DS Appendix 1-D Data Center Services SOO 10-18-2010 FINAL.pdf

DIPLOMATIC SECURITY

APPENDIX 1-D: DATA CENTER SERVICES

18/OCT/2010

APPENDIX 1-D

DATA CENTER SERVICES

STATEMENT OF OBJECTIVES (SOO)

for

DIPLOMATIC SECURITY

FINAL

18/OCT/2010– Page i DS Appendix 1-D Data Center Services SOO 10-18-2010 FINAL.docx

Table of Contents

1.0 Data Center Overview and Service Objectives

1.1 Data Center Services Overview

1.2 Service Objectives

2.0 Service Environment

2.1 Scope of the Infrastructure to Be Supported

2.1.1 Hardware and Software

2.1.2 Service Locations

2.1.3 Personnel

2.1.4 Policies, Procedures and Standards

2.1.5 Agreements and Licenses

2.1.6 Work-In-Progress

2.1.7 Future Initiatives

2.2 Baseline Information

3.0 Data Center Service Requirements

3.1 Service Descriptions and Roles and Responsibilities

3.1.1 General Responsibilities

3.1.2 Data Center Computing Services

3.1.3 Support Services

3.2 Service-Specific Milestones

4.0 Service Management

4.1 Service-Level Requirements (SLRs)

4.2 Reports

5.0 Referenced Appendices

List of Tables

Table 1. Data Center Baseline Projections

Table 2. Server Size Definitions

Table 3. General Roles and Responsibilities

Table 4. Operations and Administration Roles and Responsibilities

Table 5. Storage and Data Management Roles and Responsibilities

Table 6. Remote Access Roles and Responsibilities

Table 7. Database Administration Roles and Responsibilities

Table 8. Middleware Administration Roles and Responsibilities

Table 9. System Availability SLRs

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Table 10. Application Platform Response Time SLRs

Table 11. Batch Processing SLRs

Table 12. Output Delivery SLRs

Table 13. General Administrative Functions SLRs

Table 14. System Administration SLRs

Table 15. Server Software Refresh SLRs

Table 16. System Updates and Refresh SLRs

Table 17. Database Administration SLRs

Table 18. Data Center Reports

18/OCT/2010– Page 1

This is Appendix 1-D: Data Center Services SOO to the Agreement between Diplomatic Security (―DS‖) and Contractor.

1.0 Data Center Overview and Service Objectives

1.1 Data Center Services Overview

This Appendix 1-D: Data Center Services SOO is the Statement of Objectives (or ―SOO‖) that sets forth the roles and responsibilities of the Parties for the Data Center Services provided under the Agreement as part of the Services. Data Center Services are the Services and activities, as further detailed in this SOO, required to provide and support Diplomatic Security centralized production, quality assurance, and development computing environments. The Data Center environment includes centralized CPUs such as: Unix-based, Wintel, Windows-based systems, other mid-range computers (e.g., AS/400) and associated data storage and backup Services and supporting systems Software (e.g., operating systems, utilities, schedulers). These environments support DS’s business applications, file/print Services and other DS specific infrastructure-related functions (e.g., DS single sign-on application). Contractor may deploy additional systems to support the computing environment and to provide DS infrastructure technical support.

Data/Applications hosted in DS managed locations to be consolidated to the Enterprise Server Operations Center (ESOC) is a near term initiative for areas supported by Department consolidation policies and environmental readiness. Also, some application databases will move to virtual hardware as a phase of the consolidation to ESOC environment from the DS Data Center and DS/OFM managed areas.

In addition to the Services described in this Data Center SOO, Contractor is responsible for providing the Services described in Appendix 1-A: Cross-Functional Services SOO.

1.2 Service Objectives

The following are the key high-level Service objectives DS expects to achieve through outsourced Data Center Services and this Data Center Services Statement of Objectives

(SOO):

Meet DS business needs for highly Available, reliable, scalable and secure Services

Maintain compliance with industry standards and government regulations (e.g., ITIL v3 or later, Fismo.)

Acquire Services with Availability guarantees backed by Service-Level Requirements (SLRs)

Acquire Services that can leverage operational scale and best practices to achieve optimum commercial price performance

Acquire ongoing feedback mechanisms to ensure performance meets expectations

Identify opportunities for improvement and work collaboratively to improve services for end users Support the Bureau’s flexibility to standup new programs on short notice

Encourage innovation and understanding of emerging technologies

Increase accountability in all functional areas

Ensures that all supported services are well defined and documented.

