Managed Services Guide

Services Guide 6.0.0

Version 6.0.0, June 2009

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SUPPORT METHODOLOGY........................................................................... 10 SUPPORT STRUCTURE .............................................................................................................. 11 Level-1 ............................................................................................... 11 Level-2 ............................................................................................... 11 Level-3 ............................................................................................... 12 Customer Service ................................................................................. 12 SERVICE REQUESTS .................................................................................................................. 13 Service Management ............................................................................ 13 Support Request .................................................................................. 13 Root Cause Anaylsis Report ................................................................... 13 Change Request ................................................................................... 14 Information Request ............................................................................. 15 Managing Support Requests .................................................................. 15 CONTACTING SUNGARD............................................................................................................ 16 Direct Call ........................................................................................... 16 E-Mail ................................................................................................. 16 Shipping ............................................................................................. 17 Contact Notes ...................................................................................... 24 Miscellaneous ...................................................................................... 26 EVENT MANAGEMENT................................................................................................................ 27 Determining Incident Priority ................................................................. 27 Priority Definitions................................................................................ 28 Event Escalation................................................................................... 29 Root Cause Outage Analysis (RCOA) ....................................................... 32 CHANGE MANAGEMENT ............................................................................................................ 33 Change Management Process................................................................. 33 Determining Change Priority .................................................................. 34 Change Notification .............................................................................. 34 Change Scheduling............................................................................... 35 MANAGED IT SERVICES .............................................................................. 36 SERVICE DEFINITION EXAMPLES............................................................................................. 37 SECURE HOSTING SERVICES ................................................................................................... 39 Secure Hosting Bundle .......................................................................... 39 Full Infrastructure Management Space .................................................... 41 Secure Hosting Services Delivery Notes & Limitations ............................... 42 SUPPORT SERVICES .................................................................................................................. 43 Hardware Installation Services ............................................................... 43 Operational Support Services................................................................. 44 Support Services Delivery Notes & Limitations ......................................... 45 SERVER SERVICES ..................................................................................................................... 46 Equipment Management Services ........................................................... 46 Operating System Management Services ................................................. 49 Operating System (OS) Management Standard Services............................ 51 Operating System (OS) Management Advanced Services........................... 53

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Services Guide 6.0.0 Operating System (OS) Management Enterprise Services .......................... 56 Server Services Delivery Notes & Limitations ........................................... 59 APPLICATION SERVICES ........................................................................................................... 62 Standard Application Support – Database Services ................................... 63 Advanced Application Support – Database Services .................................. 65 Managed Database Services .................................................................. 68 Managed Citrix Services ........................................................................ 72 Managed Exchange Services .................................................................. 75 Application Support - System Utility Services........................................... 79 Managed SAP Services .......................................................................... 81 Managed Oracle E-Business (EBS) Suite® Services .................................. 86 Software Licensing Services................................................................... 91 Production Control Services ................................................................... 91 E-mail Availability Service (EAS) ............................................................ 93 Managed E-mail Archiving Service (MEAS)............................................... 95 E-mail Protection Service (EPS).............................................................. 96 Application Services Delivery Notes & Limitations ..................................... 97 STORAGE SERVICES ................................................................................................................ 103 Data Backup Services ......................................................................... 103 SAN Services ..................................................................................... 106 Vaulting Services ............................................................................... 108 Vaulting Services – Restoration Support Option...................................... 109 Storage Services Delivery Notes & Limitations ....................................... 111 Remote Storage Services Delivery Notes & Limitations ............................ 116 NETWORK SERVICES ............................................................................................................... 117 Managed Internet Access Services ........................................................ 117 Managed Internet Access Services Delivery Notes & Limitations ............... 118 LAN Services ..................................................................................... 119 Managed Load Balancing Services and Geographic Load Balancing Services121 Cross Connect Services ....................................................................... 125 Dedicated Transport Services............................................................... 125 Managed Customer Premise Equipment (CPE) Services ........................... 126 Network Services Delivery Notes & Limitations ....................................... 128 SECURITY SERVICES ............................................................................................................... 129 Managed Firewall Services................................................................... 129 Managed Network Intrusion Detection Services (NIDS) ........................... 131 Managed Host Intrusion Detection Services (HIDS)................................. 133 Managed Intrusion Prevention Services (IPS) ......................................... 134 Managed Vulnerability Protection Services (VPS) .................................... 136 Managed Client VPN Services............................................................... 137 Malicious Traffic Management Services.................................................. 139 Managed Content Filtering................................................................... 141 Managed Digital Certificate Services ..................................................... 143 Managed Two-Factor Authentication Services......................................... 144 Managed Access Services .................................................................... 146 Security Services Delivery Notes & Limitations ....................................... 148 MONITORING SERVICES .......................................................................................................... 149 Standard Monitoring Services .............................................................. 149 Advanced Monitoring Services– Operating System.................................. 150 Advanced Monitoring Services - Database ............................................. 152 Advanced Monitoring Services - Exchange ............................................. 154

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Services Guide 6.0.0 Advanced Monitoring Services- Web ..................................................... 155 Advanced Monitoring Services - Device ................................................. 156 Web Transaction Monitoring Services .................................................... 158 Website Reporting Services (WSR) ....................................................... 159 Monitoring Services Delivery Notes & Limitations.................................... 160 REPLICATION SERVICES ......................................................................................................... 162 Server Replication Services ................................................................. 162 Virtual Server Replication Services ....................................................... 164 Storage Replication Services - Hosting .................................................. 165 Storage Replication Services – Array-Based Replication: EMC SRDF .......... 166 Storage Replication Services – Array-Based Replication: IBM Global Mirror 169 Storage Replication Services – Array Monitoring..................................... 172 Storage Replication Services-Data Copy Management Services (Standard and Advanced)......................................................................................... 174 Secure2Disk Services.......................................................................... 175 Replication Services Delivery Notes & Limitations ................................... 178 ARCHIVING SERVICES.............................................................................................................. 178 Archiving Services for Messaging.......................................................... 178 Archiving Services for Messaging Delivery Notes & Limitations ................. 180 Services For Medical Images - Standard On-Line Archiving Services ......... 180 Services For Medical Images - Standard Nearline Archiving Services ......... 183 Services For Medical Images - Archiving & Retrieval Services................... 185 REMOTE MANAGED IT SERVICES .............................................................. 187 REMOTE SUPPORT SERVICES................................................................................................ 188 Remote Hardware Installation Services ................................................. 188 Remote Operational Support Services ................................................... 189 Remote Support Services Delivery Notes & Limitations............................ 189 REMOTE SERVER SERVICES .................................................................................................. 190 Remote Equipment Management Services ............................................. 190 Remote Operating System Management Services ................................... 194 Remote Operating System (OS) Management Standard Services .............. 196 Remote Operating System (OS) Management Advanced Services ............. 198 Remote Operating System (OS) Management Enterprise Services ............ 200 Remote Server Services Delivery Notes & Limitations.............................. 204 REMOTE APPLICATION SERVICES ......................................................................................... 207 Remote Standard Application Support – Database Services ..................... 207 Remote Advanced Application Support – Database Services..................... 210 Remote Managed Database Services..................................................... 213 Remote Managed Citrix Services .......................................................... 217 Remote Managed Exchange Services .................................................... 219 Remote Application Support - System Utility Services ............................. 224 Remote Managed SAP Services ............................................................ 226 Remote Managed Oracle E-Business (EBS) ® Services ............................ 231 Remote Application Services Delivery Notes & Limitations ....................... 235 REMOTE STORAGE SERVICES ............................................................................................... 241 Vaulting Services ............................................................................... 241 Vaulting Services – Restoration Support Option...................................... 242 Remote Storage Services Delivery Notes & Limitations ............................ 244

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Services Guide 6.0.0 Remote Storage Services Delivery Notes & Limitations ............................ 245 REMOTE NETWORK SERVICES .............................................................................................. 246 Remote LAN Services.......................................................................... 246 Remote Managed Load Balancing Services............................................. 248 Remote Managed Customer Premise Equipment (CPE) Services................ 252 Remote Network Services Delivery Notes & Limitations ........................... 254 REMOTE SECURITY SERVICES............................................................................................... 255 Remote Managed Firewall Services ....................................................... 255 Remote Managed Network Intrusion Detection Services (NIDS)................ 257 Remote Managed Host Intrusion Detection Services (HIDS) ..................... 259 Remote Managed Intrusion Prevention Services (IPS) ............................. 261 Remote Managed Vulnerability Protection Services (VPS) ........................ 263 Remote Managed Digital Certificate Services.......................................... 264 Remote Managed Access Services......................................................... 265 Remote Security Services Delivery Notes & Limitations ........................... 267 REMOTE MONITORING SERVICES.......................................................................................... 268 Remote Standard Monitoring Services................................................... 268 Remote Advanced Monitoring Services– Operating System ...................... 269 Remote Advanced Monitoring Services - Database.................................. 271 Remote Advanced Monitoring Services - Exchange ................................. 273 Remote Advanced Monitoring Services- Web.......................................... 274 Remote Advanced Monitoring - Device .................................................. 276 Remote Web Transaction Monitoring Services ........................................ 278 Remote Monitoring Services Delivery Notes & Limitations ........................ 279 REMOTE REPLICATION SERVICES......................................................................................... 281 Remote Server Replication Services ...................................................... 281 Remote Replication Services Delivery Notes & Limitations ....................... 283 RECOVERY ASSISTANCE SERVICES........................................................... 284 Operating System Startup Services ...................................................... 285 Operating System Startup Services Notes & Limitations .......................... 288 Full System Restoration Services.......................................................... 290 Full System Restoration – Notes & Limitations ....................................... 293 Forward Recovery Services .................................................................. 294 Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services ............................................................................................ 296 Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations ............................................................. 299 Network Startup Services .................................................................... 301 Network Startup Services Notes & Limitations ........................................ 303 Media Handling Services ..................................................................... 304 Media Handling Services Notes & Limitations ......................................... 308 Technical Test Monitoring Services ....................................................... 309 Technical Test Monitoring Services Notes & Limitations ........................... 310 Operating System Generation Maintenance Services (Mainframe Only) ..... 312 Operating System Generation Maintenance Services Notes & Limitations... 312 Network Control Program Maintenance Services (Mainframe Only)............ 314 Network Control Program Maintenance Services (Mainframe Only) – Notes & Limitations ........................................................................................ 315 Procedure Training Workshop............................................................... 316

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Services Guide 6.0.0 Procedure Training Workshop – Notes & Limitations................................ 318 Recovery Procedure Documentation Services ......................................... 319 Recovery Procedure Documentation – Notes & Limitations ....................... 321 SERVICE DEFINITIONS – RESTORATION SERVICES FOR MANAGED IT SERVICES ........ 322 POLICIES ................................................................................................. 326 SITE ACCESS POLICY............................................................................................................... 327 HOSTING USE POLICY.............................................................................................................. 331 APPENDICES.............................................................................................................................. 312

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Modifications This section will identify specific changes made to this document for any given version, between major point revisions. For minor changes (0.0.1 changes) no notification will be transmitted to the customer. For significant changes (0.1.0 level revisions) and for major rewrites (1.0.0 level changes) the customers will be notified of the revised document. Version 6.0.0 (Please refer to Appendix A for detailed information regarding version changes).

1) In support of SunGard’s reorganization, changes have been made to the support structure section which reflect the transition from the Integrated Operations Center (IOC) to our current Service Desk support structure. 2) Problem Reports are now known as Incident Reports and the document has been modified to reflect that change 3) Shipping addresses have been updated where appropriate 4) The Event Management Section has been updated to reflect the termninology and escalation processes for our new Service Desk support organization. 5) The following Remote and Managed Service Definitions have been modified: a. Operating System Management Services i. Information regarding Direct Attached Storage (DAS) has been added to the Service description. ii. Examples of DAS devices have been added iii. Requirements for DAS have been added b. Operating System Advanced Services i. Responsibilities table has been modified for clarification c. Database Services i. Standard Tasks table has been modified for clarification d. Citrix ®Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification e. Application Support – System Utility Services i. Standard Tasks table has been modified for clarification f. SAP® Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification g. Oracle® E-Business (EBS) Suite Services i. Responsibilites table has been modified as follows: 1. Customer is now responsible for MetaLink online access 2. Critical patch job monitoring removed 3. Documentation of application patch technical changes removed 4. System data security monitoring removed 5. Clarifications to responsibilities for locking and unlocking user and session IDs 6. Clarification as to how upgrades are handled h. Application Delivery Notes & Limitations i. Microsoft Failover for Oracle Databases added to Unsupported Database Configuration ii. Notes added on MS SQL Clustering on virtualized servers

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Services Guide 6.0.0 Clarifications for Managed SAP & Oracle EBS Services Services Responsibilities table has been modified for clarification Tasks table modified 1. Log archiving revised j. Host Intrustion Detection Services i. Log archiving revised k. Intrustion Prevention Services i. Log archiving revised l. Client VPN Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification m. Malicious Traffic Management Services i. Responsibilities table has been modified for clarification n. Content Filtering Services i. Responsibilities table has been modified for clarification o. Two-Factor Authentication Services i. Responsibilities table has been modified for clarification p. Access Services i. Responsibilities table has been modified for clarification q. Web Transaction Monitoring Services i. Clarifications to description r. Server Replication Services i. Addition of Server pre-install checklist to Responsibilities table 6) All Testing Services have been renamed as Recovery Assistance Services and all of these Services have been updated for clarification 7) The following Services have been added: a. E-mail Availability Services b. E-mail Archiving Service (MEAS) c. E-mail Protection Service (EPS) d. Virtual Server Replication Services e. Storage Replication Services – Hosting f. Storage Replication Services – Array-Based Replication: EMC SRDF g. Storage Replication Services – Array-Based Replication: IBM Global Mirror h. Storage Replication Services – Array Monitoring i. Storage Replication Services-Data Copy Management Services (Standard and Advanced) j. Secure2Disk Services k. Media Handling Services i.

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iii. Firewall i. ii.

Services Guide 6.0.0 Product Name Conversion Matrix The table below links previous products to the most recent naming convention used throughout this Services Guide. The mapping of previous products to new products is not intended to be a one-to-one mapping of features and functions; it is intended to provide guidance to Customer as to what section of the current Services Guide describes a previous version of a SunGard product.

Current Product Name Secure Cabinet

Previous Product Names Hosting Services Full Cabinet – colocation

Secure Hosting Bundle


Full Infrastructure Management Space

Not Previously Included in Services Guide

Hardware Installation Services

Hardware Installation Services

Operational Support Services

Operational Support Services, Tier 1 Tasks

Equipment Management Services


Operating System Management Services Standard

OS Assist, iServerCare Management

Operating System Management Services Advanced

Secure Server Management Bundle, Platform Management Services Standard Application Support – Database, Database Assist Services, Advanced Application Support – Database, SQL Database Management, Oracle Database Management Citrix Management

Managed Database Services Managed Citrix Services Managed Exchange Services

Dedicated Exchange Management System Utility Services, IIS Management, Apache Management, RIM Blackberry Enterprise Server

Application Support - System Utility Services Advanced Monitoring- Web

URL Monitoring

Web Transaction Monitoring Services

Transaction Monitoring

Software Licensing Services


Production Control Services (Discontinued - See Service for notes)

Production Control Services

Data Backup Services SAN Services Vaulting For Distributed Systems Services

Storage Services Managed Tape Backup Services, Tape Backup and Restore Services Enterprise Storage Management Services, Managed Data Storage Services Not Previously Included in Services Guide Network Services

Managed Internet Access Services

Managed Load Balancing Services

Managed Internet Access Services, Inflownet Not Previously Included in Services Guide, Dedicated Managed Switch Local Load Balancing Services

Geographic Load Balancing Services

Geographic Load Balancing Services

Interconnect Services


Dedicated Transport Services

Circuit Provisioning Services, Managed Circuit Services Managed CPE Services/Managed Circuit Services, Dedicated Managed Router

LAN Services

Managed CPE Services

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Section One

Support Methodology

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SUPPORT STRUCTURE Level-1 Service Desk The Service Desk is responsible for response to calls and emails from the Customer. The Service Desk is the Customers’ central point of contact for all communications with SunGard. Every call or email is recorded so that the Customer request for assistance can be appropriately managed. Whether the Customer has a service related issue, a question, or needs to speak to a SunGard representative in any department, the Service Desk is the place to start. The Service Desk is staffed on a 24x7 basis. A Service Desk Assistant will work to resolve Customer issues and escalate when needed. Monitoring Team The Monitoring Team is responsible for monitoring and notification of alerts as well as ownership and management of Incident Tickets (as defined herein) resulting from alarms. For all Incident Tickets resulting from an alarm, the Monitoring Team will manage the issue until resolved.

Level-2 Incident Response Team Level-2 Incident Response Team Engineers are responsible for incident diagnosis and resolution when the Monitoring Team is unable to provide a solution. Level-2 is also responsible for most Software, hardware and network change implementation. Level-2 technicians maintain various certifications including certifications in Cisco, NetScreen, Microsoft, Sun, and Checkpoint products. Level-2 staff will engage assistance from Level-3 engineers when complex incidents require additional expertise.

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Level-3 Technical Services Engineers Level-3 Technical Services Engineers are responsible for infrastructure design & support, assistance with complex problems, and developing Standard Operating Procedures (SOP). SOP’s are used extensively by Level-2 to help ensure that SunGard’s efforts are consistent and properly executed. Level-3 Engineers maintain various certifications in most major network, systems, and DB products and engage in continuous training and education programs.

Customer Service Customer Care Specialist (CCS) Your CCS is responsible for total Customer satisfaction by helping to ensure that Services are delivered in accordance with the terms of your Agreement with SunGard. As the designated person for the “Customer Service” process, your CCS is empowered to make decisions and escalate directly to executive management in order to help ensure your Service needs are met. Acting as your advocate, the CCS manages Customer related issues to help ensure that expectations are properly set and met; and that changes to delivery are properly communicated. The CCS helps to ensure that Customer-impacting incidents are fully resolved and promotes continuous improvement by providing a root cause analysis report in the event of Service Level failures. Additionally, the CCS escalates your concerns to management as appropriate and is your liaison within SunGard for Service related issues. While your initial point of contact remains with the Service Desk, your CCS will maintain regular communication and should be your primary escalation point for all Service related issues. Change Management Team The Change Management Team ensures that standardized methods and procedures are used for efficient and prompt handling of all change requests. The Change Management Team works to ensure that all change requests are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Please review the Change Management section in this Services Guide for more information regarding SunGard’s approach to Change Management.

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SERVICE REQUESTS Service Management SunGard combines a best of breed approach to delivering a world-class service management tool. SunGard’s management fabric provides for the collection & management of monitoring data from both SunGard infrastructure and Customer dedicated servers. SunGard’s management fabric monitors and manages areas such as availability alerts, resource thresholds, call tracking, incident ticketing, and change & inventory management.

Support Request The Monitoring Team may resolve your request or may engage another technician to assist in resolving the Support Request. All Support Requests are recorded in our management system for reference and reporting. Support Request Examples         

Server Reboot or Power Cycle Equipment Reset or Power Cycle Visual Inspection of Equipment Site Access Password Reset Insert or Swap Media SNA Device Status or Reset (Line, Controller, Terminal, Printer) System or Application Status Procedural Questions

Incident Report A failure or unexpected result with a SunGard-provided Service is categorized as a Incident Report and results in a Incident Management Record (IMR) recorded in our management system. All such issues should be reported promptly to the Service Desk and are typically assigned to an Incident Response Team engineer. SunGard provides 24 x 7 support to resolve production incidents reported as Critical. Noncritical or non-production related incidents reported after business hours will be deferred to the next business day for analysis. A description of priority can be found in the Determining Incident Priority Section of this Services Guide. Non-critical or non-production related incidents are defined as Major and Minor Incidents in that Section.

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Incident Report Examples        

Access Failure (Inability to Access Application or Website) Circuit Failure Equipment Failure Software License Failure Security Authorization Failure Degraded Performance Incorrect or Unexpected Output Procedural Failures

Incident Report Documentation It is important to provide as much information as possible when reporting an incident to SunGard. The Service Desk will use this information to determine priority and route the Incident Management Record appropriately. SunGard will be able to respond with the appropriate urgency and technical skills when the following information has been provided and is readily available:                  

Description Date and Time of Occurrence Severity and Scope Business Impact Location(s) Involved System, Hostname, or Website Suspected Failing Component Documentation Error Message or Codes Job Name & Number Process Names & Number System or Application Dump System or Application Log History Occurred Previously Date/Time Last Worked Date/Time Last Failed Steps to Reproduce issue

Change Request An issue that describes additional or modified functionality is categorized as a Change Request and results in a Change Request Ticket recorded in SunGard’s management system. SunGard follows a best practices change management policy that requires adequate lead-time for planning, testing and verification of all production changes. Change Requests will be assessed and responded to during standard business hours. Change Requests received after standard business hours will be deferred to the next business day for assessment. Change Requests that are outside of the scope of the Customer’s Schedule for Services, will require a modification to Customer’s Schedule, adding the Services and the additional monthly fee.

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Change Request Examples            

Install / Remove Hardware, Software or Network Components Upgrade Hardware, Software or Network Components Configure Hardware, Software or Network Parameters Security Update User Access Rules Data Access Rules Network Access Rules Increase / Decrease Resources Bandwidth Storage Backups Media

Information Request An issue that describes a need for information or status is categorized as an Information Request. If this is a first time call for information and the Service Desk cannot provide what is needed, a Request Ticket will be opened in SunGard’s management system. If this is a request for status on an open issue, then the existing Support Request record will be updated to reflect the call. Information Requests will be assessed and responded to during standard business hours. Information Requests received after standard business hours will be deferred to the next business day.

Managing Support Requests The Customer Service Team has ownership of your open Change and Support Requests, as well as Minor Incident tickets, and will keep you informed of status changes and completion. For more complex changes the Customer Service Team will coordinate delivery and assist with scheduling implementation and verification with the appropriate technical resources. In the event that your business needs require the immediate escalation of a Support Request, contact the Service Desk with the ticket number and ask that the issue be escalated. Customer will be put in touch with the appropriate Customer Service Contact. SunGard has automated escalation procedures for critical and major incidents to help ensure that the appropriate technical teams and management are engaged. The appropriate technician remains engaged until the incident is resolved or the Customer approves a lower level of support.

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CONTACTING SUNGARD Direct Call Calls placed to (800) 441-1181 will put you in direct contact with the Service Desk. The answering Service Desk Assistant will request your name before proceeding; if your name is not found in SunGard’s management system, the Service Desk Assistant will take a few minutes to add your contact information to SunGard’s system. When you call the Service Desk you will be asked to provide the following information:  Your Name  Description of Request Callers will be asked to provide the following additional information:  Company  Title  Department  Location  Work Phone  Portable Phone  Email address  Pager The Service Desk Assistant will either resolve your issue on the call or provide you with a ticket number which will be used to track the issue through resolution.

E-Mail E-mail requests can be sent to [email protected] Please refer to the Support Requests Section for required documentation and be sure to specify:   

Support Request Type (Incident, Change, or Information Request) Priority Description of Request

The Customer is automatically notified by email from our management system when a ticket is opened on their behalf. Email turnaround may be affected by problems outside of SunGard such as internet delays and mail problems at the Customer site.

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Shipping In order to help ensure accurate and timely processing of shipments to a SunGard facility, please mark packages with the SunGard provided ticket number and your Customer name. For example, if your ticket number is HD12345: Facility

Shipping Address

Alpharetta, GA

SunGard Availability Services 11650 Great Oak Way Alpharetta, GA 30022-2408 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Atlanta, GA (1055 Spring Street)

SunGard Availability Services 1055 Spring Street Atlanta, GA 30309 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Atlanta, GA (1033 Jefferson St)

SunGard Availability Services 1033 Jefferson St. NW Atlanta, GA 30318 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Austin, TX

SunGard Availability Services 8025 IH 35 North Austin, TX 78753 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Bellevue, WA

SunGard Availability Services 11400 Se 8th Street Bellevue, WA 98005 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Boston, MA

SunGard Availability Services 20 Overland Street, Loading Dock Boston, MA 02215 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Calgary, AB

SunGard Availability Services (Canada) LTD 525 28th St. S.E. Calgary, AB T2A 6W9 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

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Shipping (continued) Carlstadt, NJ (777 Central Blvd)

SunGard Availability Services 777 Central Boulevard Carlstadt, NJ 07072 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Carlstadt, NJ (410 Commerce Blvd)

SunGard Availability Services 410 Commerce Boulevard Unit-D Carlstadt, NJ 07072 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Copely, OH

SunGard Availability Services 155 Montrose West Ave. Copely, OH 44321 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Crawley, WSX

SunGard Availability Services (Canada) LTD Unit 1 Sterling Park Crawley, WSX RH10 9QT Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Cypress, CA

SunGard Availability Services 6803 International Ave. Cypress, CA 90630-5114 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Dallas, TX

SunGard Availability Services 1001 E. Campbell Road Richardson, TX 75081 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Denver, CO (Aurora)

SunGard Availability Services 3431 North Windsor Drive Aurora, CO 80011 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

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Shipping (continued) Denver, CO (Denver South)

SunGard Availability Services 900 Bannock Street Denver, CO 80204 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Denver, CO (Denver North)

SunGard Availability Services 550 East 84th Avenue, Suite E-5 Thornton, CO 80229 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Englewood, CO

SunGard Availability Services 6675 S. Kenton St. Englewood, CO 80111 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Farmington Hills, MI

SunGard Availability Services 37890 Interchange Drive Farmington Hills, MI 48335 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Grand Prairie, TX

SunGard Availability Services 3001 Red Hawk Drive Grand Prairie, TX 75052 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Grand Rapids, MI

SunGard Availability Services 114 North Division Avenue Grand Rapids, MI 49503 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Herndon, VA

SunGard Availability Services 505 Huntmar Park Drive Herndon, VA 20170 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Honolulu, HI

SunGard Availability Services 841 Bishop St Honolulu, HI 96814 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

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Shipping (continued) Houston, TX (Houston West)

SunGard Availability Services 757 North Eldridge Parkway, Suite 300 Houston, TX 77079 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Houston, TX (Houston North 1)

SunGard Availability Services 12025 North Freeway Houston, TX 77060 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Houston, TX (Houston North 2)

SunGard Availability Services 12175 North Freeway Houston, TX 77060 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Huntersville, NC

SunGard Availability Services 12200 Herbert Wayne Court Huntersville, NC 28078 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Indianapolis, IN

SunGard Availability Services 1180 Kentucky Ave Indianapolis, IN 46206 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Irving, TX (W. John Frwy)

SunGard Availability Services 1925 W. John Carpenter Frwy Irving, TX 75063 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Carpenter

Irving, TX (4500 Fuller Dr.)

SunGard Availability Services 4500 Fuller Drive Irving, TX 75038 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Jersey City, NJ

SunGard Availability Services 545 Washington Blvd. Jersey City, NJ 07310 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

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Services Guide 6.0.0 Shipping (continued) Lake Mary, FL

SunGard Availability Services 300 Primera Blvd. Lake Mary, FL 32746 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Long Island City, NY

SunGard Availability Services 23-10 43rd Avenue Long Island City, NY 11101 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Marlborough, MA

SunGard Availability Services 250 Locke Drive Marlborough, MA 01752 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Minneapolis, MN

SunGard Availability Services 511 Eleventh Avenue South, Suite 211 Minneapolis, MN 55415 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Mississauga, ON (Argentia Rd)

SunGard Availability Services (Canada) LTD 1800 Argentia Road Mississauga, ON L5N 3K3 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Mississauga, ON (City Center)

SunGard Availability Services (Canada) LTD 55 City Center, Unit 110 Mississauga, ON L5B 1M3 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Nashville, TN

SunGard Availability Services 211 Commerce Street, Suite 700 Nashville, TN 37201 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Northbrook, IL

SunGard Availability Services 3200 Arnold Ln Northbrook, IL 60062 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

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Shipping (continued) Philadelphia, PA (833 Chestnut)

SunGard Availability Services 833 Chestnut Street, 11th Floor Philadelphia, PA 19107 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Philadelphia, PA (401 N. Broad)

SunGard Availability Services 401 N. Broad St Philadelphia, PA 19108 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Philadelphia, PA (1500 Spring Garden)

SunGard Availability Services 1500 Spring Garden Street, 3rd Floor Philadelphia, PA 19130-4009 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 120 East Van Buren Street 2nd Floor West, Suite 202 Phoenix, AZ 85004 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 2202 Liberty Avenue Pittsburgh, PA 15222 Attn: Hosting Operations Manager Support Request: HD12345(CUSTOMER NAME)

Phoenix, AZ

Pittsburgh, PA

Portland, OR

SunGard Availability Services 1233 NW 12th Avenue, Suite 201 Portland, OR 97209 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Quebec City, QC

SunGard Availability Services (Canada) LTD 5400 Boulevard Des Galeries Quebec City, QC G2K 2B4 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Raleigh/Durham, NC

SunGard Availability Services 4518 South Miami Boulevard, Suite 100 Durham, NC 27703 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

22

Services Guide 6.0.0 Shipping (continued) Renton, WA

San Diego, CA

SunGard Availability Services 841 Powell Avenue Renton, WA 98055 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 9645 Scranton Road, Suite 100 San Diego, CA 92121 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

San Ramon, CA

SunGard Availability Services 2481 Deerwood Dr San Ramon, CA 94583-1540 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Scottsdale, AZ

SunGard Availability Services 7499 East Paradise Lane Suite 108 Scottsdale, AZ 85260 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Smyrna, GA

SunGard Availability Services 5600 United Drive Smyrna, GA 30082 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 7405 TransCanada Highway St. Laurent QC H4T 1Z2 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

St. Laurent, QC

St. Louis, MO (Park 270 Drive)

SunGard Availability Services 1807 Park 270 Drive St. Louis, MO 63146 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

St. Louis, MO (North Tucker Blvd)

SunGard Availability Services 710 North Tucker Boulevard, Suite 610 St. Louis, MO 63101 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

23

Services Guide 6.0.0 Shipping (continued) St. Paul, MN (Energy Park Drive)

SunGard Availability Services 1125 Energy Park Drive, Suite 100 St. Paul, MN 55108 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

St. Paul, MN (605 N. Fairview)

SunGard Availability Services 605 N. Fairview Ave. St. Paul, MN 55104 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Warminster, PA

SunGard Availability Services 184 Railroad Drive Warminster, PA 18974 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Westborough, MA

SunGard Availability Services 2200 West Park Dr. Westborough, MA 01581 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Wood Dale, IL (Wood Dale 1)

SunGard Availability Services 711 North Edgewood Ave. Wood Dale, IL 60191 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Wood Dale, IL (Wood Dale 2)

SunGard Availability Services 341 - 361 Hayes Ave. Wood Dale, IL 60191 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)

Contact Notes Use Email for Non-Critical Communication Only  Please call the Service Desk directly for all critical and urgent incidents. Email Response Delays  If you do not receive a return email notification within six hours, call the Service Desk directly. Avoid Confusion or Duplication of Effort  Multiple people should not report the same issue to the Service Desk.  Do not use existing ticket numbers to inform the Service Desk of a new issue.

24

Services Guide 6.0.0 

Do not copy the Service Desk on conversational e-mails since all emails are processed.

Ensure Shipping & Receiving Success  If you do not receive a return notification within 1 business day of your expected shipment delivery date, call the SunGard facility directly.  Always include a ticket number and your Customer Name when shipping supplies or Equipment to a SunGard facility.

25


Miscellaneous Automated Notification Customers may provide a group email address for automated notification of alerts, Service availability issues, scheduled maintenance and notice of any changes to this Services Guide. SunGard will use this group address to provide the same notification as would be provided to your individual notification point. Many Customers find it more convenient and easier to manage a group email address than to maintain a list of individual contacts. An added benefit is that the group email address can be applied to many pager or text messaging solutions. Customer Events The Customer should keep SunGard informed of any plans, changes, or events that could potentially affect the delivery of Services provided by SunGard. Send an email to the Service Desk with “Notification of Event” in the subject line to accomplish this. Include any other pertinent information such as names of systems that will not be accessible, network interfaces that will be down, names of notification points that will not be available, etc. Such events should also be discussed during customer service meetings. Contact Lists SunGard will provide customers access to our Notification and Authorization management tools via the Managed Services portal, which allows customers to maintain notification and authorization lists for initial notification of alerts and outages; escalations requiring additional Customer interaction; notification of maintenance changes; and authorization contacts for when Customer personnel make certain Support requests. Contact lists may be further segregated by discipline as defined in the table Contact List Categories. For each type of contact list category you may provide up to 3 contact points. Contact List Categories Contact Type Contact Events Notification Monitoring Alerts Service Outages Maintenance SunGard Infrastructure Changes Change Authorization Customer Requested Changes  Change  Operational Support  Site Access  Security

26

Services Guide 6.0.0 0

EVENT MANAGEMENT Determining Incident Priority It is important that SunGard accurately understands the priority of a given event since priority drives urgency and response criteria; which in turn impacts notification and escalation procedures. Defined priority levels: Priority

Response

Effort

Critical Incident

15 Minutes

Continuous Until Service Restored

Major Incident

15 Minutes

Fix Implementation Scheduled When Prudent

Minor Incident

1 Business Day

Fix Implementation Scheduled When Possible

For an event to be categorized as a Critical Incident there must be a severe business impact relating to the event and the Customer expects immediate attention at the expense of other events. The definition of a Critical Incident is contained in the next Section of this Services Guide. Before reporting an event as a Critical Incident, please ensure that the following are true:   

The event pertains to production and/or mission critical services. The event must be reported via direct verbal contact with the Service Desk; not via e-mail or other indirect messaging. The caller must be willing to remain in direct contact with SunGard as needed to assist in determining the best resolution.

Note that SunGard provides the same level of response to all Critical events. Once an event is determined to be a Major Incident the effort will change to scheduling a fix or further investigation. For an event to be categorized as Major Incident there is no immediate service outage as defined in the following priority descriptions.

27


Priority Definitions Critical Incident Definition  Mission-critical application or service rendered totally unusable (outage).  Failures of any component or service related to real-time application(s).  Measurable impact to SLA. Examples  Application down  System down  Network connection down or unavailable  Infrastructure component down Major Incident Definition  Mission-critical application or service resource threshold reached.  Mission-critical application or service in jeopardy, immediate action required to avoid potential outage.  Mission-critical application or service rendered partially unusable.  No impact to SLA. Examples  CPU warning threshold reached  File System warning threshold reached  Spool warning threshold reached  Slow response time or network latency  Redundant component failed (service vulnerable but 100% available) Minor Incident Definition  Service rendered partially unusable or producing incorrect results.  No impact to SLA. Examples  Single Printer problem  Single Terminal hung  Compile time error  JCL error  Syntax error  Unexpected results from program  Normal patch alerts from vendor  Missing report

28


Event Escalation Escalation is the process of increasing the level of attention given to an event over time as the event approaches (or passes) a predefined milestone. Escalation is done to enforce these milestones on a consistent basis (to meet an internal or external SLA). During escalation, SunGard management is notified to help ensure the event receives the proper attention. Escalation is performed at two levels: Time To Respond and Time To Fix. The first, Time To Respond, helps to ensure a qualified technician is assigned within the predefined intervals. The second, Time To Fix, helps to ensure that the failing service has been restored or the issue resolved. The required metrics of escalation are: Time Aware Time Responded Time Restored Time Pending Priority

The time that SunGard becomes aware of and recognizes an event, whether on our own or as a result of a Customer call The time that a technician has accepted ownership The time that the Service has been restored The time the event has been marked pending & Service is not restored The level of priority assigned to the event

Time To Respond (TTR) TTR is the interval of time from when SunGard recognizes an event to when a qualified technician has accepted ownership. Measurement: From the time a Support Request is initially opened (Time Aware) to the time that the Support Request status is changed to Responded-To (Time Responded). TTR = Time Responded - Time Aware Time To Fix (TTF) TTF is the interval of time from when SunGard recognizes an event to when the failing service has been restored or additional service has been added. Measurement: From the time a Support Request is initially opened (Time Aware) to the time that the Support Request status is changed to Service-Restored (Time Restored). TTF = Time Restored - Time Aware Escalation Time Flow Escalation is handled in three (3) stages based on priority. These stages are designed to engage the appropriate management attention until issue resolution. For each incident there are initial TTR and TTF levels as well as escalation increments. As the initial levels are reached without the appropriate status changes (Responded, Completed, Resolved or Pending); the event reaches the first escalation stage. The escalation increment is then used to determine the next escalation stage. Escalation is stopped by appropriate status changes.

29


The following diagrams describes the escalation time-flow and the corresponding variables used for calculating specific escalation points. TTR Process

t = time i = initial level for escalation TTR Variables

30

Priority

Increment (i)

Critical Incident

5 minutes

Major Incident

30 minutes

Minor Incident

4 hours


TTF Process

t = time i = initial level for escalation TTF Variables Priority

Increment (i)

Critical Incident

30 minutes

Major Incident

3 hours

Minor Incident

12 hours

Note on Time To Fix TTF is greatly impacted by responses of vendors and Customers; it is important to note that many such issues are out of SunGard’s control and may adversely affect TTF service levels.

31


Root Cause Outage Analysis (RCOA) SunGard will complete a Root Cause Outage Analysis (RCOA) to investigate the root cause of an Incident that results in an unplanned interruption or reduction in quality of a SunGard-provided Service when requested by a Customer. A reduction in quality is defined as a performance or capacity issue that impacts the Customer but does not interrupt the Service. SunGard may not be able to identify a root cause for all Incidents. The RCOA will include the following:     

A Summary of the Incident Duration of the Incident Workaround implemented to reduce or eliminate the impact of the Incident Root Cause, when possible, of the Incident Resolution, when possible, to repair the root cause of the Incident

To the extent possible, the RCOA will also be used to determine applicability to Service Level Commitments, see Service Level Commitments as set forth in the Managed IT Services Exhibit for details.

32


CHANGE MANAGEMENT Change Management Process The objective of Change Management is to provide for the orderly installation or modification of resources while minimizing the impact to our Customers. A summary of the change management process follows. Change Entry Opening a Change Request Ticket in response to a Customer request or an internal business requirement by SunGard. Change Assessment Analyzing the change for feasibility, risk, and impact to the environment. This results in an impact level, an estimated delivery date, and an assignee to implement the change. Changes that have a zero impact are implemented as soon as possible. Change Preparation Preparing the environment prior to the actual change installation. This includes offloading install files, testing (if possible), and the development of verification and back-out procedures. Change Review This involves a weekly review of changes by representatives of each technical group as well as Customer representatives from the Service Desk and Customer Service teams. Changes that are approved at the review meeting are scheduled for install; otherwise the reason for denial is documented. Change schedules are dependant on impact level or Customer authorization. Change Install Actually activating and verifying the change; for complex changes this usually requires a Service disruption to the component being changed.

33


Determining Change Priority Change requests are prioritized as Minor, Major, or Critical Priority. Standard LeadTimes are defined for many tasks as described in the Service Definitions section of this Services Guide. In order for SunGard to process and implement a change request on an expedited basis you must indicate that the request is of a Critical or Major Priority. Major Priority Change Indicate that a requested change is a Major Priority when there is a need to improve on the Standard Lead-Time but there is still time to schedule the installation. For example, if the Standard Lead-Time is 10 days but you need the work completed in 7 days. Critical Priority Change Indicate that a requested change is Critical in nature when there is a need to implement the change in the minimum possible amount of time. For example, the type of change being requested is normally implemented during the weekend change window but you need the work to be completed over-night. Critical and Major Priority changes must be requested directly by phone to the Service Desk, rather than through email. These changes affect resource allocation and can potentially bypass certain change management rules. SunGard will use commercially reasonable efforts to honor these requests but cannot guarantee that the requested dates/times will be met. The nature of these changes increases the risk to negatively impact Service availability. Further, depending on the type of change, SunGard may require a release letter from Customer prior to SunGard commencing activities in support of the change.

Change Notification The availability of infrastructure components may be impacted in order for SunGard to perform preventative maintenance, upgrades, enhancements, and Incident resolution. These types of changes are strictly managed through the Change Management Process and are implemented during the windows identified under Change Scheduling on the following page. Facility or Network Outages necessary in order to perform infrastructure changes are limited to the 3rd weekend of each month. Customer notification of such changes shall occur on or before the Monday prior to the weekend of the scheduled change. There will be times when SunGard will install infrastructure changes on an expedited basis in order to prevent additional problems from arising. Examples would include fixing failed components, eliminating new security exposures, or adding resources to meet a critical business need. Only SunGard executive management can authorize Critical or Major Priority infrastructure changes. Customer notification of such changes shall be made as soon as possible once the change is authorized.

34


SunGard will initiate changes to Customer-contracted Services when appropriate for the Service and only after notification to the Customer. The Customer will be asked to authorize changes to their dedicated Equipment that require or may result in an outage. For example: recommended microcode or Software patches; responding to vendor Software security alerts; administrative changes required for the maintenance of service levels; and regular ongoing support as defined for the specific Service.

Change Scheduling Change Impact Levels and Standard Lead-Times Impact Level

Service Impact

Examples

Lead-Time

High

Definite

An Outage is required or severe performance or functionality degradation is expected to occur during installation or back out

34 Days

Examples: Facility Maintenance Moderate

Possible

An Outage is possible or severe performance or functionality degradation is possible during installation or back out but may not be expected Examples: replacement

Low

Not Expected

Configuration

Changes,

Hot

Swappable

14 Days

Card

An Outage is not expected and there is no expected impact to performance or functionality during installation or back out

N/A

Examples: DNS Policy changes, Firewall Policy Changes

Change Schedule Definitions SunGard will use commercially reasonable efforts to schedule changes based on the potential risk of impact to the Customer and service delivery as well as the urgency of the change. The preferred installation window for high and moderate impact changes will be the weekend maintenance window (between 1:00 AM and 6:00 AM Sunday). Low impact changes may be scheduled during the non-prime or weekend maintenance window. Impact Level High Impact

Local Device Time 01:00-06:00

Day of the Week Every 3rd Sunday of the Month

Moderate Impact

01:00-06:00

Every Sunday

Low Impact

20:00-07:00

Monday-Friday

All Day

Saturday-Sunday

35


Section Two

Managed IT Services Service Definitions

36


SERVICE DEFINITION EXAMPLES This Section describes how SunGard will deliver Services contracted for on your Schedule for Managed IT Services. The delivery of each Service is described; including a responsibility matrix, supported task matrix, and, if applicable, any limitations of the Service. Responsibility Matrix

Customer

Example Service Responsibilities

Provide connectivity to the device for SunGard monitoring infrastructure.

SunGard

Each responsibility associated with the Service is described and the associated owner of the responsibility is set forth below. A “P” indicates Primary ownership of the responsibility; an “A” indicates an Assist responsibility.

P

Provide monitoring requirements form.

P

Test & verify SunGard implemented changes.

A

P

Supported Tasks Matrix Each task that is supported in the delivery of the Service is described. The Standard Tasks matrix describes the standard changes and updates required to deliver the Service, including Standard & Critical Lead-Times in business days, and if a new Schedule is required. Note that one business day implies same day Services if the needed components are readily available. The Immediate Tasks matrix describes the incidents that are supported on an immediate response basis. When requesting SunGard to perform a task, simply use the task name as provided in the matrix.

Configure Device Install Cabinet

10 5

Schedule Required

Critical Lead-Time

Standard Tasks

Standard Lead-Time

Example Service

2

2

Description Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc.

Y

Initial install of cabinet, including floor cuts, dual Power feeds, etc.

Immediate Tasks

Description

Power Cycle

Request to Power Reset server or device.

37

Services Guide 6.0.0 Delivery Notes & Limitations Specific notes and limitations associated with delivery are described for each Service category. These notes and limitations are important in order to fully understand what deliverables are part of the Service. Below are examples of specific delivery issues that assist in explaining the Service. Polling Cycle

It is possible that during a polling cycle a device fully resets and the event is not detected. Monitoring will only detect devices that have not responded during an entire polling cycle.

False Positive

During normal operation, it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example we may receive an alert that the device is not responding, but the device is actually still available. While SunGard’s management fabric is designed to mitigate such events; SunGard cannot guarantee such false-positive alerts will not occur.

38


SECURE HOSTING SERVICES Secure Hosting Bundle

Provide Hosting Requirements Form. Complete & return Hosting Requirements Form.

SunGard

Secure Hosting Bundle Standard Responsibilities

Customer

SunGard’s Secure Hosting Bundle Service provides for hardened data center Space and support Services as defined in the Schedule and Exhibit for Managed IT Services and as further detailed in this Services Guide. The Secure Hosting Bundle provides for Standard Monitoring Services for ten (10) devices and five (5) hours of Operational Support Services per month to be allocated across SunGard Provided Cabinet(s). See the Sections on Standard Monitoring Services and Operational Support Services for additional Service descriptions. In order for the Secure Hosting Bundle Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.

P P

Provide two (2) redundant electrical feeds for the cabinets in the Schedule.

P

Provide security access cards or codes.

P

Provide 24x7 access to the Space.

