Docstoc

12 Value Added Services

Document Sample
12 Value Added Services Powered By Docstoc
					                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02

18            Managed Hosting Service

18.1          Introduction
       Sprint Managed Hosting enables the Government to outsource their IT
infrastructure to a fully managed service that is owned, operated, and managed by
Sprint. Sprint’s service eliminates the need for the Government to purchase server
hardware and software, to manage machines and operations, and to stay abreast of the
latest application server technology. Additionally, the Government will no longer
need to purchase costly, high-bandwidth, diverse Internet connectivity to its business
location in order to ensure Web site accessibility. Sprint Managed Hosting ensures
the highest availability of its servers as well as traffic and data storage efficiency.

       Sprint is responsible for full service management of the network, servers, and
applications environment for providing the service. The Government is responsible
for providing and managing its own content.


18.2          Service Offerings
       Sprint offers four turnkey Managed Hosting solutions. These prepackaged
solutions offer shared and dedicated Managed Hosting on the Unix platform, and
dedicated hosting on the Microsoft Windows platform. The Managed Hosting
packages are detailed below. Custom solutions are available through MPNS for
Agencies whose requirements differ from the prepackaged solution.


18.2.1                   Shared Hosting

       The Shared Hosting prepackaged solution is the basic hosting package. This
offering is targeted for an Agency that currently has no online presence. Available
applications are Sprint-provided. The following components are included in this
offering:


Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-1
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
             Shared managed server platform

             Single site hosting

             San Jose, CA, Data Center location

             Unix operating system

             100 Mb/s switched shared Ethernet Internet connection (10 GB/month data
              transfer limit, bursting up to 100 Mb/s, no minimum bandwidth guarantee)

             Control Center access

             Basic Statistics.



18.2.2                   Basic Commerce

       The Basic Commerce prepackaged solution is designed to provide the small to
mid-sized Agency commerce capabilities. This solution will fulfill an Agency’s basic
e-gov needs in collecting sensitive data such as credit card and social security
numbers. The following components are included in this offering:

             Dedicated small managed server platform

             Single site hosting

             Windows operating system

             10 Mb/s switched shared Ethernet Internet connection (no monthly transfer
              limit, bursting up to 10 Mb/s, 3 Mb/s minimum bandwidth guarantee)

             Commerce capabilities

             Standard reporting – Seven reports are available. The reports include
              information such as general statistics, page views over time, top pages by




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-2
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
              visits, visitors over time, and top referring sites by visits. The Reporting Tiers
              summary is provided in Table 1.B.18-2.



18.2.3                   Enterprise Hosting

       The Enterprise Hosting prepackaged solution is designed for an Agency with
security as one of their main concerns to conduct Government to Business (G2B)
transactions. The following components are included in this offering:

             Dedicated small managed server platform

             Single site hosting

             Unix or Windows operating system

             10 Mb/s switched shared Ethernet Internet connection (no monthly data
              transfer limit, bursting up to 10 Mb/s, 3 Mb/s minimum bandwidth guarantee)

             Medium database server

             Server side caching

             Advanced reporting – 54 reports are available. The reports include
              information such as top visitors, top pages by visit, top pages by view, top
              entry pages by visits, top exit pages by visits, dynamic pages and forms by
              visits over time, and top paths through site by visit. The Reporting Tiers
              summary is provided in Table 1.B.18-2.

       A dedicated firewall is recommended for use with this offering and may be
purchased via MSS.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-3
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
18.2.4                   Enterprise Commerce

       The Enterprise Commerce prepackaged solution is designed as a complete e-gov
solution for Agencies who use the Internet as a distribution channel. This solution is
designed for reliability and uptime with dual site redundancy. The following
components are included in this offering:

             Dedicated small managed server platform

             Dual site hosting

             Kansas City, MO and Boston, MA Data Center locations

             Windows operating system

             100 Mb/s switched shared Ethernet Internet connection (10 GB/month data
              transfer limit, bursting up to 100 Mb/s, no minimum bandwidth guarantee)

             Medium database server

             Commerce capabilities

             Server side caching

             Control Center access

             Basic Statistics

             Advanced reporting – 54 reports are available. The reports include
              information such as top visitors, top pages by visit, top pages by view, top
              entry pages by visits, top exit pages by visits, dynamic pages and forms by
              visits over time, and top paths through site by visit. The Reporting Tiers
              summary is provided in Table 1.B.18-2.

