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1. Description of Service
MassIT's Backup and Recovery Service is a reliable service providing backup and recovery services for mission critical data for fully managed (distributed and mainframe) and co-located systems. Using CommVault Simpana software, Open Systems application data is backed up to a centralized storage facility. Mainframe data backups are performed using Innovations Data Processing FDR, Sun Microsystems EXHPD and Computer Associates CA Disk backup products. Once all data is backed up to the central storage facility, data is encrypted and sent offsite as determined by customer requirements.
Please note: The backup and recovery service is part of our fully managed services support and is not disaster recovery.
Backup Service for Distributed Hosts
MassIT's Backup and Recovery Service includes multiple service levels and configuration options for backup and recovery. MassIT works with each customer to determine backup and retention requirements and then configures the backup and retention services with the appropriate parameters to meet the customer's requirements. Disk-based backups are replicated to the MITC datacenter in Springfield. All backup tapes are stored off site as specified by the customer's requested retention period.
Full Backup Cycle Options: Full backups can be scheduled daily, weekly, monthly, quarterly, etc. Incremental backups can be scheduled every day except on the day the full backup is performed.
Retention Period Options: Backup tapes are sent off-site, based on the customer's required retention period. Standard retention periods include 15 days, 30 days, and 90 days. Retentions greater than 90 days can be accommodated on request.
If retention periods are not supplied, the defaults of 90 days for production data and 30 days for non-production data will be used.
Filtered Files and File Extensions
By default, this list of files/extensions are filtered from a standard backup. These files/extensions can be backed up on request.
Recovery/Restore Services for Distributed Hosts
Data restores from backups are initiated and completed by MassIT's system administrators. Backup data existing on disk is readily available for restore. If the backup data resides on tape, a request for the appropriate backup media is sent to the MassIT backup administrator for data retrieval. Backup tapes are stored off-site at Iron Mountain.
If the restore is to be performed for a non-MassIT managed or co-located host, the restore will be jointly performed by the customer and MassIT backup administrator.
A standard restore request for data on tape requires a 24 hour turnaround time. If customers are requesting off-site tapes on an immediate basis, there is a minimum 3 hour turnaround.
Backup Services for Mainframe
There is only one level of support for mainframe backup services. Full backups are performed weekly. Incremental backups are performed daily. Both on-site and off-site copies are created simultaneously.
The mainframe customer's administrator initiates point-in-time backups directly without MassIT's backup administrator's involvement. Weekly full and incremental backups (and restores) are managed by the MassIT system administrators. Mainframe full backups are retained for 3 weeks and incremental backups are retained for 15 days.
Before any tapes are moved off-site they must be encrypted. MassIT uses AES (Advanced Encryption Standard) 256 bit encryption. The encryption keys are managed by four key management appliances; two appliances are located at the MITC Chelsea datacenter and two are located at the MITC Springfield datacenter.
Any restores involving encrypted data stored off-site will be decrypted and restored at MITC. All data in transit to and from Iron Mountain (MassIT's off-site tape storage vendor) will be encrypted. MassIT conforms to the U.S. Government standard that AES 256 bit encryption is suitable for data considered "top secret".
All data is initially written to disk. If the required retention period is longer than the maximum for disk (90 days), it will then be moved to encrypted tape and stored offsite at Iron Mountain for the remainder of the retention period.
If during the first 90 days data must be encrypted, then it will be backed up to tape. This will have limitations including slower backup speeds and data will not be replicated to our DR site in Springfield.
Once stored offsite, the restore time is 24 hours for a "standard restore" and 4 hours for a "critical restore". Only data on disk can be restored immediately.
Please note: At this time, MassIT does not offer archiving services.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding MassIT 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
- MassIT's Chargeback Billing System.
