What Is It?
This service offers comprehensive management and support for enterprise systems and databases, ensuring reliability, security, and optimal performance. It includes system administration, database design and maintenance, performance monitoring, backup and recovery, security compliance, and testing and validation.
Requirements
Access to this service may require appropriate permissions and adherence to institutional security policies. Requests for new systems or database changes may require approval from IT leadership.
Who Is Eligible To Use It?
College of Medicine Faculty, staff, and authorized affiliates who require systems hosting or database support for institutional applications and services.
Where Can I Get It?
Select the Request Support button on this page to submit your request.
How Do I Use It?
Once your request is submitted, the COM IT team will review and initiate the appropriate support actions. For guidance on using supported systems or databases, refer to the COMIR knowledge base or contact the IT Service Desk.
How Much Does It Cost?
These services are free for employees in the Office of the Dean and part of the cost-recovery cost for departments with an active support MOU with COMIR. There are no direct costs for standard system and database management services. Custom configurations or large-scale deployments may require resource planning and approval.
How Can I Get Support?
If you are experiencing a problem with this service, please submit a ticket using the form on this page.
Service Levels
| Initial Response Time |
Within 1 business day. |
| Service Request Fulfillment Time |
- Standard requests: Within 5 business days.
- Complex deployments: Timeline defined during intake and scoping.
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| Incident Resolution Time |
- Critical incidents: Within 4 hours for containment; full resolution within 24 hours.
- Standard incidents: Within 2 business days.
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| Service Availability |
- 24x7 availability for production systems.
- Support available during business hours (9 AM - 4:30 PM, Monday–Friday).
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| Maintenance Window(s) |
Scheduled outside business hours with at least 3 business days’ notice. |
| Service Notification Channel(s) |
- Email/Slack notifications to affected users.
- Updates posted on the IT service portal.
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