Description
Physical Colocation / Rack Hosting services involve hosting a customer's servers or other hardware in the State Data Center. This service includes managing the physical space, power, cooling and security for the hardware. OTIS provides a physical rack unit in the State Data Center for customers who need rack space for their IT devices. By using these services, customers can leverage the infrastructure of the State Data Center without the need to build and maintain their own, saving on costs and resources.
- Key Features and Benefits
- All building systems are monitored 24x7x365 by a staffed help desk.
- System technicians and contract vendors always available for emergency response.
- State Data Center adheres to strict physical security guidelines.
- Fire suppression systems throughout the facility.
- Provides a secure, reliable and cost-effective solution for hosting customer's IT infrastructure.
- Room for the storage you need today and ready to grow with you.
- Allows applications and services to be delivered quickly and securely from the data center through the statewide area core network infrastructure.
- Helps agencies, boards and commissions comply with statewide data center security controls, standards and policies.
- Reduces costs by eliminating the need for facilities upkeep and overhead costs.
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.
- Hardware
- Installation of rack power strips and temperature monitoring devices.
- Installation of rack combination locks and key cylinders that are unique to the customer.
- Software
- Management of remote monitoring of electrical and mechanical systems.
- Installation and Configuration
- Rack enclosure installation and power configuration based on a review of customer needs.
- OTIS will provide customers with the data center rack and cooling standards they will follow during installation and throughout the colocation service period. Customers must adhere to these standards as a material requirement of their use of the service.
- Network Connectivity
- Connectivity within the data center a dedicated customer virtual local area network (VLAN) to keep data and application separated from other department data and applications.
- Support and Administration
- OTIS provides 24x7x365 response for power and cooling issues that arise.
- OTIS provides power and cooling review to ensure power redundancy is maintained for the physical colocation racks.
- Customers are required to schedule equipment installation/deinstallation with OTIS Facilities Management in accordance with the standards documentation for this service.
- Exclusions
- Customer equipment installation: Customers are responsible for installing their equipment in the racks.
- Equipment that does not meet State Data Center standards: Customers are responsible for providing accurate information regarding their equipment's power requirements and matching their equipment's power configuration to the data center standards.
- Customer equipment support or tuning: Customers are responsible for configuring systems to achieve the desired performance, availability, reliability, business recovery and security.
- Prerequisites
- Required service(s) for eligible customers:
- None
- OTIS data center staff must review and approve equipment and power requirements prior to any equipment installation to ensure the correct power and equipment connections are utilized.
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Hardware | ||
| Racks | Image
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| Cabinets including locks providing adequate security | Image
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| Network connectivity from demarcation to assigned cabinet. | Image
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| Network connectivity from assigned cabinet to customer equipment in assigned rack. | Image
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| Server hardware | Image
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| Storage hardware | Image
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| Adhere to OTIS guidelines and policies regarding securing cabinets. | Image
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| Configuration of the customer equipment in their assigned rack will adhere to OTIS guidelines and policies. | Image
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| Standard System Software | ||
| Server operating system. | Image
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| Standard security software (antivirus, host intrusion detection, scanning) for VMs. | Image
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| Server remote access software (Citrix or VPN). | Image
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Client remote access software (Citrix or VPN). | Image
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| Non-Standard System Software | ||
Non-standard system management tools. | Image
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| Non-standard security software. | Image
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| Application Software | ||
| Custom developed. | Image
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| Commercially provided. | Image
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| Middleware/utility software. | Image
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| Other software not defined above. | 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 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 |
|---|---|
| Rack Hosting, Per Rack, Wired, Per Unit | $63.43 |
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
Not applicable, no new customers accepted.
Eligible Customers
No new customers accepted.