18/OCT/2010– Page 2

2.0 Service Environment

2.1 Scope of the Infrastructure to Be Supported

The following sub-sections and related Service Environment Appendices further describe and scope the Data Center environment to be supported and/or with which Contractor shall comply.

These Service Environment Appendices are to be maintained by Contractor, and reviewed with DS, and updated by Contractor and made available to DS on a quarterly basis.

The Contractor is expected to understand relevant ISO 9000, 20000, 27001, Federal, NIST, DoS, DS, OFM and CTO policies. It is required that the Contractor is familiar with delivering services in the Federal Government environment.

Non-DS supported print servers, domain controller and file servers within DS facilities are managed by IRM. DS manages the application for supporting email archival and retrieval, however production email services are supported by IRM.

2.1.1 Hardware and Software

a. A listing and description of all Data Center hardware to be provided and supported is provided in Appendix D.1—Data Center Hardware. Contractor shared services hardware and software required to support DS Data Center environment should be designated separately. Suppler will participate in Domain controller updates. All assets are DS/Government retained.

b. A listing and description of the systems Software and utilities to be provided and supported is provided in Appendix D.2—Data Center Systems Software.

c. A listing and description of the data sets and applications Software for which Database Administration Services are to be provided is provided in Appendix D.3—Data Center Supported Databases.

d. A listing and description of Middleware and its related applications Software for which Middleware Administration Services are to be provided is provided in Appendix D.4—Data Center Supported Middleware.

2.1.2 Service Locations

A listing of DS-owned providing Data Center Services is provided in Appendix D.5—Data Center Facilities Locations.

2.1.3 Personnel

Contractor will be responsible for providing appropriately skilled staffing to meet the Data Center Services Roles and Responsibilities and Service Levels set forth in this SOO.

2.1.4 Policies, Procedures and Standards

The policies, procedures and standards with which Data Center Services will comply are provided in Appendix D.6—Data Center Policies, Procedures and Standards.

2.1.5 Agreements and Licenses

A list of Data Center-related agreements and licenses is provided in Appendix D.7—Data Center Agreements and Licenses.

These include a contract with First Federal for offsite data storage and MS and Oracle licenses.

18/OCT/2010– Page 3

2.1.6 Work-In-Progress

DS currently has a number of Data Center related initiatives in progress that are included within the scope of this SOO and may impact Services. Such projects are the responsibility of Contractor to complete within the time frames specified by DS. A list of these projects is provided in Appendix D.8—Data Center-Related Work in Progress.

2.1.7 Future Initiatives

Other Data Center-related initiatives considered but not in process are included in Appendix D.9—Data Center-Related Future Initiatives.

2.2 Baseline Information

DS’s current Data Center utilization and projected usage is presented below. These business requirements represent DS’s most realistic projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement.

Table 1. Data Center Baseline Projections

System Type Year

Year

Year

Year 3 Year 4 Year 5 Comments

Mainframe Services

(*MIPS)

NA

Mainframe DASD

(GB)

NA

Mainframe Tapes

(GB)

NA

SAN (GB)

Unix Servers

Production/ Development

Small 40 90 100 180 200 220

Multi-Class Solution /Projected Solution

Production/ Development

Med.

Production/ Development (enterprise)

Large 2 4 6 6 8 8

Multi-Class Solution / Projected Solution

Windows Servers

Production/ Development

Small 186 200 200 220 220 240

Production/ Development

Med.

Production/ Development

Large

Storage Networks

AS/400 DASD (GB)

18/OCT/2010– Page 4

System Type Year

Year

Year

Year 3 Year 4 Year 5 Comments

Unix DASD (GB) Medium 1TB 2TB 3TB 3TB 3TB 4TB

NT/WIN 2000

DASD (GB)

Small 6TB 6TB 8TB 8TB 10TB 10TB

SAN (GB) 25 t-bytes 25TB 20TB 20TB 25TB 25TB 30TB In-Scope

Midrange Tapes (on-site storage)

643 t-bytes 700TB 300TB 300TB 300TB 300TB 300TB Near Storage

* Million Instructions Per Second (MIPS)—An approximate measure of a computer’s raw processing power.

