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Docker

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The Department of Technology Services (DTS) provides a Docker environment. This shared environment will host container applications based on Docker software technology. Docker automates the deployment of applications inside software containers. It works by wrapping a piece of software in a complete file system (i.e., container). That container contains everything needed to run the software, including code, runtime, system tools, system libraries—basically anything that can be installed on a server. This guarantees that the software will always run the same, regardless of its environment. It is both innovative and economical and will save time in deploying and building applications.

Why Containers?

It takes a lot of time and effort to update and add revisions to large applications. The amount of effort to make revisions and changes to applications affects the timetables for updates to larger applications, postponing, and sometimes even canceling, revisions and updates. Docker will enable DTS to create a flexible, robust, and consistent environment for applications across development, quality assurance (QA), and production systems.

Docker is highly automated and enables a “Rapid Deployment” methodology, which empowers DTS developers to utilize microservice architecture. Microservice architecture structures an application as a collection of loosely coupled services. Services should be fine-grained and the protocols should be lightweight. The benefit of decomposing an application into different smaller services is that it improves modularity and makes the application easier to understand, develop, and test. The microservice architecture enables continuous delivery and deployment.

The hours of support required for Docker are listed below.

Hours of Support

Application

Support Hours

Days of Week

Non-production deployments

7:00 a.m. to 6:00 p.m.

Monday through Friday

Production deployments

Scheduled per request 24/7 On Call Available

24/7

Shared application hosting infrastructure

24/7 On Call Available

24/7

Product Features and Descriptions

Shared Application Hosting

  • Helps establish a more standard development environment by having consistent configurations in place.
  • Docker provides rapid deployment for developers. By creating just a container for the process and not booting up an OS, deployments can happen in seconds.
  • With fewer changes to code across development to production, Docker ensures consistent configurations across development.
  • Development times will be reduced over time as microservices are implemented.
  • The microservice architecture enables continuous delivery and deployment.
  • Docker allows users to quickly update and test new versions of software.

Resources

A standard container will be created to run the instance. Resource usage within the container is included in the rate.

24/7 Environment Support

Production systems are monitored for power, network connectivity, and environmental consistency and are supported by DTS personnel 24/7. Problems can be reported by contacting the DTS Help Desk. Application support is the responsibility of the customer.

Deployment Support

The Docker/Hosting support teams will support all deployments. Deployments may be requested using the “request for Shared Application Hosting” Docker order form. For support hours, see the Deployment section of this product description.

Configuration and Failover

Production, QA, and development environments are Docker swarm clusters that have built-in redundancy. The redundancy is accomplished by spanning eight servers.

Application Updates (Deployments)

Customers must follow the standard deployment request process for deployment of application updates, whether introducing a new version or fixing a bug. Production deployments must be requested by filling out the Docker order form.

Current Limitations

For applications that access regulated data, an architectural review with a Docker System Administrator and the Developer is required. Please see your Campus Hosting Docker representative if there are any questions regarding using Docker.

Features Not Included

Assistance and Troubleshooting

Application troubleshooting and assistance for non-standard deployments are available at the prevailing rate for DTS consulting.

Rates and Billing

Feature

Description

Base Rate

Shared Application Hosting

Not applicable at this time

NA**

1 – GB RAM

1 – CPU

See Storage Rates*

Memory/Additional Memory

Not applicable at this time

CPU/Additional CPU

Not applicable at this time

NFS/Additional Storage

Not applicable at this time

Table Notes

* Low cost storage rate

** Configurations using additional RAM and CPUs will incur additional cost.

Ordering and Provisioning

To order a new instance, complete the Docker Order Form. Docker standards can be found here.

Each application can consist of space in production, QA, and development. Each of the separate environments will be billed separately.

Deployments

  • Deployments are supported by the Docker/Hosting Team. Operational standards can be found here.
  • All production deployments must be requested by completing the Docker Deployment Form.
  • Production deployments must follow the Change Management process.
  • Production deployments may be scheduled as requested.

DTS Responsibilities

DTS will:

  • Provide a secure physical facility and all environmental controls for the server and disk array.
  • Monitor and maintain the integrity of the network.
  • Install and maintain server hardware.
  • Install and maintain Docker infrastructure.
  • Complete deployments to Docker.

Agency Responsibilities

The agency will:

  • Comply with standards that have been outlined for the Docker environment.
  • Develop and maintain all application software running in the customer’s server instance. The customer must develop and test software in a development and acceptance testing environment before deploying to production.
  • Ensure that development can be completed on the customer’s hardware.
  • Do not use the development and QA deployments for production.
  • Provide customer support services to the end users of the application.
  • Troubleshoot all problems originating with the application.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Application Availability*

Varies by application

Varies by application

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Total Time to Resolution

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

Post Updated: July 15, 2019
Posted On: June 6, 2019

Enterprise Backups

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Enterprise Backups is a system that backs up virtual servers in the VMware environment and/or physical servers using an agent. Whole servers can be recovered using the VMware snapshot backups, or individual files and folders can be restored. A copy of each backup is sent to on-site cloud storage, and files older than thirty days are on cloud storage only.
The hours of support required for Enterprise Backups are listed below.

Hours of Support

Application

Support Hours

Days of Week

DTS Enterprise Backups 24×7, excluding scheduled maintenance Sunday–Saturday

Product Features and Descriptions

Rubrik

This is the product name for the backup appliances currently used for Enterprise Backups. Clusters exist in the Salt Lake and Richfield data centers. Each appliance has two nodes that contain encrypted disks and a 10GB fiber connection for data ingestion and management.

Cloudian

This is the product name for the on-site cloud storage connected to Rubrik.

Disaster Recovery

Backups are being pushed to Cloudian storage with redundancy in three locations: Salt Lake City, Richfield, and Logan. In the event of a disaster, additional infrastructure will need to be acquired and put in place for a complete recovery.

Features Not Included

Long-term Archives

Data requiring long-term archiving, such as one year, three years, etc. can be sent straight to on-site cloud storage rather than through Rubrik.

