base2Services CRM - Built with form0
Proposal - Approval Requried
MSA SOW Proposal

Proposal

[[currentContract.proposal.title]]

Prepared by W Bingham

Version Final


Table of Contents

This document has been issued and prepared by base2Services Pty Ltd based on the information available to it at the time of preparation of this document. Whilst due care has been taken to ensure the contents of this document are accurate, base2Services Pty Ltd cannot accept liability for any errors or omissions that may occur. Nor can it make any warranties in connection with the use of the information. This document and all its components are protected by copyright. No part may be reproduced, copied or transmitted in any form or by any means without the prior written permission of base2Services Pty Ltd.

Client Information

 

Client

[[data.company]]

Contact Name

[[currentContract.contact.fullName]]

Street Address

[[data.address_addressLine1]] [[data.address_addressLine2]] [[data.address_city]] [[data.address_state]] [[data.address_country]] [[data.address_postCode]]

Contact Phone Number

[[currentContract.contact.phone]]

Contact E-Mail

[[currentContract.contact.email]]

Purchase Order No (if any)

[[currentContract.purchaseOrder]]

Invoicing

Base2Services will invoice you for services performed and expenses incurred. Our invoices for payment will be directed to your representative for payment at the address shown above. Please indicate a Purchase Order No. (if any).

Commercials

[[data.company]] will contract with base2Services to deliver "The Proposal" as specified.

[[data.company]] will sign up to the required AWS accounts; usually at least 3 accounts; and has the option to operate these accounts under base2Services Reseller Agreement with AWS. Under base2Services reseller agreement with AWS, [[data.company]] receives AWS Business Support at no additional cost.

 

All configuration, scripting and implementation of environments are the intellectual property of [[data.company]]. base2Services toolset and tools used to produce the deliverables remain the intellectual property of base2Services.

 

base2Services monitoring platform will be used for the duration of the ongoing support, but remains the property of base2Services at all times.

 

Payment terms are 14 days on receipt of invoice

 

Payment for workshops is in advance

 

Payment for ongoing support is one month in advance with 14 days terms on receipt of invoice

 

Understanding your needs

Client is in the process of reviewing the DevOps practices and improving the toolsets and deployments of the application to achieve automation of scale and potentially deployment to production. To aid in the transition, Client understands that a process for development and delivery of releases to production needs to be consistent across all releases to maintain good practice.

base2Services will assist in the development of the Continuous Integration process and deployment process. As part of this, base2Services will assist and make recommendations on the design of the infrastructure and application components to improve scalability, recoverability and stability.

As such, the aim is to achieve faster development and deployment times whilst maintaining good practices for development infrastructure on an ongoing basis. To assist in the ongoing efforts, base2Services will provide ongoing support for both the DevOps processes and management of the infrastructure on AWS.

Additionally, the infrastructure is required to be scalable to support the variations in potential use and to avoid the pitfalls of fixed costs for end scale size of the infrastructure.

The Proposal

The proposal is split into two sections, The Workshop and the ongoing DevOps support

Project

Workshop

Engagement Date

[[currentContract.startDate]]

Price exGST

Included as part of Service

Duration

 1 Day

1 Day Workshop

The 1-day workshop is designed to work in detail on the requirements, the objectives and the planned outcomes of the project, including the DevOps processes, methodologies, application requirements and the scripting required to successfully deliver the end result. The workshop is designed to:

•  Create a backlog of tasks

•  Define the architecture

•  Raise questions and thoughts in the current design and moving forward.

 

The intent of the workshop is to evaluate and agree the methods and tasks for "Onboarding" the applications to an automated deployment, auto-scaled cloud environment. In conjunction with this, base2Services needs to develop the means to align with the Client DevOps practices.

