Docker

The Division 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/DevOps 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 Agency DevOps representative if there are any questions regarding using Docker.

Third party/Docker Hub images are not allowed in this shared environment for consistency, security and standardization.

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	$0.081 per hour** 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/DevOps 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