|
|
 |
|
|
37640 - Disaster Recovery |
Service Description
ADOA provides hosting services, managed by the Information Service Division, to
customers seeking a secure off-mall data center environment in Tucson to house
their Disaster Recovery equipment. We provide both physical hosting and virtual
hosting environments.
Services
- 220v power supply for servers and racks
- Onsite 24/7 physical security
- 24/7 electronic security, badge access and cameras
- Temperature controlled environment
Hosting Options
6411 Hosting - server/storage 1U/Month
ADOA-ISD Responsibilities
- Signed ISA on file outlining Customer and Client responsibilities
- Provide all necessary power for CLIENT equipment
- Provide air conditioning for CLIENT equipment that meets data center standards
- Provide physical security for CLIENT equipment that meets security standards
- Notify CLIENT of any outage or interruption of service
- Provide badge access to DR environment
CLIENT Responsibilities
- Customer provides server administration and support for all services
- Requirements outside of the standard configuration will be an addition cost
that will be determined prior to installation
- Contact ADOA IT Support Services at 602-364-4444 for assistance or technical
support in the use of or in the event of issues to your environment
- Use the ADOA Help Desk/REMEDY system for problem resolution and service
requests.
- Provide ADOA-ISD with as accurate as possible estimates of future hosting
requirements
- Notify ADOA-ISD of any scheduled maintenance that may require personnel that
do not have data center badges, this includes CLIENT staff and CLIENT vendors
- Provide a list of individuals that will need access to the CLIENT equipment.
These individuals will need to complete the UNAC training prior to receiving
their badge access
- Payment of time installation charges. These charges are base on the server
size and power requirements
- Provide ADOA-ISD with CLIENT contact information during normal and outside of
normal business hours
- Pay all fees associated with the Per Rack Hosting service
- Only store data related to official state business
- Restrict use of the facility for Disaster Recovery systems only. CLIENT
understand this is not a Production facility that their in a shared DR
environment.
JOINT Responsibilities
- Establishment of security for physical access to CLIENT servers and other
equipment
- Environment change requests will be in writing.
- Mutually maintain and abide by the Emergency Contingency Plan
Hours of Availability
Hosted servers are available to the customer 24/7 both physically and
electronically.
Key Performance Indicator(s)
- 98% Availability Network Connectivity:
Network Switch Management – Configure
and monitor switches in the DR Site. Configuration includes design of VLANS, IP
Routing and security of LAN. Intrusion Detection – AIS Security Assessments team
manages a Tripwire server environment that customers may use to monitor change
control on servers. Tripwire is an intrusion detection and data integrity
product that allows you to construct a "baseline" server state representing
optimal settings. Tripwire does not prevent breaches, but rather compares
current state with desired state to determine if any accidental or deliberate
changes have occurred. If changes are detected, they can be rolled back with
minimal interruption of services.
Network Firewall – Perform the following
services for the firewalls in the DR Site:
- Configure and provision devices
- Monitor health and security events 24/7
- Notify customers of major security and health issues and provide event descriptions, context, and high-level
remediation
- Perform upgrades and patch management
- Change firewall rules
- Correlate firewall log data with information collected from other managed devices
- Forward firewall logs for archiving and forensics
- Integrate new product enhancements when released by vendors DR strategies designed to meet Client specific RTO / RPO and are addressed via RFI’s
|
DR Server Support –
Virtual Machine Guest
|
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 Tucson
Data Center
Services
- Up to two (2) CPU’s per guest
- Up to 4GB of RAM per guest
- 24/7 remote customer access
- 98.9% availability
- Load/Mount/Unload CD/DVD in disk tray
- Load/Mount/Unload ISO image
Bronze - Virtual Machine Guest:
5751
Bronze - Virtual CPU CPU/Month
5753 Bronze Virtual RAM 512MB/Month
ADOA-ISD
Responsibilities
- Signed ISA on file outlining Customer and Client responsibilities
- Provide all necessary power for CLIENT equipment
- Provide air conditioning for CLIENT equipment that meets data center standards
- Provide physical security for CLIENT equipment that meets security standards
- Notify CLIENT of any outage or interruption of service
- Provide badge access to the DR environment
CLIENT Responsibilities
- OS license for VM Guest, Applications on VM Guest
- Customers will provide a 60 day notification to ISD prior to systems changes
- Customers will use the ADOA Help Desk/REMEDY system for problem resolution and service requests.
- Customer provides server administration and support for all services
- Any requirements outside of the standard configuration will be an addition cost that will be determined prior to installation
- Contact ADOA IT Support Services at 602-364-4444 for assistance or technical support in the use of or in the event of issues to your environment
- Customers will use the ADOA Help Desk/REMEDY system for problem resolution and service requests
- Provide ADOA-ISD with as accurate as possible estimates of future hosting requirements
- Notify ADOA-ISD of any scheduled maintenance that may require personnel that do not have data center badges, this includes CLIENT staff and CLIENT vendors
- Provide a list of individuals that will need access to the CLIENT equipment. These individuals will need to complete the UNAC training prior to receiving their badge access
- Payment of time installation charges. These charges are base on the server size and power requirements
- Provide ADOA-ISD with CLIENT contact information during normal and outside of normal business hours
- Only store data related to official state business
- Restrict use of the facility for Disaster Recovery systems only. CLIENT understand this is not a Production facility that their in a shared DR environment.
JOINT Responsibilities
- Establishment of security for physical access to CLIENT servers and other equipment
- Environment change requests will be in writing.
- Mutually maintain and abide by the Emergency Contingency Plan
Hours of Availability
ISD 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.
Key
Performance Indicator(s)
Network Connectivity:
Network Switch
Management – Configure and monitor switches in the DR Site. Configuration
includes design of VLANS, IP Routing and security of LAN. Intrusion Detection –
AIS Security Assessments team manages a Tripwire server environment that
customers may use to monitor change control on servers. Tripwire is an intrusion
detection and data integrity product that allows you to construct a "baseline"
server state representing optimal settings. Tripwire does not prevent breaches,
but rather compares current state with desired state to determine if any
accidental or deliberate changes have occurred. If changes are detected, they
can be rolled back with minimal interruption of services.
Network Firewall –
Perform the following services for the firewalls in the DR Site:
- Configure and provision devices
- Monitor health and security events 24/7
- Notify customers of major security and health issues and provide event descriptions, context, and high-level remediation
- Perform upgrades and patch management
- Change firewall rules
- Correlate firewall log data with information collected from other managed devices
- Forward firewall logs for archiving and forensics
- Integrate new product enhancements when released by vendors DR strategies designed to meet Client specific RTO / RPO and are addressed via RFI’s
6401 Disaster Recovery Technical Support Hour
6411 Hosting - server/storage 1U/Month
|
|
|