Ordering and Provisioning

Agencies determine whether backups are necessary for new servers. If backups are needed, DTS Campus Hosting requests this service by entering an incident into the ticketing system or contacting the Enterprise Monitoring and Data Protection Team.

DTS Responsibilities

  • Provide this service to all executive branch agencies that DTS provides IT services to.
  • Help customers with backups and restores as needed.
  • Troubleshoot and update the Enterprise Backup environment to ensure that it remains current.

Agency Responsibilities

  • Work with DTS hosting to determine whether new servers need to be backed up or exempted.
  • Determine the retention time for backups if the default of ninety days does not work.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Application Availability*

Enterprise Backups

**99.9%

Table Notes:

*Times exclude those tickets in a “Pending” status waiting for a known bug fix.

**Since Enterprise Backups is a critical function within DTS, it will be added to the Near Real Time report on the dashboard as well as the application availability report. This will allow it to show up on the DTS dashboard and CSR reports for executive management to review.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Total Time to Resolution

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

Post Updated: July 1, 2019
Posted On: December 19, 2018

Enterprise Monitoring

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Enterprise monitoring is an application used to verify that hardware devices (e.g., servers switches, netops, UPS, etc.) and software products, applications, and services provided by the State of Utah are working correctly and are available. It is also used to gather information about the above items for the purpose of reporting statistics and providing context for troubleshooting.

The hours of support required for DTS Enterprise Monitoring are listed below.

Hours of Support

Application

Support Hours

Days of Week

DTS Enterprise Monitoring 24×7, excluding maintenance on second Wednesday of each month between 0900 and 1400 Sunday–Saturday

Product Features and Descriptions

Zabbix

This is the current monitoring product in use for enterprise monitoring. The default monitoring includes monitoring of RAM, CPU, disk space, etc. Monitoring has the ability to use any of the following protocols: IPMI, SNMP, ICMP, TCP, UDP, JMX, SSH, Telnet, HTTP, or HTTPS. External scripts can also be called to create custom monitors.

Ordering and Provisioning

Users can submit a ServiceNow ticket requesting monitoring, and the ticket will be worked by a campus Reliability Automation Team member.

DTS Responsibilities

  • Provide this service to all DTS customers.
  • Ensure the agent is installed and configured for all devices.
  • Ensure agent / monitor is configred and reporting for all programs.
  • Respond to alerts / tickets generated when triggered by a monitor. 

Agency Responsibilities

  • Work with DTS to create appropriate monitors for all programs.
  • Allocate resources to support monitoring for their applications/systems.

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Application Availability*

Enterprise Monitoring **99.9%

Table Notes:

*Times exclude those tickets in a “Pending” status waiting for a known bug fix.
**Since Enterprise Monitoring is a critical function within DTS, it will be added to the Near Real Time report on the dashboard as well as the application availability report. This will allow it to show up on the DTS dashboard and customer service review (CSR) reports for executive management to review. 

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Total Time to Resolution

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours 90%
Medium priority: 4 business hours 90%
High priority: 3 clock hours 90%
Critical priority: 3 clock hours 90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour 85%
Medium priority: 1 business hour 85%
High priority: 1 clock hour 90%
Critical priority: 30 clock minutes 95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution 65%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Levels of Customer Satisfaction

Average level of satisfaction with resolution efforts ≥ 4.5 on a scale of 0–5
Percentage of respondents expressing satisfaction (vs. dissatisfaction) 93% of respondents satisfied
Post Updated: December 19, 2018
Posted On: December 19, 2018

Enterprise Service Bus

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Effective Date: August 2017
Revision Date: August 2017
Version: 001.0
Product Manager: Greg Jackson
Phone:  801-641-2444
E-mail:  gregjackson@utah.gov 

The Department of Technology Services (DTS) provides the Enterprise Service Bus (ESB). An ESB is an architecture, a set of rules and principles for integrating numerous applications together over a bus-like infrastructure. ESB products enable users to build this type of architecture, but the products vary in the way that they do this and in the capabilities that they offer. The core concept of the ESB architecture is that different applications can be integrated by putting a communication bus between them and then enabling each application to talk to the bus. This decouples systems from each other, allowing them to communicate without dependency on, or knowledge of, other systems on the bus. The concept of ESB was born out of the need to move away from point-to-point integration, which, over time, becomes brittle and hard to manage.

What is MuleSoft?

MuleSoft, the runtime engine of Anypoint Platform, is a lightweight Java-based ESB and integration platform that allows developers to connect applications together quickly and easily, enabling them to exchange data. MuleSoft enables easy integration of existing systems, regardless of the different technologies that the applications use, including JMS, Web Services, JDBC, HTTP, and more. The ESB can be deployed anywhere, can integrate and orchestrate events in real time or by batch, and has universal connectivity.

Key Features of ESB

  • Service creation and hosting—The ESB exposes and hosts reusable services, using the ESB as a lightweight service container.
  • Service mediation—The ESB shields services from message formats and protocols, separates business logic from messaging, and enables location-independent service calls.
  • Message routing—The ESB routes, filters, aggregates, and resequences messages based on content and rules.
  • Data transformation—The ESB exchanges data across varying formats and transport protocols.

Product Features

Feature

Description

Memory Resources

1 GB of memory is allocated to each instance. Several small applications can run in each instance until breaching capacity, when another instance will need to be ordered.

If more than 1GB is needed, a review of the Web service / API will need to be completed to determine why the Web service / API is consuming excessive memory resources and whether the API is following DTS standards. The Web service / API may need to be divided into two instances, or an SBA may be needed.

24/7 Environment Support Systems are monitored for power, network connectivity, and environmental consistency and are supported by DTS personnel 24/7. Problems can be reported by contacting the DTS Help Desk. Application support is the responsibility of the customer.
Deployment Support The ESB Deployment Team will support all deployments. All deployments may be requested using the ESB Deployment Request Form. For support hours, see the Deployment section of this product description.  
Configuration and Failover Production, QA, and Development environments are redundant and applications will be installed two times on each environment. This provides failover and redundancy as well as system upgrades and maintenance without downtime. Development can be broken into two single-instance environments to create a Development and Test environment if needed.
Application Updates (Deployments) Customers must follow the standard deployment request process for deployment of application updates, whether introducing a new version or fixing a bug. Deployments must be requested by filling out the ESB Deployment Request Form.