P

Abide by site access policy as defined in this Services Guide.

P

Provide Standard Monitoring Services for devices in the Schedule.

A

P

Provide Operational Support Services for devices in the Schedule.

A

P

Provide notice within documented Lead-Time-times for requested Standard Tasks.

P

Schedule vendor(s) as required when executing requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.

P A

P

Provide support for Immediate Tasks.

P

Provide cabinets as contracted for in the Schedule

P

Install cabinets as contracted for in the Schedule.

P

Provide security access cards or lock and key.

P

39

Services Guide 6.0.0 Secure Hosting Bundle Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required


Add Device

10

5

Y

Add a device to the Space

Remove Device

10

5

Y

Remove a device from the Space

Add Cabinet

15

10

Y

Add a cabinet to the Space

Remove Cabinet

10

5

Y

Remove a cabinet from the Space

Increase Space

20

15

Y

Cable Management

10

5

Standard Tasks

Description

Increase Space allocation (site dependant) Arrange, label, or connect cables per request.

Immediate Tasks

Description

Electrical Failure

Investigate & resolve electrical problems in the Space.

Temperature Failure

Investigate & resolve cooling problems in the Space.

Security Failure

Investigate & resolve physical security problems in the Space.

Note: Additional Secure Hosting Bundle tasks are defined under Standard Monitoring and Operational Support Services.

40



Provide Hosting Requirements Form. Complete & return Hosting Requirements Form.

SunGard

Full Infrastructure Management Space - Responsibilities

Customer

SunGard’s Full Infrastructure Management Space is an exclusive offering available in select SunGard facilities and includes the required Space and Power needed to support all servers managed by SunGard with Operating System Management Advanced or Enterprise Services, as defined herein, and as set forth in the Schedule with the corresponding Rack Unit (“RU”); In order for Full Infrastructure Management Space to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.

P P

Provide two (2) redundant electrical feeds for the Customer-provided or SunGard-provided Equipment in the Schedule.

P

Provide required rack Space and Power for devices being managed in the Schedule.

P

Provide Operational Support Services for devices being managed in the Schedule.

A

Provide notice within documented Lead-Time-times for requested Standard Tasks.

P

Schedule vendor(s) as required when executing requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.

P

P A

P


P

Provide cabinet Space for devices being managed in the Schedule.

P

41


Full Infrastructure Management Space Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required


Add Device

10

5

Y

Add a device to the Space

Remove Device

10

5

Y

Remove a device from the Space

Add Cabinet

15

10

Y

Add a cabinet to the Space

Remove Cabinet

10

5

Y

Remove a cabinet from the Space

Increase Space

20

15

Y

Increase Space allocation (site dependant)

Standard Tasks

Description

Immediate Tasks

Description

Electrical Failure

Investigate & resolve electrical problems in the Space.

Temperature Failure

Investigate & resolve cooling problems in the Space.

Security Failure

Investigate & resolve physical security problems in the Space.

Secure Hosting Services Delivery Notes & Limitations Site Access Temperature

All visitors must comply with the Site Access Policy set forth in the final Section of this Services Guide. SunGard maintains adequate cooling within your Space as measured by the HVAC system. Certain device configurations and heavily loaded cabinets or racks can produce temperature conditions deemed inappropriate. In such case, SunGard may require Customer to contract for additional Space in order to ensure compliance with manufacturer temperature specifications. SunGard ensures that conditioned air circulation is directed to areas housing computer Equipment and peripherals. Customer acknowledges that there may be times when corridors and areas, not housing Equipment, are perceptibly warmer than what is required for computer Equipment.

42


SUPPORT SERVICES Hardware Installation Services

Deliver SunGard-provided Equipment to SunGard facility. Deliver Customer-provided Equipment to SunGard facility.

SunGard

Hardware Installation Services Responsibilities

Customer

SunGard’s Hardware Installation Services provide for the one-time installation of the hardware devices (Equipment) identified in the Schedule for Managed IT Services into the contracted for Space. In order for the Hardware Installation Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.

P P

Notify Customer of receipt of Equipment and of damage or other exceptions.

P

Provide packing lists and other shipping documents to Customer.

P

In accordance with OEM vendor specifications, contract for sufficient Space to accommodate Customer and or SunGard-provided Equipment at the Designated SunGard Facility.

P

Provide Equipment list & installation requirements (shelf location, special Power, etc.)

P

Assemble cabinet or “rack based” Equipment as required.

P

Install Customer-provided Equipment into cabinet or rack in accordance with Customer provided requirements.

P

Install SunGard-provided Equipment into cabinet or rack per OEM vendor specifications or SunGard requirements.

P

Arrange cables within cabinet or rack per Customer provided requirements.

P

Connect Equipment to power source within the cabinet or rack.

P

43



Request execution of Immediate Tasks through the Service Desk.

P

Assign technical support for Immediate Tasks within 15 minutes of request. If applicable, provide written instructions for the insertion and ejection of removable media, as well as procedures for the preparation of media for pickup by Customer’s off-site vendor. Execute requested Immediate Tasks.

SunGard

Operational Support Services Responsibilities

Customer

SunGard’s Operational Support Services provide for SunGard on-site technical support personnel to perform manual tasks, as requested by the Customer, associated with the devices identified in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.

P P

P


Immediate Tasks

Standard Lead-Time Critical Lead-Time Schedule Required

Operational Support Services Tasks

Description

Power Cycle

Request to power reset server or device.

Inspect Equipment

Request to inspect external conditions on server or device.

Enter Commands

Request to enter specific commands on server or device.

Handle Media

Insert or swap tape or CD.

44


Support Services Delivery Notes & Limitations Receipt of Equipment

Power

Supported Equipment Other Services

45

Delivery of Customer Equipment to a SunGard facility must be prescheduled. SunGard will not accept C.O.D. deliveries. SunGard will notify Customer within one (1) business day of receipt of Customer’s shipment. If Customer does not acknowledge or confirm receipt of SunGard’s notification regarding an Equipment delivery within three (3) business days of receipt, the Equipment may be returned to Customer at Customer’s expense. It is Customer’s responsibility to promptly inventory all Customer Equipment received at the SunGard facility unless otherwise agreed to in writing between the parties. If Equipment is provided with redundant power feed capability, SunGard will connect each feed to separate and redundant power sources (provided that Customer cabinet or rack has dual feed capability). Equipment must connect to standard 20 Amp AC service. It should be noted that certain requirements may result in time and material charges to provide appropriate power connections. Hardware Installation Services are provided for rack-mounted devices currently supported by the OEM only. Hardware Installation Services do not include ongoing Equipment support, OS or Software support, DB support, performance analysis, capacity planning, design and architecture, or any other service not previously identified.


SERVER SERVICES Equipment Management Services

Customer

Equipment Management Services Responsibilities

Select Equipment from supported vendors and models.

P

Purchase of selected Customer-provided Equipment. 1

P

Purchase of selected SunGard-provided Equipment. P

Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for Customer-provided Equipment.

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for SunGard-provided Equipment. Secure Software maintenance agreements for 24x7 OEM vendor support for Customer-provided Software.

P P

Secure Software maintenance agreements for 24x7 OEM vendor support for SunGard-provided Software.

P

Provide letter of agency for Customer-provided Equipment and Software maintenance agreement.

P

Provide verification of Equipment and Software maintenance agreements.

P

Provide verification of Software license agreements.

P

Provide maintenance agreement change notification.

P

Maintain vendor maintenance contract(s) for Customer-provided Equipment and Software.

P

Maintain vendor maintenance contract(s) for SunGard-provided Equipment are and Software. sheets

&

installation

guides

A P

In accordance with OEM vendor specifications, contract for sufficient Space to accommodate Customer and/or SunGard-provided Equipment

Provide specification Equipment.

SunGard

SunGard’s Equipment Management Services provide for the daily support of servers, storage systems, and other devices identified in the Schedule for Managed IT Services to which Customer has contracted for Equipment Management Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.

for

P

Customer-provided

P

Provide SunGard root security password and IDs for Customer-provided Equipment.

P

Maintain Equipment list in asset inventory.

P

Resolve reported or detected Equipment failures through maintenance vendor using reasonable efforts.

P

Provide notice within documented Lead-Times for requested Standard Tasks.

46

P

Schedule vendor as required when executing requested Standard Tasks.

SunGard

Equipment Management Services Responsibilities (continued)

Customer


P

Resolve disputes & Service issues with Customer selected maintenance vendor.

P

Test & verify SunGard implemented Standard Tasks.

A


P P

1

SunGard may assist Customer in the purchasing of selected Equipment & maintenance, but Customer shall in all cases be the actual “purchaser” of the Equipment.

Configure Device

10

2

Schedule Required

Standard Tasks

Critical Lead-Time


Standard Lead-Time

Equipment Management Services Tasks


Install CPU

5

1

Add CPU(s) to existing server or device.

Install Disk

5

1

Add Disk to existing server or device.

Install I/O Card

5

1

Add I/O Card to existing server or device.

Install Memory

5

1

Add Memory to existing server or device.

Install Power Supply

5

1

Add Power Supply to existing server or device.

Install System Board

5

1

Add System Board, Planer Board, and Daughter Board to existing server or device.

Move CPU

5

1

Move, Swap or Replace CPU(s) in existing server or device. Move, Swap or Replace Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc.

Move Device

5

5

Move Disk

5

1

Move, Swap or Replace Disk Drive in existing server or device.

Move I/O Card

5

1

Move, Swap or Replace I/O Card in existing server or device.

Move Memory

5

1

Move, Swap or Replace Memory in existing server or device.

Move Power Supply

5

1

Move, Swap or Replace Power Supply in existing server or device.

Move server

5

5

47

Y

Y

Move server to new shelf, location, and cabinet.


Move System Board

5

1

Move, Swap or Replace System Board, Planer Board, Daughter Board in existing server or device. Permanent removal of Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc.

Schedule Required

Standard Tasks (Cont)

Critical Lead-Time


Standard Lead-Time

Equipment Management Tasks (continued)

Remove Device

5

5

Remove Disk

5

1

Permanent removal of Disk Drive from existing server or Device.

Remove I/O Card

5

1

Permanent removal of I/O Card from existing server or device.

Remove Memory

5

1

Permanent removal of Memory from existing server or device.

Remove Power Supply

5

1

Permanent removal of Power Supply from existing server or device.

Remove server

5

5

Remove System Board

5

1

10

5

Upgrade Microcode

Y

Description

Y

Permanent removal of server from cabinet or location on floor. Permanent removal of System Board, Planer Board, Daughter Board from existing server or device.

Y

Upgrade version firmware.

or

revision

of

microcode

or

Immediate Tasks

Description

Power Cycle


Inspect Equipment


Enter Commands


CPU Failure

CPU has failed or reporting errors.

Disk Failure

Disk Drive has failed or reporting errors.

I/O Card Failure

I/O Card has failed or reporting errors.

Memory Failure

Memory has failed or reporting errors.

Power Supply Failure

Power Supply has failed or reporting errors.

Tape Drive Failure

Tape Drive has failed or reporting errors.

Device Failure

Control Unit, Director, DASD subsystem, Tape subsystem, Printer, Console, CD ROM, or other device failure.

48

Services Guide 6.0.0 Operating System Management Services Operating System Management Standard Services The following Services are included for the number of servers defined in the Schedule for Managed IT Services for which Operating System Standard Management Services have been contracted for: o o o

Advanced Monitoring – Operating System Equipment Management Services Data Backup Services (priced separately, but required)

As an option, Customer may elect to extend the contracted for Operating System Management Services to include support for direct attached storage device(s). Direct Attached Storage is, by definition, computer storage that is directly attached to only one server via an internal SCSI or SATA RAID controller. Direct Attached Storage devices are natively managed by the attached server’s operating system, and are not directly accessible to other servers without special support. Operating System Management Advanced Services The following Services are included for the number of servers defined in the Schedule for Managed IT Services for which Operating System Management Advanced Services have been contracted for: o o o

Advanced Monitoring – Operating System Equipment Management Services Data Backup Services (priced separately, but required)

Operating System Management Enterprise Services The following Services are included for the number of servers and their virtual/logical partitions defined in the Schedule for Managed IT Services for which Operating System Management Enterprise Services have been contracted for: o o o o o o

Advanced Monitoring – Operating System Equipment Management Services Operating System Management Advanced Partition Management Cluster Management Data Backup Services (priced separately, but required)

Note: “Enterprise Servers” are defined as servers capable of running multiple OS instances on one hardware platform, where the OS instances are isolated from each other through logical (Software/firmware) or physical (hardware) partitioning; or Servers configured in an application cluster. Examples of Enterprise Servers:     

49

IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire™ & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux)

Services Guide 6.0.0  

Sun Cluster (on Solaris) Servers configured using Oracle RAC

Note: In order for SunGard to provide Operating System Management Enterprise Services, at SunGard’s discretion, Customer may be required to provide the appropriate management console (hardware and Software), for SunGard’s exclusive use, to manage the servers with logical and/or physical partitions. For example purposes, in order for SunGard to manage an IBM pSeries or iSeries server with LPARs, Customer must supply the appropriate IBM Hardware Maintenance Console (HMC), which will be accessed exclusively by SunGard. Examples of Direct Attach Storage Devices:   

Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24

Note: The requirements for support of a DAS device are:  The DAS device must be from the same vendor as the server to which it is being attached  The tools used to manage the DAS device must be the same tools used to manage the internal disks in the server  There are no network switches, external controllers or third party Software used to enable the connection to the device

50


Operating System (OS) Management Standard Services SunGard’s Operating System (OS) Management Standard Services provide for the day-to-day support, in conjunction with a Customer’s internal IT team, of the server OS as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide System Management Requirements Form.

SunGard

OS Management Standard Services Responsibilities

Customer

Please note that OS Management Standard Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.

P

Complete System Management Requirements Form.

P

Provision OS Software products from supported vendors.

P

Provide specification sheets for Software.

P

Authorize SunGard to install management Software & agents.

P

Allow connectivity to the server from the SunGard management infrastructure.

P

Provide dedicated backup and management network interface cards.

P

Perform initial OS installation and configuration.

P

Perform quarterly assessment of vendor recommended Software maintenance updates.

P

Perform continuous assessment of vendor recommended critical security patch updates and apply as requested.

P

Notify Customer of vendor recommended Software maintenance & release changes and apply as requested.

P

Manage shared control of OS security privileges.

A

P

Design and implement OS logical backup procedures.

A

P

Design and implement OS recovery procedures.

P

Install anti-virus Software on all managed Windows servers Provide notice within documented Lead-Times for requested Standard Tasks.

P P

Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.

51

P A

P P


Backup Configuration OS Level Upgrade OS Patch

5

1

Configure backups for OS file systems.

10

5

Apply OS patch bundle (Service Pack).

5

1

OS Version Upgrade

15

5

Security Hardening

5

5

Hostname Change

5

2

Security Rules

5

1

Schedule Required

Standard Tasks

Critical Lead-Time

OS Management Standard Services

Standard Lead-Time

OS Management Standard Tasks

Description

Apply single OS level patch. Y

Upgrade OS to newer version. Apply security-hardening updates to OS.

Y

Change Hostname of the computer Modify data security rules.

Immediate Tasks1

Description

Connection Failure

Investigate connectivity failure, inability to access OS or application, port down, etc.

CPU Utilization

Investigate CPU utilization exceeding threshold.

Disk Utilization

Investigate Disk utilization exceeding threshold.

File System Capacity

Investigate file system capacity exceeding threshold.

Internet Failure

Investigate failure of network processes HTTP, FTP, DNS, etc.

Memory Utilization

Investigate memory utilization exceeding threshold.

Process Down

Investigate process failure, process down or runaway process.

Restore OS Files

Request to restore files from OS backups.

System Failure

Investigate OS failure, kernel panic, and system crash.

System Restart

Request to restart OS.

Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Application Support – System Utility Services. 1

For these tasks, SunGard will follow a pre-defined Customer-supplied written procedure. If no procedure is provided, then SunGard will notify the designated Customer contact(s) in accordance with standard SunGard policy, when a designated threshold is exceeded or a failure has been detected.

52


Operating System (OS) Management Advanced Services SunGard’s Operating System (OS) Management Advanced Services provide for dayto-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Customer

OS Management Advanced Services Responsibilities


SunGard

Please note that OS Management Advanced Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.

P


P


P

Provide specification sheets & installation guides for Software.

P


P


P


P

Configure hardware RAID for operating system and program files.

P

Perform initial OS installation and configuration. configuration of management Software & agents.

P

Also, installation and

Provide start-up/shutdown documentation for the server.

P

Perform quarterly assessment of vendor recommended Software maintenance updates and apply as requested.

P

Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via SunGard’s Portal and apply as requested.

P

Provide OS “hardening” recommendations as requested.

P

Define OS “hardening” requirements.

P

Accept OS “hardening” procedures or provide written authorization to bypass.

P

Maintain control of root/Administrator security password and IDs1 Administration of 10 Active Directory and/or LDAP accounts. Design and implement OS logical backup procedures.

2

A P

A

P

A

P


P

Install anti-virus Software on all managed Windows servers

P

53

Monitor Customer’s volumes for disk space thresholds and alert Customer.

A

If Customer contracts for Full Infrastructure Management Space, SunGard will provide the Space and the redundant Power for the server. Provide notice within documented Lead-Times for requested Standard Tasks.

SunGard

OS Management Advanced Services Responsibilities (continued)

Customer


P P

P

Perform requested Standard Tasks.

P


A


P P

1

Reference the 'Customer Administrator/Root Access' in the Server Services Notes & Limitation section for further information regarding shared access.

Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires that Customer must contract for Managed Access Services. 2

OS Management Advanced Services Tasks

Critical Lead-Time

Backup Configuration

5

1


File System Copy

5

1

Move File systems between partitions or devices.

File System Create

2

1

Create File system, partition or volume.

Standard Tasks

File System Move

Schedule Required

Standard Lead-Time

OS Management Advanced Services

Description

5

1


10

5

Install DNS, FTP, HTTP, SMTP, Sendmail, etc.

Monitoring Configuration

3

1

Install & configure OS monitoring agent.

OS Build

5

2

OS Configuration

5

1

Configure OS Parameters, Kernel, Start-Up, Devices, etc.

OS Level Upgrade

10

5


Internet Configuration

OS Patch

Y

Initial build of OS on new server or re-build on existing server.

5

1

OS Version Upgrade

15

5

Apply single OS level patch.

Security Hardening

5

5

Apply security-hardening updates to OS.

Security Rules

5

1

Modify data security rules.

Hostname Change

5

2

Y

Y

Upgrade OS to newer version.

Change Hostname of the computer

Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Application Support – System Utility Services.

54

Services Guide 6.0.0 OS Management Advanced Services (continued)

Immediate Tasks

Description

Connection Failure


CPU Utilization


Disk Utilization




Internet Failure


Memory Utilization


Process Down


Restart Application

Request to restart application.

Restore OS Files


Swap Utilization

Investigate threshold.

System Failure


System Restart


55

swap

space

utilization

exceeding


Operating System (OS) Management Enterprise Services SunGard’s Operating System (OS) Management Enterprise Services provide for the day-to-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for LAN Services (for the physical network) and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that OS Management Enterprise Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, LAN Services (for virtual networks configured within the Server) and Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.


SunGard

Customer

OS Management Enterprise Services Responsibilities

P


P


P


P


P


P


P


P

Perform initial OS installation and configuration. Also, installation and configuration of management Software and agents.

P

Provide start-up/shut down documentation for the server.

P


P

Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via the MySunGard.com as necessary.

P

Notify Customer of vendor recommended Software maintenance and release changes via SunGard’s Portal and apply as necessary.

P

Provide OS “hardening” recommendations

P


P


P

Maintain control of root security password and IDs1 Administration of 10 Active Directory and/or LDAP accounts. Design and implement logical or physical partitions. Design and implement OS logical backup procedures.

56

A P

2

A

P

A

P P


SunGard

Customer

OS Management Enterprise Services Responsibilities (continued)

Install and maintain Customer-provided and SunGard supported clustering application.

P

Provide support for a flat Active Directory

P

Design and implement OS restoration procedures.

P


P

Monitor Customer’s volumes for disk space thresholds and alert customer

A

If Customer contracts for Full Infrastructure Management Space, SunGard will provide the Space and the redundant Power for the server. Provide notice within documented Lead-Times for requested Standard Tasks.

P P

P


P


A


P P

1


Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires Managed Access Services. 2

OS Management Enterprise Services Tasks

Critical Lead-Time

Backup Configuration

5

1


File System Copy

5

1


File System Create

2

1


File System Move

5

1


10

5



3

1


OS Build

5

2

OS Configuration

5

1


OS Level Upgrade

10

5


Standard Tasks


OS Patch

Schedule Required

Standard Lead-Time

OS Management Enterprise Services

Y

Description

Initial Build of OS on new server or Re-Build on existing server.

5

1

OS Version Upgrade

15

5

Security Hardening

5

5


Security Rules

5

1


57




Hostname Change

Schedule Required

Standard Tasks

Critical Lead-Time

OS Management Enterprise Services

Standard Lead-Time

OS Management Enterprise Services Tasks (continued)

5

2

Y

Description Change Hostname of the computer or partition.

Create Partition

10

5

Y

Create a logical or physical partition on server.

Delete Partition

5

1

Y

Delete a logical or physical partition on server.

Modify Partition

5

1

Start Partition

1

Stop/Suspend Partition

5

1

DOWN a partition on a server.

Move Partition (Cold)

5

1

Move a partition from one cluster to another via file copy and restart procedures.

Move Partition (Live)

5

1

Move a live partition from one cluster to another via OS supported methodology.

Reboot Partition

5

1

Restart a logical or physical partition

Modify the configuration of a logical or physical partition. UP a partition on a server.

Please note that any SunGard-provided support of Software Utilities requires a Schedule on which Customer has contracted with SunGard for Application Support System Utility Services.

Immediate Tasks

Description

Connection Failure

Investigate Connectivity failure, inability to access OS or application, port down, etc.

CPU Utilization


Disk Utilization



Investigate File System capacity exceeding threshold.

Internet Failure


Memory Utilization

Investigate Memory utilization exceeding threshold.

Process Down


Restart Application


Restore OS Files


Swap Utilization


System Failure


System Restart


58

Swap

space

utilization

exceeding

Services Guide 6.0.0 Server Services Delivery Notes & Limitations Availability

Licenses

Logs Unsupported Software

Other Services OS Partitions

Supported Hardware

Supported Operating Systems

59

For failures of the Equipment & Software for which Customer has contracted for any Server Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the third party maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole recourse for Equipment and Software failure lies with the OEM or maintenance vendor. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide OS Management Standard, Advanced and Enterprise Services. OS logs are monitored from the SunGard management fabric for alert and critical level conditions. OS logs are not manually reviewed unless a problem is detected. Failures associated with user written or other Software not under contract with SunGard for Services will be investigated solely to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. Server Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not previously identified in the Standard Tasks for that Service. Non partitioned servers are only supported by OS Management Standard or Advanced Services, which provides for OS Management of one (1) OS instance. Servers with multiple OS partitions are only supported by OS Management Enterprise Services. In order to effectively manage servers supported by OS Management Enterprise Services, all OS partitions on the server must be managed and separately identified in the Schedule for Managed IT Services. SunGard supports the server class computers from the following manufactures: Dell, HP, IBM and Sun. Due to integrated components within Blade servers, support for Blade servers from the manufacturers listed in the first sentence is on a caseby-case basis. SunGard only supports HP-UX, IBM AIX and OS400, Microsoft Windows (server Editions), Red Hat Linux Enterprise Edition, and Sun Solaris (SPARC) Operating Systems that are not End of Life (EOL). Support for OS's that have been recently released or nearing EOL, should be confirmed with the SunGard’s systems services group.


Server Services Delivery Notes & Limitations (continued) Customer Administrator/Root Access

Supported Clustering Utilities

Active Directory

60

SunGard will allow shared root access or administrator access provided:  SunGard maintains control of a root or administrator security password and ID.  Customer’s access is traceable via a SunGard supplied process. For Operating System (OS) Management Enterprise Services only, SunGard supports the following clustering utilities: HP ServiceGuard, IBM HACMP, Microsoft Windows Clustering Services, Sun Cluster, and Veritas Cluster server. Support for clustering utilities that have been recently released or nearing EOL, should be confirmed with SunGard’s Systems Services group. In order for SunGard to Manage an Active Directory server:  There must be two servers dedicated exclusively as Active Directory domain controllers for each domain to be managed.  OS Management Advanced or Enterprise Services must be contracted for on all Active Directory domain controllers  SunGard will manage a one (1) Organizational Unit.  SunGard will manage a one (1) custom Group Policy.  Customer must provide the design details of all Active Directory components to be managed by SunGard.  Administration for more than ten (10) Active Directory accounts or one (1) Organizational Unit by SunGard, requires Managed Access Services.


Server Services Delivery Notes & Limitations (continued) VMware

61

The following apply to VMware ESX Servers.  In order to manage VMware ESX servers, SunGard requires that all VMware servers under management be connected to SunGard’s management infrastructure (with a SunGard management switch with layer 3 capabilities) and VMware Virtual Center console, which are exclusively accessed by SunGard. o Note: VMware ESX servers are limited to one (1) VMware Virtual Center console connection, therefore a VMware ESX server may not be connected to another VMware Virtual Center console for Customer use.  In order to support VMware ESX’s VMotion, VMotion DRS and HA options: o A minimum of four (4) 10/100/1000 Ethernet network adapters per server are required; one (1) for Production, one (1) for server-to-server heart beat; one (1) for Data Backup Services; and one (1) for Monitoring and Management Services. o A Storage Area Network (SAN) is required and must be designed to enable all the VMware ESX servers in a VMotion, VMotion DRS or HA cluster have: o Connectivity to all SAN LUNs (Fibre Channel) used by the virtual machines. o Access to the same physical networks. o Compatible CPUs.  If the virtualized environment within a VMware ESX server contains multiple virtual network tiers (ie. Web, Application, Database), a 10/100/1000 Ethernet network adapters will be required for each tier to support Data Backup Services. Data Backup Services for further information.  The following VMware options are not supported: o Snapshots o Consolidated Backup


APPLICATION SERVICES SunGard has enhanced the portfolio of available Application Services to include: Managed Citrix® Services; Managed Exchange Services; Managed SAP® Services and Managed Oracle eBusiness® Suite Services. In order to support these Services and simplify the contracting of Application Management Services, SunGard has changed the way Application Services are represented on the Schedule for Managed IT Services and defined within the Services Guide, as described below. Application Services will be represented on the Schedule for Managed IT Services with Application Service Name followed by the underlying Operating System Management Services Name being contracted for by Customer For Example: Managed SAP Services with Operating System Management Advanced Services Managed SAP Services with Operating System Management Enterprise Services

62


Standard Application Support – Database Services THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT STANDARD APPLICATION SUPPORT – DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICES. SunGard’s Standard Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide Database Management Requirements Form.

P

Complete Database Management Requirements Form.

P

Provision licensed Software products from supported vendors.

P

Provision DB Software maintenance agreements for 24x7 OEM vendor support.

P

Provide specification sheets and installation guides for DB configuration requirements.

P

Provide verification of Software license and Software maintenance agreements.

P

Provide letter of agency for Software maintenance agreements.

P


P

Maintain vendor maintenance contracts for Software.

P

Perform initial DB Software product installations & configurations. Perform assessment of Software maintenance or version updates.

SunGard

Standard Application Support - Database Services Responsibilities

Customer

Please note that Standard Application Support – Database Services is a bundled Service, which includes OS Management Standard Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services – Operating System and Advanced Monitoring Services – Database. Please refer to each Service defined herein for additional Service descriptions.

P P

Install and configure monitoring agent in accordance with Requirements Form

P

Design and implement DB backup procedures.

A

P

Design and implement DB recovery procedures.

A

P

Provide sufficient space and target system downtime for test DB restores.

P

Access to user with full DB rights (SYSDBA, SA)

P

63

Manage shared control of DB security privileges.

P


P


SunGard

Standard Application Support - Database Services Responsibilities (continued)

Customer


A P

Test and verify SunGard implemented Standard Tasks.

A


P P

Standard Application Support - Database Services Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Standard Application Support – Database Services

DB Software Installation

15

10

Y

New DB Build

10

5

New DB Conversion

15

10

Standard Tasks

New Build Monitor Setup

Description Install DB Software on server Add new DB to server

Y

Migrate / move existing DB to server

5

3

Monitoring setup for new DB build

10

5

Install / configure DB component or new feature

5

3

DB backup setup as outlined in backup procedure

15

5

DB Patch

5

3

Apply DB patch as recommended by vendor support

DB Restore (Production)

2

1

Request to restore DB

DB Restore (Development / test)

5

3


New Feature Install DB Backup Setup DB Version Upgrade

Y

DB version upgrade, once annual

Immediate Tasks

Description

DB Connection Failure

Investigate connectivity failure, inability to access DB or application, or port down. *

DB Restart

Request to restart Database.

DB System Failure

Investigate DB failure, hang or crash. *

Database Monitoring Event

Investigate threshold alert

*For these tasks, SunGard will follow a pre-defined Customer written procedure. If no procedure is provided, then SunGard will notify the designated Customer contacts when a designated threshold is exceeded or failure has occurred in accordance with standard SunGard policy.

64


Advanced Application Support – Database Services THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT ADVANCED APPLICATION SUPPORT – DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICES. SunGard’s Advanced Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor, The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


SunGard

Advanced Application Support – Database Services Responsibilities

Customer

Please note that Advanced Application Support – Database Services is a bundled Service, which includes OS Management Advanced Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services – Operating System and Advanced Monitoring Services – Database. Please refer to each Service defined herein for additional Service descriptions.

P


P


P


P

Provide specification sheets & installation guides for DB configuration requirements.

P

Provide verification of Software license & Software maintenance agreements.

P


P


P


P

Perform initial DB Software product installations & configurations.

P

Perform annual assessment of vendor recommended Software release/version updates.

P

Perform continuous assessment of vendor recommended critical security patch updates.

P

Notify Customer of vendor recommended Software patch, maintenance & release changes.

P

Install and configure monitoring agent based on Requirements Form

P

65

SunGard

Advanced Application Support – Database Services Responsibilities (continued)

Customer



A

P


A

P

Manage control of DB security privileges.

A

P


P


P


A


P P

Standard Lead-Time

Critical LeadTime

Schedule Required

Advanced Application Support – Database Services Tasks


15

10

Y

New Database Build

10

5

New Database Conversion

15

10

Advanced Application Support – Database Services Standard Tasks


Description Install DB Software on server Add new or reinstall DB to server

Y


5

3


10

5


DB Backup Setup

5

3

Configure DB Logical Backups.

DB Backup Execution

3

1

Execution of DB backup including exports

New Feature Install

DB Configuration Change

3

1

Any DB configuration change & tuning parameter

DB Security

3

1

Add / change / delete user role

DB Storage

3

1

Add / change / delete DB storage

DB Reorgs

5

3

Reorganize tables, indexes or table spaces

DB Copy /Move / Refresh

5

3

DB copy / move / refresh between partitions on supported server

15

5

DB Patch

5

3



2

1



5

3


DB Version Upgrade

66

Y


Services Guide 6.0.0 Advanced Application Support – Database Services Tasks (continued)

Immediate Tasks

Description


Investigate failure to connect to DB

DB License Failure

Investigate Software license failure.

DB Security Failure

Investigate security failure, blocked access or system compromised.

DB Monitoring Event


DB Restart

Request to restart DB.

DB System Failure

Investigate DB failure, hang or crash.

DB Performance

Investigation of performance issues

67


Managed Database Services SunGard’s Managed Database Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Database Services include Advanced Monitoring Services – Database and are available with either Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available depending on the Operating System Management Services selected in conjunction with Managed Database Services.

SUMMARY TABLE Managed Database Services with Operating System Management Advanced Services 

Managed Database Services with Operating System Management Enterprise Services 

Equipment Management





Physical Server Installation





Asset Management





Online Reports





Provision and Manage Tape Backup





24x7 Troubleshooting





Proactive Patch Management Initial OS & Database Provisioning & Installation Full System and Database Administration Maintain sole control of related administrative/service security password and IDs Cluster Management

















PRIMARY ACTIVITIES 24x7 Monitoring

Partition Management

68

 

Customer

Managed Database Services Responsibilities

Provide Managed Database Services Requirements Form.

P

Complete Managed Database Services Requirements Form. Size necessary hardware database requirements.

and

Software

to

SunGard


accommodate

P Customer’s

P

Provision supported version of database Software from vendor or contract for supported version of database Software from SunGard’s Software Licensing Services offering.

P

Provision database Software maintenance agreements for 24x7 OEM vendor support 1.

P

Provide letter of agency for database Software maintenance agreement1.

P

Provide database Software maintenance agreement change notification1.

P

1

Maintain vendor database Software maintenance contracts .

P

Provide initial Database Software installation specifications.

P

A

A

Perform initial database Software product installations & configurations as required.

P

Provide Advanced Monitoring Services - Database Form.

P

Services Requirements

Complete Advanced Monitoring Services - Database Services Requirements Form.

P

A

Install and configure database Software monitoring agents based on Advanced Monitoring Services – Database Requirements Form

P

Monitor and report on database application with regard to availability.

P

Provide remedial support for database Software related incidents identified through monitoring or as a result of an incident reported by Customer.

P

Perform annual assessment of vendor recommended release/version updates (upon Customer request).

P

69

Software

SunGard

Managed Database Services Responsibilities (continued)

Customer


Notify Customer via SunGard’s Portal of vendor recommended Software maintenance release/version updates and apply upon request.

P

Notify Customer of vendor recommended critical security patch updates and apply as requested.

P

Design and implement database backup procedures.

A

P

Design and implement database recovery procedures.

A

P

Maintain sole control of related administrative/service security password and IDs.2

P

Install and configure database clustering on supported Servers. ONLY APPLICABLE WHEN DATABASE MANAGEMENT IS DELIVERED IN CONJUNCTION WITH OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES.

P

Test and verify connectivity.

P

Startup and shutdown processes as needed with regard to database availability.

P

Configure remote access.

P


P


P A

P P

1

Not applicable if Customer contracts for database Software from SunGard’s Software Licensing Services. In such case, the maintenance support agreement will be managed by SunGard. 2


70


Managed Database Services Tasks

Standard Lead-Time

Critical Lead-Time

Schedule Required

Managed Database Services


15

10

Y

New Database Build

10

5


15

10

5

3


10

5


DB Backup Setup

5

3

Configure DB Logical Backups.

DB Backup Execution

3

1



3

1


DB Security

3

1


DB Storage

3

1


DB Reorgs

5

3

Reorganize tables, indexes or tablespaces


5

3


15

5

5

3

15

10

Installation and configuration of non-standard solutions and applications


2

1

Request to restore DB in the event of a hardware failure or SunGard related issue


5

3

Request to restore DB in the event of a hardware failure or SunGard related issue

Standard Tasks

New Build Monitor Setup New Feature Install

DB Upgrade DB Patch New non-standard solutions/applications


Y

Y


DB point release upgrades Apply DB patch as recommended by vendor support

Immediate Tasks

Description



DB License Failure


DB Security Failure


DB Monitoring Event


DB Restart


DB System Failure


DB Performance


71


Managed Citrix Services SunGard’s Managed Citrix Services provide for the support of Citrix Presentation Server as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Managed Citrix Services for Citrix environments consisting of two or less servers, include installation, configuration and management of a Microsoft SQL Server Desktop Engine ®(MSDE) database on the Citrix server for the Citrix Data Store. For environments with three or more Citrix servers, SunGard requires a separate SQL server database for the Citrix Data Store and licensing data. In order to meet the SQL database requirement, Customer must contract with SunGard for Managed Database Services (Advanced or Enterprise). The SQL Database does not have to be dedicated to the Citrix environment, i.e. it could be a separate instance on an existing Customer database server managed by SunGard. Please note that Managed Citrix Services include: (a) Operating System Management Advanced or Enterprises Services; and (b) Managed Database Services (applicable to environments with 3 or more Citrix servers). Please refer to the Services defined herein for additional description, as well as the summary table below of Managed Citrix activities.

SUMMARY TABLE PRIMARY ACTIVITIES 24x7 Monitoring

72

Managed Citrix Services with Operating System Management Advanced or Enterprise Services 







Asset Management









Proactive Patch Management Initial OS & Citrix Provisioning & Installation Full System and Citrix Administration Maintain sole control of related administrative/service security password and IDs Citrix Farm (load balancing and failover) Management

    

Provide Managed Citrix Services Requirements Form.

SunGard

Managed Citrix Services Responsibilities

Customer


P

Complete Managed Citrix Services Requirements Form.

P

Size necessary hardware and Software to accommodate Customer’s Citrix requirements.

P

A

Perform initial Citrix installation & configuration as required on the hosted Citrix infrastructure.

A

P

Procure the required number of Microsoft® Terminal Services licenses based on the number of concurrent users.

P

Install the Microsoft Terminal Services licenses provided by Customer. Procure the required number of Citrix “Concurrent User Connection” licenses based on the number of concurrent users.

P P

Install the Citrix Concurrent User Connection licenses provided by Customer.

P

Procure and maintain Citrix “Subscription Advantage” Software maintenance.

P

Procure and maintain vendor contract for Citrix technical support.

P

Provide letter of agency for Citrix maintenance support contract.

P

Procure and install Customer owned Citrix applications.

P

Publish Citrix “certified” Customer owned applications.

A

P

Install and configure the database instance for Citrix Data Store.

P

Install Microsoft supplied default print drivers and the current Citrix universal print driver, as requested.

P

Install and support third-party print drivers.

P

Troubleshoot end-user print issues.

P

Provide remedial support for Citrix related incidents identified through monitoring or as a result of an incident reported by Customer.

P

Configuration of Citrix Farms and Sub Farms, including Citrix load balancing and failover parameters.

A

Setup, maintenance and distribution of Citrix Client Software to end-users.

P

P

Perform annual assessment of vendor recommended Software release/version updates upon request.

P

Provide Customer a list of vendor recommended Software maintenance release/version updates and apply as requested.

P

Provide Customer a list of vendor recommended critical security patch updates and apply as requested.

P

End user account administration.

P

Support for remote desktop support and/or roaming profiles.

P

Verification and validation of published applications and desktops.

P

Provide recommended Citrix backup policies.

P

Request implementation of Citrix backup policies.

P

Provide notice within documented lead-times for requested Standard Tasks.

P

73

A

A


SunGard

Managed Citrix Services Responsibilities (continued)

Customer


P

Test & verify Vendor implemented Standard Tasks.

A


P P

Managed Citrix Services Tasks

Standard Tasks

Standard Lead-Time

Critical Lead-Time

Schedule Required

Managed Citrix Services

Citrix Re-Build

5

2

Y

Citrix Configuration Changes

5

1

Configure requested changes to parameters, OS, start-up, devices, etc.

Publish Application

5

2

Publishing of Citrix application

Citrix Patch

5

1

Apply single Citrix level patch

Citrix Upgrade

10

5

Y

Perform point release upgrades (i.e., Presentation Server 4.0 to 4.5).

Citrix Edition Upgrade

15

5

Y

Perform upgrade to new Citrix edition (i.e., Standard to Enterprise).

Description

Re-Build of Citrix server on existing server. Citrix

Immediate Tasks

Description

Connection Failure


Process Down

Investigate process failure, process down runaway process.

Restart Application


Security Failure

Investigate security failure, revoked user, blocked access, system compromised.

Software License Failure

Investigate Software License failure.

74

or


Managed Exchange Services SunGard’s Managed Exchange Services provide for support of the number of Microsoft Exchange servers and mailboxes as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Exchange Services include Advanced Monitoring Services – Exchange and are available with either Operating System Management Advanced or Enterprise Services. Please refer to each Services Description for additional detail on each Service. The summary table below provides a list of available features depending on the Operating System Management Services selected in conjunction with Managed Exchange Services.

SUMMARY TABLE

Managed Exchange Services with Operating System Management Advanced Services 

Managed Exchange Services with Operating System Management Enterprise Services 











Asset Management





Online Reports















Proactive Patch Management Initial OS & Exchange Provisioning & Installation Full System and Exchange Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















75

 

Customer

Managed Exchange Services Responsibilities

Provide Managed Exchange Services requirements form.

P

Complete Managed Exchange Services requirements form.

P

Size necessary hardware and Software to accommodate Customer’s Microsoft Exchange requirements.

P

Provision supported version of Exchange Software from vendor or contract for supported version of Exchange Software from SunGard’s Software Licensing Services offering.

P

Provision Exchange Software maintenance agreements for 24x7 OEM vendor support1.

P

Provide letter of agency for Microsoft Exchange Software maintenance agreement1.

P

Provide Microsoft notification1.

P

Exchange

Software

maintenance

SunGard


agreement

change

Maintain vendor Microsoft Exchange Software maintenance contracts1.

P

Provide initial Microsoft Exchange Software installation specifications.

P

Provide detailed information about current email environment configuration including: number of mailboxes, user names, distribution lists, aliases, mailbox size, desktop OS, and location.

P

Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the managed servers.

P

Perform initial Microsoft Exchange Software installations & configurations as required.

A

P

Identifying end user application performance issues related to email delivery, and assist SunGard in identifying and characterizing performance bottlenecks.

P

Set and enforce mailbox size limits per SunGard recommendations.

P

Set and enforce message size limits per SunGard recommendations.

P

Ensure that each desktop accessing the Managed Microsoft Exchange environment is running a supported OS with a supported patch level.

P

Provide SunGard with approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software.

P

Install and manage Customer-provided and SunGard approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software.

P

Provide Microsoft Exchange Software monitoring requirements form.

P

Complete Microsoft Exchange Software monitoring requirements form.

P

A

Install and configure Microsoft Exchange Software monitoring agents.

P

Monitor and report Microsoft Exchange application for availability.

P

Provide remedial support for Microsoft Exchange related incidents identified through monitoring or as a result of an incident reported by Customer.

A

Perform email user account creation and administrative related tasks.

P

76

P

Customer

Managed Exchange Services Responsibilities (continued)

Provide email user technical support services.

P

Responsible for testing and certifying all non-SunGard supported third party vendor patches/updates prior to installation within the Exchange Servers environment.

P

SunGard


A

Perform annual assessment of vendor recommended Software release/version updates (upon customer request).

P

Notify Customer via SunGard’s Portal of vendor recommended Software maintenance release/version updates and apply as requested.

P


P


P

Design and implement logical backup & recovery of Software files.

A

P

Maintain sole control of related administrative/service security password and IDs. 2

P

Install and configure Exchange clustering on supported Servers. (ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES IS DELIVERED IN CONJUNCTION WITH OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES).

P


P


A


P P

Not applicable if Customer contracts for Exchange Software from SunGard’s Software Licensing Services, the maintenance support agreement will be provided and managed by SunGard. 1

2


Managed Exchange Services Tasks

Emergency Lead

10

5

component or new feature

Coordinate DNS Change

5

3

Create/delete/modified MX records

Create/delete/modifie d Mail Store/storage group

2

1

Create/delete requested

Standard Tasks

Schedule Required

Standard Lead

Managed Exchange Services

Description Install / configure Microsoft Exchange

New Feature Install

77

Mail

Store/storage

group

as


Emergency Lead

Create/delete/modifie d Mail connector

2

1

Create/delete mail connector

Install SSL Certificate

2

1

Install Customer or SunGard administered and provided SSL Cert

Create/delete/modifie d mail routing parameters

2

1

Create/delete/modified mail routing parameters

1

Ability to restore the mailbox is limited to retention period defined by Customer and does not include restoration from tape (Limited to two instances per year before additional fees apply)

3

Apply Microsoft Exchange Software patch as recommended by vendor support

Standard Tasks (continued)

Restore Deleted Mailbox from information store

2



Microsoft Exchange Software Patch

5

Schedule Required

Standard Lead

Managed Exchange Services

Description

Immediate Tasks

Description

Virus Outbreak

Investigate remediate virus outbreak

Security Breach

Investigate and remediate security breach

Software Failure

Investigate Software failure or crash.



Connection Failure


CPU Utilization


Disk Utilization

Investigate disk utilization exceeding threshold.



Internet Failure


Memory Utilization


Process Down

Investigate process runaway process.

Restart Application


Restore OS Files


Security Failure

Investigate Security failure, revoked user, blocked access, system compromised, etc.

Swap Utilization


System Failure


System Restart

Restart OS which will not impact availability.

78

file

Swap

system

capacity

failure,

space

process

utilization

exceeding

down

or

exceeding


Application Support - System Utility Services SunGard’s Application Support - System Utility Services provide for the day-to-day support of the system Software utilities as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must contract with SunGard for: a) LAN Services; b) OS Management Services; c) Data Backup Services; and d) a SunGard provided KVM switch and monitor. Supported applications under System Utility Services include: • Microsoft® Internet Information Services (IIS) • Apache® HTTP Server • RIM Blackberry® Enterprise Server • File Transfer Protocol (FTP) Servers that are packaged with the original Operating System release by the vendor.

Subscribe with SunGard for OS Management Standard, Advanced or Enterprise Services.

P

Provision Software products from supported vendors.

