Cyberfusion Services

Overview

Cyberfusion is a data exchange between the State of Maine and the Social Security Administration.  The Cyberfusion software is now known as TIBCO Managed Filer Transfer Platform Server is mandated by the SSA that all states and territories use it when exchanging SSA data.  As SSA is the host for the federal Office of Child Support Enforcement (OCSE), Cyberfusion is also used to exchange files with the federal OCSE.

Our implementation of the Cyberfusion software is a primary production and pre-production environments.  Why use this service:

  • Steady predictable costs
  • Enterprise monitoring from a single location
  • Reporting and alerting capabilities
  • MaineIT maintains up to date software and hardware to support this service
  • 24x7x365 job monitoring capabilities

Included

  • Single production environment, and single server pre-production running on Linux VM’s
  • Nightly backups of Linux VM
  • Assistance in setting up and testing of all data exchanges
  • Network connection/connections
  • Facilities management (secure datacenter, UPS, generators, cooling)
  • Quarterly patching of operating systems, or more frequently depending on known security exploits
  • Proactive monitoring, alerting and reporting of VM servers
  • On-site Unix Administrators and Cyberfusion subject matter expert
  • On-call coverage is available for production break/fix 24x7
  • Cyberfusion installation on enterprise servers

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.
  • Standard business hour coverage is 7:00AM – 5:00PM Monday through Friday, excluding holidays.
  • On-Call coverage is available for production break/fix 24x7
  • To report a production break/fix after hours, please contact MaineIT Operations
  • If service is required for non-production systems outside of the standard business hours, prior arrangements will be required with the director of this service area and associated fees apply

Service Rates: Please see the MaineIT Rate Table 

Options Available for Additional Charge

  • Assistance troubleshooting anomalies with data exchanges
  • Project based resource services
  • Research & Development
  • Specific audit requirements, responding to audit questionnaires, development and implementation of security remediation’s or compensating controls for specific audits
  • Any services for PaaS and/or IaaS hosted systems (performance monitoring/interruptions of monitoring reports/troubleshooting/security services/audits etc)

Customer Expectations

Related to this service include assuring that:  

  • Individual users follow state IT use 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
  • Ability to stay current with software used in the Cyberfusion service offering

To get help or order this service

  • Call MaineIT Service Center at 624-7700, request assigned to the Enterprise Storage team
  • For application projects (new projects or major enhancements or upgrades), contact the MaineIT Project Resource Office (PRO) to get started
  • If the published SLA is not met, the issues can be escalated to the next priority level by contacting any of the following individuals:
    • Contact an Application Hosting Services supervisor, manager or director
    • For after-hours Production Break Fix contact MaineIT Operation at Customer Support 624-7700
    • MaineIT Operations will engage the On-Call Core Technology Duty Manager if necessary
  • Footprints ticket are required for all work requests.  All work requests must have a required RFC or Footprints ticket and if applicable, a bill code will be required for those items that are not part of the base published rate