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1. Description of Service
The Information Technology Division (ITD) provides a reliable and secure data center located at the Massachusetts Information Technology Center (MITC) in Chelsea, MA. Relative information may also be obtained from viewing our services for hosting.
This service includes:
- Physical security, cooling, and redundant power
- Customer access for named users is available during service hours (named users, and all visitors are escorted).
- Facilities monitoring (power or cooling failures)
- Rack provided by ITD
- Redundant Power Distribution Unit provided by ITD
- Network cabling provided by ITD
- Hardware installed in rack by ITD per ITD facilities standards
- Network connectivity provided by ITD at current costs and per ITD standards (See Network Engineering Service)
- Not Included
Operating Systems Support & Monitoring
- Not Included
- Not Included
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
|Service Availability||Network access and power and cooling are available 24x7 excluding planned maintenance and unplanned outages.|
|HVAC||ITD will use commercially reasonable efforts to ensure that the temperature of open space in ITD's Data Center services area will remain between 64 and 78 degrees Fahrenheit, and relative humidity will remain between 30% and 70%. This objective does not apply to localized conditions within a particular customer cabinet, cage, rack or other enclosed space.|
|Power||ITD's power availability objective is to have the ITD AC power provided to Customer's equipment available 100% of the time through generators and our Uninterruptible Power Supply (UPS). Our facilities provide power systems that feature continuous, redundant and protected AC or DC power. The redundant power in our facility enables your equipment to run continuously, even in the event of a major outage.|
|Physical Security||ITD will use commercially reasonable efforts to ensure that access to ITD's Data Center will be monitored and restricted at all times. Efforts to ensure security to the facility is maintained via security card, video surveillance, and 24x7 onsite security personnel. ITD's existing access policy provides a process which ITD's staff and our customers follow to ensure that only those with the proper authority are given access to our Data Center. ITD's customers understand these processes and are held responsible for any changes of access whether it be new contacts or loss of access for a contact. The customer is responsible to immediately notify ITD of changes in Data Center access for their staff and to return all assigned devices. Please also see our Access Policy for After Hours and Weekends .|
Staff will respond to service requests 7:00 am- 5:00 pm Monday through Friday excluding holidays. Customers can make requests through E2E.
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*||ITD Service Management Office has standard processes to manage incidents, requests, changes or problems.|
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
|Replacement of Failed Components||For ITD managed components included in Co-location, ITD 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
The following reporting information is provided to customers as part of this service:
|Facilities availability report||A report which documents any facilities wide service events, planned and unplanned||On request from Facilities Management.|
4. Service Requests
Lead Time-Business Days
|Co-location Services||This request is for customers requesting Co-location services at ITD's Data Center.||Lead times depend upon specific request.|
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
Customers provide architectural, physical and logical drawings to ITD upon request and will submit the names of personnel who are authorized to gain access to the Data Center. Responsibilities also include coordinating and scheduling maintenance activities through 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: Co-location Hosting
Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)
|2a||Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)|
Hardware/Software/Contracts (UU, LL, etc)
|Other Costs, Re-classifications, Adjustments|
Total Direct Dedicated Costs
Allocated Costs Not Specific to Service
|5||Allocated Costs Not Specific to Service|
|Total Allocated Costs Not Specific to Service|
Total expenses for Co-location
Rates pertaining to this service offering include:
Planned FY2013 Units
FY 2013 Rate
Co-location-Recurring (Number of U's)
Co-location/Set Up (44Us)
One time set up fee/Each rack
(maximum- full rack)
$465 x U's consumed
Labor rates for Ad-hoc services are applied when customers request ITD's assistance with co-located equipment. Customers will be directly charged for labor and materials required to support such request. There is a minimum one hour labor charge for these requests. Direct labor costs will depend on work requested.
*Usage consumption fee = ($20,489/44U per rack = $465 per U used by co-location device.) Total one time set up fee = ($465 x U's consumed) + $720.
Updated December 10, 2012
Published August 14, 2009
Created March 23, 2009: Information provided by the Hosting Services Team