Adapt Support Managed Service Programs Introduction The purpose of this document is to present the different managed service offerings from Adapt that clients may choose to purchase to supplement their Preferred Support agreement with Adapt. Clients choosing to purchase managed service agreements must have already chosen Preferred Support with Adapt as these offerings build upon the foundation of what the Preferred Support agreement provides. The Preferred Support agreement is designed for customers that would need to draw upon Adapt s support organization for more troubleshooting assistance with a wide number of scenarios beyond the scope of what is covered under standard support. The Managed Services program allows Adapt to provide services beyond even the expanded coverage of Preferred Support. This allows our clients to add services like proactive server monitoring, VoIP network proactive monitoring, analysis, and troubleshooting as well as server management to their contract with Adapt. These are functions traditionally performed by a client s internal server and network support teams but under these models would be covered by the Adapt support engineers. Adapt feels that offering these additional services provides a full support services platform that allows our clients to find the right program that fits with the needs and structure of the client s internal resource organization. Managed Services Programs We have considered carefully what we are offering to our clients based on feedback we have received from client administrators in the 10+ years we have been providing support for the Interaction Center platform from Interactive Intelligence, Inc. The following programs provide a comprehensive list of proactive and analytical tools that clients can choose to purchase in addition to Preferred Support, to assure successful operation of the Interaction Center communications suite of applications and servers. NOTE: You have the option to choose any single managed service, but could also choose two out of the three or all three if desired. There is no requirement other than having Preferred Support agreement with Adapt and can then choose any combination of these offerings that would fit your needs. 1
Option 1: Server Maintenance Overview: Clients who choose this option are opting to have Adapt perform the general backup and Windows or firmware update duties surrounding the Interaction Center Microsoft-based servers and all gateway devices. This also includes special SQL based backup and re-indexing activities. These services would usually be done by the client site administrator. Imaged Backups of IC Server configurations - Monthly Check / Report Adapt Support will configure client s existing imaged backup program to automatically be performing imaged backups based on customer s desired backup schedule. Will verify this is being done correctly on a monthly basis and if not, will take corrective actions to assure that regular backups are running and will verify that a current backup is performed on the system after corrective actions have been taken. These are performed on each of the two IC servers within a customer s environment. A report each month is logged and provided to the customer. PRI Gateway Configuration Backup - Monthly Service / Report PRI gateway backup configurations are normally performed manually and will be taken by the Adapt Support team on a monthly basis and saved to a secure location. A report will be generated that this has been successfully done and provided to the client. Analog Gateway Configuration Backup - Monthly Service / Report All analog gateway configurations will be backed up and stored on a monthly basis by the Adapt Support team. This includes both FXS and FXO gateway configurations. A report will be generated that this has been successfully done and provided to the client. Attendant Configuration and WAV Files - Monthly Service / Report An export of the Interaction Attendant configuration as well as a backup of the Interaction Attendant Waves directory will be performed on a monthly basis. These backups will be stored along with the other backups in the secure location provided by the client. NOTE: This type of backup would be included in the full IC image, but it is very convenient to have this done separately as well to prevent the full re-imaging of a server for issues surrounded specifically to attendant only. 2
SQL / DB Server - Monthly Service / Report Adapt Support will setup a SQL DB maintenance program that will setup regular backups of the DB with special instruction to truncate the transaction log and maintain DB size. Maintenance will include a re-indexing of files as well as fragmentation check that happens on all Windows servers detailed in a separate section. Windows Updates / All Windows Servers in IC environment - Monthly Service / Report Adapt Support will each month perform Windows Updates on all application servers in the IC environment that run on a Windows OS. Engineer will proactively research any know issues with MS patches and will perform the updates for all servers in the environment. NOTE: This does not include client machines and is only server side application servers. Defragmentation / All Windows Servers in IC environment - Monthly Service / Report Adapt Support will setup automatic defragmentation checks on all application servers in the IC environment for a monthly defragmentation analysis, and defragmentation process if warranted from the analysis. NOTE: This does not include client machines and is only server side application servers. 3
