Common use of Change Management Procedures Clause in Contracts

Change Management Procedures. 4.12.1 All changes to the Service Provider's infrastructure go through a three phase change procedure. In almost all cases changes will not affect the availability; however, the Customer will be notified of any alterations that will change the functionality of the Service. In some cases, changes may require some programming alterations to the ASP web applications or SQL Server functionality used by the Service, which must be completed by the Customer. The timeframe for Customer change will be negotiated with the Customer on a case by case basis. The three phases are as follows: Phase 1 Internal testing and staging of the change using hardware and network infrastructure independent to the production environment, but closely simulating the production network. Phase 2 Partial rollout into the production network by removing a single member of redundant infrastructure and updating just those devices. This may not always be possible in the case of some devices such as core network routers. Phase 3 Full rollout onto all remaining devices. 4.12.2 Changes are made during scheduled system maintenance. Some more urgent changes may be escalated and performed through unscheduled system maintenance as described in this Agreement. 4.12.3 Change management procedures will also be applied to any lower level components developed for the Service by the Customer, such as COM/COM+ objects and packages and third party add-ons that might be required. 4.12.4 Complex web applications may include more sophisticated roll out procedures, tailored around the requirements for that particular application.