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Rate

RDSH Server
The RDSH server rate includes fixed components of Hosting Services’ Processing, System Administration, and Storage rates
$261.00 per RDSH /month

RDS CALs
Customers will be billed for these licenses through the MLA process.
$3.86 per RDS Device CAL/month or
$5.13 per RDS User CAL/month

Horizon Advanced Site License
These licenses set the threshold for maximum number of concurrent sessions available to clients. These licenses will be billed to customers through the MLA process.
$5.25 per Horizon license/month

Development and Consulting Services
Customers needing assistance with implementing custom applications may contract with DTS at the approved rates.
See DTS rates

After Hours Support
Customers needing access support outside of normal hours may request additional support via an SBA
SBA per customer requirements

Order Product/Service

Virtual Applications Hosting

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