CWSI Service Definition for Server Monitoring

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1 CWSI Service Definition for Server Monitoring October 2015

2 Contents I. Document Control... 3 a). History... 3 b). Reference Documents... 3 II. Company and Contact information About CWSI Service Overview Key Features Introduction to UPtime Alerting & Escalations Advanced Monitoring Reporting Monitoring Specific MobileIron Check Remediation Steps Onsite Agent Detailed Monitoring Direct Ticketing of Issues Summary of Key Features Available with Each Package On-boarding and Off-boarding Customer Pre-requisites Service Management Service Levels for Incident Management/Fault resolution Operational incidents Helpdesk to Helpdesk Incident Process Flow Standard Package Helpdesk to Helpdesk Incident Process Flow Advanced Package (Direct Ticketing) Escalation Process Information required in incident tickets Ordering and invoicing process Termination terms Pricing Standard Advanced Page 2 of 16

3 I. Document Control a). History Version Issued Description /10/2015 Final draft b). Reference Documents Document Name Version UPtime Datasheet 1.0 II. Company and Contact information All enquiries with regards to this document should be addressed to: Robert Carty CWSI Building 3, Chiswick Business Park 566 Chiswick High Road Phone number: +44 (0) London W45YA Page 3 of 16

4 1. About CWSI CWSI are one of Europe s leading dedicated Mobile IT Integrators with offices in London and Dublin. We have many years of experience in delivering mobile data solutions via all the principal Mobile Operating Systems including ios, Android, Symbian, WebOS, Windows Mobile and Blackberry. We provide SaaS and PaaS solutions, managed services and integration services to many of UK and Ireland's best known Enterprises and Government Institutions using a proven methodology that delivers a best in class solution for all our government and enterprise clients. What differentiates CWSI in the marketplace from its competitors is the technology expertise embedded in the organisation. This expertise enables our project managers and solution architects to leverage vendor technologies, identify technology synergies and deliver a complete end to end EMM (Enterprise Mobility Management) strategy for our clients. CWSI have developed unique solutions that integrate with MobileIron and the app connect community. These solutions are only available from CWSI and are not provided by other vendors in the marketplace. In addition this expertise has helped CWSI to develop a supplier ecosystem (shown in the diagram below) that includes Standard or Advanced level agreements with the world s leading Mobility Software providers. This supplier ecosystem and our close working relationship with many of the UK s PSN Mobile Network suppliers provides us with an unrivalled choice of solutions that best suit our customer s business needs and seamlessly dovetail into their customer s ICT estates. Page 4 of 16

5 Figure 1CWSI supplier ecosystem Figure 2: CWSI Services Page 5 of 16

6 2. Service Overview CWSI UPtime is a SaaS service that provides you with the peace of mind that your MobileIron infrastructure is being monitored 24 hours a day, 7 days a week. If something does go wrong, UPtime alerts you immediately so your IT staff can proactively begin troubleshooting the problem. This saves organisations time and money by ensuring your IT staff know about issues before users report them, and can immediately work to resolve the incident before it affects any critical business processes. 2.1 Key Features 24x7 monitoring of UPtime MobileIron specific checks designed by experts Proactive monitoring such as SSL/domain expiry SMS and based alerting Remediation steps included in alerts Monthly report of UPtime and alerts Advanced: Onsite agent for more detailed monitoring Advanced: Alerts direct to CWSI ticketing system Page 6 of 16

7 3. Introduction to UPtime 3.1 Alerting & Escalations UPtime s alerting features not only notify IT staff when incidents occur, but can text and alerts to any number of contacts to ensure redundancy of cover and escalation where required. This allows organisations to implement emergency plans and ensure systems stay up and running in their environment, providing maximum availability to users. KEEPING YOUR finger ON THE PULSE OF YOUR INFRASTRUCTURE 3.2 Advanced Monitoring In addition to the standard monitoring provided by CWSI UPtime, our Advanced package provides agent-based checks running on MobileIron servers to further enhance the availability of your servers and prevent downtime, thus maximising the avail-ability and performance. Full details are provided on the product specification section below. 3.3 Reporting UPtime will provide you with a monthly report detailing the availability of your monitored server for the period, along with any incidents that may have occurred Monitoring UPtime monitors your infrastructure 24x7 so you do not have to. You will know as soon as any problems arise, allowing you to effectively respond to issues as they arise and minimise downtime Specific MobileIron Check A challenge with any IT infrastructure required 24x7 by users is real-time, end-to-end monitoring and detecting user impacting issues. UPtime has addressed this and our experts have constructed a series of tests and checks to ensure you know when you have a problem. These checks help to make sure your workforce remains as productive and protected as possible. Page 7 of 16