 

The typical agenda for a workshop is:

•  Introductions of the people involved

•  Overview of what is to be achieved

•  Detailed overview of specific use cases - selected based on importance of achievement

o   Design principles to consider for each use case

o   Approach to achieve success of each use case

•  Card wall of actions

o   Specific knowledge investigation

o   Priority of development cards

•  High Level Architecture

o   Guidelines to determining the correct architecture

o   Architecture Deep Dive

•  Next Steps

 

Ongoing Assurance

AWS Build/Management & CI Process

Engagement Date

[[currentContract.startDate]]

Price exGST per Month

[[currentContract.proposal.value]]

Duration

[[currentContract.expiry]] months

Implementation of AWS Build and DevOps

•  Create a backlog of tasks for the execution and implementation of the AWS environments.

•  Execute on the tasks within the backlog to build out the solutions.

•  Based on the workshop and Backlog, determine which parts of the environment are to be scripted, AMI imaged and which will consist of manual tasks.

•  Create a baseline DevOps toolset

•  Integrate into base2Services Monitoring toolset.

•  Cloud formation build out

The on boarding process

•  Build baseline and work with developers to configure and change as needed

•  Configure a CI process

•  Deploy and re-deploy to Dev to test and improve the process

•  Prepare scripts for production readiness

•  Deploy and manage in production

•  Start with one Site and replicate

The Process (Backlog)

All the requirements will be in the backlog and defined with the Client Product Owner.

The below diagram depicts the standard kickoff of the Backlog and Iteration 0.

During iteration 0, the Product Owner will be involved in defining the requirements and elaborating on each requirement. The planning will output a set of requirements from the backlog to be built and tested during each iteration. The planning stage outcome is an agreement between the team and Product Owner of the deliverables to be achieved for the initial iteration (iteration 0).

Each day will consist of a standup in which the Product Owner needs to be involved (via conference).

The first release is considered a development release, as it is the first chance Client has at reviewing the project output.

The Product Owner is the owner of the requirements and can gather new requirements, making changes to the backlog. At the start of each iteration, the product owner has the ability to change the priority of deliverables and include in the development of the iteration. New Requirements are not considered part of this proposal and may impact the deliverables as described in the workshop.

It is also recommended that the Product Owner be collaboratively involved in the entire process to reduce rework and maintain a high quality of output. The Project team can determine what works best.

It is expected that Iteration 0 will be a full iteration.

Implementation Phase (Task Execution)

The implementation phase is based on sprint cycles of 2 weeks (typically) and will leverage the backlog produced in the workshop with the ability to add variations as needed. The purpose of the iterations is to build out the requirements of the project and cater for change on an as needed basis and following the principles of Agile.

The deliverables of this phase are:

Deliverables

A baseline CI platform to promote changes through the various stages.

A production ready environment to promote to production. A production environment will be tested and ready and a build can be pushed from development to production following the process agreed in the workshop.

The ability to create new environments for development, testing and integration testing via Chef scripts

Attachment to base2Services monitoring for preparation of ongoing support

Production Ready Phase (Monitoring and Hardening)

A key phase to preparation for production release, the backlog for the production phase is to prepare, secure and hardened the environment for ongoing supportability and maintainability. This phase will consist of:

•  Monitoring configuration,

•  Security configuration,

•  Restore processes and

•  Governance as needed and determined during the workshop.

The Architecture

The architecture design is determined as part of the Workshop and will take into account all the components required, accessibility and customer SLA's. The architecture will be designed for high availability across two zones in the selected region/s with the ability to create environments in any region.

DevOps Toolset (Continuous integration)

Effectively, the continuous integration/continuous deployment architecture will be automated where appropriate and allow for manual approval steps to take place as necessary. This includes integration of Change Control Processes.

We define the CI process essential to your development cycle, closing the gap between the development, integration, test, and production environments. A CI process alone will speed the migration of software from one environment to another. It also removes many issues related to compilation and configuration that cost many projects time and money.

More time can be spent building features because you are integrating more frequently and removing the need to constantly back track to discover where things went wrong.

