Statement of Service Enterprise Services - WATCH MySQL Database Customer 1
TABLE OF CONTENTS 1.0 Introduction... 5 2.0 Engagement overview & scope... 5 3.0 Detailed Scope... 6 3.1 24/7 Monitoring and Alerting... 6 3.2 Monitoring and management- deliverables... 6 3.2.0 Daily Activities Recurring... 6 3.2.1 Database Maintenance Services:... Error! Bookmark not defined. 3.2.2 Reporting:... Error! Bookmark not defined. 3.3 Monitoring tools... 6 3.3.1 Arrow Managed Services Standard Tools... 6 3.3.2 Leveraging Customer Tools... 6 3.4 Standard Monitors... 6 Setting up monitors... 7 3.5 Remote Incident & Problem Management... Error! Bookmark not defined. 3.5.1 Remote SOP-based remediation... Error! Bookmark not defined. 3.6 Proactive maintenance... Error! Bookmark not defined. 3.6.1 Patching MySQL / Upgrading MySQL Versions... Error! Bookmark not defined. 3.6.2 Log Watch... Error! Bookmark not defined. 4.1 Engagement Process Overview... 8 4.2 Service Level Agreement... 9 4.3 Service Reviews... Error! Bookmark not defined. 4.4 Customer Visibility & Auditability... Error! Bookmark not defined. 4.4.1 Auditability... Error! Bookmark not defined. 4.4.2 Infrastructure Visibility portal... Error! Bookmark not defined. 4.4.3 Executive dashboard... Error! Bookmark not defined. 4.5 Metrics based reporting and analysis... Error! Bookmark not defined. 4.5.1 Monthly Reporting... Error! Bookmark not defined. 4.6 Extending operation support for new Services/infrastructure... 10 2
4.7 Support Window... 10 4.8 Escalation Matrix... 10 6.0 Out of scope... 12 7.0 Fees... 13 8.0 Terms and Conditions... 14 Disclaimers... 15 Appendix A - SLA... 16 Appendix B Roles and Responsibilities... 19 Appendix C VPMG Deployment Architecture... 20 Appendix D Equipment List... 21 Insert Device list at customers locations... 21 3
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1.0 INTRODUCTION This document specifies the scope & schedule of the services delivered to the end customer by Arrow Managed Services detailing WATCH Services package (Total Management on the Database hosted Devices). 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 WATCH Services package. 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 WATCH Services Support for its Database infrastructure. This statement of work (SOW) describes the engagement model and scope of work for Arrow Managed Services to support Monitoring and Managing of Database hosted devices. The overall objective of this engagement is to provide support to Customer, using highly efficient and SLA driven delivery model under Arrow Managed Services WATCH Services package. WATCH Services Package includes these services for devices listed in Appendix D (Equipment List): - Monitoring and alerting for Database Sever devices 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. Incoming alerts will be initially diagnosed to identify false alerts or alerts where no action is required Actionable alerts will be ticketed by the service desk /helpdesk 5
3.0 DETAILED SCOPE 3.1 24/7 MONITORING AND ALERTING Tasks include : Arrow Managed Services will monitor the Database hosted devices 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 database devices 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 devices as appropriate. 3.2 MONITORING AND MANAGEMENT- DELIVERABLES 3.2.0 Daily Activities Recurring 24X7 monitoring of MySQL databases Check MySQL service Check all production server MySQL Server Logs Check for slow query logs Checks Disk drives on servers for available free space. Checks all CRON 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. 3.3 MONITORING TOOLS 3.3.1 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. This appliance also allows Arrow Managed Services staff secures remote access to the customer infrastructure. 3.3.2 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 6
Setting up monitors S.No CounterName 1 MySQL-Activeprocesses 2 MySQL-Innodbhistorylength 3 MySQL-Runningthreads 4 MySQL-Replication-Status 5 CPU-Stats 6 Iorate-SDA 7 Ping 8 Ping-Ext 9 UnixCPU 10 Unixinterface-Eth0 11 Unixinterface-Eth1 12 Unixload 13 Unixmemory 14 Unixstorage 15 Unixuptime 7
4.0 SERVICE DELIVERY MANAGEMENT Leveraging its well defined process, technology and people, Arrow Managed Services will execute efficient and effec tive 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 pri ority, issue resolution and the communication of updates to Customer s team. This document will be kept current (based on the cha nges in support requirements) and will be an extension to this SOW. 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. Ea ch 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 r esolution. 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. 8
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 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 emails. 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 9
4.3 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 on-demand activity and would usually need 2-6 weeks of Transition/TOI before supporting 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 SOW to customer accommodating the additions in devices/services. 4.4 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 6:00 pm Friday to 8:00 am Monday Remote Note: All hours mentioned are client local hours. 4.5 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 Following is the Arrow Managed Services Contact List dedicated for the Customer Service Delivery Account Manager Title Name Email Phone Number 10
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. 11
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. 12
7.0 FEES 13
8.0 TERMS AND CONDITIONS 14
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 liabilit y 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 or 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 trans action occurs. Customer ARROW MANAGED SERVICES Signature Signature Print Print Title Title Date Date 15
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 emails. 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 Response: 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 Resolution: Within 4 hours, but the solution may require a temporary workaround until the final sol ution 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 o o o o Any Outages Database(s) not reachable Database Blocks Performance issues (users notify) Connectivity related issues 16
Priority Level 1(High) P1 Description: Any important func tionality 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 voicemail if a representative is not available immediately. Status update for every 8 Hrs will be given until the pro blem 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 o o o o 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 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 17
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 18
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. 19
APPENDIX C VPMG DEPLOYMENT ARCHITECTURE Customized as per customer requirements. 20
APPENDIX D EQUIPMENT LIST INSERT DEVICE LIST AT CUSTOMERS LOCATIONS 21