ATTACHMENT J WINDOWS PLATFORM

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1 1 DESCRIPTION OF SERVICE 1.1 WINDOWS CAPACITY UNIT Provides processing capacity when dedicated server resources are required to support the associated Windows Managed Server service. Capacity Units are sold in quantities of memory and processing power, specifically Gigabytes of RAM and GHz of CPU. Minimums apply. Customers requiring dedicated physical hardware must provide justification and if approved, will be billed for all Gigabytes of RAM and physical GHz times cores present within the server. Subscribed Service Name Product ID Billing Unit Performance Measurement/Calculation Windows Capacity Unit 5654/6884 Windows Capacity Unit (CU)/Month N/A Windows Capacity Unit is defined as each 1024 MB of RAM and each 1000 MHz of processor pool resources allocated to the OS. Customers of physical servers will be charged for all RAM and all processor MHz for all cores available to the OS. Six (6) Windows Capacity Unit (four (4) CU Processing & two (2) CU RAM) are required to minimally provision a server under this model. Additional capacity will be provisioned upon request and is subject to availability. Customers utilizing SAN or NAS based Managed Storage will be required to have a storage Service-Level Agreement (SLA). All Windows Managed Servers require a partition be provisioned with minimum of sixty (60) GB to be used exclusively for the operating system. Additional data/applications storage will be provisioned at Customer request, subject to availability. The additional storage will be assigned a different drive designation. Customers with legacy direct attached storage which are not part of the Provider Storage service should expect to incur agency direct costs for maintenance and hourly billing for any services required. Windows Managed Server requires a Backup and Replication service to meet service availability requirements. Servers without an executed Backup and Replication service are excluded from all up time provisions of this service. Customers providing Backup and Replication services to the Provider of Windows Managed Server may execute an MOU (Memorandum of Understanding) and comply with the Providers Backup and Replication standards to meet this requirement. Page 1 6

2 1.2 WINDOWS MANAGED SERVER The Provider is responsible for ensuring the overall health and availability of the server hardware, operating system and basic network connectivity. Application-layer management responsibility is maintained by the Customer with optional Provider support. This service provides hosting of a Windows-based server operating system (OS) instance, and includes OS licenses and support, OS configuration and tuning, OS patch management in standard maintenance window, 24x7 core system monitoring, compliance/security management, and anti-virus protection. Capacity Unit (CU), Storage, Data protection (backup), and network connectivity (NU) services are required and covered under separate offerings. Subscribed Service Name Product ID Billing Unit Performance Measurement /Calculation Windows Managed Server 5716/6882 Window Server Unit (SU)/Month Windows Managed Server will be available 99.5% of the scheduled availability. Actual scheduled availability (minutes) minus reported downtime (minutes) divided by scheduled availability (minutes). Windows Managed Server includes: 1. Operating system (OS) platform management at the Provider facility. 2. Use of fully managed, dedicated servers for Customer processing. 3. OS installation/configuration. 4. Server patch management - Regular deployment of Microsoft OS patches. 5. Server health and availability monitoring - incident notification and response 24 x 7 x Security scanning and remediation efforts. 7. Virus protection - Installation, configuration and on-going maintenance of the anti-virus software. 8. Server operating system license. 9. Virtual machine snapshots (available upon request) which are retained for a maximum of five (5) business days. For longer term needs clones are available at additional cost. 10. Basic network connectivity Minimum of one (1) GB/s connection applies to shared environment (subject to bandwidth usage charges). 11. Availability - Virtual servers operate within a highly available VMware farm (applications that are not designed for high availability will incur outages during a hardware fault). 12. Clustering available upon request. Page 2 6

3 Unless otherwise justified a newly provisioned server will be supplied via the Provider s highly available (HA), SAN-connected VMware Farm. Below is a list of Customer responsibilities in the Windows Managed Server (this includes, but is not limited to): 1. Application development and deployment in the development environment. 2. Application deployment in the test and production environments. 3. Application remediation, monitoring, installation, patching and support. 4. User provisioning. Time spent by the Provider performing such application-layer activities will be charged at the appropriate Custom Support rate. A Service Request will be required for any additional billable service needs that are identified from such application-layer activities. The Provider reserves the right to limit the number of code promotions, application-layer issues support and security events. The Customer may incur Custom Support rate if Customer test and development processes are not managed and time spent becomes unreasonable or extreme. In addition to the monthly recurring SU and CU charges for Windows Service, any work performed by the Provider that is not included in scope of the service description or is inside the Custom Support Window, will be billed to the Customer at the Custom Support rate. Every effort will be made to provide the Customer with a cost estimate in advance of the work being performed; however, advance notice and/or a cost estimate is not required if a service disruption is eminent. Any additional support services will be based on actual time spent by staff and billed monthly at the Custom Support rate for the platform(s) involved. Security Events The Provider stands ready to assist with any security event investigation and remediation activity to protect the information assets of its Customers. However, security events that are found to be the result of application-layer issues and services not offered by the Provider will be subject to Custom Support rates. 2 STANDARD ENVIRONMENT Agency for State Technology has established enterprise architecture standards for hardware, software and supporting infrastructure hosted at that facility. These standards include, but are not limited to, requirements for operating systems, storage, networking, security, facilities, cabling and other elements relating to efficient and effective data center operations. Standards are available for review upon request. All Service Level Targets regarding availability, continuity, security and capacity are contingent upon systems complying with the established Page 3 6