Table 2. Server Size Definitions

Server Definition

Small : 4 or Less CPUs - 250 or Less GB of DAS

Medium : 5 to 8 CPUs - 1 TB or less of DAS

Large : 9 to 16 CPUs - 2 TB or less of DAS

Enterprise : Greater than 16 CPUs - more than 2 TB of DAS

3.0 Data Center Service Requirements

3.1 Service Descriptions and Roles and Responsibilities

In addition to the Services, activities, and roles and responsibilities described in Appendix 1-A:

Cross-Functional SOO, Contractor shall be responsible for the following Data Center Services.

3.1.1 General Responsibilities

The following table identifies general roles and responsibilities associated with this SOO. An ―X‖ is placed in the column under the Party that will be responsible for performing the task.

Contractor responsibilities are indicated in the column labeled ―Contractor.‖

Table 3. General Roles and Responsibilities

General Roles and Responsibilities Contractor DS

1. Comply with DS policies and standards and regulations applicable to DS including information systems, personnel, physical and technical security

X

2. Manage event and workload processes across all platforms X

3. Provide technical support for all hardware/equipment of the Data Center computing infrastructure

X

4. Support Data Center infrastructure System Software (e.g., operating systems, utilities, databases, Middleware as listed in the applicable SOO appendices)

X

5. Support Data Center Networks (e.g., LAN, WAN connection) and related operations (e.g., support procurement, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis) as required to meet DS computing requirements

X

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General Roles and Responsibilities Contractor DS

6. Monitor Data Center-related environmental elements (e.g., HVAC, dual redundant UPS, power, cable plant, fire detection and suppression systems, temperature and humidity controls, and controlled physical access with 24×7 manned security)

X

7. Conduct applications test-to-production migration activities X

8. Implement and coordinate all Changes to the Data Center infrastructure including those that may affect the Service levels of any other Service Tower and Third Parties

X

9. Create, maintain and provide all appropriate project plans, project time and cost estimates, technical Specifications, management documentation and management reporting in a form/format that is acceptable to DS

X

3.1.2 Data Center Computing Services

3.1.2.1 Operations and Administration

Operations and Administration Services are the activities associated with the day-to-day management of the Data Center computing environment, providing and supporting a stable infrastructure and effectively and efficiently performing operational and processing procedures to ensure Services meet SLR targets and requirements. The following table identifies the Operations and Administration roles and responsibilities that Contractor and DS will perform.

Table 4. Operations and Administration Roles and Responsibilities

Operations and Administration Roles and Responsibilities Contractor DS

Monitoring Operations Roles and Responsibilities

1. Define monitoring requirements and policies X

2. Develop and document in the Standards and Procedures Manual monitoring procedures that meet requirements and adhere to defined policies

X

3. Review and approve monitoring procedures X

4. Provide proactive and scheduled console monitoring of infrastructure and systems (e.g., hardware, network, batch schedule, interfaces, table spaces), respond to messages and take corrective action as required

X

5. Develop and maintain standard automated scripts to perform monitoring on systems Software

6. Identify and report Problems including system, file, disk and application Problems

X

7. Provide troubleshooting, repair and escalation of Problems in the Data Center computing environment

X

8. Provide preventative measures for proactive monitoring and self-healing capabilities to limit Outages that impact Service delivery

X

9. Identify and report application Problems X

10. Resolve or assist in Resolving application Problems in accordance with SLRs and escalate as required

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Job Scheduling and Execution Operations Roles and Responsibilities Contractor DS

1. Define job scheduling requirements and policies, application interdependencies, DS contacts, and rerun requirements for all production jobs

X

2. Develop and document in the Standards and Procedures Manual job scheduling procedures that meet requirements and adhere to defined policies

X

3. Review and approve monitoring procedures X

4. Provide job scheduling, job execution, reporting and Resolution, taking into account infrastructure and system interdependencies

X

5. Implement and manage scheduling tools for managing/automating job execution (e.g., job workflow processes, interdependencies, DS contacts, and rerun requirements file exchange functions and print management)

X

6. Define production, test and demand batch scheduling requirements X

7. Prepare production, test and demand batch jobs for execution X

8. Execute production, test and demand batch jobs on required systems X

9. Monitor progress of scheduled jobs and identify and Resolve issues in scheduling process

X

10. Startup and shut-down online/interactive systems according to defined schedules or upon approved request

X

11. Maintain database of job scheduling, contact, rerun and interdependencies

X

12. Provide quality control for reprocessing activities, such as batch reruns X

13. Prepare job run parameters X

14. Validate job results per DS instructions X

15. Notify DS and maintain a history of job completion results X

Electronic Data Exchange Management Roles and Responsibilities Contractor DS

1. Define electronic data exchange format requirements and policies, including transport (e.g., EDI, XML, FTP), delivery locations, format and schedule requirements

