Operations and Processing. Service Provider responsibilities include: 1. Perform successful backups of DIR and DIR Customers systems, in compliance with Service Management Manual. 1.1. Coordinate backup processing with DIR Customers in any situation with the potential to negatively impact operational performance. 2. Remain current in the knowledge and use of data storage technology and management products. 3. Perform online storage tuning. 4. Provide event, warning, alert, and alarm processing and management. 5. Provide resolution of all event, warning, alert, and alarm messages. 5.1. Notify DIR Customers as appropriate on alert notifications. 5.2. Proactively create Incident Records and resolve backup Problems. 6. Interface with the Incident Management and Problem Management processes and liaise will all parties supporting incident and problem resolution. 7. Provide Storage and Backup infrastructure configuration maintenance. 8. Instigate improvement or remedial activities in operational processes under the control of Change Management. 9. Assign and initialize storage as required for performance of the Services. 10. Determine file, data set, and volume placement. 11. Manage the archiving of inactive files and report on online storage directories for review by Operations and DBA staff. 12. Conduct routine monitoring using Software tools to measure the efficiency of online storage access, and take corrective action as needed (including performance adjustments to Equipment and Software, or file placement as required to maximize service). 13. Periodically (but not less than quarterly) retrieve and test all backup media types and verify that the data (including databases) can be restored in a usable fashion. 14. Coordinate with DIR Customers to periodically (but not less than quarterly) perform production recovery testing of DIR Customer data (e.g. file sets, databases) to verify RPO can be met and verify recovery is effective. 15. Provide compression options for disk and tape (e.g. compression on the fly at the server instance vs. compress at the tape drive). 16. Support and manage encryption as required by DIR Customer. 17. Provision of partition volume resizing/extending using current technology (e.g. disk imaging, partitioning software) to optimize the process in order to avoid scheduled downtime or recovery risk.
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Sources: Data Center Services Service Component Provider Master Services Agreement
Operations and Processing. Service Provider responsibilities include:
1. Perform successful backups of DIR and DIR DCS Customers systems, in compliance with Service Management Manual.
1.1. Coordinate backup processing with DIR DCS Customers in any situation with the potential to negatively impact operational performance.
2. Remain current in the knowledge and use of data storage technology and management products.
3. Perform online storage tuning.
4. Provide event, warning, alert, and alarm processing and management.
5. Provide resolution of all event, warning, alert, and alarm messages.
5.1. Notify DIR DCS Customers as appropriate on alert notifications.
5.2. Proactively create Incident Records and resolve backup Problems.
6. Interface with the Incident Management and Problem Management processes and liaise will all parties supporting incident and problem resolution.
7. Provide Storage and Backup infrastructure configuration maintenance.
8. Instigate improvement or remedial activities in operational processes under the control of Change Management.
9. Assign and initialize storage as required for performance of the Services.
10. Determine file, data set, and volume placement.
11. Manage the archiving of inactive files and report on online storage directories for review by Operations and DBA staff.
12. Conduct routine monitoring using Software tools to measure the efficiency of online storage access, and take corrective action as needed (including performance adjustments to Equipment and Software, or file placement as required to maximize service).
13. Periodically (but not less than quarterly) retrieve and test all backup media types and verify that the data (including databases) can be restored in a usable fashion.
14. Coordinate with DIR DCS Customers to periodically (but not less than quarterly) perform production recovery testing of DIR DCS Customer data (e.g. file sets, databases) to verify RPO can be met and verify recovery is effective.
15. Provide compression options for disk and tape (e.g. compression on the fly at the server instance vs. compress at the tape drive), except for Cloud Service Provider locations.
16. Support and manage encryption as required by DIR DCS Customer.
17. Provision of partition volume resizing/extending using current technology (e.g. disk imaging, partitioning software) to optimize the process in order to avoid scheduled downtime or recovery risk.
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