Description
This service provides mainframe services for hosting customer applications in a secure SOC 1 Type 2 (SSAE 18), SOC 2, IRS Publication 1075 and PCI-compliant data center facility. OTIS supports the IBM z/OS operating system, select database management systems and layered software products on IBM zSeries hardware with logical partitioning (LPAR). Mainframe storage is required and is charged separately.
- Key Features and Benefits
- OTIS maintains and supports select software products from Software AG.
- OTIS maintains and supports IBM DB/2 Software, AG ADABAS and CA IDMS.
- All services are delivered in compliance with the State of South Carolina’s information security policies, as presented in SCDIS-200.
- OTIS conducts periodic disaster recovery (DR) tests and engages customer agencies as appropriate to participate in the tests.
- Mainframe storage, provided in this service, is required and is charged separately.
- The service includes mainframe-based data replication and infrastructure disaster recovery. LPARs will automatically failover to the disaster recovery data center if a disaster incident is experienced at the primary data center. Customers are responsible for restarting their applications that reside on the impacted LPAR after a site failover (if required by the application).
- Safely store data in a real-time environment and provide real-time backups to the off-site disaster recovery solution.
- The Virtual Tape System (VTS) allows for safe and secure data storage and backup with faster recovery times and lower costs. Additionally, the VTS files are replicated to the off-site disaster recovery solution.
- Additional features include low maintenance through hosted infrastructure operations, a state-of-the-art processor, and data recovery in case of disaster.
Service Scope
- Facilities Management
- Managing and monitoring physical security in the data center.
- Managing and monitoring the data center environment (e.g., power and cooling).
- Mainframe Engineering
- Installation of hardware and system software in accordance with best practices and State of South Carolina information technology and security policies.
- Evaluate and/or recommend hardware and software enhancements.
- Hardware and software enhancements to the z/OS LPAR over time.
- The standard patching maintenance window is Sunday, from 7:00 p.m.-10:00 p.m. Patches are applied 10 days after release but are occasionally applied sooner based on the risk of the unpatched vulnerability. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Upgrades of service components.
- Mainframe Logical Partition (LPAR) Maintenance and Administration
- Administration and maintenance of mainframe LPARs to ensure each is reliable and is available during the defined target availability hours.
- Utilization of vendor software services to maintain LPARs at the recommended level following standard change management procedures.
- Maintenance of current inventory/asset information and support history for each of the mainframe hardware and related components.
- Standard capacity and performance analysis reporting capabilities used by OTIS staff may be available to customers.
- Assistance in provisioning diagnostic information to assist with customer application support needs.
- Mainframe Support and Monitoring
- 24x7x365 monitoring, identification and resolution of technical issues for LPARs.
- Incident response based on priority levels.
- Provide diagnostic information to assist with customer mainframe application support needs.
- Ongoing security monitoring and management.
- Security event monitoring, detection and notification.
- Periodic vulnerability scanning and reporting.
- Security compliance audit and reporting.
- Repair or replacement of failing hardware components by IBM service personnel.
- Network Connectivity
- Connectivity (physical and logical) within the data center network.
- Mainframe-based data replication and infrastructure disaster recovery.
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Data Center Facilities | ||
| Data center power, cooling and related support infrastructure. | Image
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| Data center network infrastructure. | Image
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| Data center facilities physical security. | Image
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| Data center facilities structure maintenance and enhancements. | Image
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| Hardware | ||
| IBM System z system hardware/firmware/software. | Image
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| IBM System z peripheral hardware/firmware/software. | Image
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| Mainframe Standard System Software | ||
| LPARs. | Image
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| Standard security software (antivirus, host intrusion detection, scanning). | Image
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| Standard system management tools. | Image
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| Application Software | ||
| Manage and maintain custom developed software. | Image
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| Identify and request customer-specific third-party software to be purchased by OTIS on behalf of the customer. | Image
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| Purchase, install, manage and maintain the customer-specific third-party software. | Image
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| Manage and maintain shared commercially provided software. | Image
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| Manage and maintain shared middleware/utility software. | Image
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| Manage and maintain the physical database management (ADABAS/DB2/IDMS/CICS). | Image
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| Manage and maintain other shared software not defined above. | Image
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| Initial Provisioning and Configuration Management Of | ||
| IBM mainframe hardware/firmware/software. | Image
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| Define supported LPAR infrastructure technologies and standards. | Image
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Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
Mainframe LPAR (OS and Subsystems) Availability
| System Availability is defined as the availability of in-scope infrastructure components required to conduct the normal business operation of State application systems including processors (e.g., mainframe CPU, memory, storage), external storage, system Software and in-scope Network connection. Excludes scheduled maintenance. Availability will be measured based on the availability of State applications to conduct normal business operation and is for the single unit and is not the availability of the aggregated systems. | 99.9% |
| Mainframe Storage Area Network (SAN) Availability | 99.9% | |
| Application Platform Online Response Time ≤ 1.0 second | Online response time for critical online applications including ERP, data warehouse, financial, HTTP, etc. Number of seconds until end-user screen refreshes. | 99.9% |
| Scheduled Production Batch Processing | Scheduled Production Batch jobs include system setup, execution and completion of normally scheduled production batch jobs. | 99.9% |
| Demand Production Batch Processing | Demand and Test Batch: jobs include time for system setup and initiation of job execution for ad hoc requests, non-standard and non-prescheduled batch jobs. | 95.0% |
| Backups completed per backup schedule | Percentage of time that production backups (both normal and incremental) are completed on time, are verified to be accurate representation of source data and are free from errors and omissions | 100% |
| Mainframe restore (time to restore) within 2 hours | Time to restore functionality of the mainframe. | 95.0% |
| General Administration - Setup or modify job scheduler definition and dependencies - Next Calendar Day | Routine Mainframe Data Center functions that are required to meet State's workload requirements. | 98.0% |
| General Administration - One-Time schedule Change for existing scheduled jobs - 2 hours | 98.0% | |
General Administration - Setup/Modify job End-User ID or Authorization changes:
| 99.99% | |
| System Software Administration - Individual patches and requisite patches - As scheduled following signoff by State, completed within Availability SLRs | Performance of all System Software (e.g. Operating System, CICS, Database(s)) administration tasks including, but not limited to, software installation, patching, performance monitoring and tuning, instances creation and refresh, and recovery operations. For Service level measurement, production requests MUST be executed within the highest Service level. | 95.0% |
| System Software Administration - Minor patches and updates - completed within 5 Calendar Days of signoff by State. Required downtime is outside of the normal Availability SLRs. | 95.0% | |
| System Software Administration - Version or major release updates - As per agreed schedule. | 95.0% |
Service Rates
Discontinued to new customers.
Service Contacts
Customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov) to report issues related to this service.
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) for additional information on this service.
Estimate Initial Service Delivery Time
Not applicable.
Eligible Customers
No new customers accepted.
How To Order
Not applicable.
