Managed Services Catalogue (HE)
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- Lillian Eaton
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1 Maaged Services Catalogue (HE) New legislatio ad ew statutory requiremets come i regularly so it is essetial for us to have a flexible system which ca cope with the chages required ad the frequecy of the chages we could t I this documet Tribal have take the opportuity to provide details of what is icluded i the Service Catalogue. Tribal ackowledges that additioal iformatio could be icluded such as deliverables, prices, orderig ad request processes, although this is depedet o how the catalogue is to be utilized o a istitutio by istitutio basis. The Service Catalogue provides the ability to cotai iformatio i a cetral repository accessible by both Tribal Techical Services ad customers alike. The iformatio cotaied withi the Service Catalogue relates to Techical Services provided by Tribal to the Busiess, but is by o meas a exhaustive list. The Service Catalogue is geeric ad ca be applied across a umber of platforms, eviromets or geographical locatios of a istitutio.
2 OS Eviromet Reportig Widows/RedHat Liux/Solaris (SPARC) Disk usage OS log file errors Istalled patches/updates (A2) Maximum memory usage Accordig to the schedule i Sectio 2. Maiteace Widows/RedHat Liux/Solaris (SPARC) Widows security & recommeded Updates RedHat Liux security & bug fix Errata Advisories Solaris Patches Accordig to the schedule i Sectio 2 (ay available at that time are applied). Widows/RedHat Liux/Solaris (SPARC) Widows Service Packs RedHat Liux Update (mior versio upgrade) Solaris Update Patch Budles Accordig to the schedule i Sectio 2 (ay available at that time are applied). Admiistratio Widows/RedHat Liux/Solaris (SPARC) Performace moitorig Housekeepig of files supplied by Tribal Local user accout maagemet Cro/Scheduled Tasks OS log file rotatios All of the above, as required, at the quatity defied i Sectio 2
3 DB Eviromet Reportig Oracle Database/Microsoft SQL Server Overall DB size Datafiles disk utilisatio Top 10 largest tables by disk usage Istalled patches/updates (B2) Maximum memory usage Accordig to the schedule i Sectio 2 Maiteace Oracle Database/Microsoft SQL Server SQL Server - Security Updates & Cumulative Updates Oracle Critical Patches Updates (CPU) Accordig to the schedule i Sectio 2 (ay available at that time are applied). Oracle Database/Microsoft SQL Server SQL Server Service Packs Oracle Patch Set Updates (PSU) Accordig to the schedule i Sectio 2 (ay available at that time are applied). Admiistratio Oracle Database/Microsoft SQL Server Performace/resources moitorig Database backup admiistratio accordig to customer requiremets. Excludes DR. SQL Server itegrity checks ad idex & statistics maiteace Oracle or customer suggested idex rebuilds ad statistics gatherig Live to Test database refresh trasfers User accout admiistratio All of the above, as required, at the quatity defied i Sectio 2
4 SITS Web Eviromet Reportig IIS/Apache/Apache Tomcat Web Traffic statistics Accordig to the schedule i Sectio 2 Maiteace IIS/Apache/Apache Tomcat Java RE updates IIS (Widows) security updates Apache updates Tomcat updates Accordig to the schedule i Sectio 2 (ay available at that time are applied). IIS/Apache/Apache Tomcat Java RE Tomcat Apache Major versio upgrades to meet SITS Software Update/ upgrade & product support call requiremets. Re-cofiguratio IIS/Apache/Apache Tomcat Ay chages to meet OS requiremets Ay chages to meet SITS Software Update/upgrade & support call requiremets Istallatio of ew/reewal SSL certificates, supplied by the customer. Ivestigate/advise o disk space issues All of the above, as required, at the quatity defied i Sectio 2
5 SITS Applicatio Eviromet Uiface Re-cofiguratio SITS:Visio/e:Visio Ay Uiface cofiguratio file (i.e. assigmet file) chages to meet the requiremets of: OS DB SITS upgrades/software Updates Product support calls All of the above, as required, at the quatity defied i Sectio 2 Maiteace SITS:Visio/e:Visio SQL Server - Security Updates & Cumulative Updates Oracle Critical Patches Updates (CPU) Accordig to the schedule i Sectio 2 (ay available at that time are applied). Uiface updates SITS:Visio/e:Visio Ay updates to meet Software Update requiremets, as required, at the quatity defied i Sectio 2. Remote hads admiistratio SITS:Visio/e:Visio All Urouter restarts URMON admiistratio G atherig of log files ad applicatio trasactio details (WTL & PAL records) for product support calls. (Ivestigatio of the above covered uder the stadard product support agreemet) Loggig of a techical support call for urget calls take by telephoe Istallatio of 3rd party compoets for applicatio fuctioality Ivestigate / advise o disk space issues of the above, as required, at the quatity defied i Sectio 2
