Description
OTIS Database Support service provides SQL Server services for on-premises and cloud environments. This service ensures robust physical Database Management Systems (DBMS) support, providing customers with the power and flexibility of Microsoft’s SQL Server Enterprise platform without the overhead of building, managing, maintaining and securing the physical database layer. Customers manage logical DBMS tasks, like table and schema design and application-based performance tuning.
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS-200 and SQL Server CIS.
- Tailored SQL Server hosting, setup, security and support, integrating OS and SQL Server security protocols.
- Optional on-premises reporting via SQL Server Reporting Service (SSRS), Power BI Reporting Service and SQL Server Integration Service (SSIS) for ETL needs.
- A robust SQL Server build process provides customers with a fully configured and pre-tuned SQL Server specific to their CPU, memory and storage requirements.
- OTIS manages and maintains the operating system and SQL Server, including current operating system and SQL Server, security updates and patches.
- Support all versions of Microsoft SQL Server databases supported by Microsoft, both in the State Data Center and cloud environments.
- OTIS adheres to industry best practices for physical design, maintenance, migrations and network security.
- Data protection is managed using Idera SQL Safe backup and restore software, with point-in-time restorations for databases in Full Recovery Mode.
Service Scope
- Physical Security & Facilities
- Host all managed firewall technologies in the State Data Center, which has appropriate physical and environmental security controls such as biometric access control, internal and external security camera coverage, 24x7x365 armed uniformed officer, conditioned UPS power, emergency power, fire detection and suppression and temperature control.
- Management and monitoring of physical security to the data center.
- Management and monitoring of the data center environment (e.g., racks, power and cooling).
- Management of emergency response for man-made and natural disasters.
- Redundant electrical power and cooling infrastructure is provided.
- Installation and Configuration
- Build each SQL server based on customer-specific requirements, whether on-premises or in Azure SQL, focusing on high performance and proper OS and SQL Server DBMS settings.
- Install a SQL server ready to use upon delivery, providing the design, including data files, filegroups, security, storage/disk architecture backup and recovery, and disaster recovery setup is optimized for SQL Server on VMware.
- Configure and tune the virtual server from the OS stack up to the SQL Server Enterprise infrastructure layer.
- Configure the networking stack for SQL Server and set up firewall rules.
- Maintain SQL Server recommended patch and release levels following standard change management procedures, which occur once a month based on customers selection of the OTIS patch window timeframe options. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Network Connectivity
- Connectivity within the data center to a dedicated customer virtual local area network (VLAN) to keep data and applications separated from other customer data and applications.
- Security/Encryption
• Database infrastructure utilizes data encryption at rest.
• Additional SQL server encryption options are available upon customer request.- Support and Administration
- Incident resolution through the Division of Technology Operations (DTO) Service Desk.
- Maintenance of database hardware and software for supported database platform environments.
- Performance and security monitoring and alerting are performed on all SQL Server infrastructure/physical layers to prevent performance issues related to memory, CPU and storage.
- Optional service to provide monthly SQL Server database tuning guidance. Internal Note: The cost to be developed will be based on a one-hour engagement using the SQL Server Team hourly rate.
- Basic troubleshooting of performance and connection issues.
- Monitor capacity for future growth to ensure the SQL Server environment can manage increasing data volumes and user connections.
- Auditing on SQL Server to track and monitor activities for potential security threats or unusual behavior.
- Backup and Restore
- Configure Idera SQL Safe to manage backups and restores for each database server based on customer requirements.
- Small to medium sized database servers (up to 300GB): Nightly full backup with hourly log backups.
- Large to very large databases (VLDB) sized database servers (greater than 300GB): weekly full backups, nightly differential backups, with hourly log backups.
- Backups are retained for 30 days by policy. Each log backup can be customized to meet customer requirements (e.g., default 1-hour log backups or an optional 15 minutes for a highly transactional database that requires faster log backups). Log backup times correlate to the customer-required recovery point objective (RPO).
- Data domain utilization for asynchronous replication streaming to the OTIS disaster recovery site immediately after completing SQL Server backups.
- Zerto’s near-synchronous replication for disaster recovery protection of the entire SQL Server environment to the OTIS disaster recovery site.