Features Not Included

Feature

Explanation

Assistance and Troubleshooting Assistance for non-standard deployments and application troubleshooting is available at the prevailing rate for DTS consulting.

Product Rates

Feature

Rate

ESB (MuleSoft Environment) Instance NA

Support

Type of Support

Hours of Support

Non-production Deployments 7 a.m. to 6 p.m., Monday through Friday
Production Deployments Scheduled per request
ESB Infrastructure See General Service Levels and Metrics section

Ordering and Provisioning

To order a new instance, complete the ServiceNow ESB New Instance Order Form.

Each instance consists of space in production, quality assurance (QA), and development.

Deployments

  • Deployments are supported by the ESB Deployment Team. Operational Processes can be found at the Enterprise Service Bus Operational Processes page
  • All deployments must be requested by completing the ESB Deployment Request Form.
  • Stage / Development / QA / Test Deployments may be scheduled or requested from 7 a.m. to 6 p.m., Monday through Friday.
  • Production deployments may be scheduled as requested.

DTS Responsibilities

DTS will:

  • Provide a secure physical facility and all environmental controls for the server and disk array.
  • Monitor and maintain the integrity of the network.
  • Install and maintain server hardware.
  • Install and maintain MuleSoft infrastructure.
  • Complete deployments to the ESB.

Agency Staff Responsibilities

The agency will:

  • Approve access to Web services / API.
  • Test software in a development and acceptance testing environment before deploying to production if required.
  • Provide customer support services to the end users of the application.

General Service Levels and Metrics

All technical incidents and service requests, as well as certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk, specialized help desks that support state agencies or DTS divisions and regions. All incidents and requests will be captured in the DTS Help Desk application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.

DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.

The DTS Enterprise Service Desk is accessible 24/7 by telephone at 801-538-3440 or 800-678-3440. Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov. Published “Business Hours” for the DTS Service Desk are 8:00  a.m. 5:00 p.m., Monday through Friday. Hours of support/on-call coverage vary by agency, division, region, and product.

Incident Response and Resolution Targets

Time to Initial Response Targets

Percentage of Tickets

Total Time to Resolution Targets

Percentage of Tickets

Low priority–1 business hour 85% Low priority–6 business hours 90%
Medium priority–1 business hour 85% Medium priority–4 business hours 90%
High priority–1 clock hour 90% High priority–3 clock hours 90%
Critical priority–30 clock minutes 95% Critical priority–3 clock hours 90%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

Periodic reports will be created showing the level of customer satisfaction with resolution of incidents by specific support groups and the level of customer satisfaction by agency.

Customer Satisfaction Targets

Metric Description

Target

Average level of satisfaction with resolution efforts

> 4.5 on a scale of 0–5

Percentage of respondents satisfied or better with service received 93% of respondents satisfied
Post Updated: November 27, 2017
Posted On: August 16, 2017

Richfield Data Center Services

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The Department of Technology Services (DTS) provides physical, logical, and technical Data Center services in support of Executive Branch Agencies throughout the State of Utah. DTS operates a secondary data center in Richfield, Utah, supporting DTS products and services.

The Richfield Data Center (RDC) provides Executive Branch Agencies and other government entities, an off-site data center solution capable of meeting the challenges of planning and executing business objectives that include Continuity of Operations Planning (COOP) and disaster recovery.

Product Features and Descriptions

Data Center Utilization

  • Currently housing over 100 physical and virtual servers as well as many storage and network devices.
  • Currently utilizing 60% capacity of the facility and 65% capacity of the available UPS power.

Features

  • Facility
    • 11,977 sq. feet building with 6,296 sq. feet of machine room space
    • Conference room
    • Shared facility with Public Safety Dispatch Center
  • Security
    • Card key access
    • Multi-door access
    • Fenwal fire suppression
  • Power
    • 300 KVA UPS; 2 strings sealed cell batteries; failover PDUs
    • 900 kW diesel generator that is tested monthly
    • Up to 12,000 gallons of diesel fuel that will last over 4 weeks in continuous operations mode.
    • UPS battery units provide coverage during failover to generator power.

Secure Facilities

  • Staffed and operational 24 hours per day, 365 days per year.
  • Multiple zones where physical security is controlled by electronic card key and motion detection recording NETBOTZ cameras throughout the center.
  • Enterprise Security working in partnership with Network Operations provides 24×7 threat monitoring and cyber incident response services.  
  • Threat monitoring objectives include rapid detection and response to cyber-attacks as well as monitoring social networking channels and websites known to be used by criminals.

Strategic Location

  • Distance from Salt Lake City/Wasatch Front (160 miles from SLC)
    • Located on Snow College Campus/Richfield Utah
    • Independent local infrastructure
    • Outside city/regional cataclysmic threats
    • Capable of expansion

Network Redundancy/Capabilities

  • Next Gen Perimeter Firewalls (Palo Alto); to mirror Salt Lake Data Center (SLDC)
  • Upgrading Hosting switches to match SLDC fault tolerance
  • Alternate ISP: UEN 1G connection with plans to upgrade to allow for higher bandwidth
  • 10G Ethernet to SLDC
  • CenturyLink MOE connections to most Geo-Hubs
  • Microwave backup to Salt Lake Valley
  • Future – Upgrading WAN core network gear to increase capacity and redundancy
  • Future – Proof-of-concept for Software Defined Network (SDN) in Richfield
  • Future – Researching and planning an alternate 10G circuit between Salt Lake and Richfield Data Centers providing carrier diversity

Domain Name Servers

  • Domain Name Servers (DNS) located in the RDC
    • DNS services available in the Richfield Data Center with “continuity” in case of a failure in the Salt Lake Data Center
    • Servers are Load Balanced for Active-Active recovery services

Power Requirements

  • Double redundant power with Rocky Mountain Power and on-site diesel generator
  • Redundant Power Distribution Units (PDUs) to distribute power for switches and servers
  • Uninterruptable Power Supply (UPS) to provide temporary power in case of commercial power failure
  • Battery strings extend UPS capacity
  • Diesel generators extend power for longer outages

