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COMMONWEALTH OF MASSACHUSETTS
E XE C U T I V E O F F I C E O F A D M I N I S T R A T I O N A N D F I N A N C E
INFORMATION TE CHNOLOGY DIVISION
ITD Services Definition
COLOCATION SERVICES
ITD Services Definition – Co-location Services 16-Jan-09
Table of Contents
1. INTRODUCTION .............................................................................................................................................. 3
1.1 PURPOSE & SCOPE ..................................................................................................................................... 3
1.2 DOCUMENT OWNERSHIP .............................................................................................................................. 3
2. SERVICE OFFERINGS.................................................................................................................................... 4
2.1 DESCRIPTION OF SERVICE ........................................................................................................................... 4
2.2 SUPPORTED VERSIONS OF SERVICE COMPONENTS....................................................................................... 4
2.3 SERVICE TARGETS ...................................................................................................................................... 4
2.4 SERVICE REPORTING................................................................................................................................... 5
2.5 SERVICE REQUESTS .................................................................................................................................... 6
3. CUSTOMER VS. ITD RESPONSIBILITIES..................................................................................................... 6
3.1 SUMMARY CUSTOMER RESPONSIBILITIES ..................................................................................................... 6
3.2 DETAIL CUSTOMER VS. ITD RESPONSIBILITIES.............................................................................................. 6
4. CHARGEBACK RATE INFORMATION (TBD THIS IS BEING REVISED) .................................................... 7
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ITD Services Definition – Co-location Services 16-Jan-09
1. Introduction
1.1 Purpose & Scope
The purpose of this document is to describe ITD’s Service offerings for Co-location Services.
1.2 Document Ownership
This document is owned by the LOB Director for Co-location Services.
Del Dickinson
del.dickinson@state.ma.us
ITD Hosting Services
This document is reviewed and approved by the Director of Engineering.
Erica Bradshaw
erica.bradshaw@state.ma.us
Director of Engineering
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ITD Services Definition – Co-location Services 16-Jan-09
2. Service Offerings
2.1 Description of Service
The Information Technology Division (ITD) provides a reliable and secure data center located at the
Massachusetts Information Technology Center (MITC) in Chelsea, MA.
The Co-location service includes:
Account Management
Facilities Management
Physical security, cooling, and redundant power
Customer access for named users is available during service hours (named users, and all visitors are
escorted).
Facilities monitoring (power or cooling failures)
Infrastructure
Rack provided by ITD
Redundant Power Distribution Unit provided by ITD
Network cabling provided by ITD
Hardware installed in rack by ITD per ITD facilities standards
Network connectivity provided by ITD at current costs and per ITD standards (See Network Engineering
Service)
The Co-location service does not include:
Systems Maintenance
Operating Systems Support & Monitoring
Disaster Recovery
2.2 Supported Versions of Service Components
As this service is defined to be transitional, all systems that are co-located must comply with the relevant ITD
standards. These standards, at a minimum, include but are not limited to those established by ITD’s Network
Engineering, Security Engineering, Storage Services, Backup and Recovery Services, and Hosting Services
business units.
2.3 Service Targets
ITD provides the following for co-located servers:
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ITD Services Definition – Co-location Services 16-Jan-09
Service Description
Requirement
Service Availability Network access and power and cooling are available 24x7x52 excluding planned maintenance and
unplanned outages.
ITD will use commercially reasonable efforts to ensure that the temperature of open space in ITD ‘s
HVAC
Data Center services area will remain between 64 and 78 degrees Fahrenheit, and relative humidity
will remain between 30% and 70%. This objective does not apply to localized conditions within a
particular customer cabinet, cage, rack or other enclosed space.
ITD’s power availability objective is to have the ITD AC power provided to Customer’s equipment
Power
available 100% of the time through generators and our Uninterruptible Power Supply (UPS). Our
facilities provide power systems that feature continuous, redundant and protected AC or DC power.
The redundant power in our facility enables your equipment to run continuously, even in the event of a
major outage.
