Statement of Service
Enterprise Services - Manage
Apache Web Server
Customer
Enterprise Services for Apache Servers
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.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 2 of 24
March 2010
Enterprise Services for Apache Servers
TABLE OF CONTENTS
1.0
Introduction ......................................................................................................................... 5
2.0
Engagement overview & scope .......................................................................................... 5
3.0
Detailed Scope – APACHE Servers ...................................................................................... 6
3.1
24/7 Monitoring and Alerting ...........................................................................................6
3.2
Daily administrative activities – APACHE ..........................................................................6
3.3
Remote remediation and fix for the servers .....................................................................7
3.4
Monthly proactive checks on APACHE Web Servers. .......................................................7
3.5
hardware & software configuration of APACHE Web Servers ..........................................8
3.6
Service Requests (SRs).......................................................................................................8
4.0
Service delivery Management ............................................................................................ 9
4.1
Engagement Process Overview .........................................................................................9
4.2
Service Level Agreement ...................................................................................................9
4.3
Service Reviews ...............................................................................................................10
4.4
Customer Visibility & Auditability ...................................................................................11
4.4.1
Auditability ................................................................................................................ 11
4.4.2
Infrastructure Visibility portal ...................................................................................... 11
4.4.3
Executive dashboard................................................................................................... 11
4.5
Metrics based reporting and analysis .............................................................................11
4.5.1
Weekly Reporting ....................................................................................................... 11
4.5.2
Monthly Reporting ..................................................................................................... 11
4.6
Extending operation support for new Services/infrastructure .......................................12
4.7
Support Window .............................................................................................................12
4.8
Escalation Matrix .............................................................................................................12
6.0
Out of scope....................................................................................................................... 15
Fees ............................................................................................................................................... 16
Terms and Conditions .................................................................................................................. 17
Disclaimers.................................................................................................................................... 18
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 3 of 24
March 2010
Enterprise Services for Apache Servers
Appendix A - SLA .......................................................................................................................... 19
Appendix B – Roles and Responsibilities..................................................................................... 21
Appendix C – VPMG Deployment Architecture .......................................................................... 23
Appendix D – Equipment List ....................................................................................................... 24
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 4 of 24
March 2010
Enterprise Services for Apache Servers
1.0 INTRODUCTION
This document specifies the scope & schedule of the services delivered to the end custome r by
Arrow Managed Services detailing MANAGE services package for APACHE Servers.
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
MANAGE services package.
2.0 ENGAGEMENT OVERVIEW & SCOPE
This statement of service (SOS) describes the “engagement model and scope of service” for
Arrow Managed Services to support monitoring and managing of APACHE Servers. The overall
objective of this engagement is to provide support to Customer, using highly efficient and SLA
driven delivery model under Arrow Managed Services MANAGE services package.
MANAGE services Package includes these services for APACHE Servers.