       A dedicated firewall is recommended for use with this offering and may be
purchased via MSS.



Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-4
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02


       Table 1.B.18-1 shows how the four service types align with portions of the
Managed Hosting infrastructure.

Table 1.B.18-1 Sprint Managed Hosting Prepackaged Solutions Comparison
                                                                         Shared                  Basic                Enterprise       Enterprise
                                                                         Hosting               Commerce                Hosting         Commerce
Shared managed server                                                      X
Dedicated Small managed server                                                                         X                  X                X
Unix platform                                                                  X                                          X
Windows platform                                                                                       X                  X                X
Single Site                                                                    X                       X                  X
Dual Site                                                                                                                                  X
10 Mb/s switched shared Ethernet                                                                       X                  X
Internet connection (no monthly
restriction)
100 Mb/s switched shared Ethernet                                              X                                                           X
Internet connection (10 GB/month data
transfer limit)
Medium Database Server                                                                                                    X                X
Commerce capabilities                                                                                  X                                   X
Server Side Caching                                                                                                       X                X
Control Center access                                                          X                                                           X
Basic Statistics                                                               X                                                           X
Reporting Functions                                                                                    X                  X                X



Table 1.B.18-2 Reporting Tiers Summary
                        Report Data         Report Data         Report Data         Report Data         Report Data     Max Reports      Max # of
                         Retention           Retention           Retention           Retention           Retention       per Profile    Profiles per
                           Daily              Weekly             Monthly             Quarterly            Annual                        Customer
Standard                    4Wk.                8Wk.               13Wk.               26Wk.               52Wk.              7              1
Reporting
Advanced                   13Wk.               26Wk.               36Wk.               78Wk.               130Wk.             54             2
Reporting


18.3          Standard Service Components
       The following service components are included in all Sprint Managed Hosting
prepackaged solutions.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                        1-B-18-5
                                                                                                                                        20131.02E
                                                                                                                                          V1_B_18
                                                                                                                          Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
18.3.1 Site Security

       Sprint’s Managed Hosting Service is highly secured from multiple points of
access, both physically and electronically. All Sprint Managed Hosting servers are
located in locked cages. Further, Sprint manages servers from a dedicated Enterprise
Management Network separated from the Internet. Filters and restrictive access lists
for the routers and servers protect the data itself, including strict internal access
controls. Access lists for routers keep unwanted protocols from entering the data
centers. Servers within the data centers are protected by address translation, thereby
preventing security violations against the server interface address. Shared Hosting
customers operate in a partitioned environment and are not allowed to communicate
with other customers partitioned on the same server.

       Production servers with private addresses are protected from the Internet by
limiting access traffic type. Shared servers allow only HTTP traffic for Internet
users. Dedicated servers allow both HTTP and FTP “gets” traffic for Internet users,
however, FTP service is not included in the prepackaged solutions.


Customer Administration Network

       A secure administrative network is provided for server administration and
authoring with the Shared Hosting and Enterprise Commerce packages. The
Government is responsible for procuring and configuring out-of-band management of
their content in the Basic Commerce and Enterprise Hosting packages.

       Sprint operates a separate staging area for the Shared Hosting and Enterprise
Commerce customers for content management. The Shared production server’s
secure environment is controlled by allowing access to these servers only from local
back-end operational accounts. Customer administrators can test and verify content
on a staging server prior to placing it on the production server. Staging access is


Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-6
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
provided via the Sprint IP Dial private network or via Government-provided access
(the public Internet) – in both cases, client VPN encryption software packages are
provided to ensure a VPN tunnel is established. These VPN tunnels must be
established prior to the customer performing any administrative tasks. Traffic is
secured over the Sprint IP Dial network using the existing access-list control to
separate Intranet traffic from Internet traffic. The Government is responsible for
providing, operating and maintaining the computer and communications equipment
(i.e., a modem) to gain access to the service.