Processing Capacity

  • IBM Mainframe – z10 (70 MSU dark site)
  • Floor space to house racks for colocation of servers
  • Virtual servers using VMware, rack-mounted servers and blade
    servers for shared and dedicated hosting
  • Multiple Operating Systems
    • MS Windows
    • Linux
    • z/OS

Mainframe

  • 1 Processor (142 MIPS) and 2 CBUs (284 MIPS)
  • Total 426 MIPS available in emergency
  • z/OS 2.x
  • Total Memory 8GB
  • 3 GB memory allocated to Production
  • 3 GB memory allocated to Development
  • 1.25 GB memory allocated to Test LPAR
  • 1.75 GB memory allocated to Linux Processor, CF, Systems
  • IBM agreement for 1st available hardware

Mainframe Storage

  • EMC VMAX 40K
  • One 48GB Engine with Encryption
  • 10TB Useable (48 x 300GB 15K SAS, RAID 5 (3+1) plus 8 spares)
  • 4 x 8GB FICON Ports
  • 4 x 10GB Ports (Replication)

Mainframe Tape Storage  (Reaching End-of-Life)

  • STK 8500 Tape Library
  • Supports MF Batch Processing, DFHSM
  • Attached to ESCON for MF and FC for OS
  • 5000 Volumes/3,495 Volumes Used
  • 40GB uncompressed tapes and 200GB compressed tapes
  • 4/9840C MF drives
  • 6/T10000C OS drives dedicated to Backup and Recovery
  • 32 MF drives and 32 OS drives can be by the tape library
  • Future – Moving to Digital Tape Library (DTL) solution from EMC to replace Hitachi Tape Library at primary SLC and full backup system in Richfield

Databases

  • Database Capabilities
    • Oracle Prod/AT/Dev
      • VM Cluster with three blades
    • SQL Server 2014
      • Replication (Log Shipping)
    • Mainframe DB2 Disaster Testing only (Annually: September)
    • Oracle Exports Copied from SLC to Richfield (Daily)
    • SQL Server backups copied from SLC to Richfield (Daily)
    • Fully Licensed on all DBs

Backup and Restore Services

  • Tivoli Storage Manager (TSM)
  • Oracle STK 8500 Tape Library
  • Rubrik
  • Hitachi HCP
  • Nimble Storage

Backup and Restore Capabilities*

  • Automated backup
  • Daily differentials
  • Instant recovery

*Note: Subscribers may request these services for servers, applications and databases located in the SLDC. Subscription data is transferred daily via an encrypted path to the Richfield Data Center.

Authentication

  • Utah Master Directory – UMD
    • Directory services available in the Richfield Data Center with “continuity” in case of a directory failure in the Salt Lake Data Center.
    • Servers are Load Balanced for Active-Active recovery services
  • Active Directory
    • Directory services available in the Richfield Data Center with “continuity” in case of a directory failure in the Salt Lake Data Center.
    • Servers are Load Balanced for Active-Active recovery services
  • Single Sign-On (SiteMinder)
    • DTS is replacing SiteMinder with a new single sign-on solution; implementation is scheduled FY2018.
    • Enterprise SSO solution is replicated from Salt Lake Data Center.
    • Servers are Load Balanced for Active-Active recovery services

Features Not Included

  • Refer to DTS Product Descriptions to review product information and features.

Ordering and Provisioning

  • The order form for the product information described below may be found on the following DTS web site: https://dts.utah.gov/

DTS Responsibilities

  • Provide the services identified above

Customer Responsibilities

  • Contact DTS to review Business Continuity plans, Disaster Recovery initiatives and other services.
Post Updated: December 13, 2016
Posted On: October 3, 2016

Virtual Applications Hosting

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Virtual Applications Hosting (VAPPS) provides a hosting environment to virtualize and securely deliver applications to end user devices. Customers are assigned development, test, and production Remote Desktop Session Host (RDSH) servers within a dedicated pool. Pools are configured redundantly to facilitate high availability (HA) and disaster recovery (DR) requirements. The operating system and server resources are licensed and maintained by the Department of Technology Services (DTS).

RDSH servers are configured to support approximately thirty concurrent user connections to hosted applications. To increase capacity for hosting applications and/or increasing total concurrent connections, customers will need to request additional RDSH servers.

Access to the environment is restricted to the state’s wide area network (WAN). Virtual private network (VPN) connections are available to facilitate access by users not on the WAN.

Two factor authentication, using RSA SecurID, is available to agencies with regulatory compliance requirements for HIPAA, PCI, FTI, etc.

To use the VAPPS environment, customers must understand the following:

  1. How to install applications in the environment
  2. How to access applications in the environment

Installing application(s) in VAPPS environment

The process for installing applications in VAPPS depends on whether the application is a commercial off the shelf (COTS) product or in-house developed software.  The process for installing each is as follows:

Installing COTS application(s)

  • Customer will provide installation media and license keys to Enterprise VDI Operations Team for installation on test RDSH server.
  • Enterprise VDI Operations Team will install the application(s) on test RDSH server.
  • Customer will provide names of members to be added to user acceptance test (UAT) group to the Enterprise Help Desk.
  • When UAT process is completed, Enterprise VDI Operations Team will install application on production RDSH server(s).
  • Enterprise VDI Operations Team will create production group in AD.  AD group will be assigned rights to access production application(s).
  • The Enterprise Help Desk will populate the production AD group.
  • Customer will maintain membership of production AD group.

Note: Updates and patches to application(s) will be applied by Enterprise VDI Operations Team, upon customer request, to test first and then to production once UAT process is completed.

Installing in-house developed application(s)

  • Customer will install application on development RDSH server. Checks for errors, bugs, performance, security, etc. must be completed here.
  • Customer will provide installation files and instructions to Enterprise VDI Operations Team for installation on test RDSH server.
  • Enterprise VDI Operations Team will install the application(s) on test RDSH server.
  • Customer will provide names of members to be added to user acceptance test (UAT) group to the Enterprise Help Desk.
  • When UAT process is completed, Enterprise VDI Operations Team will install application on production RDSH server(s).
  • Enterprise VDI Operations Team will create production group in AD.  AD group will be assigned rights to access production application(s).
  • The Enterprise Help Desk will populate the production AD group.
  • Customer will maintain membership of production AD group.