8 3.3.3 Remediation Steps Most UPtime notification s will include details of the likely cause of the issue discovered and possible remediation steps. This will often aid in solving problems more quickly, particularly out-of-hours when detailed investigation may not be possible Onsite Agent Detailed Monitoring An optional onsite UPtime agent is also available. This agent will provide monitoring of metrics which are not available externally, such as CPU utilisation, disk space usage, Apple APNS certificate expiry dates and much more Direct Ticketing of Issues UPtime alerts can optionally create tickets directly in the CWSI ticketing system, allowing a CWSI engineer begin working on the problem as soon as possible. This is preferable where CWSI have remote access to the customers infrastructure and permission to make changes to solve outages when required. There are two packages to align with a customer s requirements to provide the choice and flexibility Standard and Advanced. Page 8 of 16

9 4. Summary of Key Features Available with Each Package Standard Advanced External Checks Core: Basic HTTPS Connect TCP443 Core: Basic HTTPS Connect TCP9997 Core: MIFS Admin Page Displayed Sentry: Basic HTTPS Connect TCP443 Sentry: Correct HTTP503 Response Sentry: Correct Client Cert Request Sentry: ActiveSync Session Success Unrequired Ports Secured (22, 23, 8443) DNS Record Resolution Correct DNS IP Result Domain Expiry SSL Cert Expiry Heartbleed Vulnerability Check POODLE vulnerability Check Other CWSI Developed Checks On-Site Agent Checks Disk Space Usage RAM Usage CPU Usage Apple APNS Cert Expiry MobileIron Software Up-To-Date Internal Service Check: DNS Internal Service Check: NTP Internal Service Check: LDAP External Service Check: Apple APNS External Service Check: MobileIron Support Gateway Page 9 of 16

10 External Service Check: Mapping Critical Services Running Other CWSI Developed Checks Customer Outputs Alerts SMS Alerts Monthly UPtime Report CWSI Monitoring Server Monitoring Screen in CWSI NOC Direct CWSI Ticket Creation from Alerts 5. On-boarding and Off-boarding The UPtime service is a purely external cloud based monitoring tool, on-boarding or off-boarding is thus as simple as supplying us with the FQDN, public IP address and type of MobileIron server that is to be added or removed. 6. Customer Pre-requisites The UPtime service is a purely external cloud based monitoring tool. The requirements to use the service are as follows: UPtime is specifically designed to monitor MobileIron Core, Sentry and AppSentry servers only The UPtime service runs from the Amazon EC2 cloud, your MobileIron servers must therefore be Internet facing or have firewall rules allowing inbound connections from the UPtime public IP address range The public Fully Qualified Domain Name (FQDN), public IP address and MobileIron server type of each system to be monitored must be supplied Page 10 of 16

11 UPtime can deliver and/or SMS alerts, these contact details must also be supplied at setup time If full ActiveSync logon tests are to be completed against Sentry servers, it will be necessary to supply credentials for a test account on your ActiveSync server Page 11 of 16

12 7. Service Management CWSI standard hours of support are 09:00 to 17:30 Monday to Friday. 24/7/365 is available under an extended support agreement. 7.1 Service Levels for Incident Management/Fault resolution Fault Severity P1 P2 P3 P4 Definition A service loss affecting the majority of the base. A major service degradation impacting multiple devices. A degraded service impacting a single device A non-service effecting single device issue or question. 7.2 Operational incidents SLA Severity Target Response Time Update Frequency P1 15 minutes < 1 hour 6 Hours P2 15 minutes < 2 hours 8 hours P3 30 minutes Close of play update 24 hours Service Restoration or Work-around Solution P4 60 minutes On request only Time available basis All tickets are logged in CWSI s ticket management system. The Customer is updated at the follow touchpoints: Customer s helpdesk receives automated with ticket number once logged. Customer is kept up to date throughout lifecycle of ticket. Auto received on closure of ticket. Page 12 of 16

13 7.3 Helpdesk to Helpdesk Incident Process Flow Standard Package 7.4 Helpdesk to Helpdesk Incident Process Flow Advanced Package (Direct Ticketing) Page 13 of 16

14 7.5 Escalation Process In instances where escalation is required around Service Level Targets the escalation process will commence. The Escalation Chain is shown below: Level Customer Escalation Chain CWSI Escalation Chain Status Normal To be populated per customer 1 st Line Support Team Level 2 Escalation Level 3 Escalation Service Support Team Leader Director of Customer Care 7.6 Information required in incident tickets For each ticket logged with the Help desk the following information must be included: Issue description. Number of users affected. If single user the end users name and contact number should be included. When did the issue start? Error code if applicable. What steps have been taken so far to resolve. Failure to provide the above may result in a resolution delay. Where further information is requested from the Help Desk Team you should respond as quickly as possible with this detail. When further information requests are not received back this may result in the ticket going on hold pending further response from the customer. Page 14 of 16

15 8. Ordering and invoicing process Ordering and invoicing process: 9. Termination terms The client can cancel the service with 30 days notice. Page 15 of 16

16 10. Pricing Standard Advanced Please note following terms to the pricing model above: All pricing in GBP Pricing per server per month Pricing based on 12 months contract All prices exclude Page 16 of 16

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