SERVICE CATALOG

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2 Table of Contents Introduction... 3 Service Management... 3 Business Services Offered... 3 DATA CENTER FACILITY AND OPERATIONS... 4 Additional Electrical Circuit... 4 Floor Tiles... 4 Rack Mounts... 4 Scheduling Services... 4 Tape Vault... 4 MAINFRAME PLATFORM... 5 z/os Processing... 5 Backup/Virtual Storage... 5 CICS Processing... 5 DB2 Processing... 5 DCF DB2 Processing... 5 DCF IMS Processing... 5 DCF Storage... 6 DCF z/os Processing... 6 Storage... 6 NETWORK PLATFORM... 7 Load Balancing... 7 Network Bandwidth... 7 Page 1 of 14

3 Network Unit... 8 OPEN SYSTEMS PLATFORM... 9 EDI Translation... 9 Web/App/File Transfer Services... 9 Linux/UNIX Capacity Unit... 9 Linux/UNIX Managed Server... 9 STORAGE PLATFORM Storage Services BACKUP AND RECOVERY PLATFORM Data Protection Services DATABASE PLATFORM Oracle Services SQL Service WINDOWS PLATFORM Windows Capacity Unit Windows Managed Server MANAGED APPLICATIONS Citrix EV Cloud Archive OPTIONAL CUSTOM OFFERINGS Custom Support Offering Disaster Recovery Offering Page 2 of 14

4 Introduction The Agency for Sate Technology (AST) has two primary data center facilities owned and operated by the State of Florida. The AST provides Customers with the latest in security, redundancy and connectivity. In order to assure that we operate in a manner consistent with best business practices, maintain the trust of our Customers and effectively utilize our equipment and facilities, we have a number of policies and procedures in place. Service Management ITIL defines a service as a means of delivering value to Customers by facilitating outcomes Customers want to achieve without the ownership of specific costs and risks. As the AST adopts the body of industry best practices, this agency will be focused on service and service management. Service Management is more than just a set of capabilities. It is also our professional practice supported by our extensive body of knowledge, experience and skill. Business Services Offered The following pages describe the AST s service offerings. Our services are divided into the following Service Areas: Data Center Facility and Operations Mainframe Platform Network Platform Open Systems Platform Storage Platform Backup and Recovery Platform Database Platform Windows Platform Managed Applications Optional Custom Offerings Page 3 of 14

5 DATA CENTER FACILITY AND OPERATIONS Additional Electrical Circuit Circuit/Month Provides electrical circuits for requirements that exceed the standard number of circuits provided for cabinets or rack mount installs. Standard single cabinets include 1-30 Amp - 208V (2) pole circuit, and standard rack mounts include 2 power strip receptacles (1 primary and 1 backup) within the cabinet. If redundant power is requested or required by the Customer, the Customer will be responsible for the installation cost of the new circuit(s) and any additional monthly recurring charges at the current fiscal year's rate per pole. Circuits are monitored for current, voltage and power. Floor Tiles Tile/Month Rack Mounts 1U/Month Provides a physically secured footprint for Customer owned cabinets within the Provider Data Center that includes under floor cable management, power (cabinets should not exceed 1.25 kw per tile), HVAC, and is monitored 24x7x365. A floor tile is a 2' x 2' tile used as the unit of measure. Provides a physically secured 19" standard cabinet for Customer owned equipment within the Provider Data Center. The standard rack mount unit measurement is 1 Rack Unit = 1U or 1.75". Scheduling Services Labor Hour/Month $/Hour Provides administration and support of workload scheduling and batch activity. Included are Job Control Language (JCL) documentation review for job compliancy, correctness, and accuracy to ensure jobs sustain production ready status. Planned implementation, upgrades, and installations to support workload scheduling are also in scope for this service. Tape Vault 20 Slots/Month Provides secure vaulting for Customer's output media within the Provider's Data Center. Customers are charged according to the number of tapes vaulted. Page 4 of 14