- Exclusions
- SQL Server-based authentication is not supported because of security requirements. If customer vendor systems use SQL Server authentication, OTIS can work with the customer vendor to find a way to move to Active Directory (AD) security. If working with the vendor to support AD-based authentication requires more than 1 hour, the DBA hourly rate charge will be applied to all further work.
- Application database administration is not provided.
- Customers will be responsible for purchasing client remote access licenses for remote access.
- OTIS does not support customer-initiated OS or SQL Server upgrades on any OTIS-managed SQL Server. When a customer desires to move to a new OS version or SQL Server release, the customer must submit a request to the DTO Service Desk. OTIS will build a new server and work with the customer to migrate the databases and configuration to a newly built SQL Server with the requested versions.
- OTIS does not manage logical DBMS tasks like schema design, database partitioning and application performance tuning. Customers interested in consulting assistance with preparing the logical database initial setup to meet specific project guidelines should contact their Agency Relationship Management (ARM) representative to initiate a Request for Solution (RFS).
New customer server migrations to the State Data Center are not included in this service. customers interested in server migrations to the State Data Center should contact their Agency Relationship Management (ARM) representative to initiate a Request for Solution (RFS).
User files are not backed up when stored on SQL Server drives (G: DB Log Files, H: DB TempDB Files, I: SQL Server data files).
- Administration and development tasks related to the application layer are the customer's responsibility. In most cases, the primary responsibility for identifying a DBMS problem will lie with OTIS. If OTIS determines a problem is in the application or logical layer of the database, it will inform the customer of the underlying issue and the responsibility to resolve the identified issue will be transferred to the customer for final resolution. The customer’s primary responsibility is to ensure adequate technical support for their application, as this is not OTIS's responsibility. Contact your ARM for support for in-house technical resources, software support contracts, Beeline and other outside vendors that supply application DBAs or other subject matter experts.
- Specialty database utilities, such as compliance and security software licenses, are also not included in the rate. License costs for these products will be passed directly to the customer.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Managed Servers
- Enterprise Storage
- Disaster Recovery as a Service
- Managed Router
- Managed Firewall
- Backup and Recovery
- Managed Active Directory
- All SQL Servers for this service require a new OTIS built SQL Server that conform to OTIS standards and must reside in the OTIS domain.
- All non-database customer files must reside on OS drives (C:, E:, or F: [file drive]).
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Server and Database Creation | ||
| Build a new server with the latest OS and SQL server patches. |  | |
| Collaborate with OTIS teams to build SQL Server on data center infrastructure. | | |
| Create new databases within SQL Server. | | |
| Define database schemas, tables, views, functions, stored procedures. | | |
| Indexes and Performance Tuning | ||
| Manage the physical layer performance (CPU, memory, storage, IO, compute, networking, security). | | |
| Setup performance data captures to monitor SQL Server infrastructure performance. | | |
| Design and create indexes to optimize query performance. | | |
| Create and update database statistics. | | |
| Monitor, Rebuild, and fine-tune indexes as needed. | | |
| Security Configuration | ||
Create Active Directory (AD) security groups for new SQL Server. | | |
| Request privileged user accounts for SQL Server Management Studio DB Access (e.g., SysAdmin, data reader, etc.). | | |
| Set up required authentication modes (AD Only, SQL Server Authentication not supported) | | |
| Define user roles, permissions and access control. | | |
| Encryption: TDE configuration, certificate management, monitoring and maintenance, security auditing and collaborate with customer developers. | | |
| Encryption: Responsible for column-level (always encrypted) encryption, connection strings, data masking, proper query design, authentication and authorization and collaborate with OTIS DBAs. | | |
| Backup and Retention Policies | ||
| Define backup and retention policy for new SQL Server. | | |
| Define agency retention policy. | | |
| Ensure backups are stored securely. | | |
| Request a database restore to a new server build. | | |
| Monitoring and Alerts | ||
| Set up physical/infrastructure layer performance metrics and alerts. | | |
| Set up monitoring for logical DB performance metrics, query execution and resource utilization as needed. | | |
| Configure alerts for critical logical/application-based events. | | |
| Configure alerts for physical DB layer using extended events and other performance repositories. | | |
| High Availability and Failover | ||
| Setup always-on availability groups, this is not a standard build template, but can be requested, will have a custom build and support rate. | | |
