Download the complete service offering doc format of mainframe_services_definition.doc

 


1. Description of Product Offering

MassIT provides reliable and secure, centrally managed Mainframe hosting services for the Commonwealth of Massachusetts applications.


This Product Offering includes:

Facilities Management 

  • Physical security, cooling, environment and redundant power 

 

System Engineering

 

System Maintenance

  • Administration and maintenance of Mainframe LPARS to ensure that each LPAR is reliable, and is available during the defined target availability hours
  • Utilization of vendor software services for maintaining LPAR at recommended level following standard change management procedures
  • Maintain current inventory/asset information and support history for each MassIT-owned configuration item
  • Standard capacity and performance analysis reporting capabilities to be used by MassIT staff which may be made available to customers
  • System programmer participation as needed in ongoing customer service delivery reviews (coordinated by MassIT Service Account Managers)
  • Assistance in provision of diagnostic information to assist with customer application support needs

 

Routine Software Audit Services

  • Software vendors who conduct business with the Commonwealth of Massachusetts contractually reserve the right to conduct periodic software audits on MassIT managed hosts. MassIT will collaborate with our customers and their vendors to complete audits for which the customer does not have the appropriate access to conduct the audit independently. These audits are executed to confirm compliance based on terms of software license agreements MassIT and/or its customers have with these software vendors.

 

Systems Support & Monitoring

  • Monitor and resolve technical issues for all LPARS
  • Respond to incidents based on severity levels
  • Respond to unscheduled service outages in a timely manner
  • Provide diagnostic information to assist with customer application support needs
  • Repair or replace failing hardware components

 

Disaster Recovery

In the event of a catastrophic failure (system or site) the Mainframe Hosting Service will provide the following:

  • System recovery time objective of 48 hours
  • Recovery point objective of failure date minus one day

 

Retiring vs Decommissioning an Application

Applications are considered "retired" when they are no longer being actively used, but are required to stay on the mainframe (i.e. if data that needs to be retained can only be accessed by this application). Applications are "decommissioned" when they are no longer being used, have no future use, and can be taken down and off of the mainframe. If an application needs decommissioning, MassIT's hosting team can assist in archiving data, should it need to be retained. 

 

 

Support services include:

 



 

2. Service Targets and Metrics

Targets

Service Requirement

Description

Service AvailabilityThe Mainframe environment is 24x7 excluding planned maintenance and unscheduled outages.
Planned Maintenance

Major System Changes:

MassIT Production LPAR (ASYS): Maintenance is performed every other week in a 5 hour window, between 5:30 am and 10:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

MassIT Development LPAR (BSYS): Maintenance is performed every week in a 5 hour window, between 5:30 am and 10:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

RMV Production and Development LPAR (RSYS): Maintenance is performed every week in a 5 hour window, between 3:30 am and 8:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

Planned Maintenance

Minor Patches and Upgrades:

MassIT Production LPAR (ASYS): Maintenance is performed every other week in a 2 hour window, between 5:30 am and 7:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

MassIT Development LPAR (BSYS): Maintenance is performed every week in a 2 hour window, between 5:30 am and 7:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

RMV Production and Development LPAR (RSYS): Maintenance is performed every week in a 2 hour window, between 3:30 am and 5:30 am, on Sunday, excluding holidays.  All maintenance is scheduled through change control and impacted customers are notified as part of the change control process.

Monthly System Initial Program (IPL)

MassIT Production LPAR (ASYS): In order to support chargeback, an IPL is performed monthly in a 1 hour window between 5:30 am and 6:30 am. The IPL is scheduled through change control and customers are notified as part of the change control.

MassIT Development LPAR (BSYS): In order to support chargeback, an IPL is performed monthly in a 1 hour window between 5:00 am and 6:00 am. The IPL is scheduled through change control and customers are notified as part of the change control.

RMV Production and Development LPAR (RSYS): In order to support chargeback, an IPL is performed monthly in a 1 hour window between 3:30 am and 5:30 am. The IPL is scheduled through change control and customers are notified as part of the change control.

