Download the complete service offering doc format of    storage_services_definition.doc

 


1. Description of Service

The Information Technology Division (ITD) provides data storage technology and services to ensure that our customers are provided with a stable, reliable, and a highly available data storage and retrieval environment. In order to ensure that we provide the appropriate level of data availability for our customers, we offer multiple storage connection options.

This service includes:
 

Data Storage Connectivity
ITD's Storage Services offers storage connectivity options and services to meet customer storage requirements. Connectivity options include:
 

  • Storage Area Network (SAN) attached storage for distributed host connectivity includes EMC Symmetrix (Fiber Channel) and EMC Clariion (Flash, Fiber Channel, and SATA).
  • Direct-attached storage for mainframe host connectivity (EMC Symmetrix)
  • Network Attached Storage (NAS): Beginning in FY13, ITD is offering Network Attached Storage as an additional tier in our storage services.  Network Attached Storage (NAS) is file-level computer data storage connected to a computer over the IP network providing data access to heterogeneous clients.  NAS uses a storage appliance that consists of a high performance file server that is optimized for file serving, storing, retrieving, and serving files and is specialized for this task either by its hardware or software.  File access is accomplished using NFS for UNIX/LINUX and CIFS for Windows. NAS storage falls within the Bronze tier and costs are calculated using rate code SF0L0.

Data Storage for Mainframe Hosts
All mainframe application host storage is direct-attached storage hosted on a Symmetrix array. There are no tiered storage offerings for mainframe hosts.


Data Storage for Distributed Hosts
Storage Services offers four levels of storage availability and protection for distributed hosted data. Within each tier, various RAID and drive type configurations are utilized to provide optimized performance and availability as required by the host application.


 

Name

Tier

Performance

Availability

Technologies

Platinum1High

High

EMC Symmetrix (Replication, Fiber Channel)
Gold2High

Medium

EMC Clariion (FAST, FAST Cache, Flash, Fiber Channel and SATA)
Silver3Medium

Medium

EMC Clariion (FAST, FAST Cache, Fiber Channel and SATA)
Bronze4LowLowEMC Clariion (SATA)/NAS

Within each tier, various RAID configurations are available for optimized performance and availability as required by the host applications. In order to maintain performance and availability standards, Storage Services offers the following support:

  • Allocate, configure and maintain storage for distributed customer applications, using SAN-attached infrastructure environments
  • Review system specifications for new customer deployments to ensure full compliance with our high availability policies and standard configurations
  • Maintain system upgrades to ensure a fully compatible and highly available environment 


Support services include:

 


2. Service Targets/Hours of Availability

Service RequirementDescription
Service AvailabilityStorage infrastructure is available 24x7x52 excluding planned maintenance and unplanned outages. Overall availability for customer solutions is dependent on the level of redundancy designed into the solution architecture.
Planned MaintenanceThis is performed on the 2 nd Thursday of each month between the hours of 8:00 pm and 12:00 am. Ad-hoc maintenance is scheduled through change control and customers are notified though part of the change control process.
Request Fulfillment*

Staff will respond to service requests from 7:00 am - 5:00 pm Monday through Friday excluding holidays.

*Requests after normal business hours must be opened via CommonHelp and reported as an emergency. The on-call person will be paged.

Incident Management*ITD 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.
Replacement of Failed ComponentsITD contracts with hardware vendors to provide on-site "best effort" four hour response.

*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

Currently, there are no reports available for this service.


 

4. Service Requests

COMiT Service Request*

Description

 

Lead Time-Business Days
*New Midrange StorageThis service is to allocate storage to a new midrange host.2-14 Days
Modify Existing Midrange StorageThis request is to modify storage allocated for an existing midrange host.2-14 Days
Remove Midrange StorageThis request is to remove storage allocated to an existing midrange host.2-14 Days

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


5. Customer Responsibilities

The customer will use capacity planning and management tools in order to recommend corrective action when needed. Customer should also develop and communicate growth forecasts for future storage requirements and develop capacity plans to ensure service level needs are met.

