Download complete service offering doc format of disaster_recovery_services_definition.doc

 

1. Description of Service

Disaster Recovery (DR) is defined as the ability of an organization to respond to a disaster or an interruption in services by implementing a disaster recovery plan to stabilize and restore the organization's critical functions. Disaster Recovery is a specialized service that helps ITD customers recover their data after their systems are damaged by natural (hurricane, snow-storm) or man-made events (criminal acts, engineering failures).

ITD Disaster Recovery services consist of:

  • Tape backup of defined systems with off-site storage
  • Creation of recovery scripts (documentation)
  • Testing of recovery processes
  • Assistance with designing and obtaining recovery solutions
  • Recovery timeline analysis including plan reviews

Need for Disaster Recovery and Business Continuity

Disaster recovery services are an integral part of ITD's service offerings. The ability to recover a system in a timely fashion following an event is crucial to most IT customers. According to the " Disaster Recovery Journal", an estimated $78,000 per hour is lost due to system downtime. So having calculated the losses incurred due to various natural disasters in the absence of such a service, approximately 40% of all businesses have now made Disaster Recovery Services an essential part of their systems.

Support services include:

 

2. Service Targets/Hours of Availability

ITD provides three levels of service:

Service OfferingsDescription
BaseFull backup of environment done at pre-determined intervals and stored offsite.
Note: This is part of the standard service offering within Backup & Recovery.

Level 1*

Full Disaster Recovery

  • Recovery script created and stored offsite
  • Full and incremental backups (if applicable) done at pre-determined intervals and stored offsite
  • Customer infrastructure assets will be added to SunGard contract
  • Annual Recovery test will be executed (minimum - annually)
  • Validation of Recovery Time Objectives (RTO) Recovery Point Objectives (RPO)

Note: This service is ideal for customer services that rely on mission/critical applications

Level 2*

Full Disaster Recovery with Fail Over Environment

 

  • Recovery scripts created and stored offsite
  • Full and incremental backups (if applicable) done at pre-determined intervals and stored offsite
  • Customer hardware infrastructure will be activated onsite SunGard
  • Annual fail-over recovery test will be executed (minimum - annually)
  • Validation of Recovery Time Objectives (RTO) / Recovery Point Objectives (RPO)

Note:*ITD is currently planning an expanded DR solution that will include Level 2 for implementation in FY13. This offering is the optimum disaster recovery and high availability solution, featuring, application high availability, near-zero downtime and innovative technologies such as storage area networks.

*BIA's will have to be completed by requesting agency prior to any DR planning taking place.

 

3. Service Reporting

The following reporting information will be e-mailed to customers as part of this service:

ReportDescriptionReport IntervalService covered
Recovery Test Reports for Success Criteria, Validation of RTO/RPO Measurements

These are summary reports with results of DR testing.

(Reports will be delivered via e-mail)

At completion of testingLevel 1 and Level 2*
Network Response Time/Bandwidth

This is a summary report with results of DR testing.

(Reports will be delivered via e-mail)

At completion of testingLevel 1 and Level 2*
Plan Walk-through/Plan Maintenance

This is a summary report with results of DR Plan Walk-through.

(Reports will be delivered via e-mail)

At completion of walk-through

 

 

Level 1 and Level 2*

Plan/Strategy Audit/Certification by Third Party

This is a summary/evaluation report with results of DR strategy/plan audit.

(Reports will be delivered via e-mail)

At completion of auditLevel 1 and Level 2*

 

4. Service Requests

COMiT Service Request*

Description

 

Lead Time-Business Days
Disaster Recovery RequestsThis service can be initiated through a Service Account Manager.30 business days

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


5. Customer Responsibilities

Managed Service customers will work with ITD to add hardware configurations to the SunGard Contract. Customers will also participate in pre-test meetings, define the test criteria and participate in recovery testing.

For your convenience, you may view a detailed list of customer responsibilities. Word

 

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: Disaster Recovery
Direct Costs:
 
Direct Dedicated Resources

Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)
No.DescriptionCostAssumptions
/Comments
2aSalaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)

$1,130,482

1.00 FTE

 

 

Depreciation
No.DescriptionCostAssumptions
/Comments
2bDepreciation

$130,491

 
 Other Costs, Re-Classifications, Adjustments

($508,533)

 
 

Total Direct Dedicated Costs

($378,042)

 

 

 

Allocated Shared Resources

Allocated Shared Resources
No.DescriptionCostAssumptions
/Comments
3aAllocated Shared Resources

$63

 

 Total Allocated Costs

$63

 

 


 

Allocated Costs Not Specific to Service
No.DescriptionCostAssumptions
/Comments
5Allocated Costs Not Specific to Service

$140,581

 

 Total Allocated Costs Not Specific to Service

$140,581

 


 

Total Expenses for Disaster Recovery

$893,085


Rates pertaining to this service:

Rate Code

Title

Billable Unit

Planned FY2013 Units

Cost

FY 2013 Rate

SU050

Sungard Disaster Recovery 

Contract + 69.81%

361,574

$893,085 

Contract + 69.81%



 

Download the cost framework for Disaster Recovery pdf format of Disaster Recovery 2013  
Download a complete listing of all chargeback rates xlsx format of fy13 chargeback

Updated December 19, 2012
Published August 14, 2009
Created March 25, 2009: Information provided by the Disaster Recovery Team