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Operations & Hosting

Operations Services manage the following services:

Application Hosting including:

  • Storage Management
  • Oracle
  • Business Continuity
  • SQL
  • Operations Management
  • Windows Servers
  • Facilities management
  • UNIX Servers

Standard Service level agreements for Operations Services

Low - This is for planned requests, informational requests, enhancements, documentation, and clarifica­tion of components. The result does not impede the operations of a system. The requester will re­ceive a response from the assigned Operations team member within 3-5 business days.

Medium - A minor loss of service. The impact is an inconvenience, a workaround is available. The requestor will receive a response from the assigned Operations team member within 2 business days of receiving the request via Footprints.

High - Customer experiences a severe loss of service. Important features of a system are unavailable with no acceptable workaround, however operations can continue in a restricted fashion. The requestor will receive a response from the assigned Operations team member within 4 hours of receiving noti­fication.

Urgent - A production system is stopped or so severely impacted that you cannot reasonably continue to work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. Characteristics of an Urgent request are:

  • Data corruption
  • Hardware failure with no built in redundancy
  • Critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, or crashes repeat after restarts

Operations Services will respond within one hour from notification and will work until the issue is resolved. Business and application support must be immediately available for the duration of the outage. In some cases, AITD and CTO approval may be necessary in order to obtain a priority of this nature.

Footprints tickets will be used to track all requests and trouble tickets. Urgent & High tickets will be updated on a daily basis and Medium & Low on a weekly basis.

Escalation of requests: If a service level expectation is not met, the issues can be automatically escalated to the next severity level.

Operations Services: Unix Server Services

Status: Operational

Service Level Targets: see page 27 for Service Level Targets

Availability: 24x7 coverage is available for systems with a specific need for this type of coverage. Normal, default coverage is 8AM - 5PM, Monday - Friday. In order to have 24x7 coverage, OIT needs to receive a written business justification. Once justification has been approved, OIT will work with the business on a service level agreement for the specific systems.

Pricing/Charges: $840.00 per month

Service Components Included in Base Price:

  • 2 unit of rack space
  • 50 gig of storage and backup
  • Network cable
  • CAT NIC cards
  • High Availability of operating system available upon request

Options Available for Additional Charge:

  • $2/gig for additional storage and backup
  • Server replacement with a charge back option over a period of 4 years
  • Server replacement with a one time payment options from agencies- (i.e. a one time grant or project funding source)
  • $12.19/unit for each additional unit over 2
  • Additional client access licenses to support specific applications (ie third party)
  • Fiber channel cards
  • Operating system licenses will be procured by OIT and will be direct billed back to the agency or agencies
  • Support & maintenance contracts, will be managed by OIT but will be direct billed back to the agency/agencies yearly.

What OIT Provides:

  • Primary and secondary server administration support
  • Server procurement
  • Patch management
  • OS support
  • Virus protection
  • Application hosting services
  • Vendor installation assistance
  • Security - server hardening
  • Hardware monitoring (HP insight manager)
  • WebNM monitoring (Hardware monitoring by default and Server Services and log monitoring are available upon request)
  • Backup and recovery of the OS and custom plans available upon request
  • 24 x 7 data center monitoring/coverage
  • Off site tape storage (Iron Mountain)

What the Customer Provides:

  • Application support
  • Disclosures of any/all business requirements for specific applications
  • In the event that OIT has a need for equipment to be located in buildings outside of its main datacenters, access to these buildings will need to be granted to support staff during normal business hours. If there is a 24x7 requirement for this equip­ment or any system supported by this equipment access to the building will need to be 24x7.
  • Application subject matter expert and tester in the event of an upgrade, outage during normal business hours or after hours.
  • OIT uses Saturday's and Sunday's for a routine maintenance window, testers will need to be available when the mainte­nance impacts the application.

How to Obtain Service: Foot prints service request assigned to the Unix team or the regular scheduled meeting with OIT and AITD

How to Escalate Service Issues: If the published SLA is not met, the issues can be escalated to the next priority level or a call made to the Manager or Director of Operations Services.

Benefits/Advantages:

  • A standardized, dependable cost effective server environment guaranteed to meet business needs. Steady predictable costs.

How to Start This Service: All requests should be prioritized from the AITD. At regularly scheduled meeting between OIT and the AITD agreed upon re­quests are submitted and processed. Generally a Footprint ticket will be generated to track each request.

Operations Services: Windows Application Server Services

Status: Operational

Availability: 24x7 coverage is available for systems with a specific need for this type of coverage. Normal, default coverage is 8AM - 5PM, Monday - Friday. In order to have 24x7 coverage, OIT needs to receive a written business justification. Once justification has been approved, OIT will work with the business on a service level agreement for the specific systems.

Pricing/Charges: $635.00 per month

Service Components Included in Base Price:

  • 2 unit of rack space
  • 50 gig of storage and backup
  • Windows OS license
  • Windows Client Access Licenses (cals)
  • Hardware fault tolerance
  • Network cable
  • CAT NIC cards

Options Available for Additional Charge:

  • $2/gig for additional storage and backup
  • Server replacement with a charge back option over a period of 4 years
  • Server replacement with a one time payment options from agencies, like a one time grant
  • $12.19/u for each additional unit over 2
  • Additional client access licenses to support specific applications (ie third party, terminal services)
  • Fiber channel cards

What OIT Provides:

  • Primary and secondary server administration support
  • Server procurement
  • Patch management
  • OS support
  • Virus protection
  • Application hosting services
  • Vendor installation assistance
  • Security - server hardening
  • Hardware monitoring (HP insight manager)
  • WebNM monitoring (Hardware monitoring by default and Server Services and log monitoring are available upon request)
  • Backup and recovery of the OS and custom plans available upon request
  • 24 x 7 data center monitoring/coverage
  • Off site tape storage (Iron Mountain)

What the Customer Provides:

  • Application support
  • Disclosures of any/all business requirements for specific applications
  • In the event that OIT has a need for equipment to be located in buildings outside of its main datacenters, access to these buildings will need to be granted to support staff during normal business hours. If there is a 24x7 requirement for this equip­ment or any system supported by this equipment access to the building will need to be 24x7.
  • Application subject matter expert and tester in the event of an upgrade, outage during normal business hours or after hours.
  • OIT uses Saturday's and Sunday's for a routine maintenance window, testers will need to be available when the mainte­nance impacts the application.

How to Obtain Service: Foot prints service request assigned to the Unix team or the regular scheduled meeting with CTS and AITD

How to Escalate Service Issues: Foot prints Low, Medium, High, Urgent If the published SLA is not met, the issues can be escalated to the next priority level or a call made to the Manager or Director of Enterprise Operations.

Benefits/Advantages:

  • A standardized, dependable cost effective server environment that meets the businesses needs.
  • Steady predictable costs.

How to Start This Service: All requests should be prioritized from the AITD. At regularly scheduled meeting between OIT and the AITD agreed upon re­quests are submitted and processed. Generally a Footprint ticket will be generated to track each request.