Monitoring and alerting of APACHE Services
Daily administrative activities.
Remote remediation and fix for the issues on APACHE Web Servers. Incident
reporting & root cause analysis for P0 tickets.
Monthly Proactive checks on APACHE Web Servers (Executing APACHE Health
check checklist).
Hardware & Software configuration of APACHE Web Servers.
Monitoring the APACHE configuration & metadata backup Jobs.
To help support the key objectives mentioned above, Arrow Managed Services will provide the
following shared services delivery model:
 All alerts will go to Arrow Managed Services Service Desk which will be
monitoring, alerting, ticketing and escalating the tickets.
o Incoming alerts will be initially diagnosed to identify false alerts or alerts
where no action is required
o Actionable alerts will be ticketed by the service desk /helpdesk
o Any documented Standard Operating Procedure (SOP) will be executed
by service desk as first level of support
o The ticket with no SOPs will be escalated to Arrow Managed Services L2
Windows Team.
o Any tickets/issues which need to be resolved with a 3 rd party vendors
(Hardware Vendors / Software vendors) will be handled by L2 Engineers
(it includes 3rd party coordination and escalation up to issue resolution)
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 5 of 24
March 2010
Enterprise Services for Apache Servers
3.0 DETAILED SCOPE – APACHE SERVERS
3.1 24/7 MONITORING AND ALERTING
Tasks include: Arrow Managed Services will monitor the APACHE Web Servers 24/7 and
alert the customer contact based on the priority of the alert and Server. At the same
time, the Arrow Managed Services Windows team will troubleshoot and fix the reported
issue remotely.
Arrow Managed Services deploys Arrow Managed Services’ Virtual Private Management
Gateway (VPMG) which utilizes WMI and Syslog monitoring. This appliance also allows
Arrow Managed Services staff secures remote access to the customer APACHE web
Servers.
Note: All Monitoring templates applied to the APACHE Web servers are customized
by Arrow Managed Services and any monitors found outside the existing templates
will be researched by Arrow Managed Services and applied to all the clients’ servers
as appropriate.
The following Monitors will be enabled on APACHE Web Servers.
o APACHE Service monitoring
o URL Monitoring
o APACHE stats monitoring
 Response time
 Idle time
 Open slots
o SSL Certificate expiration
3.2 DAILY ADMINISTRATIVE ACTIVITIES – APACHE
Daily administrative activities include the following:
o
o
o
o
o
o
o
o
o
o
o
APACHE services stop & starting services.
Creating a Web FTP site
Creating virtual directories
Saving and copying site configurations.
Setting authentication settings
Obtaining and backing up server certificate.
Redirecting Web sites
Troubleshooting & Installing SSL certificates
Configure applications (PHP, CGI ) and Web services
Create a Tracing Rule for Failed Requests
Log Analysis
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 6 of 24
March 2010
Enterprise Services for Apache Servers
Scope:
 Scope includes the customer locations which are included in the agreement
Arrow Managed Services responsibility
 Preparing the SOPs for performing the activities.
 Performing these activities as per the Standard Operating Procedures (SOPs)
Customer responsibility:


Providing the contact details for approving various requests such as Site Name,
Virtual directory name etc.
Approving the requests such as user Stop\Start web sites, APACHE Services etc.
3.3 REMOTE REMEDIATION AND FIX FOR THE SERVERS
Arrow Managed Services Windows Team will connect to APACHE Web Servers remotely
to troubleshoot the issues.
The following are the some of the examples of issues:
 Website down.
 Website slow.
 Configure Applications.
 Troubleshoot APACHE Performance.
 Enabling APACHE certificates
 Applying Security Patches
 Application Backup & Restores
 Root cause analysis
Scope:
 All APACHE Web Servers in the customer environment which are in the scope.
Deliverables:


Remotely fixing the issues with APACHE Web Servers.
Providing RCA report for P0 issues.
3.4 MONTHLY PROACTIVE CHECKS ON APACHE WEB S ERVERS.
Scope:
 All APACHE Web Servers in the customer environment agreed as per the scope.
Deliverables:
 Report on Monthly APACHE health check.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 7 of 24
March 2010
Enterprise Services for Apache Servers
3.5 HARDWARE & SOFTWARE CONFIGURATION OF APACHE W EB SERVERS
Arrow Managed Services team will document the hardware and software configuration
of the APACHE Web Servers.
Scope:
 All APACHE Web Servers in the customer environment agreed as per the scope.
Deliverables:

Hardware & Software configuration document.
3.6 SERVICE REQUESTS (SRS)
Service Requests - Definition

Service requests (SRs) are requests that are not due to disruption i.e. requests
which are not due to any incidents, monitored event or change requests due to
root cause analysis. Examples of these SRs are:
o Add a Web Site
o Creating virtual directories
o Backing up and restoring metadata base configurations
o Setting authentication settings
o Obtaining and backing up server certificate.
o Redirecting Web sites
o Installing SSL certificates
Scope:



