Windows Vendor Cloud Managed Service

Overview

This service provides a resource to procure and manage a Windows-based hosting environment provided by a third-party vendor.

MaineIT is not responsible for vendor performance, service interruptions, or operations of the vendor environment.

The standard production published service level agreement can be viewed at the following link: http://www.maine.gov/oit/services/FAQ-Help/Standard-SLA.html
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 to have 24x7 coverage

Service Rates: Please see the MaineIT Rate Table
Note: All subscription costs are billed separately and to the customer.

All project work is billable
All audit related work is billable
All costs associated with Indefinite Hold requests will be direct billed
Third party hosting subscription charges may include memory, CPU, storage, transactional data rates, and other direct billed charges
If bandwidth needs exceed State of Maine capacity, additional charges will be direct billed

Individual users follow State of Maine IT rules and policies, including all security policies
A contact person and backup are designated to interface with the MaineIT team
Any issues or problems with this service are reported to the MaineIT team as promptly and with as complete information as is feasible
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 received to remove the service in order for it not to be billed. No credits will be processed without a ticket