Common use of Operations and Administration Clause in Contracts

Operations and Administration. Operations and administration Services are the activities associated with the provisioning and day-to-day management of the installed systems and software environment. a. Operations activities include: Computer processing for batch and on-line systems (e.g. mainframe, NT server) Data storage (i.e. direct access storage devices (DASD), redundant array of independent disks (RAID), storage area network (SAN), network-attached storage (NAS), tape and optical) Centralized output management for print, microfiche, film, etc. Remote output management. b. Administration activities include: Managing user accounts Chargeback to users for usage of Services Gathering usage statistics and reporting activity to ensure effective use of computing resources Managing transaction definitions (CICS, IMS) The following table identifies the operations and administration roles and responsibilities that are specific to this Data Center Services SOW. An “X” is placed in the column under the party that will be responsible for performing the task. ACS responsibilities are indicated in the column labeled “ACS.” Confidential Information Page 7 Table of Contents 1. Provide console operations for centralized and remote computer processing unit (CPU) processing centers X 2. Provide console monitoring, troubleshooting, repair and escalation of problems in the data center computing environment X 3. Start-up and shut-down Symetra online/interactive systems according to defined schedules or upon approved request X 4. Monitor systems as scheduled and respond accordingly to system messages X 5. Identify and report application problems X 6. Resolve or assist in resolving application problems in accordance with SLRs/SLAs. Escalate as required. X 7. Support applications test-to-production migration activities X