X

2. Develop and document in the Standards and Procedures Manual procedures for performing electronic data exchange that meet requirements and conform to industry standards

X

3. Review and approve electronic data exchange procedures X

4. Develop and maintain a repository of all DS electronic data exchange distribution and exchange entities

X

5. Manage electronic interfaces between the Contractor-supported environments and Third Parties

X

6. Execute electronic data exchange production and test distribution according to production schedules

X

7. Monitor all electronic data exchange transactions to ensure proper completion

X

8. Rerun transactions as required and escalate non-Resolved electronic data exchange transactions to DS contact

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9. Perform recovery operations for electronic data exchange transactions as required

X

10. Interface directly with DS electronic data exchange distribution entities according to defined, entity-unique DS procedures

X

System Administration Roles and Responsibilities Contractor DS

1. Define system administration requirements and policies X

2. Develop and document in the Standards and Procedures Manual procedures for performing system administration that meet requirements and adhere to defined policies

X

3. Review and approve systems administration procedures X

4. Set up and manage End-User accounts perform access control, manage files and disk space and manage transaction definitions

X

5. Perform system or component configuration Changes necessary to support computing services in conformance with Change Management requirements

X

6. Provide usage statistics reports that may be used to support chargeback and other reporting requirements

X

3.1.2.2 Storage and Data Management

Storage and Data Management Services are the activities associated with the provisioning and day-to-day management of the installed Data Center storage and data environment (e.g., direct access storage devices (DASD), redundant array of independent disks (RAID), storage area Network (SAN), Network-attached storage (NAS), tape and optical), providing a stable supporting infrastructure and effectively and efficiently performing procedures to ensure Services meet SLR targets and requirements. The following table identifies the Storage and Data Management roles and responsibilities that Contractor and DS will perform.

Table 5. Storage and Data Management Roles and Responsibilities

Storage and Data Management Roles and Responsibilities Contractor DS

1. Recommend Contractor-standard Storage and Data Management procedures

X

2. Develop, document and maintain in the Standards and Procedures Manual Storage and Data Management Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review, provide additional procedures as required and approve Storage and Data Management procedures

X

4. Provide data storage Services (e.g., RAID array, SAN, NAS, tape, optical, etc.)

X

5. Monitor and control storage performance according to technical Specifications, Storage and Data Management policies, and perform tuning as required

X

6. Maintain and improve storage resource efficiency X

7. Maintain data set placement and manage data catalogs X

8. Perform data and file backups and restores per established procedures and SLRs

9. Manage file transfers and other data movement activities X

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Storage and Data Management Roles and Responsibilities Contractor DS

10. Provide input processing, for activities such as loading Third Party media (e.g., tape) and receipt and/or transmission of batch files

X

11. Support Government procurement process for and manage consumables, such as tape, disks, etc., in support of the backup requirements. Coordinate acquisition of additional materials as needed

X

Media Operations Roles and Responsibilities Contractor DS

1. Recommend Contractor-standard Media Operations procedures X

2. Develop, document and maintain in the Standards and Procedures Manual Media Operations Contractor procedures that meet DS requirements and adhere to DS policies

X

3. Review, provide additional procedures as required and approve media processing procedures

X

4. Maintain a media library and media management system X

5. Manage the media inventory to ensure that adequate media resources are available. Coordinate acquisition of additional media as needed

X

6. Manage input media availability to meet processing SLRs X

7. Load and manage Third Party media X

8. Provide secure off-site storage meeting DS requirements for designated media and transport media to DS approved off-site location as required

X

9. Perform periodic audits to ensure proper cataloging of media X

3.1.2.3 Remote Access

Remote Access Services are the activities associated with the installation, management, operations, administration and support of the hardware and Software that support Remote Access and connectivity to all systems (e.g., DS Extranet, Citrix farms or Terminal Servers for law enforcement and other applications and thin client server infrastructure )

This access is defined as access across disparate networks (accessing government network from a government network) not access from home into networks.

The following table identifies the Remote Access roles and responsibilities that Contractor and DS will perform.

