Statement of Service Enterprise Services - MANAGE MS SQL Server Databases

Transcription

1 Statement of Service Enterprise Services - MANAGE MS SQL Server Databases Customer

2 Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The information and this document are intended solely for the addressee. Use of this document by anyone else for any other purpose is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of this information is prohibited and unlawful. Disclaimer This documentation might include technical inaccuracies or typographical errors and is subject to correction and other revision without notice. Arrow Managed Services, Inc. GIVES YOU THE CUSTOMER THIS DOCUMENTATION "AS IS." EXPRESS OR IMPLIED WARRANTIES OF ANY KIND ARE NOT PROVIDED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states or jurisdictions do not allow disclaimer of express or implied warranties in certain transactions; therefore, this statement may not apply to you. Arrow Managed Services Page 2 of 27

3 TABLE OF CONTENTS 1.0 Introduction Engagement overview & scope Detailed Scope /7 Monitoring and Alerting Monitoring and management- deliverables Daily Activities Recurring Proactive Database Monitoring Services Database Maintenance Services Category Services Reporting Monitoring tools Arrow Managed Services Standard Tools Leveraging Customer Tools Standard Monitors Proactive maintenance Patching Installing SP s or CU s Backup of SQL Server databases Log Watch Vendor Coordination for trouble tickets Service delivery Management Engagement Process Overview Service Level Agreement Service Reviews Customer Visibility & Auditability Auditability Infrastructure Visibility portal Executive dashboard Metrics based reporting and analysis...13 Arrow Managed Services Page 3 of 27

4 4.5.1 Monthly Reporting Extending operation support for new Services/infrastructure Support Window Escalation Matrix On-boarding requirements Out of scope Fees Terms and Conditions Disclaimers Appendix A - SLA Appendix B Roles and Responsibilities Appendix C VPMG Deployment Architecture Appendix D Equipment List Arrow Managed Services Page 4 of 27

5 1.0 INTRODUCTION This document specifies the scope & schedule of the services delivered to the end customer by Arrow Managed Services detailing MANAGE Services for MS SQL Server. As a requirement to start services, this document must be signed off by Customer and Arrow Managed Services, as an agreement for the scope and deliverables of the services under the MANAGE Services. 2.0 ENGAGEMENT OVERVIEW & SCOPE Arrow Managed Services, is a leading provider of Remote Infrastructure Management services, and has been engaged by Customer to augment its existing services and provide 24/7 MANAGE Services Support for its MS SQL Server database infrastructure. This statement of Service (SOS) describes the engagement model and scope of Service for Arrow Managed Services to support Monitoring and Managing of MS SQL Server database hosted servers. The overall objective of this engagement is to provide support to Customer, using highly efficient and SLA driven delivery model under Arrow Managed Services MANAGE Services package. MANAGE Services includes these services for devices listed in Appendix D (Equipment List): Monitoring and alerting for Database Sever devices Remote remediation and fix on Database Sever devices Incident reporting & root cause analysis Vendor coordination for Incidents Proactive checks & reporting on Database Servers devices Asset inventory of Database Servers devices Full access to enterprise visibility portals Weekly status reporting Monthly analysis & planning reporting To help support the key objectives mentioned above, Arrow Managed Services will provide the following shared services delivery model: All alerts will go to Arrow Managed Services Service Desk which will be monitoring, alerting, ticketing and escalating the tickets. o Incoming alerts will be initially diagnosed to identify false alerts or alerts where no action is required o Actionable alerts will be ticketed by the service desk /helpdesk o Any documented Standard Operating Procedure (SOP) will be executed by service desk as first level of support o The ticket with no SOPs will be escalated to Arrow Managed Services L2 Database Team Arrow Managed Services Page 5 of 27