Service Requests which require less than 30 minutes of effort per SR are included
in the monthly contract. For SRs exceeding the 30 min effort level, customer
authorization will be obtained because these SRs will be considered as category
services and charged additionally to the customer.
SRs which are more than 8 hrs in effort level go beyond category services and are
considered as projects beyond the scope of the monthly project. Customer
authorization will be obtained for projects.
Examples for Category Services
o
o
o
o
Deploying Applications
Migration of web sites and applications from earlier versions of APACHE.
Hosting multiple Web sites
Application up-gradation
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 8 of 24
March 2010
Enterprise Services for Apache Servers
4.0 SERVICE DELIVERY MANAGEMENT
Leveraging its well defined process, technology and people, Arrow Managed Services will
execute efficient and effective operations of any APACHE Servers 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 priority, issue
resolution and the communication of updates to Customer’s team. This document will
be kept current (based on the changes in support requirements) and will be an
extension to this SOS.
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 ENGAGEMENT PROCESS OVERVIEW
Arrow Managed Services will provide efficient support to Customer by leveraging our
SLA driven delivery model. The monitoring facility will be installed on all the Servers
under support, in consultation with the customer, and all alerts will be monitored. All
alerts which qualify as per defined parameters will be ticketed and remedied.
Alternately, any request or incident that is reported by designated customer’s personnel
will be ticketed and 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. Each
ticket will be prioritized based on a mutually pre-established set of guidelines and the
classification of each device and service (as defined in Service delivery document).
Based on the results of the initial investigation, an issue may be brought to resolution. If
an anomaly is identified, it is escalated to appropriate individuals 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 requests
are also given a ticket number. The progress of the issue can be tracked live via visibility
portal/ dashboard.
4.2 SERVICE LEVEL AGREEMENT
Arrow Managed Services will perform these activities in SLA based service delivery
model. However, because there is no lockdown on the environment, important
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 9 of 24
March 2010
Enterprise Services for Apache Servers
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 more 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
 Action plan is created to address the trouble ticket
4.3 SERVICE REVIEWS
Periodic reviews will be conducted by Arrow Managed Services with customer management
team to assess the performance.
A weekly review for status update/performance review will be scheduled with Customer
Management. The agenda for the meeting includes:
 Review of tickets (Open / Closed / Work in Progress etc) and service requests.
 Progress made on key activities/items
 Key Issues impacting the engagement
 Prioritization of activities/service requests
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 10 of 24
March 2010
Enterprise Services for Apache Servers

Operational metrics review
4.4 CUSTOMER VISIBILITY & AUDITABILITY
4.4.1 AUDITABILITY
All remote activities performed by Arrow Managed Services engineers on the
customer’s APACHE Web Servers are recorded and available for the customer to
replay and review via the Arrow Managed Services VPMG.
4.4.2 INFRASTRUCTURE VISIBILITY PORTAL
Arrow Managed Services will provide two user logins for our customers to login to
the Infrastructure visibility portal. This provides unparallel visibility on the current
status of the Base OS servers across different locations and provides useful trending
reports for advanced analysis.
4.4.3 EXECUTIVE DASHBOARD
Data to be made available via executive dashboard to the customer includes all the
performance metrics of the APACHE under management. The dashboard has ad-hoc
report generation capabilities. For example: the service performance report.
4.5 METRICS BASED REPORTING AND ANALYSIS
4.5.1 WEEKLY REPORTING
Key Content
 Review of tickets/issues of previous week.
 Health of critical services and SLAs
 Review any potential issues discovered during proactive maintenance activities.
 Review tasks for coming week.
Meeting Type

Phone call – 30 minutes to 1 hr as per customer requirements.
4.5.2 MONTHLY REPORTING
Key Content
 Status review meeting to review tickets and SLA performance.
Meeting Type

Phone call – 1 hr
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 11 of 24
March 2010
Enterprise Services for Apache Servers
4.6 EXTENDING 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 ondemand 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 SOS to customer accommodating the additions in
devices/services.
4.7 SUPPORT WINDOW
Below are the terminologies used by the NOC for the service time frames:Definition
Days
Service Timings
Business Hours
Monday to Friday
8:00 am to 6:00 pm
Mode of
Delivery
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.
4.8 ESCALATION M ATRIX
Following is the escalation matrix available for customers to escalate any incidents relating to
services.
Role
Skills
Account Manager
Management Skills
Service Delivery
Manager
Delivery Management
Skills
Major Activities











Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Strategic interfacing with customer
Statement of Service Compliance
Overall delivery quality
SLA adherence
Transposing best practices across sites
Availability management
Capacity Management
Service Delivery review & reporting
Bridging the customer and delivery team
SOP co-ordination, reviews and
approvals
SPOC for the customer on Delivery issues
Page 12 of 24
March 2010
Enterprise Services for Apache Servers
Technical Support
Group
Senior Engineer
Technical Skills
Server, Mail, Network
Support
Communication
Process Knowledge
Help Desk