P

Provision Software maintenance agreements for 24x7 OEM vendor support.

P


P


P


P


P

SunGard

Application Support - System Utility Services Responsibilities

Customer

The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Perform initial Software installations and configurations as required.

P

Perform annual assessment of vendor recommended Software release/version updates (upon Customer request).

P


P

Provide hardening requirements as needed.

P

Accept hardening requirements or provide written authorization to bypass. Maintain control of related security password and IDs.

79

P P

Design and implement logical backup and recovery of Software files. Provide notice within documented Lead-Times for requested Standard Tasks.

SunGard

Application Support - System Utility Services Responsibilities (continued)

Customer


P P


P

Management (add/delete/modify) of end-user accounts.

P

Determining requirements & capacity planning.

P

A

Troubleshoot issues related to server operation.

A

P


A

P


P

Application Support - System Utility Services Tasks

Critical Lead-Time

Software Configuration

5

1

Configure Software initialization & tuning parameters.

Software Install

5

3

Install Software product.

Software Patch

5

1

Apply single patch to Software product.

10

5

Perform point release upgrades.

Standard Tasks

Software Upgrade

Schedule Required

Standard Lead-Time

Application Support System Utility Services

Description

Immediate Tasks

Description

Restore Software Files

Request to restore files from Software backups.

Software Failure



Investigate Software failure.

80


Managed SAP Services SunGard’s Managed SAP® Services provide SAP application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed SAP Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed SAP Services is contracted for with either Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available dependent upon the Operating System Management Services selected in conjunction with Managed SAP Services.

SUMMARY TABLE

Managed SAP Services with Operating System Management Advanced Services 

Managed SAP Services with Operating System Management Enterprise Services 











Asset Management





Online Reports










Proactive Patch Management Initial OS & SAP Provisioning & Installation Full System and SAP Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















81

 

Provide Managed SAP Services Requirements Form.

SunGard

Managed SAP Services Responsibilities

Customer


P

Complete Managed SAP Services Management Requirements Form.

P

Provision licensed SAP Software products.

P

Provision SAP Software vendor maintenance agreements.

P

Maintain SAP Software vendor maintenance agreements.

P


P

Provide SAP customer ID to facilitate support access.

P

Provision SAP system hardware.

P

Provision SAP system hardware vendor maintenance agreements.

P

Maintain SAP system hardware vendor maintenance agreements.

P

Initiate support requests for configuration changes, operational tasks and data actions events.

P

Provide and maintain Online Service System (OSS) connectivity to SAP.

P

Identify key SAP performance indicators and appropriate threshold levels for monitoring and reporting.

A

P

Document response requirements and escalation paths for various alert types.

A

P

A

P

Monitor and report system performance and trends. Adjust monitoring events and threshold levels as needed. Make recommendations regarding resource consumption and trends.

82

P P

Identify, troubleshoot and resolve system problems. Identify requirements for performance tuning.

SunGard

Managed SAP Services Responsibilities (continued)

Customer


P A

P

Propose enhancements to correct performance problems.

P

Conduct system performance tuning.

P

Submit SAP transport change requests.

P

Execute SAP transports. Provide incident resolution related to SAP technical transport issues.

P A

P

Provide incident resolution related to SAP functional transport issues

P

A

Maintain documentation of all SAP transport changes.

A

P

Maintain the SAP transport system.

P

Maintain documentation of SAP transport procedures. Identify SAP print requirements and driver standards.

P P

SAP printer output requests, media handling and port clearing.

P

Set up SAP print queues.

A

Manage SAP print queue interface.

A P P

Manage SAP print spool.

A

P

Resolve SAP print spool problems.

A

P

Create, manage and execute batch job schedule.

P

Monitor for critical batch job completion or failures.

P

Report and escalate critical batch job failures.

P

Define and escalate batch restart rules.

P

Perform batch job restarts.

P

Identify availability and suitability of SAP service packs, primary and secondary SAP application patches.

A

Validate infrastructure, and interoperability compliance for SAP patches. Approve installation of SAP application patches.

P P

P

Install SAP application patches in development and release to Customer for validation.

P

Install SAP application patches in test and release to Customer for validation.

P

Approve SAP application patch promotion to production.

P

Install SAP application patches to production.

P

Document SAP application patch technical changes.

P

Identify and communicate minimum SAP application version upgrade levels for supportability.

P

Identify and communicate desired SAP application version level (functionality upgrades). Validate infrastructure, and interoperability for SAP application version upgrade.

83

P P

Customer

Managed SAP Services Responsibilities (continued)

Develop detailed SAP application version upgrade technical project plan. Develop testing plan for SAP application version upgrades. Execute technical SAP application version development, test and production stages.

upgrade

to

plan

A

P

P

A

through

Execute validation steps to plan through development, test and production stages for new SAP application version level.

SunGard


P P

A

Begin production application administration on new SAP application version level.

P

Document SAP version upgrade technical changes.

P

Maintain Software release levels at least one step below the most current vendor release, or the minimum recommended vendor release level where applicable unless required by Customer for specific technical or functionality reasons.

P

Monitor SAP system data security for violations based on Customer security policies.

A

P

Report SAP system security violations for monitored activities.

P

Monitor user system activity.

P

Lock and unlock user IDs/sessions, if needed.

P

Manage SAP system security profiles and user IDs.

P

Manage SAP root and system administrator security.

P

Identify data backup and storage requirements.

P

Perform scheduled data backups per schedule.

P

Provide data backup handling, storage coordination and maintain media.

P

Store backed up data in a secure environment.

P

Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.

84

P A

P


Critical LeadTime

1

1

Execute SAP transport request

SAP print queue setup

2

1

Execute SAP print queue setup

Specific job management requests

1

1

Execute job management requests

SAP application patches

5

1

Planning and implementation for SAP primary and secondary application patches. applied as needed.

Managed SAP Services

Standard Tasks SAP transport processing

Description

Planning and implementation for SAP application version upgrade. Upgrades are limited to point release upgrades.

5

3

Configure SAP application backups

SAP application backup execution

3

1

Execution of SAP application backups

Managed SAP Services Immediate Tasks

Schedule Required

SAP application backup setup

Critical LeadTime

120

Standard Lead-Time

SAP upgrades

Schedule Required

Standard Lead-Time

Managed SAP Services Tasks

Description

Application connection failure

Investigate failure to connect to application

Application license failure


Application Security failure

Investigate security failure, blocked access or system compromised

Application monitoring event


Application restart


Application performance


85


Managed Oracle E-Business (EBS) Suite® Services SunGard’s Managed Oracle E-Business (EBS) Suite® Services provide Oracle EBS application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed Oracle EBS Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Oracle E-Business (EBS) Suite Services solids contracted for with Operating System Management Advanced or Enterprise Services. Please refer to each Service section defined herein for additional descriptions and requirements, as well as the summary table below for an understanding of which features are available depending on the Operating System Management Services selected in conjunction with Managed Oracle EBS Services.

SUMMARY TABLE

Managed Oracle EBS Services with Operating System Management Advanced Services 

Managed Oracle EBS Services with Operating System Management Enterprise Services 











Asset Management





Online Reports










Proactive Patch Management Initial OS & Oracle EBS Provisioning & Installation Full System and Oracle EBS Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















86

 

Provide Managed Oracle EBS Services Requirements Form.

SunGard

Managed Oracle E-Business (EBS) Suite Services Responsibilities

Customer


P

Complete Managed Oracle EBS Services Requirements Form.

P

Provision licensed Oracle EBS Software products.

P

Provision Oracle EBS Software vendor maintenance agreements.

P

Maintain Oracle EBS Software vendor maintenance agreements.

P


P

Provide Oracle EBS Customer ID to facilitate support access.

P

Provision Oracle EBS system hardware.

P

Provision Oracle EBS system hardware vendor maintenance agreements.

P

Maintain Oracle EBS system hardware vendor maintenance agreements.

P


P

Provide and maintain Oracle MetaLink online access for Software updates and level-3 vendor support.

P

Identify key Oracle EBS performance indicators and appropriate threshold levels for monitoring and reporting.

A

P


A

P


87

P A

P P

Identify, troubleshoot and resolve system problems.

SunGard

Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)

Customer


P

Identify requirements for performance tuning.

A

P


P


P

Review and analyze system logs and take corrective action.

P

Identify Oracle EBS print requirements and driver standards.

P

Oracle EBS printer output requests, media handling and port clearing.

P

Set up Oracle EBS print queues.

A

Manage Oracle EBS print queue interface.

A P P

Manage Oracle EBS print spool.

A

P

Resolve Oracle EBS print spool problems.

A

P


P


P

Define batch restart rules.

P


A

P

Identify availability and suitability of Oracle EBS application updates and patches.

A

P

Validate infrastructure, and interoperability compliance for Oracle EBS patches. Approve installation of Oracle EBS application patches.

P P

Install Oracle EBS application patches in development and release to Customer for validation.

P

Install Oracle EBS application patches in test and release to Customer for validation. Approve Oracle EBS application patch promotion to production.

P P

Install Oracle EBS application patches to production.

P

Identify and communicate minimum Oracle EBS application version upgrade levels for supportability.

P

Identify and communicate (functionality upgrades).

desired

Oracle

EBS

application

version

level

Validate infrastructure, and interoperability for Oracle EBS application version upgrade.

88

P P

SunGard

Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)

Customer


Develop detailed Oracle EBS application version upgrade technical project plan.

A

P

Develop testing plan for Oracle EBS application version upgrades.

P

A

Execute technical Oracle EBS application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new Oracle EBS application version level.

P P

A

Begin production application administration on new Oracle EBS application version level.

P

Document Oracle EBS version upgrade technical changes.

P


P

Monitor user system activity. Lock and unlock application level user IDs/sessions, if needed.

P P

Lock and unlock database level user IDs/sessions, if needed. Manage Oracle EBS system security profiles and user IDs.

P P

Manage Oracle EBS root and system administrator security.

P


P


P


P


P


P


89

A

P

Critical LeadTime

Oracle EBS print queue setup

2

1

Execute Oracle EBS print queue setup


1

1


Oracle EBS application patches

5

1

Planning and implementation for Oracle EBS primary and secondary application patches. applied as needed.

Oracle EBS Management Services

Standard Tasks

Description

Planning and implementation for Oracle EBS application upgrades. Upgrades are limited to point release upgrades.

5

3

Configure Oracle EBS application backups

Oracle EBS application backup execution

3

1

Execution of Oracle EBS application backups

Oracle EBS Management Services Immediate Tasks

Schedule Required

Oracle EBS application backup setup

Critical LeadTime

120

Standard Lead-Time

Oracle EBS upgrades

Schedule Required

Standard Lead-Time


Description





Application security failure




Application restart




90


Software Licensing Services SunGard’s Software Licensing Services provide for a monthly subscription to Operating System and or application Software for use in conjunction with Customer servers which are under contract with SunGard for Server Services or Application Services as identified in the Schedule for Managed IT Services. SunGard provides the Software instance and maintains the maintenance agreement with the Software vendor.

Subscribe with SunGard for Server Services.

P

Provide required OEM licensing agreement(s). Complete and return to SunGard any OEM licensing agreement(s).

SunGard

System Licensing Services Responsibilities

Customer


P P


P


P

Install and configure Software package.

P

Production Control Services THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT PRODUCTION CONTROL SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGard’s Production Control Services provide for the monitoring and response to production jobs scheduled through SunGard supported Software packages. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

91

Provide job schedules, failure response, notifications & escalation procedures.

SunGard

Production Control Services Responsibilities

Customer


P

Provide notice within documented Lead-Times for schedule changes.

P

Add, modify & remove schedules as requested.

A

P

Provide notification of schedule conflicts.

P

Provide schedule status and reports as requested.

P

Monitor schedules.

P

Respond to schedule issues by following provided procedures.

P


P


P


A

P

Production Control Services Tasks Critical LeadTime

5

1

Add jobs to existing schedule.

Add Schedule

10

5

Add new schedule.

Configure Software

10

5

Configure scheduling package parameters, add/remove libraries, etc.

Remove Job

5

1

Remove job from existing schedule.

Remove Schedule

5

1

Remove existing schedule.

Update Job

5

1

Update jobs in existing schedule.

Update Schedule

5

1

Update existing schedule.

Standard Tasks Add Job

Schedule Required

Standard Lead-Time

Production Control Services

Description

Immediate Tasks

Description

Schedule Status

Request for current schedule status.

Run Job

Request to execute ad-hoc job.

Cancel Job

Request to cancel production job.

Down Job

Respond to scheduled job failure.

Schedule Problem

Respond to schedule conflicts, missing resources, contention.

92


E-mail Availability Service (EAS) SunGard Email Availability Services (“EAS”) ) is a highly reliable e-mail continuity service that provides an on-demand, easy-to-administer safety net for Customers requiring uninterrupted e-mail communication. Based on secure, open source MTA (Message Transfer Agent), database and web components, EAS provides a scalable messaging platform that supports instant fail over continuity of enterprise e-mail activity should an event incapacitate either a portion or the entirety of an organization’s e-mail capabilities and infrastructure. Customer access to EAS via web browser provides users with the ability to communicate from anywhere, at anytime. Key e-mail components including Global Address Lists (GALs), Distribution Lists (DLs), calendar entries, etc., are replicated to the EAS infrastructure. An optional capability known as ActiveMailbox provides the subscriber with the ability to designate storage of historical e-mail to be available at time of activation. SunGard will provide support based upon the number of mailboxes as identified in the Schedule.

Customer

E-mail Availability Services Responsibilities

Provide Messaging & Collaboration questionnaire

P

Complete Messaging & Collaboration questionnaire

P

Conduct kick off & pre-installation meeting(s)

A

Provide detailed information about current email environment configuration including: number of mailboxes, clusters, servers and firewall/proxies

P

Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the Services

P

Provide and configure (ActiveMailbox only)

P

VaultBox

server

SunGard


per

current

specifications

Perform EAS installation & hardware configuration

P

Perform Outlook Extension installation and rollout

P

Identify and setup system administrators and special users

P

Administrator and special user training (Help Desk and Reviewer Roles)

P

A

P

Storage management policies defined and populated (ActiveMailbox only)

P

Retention policies defined and populated for production (ActiveMailbox only)

P

Fault and transition alerts setup

P

Perform EAS Operational Readiness Checklist Review

P

A

EAS test(s) prior to deployment

P

A

Complete EAS Authorization Forms

P

Complete EAS training for all system administrators

P

End User Welcome/URL Communication

P

Activate EAS for testing purposes

P

93

A


Add Windows Authentication

Add ActiveMailbox

Add BlackBerry Service

Add Outlook Extension

30

30

30

30

10

10

10

10

Schedule Required

Standard Tasks

Critical Lead-Time

E-mail Availability Services

Standard Lead-Time

EAS Standard Tasks

Description

Y

Adding Windows Authentication functionality to EAS after contract execution requires a Schedule change and an implementation request

Y

Adding Active Mailbox functionality to EAS after contract execution requires a Schedule change and an implementation request

Y

Adding BlackBerry Service functionality to EAS after contract execution requires a Schedule change and an implementation request

Y

Adding Outlook Extension functionality to EAS requires a new Schedule if the Customer’s current Exhibit does not specify the functionality as part of the Services.

Immediate Tasks

Description

Activation of EAS

Services are activated immediately if a Customer calls into the EAS helpdesk (if they are unable to activate the Services via the web due to lack of internet access)

94


Managed E-mail Archiving Service (MEAS) SunGard’s MEAS provides a turnkey solution for mailbox management, litigation support by way of electronic discovery, and limited compliance discovery requirements coupled with world-class information availability infrastructure assurance. The Services provides Customers with a hosted, managed service alternative for their email archival. This solution includes capabilities and technology such as real time archival, rapid basic and advanced search and retrieval features, full text indexing, de-duplication and mailbox management features. SunGard will provide for support of the number of mailboxes as identified in the Schedule.

Provide Messaging and Collaboration questionnaire

SunGard

Managed E-mail Archiving Services Responsibilities

Customer


P

Complete Messaging and Collaboration questionnaire

P

Conduct kick off and pre-installation meeting(s)

A

Provide detailed information about current email environment configuration, including the number of mailboxes, clusters, servers, firewall/proxies

P


P

Provide and configure VaultBox server per current specifications

P

Perform MEAS installation and hardware configuration per Administrator’s Guide and SunGard’s direction

P


P

Perform administrator and special user training (Help Desk and Reviewer Roles)

P

A

P

Storage management policies defined and populated

P

Retention policies defined and populated for production E-mail

P

Import production E-mail messages

P

Validate historical import

P


P

Perform MEAS Operational Readiness Checklist Review

P

A

Perform MEAS test prior to deployment

P

A

Complete MEAS Authorization Forms

P

Complete MEAS training for all system administrators

P


P

95

A

A

Services Guide 6.0.0 E-mail Protection Service (EPS) SunGard’s E-mail Protection Services (“EPS”) provide Customer with continuous protection against viruses, spam and unwanted content. The Services route every primary MX record that is sent to and from the Customer’s IT environment through redundant servers and hardened data centers. Customer e-mail is automatically scanned in real-time using an advanced engine that intelligently inspects thousands of attributes. Mail containing confirmed viruses, suspected spam and unwanted content is quarantined for Customer viewing and eliminated on a periodic base. For emails with a confirmed virus, the text of the message is made available for viewing. These tasks are handled at the perimeter level, before the e-mail enters the Customer’s systems and mailboxes, preventing the e-mails from causing problems for end users and within the IT environment. A daily quarantine log gives end users the capability to view quarantined e-mails. Depending on the type of email and company-defined policies, end-users also can release certain types of emails, edit safe/block lists and adjust anti-span parameters

Provide Messaging and Collaboration questionnaire

SunGard

E-mail Protection Services Responsibilities

Customer

SunGard will provide support for the number of mailboxes as identified in the Schedule. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Complete Messaging and Collaboration questionnaire

P

Conduct kick off and pre-installation meetings

A

Provide detailed information about current email environment configuration including the number of mailboxes, clusters, servers and firewall/proxies

P


P

Perform EPS installation and configuration per administrator’s guide and SunGard’s direction

P


P

Perform administrator and special user training (Help Desk and reviewer roles)

P

A

P


P

Perform EPS Operational Readiness Checklist Review

P

A

Perform EPS test(s) prior to deployment

P

A

Complete EPS Authorization Forms

P

Complete EPS training for all system administrators

P


P

96

A


Application Services Delivery Notes & Limitations Availability

Peripherals

Licenses

Logs

Unsupported Software

Security Database Instances

SQL Server Clusters

97

For failures of the Equipment & Software contracted under Application Management Services, SunGard does not guarantee a time to fix. SunGard will engage and manage vendors in accordance with the terms of the underlying Customer maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for Equipment & Software failure lies with the OEM or maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses will be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Application Services. SunGard will not start an installation until the license(s) can be verified. Database and Microsoft Exchange logs are monitored from the SunGard management fabric for alert and critical level conditions. Database and Microsoft Exchange logs are monitored for certain error context strings and are not manually reviewed unless a problem occurs. Software Utility logs associated with System Utility Services are not monitored and are used for incident resolution only. Failures associated with user written or other Software not supported by the SunGard Services will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, Microsoft Exchange or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. SunGard may assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Security services are limited to the security capabilities delivered with the base Software environment. For example maintaining users, groups, and file-system privileges. Standard and Advanced Application Support – Database Services and Managed Database Services provide for database management of one (1) DB instance on the server defined in the Schedule for Managed IT Services. If the server supports multiple DB instances, each instance must be separately contracted for with SunGard and identified in the applicable Schedule for Managed IT Services. Installations of SQL server in a clustered environment will require a separate cluster group for each instance of SQL server installed in the cluster.


Application Services Delivery Notes & Limitations (continued) Supported Databases

Database configurations requiring special contract addendum.

Unsupported Database Configurations

98

SunGard only supports Oracle and Microsoft SQL Database Management Systems (DBMS) that are not End of Life (EOL) and those which are under active support by the respective vendor. Support for DBMS’ that have been recently released or nearing EOL, should be confirmed with the SunGard’s application services group  Any DB configurations involving RAC, DataGuard (Oracle Standby DB), and SQL server log shipping will require an Addendum to define Customer’s unique requirements. Customers will be charged per DB instance in the configuration. 

In DataGard and log shipping configurations SunGard must manage all instances involved in the configuration.



Oracle RAC configurations will typically be charged by the number of DB instances in the configuration plus one additional DB instance. The additional instance charge is due to the complexity of the configuration which involves ASM (Automatic Storage Management) and CRS (Cluster Ready Services).



Any configurations using SAN technologies of mirror splitting (ie. BCVs) to refresh or copy data to other DB nodes in the environment. Configurations involving Oracle Replication and SQL server DB mirroring are not supported. SunGard will support the DB management of these DBs; however the configuration, monitoring and support of the data replication will be the responsibility of the Customer.





Installations of Oracle Standard Edition.



Installations of SQL server on a Domain Controller.



OS and DB version combinations not certified by the DB vendor.



Microsoft© Failover for Oracle Databases.



A DB that is part of an SAP application environment can not be managed by SunGard under Standard or Advanced Database Services due to SAP driven restrictions. It requires SAP DBA Manager and the management of the DB cannot be decoupled. SunGard does have a comprehensive SAP offering which includes support and management of the DB as well as other SAP oriented elements.


Application Services Delivery Notes & Limitations (continued) Database Configurations on Virtualized Servers Development and Test Databases Testing Environments

Customer Administrator/Root

Managed Citrix Services

Microsoft SQL Clustering on virtualized servers is contrary to Microsoft best practice and is not recommended or supported by SunGard as it adversely affects performance. Databases used for testing and development purposes will not be included in Priority 1 escalations during off business hours unless required by the Customer. A testing environment is strongly recommended within Customer’s configuration in order to be able to successfully test and validate patching and version upgrades. All application testing and validation is the responsibility of the Customer. If a testing environment is not available for SunGard to perform these tasks, Customer acknowledges that the Service Level Commitments in the Managed IT Services Exhibit are not applicable in the event that an upgrade or patch causes an extended DB production outage. Testing environments are also valuable for DB backup validation, which can be done a semi-annual basis if enough storage is available in the testing environment. SunGard will allow shared root access or administrator access provided:  SunGard maintains control of a root or administrator security password and ID.  Customer’s access is traceable via a SunGard supplied process. The following apply to Managed Citrix Services. •

•

99

Domain controller o The domain controller can not be installed on the same server as the Citrix application due to security requirements. o Customer is responsible for supplying the required hardware and Software for the domain controller. SunGard recommends multiple (at least two) domain controllers for redundancy. o Customer has the option to contract with SunGard for management of the domain controller under Operating System Management Enterprise Services. SunGard does not support the following types of Citrix accounts: o Anonymous accounts o Shared end-user accounts


Application Services Delivery Notes & Limitations (continued) Microsoft Exchange

•

•

•

Supported Exchange, Antivirus and Antispam Software

•

•

•

100

Managed Exchange Services only provides administrative support for Microsoft Exchange email capabilities. Support for public folder, collaboration and interoperability with other applications other than approved Software is not supported. Microsoft Exchange Clustering is only supported in conjunction with Servers that are under contract for Operating System Management Enterprises Services, and requires: a) Customer to subscribe to SunGard SAN Services - if a SAN is part of the Exchange environment; and b) running a supported version of Windows Server Enterprise Edition. SunGard does not support the following Microsoft Exchange Configurations: • Configurations involving server/host based replication Software are not supported, unless the replication Software application is managed by SunGard’s Server Replication Services. • Installations of Microsoft Exchange, whereas Microsoft Exchange and Windows share the same RAID group. • Installations of Microsoft Exchange on a Domain Controller. • OS and Microsoft Exchange version combinations not certified by the Microsoft. SunGard only supports SunGard approved Microsoft Exchange versions and Antivirus and Anti-spam Software that are not End of Life (EOL) and those which are under active support by the vendor. Support for Software that has been recently released or nearing EOL, should be confirmed with SunGard. SunGard recommends that Customer provide desktop virus protection in real time protection mode with virus definition files updates weekly on every desktop that accesses the hosted environment. SunGard recommends that Customer provides network edge based antivirus, SPAM, and content filtering Software and/or hardware.


Application Services Delivery Notes & Limitations (continued) Application Support – System Utility Services (RIM Blackberry Enterprise Server)

101

In support of RIM Blackberry Enterprise Server (BES) in conjunction with Managed Exchange Services SunGard will: o Configure Customer's Exchange environment to help ensure appropriate connectivity and operation of the BES. o Install initial and subsequent BlackBerry device licenses. o Troubleshoot active directory (AD) issues related to BES server where SunGard is supporting/managing the AD environment. o Test connectivity (send/receive messages) using a BlackBerry device configured for use on Customer's network when notified of a suspected server issue. o Monitor following services to confirm BlackBerry application is running.  besSysHealthServerInstance  besMailServerHealthServerInstance  Event Log Monitoring  BES Windows services. • Blackberry “Mobile Data Service” is disabled as default. It can be enabled upon request.


Application Services Delivery Notes & Limitations (continued)

Managed SAP & Oracle EBS Services

Software failures:  Failures associated with user written or other Software not supported by SunGard will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, SAP application, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with Customer. SunGard will assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Database copies:  No more than one (1) system copy per supported SAP landscape or Oracle EBS environment performed per quarter. Version upgrades:  No more than one (1) SAP System ID (SID) or Oracle EBS application instance version upgrade per year. Where applicable, Application upgrades (same versions) within a single SunGard contracted application environment may be batched as a single Support Request for each category. SunGard will review the number of monthly Support Requests processed at the quarterly service review meeting to determine if the number is within the pre-determined frequency levels as defined in Notes & Limitations. In the event the Support Requests exceed the standard number, Customer may be required to contract for additional services.

102


STORAGE SERVICES Data Backup Services

Provide Tape Backup Requirements Form.

SunGard

Standard and Advanced Data Backup Services Responsibilities

Customer

SunGard’s Data Backup Services provide for regularly scheduled storage backups of file systems, database and application data as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Complete Tape Backup Requirements Form.

P

Identify each server (target system) that will connect to tape backup network.

P

Identify port type to support target system backup requirements.

P

Provide two dedicated ports per target system of the specific type as identified by SunGard. 1

P

Provide administrative level user account on each target system for SunGard use on a permanent basis.

P

Allow connectivity to target system from the SunGard management network.

P

Install and configure backup agent Software on Customer server.

P

Provide data backup requirements (file systems, folders, etc.)

P

Develop Database backup & restore methodology on target servers2.

P

Provide sufficient disk space and target system downtime for test restore.

P

Verify backup configuration and perform one initial restoration test.

P

Schedule daily incremental file system backup, for the retention period as set forth in the Requirements Form.

P

Schedule daily DB backups, for the retention period as set forth in the Tape Backup Requirements Form.

P

103

Investigate backup failures on target servers3. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


SunGard

Standard and Advanced Data Backup Services Responsibilities (continued)

Customer


P A

P

Weekly off-site storage of backup data4. This option is only available with Standard Data Backup Services.

P

Daily off-site storage of backup data5. This option is only available with Advanced Data Backup Services.

P

One 10/100 Ethernet adapter for server management access and one additional 10/100 Ethernet adapter for servers with less than 50GB of data to backup, or one 10/100/1000 Ethernet adapter for servers with greater than 50GB of data to backup. 1

2

For databases managed under Managed Database Services, SunGard provides the backup methodology. Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis. 3

4

Available with Standard Data Backup Services only.

5

Available with Advanced Data Backup Services only.

104


Schedule Required

Standard Tasks

Critical LeadTime

Standard and Advanced Data Backup Services

Standard Lead-Time

Standard and Advanced Data Backup Services Standard Tasks

Description

Configure Backups

10

5

Configure backups for user file systems, change existing schedules, and the addition of new file systems.

Test Restore

10

5

Initiate a restore to a server under contract for Data Backup Services to validate restore capabilities.

Disable Schedule

5

1

Disable existing backup schedule.

Enable Schedule

5

1

Enable existing backup schedule that has been previously disabled.

Install Backups

10

5

Y

Add server to backup infrastructure.

Custom Archival

45

30

Y

Custom archival options, offsite retention periods for Customer files.

and

increased

Immediate Tasks

Description

Backup Failure

Investigate & attempt to resolve backup failures.

Backup Performance

Investigate backup performance issues.

Restore Files

Request to restore files from user file system backups.

105


SAN Services

Provide Managed Storage Requirements Form if required.

P

Complete Managed Storage Requirements Form if required.

P

Identify each server (target system) that will connect to SAN.

P

Provide two (2) fiber paths per target system for SAN connectivity.1

P

Identify SunGard supported Host Bus Adapter (HBA) for target systems. Provide SunGard supported HBA(s) for target systems.

P P

Install connection from HBA(s) to target systems.

P

Map system HBA(s) to storage device Fiber Adapters.

P

Assign & mask LUN(s) for new allocations.

P

Install & configure device drivers, path management, and storage management Software for target systems; configure target server OS to support LUN(s), and resolve target system Software failures.2

P

Monitor and maintain SAN availability and capacity for SunGard shared SAN.

P

Resolve reported or detected storage device failures. Provide notice within documented Lead Times for Standard Tasks.

P P

Provide Standard Tasks as scheduled. Test and verify SunGard implemented Standard Tasks. Provide support for SAN Immediate Tasks. 1

SunGard

Shared and Dedicated SAN Services Responsibilities

Customer

SunGard’s SAN Services provide for the amount of disk storage to be attached to Customer systems as identified in the Schedule for Managed IT Services. SAN Services are provided either through a shared Storage Area Network (SAN) infrastructure in minimum increments of 8GB, or through a dedicated SAN infrastructure. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P A

P P

Only Applicable for with SunGard Shared SAN Services

2

For target servers under contract with SunGard for OS Management Services and in combination with SunGard’s Shared SAN offering, SunGard provides the support for server based storage management Software.

106


SAN Increase

Schedule Required

Standard Tasks

Critical LeadTime

Shared and Dedicated SAN Services Management

Standard Lead-Time

Shared and Dedicated SAN Services Tasks

5

1

Y

Description Increase storage allocation available to systems.

SAN Decrease

5

1

Y

Decrease storage allocation available to systems.

SAN Add Path

10

5

Y

Add data path to existing SAN connected system.

SAN Add System

10

5

Y

Add system to SAN infrastructure.

SAN Remove Path

10

5

Y

Remove data path from existing SAN connected system.

SAN Remove System

10

5

Y

Remove system from SAN infrastructure.

SAN BCV Establish *

10

5

Y

Establish a BCV pair (additional mirrored volume).

SAN BCV Create Backup *

10

5

Y

Develop backup procedures using established BCV.

SAN BCV Create Copy *

10

5

Y

Copy Customer data volumes development and staging.

SAN BCV Remove *

10

5

Y

Remove previously established BCV pair.

Immediate Tasks

Description

SAN Failure

Resolve SAN failures.

SAN Performance

Investigate SAN performance issues.

* Indicates Tasks are only available for Dedicated SAN configurations.

107

for

use

with


Vaulting Services

Customer

Vaulting Services Responsibilities

Provide Vaulting Environmental Assessment Form.

SunGard

SunGard’s Vaulting Services provide for the electronic backup of file systems and DB data as contracted for in the Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Complete Vaulting Environmental Assessment Form.

P

Identify server/desktop size, data type, location, and OS to be backed up.

P

Provide or contract for Internet access or dedicated connectivity to the vault.

P

Provide Software and agents.

P

Provide vaulting servers and data storage.

P

Provide 24/7 monitoring and support of vault infrastructure.

P

Connectivity to the applicable Recovery Services configuration(s) for Tests or in the event of a Customer Disaster, at the designated SunGard facility. This is only available if Customer contracts for Recovery Services or Restoration Services for Managed IT Services with SunGard.

P

Provide then available backup reports.

P

Perform standard tasks.

P

Installation of CentralControl and agents on all systems/servers from which data will be backed up. 1

P

Select files for backup.

P

Schedule backup times and frequency.

1

P

Set retention parameters.

P

Create encryption and security access rights.

P

1

Not applicable if Customer also contracts for Vaulting Services – Restoration Support Option

Test connectivity

108

Critical LeadTime

Standard Tasks

Standard Lead-Time

Vaulting Services

10

5

Schedule Required

Vaulting Services Standard Tasks

Description Test connectivity from Customer Facility to the vault.


Vaulting Services – Restoration Support Option SunGard shall provide Vaulting Services – Restoration Support Option as an add-on service to the Vaulting Services for the number of servers or partitions set forth in the Schedule. In order to contract for Vaulting Services – Restoration Support Option, Customer must also contract for Vaulting Services, Server Services and an associated Restoration Services for Managed IT Services Schedule, where SunGard is contracted to provide Customer with restoration of the servers.

Contract for Vaulting Services

SunGard

Vaulting Services – Restoration Support Option Responsibilities

Customer

In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P


P


P


P

Provide one dedicated port per target system of the specific type as identified by SunGard. 1

P


P


P

Install and configure vaulting agent Software on Customer server.

P


P

Develop database backup & restore methodology on target servers2.

P


P

3

Investigate backup failures on target servers .

P

Verify backup configuration and perform one initial restoration test to original source server.

P

Schedule daily file system backup, for the retention period as set forth in the Requirements Form.

P

2

P

Schedule daily database backups , for the retention period as set forth in the Requirements Form. Provide notice within documented Lead-Times for requested Standard Tasks.

P

Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. 1

P A

P

One 10/100 Ethernet adapter for server management access.

2

For databases managed under Managed Database Services, SunGard provides the backup methodology.

109

Services Guide 6.0.0 Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis. 3

Vaulting Services – Restoration Support Option Standard Tasks Critical Lead-Time

10

5

Test connectivity to the vault.

5


10

5

Initiate a restore to a server under contract for Vaulting Services – Restoration Option to validate restore capabilities.

Disable Schedule

5

1


Enable Schedule

5

1


10

5

Standard Tasks Test connectivity

Configure Backups

Test Restore

Install Backups

10

Schedule Required

Standard Lead-Time

Vaulting Services – Restoration Support Option

Y

Description


Immediate Tasks

Description

Backup Failure


Restore Files


110


Storage Services Delivery Notes & Limitations Data Backup Services Return Codes A non-zero Return Code may be generated from a backup schedule that has completed successfully. Following are several non-zero Return Codes and common reasons for the Return Codes. 00 04

Open File Errors

Backup Data

Database Backup

All Operations Successful Some Files Not Processed  File was in an exclude list  File was in use by another application 08 Warning Messages Received  File was deleted since last backup 12 Failed Backup  Some portion of backup was missed.  SunGard classifies open file (RC4) errors associated as non impacting events and will not automatically result in a Trouble Ticket.  SunGard will notify Customer via daily email notification reports or via SunGard’s Portal regarding the details of the most recent backup activity (including any RC4 errors) and will provide directions to the host history report on the Portal/, SunGard’s Storage Operations staff will contact and work with Customer directly to modify the existing backup script(s) to either exclude or quiescent the offending files. Data Backup Services support the backup of local data to the host server under contract for Data Backup Services. Network addressed disk/volumes are not considered local data and therefore not covered under the Services. Unless Customer contracts for Standard Application Support Database Services, Advanced Application Support - Database Services or Managed Database Services, Customer is responsible for database backup methodology. SunGard can support the following options:  

111

Customer extracts DB to a flat file for standard file-system backup processing. Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the Database Software vendor’s current supported release levels.


Storage Services Delivery Notes & Limitations (continued) Citrix, Exchange, SAP and Oracle EBusiness Suite Backup

Exchange Backup Backup Window

VMware Backup

112

Unless Customer contracts for Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: 

Customer extracts application data to a flat file for standard filesystem backup processing.  If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendor’s current supported release levels. Data Backup Services support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGard’s standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be backed-up. If the backup window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Managed IT Services and a Statement Of Work. The following apply to VMware ESX Servers:  If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier.  VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Data Backup Services and must be accounted for in the Schedule to be eligible for Data Backup Services. The ESX Server host system will be backed up for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported.


Storage Services Delivery Notes & Limitations (continued) Data Backup Services (continued) Data Back In addition to any time required for periodic infrastructure and Infrastructure facility maintenance, SunGard reserves the right to conduct quarterly Maintenance maintenance on the components related to data backup Window infrastructure, which is estimated to require at least 36 hours. Incident Incident resolution is limited to the tape backup infrastructure and Resolution tape backup related services associated with the OS. SunGard’s ability to resolve certain incidents will be limited by the actual Services contracted for by Customer. In order for SunGard to resolve tape backup failures associated with the OS, Customer must have contracted with SunGard for Operating System Management Advanced Services or Operating System Management Standard Services for the tape backup connected systems. If those ancillary Services are not under contract with SunGard, then SunGard will, as an accommodation, use commercially reasonable efforts to assist Customer with incident determination and resolution. Maintenance SunGard reserves the right to schedule a 72 hour maintenance Window window to help ensure proper maintenance of the SunGard backup infrastructure. Typically, SunGard will conduct this maintenance no more than once per calendar quarter. Local Host Customers are required to contract with SunGard for a backup agent for each server for which Data Backup Services are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Data Backup Services. File Restore File restores will be typically be initiated within 2 hours of Customer request at the Designated SunGard Facility, then housing the server. Restores to a secondary site are considered out of scope and require an additional Schedule for Managed IT Services. SunGard does not provide a service level commitment with regard to file restoration as there are many factors outside of SunGard’s control that could result in failure. Test Restore At the completion of the implementation phase of the Data Backup Services, SunGard will perform an initial test restoration exercise on a portion of the data that has been scheduled to be backed up. Additional test restoration requests will be at additional cost to Customer as they are not included in the Services. Periodic Customer requests for the periodic restoration in order to refresh Restore data on a secondary system or system partition are considered out of scope and require a Schedule modification to define the customized solution.

113


Storage Services Delivery Notes & Limitations (continued) SAN Services Host Bus All servers attached to SunGard’s Shared Storage Area Network Adapters require Customer-provided dual Host Bus Adapters (HBAs), and will have SunGard provided multipath/failover Software installed. Supported Only servers with EMC Clarrion and Symmetrix approved HBAs are HBAs supported under SunGard’s Shared SAN Services. SAN SAN Services delivered through Shared SAN Services provide for two Connections (2) fiber connections per target system. Additional connections may be contracted for with SunGard. Non-fiber connections require a customized solution. The effort to engineer and implement a customized solution will require an additional Schedule for Managed IT Services and a Statement of Work. Support Only servers with SunGard supported Operating Systems, with Operating exception of OS/400, are supported under SunGard’s Shared SAN Systems Services. Support for Operating Systems that have been recently released or nearing EOL, should be confirmed with the SunGard’s systems services group. RAID Level All SunGard shared SAN storage is provided as RAID 5 or RAID 10. BCV Business Continuity Volumes (BCV) can be used to improve availability during backup, to support high volume backup, and to make DB copies for development and staging systems. Once a BCV is established for a specific application it cannot be utilized for other applications. BCV(s) can only be added through the execution of an Addendum to the applicable Schedule and is only available for Dedicated SAN Services. Support for BCV(s) that are used for purposes of data replication are not covered by SAN Services, and must be contracted for separately under Replication Services. Incident Incident resolution is limited to SAN infrastructure and SAN related Resolution Services associated with the OS. SunGard’s ability to resolve certain problems may be limited by the Services under contract with SunGard. In order for SunGard to resolve SAN failures associated with the OS, Customer must contract with SunGard for Operating System Management Advanced Services or Operating System Management Standard Services for the SAN connected systems experiencing the failure. SAN In addition to any time required for periodic infrastructure and Infrastructure facility maintenance, SunGard reserves the right to conduct quarterly Maintenance maintenance on shared SAN infrastructure which is estimated to Window require at least 36 hours. Dedicated If SAN Services are provided through dedicated and/or Customer SAN Services provided devices, Customer acknowledges that:  

114

The support and maintenance of Customer-provided multipath/failover Software is the Customer’s responsibility. Specifications and design of a Customer-provided SAN must include remote connectivity capability to the SunGard management network, and must be approved by SunGard’s Storage Engineering group prior to contract signing.


Storage Services Delivery Notes & Limitations (continued) Vaulting Services Data storage The data resides on a redundant disk configuration (RAID Level 5) in the vault. The vault resides in the Designated SunGard Facility. Retention Customer must establish its’ retention policy via the Vaulting scheduling Services Software. The InfoStage DirectorTM maintains the first generation of any backup on a RAID disk array. The server will always maintain at least one generation of a backup online regardless of the retention settings of the agent. Customer must contact SunGard to request purging of out-dated or un-used backup safe sets. Vaulting Services – Restoration Support Option Database Unless Customer contracts for Remote Managed Database Services, Backup Customer is responsible for database backup methodology. SunGard can support the following options: 

Citrix, Exchange, SAP and Oracle EBusiness Suite Backup


115

Customer extracts DB to a flat file for standard file-system backup processing.  Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the DB Software vendor’s current supported release levels. Unless Customer contracts for Remote Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: 

Customer extracts application data to a flat file for standard filesystem backup processing.  If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendor’s current supported release levels. Vaulting Services – Restoration Support Option support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGard’s standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be vaulted. If the vaulting window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Remote Managed IT Services.


Remote Storage Services Delivery Notes & Limitations VMware Backup

Local Host

116

The following apply to VMware ESX Servers:  If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier.  VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Vaulting Services – Restoration Support Option and must be accounted for in the Schedule to be eligible for Vaulting Services – Restoration Support Option. The ESX Server host system will be vaulted for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported. Customers are required to contract with SunGard for a Vaulting agent for each server for which Vaulting Services – Restoration Support Option are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Vaulting Services – Restoration Support Option.


NETWORK SERVICES Managed Internet Access Services

Provide IP Allocation Requirements Form. Complete IP Allocation Requirements Form. Provide registered IP address.

SunGard

Managed Internet Access Services Responsibilities

Customer

SunGard’s Managed Internet Access Services provide for redundant high-speed Internet Service as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P P

1

P

Provide registered Autonomous System Number (ASN) (only applicable for Customers who require BGP peering).

P

If Domain Name System (DNS) Services are required, list SunGard’s name servers as authoritative.

P

Primary and Secondary DNS administration for ten (10) domains.

P

Up to five (5) DNS changes with up to ten (10) records per change per month, for Customer-registered domain names.

P

Monitor and manage SunGard Internet distribution infrastructure.

P

Provide redundant Internet handoffs at Customer contracted capacity.

P

Provide initial setup of contracted, Customer registered domains.

P

Monitor Internet availability and notify Customer when Internet Access Services are unavailable.

P

Provide monthly Internet bandwidth utilization report.

P


P

Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. 1

P A

P P

For Customers with significant IP requirements (for example purposes, in excess of 1,000 public IP addresses), SunGard may require that Customer contact ARIN directly to register the IP addresses.

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Managed Internet Access Services Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Managed Internet Access Services

Internet Access Implementation

5

3

Y

Allocate IP Address(es)

4

2

Allocate and provide a registered address range (only applies to /24 or smaller IP address ranges).

DNS Zone Configure

5

2

Add, Update or Remove DNS zone.

DNS Record Configure

2

1

Add, Update or Remove DNS record.

Description Initial installation and configuration of Internet access.

Immediate Tasks

Description

Internet Performance

Investigate reported Internet performance issues.

Internet Failure

Investigate reported Internet failure or availability issues.

Managed Internet Access Services Delivery Notes & Limitations Included Resources

Managed Internet Access Services include the following components. Requirements for additional component(s) are available following the execution of an additional Schedule for Managed IT Services for those components. 

Internet Availability

IP Address

118

Access to the Internet based on the capacity contracted for in the Schedule.  SunGard registered IP addresses.  Primary and Secondary DNS administration for ten (10) domains.  Up to five (5) DNS changes with up to ten (10) records per change per month, for Customer registered domain names.  Two (2) Fast Ethernet connections to the Internet infrastructure (A & B feeds).  Monitoring and management of Internet infrastructure. Managed Internet Access Services provide for redundancy, however, the availability of the Internet to your application depends on the overall solution design utilizing the redundant connections. While the Services include an availability guarantee, this does not include the availability of connected devices such as Firewalls, Switches, Load Balancers and servers. Failure of non-redundant devices could result in a loss of Internet Access Services to your application. For Managed Internet Access Services you must fill out and complete the IP Allocation & Request Form to define and justify IP address allocation. SunGard assigns IP addresses in accordance with the requirements of the American Registry for Internet Numbers (ARIN) and the European Regional Internet registry (RIPE).


LAN Services SunGard’s LAN Services provide for the day-to-day support of the LAN devices as set forth in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P

Provide initial network configuration requirements.

P

Implement initial network configuration per Customer requirements. Provide LAN devices configuration change requirements.

SunGard

LAN Services Responsibilities

Customer

Please note that LAN Services are a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services – Device. Please refer to each Service defined herein for additional Service descriptions.

P P

Implement LAN devices configuration changes per Customer requirements.

P

Maintain exclusive control of security password and IDs.

P

Monitor and notify Customer of LAN device availability.

P

Provide proactive response to LAN device availability alert. Resolve reported or detected LAN device failures.

