Statement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access Customer
Proprietary Rights The information in this document is confidential to Arrow Managed Services and is legally privileged. The information and this document are intended solely for the addressee. Use of this document by anyone else for any other purpose is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of this information is prohibited and unlawful. Disclaimer This documentation might include technical inaccuracies or typographical errors and is subject to correction and other revision without notice. Arrow Managed Services GIVES YOU THE CUSTOMER THIS DOCUMENTATION "AS IS." EXPRESS OR IMPLIED WARRANTIES OF ANY KIND ARE NOT PROVIDED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states or jurisdictions do not allow disclaimer of express or implied warranties in certain transactions; therefore, this statement may not apply to you. AMS Confidential Page 2 of 27
TABLE OF CONTENTS 1.0 Introduction... 5 2.0 Engagement overview & scope... 5 3.0 Detailed Scope Windows Servers... 6 3.1 24/7 Monitoring and Alerting...6 3.2 Version updates Deployment...6 3.3 Category Services...7 4.0 Detailed Scope Linux / Unix Servers... 8 4.1 24/7 Monitoring and Alerting...8 4.2 Version updates Deployment...8 4.3 Category Services...9 5.0 Detailed Scope Network Infrastructure... 10 5.1 24/7 Monitoring and Alerting...10 5.2 Update/Upgrade Patch Deployment...11 5.3 Category Services...11 6.0 Engagement overview & scope... 12 7.0 Service delivery Management... 13 7.1 Engagement Process Overview...13 7.2 Service Level Agreement...13 7.3 Service Reviews...14 7.4 Customer Visibility & Auditability...14 7.4.1 Auditability... 14 7.4.2 Infrastructure Visibility portal... 14 7.5 Metrics based reporting and analysis...15 7.5.1 Monthly Reporting... 15 7.6 Extending operation support for new Services/infrastructure...15 7.7 Support Window...15 7.8 Escalation Matrix...16 AMS Confidential Page 3 of 27
8.0 On-boarding requirements... 17 9.0 Out of scope... 18 Fees... 19 Terms and Conditions... 20 Disclaimers... 21 Appendix A - SLA... 22 Appendix B Roles and Responsibilities... 25 Appendix C VPMG Deployment Architecture... 26 Appendix D Equipment List... 27 AMS Confidential Page 4 of 27
1.0 INTRODUCTION This document specifies the scope and schedule of the services delivered to the end customer by Arrow Managed Services detailing AID package (Total Management of Windows, Linux/Unix Servers, and basic network infrastructure switches, routers, Firewall(s) and wireless access points). 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 AID package. 2.0 ENGAGEMENT OVERVIEW & SCOPE This statement of Service (SOS) describes the engagement model and scope of service for Arrow Managed Services to support monitoring and management of Windows, Linux/Unix Servers, and basic network infrastructure (switches, routers, and wireless access points). The overall objective of this engagement is to provide support to customer, using Service Level Agreement (SLA) delivery model under Arrow Managed Services AID package. To help support the key objectives mentioned above, Arrow Managed Services will provide the following: 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 Any documented Standard Operating Procedure (SOP) will be executed by service desk as first level of support Any tickets/issues which need to be resolved with 3rd party vendors (Hardware Vendors / Software vendors) will be handed off by Arrow Managed Services L1 Engineers. AMS Confidential Page 5 of 27
3.0 DETAILED SCOPE WINDOWS SERVERS 3.1 24/7 MONITORING AND ALERTING Tasks include: Arrow Managed Services will monitor the windows Servers 24/7 and alert the customer contact based on the priority of the alert and Server. Arrow Managed Services s Virtual Private Management Gateway (VPMG) appliance monitors the servers utilizing standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. Note: All Monitoring templates applied to the Windows Servers 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 Windows Servers as appropriate. Following Monitors will be enabled on all the windows servers Windows Uptime Windows CPU Windows Disk Windows Memory Windows Services Following Monitoring Tasks will be performed Verifying event logs and execute Standard Operating Procedures (SOPs) ; log ticket and report Verifying services after server reboots Verifying System State Backup Print Queue Monitoring 3.2 VERSION UPDATES DEPLOYMENT OS Version updates are done on Windows servers after the approval from customer. Scope: All the Windows servers in the customer environment which are agreed upon in the engagement. Arrow Managed Services responsibility: Testing the updates in the test environment and preparing the test report Following Change management process for raising the change request for deploying the updates Updating the Windows Servers. Customer responsibility: Deliverables: Approving the change request for deploying the updates Providing downtime for updates Report on Windows servers after deploying the updates AMS Confidential Page 6 of 27