Provide level 3 technical support for all
escalated incidents
Incident handling
Call resolution (servers, network,
servers)
Handling escalated calls
Process adherence
Call logging
Call assignment
Process adherence
Configuration Management (ITIL)
Following is the Arrow Managed Services Contact List dedicated for the Customer Service
Delivery
Title
Name
Email
Phone Number
Technical Support
Service Delivery Manager
Account Manager
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 13 of 24
March 2010
Enterprise Services for Apache Servers
5.0 ON-BOARDING REQUIREMENTS
Tasks include
 Arrow Managed Services can assist the customer in the above tasks by
conducting a discovery and assessment engagement prior to on-boarding.
 Arrow Managed Services will integrate into customer current outsourced
helpdesk provider for SR fulfillment and tracking
This would be on a case by case basis.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 14 of 24
March 2010
Enterprise Services for Apache Servers
6.0 OUT OF SCOPE
Any items not explicitly covered within this document are considered out-of-scope. Upon
request, out-of-scope activities will be scoped by Arrow Managed Services and presented to the
customer for approval.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 15 of 24
March 2010
Enterprise Services for Apache Servers
FEES
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 16 of 24
March 2010
Enterprise Services for Apache Servers
TERMS AND CONDITIONS
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 17 of 24
March 2010
Enterprise Services for Apache Servers
DISCLAIMERS
DISCLAIMER OF WARRANTIES, LIMITATION OF LIABILITY AND LIMITATION OF ACTIONS.
ARROW MANAGED SERVICES MAKES NO WARRANTIES, EXPRESS OR IMPLIED, FOR ITS SERVICES
OR ANY RELATED DELIVERABLES, ALL OF WHICH WILL BE PROVIDED AS-IS, WITH ALL FAULTS.
ARROW MANAGED SERVICES SPECIFICALLY DISCLAIMS (A) THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, (B) ANY WARRANTY THAT IT’S
SERVICES OR ANY RELATED DELIVERABLES WILL BE ERROR-FREE OR WILL OPERATE WITHOUT
INTERRUPTION AND (C) ANY WARRANTY THAT ITS SERVICES OR ANY RELATED DELIVERABLES
WILL RESULT IN ANY ECONOMIC ADVANTAGE, INCREASE IN PROFITS OR REDUCTION IN COSTS.
ARROW MANAGED SERVICES WILL NOT BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY
OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF
ANY DATA, PROGRAMS, WARRANTIES, ANTICIPATED PROFITS OR OTHER BENEFITS) THAT
RESULT FROM USE OF, RELIANCE UPON OR INABILITY TO USE ITS SERVICES OR ANY RELATED
DELIVERABLES, REGARDLESS OF (1) WHETHER OR NOT ARROW MANAGED SERVICES HAS BEEN
INFORMED OF THE POSSIBILITY OF SUCH DAMAGES AND (2) WHETHER SUCH DAMAGES ARE
BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR ANY OTHER
THEORY OR FORM OF ACTION.
If for any reason, by operation of law or otherwise, any of the foregoing disclaimer of
warranties and limitation of liability is ineffective, the parties hereby expressly agree that IN NO
EVENT SHALL ARROW MANAGED SERVICES’S CUMULATIVE LIABILITY TO CUSTOMER IN
RELATION TO THIS AGREEMENT AND THE TRANSACTIONS CONTEMPLATED HEREBY EXCEED A
SUM EQUAL TO THE TOTAL COMPENSATION ACTUALLY PAID TO ARROW MANAGED SERVICES
UNDER THIS AGREEMENT.
Neither party shall have the right to institute any action nor does proceeding arising out of any
of the transactions contemplated by this Agreement, regardless of the form of such action or
proceeding, later than one year after such transaction occur.
Customer
______________________________
ARROW MANAGED SERVICES INC.
________________________________
Signature
______________________________
Signature
________________________________
Print
______________________________
Print
________________________________
Title
______________________________
Date
Title
________________________________
Date
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 18 of 24
March 2010
Enterprise Services for Apache Servers
APPENDIX A - SLA
Following section describes the various priority levels associated with incidents. The sourc e of
alerts is either from Monitoring system or from User requests via our ticketing systems phone
or emails.
Priority 0 (Critical)
Description: This is an EMERGENCY situation that significantly restricts the use of an Application
or System to perform any critical business function. This could mean that several areas of
customer IT infrastructure are impacted. The ticket could originate from multiple sources:
customer, end-user, customer IT staff, Arrow Managed Services staff, or an automatic
notification from a server, network device or an application. Some examples of critical issues
are listed in the bullets below.
Target for Response: There will be first response within 15 minutes of receiving notification. A
status update will be given within 60 minutes of the initial call.
Target for Resolution: Within 4 hours, but the solution may require a temporary workaround
until the final solution can be investigated and implemented. In these cases, the ticket will be
closed after a workaround is implemented and the service is restored. 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 Network
related issue which has a direct impact on CUSTOMER revenue.
A comprehensive list will be prepared based on feedback from CUSTOMER &
mutual agreement will be made on the expectations.
Examples of some critical issues:
o Complete web site down
o Authentication issues for all users.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 19 of 24
March 2010
Enterprise Services for Apache Servers
o
o
o
o
FTP Server down
Application to Database connectivity issues
Web Server down
SSL Certificate Expired
Priority Level 1(High) P1
Description: Any important functionality of an Email application is severely impacted. It is
deemed high priority (P1) because of its business or financial impact. The ticket could originate
from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or
an automatic notification from a server, network device or an application. Substantially
degraded performance of any critical system (order/invoice channel) is also categorized as
Priority 1. The only difference between a P0 and P1 issue is how widespread the issue is i.e.
business impact. A P0 may impact the entire department or company where as P1 impacts
one/few users. A P1 may impact the entire order/invoice channel where there is a possibility of
reverting to a manual or back-up order process.
Target for Response: There will be first response within 30 min of receiving notification or
leaving a voicemail if a representative is not available immediately. Status update for every 8
Hrs will be given until the problem gets resolved OR a workaround been provided.
Target for Resolution: 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