The high-level CI process is defined as per the diagram below

The toolset used will be determined during the workshop and agreed with Client. The intent of the CI pipeline is to promote changes from development -> test -> staging to production in a repeatable and controlled method.

The automated shutdown of non-production environments will be integrated into the CI process.

The CI process will be initially developed during the implementation phase and maintained and enhanced as required during the Ongoing Support Phase.

The tools associated with DevOps often include the following:

Tools

 

Jenkins CI

Used in most implementations where base2Services manages the CI pipeline

GITHUB/GIT

Used in most implementations that leverage tagging and branching of code for releases

New Relic

Used to determine the application performance of the environment

Icinga Agents

Used by base2Services to integrate environment alerts into base2Services monitoring platform.

Zendesk

Used for all tickets raised by customers for ongoing support including DevOps assistance

OSSEC/TREND MICRO

For Security and Penetration monitoring

All these tools are replaceable with equivalents as determined in the workshop.

DevOps as a Managed Service.

What will we do for you under Managed Services (Post Project Phase)

•  Monitor the application for uptime, performance and trends in issues. We will work with your development team to resolve root causes with the object of preventing recurrence.

•  Assign a team to you. We distribute the knowledge and remove any single point sensitivity.

•  Skin in the game. We never profit from problems. We fix the issues.

•  Never wait for you to call. Proactive in managing application impacting issues.

•  Heavily involved in your CI pipeline. Monitor for failed integration tests and monitor deployments closely.

•  Integrate with your team and are easy to deal with. One team, not a consultant or a help desk.

•  Give you all the architecture assistance you need to make the application work better and faster on AWS.

•  24/7/365 support.

•  DevOps as a Managed Service, not hosting

Limitations of Service

base2Services provides DevOps as a Managed Service under the paradigm of "Fair Use". Changes are constant within the environments and assistance for development teams is part of the ongoing support. A Change Request is often created when the amount of effort required by base2Services exceeds one day of development. For example, a customer introduces a new application layer to the platform like a search engine. This will require architecture, build of the scripts and configuration of monitoring. Typically this type of CR rarely exceeds 3 days.

The ongoing services

24 x 7 Uncapped Foundation Services, which comprises the following ready response features, as described in this schedule:

•  System Health Checks & Performance (see table 1)

•  System Monitoring (see table 1)

•  Application Monitoring (see table 1

•  Key number Monitoring (see table 1)

•  Advisory on potential issues and improvement

•  Scheduled Maintenance & Patch Management (see table 1)

•  System Backup & Restore Procedures (see table 1)

•  Support Documentation Maintenance (see table 3)

•  Scheduled Deployments (see table 3)

•  SMS and Email alerting (see table 1)

 

The following sections provide a detailed description of the above items.

For the avoidance of doubt:

•  the Services exclude the provision of the relevant System; and

•  24 x 7 includes public holidays.

 

Application monitoring as specified in the tables below is defined as the make up of the production environment and the CI process. That is, all relevant environment components are monitored including auxiliary components like LDA/Active Directory.

Monthly Services for System

Monthly Foundational Services for System

Ongoing Maintenance is critical to keeping your applications alive and performs as best they could during normal business operations. This proposal takes into account base2Services' understanding of the System,  Client, its people and the roadmap moving forward.

Feature

Description

System Health Check

Health Checks of system key points like hardware health, database and backup health and network performance. 

System Monitoring


The system infrastructure and application components will be monitored for availability. Thresholds will be configured and set as agreed with client and alerts will be configured to ensure action can be taken against an incident.

 

Thresholds include but not limited to:

•       CPU Utilisation

•       Memory Utilisation

•       Disc Utilisation

•       Database Health

•       Backups Process

 

Application Monitoring

Application monitoring, application container monitoring and application key page monitoring are provided within this agreement. It is required that:

•       System supports monitoring

•       Client defines the areas of the application that require monitoring.

