Nebula Managed Desktop Services
IT Connect > Software and Hardware > Nebula Services
Go toNebula Users Home >>
Information for Current Nebula Clients
Rates for Nebula Managed Desktop Services
Nebula Managed Desktop Services is an excellent option for clients who would like the management and user benefits of being in a well-managed Windows domain, without the technical burdens of administering the domain. Service levels and rates allow flexibility in managing and reducing your information technology (IT) costs.
Nebula Managed Desktop Service Options
Nebula offers a Basic Windows Desktop package, which includes delivery and installation of the Nebula software suite -- Windows 7, Microsoft Office Professional, UW Directory and Nebula Support Request -- and limited phone support. (Licensing for most of these products is covered in the Microsoft Campus Agreement, of which Nebula is a participant.) Additional IT support is available on an hourly basis as you need it. Here are more details:
- Basic Windows Desktop Service
-
Rate: $41.20/month
- Basic Account Management
- Basic Help Desk Support
- File Service
- Standard software suite: delivery and installation
- Security (patching, anti-virus)
- Power Management
- Basic Macintosh Service
-
Rate: $41.20/month
- Basic Account Management
- Basic Help Desk Support
- AdmitMac drive mounting software
- File Service
- UW Exchange Service
-
User Mailbox: $8/month/user account
Resource: $3/month/resource accountAfter migration to Microsoft Next Generation .edu Exchange Service, there will be no costs for these services.
- On-demand User Support
-
$113.80/hour
Includes advanced consulting services and on-site support
This approach allows you to select service options that meet your specific needs.
Note: Nebula billing is done at the end of the month for the previous month. Requests for billing changes must be received at least five working days prior to the end of the month.
How to Contact Us
There are several ways to contact the support team for the Nebula Managed Desktop Service:
- Send email to nebula@uw.edu. You will get an automatic response with the ticket number assigned to your request.
- Call 1-5000 (206-221-5000 from off-campus).
- From a supported desktop: use the Nebula Request Form. This generates an email that includes things like your computer name and your IP address.
Explanation of Our Services
We know it is important for you to understand what services are billable. Following are general descriptions of what is covered in the Basic Desktop Service and its Basic Help Desk support; further down is a more detailed list. Both are intended to be guidelines; quick questions on topics not listed won't trigger billable hours; listed topics that require extended effort may do so. We are required to recover the costs of providing our services; we intend to be transparent, accountable, and give good value for your support dollars.
If a situation exceeds or is likely to exceed the Help Desk level of support, we will clearly communicate this to you before we perform billable work.
We will work with you to manage your support hours in ways that are useful to you and require low overhead.
- You'll receive regular reports on hours used.
- You'll be able to issue pre-approval in various ways: certain sets of users; a cap on hours used; a 'gatekeeper' for approving billable hours.
Basic Windows Desktop Service
This is a more detailed description of what is included in the Core Desktop Service from Nebula.
Basic Account Management
We'll create and delete your accounts (Nebula, Outlook, and computer), re-set your passwords, and perform basic group management changes. Group management requests that require research will be considered billable work.
Examples: basic changes include adding people to group(s) you specify, or copying one person's permissions to another. Researching which groups are required to grant privileges to a particular directory would be billable work.
Basic Help Desk Support
Quick everyday services and basic troubleshooting is included in the Basic Help Desk support level. We'll help you with your drive mappings, IE Favorites, printer installs, and file restores. We'll perform basic set-up and troubleshooting for Outlook email and calendaring, Sophos, and other packaged software.
Examples: helping you configure Outlook using our packaged tool is covered; setting up supplemental, IMAP or resource accounts are chargeable services.
File Service
You will receive private and shared file space on servers that are professionally maintained. Backups will be maintained, and self-service file restores will be available to your files and directories.
Examples: you are not charged for the files, directories or groups that you are currently using. Setting up new groups and directories will be a billable service, as will restores of files that are not included on the snapshots directories.
Standard software suite
Licensing and installation of the Standard Software suite is included. The suite includes a current version of Microsoft Office, including Outlook for calendaring and email, Sophos for anti-virus, Adobe Reader, a terminal emulation program, the UW directory, and the Nebula Support Request icon. Please check the complete list for details.
Examples: getting Nebula-provided software packages on your computer is covered; installing non-packaged software or troubleshooting existing software installations is a chargeable service.
Security (patching, anti-virus)
Security patches, hot fixes and anti-virus updates are delivered through a centralized service. Virus scans are regularly run on all Windows computers, and infections are identified and remediated.
Examples: Sophos installs and scans are included; rebuilds of infected computers are not.
Power Management
Power settings, power management and usage reports for a wide variety of computer hardware will be provided via a centralized service.
Some common questions
-
How does this relate to the Technology
Recharge Fee?
The Nebula Desktop Service is separate from the Technical Recharge Fee. The Technical Recharge Fee funds basic services for FY2011. The Nebula Desktop Service fee covers additional services, including:- private and shared file space which is regularly scanned for viruses
- basic HelpDesk support for a wide array of issues
- security patches and anti-virus updates
- power management
- licensing for a suite of software products delivered via a centralized process, including Office 2007.
