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Recovery Service Delivery

Service Level Management

Prior to a disaster, the DTS and the customer will agree to the following service level objectives:

• Service Request - The customer will complete a service request.
• DTS Recovery Project Team - The DTS will name a project team within 1 week after receipt of the customer service request.
• Customer Recovery Project Team - The customer will name a project team within 1 week after completing the customer service request.
• Technical Staff Meetings - The DTS and the customer will arrange for the first technical meeting within 1 week after the customer determines and communicates the customer project team..
• Initial Assessment - The DTS will complete a new subscriber worksheet within 2 weeks after receipt of the customer service request.
• Preliminary Cost Estimate - If the customer provides a DASD estimate with the service request, the DTS will provide an initial cost estimate within 1 week of completing the initial assessment, if the customer provides a DASD estimate with the service request. If the customer cannot provide a DASD estimate with the service request but provides a list of recovery file names, the DTS will provide an initial cost estimate within 2 weeks of completing the initial assessment
• Preliminary "Go" - The customer will provide a "go/no-go" decision to proceed within 2 weeks after receiving the preliminary cost estimate.
• Kick-off Documentation - Within 1 week after receiving the preliminary go decision, the DTS will meet with the customer to work on kick-off documentation (e.g., Project Charter, Project Schedule, Risk Management).
• Hot-Site Technical Requirements - The DTS will provide a list of technical requirements for the hot-site vendor to the customer within 4 weeks after the first technical meeting between the DTS and the customer. The list will include software applications, utilities, hardware and network requirements
• Reports - The DTS will provide recovery reports, including monthly disk usage, monthly processor usage, number of customer tapes, tape shipping report for the semi-annual testing, monthly problem management status.

Following a disaster, normal communications may be unavailable. Hot-site customers will have communication available as arranged during the recovery planning:

• 24x7 contact numbers provided during recovery implementation
• The DTS Recovery Remedy Help Desk System at http:/0r1.dts.ca.gov
• The DTS Recovery Service Desk at (916) 454-8012 or (916) 454-9013

Customer Responsibilities, the DTS provides recovery for applications hosted by the DTS to customers who are subscribers to the Recovery service. The customer is responsible for:

• Applications not hosted by the DTS.
• Plans for recovery of applications not hosted by the DTS.
• Business Resumption Plans.
• Plans to mitigate damage to the customer premise
• Emergency equipment not provided by the hot-site vendor.
• Emergency technical staff not provided by the hot-site vendor.
• Emergency program/business staff to resume business
• Notification to employees, customers and vendors

Capacity Management

The DTS conducts recovery testing on a regular basis. Capacity planning is a key objective for recovery testing. Capacity planning reviews include disk storage; tape storage; backup and restore; and hot-site hardware and software.

Contingency Planning

The DTS conducts recovery testing on a regular basis. Contingency planning is a key objective for recovery testing. Contingency planning reviews include testing recovery plans with customer participation.

Availability Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Financial Management

This section is reserved for a future version (see the DTS Service Catalog Vision).