Table 6. Remote Access Roles and Responsibilities

Remote Access Roles and Responsibilities Contractor DS

1. Define Remote Access policies and procedures X

2. Develop and document in the Standards and Procedures Manual Remote Access procedures that meet requirements and adhere to defined policies

X

3. Review and approve Remote Access procedures X

4. Install, test, provide technical support, administration and security administration for Remote Access hardware and Software

X

5. Provide testing support for defined DS applications that will be made available via Remote Access

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Remote Access Roles and Responsibilities Contractor DS

6. Provide technical assistance and subject matter expertise as required by DS infrastructure staff and Third Party solution Contractors for Remote Access products and solutions

X

7. Perform system or component configuration Changes necessary to support Remote Access Services

X

3.1.2.4 Database Administration

Database Administration Services are the activities associated with the maintenance and support of existing and future databases. This includes responsibility for managing data, namely data set placement, database performance, and data recovery and integrity at a physical level.

The following table identifies the Database Administration roles and responsibilities that Contractor and DS will perform.

DBA support will be provided for all networks (DS and IRM)

Table 7. Database Administration Roles and Responsibilities

Database Administration Roles and Responsibilities Contractor DS

1. Define Database administration requirements and policies including authorization requirements for End-Users, roles, schemas, etc., and approve Change requests

X

2. Develop and document in the Standards and Procedures Manual Database Administration procedures that meet requirements and adhere to defined policies

X

3. Review and approve Database Administration procedures X

4. Provide security administration including managing role and End-User database permissions in accordance with DS policies

X

5. Perform database restores from export dumps or backups X

6. Create/refresh development/test/QA databases from sanitized production data

X

7. Execute authorization Service Requests X

8. Define and Approve Task Order for Applications Enhancements and Development

X

9. Provide cost estimates and Application Development Services based on government acceptance of Task Order Requirements and cost estimates.

X

10. Define database creation, configuration, upgrade, patches and refresh requirements

X

11. Recommend database configuration, upgrade, patches and refresh requirements that enhance performance baselines

X

12. Execute database creation, configuration, upgrades, patches and refresh

X

13. Execute all database system-level Changes (initialization parameters) X

14. Execute all schema Changes for all instances X

15. Define and provide database data definition requirements for applications (IMAC for tables, triggers, attributes, etc.)

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Database Administration Roles and Responsibilities Contractor DS

16. Execute database data definition requirements for applications (IMAC for tables, triggers, attributes, etc.)

X

17. Maintain documentation for all database instance parameters and system settings

X

18. Maintain consistent database parameters and system settings across all like instances; consistency must be maintained according to established development to QA to production life cycle

X

19. Define database definition and manipulation requirements for applications and developer schemas

X

20. Execute database data definitions for applications and developer schemas

X

21. Define and execute database performance and tuning scripts, and keep database running at optimal performance for DS’s workload

X

22. Approve database performance and tuning scripts X

23. Implement and administer appropriate database management tools across all database instances. Performance metrics and historical data must be available for trending and reporting over a minimum of 6 months

X

24. Identify locking conflicts, latch contention, rollback requirements, etc., for all database instances

X

25. Resolve locking conflicts, latch contention, rollback requirements, etc., for all database instances

X

26. Provide technical assistance and subject matter expertise to DS application developers and Third Party vendor support

X

27. Provide data dictionary expertise, End-User data assistance, Data Warehouse Metadata definition, data mapping functions and creation of data cubes

X

28. Monitor database (e.g. availability, capacity, performance) and generate automatic IT Service Center Trouble Tickets for Problems

X

29. Open, track and manage to Resolution all database Problems X

30. Patch database Software as needed according to established development to QA to production life cycle

X

31. Manage database communication Software configuration, installation and maintenance

X

32. Provide database storage management X

33. Define database backup schedules, retention periods, levels (i.e., full, incremental or differential)

X

34. Execute DS’s database backup and recovery policies X

3.1.2.5 Middleware Administration

Middleware Administration Services are the activities associated with the maintenance and support of existing and future Middleware. The following table identifies the Middleware Administration roles and responsibilities that Contractor and DS will perform.

18/OCT/2010– Page 11

Table 8. Middleware Administration Roles and Responsibilities

Middleware Administration Roles and Responsibilities Contractor DS

1. Define Middleware requirements and policies X

2. Develop and document in the Standards and Procedures Manual Middleware Administration procedures that meet requirements and adhere to defined policies

X

3. Review and approve Middleware Administration procedures X

4. Define authorization requirements for End-Users, roles, objects, etc., and approve Change requests

X

5. Implement Middleware configurations X

6. Implement approved application object Changes X

7. Establish and maintain configuration and system parameters in a consistent manner across like server environments

X

8. Execute processes for the proper maintenance and functioning of Middleware systems (e.g., load balancing, tuning, configuration management)

