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Rate

Backup and Archive Storage
(The amount of storage space used by agency backups and archives.)
FY 19 Rate: $0.1296 GB/Month

Order Product/Service

Enterprise Backups

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