Download the complete service offering doc format of unix_services_definition.doc

 


1. Description of Product Offering

MassIT provides reliable and secure centrally managed UNIX Dedicated Distributed Hosting Services for Commonwealth IT Services. This service offers fully managed services for the system administration of UNIX (AIX/HPUX) operating system platforms and the associated hardware platforms on which they are installed. Customers pay the initial (hardware and software) infrastructure costs for MassIT to procure the necessary equipment to host a customer's IT solution. These costs are included in the BAR (Business Application Request form) and identified as "one time" costs and agreed to by both the customer and MassIT.

The Unix Dedicated Distributed Hosting Product Offering includes:

Facilities Management

  • Physical security, cooling, environment and redundant power

Systems Engineering

Systems Maintenance

  • Administration and maintenance of servers to ensure that each hosted operating system server is reliable, is performing adequately, and is providing overall service availability
  • Utilization of vendor operating system subscription services for maintaining servers at recommended patch and release levels following standard change management procedures
  • Maintain current inventory/asset information and support history for each managed host that can be made available to customers
  • Standard capacity and performance analysis reporting capabilities for customers to review utilization, performance and trending information for CPU, system processes (as defined by customer), memory, and storage
  • Systems engineer's participation as needed in ongoing customer service delivery reviews (coordinated by MassIT Service Account Managers).

Systems Support & Monitoring

  • 24 x 7 proactive monitoring, identification, and resolution of technical issues for hosted servers
  • Ongoing security intrusion testing and monitoring
  • Responsive support to incidents based on severity levels
  • Responsive support to unscheduled service outages in a timely manner
  • Provision of diagnostic information to assist with customer application support needs
  • In case of systems failure or systems data loss or corruption onsite recovery of prior end-of-day system level configuration and locally stored data
  • Repair or replacement failing hardware components
  • Access to technical Change Control information

Routine Software Audit Services

  • Software vendors who conduct business with the Commonwealth of Massachusetts contractually reserve the right to conduct periodic software audits on MassIT managed hosts. MassIT will collaborate with our customers and their vendors to complete audits for which the customer does not have the appropriate access to conduct the audit independently. These audits are executed to confirm compliance based on terms of software license agreements MassIT and/or its customers have with these software vendors.

This product offering does not include coverage for Disaster Recovery. This can be procured separately.

MassIT Refresh Policy:

When a customer agrees to fully managed hosting services at MassIT, MassIT commits to maintaining infrastructure per defined service level objectives. For purchased (non-leased) equipment MassIT will fund the equivalent replacement of customer-specific hosted hardware that costs $25,000/per item or more, within five years. MassIT does not incorporate into chargeback rates the funding to replace customer-specific hosted infrastructure components that cost less than $25,000/per item. As such customers are responsible to fund replacement of such infrastructure. Additionally maintenance costs that are incurred for supporting end-of-life customer-specific hosted infrastructure or upgrading software that is not covered by subscription may be direct charged to customers.


MassIT Asset and Equipment Policy:

When a customer requests fully managed services at MassIT, a BAR (Business Application Request) listing all one-time equipment and ongoing chargeback support costs must be approved and processed. Equipment to support a customer's request is then procured as an MassIT owned and managed asset.

When a customer no longer requires MassIT services, MassIT decommissions the equipment and chargeback costs are discontinued. If a customer wants to reuse the equipment for a different MassIT supported solution, the equipment remains active and chargeback costs continue. MassIT determines future use of all decommissioned equipment .


Support services include:

 



 

2. Service Targets and Metrics

Targets

Service Requirement

Description

Infrastructure Component AvailabilityEach server is targeted to be available 24x7 excluding planned maintenance and unplanned outages.
Planned MaintenanceAll production systems require a 2-4 hour window monthly on Saturday and or Sunday ( this can include holidays) from 6:00 am - 10:00 am (actual day and time can fluctuate). All non production systems require a 2-4 hour window monthly during scheduled working hours 7:00 am - 6:00 pm Monday through Friday excluding holidays.
Request Fulfillment*

Staff will respond to service requests during the hours of 7:00 am - 6:00 pm Monday through Friday excluding holidays. 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 Management*MassIT Service Management Office has standard processes to manage incidents, requests, or changes.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
Replacement of Failed ComponentsMassIT contracts with hardware vendors to provide on-site "best effort" four hour response.

 

Metrics

Performance

Description

Measurements

 % of SRs due to poor performancePercentage of service requests due to poor performance of services provided to end-customers. 
Number of Alerts on exceeding system capacity thresholdsNumber of alerts/events on exceeding system capacity thresholds. 
Number of Incidents caused by Inadequate CapacityHow many incidents have been logged with the Service Desk that was caused by a clearly defined lack of capacity. 