X

9. Execute authorization Change requests X

10. Execute Middleware creation, upgrade and refresh X

11. Execute all Middleware system-level Changes (i.e., initialization parameters)

X

12. Execute all object Changes for all instances X

13. Maintain consistent Middleware parameters and system settings across all like instances according to established development to QA to production life cycle

X

14. Implement and administer appropriate Middleware management tools across all Middleware instances

X

15. Patch Middleware Software as needed, according to established development to QA to production life cycle. Correlate internal Change request to vendor tracking codes

X

16. Provide Middleware communication Software configuration, installation and maintenance

X

3.1.3 Support Services

Exclusions

The following items are specifically excluded from this SOO:

None

3.2 Service-Specific Milestones

Milestones specific to the deployment of Data Center services are listed in the following table:

Milestone Description Milestone Date

General Roles and Responsibilities Proposal recommended completion timeline

Operations and Administration Roles and Responsibilities

Proposal recommended completion timeline

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Storage and Data Management Roles and Responsibilities

Proposal recommended completion timeline

Remote Access Roles and Responsibilities Proposal recommended completion timeline

Database Administration Roles and Responsibilities

Proposal recommended completion timeline

Middleware Administration Roles and Responsibilities

Proposal recommended completion timeline

Data Center Reports Proposal recommended completion timeline

TBD

4.0 Service Management

4.1 Service-Level Requirements (SLRs)

The following minimum Service levels are required at the end of the Transition Period.

Contractor must consistently meet or exceed the following SLRs. All times referenced are in Eastern Time.

Table 9. System Availability SLRs

Definition

System Availability is defined as the availability of in-scope infrastructure components required to conduct the normal business operation of DS application systems including processors (e.g., mainframe CPU, memory, storage), external storage, system Software and Network connection. Excludes scheduled maintenance.

Availability will be measured based on the availability of DS applications to conduct normal business operation and is for the single unit and is not the availability of the aggregated systems.

Pre-scheduled Downtime Requirements

All pre-scheduled system downtime, unless otherwise agreed upon in advance by DS, will occur:

a. For the systems with 24×7×365 requirements—all pre-scheduled maintenance shall be performed based on DS’s Change Management policy

b. For systems having non-24×7×365 requirements—pre-scheduled maintenance shall be performed outside of the normal System Availability time frame

System Availability Service-Level Requirements

System Service Measure

Performance Target

SLR

Performance %

Windows Production Servers (Critical)

Per Server Availability

7x24x365 99.97%

Windows Production Servers (Non-critical)

Per Server Availability

Mon.–Sat, 0400–2000 99.95%

Unix Production Servers

Per Server Availability

7x24x365 99.97%

QA/Test Systems and Servers

Per Server Availability

Mon.–Fri., 0600–1800 98%

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System Availability Service-Level Requirements

Service Measure

Performance Target

SLR

Performance %

Development Servers Per Server Availability

Mon.–Fri., 0600–1800 95%

Formula Availability (%) = 100% – Unavailability (%)

Where Unavailability is defined as:

( Outage Duration × 100%) (Schedule Time – Planned

Outage)

Measurement Interval

Measure Daily

Reporting Period

Report Monthly

Measurement Tool

TBD

Table 10. Application Platform Response Time SLRs

Online response time for critical online applications including ERP, data warehouse, financial, HTTP, etc.

Application Platform Online Response Time Service-Level Requirements

Application Platform Service Measure

Performance Target

SLR

Performance %

Production Unix Online Response Time

90% of transactions complete 0.5 seconds

95% of transactions complete 1.0 seconds

100% of transactions complete 3.0 seconds

99.5%

Unix Development, Test and QA

End-to-End Response Time

90% of transactions complete 1.0 seconds

95% of transactions complete 1.5 seconds

100% of transactions complete 2.0 seconds

99.5%

Production Windows Online Response Time

90% of transactions complete 1.0 seconds

95% of transactions complete 1.5 seconds

100% of transactions complete 3.0 seconds

99.5%

Windows Development, Test and QA

End-to-End Response Time

90% of transactions complete 1.0 seconds

95% of transactions complete 1.5 seconds

100% of transactions complete 3.0 seconds

99.5%

Intranet/Extranet Web Systems

End-to-End Response Time

80% of transactions complete 1. sec

95% of transactions complete 3 sec

99.9% of transactions complete 30 sec

99.9%

18/OCT/2010– Page 14

Application Platform Online Response Time Service-Level Requirements

Application Platform Service Measure

Performance Target

SLR

Performance %

Internet Web Service

End-to-End Response Time

50% of transactions complete 1 sec

80% of transactions complete 3 sec

99.9% of transactions complete 30 min

99.9%

Formula Performance = Transactions completed within Performance

Target ÷ Total Transactions

Measurement Interval

Measure at 30 second intervals

Reporting Period

Report Monthly

Table 11. Batch Processing SLRs

Scheduled Production Batch: jobs include system setup, execution and completion of normally scheduled production batch jobs.

