Overview
This service consists of a combination of centrally managed hardware and Windows- based software that houses and controls server and application software and common (networked) data; supplies it to the individual workstations (clients), and provides shared services (access to internet or other networks, faxing, printing, etc.)
Included
- 200 Gigabytes of local disk space for customer applications, operating system and page file within the server
- Facilities management (the datacenter is secure, has short and long-term systems in case of power loss, and maintains all necessary environmental controls)
- Operating disk setup with mirror
- Operating system backup with off-site rotation
- Windows Server operating system included (Windows Server 2016, Windows Server 2019)
- Primary and secondary server administration support
- All MaineIT overhead costs (facilities, personnel, etc.)
- Patch management
- OS support
- Virus protection
- Application hosting services (hardware, operating system and security model)
- Initial Vendor installation assistance for installing application
- Security - server hardening
- Hardware monitoring (HP insight manager)
- Server monitoring
- 24 x 7 data center monitoring/coverage
Service Level Targets & Availability
Default coverage is 7AM – 5PM, Monday – Friday. 24x7 coverage is available for systems with a specific need for this type of coverage to have 24x7 coverage; MaineIT needs to receive a written business justification. Once justification has been approved, MaineIT will work with the business on a service level agreement (SLA) for the specific systems. Additional charges associated with extended coverage will be defined in the SLA.
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.
Service Rates: Please see the MaineIT Rate Table
Note: All physical servers will have port changes billed separately on a per port basis.
Options Available for Additional Charge
- All project work is billable
- All audit related work is billable
- All costs associated with Indefinite Hold requests will be direct billed
- Storage needs exceeding 200 GB requires additional changes
Customer Expectations
- Application support
- 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, outage during normal business hours or after hours
- Core Technology needs to maintain a "maintenance window". This allows for routine maintenance on the backup infrastructure components
- If MaineIT 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 needs to be 24x7, as well as 24-hour network support for the building is required.
- Physical access to the hardware is required by MaineIT for the maintenance period
- 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 upon receiving the ticket for the request
- A ticket needs to be received to remove the service for it not to be billed
- No credits will be processed without a ticket
To get help or order this service
- Call MaineIT Service Center at 624-7700
- Enter a Foot prints service request assigned to MaineIT Application Server