The Enterprise Storage service provides storage for application and user data. This service is highly scalable and dynamically adjusts to the performance agencies require. High-speed all-flash storage is provided for Virtual Machine (VM) and database workloads, while standard-speed storage is used for file and object storage. The Enterprise Storage service supports block and file storage, which includes Network File Services (NFS) and Common Internet File System (CIFS) storage.
Enterprise Storage is divided into tiers based on storage type.
| Service Tiers | Definition |
|---|---|
| Tier 0 Block Storage | This is an all-flash storage solution optimized for performance. |
| Tier 1 File/Object/Archive Storage | This is a spinning disk storage solution that is optimized for cost efficiency. This is typically used for document image solution storage, file servers and archiving. |
- 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.
- Storage systems are encrypted at rest.
- The Enterprise Storage service uses redundant components that protect data from loss due to equipment failure.
- OTIS consults and advises on data retention compliance and best practices and responds to provisioning, monitoring, maintenance and troubleshooting needs.
- Tier 0 Block Storage is used for high-speed VM and database storage provides 1 copy of data at the State Data Center (primary).
- Tier 1 File/Object/Archive Storage is used for standard speed file and object storage provides 2 copies of data at the primary data center and 1 copy of data at the disaster recovery data center (secondary).
- 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.
- Security/Encryption
- Enterprise Storage infrastructure provides data encryption at rest.
- Hardware
- Storage area network (SAN) hardware technologies and associated connectivity components, server connection to SAN is via fiber channel or ethernet cables and switches, as required for the Enterprise Storage infrastructure.
- Software
- Storage Resource Management (SRM) tools that provide storage usage reporting, performance analysis and reporting, alert and event management, incident management, device configuration and provisioning, support for configuration and change management.
- Data replication software, as needed, to meet customer availability requirements and enable data replication from the State Data Center to the disaster recovery data center.
- Installation and Configuration
- Installation and configuration of supported storage technologies at the State Data Center.
- Enterprise Storage is configured in an active (highly redundant) configuration to enhance storage availability.
- Support and Administration
- Incident resolution through the Division of Technology Operations (DTO) Service Desk.
- Maintenance of storage hardware and software for supported storage platform environments.
- Monitoring and alerting on all supported storage platforms.
- Provision, install and configure storage expansion as needed (e.g., expansion of disks, drawers, cabinets).
- Exclusions
- Native storage array block-level replication is not a feature of this offering.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Managed Server or Virtual Colocation (if available)
- Backup and Recovery
- Required service(s) for eligible customers:
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Manage infrastructure via the change management process, including initial storage configuration, document storage configuration, configure storage infrastructure to enhance security. Provide first level support for infrastructure and proprietary software, including release upgrades. | Image
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| Report to customers about emergency fixes that have been implemented. | Image
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| Work with vendors to maintain product compatibility updates and refreshes. | Image
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| Monitor and maintain storage infrastructure components (including licenses, hardware, software) respective revision levels to maintain compatibility across the infrastructure. | Image
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| Maintain infrastructure standards for allocation of storage in accordance with storage tiers. | Image
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| Respond to OTIS inquires to ensure that storage is accessible and functioning per application host. | Image
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Verify functionality by the application host as requested by OTIS. | Image
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| Provide an annual (at a minimum) storage capacity forecast of customer storage requirements. | Image
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| Provide an annual (at a minimum) storage performance forecast of customer storage requirements. | Image
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| Review customer forecasts on an annual basis (at a minimum) and plan OTIS disk storage capacity accordingly. | Image
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| 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. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 4 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 |
|---|---|
| Server, Storage, Tier 1 | $0.34 |
| Server, Storage, Tier 1 Credit | Call for pricing |
| Server, Storage, Tier 2 | $0.10 |
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 10 business days for onboarding new a 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.
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.
| 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.
