DTS Services
Department of
Technology Services
P.O. Box 1810
Rancho Cordova, CA
95741-1810
(916) 464-7547
Server Based Computing Service Delivery
Service Level Management
- The customer network configuration
- The customer desktop processor speed
- The amount of available RAM on the customer desktop
- The DTS server current workload
- The type of software package executed
As your service provider, we are committed to ensure that your business objectives are achieved. As your business partner, we consider your business goals to be ours as well. We recognize that your customers are also our customers - as your ability to successfully manage their demands depends on our ability to deliver the highest quality performance. One way to demonstrate this commitment is to quantify our performance levels within our Service Level Agreements (SLA). These include:
Service Availability
Service Availability During Primary Hours
Primary hours are from 6:00 am to 6:00 pm
Service Availability During Extended Hours
Extended hours are from 6:00 pm to 6:00 am
Maintenance Hours
Preventative Maintenance hours are Saturdays from 6:00 am to 10:00 am.
Monitoring
The DTS monitors system performance in partnership with the customer. Backup logs are checked daily to ensure system backups have executed properly. The DTS monitors end-to-end system availability. System response time is monitored in partnership with the customer. Several factors that may result in latency are taken into consideration, including:
Repair Response Times
This section is reserved for a future version (see the DTS Service Catalog Vision).
The DTS Responsibilities
Implementation Planning
The DTS will conduct an assessment of the customer infrastructure to identify any issues that require resolution prior to the start of service. This assessment includes desktop (client, operating system and browser versions) and internal network configuration.
Once the assessment is complete, migration planning begins, a project plan is established, and technical resources are allocated. The DTS team partners with the customer to ensure a smooth transition into production.
Desktop Computer Configuration Settings
The DTS provides the necessary configuration settings to ensure customers are able to connect to the SBCS servers.
Virus Protection
The DTS maintains the latest virus software and definitions on the SBCS servers, and proactively coordinates with customers to monitor and resolve enterprise virus events.
Data Backup and Disaster Recovery
Online backups are conducted nightly. The DTS maintains 30 days of system backups.
Customer Responsibilities
Operations and Systems Security
Customers are responsible for the integrity of their internal networks and local data.
User Authentication
Customer designated administrators are responsible for the administration of their group SBCS user IDs and passwords. Additionally, the administrators are responsible for requesting, assigning and distributing security tokens.
Desktop Systems
Customers have full responsibility for all desktop software and hardware installation and configuration. This includes the operating system, the browser version, client access licenses, printers and other peripherals.
The DTS has established minimum standard configurations based on Microsoft supported versions to enable access to the SBCS environment. Access via unsupported systems is not permitted.
SBCS User Administration
Customers are required to designate resources and develop business policies for performing user administration and public folders using the DTS administration tools.
Desktop Antivirus Protection
To compliment the DTS anti-virus measures, customers are strongly encouraged to employ up-to-date anti-virus protection software on each desktop.
The DTS and Customer Shared Responsibilities
Customer Application Support
The DTS and the customer staff will work together to maintain support for customer applications to provide ongoing system performance monitoring; coordinate change management; and coordinate acceptance testing and validation.
Capacity Management
This section is reserved for a future version (see the DTS Service Catalog Vision).
Contingency Planning
This section is reserved for a future version (see the DTS Service Catalog Vision).
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).