Midrange Hosting Services

Standard

Server Hardware

• ​Server hardware applies to all server components including: Web servers, application servers, file and print servers, etc. DoIT will work with the customer to determine the optimal place for hosting requested applications, web sites, programs, etc., with the emphasis on virtualizing as much as possible. In the cases where Department project initiatives have not been identified in the IT Planning process, DoIT and the Department may need to work together to identify funding strategies to support additional infrastructure costs. Larger server resources may require a Special Billing Agreement (SBA). All hardware maintenance contracts for server equipment will be provided by DoIT unless otherwise stated and agreed to within an SBA.

​Server Software

• ​The cost for licensing software (including the basic operating system) as well as software support for system administrators is included in the rate for this product.

​Server Administration

• ​Installation, deployment, maintenance and support of the operating system (OS) and the web and application server software. This includes Windows, UNIX and Linux operating systems
• Revisions and patches are monitored, managed, scheduled and installed using the DoIT Change Management Process. Security patches will be applied as they become available
• Application Server Administration: Revisions and patches are installed as directed and scheduled by the Department. Security patches will be applied as they become available
• Web Server Administration: Revisions and patches are installed as directed and scheduled by the Department. Security patches will be applied as they become available
• System Administrators maintain sole root access
• Provide packaging and deployment infrastructure for customer applications, sites and programs. Ensure that applications are packaged and deployed to servers on a timely basis using standardized and automated procedures
• Monitoring of system performance, management of environment characteristics including: load balancing, security, availability requirement, clustering, capacity planning, deployment and day-to-day environments
• Work with the customer to analyze, recommend and implement solutions to improve the operational efficiency of applications in the server environments

​Network Connections

• ​Ethernet service connectivity
• Fault tolerant network with redundant paths
• Operational support provided

​Data Center Maintenance

• ​All costs associated with the data center management for the purpose of supporting the hosting environment will be provided
• Equipment racking and cabling, power and environmental needs, backup power and emergency generator fail over
• Secured access to include physical deterrents and video surveillance
• Redundant environmental, processing, storage and connectivity infrastructure
• Suitable for mission critical applications
• Data replication for business continuity is not a component of this product but can be provided and charged through an SBA
• Not to be used for data backup purposes
• Redundant, fault tolerant hardware with a RAID 5 storage array
• Support for a wide array of operating systems and hardware platforms
• Physically secure, climate-controlled environment
• 24/7 monitoring of the hardware availability
• Reliable uninterruptible power with battery backup and generator power

​Data Protection Services

• ​Enterprise servers hosted in the DoIT enterprise data centers
• Department specific servers that may reside at Department site
• Servers are backed up to disk and tape resources located in the DoIT enterprise data centers
• Data accessed by the server located on external devices (SAN and NAS) can also be backed up
• System Administrators will responsible to initiate restoring data as requested by the Department
• Initial full backups of system data are performed. Thereafter all backups are differential (changed data only). Additional rates may be applicable if multiple full backups or an archive is required
• Physically secure, climate-controlled environment
• 24/7 monitoring of the hardware availability
• Reliable uninterruptible power with battery backup and generator power

​Citrix Services

• DoIT will offer Citrix Services which will allow agencies to deliver a customized suite of desktop applications to users without those users each needing the applications installed on their own workstation. Using central servers, Citrix Services facilitates the delivery of applications.  ​Disaster Recovery for hosting is a bundled service and included as a feature for hosting services colocation.  For agencies meeting specific business requirements, co-location services are available to segment components and data.
• A Thin Client Use Cases document may be accessed in the right-hand column of this page under the Thin Client category.  It provides a general understanding of which types of users would be better served, in terms of productivity and efficiency, by Thin Client devices.

Features Not Included

• ​Hosting Services does not include application support for application functionality, fixes and modifications
• ​Software that will not be covered for replacement will include database software and maintenance
• ​Problem resolution does not include re-writes, fixes or modifications to applications.  It is not the responsibility of administrators to fix deficiencies inherent to the operating systems, other server support systems or security patches approved by the customer for deployment or ordered by the customer to address security or system compatibility

• Service provisioning and implementation
• Incident resolution
• Routine maintenance
• Funding of hardware and hardware maintenance related to the server environment. 
• Promptly inform the customer of any outages or problems discovered
• Repair according to service level agreements established and agreed upon with the customer and DoIT
• Security revisions, version upgrades as well as data storage, data backup/restoration and other services required for maintaining the stability, safety and peak functionality of the server are performed by system administration within the Infrastructure hosting group

• Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements
• Costs of securing proprietary software, application server software, database software and for software maintenance.
• Provide DoIT with a written and signed description of the work to be performed with the expected date of completion (Statement of Work)
• Provide DoIT with the Department name, technical contact information and the charge code to be used for billing purposes
• Submit all requests and problems through the DoIT Service Desk