- Do I need to notify anyone if I want to
continue the Nebula service?
No. Your systems will automatically be switched to the new Nebula Managed Desktop Service. We will contact you to discuss setting up a budget for any on-demand services that you may wish to use. - How do I know what is covered? What does
'on-demand' mean?
You can contact us as usual at nebula@uw.edu, or (206) 221-5000. If your request falls within the Basic Desktop service parameters, your request will be completed promptly. If it falls outside the general parameters of the Basic Desktop, we can complete the work subject to the On Demand User Support rate of $113.80/hour. - Does my Nebula machine still need to be
under warranty? What kind of hardware can I
use?
Your Nebula computer does not need to be under warranty; it does need to run one of the approved operating systems (Windows XP Professional, Vista or Windows 7). We worked with the new campus hardware vendors, CDW and HP, to create well-priced computer bundles that will meed the needs of many clients. To facilitate rebuilds, we will keep images on hand of the most common CDW and Dell models. Rebuilds of less common models and manufacturers will likely be more expensive to rebuild due to the need to build them from scratch. - What about Macs
We will continue to offer service to Mac computers.
Nebula Managed Desktop Service Software Packages
The software packages listed below are included in the Nebula Basic Windows Desktop service and are installed on all Nebula desktops subscribing to this service, using a centralized software installation utility.
| Package Name | Description |
|---|---|
| Acrobat Reader | Viewer software for Adobe Portable Document Format files |
Browsers (auto-upgrade versions):
|
Web browser and email/news client |
| Microsoft Outlook Calendar | Electronic Calendaring system |
| Microsoft Outlook Email | Email client (Nebula is transitioning from PC Pine) |
| Microsoft Office Professional Plus 2010 | Access, Excel, Groove, InfoPath, OneNote, Outlook, PowerPoint, Publisher, Word |
| Microsoft Office Enterprise 2007 | Word, Excel, Outlook, Powerpoint, Access, Publisher |
| Nebula Support Request | Tool for submitting problem reports |
| SecureCRT | SSH and terminal emulator |
| Sophos Anti-Virus | Virus protection |
| Teraterm | Terminal emulation |
| UW Directory | Staff, student, and faculty directory (not available in Win8) |
Optional software packages
The centralized software installation service is available as an on-demand service for departments who need to install additional software. While not all software can be packaged successfully, many software programs can be configured to use this service. If you are interested, please send email to nebula@u. After these packages have been developed, they are available for other Nebula clients as well.
| Package Name |
|---|
Productivity
|
Application Development
|
Utilities
|
Database utilities
|
Terminal emulation
|
Document management
|
Licensing for optional software packages
The licensing for these optional software packages is not included in the Nebula Basic Windows Desktop fee, and must be purchased separately from the vendor of your choice. UWare project (see http://www.washington.edu/uware/) or the UW Bookstore have educational pricing on many software packages.
Nebula Managed Desktop Services does not manage licensing for you of any optional software package and does not uninstall software; those remain your responsibility. Nebula Managed Desktop Services only offers a simple way of installing software. You are not authorized to install any optional software offered via the Nebula centralized software installation service for which you do not have a license.
Microsoft SQL Server
In the past, Nebula departments that use Microsoft SQL Server have often relied on Nebula to provide access to SQL client tools. This is a suite of tools which allows for connection, query and light maintenance of Microsoft SQL Server databases. These tools are now freely available from Microsoft as SQL Server Management Studio--Express. Nebula is still available to help download, configure or troubleshoot this application if needed.
File Transfer Programs
In the past, Tectia has been distributed to Nebula desktops as a secure file transfer client. Clients may continue to use this software but Nebula is no longer distributing it, as the UW site license for this software has expired and the software is no longer updated or supported by Tectia. Recommended replacements are described in the Secure File Transfer section, and include Win SCP (Windows), FileZilla (Windows, Mac, Linux) and Fugu (Mac).
Upgrades to Nebula software
Information on changes and upgrades to Nebula software is found on the Nebula Software Package Policy page.
Security
Security features of Nebula
The Nebula Managed Desktop environment is professionally secured at the network and desktop levels to ensure confidentiality and stability. To subscribe to the Nebula Managed Desktop Service, a computer must run a supported operating system, which currently includes Windows XP Professional, Windows Vista, and Windows 7. These operating systems use a minimum of 128-bit SSL encryption. UW-IT personnel responsible for Nebula security also participate in the group that reviews and helps to implement the Minimum Data Security Standards, which include Data Classification standards and Roles and Responsibilities, as well as the companion security standard regarding Minimum Computer Security Standards.
Security measures for users include the following:
- Files stored on file servers are scanned on a monthly basis for known viruses.
- Domain controllers are replicated at two sites, and are located in data centers with limited physical access.
- All incoming email is scanned for known viruses.
- An account lockout policy is enabled to detect and prevent attempts at guessing passwords.
Security measures for all Nebula Managed Desktop systems include the following:
- Virus updates are distributed at least daily, and more often if needed, via a central distribution.