Demand and Test Batch: jobs include time for system setup and initiation of job execution for ad hoc requests, non-standard and non pre-scheduled batch jobs.

Batch Processing Service-Level Requirements

Batch Processing Type

Service Measure

Performance Target

SLR

Performance %

Scheduled Production Batch

Per Scheduled Time

Complete core jobs per DS’s approved schedule

99.5%

Demand Production Batch including migration of data to disparate networks and cleansing of data per security classifications

Response Time

30 minutes to initiation 95%

Demand Test Batch Response Time

30 minutes to initiation 95%

Formula Total number of jobs completed within Performance Target ÷

Total number of jobs executed during Measurement Interval

Measure Daily

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Table 12. Output Delivery SLRs

DS requires data output for a variety of output delivery formats and destinations, as well as processing requirements (includes remote printing and print to file).

Confirmation of delivery and reporting of output volumes is required. Various Contractor systems/servers direct output to remote printers and other enterprise systems (fax, pager, e-mail) at various locations, with output delivered to the appropriate system according to DS-approved schedules and without errors.

OUTPUT DELIVERY SLRs

Output Delivery Type

Service Measure

Performance Target

SLR

Performance %

Remote Output Delivery including data delivery

Per Scheduled Time per DS-approved schedules 98%

Formula Number of jobs completed within Performance Target ÷ Total number of scheduled jobs

Measure Weekly

Table 13. General Administrative Functions SLRs

Routine Data Center functions that are required to meet DS’s workload requirements.

General Administrative Functions Service-Level Requirements

General Administration Task Service Measure

Performance Target SLR Performance %

Set up or modify job scheduler definition and dependencies

Response Time Next Business Day (all daily requests)

98.0%

One-time schedule Change for existing scheduled jobs

Response Time 2 hours (all daily requests) 98.0%

Setup/Modify End- User ID or Authorization changes.

Response Time

1–5 User IDs

6–10 User IDs

>10 User IDs

2 Business Days

3 Business Days per agreed upon time

95.0%

Notification of Incident Priority Level 1 Outage to Service Center

Response Time 10 minutes of discovery 99.90%

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General Administrative Functions Service-Level Requirements

Formula

Number of requests completed within Performance Target

÷ Total of all requests occurring during Measurement

Reporting Period Report Monthly

Table 14. System Administration SLRs

Actions by Contractor for proactive monitoring and intervention to minimize capacity bottlenecks and activities required to implement system capacity and operational usage Change requests.

System Administration Service-Level Requirements

Administration Task Service Measure

Performance Target

SLR

Performance %

Advise DS of need to allocate additional processing resources based on pre-defined parameters and observed growth patterns

Proactive monitoring and reporting to DS of need to increase capacity

Sustained average daily CPU utilization approaches 70% of installed processor capacity—Inform DS within 1 Business Day

99.0%

On-Demand CPU Processing capability Change requests

Elapsed Time Increases/decreases of 20% of baseline CPU processing capability within 2 days

99.0%

Advise DS of need to allocate additional storage resources based on pre-defined parameters and observed growth patterns

Proactive monitoring and reporting to DS of need to increase capacity

Total monthly storage capacity utilization measured in GBs used approaches 80% of installed capacity—Inform DS within 1 Business Day

99.0%

On-Demand disk storage capacity Change requests

Elapsed Time Increases/decreases of 10% of installed storage capacity within 7 Business Days

99.0%

System security requests

Response Time Next Business Day 99.0%

Testing of service/security patches/antivirus

Testing completion

Completion of testing per prescribed schedule

95%

18/OCT/2010– Page 17

System Administration Service-Level Requirements

Administration Task Service Measure

Performance Target

SLR

Performance %

Deploy service/security patches/antivirus updates necessary to fix/repair environment vulnerabilities

Response Time Same Business Day as signoff, subject to agreed-upon Change Management procedures

99.0%

Capacity/Performance Trend Analysis and Reporting across all platforms

Monthly measurement/ analysis and periodic notification on resource utilization and trends for critical system resources

Monthly analysis reports

Interim reports on rapidly developing events and trends identification

99.0%

Formula

Number of requests completed within Performance Target

÷ Total of all requests occurring during Measurement

Table 15. Server Software Refresh SLRs

Definition Software refresh for all upgrades and new releases.