6 GradItel Applicatio Eviromet Reportig PHP/IIS/Apache/e-Trascript Server Web Traffic statistics Accordig to the schedule i Sectio 2 Maiteace PHP/IIS/Apache/e-Trascript Server Software Updates, as requested by the customer IIS (Widows) security updates Apache updates PHP updates Accordig to the schedule i Sectio 2 (ay available at that time are applied). PHP/IIS/Apache/e-Trascript Server PHP Apache SQL Server/Oracle Cliet Major versio upgrades to meet SITS Software Update/upgrade & product support call requiremets. Re-cofiguratio PHP/IIS/Apache/e-Trascript Server Apache IIS E-TServer cofiguratio chages (olivedo.iiedits) To meet SITS Software Update/upgrade & product support call requiremets. Remote hads admiistratio PHP/IIS/Apache/e-Trascript Server I stallig ad replacig database views, as supplied by the customer or Tribal product teams Gatherig of logfiles for support calls L oggig of a techical support call for urget calls take by telephoe Ivestigate/advise o disk space issues To meet SITS Software Update/upgrade & product support call requiremets.
7 ESD Applicatio Eviromet Reportig IIS/.NET Web Traffic statistics Disk usage Accordig to the schedule i Sectio 2 Maiteace IIS/.NET IIS (Widows)/.NET security updates Software Updates, as requested by the customer Accordig to the schedule i Sectio 2 (ay available at that time are applied). IIS/.NET.NET SQL Server/Oracle Cliet Major versio upgrades to meet ESD Software Update/upgrade & product support call requiremets. Re-cofiguratio IIS/.NET Web.cofig chages IIS chages Database cliet chages To meet ESD Software Update/upgrade & product support call requiremets. support call requiremets. Remote hads admiistratio IIS/.NET Gatherig of logfiles for support calls IIS restarts Loggig of a techical support call for urget calls take by telephoe Ivestigate/advise o disk space issues To meet SITS Software Update/upgrade & product
8 Uity Applicatio/DB Eviromet Reportig SQL Server Overall DB size Datafiles disk utilisatio Top 10 largest tables by disk usage Istalled patches/updates (B2) Accordig to the schedule i Sectio 2 Maiteace SQL Server SQL Server - Security Updates & Cumulative Updates Accordig to the schedule i Sectio 2 (ay available at that time are applied). SQL Server Uity Applicatio SQL Server Service Packs Accordig to the schedule i Sectio 2 (ay available at that time are applied). Admiistratio SQL Server Performace/resources moitorig Database backup admiistratio accordig to customer requiremets SQL Server itegrity checks ad idex & statistics maiteace Live to Test database refresh trasfers All of the above, as required, at the quatity defied i Sectio 2 Re-cofiguratio SQL Server y chages to meet OS requiremets A Ay chages to meet Uity or SITS Software Update/ upgrade & support call requiremets Istallatio of ew/reewal SSL certificates, supplied by the customer. Ivestigate/advise o disk space issues All of the above, as required, at the quatity defied i Sectio 2
9 Implemetatio Services Service Level Review Migratios/Techical Audit/Service Level Review Face-to-face meetig betwee the customer ad the Service Delivery Maager to discuss service delivered ad future requiremets Techical Audit Migratios/Techical Audit/Service Level Review Cosultat o or offsite to review curret Techical architecture ad make recommedatios ad capacity plaig arragemets OS/applicatio migratios Migratios/Techical Audit/Service Level Review Cosultat o or offsite to migrate ay or all of the above covered applicatio stacks to ew hardware/os eviromets i accordace with Techical Audit recommedatios. A migratio also ivokes a review of the Maaged Service cotract package quatity ad frequecy colums (Sectio 2) Performace Troubleshootig Migratios/Techical Audit/Service Level Review Cosultat o or offsite to troubleshoot geeral performace issues ad make recommedatios Applicatio Migratios/Techical Audit/Service Level Review Cosultat o or offsite to perform upgrades for items D to G Applicatio Istallatios Migratios/Techical Audit/Service Level Review Cosultat o or offsite to perform istalls for items D to G
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