Windows Hosting Service-Level Description
- 1. CIT/DCSS SLA Number _______________ Appendix B Windows Hosting Service-Level Description STANDARD SERVICE DESCRIPTION Physical Facility Services • Data center temperature and humidity maintained within conventional, vendor recommended limits for computing and telecommunications Location: equipment. • Sufficient power for all installed equipment, with an uninterruptible power Building 12, Room 1100 supply and standby generator to maintain normal business operations during a utility outage. Qwest Facility in Sterling, VA • Physical security of the computer room with bio-metric and badge controlled access limited to approved personnel. • Security guards at entrance for Operations staff 24x7. • Facility monitored by video cameras. • Monitoring systems for detecting water leaks, smoke and fire as well as a fire suppression system System Administration Services • Ongoing administration including management of user accounts and management of storage on the equipment provided. • Timely diagnosis and resolution of hardware and system software problems within the limits of vendor provided assistance. Monitoring Services • Systems are monitored 24 hours per day, 7 days per week. • Monitoring includes hardware status and system performance (e.g., CPU, memory, disk space utilization, services, selected ports and processes). • System problem diagnosis/resolution by systems experts either on site or on call. • In the event an adverse incident is detected by system monitors, CIT will contact the Customer as per the Customer requirements. Operating System and Utility • Operating system and supported utility software installed and configured Software Services following CIT standards. Tuning and custom modifications discussed and implemented upon completion of technical review and impact analysis. • Operating system upgrades and patches to versions fully supported by the vendor and compatible with application software. Upgrades to be done on a schedule acceptable to both CIT and the Customer. • Regular updates and upgrades of other CIT-provided software at times which are coordinated with the Customer. • Security patches applied to CIT-provided software in a timely manner coordinated with the Customer. Security Services • Basic protection of hardware and software through NIH border firewalls and network intrusion detection in accordance with the data center security architecture. • Secure management in accordance with the Federal Information Security Management Act (FISMA), NIST guidelines, Certification and Accreditation (C&A) security review and SAS 70 audit review. • Host-based security solutions installed, maintained, and monitored to prevent system compromises (e.g., virus infections, intrusions, etc.). Backup Services • All backups administered in accordance with CIT standards and Customer requirements. Backups of Customer-managed applications may require additional coordination with the Customer.
- 2. CIT/DCSS SLA Number _______________ Appendix B • Daily and/or weekly backups of servers, with off-site storage for disaster recovery, if requested. • In the event of a system problem causing loss of data, CIT will restore data from the most recent backup. In the event of an accidental deletion or corruption of data by the Customer, CIT will restore data from the Customer requested backup date. • Retention period for all data backups is 30 days. Hardware Services • Preliminary consultation with the Customer to determine needs and performance requirements, leading to an agreement on equipment to be provided for the Customer’s use. • Additional meetings with the Customer, as needed, to revise equipment requirements based on changing business needs and/or new technical requirements. • Equipment acquired and configured to meet identified Customer requirements. • Timely delivery of equipment when needed. • Consult and coordinate with the Customer on equipment refreshes. Server Hosting Server Specifications ____: Dedicated 2 Processor Commodity Server(s) If contracted ____: Dedicated 4 Processor Commodity Server(s) ____: Dedicated Custom Server(s) Specify: ____: Virtual Machine (VM) ____: Shared Server(s) Software Specifications Windows IIS Citrix SQL SQL Relational Database • CIT installs and configures database and supported utility software to Management System Customer requirements. Infrastructure Administration • CIT installs upgrades and patches to versions fully supported by the Services vendor and compatible with the Operating System. Upgrades to be done on a schedule acceptable to both CIT and the Customer. If contracted • Security patches applied to database software in a timely manner coordinated with the Customer. • Timely diagnosis and resolution of database system-level problems within the limits of vendor provided assistance. • Databases are monitored 24 hours per day, 7 days per week. • Provide database backup and recovery. Managed Storage Services • Storage is provided in a redundant configuration as coordinated with the customer. If contracted • Space provided on a SAN is billed based on the amount allocated to the customer.
- 3. CIT/DCSS SLA Number _______________ Appendix B Application Firewall Services • Application firewall services are provided to meet specific Customer security requirements. Customer collaboration is required to establish If contracted application security architecture and to create and review firewall rule sets. Local Traffic Management • Provides load balancing and SSL acceleration support through the use of Services BigIP F5 devices. • Provides unique load sharing and failover support for customer If contracted applications and servers through application server pooling and custom rules. • Provide SSL digital certificates to customers through arrangements with Verisign and the HHS PKI program to authenticate application servers. Disaster Recovery Services • In collaboration with the Customer, prepare, implement, and test a disaster recovery plan within the scope of the NIH Computer Center disaster If contracted recovery program as described in the Computer Center Disaster Recovery Plan. • Provision of off-site data storage and hot site availability. • Recovery of the Customer’s systems in case of a disaster in accordance with the disaster recovery plan. IIS Web Hosting Services • Provides Windows-based Web hosting including IIS setup configuration and administration If contracted File Server Services • Provides Windows-based file storage If contracted Windows Print Server Services • Provides Windows-based printing services If contracted SERVICE AVAILABILITY Service Coverage • CIT will provide coverage for the Application, 24 hours a day, 7 days a week. See the contact personnel listed in Appendix A for the CIT emergency after business hours contact(s). Service Availability • CIT will provide 99.9% system availability within the agreed service hours. • CIT will provide 99.9% availability of resources to support services, exclusive of scheduled maintenance activities. • Installation and configuration of services within time frames agreed to with the customer. • If CIT is unable to meet system availability target levels, CIT will provide the Customer reimbursement for unavailable services based on a calculated formula, upon request. SERVICE OPERATIONS System Monitoring and CIT will manage and monitor the servers, which are part of the Application, 24 Support hours, 7 days a week. System Maintenance All services and/or related system components require regularly scheduled maintenance (“Maintenance Window”) in order to meet the establish service availability levels. These maintenance window activities will or may render the systems and/or applications unavailable for normal user interaction for the following locations
- 4. CIT/DCSS SLA Number _______________ Appendix B and timeframes: Type: Monthly Maintenance Location(s): Data Center Building 12 Timeframe: 3rd Friday of every month; rolling outage unless notified of exceptions Notification: • A minimum of 5 business days prior to the scheduled maintenance window • Will specify the servers and location affected Type: Scheduled Maintenance Location(s): Data Center Building 12 Timeframe: Dependent on type of maintenance Notification: • Coordinate with the customer as needed prior to the scheduled maintenance window • Will specify the servers and location affected If services and/or related components require emergency maintenance in order to meet the established service levels, CIT will conduct the following activities: Type: Emergency Maintenance Location(s): Data Center Building 12 Timeframe: Dependent on type of emergency Notification: • Will immediately notify the Customer by email or phone • Will specify the servers and location affected • Will coordinate with the Customer to develop a priority scheme if a shut down of servers is necessary SERVICE DELIVERY Service Delivery Metrics • Delivery of Windows hardware to customer: 6-8 weeks upon receipt of finalized customer requirements • File restores: 2-4 hours during business hours • Building of web site: 24 hrs upon receipt of request CUSTOMER SUPPORT Response Times • For non-emergency calls, CIT will provide the appropriate call-back response as indicated on the ASR service request ticket. • Emergencies will be handled within a 1 hour call-back window after receiving a service request ticket. CIT DCSS Management • Refer to Appendix A of SLA Escalation Contacts