• 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.

• VMware host systems engineering.
• Provisioning and setting up of VMware host server hardware and software in accordance with OTIS standards and policies.
• Hardware and software enhancements to the VMware host server over time.

• Administration and maintenance of hardware to ensure that each VMare host server is reliable, performing adequately and providing overall service availability.
• Maintain VMware host server hardware and software at recommended patch and release levels following standard change management procedures.
• Standard capacity and performance analysis reporting capabilities for customers to review utilization, performance, and trending information for processors and memory.
• OTIS provides and maintains a VM OS and related systems utilities.
• OTIS installs manufacturer field change order, service packs, firmware and software maintenance releases.
• OTIS performs product patches, "bug fix," service pack installations or upgrades to the current installed version VMware and related system utilities.
• OTIS manages and maintains (e.g., procure, monitor, tracks status, verify, audit, perform contract compliance, renew and reassign) VMware software licenses and media.

•    Responsive support to incidents.
•    Responsive support to unscheduled service outages in a timely manner.
•    Provision of diagnostic information to assist with customer application support needs.
•    Repair or replacement of failing hardware components.
•    Ongoing security monitoring and management.
•    Security event monitoring, detection and notification.
•    Periodic vulnerability scanning and reporting.
•    Security event/vulnerability remediation.
•    24x7x365 access to the Division of Technology Operations (DTO) Service Desk.
 

• Connectivity within the data center to a dedicated customer virtual local area network (VLAN) to keep data and applications separated from other department data and applications.

• Virtual machines are configured with full redundancy, allowing system recovery within the same data center.
• If a physical server fails, also commonly referred to as an VMware host hardware failure, the automated high availability feature is invoked. All VMs affected by the VMware hardware failure are migrated to an alternate VMware host and restarted on the alternate host within the virtualization cluster.
• All workloads are supported with minimal impact to performance with unplanned downtime related to the VM migration and the restarting of the VM on an alternate host in the virtualization cluster. The alignment and compliance of application requirements are maintained as when the VM was initially provisioned.
• Server failover (VMware HA) capabilities do not currently support application-level load balancing. 

• This environment will be used when customer is unable to use vendor supported server operating system, OTIS will determine a customer’s need for this service offering on an exception basis; this offering is not orderable by customers.
• This environment may reduce application functionality to mitigate security risks inherent in the legacy server operating system software environment.
• This offering will have reduced support (e.g., patching is unavailable). It is primarily focused on protecting the broader OTIS application and infrastructure environment from security risks introduced by hosting legacy server operating system software.
• The environment comprises dedicated hardware and software components with advanced security configurations. The costs of these components and the associated labor are included in the service offering rate. Examples of additional security associated with this offering include but are not limited to, separated VLAN, restricted user access, additional firewalls to isolate the legacy server operating system from the mainstream network, etc.
• Agencies are responsible for initial provisioning, configuration, patching and ongoing management of the VM OS.

• 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).
• Operating system managed and maintained by OTIS, to include current operating system, security updates and patches.
• Requests for installations, adds, moves or changes that exceed 40 OTIS resource hours to complete will require additional funding. OTIS will provide an estimate before beginning work.

• Required service(s) for eligible customers:
  • Managed Router
  • Enterprise Storage
  • Backup and Recovery
• Agencies are expected to maintain their applications and operating systems.
• Customers must submit service requests to OTIS in advance, as described below:
  • Contact OTIS at least 30 days before new service installations or office moves when existing network infrastructure exists.
  • Contact OTIS at least 60 days before new service installations or office moves when no existing network infrastructure exists. Depending on customer requirements, location  and need for vendor support,  more advanced notice may be needed.

    • OTIS may need approval from the customer agency director and Admin chief information officer (CIO) to support requests submitted outside the advance notice requirements, and additional funding may be required to cover overtime, vendor fees and other costs.