Server Management Clause Samples

Server Management o Contractor will provide continuous monitoring maintenance checks of the client’s servers in order to ensure their continued optimal efficiency. o Health Checks and Recommendation documentation will be provided in monthly billing.

Server Management. 6.1. We shall perform the management services indicated in the Specification and use our reasonable endeavours to keep the Server in reasonable operating condition. You acknowledge that the operating condition of the Server depends upon many factors that are outside our control including how you use the Server, and the amount of traffic on the internet in general. Accordingly, we are not liable for reductions in the operating condition of the Server. 6.2. From time to time we, our suppliers and/or subcontractors may need to carry out maintenance or other operations that will affect the availability of the Services to you. Whenever possible we shall give you reasonable notice of planned maintenance. However we may not be able to give you any notice in the event of emergencies or urgent work.

Server Management. The service seeks to offer to Timwe a solution, which, through compliance with a host of service indicators, ensures the availability and correct functioning of servers that support the systems of the client. Server management is divided into the following sets of items: • Analysis of memory resources (to ensure that the system works under normal conditions specified by the respective supplier); • Capacity management of disk resources (through the analysis of alerts and carrying out the necessary actions, through periodic maintenance of the system); • Analysis of average utilization and peak CPU (to determine the eventual need to balance loads or to check whether there is overutilization of the system); • Recommendations on hardware upgrades (HW) / software (SW), maintenance, specific analysis of a given question; • Maintaining an inventory of system parameters; • Update the software of the operating system {for example, corrections and improvements (fixes and patches); • Planning and supervision of external interventions (when necessary and following agreement, and focusing mainly on upgrades and improvements in SW applications); • Registration of interventions (which will permit verification of the nature of technical interventions and when they were undertaken);

Server Management. The service seeks to offer to Timwe a solution, which, through compliance with a host of service indicators, ensures the availability and correct functioning of servers that support the systems of the client. Service components Server management is divided into the following sets of items: Capacity Management • Analysis of memory resources (to ensure that the system works under normal conditions specified by the respective supplier); • Capacity management of disk resources (through the analysis of alerts and carrying out the necessary actions, through periodic maintenance of the system); • Analysis of average utilization and peak CPU (to determine the eventual need to balance loads or to check whether there is overutilization of the system); • Recommendations on hardware upgrades (HW) / software (SW), maintenance, specific analysis of a given question; Configuration Management • Maintaining an inventory of system parameters; • Update the software of the operating system {for example, corrections and improvements (fixes and patches); • Planning and supervision of external interventions (when necessary and following agreement, and focusing mainly on upgrades and improvements in SW applications); • Registration of interventions (which will permit verification of the nature of technical interventions and when they were undertaken); Security Management • Logical security – implement and maintain a security policy according to specific guidelines set forth by TIMwe, proposed by Global Security Coordination; • Distribution and installation of security corrections (“security patches”) of the OS, analyzing the impact they may have on the system. Problem Management • Resolution and liaison with external suppliers regarding problems transmitted by call center or operation; • Planning, ordering and supervision of interventions of external suppliers (HW, OS and SW application); • Drafting of reports on device failures (statistics). Performance Conditions TIMwe should ensure the existence of maintenance agreements with manufacturers of equipments, operating systems and base software, and afford formal authorization to Mainroad to directly contact these entities on its behalf. The service is performed on a 24x7 basis, and the management of specific applications is the responsibility of TIMwe.

Server Management. For Managed and Managed+ clients we manage the servers without any support restrictions. We provide a total solution. This implies updating and monitoring your server (updates, patches, monitors, monitoring alerts, security, …) every day as well as supporting our clients with regard to server management. Advice and DevOps support is also included. Major changes such as architecture changes or a rearrangement of the structure are not included in the daily functioning of the server and will be carried out at a remote-hands rate. The Managed and Managed+ service pack therefore includes all that concerns the correct functioning of the server. There will not be any additional costs for having your server function normally. Contacting our support - both for small adaptations, emergency interventions and daily advice will not cost anything extra for Managed and Managed+ clients.

Server Management. Phase Forward will provide server management and support for production environments *, including holidays, but excluding periods during which Scheduled Maintenance is conducted within the hours noted below. SERVICE SERVICE HOURS (EASTERN TIME) RESPONSE TIMES Server Availability * Server will be available during specified period with exception of system reboot or maintenance windows outside of this time for emergencies and or scheduled work accepted by the client. Server will be available within * of system reboot. Server Maintenance Window * Responses will be provided upon return to normal service hours. Please refer to Appendix VIII for further descriptions of Server Management and Server Availability. STANDARD LANGUAGE SUPPORTED First Level Support is offered in the following languages: SUPPORT HOURS AND COVERAGE English Language: * Spanish & French: Monday * German & Italian: Monday * CONTACT METHOD SUPPORTED Phone/email/fax support Additional languages can be provided subject to commercial agreement. Examples of additional languages provided include: Japanese, Portuguese, Polish and Russian. Hosting and Second Level Support are available in English language only. STANDARD PRODUCT SUPPORTED First Level Support services are available for InForm and InForm Portal products not retired, as described in the Licensee Support Services Policy, by Phase Forward. Second Level Support services are available for all Phase Forward products not retired by Phase Forward. For older products already retired, Second Level Support is available to provide work-around solutions, but no product maintenance releases will be issued. PROCESS OVERVIEW First Level Support activities are handled according to the processes attached in the Appendices I- VI. Second Level Support activities are handled according to the processes attached in Appendix VII. Hosting activities are described in Appendices VIII. SERVICE LEVELS The following table describes the service levels for the measures indicated.

Server Management. Service Provider shall administer, monitor, and report on Client’s server(s) set forth in the SOW, as described below (“Server Management”):

Server Management. Server Management includes: • Advanced SNMP or WMI-based Monitoring • Advanced operating system installation support • Operating system post-installation support • Operating system patching • Up-to-date antivirus software • Infrastructure-level system backup for the purpose of availability and disaster recovery only. (This does not include User or application data backups). Bright Bear has the right to modify or make exceptions to this list at any time. Bright Bear is responsible for reviewing any alerts generated by the Monitoring tools and addressing as appropriate. Customer will not have Administrative Access to the servers. Bright Bear will maintain the Operating System, but will not maintain applications. Exchange and SQL log maintenance is included. This Service does not include software or hardware upgrades. Past exceptions do not grant or imply a future exception.

Server Management. With BearCare server Management, Bright Bear will configure a physical server, physical blade server, or virtual server environment based on Customer-provided resource specifications (processor speed, memory, and disk storage requirements). In addition to Managing and maintaining the base infrastructure, Bright Bear will install, configure, manage and maintain the Operating System, administrative tools, monitoring tools, and antivirus software, to include applying any and all patches, firmware updates, and "fixes" as deemed necessary.