Common use of Server Support Clause in Contracts

Server Support. This document describes the technical services delivered to support the server infrastructure. The solution is available three tiers:- - Server - Monitoring - Server - Proactive - Server - Managed Your commercial document will state which is applicable. The following services are not included in the Server plan: • All hardware or replacement parts • User Training, permissions approvals, password management and policy setting • Hardware or software upgrades • Relocation services • Any unexpected item not explicitly included in the scope of services Out of scope activities will be billed at CSUK hourly rate 3.1 Server – Monitoring includes the following services • AV Software & Patch Monitoring • OS Software Patch Monitoring • Basic Hardware Monitoring 3.2 Server - Proactive includes the Server – Monitoring services and adds:- • Advanced Performance Monitoring • Unlimited Remote Support • OS & 3rd party patch management • Internet, Email & Network Issues • License & Asset Reporting • Scheduled Preventative Maintenance • Key Application Maintenance • Advice over telephone available for any IT needs 3.3 Server - Managed includes the Server - Proactive services and adds:- • Managed Anti-Virus • Managed Backup • Managed Compliance • Hardware support where valid service contract with vendor exists • Warranty Management • Monthly Reporting on Patch & Asset Status • Preferential call outs & Ticket allocation AV Software & Patch Monitoring Monitoring of certain antivirus software packages and patch level. If the definitions have not been updated or the patch status is 7 days out of date or there are critical patches that have not been applied an incident will be raised and the customer notified. OS Software Patch Monitoring Monitoring of Windows & Linux OS’s and patch level. If the OS has not been updated and is 7 days out of date or there is a critical OS service not running for more than an hour an incident will be raised and the customer notified. Basic Hardware Monitoring CSUK monitors the health of your Server and identifies issues that may impact its performance. Identified issues will be categorized by severity and an incident will be raised and the customer notified if required Advanced Performance Monitoring CSUK monitors the health of your server and identifies issues that may impact that server’s performance. Identified issues will be categorized by severity and escalated to our Network Operations Center for resolution. Services monitored include: Scan Interval Warning Failed CPU Usage 15 Minutes 80% - 95% 90% - 100% Disk Space 15 Minutes 96% - 98% 99% - 100% Disk I/O 15 Minutes Memory Utilization 15 Minutes 80% - 95% 90% - 100% Patch Status 15 Minutes 1 – 4 Missing Critical Patches 5+ Missing Critical Patches Connectivity 5 Minutes N/A No Connectivity Unlimited Remote support CSUK will remediate issue related to the covered devices, identified either via monitoring & notification, or those initiated through contacting the Service Desk. In both cases, a service ticket will be created and prioritized based on severity. The service desk will attempt to resolve the issue remotely, escalating to level 2, then level 3 engineers as required. OS & 3rd Party Patch Management CSUK will scan Servers periodically throughout the day to identify if the operating system or installed programs need patching. The current maintenance windows and procedures are as follows, CSUK reserves the right to alter the following procedure and schedule as required: Host Servers Group 1: Patch Installation: 2:00 AM and 8:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 3:00 AM every day of every month. Host Servers Group 2: Patch Installation: 1:00 AM and 09:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 2:00 AM every day of every month. Server Group 1: Patch Installation: 3:00 AM and 11:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 4:00 AM every day of every month. Server Group 2: Patch Installation: 4:00 AM and 7:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 5:00 AM every day of every month. During onboarding CSUK will work with you to determine which servers will be in which group. Where possible CSUK will configure a customer server to cache patches locally to reduce the amount of download bandwidth used. Security and Critical patches for managed software are installed at the earliest possible opportunity. All other types of patch are tested by CSUK on agreed customer test equipment before roll out and would normally be deployed 2-15 days after release. CSUK will patch all supported OS’s and 30+ vendors of 3rd party software, as these are subject to change a list is available on request. Internet, Email & Network Issues CSUK will investigate Sever Email and Server Networking issues where needed and detail where escalation is required if CSUK don’t supply the service. License & Asset Reporting We will audit software licenses & assets included in the contract; reporting on current status, changes, and potential violations. On a quarterly basis, the following reports will be delivered to the Primary Customer Contact: • Executive Summary Report • Hardware Asset Report • Software License Report Scheduled Preventative Maintenance Regular preventative maintenance required to maintain the basic operation of windows servers, including: • Windows Patch Management • 3rd Party Patch Management • Test Shared Folder Availability • Disk Defragmentation • Clean Windows Update Cache • Sync Time with DC • Backup Windows Event Log • Delete Temp Files • Empty Recycle Bin • Backup Registry • Clear RDP Client History • Remove Wallpaper • Disable SCA Key Application Maintenance Monthly maintenance will delivered to business critical server applications, including SQL, Exchange and Active Directory. SQL Maintenance • Reorganizing, Rebuilding or Defragmenting Indexes • Check Database Integrity • Shrink Database • Update Statistics • Clean Up History • Backup Database (Full, Differential or Transaction Logs) • Maintenance Cleanup Task Exchange Maintenance • Query for disconnected mailboxes option of Purge • Query for largest mailboxes (size) • Exchange Message Queues • Verify Public Folder Replication • Modify Database Size Limits • Defragment Exchange Database • Disable circular logging (for backup/restoration purposes) • E-Mail RBL Checks (pull public IP and check existence on RBL lists) Active Directory Maintenance • Get Disabled AD Objects • Get Locked AD Objects • Get Expired AD Objects • Purge empty groups Advice over telephone available for any IT needs CSUK will provide a virtual CIO service where required, this is a best efforts service and is remote only. If onsite presence is required, this is charged at standard day rates Managed Anti-Virus CSUKs integrated Anti-Virus solution allows our NOC to actively monitor, manage, and update deployed devices, ensuring that your business is protected and secure. Managed Anti-Virus includes • Signature updates • Status & Threat monitoring • Scheduled scans • Software updates • Quarterly Status & Threat reporting • Remediation of issues preventing the installation or performance of Managed Anti-Virus Please note, manual removal of malware/virus infection is not included and will be billed at CSUKs hourly rate. Managed Backup • Backup status monitoring • Quarterly backup test • Quarterly backup reporting • Remediation of issues preventing the installation or performance of Managed Backup Please note, restoration and recovery of a backup is not included and will be billed at CSUK’s hourly rate. Managed Compliance CSUK will perform a vulnerability scan on a quarterly basis, designed to identify any potential security threats that may exist. Quarterly report will consist of: • Summary of identified vulnerabilities • Summary of actions taken to resolve identified vulnerabilities • Regulatory report for HIPAA, SOX, GLB, PCI as required Hardware support where valid service contract with vendor exists CSUK will liaise with Hardware Vendors if support is required. The customer is expected to maintain their own hardware support contract if this is desired. Warranty Management CSUK will provide reporting and recommendation when warranty periods on existing hardware expire and manage the purchase of new contracts if requested. Monthly Reporting on Patch & Asset Status CSUK will provide reporting to a named customer contact that details the asset and patch status of all managed devices, sample reports are available on request. Preferential call outs & Ticket allocation CSUK will prioritise Normal and Informational tickets and service requests from Server-Managed customers above Normal and Informational requests from other customers. This does not affect SLA times.

Server Support. This document describes the technical services delivered to support the server infrastructure. The solution is available three tiers:- - Server - Monitoring - Server - Proactive - Server - Managed Your commercial document will state which is applicable. The following services are not included in the Server plan: • All hardware or replacement parts • User Training, permissions approvals, password management and policy setting • Hardware or software upgrades • Relocation services • Any unexpected item not explicitly included in the scope of services Out of scope activities will be billed at CSUK hourly rate 3.1 Server – Monitoring includes the following services • AV Software & Patch Monitoring • OS Software Patch Monitoring • Basic Hardware Monitoring 3.2 Server - Proactive includes the Server – Monitoring services and adds:- • Advanced Performance Monitoring • Unlimited Remote Support • OS & 3rd party patch management • Internet, Email & Network Issues • License & Asset Reporting • Scheduled Preventative Maintenance • Key Application Maintenance • Advice over telephone available for any IT needs 3.3 Server - Managed includes the Server - Proactive services and adds:- • Managed Anti-Virus • Managed Backup • Managed Compliance • Hardware support where valid service contract with vendor exists • Warranty Management • Monthly Reporting on Patch & Asset Status • Preferential call outs & Ticket allocation AV Software & Patch Monitoring Monitoring of certain antivirus software packages and patch level. If the definitions have not been updated or the patch status is 7 days out of date or there are critical patches that have not been applied an incident will be raised and the customer notified. OS Software Patch Monitoring Monitoring of Windows & Linux OS’s and patch level. If the OS has not been updated and is 7 days out of date or there is a critical OS service not running for more than an hour an incident will be raised and the customer notified. Basic Hardware Monitoring CSUK monitors the health of your Server and identifies issues that may impact its performance. Identified issues will be categorized by severity and an incident will be raised and the customer notified if required Advanced Performance Monitoring CSUK monitors the health of your server and identifies issues that may impact that server’s performance. Identified issues will be categorized by severity and escalated to our Network Operations Center for resolution. Services monitored include: Scan Interval Warning Failed CPU Usage 15 Minutes 80% - 95% 90% - 100% Disk Space 15 Minutes 96% - 98% 99% - 100% Disk I/O 15 Minutes Memory Utilization 15 Minutes 80% - 95% 90% - 100% Patch Status 15 Minutes 1 – 4 Missing Critical Patches 5+ Missing Critical Patches Connectivity 5 Minutes N/A No Connectivity Unlimited Remote support CSUK will remediate issue related to the covered devices, identified either via monitoring & notification, or those initiated through contacting the Service Desk. In both cases, a service ticket will be created and prioritized based on severity. The service desk will attempt to resolve the issue remotely, escalating to level 2, then level 3 engineers as required. OS & 3rd Party Patch Management CSUK will scan Servers periodically throughout the day to identify if the operating system or installed programs need patching. The current maintenance windows and procedures are as follows, CSUK reserves the right to alter the following procedure and schedule as required: Host Servers Group 1: Patch Installation: 2:00 AM and 8:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 3:00 AM every day of every month. Host Servers Group 2: Patch Installation: 1:00 AM and 09:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 2:00 AM every day of every month. Server Group 1: Patch Installation: 3:00 AM and 11:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 4:00 AM every day of every month. Server Group 2: Patch Installation: 4:00 AM and 7:00 PM every day of every month. Patch Pre-Download: Immediately Patch Reboot Prompt: 5:00 AM every day of every month. During onboarding CSUK will work with you to determine which servers will be in which group. Where possible CSUK will configure a customer server to cache patches locally to reduce the amount of download bandwidth used. Security and Critical patches for managed software are installed at the earliest possible opportunity. All other types of patch are tested by CSUK on agreed customer test equipment before roll out and would normally be deployed 2-15 days after release. CSUK will patch all supported OS’s and 30+ vendors of 3rd party software, as these are subject to change a list is available on request. Internet, Email & Network Issues CSUK will investigate Sever Email and Server Networking issues where needed and detail where escalation is required if CSUK don’t supply the service. License & Asset Reporting We will audit software licenses & assets included in the contract; reporting on current status, changes, and potential violations. On a quarterly basis, the following reports will be delivered to the Primary Customer Contact: • Executive Summary Report • Hardware Asset Report • Software License Report Scheduled Preventative Maintenance Regular preventative maintenance required to maintain the basic operation of windows servers, including: • Windows Patch Management • 3rd Party Patch Management • Test Shared Folder Availability • Disk Defragmentation • Clean Windows Update Cache • Sync Time with DC • Backup Windows Event Log • Delete Temp Files • Empty Recycle Bin • Backup Registry • Clear RDP Client History • Remove Wallpaper • Disable SCA Key Application Maintenance Monthly maintenance will delivered to business critical server applications, including SQL, Exchange and Active Directory. SQL Maintenance • Reorganizing, Rebuilding or Defragmenting Indexes • Check Database Integrity • Shrink Database • Update Statistics • Clean Up History • Backup Database (Full, Differential or Transaction Logs) • Maintenance Cleanup Task Exchange Maintenance • Query for disconnected mailboxes option of Purge • Query for largest mailboxes (size) • Exchange Message Queues • Verify Public Folder Replication • Modify Database Size Limits • Defragment Exchange Database • Disable circular logging (for backup/restoration purposes) • E-Mail RBL Checks (pull public IP and check existence on RBL lists) Active Directory Maintenance • Get Disabled AD Objects • Get Locked AD Objects • Get Expired AD Objects • Purge empty groups Advice over telephone available for any IT needs CSUK will provide a virtual CIO service where required, this is a best efforts service and is remote only. If onsite presence is required, this is charged at standard day rates Managed Anti-Virus CSUKs integrated Anti-Virus solution allows our NOC to actively monitor, manage, and update deployed devices, ensuring that your business is protected and secure. Managed Anti-Virus includes • Signature updates • Status & Threat monitoring • Scheduled scans • Software updates • Quarterly Status & Threat reporting • Remediation of issues preventing the installation or performance of Managed Anti-Virus Please note, manual removal of malware/virus infection is not included and will be billed at CSUKs hourly rate. Managed Backup • Backup status monitoring • 90 Day Backup Retention • Quarterly backup test • Quarterly backup reporting • Remediation of issues preventing the installation or performance of Managed Backup Please note, restoration and recovery of a backup is not included and will be billed at CSUK’s hourly rate. Managed Compliance CSUK will perform a vulnerability scan on a quarterly basis, designed to identify any potential security threats that may exist. Quarterly report will consist of: • Summary of identified vulnerabilities • Summary of actions taken to resolve identified vulnerabilities • Regulatory report for HIPAA, SOX, GLB, PCI as required Hardware support where valid service contract with vendor exists CSUK will liaise with Hardware Vendors if support is required. The customer is expected to maintain their own hardware support contract if this is desired. Warranty Management CSUK will provide reporting and recommendation when warranty periods on existing hardware expire and manage the purchase of new contracts if requested. Monthly Reporting on Patch & Asset Status CSUK will provide reporting to a named customer contact that details the asset and patch status of all managed devices, sample reports are available on request. Preferential call outs & Ticket allocation CSUK will prioritise Normal and Informational tickets and service requests from Server-Managed customers above Normal and Informational requests from other customers. This does not affect SLA times.