobe University Information Technology Services department |
| Base OS | Operating system at base level (eg Windows 2003) without specialised applications but including anti-virus, monitoring and other utility software as required by ITS |
| Patches | Operating system service releases (eg Windows 2003 Service Pack 3) |
| Updates | Operating system patches (eg Windows 2003 Hotfix KB825119) |
| Firmware updates | Patches and updates to the hardware firmware |
| System Build | Hardware configuration and installation into rack and network |
| Layered software or applications | Applications bought separately from the base OS and managed as a service in its own right |
| Planned outage | A planned outage is a negotiated or emergency shutdown of systems to perform a service required for overall stability and security of systems. |
| Unplanned outage | An unplanned outage is treated as an emergency situation and is usually caused by power or hardware faults, and can be situated in the specific hardware/software of the system, in the machine room, in the network or even on the desktop of the client. Not all outages can be dealt with by ITS and may require other intervention that the client should be ready for (eg general power outage, desktop faults, failure in software, hacking and so on). |