Note: Updates and patches to application(s) will be applied to development by customer first and validated. Updates and patches to application(s) will be applied by Enterprise VDI Operations Team, upon completion of validation in development, to test first and then to production once UAT process is completed.

Accessing application(s) in VAPPS environment

Users will need the following to be able to access applications:

  • A network connection to the state WAN. Remote users will need to connect to the WAN through a VPN client.
  • A VMware Horizon client installed on the endpoint, i.e. desktop, laptop, or mobile device. Clients are available for the following platforms:
    • Apple Mac OS
    • Apple iOS
    • Microsoft Windows This includes the embedded Windows version for thin clients.
    • Android
  • An active user account in AD
  • Be a member of the AD group with access to the application(s).
  • A Remote Desktop Services Client Access License (RDS CAL)
  • An RSA token, if two factor authentication is required.

With the required components, users will be able to authenticate and access their assigned applications.

DTS will monitor the RDSH server resources, within dedicated agency pools, to ensure optimal conditions for application performance. When resource utilization reaches 80% of capacity for a sustained two hour period, the customer will be alerted to request additional production RDSH servers or reduce access.

Customers are required to have at least one testing RDSH server. A development RDSH server is also required for customer’s hosting in-house developed applications.

Hours of Support

Application

Support Hours

Days of Week

Virtual Applications (VAPPS) Business hours (8 AM to 5 PM)  Monday through Friday (except observed holidays)

Product Features and Descriptions

Disk Space

160 GB of disk space is included. The customer will be alerted, by email, when disk utilization is within 20% of max capacity. The customer will need to reduce utilization or increase capacity within 7 days to avoid impacting access to or performance of hosted application(s).

Memory

16 GB of memory is allocated per RDSH server. Several small applications can be delivered per RDSH server. Additional memory resources can be added in increments of 16 GB by subscribing to additional RDSH servers.

Authentication and Authorization

Authentication and authorization of connections to the VAPPS environment are facilitated by Active Directory (AD).The customer is responsible for maintaining the list of members within AD groups linked to their specific pool and application sets.

Environment Support

Systems are monitored for maximum availability 24×7. Access to applications hosted on these systems is supported during normal business hours (8 AM to 5 PM, Monday through Friday, except observed holidays).

Printing

The environment provides both printer redirection and location based printing options for HP printers that support universal print drivers.


Notes

  • Horizon is licensed per concurrent connection. Clients can be distributed to any number of devices but their access to the environment will be limited to the number of available concurrent connections.
  • Agencies are responsible for submitting a purchase request in ServiceNow to procure their own Microsoft Remote Desktop Services Device Cals with software assurance for each user that will be using the virtual environment. Agency is responsible for the renewal of the software assurance and must have an active license for all virtual environment users. 

Features Not Included

After Hours Support

Support for access to applications, outside of normal business hours, will require a special billing agreement (SBA)

Endpoint Support

This product does not provide technical support for endpoints, i.e. desktops, laptops, thin clients, tablets, or other mobile devices.

Application Licensing

Commercial off the shelf (COTS) applications (i.e., Microsoft Office, Adobe Acrobat, Corel WordPerfect, etc.) that are hosted in the VAPPS environment are licensed by the agency. Availability in the environment does not imply licensing compliance.
Licensed components of in-house developed applications are also the responsibility of the agency to maintain licensing compliance.

Application Support

Troubleshooting and resolving application issues are the responsibility of the agency.

Anonymous Authentication

Access to hosted applications without providing a username and password is not supported.

Ordering and Provisioning

To request an RDSH server, please complete and submit the form located at Form for Requesting a pool or resource unit http://forms.utah.gov/index.jsp. Please indicate whether the server will be designated for development, test, or production.

Developers will be provided access to the development server in order to install and configure in house applications prior to having them moved to the test server. It is recommended that the development server be recreated periodically to maintain a pristine development environment.

All new applications must complete a security review and user acceptance testing before being deployed to production.

DTS Responsibilities

As listed above, DTS is responsible for:

  • Maintenance and Support of the VAPPS infrastructure during normal business hours
  • Applying regularly scheduled security and technology updates pertaining to VAPPS environment
  • Applying approved patches to virtualized applications hosted in the VAPPS production environment
  • Customer support for access to applications hosted in the VAPPS environment
  • Nightly Backups of the VAPPS environment systems.

Agency Responsibilities

The Agency is responsible for Maintenance and Support of any applications hosted in VAPPS.

  • All documentation and user training.
  • Requesting security reviews for all custom applications prior to deployment to production
  • User acceptance testing for all applications prior to deployment to production
  • User acceptance testing for all application patches and enhancements prior to deployment to production
  • Licensing for any COTS or custom applications delivered through the VAPPS environment
  • Ensure sufficient concurrent use and access licenses are acquired and maintained to meet agency utilization requirements.
  • Determine within two business days of being alerted that environment resources are nearing maximum capacity, whether to increase resources or decrease usage. A decision to increase resources requires the agency to submit a request for additional resources.
  • Customer support for the application hosted in the VAPPS environment
  • Before developing an application to be hosted in the VAPPS environment, the Agency will need to decide the following:
    • Who will be the agency’s application deployment coordinator? The coordinator ensures the Enterprise VDI Operations Team has the necessary documentation, installation files and media, and relevant license keys to install applications to the designated test server. The coordinator will be responsible for managing the UAT process to completion prior to requesting that the Enterprise VDI Operations Team install the validated application(s) to production.
      An agency may contract with DTS to provide this function at the approved rates if there is no one in the agency to designate this role to.
    • Who will be the agency’s environment coordinator? The coordinator will authorize changes made to the environment, i.e. increase resources by adding servers, apply system patches and updates, etc.

Notes

  • Remote Desktop Services (RDS) Client Access Licenses (CALs) are per named user or per named device.
  • Horizon licenses are concurrent use.
  • Production servers will not be provisioned unless a testing server is being provisioned or already exists.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

System Availability

The VAPPS environment will be available during normal business hours Monday through Friday 8 a.m. to 5 p.m. 

