General Technical Support. Service Provider responsibilities include the following: 1. Provide appropriate response to incidents and problems and continued support through resolution as required in order to meet scheduled availability. 2. Provide ▇▇▇▇▇ ▇ Support and Level 3 Support to the Service Desk and/or Authorized Users. 3. Provide technical advice and support (e.g. architecture) to the Application Development and Maintenance (ADM) and Database Administration (DBA) staffs, as required. 3.1. Provide administrative support for Middleware (i.e. MQSeries) on all platforms used in DIR’s and DIR Customers’ environments. 4. Interface between the groups implementing changes. 5. Monitor data storage media and processor utilization and requirements. 6. Enforce documentation standards in compliance with Service Management Manual directives. 7. Develop, where appropriate, and install productivity tools/utilities, as well as performing all required operational modifications for the efficient and proper delivery of the Services. 8. Develop and maintain technical and functional specifications and requirements for all environments and related interfaces. 9. Provide product research, project support, and advice on Equipment tuning and efficiency improvements. 10. Install, tailor, maintain, and provide ongoing support for System Software products. 11. Install Software according to the Applications’ specifications and/or DIR standards as requested by DIR Customer. 12. Distribute Software as efficiently as possible. 13. Manage, prioritize, and coordinate all preventive and remedial maintenance and updates for System Software. 14. Report performance data and resource utilization statistics related to System Software release- level upgrades. 15. Provide consultation support. (For example: product research, project support, Application tuning, and efficiency improvements). 16. Interface and integrate with any additional Third Parties designated by DIR and DIR Customers for the administration and implementation of Address Management (e.g. IP) needed for Services. 17. Provide effective technical support (e.g. installation, patching, event resolution, ADM advice, Third Party Vendor coordination) for software (e.g. Application utilities, middleware) required by the DIR Customers and contained in Exhibit 8. 18. Schedule, apply and support security certificates used to secure confidential sessions (SSL) for Internet and Intranet transactions and communications as required by DIR or DIR Customers. 18.1. Coordinate and advise DIR Customers regarding certificates that are embedded in Applications. 18.2. Notify and advise DIR Customers of renewals regarding certificates in timely manner. 19. Install, manage and support Directory Services, including: 19.1. Manage and support authentication using Directory Services, as directed by DIR and DIR Customer. 19.2. Provide and manage trust relationships to existing business-unit domains. 19.3. Remove objects from Directory Services as requested by DIR and DIR Customers. 19.4. Provide LDAP directory resources (Lightweight Directory Access Protocol). 19.5. Provide direction for group policy creation and management. 20. Provide name management (e.g. DNS) as required by DIR and DIR Customers. 20.1. Provide a central support model of name management. 20.2. Manage schema and compliance. 20.3. Administer policies that support consistency. 20.4. Interface and integrate with other providers of name management services (e.g. top-level domain providers, DIR retained name management). 20.5. Appropriately support the delivery of the Services by other DCS Service Providers and Third Party Vendors.
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Sources: Data Center Services Service Component Provider Master Services Agreement
General Technical Support. Service Provider responsibilities include the following:
1. Provide appropriate response to incidents and problems and continued support through resolution as required in order to meet scheduled availability.
2. Provide ▇▇▇▇▇ ▇ Support and Level 3 Support to the Service Desk and/or Authorized Users.
3. Provide technical advice and support (e.g. architecture) to the Application Development and Maintenance (ADM) and Database Administration (DBA) staffs, as required.
3.1. Provide administrative support for Middleware (i.e. MQSeries) on all platforms used in DIR’s and DIR DCS Customers’ environments.
4. Interface between the groups implementing changes.
5. Monitor data storage media and processor utilization and requirements.
6. Enforce documentation standards in compliance with Service Management Manual directives.
7. Develop, where appropriate, and install productivity tools/utilities, as well as performing all required operational modifications for the efficient and proper delivery of the Services.
8. Develop and maintain technical and functional specifications and requirements for all environments and related interfaces.
9. Provide product research, project support, and advice on Equipment tuning and efficiency improvements, except for the Cloud Service Provider locations.
10. Install, tailor, maintain, and provide ongoing support for System Software products.
11. Install Software according to the Applications’ specifications and/or DIR standards as requested by DIR DCS Customer.
12. Distribute Software as efficiently as possible.
13. Manage, prioritize, and coordinate all preventive and remedial maintenance and updates for System Software.
14. Report performance data and resource utilization statistics related to System Software release- level upgrades.
15. Provide consultation support. (For example: product research, project support, Application tuning, and efficiency improvements).
16. Interface and integrate with any additional Third Parties designated by DIR and DIR DCS Customers for the administration and implementation of Address Management (e.g. IP) needed for Services.
17. Provide effective technical support (e.g. installation, patching, event resolution, ADM advice, Third Party Vendor coordination) for software (e.g. Application utilities, middleware) required by the DIR DCS Customers and contained in Exhibit 8.
18. Schedule, apply and support security certificates used to secure confidential sessions (SSL) for Internet and Intranet transactions and communications as required by DIR or DIR DCS Customers.
18.1. Coordinate and advise DIR DCS Customers regarding certificates that are embedded in Applications.
18.2. Notify and advise DIR DCS Customers of renewals regarding certificates in timely manner.
19. Install, manage and support Directory Services, including:
19.1. Manage and support authentication using Directory Services, as directed by DIR and DIR DCS Customer.
19.2. Provide and manage trust relationships to existing business-unit domains.
19.3. Remove objects from Directory Services as requested by DIR and DIR DCS Customers.
19.4. Provide LDAP directory resources (Lightweight Directory Access Protocol).
19.5. Provide direction for group policy creation and management.
20. Provide name management (e.g. DNS) as required by DIR and DIR DCS Customers.
20.1. Provide a central support model of name management.
20.2. Manage schema and compliance.
20.3. Administer policies that support consistency.
20.4. Interface and integrate with other providers of name management services (e.g. top-level domain providers, DIR retained name management).
20.5. Appropriately support the delivery of the Services by other DCS Service Providers and Third Party Vendors.
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