2. Service Targets and Metrics
|Service Availability||Service availability hours are 24x7x52.|
|Incident Management*||MassIT 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.
|Request Fulfillment*||Staff will respond to service requests during the hours of 8:00 am - 5:00 pm. Monday through Friday excluding holidays.|
|Maintenance||Planned maintenance occurs weekly on Wednesday 8:00 am - 2:30 pm. Ad hoc maintenance is scheduled through Change Control and customers are notified as part of the change (e.g., firmware updates to tape drives).|
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.
|Not available at this time.|
|CommVault Availability||CommVault availability excluding planned maintenance.||96%|
3. Service Reporting
The following reporting information is provided to customers as part of this service:
|Backup Success/Failure Reports||This is a summary of successful and unsuccessful backup jobs, by server.||Daily upon request via email to CommonHelp.|
4. Service Requests
Lead Time-Business Days
|Request a New Backup Job for a Distributed Host|
This request is to create a new backup job for an existing system or IT Solution (application).
|Modify an Existing Backup Job for Distributed Host|
This request is to modify an existing backup job for an existing system or IT Solution (application). Services supported by this request include deleting a backup Job or changing an IP address or hostname. This service request includes:
This request is to add, remove, or restore a mainframe backup of an application (including databases). This service request includes:
|1/2 Day-2 Days|
|Database Restore||This request is to restore a database.||2 Days|
|File System Restore||This request is to restore a file system.||2 Days|
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
The customer will procure licenses for all application hosts and is also responsible for verifying that backups are executing according to schedule.
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: Back-Up and Recovery
1.Direct Charges to Customers
|Total 1A. Customer Specific - Costs Directly Charged to Customers||$0|
|Total 1. Direct Charges to Customers||$0|
2. Direct Dedicated Resources
|Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||4.25||$558,568|
|Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||4.25||$558,568|
|- Continental Resources (ConRes)-Sun STK Fibre Channel Adapter for Index Engines/CommVault Storage-||$193|
|- Unisys-SUN Equipment - SL8500 upgrade, KMS, and SL3000 for IB155 48 hr. recovery project.-||$129,673|
|- Other Costs, Reclassifications, Adjustments-||$242,010|
|- Oracle-Sun equipment and all STK products and Sun Solaris-||$117,124|
|- Oracle-Data and Retention support for additional SUN equipment-||$8,540|
|- OnX USA LLC (formerly Agilisys)-CommVault and Hitachi Systems Hardware and Software-||$32,548|
|Other Costs, Re-classifications, Adjustments||-$206,000|
|Total 2B. Hardware / Software / Contracts (UU, LL , etc)||$461,099|
|Total 2. Direct Dedicated Resources||$1,019,666|
3. Indirect Costs
|Total 3A. Allocated Shared Resources||$0|
|Total 3. Indirect Costs||$0|
4. Indirect Costs
|Hosting - Windows OS Support-||SV210||$116||168||$19,488|
|Hosting - Linux OS Support-||SV120||$283||12||$3,396|
|Hosting - Dedicated x86 Platform Support***-||SV110||$785||180||$141,300|
|Total 4A. Shared ITD Data Center Services||$164,184|
|Total 4. Indirect Costs||$164,184|
5. Allocated Costs
|Allocated Costs Not Specific to Service||$186,185|
|Total 5A. Allocated Costs Not Specific to Service||$186,185|
|Total 5. Allocated Costs||$186,185|
6. Management Adjustments
|Total 6A. Management Adjustments||$0|
|Total 6. Management Adjustments||$0|
|GrandTotal: Data Products - Back-Up and Recovery||$1,370,036|
7. Rates Pertaining to this Service
|SERVICE OFFERING / TITLE / BILLABLE UNIT||RATECODE||RATE||PLANNED UNITS||COST|
|Data - Data Backup and Recovery -Giga Byte||SG100||$0.0893||15338868.2686141||$1,370,036|
|Total 7A. Rates Pertaining to this Service||$1,370,036|
Download a complete listing of all chargeback rates
Updated March 09, 2015
Reviewed August 12, 2014
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team
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