Description
The Network Drive Storage service provides access to network drive storage for customer’s users and group file storage. Files may be set up to be accessed by one or many users. The user's assigned business roles determine dedicated private network folders and shared access to network folders.
- Key Features and Benefits
- Network storage is backed up nightly, an immutable service, with a 30-day retention period.
- Asynchronous replication to a secondary data center.
- Storage protection from ransomware.
Service Scope
- Physical Security and Facilities
- Host all storage 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 supports data encryption at rest.
- Hardware
- Storage hardware technologies, Network Drive Storage, and associated connectivity components as required.
- Installation and Configuration
- Installation and configuration of supported storage technologies at the State Data Center.
- Network Drive 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. Planned maintenance is performed Sunday between 6:00 a.m.–10:00 a.m. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Monitoring and alerting on all supported storage platforms.
- Exclusions
- Does not include OneDrive storage; OneDrive storage is included in Microsoft 365 service.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Managed Workstation
- Microsoft 365
- Managed Active Directory
- Multi-Factor Authentication
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Define network standards for connectivity to the network drive storage. | Image
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| Define authorized user access for network drive storage. | Image
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| 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 inquiries 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 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. | 99.00% |
| Incident Response – Severity 3 and 4 | 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. | 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
Call for pricing.
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 onboarding a new Network Drive Storage customer (following approval of Request for Solution (RFS) and independent of other services). Quantity of Network Storage Drives requested may extend initial service delivery time.
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.
