Download the complete service offering doc format of database_hosting_services_definition.doc

 


 

1. Description of Service

MassIT provides reliable, centrally managed Adabas, Oracle and SQL Server database hosting services for Commonwealth of Massachusetts applications.

This service includes:

Database Software Installation and upgrade

  • Responsible for installation of the database software and tools.
  • Responsible for applying patches and bug fixes and for performing major version upgrades.

Database System Configuration

  • Work with the MassIT SAN group and the host system administrator to get the initial database system storage allocated based on database storage best practices.
  • Work with the application data owners to determine future storage needs.
  • Create the database instance.
  • Create the database table spaces.
  • Create the database schema owners.
  • Grant database system privileges to application owners.
  • Manage the database instance configuration settings, including the amount of server memory and how it is allocated.
  • Control and monitor the number of concurrent user connections (Oracle license compliance).
  • Work with the host system administrators to configure server kernel parameters and O.S. patches.


Database Systems Maintenance

  • Administration and maintenance of databases to ensure that each hosted database is reliable, performing and available during the defined target availability hours.
  • Apply critical patches as needed.


Database Systems Support & Monitoring

  • Ensure databases and logs are sized properly.
  • Add and configure new storage as required.
  • Escalate system database software problems to vendor for resolution.
  • Proactive monitoring of database with MassIT standard monitoring tools.
  • Execute the necessary parameter adjustments to the system configuration settings for performance optimization.
  • Responsive support to unscheduled service outages in a timely manner.
  • Provision of diagnostic information to assist with customer application support needs.


Database Systems Backup & Recovery

  • Design and implement a backup strategy to meet the customer defined recovery time objective.
  • Automate and monitor the backups.
  • Periodic testing of recovery strategy.

This service does not include:

  • Coverage for Disaster Recovery.
  • SQL performance and tuning.
  • Access to database as "SYSDBA" or "SA".
  • Data replication.
  • Advanced security options such as row level security, encryption and LDAP authentication.

 

Oracle Universal Licensing Agreements (ULA):

On May 30, 2014, the Commonwealth renewed Universal Licensing Agreements (ULA’s) with Oracle that, continue to significantly reduce the prices paid by Commonwealth entities for Oracle products.  Customers hosting new Oracle applications with MassIT and receiving full managed hosting services can benefit from MassIT’s ULA participation. 

 

Support services include:



 

2. Service Targets and Metrics 

Targets

Service Requirement

Description

Planned MaintenanceDatabase maintenance is performed on an ad-hoc basis to apply security or database patches based on customer requests.
Request Fulfillment*

Staff will respond to service requests during the hours of 7:00 am - 5:00 pm Monday through Friday excluding holidays. Customers can make requests through COMiT.

Emergency requests are approved by authorized customer contacts and must be opened as incidents to ensure they are acted on immediately out of normal business hours.

Incident Management*MassIT Service Management Office has standard processes to manage incidents, requests and changes.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.

 

Metrics

Performance

Description

Measurements

Based on application requirementsBased on application SQL performance.Application SQL performance

Availability

Description

Measurements

Based on application requirementsTivoli checks the database availability every 10 minutes.Tivoli alert

*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.

 


 

3. Service Reporting 

Report

Description

Reporting Interval

Oracle AWR ReportsThe AWR/Statspack reports provide a method for evaluating the relative performance of a database.HTML report or automated text file through The Oracle Team
Oracle ADDM ReportsThe ADDM is able to holistically analyze the system, identify the major problem in the system (not the symptoms), and recommend corrective action.HTML report or automated text file through The Oracle Team
Oracle Trace LogsThis is a report of trace files generated by user database sessions.Upon request through The Oracle Team or by direct access.
OEM grid Control Monitoring AlertsCustomers receive any monitored alerts by database for warnings or critical failures.Upon request through The Oracle Team or by direct access.


 Requests related to projects are initiated through the Request Project Services process.