Additional technical support services (if contracted for) will be provided according to the agreement with the customer at the time the contract was finalized.

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours 90%
Medium priority: 4 business hours 90%
High priority: 3 clock hours 90%
Critical priority: 3 clock hours 90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour 85%
Medium priority: 1 business hour 85%
High priority: 1 clock hour 90%
Critical priority: 30 clock minutes 95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution 65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts ≥ 4.5 on a scale of 0–5
Percentage of respondents expressing satisfaction (vs. dissatisfaction) 93% of respondents satisfied
Post Updated: August 26, 2019
Posted On: May 24, 2016

Enterprise Hosting

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Hosting Infrastructure/Computing Environments

The Department of Technology Services (DTS) provides all State entities with hosting services, including compute, storage, databases, authentication and authorization, monitoring, 24/7 support, firewall, backup and restore, wide area network, security, and load balancing. DTS offers multiple options for infrastructure/computing hosting environments. These resources are located in the Salt Lake Data Center, the Richfield Data Center, and DTS managed cloud data centers. The data centers are interconnected with direct links using DTS owned or leased lines, enabling secure and high speed data communications. These data centers house the executive branch hosting resources for compute and data storage and are the core of the State wide area network (WAN), enabling single routing IP and IP management, Domain Name Service (DNS), routing, firewall, and security management. Projects are in motion to ensure data is encrypted end to end and is monitored with DTS managed tools.

Product Features and Descriptions

Compute:

Virtual Server:

Virtual servers can be configured to meet the needs of the application(s) to be installed. Working with a system administrator prior to ordering will help determine the resources needed for installation.

Physical Server:

Physical servers generally require more resources, which have associated costs; therefore this option requires a 36-month commitment by the customer.

Cloud Server:

Cloud servers are available as needed and can be configured with the same features of a dedicated server in a shared environment.  Some cloud servers fall under the classification of “virtual server” and can be hosted in Richfield, Salt Lake City, or public cloud partner locations.

Storage:

Storage is available using several DTS storage products, including SAN, Object (S3 and S3 cloud), and Mainframe (disk and tape) storage, all of which are billed monthly.

Databases:

There are several database options, including an individual database managed by DTS and shared database (SQL and Oracle) managed by DTS and Relational Database Services.

Authentication and Authorization:

Authentication and authorization support is handled by UtahID IAM implementation. The application owner is responsible for granting and maintaining access to authorized users. Non-executive branch agencies shall pay a rate for Authentication services.

Monitoring:

Monitoring can be enabled on all servers and applications, see the full product description.

24/7 Support:

Systems are monitored and supported 24/7. Problems can be reported by contacting the DTS Service Desk.

Firewall:

All systems are protected with internal and external firewalls.

Backup and Restore Services:

System and application backups can be completed by DTS at the customer’s request. See the full product description.

Server Administration:

All DTS hosted servers require server administration. See the full product description.

Wide Area Network:

DTS provides WAN connectivity, see the full product description. here.  WAN connectivity is not included when individual servers are used (i.e., blade or rack-mounted). Virtual machines do not require an additional WAN connection and, thus, do not incur the charge.

Security:

Hosting resources are managed by DTS Security to ensure adherence to principles, policies, and procedures necessary to ensure the confidentiality, integrity, availability, and privacy of information. See the full product description.

Load Balancing:

DTS provides load balancing, which refers to the process of efficiently distributing incoming network traffic and distributes network or application traffic across servers.

Ordering and Provisioning

Request DTS hosting services here.

Post Updated: July 1, 2019
Posted On: April 22, 2016

Hosting

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Leave this page alone. It is set up to redirect to the hosting page and allow Hosting to appear first under the product listing for hosting.

Post Updated: April 10, 2019
Posted On: March 16, 2016

Hosting – Mainframe Computing

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The mainframe is an enterprise server that processes large, database-dependent applications.  It also communicates with other systems both inside and outside the State of Utah.  Mainframe services are supported by one mainframe at the Salt Lake Data Center and a disaster recovery mainframe at Richfield.

Both data centers have redundant power, climate control, card key access doors, video monitoring, and full time staffing.  Storage devices are networked in such a way that data in Salt Lake City can be saved in Richfield even though the Richfield mainframe is offline until we recover from a disaster or test our processes to do so.

In general, each agency will determine

  • What mainframe applications must do
  • When the applications must be available
  • Who can access the applications and the data
  • What data must be backed up, how often, and for how long
  • What data must be encrypted at rest

In general, costs are covered as follows:

  • Mainframe costs are paid through three products:  the mainframe, mainframe tape, and mainframe disk.  Each of these rates is based on consumption.
  • Networking costs are paid through the networking and security rates.
  • Programmer costs are paid at an hourly rate at each agency.

Product Features and Descriptions

Operating system

z/OS

Operating environments

USS (Unix System Services) UNIX under the z/OS operating system

Language Environments:

run-time environments for IBM versions of certain high-level languages (HLLs), such as C++ and COBOL,

CICS (Customer Information Control System)  A transaction processing system designed for both online and batch processing activity.

Programming Languages

  • Enterprise Cobol
  • Fortran
  • Assembler
  • Java
  • C/C++
  • SAS (Statistical Analysis Software)

MQ Series

Middleware used for messaging and queuing that enables programs to communicate with each other across a network of unlike components; such as processors, subsystems, operating systems, and communication protocols.