•       Examples of Application Monitoring include:

•       Workflow testing within the application from the user interface

•       Integrated log messages that raise alerts

Key Number Monitoring & Alerts

Key numbers in any business are critical to the knowledge of success for management. depending on the accessibility of key numbers, base2Services' monitoring is configurable to raise alerts on certain thresholds.

Such Thresholds include:

•       Number of users logged in

•       Messages in a queue

•       Errors raised from the applications

These alerts are useful in determining if any business impact is likely

System Backup

Data backups of both snapshots and data will occur as agreed with                         and be pushed to the Disaster Recovery site and the designated storage solution. Typically the Disaster Recovery site is a secondary region within AWS. The designated storage solution is S3.

•       Backups will be tested for recoverability. This will be achieved in the Disaster Recovery site on a routine basis. This test will confirm ability to re-produce production on demand.

•       Hourly backups of the database are performed, or as frequently decided based on the solution/business requirement.

Applications configuration and settings will be backed up to ensure full recovery of the total environment. Where possible, the application restore/build will be completely scripted.

Restore Processes

The restore process will be tested to ensure a repeatable process exists in the event of failure. The process will be tested and verified within the limits of the available infrastructure. For example: If a Direct Connection is required, the Disaster Recovery environment would require this to be pre-established.

The restore process will ensure that all data, applications under base2Services' control and the virtual instances have a working restore process.

Scheduled Maintenance

To keep the System running smoothly, time is allocated each month to ensure the base2Services' team is focusing on evaluating the alerts and health check results.

Scheduled Maintenance windows may vary based on the releases. All changes to an environment will be completed using the CI process and modifications to the scripts will be the means of all scheduled releases.

A minimum of one hour per month is allocated to scheduled maintenance and only used when necessary.

Proactive Monitoring

Proactive Monitoring is key the ongoing success and health of a system. It provides a means to take action before a potential problem becomes an issue.

Feature

Description

Continuous Health Checks

Health Checks of system key points like hardware health, database and backup health and network performance.

Lower threshold alerts

Lower threshold alerts help determine when certain functions or loads are trending upwards, using more capacity, more processing and more memory giving base2Services the ability to make recommendations to client or to find bottlenecks in the system that may need attention.

Scheduled Maintenance

To endeavour to keep the application running smoothly, time is allocated each month to ensure the base2Services team is focusing on evaluating the alerts and health check results.

Monthly catch-ups

Monthly catch-ups with key business representatives from client to ensure operational objectives are met.

Security Monitoring

Ongoing security monitoring will be conducted using OSSEC. OSSEC is an Open Source Host-based Intrusion Detection System that performs log analysis, file integrity checking, policy monitoring, rootkit detection, real-time alerting and active response.

Alerts are escalated via base2Services monitoring system.

Management

The management of foundational services is fundamental to the overall success, with certain tasks falling outside of the usual day-to-day tasks allocated to the team.

Feature

Description

Continuous Deployment

Continuous Deployment provides established and routine windows for deployment enhancements and bug fixes to production. base2Services recommends release windows of 2 weeks. Any changes developed, tested and signed off by client will be included in a release.

Release Management

Release Management into a Production Environment will be handled by base2Services on Client's behalf. A template will be established within base2Services incident management system that ensures that certain checkpoints are met by client Developers, Testers and Business representatives prior to the deployment of any release.

Emergency Release Management

Emergency Release Management will be handled by base2Services on Client's behalf. An Emergency Release is often associated with a major Code Bug that requires release to production environments as soon as possible and is treated as a Severity One Issue. The process for Emergency Release will be to push all releases through the agreed release management process but at an escalated urgency.

Security Monitoring

base2Services will monitor the cloud environments for intrusion detection. 

Where Trend Micro Deep Security is used (additional costs on Amazon Web Services), base2Services will manage the compliance reporting.

Where OSSEC is used (default on most accounts), base2Services will manage the reporting as part of the monthly customer reporting.