 


 

4. Service Requests

COMiT Service Requests*

Description

Lead Time-Business Days

Adabas New DatabaseThis request is to create a new Adabas database.3-5 Days
Adabas ModificationThis request is for Adabas database maintenance for production and development requests.3-5 Days
Adabas Natural Buffer Pool RefreshThis request is to refresh a Natural Object or Library after a Natural Program has been moved to production via the Natural Migrate System - either N2O or SYSMAIN.
3-5 Days
Oracle New DatabaseThis request is to create a new Oracle database.
 
3-5 Days
Oracle Database ModificationThis request is for Oracle database maintenance for production and development requests.3-5 Days
SQL New DatabaseThis request is to create a new SQL database.
 
3-5 Days
SQL Server Database ModificationThis request is for SQL Server database maintenance for production and development requests.3-5 Days

*For new service requests only. To manage existing requests, please log into COMiT.



5. Customer Responsibilities

The customer will purchase Oracle licensing through the BAR process and define requirements for the database. The customer will provide first level support for database issues and coordinate activities for moving code from dev/test to production via the Change Management process.

For your convenience, you may also view a detailed list of customer responsibilities. doc format of database_hosting_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: Database - Oracle

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)6.00$586,792
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)6.00$586,792

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- SHI-PowerPath for enterprise Oracle-$143
- Other Costs, Reclassifications, Adjustments-$150,520
- Oracle-Oracle Licenses for NewMMISProduction and Failover-$70,665
- Oracle-Oracle Database ent edition - Perpetual and Real Application Clusters - Perpetual for EHS Oracle RAC data Warehouse Prod. Exp.-$38,349
- Oracle-New Oracle Licenses for VG3 Project - CSI #15919299-$64,725
- Oracle-New Oracle Licenses for HCSIS Project - CSI #15683196 - Service Contract #2595315-$19,605
- Dell Software-Toad Standard Edition & Toad DBA Modules-$846
- Oracle-1st ORACLE ULA Maintenance-$274,645
- Oracle-2nd ORACLE ULA - ITD-$445,000
- Oracle-ALL Database Enterprise Edition SW Licenses-$560,509
- Oracle-ALL Database Enterprise Edition SW Licenses for newMMIS-$55,850
- Oracle-New Oracle Licenses for EHS Data Warehouse RAC Pilot - CSI #15597324, Service Contract #2487932-$83,323
- Advizex Technologies-HP ProLiant DL380 Servers for enterprise Oracle.-$133
Depreciation$5,121
Other Costs, Re-classifications, Adjustments-$170,000
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$1,599,434
Total 2. Direct Dedicated Resources$2,186,227

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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared ITD Data Center Services   $0
Total 4. Indirect Costs$0

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$430,096
Total 5A. Allocated Costs Not Specific to Service$430,096
Total 5. Allocated Costs$430,096

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - Database - Oracle$2,616,323

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Dedicated Oracle Enterprise-License / MonthSV530$8862952$2,616,323
Total 7A. Rates Pertaining to this Service   $2,616,323

  

Cost framework: Database - SQL Server

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)4.00$365,663
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)4.00$365,663

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Dell Software-CA Workload Automation for SQL Server Upgrade Project-$2,248
- Dell Software-Software Assurance for 8 SQL Server 2005 Licenses-$18,090
- Other Costs, Reclassifications, Adjustments-$520
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$20,858
Total 2. Direct Dedicated Resources$386,521

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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared ITD Data Center Services   $0
Total 4. Indirect Costs$0

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$76,040
Total 5A. Allocated Costs Not Specific to Service$76,040
Total 5. Allocated Costs$76,040

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments-$216,000
Total 6A. Management Adjustments-$216,000

 
Total 6. Management Adjustments-$216,000

 
GrandTotal: Data Products - Database - SQL Server$246,561

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Dedicated SQL Server-License / MonthSV520$2281080$246,561
Total 7A. Rates Pertaining to this Service   $246,561