P A

Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


119

P

P A

P P


LAN Services Tasks Critical LeadTime

LAN Device Patch

10

5

LAN Device Implementation

10

5

LAN Device Port Configuration

3

1

Enable ports, disable ports, or make configuration changes as requested by Customer.

LAN Device Information

5

5

Request for hardcopy of configuration information.

Schedule

Standard Tasks

Standard Lead-Time

LAN Services

Description Apply single LAN device OS patch.

Y

Initial installation & configuration of new LAN device.

Immediate Tasks

Description

LAN Device Failure

Investigate failed or crashed LAN device.

LAN Device Restart

Request to restart or reboot a LAN device.

LAN Device Performance

Request to investigate LAN device performance issues.

120


Managed Load Balancing Services and Geographic Load Balancing Services SunGard’s Managed Load Balancing and Geographic Load Balancing Services provide for the day-to-day support of the Load Balancing devices as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P


P

Configure Load Balancer (See standard configuration features matrix below) Provide and maintain current licensing of SSL certificates.

SunGard

Managed Load Balancing Services Responsibilities

Customer

Please note that Managed Load Balancing Services are a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions. For Geographic Load Balancing Services an additional service instance is required if the number of DNS entries for Geographic Load Balancing exceeds 5 total DNS entries (i.e. one service instance per each block of 5 DNS entries).

P P

Install Customer provided SSL certificates.

P

Implement initial network configuration per Customer-defined requirements.

P

Provide Load Balancer configuration change requirements.

P

Implement Load Balancer configuration changes per Customer requirements.

P

Provide backup and restore services for configuration.

P


P

Monitor and notify Customer of Load Balancer availability (alert when Load Balancer unavailable).

P

Provide proactive response to Load Balancer availability alert.

P

Resolve reported or detected Load Balancer failures.

A

P

Deliver critical patch alerts as necessary.

A

P


P

Monitor critical patch alerts and provide recommendations to Customer.

P

Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.

121

P A

P P


Managed Load Balancing Services Tasks Critical LeadTime

LB Patch

10

5

LB Implementation

10

5

LB SSL Card

10

5

Add SSL card to load-balancer.

3

1

Add, Update or Remove URL and/or server.

5

5


Standard Tasks

LB Routine Configuration Change LB Information

1

Schedule

Standard Lead-Time

Managed Load Balancing Services

Apply single Load balancer OS patch. Y

Non-standard Tasks

Configure Load Balancer with nonstandard features

Description Initial installation balancer.

&

configuration

of

new

load-

Description

TBD TBD

Y

Configure Load Balancer using configuration features (See configuration features matrix below)

non-standard non-standard

Immediate Tasks

Description

LB Failure

Investigate failed or crashed load balancer.

LB Restart2

Request to restart or reboot a load balancer.

LB Performance

Request to investigate load balancer performance issues.

1

Non-standard configuration changes (i.e. changes that require development of custom scripts or advanced iRules configurations) may require an additional Schedule for Managed IT Services which may result in additional fees. 2

Not applicable if restart or reboot of Load Balancer can not be performed remotely.

Managed Load Balancing Configuration Features Any configuration task not specified in the table below as a standard configuration feature or is considered a non-standard configuration feature and as such will require an additional Schedule for Managed IT Services and may result in additional fees.

122


Standard Configuration Features - Managed Load Balancing Services Load Balancing Methods Round Robin (Default)

Description

Ratio

Distributes connections among machines according to ratio weights that you define Passes a new connection based on the fastest response of all currently active nodes Passes a new connection to the node that has the least number of current connections Uses a combination of the logic used in the Least Connections and Fastest modes Nodes are rated according to a combination of the number of current connections and the response time. The system analyzes the trend of the ranking over time, determining whether a node’s performance is currently improving or declining. Description

Fastest Least Connections Observed Predictive

Content Monitoring ICMP TCP Echo TCP HTTP HTTPS SSL Processing Certificate verification Encryption and decryption

Passes each new connection request to the next server in line, eventually distributing connections evenly across the array of machines being load balanced

Checks the status of a node, using ICMP Checks the status of a node, using TCP Verifies TCP service by attempting to receive specific content from a node Verifies HTTP service by attempting to receive specific content from a web page Verifies HTTPS service by attempting to receive specific content from an SSL web page Description Determines whether a client or server can trust a certificate that is presented by a peer (that is, a client or a server). Must install key/certificate pair. Off-loads work from target web servers, the F5 decrypts incoming client requests. Can re-encrypt a request before forwarding it on to a server. Must install key/certificate pair.

IRULES HTTP to HTTP Redirect, Port Redirect

Description IRULE that will send an HTTP redirect for all incoming traffic to a VIP. All traffic will be redirected to the same URI, but a different port.

Query URI content to select a pool or node Persistence Types Cookie Persistence

IRULE that will query the requested URI for specific content and then direct the traffic to a specific load balancing pool or node based on matching criteria. Description

Source address affinity persistence SSL persistence

123

Cookie persistence uses an HTTP cookie stored on a client’s computer to allow the client to reconnect to the same server previously visited at a web site Directs session requests to the same server based on the source IP address of a packet Tracks non-terminated SSL sessions, using the SSL session ID


Non-standard Configuration Features - Managed Load Balancing Services Advanced Features Packet Filters

Authenticating Application Traffic

Description Packet filters enforce an access policy on incoming traffic. Criteria Source IP, Destination IP, Destination Port. Note: This feature is limited to directly connected networks. Allows you to use a remote system to authenticate or authorize application requests that pass through the LTM system.

SSL Processing Certificate revocation

Description

Authorization

Once the SSL profile has verified that a client or server can be trusted, the LTM system can then control the connection’s level and type of access to the destination content. Uses external authorization or IRULES.

IRULES Advanced IRULES Content Monitoring

Description Any IRULE not classified as a Standard IRULE (see above)

FTP

Attempts to download a specific file to the /var/tmp directory on an F5. Once downloaded successfully, the file is not saved.

IMAP

Attempts to open a specified mail folder on a server. Similar to the pop3 monitor. Attempts to authenticate the specified user Performs an Oracle login to a service Attempts to log on as the specified user, and log off Attempting to authenticate the specified user Issues standard SMTP commands Attempting to send UDP packets to a pool, pool member, or node and receiving a reply Description

LDAP Oracle POP3 Radius SMTP UDP Persistence Types Hash persistence Microsoft Remote Desktop Protocol persistence

124

Can check to see if a certificate being presented by a client or server has been revoked. Uses either Certificate revocation lists (CRLs) or Online Certificate Status Protocol (OCSP).

Description

Allows you to create a persistence hash based on an existing iRule Tracks sessions between clients and servers running the RDP service


Cross Connect Services

Complete Customer Provided Circuit Form for Customer-provided circuits.

P

Provision Customer-provided circuits from carrier.

P

Provide Letter of Agency for Customer-provided circuits. Notify SunGard of carrier circuit delivery date at Designated SunGard Facility.

SunGard

Cross Connect Services Responsibilities

Customer

SunGard’s Cross Connect Services provide physical connectivity between the carrier demarcation point and the contracted Space in the Designated SunGard Facility as identified in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P P

Install cross connect from carrier demarcation to Customer Space.

P

Complete circuit testing and acceptance with carrier & Customer.

P

Maintain circuit profile in asset inventory.

P

Dedicated Transport Services

Complete Customer-Provided Circuit Form for Customer-provided circuits.

SunGard

Dedicated Transport Services Responsibilities

Customer

SunGard’s Dedicated Transport Services provide for the provisioning of SunGard or third-party telecommunication circuits as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Provision SunGard-provided circuits from carrier.

P

Notify Customer of “final operational capability” date as provided by the carrier for SunGard-provided circuits.

P

Install cross connect from carrier demarcation to Customer Space.

P

Complete circuit testing and acceptance with carrier & Customer.

P

Maintain circuit profile in asset inventory.

P

125


Managed Customer Premise Equipment (CPE) Services SunGard’s Managed CPE Services provide for support of the network termination Equipment located at the Customer Facility and/or at the Designated SunGard Facility as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provision SunGard-provided Equipment.

P

Provide SunGard with specification sheets & installation guides for Customerprovided Equipment.

P

Relinquish control of security password and IDs for Customer-provided Equipment to SunGard.

P

Maintain exclusive control of security password and IDs. Provide access to Customer premise when requested.

SunGard

Managed CPE Services Responsibilities

Customer

Please note that Managed Customer Premise Equipment Services is a bundled Service, which includes Hardware Installation Services (for the termination Equipment within the SunGard facility), Equipment Management Services and Advanced Monitoring Services – Device. Please refer to each Service defined herein for additional Service descriptions.

P P

Provide Software configuration backup.

P

Monitor necessary microcode, firmware or critical patch alerts.

P

Notify Customer of recommended microcode, firmware or critical patch changes.

P

Monitor Equipment availability.

P

Resolve reported or detected Equipment failures. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


126

P A

P P


Managed CPE Services Critical LeadTime

Router Implementation

10

5

Router OS Patch

10

5

Apply single router OS patch.

Router OS Version

10

5

Upgrade router OS to latest version.

5

1

Add routes, access list updates, etc.

10

5

5

5


CSU Implementation

10

5

Initial installation & configuration of new CSU/DSU.

CSU Configuration

10

5

Configure CSU/DSU parameters.

CSU Upgrade

10

5

Upgrade CSU/DSU hardware.

Standard Tasks

Router Configuration Router Upgrade Router Information

Schedule

Standard Lead-Time

Managed CPE Services

Description

Y

Initial installation and configuration of new router.

Y

Upgrade router hardware.

Immediate Tasks

Description

Connectivity Failure

Request to investigate failed connectivity.

Router Failure

Request to investigate failed or crashed router.

Router Restart

Request to restart or reboot a router.

Router Performance

Request to investigate router performance issues.

CSU Failure

Request to investigate failed or crashed CSU/DSU.

CSU Restart

Request to restart or reboot a CSU/DSU.

127


Network Services Delivery Notes & Limitations Equipment Availability

Approved Equipment

Customer Access

128

SunGard does not guarantee network device failure Time To Fix. SunGard will engage and manage vendors in accordance with Customer’s maintenance agreement on the affected network Equipment. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for device failures lies with the device vendor. Customer-provided Equipment must meet SunGard requirements for approved vendor and model, approved support and maintenance contracts, and proper OS and management Software license agreements as confirmed by SunGard’s Equipment certification process prior to implementation of the solution. Customer administrative access to SunGard managed network devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data.


SECURITY SERVICES Managed Firewall Services SunGard’s Managed Firewall Services provide for the day-to-day support of the Firewall as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Customer

Managed Firewall Services Responsibilities

Select Equipment from SunGard supported vendors and models

P

Provide add-ons required for management of Customer-provided Equipment.

P


P

Implement initial requirements.

network

configuration

in

accordance

with

Customer

P

Provide Firewall Policy Requirements Form. Complete Firewall Policy Requirements Form.

SunGard

Please note that Managed Firewall Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, LAN Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P P

Implement Firewall policy changes in accordance with completed Customer Firewall Policy Requirements Form.

P

Backup and restore firewall rule sets.

P

Maintain exclusive control of root security password and IDs.

P

Monitor and notify Customer of Firewall availability.

P

Provide proactive response to Firewall availability alert.

P

Resolve reported or detected Firewall failures.

A

Monitor critical patch alerts Implement Firewall policy changes per Customer written requirements.

P A

Delivery of critical security patches as necessary. Provide notice within documented Lead-Times for requested Standard Tasks.


129

P P

P

Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks.

P

P A

P P


FW Policy Update

10

5

3

1

Schedule

Standard Tasks FW Implementation

Critical LeadTime

Managed Firewall (FW) Services

Standard Lead-Time

Managed Firewall Services Tasks

Description

Y

Initial installation & configuration of new FW. Request to update security policy rules.

FW Removal

10

FW Upgrade

10

5

Upgrade FW OS to newer version.

3

1

Request to provide copy of FW policy.

FW Provide Policy VPN Add Customer VPN Add Site-to-Site

Remove existing FW.

1 10

1

5

Y

Add a Customer based VPN connection.

Y

Add a site-to-site VPN between 2 FWs

2

.

VPN Remove Customer

1

Remove a Customer based VPN connection.

VPN Remove Site-toSite

5

VPN Update Customer

1

Update a Customer based VPN connection.

VPN Customer Logs

2

Two days activity via SunGard’s Portal with 90 day archive.

VPN Update Site-toSite

10

1

5

Remove a site-to-site VPN.

Update a site-to-site VPN.

Immediate Tasks

Description

FW Failure

Investigate failed or crashed FW.

FW Restart

Request to restart or reboot a FW.

FW Performance

Request to investigate FW performance issues.

A firewall policy rule update shall be defined as a modification of no more than 10 IP addresses or 10 IP networks in a single request. 1

2 An additional VPN Add-On Service is required if the total number of VPN tunnels exceeds 5 (combination of site to site and remote user).

130


Managed Network Intrusion Detection Services (NIDS) SunGard’s Managed Network Intrusion Detection Services (NIDS) provide for monitoring and response to intrusion events detected by network based intrusion detection systems as contracted for in the Schedule for Managed IT Services. Delivery of these Services may require deployment of one or more Network Security Appliance(s) (NSA) within Customer’s network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.

Provide IDS Requirements Form.

SunGard

Managed NIDS Responsibilities

Customer

Please note that Managed Network Intrusion Detection Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P

Complete IDS Requirements Form.

P

Conduct IDS solution review meeting.

A

Provide for one Ethernet port connection to each identified network segment.

P

P

Provision NSA Equipment & Software to be deployed as part of the Services.

P

Configure and activate NSA for identified network segments in accordance with completed IDS Requirements Form.

P

Coordinate fine-tuning of attack policy (duration not to exceed 30 days).

A

P

Establish Customer Portal access.

P

Log detected Minor and Major events on Portal.

P

Notify Customer of Major events, including description, analysis and suggested remediation.

P

Provide on-going fine-tuning of attack signatures to optimize the Services.

A

P

Apply new attack signatures when available.

P

Monitor availability of NSA and respond to detected failures.

P


P


131

P A

P P


Schedule

Standard Lead-Time

Managed NIDS

Critical LeadTime

Managed IDS Tasks

Description

IDS Custom Pattern

30

Y

Create a customized attack pattern.

IDS Reporting and Analysis

60

Y

Basic analysis and reporting on IDS activity.

IDS Install

20

Y

Initial installation & configuration of IDS solution.

Standard Tasks

15

Immediate Tasks

Description

IDS Major Alert

Investigate IDS Major event.

IDS Minor Alert

5

1

Y

Investigate IDS Minor event.

IDS Failure

Investigate failed IDS component.

NSA Restart

Request to restart or reboot a NSA.

132


Managed Host Intrusion Detection Services (HIDS)

Provide HIDS Requirements Form.

SunGard

Managed HIDS Responsibilities

Customer

SunGard’s Managed Host Intrusion Detection Services (HIDS) provide for monitoring and response to intrusion events detected by host based intrusion detection Software as contracted for in the Schedule for Managed IT Services. Delivery of the Services requires deployment of Software within Customer’s systems. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.

P

Complete HIDS Requirements Form.

P

Conduct HIDS solution review meeting.

A

Install host based intrusion sensor Software in accordance with completed HIDS Requirements Form.*1

P

P P

Coordinate fine-tuning of attack policy (30 days).

P


P

Log detected Minor and Major Events on SunGard’s Portal. (2 days data via SunGard’s Portal and 90 days archived data.)

P

Notify Customer of Major Events, including description, analysis and suggested remediation.

P


P


P


P


1

P A

P P

Installed by SunGard when the server is under contract with SunGard for OS Management Services, otherwise installed by Customer.

133


Standard Tasks

Schedule Required

Standard Lead-Time

Managed HIDS

Critical LeadTime

Managed HIDS Tasks

Description

HIDS Custom Policy

30

Y

Create a customized attack policy.

HIDS Reporting Analysis

60

Y

Basic analysis and Reporting on IDS activity

Y

Initial installation and configuration of IDS solution.

HIDS Install

and

20

15

Immediate Tasks

Description

IDS Major Alert


IDS Failure


IDS Minor Alert

5

1

Y


Managed Intrusion Prevention Services (IPS) SunGard’s Managed Intrusion Prevention Services (IPS) provide for the monitoring, traffic filtering, and response to intrusion events detected by network based intrusion prevention systems as contracted for in the Schedule for Managed IT Services. Delivery of the Services may require deployment of one or more Network Security Appliance (NSA) within Customer’s network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Intrusion Prevention Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

134

Provide IPS Requirements Form.

SunGard

Managed IPS Responsibilities

Customer


P

Complete IPS Requirements Form.

P

Conduct IPS solution review meeting.

A

Provide one Ethernet port connection to each identified network segment.

P

P

Provision NSA Equipment and Software to be deployed as part of the Services.

P

Configure and activate NSA for identified network segments in accordance with completed IPS Requirements Form.

P


A

P


P

Log detected Minor and Major Events on SunGard’s Portal. (Two days data via SunGard’s Portal and 90 days archived.)

P

Automate filtering of high risk attacks as configured on the NSA

P


P

Provide on-going fine-tuning of attack signatures to optimize Services.

A

P

Apply new attack signatures when available. Monitor availability of NSA and respond to detected failures. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


135

P

P A

P P


Schedule

Standard Lead-Time

Managed IPS

Critical LeadTime

Managed IPS Tasks

Description

IPS Custom Signature

30

Y


IPS Reporting Analysis

60

Y

Basic analysis and reporting on IPS activity

Y

Initial installation & configuration of IPS solution.

Standard Tasks and

IPS Install

20

15

Immediate Tasks

Description

IPS Major Alert

Investigate IPS Major event.

IPS Minor Alert

5

1

Y

Investigate IPS Minor event.

IPS Failure

Investigate failed IPS component.

NSA Restart


Managed Vulnerability Protection Services (VPS) SunGard’s Managed Vulnerability Protection Services (VPS) provide customized, recurring vulnerability scanning of external network, application and remote access devices that enable Customer to proactively identify and remediate high-risk vulnerabilities before they can be exploited. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.

Provide VPS Requirements Form.

SunGard

Customer

Managed VPS Responsibilities

P

Complete VPS Requirements Form.

P

Conduct VPS solution review meeting.

A

Coordinate fine-tuning of attack policy (30 days) in accordance with completed VPS Requirements Form.

A

P P


P

Log reports on Portal.

P


P


136

P A

P P


Launch Scan Vulnerability Report

20 Analysis

Scanner Install

Y

20 20

Schedule Required

Standard Tasks

Critical LeadTime

Managed Vulnerability Protection Services

Standard Lead-Time

Managed Vulnerability Protection Services Tasks

Y 15

Y

Description Create a customized attack policy. Basic analysis and reporting on VPS activity Initial installation & configuration of scanner.

Immediate Tasks

Description

Report

Deliver report via SunGard’s Portal.

Managed Client VPN Services SunGard’s Managed Client VPN Services provide for day-to-day support of end users’ access to Customer’s hosted infrastructure at SunGard as well as financial applications hosted by SunGard. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. .


P

Provide Software subscriptions for SunGard-provided Equipment.

P

Provide Software subscriptions for Customer-provided Equipment.

P


P


P

Implement initial network configuration per Customer requirements.

P

Provide Managed Client VPN Policy Requirements Form. Complete Managed Client VPN Policy Requirements Form.

SunGard

Customer

Managed Client VPN Services Responsibilities

P P

Implement Managed Client VPN policy changes per Customer requirements.

P

Maintain control of passwords and IDs.

P

Monitor and notify Customer of Managed Client VPN availability.

P

Provide proactive response to Managed Client VPN availability alert.

P

Resolve reported or detected Managed Client VPN failures.

A

Monitor critical patch alerts. Provide notice within documented lead-times for requested Standard Tasks.

137

P P

P



SunGard

Customer

Managed Client VPN Services Responsibilities

P


A


P P

VPN Implementation VPN Policy Update

Schedule Required

Standard Tasks

Critical LeadTime

Managed Client VPN Services

Standard Lead-Time

Managed Client VPN Services Tasks

10

5

Y

3

1

VPN Removal

10

VPN Upgrade

10

Description Initial installation & configuration of new Managed Client VPN. Implement request to update security policy rules. Remove existing Managed Client VPN.

5

Upgrade VPN device OS to newer version.

1

Request to provide copy of Managed Client VPN policy.

VPN Provide Policy

3

VPN Add User

1

VPN Remove Customer

1

Remove a user VPN connection.

VPN Customer Update

1

Update a users VPN connection.

Y

Add a user connection.

Immediate Tasks

Description

VPN Failure

Investigate failed or crashed Managed Client VPN / VPN device.

VPN Restart

Request to restart or reboot a Managed Client VPN device.

VPN Performance

Request to investigate performance issues.

138

Managed

Client

VPN


Malicious Traffic Management Services SunGard’s Malicious Traffic Management Services provide access to a fully outsourced in-depth defense solution with application and network layer filtering as set forth on the Schedule for Managed-IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Malicious Traffic Management Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

Provide Equipment from supported vendors

A


SunGard

Customer

Malicious Traffic Management Services

P P

Provide hardware & Software maintenance agreements for 7x24 support.

P


P


P

Assemble Equipment as required.

P

Install the assembled Equipment in Customer cabinet.

P

Maintain Equipment in asset inventory.

P

Provide architecture diagram of target network.

P


A

P

Provide tuning requirements

P

A


P

Provide Malicious Traffic Management Policy Requirements Form. Complete Malicious Traffic Management Policy Requirements Form.

P A

P

Submit firewall policy changes per Customer requirements.

P

Maintain control of administrator security password and IDs.

P

Provide proactive response to application availability problems.

P

Resolve reported or detected application failures.

A


P

P


P


P

Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.

139

A

P P

Services Guide 6.0.0 Malicious Traffic Management Services Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Malicious Traffic Management

Infrastructure Implementation

20

5

Y

Initial installation and configuration of Customer’s Equipment.

Initial application configuration

5

5

Y

Initial installation and configuration of application.

Application Tuning

30

Y

Application fine tuning to Customer’s requirements

Application Policy changes

3

1

Implemented requested application configuration.

Application of Emergency security signatures

1

1

Emergency implementation of signatures.

Provide Logs / specialized Reports

3

1

Request to provide copy of application activity reports outside of standard reporting.

Provide Policy

3

1

Requests to provide copy of configuration (policies).

Description

Immediate Tasks

Description

Application Failure

Investigate application failure or system crashes.

Emergency Application changes

Emergency signatures released for significant threats.

System / Application restart

Request to restart application services.

Application Performance

Request to investigate application performance issues.

140


Managed Content Filtering SunGard’s Managed Content Filtering Services provides 24x7 advanced content and malicious site filtering to bridge the gap between firewalls and anti-virus Software as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Content Filtering Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

Provide Equipment from supported vendors

SunGard

Customer

Managed Content Filtering Responsibilities

P


P

Provide Equipment maintenance agreements for 7x24 support.

P

Provide hardware / Software licenses for Customer-provided Equipment.

P


P


P

Install assembled Equipment in Customer cabinet.

P

Maintain Equipment in asset inventory. Provide initial network configuration requirements.

P A

P


P

Maintain control of administrator security password and IDs.

P

Provide proactive response to application availability problems.

P

Resolve reported or detected application failures.

A


P


141

P P

A

P P


Managed Content Filtering Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Managed Content Filtering tasks

Infrastructure Implementation

20

5

Y

Application configuration

Description Initial installation and configuration of Customer’s Equipment.

10

5

Initial installation and configuration of application.

Application changes

3

1

Implemented requested application configuration.

Application Upgrade

3

1

Implement application patches.

Provide Logs / specialized Reports

3

1

Request to provide copy of application activity reports outside of standard reporting.

Provide Policy

3

1

Requests to provide copy of configuration (policies).

Immediate Tasks

Description

Application Failure

Investigate application failure or system crashes.

System / Application restart Application Performance

142

Request to restart application services. Request to investigate application performance issues.


Managed Digital Certificate Services SunGard’s Managed Digital Certificate Services provide Secure Sockets Layer (SSL) certificate to protect Customer’s web site, Intranets and E-commerce SSL capable systems as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

SunGard

Customer

Managed Digital Certificate Services Responsibilities

Provide Managed Digital Certificate Requirements Form.

P

Complete Managed Digital Certificate Requirements Form.

P

Contract for or provide Internet connectivity

P

Generate Certificate Signing Request (CSR)

P

Provide SSL Certificate

P

Install SSL Certificate1

P

Maintain SSL Certificate password

P


P

1

If SSL device is managed by SunGard, SunGard will generate CSR and install the SSL Certificate. Managed Digital Certificate Services Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Managed Digital Certificate Services

Renew SSL Certificate

20

5

Y


Request additional SSL Certificate

5

5

Y

New SSL Certificate

Standard Tasks

143

Description


Managed Two-Factor Authentication Services SunGard’s Managed Two-Factor Authentication Services provide access to a 24x7 two-factor authentication architecture for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P

Provide Software subscriptions for SunGard-provided Equipment.

P


P


P

Maintain Equipment in asset inventory. Provide initial network configuration requirements.

SunGard

Customer

Managed Two-Factor Authentication Services Responsibilities

P P


P

Provide Managed Two-Factor Authentication Policy Requirements Form.

P

Complete Managed Two-Factor Authentication Policy Requirements Form.

P

Implement Managed Two-Factor Authentication policy changes per Customer requirements.

P


P

Monitor and notify Customer of Managed Two-Factor Authentication availability.

P

Resolve reported or detected Managed Two-Factor Authentication failures.

A

Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented lead-times for requested Standard Tasks.

P


144

P P P

A

P P


Managed Two-Factor Authentication Services Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Managed Two-Factor Authentication Services

Implementation

10

5

Y

Patch

10

5

Apply single OS patch.

3

1

Request to update security policy rules.

Policy Update

Description Initial installation & configuration of new Managed Two-Factor Authentication.

Removal

10

Upgrade

10

5

Remove existing Managed Two-Factor Authentication. Upgrade OS to newer version.

Provide Policy

3

1

Request to provide copy of Managed Two-Factor Authentication policy.

Add User

1

Y

Add a user.

Remove Customer

1

Remove a user.

Update Customer

1

Update a user.

Immediate Tasks

Description

Failure

Investigate failed or crashed Managed Two-Factor Authentication instance.

Restart

Request to restart or reboot a Managed Two-Factor Authentication instance.

Performance

Request to investigate Managed Authentication performance issues.

145

Two-Factor


Managed Access Services SunGard’s Managed Access Services provide support and administration of hosted and remote Customer access environments (Active Directory & LDAP). The Services include account administration and security access control for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Contract for OS Management Advanced or Enterprise Services

P


P

SunGard

Customer

Managed Access Services Responsibilities


P

Provide Managed Access Services Policy Requirements Form.

P

Complete Managed Access Services Policy Requirements Form.

P

Implement Managed Access Services policy changes per Customer requirements.

P


P

Monitor and notify Customer of Managed Access Services availability. Resolve reported or detected Managed Access Services failures.

P A


P P


146

P

P A

P P


Managed Access Services Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Managed Access Services

Implementation

10

5

Y

Patch

10

5


3

1


Policy Update

Description Initial installation & configuration of new Managed Access Service instance.

Removal

10

Remove existing Managed Access Service instance(s).

OS Upgrade

10

5

Provide Policy

3

1

Add User

1

Remove Customer

1

Remove a user.

Update Customer

1

Update a user.

Y

Upgrade OS to newer version. Request to provide copy of Managed Access Services policy.

Y

Add a user.

Immediate Tasks

Description

Failure

Investigate failed or crashed Managed Access Service instance(s).

Restart

Request to restart or reboot a Managed Access Service instance(s).

Performance

Request to investigate performance issues.

147

Managed

Access

Service


Security Services Delivery Notes & Limitations Equipment Availability

Policy Changes Logs IDS Attack Response IPS Attack Response Customer Access Certificate Signing Request (CSR)

SSL Certificate use

148

SunGard does not guarantee device failure Time To Fix with regard to any Security Services. SunGard will engage and manage vendors in accordance with the terms of the underlying maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for the effect of device failures is with the device vendor. SunGard applies policy changes in accordance with Customer’s written instructions as set for on the Firewall Policy Form. If Customer provided instructions result in a Service outage, such downtime will not be counted against any Service Level commitment. SunGard can provide Customer with access to 2 days of online data and 90 days of archived log data via SunGard’s Portal for Firewall and IDS Services. Intrusion Detection Services cannot prevent attacks; only provide notice that a potential attack condition exists. SunGard’s response is limited to Customer notification. Intrusion Prevention Systems can block attacks based on pre-selected criteria. Any traffic that meets the customized attack criteria will be dropped and Customer notification will occur. SunGard is not responsible for Customer traffic that is filtered by the NSA. Customer administrative access to SunGard Managed Security Services devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data. To generate a CSR for Managed Digital Certificate Services, Customer will need to create a key pair for Customer provided SSL capable device. These two items are a digital certificate key pair and cannot be separated. If Customer loses public/private key file or password and generate a new one, the SSL Certificate will no longer match resulting in the need for a new SSL Certificate. Request for a new SSL Certificate may be charged. Managed Digital Certificate Services SSL certificates can not be used on more than one physical server or device at a time, unless contracted for accordingly. When private keys are moved among SSL devices (Servers or SSL Accelerators) accountability and control decreases, and auditing becomes more complex. Sharing certificates on SSL devices is unsupported by SunGard and may compromise your security posture, as well as complicate the tracing of a security breach.


MONITORING SERVICES Standard Monitoring Services SunGard’s Standard Monitoring Services provides up/down status for IP-network attached devices using standard Internet protocols. In order for SunGard to deliver the Services, the devices must be network accessible to the SunGard management fabric. Standard Monitoring Services are available for the number and type of devices as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Frequency

ICMP capable devices

ICMP Poll Negative Response.

5 Minutes

Non-ICMP capable devices

SNMP Poll Negative Response from device exclusive of SNMP traps.

5 Minutes

The following table defines SunGard’s response to each type of event. Event o o

ICMP Poll Negative Response SNMP Poll Negative Response

Response o o

Open Critical Incident Notify Customer

Provide connectivity to the device for the SunGard monitoring infrastructure.

P

Provide dedicated monitoring NIC (as applicable).

P

Permit unused network device interfaces to be configured as administratively down.

P

Provide Monitoring Requirements Form. Complete Monitoring Requirements Form.

P P

Monitor ports identified in the Monitoring Requirements Form (only one IP address included for each device to be monitored).

P

Notify Customer of detected alerts. Notify SunGard of device address changes.

149

SunGard

Standard Monitoring Services Responsibilities

Customer

The following responsibilities are defined for Standard Monitoring Services.

P P


Advanced Monitoring Services– Operating System SunGard’s Advanced Monitoring Services–Operating System detect system level events that indicate immediate or potential failures. Advanced Monitoring Services – Operating System are available for the number of servers as contracted for on the Schedule for Managed IT Services. The following Table of Standard Events defines the monitored events and the method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events Event

Detection

System Availability

Response to ICMP Poll on management IP address

Process Availability

Process Up/Down Status (up to five named processes)

System Log (Unix)

Critical Level Kernel Messages

CPU Utilization

Sustained Threshold

Memory Utilization

Sustained Threshold

Paging Space Utilization

Sustained Threshold

File System Utilization

Sustained Threshold (up to five file systems)

The following Table defines SunGard’s response to each type of event. Event

Response

o o o

System Availability Process Availability System Log

o o o

Open Critical Incident Notify Customer Begin Server Incident Resolution1

o o o o

CPU Utilization Memory Utilization Paging Space Utilization File System Utilization

o o o

Open Major Incident Notify Customer Investigate Incident & Determine Action Plan*

1

Only available if Customer contracts with SunGard for Operating System Management Services.

150



P

Provide dedicated monitoring NIC (same NIC can be used for monitoring and management services).

P

Provide System Monitoring Requirements Form.

SunGard

Advanced Monitoring Services – Operating System Responsibilities

Customer

The following responsibilities are defined for Advanced Monitoring Services – Operating System Services.

P

Complete System Monitoring Requirements Form.

P

As necessary, license hardware monitoring agents.

P

Install & configure platform and hardware monitoring agents.

P

Monitor availability & thresholds identified by System Monitoring Requirements Form.

P

Notify Customer of detected alerts in accordance with the System Monitoring Form.

P

Provide monthly availability and threshold report via SunGard’s Portal.

P

151


Advanced Monitoring Services - Database SunGard’s Advanced Monitoring Services – Database detect database events that indicate immediate or potential failures. Advanced Monitoring Services – Database are available for the number of servers and the number of database instances as contracted for on the Schedule for Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events Event

Detection

Database Availability

Database Up/Down Status

Database Error

Database Logs Critical Error

Archive Log

Archive Log Unavailable

Table Space Utilization

Threshold

Table Extent Utilization

Threshold

The following Table defines SunGard’s response to each type of Event. Event

Response

o


o o o

Open Critical Incident Notify Customer Begin Database Incident Resolution1

o o o o

Database Error Archive Log Table Space Utilization Table Extent Utilization

o o o

Open Major Incident Notify Customer Investigate Database Incident & Determine Action Plan

1

Only if the Database application is under contract with SunGard for Application Support – Managed Database Services.

152


Subscribe to Advanced Monitoring Services – Operating System or other Service offerings which include Advanced Monitoring Services – Operating System.

P

Provide Database Monitoring Requirements Form. Complete Database Monitoring Requirements Form.

SunGard

Advanced Monitoring Services – Database Responsibilities

Customer

The following responsibilities are defined for Advanced Monitoring Services – Database Services.

P P

Install and configure DB monitoring agents.

P

Monitor availability and thresholds identified on the completed Database Monitoring Form.

P

Notify Customer of detected alerts based on requirements in the Database Monitoring Form.

P

If Customer contracts for Advanced Application Support – Database, the Services include SunGard using commercially reasonable efforts to resolve detected DB issues.

P

153


Advanced Monitoring Services - Exchange SunGard’s Advanced Monitoring Services – Exchange detect Microsoft© Exchange events that indicate immediate or potential failures. Advanced Monitoring Services – Exchange are available for the number of servers and the number of Exchange instances as contracted for on the Schedule for Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events Event

Detection

Exchange Availability

Exchange Up/Down Status

Exchange Error

Exchange Logs Critical Error

Archive Log


Mail Store Utilization

Threshold


Response

o


o o o

Open Critical Incident Notify Customer Begin Exchange Incident Resolution1

o o o

Exchange Error Archive Log Mail Store Utilization

o o o

Open Major Incident Notify Customer Investigate Exchange Incident & Determine Action Plan

1

Only if the Exchange application is under contract with SunGard for Managed Exchange Services.

154


Advanced Monitoring Services- Web SunGard’s Advanced Monitoring Services - Web detect up/down status for Customer provided URL addresses and TCP ports. Devices must be network accessible to the SunGard management fabric in order for SunGard to provide the Services to Customer. Advanced Monitoring Services - Web are available for the number of URLs as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Frequency


Customer specified web server specific processes (i.e. DLLhost, InetInfo, and www service).

N/A

System Log

Critical Level System Web Server Log Messages

N/A

User Connections

Sustained Threshold

N/A

Server Connections

Sustained Threshold

N/A

TCP Ports

TCP Poll Negative Response

5 Minutes

URL

o o o o

HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes other than: 200, 301, 302.

5 Minutes


Response

o o o

TCP Poll Negative Response Process Availability System Log

o o


o o

User Connections Server Connections

o o

Open Major Incident Notify Customer

o

HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes Other Than: 200, 301, 302.

o o o o o o o o

Attempt Manual Browse If Site Not Available or Extremely Slow Open Critical Incident Notify Customer Begin Internet Incident Resolution If Site Available Open Minor Incident Notify Customer

o o o

155



P


P


SunGard

Advanced Monitoring Services - Web Responsibilities

Customer

The following responsibilities are defined for Advanced Monitoring – Web Services.

P P

Monitor ports & URLs as specified in the Monitoring Requirements Form.

P

Notify Customer of detected alerts.

P

Notify SunGard of device address or URL name changes.

P

Advanced Monitoring Services - Device SunGard’s Advanced Monitoring Services - Device detect up/down status for Customer devices and events that indicate immediate or potential failures. Devices must be network accessible to the SunGard management fabric. Advanced Monitoring Services - Device are available for the number of devices as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Network Availability


CPU Utilization

Sustained Threshold

Memory Utilization

Sustained Threshold

Temperature Threshold

Sustained Threshold


Critical Level Syslog Message

Fan Failure


WAN Interface Utilization

Sustained Threshold

156



Response

o o

Network Availability Power Supply Failure

o o


o o o o o

CPU Utilization Memory Utilization Temperature Threshold Fan Failure WAN Interface Utilization

o o



SunGard

Advanced Monitoring Services – Device Responsibilities

Customer

The following responsibilities are defined for Advanced Monitoring Services – Device.

P

Provide Monitoring Requirements Form.

P

Complete Monitoring Requirements Form.

P


P

Monitor ports identified by Monitoring Requirements Form.

P


P

Notify SunGard of device address changes.

157

P


Web Transaction Monitoring Services SunGard’s Web Transaction Monitoring Services provide for execution of a Customer provided transaction to measure end-to-end application responsiveness. Web Transaction Monitoring Services are available for the number of transactions for which Customer has contracted with SunGard as set forth on the Schedule for Managed IT Services. Each transaction may include up to five (5) discrete steps. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table defines the monitored devices and Events. Device

Event

Frequency

URL

Executed Transaction

5 Minutes

The following table defines SunGard’s response to each type of Event. Event o

Transaction Negative Response

Response o o

Open Major Incident Ticket Notify Customer


P


P


P

Develop Customer transaction in response to requirements.

A

Approve Customer transaction procedure as developed.

P

Provide script to execute approved Customer transaction. Test and verify transaction.

SunGard

Web Transaction Monitoring Services Responsibilities

Customer

The following responsibilities are defined for Web Transaction Monitoring Services.

P P

A

P

Execute and monitor transaction results identified by Monitoring Requirements Form.

P


P


158

P


Website Reporting Services (WSR) THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED IT SERVICES. CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES.

Provide Website Reporting Requirements Form. Complete Website Reporting Requirements Form.

P P

Provide Website Reporting infrastructure via WebTrends Reporting Center™1.

P

Configure Website Reporting for the number of URL’s contracted for on the Schedule.

P

Provide web-based access to results produced by Website Reporting.

P

Resolve reported or detected Website Reporting failures.

A

Provide notice within documented lead times for Web Site Reporting Standard Tasks.

P

Provide Website Reporting Standard Tasks as scheduled. Test and verify SunGard implemented Standard Tasks. Provide support for Website Reporting Immediate Tasks. 1

SunGard

Website Reporting Services Responsibilities

Customer

SunGard’s Website Reporting Services provide for the monitoring of web traffic associated with the URL’s as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

WebTrends Reporting Center is a registered trademark of NetIQ Corporation.

159

P

P A

P P


Critical LeadTime

10

5

WSR Add URL

5

1

Y

Add URL to Website Reporting.

WSR Remove URL

5

1

Y

Remove URL from Website Reporting.

Website Reporting Services

Standard Tasks WSR Configure URL

Schedule Required

Standard Lead-Time

Website Reporting Services (WSR) Tasks

Description Configure Website Reporting for existing URL

Immediate Tasks

Description

WSR Failure

Resolve Website Reporting failures.

WSR Performance

Investigate Website Reporting performance issues.

Monitoring Services Delivery Notes & Limitations Polling Cycle

SNMP Traps Monitoring Address

False Positive

160

It is possible that during a polling cycle a device or service fully resets and the event is not detected. Monitoring Services will only detect devices or services that have not responded during an entire polling cycle. Standard Monitoring Services are limited to detecting positive or negative responses from direct polling and will not detect SNMP traps. The IP address used for monitoring must be assigned and administered by SunGard. If this is not practical within your environment, SunGard will attempt alternate solutions including the use of dedicated network interface cards (NIC). If SunGard cannot provide a solution to network address conflicts, Monitoring Services will not be available to the device(s). Any costs associated with alternate solutions are the Customer’s responsibility and will be the presented to Customer for approval before implementation. During normal operation it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example, SunGard may receive an alert that a device is not responding, but the device is actually still available. While SunGard’s management fabric is designed to mitigate such events; SunGard cannot guarantee that such false-positive alerts will not occur.

Services Guide 6.0.0 Monitoring Services Delivery Notes & Limitations (continued) Unused Interfaces Agent

JavaScript

Transaction Development

Other Events

Logical or Physical Partitions

161

Unused IP interfaces must be configured as administratively down. If such IP interfaces remain active the Service will not be available to the device(s). Some Monitoring Services may require that a monitoring agent be installed on the OS. If the server OS is not managed by SunGard then Customer will need to install the agent. In this case, SunGard is not responsible for agent failures due to incorrect installation or Software compatibility issues. As required by the vendor, SunGard may need to upgrade agent revision levels. If the server OS is not managed by SunGard, then Customer is responsible to install the upgrade. SunGard will provide as much notice as possible prior to requiring an agent upgrade, whether SunGard or Customer is performing the work. Website’s which are heavily dependent upon Client-side JavaScript, may not be able to be monitored using Advanced Monitoring - Web or Web Transaction Monitoring Services and will be addressed on a case by case basis. For Web Transaction Monitoring Services each transaction step represents a specific application request such as an HTTP page GET or POST. For example, in Step 1 you might test a page download time, in Step 2 test a user logon, and in Step 3 test a DB search response time. The resultant group of steps represents a single transaction that is executed on a regular basis as determined by Customer. SunGard will work directly with Customer’s internal application experts to develop the requirements for each step of each transaction. SunGard will then provide a written summary detailing our understanding of those requirements, and once approved, SunGard will implement the requirements as documented. Monitoring Services will only detect the specific events identified in “The Table of Standard Events” associated with the applicable Services. The following events may be detected through Monitoring Services, depending on whether or not they also result in one of the Standard Events being triggered: o Hung or Partially Hung OS or Application o Hardware Errors o System Errors o Process Errors o Website Errors o Application Errors o Log Messages Advanced Monitoring Service – Operating Systems provide for monitoring of one (1) Operating System instance on a physical server. Operating Systems that reside on logical or physical partitions can only be monitored as part of Operating System Management Enterprise Services.


REPLICATION SERVICES Server Replication Services SunGard’s Server Replication Services provide support for SunGard provided server replication solutions. SunGard can provide these Services on Microsoft Windowsbased servers supported by SunGard as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide and support a source and target server environment compatible with identified replication Software. 1

P

Provide and/or contract for data backup for source and target server environment. 1

P

Provide and/or contract for data replication bandwidth between source and target servers. 1

P

Complete the Server Replication pre-install checklist prior to implementation

P

Identify source and target servers on which the replication Software will be loaded, including local standby servers.

P

Provision identified replication Software and related maintenance agreements. Provision all Software as required to implement Customer solution other than identified replication Software.

SunGard

Server Replication Services Responsibilities

Customer

Please note that Server Replication Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

A

P P

Perform initial installation and configuration of identified replication Software on source & target servers.

P

Notify Customer of vendor recommended Software patch, maintenance & release changes for the replication Software.

P


P

Provide notice prior to any changes on source and/or target environments that might impact the replication operation.

P


P


A


P

Provide support for Immediate Tasks. 1

P P

Subject to the Services contracted for by Customer, Customer, SunGard or both may support the source and target server environment and related bandwidth.

162


Server Replication Services Tasks

Critical Lead-Time


5

1

Configure replication tuning parameters.

Software Install

5

3

Install replication Software product.

Software Patch

5

1

Apply single patch to replication Software product.

10

5

Upgrade replication Software to newer version.

Standard Tasks

Software Upgrade

Schedule Required

Standard Lead-Time

Server Replication

Description Software

initialization

Immediate Tasks

Description

Software Failure

Investigate replication Software failure or crash.


Investigate replication Software license failure.

163

and


Virtual Server Replication Services SunGard’s Virtual Server Replication Services provides support for Microsoft Windows-based physical or virtual (VM) servers in the customer environment as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide and support a source physical or virtual server environment compatible with identified replication and management agents, based on Customer Design Requirements form.

P

Complete the VSR Customer Design Requirements form checklist prior to implementation

P

Provide backup for OS and OS Management services for the provisioned VM target replication virtual (VM) server (Arbiter).

A P

Provide and/or contract for data replication bandwidth between source & target servers.

P

Identify source physical or virtual host servers on which the replication and management agents will be loaded.

P

Provision replication and management agents for source and target hosts along with Windows and VMware licensing for target VM’s. Provision all source servers, operating systems and applications to implement customer solution.

SunGard

Virtual Server Replication Services Responsibilities

Customer

Please note that Virtual Server Replication Services is a bundled Service, which includes the provisioning of hardware, Software, and management in a virtual environment. The design and management of this virtual environment is completely at the discretion of SunGard.

P P

Perform initial installation & configuration of replication and management agents on source hosts and target arbiter.

P

Notify Customer of vendor recommended agent patch, maintenance & release changes for the replication and management agents.

