Statement of Service
Enterprise Services - WATCH
MySQL Database
T
ABLE OF
C
ONTENTS
1.0
Introduction... 5
2.0
Engagement overview & scope ... 5
3.0
Detailed Scope... 6
3.1
24/7 Monitoring and Alerting ... 6
3.2
Monitoring and management- deliverables ... 6
3.2.0
Daily Activities – Recurring ... 6
3.2.1
Database Maintenance Services: ... Error! Bookmark not defined.
3.2.2
Reporting:... Error! Bookmark not defined.
3.3
Monitoring tools ... 6
3.3.1
Arrow Managed Services Standard Tools ... 6
3.3.2
Leveraging Customer Tools ... 6
3.4
Standard Monitors ... 6
Setting up monitors ... 7
3.5
Remote Incident & Problem Management... Error! Bookmark not defined.
3.5.1
Remote SOP-based remediation... Error! Bookmark not defined.
3.6
Proactive maintenance ... Error! Bookmark not defined.
3.6.1
Patching – MySQL / Upgrading MySQL Versions ... Error! Bookmark not defined.
3.6.2
Log Watch... Error! Bookmark not defined.
4.1
Engagement Process Overview... 8
4.2
Service Level Agreement... 9
4.3
Service Reviews ... Error! Bookmark not defined.
4.4
Customer Visibility & Auditability ... Error! Bookmark not defined.
4.4.1
Auditability ... Error! Bookmark not defined.
4.4.2
Infrastructure Visibility portal... Error! Bookmark not defined.
4.4.3
Executive dashboard ... Error! Bookmark not defined.
4.5
Metrics based reporting and analysis ... Error! Bookmark not defined.
4.5.1
Monthly Reporting ... Error! Bookmark not defined.
4.6
Extending operation support for new Services/infrastructure ... 10
4.7
Support Window ... 10
4.8
Escalation Matrix... 10
6.0
Out of scope ... 12
7.0
Fees ... 13
8.0
Terms and Conditions ... 14
Disclaimers ... 15
Appendix A - SLA ... 16
Appendix B – Roles and Responsibilities... 19
Appendix C – VPMG Deployment Architecture ... 20
Appendix D – Equipment List... 21
Proprietary Rights
The information in this document is confidential to Arrow Managed Services and is
legally privileged. The information and this document are intended solely for the
addressee. Use of this document by anyone else for any other purpose is unauthorized.
If you are not the intended recipient, any disclosure, copying, or distribution of this
information is prohibited and unlawful.
Disclaimer
This documentation might include technical inaccuracies or typographical errors and is
subject to correction and other revision without notice. Arrow Managed Services GIVES
YOU THE CUSTOMER THIS DOCUMENTATION "AS IS." EXPRESS OR IMPLIED
WARRANTIES OF ANY KIND ARE NOT PROVIDED, INCLUDING BUT NOT LIMITED TO THE
IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
Some states or jurisdictions do not allow disclaimer of express or implied warranties in
certain transactions; therefore, this statement may not apply to you.
1.0
I
NTRODUCTION
This document specifies the scope & schedule of the services delivered to the end customer by Arrow Managed Services detailing WATCH Services package (Total Management on the Database hosted Devices).
As a requirement to start services, this document must be signed off by Customer and Arrow Managed Services, as an agreement for the scope and deliverables of the services under the WATCH Services package.
2.0
E
NGAGEMENT OVERVIEW
&
SCOPE
Arrow Managed Services, is a leading provider of Remote Infrastructure Management services, and has been engaged by Customer to augment its existing services and provide 24/7 WATCH Services Support for its Database infrastructure. This statement of work (SOW) describes the “engagement model and scope of work” for Arrow Managed Services to support Monitoring and Managing of Database hosted devices.
The overall objective of this engagement is to provide support to Customer, using highly efficient and SLA driven delivery model under Arrow Managed Services’ WATCH Services package.
WATCH Services Package includes these services for devices listed in Appendix D (Equipment List): - Monitoring and alerting for Database Sever devices
To help support the key objectives mentioned above, Arrow Managed Services will provide the following shared services delivery model:
All alerts will go to Arrow Managed Services Service Desk which will be monitoring, alerting, ticketing and escalating the tickets.
– Incoming alerts will be initially diagnosed to identify false alerts or alerts where no action is required – Actionable alerts will be ticketed by the service desk /helpdesk
3.0
D
ETAILED
S
COPE
3.1 24/7
M
ONITORING AND
A
LERTING
Tasks include : Arrow Managed Services will monitor the Database hosted devices 24/7 and alert the customer
contact based on the priority of the alert and device. At the same time, the Arrow Managed Services Database team will troubleshoot and fix the reported issue remotely.
