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Object Storage
FY17 Rate: $0.0198 per GB per month

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Object Storage

Object Storage

The DTS Hosting Object Storage product is a low-performance, unstructured data storage option available for low-access files such as long-term data archives, documents or logs generated and managed by applications, and audio/video/image files.  This storage solution utilizes scale-out commodity hardware rather than a magnetic tape infrastructure to assist with accessibility as well as reduced storage costs.

Object storage is different than a typical file service in that it stores files along with a variety of associated information as objects.  The object metadata allows for improved policy-based data management.  The data is stored across different storage media with the option to store it across different locations.  This allows for the storage to be very scalable, resilient, and highly available, avoiding the need for data backup in many cases.  The objects are also stored in such a way that they are accessible from any node in the object store, making a private cloud storage solution available to DTS customers.  All of these features make object storage a great solution for data archival and management.

Unlike most file storage services, objects are stored and accessed using web protocols.  This simplifies unstructured data storage and access for many different application types, especially web applications.  Due to this difference in access method, mapped drives to end-user desktops will not be available.  Every effort should be made to manage the data using agency or enterprise applications that support object storage access.

Product Features and Descriptions

Data Resiliency

Erasure Coding used rather than RAID for increased storage data protection.

Policy-based Management

Configurable object versioning and data retention policies.

Private Cloud Storage

Scalable storage access with optional geolocation in the Salt Lake and Richfield Data Centers.

Multiple Namespaces per Tenant

Single tenants with multiple namespaces can have billing separated by namespace.

Web Protocol Access

Representational State Transfer (REST) API storage access, including the Amazon S3 (Simple Storage Service) protocol.  

File Share Services

CIFS and NFS options for object file service access are available upon approval under a shared tenant for cold data that is not read/write intensive, does not need to be modified, but may be read occasionally.  

Data Encryption

SSL/TLS encryption for data in transit and 256-bit AES encryption for data at rest.  

Storage Space Management

Object compression and deduplication with configurable tenant, namespace, and user storage quotas.  

Storage Management

Trained, professional storage administrators.

Searchable Data

Object metadata is indexed to allow for easy searches.

Storage Archive Regulatory Compliance

Data checksum and Write Once Read Many (WORM) support.

Data Protection Options

In addition to object versioning, namespaces can be replicated between the Salt Lake and Richfield Data Centers for increased data protection.  

Features Not Included

High Level Storage Performance Tier

This product is not intended for performance solutions.

Mid-level Storage Performance Tier

This product is not intended for performance solutions.

Active Database

This product is not intended for performance solutions.

Application

This product is not intended for performance solutions.

High-accessed File Services

This product is not intended for performance solutions.

Ordering and Provisioning

If you would like assistance, please contact the DTS Service Desk at: https://dts.utah.gov/ or call them at 800-678-3440 and submit a service request.      

DTS/DET Responsibilities

  1. All storage hardware and software are maintained by DTS with full support by the hardware and software vendor.
  2. DTS provides 24×7 monitoring and support of the object storage environment.
  3. Tenants, namespaces, authorization keys, object versioning, and automated retention policies are configured by DTS Hosting staff.

DTS/Agency Responsibilities

  1. REST API client access is configured by agency and DTS application administrators.

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

Application Availability:

Application availability measures DTS’ efforts to ensure agency key business applications meet the percent of availability goals identified in the agency Service Level Agreements (SLA).  DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) which are determinant to supporting the agency business services applications.  These metrics will be reported each month by agency with a cumulative report showing DTS’ efforts over several months and posted to the DTS Metrics web page at https://dts.utah.gov/metrics.   

Resolution Time:

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

Total Time to Resolution Target: Percent of Tickets Meeting Priority Timelines
Low priority – 6 Business hour 90%
Medium priority – 4 Business hours 90%
High priority – 3 Clock hours 90%
Critical priority – 3 Clock hours 90%

Initial Response:

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

Time to Initial Response

Target: Percent 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’ efforts to resolve customer incidents on initial contact with either our help desk or a technical specialist.  These metrics will be reported each month, by agency, with a cumulative report showing DTS’ efforts over several months.  These reports will then be posted on the DTS Metrics web page at https://dts.utah.gov/metrics.  

Metric Description Target
First Contact Resolution 65% of all incidents reported resolved on initial contact

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 on-line 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 customer’s level of satisfaction with DTS support.  These reports will then be posted on the DTS Metrics web page at https://dts.utah.gov/metrics.

Customer Satisfaction Target:

Metric Description Target
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