Server Software Refresh Service-Level Requirements

Server Software Refresh Service Measure

Performance Target

SLR

Performance %

Notification of vendor Software upgrades and new releases

Response Time Within 30 days after Software vendor announcement

95.0%

Testing of service packs and updates

Testing completion

Completion of testing per prescribed schedule

95%

Implementation of service packs and updates to ―dot‖ releases

Response Time Per DS approval and ITCCB patch management schedule

95.0%

Testing of version or major release updates

Testing completion

Completion of testing per prescribed schedule

95%

Implementation of version or major release updates

Response Time Per DS approval and ITCCB patch management schedule

95.0%

18/OCT/2010– Page 18

Server Software Refresh Service-Level Requirements

Server Software Refresh Service Measure

Performance Target

SLR

Performance %

Formula Number of requests completed on time ÷ Total of all requests occurring during Measurement period

Measure Interval Measure Monthly

Table 16. System Updates and Refresh SLRs

Measure Contractor performance of maintaining a consistent deliverable to End-Users by change of technology.

System Updates and Refresh Service-Level Requirements

Updates/Refresh Service Measure Performance

Target

SLR

Performance %

Refresh for all servers Response Time Population age greater than 4 years old based on business unit approval

95.0%

Formula

Total number of events completed within Performance

Target ÷ Total number of events scheduled, due or required

Table 17. Database Administration SLRs

Definition Performance of all Database 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.

Database Administration Service Level Requirements

Administration Type Service Measure Performance

Target

SLR

Performance %

Instance Creation and Refresh

Elapsed Time Create = 2 Business Days

Refresh = 1 Business Day

95%

18/OCT/2010– Page 19

Database Administration Service Level Requirements

Administration Type Service Measure Performance

Target

SLR

Performance %

Create End-User ID, Grants, Revokes, Create table space, other data definition requests

Elapsed Time 2 hours (1–5 requests daily) 4 hours (6–10 requests daily) 2 Business Days >10 daily

Based on a per-database request

95%

Schema changes and stored procedures

Elapsed Time 1 Business Day

Based on a per-database request

95%

Performance tuning and maintenance

Elapsed Time Proactive monitoring and preemptive intervention to maintain required performance levels

Two hours to respond to ad hoc requests

95%

Database Refresh Type Service Measure

Performance Target

SLR

Performance %

Testing of patches Testing completion Completion of testing per prescribed schedule

95%

Individual patches and requisite patches per database

Elapsed Time Same Business Day as signoff by DS, completed within Availability SLRs

95%

Testing of service packs and updates to ―dot‖ releases

Testing completion Completion of testing per prescribed schedule

95%

Service packs and updates to ―dot‖ releases

Elapsed Time Within 5 Business Days of signoff by DS. Required downtime is outside of the normal Availability SLRs.

95%

Testing of version or major release updates

Testing completion Completion of testing per prescribed schedule

95%

Version or major release updates

Elapsed Time Within 5 Business Days of signoff by DS. Required downtime is outside of the normal Availability SLRs.

95%

Formula

Total number of events completed within Performance

Target ÷ Total number of events scheduled, due or required

Measure Weekly

Measurement Tool TBD

Data Extraction requests:

Data Extraction Deliver Extraction per DS request

Within 1 business data of request 95%

18/OCT/2010– Page 20

4.2 Reports

Contractor shall provide written reports to DS regarding Contractor’s compliance with the SLRs in addition to the reports specified in this Section. Reports are required per the following table:

Table 18. Data Center Reports

Report Description Timing

Service Level Requirements (SLRs) Daily, Weekly, Monthly, Quarterly, Annually

TBD

5.0 Referenced Appendices

SOO Appendix Description

D.1 Data Center Hardware

D.2 Data Center Systems Software

D.3 Data Center Supported Databases

D.4 Data Center Supported Middleware

D.5 Data Center Facilities Locations

D.X Data Center Personnel

D.6 Data Center Policies, Procedures and Standards

D.7 Data Center Agreements and Licenses

D.8 Data Center-Related Work in Progress

D.9 Data Center-Related Future Initiatives