Load Balancers (F5 appliance)
The ITS load balancers act as reverse proxies and distribute application traffic across a number of servers. Load balancers are used to increase the capacity and reliability of applications. They improve the overall performance thereof by decreasing the burden on the back-end servers hosting the applications, and by performing application-specific tasks. Traffic is distributed to a particular server based on specific data such as HTTP headers, cookies, or data within the TCP packet.
Each of the ITS load balancers are divided up into administrative partitions, managed by an ITS or campus group. Each group manages only the objects within their specific partition, affecting only the traffic used by their services. ITS-CommTech provides overall system administration of the Load balancers, training, and technical help upon request
The service is meant primarily for ITS, other Campus technical groups, and the various Schools within the University.
Request for an administrative partion on the ITS load balancers should be submitted to the ITS-NETUNIX group via a Remedy ticket at http://help.unc.edu/help/olhr/.
F5 BigIP Load Balancers
Technical Support Contact Information
ITS Service Desk:
- Phone (919) 962-HELP (4357)
- Chat: https://help.unc.edu/chat
- Online Help Request: http://help.unc.edu/help/olhr/
- Twitter: @unchelpdesk
- Facebook: unchelpdesk
- YouTube: unchelpdesk
- Instagram: unchelpdesk
SLA Response Times
For client submitted issues:
- Critical = 15 minutes, 24x7 *
- Important = 3 hour, 8-5 M-F (excluding holidays)
- General = 24 business hours, 8-5 M-F (excluding holidays)
* Critical tickets require that the client be reachable via phone and that the phone number is documented in the ticket. Any client that does not respond to phone queries will have their ticket downgraded to important. If the issue requires networking to rely on an outside vendor for assistance, we may be unable to meet the posted response times.
For service related issues:
- Our services are monitored 24x7x365.
- We are notified upon most service failures, and treat service outages as critical events require the service managers / process owners to begin working on the problem within 15 minutes of notification unless we deem the problem to be low impact (little to no client impact)
- Customer Website Uptime (CWU)
- Virtual Local Traffic Manager Uptime
- Viprion chassis availability
Service Metrics / Service Goal metrics
- (CWU) > 99%
- VLTM Uptime > 99%
- Viprion availability > 99%
This service is governed under the ITS Change Plan process. Please see this site for details:
Hours Of Operation
This service is governed under the applicable Acceptable Use Policy, which can be found on the following site:
If users submit a critical ticket, they must include a telephone number for call back and must answer when someone from networking calls, or that ticket will be downgraded to important.
Out of Scope