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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.
|Platinum||1||High||High||EMC Symmetrix (Replication, Fiber Channel)|
|Gold||2||High||Medium||EMC Clariion (FAST, FAST Cache, Flash, Fiber Channel and SATA)|
|Silver||3||Medium||Medium||EMC Clariion (FAST, FAST Cache, Fiber Channel and SATA)|
|Bronze||4||Low||Low||EMC 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:
- A Service Account Manager to answer any questions or concerns regarding MassIT 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
- MassIT's Chargeback Billing System.
2. Service Targets and Metrics
|Service Availability||Storage 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 Maintenance||This 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.|
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 Components||MassIT contracts with hardware vendors to provide on-site "best effort" four hour response.|
|Not available at this time|
|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.
|COMiT Service Request*|
|Lead Time-Business Days|
|*New Midrange Storage||This service is to allocate storage to a new midrange host.||3-14 Days|
|Modify Existing Midrange Storage||This request is to modify storage allocated for an existing midrange host.||3-14 Days|
|Migrate Midrange Storage||This request is for migration of an existing midrange storage host.||3-14 Days|
|Remove Midrange Storage||This 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.
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.
Updated September 04, 2015
Reviewed September 04, 2015
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team