Note: All Monitoring templates applied to the database devices are customized by Arrow Managed
Services and any monitors found outside the existing templates will be researched by Arrow Managed Services and applied to all the clients’ Database devices as appropriate.
3.2 M
ONITORING AND MANAGEMENT
-
DELIVERABLES
3.2.0
Daily Activities – Recurring
24X7 monitoring of MySQL databases
Check MySQL service
Check all production server MySQL Server Logs
Check for slow query logs
Checks Disk drives on servers for available free space.
Checks all CRON Jobs execution results and status.
Verifies whether all the production databases have up to date backups in their
respected locations or not.
All the above activities will be performed on a daily basis.
3.3 M
ONITORING TOOLS
3.3.1
A
RROWM
ANAGEDS
ERVICESS
TANDARDT
OOLSArrow Managed Services deploys customized tools as part of an appliance which utilizes Standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. This appliance also allows Arrow Managed Services staff secures remote access to the customer infrastructure.
3.3.2
L
EVERAGINGC
USTOMERT
OOLSArrow Managed Services will leverage existing tools that customer is using wherever it is appropriate, (including NetFlow Analyzer and Nimsoft)
Setting up monitors
S.No
CounterName
1
MySQL-Activeprocesses
2
MySQL-Innodbhistorylength
3
MySQL-Runningthreads
4
MySQL-Replication-Status
5
CPU-Stats
6
Iorate-SDA
7
Ping
8
Ping-Ext
9
UnixCPU
10
Unixinterface-Eth0
11
Unixinterface-Eth1
12
Unixload
13
Unixmemory
14
Unixstorage
15
Unixuptime
4.0
S
ERVICE DELIVERY
M
ANAGEMENT
Leveraging its well defined process, technology and people, Arrow Managed Services will execute efficient and effec tive operations of any Database environment.
Arrow Managed Services will create two important documents which will define the service delivery details. These documents are being created by Arrow Managed Services and will be provided to Customer for review and approval.
1) Service Delivery Document: This support process document is intended to identify the guidelines for providing support and services and for determining pri ority, issue resolution and the communication of updates to Customer’s team. This document will be kept current (based on the cha nges in support requirements) and will be an extension to this SOW.
2) Discovery Document & Service Delivery Manual: This is document details the business services and contains important sections which are required for Arrow Managed Services to adequately manage the service. Customer will play a key role in providing the necessary information for Arrow Managed Services to complete the documents.
4.1 E
NGAGEMENT
P
ROCESS
O
VERVIEW
Arrow Managed Services will provide efficient support to Customer by leveraging our SLA driven delivery model. The monitoring facility will be installed on all devices under support, in consultation with the customer, and all alerts will be monitored. All alerts which qualify as per defined parameters will be ticketed and remedied. Alternately, any request or incident that is reported by designated customer’s personnel will be ticketed and remedied. A unique service ticket number will be assigned when initial contact or alert is noted by Arrow Managed Services support. Requests for services - either via phone call, via the Arrow Managed Services created customer ticketing system or auto generated system events also will be similarly ticketed. This ticket number will be used to track the issue from initial contact to final resolution. Ea ch ticket will be prioritized based on a mutually pre-established set of guidelines and the classification of each device and service (as defined in Service delivery document).
Based on the results of the initial investigation, an issue may be brought to r esolution. If an anomaly is identified, it is escalated to appropriate individuals within Arrow Managed Services.
Service delivery document details the process flow for this engagement and will be updated to highlight the current support process. All enhancement / change r equests are also given a ticket number. The progress of the issue can be tracked live via visibility portal/ dashboard.
4.2 S
ERVICE
L
EVEL
A
GREEMENT
Arrow Managed Services will perform these activities in SLA based service delivery model. However, because there is no lockdown on the environment, important operational requirements such as availability, capacity, and outages will be a joint responsibility of Arrow Managed Services and its customer. Further any device
addition/deletion, changes must follow effective change management.
Following table describes the various priority levels associated with incidents. The sources of alerts are either from monitoring system or from user requests via ticketing system, phone or emails.
The RCA for P1 is part of normal ticket updates but in P0 we would provide a separate and detailed report. SLAs are not applicable on unsupported devices
SLAs are not applicable when change management is not followed
Support benchmark is 100% for given quarter
SLA is applicable if effective Change Management is followed both for changes made by Arrow Managed Services and the customer. Resolution time mandates one or mor e of the following activities are complete:
Temporary work around/fix to restore the business service
Permanent fix (may be a result of root cause analysis of an issue)
Issue escalated to vendor
4.3 E
XTENDING OPERATION SUPPORT FOR NEW
S
ERVICES
/
INFRASTRUCTURE
Arrow Managed Services will perform a “service/infrastructure intake process” to do knowledge transfer and transition/transfer of information to perform steady state operations. “service/infrastructure intake process” will be performed by L2 team as on-demand activity and would usually need 2-6 weeks of Transition/TOI before supporting it with SLAs. Arrow Managed Services will evaluate every business service and update on the plan for operation readiness and intake. Arrow Managed Services will present a program change request on this SOW to customer accommodating the additions in devices/services.