6 o Any tickets/issues which need to be resolved with a 3 rd party vendors (such as Database Vendors) will be handled by L2 Engineers (it includes 3 rd party coordination and escalation up to issue resolution) 3.0 DETAILED SCOPE /7 MONITORING AND ALERTING Tasks include: Arrow Managed Services will monitor the MS SQL Server database hosted server(s) 24/7 and alert the customer contact based on the priority of the alert and device. At the same time, the Arrow Managed Services Database team will troubleshoot and fix the reported issue remotely. Note: All Monitoring templates applied to the MS SQL Server database server(s) are customized by Arrow Managed Services and any monitors found outside the existing templates will be researched by Arrow Managed Services and applied to all the clients database server(s) as appropriate. 3.2 MONITORING AND MANAGEMENT- DELIVERABLES DAILY ACTIVITIES RECURRING 24X7 monitoring of MS SQL Server databases Check the following MS SQL Server services are online as per requirement of the server: o SQL Server o SQL Agent service o SQL integrations services o SQL Reporting services o SQL Analysis services o SQL FULL text services Check all production server SQL logs and SQL Agent logs (in response to issues) Check event logs of all Production servers. Checks Disk drives on servers for available free space. Checks free space available in MDF and LDF file of production databases. Checks all enabled Jobs execution results and status. Verifies whether all the production databases have up to date backups in their respected locations or not. All the above activities will be performed on a daily basis PROACTIVE DATABASE MONITORING SERVICES Proactive Database Monitoring Services o 24/7 monitoring o System Arrow Managed Services Page 6 of 27

7 o OS o Storage o Activity and system resources o Database logs o Alerts o Traces o Objects o Sizes o Jobs o Packages o Transaction monitoring o End to end Monitoring Basic Metrics reporting (With Arrow Managed Services monitoring) Trending & reporting (monthly) Alert processing and intelligent escalation to customer DBA DATABASE MAINTENANCE SERVICES First level of support (SOP based) Routine SOP based health check Patch management, data management - schema objects, performance optimization Vendor coordination, backup & restore management CATEGORY SERVICES On-demand requests charged on a T&M basis to execute various support activities like database migration & consolidation, design, data modeling etc REPORTING Monthly report with status review meeting All Database services are capped at 5 hours per month. After 5 hours, there is an hourly charge for services. 3.3 MONITORING TOOLS ARROW MANAGED SERVICES STANDARD TOOLS Arrow Managed Services deploys customized tools as part of an appliance which utilizes Standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. Arrow Managed Services Page 7 of 27

8 This appliance also allows Arrow Managed Services staff secures remote access to the customer infrastructure LEVERAGING CUSTOMER TOOLS Arrow Managed Services will leverage existing tools that customer is using wherever it is appropriate, (including NetFlow Analyzer and Nimsoft) 3.4 STANDARD MONITORS Setting up monitors S.no Counter Name 1 Memory: Available Bytes 2 Memory: Pages/sec 3 Memory: Free System Page Table Entries 4 Memory: Pages Input/sec 5 Processor: %Processor Time 6 Physical Disk: Average Disk sec/read 7 Physical Disk: Average Disk sec/write 8 Physical Disk: Average Disk sec/transfer 9 Physical Disk\%Disk Time 10 Physical Disk: Average Disk Bytes/Read 11 Physical Disk: Average Disk Bytes/Transfer 12 Physical Disk: Average Disk Bytes/Write 13 Physical Disk\Current Disk Queue Length 14 Physical Disk\Average Disk Read Queue Length 15 Physical Disk\Average Disk Write Queue Length 16 SQL Server: General Statistics: User connections 17 SQL Server: General Statistics: Logins/sec 18 SQL Server: General Statistics: Logouts/sec 19 SQL Server: Locks: Number of Deadlocks/sec 3.5 PROACTIVE MAINTENANCE PATCHING INSTALLING SP S OR CU S Tasks include Installing SP s or CU s are reviewed and installed based on the release provided by the technology vendor and on-need basis that conforms to the Change Management policy. Arrow Managed Services Page 8 of 27