18.3.2 Backup Procedures

       Full backups of the customer’s content will be performed once a week,
incremental backups will occur nightly. For Shared Hosting customers, backups
include customer content only. For Dedicated Hosting customers, Sprint backs up the
contents of Sprint-specified directories. It is the customers’ responsibility to ensure
all their important files are in these directories. Sprint will store the tape backup on-
site for one week then transfer the tapes to a secure remote tape vault for storage on a
rolling one-year basis.

       Backup restores caused by hardware failures are included in the packages.
System Administrator Function charges will apply for all customer-requested backup
restores where Sprint is not at fault.

       For sixty days after the effective date of termination of service, Sprint will
maintain tape backup of the customer’s content that will be stored at a secure remote
Sprint facility. Customer requests for a copy of this backup are considered customer
requested backup restores and System Administrator Function charges will apply.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-7
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
18.3.3 Sprint Monitoring and Troubleshooting

       Sprint will monitor the Operating System and managed server 24 hours per day,
seven days a week, to include the proactive detection, isolation, diagnosis, and
correction of server troubles. Sprint will perform the troubleshooting and diagnostics
on all hardware and Sprint-supported applications. Sprint will also ensure that the
LAN and WAN inside the Data Centers, associated with the customer, are available
and operating.


18.3.4 Software Support

       Sprint will install Sprint-tested and approved software on Sprint servers and
provide software corrections or new releases, as they become commercially available
and viable. Email notifications for such changes will be sent to the Customer
Administrator. Shared server customers will be upgraded up to the most recent
Sprint-approved software release.

       Dedicated managed server customers may choose to remain on a previous release
of a software package. Under the base offering, Sprint will support software
packages up to one revision back from the current level, provided the software vendor
still supports that revision of software. The customer is responsible for supporting
software not supported under the base offering. If the customer requests that Sprint
support software not supported under the base offering, System Administrator
Function charges will apply.

       Third Party Software

       Prior to the installation of any third-party software by either Sprint or the
Government, the customer will be required to review and accept the terms of an End-




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-8
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
User software license agreement. Support for third party software not provided by
Sprint will be as set forth below:

             Only with Sprint’s prior written approval, customers will be allowed to install
              on their servers, software that is not provided by Sprint. The Government will
              obtain a software license in its own name, and will provide its own support for
              the third party software.

             The Government will be permitted to edit and add CGI scripts to its server
              environment. Sprint will not support any enhancements, improvements,
              revisions or adaptations of such software.

             Any publicly available software or “freeware” modules integrated in the
              software and itemized in the Engineering Design Document (EDD) will be
              provided by the customer and Sprint claims no rights to this software. The
              customer will retain all original licenses and will comply with all restrictions
              stated in such licenses.


18.3.5 DNS

       The Government may choose 1) to select Sprint as their primary and secondary
DNS provider, or 2) to select a non-Sprint ISP to provide DNS service. Sprint does
not provide secondary DNS only. Therefore, if a non-Sprint ISP is selected by the
Government to provide primary DNS service, that ISP must point their DNS servers
to the Sprint Data Center DNS servers for the Agency’s Web site. It is recommended
that Managed Hosting customers utilize the Sprint Web Hosting DNS name rather
than SprintIP. SprintIP DNS is available but not guaranteed. Service parameters of
SprintIP DNS do not apply to Managed Hosting customers.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-9
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
18.3.6 Transferring Content from a Different Internet Service Provider (ISP)

       Sprint offers various media devices to support an Agency’s transfer of its content
from a non-Sprint ISP or for an Agency with an initial bulk upload need. In addition,
a server workstation with high-speed access to the staging environment is provided in
the Shared Hosting and Enterprise Commerce packages to upload Government
content. The Government is ultimately responsible for transferring all content from a
different ISP, DNS registration, domain name registration, e-commerce registration,
etc.


