Data Center Services - Enhanced Service

Service Description
This service features ETS operation, monitoring and maintenance of the co-location data center facilities and environments to ensure the highest level of availability to include HVAC, ventilation, and power with UPS protection, smoke detection, cooling, fire suppression and water leak detection devices.

Customer Benefits
Customers will experience significant cost savings due to being able to house their equipment without having to provide the infrastructure and environmental controls necessary for the equipment to operate optimally. Additionally, it will be housed in a secure environment utilizing limited badge access to the facility and combination locks on some rack spaces as needed. 

Equipment is housed in racks and services are charged based on the space consumed. This service features ETS operation, monitoring and maintenance of State data center facilities and environments to ensure the highest level of availability to include HVAC, ventilation, and power with UPS protection, smoke detection, cooling, fire suppression and water leak detection devices.

Customer Responsibilities
Customers will need to work with the assigned ETS technicians for the specifications needed by Data Center Operations. Customers, in conjunction with their assigned ETS technicians, are responsible for their own equipment and will report to Data Center Operations when they add or remove equipment.  Additionally, they are required to maintain wiring, mounting of devices in racks and current contact lists for all equipment in the data centers. Customers must also set and track their own combinations because Data Center Operations can only access locks by the master key.

If you have an immediate need for this service or for general inquiries regarding this service, please contact the Technology Support Center at 307-777-5000 or using the the web Help Ticket System (HTS). ETS will work with the agency to answer questions, provide quotes on services, and arrange with ETS service provisioning.

Non-business hours emergency response call 777-5000.


ETS Responsibilities

In operating, monitoring and maintaining the data center environments, ETS will ensure the highest level of availability. The data centers will have HVAC, ventilation, and power with UPS protection, smoke detection, cooling, fire suppression and water leak detection devices. They will keep the facility secure through limited badge access and combination locks on racks when necessary.


Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category Evaluation Criteria  Target
Incident Resolution Target Restoration  4 hours

Incident Response and Resolution

ETS staff are available for incident resolution based on the Ticket Priority Levels in HTS. An incident is defined as any interruption in the normal functioning of a service or system. ETS staff responds to the customer (i.e acknowledges and confirms receipt of incident ticket and responds in accordance with the Ticket Escalations time frames). On-call personnel are available for emergency response during non-business hours.


They will also work with the service provider on behalf of the customer to resolve any issues to restore service as quickly as possible.

Maintenance Schedule
It is our intent to provide consistent system availability and communication for our customers. To maintain our systems and services, we must complete the necessary work while also limiting the amount of time the systems or services are unavailable to our customers, we have established three maintenance windows.

Weekday   Start time End time  Type
Sunday  5:00 am  7:00 am  Any Enterprise - non network related
Monday  2:00 am  6:00 am Network only
Thursday  4:00 am  6:00am  Any Enterprise - non network related

Outages will be minimized or canceled whenever possible. An agency may make a special request for a specific day and time when applicable or when maintenance may interfere with an event. ETS may also work with the agency to schedule additional time when maintenance will require longer periods to complete. ETS schedules extended outages twice per year. The extended outage dates are negotiated with the customer at the beginning of the year, and typically run from 6:00 p.m. to midnight. If a shorter outage window is required, the outage will be scheduled between 6:00 p.m. to 9:00 p.m.


Weekly ETS Scheduled Maintenance Summaries are available on the ETS Website or you may have them emailed to you by signing up for Notifications.


Inspections and maintenance on HVAC and UPS systems occur on semi-annual schedule.  Outages are minimized due to redundant systems.


Service Rates

Service      Cost  Unit
Enhanced Service - Server Rack Space  $71.00  Per Unit of Rack Space (U)/Per Month