Download the complete service offering doc format of backup_recovery_services_definition.doc

 


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. 

 

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. 


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.

 

Encryption Services

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".

 

Please note: At this time, MassIT does not offer archiving services. 

 

Support services include:

 



 

2. Service Targets and Metrics

Targets

Service Requirement

Description

Service AvailabilityService 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.
MaintenancePlanned 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.

 

Metrics

Service Name

Availability Period

Maintenance Window

Availability (%)

Restrictions

CommVault Availability24x76.5 hours every Wednesday96%N/A

 

 


3. Service Reporting

The following reporting information is provided to customers as part of this service:

Report

Description

Reporting Interval

Backup Success/Failure ReportsThis is a summary of successful and unsuccessful backup jobs, by server.Daily upon request via email to CommonHelp.

 


4. Service Requests

COMiT Service Requests*

Description

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). 
Full and incremental backups are scheduled based on customer request.  This service request includes:

  • Configure a backup schedule for a new host
     

14 Days

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:

  • Modify a backup schedule for an existing host
  • Delete a midrange host's backup schedule
  • Request a file restore
  • Recall tapes from offsite for data restore
     

2 Days

Mainframe Services

This request is to add, remove, or restore a mainframe backup of an application (including databases).  This service request includes:

  • Recall tapes from off-site for data restore
 
1/2 Day-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. doc format of backup_recovery_services_definition.doc
.

 

 


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

1A. Customer Specific - Costs Directly Charged to Customers
DESCRIPTIONCOST
 $0
Total 1A. Customer Specific - Costs Directly Charged to Customers$0
Total 1. Direct Charges to Customers$0

2. Direct Dedicated Resources

2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)
DESCRIPTIONFTECOST
Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.90$609,972
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.90$609,972
 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
-Other costs, Reclassifications, Adjustments-$81,813
- Oracle-Sun equipment and all STK products and Sun Solaris-FT44920057 Prior to FY12, purchased thru Advizex-see BI000331)-$117,513
Depreciation$319,391
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$518,717
Total 2. Direct Dedicated Resources$1,128,689

3. Indirect Costs

3A. Allocated Shared Resources
DESCRIPTIONCOST
 $0
Total 3A. Allocated Shared Resources$0
Total 3. Indirect Costs$0

4. Indirect Costs

4A. Shared MassIT Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Hosting - Dedicated HP-UNIX Support-SV490$172072$123,840
Security - Magnet Port Security -SU060$14772$10,584
Hosting - Dedicated x86 Platform Support-SV110$77760$46,620
Hosting - Linux OS Support-SV120$37460$22,440
Unified Communications - Data Center Network Connection Port Charge-SJ1S0$37772$27,144
Total 4A. Shared MassIT Data Center Services   $230,628
Total 4. Indirect Costs$230,628

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$214,994
Total 5A. Allocated Costs Not Specific to Service$214,994
Total 5. Allocated Costs$214,994

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
 $0
Total 6A. Management Adjustments$0
Total 6. Management Adjustments$0

Grand Total: Data Products Back-Up and Recovery

$1,574,311

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Data Backup and Recovery -Giga ByteSG100$0.16999,266,103.59$1,574,311
Total 7A. Rates Pertaining to this Service   $1,574,311

 

Download a complete listing of all chargeback rates


Updated August 12, 2014
Reviewed August 12, 2014
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team