18.4 System Administrator Functions
       The Government is responsible for System Administrator functions in
conjunction with Sprint’s Managed Hosting services. These include tasks such as:

             Support of non-Sprint-supported software or third party software

             Writing scripts

             Transferring content from a different ISP

             Support of Sprint-supported applications when the customer has root access

             Customer requested backup restores and all backup restores when the
              customer has root access.

       When requested by the Customer Administrator, Sprint will perform the above
functions. System Administrator Function charges will apply.”




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-10
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
18.5 Root Access

       Those customers with dedicated servers may request root access to their servers.
Root access can be utilized for installing new software, implementing scripts and
cron jobs, or other administrative functions on the servers.

       If the Government has root access to their servers, the operating system is exempt
from the Managed Hosting guarantee. Sprint will guarantee only hardware and
connectivity to the Internet.

       If the Government is provided root access to their dedicated servers, the
following rules apply:

             Once Sprint has turned over Root/Administrative access to a system for a
              specific customer, Sprint will no longer have logon access. To ensure
              security, the customer must disable the Sprint administrative accounts. If
              Sprint needs access to the servers to perform System Administrative
              functions, the customer will be notified and access will be granted by the
              Government. After Sprint has completed the System Administration tasks,
              the customer will be provided with a synopsis of the actions that were taken
              by Sprint and will then be contacted to disable the Sprint admin account.

             If the Government locks themselves out of their servers, Sprint's only recourse
              will be to restore the server from the backup. This is considered a customer
              requested backup restore.

             Sprint will work with the Government on Sprint-supported applications at the
              request of the customer. System Administrator Function charges will apply.

             Sprint will backup the machine with a full backup once a week and
              incremental backups on a daily basis. If the customer changes the backup
              client installed on the machine, this will impact the backup schedule. Sprint


Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-11
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
              will not be responsible for any loss of backup schedules impacted by a change
              on the backup client made by the customer.

             System security is the responsibility of the customer. Sprint has the authority
              to control network security. Sprint will assist the customer in coordinating
              with Corporate Security to prevent unauthorized network access.

             Sprint will provide basic SNMP monitoring to ensure that hardware is
              available. Changes made to the SNMP client installed on the machine will
              impact monitoring. Sprint will not be responsible for loss of monitoring
              capabilities due to Government initiated changes on the SNMP client or other
              changes on the system resulting in a loss of monitoring.

             For the Enterprise Commerce package, Sprint will notify the customer of
              outages detected by managed server director load balancing.

             The Government will notify Sprint for any maintenance performed (by the
              customer) which could potentially result in monitoring alerts (server
              reconfigurations, system reboots, etc.).


18.6               Prepackaged Solutions Service Components

       In addition to the Standard Service Components included in all solutions, the
following service components are included in selected Managed Hosting
Prepackaged Solutions. Table 1.B.18-1 details the actual prepackaged solution
configurations.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-12
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02

 Table 1.B.18-3 Prepackaged Solutions Service Components
    Service                                                                        Description
  Component
 Shared                        The San Jose Data Center houses a set of shared servers to host content for shared
 Managed                        customers on the Unix platform. Since shared production servers house content of
 Server                         multiple customers simultaneously, shared production servers are not accessible by
 Platform                       customers.

                               Customers will administer their content via the Control Center. This includes the
                                ability to create content on a staging server before “pushing” it to the production
                                servers and the ability to rollback content to the latest content version.
 Dedicated                     With Sprint Dedicated Managed Hosting, Sprint owns and manages the Internet
 Managed                        connectivity, servers, operating system, and Sprint standard applications; and the
 Server                         Government owns and manages its own non-Sprint-standard applications.
 Platform                      Dedicated Managed Hosting offers a dedicated VLAN segment for each customer.
                                This allows the Government to install and maintain non-Sprint-supported applications
                                at no risk to or by other customers’ applications. The extra security and privacy offered
                                by this configuration creates additional protection to the Government’s servers. The
                                Government can run custom applications and retain control of the services running on
                                the designated servers.

