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:
- Supporting Java applications using the Apache Web server and the Tomcat application server and
- 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:
- The resources allocated to each instance are not exceeded
- All applications are billed to the same ELCID
- 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: https://dts.utah.gov/product/shared-application-hosting-open-source. 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
- Subdomain Name Request
- DNS Entry Request
- Enterprise Authentication/Open AM Protection
- SSL Certification
- Hosting Firewall Request
- Application Deployment Request
- Mobile App Deployment Request
- ESB New Instance Request
- New LAMP Slice Request (Java, PHP, Static)
- Remove LAMP Slice
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
|
|
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
|
|
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
|
|
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 |