Issue Management

base2Services provides a ticketing system for raising tickets, escalating tickets and closing tickets. Tickets related to System are visible to a central point of contact at client and provide a status of each issue.

Support Documentation

base2Services will keep an update to date knowledge repository regarding the client environment and information required for supportability.

Root Cause Analysis

A root cause analysis will occur within a 24-hour period post the incident. In some cases, a joint effort between client resources and base2Services resources would be required to determine the issue.

Root Causes vary in degree of complexity and solution, however, it is expected that after each root cause analysis, a solution option is provided to Client.

The root cause analysis will analyse all aspects of the environment except the code base.

Patch Management

The operating system providers often release patches for security, bugs and performance enhancements. These patches are often not required, but on occasion an essential update exists that  must be applied to the environment.

base2Services will provide quarterly reviews of patches and make determinations as to which patches should be applied to the environments. Patches will be released through normal patch management procedures, making sure that patches are applied to test first. This method is via the CI process with updates to the scripts

Cost Management

base2Services will monitor and assess the ongoing Amazon Web Services accounts for billing. 

During the term of the contract, base2Services will monitor and determine what cost improvements can be made by the client on Amazon Web Services. These improvements may include Reserved Instances, the use of different EC2 instance types or even code changes.

AWS Agent

base2Services acts as the agent for all issues related to AWS.

Architectural Assistance

This agreement includes architectural assistance as needed and subject to availability. Contact by the client can be made to validate technical ideas and request verbal input to ideas.

Assistance request need to be placed via base2Services' ticketing system and time would be allocated accordingly and on availability. Client Support issues have precedence over the assistance. For example, a severity one issue that requires the consultants skills may reschedule the consultant allocated availability.

Issue Resolution

Issues often happen at the most unexpected times and range in severity. The following table outlines the response times and the types of issues for each severity.

Severity Type

Service Window

Response Time

Contact Points

Severity 1 - Critical The Service is Down

Service is unusable and work practices severely impacted. May be due to the production system being down, unreachable, or unusable including the failure of non-redundant hardware. 

Operational or financial impact to the business.

24/7/365

15 mins

Telephone/SMS

Severity 2 - Urgent 

Service has considerably degraded performance
Work can progress but Service displays major faults or crashes. The business experiences considerable impact.  

24/7/365

30 mins

Telephone/SMS

Severity 3 - Low 

Service has slightly degraded performance. Service has bugs or errors, which do not significantly impact the function or business process. System performance is impaired, but no business impact.

24/7/365

2Hours

Email

Severity 4 - Low

A user/system level fault only affecting one transaction but not affecting ability to perform  business functions (e.g.  < 20% free Disk space).

24/7/365

4 Hours

Email 

Critical Vulnerability / Denial Of Service

Newly released Security Alert relates to Vulnerability or Denial Of Service attack though remotely exploitable cannot be firewalled off. 

24/7/365

48 Hours

Email

Important Vulnerability / Denial Of Service

Newly released Security Alert relates to Vulnerability or Denial Of Service which although remotely exploitable is able to be firewalled off. 

24/7/365

120 Hours

Email

Change Request

Any change required to Service configuration. 

24/7/365

48 Hours

Email

For the avoidance of doubt, "Response Time" refers to the time within which base2Services will commence working on a problem after being contacted by client.  It does not necessarily mean that the problem will be resolved within that time.

Roles and Responsibilities

The roles and responsibilities of delivering the solution and maintaining the ongoing processes, toolsets and environment are detailed below.