 Control                        The Managed Hosting Control Center, in a secured Web area, houses information and
 Center                          data to assist customer administrators in establishing and maintaining their Web site.
                                 Timely and relevant topics include: access, site administration, content creation,
                                 system configuration, news, customer service information, FAQ’s, contact
                                 information, and descriptions of Managed Hosting products and services.
 Basic                          The customer administrator has secure access to view management and tracking
 Statistics                      reports, log files and site performance statistics via encrypted access to the Control
                                 Center. These statistics include information such as the number of successful requests,
                                 average successful requests, number of successful requests for pages, average
                                 successful requests for pages, number of failed requests, number of distinct files
                                 requested, number of distinct hosts served, number of new hosts in the last 7 days,
                                 total data transferred, average data transferred, current data storage, and average data
                                 storage and percent service availability. Raw Web logs are stored for a maximum of
                                 60 days.
 Reporting                      Two tiers of reporting are available based on the Government’s detail and storage
 Functions                       duration needs. Each customer is able to choose from multiple types of reports and
                                 create a custom profile for running the selected reports. These reports are available
                                 via a secure Web site.
 Dual site                      With dual site hosting, customer’s content is replicated both locally within the Data
 hosting                         Center and geographically across the Data Centers.
                                This provides the Government the ability to replicate content on geographically
                                dispersed servers. End-user requests are served from the most available server, thereby
                                enhancing the end user performance experience.
                                The second site adds dual site mirroring, load balancing, content management, and
                                 content replication. Dual site hosting offers the highest level of content redundancy,
                                 serviceability, recovery, and security in the event of a server outage.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-13
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
 Table 1.B.18-3 Prepackaged Solutions Service Components
    Service                                                                        Description
  Component
 Commerce                       E-commerce “toolkit.” A compilation of software objects that work together to
 Capabilities                    enable Agencies to engage customers and partners online via Government to
                                 Consumer Storefronts and enable Government to Business interaction with trading
                                 partners.
                                Available only on dedicated Windows platform.
 Database                       Dedicated database hosting allows Web sites to interact with relational databases for
 Server                          dynamic Web environments. Databases are increasingly utilized in Web
 Applications                    environments to provide searchable and dynamic product catalogs and to enhance
                                 transactional capabilities. For both Oracle and Microsoft, the software license
                                 includes unlimited Internet access and five administrator accounts.
                                Oracle is available in the Unix environment only.
                                Microsoft SQL server is available in the Microsoft environment only.
                                Sprint will provide management and 24x7 monitoring on the database hardware and
                                 applications. Note: Sprint does not provide Database Administration (DBA) services
                                 for customers; the Government is responsible for managing the tables, schema, data,
                                 etc., contained within the tables.
 Server Side                    Allows the Government to scale their Web sites by using caching appliances versus
 Caching                         adding additional costly managed servers
                                Improves capacity, throughput, and response time, while cutting costs in comparison
                                 to additional managed servers.



18.7          Performance Guarantee

18.7.1                   Committed Site Availability

       Table 1.B.18-4 depicts Sprint’s monthly Committed Site Availability:

Table 1.B.18-4 Committed Site Availability
                           Service                                                             Description
Sprint Shared Hosting                                                  Sprint will maintain 99.5% availability of production
                                                                       managed servers.
Sprint Basic Commerce and Enterprise                                   Sprint will maintain 99.5% availability of production
Hosting                                                                managed servers, for which the Government contracts for
                                                                       unmodified, fully Sprint-managed applications in one
                                                                       geographic data center location. For Dedicated Managed
                                                                       Hosting Agencies that manage their own applications in
                                                                       their VLAN, the guarantee applies only to the Sprint-
                                                                       managed hardware and operating system. The guarantee
                                                                       does not apply in the event of failure caused by the
                                                                       Government’s applications. If the Government has root
                                                                       access to the servers located in their VLAN, the operating
                                                                       system is exempt from the guarantee. Sprint will
                                                                       guarantee only hardware and connectivity to the Internet.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-14
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
Table 1.B.18-4 Committed Site Availability
                           Service                                                             Description
Sprint Enterprise Commerce                                             Sprint will maintain 100% availability of production
                                                                       managed servers, for which the Government contracts for
                                                                       unmodified, fully Sprint-managed applications on
                                                                       redundant systems in two geographically dispersed Data
                                                                       Centers. For Dedicated Managed Hosting Agencies that
                                                                       manage their own applications in their VLAN, the
                                                                       guarantee applies only to the Sprint-managed hardware
                                                                       and operating system. The guarantee does not apply in
                                                                       the event of failure caused by the Government’s
                                                                       applications. If the Government has root access to the
                                                                       servers located in their VLAN, the operating system is
                                                                       exempt from the guarantee. Sprint will guarantee only
                                                                       hardware and connectivity to the Internet.