Define initial failover groups and availability zones. | | |
| Ongoing management of failover groups and availability zones. | | |
| Plan for disaster recovery scenarios, and work with customers on a yearly test. | | |
| Customer technical team to participate in yearly disaster recovery testing with OTIS DBAs and DR Team. | | |
| Application Connection Strings and SQL Ser Server Drivers | ||
| Provide guidance on best SQL Server connection drivers to use for new SQL Server. | | |
| Update application connection strings to point to the SQL Server. | | |
| Install SQL Server ODBC/OLEDB drivers on application/web servers and keep these up to date. Work with OTIS DBAs on any changes. | | |
| Database Support Requirements | ||
| Identify application requirements for the database. | | |
| Identify data security requirements over and above SCDIS-200 and CIS Standards. | | |
| Identify data backup and retention requirements (default is 30 days). | | |
| Identify data archive and purge requirements. | | |
| Identify data recovery time objectives (RTO). | | |
| Set data recovery point objectives (RPO) – defined by log backup policy interval (Standard=1 hour, Advanced=15 minutes). | | |
| Database Software Procurement, Installation and Configuration | ||
| Procurement of database management server software SSMS (licenses). | | |
| Procurement of database management server software (SQL Server licenses); cost passed through to customer. | | |
| Procurement of database management server utility software. | | |
| Database management system software installation and configuration. | | |
| Database management system software utility installation and configuration. | | |
| Database management system software and OS version upgrades. | | |
| Database management system software utility version upgrades. | | |
| Maintain application compatibility with Database management system software utility version upgrades. | | |
| Apply SQL Server cumulative updates to SQL Servers on Microsoft supported versions. | | |
| Create a new database. | | |
| Create database partition(s) if needed. | | |
| Database Support Activities | ||
| Provide first level support for customer database. | | |
| Provide first level support for issues with logical/infrastructure database layer (CPUs, memory, storage, high latency, network, infrastructure security). | | |
| Monitor status of database systems as defined by customer and OTIS. | | |
| Monitor status of application layer performance for customer applications and related application layer of database systems. | | |
| Develop and document standards and acceptance criteria to promote applications database changes from development and/or test into production. | | |
| Coordinate activities for moving code from development and/or test environments to production via change management process. | | |
| Execute activities to support releases to production via change management process for database management. | | |
| Database Monitoring and Fault Management | ||
| Define requirements for database performance monitoring. | | |
| Implement and support database monitoring tools. | | |
| Monitor application performance of customer application and database logical layers. | | |
| Automated monitoring of database instance availability on a 24x7x365 basis. | | |
| Monitor and respond to application database alerts and events per incident management process. | | |
| Manage database level high availability (SQL Server Always On availability groups). | | |
| Database Performance and Capacity Management | ||
| Agency deployment plans and user growth forecasts. | | |
| Monitor physical database layer for database performance and capacity availability. | | |
| Define requirements for performance/capacity planning monitoring tools. | | |
| Implement and maintain tools for performance/capacity planning and management. | | |
| Define performance indicators and establish thresholds to monitor database performance against indicators. | | |
| Provide analysis and report on database performance trends and exceptions (optional service). | | |
| Recommend corrective action to resolve database application layer performance and capacity growth rates. | | |
| Implement corrective actions approved by the change management process. | | |
| Database Maintenance | ||
| Coordinate and schedule maintenance activities with customer change management process. | | |
Install database security patches. | | |
| Database Security | ||
| Build initial Active Directory (AD) security groups per customer requirements. | | |
| Ability to add/remove users for pre-defined active directory groups for users. | | |
Ability to manage user roles on Microsoft SQL Server. | | |
Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.90% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 5 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| SQL Enterprise | $214.93 |
| Support, Database | $1,055.99 |
| Support, Database, New SQL, Server Build | $275.74 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
Within 5 business days for existing Managed Server customer (following approval of the Request for Solution (RFS) and independent of other services). Quantity of new servers requested may extend initial service delivery time.
Note: approximately 3 weeks for new customers to obtain agreement on requirements and solution for new database server.
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
