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Server Support – Platinum Support (Includes Gold Support)
Service Description
This service includes services provided by the Gold Support and application related support (2+ apps), customer backup tools configuration and management, configuration of audit and control tools, operating system upgrades, hardware and operating system capacity planning and capacity planning recommendations.
How do we Charge
Please refer to ISD Rate Sheet for applicable charges.
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Server Support – Gold Support (Includes Silver Support) |
Service Description
This service includes service provided by Silver support and 24/7/365 support time, website monitoring, application monitoring, UNIX/LINUX operating system patching, basic application support (1 application), storage management (RAID 5, 10+1, SAN), advanced hardware upgrades and proactive performance tuning.
How do we Charge
Please refer to ISD Rate Sheet for applicable charges.
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Server Support – Silver Support |
Service Description
This level of support includes 8am – 5pm support time, Monday through Friday. Silver support also includes up/down monitoring, hardware and operating system monitoring and troubleshooting, Windows operating system patching, McAfee VirusScan & Virus definition updates, scheduled maintenance setup, printer setup, FDR backup client install and configuration, basic storage management (Raid 0,1), basic hardware upgrades, performance monitoring, reporting and reactive performance tuning.
How do we Charge
Please refer to ISD Rate Sheet for applicable charges.
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Server Support – Bronze Virtual Machine Guest (CPU and RAM) |
Service Description
A Virtual Machine (VM) is a fully functional server which supports the users OS and applications just like a physical server. A VM Guest is user of VM machine. VM Guest customers have complete access to their guest. VM servers are physically hosted in the ISD Data Center which had redundant power, redundant connectivity and temperature controls.
Services
- Up to two (2) CPU’s per guest
- Up to 8GB of RAM per guest
- 24/7 remote customer access
- 99.9% availability
- Load/Mount/Unload CD/DVD in disk tray
- Load/Mount/Unload ISO image
Hours of Availability
DSG server administration and support for all services are available during business hours which are between 8 AM and 5 PM Monday through Friday. Customers may schedule support services (such as hardware upgrades, software installs, equipment installs, etc.) after business hours on a case by case basis. DSG has emergency on-call technical assistance available 24/7. Customer Responsibilities Customers will have the following responsibilities with regards to ensuring VM Guest server services:
- OS license for VM Guest
- Applications on VM Guest
- Customers will provide a 60 day notification to DSG prior to systems changes
- Customers will use the ADOA Help Desk/REMEDY system for problem resolution and service requests. How do we Charge VM Guests are billed by CPU, RAM and hard disk space used. Please refer to ISD Rate Sheet for applicable charges.
Key Performance Indicator(s)
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Server Support – Copper Hosting Shared Rack Space Service Description |
ADOA provides hosting services, managed by the Distributed Systems Group, to
customers seeking a secure data center environment to house their equipment. We
provide both physical and virtual environments. Please see 5751 Virtual Machine
Guest for detail regarding virtual hosting services. Our physical hosting
options are:
Hosting Options
- 5731 – Copper Hosting Shared Rack Space (U space in a rack with other guests)
Services
- 220v power supply for servers and racks
- Redundant power – public utility and diesel generators
- Redundant connectivity via two core routers
- Onsite 24/7 physical security
- 24/7 electronic security, badge access and cameras
- Temperature controlled environment
- Five (5) “Hands On” incidents per month. Incidents are actions that can be performed by the customer, but the customer is unable to physically be present to perform the actions. Some incidents are:
- Power down/power up a sever
- Install CD/DVD disk in tray o Ping check o Load ISO image
- Escort badged vendors to host location (DSG will escort customer vendor’s to host locations that do not require security supervision. Vendors that require security supervision will be subject to applicable rates for 5721 Server Technician).
Hours of Availability
Hosted servers are available to the customer 24/7 both physically and electronically. DSG provides server administration and support for all services are available during business hours which are between 8 AM and 5 PM Monday through Friday. Customers may schedule support services (such as hardware upgrades, software installs, equipment installs, etc.) after business hours on a case by case basis. DSG has emergency on-call technical assistance available 24/7.
Customer Responsibilities
Customers will have the following responsibilities with regards to ensuring server administration and support services:
- System availability for maintenance and contracted administrative support services
- Any power requirements outside of the standard power configuration will be an addition cost that will be determined prior to installation.
- Customers will provide a 60 day notification to DSG prior to systems changes
- Customers will use the ADOA Help Desk/REMEDY system for problem resolution and
service requests.
How do we Charge
Please refer to ISD Rate Sheet for applicable charges.
Key Performance Indicator(s)
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Server Support – Directory User Administration |
Service Description
Administration of users on the server.
Services
- Additions
- Deletions
- Security administration for each user.
Hours of Availability Server administration and support for all services are available during business hours which are between 8 AM and 5 PM Monday through Friday. Customers may schedule support services (such as hardware upgrades, software installs, equipment installs, etc.) after business hours on a case by case basis. DSG has emergency on-call technical assistance available 24/7.
Customer Responsibilities
Customers will have the following responsibilities with regards to ensuring server administration and support services:
- System availability for maintenance and contracted administrative support services
- Customers will provide a 60 day notification to DSG prior to systems changes
- Customers will use the ADOA Help Desk/REMEDY system for problem resolution and service requests.
How do we Charge
Please refer to ISD Rate Sheet for applicable charges.
Key Performance Indicator(s)
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