Availability

Description

Measurements

 Availability (excluding Planned Downtime)

Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours).

Planned uptime = service hours – planned downtime

Planned downtime is downtime as scheduled for maintenance.

 
% of Outage due to Incidents (Hardware )Percentage of outage (unavailability) due to incidents in the IT environment hardware, relative to the service hours. 
% of Outage due to Change (Hardware)Percentage of outage (unavailability) due to implementation of changes, relative to the service hours. 

*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.

Note: System availability for a customer solution is dependent on the architecture design.

 


3. Service Reporting

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

Report

Description

Reporting Interval

Job Success/Failure ReportsA summary of successful and unsuccessful batch jobs, by server.

Cybermation

On request through CommonHelp

System Resource Utilization

By server, a detailed report of:

  • CPU utilization
  • Memory utilization
  • Disk utilization
On request through CommonHelp
Operating System Log File ReportA report by server of operating system log information.On request through the UNIX Team
System Refresh/Recycle/ Restart ReportA report identifying the number of system refreshes/ recycles/restarts by server.On request through CommonHelp



4. Service Requests

COMiT Service Requests*

Description

Lead Time-Business Days

UNIX User ID/PasswordRequest to add, change or delete user ID, group or access rights.3 Days
UNIX Hardware ChangeRequest new hardware or configuration changes to existing hardware.1-15 Days
UNIX Software ChangeRequest new software or changes to existing OS software or software components.1-15 Days

*For new service requests only. To manage existing requests, please log into COMiT.
Requests related to projects are initiated through the Request Project process.

 

 


5. Customer Responsibilities

The customer will identify and apply customer application patches and configuration modifications, develop standards for and coordination of the move of code into production through the Change Management process, define job schedules and resolve conflicts in the job cycle. In addition, the customer will use capacity planning and management tools, recommend corrective action when needed, develop growth forecasts and develop capacity plans based on ensuring service level attainment.

For your convenience, you may view a detailed list of customer responsibilities doc format of unix_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: Unix P570

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)6.00$537,953
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)6.00$537,953

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- IBM-IBM Server and Software per Schedule #AR5YKT-$59,772
- Other Costs, Reclassifications, Adjustments-$23,860
Depreciation$373,880
Other Costs, Re-classifications, Adjustments$0
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$457,512
Total 2. Direct Dedicated Resources$995,465

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
Unified Communications - Data Center Network Connecton Port Charge-SJ1S0$3511068$374,868
Security - Magnet Port Security -SU060$1541068$164,472
Total 4A. Shared ITD Data Center Services   $539,340
Total 4. Indirect Costs$539,340

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$637,491
Total 5A. Allocated Costs Not Specific to Service$637,491
Total 5. Allocated Costs$637,491

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
 $0
Total 6A. Management Adjustments$0

 
Total 6. Management Adjustments$0

 
GrandTotal: Hosting Products - Unix P570$2,172,296

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Hosting - Shared IBM P-Series Support -CPU / MonthSV440$2827692$2,172,296
Total 7A. Rates Pertaining to this Service   $2,172,296

 

 

Cost framework: Unix HP - Superdome

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)2.00$192,087
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$192,087

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Advizex Technologies-HP SuperDome Server Solution for HHS MMIS Development Environment plus newer SuperDomes-$453,454
- Other Costs, Reclassifications, Adjustments--$16,919
Depreciation$9,746
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$446,281
Total 2. Direct Dedicated Resources$638,368

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
Security - Magnet Port Security -SU060$15484$12,936
Unified Communications - Data Center Network Connecton Port Charge-SJ1S0$35184$29,484
Total 4A. Shared ITD Data Center Services   $42,420
Total 4. Indirect Costs$42,420

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$408,808
Total 5A. Allocated Costs Not Specific to Service$408,808
Total 5. Allocated Costs$408,808

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
 $0
Total 6A. Management Adjustments$0

 
Total 6. Management Adjustments$0

 
GrandTotal: Hosting Products - Unix HP - Superdome$1,089,596

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Hosting - Dedicated HP-Superdome UNIX Support***-CPU / MonthSV480$1195912$1,089,596
Total 7A. Rates Pertaining to this Service   $1,089,596

 

Download a complete listing of all chargeback rates


Updated October 21, 2014
Reviewed August 12, 2014
Published November 29, 2010
Created November 2, 2010: Information provided by the Service Account Management Director and Hosting Services Business Team Lead