DevOps and CI Process

Task

base2Services

AWS

Client                       

Comment

DevOps processes

 

 

 

 

Selection of the Application Stack

✔

 

✔

A combined effort to achieve the greatest result

Configure virtual infrastructure

✔

 

 

 

Deploy virtual infrastructure

✔

 

 

 

Script virtual infrastructure

✔

 

✔

Seasoned professionals can get involved in the scripting of an environment

Monitor application health

✔

 

 

 

Configure the tools that manage the processes

✔

 

 

 

CI Management

 

 

 

 

 

 

 

 

 

Configure the release management process

✔

 

 

 

Define the release management process

✔

 

✔

 

Own the release management process

 

 

✔

 

Change the configuration on an ongoing basis

✔

 

✔

 

Manage the tools

✔

 

 

 

Team Culture Maintenance

 

 

✔

 

Team Culture Training

✔

 

✔

 

Ops. coding

✔

 

 

 

Dev. Coding

 

 

✔

 

Deploy to Production

✔

 

 

 

Analyse application performance

✔

 

✔

 

Application Architecture

 

 

✔

 

Infrastructure Architecture

✔

 

 

 

Architecture Guidance

✔

 

 

 

Ongoing Operations

Task

Base2Services

AWS

Client                      

Comment

Data Centre Services

 

 

 

 

Provide data centre environment

 

✔

 

 

Provide physical security & access

 

✔

 

 

Redundant Power Capability

 

✔

 

 

Environmental controls

 

✔

 

 

Fire Detection and suppression

 

✔

 

 

Server Services

 

 

 

 

Server Hardware Specification Services

 

 

 

 

Disk Capacity & Switching

 

✔

 

 

CPU Requirements

 

✔

 

 

Memory Requirements

 

✔

 

 

Server Services (Dedicated VM & Physical)

 

 

 

 

Server VM / Hardware Ordering

✔

 

 

 

Server VM / Hardware Deployment

✔

 

 

 

Hardware Monitoring

✔

✔

 

 

Parts Replacement

 

✔

 

 

Hardware Maintenance

 

✔

 

 

Capacity Planning (Disk, CPU, Memory)

 

✔

 

 

BIOS Upgrades

 

✔

 

 

Availability Reporting

✔

 

 

 

Scheduled Maintenance Notification

✔

 

 

 

Incident Reporting

✔

 

 

 

Managed Vendor Relationships

✔

 

 

 

Server Operating System Services

✔

 

 

 

Define Server SOE (Standard Operating Environment)

✔

 

 

 

Perform Operating System Install

✔

 

 

 

Configure Operating System

✔

 

 

 

Define Disk Partitions

✔

 

 

 

Define Groups / Permissions

✔

 

 

Excluding administrative user for base2Services access.

Define Users and Permissions

✔

 

 

Excluding administrative user for base2Services access.

Install Backup Agents

✔

 

 

 

Apply all security patches

✔

 

 

In consultation with the customer.

IP Address Allocation

✔

 

 

 

Define (Operating) System Backup Procedure

✔

 

 

In consultation with the customer.

Define Operating System Monitoring Requirements

✔

 

 

In consultation with the customer.

Configure Operating System Monitoring

✔

 

 

 

Operating System Documentation

✔

 

 

 

Performance Tuning

✔

 

 

O/S-level and Application level. Excluding any code changes, we will reconfigure the application container to perform better in consultation with the customer.

Patching

✔

 

 

In consultation with the customer.

Service Packs

✔

 

 

In consultation with the customer.

Version Upgrades

✔

 

 

In consultation with the customer.

Monitoring and Logging (CPU, Disk Space, Memory, Paging, Disk Read/Writes etc)

✔

 

 

 

Availability Reporting

✔

 

 

 

Backup

✔

 

 

 

System Restores

✔

 

 

 

User and Group Management

✔

✔

✔

 

Security Policy Management

✔

✔

✔

 

System Reboot

✔

✔

 

AWS may restart an environment if a critical security flaw exists.

Scheduled Maintenance Notification

✔

✔

 

AWS provides maintenance notifications when a patch needs to occur with the VM environment.