JCL

Job Control Language

Debug Tool

Used to examine, monitor and control the execution of C, C++ and Cobol programs

Fault Analyzer

Helps to identify, analyze, and fix the problems associated with failing applications

File Manager

Toolset for working with mainframe datasets and DB2 and CICS data

Panvalet

A centralized library management tool for creating, storing, and maintaining program source data

DFSORT

High-performance sort, merge, copy, analysis, and reporting product

RACF

Security Software

CONTROL M

Provides workload automation of traditional job scheduling encompassing online disciplines, integration with business applications, and scheduling based on external events

CONTROL D

Comprehensive report management viewing, archival and print distribution system covering every aspect of report life cycle

TSO

Allows customers to create an interactive session with the mainframe

ISPF

A panel application navigated by keyboard that includes a text editor and browser and functions for locating and listing files and performing other utility functions

VTAM/Switch

Allows customers to simultaneously log on to multiple applications (CICS, TSO, etc) without logging on and off

ASSIST/TS

Allows a user to create and attach help information to new or existing CICS applications without making any programming changes to CICS programs

Life Cycle Manager (LCM)

Used to control changes to multiple configurations of software (programs) or documents and to allow controlled migration of those changes throughout the software or document life cycle

Infoprint Server

This feature is the basis for a total print serving solution for the z/OS environment. Delivers improved efficiency with the flexibility for high volume, high speed printing from anywhere in the network

DB2

DTS operates shared DB2 mainframe environments in the Salt Lake data center. State agencies access DB2 data using Structured Query Language (SQL) via standard Interfaces such as CICS, QMF, or call attach. Remote access is also available via middleware products such as DB2 Connect and QMF for Windows

DB2 Administration Tool

Automates routine DBA administration tasks including object change management, security, reporting, data movement and placement

Insight for DB2

Interactive performance monitor that enables the user to specify a DB2 subsystem to monitor including system summary, active threads, system activity review, user activity review, and user activity trace

Detector for DB2

Identify and analyze resource intensive applications and SQL statements from multiple sources to optimize DB2 performance

Language Environment

Provides a common environment for all Language Environment-conforming high level language(HHL) products

Code1

An address cleansing tool used mainly in batch processing. The address file is run through Code1 and cleansed for mailings. This tool can also be used through interactive processing in CICS

QMF

QMF Enterprise Edition allows easy-to-use visual query building that enables users of all skill levels to easily create their own reports accessing DB2

WebSphere Replication Server

WebSphere Replication Server (SQL) allows you to replicate data from and to relational databases

Connect:Direct & Cyberfusion

Peer-to-peer file-based integration middle-ware optimized for assured delivery, high-volume, and secure data exchange within and between enterprises. Optimized for high performance and moves files containing any type of data across multiple platforms, disparate file systems, and disparate media. Primarily used for secured, assured file transfer between Utah and various third party entities

FTP

TCP/IP standard way of transferring files across the Internet and between computers

SSH (SFTP)

A security protocol for logging onto a remote that provides an encrypted session for transferring files and executing server programs

Discontinued Features

ADABAS

ADABAS no longer runs on the mainframe.  It was deleted from the 2013 product description, and it will not be mentioned in 2015.

Features Not Included

Business process development or validation

The mainframe product does not include business analysis or project management.  Programmers working at the agency will take the lead on troubleshooting

Application maintenance or troubleshooting

Application programmers will maintain applications and troubleshoot them when they fail or under perform,

Business continuity or resumption plans

Systems programmers will build systems in response to agency defined needs, but they will not decide what agency data must not be lost and how soon agency applications have to be back online.

Desktop support for mainframe clients

BlueZone and PuTTY are not mainframe software, but desktop applications that are loaded on each end user’s PC.  The help desk or desktop technicians will figure out what agency application cannot print before referring a print ticket to the mainframe group.

Ordering and Provisioning

If you would like assistance, please contact the DTS Service Desk.

DTS Responsibilities

Change management

DTS will develop policy and implementation processes to manage changes to enterprise systems.

Facility security

DTS will set policy to ensure that facilities are secure.  DTS will also develop resource and enforce the implementation processes.

Application and Data Security

DTS systems programmers will configure mainframe systems so that that one agency cannot inadvertently access the applications or data of another agency.

DTS will make sure that all active media is physically secure.

DTS and each agency will record handover of tapes to and from the data centers.  Each agency will maintain accountability of tapes once they leave either data center.

DTS will destroy old media in a way that we lose no data to third parties after the disposal of media.  DTS will document the destruction of all media.

Monthly Downtime Scheduling

DTS will coordinate the monthly mainframe downtime.

System stability

DTS will monitor the mainframe to anticipate and identify problems with mainframe hardware, software, resources, or configuration.

Server Hardware

DTS will select, install, maintain, and pay for all mainframe hardware.  DTS will develop the architecture for mainframe components and for the connection between the mainframe and other computer systems.

Server Software

DTS will install, configure, patch, and pay for all software that has statewide use.  Agencies will pay for software that serves only one agency.

Storage Systems

DTS will manage disk and tape storage at both Salt Lake and Richfield.  DTS will manage data replication for system critical storage, and it will respond to agency requests for replication of agency critical storage.

Data Center Maintenance

Salt Lake City and Richfield have tier 3 data centers.  (All equipment has two sources of power and multiple means of communication.)  DTS will operate and set policy for both data centers.  From a facilities standpoint, this includes power, climate control, and failover systems.  From a security standpoint, this includes physical security systems, information systems, and monitoring systems.  From a network standpoint, this includes maintaining, monitoring, and filtering communications.

Agency Responsibilities

Change management

Each agency will follow DTS change processes when implementing changes to enterprise systems (any system that is used by more than one agency)  They will also provide informational changes for applications that will show as downtime in infrastructure monitoring or that risk service disruption that could be escalated to DTS management.

Facility security

No significant responsibilities for the agencies

Application and Data Security

Each agency will decide what data has to be backed up and how often.  They will decide how long it must be retained.

Monthly Downtime Scheduling

Each agency will communicate their Sunday processing requirements during weekly change meetings.

System stability

No agency is responsible for the stability of the mainframe.  They can hold programmers accountable for the stability of agency applications.

Agencies do play a role in the configuration of the mainframe.  They will pay additional costs when DTS maintains inefficient configurations or underutilized features for the benefit of an agency.

Server Hardware

No significant responsibilities for the agencies

Server Software

No significant responsibilities for the agencies

Storage Systems

No significant responsibilities for the agencies, as long as they have set data and application policies.