3.3 CATEGORY SERVICES The following are the additional services which are not part of standard activities which will be performed on Windows Servers. Virtualization of Servers. Windows Component Installation & Management (i.e. DHCP, DNS, DFS, Routing & Remote, etc.) New Print Queue configurations Windows OS reinstallation IIS Application Configuration as per the customer requirements Application Installation provided by customer. Application configurations as per the customer requirements Disk quota implementation and Management AMS Confidential Page 7 of 27
4.0 DETAILED SCOPE LINUX / UNIX SERVERS 4.1 24/7 MONITORING AND ALERTING Tasks include: Arrow Managed Services will monitor the Linux / Unix Servers 24/7 and alert the customer contact based on the priority of the alert and Server. Arrow Managed Services s Virtual Private Management Gateway (VPMG) appliance monitors the servers utilizing standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. Note: All Monitoring templates applied to the Linux / Unix Servers 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 Windows Servers as appropriate. Following Monitors will be enabled on all the Linux/UNIX servers LUptime CPU Disk Memory Linux/UNIX Services Following Monitoring and corrective tasks will be performed Verifying event logs and take appropriate SOP action; log ticket and report Verifying services after server reboots Verifying System State Backup Print Queue Monitoring 4.2 VERSION UPDATES DEPLOYMENT OS Version updates are done on Linux / UNIX servers after the approval from customer. Scope: All the Linux / UNIX servers in the customer environment which are agreed upon in the engagement. Arrow Managed Services responsibility: Testing the updates in the test environment and preparing the test report Following Change management process for raising the change request for deploying the updates Updating the Linux / UNIX Servers. Customer responsibility: Deliverables: Approving the change request for deploying the updates Providing downtime for updates AMS Confidential Page 8 of 27
Report on Linux / UNIX servers after deploying the updates 4.3 CATEGORY SERVICES The following are the additional services which are not part of standard activities performed on Linux / UNIX Servers. Virtualization of Servers. Linux / UNIX component installation & management (i.e. DNS, ZFS/AFS, etc.) New Print Queue configurations Linux / UNIX OS reinstallation Apache / Tomcat configuration as per the customer requirements Application Installation provided by customer. Application configurations as per the customer requirements Disk quota implementation and management AMS Confidential Page 9 of 27
5.0 DETAILED SCOPE NETWORK INFRASTRUCTURE 5.1 24/7 MONITORING AND ALERTING Tasks include: Arrow Managed Services will monitor network infrastructure (network switches, routers servers, and wireless access points) 24/7 and alert the customer contact based on the priority of the alert and switch/router. Arrow Managed Services Virtual Private Management Gateway (VPMG) appliance monitors switches/routers utilizing standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. Note: All Monitoring templates applied to network switches /routers / wireless access points 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 switches/routers as appropriate. Following monitoring and services will be enabled on all: Switches Availability monitoring (Ping) Switch resources (CPU, memory, fans, power supply, temperature, voltages) SNMP based asset inventory Bandwidth performance Routers Ping monitor (device availability) Switch resources (CPU, memory, fans, power supply, temperature, voltages) Firewalls CPU Utilization Memory Utilization Ping Monitor Uptime VPN status Interface utilization Wireless Access Points: Uptime Interface status Wireless interface status Following corrective tasks will be performed Verifying event logs and take appropriate SOP action; log ticket and report AMS Confidential Page 10 of 27
Verifying services / performance after server reboots Verifying configuration file backup 5.2 UPDATE/UPGRADE PATCH DEPLOYMENT Firmware upgrades will be deployed on switches/routers/firewalls/wireless access points after the approval from customer. The following are the steps in the upgrade process. Scope: All switches/routers/wireless access points in the customer environments which are agreed upon in the engagement. Arrow Managed Services responsibility: Testing the upgrades in the test environment and preparing the test report Following Change management process for raising the change request for deploying the upgrades Upgrades on switch/router/wireless access points Generating part report for devices patched. 5.3 CATEGORY SERVICES The following are the additional services which are not part of standard activities performed on switches/routers/wireless access point: Installation & management of applications (i.e. UCS, firewall, IDS, SSL VPN) Removal of application (i.e. UCS, firewall, IDS, SSL VPN) Physical installation / modification new ports/fans/power supplies Configuring of Firewall Configuring NAT / PAT in order to access the network resources from one zone/ DMZ to another zone/dmz Physical installation / modification new ports/fans/power supplies Configuring firewall for allowing/ blocking of IP address/ Ports from one zone/ DMZ to another zone/dmz. Configure modular policy framework. The MPF provides constant and flexible way to configure/ fine-tune the Firewall functionality. Configuring VPN on the firewall using IPSEC like Site-to-Site VPN, RA VPN and using SSL protocol like SSL/WEB VPN. Configuring VPN integrated with AD server, CA server for certificate authority. Configuring Unified Threat Management Configuring IPS Integrating with TACACS / RADIUS Server AMS Confidential Page 11 of 27