Incident Reporting

✔

 

 

 

Provide Operating System Licensing

 

✔

✔

Customer can apply some licenses to AWS

First Point of Contact for Problem/Change

✔

 

 

 

Operation System Change Management

✔

 

 

 

Log Job

✔

 

 

 

Take Ownership of Job

✔

 

 

 

Operating System Problem Resolution

✔

 

 

 

Log Job

✔

 

 

 

Take Ownership of Job

✔

 

 

 

Server hardening

✔

 

 

O/S-level and application container.

Server Application Services

 

 

 

Pro-actively throughout the life of the contract

Define Application Standard Installation

✔

 

 

 

Perform Application System Install

✔

 

 

 

Configure Application

✔

 

✔

Services may be provided in consultation with the customer

Define Application Disk Partitions

✔

 

 

 

Define Application Groups /  Permissions

✔

 

✔

In consultation

Define Application Users and Permissions

✔

 

✔

Services may be provided in consultation with the customer

Install Application Backup Agents

✔

 

 

In consultation with the customer.

Apply all Application specific security patches

✔

 

 

Where necessary

Define Application Backup Procedure

✔

 

✔

In Consultation

Define Application System Monitoring Requirements

✔

 

✔

In Consultation

Configure Application System Monitoring

✔

 

 

As defined by Enterprise Application Monitoring services.

Application System Documentation

✔

 

 

For support purposes

Application Performance Tuning

✔

 

✔

In Consultation to ensure optimum performance

Application Patching

✔

 

 

 

Version Upgrades

✔

 

✔

Customer needs to test upgrades and provide versions if Dev upgrades version

Application monitoring and Logging (CPU, Disk Space, Memory, Paging, Disk Read/Writes etc)

✔

 

 

 

Application Availability Reporting

✔

 

 

 

Application Backup

✔

 

 

In consultation with the customer.

Application Restores

✔

 

 

Restoration of Application Data.

Application User and Group Management

✔

 

✔

In Consultation.

Application Security Policy Management

✔

 

✔

In Consultation

Application System Restart

✔

 

 

In consultation with the customer as part of triage.

Scheduled Application Maintenance Notification

✔

 

 

 

Application Incident Reporting

✔

 

 

Where it is reportable

Random Application Configuration Changes

✔

 

 

 

Provide Application System Licensing

 

✔

✔

Licensing is the customers responsibility for enterprise software

Application Instance Creation

✔

 

 

 

Application Performance Tuning & Reporting

✔

 

 

 

Configure Application System Backup Procedure

✔

 

 

In consultation with the customer.

Configure Database Local Backup Procedure

 

 

 

Please see Section 3

Configure Database Remote Backup Procedure

 

 

 

Please see Section 3

Configure Third Party Application Procedure

✔

 

 

 

Define Third Party Application Monitoring Requirements

✔

 

 

 

Configure Third Party Application Monitoring

✔

 

 

In consultation with the customer.

Application System Change Management

✔

 

 

We take ownership

Log Job

✔

 

 

 

Take Ownership of Job

✔

 

 

 

Application System Problem Resolution

✔

 

 

We take ownership and assign to customer when necessary

Log Job

✔

 

 

 

Take Ownership of Job

✔

 

 

 

Virus Protection Services

✔

 

 

 

Database Services

 

 

 

 

Database Management (DBM)

 

 

 

 

Service Installation

✔

 

 

 

Base Configuration

✔

 

 

 

Filesystem Setup

✔

 

 

 

Database Replication (MMM/MySQL)

✔

✔

 

If required

Cluster Setup (MMM/MySQL, MS SQL)

✔

✔

 

If required

Cluster Operation

✔

✔

 

If required

Cluster Service Availability

✔

✔

 

If required

System-level User Access

✔

 

 

 

Monitoring, Alerting & Proactive Response to DB & Cluster Services Faults

✔

✔

 

 

Performance Monitoring

✔

✔

 

 

Database Backup & Restoration

 

 

 

 

File-level Backup (Percona MySQL, MySQL, MS SQL)