P


P


P


P


A


P


164

P P


Schedule Required

Standard Tasks

Standard Lead-Time

Virtual Server Replication

Critical LeadTime

Virtual Server Replication Services Tasks

Description

Replication Software Provisioning

5

1

Provision replication and management agent Software, validate Customer Design Requirements form and provision backend management.

Replication Software Configuration Changes

5

3

Modify replication path changes and host IP changes

10

5

Failover tests can be conducted quarterly, noncumulative.

Failover Testing Immediate Tasks

Description

Replication Failure

Investigate replication or management agent failure or crash.

Software

Failover Activation

Upon successful authentication by the Service Desk and confirmation by the customer, the failover process will be initiated.

Storage Replication Services - Hosting

Customer must contract for the following SunGard Network Services: prerequisites - Managed Internet Access Services; and/or Managed CPE Services; and/or Cross Connect Services to facilitate appropriate connectivity between source and target storage arrays.

P

Customer must contract with SunGard for the appropriate Space and Power to support storage array(s) and supporting Equipment hosted within a Designated SunGard Facility.

P

Contract with SunGard for connectivity between Customer target storage array and the designated SunGard Facility.

P

165

SunGard

Storage Replication Hosting Services Responsibilities

Customer

SunGard’s Storage Replication Services-Hosting provides for the implementation and management support for various vendor storage arrays as contracted for in the Schedule for Managed IT or Advanced Recovery Services. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provision Fibre Channel or Ethernet ports on the storage array for attaching the storage array management agent server if Customer is contracting for additional array monitoring or replication monitoring.

P

Provision gatekeeper volumes (minimum 4) on target storage array to enable monitoring and management. (only applicable to EMC Symmetrix)

P

Provide storage array upgrades to source storage sub-system as required to support the selected storage replication mode, including: cache, Software, microcode, and channel adapter interface Equipment.

P

Provision all cables at the target site (SunGard Facility) including: demarcation and network termination Equipment and, network termination Equipment and storage array channel interface.

P

Provide Customer with required length for all cables. Provide Equipment Management Services for the number of devices as contracted for in the Schedule for Managed IT or Advanced Recovery Services.

SunGard

Storage Replication Hosting Services Responsibilities

Customer


P A

P

Cable and connect circuit termination Equipment to target storage sub-system.

P

Install storage array management agent server & attach to storage array, if Customer is contracting for additional array or replication monitoring.

P

Install storage array management agent Software on management server If Customer is contracting for additional array or replication monitoring.

P

Customize the storage management infrastructure for Customer, e.g. naming, location, etc.

A

Connect storage array management agent server to storage management infrastructure if Customer is contracting for additional array or replication monitoring. Create a disk configuration file for the storage array. *

P P

A

P

* These tasks may be performed by OEM hardware Vendor and may not be applicable to all storage array platforms.

Storage Replication Services – Array-Based Replication: EMC SRDF SunGard’s Storage Replication Services – Array-Based Replication: EMC SRDF provide for cooperative support of the replication sessions between source storage at Customer’s facility, and the target storage at the designated SunGard Facility as set forth in the applicable Schedule for Managed IT or Advanced Recovery Services. Supported replication facilities include EMC Symmetrix Remote Data Facility/Asynchronous (SRDF/A), and Symmetrix Remote Data Facility/Synchronous (SRDF/S) In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

166

Customer

Storage Replication Services – Array-Based Replication: EMC SRDF responsibilities

Contract for the following SunGard prerequisite – Storage Replication Hosting Services

SunGard


P

Provide EMC SRDF/S, or /A Requirements Form.

P

Complete & return EMC SRDF/S, or /A Requirements Form.

P

Provision required SRDF volumes on target disk array to enable monitoring and management.

P

Ensure gatekeeper disk is provisioned to enable SunGard monitoring.

P

Create a BIN file for disk configuration changes for the target disk array. *

P

Provision SRDF replication software licenses for source & target arrays

P

Install supported SRDF replication software on customer source array. *

P

Enable SRDF replication software on source array. *

P

Select critical data to be replicated from the source storage.

P

Establish consistency groups.

P

Define data copy/split schedule with data copy software if required.

P

A

Design, create, document, & maintain disk configuration changes file for source array.

P

A

Install EMC SRDF/S or /A on target disk array. *

P

Enable EMC SRDF/S or /A on target disk array. *

P

Initiate the data copies on the target arrays.

A

P

Design, create & document disk configuration changes for target array.

P

A

Maintain disk configuration change log for target, based on Customer change request procedures and notification critieria.

A

P

Perform initial data mirror between source and target array.

P

A

Test and verify data transfer, the infrastructure and monitoring.

A

Notify the Service Desk when replication facility is operational. Notify and regularly update through source/target disk environment.

change

control

any

changes

* These tasks will be performed by the hardware OEM vendor.

167

P P

to

P


Add/Delete Volumes

5

1

10

5

5

1

10

5

Logical

Storage Assessment Performance Reporting Coordinate Microcode changes

Schedule Required

Standard Tasks

Critical LeadTime

Storage Replication Services - Replication Facility

Standard Lead-Time

Storage Replication Services – Array-Based Replication: EMC SRDF Tasks

Y

Description

File Disk volume selection consistency group setup.

for

replication

Coordinate microcode changes with Customer and storage array vendor

Immediate Tasks

Description

Table of EMC SRDF Events Event

Detection

Link Inactive

SRDF device is inactive

SRDF Error

Replication engine error

SRDF operations suspended for some devices

Replication operations suspended for some devices

Link Error

A single SRDF link in a group is not operational

Link Down

An SRDF link in a group is not operational

The following Table indicates SunGard’s response to each type of event. Event

Response

o o

SRDF Error Link Error

o o o

Open Critical-1 Notify Customer Begin Problem Resolution

o o

Link Inactive SRDF operations suspended for some devices Link Down

o o o

Open Critical-2 Notify Customer Investigate Problem & Determine Action Plan

o

168

and

Services Guide 6.0.0 Storage Replication Services – Array-Based Replication: IBM Global Mirror

Contract for the following SunGard prerequisite – Storage Replication Hosting Services

SunGard

Storage Replication Services – Array-Based Replication: IBM Global Mirror Responsibilities

Customer

SunGard’s Storage Replication Services – Array-Based Replication: IBM Global Mirror provide for the cooperative support of the replication sessions between source storage at Customer’s Facility, and the target storage at the designated SunGard Facility as set forth in the applicable Schedule for Managed IT or Advanced Recovery Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Provide IBM Global Mirror Requirements Form.

P

Complete & return IBM Global Mirror Requirements Form.

P

Provision required IBM Global Mirror volumes on target disk array to enable monitoring and management.

P

Create a file for disk configuration changes for the target disk array.

A

Provision Global Mirror IBM Global Mirror Replication Software licenses for source & target arrays

P

Install IBM Global Mirror Replication Software on customer source array. *

P

Enable Global Mirror IBM Global Mirror Replication Software on source array. *

P

Select critical data to be replicated from the source storage.

P

Establish consistency groups.

P

Define data copy/split schedule with IBM Global MirrorData Copy Software if required.

P

A

Design, create, document, & maintain disk configuration changes file for source array. *

P

A

Install IBM Global Mirror Software on target disk array. *

P

P

Enable IBM Global Mirror Software on target disk array. *

P

P

Initiate the data copies on the target arrays. *

P

P

Design, create, & document disk configuration changes file for target array.

AP

PA

Maintain disk configuration change logs file for target, based on customer change request procedures and notification.

AP

P

Perform initial data mirror between source and target array.

P

A

Test and verify data transfer, infrastructure and monitoring.

A

P

Notify the Service Desk when replication facility is operational. Notify and regularly update through change control any modifications to source/target disk environment.

* These tasks will be performed by the hardware OEM vendor.

169

P P


Add/Delete Volumes

5

1

10

5

5

1

10

5

Logical

Storage Assessment Performance Reporting Coordinate Microcode changes

Schedule Required

Standard Tasks

Critical LeadTime

Storage Replication Services – IBM Global Mirror

Standard Lead-Time

Storage Replication Services – IBM Global Mirror Tasks

Y

Description

Disk Volume selection for replication and consistency group setup.

Coordinate microcode changes with Customer and storage array vendor

Immediate Tasks

Description

Table of IBM Global Mirror Events Event

Detection

PPRC Links Degraded

Links degraded

PPRC Links Down

Links Down

Consistency Group PPRC Pair Error

Consistency Group PPRC Pair Error

PPRC Devices Suspended due to error

PPRC Devices Suspended due to error

PPRC Session Fatal

PPRC Session Fatal

PPRC Consistency Failure

Group

PPRC Consistency Group Failure

PPRC Master Terminated

PPRC Master Terminated

PPRC Flashcopy at Remote Site Unsuccessful

PPRC Flashcopy at Remote Site Unsuccessful

PPRC Target Unsuccessful

PPRC Target Termination Unsuccessful

PPRC Paused

170

Termination

PPRC Paused


The following Table indicates SunGard’s response to each type of Event. Event o o o o o o o o o

o

Response

PPRC Links Degraded PPRC Links Down Consistency Group PPRC Pair Error PPRC Devices Suspended due to error PPRC Session Fatal PPRC Consistency Group Failure PPRC Master Terminated PPRC Flashcopy at Remote Site Unsuccessful PPRC Target Termination Unsuccessful

o o o

Open Critical-1 Notify Customer Begin Problem Resolution

PPRC Paused

o o o


Table of Standard Events Event

Detection

Failure Resource Detected

A serviceable event was reported to IBM using IBM’s Call Home.

The following table sets forth SunGard’s response to each type of Event. Event o

171

Failure Resource Detected

Response o o o

Open Critical-1 Notify Customer Verify Timely Problem Resolution by Vendor


Storage Replication Services – Array Monitoring SunGard’s Storage Replication Services – Array Monitoring detect events that indicate immediate or potential failures on storage sub-systems for which a Customer has contracted with SunGard for Storage Replication Services-Array Monitoring as set forth on a Schedule for Managed IT or Advanced Recovery Services. These Services are only available for select EMC or IBM sub-systems, unless otherwise indicated on an addendum to the Schedule. In order for the Services to be delivered, the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored events and the method of detection. Table of Standard Events Event

Detection

Fibre Low Light Level

FC Optical module problem adapter reported error

Temperature

Temperature alert

Power Subsystem

Power sub-system error

AC Line Problems Detected

AC Line Problems Detected

Storage Array Battery

Battery not completely charged

Latched Alarms

Latched Alarms discovered for Power System

Thermal Detector Test Failure

Thermal Detector Test Failure

Thermal Event

Thermal Event

Controller Fault

Controller Fault

Controller Status

Displays the status of a storage array Controller

Volume Not Ready

Volume is not ready

Service Processor Down

Service Processor is not communicating with storage array

PC Communications Error

Service Processor could not complete a call for service

Physical drive failure

A physical drive may have failed

RAID device write disabled

172

Services Guide 6.0.0 The following table sets forth SunGard’s response to each type of Event. Event o o o o o o o o o o o o o o

173

Response

Fibre Low Light Level Temperature Power Subsystem Storage Array Battery Latched Alarms Thermal Detector Test Failure/Thermal Event Controller Fault Controller Status Physical drive failure

o o o

Open Critical-1 Notify Customer Verify Timely Problem Resolution by Vendor

AC Line Problems Detected Volume Not Ready Service Processor Down PC Communications Error RAID device write disabled

o o o



Storage Replication Services-Data Copy Management Services (Standard and Advanced) SunGard’s Data Copy Management (DCM) Services provide for cooperative support of data copies taken on the source and/or target storage array to facilitate storage replication sessions between the source or target storage system at the designated SunGard Facility. DCM Services include support for EMC, DMX and IBM DS6800 and DS8000 arrays. Other arrays and manufacturers may supported by separate addendum. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. DCM Services-Advanced allows for a specific number (as defined in the applicable Schedule) of “ad-hoc” copy splits over and above the two allowed in DCM Standard Services.

Contract for Storage Replication Services-Array-Based Replication, SRDF or Global Mirror.

P

Provide required Data Copy Software license for target disk array.

P

Provide capacity in the target subsystem for copy of data for testing. CUSTOMERS THAT DO NO HAVE A SET OF DATA COPIES ON THE TARGET WILL NEED TO PERFORM A FULL SYNCHRONIZATION OF REPLICATION FACILITY AFTER THEY COMPLETE A FAILOVER TEST.

P

Enable Data Copy Engine on target disk array. Communicate a list of the remote replication copies (e.g. R2s for EMC SRDF) and the mapping to the data copy pool.

SunGard

Customer

Storage Replication Services-Data Copy Management Services Responsibilities

P P

Create script to “split” a source/target set of data copies for the entire set of logical volumes.

P

Create script to “establish” a source/target set of data copies for the entire set of logical volumes.

P

Initiate script to suspend production replication facility session, split Data Copy volumes, and resume production replication facility session.

P

Create scripts to convert remote target replication volumes from “Read Only” mode to “Read-Write” for recovery testing for customers testing using the remote replication volumes. CUSTOMERS USING THE REMOTE REPLICATION VOLUMES FOR FAILOVER TESTING WILL HAVE NO REPLICATION PROTECTION DURING TESTING.

P

Coordinate Storage Array(s) changes with SunGard’s Change Control process

P

A

Coordinate target copy for recovery (if Recovery Services contracted for) or failover testing

P

A

Notify Service Desk when testing is finished

P


A


174

P P


Critical LeadTime

Add/Delete Logical Volumes

5

1

Upgrade Data Copy Software

20

10

Add Data Copy Software functionality

20

10

Data Copy Management Services

Standard Tasks

Schedule Required

Standard Lead-Time

Data Copy Management Services Tasks

Description

Upgrade Data Copy Software to newer version. Y

Enable additional Data Copy functionality.

Manage Data Copy changes for recovery test

30

10

Initiate Data Copy splits, connect Data Copies to recovery systems, and reestablish Data Copies after the test.

Update Data Copy Software scripts to support new volume configurations

20

10

To maintain the replication process as specified in the Schedule.

LUN Masking

30

10

Y

Mask LUNs on recovery fabric switch for failover test.

Immediate Tasks

Description

Manage Data Copy changes for recovery

Initiate Data Copy splits, connect Data Copies to recovery configuration(s), and reestablish Data Copies after the test.

Secure2Disk Services SunGard’s Secure2Disk Services provide for automatic local and secure off-site backups of critical production file systems, databases and application data as contracted for in the applicable Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The Secure2Disk Services defined below are based on an assumption that Customer is contracting with SunGard for traditional Recovery Services and as such, Secure2Disk Services will be contracted for on a Schedule for Advanced Recovery Services. If Customer is not contracting with SunGard for Recovery Services, but only contracting for Managed IT Services, then all items below which are applicable to Tests and or Disaster support below are not available to Customer.

175

Provide server, file system, database and application backup requirements to allow proper sizing of the Secure2Disk Services and network bandwidth.

P

Deliver Secure2Disk Appliance components for use at Customer’s Location.

SunGard

Secure2Disk Services Responsibilities

Customer


A P

Provide adequate rack space, power, cooling and security for the Secure2Disk Appliance components at Customer’s Location.

P

Install the Secure2Disk Appliance components into Customer provided rack space.

P

A

Perform setup and configuration of the Secure2Disk Services client software remotely.

A

P

Provide Customer with training on the use, daily operations and establishing end-user security definitions on the Appliance.

A

P

Provide and maintain Local Area Network (LAN) connectivity between the source servers and the Secure2Disk Appliance at Customer’s Location

P

Provide adequate IP WAN bandwidth (Internet or dedicate circuit) between the Secure2Disk Appliance and the designated SunGard Secure2Disk point of presence.

P

Define and manage backup sets, schedules and retention rules based on Customer’s backup policies

P

Create and maintain Customer’s data encryption key

P

Provide any required open file manager software and licenses

P

Determine the method to be utilized for the initial (seed) backup

P

Coordinate and define the schedule for the initial (seed) backup

P

A

As required, load initial backup to removable disk unit(s) based upon the agreed to schedule and ship to the designated SunGard Secure2Disk Vault Recovery Center using Federal Express Custom Critical..

P

A

Provide, manage and operate Secure2Disk Vault complex at the designated SunGard Recovery Center.

P

Import initial backup into the Secure2Disk Vault at designated SunGard Recovery Center

P

Utilize Secure2Disk Service client software to execute, manage and monitor backups, obtain reports and restore data as needed.

P

Provide Secure2Disk Recovery Appliances at designated SunGard Recovery Center where Secure2Disk Vault is located to facilitate restoration of Recovery Services Customers’ backup data at time of Test or Disaster. Customer acknowledges that the Recovery Appliance must be contracted for on Customer’s Schedule for Recovery Services. Install Customers’ data encryption key on scheduled Secure2Disk Recovery Appliance(s) at time of Test or Disaster at the designated SunGard Recovery Center. Manage and monitor the Secure2Disk Services hardware and software infrastructure at Customer’s Location and at the designated SunGard Recovery Center on a 24x7 basis.

176

P

P

P

Customer

Secure2Disk Services Responsibilities

SunGard


Provide 24x7 support for all hardware, software, storage and networking components of the Secure2Disk Services.

P

Provide Secure2Disk Services product upgrades and updates for hardware, software, storage and networking components.

P

Notify SunGard of any significant changes to Customer’s production environment that may result in Customer exceeding the contracted-for storage capacity.

P

Delete Customer’s data from the Secure2Disk Appliance and promptly return all Secure2Disk Appliance components to SunGard upon contract termination or default. Customer is responsible for the selection and all costs related to its data erasure software.

P

Increase size of Secure2Disk Service

Return backup data to Customer

30

30

5

-

Schedule Required

Standard Tasks

LeadTime

Secure2Disk Services

Standard LeadTime Critical

Secure2Disk Services Tasks

Y

N

Description Increase the amount of data being backed up to accommodate Customer growth as a result of any change to Customer’s environment. Upon receipt of a written Customer request, SunGard will at the end of the current Agreed Term of the applicable Recovery Services Schedule off load Customer’s backup data from the Secure2Disk Vault to removable disk unit(s) and ship the disk unit(s) to Customer at Customer’s expense. Customer will promptly return the removable disk unit(s) to SunGard at Customer’s expense or will be billed for the full cost of the unit(s).

Service Delivery Notes & Limitations Data Deletion Policy

177

Deletion of Customer data from the Appliance is the responsibility of Customer. Deletion of Customer data from the Vault will be done by SunGard in accordance with standard procedures.


Replication Services Delivery Notes & Limitations Availability

Spare Parts

Peripherals

Licenses Other Services

For any failures or malfunction of the Equipment and/or the Software for which Customer has contracted with SunGard for Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for the effect of Equipment and/or Software failure lies with the OEM or maintenance vendor. SunGard does not maintain a spare parts inventory. Failed Equipment is repaired through vendor maintenance support agreements. Subject to SunGard’s written approval, a Customer may provide or have vendors provide spare parts for cold storage within the allocated Customer Space only. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware components to complete projects or remedy problems. Out of pocket expenses incurred by SunGard may be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any Support or Management Services. Replication Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not specifically identified in the Standard Tasks for that Services.

ARCHIVING SERVICES Archiving Services for Messaging THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES. SunGard’s Archiving Services for Messaging enables a Customer to archive and retrieve emails as identified in the Addendum to the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

178

SunGard

Archiving Service for Messaging Responsibilities

Customer


Provide SunGard access to Customer Exchange Server.

P

Provide or contract for network connectivity between Customer Exchange Server(s) and SunGard’s Archiving Services for Messaging infrastructure.

P

A

Provide router(s) at Customer Facility or contract for SunGard Managed CPE Services.

P

A

Provide Firewall at Customer Facility or contract for SunGard Managed Firewall Services.

P

A

Develop IP address scheme for connection to archiving infrastructure at the Designated SunGard Facility.

A

P

Configure Customer into archiving infrastructure.

A

P

Create Journaling mailbox(s) in Customer Exchange Server(s) to provide SunGard access for message archiving.

P

Initiate journaling of all email messages to journaling mailbox(s).

P

Establish offsite backup for archived messages.

P

Monitor critical path alerts.

P

Perform requested Standard Tasks as identified below.

P


A

P

Deletion of data from the Archive

P

A

Maintenance tasks as outlined by the Administrator's guide for the archival Software

P

A

Provide and Define collection rules and retention policies

P

Provide ownership information for PST/NSF files

P

Ensure all PST/NSF files are not encrypted or password protected

P

Any support issues must be reported to SunGard

P

Additional Exchange Server

Add archive space to existing environment

Add licensing to existing environment

179

Schedule Required

Standard Tasks

Critical Lead-Time

Archiving Services for Messaging

Standard Lead-Time

Archiving Services for Messaging Tasks

45

5

Y

45

10

5

5

Description Add Customer server to the archiving environment

Y

Increase allocations to accommodate Customer growth in accordance with contractual commitment as set forth on the Schedule for Managed IT Services.

Y

Increase allocations to accommodate Customer growth in accordance with contractual commitment as set forth on the Schedule for Managed IT Services.

A


Archiving Services for Messaging Delivery Notes & Limitations Availability

Peripherals

Licenses

For failures of the Equipment or Software contracted under any Support & Management Services, SunGard does not guarantee a time to fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for the effect of Equipment and/or Software failure lies with the OEM or Customer’s maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses may be charged back to the Customer without surcharge. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any type of Support and/or Management Services.

Services For Medical Images - Standard On-Line Archiving Services THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES – STANDARD ONLINE ARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGard’s Services for Medical Images (SMI) provides a 24x7 managed service for the archival and retrieval of DICOM formatted medical images as contracted for in the Addendum for Services for Medical Images. The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

180

Provide Site Survey Form.

SunGard

SMI – Standard On-Line Archiving Services Responsibilities

Customer


P

Complete Site Survey Form.

P

Provide secure environment & adequate Space for placement of SunGard provided On-Line server and any related Equipment (“Online Server”).

P

Provide sufficient Power and cooling for Online Server.

P

Provide sufficient Internet bandwidth & connection for Online Server.

P

A

Procurement of Online Sever.

P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Online Server.

P

Provide list of modalities & workstations which will be connected to the Online Server.

P

Configure, install and test the Online Server.

P

Maintain Online Server model and serial number specifics in SunGard inventory system.

P

Open specified firewall ports to enable effective systems communication.

P

A

Provide DICOM medical image storage locally on Online Server.

P

Create secure communication connections (VPN) between Online Server and Primary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images to Primary Archiving Center.

P

Deliver studies from the modality or PACS to the On-Line Server.

P

Ensure that the modality is properly communicating with the On-Line Server.

A

Provide storage & retrieval capability for DICOM medical images at Primary Archiving Center. Complete Monitoring Requirements Form.

P P

P

A

Install & configure monitoring agent.

P

Monitor ports, availability & thresholds identified by Monitoring Requirements Form.

P

Notify Customer of detected alerts per Monitoring Requirements Form.

P

Provide hardware availability & threshold reporting via SunGard’s Portal.

P

Resolve reported or detected Online Server failures.

P


P

Maintain the Primary and Secondary Archiving Centers.

P

Maintain the On-Line Server.

A

P

Perform scheduled maintenance.

A

P

Coordinate any network changes to the Customer-provided network with SunGard.

P

A

181

Services Guide 6.0.0 SMI – Standard On-Line Archiving Services Tasks

CriticalLead Time

Installation & Testing

15

5

Configure, Server.

Network Attachment

5

3

Connect the Online Server to the Customer-provided Internet network.

Standard Tasks

Schedule Required

Standard Lead-Time

SMI – Standard OnLine Archiving Services

Description implement,

and

activate

the

Online

Modality Attachment

Connect the Online Server to the Customer-specified modalities.

Immediate Tasks

Description

Online System

Investigate and restore the failure of the Online Server.

Online Archiving Network

Customer shall investigate and restore any network failures

Archive Centers

Investigate and restore any failures in the archiving centers.

Monitoring and Reporting Tools

Investigate and restore any failures in the central monitoring and reporting tools.

182


Services For Medical Images - Standard Nearline Archiving Services THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES – STANDARD NEARLINE ARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES.

Provide Site Survey Form.

SunGard

SMI – Standard Nearline Archiving Services Responsibilities

Customer

The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Complete Site Survey Form.

P

Provide secure environment & adequate Space for placement of SunGard provided Nearline server and any related Equipment (“Nearline Server”).

P

Provide sufficient Power and cooling for Nearline Server.

P

Provide sufficient Internet bandwidth & connection for Nearline Server.

P

A

Procurement of Nearline Sever.

P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Nearline Server.

P

Provide list of modalities & workstations which will be connected to the Nearline Server.

P

Configure, install and test the Nearline Server.

P

Maintain Nearline Server model and serial number specifics in SunGard inventory system.

P


P

A

Create secure communication connections (VPN) between Nearline Server and Primary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images to Primary Archiving Center.

P

Deliver studies from the modality or PACS to the Nearline Server.

P

Ensure that the modality is properly communicating with the Nearline Server.

A

P


183

P

P

A

Customer

SMI – Standard Nearline Archiving Services Responsibilities

SunGard


Install & configure monitoring agent.

P


P

Notify Customer of detected alters per Monitoring Requirements Form.

P

Provide hardware availability & threshold reporting via SunGard’s Portal

P

Resolve reported or detected Nearline Server failures.

P


P


P

Maintain the Nearline Server.

A

P


A

P


P

A

SMI – Standard Nearline Archiving Services Tasks

Critical Lead-Time


15

5

Configure, implement, and activate the Nearline Server.

Network Attachment

5

3

Connect the Nearline Server provided Internet network.

to

the

Customer

Modality Attachment

Connect the Nearline specified modalities.

to

the

Customer

Immediate Tasks

Description

Nearline System

Investigate and restore the failure of the Nearline Server.

Nearline Archiving Network


Archive Centers


Monitoring and Reporting Tools


Standard Tasks

184

Schedule Required

Standard Lead-Time

SMI – Standard Nearline Archiving Services

Description

Server


Services For Medical Images - Archiving & Retrieval Services THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES – ARCHIVING & RETRIEVAL SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES.

SunGard

SMI – Archiving & Retrieval Services Responsibilities

Customer

The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Service. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P

Provide Site Survey Form. Complete Site Survey Form.

P

Provide secure environment & adequate Space for placement of the SunGardprovided archive server and any related Equipment (“Archive Server”).

P

Provide sufficient Power and cooling for Archive Server.

P

Provide sufficient Internet bandwidth & connection for Archive Server.

P

A

Procurement of Archive Sever.

P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Archive Server.

P

Provide list of modalities & workstations which will be connected to the Archive Server.

P

Configure, install and test the Archive Server.

P

Maintain Archive Server model and serial number specifics in SunGard inventory system.

P


P

A

Create secure communication connections (VPN) between the Archive Server and the Primary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images to the Primary Archiving Center.

P

Deliver studies from the modality or PACS to the Archive Server.

P

Ensure that the modality is properly communicating with the Archive Server.

A

P


185

P

P

A

Customer

SMI – Archiving & Retrieval Services Responsibilities (continued)

SunGard


Install & configure hardware monitoring agent.

P


P

Notify Customer of detected alters per Monitoring Requirements Form.

P

Provide hardware availability & threshold reporting via SunGard’s Portal.

P

Resolve reported or detected Archive Server failures.

P


P


P

Maintain the Archive Server.

A

P


A

P


P

A

SMI –Archiving & Retrieval Services Responsibilities Tasks

Critical Lead-Time


15

5

Configure, Server.

Network Attachment

5

3

Connect the Archive Server provided Internet network.

Standard Tasks

Schedule Required

Standard Lead-Time

SMI – Archiving & Retrieval Services

Description implement,

and

activate to

the

the

Archive

Customer-

Modality Attachment

Connect the Archive Server to the Customer specified modalities.

Immediate Tasks

Description

Archive System

Investigate and restore the failure of the Archive Server.

Archive Network


Archiving


Archive Centers Monitoring Reporting Tools

186

and



Section Three

Remote Managed IT Services Service Definitions

187


REMOTE SUPPORT SERVICES Remote Hardware Installation Services

Deliver SunGard-provided Equipment to Customer Facility.

P

Receive and maintain SunGard Equipment in secure and conditioned Space

P

Notify SunGard of receipt of SunGard-provided Equipment and of any damage or other exceptions.

P

Provide packing lists and other shipping documents for SunGard-provided Equipment to SunGard.

P

In accordance with OEM vendor specifications, provide for sufficient Space and Power to accommodate Customer-provided Equipment and or SunGardprovided Equipment at the designated Customer Facility.

P

Provide Equipment list & installation requirements for SunGard-provided Equipment (shelf location, special Power, etc.)

P

Assemble cabinet or “rack based” Equipment as required.

P

Install SunGard-provided Equipment into cabinet or rack in accordance with SunGard provided requirements.

P

Install Customer-provided Equipment into cabinet or rack per OEM vendor specifications.

P

Arrange cables within cabinet or rack per SunGard-provided requirements.

P

Connect Equipment to power source within the cabinet or rack.

P

188

SunGard

Remote Hardware Installation Services Responsibilities

Customer

SunGard’s Remote Hardware Installation Services provide for the one-time installation of the hardware devices (“Equipment”) identified in the Schedule for Remote Managed IT Services. In order for the Remote Hardware Installation Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.


Remote Operational Support Services


SunGard

Remote Operational Support Services Responsibilities

Customer

Remote Operational Support Services provides Customer with 24x7 on-call access to SunGard’s technical support personnel who will work remotely in conjunction with Customer’s on-site technical support personnel for the execution of certain manual tasks associated with the devices identified in the Schedule for Remote Managed IT Services. SunGard will remotely supervise all tasks related to the Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.

P

Assign technical support for Immediate Tasks within 15 minutes of request.

P

Execute requested Immediate Tasks.

P

Remote Operational Support Services Customer Immediate Tasks

Standard Lead-Time Critical Lead-Time Schedule Required

Customer’s Operational Support Services Tasks

Description

Power Cycle

Request to Power Reset server or device.

Inspect Equipment

Request to Inspect external conditions on server or device.

Enter Commands


Handle Media

Insert or swap tape or CD.

Move / Install Cable

Request to move / install cable

Remote Support Services Delivery Notes & Limitations Receipt of Equipment Power Other Services

189

Customer will notify SunGard within one (1) business day of receipt of shipment of SunGard provided Equipment. If Equipment is provided with redundant power supply, Customer will connect each supply to separate and redundant power sources (provided that Customer cabinet or rack has dual feed capability). Remote Hardware Installation Services do not include or imply ongoing Equipment support, OS or Software support, DB support, performance analysis, capacity planning, design and architecture, or any other service not previously identified.


REMOTE SERVER SERVICES Remote Equipment Management Services

Customer

Remote Equipment Management Services Responsibilities

Select Equipment from supported vendors and models. Purchase of selected Customer-provided Equipment.

P

1

P

Purchase of selected SunGard-provided Equipment. P

Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for Customer-provided Equipment.

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for SunGard-provided Equipment. Secure Software maintenance agreements for 24x7 OEM vendor support for Customer-provided Software.

P P

Secure Software maintenance agreements for 24x7 OEM vendor support for SunGard-provided Software.

P

Provide letter of agency for Customer-provided Equipment and Software maintenance agreement.

P

Provide verification of Equipment and Software maintenance agreements.

P

Provide verification of Software license agreements.

P


P

Maintain vendor maintenance contract(s) for Customer-provided Equipment and Software.

P

Maintain vendor maintenance contract(s) for SunGard-provided Equipment and Software. sheets

&

installation

P

Provide SunGard root security password and IDs for Customer-provided Equipment.

P

190

for

P

Customer-provided

Maintain Equipment list in asset inventory.

guides

A P

In accordance with OEM vendor specifications, provide adequate Space, uninterrupted Power and cooling to support SunGard and Customer-provided Equipment, as per manufacturer’s specifications.

Provide specification Equipment.

SunGard

SunGard’s Remote Equipment Management Services provide for the daily support of servers, storage systems, and other devices identified in the Schedule for Remote Managed IT Services to which Customer has contracted for Remote Equipment Management Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.

P

Customer

Remote Equipment Management Services Responsibilities (continued)


SunGard


P

Rack assembled Equipment in Customer cabinet.

P

Resolve reported or detected Equipment failures through maintenance vendor using reasonable efforts.

A


P

Schedule vendor as required when executing requested Standard Tasks.

A

Resolve disputes & Service issues with Customer selected maintenance vendor.

P


A


P

P P P

1

SunGard may assist Customer in the purchasing of selected Equipment & maintenance, but Customer shall in all cases be the “purchaser” of the Equipment.

Standard Lead-Time

Critical Lead-Time

Remote Equipment Management Services

Software Configuration of Device

10

2

Upgrade Microcode

10

5

Standard Tasks

Customer Standard Tasks Hardware Configuration of Device

Schedule Required

Remote Equipment Management Services Tasks


Y

Upgrade version firmware.

or

revision

of

microcode

or

Description

10

2

Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc.

Install CPU

5

1

Add CPU(s) to existing server or device.

Install Disk

5

1

Add Disk to existing server or device.

Install I/O Card

5

1

Add I/O Card to existing server or device.

Install Memory

5

1

Add Memory to existing server or device.

Install Power Supply

5

1

Add Power Supply to existing server or device.

Install System Board

5

1

Add System Board, Planer Board, and Daughter Board to existing server or device.

Move CPU

5

1

Move, Swap or Replace CPU(s) in existing server or device.

191


Schedule Required

Customer Standard Tasks

Standard Lead-Time

Remote Equipment Management Services

Critical LeadTime

Remote Equipment Management Services Tasks (continued)

Y

Description Move, swap or replace Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc.

Move Device

5

5

Move Disk

5

1

Move, swap or replace Disk Drive in existing server or device.

Move I/O Card

5

1

Move, swap or replace I/O Card in existing server or device.

Move Memory

5

1

Move, swap or replace Memory in existing server or device.

Move Power Supply

5

1

Move, swap or replace Power Supply in existing server or device.

Move Server

5

5

Move System Board

5

1

Move, Swap or Replace System Board, Planer Board, Daughter Board in existing server or device. Permanent removal of Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc.

Y

Remove Device

5

5

Remove Disk

5

1

Permanent removal of Disk Drive from existing server or device.

Remove I/O Card

5

1

Permanent removal of I/O Card from existing server or device.

Remove Memory

5

1

Permanent removal of Memory from existing server or device.

Remove Power Supply

5

1

Permanent removal of Power Supply from existing server or device.

Remove Server

5

5

Remove System Board

5

1

192

Y

Move server to new shelf, location, and cabinet.

Y

Permanent removal of server from cabinet or location on floor. Permanent removal of System Board, Planer Board, Daughter Board from existing server or device.


Remote Equipment Management Services Tasks (continued)

Immediate Tasks

Description

Power Cycle

Request to power reset server or device*.

Enter Commands

Request to enter specific commands on server or device*.

CPU Failure

CPU has failed or reporting errors.

Disk Failure

Disk Drive has failed or reporting errors.

I/O Card Failure

I/O Card has failed or reporting errors.

Memory Failure

Memory has failed or reporting errors.


Power Supply has failed or reporting errors.

Tape Drive Failure

Tape Drive has failed or reporting errors.

Device Failure

Control Unit, Director, DASD subsystem, Tape subsystem, Printer, Console, CD ROM, or other device failure.

Customer Immediate Tasks

Description

Power Cycle


Inspect Equipment


Enter Commands


* Performed by Customer if task can not be performed remotely.

193


Remote Operating System Management Services Remote Operating System Management Standard Services The following Services are included for the number of servers defined in the Schedule for which Remote Operating System Standard Management Services have been contracted for: o o

Remote Advanced Monitoring – Operating System Remote Equipment Management Services

As an option, Customer may elect to extend the contracted for Operating System Management Services to include support for direct attached storage device(s). Direct Attached Storage is, by definition, computer storage that is directly attached to only one server via an internal SCSI or SATA RAID controller. Direct Attached Storage devices are natively managed by the attached server’s operating system, and are not directly accessible to other servers without special support. Remote Operating System Management Advanced Services The following Services are included for the number of servers defined in the Schedule for which Remote Operating System Management Advanced Services have been contracted for: o o

Remote Advanced Monitoring – Operating System Remote Equipment Management Services

Remote Operating System Management Enterprise Services The following Services are included for the number of servers and their virtual/logical partitions defined in the Schedule for Remote Management IT Services for which Remote Operating System Management Enterprise Services have been contracted for: o o o o o

Remote Advanced Monitoring – Operating System Remote Equipment Management Services Remote Operating System Management Advanced Cluster Management Remote Partition Management

Note: “Enterprise Servers” are defined as servers capable of running multiple OS instances on one hardware platform, where the OS instances are isolated from each other through logical (Software/firmware) or physical (hardware) partitioning; or servers configured in an application cluster. Examples of Enterprise servers:       

194

IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire™ & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux) Sun Cluster (on Solaris)

Services Guide 6.0.0 

Servers configured using Oracle RAC

Examples of Direct Attach Storage (DAS) Devices:   

Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24

Note: The requirements for support of a DAS device are:  The DAS device must be from the same vendor as the server to which it is being attached  The tools used to manage the DAS device must be the same tools used to manage the internal disks in the server  There are no network switches, external controllers or third party Software used to enable the connection to the device Note: In order for SunGard to provide Remote Operating System Management Enterprise Services, At SunGard’s discretion, Customer may be required to provide the appropriate management console (hardware and Software), for SunGard’s exclusive use, to manage the servers with logical and/or physical partitions. For example purposes, in order for SunGard to manage an IBM pSeries or iSeries server with LPARs, Customer must supply the appropriate IBM Hardware Maintenance Console (HMC), which will be accessed exclusively by SunGard.

195


Remote Operating System (OS) Management Standard Services SunGard’s Remote Operating System (OS) Management Standard Services provide for the day-to-day support, in conjunction with a Customer’s internal IT team, of the server OS as set forth on the Schedule for Remote Managed IT Services. In order for the Service to be delivered Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


SunGard

Remote OS Management Standard Services Responsibilities

Customer

Please note that Remote OS Management Standard Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.

P


P


P

Provide specification sheets for Software.

P


P


P


P

Perform initial OS installation and configuration.

P


P

Perform continuous assessment of vendor recommended critical security patch updates and apply as requested.

P


P

Manage shared control of OS security privileges.

A

P


P

A


P

A

Install anti-virus Software on all managed Windows servers Provide notice within documented Lead-Times for requested Standard Tasks.

P P


196

P A

P P


Remote OS Management Standard Tasks

Critical Lead-Time

10

5


5

1


OS Version Upgrade

15

5

Security Hardening

5

5

Hostname Change

5

2

Security Rules

5

1


5

1


Standard Tasks OS Level Upgrade OS Patch

Customer Standard Tasks Backup Configuration

Schedule Required

Standard Lead-Time

Remote OS Management Standard Services

Y

Description


Y

Change Hostname of the computer

Description

Immediate Tasks1

Description

Connection Failure


CPU Utilization


Disk Utilization




Internet Failure


Memory Utilization


Process Down


Restore OS Files


System Failure


System Restart


Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Remote Application Support – System Utility Services. 1

For these tasks, SunGard will follow a pre-defined Customer-supplied written procedure. If no procedure is provided, then SunGard will notify the designated Customer contact(s) in accordance with standard SunGard policy, when a designated threshold is exceeded or a failure has been detected.

197


Remote Operating System (OS) Management Advanced Services SunGard’s Remote Operating System (OS) Management Advanced Services provide for the day-to-day support of the server OS as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Customer

Remote OS Management Advanced Services Responsibilities


SunGard

Please note that Remote OS Management Advanced Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.

P


P


P


P


P


P


P


P

Perform initial OS installation, configuration & management Software & agents. Also, installation and configuration of management Software & agents.

P


P


P


P


P


P

Define OS “hardening” requirements

P

Accept OS hardening procedures or provide written authorization to bypass. Maintain control of root/Administrator security password and IDs.

A

P

1

P

Administration of 10 Active Directory and/or LDAP accounts .2

A

P


P

A


P

A

198


P


A


P

Perform requested Standard Tasks. A


2

P P


1

SunGard

Remote OS Management Advanced Services Responsibilities (continued)

Customer


P P

Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes & Limitations section for further information regarding shared access. Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires that Customer must contract for Remote Managed Access Services.

Remote OS Management Advanced Services Tasks

Critical Lead-Time

File System Copy

5

1


File System Create

2

1


Standard Tasks

File System Move

Schedule Required

Standard Lead-Time

Remote OS Management Advanced Services

Description

5

1


10

5



3

1


OS Build

5

2

OS Configuration

5

1


OS Level Upgrade

10

5



OS Patch

Y

Initial build of OS on new server or re-build on existing server.

5

1

OS Version Upgrade

15

5

Security Hardening

5

5


Security Rules

5

1


Hostname Change

5

2

5

1


199


Y


Change Hostname of the computer Description Configure backups for OS file systems.


Note: Support of Software Utilities requires a Schedule for Remote Managed IT Services on which Customer is contracting with SunGard for Remote Application Support – System Utility Services. Remote OS Management Advanced Services (continued)

Immediate Tasks

Description

Connection Failure


CPU Utilization


Disk Utilization




Internet Failure


Memory Utilization


Process Down


Restart Application


Restore OS Files


Swap Utilization


System Failure


System Restart


swap

space

utilization

exceeding

Remote Operating System (OS) Management Enterprise Services SunGard’s Remote Operating System (OS) Management Enterprise Services provide for the day-to-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for Remote LAN Services (for the physical network) and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote OS Management Enterprise Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote LAN Services (for virtual networks configured within the Server), Remote Operational Support Services and Remote Advanced Monitoring Services – Operating System. Please refer to each Service defined herein for additional Service descriptions.

200



SunGard

Customer

Remote OS Management Enterprise Services Responsibilities

P


P


P


P


P


P


P


P

Perform initial OS installation and configuration. Also, installation and configuration of management Software and agents.

P


P


P


P

Notify Customer of vendor recommended Software maintenance and release changes and apply as requested.

P


P


P


P

Maintain control of root security password and IDs.

1

A

P

Administration of 10 Active Directory and/or LDAP accounts

2

A

Design and implement logical or physical partitions. Design and implement OS logical backup procedures.

SunGard

Customer

Remote OS Management Enterprise Services Responsibilities (continued)

P P

P

A

Install and maintain Customer-provided and SunGard supported clustering application.

P

Provide support for a flat Active Directory

P

Design and implement OS restoration procedures.

P


P


A


P


201

A P P

A

P P


1

Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes & Limitations section for further information regarding shared access. 2 Administration for more than 10 Active Directory, LDAP and/or Local accounts by SunGard requires Remote Managed Access Services. Remote OS Management Enterprise Services Tasks

Critical Lead-Time

File System Copy

5

1


File System Create

2

1


File System Move

5

1


10

5



3

1


OS Build

5

2

OS Configuration

5

1


OS Level Upgrade

10

5


5

1


OS Version Upgrade

15

5

Security Hardening

5

5

Standard Tasks


OS Patch

Schedule Required

Standard Lead-Time

Remote OS Management Enterprise Services

Y

Y

Description

Initial Build of OS on new server or Re-Build on existing server.


Remote OS Management Enterprise Services Tasks (continued)

Critical Lead-Time

Security Rules

1

1

Hostname Change

5

2

Y

Change Hostname of the computer or partition.

Create Partition

10

5

Y

Create a logical or physical partition on server.

Delete Partition

5

1

Y

Delete a logical or physical partition on server.

Modify Partition

5

1

Start Partition

1

Stop/Suspend Partition

5

1

DOWN a partition on a server.

Move Partition (Cold)

5

1

Move a partition from one cluster to another via file copy and restart procedures.

Standard Tasks

202

Schedule Required

Standard Lead-Time


Description Modify data security rules.

Modify the configuration of a logical or physical partition. UP a partition on a server.


Critical Lead-Time

Move Partition (Live)

5

1

Move a live partition from one cluster to another via OS supported methodology.

Reboot Partition

5

1

Restart a logical or physical partition

Standard Tasks


Schedule Required

Standard Lead-Time


Description

Description 5

1


Please note that any SunGard-provided support of Software Utilities requires a Schedule on which Customer has contracted with SunGard for Remote Application Support - System Utility Services. Remote OS Management Enterprise Services Tasks (continued)

Immediate Tasks

Description

Connection Failure


CPU Utilization


Disk Utilization



Investigate File System capacity exceeding threshold.

Internet Failure


Memory Utilization

Investigate Memory utilization exceeding threshold.

Process Down


Restart Application


Restore OS Files


Swap Utilization


System Failure


System Restart


203

Swap

space

utilization

exceeding


Remote Server Services Delivery Notes & Limitations Availability

Licenses

Logs Unsupported Software

Other Services

OS Partitions

Supported Hardware

204

For failures of the Equipment & Software for which Customer has contracted with SunGard for any Server Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the third party maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole recourse for Equipment and Software failure lies with the OEM or maintenance vendor. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Remote OS Management Standard, Advanced and Enterprise Services. OS logs are monitored from the SunGard management fabric for alert and critical level conditions. OS logs are not manually reviewed unless an incident is detected. Failures associated with user written or other Software not under contract with SunGard for Services will be investigated solely to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. Remote Server Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not previously identified in the Standard Tasks for that Service. Non-partitioned servers are only supported by Remote OS Management Standard or Advanced Services, which provides for OS Management of one (1) OS instance. Servers with multiple OS partitions are only supported by Remote OS Management Enterprise Services. In order to effectively manage servers supported by OS Management Enterprise Services, all OS partitions on the server must be managed and separately identified in the Schedule for Remote Managed IT Services to be eligible for Remote OS Management Services. SunGard supports the server class computers from the following manufactures: Dell, HP, IBM and Sun. Due to integrated components within Blade servers, support for Blade servers from the manufacturers listed in the first sentence is on a caseby-case basis.


