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  • HPRC Standard Agreements
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Scheduled Outages

ITR have regular scheduled maintenance windows at the following (approximate) times:

  • Minor: Pay-week friday (all) between 0600 and 0900.
  • Major: A weekend (Fri 0600 to Sun 1800) shortly after semester examinations have been completed.

Researchers should expect that all services will be unavailable during the periods specifed above. Central computing bulletins ([http://www.jcu.edu.au/bulletin) will usually be published for outages with significant impact across JCU.

Occasional scheduled outages will also occur (bulletined) for installation or upgrade of hardware/software.

System/Service Maintenance

The following points are relevant for JCU researchers running services on ITR/HPC infrastructure.

  • ITR reserve the right to update/upgrade any system/service (during maintenance windows) that is deemed to have been neglected in this respect.
    • This procedure may require reboot of a system. System/Service owners should ensure that all required services have been configured/tested to start up automatically after boot.
    • System/Service owners need to make special arrangements with ITR to avoid this process taking place periodically.
  • ITR reserve the right to disable any system/service that has been compromised.
    • Extensive consultation with ITR staff should be expected before previously compromised services will be enabled again.
  • If you choose to self manage, the provision of assistance is at the discretion of the relevant ITR staff member.   Any software/service that you (or your people) have installed/configured is considered to be self managed.  Any configuration changes made outside ITR change management procedures will result in the system being labelled as self managed.
  • Privileged (root) access may be requested for a non-ITR person.
    • In such situations, ITR will treat the system/service as self managed (if not explicitly stated).
    • ITR staff will have privileged access to all powered up systems.  If this privilege is lost, ITR staff will not be able (or required) to provide any assistance.
  • ITR staff will perform a minimal level of service monitoring. Service owners are responsible for writing/providing additional service checks.
  • ITR reserve the right to charge a fee (cost recovery) for any system/service maintenance tasks performed. Note: As at 02-Jan02014, no such fees are charged.

Backup and Restoration

The following points are relevant for JCU researchers running services on ITR/HPC infrastructure.

  • ITR do not backup systems unless a request has been received from the system owner.
  • Users may request filesystem backups be made daily and/or weekly.
    • Daily backups (if requested) will be held for 7 days.
    • Weekly backups (if requested) will be held for at least 4 weeks but no more than 13 weeks.
  • Backups are primarily done for Disaster Recovery (DR). Restoration of accidentally deleted/modified files is at the discretion of the appropriate ITR staff member, if self-service recovery is not available.
  • Even after a disaster, ITR provide no guarantees on how long recovery will take.
  • The system owner is responsible for monitoring the success/failure of scheduled backups.
  • The system owner is responsible for providing a mechanism to backup/snapshot services such as databases.
  • The system owner is responsible for the restoration of all related services after file/filesystem restoration.
  • ITR reserve the right to charge a fee (cost recovery) for this service. Note: As at 21-Feb-2013, no such fees are charged.

Terms and Conditions

All systems will have either AD or LDAP authentication configured.
Windows systems will have JCU anti-virus software installed/configured.
User access to Windows systems will be via a Remote Desktop Connection (inside JCU firewall only).
User access to Linux systems will be via SSH on port 22 (inside JCU firewall only).
Access to systems from outside the JCU firewall is subject to ITR change management processes.
Windows licensing costs must be paid by supplying a JCU account code. VMs will not be provisioned before licensing purchase has been confirmed by ITR management.

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