✔

 

 

 

Creation of file-level dump (Percona MySQL)

✔

 

 

 

Creation of file-level dump (MySQL, MS SQL)

✔

 

 

 

Agent-based DB backup (MS SQL)

✔

 

 

 

File-level data restore

✔

 

 

 

DB restoration from files

✔

 

 

 

In-place DB restoration (MS SQL)

✔

 

 

 

Backup success monitoring

✔

 

 

 

Database Administration (DBA)

 

 

 

 

Database Design

 

 

✔

Can be provided via partner on request

DB-level User Access

✔

 

 

Not required that often, but occurs for app access

DB & Table Manipulation

✔

 

✔

Can do. We often re-index and make recommendations on DB tables

Loading Data

✔

 

✔

As part of the scripting. Client often creates the SQL scripts to upload

Optimisation & Tuning

✔

 

 

 

Size & Growth Forecasting

✔

 

✔

Joint effort ongoing

Log Truncation & DB Size Management

✔

 

 

Determined ongoing

Network Services

 

 

 

 

Networks Hardware Services

 

 

 

 

Supply network equipment (Routers, Switches, Etc

 

✔

 

 

Network Hardware Ordering

 

✔

 

 

Network Hardware Rack mount

 

✔

 

 

Connect Network Hardware to existing Local Network

 

✔

 

 

Network Hardware Parts Replacement

 

✔

 

 

Networks Hardware Maintenance

 

✔

 

 

Network Capacity Planning (Ports, Device Capacity, Device Type, etc)

 

✔

 

 

Network Hardware Upgrades

 

✔

 

 

Network Hardware Scheduled Maintenance Notification

 

✔

 

 

Manage Vendor Relationships

 

✔

 

 

Network Monitoring

 

 

 

 

Monitor Internet and network connectivity

✔

✔

 

 

Monitor all core network equipment

 

✔

 

 

Monitor all switches below the core routers

 

✔

 

 

Monitor all routers below the core routers

 

✔

 

 

Hardware Monitoring

✔

✔

 

 

Network Management Services

 

 

 

 

Manage Access Control Lists on network infrastructure

✔

✔

 

 

Manage all network equipment

✔

✔

 

 

First Point of Contact for Problem/Change

✔

 

 

 

Change Management

✔

✔

 

 

Log Job

✔

✔

 

 

Take Ownership of Job

✔

✔

 

 

Problem Resolution

✔

✔

 

 

Log Job

✔

✔

 

 

Take Ownership of Job

✔

✔

 

 

General Network Services

 

 

 

 

Traffic Accounting

 

✔

 

 

Traffic Reporting

 

✔

 

 

Scheduled Maintenance Notification

✔

✔

 

 

Incident Reporting

✔

✔

 

 

Provide connectivity to the Internet

 

✔

 

 

Licensing (e.g. Cisco IOS)

 

✔

 

 

Managed DNS Services

✔

✔

 

 

VPN Services

✔

✔

 

 

Reverse Proxying

✔

✔

 

 

Intrusion Detection / WAF Services

✔

✔

 

 

SSL Offloading

✔

✔

 

 

Load Balancing

✔

✔

 

 

Access Control Lists (ACL's)

✔

✔

 

 

Signatory

By signing below the parties acknowledge and agree to be bound to the terms and scope of this work order. A terms of engagement contract will be signed upon agreement of this proposal.

Client

base2Services Pty Ltd

[[data.company]]

base2Services Pty Ltd

ABN: 61 117 553 778

Signature

Signature Goes Here

 

Signature

 

 

Name of the person signing (please print)

[[currentContract.contact.fullName]]

 

Name of the person signing (please print)

Arthur Marinis

 

Title of the person signing (please print)

[[currentContract.contact.title]]

 

Title of the person signing (please print)

Managing Director

 

Signature Date

 

 

Signature Date

 

 

Statement of Work

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Master Services Agreement

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