6 MAINFRAME PLATFORM z/os Processing IBM Resource Units/Month Provides mainframe system resources for batch, TSO and other basic services. Includes batch process monitoring for automated jobs that can be executed with minimal human interaction. Backup/Virtual Storage Gigabyte/Month Provides management and proactive monitoring of the virtual tape subsystem environment used for mainframe data backup. In addition, this service includes the movement of tape media containing the backup data to the designated offsite vaulting facility. Customer mainframe system backups (full and incremental) are scheduled based on criteria specified in the service level agreement (SLA). CICS Processing IBM Resource Units/Month %of Service Provides IBM - CICS subsystem(s) for Customer applications. CICS offers advance recovery options and ensures that transactions are rolled back appropriately when they fail. DB2 Processing IBM Resource Units/Month Provides IBM - DB2 database subsystem(s) for Customer applications. All DB2 related software hosted in the AST mainframe environment is included in this service. DCF DB2 Processing Actual Cost/Month Actual Cost Provides IBM - DB2 database subsystem(s) for Customer applications. All DB2 related software hosted in the AST mainframe environment is included in this service. DCF IMS Processing Actual Cost/Month Actual Cost Provides IBM - IMS database subsystem(s) for Customer applications. All IMS DB/TM related software hosted in the AST mainframe environment is included in this service. Page 5 of 14

7 DCF Storage Actual Cost/Month Actual Cost Provides management and proactive monitoring of storage subsystems used in the AST mainframe environment. DCF z/os Processing Actual Cost/Month Actual Cost Provides mainframe system resources for batch, TSO and other basic services. Includes batch process monitoring for automated jobs that can be executed with minimal human interaction. Storage Gigabyte/Month Provides management and proactive monitoring of storage subsystems used in the AST mainframe environment. Page 6 of 14

8 NETWORK PLATFORM Load Balancing 100 Concurrent Connections/ Month Provides for the creation and maintenance of Virtual IP Address (VIP) and Proxy or Load Balancing to backend hosts. Includes SSL termination, acceleration, optimization, and health monitoring. Charged by the number of concurrent connections provisioned to meet the technical and performance requirements. Hardware and software components of service are designed to be Highly Available (HA) with device failover. Service does not include SSL certificate purchases (Customer responsibility), for applications unable to leverage the Provider s wildcard certificate. Network Bandwidth Gigabyte/Month Provides remote network connectivity to and from destinations outside the Provider s Data Center that leverage shared resource connections (MFN Public Services, MFN Common Services). The amount of network traffic entering or leaving the Provider s Data Center is captured by IP addresses which are used to identify Customer-specific traffic for usage purposes. Service does not include network traffic to or from partner-specific connections (MFN Private Services, Bridged Connections), which are directly billed to partner or thirdparty. Service is provided directly by AST-North, but outsourced through DMS- DivTel for AST-South. Page 7 of 14

9 Network Unit Network Units (NU)/Month Provides local network connectivity to servers or appliances, whether they are physical or virtual. One Network Unit (NU) is required per server or appliance that requires network connectivity or backup. Multiple physical or virtual connections may be configured for redundancy or access reasons. Interface specific settings are based on speed, usage, and other parameters available on the upstream switch and connected device. Service includes configuration and maintenance of port settings and monitoring of link status and usage. Nonstandard configurations such as fiber or special port setup may incur additional charges. Page 8 of 14