9 Arrow Managed Services Scope/SLA Arrow Managed Services will create a Change Management ticket for this coordinating with the vendor, provide an execution plan, and execute the plan for the upgrade. Customer Responsibility Customer should approve the change request and also provide the maintenance window. Arrow Managed Services NOC will however, let the customer know the complete downtime required for this task. License/valid support contract to download the new firmware or any charges to upgrade the firmware are the customer s responsibility BACKUP OF SQL SERVER DATABASES Tasks include Arrow Managed Services NOC will configure backup tasks for SQL server databases on daily / weekly based on criticality of the database and according to RTO (Restore Time Objective) and RPO (Restore Point Objective). Backup will be automated if it is supported by the technology vendor, or Arrow Managed Services NOC will take the backup of the server manually LOG WATCH Tasks include Arrow Managed Services Database staff will watch SQL Logs / Event Logs for potential security, hardware and if any database related issues and will escalate to customer as appropriate. Frequency Ongoing weekly review and summary.it is part of alert processing task and it would be reviewed weekly for any escalations to customer. 3.6 VENDOR COORDINATION FOR TROUBLE TICKETS Arrow Managed Services NOC will perform the following vendor coordination activities: Arrow Managed Services will coordinate with database Vendors if in case of any odd behavior / Bugs found in the database application. Arrow Managed Services will create tickets with the vendor on customer account information/credentials and escalate to the customer as required. Arrow Managed Services Page 9 of 27

10 Arrow Managed Services will also work with technology vendors such as Microsoft where there are issues with the hardware, for device fault isolation, OS upgrades, hardware replacement or for special configuration changes and software related issues. There will be a 1 hour time cap with respect to how much time will be spent in such activities as part of the included service and the contract. For vendor coordination tasks beyond 1 hour, customer authorization will be obtained because additional charges may apply. Customer Responsibility: Customer should have valid support contracts with vendors and must authorize Arrow Managed Services to act on its behalf. Arrow Managed Services Page 10 of 27

11 4.0 SERVICE DELIVERY MANAGEMENT Leveraging its well defined process, technology and people, Arrow Managed Services will execute efficient and effective operations of any Database environment. Arrow Managed Services will create two important documents which will define the service delivery details. These documents are being created by Arrow Managed Services and will be provided to Customer for review and approval. 1. Service Delivery Document: This support process document is intended to identify the guidelines for providing support and services and for determining priority, issue resolution and the communication of updates to Customer s team. This document will be kept current (based on the changes in support requirements) and will be an extension to this SOS. 2. Discovery Document & Service Delivery Manual: This is document details the business services and contains important sections which are required for Arrow Managed Services to adequately manage the service. Customer will play a key role in providing the necessary information for Arrow Managed Services to complete the documents. 4.1 ENGAGEMENT PROCESS OVERVIEW Arrow Managed Services will provide efficient support to Customer by leveraging our SLA driven delivery model. The monitoring facility will be installed on all devices under support, in consultation with the customer, and all alerts will be monitored. All alerts which qualify as per defined parameters will be ticketed and remedied. Alternately, any request or incident that is reported by designated customer s personnel will be ticketed and remedied. A unique service ticket number will be assigned when initial contact or alert is noted by Arrow Managed Services support. Requests for services - either via phone call, via the Arrow Managed Services created customer ticketing system or auto generated system events also will be similarly ticketed. This ticket number will be used to track the issue from initial contact to final resolution. Each ticket will be prioritized based on a mutually pre-established set of guidelines and the classification of each device and service (as defined in Service delivery document). Based on the results of the initial investigation, an issue may be brought to resolution. If an anomaly is identified, it is escalated to appropriate individuals within Arrow Managed Services. Service delivery document details the process flow for this engagement and will be updated to highlight the current support process. All enhancement / change requests are also given a ticket number. The progress of the issue can be tracked live via visibility portal/ dashboard. 4.2 SERVICE LEVEL AGREEMENT Arrow Managed Services will perform these activities in SLA based service delivery model. However, because there is no lockdown on the environment, important Arrow Managed Services Page 11 of 27