18.7.2                   Site Availability Calculation

18.7.2.1                    Site Availability Statistics

       Sprint will monitor site availability by performing an “HTTP head request” in 10
minute intervals from just within the outermost edge of the Data Center network to
the customer’s server(s). Site availability does not validate customer’s content, but is
based on whether the customer’s server is functioning properly. If the Government
suspects an outage condition does exist, the Government must report such outage to
the Sprint Service Management Center (SMC). An outage condition exists when
Sprint verifies no response to an HTTP head request, subject to the excluded outages
set forth in section 18.7.2.2.


18.7.2.2                    Outages Excluded from Site Availability Statistics

       Outages excluded from Site Availability calculations are:

             Outages on the network outside the Sprint Data Center(s)

             Outages caused by Government-provided application software or Government
              modifications to the software installed on Sprint's servers



Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-15
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
             Outages caused by the use of Government-customized or Government-
              developed CGI scripts and/or executables

             Outages caused by third-party-provided primary DNS or SprintIP DNS

             Outages to a staging server or Customer Administration site.

             Outages to production managed servers for sites without dual site hosting
              caused by scheduled maintenance during the designated maintenance window
              (Mondays between the hours of 12:00 am and 6:00 am local time of the Data
              Center)

            Outages caused by the Government, or others authorized by the Government
            to use Sprint services.




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                    1-B-18-16
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02
                                                                                                               Contract No. GS00T99NRD2001
                                                                                                                   Modification Number: PS35
                                                                                                                       Effective Date: 04/12/02
                                          Table of Contents
  18 Managed Hosting Service ............................................................................... 11
  18.1 Introduction ................................................................................................. 11
  18.2 Service Offerings ........................................................................................ 11
    18.2.1 Shared Hosting........................................................................................ 11
    18.2.2 Basic Commerce ..................................................................................... 22
    18.2.3 Enterprise Hosting .................................................................................. 33
    18.2.4 Enterprise Commerce ............................................................................. 44
18.3 Standard Service Components ........................................................................ 55
       18.3.1 Site Security ........................................................................................ 66
         Customer Administration Network............................................................. 66
       18.3.2 Backup Procedures ............................................................................. 77
       18.3.3 Sprint Monitoring and Troubleshooting ............................................. 88
       18.3.4 Software Support ................................................................................ 88
       18.3.5 DNS .................................................................................................... 99
       18.3.6 Transferring Content from a Different Internet Service Provider (ISP)
               1010
  18.4 System Administrator Functions ................................................................ 1010
    18.5 Root Access ............................................................................................ 1111
    18.6 Prepackaged Solutions Service Components .......................................... 1212
  18.7 Performance Guarantee........................................................................... 1414
    18.7.1 Committed Site Availability ............................................................... 1414
    18.7.2 Site Availability Calculation ............................................................... 1515
       18.7.2.1 Site Availability Statistics ........................................................... 1515
       18.7.2.2 Outages Excluded from Site Availability Statistics .................... 1515

                                                                                                                                                    Formatted
                                                                       List of Tables

Table 1.B.18-1 Sprint Managed Hosting Prepackaged Solutions Comparison ..... 55
Table 1.B.18-2 Reporting Tiers Summary ............................................................. 55
Table 1.B.18-3 Prepackaged Solutions Service Components ............................... 1313
Table 1.B.18-4 Committed Site Availability ........................................................ 1414




Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.                      1-B-18-1
                                                                                                                                      20131.02E
                                                                                                                                        V1_B_18
                                                                                                                        Submission Date: 04/12/02

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:5
posted:8/5/2012
language:
pages:17