10 OPEN SYSTEMS PLATFORM EDI Translation Kilobyte Transfer/Month Web/App/File Transfer Services Linux/UNIX Capacity Unit Web Unit/Month Capacity Units (CU)/Month Provides EDI data transformation services in support of database and application loading. Provides HA web based application and file transfer services for Customers via shared Linux/UNIX environment. Provides the required processing capacity to support any Linux/UNIX Managed Server. Capacity Units are calculated using two components: (1) the Gigabytes of RAM divided by 4 and (2) the number of CPU cores times the base GHz per core. The two components are then added together to determine the total capacity units. Customers utilizing physical servers will be charged for all capacity units within the server/zone/container provided. Server restrictions apply, including minimum sizing for new physical servers and all such server capacity must be x86 based commodity hardware. Customers requiring noncommodity hardware should contact AST and will be required to provide justification for approval. Linux/UNIX Managed Server Unix Server Units (SU)/Month Provides hosting of a Linux/UNIX-based server operating system (OS) instance. Includes OS licenses and support, OS configuration and tuning, OS upgrades, OS patch management in standard maintenance window, 24x7 core system monitoring, and compliance/security management. Capacity Unit (CU), Storage, Data protection (backup), and network connectivity (NU) services are required and covered under separate offerings. Page 9 of 14

11 STORAGE PLATFORM Storage Services Allocated Gigabyte/Month Provides management and proactive monitoring of NAS and SAN-based storage in a non-mainframe environment. BACKUP AND RECOVERY PLATFORM Data Protection Services Protected Gigabyte/Month Provides backup of protected data for the purpose of system and data recovery, not records retention. This service includes daily incremental, weekly and monthly full backups. Provider will plan, schedule, and implement standard backup and recovery processes. The retention period is 6 weeks (weekly full backups stored offsite, daily incremental backups onsite), and 18 months (monthly full backups stored offsite) in a secured facility. Page 10 of 14

12 DATABASE PLATFORM Oracle Services Resource Units (RU)/Month Provides physical database management of Oracle-based databases hosted at the Provider's Data Center or at selected remote sites. Service includes installation, configuration, Oracle database and diagnostics license maintenance, 24x7 performance monitoring, 24x7 availability monitoring by Operations and quarterly Oracle security patch deployment for supported versions. SQL Service Instances/Month Provides for Customer SQL Server database instances residing on servers located at the Provider s Data Center or at selected remote sites. Service includes installation, configuration, SQL backup job management, and 24x7 monitoring and quarterly Service Pack security patch deployment coordinated with Customers for supported versions. Page 11 of 14

13 WINDOWS PLATFORM Windows Capacity Unit Capacity Units (CU)/Month 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. Windows Managed Server Window Server Units (SU)/Month 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. Page 12 of 14

14 MANAGED APPLICATIONS Citrix Peak Concurrent rs/month Provides support for remote access and central application deployment for Customers in a shared, highly available configuration, while providing capability for dedicated application servers for each entity. Service includes installation, administration, support, licensing, and maintenance of the Citrix environment. Customer applications deployed remain the responsibility of the Customer. EV Cloud Archive r/month d Provides Customers access to Symantec's Enterprise Vault Cloud services. This provides for robust archiving, search, and discovery. OPTIONAL CUSTOM OFFERINGS Service Name Custom Support Offering Disaster Recovery Offering Provides support for technical activities that are not supported as part of the standard Managed Services catalog items. This support is generally more application oriented in nature, involves non-managed service equipment, or is required as a result of the lack of elevated privileges available to customers. This custom offering provides technical support to customers in the installation, operation, administration, or management of customer applications or equipment. This offering is contingent on availability of staff and skill sets and is billed hourly based on staff utilized. Provides a structured approach to providing a comprehensive information technology infrastructure for managing, maintaining, and enhancing business-critical Disaster Recovery capabilities located at least 150 miles from Tallahassee. This offering builds on other appropriate SDC Managed Services (server, database, storage, network, etc.) and leverages Infrastructure as a Service (IaaS) and Disaster Recovery as a Service (DRaaS) from Page 13 of 14

15 third-party contractors. This custom offering is available for an additional fee within each of the SDC Managed Compute Services (Mainframe, UNIX/Linux, and Windows). The fees for this offering will be comprised of existing SDC Managed Service offerings required to support the DR infrastructure for the customer s application set as well as any agency direct charges from our cloud provider(s) for specific associated equipment, facilities, and service use and consumption. Page 14 of 14