12 operational requirements such as availability, capacity, and outages will be a joint responsibility of Arrow Managed Services and its customer. Further any device addition/deletion, changes must follow effective change management. Following table describes the various priority levels associated with incidents. The sources of alerts are either from monitoring system or from user requests via ticketing system, phone or s. The RCA for P1 is part of normal ticket updates but in P0 we would provide a separate and detailed report. SLAs are not applicable on unsupported devices SLAs are not applicable when change management is not followed Support benchmark is 100% for given quarter SLA is applicable if effective Change Management is followed both for changes made by Arrow Managed Services and the customer. Resolution time mandates one or more of the following activities are complete: Temporary work around/fix to restore the business service Permanent fix (may be a result of root cause analysis of an issue) Issue escalated to vendor Action plan is created to address the trouble ticket 4.3 SERVICE REVIEWS Periodic reviews will be conducted by Arrow Managed Services with customer management team to assess the performance. A weekly review for status update/performance review will be scheduled with Customer Management. The agenda for the meeting includes: Review of tickets (Open / Closed / Work in Progress etc) and service requests. Progress made on key activities/items Key Issues impacting the engagement Arrow Managed Services Page 12 of 27

13 Prioritization of activities/service requests Operational metrics review 4.4 CUSTOMER VISIBILITY & AUDITABILITY AUDITABILITY All remote activities performed by Arrow Managed Services engineers on the customer s network infrastructure are recorded and available for the customer to replay and review via the Arrow Managed Services VPMG INFRASTRUCTURE VISIBILITY PORTAL Arrow Managed Services will provide two user logins for our customers to login to the Infrastructure visibility portal. This provides unparallel visibility on the current status of the Database hosted machines across different locations and provides useful trending reports for advanced analysis EXECUTIVE DASHBOARD Data to be made available via executive dashboard to the customer includes all the performance metrics of the database servers and devices under management. The dashboard has ad-hoc report generation capabilities. For example: the service performance report. 4.5 METRICS BASED REPORTING AND ANALYSIS MONTHLY REPORTING Key Content Status review meeting to review tickets and SLA performance. Meeting Type Phone call 1 hr 4.6 EXTENDING OPERATION SUPPORT FOR NEW SERVICES/INFRASTRUCTURE Arrow Managed Services will perform a service/infrastructure intake process to do knowledge transfer and transition/transfer of information to perform steady state operations. service/infrastructure intake process will be performed by L2 team as ondemand activity and would usually need 2-6 weeks of Transition/TOI before supporting Arrow Managed Services Page 13 of 27

14 it with SLAs. Arrow Managed Services will evaluate every business service and update on the plan for operation readiness and intake. Arrow Managed Services will present a program change request on this SOS to customer accommodating the additions in devices/services. 4.7 SUPPORT WINDOW Below are the terminologies used by the NOC for the service time frames:- Definition Days Service Timings Mode of Delivery Business Hours Monday to Friday 8:00 am to 6:00 pm Remote Off Business Hours Monday to Friday 6:00 pm to 8:00 am Remote Weekend Hours Saturday & Sunday Note: All hours mentioned are client local hours. 6:00 pm Friday to 8:00 am Monday Remote 4.8 ESCALATION MATRIX Following is the escalation matrix available for customers to escalate any incidents relating to services. Role Skills Major Activities Account Manager Management Skills Strategic interfacing with customer Statement of Service Compliance Overall delivery quality SLA adherence Transposing best practices across sites Availability management Capacity Management Service Delivery Delivery Management Manager Skills Service Delivery review & reporting Bridging the customer and delivery team SOP co-ordination, reviews and approvals SPOC for the customer on Delivery issues Technical Support Provide level 3 technical support for all Technical Skills Group escalated incidents Senior Engineer Incident handling Database Server, Mail, Call resolution (database servers) Support Handling escalated calls Arrow Managed Services Page 14 of 27

15 Help Desk Communication Process Knowledge Process adherence Call logging Call assignment Process adherence Configuration Management (ITIL) Following is the Arrow Managed Services Contact List dedicated for the Customer Service Delivery Title Name Phone Number Technical Support Service Delivery Manager Account Manager Arrow Managed Services Page 15 of 27

