What admin support can I get from ITServices?

The intention of this service is that once VMs are created and the OS is installed, the host is handed over to the nominated VM Administrator(s) (see the SLD). Further support from IT Services will be minimal unless prior (paid-for) arrangements are negotiated with the service Lead.

Security-Related Issues

Should a security-related issue arise, for example, the host becomes compromised, IT Services may disconnect the VM from the network without notice. In the best case scenario, your VM will be restored from one of its backups (losing all data accumulated until then). In the worst-case scenario a full reinstallation will be necessary and no data will be kept. We highly encourage our users to perform their own backups of important data/databases if losing them had dire consequences.

Other Issues

Should other problems arise, only very limited support will be available from IT Services and this will be on a best effort basis (with the exception that a full re-install using the offered Ubuntu Linux image — see the SLD — will be possible).

Problems caused by changes made to the system by the nominated VM Administrator(s) will be assigned lowest remediation priority: this service is destined to advanced users who can properly maintain a Linux system on their own.