Remote Server Services Delivery Notes & Limitations (continued) Supported Operating Systems

Customer Administrator/Root Access

Supported Clustering Utilities

Active Directory

205

SunGard only supports HP-UX, IBM AIX and OS400, Microsoft Windows (server Editions), Red Hat Linux Enterprise Edition, and Sun Solaris (SPARC) Operating Systems that are not End of Life (EOL). Support for OS's that have been recently released or nearing EOL, should be confirmed with the SunGard’s systems services group. SunGard will allow shared root access or administrator access provided:  SunGard maintains control of a root or administrator security password and ID.  Customer’s access is traceable via a SunGard supplied process. For Remote Operating System (OS) Management Enterprise Services only, SunGard supports the following clustering utilities: HP ServiceGuard, IBM HACMP, Microsoft Windows Clustering Services, Sun Cluster, and Veritas Cluster server. Support for clustering utilities that have been recently released or nearing EOL, should be confirmed with SunGard’s Systems Services group. In order for SunGard to Manage an Active Directory server:  There must be two servers dedicated exclusively as Active Directory domain controllers for each domain to be managed.  OS Management Advance or Enterprise Services must be contracted for on all Active Directory domain controllers  SunGard will manage a one (1) Organizational Unit.  SunGard will manage a one (1) custom Group Policy.  Customer must provide the design details of all Active Directory components to be managed by SunGard.  Administration for more than ten (10) Active Directory accounts or one (1) Organizational Unit by SunGard, requires Managed Access Services.


Remote Server Services Delivery Notes & Limitations (continued) VMware

206

The following apply to VMware ESX Servers.  In order to manage VMware ESX servers, SunGard requires that all VMware servers under management be connected to SunGard’s management infrastructure (with a SunGard Management switch with layer 3 capabilities) and VMware Virtual Center console, which are exclusively accessed by SunGard. o Note: VMware ESX servers are limited to one (1) VMware Virtual Center console connection, therefore a VMware ESX server may not be connected to another VMware Virtual Center console for Customer use.  In order to support VMware ESX’s VMotion, VMotion DRS and HA options: o A minimum of four (4) 10/100/1000 Ethernet network adapters per server are required; one (1) for Production, one (1) for server-to-server heart beat; one (1) for Data Backup Services; and one (1) for Monitoring and Management. o A Storage Area Network (SAN) is required and must be designed to enable all the VMware ESX servers in a VMotion, VMotion DRS or HA cluster have: o Connectivity to all SAN LUNs (Fibre Channel) used by the virtual machines. o Access to the same physical networks. o Compatible CPUs.  If the virtualized environment within a VMware ESX server contains multiple virtual network tiers (ie. Web, Application, Database), a 10/100/1000 Ethernet network adapters will be required for each tier to support Data Backup.  The following VMware options are not supported: o Snapshots o Consolidated Backup


REMOTE APPLICATION SERVICES SunGard has enhanced the portfolio of available Application Services to include: Managed Citrix® Services; Managed Exchange Services; Managed SAP® Services and Managed Oracle eBusiness® Suite Services. In order to support these Services and simplify the contracting of Application Management Services, SunGard has changed the way Application Services are represented on the Schedule for Managed IT Services and defined within the Services Guide, as described below. Application Services will be represented on the Schedule for Managed IT Services with Application Service Name followed by the underlying Operating System Management Services Name being contracted for by Customer For Example: Remote Managed SAP Services with Operating System Management Advanced Services Remote Managed SAP Services with Operating System Management Enterprise Services

Remote Standard Application Support – Database Services THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT STANDARD APPLICATION SUPPORT – DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGard’s Remote Standard Application Support - Database Services provide for support of the number of DB servers and instances as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) and DB instances under contract. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Standard Application Support – Database Services is a bundled Service, which includes Remote OS Management Standard Services, Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support, Remote Advanced Monitoring Services – Operating System and Remote Advanced Monitoring Services – Database. Please refer to each Service defined herein for additional Service descriptions.

207


P


P


P


P

Provide specification sheets and installation guides for DB configuration requirements.

P

Provide verification of Software license and Software maintenance agreements.

P


P


P


P

Perform initial DB Software product installations & configurations. Perform assessment of Software maintenance or version updates.

SunGard

Remote Standard Application Support - Database Services Responsibilities

Customer


P P

Install and configure monitoring agent in accordance with Requirements Form

P A

P

A

Provide sufficient space and target system downtime for test DB restores.

P

Access to user with full DB rights (SYSDBA, SA)

P

Remote Standard Application Support - Database Services Responsibilities (continued)

Manage shared control of DB security privileges.

P


P


208

SunGard

P


Customer


A P

A

P P


Remote Standard Application Support - Database Services Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Remote Standard Application Support – Database Services


15

10

Y

New DB Build

10

5

New DB Conversion

15

10

5

3


New Feature Install

10

5


DB Version Upgrade

15

5

5

3

Standard Tasks


DB Patch Customer Standard Tasks

Description Install DB Software on server Add new DB to server

Y

Y


DB version upgrade, once annual Apply DB patch as recommended by vendor support Description

DB Backup Setup

5

3

DB backup setup as outlined in backup procedure


2

1



5

3


Immediate Tasks

Description


Investigate connectivity failure, inability to access DB or application, or port down. *

DB Restart


DB System Failure

Investigate DB failure, hang or crash. *

*For these tasks, SunGard will follow a pre-defined Customer written procedure. If no procedure is provided, then SunGard will notify the designated Customer contacts when a pre-determined threshold is exceeded or failure has occurred in accordance with standard SunGard policy.

209


Remote Advanced Application Support – Database Services THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY REMOTE MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT REMOTE ADVANCED APPLICATION SUPPORT – DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICE. SunGard’s Remote Advanced Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for Remote LAN Services and Remote Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor, The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide Remote Database Management Requirements Form.

SunGard

Remote Advanced Application Support – Database Services Responsibilities

Customer

Please note that Remote Advanced Application Support – Database Services is a bundled Service, which includes Remote OS Management Advanced Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services – Operating System and Advanced Monitoring Services – Database. Please refer to each Service defined herein for additional Service descriptions.

P

Complete Remote Database Management Requirements Form.

P


P


P

Provide specification sheets & installation guides for DB configuration requirements.

P

Provide verification of Software license & Software maintenance agreements.

P


P


P


P

Perform initial DB Software product installations & configurations.

P

Perform annual assessment of vendor recommended Software release/version updates.

P

Perform continuous assessment of vendor recommended critical security patch updates.

P

Notify Customer of vendor recommended Software patch, maintenance & release changes.

P

210

SunGard

Remote Advanced Application Support – Database Services Responsibilities (continued)

Customer


Install and configure monitoring agent based on Requirements Form

P


P

A


P

A

Manage control of DB security privileges.

A

P


P


P


A


P P

Standard Lead-Time

Critical LeadTime

Schedule Required

Remote Advanced Application Support – Database Services Tasks


15

10

Y

New Database Build

10

5


15

10

5

3


10

5


Remote Advanced Application Support – Database Services Standard Tasks



Y



3

1


DB Security

3

1


DB Storage

3

1


DB Reorgs

5

3

Reorganize tables, indexes or tablespaces


5

3


15

5

DB Patch

5

3



2

1



5

3


DB Version Upgrade

211

Y


Services Guide 6.0.0 Remote Advanced (continued)

Application

Support

–

Database

Services

Tasks

Immediate Tasks

Description



DB License Failure


DB Security Failure


DB Monitoring Event


DB Restart


DB System Failure


DB Performance


212


Remote Managed Database Services SunGard’s Remote Managed Database Services provide for support of the number of DB servers and instances as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Database Services include Remote Advanced Monitoring Services – Database and are sold with Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional Service descriptions, as well as the summary table below for an understanding of which features are available depending on the Remote Operating System Management Services selected in conjunction with Remote Managed Database Services. SUMMARY TABLE Remote Managed Database Services with Operating System Management Advanced Services 

Remote Managed Database Services with Operating System Management Enterprise Services 

Remote Equipment Management





Asset Management





Online Reports










Proactive Patch Management Initial Database Provisioning & Installation Full System and Database Administration Maintain sole control of related administrative/service security password and IDs


















.

213

Cluster Management






Customer

Remote Managed Database Services Responsibilities

Provide Remote Managed Database Services Requirements Form.

P

Complete Remote Managed Database Services Requirements Form.

P

Size necessary hardware and Software to accommodate Customer’s database requirements.

P

Provision supported version of database Software from vendor or contract supported version of database Software from SunGard’s Software Licensing offering.

P

Provision database Software maintenance agreements for 24x7 OEM vendor support.1

P

Provide letter of agency for database Software maintenance agreements. 1

P

Provide database Software maintenance agreement change notification. Maintain vendor database Software maintenance contracts.

SunGard


1

1

Provide initial database Software installation specifications.

A

P P P

A

Perform initial database Software product installations & configurations as required.

P

Provide Remote Advanced Monitoring Services - Database requirements form.

P

Complete Remote Advanced Monitoring Services - Database Requirements Form.

P

A

Install and configure database Software monitoring agents based on the Remote Advance Monitoring Services - Database requirements form.

P

Monitor and report on database application with regard to availability.

P

Provide remedial support for database Software related incidents identified through monitoring or as a result of an incident reported by Customer.

P


P


P

214

Notify Customer via SunGard’s Portal of vendor recommended critical security patch updates and apply as requested.

SunGard

Remote Managed Database Services Responsibilities (continued)

Customer


P

Design and implement database backup procedures.

P

A

Design and implement database recovery procedures.

P

A

Maintain sole control of related administrative/service security password and IDs.2

P

Install and configure Database Clustering on supported Servers. ONLY APPLICABLE WHEN REMOTE DATABASE MANAGEMENT IS DELIVERED IN CONJUNCTION WITH REMOTE OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES.

P

Test and verify connectivity.

P

Startup & shutdown processes as needed with regard to database availability.

P

Configure remote access.

P


P


P A

P P

1

Not applicable if the Customer contracts for Database Software from SunGard’s Software Licensing Services. In such case, the maintenance support agreement will be managed by SunGard. 2

Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes & Limitation section for further information regarding shared access.

215


Remote Managed Database Services Tasks

Standard Lead-Time

Critical Lead-Time

Schedule Required

Remote Managed Database Services


15

10

Y

New DB Build

10

5

New DB Conversion

15

10

5

3


10

5


Standard Tasks



Y



3

1


DB Security

3

1


DB Storage

3

1


DB Reorgs

5

3

Reorganize tables, indexes or table spaces


5

3


15

5

5

3

15

10

DB Upgrade DB Patch New non-standard solutions/applications Customer Standard Tasks

Y

Perform Database point release upgrades Apply DB patch as recommended by vendor support Installation and configuration of non-standard solutions and applications Description

DB Backup Setup

5

3

Configure DB logical backups.

DB Backup Execution

3

1



2

1



5

3


Immediate Tasks

Description



DB License Failure


DB Security Failure


DB Monitoring Event


DB Restart


DB System Failure


DB Performance


216


Remote Managed Citrix Services SunGard’s Remote Managed Citrix Services provide for the support of Citrix Presentation Server as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Remote Managed Citrix Services for Citrix environments consisting of two or less servers, include installation, configuration and management of a Microsoft SQL Server Desktop Engine ® (MSDE) database on the Citrix server for the Citrix Data Store. For environments with three or more Citrix servers, SunGard requires a separate SQL server database for the Citrix Data Store and licensing data. In order to meet the SQL database requirement, Customer must contract with SunGard for Remote Managed Database Services (Advanced or Enterprise). The SQL Database does not have to be dedicated to the Citrix environment, i.e. it could be a separate instance on an existing Customer database server managed by SunGard. Please note that Remote Managed Citrix Services include (a) Remote Operating System Management Advanced or Enterprises Services and (b) Remote Managed Database Services (applicable to environments with 3 or more Citrix servers). Please refer to the Service defined herein for additional descriptions, as well as the summary table below of Remote Managed Citrix activities.

SUMMARY TABLE


217

Remote Managed Citrix Services with Remote Operating System Management Advanced or Enterprise Services 







Asset Management









Proactive Patch Management Initial OS & Citrix Provisioning & Installation Full System and Citrix Administration Maintain sole control of related administrative/service security password and IDs Citrix Farm (load balancing and failover) Management

    

Provide Remote Managed Citrix Services Requirements Form.

SunGard

Remote Managed Citrix Services Responsibilities

Customer


P

Complete Remote Managed Citrix Services Requirements Form.

P

Size necessary hardware and Software to accommodate Customer’s Citrix requirements.

P

A

Perform initial Citrix installation & configuration as required on the hosted Citrix infrastructure.

A

P

Procure the required number of Microsoft® Terminal Services licenses based on the number of concurrent users.

P

Install the Microsoft Terminal Services licenses provided by Customer. Procure the required number of Citrix Concurrent User Connection licenses based on the number of concurrent users.

P P

Install the Citrix Concurrent User Connection licenses provided by Customer.

P

Procure and maintain Citrix Subscription Advantage Software maintenance.

P

Procure and maintain vendor contract for Citrix technical support.

P

Provide letter of agency for Citrix maintenance support contract.

P

Procure and install Customer owned Citrix applications.

P

Publish Citrix “certified” Customer owned applications.

A

P

Install and configure the database instance for Citrix Data Store.

P

Install Microsoft supplied default print drivers and the current Citrix universal print driver, as requested.

P

Install and support third-party print drivers.

P

Troubleshoot end-user print issues.

P

Provide remedial support for Citrix related incidents identified through monitoring or as a result of an incident reported by Customer.

P

Configuration of Citrix Farms and Sub Farms, including Citrix load balancing and failover parameters.

A

Setup, maintenance and distribution of Citrix Client Software to end-users.

P

P

Perform annual assessment of vendor recommended Software release/version updates upon request.

P

Provide Customer, via SunGard’s Portal, with a list of vendor recommended Software maintenance release/version updates and apply as requested.

P

Provide Customer a list of vendor recommended critical security patch updates and apply as requested.

P

End user account administration.

P

Support for remote desktop support and/or roaming profiles.

P

Verification and validation of published applications and desktops.

P


P

Perform requested Standard Tasks. Test & verify Vendor implemented Standard Tasks. Provide support for Immediate Tasks.

218

A

P A

P P

Services Guide 6.0.0 Remote Managed Citrix Services Tasks

Description

Citrix Re-Build

5

2

Re-Build of Citrix server on existing Server.

Citrix Configuration Changes

5

1

Configure requested changes to Parameters, OS, Start-Up, Devices, etc.

Publish Application

5

2

Publishing of Citrix Application

Citrix Patch

5

1

Apply single Citrix level patch.

Citrix Upgrade

10

5

Y

Perform point release upgrades Presentation Server 4.0 to 4.5).

Citrix Edition Upgrade

15

5

Y

Perform upgrade to new Citrix Edition (i.e., Standard to Enterprise).

Standard Tasks

Standard Lead

Critical Lead Schedule Required

Remote Managed Citrix Services

Y

Citrix

(i.e.,

Immediate Tasks

Description

Connection Failure

Investigate connectivity failure, inability access OS or application, port down, etc.

Process Down


Restart Application


Security Failure

Investigate Security failure, revoked blocked access, system compromised.



to

user,

Remote Managed Exchange Services SunGard’s Remote Managed Exchange Services provide for support of the number of Microsoft Exchange servers and mailboxes as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Exchange Services include Remote Advanced Monitoring Services – Exchange and are available with either Remote Operating System Management Advanced or Enterprise Services. Please refer to each Services Description for additional detail on each Service. The summary table below provides a list of available features depending on the Remote Operating System Management Services selected in conjunction with Managed Exchange Services.

219


SUMMARY TABLE

Remote Managed Exchange Services with Operating System Management Advanced Services 

Remote Managed Exchange Services with Operating System Management Enterprise Services 






Asset Management





Online Reports















Proactive Patch Management Initial OS & Exchange Provisioning & Installation Full System and Exchange Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















220

 

Customer

Remote Managed Exchange Services Responsibilities

Provide Remote Managed Exchange Services Requirements Form.

P

Complete Remote Managed Exchange Services Requirements Form.

P

Size necessary hardware and Software to accommodate Customer’s Microsoft Exchange requirements.

P

Provision supported version of Exchange Software from vendor or contract for supported version of Exchange Software from SunGard’s Software Licensing Services offering.

P

Provision Exchange Software maintenance agreements for 24x7 OEM vendor support1.

P

Provide letter of agency for Microsoft Exchange Software maintenance agreement1.

P

Provide Microsoft notification1.

P

Exchange

Software

maintenance

agreement

SunGard


change

Maintain vendor Microsoft Exchange Software maintenance contracts1.

P

Provide initial Microsoft Exchange Software installation specifications.

P

Provide detailed information about current email environment configuration including: number of mailboxes, user names, distribution lists, aliases, mailbox size, desktop OS and location.

P

Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the managed servers.

P

Perform initial Microsoft Exchange Software installations & configurations as required.

A

P

Identifying end user application performance issues related to email delivery, and assist SunGard in identifying and characterizing performance bottlenecks.

P

Set and enforce mailbox size limits per SunGard recommendations.

P

Set and enforce message size limits per SunGard recommendations.

P

Ensure that each desktop accessing the Managed Microsoft Exchange environment is running a supported OS with a supported patch level.

P

Provide SunGard with approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software.

P

Install and manage Customer-provided and SunGard approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software.

P

Provide Microsoft Exchange Software monitoring requirements form.

P

Complete Microsoft Exchange Software monitoring requirements form.

P

A

Install and configure Microsoft Exchange Software monitoring agents.

P

Monitor and report Microsoft Exchange application for availability.

P

Provide remedial support for Microsoft Exchange related incidents identified through monitoring or as a result of an incident reported by Customer.

A

Perform email user account creation and administrative related tasks.

P

221

P

Customer

Remote Managed Exchange Services Responsibilities (continued)

Provide email user technical support services.

P

Responsible for testing and certifying all non-SunGard supported third party vendor patches/updates prior to installation within the Exchange Servers environment.

P

SunGard


A


P


P


P


P

Design and implement logical backup & recovery of Software files.

A

P

Maintain sole control of related administrative/service security password and IDs. 2

P

Install and configure Exchange clustering on supported Servers. (ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES IS DELIVERED IN CONJUNCTION WITH REMOTE OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES).

P


P


A


P P

Not applicable if Customer contracts for Exchange Software from SunGard’s Software Licensing Services, the maintenance support agreement will be provided and managed by SunGard. 1

2


Remote Managed Exchange Services Tasks

Emergency Lead

10

5

component or new feature

Coordinate DNS Change

5

3

Create/delete/modified MX records

Create/delete/modifie d Mail Store/storage group

2

1

Create/delete requested

Standard Tasks

Schedule Required

Standard Lead

Remote Managed Exchange Services

Description Install / configure Microsoft Exchange

New Feature Install

222

Mail

Store/storage

group

as


Remote Managed Exchange Services Tasks (continued) Create/delete/modifie d Mail connector

2

1

Create/delete mail connector

Install SSL Certificate

2

1

Install Customer or SunGard administered and provided SSL Cert

Create/delete/modifie d mail routing parameters

2

1

Create/delete/modified mail routing parameters

1

Ability to restore the mailbox is limited to retention period defined by Customer and does not include restoration from tape (Limited to two instances per year before additional fees apply)

3

Apply Microsoft Exchange Software patch as recommended by vendor support

Restore Deleted Mailbox from information store

2



Microsoft Exchange Software Patch

5

Immediate Tasks

Description

Virus Outbreak

Investigate and remediate virus outbreak

Security Breach

Investigate and remediate security breach

Software Failure




Connection Failure


CPU Utilization


Disk Utilization

Investigate disk utilization exceeding threshold.



Internet Failure


Memory Utilization


Process Down

Investigate process runaway process.

Restart Application


Restore OS Files


Security Failure

Investigate Security failure, revoked user, blocked access, system compromised, etc.

Swap Utilization


System Failure


System Restart

Restart OS which will not impact availability.

223

file

Swap

system

capacity

failure,

space

process

utilization

exceeding

down

or

exceeding


Remote Application Support - System Utility Services SunGard’s Remote Application Support - System Utility Services provide for the dayto-day support of the system Software utilities as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered Customer must contract with SunGard for: a) LAN Services; b) Remote OS Management Services; and c) a SunGard provided KVM switch and monitor. Supported applications under System Utility Services include: • Microsoft® Internet Information Services (IIS) • Apache® HTTP Server • RIM Blackberry® Enterprise Server • File Transfer Protocol (FTP) Servers that are packaged with the original Operating System release by the vendor.

Subscribe with SunGard for Remote OS Management Standard, Advanced or Enterprise Services.

P


P


P


P


P


P


P

SunGard

Remote Application Support - System Utility Services Responsibilities

Customer


Perform initial Software installations and configurations as required.

P

Perform annual assessment of vendor recommended Software release/version updates (upon Customer request).

P


P

Provide hardening requirements as needed.

P

Accept hardening requirements or provide written authorization to bypass.

P

Maintain control of related security password and IDs.

P

Design and implement logical backup and recovery of Software files.

P

224

Support

-

System

Utility

Services

Responsibilities


SunGard

Remote Application (continued)

Customer


P


P

Management (add/delete/modify) of end-user accounts.

P

Determining requirements & capacity planning.

P

A

Troubleshoot issues related to server operation.

A

P


A

P


P

Remote Application Support - System Utility Services Tasks

Critical Lead-Time


5

1

Configure Software initialization & tuning parameters.

Software Install

5

3

Install Software product.

Software Patch

5

1

Apply single patch to Software product.

10

5

Perform point release upgrades.

Standard Tasks

Software Upgrade

Schedule Required

Standard Lead-Time

Remote Application Support - System Utility Services

Description

Immediate Tasks

Description

Restore Software Files

Request to restore files from Software backups.

Software Failure



Investigate Software failure.

225


Remote Managed SAP Services SunGard’s Remote Managed SAP® Services provide SAP application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed SAP Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed SAP Services is contracted for with either Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available dependent upon the Operating System Management Services selected in conjunction with Remote Managed SAP Services.

SUMMARY TABLE

Remote Managed SAP Services with Operating System Management Advanced Services 

Remote Managed SAP Services with Operating System Management Enterprise Services 











Asset Management





Online Reports










Proactive Patch Management Initial OS & SAP Provisioning & Installation Full System and SAP Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















226

 

Provide Remote Managed SAP Services Requirements Form.

SunGard

Remote Managed SAP Services Responsibilities

Customer


P

Complete Remote Managed SAP Services Management Requirements Form.

P

Provision licensed SAP Software products.

P

Provision SAP Software vendor maintenance agreements.

P

Maintain SAP Software vendor maintenance agreements.

P


P

Provide SAP Customer ID to facilitate support access.

P

Provision SAP system hardware.

P

Provision SAP system hardware vendor maintenance agreements.

P

Maintain SAP system hardware vendor maintenance agreements.

P


P

Provide and maintain online service system (OSS) connectivity to SAP.

P

Identify key SAP performance indicators and appropriate threshold levels for monitoring and reporting.

A

P


A

P


227

P A

P P



P A


P P

Conduct system performance tuning. Submit SAP transport change requests.

SunGard

Customer

Remote SAP Management Services Responsibilities (continued)

P P

Execute SAP transports.

P

Provide incident resolution related to SAP technical transport issues.

A

P

Provide incident resolution related to SAP function transport issues.

P

A

Maintain documentation of all SAP transport changes.

A

P

Maintain the SAP transport system

P

Maintain documentation of SAP transport procedures.

P

Identify SAP print requirements and driver standards.

P

SAP printer output requests, media handling and port clearing.

P

Set up SAP print queues.

A

P

Manage SAP print spool.

A

P

Resolve SAP print spool problems.

A

P


P

Manage SAP print queue interface.

P

Monitor for critical batch job completion or failures.

P

Report and escalate critical batch job failures. Define and escalate batch restart rules.

P P

Perform batch job restarts. Identify availability and suitability of SAP service packs, primary and secondary SAP application patches.

P A

Validate infrastructure, and interoperability compliance for SAP patches. Approve installation of SAP application patches.

P P

P

Install SAP application patches in development and release to Customer for validation.

P

Install SAP application patches in test and release to Customer for validation. Approve SAP application patch promotion to production.

A

P P

Install SAP application patches to production.

P

Document SAP application patch technical changes.

P

Identify and communicate minimum SAP application version upgrade levels for supportability.

P

Identify and communicate desired SAP application version level (functionality upgrades). Validate infrastructure, and interoperability for SAP application version upgrade.

228

P P

SunGard

Remote SAP Management Services Responsibilities (continued)

Customer


Develop detailed SAP application version upgrade technical project plan.

A

P

Develop testing plan for SAP application version upgrades.

P

A

Execute technical SAP application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new SAP application version level.

P P

A

Begin production application administration on new SAP application version level.

P

Document SAP version upgrade technical changes.

P


P

Monitor SAP system data security for violations based on Customer security policies.

A

P

Report SAP system security violations for monitored activities.

P


P

Lock and unlock user IDs/sessions, if needed.

P

Manage SAP system security profiles and user IDs.

P

Manage SAP root and system administrator security.

P


P


P


P


P


229

A

P A

P


Critical LeadTime

SAP transport processing

1

1

Execute SAP transport request

SAP print queue setup

2

1

Execute SAP print queue setup


1

1


SAP application patches

5

1

Planning and implementation for SAP primary and secondary application patches. Applied as needed.

Standard Lead-Time

Remote Managed SAP Services

Immediate Tasks

Planning and implementation for SAP application upgrades. Upgrades are limited to point release upgrades.

120

Schedule Required

SAP version upgrades

Description

Lead-

Standard Tasks

Critical Time

Remote Managed SAP Services

Schedule Required

Standard Lead-Time

Remote Managed SAP Services Tasks

Description









Application restart




230


Remote Managed Oracle E-Business (EBS) ® Services SunGard’s Remote Managed Oracle E-Business (EBS) Suite® Services provide Oracle EBS application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Remote Managed Oracle EBS Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Oracle E-Business (EBS) Suite Services solids contracted for with Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service section defined herein for additional descriptions and requirements, as well as the summary table below for an understanding of which features are available depending on the Remote Operating System Management Services selected in conjunction with Remote Managed Oracle EBS Services.

SUMMARY TABLE

Remote Managed Oracle EBS Services with Operating System Management Advanced Services 

Remote Managed Oracle EBS Services with Operating System Management Enterprise Services 











Asset Management





Online Reports










Proactive Patch Management Initial OS & Oracle EBS Provisioning & Installation Full System and Oracle EBS Administration Maintain sole control of related administrative/service security password and IDs Cluster Management



















231

 

Provide Remote Managed Oracle EBS Services Requirements Form.

SunGard

Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities

Customer


P

Complete Remote Managed Oracle EBS Services Requirements Form.

P

Provision licensed Oracle EBS Software products.

P

Provision Oracle EBS Software vendor maintenance agreements.

P

Maintain Oracle EBS Software vendor maintenance agreements.

P


P

Provide Oracle EBS Customer ID to facilitate support access.

P

Provision Oracle EBS system hardware.

P

Provision Oracle EBS system hardware vendor maintenance agreements.

P

Maintain Oracle EBS system hardware vendor maintenance agreements.

P


P

Provide and maintain Oracle MetaLink online access for Software updates and level-3 vendor support.

P

Identify key Oracle EBS performance indicators and appropriate threshold levels for monitoring and reporting.

A

P


A

P


232

P A

P P


SunGard

Remote Oracle EBS Management Services Responsibilities (continued)

Customer


P A

P


P


P

Review and analyze system logs and take corrective action.

P

Identify Oracle EBS print requirements and driver standards.

P

Oracle EBS printer output requests, media handling and port clearing.

P

Set up Oracle EBS print queues.

A

Manage Oracle EBS print queue interface.

A P P

Manage Oracle EBS print spool.

A

P

Resolve Oracle EBS print spool problems.

A

P


P


P

Define batch restart rules.

P


A

P

Identify availability and suitability of Oracle EBS application updates and patches.

A

P

Validate infrastructure, and interoperability compliance for Oracle EBS patches. Approve installation of Oracle EBS application patches.

P P

Install Oracle EBS application patches in development and release to Customer for validation.

P

Install Oracle EBS application patches in test and release to Customer for validation. Approve Oracle EBS application patch promotion to production.

P P

Install Oracle EBS application patches to production.

P

Document Oracle EBS application patch technical changes.

P

Identify and communicate minimum Oracle EBS application version upgrade levels for supportability.

P

Identify and communicate desired Oracle EBS application version level (functionality upgrades). Validate infrastructure, and interoperability for Oracle EBS application version upgrade.

233

P P

SunGard

Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)

Customer


Develop detailed Oracle EBS application version upgrade technical project plan.

A

P

Develop testing plan for Oracle EBS application version upgrades.

P

A

Execute technical Oracle EBS application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new Oracle EBS application version level.

P P

A

Begin production application administration on new Oracle EBS application version level.

P

Document Oracle EBS version upgrade technical changes.

P


P

Report Oracle EBS system security violations for monitored activities.

P


P

Lock and unlock application level user IDs/sessions, if needed

P

Lock and unlock database user IDs/sessions, if needed. Manage Oracle EBS system security profiles and user IDs.

P P

Manage Oracle EBS root and system administrator security.

P


P


P


P


P


234

A

P A

P

Standard Tasks

Schedule Required

Standard Lead-Time

Remote Oracle EBS Services

Critical LeadTime


Description

Oracle EBS print queue setup

2

1

Execute Oracle EBS print queue setup


1

1


Oracle EBS application patches

5

1

Planning and implementation for Oracle EBS primary and secondary application patches. applied as needed.

Oracle EBS upgrades

120

Schedule Required

Immediate Tasks

Critical LeadTime

Standard Lead-Time

Remote Oracle EBS Services

Planning and implementation for Oracle EBS application version upgrades. Upgrades are limited to point release upgrades.

Description









Application restart




Remote Application Services Delivery Notes & Limitations Availability

Peripherals

235

For failures of the Equipment & Software contracted for Remote Application Management Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the underlying Customer maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for Equipment & Software failure lies with the OEM or maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses will be charged back to Customer.

Services Guide 6.0.0 Licenses

Logs

Unsupported Software

Security Database Instances

SQL Server Clusters

236

Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Remote Application Services. SunGard will not start an installation until the license(s) can be verified. Database and Microsoft Exchange logs are monitored from the SunGard management fabric for alert and critical level conditions. Database and Microsoft Exchange logs are monitored for certain error context strings and are not manually reviewed unless an incident occurs. Software Utility logs associated with System Utility Services are not monitored and are used for incident resolution only. Failures associated with user written or other Software not supported by the SunGard Services will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, Microsoft Exchange or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. SunGard may assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Security services are limited to the security capabilities delivered with the base Software environment. For example maintaining users, groups, and file-system privileges. Remote Standard and Advanced Application Support – Database Services and Managed Database Services provide for database management of one (1) DB instance on the server defined in the Schedule for Remote Managed IT Services. If the server supports multiple DB instances, each instance must be separately contracted for with SunGard and identified in the applicable Schedule Installations of SQL Server in a clustered environment will require a separate cluster group for each instance of SQL Server installed in the cluster.


Remote Application Services Delivery Notes & Limitations (continued) Supported Databases

Database configurations requiring special contract Addendum.

Unsupported Database Configurations

SunGard only supports Oracle and Microsoft SQL Database Management Systems (DBMS) that are not End of Life (EOL) and those which are under active support by the respective vendor. Support for DBMS’ that have been recently released or nearing EOL, should be confirmed with the SunGard’s Application Services group.  Any DB configurations involving RAC, DataGuard (Oracle Standby DB), and SQL Server Log Shipping will require a special Addendum to define Customer’s unique requirements. Customers will be charged per DB instance in the configuration. 

In DataGard and log shipping configurations SunGard must manage all instances involved in the configuration.



Oracle RAC configurations will typically be charged by the number of DB instances in the configuration plus one additional DB instance. The additional instance charge is due to the complexity of the configuration which involves ASM (Automatic Storage Management) and CRS (Cluster Ready Services).



Any configurations using SAN technologies of mirror splitting (ie. BCVs) to refresh or copy data to other DB nodes in the environment. Configurations involving Oracle Replication and SQL server DB mirroring are not supported. SunGard will support the DB management of these DBs; however the configuration, monitoring and support of the data replication will be the responsibility of the Customer.





Installations of Oracle Standard Edition.



Installations of SQL server on a Domain Controller.



OS and DB version combinations not certified by the DB vendor.



Microsoft Failover for Oracle Databases.

A DB that is part of an SAP application environment can not be managed by SunGard under Standard or Advanced Database Services due to SAP driven restrictions. It requires SAP DBA Manager and the management of the DB cannot be decoupled. SunGard does have a comprehensive SAP offering which includes support and management of the DB as well as other SAP oriented elements.

237


Remote Application Services Delivery Notes & Limitations (continued) Database Configurations on Virtualized Servers Development and Test Databases Testing Environments

Customer Administrator/Root Access

Citrix Management

Microsoft SQL Clustering on virtualized servers is contrary to Microsoft best practice and is not recommended or supported by SunGard, as it adversely impacts performance. Databases used for testing and development purposes will not be included in Priority 1 escalations during off business hours unless required by the Customer. A testing environment is strongly recommended within Customer’s configuration in order to be able to successfully test and validate patching and version upgrades. All application testing and validation is the responsibility of the Customer. If a testing environment is not available for SunGard to perform these tasks, Customer acknowledges that the Service Level Commitments in the Remote Managed IT Services Exhibit are not applicable in the event that an upgrade or patch causes an extended DB production outage. Testing environments are also valuable for DB backup validation, which can be done a semi-annual basis if enough storage is available in the testing environment. SunGard will allow shared root access or administrator access provided:  SunGard maintains control of a root or administrator security password and ID.  Customer’s access is traceable via a SunGard supplied process. The following apply to Remote Managed Citrix Services. •

•

238

Domain controller o The domain controller can not be installed on the same server as the Citrix application due to security requirements. o Customer is responsible for supplying the required hardware and Software for the domain controller. SunGard recommends multiple (at least two) domain controllers for redundancy. o Customer has the option to contract with SunGard for management of the domain controller under Remote Operating System Management Enterprise Services. SunGard does not support the following types of Citrix accounts: o Anonymous accounts o Shared end-user accounts


Remote Application Services Delivery Notes & Limitations (continued) Microsoft Exchange

•

•

•

Supported Exchange, AntiVirus and AntiSpam Software

•

•

•

239

Remote Managed Exchange Services only provides administrative support for Microsoft Exchange email capabilities. Support for public folder, collaboration and interoperability with other applications other than approved Software is not supported. Microsoft Exchange Clustering is only supported in conjunction with Servers that are under contract for Remote Operating System Management Enterprises Services, and requires: a) Customer to manage any SAN associated Microsoft Exchange Clustering - if a SAN is part of the Exchange environment; and b) running a supported version of Windows Server Enterprise Edition. SunGard does not support the following Microsoft Exchange Configurations: • Configurations involving server/host based replication Software are not supported, unless the replication Software application is managed by SunGard’s Remote Server Replication Services. • Installations of Microsoft Exchange, whereas Microsoft Exchange and Windows share the same RAID group. • Installations of Microsoft Exchange on a Domain Controller. • OS and Microsoft Exchange version combinations not certified by the Microsoft. SunGard only supports SunGard approved Microsoft Exchange versions and Antivirus and Anti-spam Software that are not End of Life (EOL) and those which are under active support by the vendor. Support for Software that has been recently released or nearing EOL, should be confirmed with SunGard. SunGard recommends that Customer provide desktop virus protection in real time protection mode with virus definition files updates weekly on every desktop that accesses the hosted environment. SunGard recommends that Customer provides network edge based antivirus, SPAM, and content filtering Software and/or hardware.


Remote Application Services Delivery Notes & Limitations (continued) Application Support – System Utility Services (RIM Blackberry Enterprise Server)

Remote Managed SAP & Oracle EBS Services

In support of RIM Blackberry Enterprise Server (BES) in conjunction with Managed Exchange Services SunGard will: o Configure Customer's Exchange environment to help ensure appropriate connectivity and operation of the BES. o Install initial and subsequent BlackBerry device licenses. o Troubleshoot active directory (AD) issues related to BES server where SunGard is supporting/managing the AD environment. o Test connectivity (send/receive messages) using a BlackBerry device configured for use on Customer's network when notified of a suspected server issue. o Monitor following services to confirm BlackBerry application is running.  besSysHealthServerInstance  besMailServerHealthServerInstance  Event Log Monitoring  BES Windows services. • Blackberry “Mobile Data Service” is disabled as default, and can be enabled upon request. Software failures:  Failures associated with user written or other Software not supported by SunGard will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, SAP application, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with Customer. SunGard will assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Database copies:  No more than one (1) system copy per supported SAP landscape or EBP environment performed per quarter. Version upgrades:  No more than one (1) SAP System ID (SID) or Oracle EBS application instance version upgrade per year per. Where applicable, Application upgrades (same versions) within a single SunGard contracted application environment may be batched as a single Support Request for each category.  SunGard will review the number of monthly Support Requests processed at the quarterly service review meeting to determine if the number is within the pre-determined frequency levels as defined in Notes & Limitations. In the event the Support Requests exceed the standard number, the Customer may be required to contract for additional services.

240


REMOTE STORAGE SERVICES Vaulting Services

Customer

Vaulting Services Responsibilities


SunGard

SunGard’s Vaulting Services provide for the electronic backup of file systems and DB data as contracted for in the Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P


P


P

Provide or contract for Internet access or dedicated connectivity to the vault.

P

Provide Software and agents.

P

Provide vaulting servers and data storage.

P

Provide 24/7 monitoring and support of vault infrastructure.

P

Connectivity to the applicable Recovery Services configuration(s) for Tests or in the event of a Customer Disaster, at the designated SunGard facility. This is only available if Customer contracts for Recovery Services or Restoration Services for Managed IT Services with SunGard.

P

Provide then available backup reports.

P

Perform standard tasks.

P

Installation of CentralControl and agents on all systems/servers from which data will be backed up. 1

P

Select files for backup.

P

Schedule backup times and frequency.

P

Set retention parameters. 1

P

Create encryption and security access rights.

P

1

Not applicable if Customer also contracts for Vaulting Services – Restoration Support Option

Test connectivity

241

Critical LeadTime

Standard Tasks

Standard Lead-Time

Vaulting Services

10

5

Schedule Required

Vaulting Services Standard Tasks

Description Test connectivity from Customer Facility to the vault.


Vaulting Services – Restoration Support Option SunGard shall provide Vaulting Services – Restoration Support Option as an add-on service to the Vaulting Services for the number of servers or partitions set forth in the Schedule. In order to contract for Vaulting Services – Restoration Support Option, Customer must also contract for Vaulting Services, Server Services and an associated Restoration Services for Managed IT Services Schedule, where SunGard is contracted to provide Customer with restoration of the servers.

Contract for Vaulting Services

SunGard

Vaulting Services – Restoration Support Option Responsibilities

Customer

In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P


P


P


P

Provide one dedicated port per target system of the specific type as identified by SunGard. 1

P


P


P

Install and configure vaulting agent Software on Customer server.

P


P

Develop database backup & restore methodology on target servers2.

P


P

3

Investigate backup failures on target servers .

P

Verify backup configuration and perform one initial restoration test to original source server.

P

Schedule daily file system backup, for the retention period as set forth in the Requirements Form.

P

2

P

Schedule daily DB backups , for the retention period as set forth in the Requirements Form. Provide notice within documented Lead-Times for requested Standard Tasks.

P


242

P A

P


1

One 10/100 Ethernet adapter for server management access.

2

For databases managed under Managed Database Services, SunGard provides the backup methodology. Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis. 3

Vaulting Services – Restoration Support Option Standard Tasks Critical Lead-Time

10

5

Test connectivity to the vault.

5


10

5

Initiate a restore to a server under contract for Vaulting Services – Restoration Option to validate restore capabilities.

Disable Schedule

5

1


Enable Schedule

5

1


10

5

Standard Tasks Test connectivity

Configure Backups

Test Restore

Install Backups

10

Schedule Required

Standard Lead-Time

Vaulting Services – Restoration Support Option

Y

Description


Immediate Tasks

Description

Backup Failure


Restore Files


243


Remote Storage Services Delivery Notes & Limitations Vaulting Services Data storage The data resides on a redundant disk configuration (RAID Level 5) in the vault. The vault resides in the Designated SunGard Facility. Retention Customer must establish its’ retention policy via the Vaulting scheduling Services Software. The InfoStage DirectorTM maintains the first generation of any backup on a RAID disk array. The server will always maintain at least one generation of a backup online regardless of the retention settings of the agent. Customer must contact SunGard to request purging of out-dated or un-used backup safe sets. Vaulting Services – Restoration Support Option Database Unless Customer contracts for Remote Managed Database Services, Backup Customer is responsible for database backup methodology. SunGard can support the following options: 

Citrix, Exchange, SAP and Oracle EBusiness Suite Backup


244

Customer extracts DB to a flat file for standard file-system backup processing.  Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the DB Software vendor’s current supported release levels. Unless Customer contracts for Remote Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: 

Customer extracts application data to a flat file for standard filesystem backup processing.  If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendor’s current supported release levels. Vaulting Services – Restoration Support Option support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGard’s standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be vaulted. If the vaulting window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Remote Managed IT Services.


Remote Storage Services Delivery Notes & Limitations VMware Backup

Local Host

245

The following apply to VMware ESX Servers:  If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier.  VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Vaulting Services – Restoration Support Option and must be accounted for in the Schedule to be eligible for Vaulting Services – Restoration Support Option. The ESX Server host system will be vaulted for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported. Customers are required to contract with SunGard for a Vaulting agent for each server for which Vaulting Services – Restoration Support Option are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Vaulting Services – Restoration Support Option.


REMOTE NETWORK SERVICES Remote LAN Services SunGard’s Remote LAN Services provide for the day-to-day support of the LAN devices as set forth in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P


P

Implement initial network configuration per Customer requirements. Provide LAN devices configuration change requirements.

SunGard

Remote LAN Services Responsibilities

Customer

Please note that Remote LAN Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services – Device. Please refer to each Service defined herein for additional Service descriptions.

P P

Implement LAN devices configuration changes per Customer requirements.

P


P

Monitor and notify Customer of LAN device availability.

P

Provide proactive response to LAN device availability alert.

P

Resolve reported or detected LAN device failures.

A

Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


246

P

P A

P P


LAN Services Tasks Critical LeadTime

LAN Device Patch

10

5

LAN Device Implementation

10

5

LAN Device Port Configuration

3

1

Enable ports, disable ports, or make configuration changes as requested by Customer.

LAN Device Information

5

5


Immediate Tasks

LAN Device Performance 1

Description Apply single LAN device IOS patch.

Y

Initial installation & configuration of new LAN device.

Description

LAN Device Failure LAN Device Restart

Schedule

Standard Tasks

Standard Lead-Time

Remote LAN Services

Investigate failed or crashed LAN device. 1

Request to restart or reboot a LAN device. Request to investigate LAN device performance issues.

Not applicable if restart or reboot of LAN Device can not be performed remotely.

247


Remote Managed Load Balancing Services SunGard’s Remote Managed Load Balancing Services provide for day-to-day support of the Load Balancing devices as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P


P

Configure Load Balancer (See standard configuration features matrix below) Provide and maintain current licensing of SSL certificates.

P P

Install Customer provided SSL certificates.

P

Implement initial network configuration per Customer-defined requirements. Provide Load Balancer configuration change requirements.

SunGard

Remote Managed Load Balancing Services Responsibilities

Customer

Please note that Remote Managed Load Balancing Services are a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P P

Implement Load Balancer configuration changes per Customer requirements.

P

Provide backup and restore services for configuration Maintain exclusive control of security password and IDs.

P

Monitor and notify Customer of Load Balancer availability (alert when Load Balancer unavailable).

P

Provide proactive response to Load Balancer availability alert. Resolve reported or detected Load Balancer failures.

P A


P

Deliver critical patch alerts as necessary.

A


P


248

P P P

A

P P


Standard Lead-Time

Critical LeadTime

Remote Managed Load Balancing Services

LB Patch

10

5

LB Implementation

10

5

LB SSL Card

10

5

Standard Tasks

LB Routine Configuration Change LB Information

1

Schedule

Remote Managed Load Balancing Services Tasks

Description Apply single Load Balancer OS patch.