16 5.0 ON-BOARDING REQUIREMENTS Tasks include Arrow Managed Services can assist the customer in the above tasks by conducting a discovery and assessment engagement prior to on-boarding. Arrow Managed Services will integrate into customer current outsourced helpdesk provider for SR fulfillment and tracking This would be on a case by case basis. Arrow Managed Services Page 16 of 27

17 6.0 OUT OF SCOPE Any items not explicitly covered within this document are considered out-of-scope. Upon request, out-of-scope activities will be scoped by Arrow Managed Services and presented to the customer for approval. Arrow Managed Services Page 17 of 27

18 FEES The estimated fee to provide the consulting services described in this statement of service is $0, This fee estimate is based on a projected timetable of X (X) hours of technical consulting services at an hourly rate of $xx0.00, and estimated X (X) hours of project management services at an hourly rate of $xx0.00 for hours worked between 8:00 a.m. and 5:00 p.m., Monday through Friday. For hours worked beyond the prime-time business hours of 8:00 a.m. to 5:00 p.m., Monday through Friday, Customer will invoice at an overtime technical consulting rate of $xx0.00 per hour, and an overtime project management rate of $xx.00 per hour. Fee estimates are intended for budgetary purposes only. Customer will be invoiced for monthly contract service and actual consulting hours worked only. All stated prices are in U.S. dollars and exclusive of any taxes, fees and duties or other amounts, however designated, and including without limitation value added and withholding taxes which are levied or based upon such charges or upon this SOS. Note: In addition to the fees above, travel outside of geographic Area will be billed at the PPS rate. Normal and customary travel expenses will be charged for air travel outside the geographic area. Arrow Managed Services Page 18 of 27

19 TERMS AND CONDITIONS Changes to the Project Scope Arrow Managed Services and customer must mutually agree in writing to any change in the scope of service before beginning additional service. Additional work beyond this scope of service will be billed at the agreed upon rate. Definition of Principal Period of Support and Non-Principal Period of Support Principal period of support (PPS), or prime time, hours are defined as business hours worked between 8:00 a.m. and 5:00 p.m., Monday through Friday, PST, excluding holidays. Non-Principal Period of Support (NPPS), or overtime, hours are defined as business hours worked outside PPS hours and will be invoiced at one and one-half times the PPS rate. Hourly Rates and Limitations PPS hourly rates are $xx0.00 per hour of technical consulting labor, and $xx0.00 per hour of project management consulting labor. NPPS rates are $xx0.00 per technical consulting hour, and $xx.00 per project management consulting labor. Fees estimates for this project include consulting services only. Travel Travel time will be invoiced at the PPS hourly rate. Travel time will only be included for travel outside of the immediate geographic area. Travel time and customary travel expenses will be charged for air travel, which may include, but not be limited to: Airfare Hotel Meals Rental Car Contingencies, Caveats Because some of the services effort will be carried out during PPS hours, end users may experience interruptions of service. XXXXXX Company is not liable for interruptions due to the installation; however, we will try to minimize service interruptions to end users. Client Responsibilities Provide access to Database Hosted machines Provide a Test Server (in case of applying patches / SPs for testing) Provide detailed information of Production Servers and Importance of Databases Arrow Managed Services Page 19 of 27

20 Provide privileged login access to all pertinent network devices Provide resource with knowledge of existing database environment Provide additional information as needed by Arrow Managed Services Confidential Information Customer and Arrow Managed Services mutually agree to limit disclosure of each other s confidential information solely to employees or agents who need to know such information. All such information remains the property of the party disclosing such information. All documents, records, notebooks and other material shall be returned to the owner of the confidential information upon request. Non-Solicitation Neither party shall hire or solicit any employee of the other party until six months have elapsed from the date Arrow Managed Services last performed services under this agreement. Proposal Time Limit The hourly rates, fees, terms and conditions offered in this statement of service are effective for thirty (30) business days from the date of this Statement of Service. Invoicing and Payment Terms Arrow Managed Services will invoice Customer bi-weekly for completed work. Payment terms are net 30 days. Contract Term The term of this contract will be one year, from the date of this Statement of Service Initiating Contract To initiate this contract, Arrow Managed Services requires the following: A signed copy of this statement of service. A purchase order for $0, Arrow Managed Services Page 20 of 27