For your convenience, you may also view a detailed list of customer responsibilities. doc format of    storage_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: Storage

Cost framework: DASD Storage

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$186,731
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$186,731
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Oracle-StorageTek Virtual Storage Manager System (VSM5) Contract #5125537, CSI #18032452 per ITC16A. (FY13 also includes Service Contract #5104142 VSM5 Upgrade)-$38,620
- Oracle-Data & Retention support for additional StorageTek Virtual Storage Manager Contract #5721298-$20,137
-Other costs, Reclassifications, Adjustments-$11,990
- Innovation Data Processing-FDR, Fast CPK, FDR Instant (RFR-ITD-1-17)-$10,130
- Computer Associates-New CA Mainframe Contract thru 6/30/10 includes upgrade to 1040 mps & 2nd data center (includes JCL Utility Check)(Will Roll in FY11)-$107,106
Depreciation$85,296
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$273,280
Total 2. Direct Dedicated Resources$460,011

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$176,763
Total 5A. Allocated Costs Not Specific to Service$176,763
Total 5. Allocated Costs$176,763

6. Management Adjustments

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

Grand Total: Data Products - DASD Storage

$636,774

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - On-line Data Storage (DASD):-1000 Track-DaySF090$0.0512684066.10383$636,774
Total 7A. Rates Pertaining to this Service   $636,774

 

 

Cost framework: Symmetrix Storage

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)1.00$226,833
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)1.00$226,833
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
-Other costs, Reclassifications, Adjustments-$16,500
- EMC Corporation-EMC - Software and Hardware Support - Contracts #C61494168H36, 61494168S33, M61494168S, 61831731H, 61831731S, 61898611H, 61898611S, M60208488, M60208488SA36, Q60$71,792
Depreciation$552,214
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$640,506
Total 2. Direct Dedicated Resources$867,339

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$333,282
Total 5A. Allocated Costs Not Specific to Service$333,282
Total 5. Allocated Costs$333,282

6. Management Adjustments

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

Grand Total: Data Products - Symmetrix Storage

$1,200,621

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Platinum (Symmetrix)-Giga Byte-DaySF0K0$0.04228593124.04046$1,200,621
Total 7A. Rates Pertaining to this Service   $1,200,621

 

 

Cost framework: Data Storage - Clariion

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$148,431
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$148,431
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
-Other costs, Reclassifications, Adjustments-$9,000
- EMC Corporation-EMC - Software and Hardware Support - Contracts #C61494168H36, 61494168S33, M61494168S, 61831731H, 61831731S, 61898611H, 61898611S, M60208488, M60208488SA36, Q60$215,375
Depreciation$800,692
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$1,025,067
Total 2. Direct Dedicated Resources$1,173,498

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$450,927
Total 5A. Allocated Costs Not Specific to Service$450,927
Total 5. Allocated Costs$450,927

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
 $0
Total 6A. Management Adjustments$0
Total 6. Management Adjustments$0
Grand Total: Data Products - Data Storage - Clariion$1,624,425

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Bronze - (Clarion SATA only)-Giga Byte-DaySF0L0$0.0199542104.83493$183,103
Data - Silver (Clarion Auto-Tier FC, SATA)-Giga Byte-DaySF0C0$0.02255493874.03049$1,227,732
Data - Gold (Clarion Auto-Tier FC, SATA; Flash)-Giga Byte-DaySF0M0$0.0316920043.25228$213,590
Total 7A. Rates Pertaining to this Service   $1,624,425

 

 

Cost framework: Viewdirect Content Management, Tape Archive and Tape Storage

1. Direct Charges to Customers

1A. Customer Specific - Costs Directly Charged to Customers
DESCRIPTIONCOST
Customer Specific - Costs Directly Charged to Customers$4,174
Total 1A. Customer Specific - Costs Directly Charged to Customers$4,174
Total 1. Direct Charges to Customers$4,174

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)2.75$243,068
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.75$243,068
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Allen Systems Group (formerly Mobius Management Systems, Inc)-Software Maintenance-View Direct & Document Direct (Will Roll each year thru FY13) (Prior to FY13, covered under Un$80,000
- Computer Associates-New CA Mainframe Contract thru 6/30/10 includes upgrade to 1040 mps & 2nd data center (includes JCL Utility Check)(Will Roll in FY11) Effective FY12 New Amen$52,886
-Other costs, Reclassifications, Adjustments-$101,984
Other Costs, Reclassifications, Adjustments-$4,174
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$230,696
Total 2. Direct Dedicated Resources$473,765

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$147,883
Total 5A. Allocated Costs Not Specific to Service$147,883
Total 5. Allocated Costs$147,883

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
 $0
Total 6A. Management Adjustments$0
Total 6. Management Adjustments$0
Grand Total: Integration Services and Data Storage Services - Viewdirect Content Management, Tape Archive and Tape Storage$625,821

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Integration - Viewdirect Content-1000 Page-DaySH100$0.0007155024711$106,390
Data - Archive-Giga Byte-DaySH000$0.016764911949.999998$12,516
Data - Tape-Giga Byte-DaySG000$0.0151214409573$506,915
Total 7A. Rates Pertaining to this Service   $625,821

 

Download a complete listing of all chargeback rates


Updated October 25, 2013
Reviewed October 25, 2013
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team