Y

Initial configuration of new load-balancer. Add SSL card to load-balancer.

3

1

Add, Update, or Remove URL and/or server.

5

5


Immediate Tasks

Description

LB Failure

Investigate failed or crashed load balancer.

LB Restart2

Request to restart or reboot a load balancer.

LB Performance

Request to investigate load balancer performance issues.

1

Non-standard configuration changes (i.e. changes that require development of custom scripts or advanced iRules configurations) may require an additional Schedule for Remote Managed IT Services which may result in additional fees. 2

Not applicable if restart or reboot of Load Balancer can not be performed remotely.

Managed Load Balancing Configuration Features Any configuration task not specified in the table below as a standard configuration feature or is considered a non-standard configuration feature and as such will require an additional Schedule for Remote Managed IT Services and may result in additional fees.

249


Standard Configuration Features – Remote Managed Load Balancing Services Load Balancing Methods Round Robin (Default)

Description

Ratio

Distributes connections among machines according to ratio weights that you define Passes a new connection based on the fastest response of all currently active nodes Passes a new connection to the node that has the least number of current connections Uses a combination of the logic used in the Least Connections and Fastest modes Nodes are rated according to a combination of the number of current connections and the response time. The system analyzes the trend of the ranking over time, determining whether a node’s performance is currently improving or declining. Description

Fastest Least Connections Observed Predictive

Content Monitoring ICMP TCP Echo TCP HTTP HTTPS SSL Processing Certificate verification Encryption and decryption

Passes each new connection request to the next server in line, eventually distributing connections evenly across the array of machines being load balanced

Checks the status of a node, using ICMP Checks the status of a node, using TCP Verifies TCP service by attempting to receive specific content from a node Verifies HTTP service by attempting to receive specific content from a web page Verifies HTTPS service by attempting to receive specific content from an SSL web page Description Determines whether a client or server can trust a certificate that is presented by a peer (that is, a client or a server). Must install key/certificate pair. Off-loads work from target web servers, the F5 decrypts incoming client requests. Can re-encrypt a request before forwarding it on to a server. Must install key/certificate pair.

IRULES HTTP to HTTP Redirect, Port Redirect

Description IRULE that will send an HTTP redirect for all incoming traffic to a VIP. All traffic will be redirected to the same URI, but a different port.

Query URI content to select a pool or node Persistence Types Cookie Persistence

IRULE that will query the requested URI for specific content and then direct the traffic to a specific load balancing pool or node based on matching criteria. Description

Source address affinity persistence SSL persistence

250

Cookie persistence uses an HTTP cookie stored on a client’s computer to allow the client to reconnect to the same server previously visited at a web site Directs session requests to the same server based on the source IP address of a packet Tracks non-terminated SSL sessions, using the SSL session ID


Non-standard Configuration Features – Remote Managed Load Balancing Services Advanced Features Packet Filters

Authenticating Application Traffic

Description Packet filters enforce an access policy on incoming traffic. Criteria Source IP, Destination IP, Destination Port. Note: This feature is limited to directly connected networks. Allows you to use a remote system to authenticate or authorize application requests that pass through the LTM system.

SSL Processing Certificate revocation

Description

Authorization

Once the SSL profile has verified that a client or server can be trusted, the LTM system can then control the connection’s level and type of access to the destination content. Uses external authorization or IRULES.

IRULES Advanced IRULES Content Monitoring

Description Any IRULE not classified as a Standard IRULE (see above)

FTP

Attempts to download a specific file to the /var/tmp directory on an F5. Once downloaded successfully, the file is not saved.

IMAP

Attempts to open a specified mail folder on a server. Similar to the pop3 monitor. Attempts to authenticate the specified user Performs an Oracle login to a service Attempts to log on as the specified user, and log off Attempting to authenticate the specified user Issues standard SMTP commands Attempting to send UDP packets to a pool, pool member, or node and receiving a reply Description

LDAP Oracle POP3 Radius SMTP UDP Persistence Types Hash persistence Microsoft Remote Desktop Protocol persistence

251

Can check to see if a certificate being presented by a client or server has been revoked. Uses either Certificate revocation lists (CRLs) or Online Certificate Status Protocol (OCSP).

Description

Allows you to create a persistence hash based on an existing iRule Tracks sessions between clients and servers running the RDP service


Remote Managed Customer Premise Equipment (CPE) Services SunGard’s Remote Managed CPE Services provide for support of the network termination Equipment located at the Customer Facility and/or at the Designated SunGard Facility as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.


P

Provide SunGard with specification sheets & installation guides for Customerprovided Equipment.

P

Relinquish control of security password and IDs for Customer-provided Equipment to SunGard.

P

Maintain exclusive control of security password and IDs. Provide access to Customer premise when requested.

SunGard

Remote Managed CPE Services Responsibilities

Customer

Please note that Remote Managed Customer Premise Equipment Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services – Device. Please refer to each Service defined herein for additional Service descriptions.

P P

Provide Software configuration backup.

P

Monitor necessary microcode, firmware or critical patch alerts.

P

Notify Customer of recommended microcode, firmware or critical patch changes.

P

Monitor Equipment availability.

P

Resolve reported or detected Equipment failures. Provide notice within documented Lead-Times for requested Standard Tasks.

P P


252

P A

P P


Remote Managed CPE Services Critical LeadTime

Router Implementation

10

5

Router OS Patch

10

5

Apply single router OS patch.

Router OS Version

10

5

Upgrade router OS to latest version.

5

1

Add routes, access list updates, etc.

10

5

5

5


CSU Implementation

10

5

Initial installation & configuration of new CSU/DSU.

CSU Configuration

10

5

Configure CSU/DSU parameters.

CSU Upgrade

10

5

Upgrade CSU/DSU hardware.

Standard Tasks

Router Configuration Router Upgrade Router Information

Schedule

Standard Lead-Time

Remote Managed CPE Services

Description

Y

Initial installation and configuration of new router.

Y

Upgrade router hardware.

Immediate Tasks

Description

Connectivity Failure

Request to investigate failed connectivity.

Router Failure

Request to investigate failed or crashed router.

Router Restart*

Request to restart or reboot a router.

Router Performance

Request to investigate router performance issues.

CSU Failure

Request to investigate failed or crashed CSU/DSU.

CSU Restart

Request to restart or reboot a CSU/DSU.

* Not applicable if restart or reboot of termination Equipment (ie. Router or CSU/DSU) can not be performed remotely.

253


Remote Network Services Delivery Notes & Limitations Equipment Availability

Approved Equipment

Customer Access

254

SunGard does not guarantee network device failure Time To Fix. SunGard will engage and manage vendors in accordance with Customer’s maintenance agreement on the affected network Equipment. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for device failures lies with the device vendor. Customer-provided Equipment must meet SunGard requirements for approved vendor and model, approved support and maintenance contracts, and proper OS and management Software license agreements as confirmed by SunGard’s Equipment certification process prior to implementation of the solution. Customer administrative access to SunGard managed network devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data.


REMOTE SECURITY SERVICES Remote Managed Firewall Services SunGard’s Remote Managed Firewall Services provide for the day-to-day support of the Firewall as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Customer

Remote Managed Firewall Services Responsibilities

Select Equipment from SunGard supported vendors and models

P


P


P

Implement initial requirements.

network

configuration

in

accordance

with

Customer

P

Provide Firewall Policy Requirements Form. Complete Firewall Policy Requirements Form.

SunGard

Please note that Remote Managed Firewall Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote LAN Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Services descriptions.

P P

Implement Firewall policy changes in accordance with completed Customer Firewall Policy Requirements Form.

P

Backup and restore firewall rule sets.

P

Maintain exclusive control of root security password and IDs.

P

Monitor and notify Customer of Firewall availability.

P

Provide proactive response to Firewall availability alert.

P

Resolve reported or detected Firewall failures.

A

Monitor critical patch alerts and provide recommendations to Customer. Implement Firewall policy changes per Customer requirements from SunGard’s Portal.

P A

Delivery of critical security patches as necessary. Provide notice within documented Lead-Times for requested Standard Tasks.


255

P P

P

Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks.

P

P A

P P


FW Policy Update

10

5

3

1

FW Removal

10

FW Upgrade

10

5

FW Provide Policy

3

1

VPN Add Customer

1

VPN Add Site-to-Site VPN Remove Customer

10

Schedule

Standard Tasks FW Implementation

Critical LeadTime

Remote Managed Firewall (FW) Services

Standard Lead-Time

Remote Managed Firewall Services Tasks

Description

Y

Initial installation & configuration of new FW. Request to update security policy rules. 1 Remove existing FW.

5

1

Upgrade FW OS to newer version. Request to provide copy of FW policy. Y

Add a Customer based VPN connection.2

Y

Add a site-to-site VPN between 2 FWs. Remove a Customer based VPN connection.

VPN Remove Site-toSite

5

VPN Update Customer

1

Update a Customer based VPN connection.

VPN Customer Logs

2

2 Days activity via SunGard’s Portal with 30 day archive

VPN Update Site-toSite

10

Immediate Tasks

1

5

Remove a site-to-site VPN.

Update a site-to-site VPN. Description

FW Failure

Investigate failed or crashed FW.

FW Restart*

Request to restart or reboot a FW.

FW Performance

Request to investigate FW performance issues.

*Not applicable if restart or reboot of Firewall can not be performed remotely.

256


Remote Managed Network Intrusion Detection Services (NIDS) SunGard’s Remote Managed Network Intrusion Detection Services (NIDS) provide for monitoring and response to intrusion events detected by network based intrusion detection systems as contracted for in the Schedule for Remote Managed IT Services. Delivery of these Services may require deployment of one or more Network Security Appliance(s) (NSA) within Customer’s network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.

Provide IDS Requirements Form.

SunGard

Remote Managed NIDS Responsibilities

Customer

Please note that Remote Managed Network Intrusion Detection Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P

Complete IDS Requirements Form.

P

Conduct IDS solution review meeting.

A

Provide for one Ethernet port connection to each identified network segment.

P

P

Provision NSA Equipment & Software to be deployed as part of the Services.

P

Configure and activate NSA for identified network segments in accordance with completed IDS Requirements Form.

P


A

P


P

Log detected Minor and Major events on Portal.

P

Notify Customer of Major events, including description, analysis and suggested remediation.

P


A

P


P


P


P


257

P A

P P


Schedule

Critical LeadTime

Remote Managed NIDS

Standard Lead-Time

Remote Managed NIDS Tasks

Description

IDS Custom Pattern

30

Y

Create a customized attack pattern.

IDS Reporting and Custom Analysis

20

Y

Basic analysis and reporting on IDS activity.

IDS Install

20

Y

Initial installation & configuration of IDS solution.

Standard Tasks

15

Immediate Tasks

Description

IDS Major Alert


IDS Minor Alert

5

1

Y


IDS Failure


NSA Restart*


* Not applicable if restart or reboot of NSA can not be performed remotely.

258


Remote Managed Host Intrusion Detection Services (HIDS)

Provide HIDS Requirements Form.

SunGard

Remote Managed HIDS Responsibilities

Customer

SunGard’s Remote Managed Host Intrusion Detection Services (HIDS) provide for monitoring and response to intrusion events detected by host based intrusion detection Software as contracted for in the Schedule for Remote Managed IT Services. Delivery of the Services requires deployment of Software onto Customer’s systems. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.

P

Complete HIDS Requirements Form.

P

Conduct HIDS solution review meeting.

A

Install host based intrusion sensor Software in accordance with completed HIDS Requirements Form.*

P

P P

Coordinate fine-tuning of attack policy (30 days).

P


P

Log detected Minor and Major Events on SunGard’s Portal. (2 days data via SunGard’s Portal and 30 days archived data.)

P


P


P


P


P


P A

P P

1

Installed by SunGard when the server is under contract with SunGard for OS Management Services, otherwise installed by Customer. *

Installed by SunGard when the server is under contract with SunGard for Remote OS Management Services, otherwise installed by Customer.

259


Standard Tasks

Schedule Required

Standard Lead-Time

Remote Managed HIDS

Critical LeadTime

Remote Managed HIDS Tasks

Description

HIDS Custom Policy

30

Y


HIDS Reporting Analysis

60

Y

Basic analysis and reporting on IDS activity

Y

Initial installation and configuration of IDS solution.

HIDS Install

and

20

15

Immediate Tasks

Description

IDS Major Alert


IDS Failure


IDS Minor Alert

260

5

1

Y



Remote Managed Intrusion Prevention Services (IPS) SunGard’s Remote Managed Intrusion Prevention Services (IPS) provide for the monitoring, traffic filtering, and response to intrusion events detected by network based intrusion prevention systems as contracted for in the Schedule for Remote Managed IT Services. Delivery of the Services may require deployment of one or more Network Security Appliance (NSA) within Customer’s network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide IPS Requirements Form.

SunGard

Remote Managed IPS Responsibilities

Customer

Please note that Remote Managed Intrusion Prevention Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P

Complete IPS Requirements Form.

P

Conduct IPS solution review meeting.

A

Provide one Ethernet port connection to each identified network segment.

P

P

Provision NSA Equipment and Software to be deployed as part of the Services.

P

Configure and activate NSA for identified network segments in accordance with completed IPS Requirements Form.

P


A

P


P

Log detected Minor and Major Events on portal. (2 days data via SunGard’s Portal and 30 days archived.)

P

Automate filtering of high risk attacks as configured on the NSA

P


P

Provide on-going fine-tuning of attack signatures to optimize Services.

A

P


P


P


P


261

P A

P P


Schedule

Standard Lead-Time

Remote Managed IPS

Critical LeadTime

Remote Managed IPS Tasks

Description

IPS Custom Signature

30

Y


IPS Reporting Analysis

60

Y

Basic analysis and reporting on IPS activity

Y

Initial installation & configuration of IPS solution.

Standard Tasks

IPS Install

and

20

15

Immediate Tasks

Description

IPS Major Alert

Investigate IPS Major event.

IPS Minor Alert

5

1

Y

Investigate IPS Minor event.

IPS Failure

Investigate failed IPS component.

NSA Restart*


* Not applicable if restart or reboot of NSA can not be performed remotely.

262


Remote Managed Vulnerability Protection Services (VPS) SunGard’s Remote Managed Vulnerability Protection Services (VPS) provide customized, recurring vulnerability scanning of external network, application and remote access devices that enable Customers to proactively identify and remediate high-risk vulnerabilities before they can be exploited as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.

Provide VPS Requirements Form.

SunGard

Customer

Remote Managed VPS Responsibilities

P

Complete VPS Requirements Form.

P

Conduct VPS solution review meeting.

A

Coordinate fine-tuning of attack policy (30 days) in accordance with completed VPS Requirements Form.

A

P P


P

Log reports on SunGard’s Portal.

P


P


P


A


P

Launch Scan Vulnerability Report

Analysis

Scanner Install

Schedule Required

Critical LeadTime

Standard Time

Standard Tasks

Lead-

Remote Managed Vulnerability Protection Services Tasks Remote Managed Vulnerability Protection Services

Description

20

Y


20

Y

Basic analysis and reporting on VPS activity.

Y

Initial installation & configuration of scanner.

20

15

Immediate Tasks

Description

Report

Deliver report via SunGard’s Portal.

263

P


Remote Managed Digital Certificate Services SunGard’s Remote Managed Digital Certificate Services provide a Secure Sockets Layer (SSL) certificate to protect Customer’s web site, Intranets and E-commerce SSL capable systems as set forth on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

SunGard

Customer

Remote Managed Digital Certificate Services Responsibilities

Provide Managed Digital Certificate Requirements Form.

P

Complete Managed Digital Certificate Requirements Form.

P

Contract for or provide Internet connectivity

P

Generate Certificate Signing Request (CSR)

P

Provide SSL Certificate

P

Install SSL Certificate1

P

Maintain SSL Certificate password

P


P

1

If SSL device is managed by SunGard, SunGard will generate CSR and install the SSL Certificate.

Standard Time

Critical LeadTime

Schedule Required

Remote Managed Digital Certificate Services

Lead-

Remote Managed Digital Certificate Services Tasks


20

5

Y


Request additional SSL Certificate

5

5

Y

New SSL Certificate

Standard Tasks

264

Description


Remote Managed Access Services SunGard’s Remote Managed Access Services provide support and administration of hosted and remote Customer access environments (Active Directory & LDAP). The Services include account administration and security access control for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Contract for Remote OS Management Advanced or Enterprise Services

P


P

SunGard

Customer

Remote Managed Access Services Responsibilities


P

Provide Managed Access Services Policy Requirements Form.

P

Complete Managed Access Services Policy Requirements Form.

P

Implement Managed Access Services policy changes per Customer requirements.

P


P

Monitor and notify Customer of Managed Access Services availability.

P

Provide proactive response to Managed Access Services availability alert.

P

Resolve reported or detected Managed Access Services failures.

A


P P


265

P

P A

P P


Remote Managed Access Services Tasks

Standard Tasks

Standard Lead-Time

Critical LeadTime

Schedule Required

Remote Managed Access Services

Implementation

10

5

Y

Patch

10

5


3

1


Policy Update

Description Initial installation & configuration of new Managed Access Service instance(s).

Removal

10

Remove existing Managed Access Service instance(s).

OS Upgrade

10

5

Provide Policy

3

1

Add User

1

Remove Customer

1

Remove a user.

Update Customer

1

Update a user.

Y

Upgrade OS to newer version. Request to provide copy of Managed Access Services policy.

Y

Add a user.

Immediate Tasks

Description

Failure

Investigate failed or crashed Managed Access Services instance(s).

Restart

Request to restart or reboot a Managed Access Service instance(s).

Performance

Request to investigate Managed Access Service performance issue(s).

266


Remote Security Services Delivery Notes & Limitations Equipment Availability

Policy Changes Logs IDS Attack Response IPS Attack Response Customer Access Certificate Signing Request (CSR)

SSL Certificate use

267

SunGard does not guarantee device failure Time To Fix with regard to any Security Services. SunGard will engage and manage vendors in accordance with the terms of the underlying maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for the effect of device failures is with the device vendor. SunGard applies policy changes in accordance with Customer’s written instructions as set for on the Firewall Policy Form. If Customer provided instructions result in a service outage, such downtime will not be counted against any Service Level commitment. SunGard can provide Customer with access to 2 days of online data and 90 days of archived log data via SunGard’s Portal for Firewall and IDS services. Intrusion Detection Services cannot prevent attacks; only provide notice that a potential attack condition exists. SunGard’s response is limited to Customer notification. Intrusion Prevention Systems can block attacks based on pre-selected criteria. Any traffic that meets the customized attack criteria will be dropped and Customer notification will occur. SunGard is not responsible for Customer traffic that is filtered by the NSA. Customer administrative access to SunGard managed Security Services devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data. To generate a CSR for Remote Managed Digital Certificate Services, Customer will need to create a key pair for Customer provided SSL capable device. These two items are a digital certificate key pair and cannot be separated. If Customer loses public/private key file or password and generate a new one, the SSL Certificate will no longer match resulting in the need for a new SSL Certificate. Request for a new SSL Certificate may be charged. Remote Managed Digital Certificate Services SSL certificates can not be used on more than one physical server or device at a time, unless contracted for accordingly. When private keys are moved among SSL devices (Servers or SSL Accelerators) accountability and control decreases, and auditing becomes more complex. Sharing certificates on SSL devices is unsupported by SunGard and may compromise your security posture, as well as complicate the tracing of a security breach.


REMOTE MONITORING SERVICES Remote Standard Monitoring Services SunGard’s Remote Standard Monitoring Services provides up/down status for IPnetwork attached devices using standard Internet protocols. Devices must be network accessible to the SunGard management fabric. Remote Standard Monitoring Services are available for the number and type of devices as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Frequency

ICMP capable devices

ICMP Poll Negative Response.

5 Minutes

Non-ICMP capable devices

SNMP Poll Negative Response from device exclusive of SNMP traps.

5 Minutes

The following table defines SunGard’s response to each type of event. Event o o

ICMP Poll Negative Response SNMP Poll Negative Response

Response o o



P

Provide dedicated monitoring NIC (as applicable).

P


P


SunGard

Remote Standard Monitoring Services Responsibilities

Customer

The following responsibilities are defined for Remote Standard Monitoring Services.

P P

Monitor ports identified in the Monitoring Requirements Form (only one IP address included for each device to be monitored).

P


P


268

P


Remote Advanced Monitoring Services– Operating System SunGard’s Remote Advanced Monitoring Services– Operating System detects system level events that indicate immediate or potential failures. Remote Advanced Monitoring Services – Operating System are available for the number of servers as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored events and the method of detection. Table of Standard Events Event

Detection

System Availability



Process up/down status (up to five named processes)

System Log (Unix)

Critical Level Kernel Messages

CPU Utilization

Sustained Threshold

Memory Utilization

Sustained Threshold

Paging Space Utilization

Sustained Threshold

File System Utilization

Sustained Threshold (up to five file systems)

The following Table defines SunGard’s response to each type of event. Event

Response

o o o

System Availability Process Availability System Log

o o o

Open Critical Incident Notify Customer Begin Server Incident Resolution1

o o o o

CPU Utilization Memory Utilization Paging Space Utilization File System Utilization

o o o

Open Major Incident Notify Customer Investigate Incident & Determine Action Plan*

Only available if Customer contracts with SunGard for Remote Operating System Management. 1

269



P


P

Provide System Monitoring Requirements Form.

SunGard

Remote Advanced Monitoring Services – Operating System Responsibilities

Customer

The following responsibilities are defined for Remote Advanced Monitoring Services – Operating System Services.

P

Complete System Monitoring Requirements Form.

P

As necessary, license hardware monitoring agents.

P

Install & configure platform and hardware monitoring agents.

P

Monitor availability & thresholds identified by System Monitoring Requirements Form.

P

Notify Customer of detected alerts in accordance with the System Monitoring Form.

P

Provide monthly availability and threshold report via SunGard’s Portal.

P

270


Remote Advanced Monitoring Services - Database SunGard’s Remote Advanced Monitoring Services – Database detect database events that indicate immediate or potential failures. Remote Advanced Monitoring Services – Database are available for the number of servers and the number of database instances as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. Table of Standard Events Event

Detection


Database up/down Status

Database Error

Database Logs Critical Error

Archive Log


Table Space Utilization

Threshold

Table Extent Utilization

Threshold

The following Table defines SunGard’s response to each type of Event. Event o

o o o o

1


Database Error Archive Log Table Space Utilization Table Extent Utilization

Response o o

Open Critical Incident Ticket Notify Customer

o

Begin Database Incident Resolution

o o o

Open Major Incident Ticket Notify Customer Investigate Database Incident & Determine Action Plan

1

**

Only if the Database application is under contract with SunGard for Remote Managed Database Services.

271


Subscribe to Advanced Monitoring Services – Operating System or other Service offerings which include Advanced Monitoring Services – Operating System.

P

Provide Database Monitoring Requirements Form. Complete Database Monitoring Requirements Form.

SunGard

Remote Advanced Monitoring Services – Database Responsibilities

Customer

The following responsibilities are defined for Remote Advanced Monitoring Services – Database Services.

P P

Install and configure DB monitoring agents.

P

Monitor availability and thresholds identified on the completed Database Monitoring Form.

P

Notify Customer of detected alerts based on requirements in the Database Monitoring Form.

P

If Customer contracts for Advanced Application Support – Database, the Services include SunGard using commercially reasonable efforts to resolve detected DB issues.

P

272


Remote Advanced Monitoring Services - Exchange SunGard’s Remote Advanced Monitoring Services – Exchange detect Microsoft Exchange events that indicate immediate or potential failures. Remote Advanced Monitoring Services – Exchange are available for the number of servers and the number of Exchange instances as contracted for on the Schedule for Remote Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events Event

Detection


Exchange Up/Down Status

Exchange Error

Exchange Logs Critical Error

Archive Log


Mail Store Utilization

Threshold


Response

o


o o o

Open Critical Incident Notify Customer Begin Exchange Incident Resolution1

o o o

Exchange Error Archive Log Mail Store Utilization

o o o

Open Major Incident Notify Customer Investigate Exchange Incident & Determine Action Plan

1

Only if the Exchange application is under contract with SunGard for Remote Managed Exchange Services.

273


Remote Advanced Monitoring Services- Web SunGard’s Remote Advanced Monitoring Services - Web detect up/down status for Customer provided URL addresses and TCP ports. Devices must be network accessible to the SunGard management fabric in order for SunGard to provide the Service to Customer. Remote Advanced Monitoring Services - Web are available for the number of URLs as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Frequency


Customer specified web server specific processes (i.e. DLLhost, InetInfo and www.service).

N/A

System Log

Critical Level System Web Server Log Messages

N/A

User Connections

Sustained Threshold

N/A

Server Connections

Sustained Threshold

N/A

TCP Ports

TCP Poll Negative Response

5 Minutes

URL

o o o o


5 Minutes


Response

o o o

TCP Poll Negative Response Process Availability System Log

o o


o o

User Connections Server Connections

o o


o


o o o o o o o o

Attempt Manual Browse If Site Not Available or Extremely Slow Open Critical Incident Notify Customer Begin Internet Incident Resolution If Site Available Open Minor Incident Notify Customer

o o o

274



P


P


SunGard

Remote Advanced Monitoring - Web Responsibilities

Customer

The following responsibilities are defined for Remote Advanced Monitoring – Web Services.

P P

Monitor ports & URLs as specified in the Monitoring Requirements Form.

P


P


275

P


Remote Advanced Monitoring - Device SunGard’s Remote Advanced Monitoring Services - Device detect up/down status for Customer devices and events that indicate immediate or potential failures. Devices must be network accessible to the SunGard management fabric. Remote Advanced Monitoring Services - Device are available for the number of devices as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events Device

Event

Network Availability


CPU Utilization

Sustained Threshold

Memory Utilization

Sustained Threshold

Temperature Threshold

Sustained Threshold



Fan Failure


WAN Interface Utilization

Sustained Threshold


Response

o o

Network Availability Power Supply Failure

o o


o o o o o

CPU Utilization Memory Utilization Temperature Threshold Fan Failure WAN Interface Utilization

o o


276



SunGard

Remote Advanced Monitoring Services – Device Responsibilities

Customer

The following responsibilities are defined for Remote Advanced Monitoring Services – Device.

P


P


P


P

Monitor ports identified by Monitoring Requirements Form.

P


P


277

P


Remote Web Transaction Monitoring Services SunGard’s Remote Web Transaction Monitoring Services provide for execution of a Customer provided transaction to measure end-to-end application responsiveness. Remote Web Transaction Monitoring Services are available for the number of transactions for which Customer has contracted with SunGard as set forth on the Schedule for Remote Managed IT Services. Each transaction may include up to five (5) discrete steps. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table defines the monitored devices and Events. Device

Event

Frequency

URL

Executed Transaction

5 Minutes

The following table defines SunGard’s response to each type of Event. Event o

Transaction Response

Response Negative

o o

Open Major Incident Ticket Notify Customer


P


P


P

Develop Customer transaction in response to requirements.

A

Approve Customer transaction procedure as developed.

P

Provide script to execute approved Customer transaction. Test and verify transaction.

SunGard

Remote Web Transaction Monitoring Services Responsibilities

Customer

The following responsibilities are defined for Remote Web Transaction Monitoring Services.

P P

A

P

Execute and monitor transaction results identified by Monitoring Requirements Form.

P


P


278

P


Remote Monitoring Services Delivery Notes & Limitations Polling Cycle

SNMP Traps Monitoring Address

False Positive

Unused Interfaces Agent

JavaScript

279

It is possible that during a polling cycle a device or service fully resets and the event is not detected. Monitoring Services will only detect devices or services that have not responded during an entire polling cycle. Remote Standard Monitoring Services are limited to detecting positive or negative responses from direct polling and will not detect SNMP traps. The IP address used for monitoring must be assigned and administered by SunGard. If this is not practical within your environment, SunGard will attempt alternate solutions including the use of dedicated network interface cards (NIC). If SunGard cannot provide a solution to network address conflicts, Remote Monitoring Services will not be available to the device(s). Any costs associated with alternate solutions are the Customer’s responsibility and will be the presented to Customer for approval before implementation. During normal operation it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example, SunGard may receive an alert that a device is not responding, but the device is actually still available. While SunGard’s management fabric is designed to mitigate such events; SunGard cannot guarantee that such false-positive alerts will not occur. Unused IP interfaces must be configured as administratively down. If such IP interfaces remain active the Service will not be available to the device(s). Some Remote Monitoring Services may require that a monitoring agent be installed on the OS. If the server OS is not managed by SunGard then Customer will need to install the agent. In this case, SunGard is not responsible for agent failures due to incorrect installation or Software compatibility issues. As required by the vendor, SunGard may need to upgrade agent revision levels. If the server OS is not managed by SunGard, then Customer is responsible to install the upgrade. SunGard will provide as much notice as possible prior to requiring an agent upgrade, whether SunGard or Customer is performing the work. Website’s which are heavily dependent upon Client-side JavaScript, may not be able to be monitored using Advanced Monitoring - Web or Web Transaction Monitoring Services and will be addressed on a case by case basis.


Remote Monitoring Services Delivery Notes & Limitations (continued) Transaction Development

Other Events

Logical Physical Partitions

280

or

For Web Transaction Monitoring Services each transaction step represents a specific application request such as an HTTP page GET or POST. For example, in Step 1 you might test a page download time, in Step 2 test a user logon, and in Step 3 test a DB search response time. The resultant group of steps represents a single transaction that is executed on a regular basis as determined by Customer. SunGard will work directly with Customer’s internal application experts to develop the requirements for each step of each transaction. SunGard will then provide a written summary detailing our understanding of those requirements, and once approved, SunGard will implement the requirements as documented. Remote Monitoring Services will only detect the specific events identified in “The Table of Standard Events” associated with the applicable Services. The following events may be detected through Monitoring Services, depending on whether or not they also result in one of the Standard Events being triggered: o Hung or Partially Hung OS or Application o Hardware Errors o System Errors o Process Errors o Website Errors o Application Errors o Log Messages Advanced Monitoring Service – Operating Systems provide for monitoring of one (1) Operating System instance on a physical server. Operating Systems that reside on logical or physical partitions can only be monitored as part of Operating System Management Enterprise Services.


REMOTE REPLICATION SERVICES Remote Server Replication Services SunGard’s Remote Server Replication Services provide support for SunGard provided server replication solutions. SunGard can provide these Services on Microsoft Windows-based server supported by SunGard as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Customer

Remote Server Replication Services Responsibilities

Provide & support a source & target server environment compatible with identified replication Software. 1

P

Provide and/or environment. 1

server

P

Provide and/or contract for data replication bandwidth between source & target servers. 1

P

Identify source & target servers on which the replication Software will be loaded, including local standby servers.

P

contract

for

data

backup

for

source

&

target

Provision identified replication Software and related maintenance agreements. Provision all Software as required to implement Customer solution other than identified replication Software.

SunGard

Please note that Remote Server Replication Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.

P P

Perform initial installation & configuration of identified replication Software on source & target servers.

P

Notify Customer of vendor recommended Software patch, maintenance & release changes for the replication Software.

P


P


P


P


A


P


P P

Subject to the Services contracted for by Customer, Customer, SunGard, or both may support the source & target server environment and related bandwidth. 1

281


Remote Server Replication Services Tasks

Critical Lead-Time


5

1

Configure replication tuning parameters.

Software Install

5

3

Install replication Software product.

Software Patch

5

1

Apply single patch to replication Software product.

10

5

Upgrade replication Software to newer version.

Standard Tasks

Software Upgrade

Schedule Required

Standard Lead-Time

Remote Server Replication

Description Software

initialization

Immediate Tasks

Description

Software Failure

Investigate replication Software failure or crash.


Investigate replication Software license failure.

282

and


Remote Replication Services Delivery Notes & Limitations Availability

Spare Parts

Peripherals

Licenses Other Services

283

For any failures or malfunction of the Equipment and/or the Software for which Customer has contracted with SunGard for Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customer’s sole remedy for the effect of Equipment and/or Software failure lies with the OEM or maintenance vendor. SunGard does not maintain a spare parts inventory. Failed Equipment is repaired through vendor maintenance support agreements. Subject to SunGard’s written approval, a Customer may provide or have vendors provide spare parts for cold storage within the Customer Space only. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware components to complete projects or remedy problems. Out of pocket expenses incurred by SunGard may be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any Support or Management Services. Replication Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not specifically identified in the Standard Tasks for that Service.


Section Four

Recovery Assistance Services Service Definitions

284


INTRODUCTION Testing Services and Restoration Services for Managed IT Services are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Testing Services and Restoration Services for Managed IT Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise that will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies.

SERVICE DEFINITIONS – RECOVERY ASSISTANCE SERVICES Operating System Startup Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description

SunGard’s Operating System Startup Services provide for the restoration and configuration of the Customer’s operating system(s) environment. The Service is designed for customers who either elect to have their operating system(s) environment be prepared for them at the start of the Test or, the for the customer who requires assistance recovering their operating system(s) environment on the Recovery Services as a result of any differences between the assigned configurations and the hardware configuration used by Customer at the Location. Operating System Startup Services may also be appropriate for those Customers who utilize a SunGard Advanced Recovery (data replication) solution and require a hands-off, turnkey Test and recovery solution. SunGard technical specialists will restore Customer’s operating system(s) environments on the Recovery Services. Prior to a scheduled Test, SunGard technical specialists will review the Customer’s recovery documentation to determine if Customer’s recovery strategy is adequately documented and, if applicable, offer suggestions for improvement to the strategy. SunGard technical specialists will restore and configure Customer’s operating system(s) environments. The Services include the configuration of network communications on each assigned server and both the initialization of external disk

285

Services Guide 6.0.0 storage or the importing and mounting of replicated disk, whichever may be appropriate. Customer is responsible for all additional applications and data restoration.

Provide detailed configurations and/or procedures that are to be used for the restoration of the hardware configuration(s) for which Customer has contracted for the Services.

SunGard

Operating System Startup Service– General Responsibilities

Customer

In order for the Service to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.

P

Complete restoration process review of all written documentation provided by Customer.

P

Schedule and conduct conference call(s) between SunGard and Customer to review the restoration documentation. SunGard and Customer will work together to ensure that SunGard understands Customer-provided documentation. If applicable, SunGard will also recommend improvements to Customer’s strategy and or documentation.

A

Written update of procedures based on the results of the conference call, if needed.

P

P

Install and configure backup Software if required for the restoration of operating system(s) environment.

P

Restore or install operating system(s) including any prerequisite tasks based on Customer-provided restoration documentation.

P

Configure network interfaces.

P

Initialize disk volumes, as applicable. Provide to SunGard any Advanced Recovery (replicated) disk volumes that are being managed by Customer.

P P

Import and mount Advanced Recovery (replicated) disk volumes.

P

Restore applications and data from backups.

P

Execute any additional recovery tasks

P

Complete a post-Test report detailing the Test objective(s), accomplishment(s), test chronology, open issues and any recommended changes to improve/enhance future Test(s).

P

Schedule and conduct a post-Test conference call to review the report.

A

Update written documentation based on the Test results and SunGard’s recommendations.

P

286

P


Operating System Startup Services (continued) Delivery Methodology SunGard will restore Customer’s operating system(s) environment and configure them in accordance with the written documentation provided by Customer. SunGard requirements for Customer documentation are dependent upon the specific platform and recovery strategy. SunGard will conduct an initial conference call with Customer to determine the overall recovery strategy and advise what documentation SunGard will require to facilitate the Services. SunGard will then review the provided documentation and, with Customer shall determine whether the documentation is adequate or whether additional detail is required to facilitate the Services. As part of the restoration of the Customer’s operating system(s) environment, SunGard will complete the following tasks where applicable, as set forth in the Customer-provided documentation: 

Install or restore Customer-provided operating system(s) Software o In the event that third party backup Software is required to restore the operating system(s) Software:   

SunGard will install and configure Customer’s backup server Software. Alternately, SunGard will connect to and utilize a Customer owned backup server situated at the designated SunGard recovery center. Install and configure backup client Software and restore operating system(s) environments.



Configure network interfaces



Configure disk volumes   

Install third party disk management Software, as required. Create and mount file systems. In a situation where Customer is restoring from replicated data on disk, SunGard will mount the presented LUNs as directed in Customer’s written documentation. 

Please Note: Presenting the replicated LUNs is the responsibility of Customer unless that activity has been separately contracted-for with SunGard.

Once the operating system(s) environment has been restored, the systems will be turned over to Customer for all additional restoration activities. Dedicated support ends at this point, and should Customer require additional assistance, Customer will have to access recovery center staff, subject to availability. The Services are available for all hardware platforms for which Recovery Services can be contracted for with SunGard.

287


Operating System Startup Services Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center.

288

Services Guide 6.0.0 Operating System Startup Services Notes & Limitations (continued) Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager.

289


Full System Restoration Services Introduction Recovery Assistance Services (also known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the Test who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description SunGard’s Full System Restoration Services provide for the restoration of computing systems by SunGard technical specialists from a backup created by Customer either to tape or any data vault or advanced recovery (High Availability) disk. The Services are designed for customers who elect to outsource the restoration of systems by SunGard to minimize the requirement to expend personnel during Test(s) and in the event of a Customer Disaster declaration. SunGard technical specialists will execute Customer’s written recovery procedures to restore the systems on the contracted-for Recovery Services. Full System Restoration Services include: (a) the recovery of Operating Systems, including the configuration of network communications and the initialization of both internal and SAN disk volumes, (b) the recovery of enterprise backup Software, and (c) the recovery of applications and data. Additional tasks may be included such as the application of logs, installation of Software and disk erasure provided Customer supplies detailed written procedures and any required Software for these tasks. Prior to the Test, SunGard technical specialists will review the Customer’s recovery procedures to determine if the Customer’s recovery strategy is adequately documented and, if applicable offer suggestions for improvement. The SunGard technical specialists will then restore the systems as documented in Customer’s procedures. As a follow-up activity, SunGard will provide Customer with a detailed post Test report. The report will contain a synopsis of the Test, observations and recommendations for improvement and a test chronology. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

290

Provide detailed procedures/scripts that are to be used for the restoration of the Recovery Services configurations under contract with SunGard at least 8 weeks prior to the scheduled Test.

SunGard

Full System Restoration Services – General Responsibilities

Customer


P

Complete restoration process review of all written procedures provided by Customer.

P

Schedule and conduct a conference call between SunGard and Customer to review the procedures/scripts provided by Customer.

A

Update written procedures based on the results of the conference call and return them to SunGard no later than two weeks prior to the Test.

P

P

Restore and install operating systems including the configuration of network communications and initialization of internal and SAN based disk volumes.

P

Configure backup Software.

P

Provide data to SunGard via tape or data vault.

P

Restore the applications and data provided by Customer on the hardware configuration(s) contracted for in the Schedule for Recovery Services.

P

Execute application or database activation.

P

Execute the application of transaction logs, journal updates, etc.

P

Erasure of data restored on the disk in the SunGard recovery center subsequent to a Test or recovery operation. Customer acknowledges that the erasure of all Customer data from the disk(s) must be done during the scheduled Test Period(s).

P

Provide procedures and Software to SunGard for use in erasing Customer data from disk.

P

Complete a post Test report detailing the Test objective(s) and accomplishment(s), Test chronology, open issues as well as recommended changes to improve/enhance future Test(s). Execute a post-Test conference call to review the report.

291

P A

P


Full System Restoration Services Delivery Methodology The methodology behind SunGard’s Full System Restoration Services is based on the concept of “crawl, walk, run” which is essentially a transfer of knowledge between the parties. Customer provides complete recovery procedures to SunGard for review. While SunGard cannot determine the accuracy of any recovery procedures prior to testing, SunGard Technical Specialists will examine the procedures to determine if they are clear and understandable, that they do not require additional documentation which has not been made available, and such procedures do not require knowledge of Customer’s production environment. SunGard will report the findings to Customer along with suggestions for improvement. SunGard’s goal is to be able to provide primary execution of the Customer’s procedures during both Test(s) and a Customer Disaster declaration. Because the accuracy of new procedures can not be fully validated without testing, the active participation of Customer during Test(s) which involve new processes or procedures is a critical component of Test success. The objective of this process is Customer being able to hand off procedures to SunGard that can be executed by the recovery staff on the recovery center floor in the event of a Customer Disaster declaration. Promptly following a Test, SunGard will submit recommendations for improvement of the recovery process and procedures in a post Test report based on findings from the exercise. Thereafter, Customer must take ownership for their procedures, modifying them based on the test results, changes in the Customer’s production environment and changes in their Recovery Schedule. Prior to each test the Customer will be asked to provide updated procedures for review. SunGard’s review will include a comparison to previous Post Test Reports to assure that previous documentation issues have been addressed. Any questions or issues will be discussed in a pretest conference call. To assure that SunGard has the most current recovery procedures in the event of an actual disaster the Customer is urged to maintain current versions either on a SunGard portal, in a storage locker at the recovery center, or with their off site tape storage vendor. SunGard has great expertise in many areas including recovery Software, and will always provide best efforts to resolve issues. However, the Customer has expertise in their environment, especially at the application layer, that SunGard does not have. SunGard should not be viewed as a replacement for direct Software support from your experts, including vendors, in the event that issues should arise. It is required that the Customer provide direct and immediate access to technical representatives that have intimate knowledge of the environment for the duration of the recovery.

292


Full System Restoration – Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.

293


Forward Recovery Services Service Description SunGard’s Forward Recovery Services provide for restoration activities beyond full system restoration. SunGard technical specialists will execute Customer’s written Forward Recovery procedures to provide a more complete recovery solution than that provided by the Full System Restoration Services. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide detailed forward procedures to SunGard at least 8 weeks prior to each scheduled Test.

P

Review forward recovery procedures for clarity only.

P

Schedule and conduct a conference call between SunGard and Customer to help ensure an understanding by SunGard of the forward recovery procedures

A

Implement recommended changes and submit the revised procedures to SunGard at least 2 weeks prior to the scheduled Test.

P

Execute forward recovery procedures for any or all of:  Installation of applications from media  Application of DB logs  Start-up of applications and DBs  Disk erasure  Other recovery activities in addition to full system restoration P

System, application and DB administration

P

Record Test objectives, accomplishments, chronology, issues and resolutions to be included in the post Test report

294

P

P

Debugging of forward recovery procedures and associated Software

Update forward recovery procedures based on the Test results

SunGard

Customer

Forward Recovery Services Option – General Responsibilities

P P


Forward Recovery Services Delivery Methodology

Provide detailed forward recovery procedures at least 8 weeks prior to a scheduled Test.

P

Review forward recovery procedures for clarity only. SunGard can not evaluate the accuracy or completeness of forward recovery procedures.

P

Clarify procedures based on SunGard’s findings.

P

Help ensure that the procedures are complete and technically correct.

P

Initial test - SunGard and Customer work together to validate the procedures.

A

Second test – SunGard executes updated procedures. Second test – Customer provides on-site over-the-shoulder support.

P P

Debug procedures and associated Software during recovery.

P

Perform post-recovery DB and application administration and maintenance.

P

Document issues, resolutions and chronology to be included in a Post-Test report.

295

P P

Third test – SunGard executes Test.

Update the procedures based on the results of the Test(s).

SunGard

Forward Recovery Services –Methodology Summary

Customer

Forward Recovery Services are available only as an add-on to SunGard’s Full System Restoration Services. Customer must provide detailed procedure documentation to SunGard to facilitate the Services. SunGard will execute the procedures as written but does not guarantee any particular expertise with specific applications or DBs. Customer is responsible for supporting its’ procedures, applications and DBs, either themselves or through the applicable third party vendor(s). In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

P P


Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description This is a limited “Service offering” which addresses the need of a Customer requiring assistance with the configuration of TSM or NBU Software at the designated SunGard recovery center in order to Test or recover Customer operations successfully. The Services provide for SunGard to install or restore one or more TSM or NBU hardware configuration(s), install the backup database, reconfigure the hardware configuration for the recovery center environment and Test the functionality of the hardware configuration while activating the tape library hardware. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

296


Provide detailed written documentation at least 4 weeks prior to a scheduled Test to SunGard so that SunGard can be used to restore the hardware configurations.

SunGard

Customer

TSM / NBU Startup Services - General Responsibilities

P

SunGard will advise as to what documentation is required during an initial project planning conference call with Customer.

P

Complete restoration process review of all written procedures provided by Customer to SunGard.

P

Schedule and conduct a conference call between SunGard and Customer to discuss and resolve any process/procedure gaps, issues and questions regarding the Customer’s written documentation.

A

P

Restore or install operating system(s) based on Customer’s recovery strategy.

P

Restore or install TSM or NBU based on Customer’s recovery strategy, documentation and generally accepted best practices.

P

Load the backup database.

P

Configure TSM or NBU Software for the SunGard hardware environment including tape drives, libraries, robots and VTLs.

P

Verify that the Software and associated hardware configuration will function properly with the tape library hardware.

P

Turn-over fully functioning hardware configuration to Customer.

A

Install and configure client Software on target systems. (SunGard will perform this task if OS Startup or Full System Restoration is contracted for the target systems).

P

P

Perform data and application restoration(s). SunGard will perform this task if Full System Restoration is contracted for the target systems.