Request Fulfillment*

Staff will respond to service requests from 7:00 am to 5:00 pm Monday through Friday excluding holidays.  Customers can make requests through COMiT. 

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*MassIT Service Management Office has standard processes to manage incidents, requests and changes.
Replacement of Failed ComponentsMassIT contracts with hardware vendors to provide on-site "best effort" four hour response.

 

Metrics

Performance

Description

Measurements

  % of SRs due to poor performance Percentage of service requests due to poor performance of services provided to end-customers. 
Number of Alerts on exceeding system capacity thresholdsNumber of alerts/events on exceeding system capacity thresholds. 
Number of Incidents caused by Inadequate CapacityHow many incidents have been logged with the Service Desk that was caused by a clearly defined lack of capacity 

Availability

Description

Measurements

Availability (excluding Planned Downtime)

 Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours).

Planned uptime = service hours – planned downtime

Planned downtime is downtime as scheduled for maintenance.

 

 

% of Outage due to Incidents (Hardware )Percentage of outage (unavailability) due to incidents in the IT environment hardware, relative to the service hours. 
% of Outage due to Change (Hardware)Percentage of outage (unavailability) due to implementation of changes, relative to the service hours. 

*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

At this time there are no reports available for this service

 


4. Service Requests

COMiT Service Request*

Description

Lead Time-Business Days
Create new or modify existing Automated Mainframe Process
 
This request is to create a new or modify an existing Automated Mainframe Process.1-45 Days
Software Change, minor (File system access, software update, dynamic configuration)
 
New OS software or component needs to be loaded
 
Minimum 14 days to comply with Change Control Policy
Mainframe Network ConnectivityThis request is to provide SNA and TCP/IP controlled access to mainframe applications. These connections also support file transfer applications for mainframe and small systems that transmit and receive data from multiple state agencies to banks, 3rd party vendors and numerous Federal Government agencies.

 

1- 45 Days

**Mainframe Network DisconnectThis request is to disconnect SNA and TCP/IP controlled access to mainframe applications.1- 45 Days

*For new service requests only. To manage existing requests, please log into COMiT.
**Customers are reminded that MassITs policy requires customers to complete a disconnect change order in COMiT any time a circuit has to be disconnected. This process ensures that the circuit is disconnected based on customer requirements and safeguards against network disruption and additional chargeback costs.

Requests related to projects are initiated through the Request Project process.

 


5. Customer Responsibilities

The customer maintains source code and develops JCL necessary to support customer applications. Also, the customer provides problem support for customer coded applications. The customer should develop and provide information for projected customer growth and capacity planning forecasts.

For your convenience, you may view a detailed list of customer responsibilities doc format of mainframe_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: Mainframe CPU

1. Direct Charges to Customers

1A. Customer Specific - Costs Directly Charged to Customers
DESCRIPTIONCOST
Customer Specific - Costs Directly Charged to Customers$1,589,728
Total 1A. Customer Specific - Costs Directly Charged to Customers$1,589,728
Total 1. Direct Charges to Customers$1,589,728

