Operating System Management Criteria

Strategic

  24*7 12*5

MANAGEMENT

Service Level Agreement RDBC_SLA_7.0 RDBC_SLA_7.0
Quarterly Review Meeting    
Exceptions Conference Calls    

CATEGORY 1 ADMINISTRATION

Monitoring Solution    
Hours 0700 – 1900
Working Week Days
0700 – 1900
Working Week Days
Priority of tickets responded to Priority A
Priority B
Priority C
Projects
Maintenance
Priority A
Priority B
Priority C
Projects
Maintenance

CATEGORY 2 ADMINISTRATION

Monitoring Solution    
Hours 1900 – 0700
Working Week Days

0001 – 0000
Weekends and Bank Holidays
Excluded
Priority of tickets responded to Priority A
Scheduled Project Work
None

Planning

  24*7 12*5
Access to RDB Insight website    
Capacity and Planning Report Monthly Monthly
Capacity Management and Planning    
Performance Monitoring, tuning and Management    
O/S Space Management    
O/S Capacity Monitoring    

Tactical

  24*7 12*5
O/S Error Management    
Problem Monitoring and Planning    
System Availability 2 checks per day, monitoring solution included 2 checks per day, monitoring solution included
Corrective Action – System failures, Error log investigations    
O/S Warning Analysis    
Disaster Recover Planning    
Backup and Recovery Verification* Monthly Monthly
OS Backup Provision and Execution Initial Set up and daily check. Restoration is included Initial Set up and daily check. Restoration is included
DR Testing Quarterly where facilities provided Quarterly where facilities provided
DR Issue Management    
Create and Maintain User Accounts    
Maintain User Privileges    
Housekeeping – Error logs, temporary files, etc.    
O/S Memory Monitoring    
Management of Vendor support tickets    
Technical Status Report Weekly Weekly
Annual Incident and History Report    
Quarterly Status Report    

Patching

  24*7 12*5
Patch Monitoring and Notifications Report    
Patch Management and Implementation Quarterly, during supported hours Quarterly, during supported hours

Onsite

  24*7 12*5
Primary consultant onsite, focused on the clients systems** 1 visit per month 1 visit per month
Improves team mechanics    
Provides consultant with a real time understanding of the clients environment and stresses    
Provides an external view on potential risks and issues    
Increases RDB’s understanding of the clients business    

Exclusions from Service

Additional Reports
Development and Testing
Data Import/Export, Data Manipulation, Data Verification
Hardware Support

Operating System Management

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