P

Complete a post-Test report detailing the Test objectives, accomplishments as well as recommended changes to improve future Test activities. The report will include: test objectives and accomplishments, findings, test chronology, open issues and, if applicable, recommendation(s) for subsequent Tests. Execute a post-Test conference call to review the report.

297

SunGard

Customer

TSM / NBU Startup Services - General Responsibilities

P A

P


Delivery Methodology It is SunGard’s goal, in delivering these Services, to provide a fully functioning TSM or NetBackup environment that Customer will utilize to facilitate Tests(s) or an actual recovery at the designated SunGard recovery center. SunGard will use industry best practices along with documentation provided by Customer to provide the Services. SunGard intends to deliver these Services while minimizing Customer’s need to commit their staff to provide this functionality. SunGard will conduct an initial project planning conference call with Customer to determine what specific documentation will be required by SunGard to provide the Services based on the complexity of Customer’s environment and backup practices associated with the TSM and/or NBU servers. SunGard will advise on best practices for backing up TSM and/or NBU servers to facilitate recovery. Unless separately contracted for, the recovery of Customer operating system(s), the installation of backup Software agents and the recovery of any data other that the backup Software configuration database(s) and catalog(s) is not included as part of the Services. SunGard will recover TSM and/or NBU servers by following the general steps outlined below. These steps are presented as a high level overview. 1. Restore a backup of Customer’s operating system image which includes the backup Software binaries. Alternately, SunGard will install the appropriate operating system and backup Software. 2. Restore Customer’s backup database to the designated server. If the database is tape based, the Customer is urged to supply duplicate sets of tape. 3. Delete tape device entries representing Customer’s production environment and add device entries which represent the recovery environment at the designated SunGard recovery center. 4. Validate that the designated backup server can properly use tape libraries by manipulating robots and picking tapes. 5. Based on the availability of restoration clients, one or more restoration jobs will be initiated as final validation of the functionality.

298


Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s).

299


Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations (continued) Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.

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Network Startup Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity exercises. The objective of Recovery Assistance Services is to provide a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate planning sessions to help ensure that the recovery objectives are consistent with these strategies. Services Description SunGard’s Network Startup Services provide for assistance in the restoration of the network environment during recovery Tests and in the event of a Customer Disaster declaration at the designated SunGard recovery center. A SunGard technical specialist will: 1) install Customer-provided configurations on the allocated to network devices at the designated SunGard recovery center: 2) assist Customer in developing configurations suitable for the SunGard hardware environment; and 3) execute Customer-provided procedures for the recovery and configuration of devices where the loading of a configuration file does not apply, such as certain firewalls, VPN gateways, etc. SunGard will conduct limited advanced testing of all network devices to help ensure that the network configurations will load without any errors. At time of Test, or in the event of a Customer Disaster declaration, SunGard will use Customer’s configurations and procedures to activate the Equipment and turn such Equipment over to Customer for validation and use. It is important to note that Customers are required to provide layer 2 and layer 3 configurations for routers and switches and recovery procedures for other classes of Equipment. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

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Customer

SunGard

Network Startup Services – General Responsibilities

Conduct project planning session to discuss the objectives of the overall Test engagement, as well as timeframes. Project activities will be reviewed, including identification of documentation (such as technical restoration procedures) for analysis.

A

P

Provide configurations and recovery procedures to SunGard in a timely manner as defined herein.

P

Provide assistance to Customer in modifying the configurations to be compatible with the SunGard hardware environment.

P

Review network diagrams and network hardware used for recovery.

P

Prior to the Test, conduct a pre-load test of network hardware with Customer’s configurations based on the availability of hardware and personnel.

P

Load configurations and execute procedures to activate hardware at the beginning of the Test or the recovery operation.

P

Verify connectivity to attached devices. Debug configurations and troubleshoot errors.

P A

Use commercially reasonable efforts to assist Customer in debugging and troubleshooting regarding network devices.

P

Prepare a post-Test report detailing issues and resolutions along with recommendations for future Tests.

P

Conduct a post- Test conference call to review the results of the Test

A

Update configurations and procedures based on the results of the Test.

P

P

Delivery Methodology SunGard’s Network Startup Services are designed to reduce the time and effort required by Customer’s network staff to coordinate and participate in periodic Tests of the contracted for Recovery Services. The Services are limited in scope and only include Customer’s network Equipment on the applicable Recovery Schedule. The Services are limited to the local area network within the designated SunGard recovery center. Wide area connectivity, including but not limited to telecom, is out of scope. It is the intent of SunGard to assist Customer in achieving a successful Test and if applicable, a recovery following a Disaster declaration. SunGard will provide limited assistance in the development of configuration files compatible with the SunGard hardware environment. SunGard network specialists will work with the Customer to assist in modifying Customer’s configurations such that the configurations are compatible with the network hardware provided by SunGard. While performing this Service, SunGard relies on Customer to determine layer 2 and layer 3 schemes that are accurate and suitable for the purpose of a Test or in the event of a declared Disaster. SunGard and Customer will then finalize the configurations that are to be installed. Based on the availability of hardware and personnel, these network configurations will be loaded prior to the start of the Test to help ensure that they

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Services Guide 6.0.0 successfully load on the devices. If errors are identified, SunGard and Customer will work together to address the errors and finalize the configurations. Because all network nodes are not available prior to the start of the Test, rigorous testing of the network configurations can not be conducted. All network configuration information and the applicable recovery procedures must be received in a timely manner: 



In order for SunGard to assist Customer with modifications to Customer’s network configurations, Customer must provide those configurations to SunGard at least 4 weeks prior to a scheduled Test. In order for SunGard to pretest any configurations, Customer must provide those network configurations to SunGard at least 2 weeks prior to a scheduled Test.

SunGard will load the finalized configurations, recover or configure the applicable network devices at the start of the Test or a recovery, and the devices will be activated. In the event that debugging is required at layer 2 or layer 3, SunGard can only verify that the configurations on the hardware match those that were mutually agreed to by SunGard and the Custom, all other support is the responsibility of Customer.

Network Startup Services Notes & Limitations Recovery Assistance Services will be delivered only for the network configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated SunGard recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Schedule for Recovery Services, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two Tests of the Recovery Services during any contract year. In the event Customer does perform more two (2) Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for additional support at SunGard's then current rates for such support. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use

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Services Guide 6.0.0 commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact. Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager.

Media Handling Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. Specifically, SunGard’s Media Handling Services are designed to minimize the effort required by a Customer’s staff for the validation, staging, mounting and repacking of the media that has been shipped to the designated SunGard recovery center in support of a Test or declaration of a Disaster. Service Description SunGard’s Media Handling Services provide for SunGard to receive at the designated SunGard recovery center, audit the inventory of, stage, repack and return ship the media from the designated SunGard recovery center to the Customer Location in support of a Customer Test or a Disaster declaration. The Services allow Customer to minimize the number of staff required onsite at the designated SunGard recovery center in support of a Test or Disaster declaration by Customer. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

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Provide the information detailed below at least 14 business days prior to the scheduled Test date: Location of key(s) / key management process Return shipping instruction and labels Number of containers Type of containers Number of media devices Name of vendor for delivery Date of delivery in order for SunGard to schedule the proper staffing for inventory Inventory list / manifest / pick list by container that includes the serial numbers of media. Container ID(s) identifying customer specific tags, labels so SunGard can validate Customer name.

SunGard

Media Handling Services – General Responsibilities

Customer


P

Schedule support to facilitate media receipt, inventory, staging, and packing up.

P

Validation of received media and notification to Customer of completion and any discrepancies.

P

Provide specific inventory listing / manifest/ pick list of media

P

Inventory media based on a comparison to the Customer-provided inventory list / manifest/ pick list and provide confirmation to Customer of completion and notification of any discrepancies.

P

Optionally provide media mounting during the scheduled Tests at an additional fee.

P

Post Test inventory and returning of media to assigned containers. Notification to Customer of completion and any discrepancies.

P

Ensure that the shipment contains the requisite number of prepaid shipping label(s) and instructions to facilitate the return shipment of containers to the Customer designated address.

P

Delivery Methodology Media Handling Services are delivered in several phases. Each phase, aligned with key activities, is detailed below. 1. Pretest Activities 1.1. SunGard will coordinate with Customer on logistics of the media delivery to SunGard prior to the start of a scheduled Test. 1.2. Customer will provide to SunGard the information detailed below no less than fourteen (14) business days prior to the Test date. This information can be provided via email to the attention of your assigned Customer Care Specialist (CCS).

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

Location of key(s) / Key management process



Return shipping instruction and labels

Services Guide 6.0.0 

Number of containers



Type of containers



Number of Media Devices



Name of Vendor for delivery



Date of delivery in order for SunGard to schedule the proper staffing for inventory



Inventory list / manifest / pick list by container that includes the serial numbers of media.



Container ID(s) identifying Customer specific tags, labels so was can validate who Customer name.

1.3. Upon receipt of the information, SunGard will then schedule the necessary personnel to facilitate media receipt, media inventory and media staging to support the upcoming Test. 2. Receipt 2.1. Media deliveries will be handled in accordance with standard SunGard policy as set for in the Recovery Services User Guide. 2.2. SunGard will validate the number of containers delivered to the designated SunGard recovery center as compared to the information provided by Customer. 2.3. SunGard will notify Customer via email, to the attention of the designated Customer representative as requested by Customer, within one (1) business day of the arrival of the shipment at the designated SunGard recovery center. The notification will include the following details: 

Validate the number of containers delivered



If any container is damaged.



If any container is unsecured.



Validate against manifest that the delivery is complete

2.4. At this point, SunGard will not open or inventory any container until necessary to facilitate the inventory/staging activities as described below in support of the Test. 2.5. SunGard will store Customer containers at the designated SunGard recovery center until the beginning of the pre-Test activities. The storage of these containers is being done as an accommodation to Customer. 3. Inventory/Staging Activities 3.1. Move the Customer containers to the assigned media area(s) 3.2. Open containers and audit the contents as follows:

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

Use the inventory/ manifest/ pick list to audit all media within each container.



Stage media in VOL=SER sequence.

Services Guide 6.0.0 

SunGard will notify the Customer via phone, or appropriate escalation, as to any discrepancies found in the pre-stage inventory as soon as reasonably practical.

3.3. Following notification to Customer of any discrepancies with the inventory, the inventory process will be considered complete and SunGard will wait on further instructions from the Customer, if necessary. 3.4. Media will then be relocated based on Customer instructions to the area supporting the scheduled platform or library for the Test of the Recovery Services. 4. Return Shipment by SunGard 4.1. During Customers’ scheduled Test, SunGard will unload media from libraries. 4.2. The media will be returned to containers using the listings provided by Customer. 4.3. SunGard will validate that the contents of each container match the original inventory audit forms and sign off, as directed by the Customer. 4.4. Place Customer prepaid shipping labels on the outside of the containers. 4.5. Gather all containers and verify container count against container inventory list. 4.6. Return the shipment to the shipping area for and schedule pick up using Customer’s designated third party vendor. SunGard will notify Customer via email, to the attention of the designated Customer representative, as to any discrepancies found in the pending shipment. 4.7. SunGard will notify Customer via email, to the attention of the designated Customer representative, that the inventory process is complete and wait for Customer to schedule the pick up of the containers and advise SunGard as to the expected date/time. Customer Responsibilities Customer acknowledges that in order for SunGard to assist Customer with receipt, inventory and staging of its media that SunGard must be provided with sufficient time to inventory and stage the media prior to the Test date. Customer shall comply with the following: 1. All shipments must arrive at the designated SunGard Recovery Center no less than five (5) business days prior to the Test date. 2. All shipments must be in VOL=SER sequence. If this requirement is not met, SunGard reserves the right, utilizing the current standard rate per hour, to charge for the additional support required. Customer acknowledges that this may impact the completion of the pre-test activities prior to the scheduled start of the Customer Test. 3. SunGard will use commercially reasonable efforts to support any shipment received less than five (5) business days prior to the Test date subject to the availability of SunGard personnel.

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Services Guide 6.0.0 4. Any inventory lists provided by Customer will have specific areas identifying confirmation of inventory. These areas should be separate for:  Container count, inventory check off  Pre-stage internal container, inventory check off  Post-stage internal container, inventory check off  Final container count, inventory check off  Notify your Customer Care Specialist of any media mounting services required no less than five (5) business days prior to the scheduled start of the Test. Requests received less than five (5) days prior to the start of the Test will be accommodated, subject to personnel availability.

Media Handling Services Notes & Limitations Media Handling Services are available during scheduled Test(s) of the Recovery Services and in the event of a Disaster declaration by Customer at the designated Recovery Center. Customer will be invoiced following the service delivery at SunGard’s then current fees for the Services. The actual “media” that is supported by the Services includes Customer tapes or optical disks. Standard Media Handling Services includes receiving, unpacking, auditing, staging, initial loading of libraries and repacking for return shipment. All costs for the return shipment of media are the responsibility of Customer. Additional Media Handling Services are available during scheduled Test(s) or in the event of a Disaster declaration for an additional fee. An example of additional Services is tape or CD-ROM mounting. Requests for additional Media Handling Services must be made at least five (5) business days prior to the scheduled Test or as soon as reasonable in the event of a Customer Disaster declaration. Customer acknowledges that “audit” provides for a check-off of container contents against the pick list provided by Customer. In order for SunGard to perform to audit an inventory of Customer tapes, the tapes must be clearly labeled with identifiers that can be visually matched to the pick list and tapes must be packed in VOL=SER order. When the Media Handling Services are going to be used for a scheduled Test, all shipments must arrive at the designated SunGard recovery center no less than five (5) business days prior to the Test date.

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Technical Test Monitoring Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity exercises. The objective of Recovery Assistance Services is to provide a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate planning sessions to help ensure that the objectives are consistent with these strategies. Service Description SunGard’s Technical Test Monitoring Services provide for dedicated assistance in the restoration of the computing environment during Test(s) and recovery operations at the designated SunGard recovery center.

SunGard

Technical Test Monitoring Services – General Responsibilities

Customer

In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Provide one experienced SunGard technical support specialist for each specified platform on the Schedule for Recovery Services to assist with the Test process.

P

Provide technical expertise to Customer’s technical staff to support the recovery of computing platforms during Tests.

P

Serve as a single point of escalation during Tests.

P

Recover system environments including operating systems, applications and data. Document observed events, issues and resolutions in a Post Test Report.

309

P P


Technical Test Monitoring Services (continued) Delivery Methodology During scheduled Tests at the designated SunGard recovery center, SunGard will schedule a technical specialist to serve as a Test monitor, observing the process, as well as providing technical assistance, as available, in the actual restoration of Customer’s computer environment at the designated SunGard recovery center. Technical assistance with regard to a specific hardware particular platform is subject to availability at the time of the request. SunGard recommends advance scheduling of these resources to help ensure availability at time of Test.

Scheduling Prior to each Test, SunGard will determine through discussions with Customer how monitoring hours, based on the Schedule for Recovery Services, will be allocated between the hardware platforms being Tested. Customer may allocate the monitoring time of certain platforms in minimum of 4 hour blocks. If, because of circumstances during a Test, Customer requests a change in the agreed to schedule, SunGard will use commercially reasonable efforts to accommodate the change based on available personnel at the time requested.

SunGard

Technical Test Monitoring Services – Methodology Summary

Customer

The Services will be provided based on the number of Test Period(s) specified in the Schedule for Recovery Services.

A

P

The technical specialist will deliver technical assistance as requested by Customer on a commercially reasonable basis. In order to best utilize the Services, Customer should advise SunGard of particular technical areas of concern to allow closer alignment of staffing with Customer’s needs within the limitation noted above.

P P

Technical Test Monitoring Services Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated SunGard recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Schedule for Recovery Services, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that

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Services Guide 6.0.0 Customer will conduct no more than two Tests of the Recovery Services per contract year. In the event Customer does perform more two (2) Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for additional support at SunGard's then current rates for such support. These Services are available for delivery only at the designated SunGard recovery center. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact. Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.

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Operating System Generation Maintenance Services (Mainframe Only) Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description/Delivery Methodology SunGard’s Operating System (OS) Generation Maintenance Services provide for dedicated assistance in the creation and maintenance of Customer’s OS used at a SunGard recovery center for Test(s) or in the event of a Customer Disaster declaration utilizing a mainframe server.

SunGard

OS Generation Maintenance – General Responsibilities/Methodology

Customer

In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Build and maintain critical IOCP/IODF, VM Directory or configuration flies necessary to transition Customer’s production OS to the Recovery Services configuration(s) at the designated SunGard recovery center.

P

Use Customers’ IOCP/IODF, VM Directory or configuration files and update them for use at SunGard based upon a mutual agreed-to, pre-determined maintenance schedule, not to exceed 8 times per contract year.

P

Provide a copy of all production Software to SunGard in order for SunGard to provide generation maintenance with regard to the OS.

P

Test the OS during regularly scheduled Tests at the designated SunGard recovery center.

P

Operating System Generation Maintenance Services Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery

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Services Guide 6.0.0 Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its’ operating system documentation to reflect any changes in the production environment(s).

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Network Control Program Maintenance Services (Mainframe Only) Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description/Delivery Methodology SunGard’s Network Control Program (NCP) Generation Maintenance Services provide for dedicated assistance in the creation and maintenance of Customer’s NCP system used at the SunGard recovery center for Testing or in the event Customer declares a Disaster.

SunGard

NCP Generation Maintenance – General Responsibilities/Methodology

Customer

In order for the Service to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Build and maintain NCP load modules necessary to transition Customer’s network operating system to the assigned recovery configuration.

P

Use Customers’ NCP load modules or configuration files and update them for use at the designated SunGard recovery center based upon a mutually agreed-to, pre-determined maintenance schedule, not to exceed 8 times per contract year.

P

Provide to SunGard a copy of production Software to facilitate NCP generation maintenance.

P

Test the operating system(s) during regularly scheduled Tests at the designated SunGard recovery center.

P

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Network Control Program Maintenance Services (Mainframe Only) – Notes & Limitations Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customer’s environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGard’s, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customer’s scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customer’s assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.

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Procedure Training Workshop Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Services Description SunGard’s Procedure Training Workshop provides Customer with training in a “workshop” environment for the development of recovery procedures. A SunGard technical specialist will provide technical training in the development of a technical restoration procedure. The workshop is based on a single server selected from each covered recovery configuration, as specified in the applicable Schedule for Recovery Services. During the workshop sessions SunGard will review existing backup and recovery strategies, identify apparent gaps, discuss alternatives and best practices. The SunGard technical specialist will produce a sample recovery procedure based on these findings and the selected server configuration.

SunGard

Procedure Training Workshop – General Responsibilities

Customer

In order for the workshop to be effective, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the deliverables.

Review backup and recovery existing strategy, identify opportunities and gaps, and exchange best practices.

P

Gather configuration and system information.

P

Create sample procedure(s) based on SunGard template(s) to demonstrate the thought process, data gathering methodology, required technical content, and format involved in writing effective restoration procedures.

P

During the second day’s session the SunGard technical specialist will present the sample recovery procedure and engage in a live edit and walk–through.

P

Provide templates, when available, for other platforms in the Customer’s environment.

P

Creation and maintenance of procedures that will be used during Tests and in the event of a Customer disaster declaration.

316

P


Procedure Training Workshop Delivery Methodology Through years of supporting subscribers with the restoration of computing environments, SunGard has adopted standard restoration processes for many hardware platforms. Templates which document these standard restoration processes, when available, will be used by the SunGard technical specialist while developing sample restoration procedures for the Customer. The focus of this Service is to provide a training exercise, not a completely documented procedure that can be used for an actual restoration. A Workshop will be conducted for each recovery configuration. SunGard, to minimize the demands on the Customer’s people, will make every effort to combine platform workshops if requested by the Customer. The Workshops will be conducted in 2 sessions over consecutive days, the first session taking approximately 4 to 6 hours and the second 2 to 4 hours. During the first day’s session the SunGard technical specialist will 

   

Discuss at a high level the SunGard philosophy of how recovery documentation should be crafted including audience, level of detail and components. Lead a discussion of the Customer’s current backup and restoration practices. Discuss the role played by server and application priorities and dependencies. Identify and discuss possible gaps in Customer’s strategy that may affect Customer’s recoverability. Engage in data gathering for the selected server demonstrating what information is required in order to craft an effective recovery procedure.

The SunGard technical specialist will then craft a sample procedure off site for presentation on the second day   

317

Present the sample procedure highlighting where the previous day’s fact finding maps to the document. Provide templates, if available, for other platforms in Customer’s environment. Conduct a general question and answer session.


Procedure Training Workshop – Notes & Limitations Procedure Training Workshop Services will be delivered only for those hardware configurations specifically listed as being part of the “scope of services” in the applicable Schedule for Recovery Services or Statement of Work. No hardware platform should be assumed to be in scope because of a dependency between platforms. Procedure Training Workshop Services are available for delivery at the Customer’s location(s). Customer will reimburse SunGard for actual incurred expenses for travel, meals and lodging. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during the Procedure Training Workshop engagement. Customer must designate a single point of contact (Disaster Recovery Coordinator) to work with the SunGard project team to provide coordination, scheduling and logistical support in order for the Services to be delivered.

318


Recovery Procedure Documentation Services Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customer’s technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customer’s recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Services Description SunGard’s Recovery Procedure Documentation Services provide for the documentation of the Customer’s recovery process. The documentation will be delivered in the form of step by step procedures for the recovery of operating system environments, data and applications. The Service is available for any hardware platform supported by SunGard, excluding network components. The Service includes three phases: 1. Initial drafting of procedures 2. Validation of the draft procedures during a scheduled Test of the Recovery Services on the applicable Schedule(s). 3. Update procedures based on the results of the validation Test. After the 3rd phase the Recovery Procedures are delivered to Customer and the engagement is closed. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

319

Participate in one or more workshop sessions to  Review existing backup strategies  Review existing recovery strategies, discuss alternatives and best practices  Gather system configuration information

SunGard

Recovery Procedure Documentation Services – General Responsibilities

Customer


A

P

Develop draft detailed recovery procedures which document the restoration of operating systems, applications and data.

P

Deliver draft procedures to Customer for review

P

Review draft procedures and request changes from SunGard

P

Incorporate requested changes into draft procedures Validate recovery procedures during scheduled Tests at the SunGard recovery center.

P A

Update procedures based on the results of the Tests Maintain procedures, updating them to reflect changes in Customer's production environment and the Recovery Services under contract with SunGard.

P P

P

Delivery Methodology Through years of supporting subscribers with the recovery of computing environments, SunGard has adopted standard restoration procedures for many hardware platforms. These standard restoration procedures, when available and applicable, will be used by the SunGard technical specialists, who will execute the first draft of the procedures for the restoration of Operating Systems, applications and data. Procedures can only be classified as final when they have been validated and updated based on the Test results. To accomplish this, the draft procedures will be validated at the next scheduled Test of the Recovery Services on the applicable Schedule(s), after draft completion. Based on the results of that Test, the procedures will be updated and presented to Customer as completed, and the project will be closed. After project closure, Customer will be responsible for ongoing maintenance of their recovery procedure documentation. The process of system recovery is highly dependent on the backup strategy employed. SunGard technical specialists can work from a backup implementation plan but basing recovery procedures on a stable, functioning backup system is recommended. Once the backup strategy is identified, the final documents will reflect that strategy, regardless of later changes. SunGard technical specialists will conduct workshop session(s) as part of the discovery process for the Services. The purpose of the workshop(s) is to gather system configuration data, understand the Customer’s backup and recovery strategy and to identify backup practices or deficiencies that may delay or prevent recovery.

320

Services Guide 6.0.0 After the initial workshop(s) SunGard may need to engage the Customer’s technical resources for additional information. It must be noted that SunGard technical specialists have general experience recovering many leading applications and databases. However, the writing of effective procedures will require the full commitment by Customer’s knowledgeable support resources, both internal IT and vendors, to close the gaps in SunGard’s understanding of Customer’s environment and provide the necessary information specific to Customer’s environment, especially with regard to applications and databases. SunGard can only develop procedures for platforms, operating systems and other Software that is supported by the vendors of those platforms, operating systems and other Software. The development of procedures for unsupported platforms, operating systems and Software is out of scope.

Recovery Procedure Documentation – Notes & Limitations Recovery Procedure Documentation Services will be delivered only for those hardware configurations specifically listed as being part of the “scope of services” in the applicable Schedule for Recovery Services or Statement of Work. No hardware platform should be assumed to be in scope because of a dependency between platforms. Recovery Procedure Documentation Services are available for delivery at the Customer’s location(s). Customer will reimburse SunGard for actual incurred expenses for travel, meals and lodging. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during the Recovery Procedure Documentation Services engagement. Customer must designate a single point of contact (Disaster Recovery Coordinator) to work with the SunGard project team to provide coordination, scheduling and logistical support in order for the Services to be delivered. The Recovery Procedure Documentation that is delivered to Customer will represent Customer’s current computing environment as set forth on Customer’s Schedule(s) for Recovery Services. Customer is solely responsible for updating its’ written recovery procedures to reflect any changes in the production environment(s) and also any updates needed to the contracted Recovery Services on the applicable Schedule(s).

321


SERVICE DEFINITIONS – RESTORATION SERVICES FOR MANAGED IT SERVICES THIS SERVICE IS CURRENTLY BEING EVAULATED FOR ENHANCEMENT BY SUNGARD. SUNGARD WILL CONTINUE TO SELL AND SUPPORT RESTORATION SERVICES FOR MANAGED IT SERVICES. CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO UPDATES OR ENHANCED SERVICE FEATURES. SunGard’s Restoration Services for Managed IT Services provides for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services and supported At-time-of-test (ATOT) and At-time-of-disaster (ATOD) with the Schedule for Recovery Services at a secondary SunGard facility. The methodology behind SunGard’s Restoration Services for Managed IT Services is based on the concept of “crawl, walk, run”. Starting with the development of a Managed Technology Plan (MTP), which references the recovery procedures for specific Equipment, and defines the roles and responsibilities ATOT/ATOD activities for both SunGard and Customer. Followed by a collaborate effort by Customer and SunGard to validate and exercise the recovery procedures to improve the restoration timeline. The methodology is deemed complete once SunGard has successfully restored Customer’s environment based on the written procedures defined in the MTP. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customer’s failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.

Develop Managed Technology Plan (MTP)

A

Execute the initial Test based as defined by SunGard’s Recovery Procedures During the initial Test, SunGard and Customer work together to validate the written procedures defined in the MTP

SunGard

Customer

Restoration Services for Managed IT Services – Methodology Summary

P P

A

P

Implement recommended changes to the restoration processes and procedures identified by SunGard and update the MTP based on the results of the initial Test

P

Subsequent Test(s) – SunGard executes updated procedures

P

Implement recommended changes to the restoration processes and procedures identified by SunGard and update the MTP based on the results of the subsequent Test(s)

322

A

P

As set forth in the Schedule, provide a specific list of servers, network and security devices for which procedures are to be written within the scope of the applicable Schedule or Addendum

SunGard

Restoration Services for Managed IT Services - Responsibilities

Customer


P

A

Schedule and conduct meetings/conference calls between SunGard and Customer to develop the procedures/scripts/roles and responsibilities needed for the MTP Engage in follow-up meetings/conference calls and provide required support to SunGard for the development of the MTP

P

P

Develop draft /scripts for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services

P

Define draft recovery test validation for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services

A

P

Schedule and conduct a conference call between SunGard and Customer to finalize and edit of the procedures/scripts roles and responsibilities defined in the MTP

A

P

Deliver draft MTP to Customer for review Review draft MTP and provide requested changes to SunGard

P P

Incorporate requested changes into draft MTP Validate /scripts during scheduled Tests at the designated SunGard recovery center

P P

Update procedures based on the results of the Tests

P P

Notify SunGard within 72 hours of any changes to Customer’s environment out side of SunGard’s Change Management Procedures for Manage IT Services that may affect SunGard’s responsibilities in the and as defined in the MTP

P

Maintain for SunGard’s responsibilities in the , updating them to reflect changes in Customer's primary SunGard facility where Managed IT Services are provided. If applicable, return updated to Customer no later than three (3) weeks after notice of change

A

P

Maintain for Customer’s responsibilities in the MTP

P

A

Store on SunGard’s Portal

P

Assign a SunGard point of contact for the maintenance and on-going support of the and the periodic support of the MTP as defined in the Exhibit

P

In the Schedule for Restoration Services for Managed IT Services, contract for the appropriate platforms and Test Period(s) needed to support the At-time-oftest (ATOT) and At-time-of-disaster (ATOD) restoration objectives for specific hardware configurations, Operating Systems, Applications and data.

323

P

SunGard

Restoration Services for Managed IT Services – Responsibilities (continued)

Customer


In the Schedule for Managed IT Services, contract for Vaulting Services Restoration Option to facilitate the retention and accessibility of Data that will be used ATOT and ATOD at a SunGard Recovery Services Data Center

P

Provide proof of appropriate Software Licensing for Customer-provided Applications and Operating Systems that will be used ATOT and ATOD

P

As defined in the MTP, as Customer responsibilities, configure Network and Security devices/components at Customer location(s) to support connectivity to specific hardware configurations contracted for in the Schedule for Recovery Services.

P

As defined in the MTP as Customer responsibilities, configure Software components for specific hardware configurations contracted for in the Schedule for Recovery Services

P

As defined in the MTP as SunGard responsibilities, configure and restore the Operating Systems, applications and data on the specific hardware configurations contracted for in the Schedule for Recovery Services

A

P

As defined in the MTP as SunGard responsibilities, execute application or DB activation on the specific hardware configurations contracted for in the Schedule for Recovery Services

A

P

As defined in the MTP as SunGard responsibilities, execute on-going maintenance activities that include the application of transaction logs, journal updates, etc. related servers, network devices and applications on specific hardware configurations contracted for in the Schedule for Recovery Services

P

P

As defined in the MTP as Customer responsibilities, execute defined test validation procedures on the specific hardware configurations contracted for in the Schedule for Recovery Services

P

As defined in the MTP as SunGard responsibilities, execute defined test validation procedures on the specific hardware configurations contracted for in the Schedule for Recovery Services

A

P

Erasure of data restored on the disk subsequent to a Test or recovery operation as defined in the Recovery Procedures. Customer acknowledges that erasure of all Customer data from the disk(s) must be done during the scheduled Test Period(s)

P

A

Complete a post-Test report detailing the Test objective(s), accomplishment(s), test chronology, and open issues as well as recommended changes to improve/enhance future Test(s)

P

Execute a post-Test conference call to review the report

A

P

Update procedures as needed as per post-Test report

P

P

324


Restoration Services for Managed IT Services Tasks

Critical Lead-Time

14

7

Increase Recovery Procedures scope

60

*

Y

Create new systems

Decrease Recovery Procedures scope

30

15

Y

Update Recovery Procedures to reflex the removal of SunGard responsibilities in Recovery Procedures

Standard Tasks Update Procedures

Recovery

Schedule Required

Standard Lead-Time

Restoration Services for Managed IT

Description Update recovery procedures for responsibilities in Recovery Procedures recovery

procedures

Immediate Tasks

Description

Execute SunGard responsibilities in MTP

As defined in the MTP, responsibilities ATOT/ATOD

for

execute

SunGard additional

SunGard

* As agreed to by SunGard and Customer. Restoration Services for Managed IT Services - Delivery Notes & Limitations General

Licenses

325

SunGard’s Restoration Services for Managed IT Services provides for the restoration and validation of the operational status of specific systems managed by SunGard on a Managed IT Services Schedule and in association with operational equivalent systems on a Restoration Services for Managed IT Services Schedule. Restoration and validation of Customer managed hardware and/or Software needs to be contracted separately or is the responsibility of Customer. Customer must provide and make available to SunGard all license information related to Customer-provided Software which SunGard will need to use to deliver Restoration Services for Managed IT Services Services. SunGard will not start the restoration process defined in the Recovery Procedure Plan, until Customer-provided Software license(s) can be verified and authenticated.


Section Five

Policies

326


SITE ACCESS POLICY Overview SunGard has published this Site Access Policy to help ensure that the Services provided to our Customers are of the highest quality, and to help protect the privacy and security of our Customers, systems, and networks, while also encouraging responsible use, including compliance with applicable laws. The Policy is defined for those individuals who will require access to SunGard hosting Facilities and who are not SunGard employees. Visitors are defined as vendors, Customers or Customer agents who have received pre-authorized to access the Facility. All Visitors  Must stop at the security desk, sign the visitor log and obtain a Visitors or Customer Pass.  Must display a valid Visitors or Customer Pass in plain sight.  Must submit to checking of all hand carried containers or hand carried electronic devices at the security desk (as required by SunGard), both upon arrival and at time of departure.  Are restricted to the areas permitted by their Visitors or Customer Pass or otherwise permitted by escort. At no time may a Visitor touch, handle or intentionally come in contact with cabinets, Equipment, devices, cables or other property not owned by the Visitor or for which the Visitor does not have authorized agency. Visitors Accessing SunGard Customer Space Visitors must present a valid, government-issued photo ID and be authorized by their company to access the SunGard Customer Space. If our records indicate that you are not an authorized visitor you will not be granted access beyond the security desk. Site Emergency   

Immediately report all site emergencies such as smoke, fire, or other potentially dangerous conditions to the security desk. Do not attempt to handle Facility emergencies without the assistance of SunGard personnel. Familiarize yourself with posted Facility emergency exits. Avoid elevators.

Site Security  

Report all suspicious behavior such as unauthorized access, missing or damaged property, or other potential security breaches to the security desk. Do not attempt to handle Facility security issues without the assistance of SunGard personnel.

Site Conduct    

327

Obey all posted instructions and policies. Food & beverages are not permitted outside of designated areas or cafeterias. Smoking is not permitted anywhere inside the Facility. Customer Space must be kept clear of refuse, cardboard or any potentially hazardous material. SunGard will remove such materials if necessary.


ACCEPTABLE USE POLICY Overview This Policy applies to all Customers of SunGard Network/Internet Services (the “Services”), and supplements, but does not supersede, the Agreements that Customers have with SunGard. The Policy also applies, and should be communicated, to Customers’ customers and/or end users that utilize the Services through Customers. In the event of any conflict between a Customer’s Agreement and the Policy, the Policy will govern. SunGard has published this Acceptable Use Policy to help ensure that the Services provided to our customers are of the highest quality, and to help protect the privacy and security of our customers, systems, and networks, while also encouraging responsible use, including compliance with applicable laws. This Policy also describes types of use of the Services that are prohibited. SunGard may in its sole discretion determine whether a use of the Services is a violation of this Policy. SunGard in no way intends to monitor, control, or censor communications or content that Customer may acquire, transmit, or store on or via the SunGard Network, however, when we have knowledge of a violation of this Policy, we reserve the right to take such action as is necessary to address the violation, as referenced below. As used herein, “Content” shall mean all information made available, displayed, transmitted or retransmitted in connection with Customer’s use of the Services (including, without limitation, information made available by means of a "hot link", a third party posting or similar means) including all trademarks, service marks and domain names contained therein as well as the contents of any bulletin boards or chat forums, and, all updates, upgrades, modifications and other versions of any of the foregoing. Prohibited Uses The following are prohibited uses of the Services under this Policy. These descriptions are guidelines and are not intended to be comprehensive in nature. Illegal/Criminal Activity The Services may not be used in connection with any criminal or civil violations of local, state, provincial, federal, or international law, treaty, regulations, court order, ordinance, administrative rule, or other government requirements. Intellectual Property The Services may not be used to transmit, re-transmit, host or store any Content or to engage in any activity that infringes or facilitates the infringement of the intellectual property rights or privacy rights of individual, group or entity, including but not limited to any rights protected by any copyright, patent, trademark, trade secret, trade dress, right of privacy, right of publicity, moral rights or other intellectual property right now known or later recognized by statute, judicial decision or regulation.

328


Security Violations The Services may not be used in connection with any attempt to damage, violate, facilitate or assist in the violation of the security of any network, service, or other system, data or Software. Prohibited acts include, including, but are not limited to, hacking, cracking into, monitoring, accessing or using systems or networks without authorization; scanning ports; forging of any TCP/IP packet header or ay part of the header information an email or newsgroup posting; conducting denial of service attacks; and distributing viruses, time bombs, worms, zombies, cancelbots or other harmful Software computer program routines designed to damage, intercept or seize control of systems, Software or data. SunGard customers are responsible for maintaining the basic security of their systems to prevent use of their system in a manner which may result in a violation of this Policy, such as properly securing mail servers to prevent distribution of spam or other unsolicited commercial email (as defined below), and properly securing FTP servers to prevent illegal distribution of licensed Software. Customers also are responsible for implementing preventive or remedial actions on vulnerable or exploited systems to prevent continued abuse. Threats The Services may not be used to transmit, re-transmit, host or store materials Content that is of a threatening nature, including threats of death or physical harm, harassment, libelous, and or defamatory, invasive of privacy rights, or to provide information or assistance in causing or carrying out violence against any government, organization, group or individual. Offensive Content The Services may not be used to transmit, re-transmit, host or store for the distribution of offensive Content, including obscene, pornographic, indecent, and hateful materials. Spam Spam is an unacceptable use of the Services. Prohibited acts include, but are not limited to, any of the following activities:  Posting a single message or messages similar in content, to more than five online forums or newsgroups.  Posting of messages to online forums or newsgroups that violate the rules of the forums or newsgroups.  Collecting the responses from unsolicited email.  Sending any unsolicited email that could be expected, in SunGard' discretion, to provoke complaints.  Sending email with charity requests, petitions for signatures, or any chain mail related materials.  Sending unsolicited email without identifying in the email a clear and easy means to be excluded from receiving additional email from the originator of the email.  Sending email that does not accurately identify the sender, the sender's return address, and the email address of origin.  Using another site’s mail server to relay mail without the express permission of the site.

329


 

Using the Services to violate an Internet Service Provider's acceptable use policy and/or terms of service. Sending emails that result in SunGard-provided IP address(es) being blocked or black-holed by third party spam protection related services.

Indirect Access A violation of this Policy by someone having only indirect access to the Services through a Customer or other user will be considered a violation by the Customer or other user, whether or not with the knowledge or consent of the Customer or other user. In addition, this Policy applies to any email or Content transmitted by you or on your behalf using a SunGard account as a mailbox for responses or promoting Content hosted or transmitted using the Services, or indicating in any way that SunGard was involved in the transmission of such email or Content. The resale of the Services is not permitted, unless expressly permitted in a written agreement with SunGard. Consequences Actual, suspected or alleged violations of this Policy may result in a demand for immediate removal of offending Content, immediate temporary or permanent filtering, blocked access, suspension or termination of the Services, or other action appropriate to the violation, as determined by SunGard in its sole discretion. When feasible, it is SunGard's preference to give notice so that violations may be addressed voluntarily; however, SunGard reserves the right to act without notice when necessary, as determined by SunGard in its sole discretion. SunGard may involve, and will cooperate with, law enforcement if criminal activity is suspected. Violators may also be subject to civil or criminal liability under applicable law. Refunds or credits are not issued in connection with actions taken for violations of this Policy. Incident Reporting Any complaints regarding violations of this Policy by a SunGard Customer should be directed to the SunGard Service Desk immediately at 1-800-441-1181. Where possible, include details that would assist SunGard in investigating and resolving the complaint (i.e. expanded headers and a copy of the offending transmission). SunGard may modify this Policy at any time, effective when posted to SunGard's Portal.

330


HOSTING USE POLICY Overview SunGard has published this Hosting Use Policy to help clarify the use of Space and Power within SunGard Facilities and to help ensure that the Services provided to our Customers are of the highest quality, and to help protect the privacy and security of our Customers, systems, and networks, while also encouraging responsible use, including compliance with best practices and applicable local safety codes. This Policy applies to all Customers of SunGard Hosting Services (Space and Power offerings), and supplements, but does not supersede, the Agreements that Customers have with SunGard. The Policy also applies, and should be communicated, to Customers’ end users that utilize the Services through Customer. In the event of any conflict between a Customer’s Agreement and the Policy, the Agreement will govern. Common Hosting Only SunGard provided cabinets can be installed in common Hosting areas, where rows of contiguous cabinets are used by multiple Customers. Secure Cage and Secure Suite SunGard permits Customers to install free standing Equipment into their contracted Space (Secure Cage and Secure Suite offering only) provided that the Equipment and cage layout is pre-approved by SunGard (Data Center Manager) prior to contract execution. Number of AC Power Circuits per industry standard cabinet or equivalent floor Space. Due to the physical characteristics of industry standard cabinets and industry best practices, SunGard permits the following maximum combination of A-side and B-side AC power circuits:   

two one and one

(2) A-side and B-side 120VAC 1-phase power circuits (1) A-side and B-side 120VAC 1-phase power circuits plus one (1) A-side B-side 220VAC 2-phase power circuits (1) A-side and B-side 220VAC 3-Phase power circuits

Combinations of power circuits not listed above are at the discretion of SunGard (Data Center Manager). Dedicated Fixed Camera SunGard permits Customers to install "fixed" lens cameras within their contracted Space (Secure Cage and Secure Suite offering only) provided that the cameras are pre-approved by SunGard (Data Center Manager) and point inward and do not show any common aisles or areas exterior to Customer’s Space. All cabling and installation must performed by SunGard.

331

Services Guide 6.0.0 Appendix A Version 6.0.0 Modifications Modifications This section will identify specific changes made to this document for any given version, between major point revisions. For minor changes (0.0.1 changes) no notification will be transmitted to the customer. For significant changes (0.1.0 level revisions) and for major rewrites (1.0.0 level changes) the customers will be notified of the revised document. Version 6.0.0 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41.

332

Pages 11-35 Edited to reflect new SunGard organization and processes for support All Pages – “Problem Reports” renamed “Incident Reports” Pages 17-24 Shipping addresses updated and added Page 49 - information regarding Direct Attached Storage (DAS) added Pages 49-50 - examples of DAS devices have been added Page 50 Requirements for DAS have been added Page 53 - OS Hardening recommendations are provided as requested Page 71 – Upgrades defined as point release upgrades Page 73 – Recommended maintenance recommendations clarified Page 74 – Upgrades defined as point release upgrades Page 80 – Upgrades define as point release upgrades Page 81 – References to SLAs removed from summary table Page 83 – Technical and functional transport issues isolated Page 83 – Batch restart rules, escallation responsibility added Page 83 – Batch job restarts responsibility reassigned Page 85 – Upgrades defined as point release upgrades Page 86 – References to SLAs removed from summary table Page 87 – Reassigned Metalink responsibilities Page 88 – Removed critical batch job monitoring Page 88 – Removed documentation of technical changes Page 89 – Responsibilities for application level and database level user IDs/sessions are broken out Page 90 – Upgrades defines as point release upgrades Pages 93-94 - E-mail Availability Service (EAS) added Page 95 – Managed E-mail Archiving Service (MEAS) added Page 96 – E-mail Protection Service (EPS) added Page 98 – Removed text referring to ASM Page 98 – Defined Microsoft Failover for Oracle Databases as unsupported Page 99 – Added notes regarding MS SQL Clustering on virtualized servers Page 102 Clarifications for Managed SAP & Oracle EBS Services Page 129 – Removed notification of critical patch alerts Page 130 – Activity now archived for 90 days (was 30) Page 133 – Activity now archived for 90 days (was 30) Page 135 – Activity now archived for 90 days (was 30) Page 137 – Removed notification of critical patch alerts Page 138 - Removed lines regarding VPN Patch and VPN Customer logs Page 139 – Removed responsibility for monitoring application availability Page 139 – Removed usage monitoring Page 141 – Removed responsibility for monitoring application availability Page 140 – Removed montioring critical patch alerts Page 144 – Removed Managed two factor availability alerts Page 146 – Removed Managed Access Services availabilty alert

Services Guide 6.0.0 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61.

333

Page 158 – Refined definition of a transaction Page 164-165 – Added Managed Virtual Server Replication Services Pages 165-166 – Added Storage Replication Services - Hosting Pages 166-168 – Added Storage Replication Services - Array-Based Replication: EMC SRDF Pages 169-171 – Added Storage Replication Services - Array-Based Replication: IBM Global Mirror Pages 172-173 – Added Storage Replication Services - Array Monitoring Pages 174-175 – Added Storage Replication Services-Data Copy Management Services (Standard and Advanced) Pages 175-177 – Added Secure2Disk Services Pages 285-287 Added Operating System Startup Services Pages 290-292 – Added Full System Restoration Services Pages 296-300 – Added Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services Page 284 - Testing Services and Restoration Services for Managed IT Services renamed to Recovery Assistance Services. Pages 301-303 – Added Network Startup Services Pages 304-307 – Added Media Handling Services Pages 309-310 – Added Technical Test Monitoring Services Page 312 – Added Operating System Generation Maintenance Services (Mainframe Only) Pages 314-315 – Added Network Control Program Maintenance Services (Mainframe Only) Page 315 – Added Procedure Training Workshop Page 319 – Added Recovery Procedure Documentation Services Pages 332-333 – Added Changelog for version 6.0.0, deleted prior changelogs

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