IT Shared Services Catalog | 19 In the event that a physical server fails, also commonly referred to as an ESXi host hardware failure, the automated high availability feature is invoked. All VMs affected by the ESXi hardware failure are migrated to an alternate ESXi host and restarted on the alternate host within the virtualization cluster. All workloads are supported with minimal impact to performance with unplanned downtime related to the VM migration and the restarting of the VM on an alternate host in the virtualization cluster. The alignment and compliance of application requirements are maintained as when the VM was initially provisioned. Server failover (VMware HA) capabilities do not support application level load balancing at this time. Additional disaster recovery capabilities are under development. Virtual Machine Backup Backup of VM OS, system utilities, applications and VM configurations. Virtual Machine (VM) Admin will ensure the agency has remote access to the virtual server. Agencies will be responsible for purchasing client remote access licenses (e.g., two-factor authentication) for remote access. Admin will coordinate with the agency for any planned Admin changes or outages that will affect the agency’s server environment. Requests for installations, adds, moves or change that exceed 40 hours will require additional funding. Admin will provide an estimate before beginning work. Agencies are expected to maintain their VM-hosted operating systems at vendor supported versions in order to get the most benefit from this service. A list of currently supported server operating systems is available from Admin. If a customer’s business applications require a larger server environment or a custom configuration, please contact Admin to investigate an alternative, custom configuration. The standard patching maintenance window is Saturday from 8 a.m.-noon. Patches are applied 10 days after release. Patches are occasionally applied sooner based on the risk of the unpatched vulnerability. VM OS are subject to security scanning services by the Division of Information Security (DIS) before being placed into production. Virtual Machine (VM) – Legacy Isolation This environment may result in reduced application functionality in order to mitigate security risks inherent in the legacy server operating system software environment. This offering will have reduced support (e.g., patching is no longer available). This offering is primarily focused on protecting the broader Admin application and infrastructure environment from security risk introduced by hosting legacy server operating system software. ADDITIONAL SERVICE NOTES
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