4 architectural standards. Customers utilizing End-of-Service-Life (EOSL) hardware or software may be subject to additional charges. 3 SERVICE LEVEL COMMITMENT The Provider is committed to meeting a minimum up time of 99.5% for Windows Managed Server. Reports will be provided via the self-service portal. 4 SERVICE AVAILABILITY WINDOWS Windows Platform Service Availability, Standard Maintenance and Custom Support Windows are outlined in the table below. Service Availability Windows Windows Time of Occurrence Description of Activities to be Performed Service Availability Window Standard Maintenance Window Custom Support Window Business Days: Monday - Friday 7:00 AM 6:00 PM (ET) Business Days: Monday - Friday 6:00 PM Midnight (ET) Business Days: Monday - Friday Midnight - 7:00 AM (ET) Saturday, Sunday and State Holidays: All day This is scheduled availability. Any maintenance activity will not be performed without an approved emergency change request. Normal maintenance, changes and system enhancements will be performed during this time. Service requests made by the Customer during this window will be charged Custom Support rate. 5 ROLES AND RESPONSIBILITIES General roles and responsibilities for this platform are defined in the RACI responsibility matrix below. 1. Responsible (R) - Those who do the work to achieve the task. There is typically one role with a participation type of responsible, although others can be delegated to assist in the work required. 2. Accountable (A) - (also approver or final approving authority) - The one ultimately answerable for the correct and thorough completion of the deliverable or task and the one from whom responsible is delegated the work. In other words, an accountable must sign off (approve) on work that responsible provides. There must be only one accountable specified for each task or deliverable. Page 4 6

5 3. Consulted (C) - (sometimes counsel) - Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication. Consultation prior to event/decision typically done through Change Management. 4. Informed (I) - Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication. 1 Windows Platform Functions Ensures the overall health and availability of the server hardware, operating system and basic network connectivity. Customer Provider Tech Mgt Tech Mgt I I R A Maintain Customer application code; Comply with FL Administrative Code 71A-1 with respect to Customer application security and logical separation of development, test and production services. Manage Customer Active Directory (AD), including account adds/modify/deletes. Manage Provider Active Directory (AD), including account adds/modify/deletes. (Customer resource forest) 5 Manage Customer Application. 6 Manage Group Policy, with the exception of those settings which modify security, audit or patch behavior of those servers at the Provider facility. (Customer) 7 Manage Group Policy. (Customer resource forest) 8 Manage internal DHCP, WINS and DNS namespace. (Customer) 9 Manage DNS namespace. (Customer resource forest) 10 Perform testing following changes performed by the Data Center. 11 Perform testing following Provider patch services. 12 Purchase and maintain application licenses. 13 Restart application-specific services, not provided by the AST as an enterprise service. 14 Notify Provider Service Desk of all Service Issues and Requests. 15 Plan and coordinate continuity of operations plans for critical agency-specific servers and applications. 16 Plan for and acquire capacity to fulfill Customer requests. 17 Provide server anti-virus management and maintenance. Page 5 6

6 Windows Platform Functions Customer Provider Tech Mgt Tech Mgt 18 Provide server availability and monitoring. 19 Acquire server backup and recovery. (Service Required) 20 Provide server connectivity to wide area network. 21 Provide server installation and configuration of operating system. 22 Maintain server/service security; Comply with FL Administrative Code 71A-1 with respect to server, network and service security. 23 Provide server management and administration. Monitor server availability 24x7x365 on an on-going 24 basis, with immediate alerts sent to support staff when service interruptions or degradations are detected. 25 Manage server operating system license purchase and maintenance. 26 Perform server patch management and maintenance. 27 Reboot servers when required. 28 Restart native operating system services. 29 Utilize Provider s Change, Incident, Release, Problem and Configuration Management Processes. Page 6 6

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