4.4 S
UPPORT
W
INDOW
Below are the ter minologies used by the NOC for the service time frames:-
Definition
Days
Service Timings
Mode of Delivery
Business Hours
Monday to Friday
8:00 am to 6:00 pm
Remote
Off Business Hours
Monday to Friday
6:00 pm to 8:00 am
Remote
Weekend Hours
Saturday & Sunday
6:00 pm Friday to
8:00 am Monday
Remote
Note: All hours mentioned are client local hours.
4.5 E
SCALATION
M
ATRIX
Following is the escalation matrix available for customers to escalate any incidents relating to services.
Following is the Arrow Managed Services Contact List dedicated for the Customer Service Delivery
Title Name Email Phone Number
Account Manager
Role Skills Major Activities
5.0
O
N
-
BOARDING REQUIREMENTS
Tasks include
Arrow Managed Services can assist the customer in the above tasks by conducting a discovery and assessment engagement prior to on-boarding.
Arrow Managed Services will integrate into customer current outsourced helpdesk provider for SR fulfillment and tracking This would be on a case by case basis.
6.0
O
UT OF SCOPE
Any items not explicitly covered within this document are considered out-of-scope. Upon request, out-of-scope activities will be scoped by Arrow Managed Services and presented to the customer for approval.
D
ISCLAIMERS
DISCLAIMER OF WARRANTIES, LIMITATION OF LIABILITY AND LIMITATION OF ACTIONS.
ARROW MANAGED SERVICES MAKES NO W ARRANTIES, EXPRESS OR IMPLIED, FOR ITS SERVICES O R ANY RELATED DELIVERABLES, ALL OF WHICH WILL BE PROVIDED AS -IS, WITH ALL FAULTS. ARROW MANAGED SERVICES SPECIFICALLY DISCLAIMS (A) THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, (B) ANY WARRANTY THAT IT’S SERVICES OR ANY RELATED DELIVERABLES WILL BE ERROR-FREE OR WILL OPERATE WITHOUT INTERRUPTION AND (C) ANY WARRANTY THAT ITS SERVICES OR ANY RELATED DELIVERABLES WILL RESULT IN ANY ECONOMIC ADVANTAGE, INCREASE IN PROFITS OR REDUCTION IN COSTS.
ARROW MANAGED SERVICES WILL NO T BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY O R CONSEQUENTIAL DAMAGES (INCLUDING, WITHO UT LIMITATION, DAMAGES FOR LOSS OF ANY DATA, PRO GRAMS, WARRANTIES, ANTICIPATED PROFITS OR OTHER BENEFITS) THAT RESULT FROM USE OF, RELIANCE UPO N OR INABILITY TO USE ITS SERVICES OR ANY RELATED DELIVERABLES, REGARDLESS OF (1) WHETHER OR NOT ARROW MANAGED SERVICES HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES AND (2) WHETHER SUCH DAMAGES ARE BASED IN CO NTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR ANY OTHER THEORY O R FORM OF ACTION.
If for any reason, by operation of law or otherwise, any of the foregoing disclaimer of warranties and limitation of liabilit y is ineffective, the parties hereby expressly agree that IN NO EVENT SHALL ARROW MANAGED SERVICES ’S CUMULATIVE LIABILITY TO CUSTOMER IN RELATION TO THIS AGREEMENT AND THE TRANSACTIONS CONTEMPLATED HEREBY EXCEED A SUM EQUAL TO THE TOTAL CO MPENSATION ACTUALLY PAID TO ARROW MANAGED SERVICES UNDER THIS AGREEMENT. Neither party shall have the right to institute any action or proceeding arising out of any of the transactions contemplated by this Agreement, regardless of the form of such action or proceeding, later than one year after such trans action occurs.
Customer ARROW MANAGED SERVICES
_____________________________________ _________________________________________
Si gna ture Si gna ture
_____________________________________ _________________________________________ Print Print _____________________________________ _________________________________________ Ti tle Ti tle _____________________________________ _________________________________________ Da te Da te
A
PPENDIX
A
-
SLA
Following section describes the various priority levels associated with incidents. The source of alerts is either from Monitoring system or from User requests via our ticketing systems phone or emails.
