Common use of Operations Support Clause in Contracts

Operations Support. a. Vendor will perform the following console activities, utilizing automation where appropriate, during the Service Hours: (1) console monitoring and message filtration; (2) system and application restart and recovery; and (3) automated problem reporting and paging. b. ACI will: (1) be consulted when any restore procedure needs to be performed; (2) in those Locations where there is no Vendor staff on-site, assist Vendor, using ACI personnel, with server restarts, as reasonably requested (e.g., [ * ]). At no time will Vendor restart an application, service or device without a procedure defined or assistance or approval from ACI to perform such restart; and (3) provide requirements and approval for application restart and recovery procedures. Confidential Exhibit A-5 — Server Systems Management Services