Data Center Maintenance

No significant responsibilities for the agencies

Post Updated: July 1, 2019
Posted On: January 20, 2016

Shared Application Hosting – Open Source

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Shared Application Hosting provides resources in an Enterprise shared hosting environment for Java or PHP applications. The customer is assigned a unique instance on the server and shares server resources with other users. The operating system and server resources are licensed and maintained by the Division of Enterprise Technology (DET) on behalf of the customer. Each customer instance may have variations of DET supported software configured to meet the specific demands of the application to be hosted.

There are two distinct server environments built on the Linux operating system:

  1. Supporting Java applications using the Apache Web server and the Tomcat application server and
  2. Supporting PHP based applications (PHP is an HTML scripting language).

Each environment contains a unique instance of the Apache Web server and the MariaDB database. If the customer uses a database other than MariaDB, a connection can be made to an external database.

For each production instance a corresponding Acceptance Testing (AT) instance must exist. Multiple applications may be run from the same instance only if the following conditions exist:

  1. The resources allocated to each instance are not exceeded
  2. All applications are billed to the same ELCID
  3. None of the applications require SSL services (applications requiring SSL must reside in their own instance)

When any instance exceeds 90% of the allowed resources for a sustained two hour duration an alert will be generated for our Administrators. In such instances the customer will be notified and will either be required to reduce their resource usage, split applications into more than one instance, or pay the cost of another instance to double the allotted resources. This will help ensure reliability and stability for the applications.

The hours of support required for Shared Application Hosting – Open Source are listed below.

Hours of Support

Application

Support Hours

Days of Week

Shared Application Hosting – Open Source

24×7, excluding scheduled maintenance

Sunday-Saturday

Product Features and Descriptions

Disk Space

10 GB of disk space is included. Before the disk quota is reached, the customer will receive an email warning that disk space must be freed up or order additional disk space within 7 days. If space is not freed up and the limit is reached the application will fail.

Memory Resources

2GB of memory is allocated to each instance. Several small applications can run in each instance based on the conditions mentioned above.

Authentication and Authorization

Optional authentication and authorization support is available through Enterprise Authentication environment. The application owner is responsible for granting and maintaining access to authorized users.

Secure Site Access

Samba is used to access your home and log directories for Apache and Tomcat on development or test instances only No access is provided for production instances.

Log Viewer

Log Viewer You can view logs using Logpanel by accessing the site: http://domain.utah.gov/logpanel. You may also access logs from Graylog.

24/7 Environment Support

Systems are monitored for power, network connectivity, environmental consistency, and supported by DTS personnel 24×7. Problems can be reported by contacting the DET Service Desk. Application support is the responsibility of the customer.

MariaDB Administration

Your MariaDB instance will have an admin instance called “DBA”. Your access information will be sent to you via email.

Firewall

A hardware firewall is installed between the State intranet and the Internet.

DNS Services

DNS services are free and are provided by DTS at http://registrar.utah.gov.

Backup

Backup Incremental backups are run each night for the entire server..

Environment Patching

LAMP (Linux OS, Apache, MariaDB and PHP) environment will be maintained and patched by DET System Administrators.

Linux Printing

Printing is supported using CUPSLPD (Common UNIX Printing System – Linux Printer Daemon). This allows printing to any remote printer supported by Unix printing service. Submit requests via the DTS Service Desk.

Configuration Changes

Configuration changes or modifications to standard deployments (Tomcat, PHP, Apache, etc.) must be requested using the deployment request.

Assistance and Troubleshooting

Assistance for non-standard deployments and application troubleshooting is available at the prevailing rate for DTS Consulting. Database consulting is available at the Database Hosting Consulting rate. Customer will need to provide an ELCID prior to engaging assistance.

Application Updates (Deployments)

Customers must follow the standard deployment request process for deployment of application updates, whether introducing a new version or fixing a bug. Nine (9) application deployments are allowed within each calendar month. Should more be required, customer will pay for system administrator time (see DTS Consulting Charge below) to make the deployments.

  • Link to Application Deployment form
  • Link to Java Deployment packaging information

Features Not Included

Secure Access

SFTP, FTP and Shell access are not supported (see Secure Site Access).

Microsoft Extensions

FrontPage Extensions are not supported.

Application Support

Application troubleshooting is the responsibility of the customer.

Ordering and Provisioning

An order form is available at: http://dts.utah.gov/getaproductservice/applicationhostingondtsprovided-equipment.php. If you need further assistance, please contact the DTS Service Desk.

To stop service (Decommission) once the service is operational, return to the above order form used to begin the service. In the Action drop down box select “End Service”. Enter the name of the application, the URL and/or the IP address so there is no question which service will be discontinued. Enter the ELCID currently being billed. After a 15 day waiting period when the service has been disabled, the service will be stopped along with the billing. The waiting period is to ensure no users are dependent upon the service.

Order Product/Service

DTS/DET Responsibilities

  • Provide the secure physical facility and all environmental controls for the server and disk array.
  • Monitor and maintain the integrity of the network.
  • Install and maintain the server hardware.
  • Install and maintain the Linux operating system.
  • Install and maintain the Apache web server.
  • Install and maintain the Tomcat application server.
  • Install and maintain MariaDB software (this does not include database administration).
  • Provide the tools to be used by each customer to develop their own instance of MariaDB.
  • Provide and install base server software and hardware as necessary.
  • Coordinate scheduled downtime with customers through the DET Change Management process.
  • Backup the system and source code/applications nightly. The customer is responsible for backup costs for
  • data exceeding 10GB.
  • Provide OpenAM WebAgent.

DTS/Agency Responsibilities

  • Develop and maintain the customer’s database schema and the integrity of the data for each instance of MariaDB.
  • Develop and maintain all application software running in customer’s server instance. Customer must develop and test software in a development and acceptance testing environment before deploying to production.
  • Development can be done on the customer’s hardware.
  • Do not use the production server for development or testing.
  • Provide customer support services to the end users of the application.
  • Perform all preproduction requirements required by application including startup scripts, development, and acceptance testing prior to production deployment.
  • Troubleshoot all problems originating with the application and/or database connectivity. DET system administrators are available for assistance, but the time they spend will be billed to the agency.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

Shared Application Hosting – Open Source

99%

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

Post Updated: August 26, 2019
Posted On: January 20, 2016