Service Level Agreement

Transcription

1 Service Level Agreement Addendum Dedicated Server Managed Server Service Versie 1.0 6/08/2012 Telenet N.V.-S.A., Liersesteenweg 4, 2800 Mechelen, Belgium l BTW-TVA BE RPR-RPM Mechelen l IBAN BE l BIC KREDBEBB Telenet Solutions Division l T: l F: l

2 Table of contents 1 Scope 3 2 Telenet Customer/Partner RACI matrix 4 3 Incident Management 5 4 Daily backup check 5 5 Monthly server checkup 5 6 Patches and Upgrades Installation of OS service packs, security patches and upgrades For Windows Servers For Linux Servers 6 7 Monitoring Advanced monitoring Application monitoring 7 Service Level Agreement Addendum Dedicated Server-Managed Server Service - 2/7

3 1 Scope This document is an addendum to the Telenet service agreement and applies to Telenet hosting of dedicated servers with a managed server option. For servers without a managed server option only the standard SLA is applicable. If the Service is added to an existing server, Telenet will check if the server and the installed software are still in a healthy condition before we start the Managed Server Service. An extra fee can be asked to perform this check. Service Level Agreement Addendum Dedicated Server-Managed Server Service - 3/7

4 2 Telenet Customer/Partner RACI matrix The following matrix outlines the prime responsibilities related to the Technical Support Service for Telenet, the Customer, or both. When joint responsibility is assigned, Telenet responsibilities will be limited to only those devices for which Supplier Services have been contracted. All other activities and tasks for jointly assigned responsibilities apply to the Customer. Remark: It is important to note that in case of a Linux managed server Customer only has ftp access to the machine. No root access is granted. Only products supplied by Telenet are installed and supported within the managed server agreement. Tasks Incident management Telenet Windows Customer Linux* Logging a ticket R A C I A C I Solution (either by first or second line) R A C I C I Daily backup check R A C I C I Monthly server checkup R A I I Patches and upgrades R A C A I Advanced Monitoring Setup monitoring R A C A C Setup alerting R A R A Monitoring R A I I Resolution R A C I C I Ensure resolution documentation is up-to-date C I R A R A R: Responsible (Executing the necessary actions) A: Accountable (Owner of the actions) C: Consulted (Needs to provide input) I: Informed (Receives a notification of what has been done) Service Level Agreement Addendum Dedicated Server-Managed Server Service - 4/7

5 3 Incident Management Telenet is responsible for issue resolution however it is possible that the Customer is contacted for input. An overview of all Trouble Tickets can be found in the MyAccount site. 4 Daily backup check Telenet will check on a daily basis (only working days) if the backup was finished successfully. If not, Telenet will check why the backup was unsuccessful. If necessary Telenet will restart the backup or Telenet will contact the Customer to suggest a solution for the backup. In case the Customer is contacted to resolve the backup issue the Customer becomes accountable for the resolution of the issue. 5 Monthly server checkup Even if the server and application(s) are running smoothly, Telenet will access the server once a month to execute performance checks. This monthly access is performed on the same day and time of the patches and upgrades installation. Telenet will check storage, memory and cpu utilization. If necessary, Telenet will contact the Customer to advise on upgrades or other solutions to improve the performance of the system. 6 Patches and Upgrades 6.1 Installation of OS service packs, security patches and upgrades To keep the server running in an efficient and secure manner, it is necessary to install service packs, security patches and upgrades of the operating system (OS). 6.2 For Windows Servers Telenet performs a scheduled update on a frequency to be agreed with the Customer. The installation procedure goes as follows: Telenet will send the Customer a week in advance the list of patches to be installed via mail. The Customer will need to approve the list of patches. If no approval is given, the patches will not be installed. During the maintenance window indicated together with the list of approved patches the installation will be done. Service Level Agreement Addendum Dedicated Server-Managed Server Service - 5/7

6 In case of a very serious threat to the server(s) or the Telenet Network, Telenet may opt to install the security fixes earlier. Telenet takes no responsibility for security issues caused due to the fact that patches were not approved. The updates will be installed on the Customer s responsibility. 6.3 For Linux Servers Telenet will install available updates from the standard OS repository. An is sent 1 week in advance to notify the Customer. In case of a very serious threat to the server(s) or the Telenet Network, Telenet may opt to install the security fixes earlier. The updates will be installed on the Customer s responsibility. 7 Monitoring 7.1 Advanced monitoring The advanced monitoring is set up based on input from the Customer. By default Telenet has a number of parameters monitored yet based on the input from the Customer Telenet can monitor more parameters. It is mandatory that Telenet receives together with the parameters to be monitored also the instructions on how to handle alerts. Without correct Customer input advanced monitoring will not be activated. Advanced monitoring contains the monitoring and alerting of the following services: DELL: Information about the system Windows: Operating system alerts (disk space, memory, bandwidth, ) Linux: Operating system alerts (disk space, memory, bandwidth ) Ping: Is the system responding to a ping from inside our network HTTP: answer on port 80 POP3: answer on port 110 SMTP: answer on port 25 FTP: answer on port 21 WWW: response time of a given url and match a result and if applicable certification check IMAP: answer on port 143 DNS: checks DNS performance on the A-record HTTPS: answer on port 443 IIS: is the ISS server running Service Level Agreement Addendum Dedicated Server-Managed Server Service - 6/7

7 APPLPOOL: performance of application pool MSSQL: performance of MSSQL server PROCESS: monitoring of a single process MAILCYCLE: Check send and receive time of a test mail APACHE: performance of the apache server MySQL: performance of the MySQL server 7.2 Application monitoring The Customer can create one webpage (PHP, ASP ) which will be called on a frequency to be agreed with the Customer. This page can contain any check which should be performed on the server: Try a query on a database Check for availability of a certain file Parsing of a log file Etc. The Customer is responsible for creating this page (which includes scripting of necessary checks). The page should execute fully within 30 seconds and should return STATUS OK or ERROR. If the page does not return STATUS OK, a monitoring notification is generated (identical to notifications for standard monitoring). Service Level Agreement Addendum Dedicated Server-Managed Server Service - 7/7