Statement of Service
Enterprise Services - AID
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.
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TABLE OF CONTENTS
1.0
Introduction ......................................................................................................................... 5
2.0
Engagement overview & scope .......................................................................................... 5
3.0
Detailed Scope – APACHE Servers .........................................Error! Bookmark not defined.
3.1
24/7 Monitoring and Alerting ...........................................................................................5
3.2
Daily administrative activities – APACHE ...........................Error! Bookmark not defined.
3.3
Remote remediation and fix for the servers .....................................................................6
3.4
Monthly proactive checks on APACHE Web Servers. .......................................................6
3.5
hardware & software configuration of APACHE Web Servers Error! Bookmark not defined.
3.6
Service Requests (SRs)........................................................Error! Bookmark not defined.
4.0
Service delivery Management ............................................................................................ 8
4.1
Engagement Process Overview .........................................................................................8
4.2
Service Level Agreement ...................................................................................................8
4.3
Service Reviews .................................................................................................................9
4.4
Customer Visibility & Auditability .....................................................................................9
4.4.1
Auditability .................................................................................................................. 9
4.4.2
Infrastructure Visibility portal ...................................................................................... 10
4.4.3
Executive dashboard.......................................................... Error! Bookmark not defined.
4.5
Metrics based reporting and analysis .............................................................................10
4.5.1
Weekly Reporting .............................................................. Error! Bookmark not defined.
4.5.2
Monthly Reporting ..................................................................................................... 10
4.6
Extending operation support for new Services/infrastructure .......................................10
4.7
Support Window .............................................................................................................10
4.8
Escalation Matrix .............................................................................................................11
6.0
Out of scope....................................................................................................................... 13
Fees ............................................................................................................................................... 14
Terms and Conditions .................................................................................................................. 15
Disclaimers.................................................................................................................................... 16
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Appendix A - SLA .......................................................................................................................... 17
Appendix B – Roles and Responsibilities..................................................................................... 19
Appendix C – VPMG Deployment Architecture .......................................................................... 21
Appendix D – Equipment List ....................................................................................................... 22
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1.0 INTRODUCTION
This document specifies the scope & schedule of the services delivered to the end custome r by
Arrow Managed Services detailing AID 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
AID 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 AID services package.
MANAGE services Package includes these services for APACHE Servers.




Monitoring and alerting of APACHE Services
Remote SOP remediation/fix for the issues on APACHE Web Servers.
Monthly Proactive checks on APACHE Web Servers (Executing APACHE Health
check checklist).
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
2.1 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.
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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
2.2 REMOTE REMEDIATION AND FIX FOR THE SERVERS
Arrow Managed Services Windows Team will connect to APACHE Web Servers remotely
to SOP remediate 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
Scope:
 All APACHE Web Servers in the customer environment which are in the scope.
Deliverables:


Remotely fixing issues APACHE Web Servers with SOPs
Providing RCA report for P0 issues.
2.3 MONTHLY PROACTIVE CHECKS ON APACHE WEB S ERVERS.
Scope:
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
All APACHE Web Servers in the customer environment agreed as per the scope.
Deliverables:

Report on Monthly APACHE health check.
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3.0 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.
3.1 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.
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 Customer IT
Services.
Service delivery document details the process flow for this engagement and will be
updated to highlight the current support process.
3.2 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
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 from monitoring system or from requests via ticketing system,
phone or emails.
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
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
3.3 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
Operational metrics review
3.4 CUSTOMER VISIBILITY & AUDITABILITY
3.4.1 AUDITABILITY
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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.
3.4.2 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.
3.5
METRICS BASED REPORTING AND ANALYSIS
3.5.1 MONTHLY REPORTING
Key Content
 Status review meeting to review tickets and SLA performance.
Meeting Type

Phone call – 1 hr
3.6 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.
3.7 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
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Note: All hours mentioned are client local hours.
3.8 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
Technical Support
Group
Senior Engineer
Major Activities
Technical Skills
Server, Mail, Network
Support
Communication
Process Knowledge
Help Desk




















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
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
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4.0 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.
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5.0 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.
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FEES
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TERMS AND CONDITIONS
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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
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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.
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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
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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
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Customer
Arrow
Managed
Services
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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.
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Customer
Arrow
Managed
Services
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
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APPENDIX C – VPMG DEPLOYMENT ARCHITECTURE
Customized as per customer requirements
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APPENDIX D – EQUIPMENT LIST
Insert Device list at customer’s locations
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