FTP is not accessible for few users.
Modify application authentication settings
Web server Performance troubleshooting
Backup restore
A comprehensive list will be prepared bas ed on the feedback from CUS TOMER and mutual agreement
will be made on the expectation
Priority Level 2 (Medium)
Description: The reported issue may restrict the use of one or more features of the system, but
the business or financial impact is not severe. The ticket could have originated from multiple
sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic
notification from a server, network device or an application. The reported issue may be of
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 20 of 24
March 2010
Enterprise Services for Apache Servers
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

Slow web access

Log analysis

Application configuration changes
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
Any server software or hardware issue for which a workaround exists
Patch Installation
Backup
APPENDIX B – ROLES AND RESPONSIBILITIES
Activity
Enable SNMP/WMI and setup community string
Account Access Details for all the Servers
Install and Configure VPMG
Access in the firewall to allow communication from VPMG
Vendor and their contact details with escalation matrix
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Customer
Arrow
Managed
Services





Page 21 of 24
March 2010
Enterprise Services for Apache Servers
SERVICE D ELIVERY
Activity
Monitoring and alerting –APACHE Web Servers
Troubleshooting and fix –APACHE related Issues
Hands & Feet Support
Approval for deploying antivirus updates and monthly security
patches
End users should be informed of maintenance schedules
Preventive Maintenance tasks
Antivirus Updating
Install missing security and critical patches
Reports
Backup and Restoration
Inform NOC of any changes to the APACHE Web Servers
Configuration.
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Customer
Arrow
Managed
Services











Page 22 of 24
March 2010
Enterprise Services for Apache Servers
APPENDIX C – VPMG DEPLOYMENT ARCHITECTURE
Customized as per customer requirements
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 23 of 24
March 2010
Enterprise Services for Apache Servers
APPENDIX D – EQUIPMENT LIST
Insert Device list at customer’s locations
Arrow Managed Services Confidential
Copyright © 2004-2010, NetEnrich, Inc. All Rights Reserved.
Page 24 of 24
March 2010