21 DISCLAIMERS DISCLAIMER OF WARRANTIES, LIMITATION OF LIABILITY AND LIMITATION OF ACTIONS. ARROW MANAGED SERVICES MAKES NO WARRANTIES, EXPRESS OR IMPLIED, FOR ITS SERVICES OR ANY RELATED DELIVERABLES, ALL OF WHICH WILL BE PROVIDED AS-IS, WITH ALL FAULTS. ARROW MANAGED SERVICES SPECIFICALLY DISCLAIMS (A) THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, (B) ANY WARRANTY THAT IT S SERVICES OR ANY RELATED DELIVERABLES WILL BE ERROR-FREE OR WILL OPERATE WITHOUT INTERRUPTION AND (C) ANY WARRANTY THAT ITS SERVICES OR ANY RELATED DELIVERABLES WILL RESULT IN ANY ECONOMIC ADVANTAGE, INCREASE IN PROFITS OR REDUCTION IN COSTS. ARROW MANAGED SERVICES WILL NOT BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF ANY DATA, PROGRAMS, WARRANTIES, ANTICIPATED PROFITS OR OTHER BENEFITS) THAT RESULT FROM USE OF, RELIANCE UPON OR INABILITY TO USE ITS SERVICES OR ANY RELATED DELIVERABLES, REGARDLESS OF (1) WHETHER OR NOT ARROW MANAGED SERVICES HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES AND (2) WHETHER SUCH DAMAGES ARE BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR ANY OTHER THEORY OR FORM OF ACTION. If for any reason, by operation of law or otherwise, any of the foregoing disclaimer of warranties and limitation of liability is ineffective, the parties hereby expressly agree that IN NO EVENT SHALL ARROW MANAGED SERVICES S CUMULATIVE LIABILITY TO CUSTOMER IN RELATION TO THIS AGREEMENT AND THE TRANSACTIONS CONTEMPLATED HEREBY EXCEED A SUM EQUAL TO THE TOTAL COMPENSATION ACTUALLY PAID TO ARROW MANAGED SERVICES UNDER THIS AGREEMENT. Neither party shall have the right to institute any action nor does proceeding arising out of any of the transactions contemplated by this Agreement, regardless of the form of such action or proceeding, later than one year after such transaction occur. Customer Signature ARROW MANAGED SERVICES INC. Signature Print Print Title Title Date Date Arrow Managed Services Page 21 of 27

22 APPENDIX A - SLA Following section describes the various priority levels associated with incidents. The source of alerts is either from Monitoring system or from User requests via our ticketing systems phone or s. Priority 0 (Critical) Description: This is an EMERGENCY situation that significantly restricts the use of an Application or System to perform any critical business function. This could mean that several areas of customer IT infrastructure are impacted. The ticket could originate from multiple sources: customer, end -user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, database hosted machine or an application. Some examples of critical issues are listed in the bullets below. Target for Re sponse: There will be first response within 15 minutes of receiving notification. A status update will be given within 60 minutes of the initial call. Target for Re solution: Within 4 hours, but the solution may require a temporary workaround until the final solution can be investigated and implemented. In these cases, the ticket will be closed after a workaround is implemented and the service is restored. A new ticket will be opened with a lower priority to evaluate alternative solutions. Procedure: After a critical issue is reported to the incident manager in Arrow Managed Services (ICM) the process is: The ICM will report the issue immediately to all key customer personnel (key customer personnel shown in section on Business Contacts). The ICM will communicate regular status updates to the appropriate customer personnel. If it is appropriate, the ICM will call an emergency coordination meeting with all the issue owners to discuss an action plan for resolution including possible recovery efforts. Incident report will be sent to the customer within 8 Hrs of resolution/workaround which details the steps taken to resolve the Incident. A Root Cause Analysis (RCA) report will be provided within 1 week of resolution to the customer. Examples of Critical Issues Several users or groups have Hardware, Server, Business application, or Database related issue which has a direct impact on CUSTOMER revenue. A comprehensive list will be prepared based on feedback from CUSTOMER & mutual agreement will be made on the expectations. Examples of some critical issues: o Any Outages o Database(s) not reachable o Database Blocks o Performance issues (users notify) Arrow Managed Services Page 22 of 27

