SQL Enterprise Services FY 2020-2021

The SQL Enterprise Hosting Service provides central dedicated shared Microsoft SQL Servers on the Windows Server platform. These databases reside on servers in a controlled physical environment with fully managed updates, maintenance, storage, backup and disaster recovery services. This service should be utilized for mission critical systems.

Included

  • Current Version Availability: SQL Server Enterprise 2012 or 2016
    • SQL Server 2008R2 End of Life/End of Support is July 9, 2019
  • Active Directory group user management
  • 1 database
  • db_owner, db_datareader, and db_datawriter are provisioned as required, preferably by Active Directory group management
  • Storage is automatically charged the published storage rate per GB
  • Online backup of the database and storage and archival of the backups off site
  • Hourly/30 Minute Log backups available by business request
  • Facilities management (secure datacenter, UPS, generators, HVAC)
  • Unlimited user connections - All Enterprise SQL is licensed by CPU by OIT
  • Patch management for Operating System and SQL Server software
  • All OIT overhead costs (facilities, personnel, etc.)
  • Operating system backup with offsite rotation
  • Operating System support
  • Operating disk setup with RAID
  • Data, Logfile and TempDB disk setup with RAID
  • Virus protection
  • Vendor installation assistance
  • Security (Server hardening utilizing Center for Internet Security Benchmarks)
  • Hardware monitoring
  • Server monitoring (Hardware, Server Services, database and log monitoring)
  • Backup and recovery of the OS and databases. Custom plans available upon request
  • 24 x 7 data center monitoring/coverage

Service Level Targets & Availability

  • The standard production published service level agreement can be viewed at the following link: Standard_SLA_CTS_Production Services. A formal SLA has not been developed specific to this service
  • Default coverage is 7AM – 5PM, Monday – Friday. 24x7 coverage is available for systems with a specific need for this type of coverage via one of the high availability offerings at an extra cost
  • To have 24x7 coverage outside of an HA offering, 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
  • OIT needs to maintain a maintenance window for patching once per month for routine maintenance on the hardware and software infrastructure, managed through the RFC process

Service Rates: Please see the MaineIT Rate Table

Options Available for Additional Charge

  • High Availability (AlwaysOn Availability Groups - please see the rates schedule)
  • SQL Reporting Services
    • Application Administrators are granted Content Manager access and administer their named instance. ACLs can be broken down further to manage permissions by Application Development staff to limit access levels with AD groups. Server support is still managed by CTS
  • SQL Analysis Services
    • Application Administrators are granted access to their instance and have the ability to manage their named instance. CTS does not provide development or design support with SSAS solutions. Server support is still managed by CTS
  • SQL SSIS Services
    • Users are granted access to their own instance and have the ability to manage their entire instance. CTS does not provide development or design support with SSIS solutions. Server support is still managed by CTS
  • All project work is billable
  • All audit related work is billable
  • All costs associated with indefinite hold requests will be direct billed

Customer Expectations

  • Application support
  • Implementation of Always Encrypted or Dynamic Data Masking
  • Disclosures of any/all business requirements for specific databases
  • Disclosures of any/all security requirements
  • Application subject matter expert and tester in the event of an upgrade or an outage during normal business hours or after hours
  • Billing for services will start as of the time the ticket is received for the request for any production service. If a test environment is requested, those services will be billed as well upon receiving the ticket for the request. A ticket needs to be submitted to remove the service from billing. No credits will be processed without a ticket.

If OIT has a need for equipment to be located in buildings outside of its main data centers, 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 as well as 24-hour network support. Physical access to the hardware is required by OIT for the maintenance period.

To get help or order this service

  • Call OIT Service Center at 624-7700
  • Enter a Footprints service request assigned to OIT SQL Server Team