ITD will use commercially reasonable efforts to ensure that access to ITD’s Data Center will be
Physical Security
monitored and restricted at all times. Efforts to ensure security to the facility is maintained via security
card, video surveillance, and 24x7 onsite security personnel. ITD’s existing access policy provides a
process which ITD’s staff and our customers follow to ensure that only those with the proper authority
are given access to our Data Center. ITD’s customers understand these processes and are held
responsible for any changes of access whether it be new contacts or loss of access for a contact. The
customer is responsible to immediately notify ITD of changes in Data Center access for their staff and
to return all assigned devices.
Request Staff will respond to service requests 7:00 am- 5:00 pm Monday through Friday excluding holidays.
Fulfillment* Customers can make requests through COMiT.
Emergency requests are approved by authorized customer contacts and must be opened as incidents
to ensure they are acted on immediately out of normal business hours.
Incident ITD Service Management Office has standard processes to manage incident requests, change orders.
Management*
Replacement of For ITD managed components included in Co-location, ITD contracts with hardware vendors to
Failed Components provide on-site "best effort" four hour response.
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be
direct charged to the customer.
2.4 Service Reporting
The following reporting information is provided to customers as part of this service:
Report Description Reporting Interval
Facilities availability A report which documents any facilities wide service events, On request from Facilities
planned and unplanned
report Mgt.
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ITD Services Definition – Co-location Services 16-Jan-09
2.5 Service Requests
E2E Service Lead Time-Business
Description
Request Days
This request is for customers requesting co-location services Lead times depend upon
Co-location Services
at ITD’s MITC Data Center. specific request.
3. Customer vs. ITD Responsibilities
This section describes scope of responsibility for both customers and ITD in relation to providing the defined
service. This section will be included in a customer Service Level Objective (SLO).
Service Management Responsibilities that are common across many ITD Services e.g. Facilities Management,
Incident Management, Change Control, are described in the “Service Management Services Guide” (to be
defined).
3.1 Summary Customer Responsibilities
Customer responsibilities include but are not limited to:
Customers provide architectural, physical and logical drawings to ITD upon request and will submit the
names of personnel who are authorized to gain access to the Data Center. Responsibilities also include
coordinating and scheduling maintenance activities through the Change Management process.
3.2 Detail Customer vs. ITD Responsibilities
3.2.1 Collocated Infrastructure
Co-located Infrastructure consists of any hardware and supporting peripherals (e.g. servers, switches,
routers, storage arrays, KVM devices, etc.) that are located within the MITC data center by a customer.
Responsibilities Customer ITD
Define supported server infrastructure technologies and standards X
Define supported vendor infrastructure products and standards X
Maintain and publish MITC Data Center access policy for customers X
Provide architectural, physical and logical drawings to ITD upon request X
3.2.2 Facilities Monitoring
Facilities Monitoring provides 24x7x365 support for the management of the facilities infrastructure
(power, cooling) used by the customer’s servers in the ITD data center by performing monitoring and,
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ITD Services Definition – Co-location Services 16-Jan-09
troubleshooting of the infrastructure when necessary.
Responsibilities Customer ITD
Monitor facilities infrastructure on a 24x7x365 basis X
Monitor and respond to alerts and events per incident management process X
3.2.3 Facilities Maintenance
Facilities Maintenance includes preventative hardware support, repair and/or replacement activities for
server components. Standard maintenance will be performed during a standard maintenance window
agreed to by ITD and the customer. Emergency maintenance may be performed during a nonstandard
maintenance window at a time approved by ITD and the customer.
Responsibilities Customer ITD
Implement facilities maintenance services procedures. X
Coordinate and schedule facilities maintenance activities with customer Change X X
Management process
Provide corrective maintenance and repair for field replaceable parts on a 24x7x365 X
basis
Dispatch facilities maintenance service personnel/technicians in accordance with X
established Problem Management process
Coordinate warranty/repair service with appropriate equipment manufacturer X
4. Chargeback Rate Information (TBD this is being revised)
For information on current service Chargeback costs and rates please visit our (include SC link); for an overview
of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
Labor rates for Ad-hoc services are applied when customers request ITD's assistance with co-located
equipment. Customers will be directly charged for labor and materials required to support such request. There
is a minimum one hour labor charge for these requests. Direct labor costs will depend on work requested.
*Usage consumption fee = ($20,489/44U per rack = $465 per U used by co-location device.) Total one time
set up fee = ($465 x U's consumed) + $720.
Download a complete listing of all chargeback rates .
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