  

Cost framework: Database - Adabas

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)2.00$218,657
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$218,657

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Software AG-Beginning FY13, Renegotiated current contract for an additional 5-yr. term-$1,683,494
- Computer Associates-New CA Mainframe - includes upgrade to 1040 mps & 2nd data center (includes JCL Utility Check)-$67,421
- Dell Software-Peek (#450332)-$9,173
- Treehouse Software, Inc-N20, N20/3GL (In FY11 only, 3% cost reduction)-$16,050
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$1,776,138
Total 2. Direct Dedicated Resources$1,994,795

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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared ITD Data Center Services   $0
Total 4. Indirect Costs$0

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$1,277,457
Total 5A. Allocated Costs Not Specific to Service$1,277,457
Total 5. Allocated Costs$1,277,457

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - Database - Adabas$3,272,252

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Non-prime CPU Time-CPU HourSA1N0$168.368795.11279$1,480,709
Data - Prime CPU Time-CPU HourSA1P0$471.512411.58358666667$1,137,093
Data - Non- Prime I/O Operations-1000 I/OsSB1N0$0.013529296096.7333333$394,846
Data - Prime I/O Operations-1000 I/OsSB1P0$0.04116322144.26333333$259,604
Total 7A. Rates Pertaining to this Service   $3,272,252

  

Cost framework: Oracle Cluster

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
  $0
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH) $0

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
 $0
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$0
Total 2. Direct Dedicated Resources$0

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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Data - Dedicated Oracle Enterprise-SV530$886288$255,168
Data - Data Backup and Recovery -SG100$0.0893322332$28,784
Hosting - Dedicated x86 Platform Support***-SV110$785192$150,720
Hosting - Linux OS Support-SV120$283192$54,336
Hosting - Shared VMWare Platform Support*-SV350$7884$6,552
Hosting - Windows OS Support-SV210$11648$5,568
Total 4A. Shared ITD Data Center Services   $501,128
Total 4. Indirect Costs$501,128

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
 $0
Total 5A. Allocated Costs Not Specific to Service$0
Total 5. Allocated Costs$0

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - Oracle Cluster$501,128

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Shared Oracle Cluster -Database / MonthSV570$2661884$501,128
Total 7A. Rates Pertaining to this Service   $501,128

  

Cost framework: SQL Server Cluster

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
  $0
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH) $0

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
 $0
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$0
Total 2. Direct Dedicated Resources$0

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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Hosting - Dedicated x86 Platform Support***-SV110$785192$150,720
Data - Data Backup and Recovery -SG100$0.08931539480$137,476
Hosting - Shared VMWare Platform Support*-SV350$7824$1,872
Hosting - Windows OS Support-SV210$116144$16,704
Total 4A. Shared ITD Data Center Services   $306,772
Total 4. Indirect Costs$306,772

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
 $0
Total 5A. Allocated Costs Not Specific to Service$0
Total 5. Allocated Costs$0

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments-$132,000
Total 6A. Management Adjustments-$132,000

 
Total 6. Management Adjustments-$132,000

 
GrandTotal: Data Products - SQL Server Cluster$174,772

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Shared SQL Cluster-Database / MonthSV560$1211440$174,772
Total 7A. Rates Pertaining to this Service   $174,772

* Oracle Enterprise Server (Oracle Enterprise SV530) and SQL Advanced Server (SQL Standard SV520): These environments support users requiring dedicated database server resources and can support multiple databases as determined by the server configuration. For example these environments support high transaction, heavy batch applications with long running queries.

**Oracle Shared Server (Oracle Cluster SV570) and SQL Shared Server (SQL Cluster SV560): These environments support customers within a shared database server. For example these environments support small applications with low I/O requirements and minimal users.

 

Download a complete listing of all chargeback rates


Updated October 21, 2014
Reviewed August 12, 2014
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team