Database Hosting

Download complete service offering 

1. Description of Service

The Information Technology Division (ITD) 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 ITD 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 ITD 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 August 31, 2009, the Commonwealth entered into a series of Universal Licensing Agreements (ULA’s) with Oracle that, as a whole, will significantly reduce the prices paid by Commonwealth entities for Oracle products.  Customers hosting new Oracle applications with ITD and receiving full managed hosting services can benefit from ITD’s ULA participation. See Oracle ULA to learn more about this agreement, products and pricing. 

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

*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

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

4. Service Requests

*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.

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 Hosting

Direct Costs:

Direct Dedicated Resources:

Indirect  Costs:

Allocated Costs:

Adjustments:

Total Expenses for Database Hosting

Rates pertaining to this service offering include:

* 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 the cost framework for Database Hosting 
Download a complete listing of all chargeback rates 

Updated March 18, 2013
Published August 14, 2009
Updated July 31, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team