Download the complete service offering doc format of massgov_hosting_services_definition.doc
 


1. Description of Service

Mass.Gov is responsible for providing a secure, high availability web hosting and web publishing platform, training and documentation of best practices and guidelines.  We are responsible for keeping all products up to date and ensuring they comply with all relevant enterprise standards and policies.

Mass.Gov provides website hosting for three types of public facing sites:

"Portalized" sites

These sites make full use of the Mass.Gov content publishing toolset and Mass.Gov branded templates, and have a user-focused Mass.Gov information architecture.  Sites are built and maintained using the Percussion CM System CMS.  Content is separate from presentation.  Presentation (display) is fully controlled via the portal templates, cascading style sheets, and JavaScript, which provide not just consistency, but "built in" accessibility for navigation and display.

  • Percussion Content Management System for content authoring.
  • Citizen Alerts.
  • Portal User Group, Lead Site Administrator Group,  and Portal Advisory Board.
  • Link checking, spell checking and limited accessibility checking from SiteImprove.
  • Periodic content archiving from ArchiveIt.org.
  • Web form processing.

Conventional HTML Websites

These sites are conventionally coded in HTML.  Content may or may not be separate from presentation.  Site administrators are responsible for ensuring that presentation code and content comply with Commonwealth Web Accessibility Standards.  An FTP / WebDAV connection is used to store web files and publish to production.  Content development/maintenance may take place on separate agency-owned servers.

Blogs

Mass.Gov provides and hosts standardized blogs for customers of our website hosting service.  These blogs are based on WordPress and leverage a consistent layout and design.  Blog provisioning is based on the approval of a blog governance and publication plan.  Blogs should be requested by Lead Site Administrators or by a site’s Portal Advisory Board representative. 

 

Services Not Included

  1. Hosting of applications
  2. Support for content or transactions requiring authentication

Customers interested in adding stock photos to their website should review recommended options from Mass.Gov team on wiki.


Support services include:

 



 

2. Service Targets and Metrics

Targets

Note: An expected minute of unavailability refers to planned as well as unplanned unavailability.

Service Requirement

Description

Content Delivery

This allows public access to www.mass.gov including search functionality.

Service availability hours are 24x7 excluding planned maintenance and unplanned outages which occur during non-business hours.  Customers will be notified of planned maintenance via email lists.

Content Authoring

This is the ability of content authors to make changes to their content.

Service is available 24x7 excluding planned maintenance and unplanned outages which occur during non-business hours.  Customers will be notified of these changes via email lists.

Incident Management*

 
MassIT Service Management Office has standard processes to managing incidents, requests and changes.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
Planned
Maintenance
Mass.Gov Environment: Maintenance is performed periodically and is scheduled using the MassIT change management process.  During maintenance, services are generally not impacted.  Any planned maintenance that impacts service will be described on our support page on the Wiki.  
Daily BackupsBackups are performed daily and require no downtime.

 

Metrics

Performance

Description

Measurements

Not available at this time

 

 

Availability

Description

Measurements

Not available at this time

 

 

 


3. Service Reporting

The following reporting information is provided to customers as part of this service:
 

Report

Description

Reporting Interval

Disk Storage ReportThis report shows file storage in each directory.  This is used as one factor to determine chargeback.  An ancillary report for portalized sites only shows the largest document content items per site.Published monthly on MassIT website under statistics.
Web Usage Metrics

This report shows traffic to a site including requests and bandwidth.  Bandwidth in this report is used as one factor to determine chargeback.

See: Statistics for Public Sites

Given the limitations of current web usage metrics, we are encouraging all sites to make use of Google Analytics and we may limit generation of web usage metrics based on log data to include only details related to chargeback billing.  The Portal Advisory Board will be consulted prior to any decision on major changes to these reports.

Published monthly on MassIT website under statistics.


4. Service Requests

COMiT Service Requests *

Description

Lead Time-Business Days

Request New Content Management LoginThis is a request for a new content author login using tools used to publish content to the website.4 Days
Technical SupportThis is a request for technical support for a Mass.Gov hosted website, application or service.Lead time depends on specific request

*For new service requests only. To manage existing requests, please log into COMiT.



5. Customer Responsibilities

Customers are responsible for posting their own content and for the accuracy, completeness, quality and accessibility of their content.  Customers will, on occasion, be asked to participate in requirements development and/or testing of portal enhancements (portalized customers only).

For your convenience, you may also view a detailed list of customer responsibilities doc format of massgov_hosting_services_definition.doc
.

 


6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

Cost framework: Mass.Gov

1.Direct Charges to Customers

1A. Customer Specific - Costs Directly Charged to Customers
DESCRIPTIONCOST
 $0
Total 1A. Customer Specific - Costs Directly Charged to Customers$0
Total 1. Direct Charges to Customers$0

2. Direct Dedicated Resources

2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)
DESCRIPTIONFTECOST
Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)7.00$540,657
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)7.00$540,657

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- SHI-Optimal Usability Testing Suite-$2,236
- Other Costs, Reclassifications, Adjustments-$104,750
- SHI-Formstack Max 1 yr. software subscription for Mass.Gov-$8,000
- SHI-Business WordPress Hosting-$3,286
- SHI-Browserstack Testing and Developer-$500
- Dell Hardware-PowerEdge R610 Rack Server-$138
- Dell Software-Camtasia Studio7 for Mass.gov-$58
- SHI-Percussion Web Content Management System-$70,075
- SHI-Google Search Appliances-$72,549
Depreciation$34,110
Other Costs, Re-classifications, Adjustments$455
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$296,157
Total 2. Direct Dedicated Resources$836,814

3. Indirect Costs

3A. Allocated Shared Resources
DESCRIPTIONCOST
 $0
Total 3A. Allocated Shared Resources$0
Total 3. Indirect Costs$0

4. Indirect Costs

4A. Shared ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Data - Silver (Clarion Auto-Tier FC, SATA)-SF0C0$0.0123152784$37,833
Security - Remote Firewall Support-SU020$97024$23,280
Data - Data Backup and Recovery -SG100$0.0893165492$14,778
Hosting - Windows OS Support-SV210$11612$1,392
Hosting - Shared VMWare Platform Support*-SV350$78684$53,352
Data - Dedicated Oracle Enterprise-SV530$886120$106,320
Data - Shared Oracle Cluster -SV570$26648$12,768
Data - Platinum (Symmetrix)-SF0K0$0.03456448$1,919
Hosting - Linux OS Support-SV120$283432$122,256
Total 4A. Shared ITD Data Center Services   $373,899
Total 4. Indirect Costs$373,899

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$156,029
Total 5A. Allocated Costs Not Specific to Service$156,029
Total 5. Allocated Costs$232,121

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments-$253,500
Total 6A. Management Adjustments-$253,500

 
Total 6. Management Adjustments-$253,500

 
GrandTotal: Application Services - Mass.Gov$1,189,334

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Application - Mass.Gov Fixed Cost-Website / MonthSV6A0$50638.666666666667$31,933
Application - Mass.Gov Disk Storage-MB / MonthSV6B0$0.20671399771.24333333$289,350
Application - Mass.Gov Bandwidth-GB / MonthSV6C0$15.371356472.2733333333$868,051
Total 7A. Rates Pertaining to this Service   $1,189,334

 

Download a complete listing of all chargeback rates


Updated October 21, 2014
Reviewed August 12, 2014
Published August 14, 2009
Created April 16, 2009: Information provided by the Mass.Gov Team