Download the complete service offering doc format of storage_services_definition.doc

 


1. Description of Service

MassIT 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
MassIT'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).

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

Platinum1HighHighEMC Symmetrix (Replication, Fiber Channel)
Gold2HighMediumEMC Clariion (FAST, FAST Cache, Flash, Fiber Channel and SATA)
Silver3MediumMediumEMC 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 and Metrics

Targets

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

 

Metrics

Performance

Description

Measurements

Not available at this time  

Availability

Description

Measurements

Not available at this time   

*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.3-14 Days
Modify Existing Midrange StorageThis request is to modify storage allocated for an existing midrange host.3-14 Days
Migrate Midrange StorageThis request is for migration of an existing midrange storage host.3-14 Days
Remove Midrange StorageThis request is to remove storage allocated to an existing midrange host.3-14 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

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$175,499
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$175,499

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Oracle-Data & Retention support for additional StorageTek Virtual Storage Manager Contract #5721298-$23,500
- Oracle-StorageTek Virtual Storage Manager System (VSM5)-$41,823
- Computer Associates-New CA Mainframe - includes upgrade to 1040 mps & 2nd data center (includes JCL Utility Check)-$112,368
- Innovation Data Processing-FDR, Fast CPK, FDR Instant-$10,240
Depreciation$85,296
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$273,227
Total 2. Direct Dedicated Resources$448,726

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$160,587
Total 5A. Allocated Costs Not Specific to Service$160,587
Total 5. Allocated Costs$160,587

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - DASD Storage$609,313

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$0.04613230418.68924$609,313
Total 7A. Rates Pertaining to this Service   $609,313

  

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)1.50$131,960
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)1.50$131,960

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- EMC Corporation-EMC - Software and Hardware Support-$19,495
Depreciation$593,101
Other Costs, Re-classifications, Adjustments$0
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$612,596
Total 2. Direct Dedicated Resources$744,556

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$266,457
Total 5A. Allocated Costs Not Specific to Service$266,457
Total 5. Allocated Costs$266,457

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - Symmetrix Storage$1,011,013

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Platinum (Symmetrix)-Giga Byte-DaySF0K0$0.03430139529.80844$1,011,013
Total 7A. Rates Pertaining to this Service   $1,011,013

 

 

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)1.50$168,210
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)1.50$168,210

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- EMC Corporation-EMC - Software and Hardware Support-$31,807
- NetAPP-New Net APP maint (replaces BI001055 & BI001074)-$125,513
- Other Costs, Reclassifications, Adjustments-$467,832
Depreciation$871,786
Other Costs, Re-classifications, Adjustments-$467,832
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$1,029,106
Total 2. Direct Dedicated Resources$1,197,316

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$428,488
Total 5A. Allocated Costs Not Specific to Service$428,488
Total 5. Allocated Costs$428,488

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Data Products - Data Storage - Clariion$1,625,803

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$0.0119956581.77516$200,602
Data - Silver (Clarion Auto-Tier FC, SATA)-Giga Byte-DaySF0C0$0.012108293312.44592$1,255,043
Data - Gold (Clarion Auto-Tier FC, SATA; Flash)-Giga Byte-DaySF0M0$0.0189229320$170,158
Total 7A. Rates Pertaining to this Service   $1,625,803

  

Cost framework: Viewdirect Content Management, Tape Archive and Tape 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)2.50$632,873
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.50$632,873

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Other Costs, Reclassifications, Adjustments-$5
- Allen Systems Group (formerly Mobius Management Systems, Inc)-Software Maintenance-View Direct & Document Direct-$47,941
- Computer Associates-New CA Mainframe includes upgrade to 1040 mps & 2nd data center-$56,184
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$104,130
Total 2. Direct Dedicated Resources$737,003

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$225,486
Total 5A. Allocated Costs Not Specific to Service$225,486
Total 5. Allocated Costs$250,850

6. Management Adjustments

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

 
Total 6. Management Adjustments$0

 
GrandTotal: Integration Services - Viewdirect Content Management, Tape Archive and Tape Storage$987,854

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Data - Tape-Giga Byte-DaySG000$0.01550419682496$779,616
Data - Archive-Giga Byte-DaySH000$0.024798915095.999999$19,250
Integration - Viewdirect Content-1000 Page-DaySH100$0.001180386256$188,987
Total 7A. Rates Pertaining to this Service   $987,854

 

 

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