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)3.00$478,814
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)3.00$478,814
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Dell Software-ZIP390 by Data 21 (#2086-370) (for RMV) - replaces PKZIP (Beginning FY10, moved from Unit 2211)-$4,270
- Software Engineering of America-RA/7 and RA/2 from SEA (Beginning in FY10, moved from Unit 2214)-$10,003
- Software Engineering of America-FastPack from SEA (Beginning in FY10, moved from Unit 2214)-$18,529
- Pitney Bowes Systems-LPC Software-Finalist-$18,427
- Merrill Consultants-MXG Software - Merrill Const. Long Term Software Support on MF S/W Expires 2019 wjo 4/27/05-$1,500
- IBM-New 2098-E10 System Z10BC mainframe (4 year lease) Will not be leasing. Outright purchase in FY11)-$97,020
- IBM-IBM Software Excel - New contract annual price locked in for 4 years (Will roll throughout contract term)-$112,516
- IBM-IBM Software - New ESSO 4-year contract (MassIT Portion) (Will roll throughout contract term)-$2,099,048
- IBM-Connect Direct for Z/OS - formerly procured through SHI. Eff FY13, license conversion, migrate to IBM.-$8,819
- en Pointe Technologies-Event Action #C260408 (formerly Change Action from Mazda)(Beginning in FY10, moved from Unit 2234)(Prior to FY13, procured through Dell Software)-$28,679
- Dell Software-SAS PC Bundle and ETS for PC's (SAS-PC-2-IND and SAS-PC-10-IND) (Beginning FY10, moved from Unit 2211)-$3,756
- Dell Software-SAS from EIS Base SAS for millen-GS2045A Base SAS for IBM 9672-X47 SAS FSP for IBM 9672-X47 SAS Connect for IBM 9672-X47 SAS Stat for IBM 967$148,120
- Compuware-Product Schedule #26 - FileAid software for RMVs Mainframe (will roll in FY11 and FY12)-$4,614
- Compuware-Eff FY13, new product schedule #27 (Will roll in FY14 and FY15). Eff. FY10, new product schedule #25 includes Abend-Aid w/Primary language-COBOL; Abend-Aid for C$126,770
- 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 Ame$597,631
- Chicago-Soft Ltd.-MVS Quick Reference Software (IBM) #RJRKG (Lic. Upgraded to 1040 MIPS in FY06 - Lic. CPU 2086-370 #FA4F) - Exp. 6/30/08 (In FY10, moved from Unit 2211 to 2212)$11,987
- Allen Systems Group, Inc. -The Monitor for MVS, VTAM,mips and CICS.Signed new 4 year deal starting in FY05 (SW upgraded to 1040 mips in FY06)-$74,788
- Allen Systems Group, Inc. -Outbound Software for IBM 2098-U03, Serial #0F52C5 2086-220, Serial #06FA4F-$35,180
-Other costs, Reclassifications, Adjustments-$2,017
- Systemware-JHS (Lic. 200249), CPU COMM (Lic. 210016) FY06 increased to 1040MIPS (Beginning in FY10, moved from Unit 2211)-$38,919
- Dell Software-Syncsort for Z/OS (Beginning in FY10, moved from unit 2214)-$12,510
Depreciation$215,359
-Other Costs, Reclassifications, Adjustments--$1,589,728
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$2,080,734
Total 2. Direct Dedicated Resources$2,559,547

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 MassIT Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared MassIT 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$1,599,330
Total 5A. Allocated Costs Not Specific to Service$1,599,330
Total 5. Allocated Costs$1,599,330

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments$2,449,000
Total 6A. Management Adjustments$2,449,000
Total 6. Management Adjustments$2,449,000

Grand Total: Hosting Products - Mainframe CPU

$8,197,606

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Hosting - Non-prime CPU Time-CPU HourSA0N0$31.4661173.5324$1,924,414
Hosting - Prime CPU Time-CPU HourSA0P0$79.6758161.6028399999$4,633,670
Hosting - Prime I/O Operations-1000 I/OsSB0P0$0.038425788130.77604$990,306
Hosting - Non- Prime I/O Operations-1000 I/OsSB0N0$0.015741221323.41607$649,216
Total 7A. Rates Pertaining to this Service   $8,197,606

 

 

Cost framework: Mainframe SNA

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$199,817
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)2.00$199,817
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
-Other costs, Reclassifications, Adjustments-$882
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$882
Total 2. Direct Dedicated Resources$200,700

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 MassIT Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared MassIT 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$40,580
Total 5A. Allocated Costs Not Specific to Service$40,580
Total 5. Allocated Costs$40,580

6. Management Adjustments

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

Grand Total: Unified Communications Products and Services - Mainframe SNA

$241,280

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
UNIFIED_COMMUNICATIONS - SNA Connect Time-Port - MonthSJ200$0.003471465440$241,280
Total 7A. Rates Pertaining to this Service   $241,280

 

Download a complete listing of all chargeback rates  


Updated September 29, 2014
Reviewed August 12, 2014
Published August 14, 2009
Created April 10, 2009: Information provided by the Hosting Services Team