23 o Connectivity related issues Priority Level 1(High) P1 Description: Any important functionality of a critical application or database server is severely impacted. It is deemed high priority (P1) because of its business or financial impact. The ticket could originate from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, Database device or an application. Substantially degraded performance of any critical system (order/invoice channel) is also categorized as Priority 1. The only difference between a P0 and P1 issue is how widespread the issue is i.e. business impact. A P0 may impact the entire department or company where as P1 impacts one/few users. A P1 may impact the entire order/invoice channel where there is a possibility of reverting to a manual or back-up order process. Target for Response: There will be first response within 30 min of receiving notification or leaving a voic if a representative is not available immediately. Status update for every 8 Hrs will be given until the problem gets resolved OR a workaround been provided. Target for Resolution: Within 24 hours, but the solution may require a temporary workaround instead of the final resolution. In these cases, the ticket will be closed after workaround is implemented. A new ticket will be opened with a lower priority to evaluate all possible solutions. If a resolution requires vendor management, the ticket will be escalated to Customer and Arrow Managed Services will provide the back end support required to close the ticket This is just the SLA measurement part where third party vendors are involved and Arrow Managed Services will have less hold on it. However the team will continue to co-ordinate with vendor for first one hour and from second hour an approval would be obtained from customer as it involves additional charges. Examples of High Priority Issues Database Servers not running Users login Issues Query Execution problems Performance issues (users notify) A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation. Priority Level 2 (Medium) Description: The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe. The ticket could have originated from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, database device or an application. The reported issue may be of critical nature but sometimes the issue can be downgraded to a priority 3 because a viable workaround is discovered as a temporary solution. Target for response: within one hour, every 12 hours status update will be provided Arrow Managed Services Page 23 of 27

24 Target for resolution: within 48 Hrs Examples of medium priority issues If any LOG files consumed more disk space High CPU utilization caused by Database applications For any Automated job failures. A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation Priority Level 3 (Low) Description: The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions. The ticket could have originated from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. This is a minor problem and will not significantly impact operations. This also arises out of any install/move/add/change (IMAC) activities discussed with customer. Target for Response: Within 2 Hrs Target for Resolution: 5 days (or mutually Agreed) Examples of Minor Issues Low impact changes in IT processes that are of a non-critical nature Any server software or hardware issue for which a workaround exists Arrow Managed Services Page 24 of 27

25 APPENDIX B ROLES AND RESPONSIBILITIES Activity Customer Arrow Managed Services Providing the list of Production Databases and server list Admin Privilege account is required to login Remote privileges to the devices Open required ports on the firewall Install Onsite Manager and VPMG Executing the Database Discovery Phase Suggestions / recommendations Authorization for interacting with vendors on behalf of customer ebinder Signoff Note: Partner MSP can approve group policy changes and Arrow Managed Services tools team will carry out changes and reboot desktops as required. SERVICE DELIVERY Activity Customer Arrow Managed Services Monitoring and alerting Database hosted machines Troubleshooting and fix Database related Issues Troubleshooting and fix Security related issues Hands & Feet Support Preventive Maintenance tasks Approval for Installation of any IOS Install missing security and critical patches Reports End users and client contacts should be informed of maintenance schedules Inform NOC of any changes to the network End users and client contacts should be informed of maintenance schedules Co-ordinate desktop access when remote access is required Approve changes and Patch install schedules Inform NOC of any changes to the database Arrow Managed Services Page 25 of 27

26 APPENDIX C VPMG DEPLOYMENT ARCHITECTURE Customized as per customer requirements. Arrow Managed Services Page 26 of 27

27 APPENDIX D EQUIPMENT LIST Insert Device list at customer s locations Arrow Managed Services Page 27 of 27