6.0 ENGAGEMENT OVERVIEW & SCOPE This statement of service (SOS) describes the engagement model and scope of service for Arrow Managed Services to support Monitoring and SOP remediation of issues for Firewalls. The overall objective of this engagement is to provide support to Customer, using highly efficient and SLA driven delivery model under Arrow Managed Services AppCare package. AppCare Package includes these services for Firewalls. Monitoring, capturing, and triaging of errors and alerts from Firewall(s) devices. Proactive tasks monitoring of memory/cpu utilization, taking configuration backup, log analysis. 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. o Incoming alerts will be initially diagnosed to identify false alerts or alerts where no action is required o Actionable alerts will be ticketed by the service desk /helpdesk o Any documented Standard Operating Procedure (SOP) will be executed by service desk as first level of support o The ticket with no SOPs will be escalated to Arrow Managed Services L2 Windows Team. AMS Confidential Page 12 of 27
7.0 SERVICE DELIVERY MANAGEMENT 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 priority, issue resolution and the communication of updates to Customer s team. This document will be kept current (based on the changes 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. 7.1 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 the Servers 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 SOPs applied. 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 completion of SOPs. Each 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 resolution. If an anomaly is identified, it is escalated to appropriate individuals at customer. Service delivery document details the process flow for this engagement and will be updated to highlight the current support process. The progress of the issue can be tracked live via visibility portal/ dashboard. 7.2 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. 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. AMS Confidential Page 13 of 27
Severity Name Description Response time P0 Emergency Service affecting, service stoppage P1 Major Problem in production environment. No direct, immediate impact to service yet but will affect service if not resolved in time P2 Minor Some users affected no direct and immediate impact to service. Incident needs follow up. Update time Resolution Time Reporting time 15 minutes 2 hours 4 hours 8 hours 30 minutes 8 hours 24 hours 16 hours 1 hour 12 hours 48 hours N/A P3 Normal Incident needs follow up 2 hours 24 hours 5 days N/A SLAs are not applicable when change management is not followed Support benchmark is 100% for given quarter 7.3 SERVICE REVIEWS Periodic reviews will be conducted by Arrow Managed Services with customer management team to assess the performance. A weekly review for status update/performance review will be scheduled with Customer Management. The agenda for the meeting includes: Review of tickets (Open / Closed / Work in Progress etc) and service requests. Progress made on key activities/items Key Issues impacting the engagement Prioritization of activities/service requests Operational metrics review 7.4 CUSTOMER VISIBILITY & AUDITABILITY 7.4.1 AUDITABILITY All remote activities performed by Arrow Managed Services engineers on the customer s network infrastructure are recorded and available for the customer to replay and review via the Arrow Managed Services VPMG. 7.4.2 INFRASTRUCTURE VISIBILITY PORTAL Arrow Managed Services will provide two user logins for our customers to login to the Infrastructure visibility portal. This provides unparallel visibility on the current status of the network devices across different locations and provides useful trending reports for advanced analysis. AMS Confidential Page 14 of 27
7.5 METRICS BASED REPORTING AND ANALYSIS 7.5.1 MONTHLY REPORTING Key Content Status review meeting to review tickets and SLA performance. Meeting Type Phone call 30 minutes 7.6 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 re adiness and intake. Arrow Managed Services will present a program change request on this SOW to customer accommodating the additions in devices/services. 7.7 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. AMS Confidential Page 15 of 27
7.8 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 Statement of Work Compliance Overall delivery quality SLA adherence Availability management Service Delivery Delivery Capacity Management Manager Management Skills Service Delivery review & reporting SOP co-ordination, reviews and approvals SPOC for the customer on Delivery issues Incident handling Senior Engineer Call resolution (servers, network, Server, Mail, servers) Network Support Handling escalated calls Process adherence Call logging Help Desk Communication Call assignment Process Knowledge Process adherence Configuration Management (ITIL) Following is the Arrow Managed Services Contact List dedicated for the Customer Service Delivery Title Name Email Phone Number Technical Support Service Delivery Manager Account Manager AMS Confidential Page 16 of 27
8.0 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. AMS Confidential Page 17 of 27
9.0 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. AMS Confidential Page 18 of 27
FEES AMS Confidential Page 19 of 27
TERMS AND CONDITIONS AMS Confidential Page 20 of 27
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 liability 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 nor does 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 transaction occur. Customer ARROW MANAGED SERVICES INC. Signature Print Title Signature Print Title AMS Confidential Page 21 of 27
Date 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, network device 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 by SOP: Within 4 hours, but the solution may require a temporary workaround until the final solution can be investigated and implemented. In these cases, the ticket will be closed after a workaround is implemented and the service is restored. Procedure: After a critical issue is reported to the incident manager in Arrow Managed Services (ICM) the process is: Report the issue immediately to all key customer personnel (key customer personnel shown in section on Business Contacts) and Arrow Managed Services Engineering will perform up to 4 SOPs to try to resolve the problem. Arrow Managed Services Engineering will communicate regular status updates to the appropriate customer personnel. If unable to address the problems, Arrow Managed Services Engineering will communicate status and update ticket to reflect actions taken. Examples of Critical Issues Date Several users or groups have Hardware, Server, Business application, or Network 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: Critical Device Failures Switching Issues Routing Issues Internet Website down DNS Issues DHCP Issues Connectivity related issues AMS Confidential Page 22 of 27
Priority Level 1(High) P1 Description: Any important functionality of a critical application or network infrastructure device 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, network 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 problem gets resolved OR a workaround been provided. Target for Resolution by SOPs: 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. If a resolution requires 3 rd party vendor engagement, the ticket will be escalated to Customer and Customer will need to provide the back end support required to close the ticket Examples of High Priority Issues Intranet website is down. Mail is down. External user is not able to login or see network Non-mission critical server / Non-core network element is down Application cannot connect per the Application team s request 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, network 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 by SOP: within 48 Hrs Examples of medium priority issues Termination requests AMS Confidential Page 23 of 27
Non business critical application access An outside salesperson has a network issue and/or VPN related issue. 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. Target for Response: Within 2 Hrs Target for Resolution by SOP: 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 AMS Confidential Page 24 of 27
APPENDIX B ROLES AND RESPONSIBILITIES Enable SNMP and setup community string Account Access Details for all the Servers Remote privileges to connect to servers Open required ports on the firewall Install Onsite Manager and VPMG Activity Customer Arrow Managed Services Available servers architecture and how different services are deployed ebinder Signoff SERVICE DELIVERY Monitoring and alerting Servers /Network infrastructure Standard Operating Procedures Server/Network issues Troubleshooting and fix Security related issues Hands & Feet Support Preventive Maintenance tasks Approval for Installation of antivirus updates Reports Activity Customer Arrow Managed Services End users and client contacts should be informed of maintenance schedules Inform NOC of any changes to the servers End users and client contacts should be informed of maintenance schedules Approve changes and Patch install schedules AMS Confidential Page 25 of 27
APPENDIX C VPMG DEPLOYMENT ARCHITECTURE Customized per customer requirements. AMS Confidential Page 26 of 27
APPENDIX D EQUIPMENT LIST Insert Device list at customer s locations AMS Confidential Page 27 of 27