Option 2: Proactive Server Monitoring Overview: The proactive server monitoring option allows the Adapt Support team to proactively monitor everything from basic operational criteria like CPU and drive space, to more specific application errors and data in order to proactively alert the Adapt Support team and take action on issues as alerts occur about the servers, and the Interaction Center applications running on them. Reports : Reports on the alerts generated and the Adapt response to alerts are provided on a monthly basis to the customer as a review of activity on the monitoring of their environment. Processes and applications that are monitored include (but are not limited to) the following: CPU Memory Disk Space Network presence (ping) Windows Event Logging (IC specific errors for IC applications) Interaction Center specific services Interaction Center specific processes Basic Hardware monitoring (HP and Dell Servers) IC Log keyword spotting Other application services or processes that are important to the IC suite of applications successfully operating Adapt employs the application Solar Winds for deployment with our clients to do proactive server monitoring. In order to provide this service, Adapt requires that the client either provide a server and database application with the following hardware specification, or if needed can purchase this server through Adapt during the sales / implementation process. CPU : Memory : Hard Drive : Operating System : Dual Processor, 3GHz 3 GB 20 GB Windows 2008R2 Server 64-bit (with IIS installed, running in 32-bit mode) Database SQL Server 2005 SP1 Express, Standard, or Enterprise; SQL Server 2008 Express, Standard, or Enterprise.Net Framework : Version 4.0 or later 4
Option 3: VoIP monitoring and troubleshooting Overview: The VoIP monitoring and troubleshooting option allows for Adapt Support to do proactive monitoring on the critical network components involved in the VoIP environment for the CIC solution. It also provides for very powerful troubleshooting tools that can be employed by the Adapt Support staff to identify and correct network issues affecting VoIP telephony. Adapt Support employs the Path Solutions network monitoring application for this purpose. This allows Adapt to setup key proactive monitoring alerts on areas of your network specifically designated for the Interaction Center solution and the supporting devices. Additionally, the application can do advanced diagnosis of VoIP call issues by using unique features like call path analysis and the call simulator tool. Being able to use these diagnostic tools for issue detection and identification greatly reduces or eliminates the need to draw upon network support team resources to provide packet captures for the diagnosis of such issues. Alerts for key network devices that have issues are sent back to a centralized collection server at Adapt s NOC that will notify Adapt support staff to investigate critical situations. This along with the diagnostic benefit of the application, as it can be simply executed in place for those situations, makes this a very good choice for clients that do not have ready access to network engineers locally, or who wish to minimize cost incurred to outsource or contract network services companies. Devices that are monitored in the VoIP Voice Environment (include but are not limited to) Voice Gateways Voice VLAN switches IP Phones (through the managed switches they connect to) Interaction Center Servers Interaction Media Servers Additional IC environment servers (file servers, screen capture servers) Reports: Adapt will provide reports generated on a daily basis with the Path Solutions network monitor to inform the client of alerts received and issues identified by Path Solutions. The Path Solutions monitoring and troubleshooting application will need to be installed on a server in your environment. The application requires very little resources, and can be installed on a file server or 5
other such servers and can share space very easily. The server resources needed are very minimal and Adapt would work with you to determine a suitable server for this deployment. For networks with less than 1,000 total interfaces, the following is required: Pentium 400Mhz Processor or faster 40 MB of free disk space 256 megs of RAM for the service (512 megs RAM for the server) 100 MBPS Network Interface Card Operating System: o Windows 2008 Server (32 bit or 64 bit) o Windows 2003 Server o Windows 2000 Server o Windows NT Server o Windows 7 (32 bit or 64 bit) o Windows Vista o Windows XP Professional o Windows 2000 Professional o Windows NT Workstation Client network environment must employ managed switches, and have devices to be monitored and analyzed enabled for SNMP. 6
Option 4: On Site Adapt Support Engineer For clients that are looking for the most complete managed service, Adapt offers this option where Adapt will provide a site administrator/engineer that will fully support and manage your Interaction Center system and supporting environment. The engineer will have the full assistance of the Adapt support and resource team to manage and maintain your IC communications platform. The provided resource will reside locally and will essentially be an onsite contracted resource. If you are considering this option, Adapt will work with you directly to create a proposal specific to your environment, that may include one or more of the tools/applications aforementioned in this document, as well as a complete server maintenance program. Implementation of this option will depend on the environment, and agreed upon tools and details specific to the client s size and environment. 7