- Desktop PCs check a central repository at least daily for missing updates. Missing updates are applied at least weekly.
- All logins to Nebula machines require authentication via an encrypted login.
- Hardened security settings are applied to all PCs.
- Operating system upgrades and phaseouts are implemented to ensure the entire system isn't weakened by out-of-date software.
Higher levels of security can be provided when needed. Please contact us to discuss your specific requirements.
New Hardware Prices Are Much Lower
We are pleased to announce significantly reduced UW computer hardware pricing! This is the result of our new strategic partnership with CDW-G and HP using eProcurement.
A UW committee that included the Medical Centers, Arts and Sciences, Atmospheric Sciences, Bothell and UW Information Technology developed a set of desktop hardware packages suitable for faculty, staff, researchers, and administrators throughout the UW community. Because these preconfigured HP desktops and laptops can be used by departments all across campus in large numbers, we are getting excellent systems at reduced prices. The negotiated hardware packages are available through the CDW catalog in e-Procurement.
The figures given do not include tax, delivery and installation.
If required, Dell equipment is still available and will continue to be supported through the warranty period.
Please note that warranties for laptops vary.
Basic Windows Desktop Service details
The Nebula Basic Windows Desktop Support Service is priced to cover the costs of providing the infrastructure as well as a very basic level of service. The details of this service are provided below.
-
Nebula Software Suite:
- Office Enterprise 2007
- Acrobat Reader
- Sophos Anti-Virus
- Nebula Support Request Tool
- SSH Tectia Secure File Transfer Client
- Teraterm - UW Terminals
- UW Directory
-
Security:
- Scanning and Patching of the local operating system (OS)
- Anti-Virus Scanning and Patching
-
Group File Services - H: and I: Drive
- Includes preservation of IE Favorites across machines
- Power Management
- VPN Service
- Nebula training room
-
Help Desk
Support
- Increasing UW Deskmail quota
- Outlook Setup using automated software delivery system
- Outlook/Exchange
- Setup using automated software delivery system
- Log-in assistance
- Basic Printer Help
- Installation via web documentation or preconfigured scripts
- Basic troubleshooting
- File Restores via the self-service portal
- Sophos Anti-Virus Software - Install/Re-install
- Software Assignments for existing packaged software
-
User Account Services
- Nebula account creation and decommissioning
- Exchange account creation and decommissioning requests
- Password resets
- Basic Nebula Group Management - granting/revoking group membership
-
Computer Account Services:
- Computer Account removal
- Claiming New computers
- Granting Administrative privileges
- Hardware Repair submissions to the Computer Maintenance Group
Granting administrative privileges: we are happy to provide one or more users with administrative privileges on one computer as part of the covered service. Requests to grant administrative privileges to multiple machines may be a consulting service, if this could be accomplished by the primary user of each machine adding the account(s).
While this is intended to be a fairly good description of what is covered under the Nebula Managed Desktop Service, please remember that quick questions on topics not listed here won't trigger billable hours; listed topics that require extended effort may do so. We will always let you know before we perform billable work, so that you can choose whether or not to proceed.
On-Demand User Support Service details
The list below is intended to give an estimate on the costs associated with providing some of the services not included in the Basic Desktop Service.
Consulting Services ($113.80/hr.)
- Consulting Services -30 min. minimum, then billed in actual time worked; this is available for non-Nebula equipment as well.
- On Site Support: 1 hr minimum (in UW Tower: 30 min minimum)
- Re-builds
- Custom Imaging
- Initial image creation
- Quarterly image maintenance
- Custom Software Package Development
- Technical Project and Application Consulting (longer term projects)
- New Client Group on-boarding and orientation
- Custom Printer Script creation
New Computers: Ordering and Setup
More details are found on the Ordering Computers in Nebula page. Below is a synopsis.
- Ordering
- Self Service Orders using provided documentation and e-Procurement (No charge)
- Custom ordering ($113.80/hr)
- Setup
- Self Service setup (No charge)
- On site setup with a Computer Maintenance Group technician ($135/hr)
Nebula Training Room
- Free to use for all basic desktop subscribers
- Hourly Rate ($113.80/hr) for all
support services
- In-room technical support if needed
- Software installation and class-specific configuration
Hardware Repair and Warranty Services
More details are found on the Repairs, Spares, and Warranty Work section. Below is a synopsis.
- Replacement Keyboards and Mice: Picked up or via Campus mail (TBD)
- Self Service Warranty - Call DELL/HP Directly (No charge)
- Repair Support: Computer
Maintenance Group ($135/hr) + Parts
- 1 hr. minimum
- Includes delivery and hook-up of basic Nebula spare for no additional charge
- Parts under warranty (No charge)
- Parts not under warranty - CMG Standard charge
Spare Service
More details are found on the Repairs, Spares, and Warranty Work section. Below is a synopsis.
- Department owned spares ($42.24/month)
- Nebula owned spares:
- Self Service pick up (No charge)
- Technician delivers and sets up ($113.80/hr.)
Mac Support in Nebula
Nebula will continue to offer Mac clients access to the Nebula file systems as well as some basic services. More details are available on the Mac Support in Nebula page.
