This Service is subject to and governed by the Customer’s separate signed Master Services Agreement with Consolidated Technical Services (CTS) - doing business as WaTech. This Agreement is entered into between you (the Customer) and CTS for the provision of CTS’ State Data Center (SDC) Colocation Service offered at both the SDC and the Quincy Data Center (QDC).
A. Service Description
The CTS Colocation Service provides data center facilities to customers who wish to locate IT equipment they own and operate in one or both previously mentioned highly secure, professionally managed data centers. CTS’ Colocation Service provides space, power, cooling, connectivity, as well as physical and network security for servers, data storage, and networking equipment of CTS customers.
For descriptions of additional CTS Colocation services and their service fee structures, please see the Colocation Olympia and Colocation Quincy web pages on the CTS Service Catalogs at watech.wa.gov.
CTS does not manage the following services:
Third party Network Connections: These remain the vendor responsibility.
Customer application programs.
Customer environments i.e. routers, switches, or customer servers, etc., other than fee-for-services such as CTS’ OS Administration.
B. Availability/Accessibility. CTS provides 24x7-service support including state holidays. The services described in this agreement and linked agreements will be available 24x7 with the exception of defined scheduled maintenance windows, which are covered in detail below.
D. CTS Responsibilities. CTS will provide the following as part of this service:
Notice to Customer point of contact (POC) of any emergency maintenance or network changes in either data center, as soon as CTS understands any Customer impacts. First, an initial notice to the Customer POC through the WaTech Support Center. Second, Customer POC and CTS will coordinate and agree on times for emergency maintenance.
CTS Service Desk will route all requests from Customer for Service and Incidents to the proper CTS group.
CTS may review and update these roles and responsibilities with the Customer when the need arises.
E. Customer Responsibilities
Follow documented communications and ticketing processes through Support@WaTech.wa.gov.
Take advantage of redundant power and network equipment provided within the facility. If the customer chooses to forego redundant power and network connections, CTS will not be liable for primary power or network interruptions due to un-utilized redundant services.
Identify for CTS, any Customer staff authorized for remote or on-site access to the facility and collocated systems within each data center.
Define an escalation path outlining whom CTS will contact in the event of problems with systems monitored by CTS staff.
Abide by CTS physical security procedures that control access to both facilities: Data Center Access and Security Procedures.
Manage hardware lifecycle of devices collocated in either data center by following recommended manufacturer maintenance and replacement schedules.
Abstain from removing any facility raised floor tiles, or operating any HVAC or power infrastructure controls.
Keep area neat and orderly at all times.
Submit all requests for service or emergencies to the WaTech Support Center at Support@WaTech.wa.gov.
Immediately report excessive heat, malfunctioning equipment, strange sounds or suspect odors to the CTS or QDC Security Office preferably in person or by phone – whichever is faster: 855.WATECH1 or 360.586.1000
F. Special Terms
When any service supplied under the terms of the agreement is impacted, the Customer will contact the WaTech Support Center to open an incident ticket. The WaTech Support Center is available via the following contacts:
WaTech Support Center: 855.WATECH1 or 360.586.1000
The Customer will also contact the WaTech Support Center for new customer service requests, by the same above email or phone number. In either case, CTS will open incident or request tickets to identify and track. CTS staff will coordinate with the Customer to work on open tickets and bring to resolution. CTS will identify the Customer who requests a ticket as the customer contact assigned to that ticket. The Customer will receive the ticket tracking number via email. The Customer should contact the CTS Service Desk via phone when the incident is urgent.
While the Customer is not required to implement power and network redundancies, and may choose not to implement these redundancies, the Customer accepts full responsibility for any outage of their systems in the event of a data center power or network subsystem failure, whether the result of scheduled or unscheduled maintenance of a data center power or network subsystem component.
2. Redundant Systems
CTS provides for redundancy in many areas of the data center facilities including enclosure power and network subsystems. We strongly recommend that the Customer avail themselves of the redundancies of the enclosure power and network systems. This means connecting Customer IT equipment to each of the two separate power strips within the enclosure, providing dual network interfaces for each device within the enclosure, and connecting them to separate Customer switch gear (if implemented) and for network connections that exit the enclosure and connect to CTS network equipment.
Should maintenance be required, or there be a failure of either power circuit supplying the enclosure or a component of CTS network equipment, implementing redundant connections enables greater resiliency, reducing the risk of a Customer application outage.
CTS will inform the Customer regarding changes to their environment via the Change Calendar, sent to Customers weekly representing a week’s view of changes, as well as a monthly calendar. CTS will also use Technical Bulletins to communicate additional details to Customers as needed: System Notifications and Change Reports.
4. Unscheduled maintenance
CTS will announce unscheduled maintenance tasks on SDC equipment that could or will cause service downtime, as soon as possible on the CTS Services Status page.
5. Change notification
CTS will maintain a mailing list of Customer contacts who will be notified of planned maintenance and unplanned events. Customers must notify CTS of any changes regarding contact information, at Support@WaTech.wa.gov as part of providing an escalation path. The Customer should review contact lists periodically.
Please click and review the following links for specific technical services provided alongside of CTS’ SDC and QDC Colocation Services: