Red Hat - Virtual Server Service

FY2022 & FY2023 Summary

 

Overview

This service allows for the use of the industry-leading Red Hat Enterprise Linux operating system for agency application hosting on virtual servers in the State's data centers. Our goal is to provide a high performance, highly secure, and highly available Linux environment to support your agency's needs.

 

Included

  • Assistance identifying requirements, installation, administration, maintenance, and patching of the Red Hat Enterprise Linux operating system, including all security and functional configuration, as well as virtual disk partitioning and mounting of external storage. Red Hat support, as well as support of the underlying hardware and VMware environment, are included.
  • Alert-based monitoring is provided for system availability, error conditions, and disk capacity limits during normal business hours.
  • System administration staff availability to work with the application vendor and/or MaineIT application support teams as necessary.
  • Management of system log files.
  • State/Federal audit support for topics relating to operating system controls.
  • Multifactor authentication and privileged access management is standard on all servers.
  • These virtual servers run on hardware administered by the MaineIT Windows Server team. Please note what's included and any limitations in the Hosted Windows Converged Virtual Servers service catalog entry.

 

Excluded

  • Application and supporting software administration and maintenance is the responsibility of the agency's application support team unless otherwise arranged.

 

Service Level Targets and Availability

  • Standard business hour coverage is 7:00AM – 5:00PM Monday through Friday, excluding holidays. On-call support staff are always available, please contact MaineIT Operations at 207-624-7700 to reach a team member after hours.
  • If service is required for non-production systems outside of the standard business hours, prior arrangements must be made with the director of this service area (contact info below) and may incur an additional charge.
  • The standard Service Level Agreement (SLA) for a server is 99.95% availability excluding scheduled outages. Please note, this can be increased by requesting additional instances in a high availability configuration, with a separate service rate charged for each server.
  • Recovery Time Objective (RTO) - this is the expected amount of time it may take to restore the system in the event of a system component failure, 24 hours. This can be reduced or eliminated with a high availability configuration.
  • Recovery Point Objective (RPO) - this is a measurement back in time to when your data was preserved in a usable format, usually to the most recent backup, 24 hours. This can be reduced or eliminated with a high availability configuration and/or by changing the default system backup schedule (default is nightly).

 

Service Rates: Please see the MaineIT Rate Table.
 

On the Bill

Consumer

Service Category

Service

SERVICE_FULL

Rate

Charge

Name

Health and Human Services

Unix Servers

UNIXRHVM

2016 Servers Unix Applications (Redhat VM) (UNIXRHVM)

911.32

911.32

uxb5v-abc12301

 

Options Available for Additional Charge

 

Customer Expectations

 

To get help, or to order this service

  • Call the MaineIT Service Center at 207-624-7700 and assign to the Linux team. 
  • For application projects (new projects or major enhancements or upgrades), contact the MaineIT Project Management Office (PMO).
  • A Footprints ticket is required for all non-production work requests. All production work requests require an authorized RFC. A billing code is required for items that are not listed in the 'Included' section above. 
  • If the published SLA is not met, the issues can be escalated to the next priority level by contacting the Director of Enterprise Data Services, Manager of the Linux team, or your friendly Account Manager.
  • Rob Cote, Manager of the Linux Team 
  • Jeffrey Jordan, Director, Enterprise Data Services 
  • For an after-hours production break fix, contact MaineIT Operations at Customer Support 207-624-7700.
  • MaineIT Operations will engage the On-Call Core Technology Duty Manager if necessary.

 

Priority Levels for monitoring

  • The standard production published service level agreement can be viewed at the following link: Standard SLA Maine IT Production Services.
  • Standard business hour coverage is 7:00AM – 5:00PM Monday through Friday, excluding holidays, 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 will apply.