Common use of Operations and Administration Clause in Contracts

Operations and Administration. Operations and administration Services are the activities associated with providing a stable IT infrastructure and to effectively and efficiently perform procedures to ensure IT services meet the SLRs. The following table identifies operations and administration roles and responsibilities that ACS and Symetra will perform. 1. Provide operations requirements and policies, including schedules for the operation of Symetra systems and networks X 2. Participate in developing operations procedures that meet requirements and adhere to defined policies X 3. Define and develop operational documentation requirements (run books, contact lists, operations scripts etc.) X 4. Approve operations policies and procedures, documentation and reporting X 5. Identify enterprise system management tools to monitor the IT infrastructure and Symetra applications X 6. Coordinate with Symetra to deploy enterprise system and network management tools to monitor the IT infrastructure and Symetra applications X Confidential Information Page 8 Table of Contents 7. Install and configure enterprise system and network management tools in such a fashion that problems, issues and events are proactively identified, reported and resolved according to prescribed service levels X 8. Perform event management monitoring of IT services to detect abnormal conditions or alarms, log abnormal conditions, analyze the condition and take corrective action X 9. Manage hardware, software, peripherals, services and spare parts to meet service levels, minimize down time and minimize Symetra resource requirements X 10. Interface with help desk and Symetra for Incident & problem management activities X 11. Provide level 2 and level 3 support as required X