Service Name: Software Support Service

Transcription

1 Service Name: Software Support Service Service explanation In the user s IT system, Oracle database system, WebSphere, WebLogic middleware and other system software have been important supporting platforms for the enterprise s core business system and their health conditions are directly associated with the enterprise s business. Therefore, how to ensure these kinds of system software operate in a healthy and stable operation has been a significant topic facing CIOs. Digital China just offers software support service for them. Service items The following support services are available for operating system, database system, middleware, mail system, backup software and cluster software: Installation and configuration: Digital China s engineers will offer software installation and configuration service based on the user s demand (installation media provided by the user): Show the user appropriate preparation requirements necessary for installation and configuration; Provide the user with the program of installation and configuration; Assess influence and potential risks against the system caused in installation and configuration; Produce standard testing program after completion of installation and configuration; Produce the withdraw program before install and configuration: coordinate with the buyer in conducting thorough testing after completing installation and configuration; 24 hours later upon completion of installation and configuration, carry out a follow-up inspection against the middleware system as installed to confirm 1

2 successful installation and produce an implementation report and an testing report with reference to this service within three working days. Service pack installation and upgrade: Digital China s engineers will install service pack or upgrade software version in the system as per the user s demand and conduct system testing and follow-up after completion of implementation. Service items are described as follows: Submit the user an implementation program of service pack installation or software version upgrade, clarifying implementation procedure, implementation time and possible issues and risks during the implementation; Inform the user of appropriate preparation requirements prior to installation or upgrade to allow the user to make proper preparation ahead of time; Inform the user of necessary coordination to be offered by the user in the course of service pack installation or software version upgrade; Furnish the user with the withdraw program in case of failure prior to installation or upgrade; Carry out post-installation or post-upgrade standard testing after completion of installation or upgrade; Digital China s engineers will produce the implementation report and the testing report with respect to this service within three working days after confirming successful implementation together with the engineers from the user. During installation or upgrade, the user may propose to suspend installation or upgrade and implement the withdraw program based on the business time limit or system operation condition, and Digital China s engineers are obliged to guarantee the system withdraws securely as per the user s requirements. Troubleshooting: As for software system related failures in the system occurring during development and production, which affect normal operation of the system, Digital China s engineers will, upholding the principle of minimizing downtime, adopt such means as field service, mail support and remote access for guidance and solution. Service is described as follows: 2

3 Collect and diagnose error information; Conduct remote diagnosis and remedy on the user s system with work recorded; Furnish the user with a remedy program, which is to be implemented by the user in view of the field. Where necessary and possible, negotiate with the user and decide whether or not to send engineers to the field; Where appropriate, negotiate with the user and decide whether or not to escalate to the higher technology support center. Health screening: According to inspection frequency and inspection items as agreed with the user in advance, regularly check system operation condition and submit appropriate in-patrol report and software system stability assessment report, mainly containing basic information on software system, influence of current configuration on stability, and performance assessment of current system. Develop a health screening plan; Develop a health screening program; Develop a health screening process; Carry out health screening over such system software as database and middleware: Screening of configuration of appropriate software; Screening of configuration of core parameters of the system; Screening of configuration of software-related operating system; Screening of software-related network configuration; Screening of the status of the software buyer; Screening of software security strategy configuration; Screening of software resource consumption; Screening of software log: Digital China s service engineers will carry out inspection over routine operation log of maintenance software system and analyze error information. Based on the inspection results, they will find out 3

4 root causes to error information found in the log files and give further screening guidance; any system-level error or loophole in the log files needs to be highlighted in the screening report; Analyze and assess alarm, error or failure as found; Analyze and assess current status of the system; Complete the Health Screening Report; Communicate with the user with respect to the screening results. Performance optimization: Digital China s engineers will conduct appropriate adjustment and optimization over performance bottleneck of database, middleware and system software to enable the user to maximize the benefit of its IT business system and offer high-effectiveness guarantee for the enterprise s continually developing business. Based on the user s demand and the performance adjustment and optimization program, Digital China s engineers will be present on the spot and carry out analysis and adjustment and optimization over software operation efficiency. Service is described as follows: Analyze utilization of various resources in system, network, application program and database; Establish status quo of system performance and the goals for performance adjustment; Locate performance bottleneck occurring in the system; Conduct adjustment over key indexes, for instance, adjusting access conversation frequency; utilization and allocation in the memory area; adjusting data disk distribution, reducing I/O access time; optimizing SQL access sentence, avoid full-table scanning; index maintenance, increasing access speed; and the following adjustments may be made to middleware: size of thread pool, connection pool; stack size / trash recovery, etc; Test and validate the improvement program specifically designed for performance bottleneck; 4

5 Produce a recommendation report on performance adjustment. Attendance within a special period: Based on requirements of high availability for the business system, the user may ask the service provider to offer field attendance service in order to ensure service request can be promptly responded within a specific period. To the end, Digital China offers such attendance service for the user. It will assign experienced system engineers to offer field attendance against the user s information system within a special period to improve emergency response and handling effect and therefore guarantee normal business operation of the user. Assistance in locating failure When a system failure occurs in the user s business system which involves products of several manufacturers, it is often hard for the user to accurately locate the failure point. As an integration service provider of software and hardware system maintenance, Digital China is capable of offering assistance in failure locating for the user. Through coordination and cooperation with relevant software and hardware manufacturers, it will eliminate system failures jointly to accurate locate the failure. In addition, it will also offer cooperation in jointly settle down the failure to avoid greater loss of the user s business due to responsibility shifting among several parties. 5