Priority 0 (Critical)
Description: This is an EMERGENCY situation that significantly restricts the use of an Application or System to perform any
critical business function. This could mean that several areas of customer IT infrastructure are impacted. The ticket could originate from multiple sources: customer, end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, database hosted machine or an application. Some examples of critical issues are listed in the bullets below.
Target for Response: There will be first response within 15 minutes of receiving notification. A status update will be given
within 60 minutes of the initial call.
Target for Resolution: Within 4 hours, but the solution may require a temporary workaround until the final sol ution can
be investigated and implemented . In these cases, the ticket will be closed after a workaround is implemented and the service is restored. A new ticket will be opened with a lower priority to evaluate alternative solutions.
Procedure: After a critical issue is reported to the incident manager in Arrow Managed Services (ICM) the process is:
The ICM will report the issue immediately to all key customer personnel (key customer personnel shown in section on Business Contacts).
The ICM will communicate regular status updates to the appropriate customer personnel.
If it is appropriate, the ICM will call an emergency coordination meeting with all the issue owners to discuss an action plan for resolution including possible recovery efforts.
Incident report will be sent to the customer within 8 Hrs of resolution/workaround which details the steps taken to resolve the Incident.
A Root Cause Analysis (RCA) report will be provided within 1 week of resolution to the customer.
Examples of Critical Issues
Several users or groups have Hardware, Server, Business application, or Database related issue which has a direct impact on CUSTOMER r evenue.
A compr ehensive list will be prepared based on feedback from CUSTOMER & mutual agreement will be made on the exp ectations.
Examples of some critical issues: o Any Outages
o Database(s) not reachable o Database Blocks
o Performance issues (users notify) o Connectivity related issues
Priority Level 1(High) P1
Description: Any important func tionality of a critical application or database server is severely impacted. It is deemed
high priority (P1) because of its business or financial impact. The ticket could originate from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, Database device or an application. Substantially degraded performance of any critical system (order/invoice channel) is also categorized as Priority 1. The only difference between a P0 and P1 issue is how widespread the issue is i.e. business impact. A P0 may impact the entire department or company where as P1 impacts one/few users. A P1 may impact the entire order/invoice channel where ther e is a possibility of reverting to a manual or back-up order process.
Target for Response: There will be first response within 30 min of receiving notification or leaving a voicemail if a
representative is not available immediately. Status update for every 8 Hrs will be given until the pro blem gets resolved OR a workaround been provided.
Target for Resolution: Within 24 hours, but the solution may require a temporary workaround instead of the final
resolution. In these cases, the ticket will be closed after workaround is implemented. A new ticket will be opened with a lower priority to evaluate all possible solutions. If a resolution requires vendor management, the ticket will be escalated to Customer and Arrow Managed Services will provide the back end support required to close the ticket. ---This is just the SLA measurement part where third party vendors are involved and Arrow Managed Services will have less hold on it. However the team will continue to co-ordinate with vendor for first one hour and from second hour an approval would be obtained from customer as it involves additional charges.
Examples of High Priority Issues
o Database Servers not running o Users login Issues
o Query Execution problems o Performance issues (users notify)
A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation
Priority Level 2 (Medium)
Description: The reported issue may restrict the use of one or more features of the system, but the business or financial
impact is not severe. The ticket coul d have originated from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, database device or an application. The reported issue may be of critical nature but sometimes the issue can be downgraded to a priority 3 because a viable workaround is discovered as a temporary solution.
Target for response: within one hour, every 12 hours status update will be provided Target for resolution: within 48 Hrs
Examples of medium priority issues
If any LOG files consumed more disk space
For any Automated job failures.
A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation
Priority Level 3 (Low)
Description: The reported anomaly in the system does not substantially restrict the use of one or more features of the
product to perform necessary business functions. The ticket could have originated from multiple sources: customer end -user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. This is a minor problem and will not significantly impact operations. This also arises out of any install/move/add/change (IMAC) activities discussed with customer.
Target for Response: Within 2 Hrs
Target for Resolution: 5 days (or mutually Agreed) Examples of Minor Issues
Low impact changes in IT processes that are of a non-critical nature
A
PPENDIX
B
–
R
OLES AND
R
ESPONSIBILITIES
Activity
Customer
Arrow
Managed
Services
Providing the list of Production Databases and server list
Admin Privilege account is required to login
Remote privileges to the devices
Open required ports on the firewall
Install Onsite Manager and VPMG
Executing the Database Discovery Phase
Suggestions / recommendations
Authorization for interacting with vendors on behalf of
customer
eBinder Signoff
NOTE: Partner MSP can approve group policy changes and Arrow Managed Services tools team will carry out
