complete service offering
1. Description of Service
Mass.Gov is responsible for providing a secure, high availability web hosting and web publishing platform, training and documentation of best practices and guidelines. We are responsible for keeping all products up to date and ensuring they comply with all relevant enterprise standards and policies.
Mass.Gov provides website hosting for two types of public facing sites:
These sites make full use of the Mass.Gov content publishing toolset and Mass.Gov branded templates, and have a user-focused Mass.Gov information architecture. Sites are built and maintained using the Percussion CM System CMS. Content (XML) is separate from presentation. Presentation (display) is fully controlled via the portal templates and cascading style sheets, which provide not just consistency, but "built in" accessibility for navigation and display.
- Percussion Content Management System for content authoring
- Citizen Alerts
- Portal User Group and Portal Advisory Board
- Link checking, spell checking and limited accessibility checking from SiteImprove
- Periodic content archiving from ArchiveIt.org
Conventional HTML Websites
These sites are conventionally coded in HTML. Content may or may not be separate from presentation. Site administrators are responsible for ensuring that presentation code and content comply with Commonwealth Web Accessibility Standards. An FTP / WebDAV connection is used to store web files and publish to production. Content development/maintenance may take place on separate agency-owned servers.
Services Not Included
- Graphic design support
- Content authoring or backup content posting for customer agencies
- Detailed HTML coding support
- Review and repair of broken links
- Hosting of applications
- Support for content or transactions requiring authentication
- Content review or editing
- Stock photos
Customers interested in adding stock photos to their website should review recommended options from Mass.Gov team on wiki.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding ITD Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
- The online COMiT service management portal
2. Service Targets/Hours of Availability
Note: An expected minute of unavailability refers to planned as well as unplanned unavailability.
This allows public access to www.mass.gov including search functionality.
Service availability hours are 24x7 excluding planned maintenance and unplanned outages which occur during non-business hours. Customers will be notified of planned maintenance via email lists.
This is the ability of content authors to make changes to their content.
Service is available 24x7 excluding planned maintenance and unplanned outages which occur during non-business hours. Customers will be notified of these changes via email lists .
|Incident Management*||ITD Service Management Office has standard processes to managing incidents, requests and changes.|
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
|Mass.Gov Environment: Maintenance is performed periodically and is scheduled using the ITD change management process. During maintenance, services are generally not impacted. Any planned maintenance that impacts service will be described on our support page on the Wiki|
|Daily Backups||Backups are performed daily and require no downtime|
3. Service Reporting
The following reporting information is provided to customers as part of this service:
|Disk Storage Report||This report shows file storage in each directory. This is used as one factor to determine chargeback. An ancillary report for portalized sites only shows the largest document content items per site.|
|Web Usage Metrics||This report shows traffic to a site including requests and bandwidth. Bandwidth in this report is used as one factor to determine chargeback.|
Given the limitations of current web usage metrics, we are encouraging all sites to make use of Google Analytics and we may limit generation of web usage metrics based on log data during FY2013 to include only details related to chargeback billing. The Portal Advisory Board will be consulted prior to any decision on major changes to these reports.
4. Service Requests
Lead Time-Business Days
|Request New Content Management Login||This is a request for a new content author login using tools used to publish content to the website.||4 Days|
|Technical Support||This is a request for technical support for a Mass.Gov hosted website, application or service.||Lead time depends on specific request|
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
Customers are responsible for posting their own content and for the accuracy, completeness, quality and accessibility of their content. Customers will, on occasion, be asked to participate in requirements development and/or testing of portal enhancements (portalized customers only).
For your convenience, you may also view a detailed list of customer responsibilities .
6. Chargeback Rate Information
For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
Cost Framework: Mass.Gov
Direct Dedicated Resources
Salaries (AA) and Fringe (DD) Costs, Contract (U05, HH)
|2a||Salaries (AA) and Fringe (DD) Costs, Contract Support (HH)|
Hardware/Software/Contracts (UU, LL, etc)
|2b||Dell Google Search Appliances A4281248 and A4281246|
|Dell Software-Adobe Web Premium, Acrobat Pro, Photoshop extended, Fireworks|
|Other Costs, Re-Classifications, Adjustments|
Total Hardware/Software/Contracts (UU, LL, etc)
Allocated Shared Resources
|3||Allocated Shared Resources|
|Total Allocated Shared Resources|
Shared ITD Data Center Services
|4||Data - Data Backup and Recovery||SG100|
|Data - Shared Oracle Cluster||SV570|
|Data - Silver (Clarion Auto-Tier FC, SATA)||SF0C0|
|Hosting - Shared VMWare Platform Support||SV350|
|Hosting - Windows OS Support||SV210|
Total Indirect Shared Costs
Allocated Costs Not Specific to Service
|5||Allocated Costs Not Specific to Service|
|Total Allocated Costs Not Specific to Service|
Total Expenses for Mass.Gov Hosting
Rates pertaining to this service offering include:
Planned FY2013 Units
FY 2013 Rate
|SV6A0||Mass.Gov Fixed Costs||Website/Month|
|SV6B0||Mass.Gov Disk Storage||Megabyte/Month|
Updated December 6, 2012
Published August 14, 2009
Created April 16, 2009: Information provided by the Mass.Gov Team