managed services guide

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Services Guide 6.0.0

Version 6.0.0, June 2009

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SUPPORT METHODOLOGY........................................................................... 10

SUPPORT STRUCTURE .............................................................................................................. 11Level-1 ...............................................................................................11Level-2 ...............................................................................................11Level-3 ...............................................................................................12Customer Service .................................................................................12

SERVICE REQUESTS .................................................................................................................. 13Service Management ............................................................................13Support Request ..................................................................................13Root Cause Anaylsis Report ...................................................................13Change Request...................................................................................14Information Request .............................................................................15Managing Support Requests ..................................................................15

CONTACTING SUNGARD............................................................................................................ 16Direct Call ...........................................................................................16E-Mail .................................................................................................16Shipping .............................................................................................17Contact Notes ......................................................................................24Miscellaneous ......................................................................................26

EVENT MANAGEMENT................................................................................................................ 27Determining Incident Priority .................................................................27Priority Definitions................................................................................28Event Escalation...................................................................................29Root Cause Outage Analysis (RCOA).......................................................32

CHANGE MANAGEMENT ............................................................................................................ 33Change Management Process.................................................................33Determining Change Priority..................................................................34Change Notification ..............................................................................34Change Scheduling...............................................................................35

MANAGED IT SERVICES .............................................................................. 36

SERVICE DEFINITION EXAMPLES............................................................................................. 37

SECURE HOSTING SERVICES ................................................................................................... 39Secure Hosting Bundle..........................................................................39Full Infrastructure Management Space ....................................................41Secure Hosting Services Delivery Notes & Limitations ...............................42

SUPPORT SERVICES .................................................................................................................. 43Hardware Installation Services...............................................................43Operational Support Services.................................................................44Support Services Delivery Notes & Limitations .........................................45

SERVER SERVICES..................................................................................................................... 46Equipment Management Services ...........................................................46Operating System Management Services.................................................49Operating System (OS) Management Standard Services............................51Operating System (OS) Management Advanced Services...........................53

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Operating System (OS) Management Enterprise Services ..........................56Server Services Delivery Notes & Limitations ...........................................59

APPLICATION SERVICES ........................................................................................................... 62Standard Application Support – Database Services ...................................63Advanced Application Support – Database Services ..................................65Managed Database Services ..................................................................68Managed Citrix Services ........................................................................72Managed Exchange Services ..................................................................75Application Support - System Utility Services...........................................79Managed SAP Services ..........................................................................81Managed Oracle E-Business (EBS) Suite® Services ..................................86Software Licensing Services...................................................................91Production Control Services ...................................................................91E-mail Availability Service (EAS) ............................................................93Managed E-mail Archiving Service (MEAS)...............................................95E-mail Protection Service (EPS)..............................................................96Application Services Delivery Notes & Limitations .....................................97

STORAGE SERVICES................................................................................................................ 103Data Backup Services ......................................................................... 103SAN Services ..................................................................................... 106Vaulting Services ............................................................................... 108Vaulting Services – Restoration Support Option...................................... 109Storage Services Delivery Notes & Limitations ....................................... 111Remote Storage Services Delivery Notes & Limitations............................ 116

NETWORK SERVICES............................................................................................................... 117Managed Internet Access Services........................................................ 117Managed Internet Access Services Delivery Notes & Limitations ............... 118LAN Services ..................................................................................... 119Managed Load Balancing Services and Geographic Load Balancing Services121Cross Connect Services ....................................................................... 125Dedicated Transport Services............................................................... 125Managed Customer Premise Equipment (CPE) Services ........................... 126Network Services Delivery Notes & Limitations....................................... 128

SECURITY SERVICES ............................................................................................................... 129Managed Firewall Services................................................................... 129Managed Network Intrusion Detection Services (NIDS) ........................... 131Managed Host Intrusion Detection Services (HIDS)................................. 133Managed Intrusion Prevention Services (IPS)......................................... 134Managed Vulnerability Protection Services (VPS) .................................... 136Managed Client VPN Services............................................................... 137Malicious Traffic Management Services.................................................. 139Managed Content Filtering................................................................... 141Managed Digital Certificate Services ..................................................... 143Managed Two-Factor Authentication Services......................................... 144Managed Access Services .................................................................... 146Security Services Delivery Notes & Limitations ....................................... 148

MONITORING SERVICES .......................................................................................................... 149Standard Monitoring Services .............................................................. 149Advanced Monitoring Services– Operating System.................................. 150Advanced Monitoring Services - Database ............................................. 152Advanced Monitoring Services - Exchange ............................................. 154

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Advanced Monitoring Services- Web ..................................................... 155Advanced Monitoring Services - Device ................................................. 156Web Transaction Monitoring Services .................................................... 158Website Reporting Services (WSR) ....................................................... 159Monitoring Services Delivery Notes & Limitations.................................... 160

REPLICATION SERVICES ......................................................................................................... 162Server Replication Services ................................................................. 162Virtual Server Replication Services ....................................................... 164Storage Replication Services - Hosting .................................................. 165Storage Replication Services – Array-Based Replication: EMC SRDF.......... 166Storage Replication Services – Array-Based Replication: IBM Global Mirror 169Storage Replication Services – Array Monitoring..................................... 172Storage Replication Services-Data Copy Management Services (Standard andAdvanced)......................................................................................... 174Secure2Disk Services.......................................................................... 175Replication Services Delivery Notes & Limitations ................................... 178

ARCHIVING SERVICES.............................................................................................................. 178Archiving Services for Messaging.......................................................... 178Archiving Services for Messaging Delivery Notes & Limitations ................. 180Services For Medical Images - Standard On-Line Archiving Services ......... 180Services For Medical Images - Standard Nearline Archiving Services......... 183Services For Medical Images - Archiving & Retrieval Services................... 185

REMOTE MANAGED IT SERVICES .............................................................. 187

REMOTE SUPPORT SERVICES................................................................................................ 188Remote Hardware Installation Services ................................................. 188Remote Operational Support Services ................................................... 189Remote Support Services Delivery Notes & Limitations............................ 189

REMOTE SERVER SERVICES .................................................................................................. 190Remote Equipment Management Services ............................................. 190Remote Operating System Management Services ................................... 194Remote Operating System (OS) Management Standard Services .............. 196Remote Operating System (OS) Management Advanced Services ............. 198Remote Operating System (OS) Management Enterprise Services ............ 200Remote Server Services Delivery Notes & Limitations.............................. 204

REMOTE APPLICATION SERVICES......................................................................................... 207Remote Standard Application Support – Database Services ..................... 207Remote Advanced Application Support – Database Services..................... 210Remote Managed Database Services..................................................... 213Remote Managed Citrix Services .......................................................... 217Remote Managed Exchange Services .................................................... 219Remote Application Support - System Utility Services ............................. 224Remote Managed SAP Services ............................................................ 226Remote Managed Oracle E-Business (EBS) ® Services ............................ 231Remote Application Services Delivery Notes & Limitations ....................... 235

REMOTE STORAGE SERVICES ............................................................................................... 241Vaulting Services ............................................................................... 241Vaulting Services – Restoration Support Option...................................... 242Remote Storage Services Delivery Notes & Limitations............................ 244

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Remote Storage Services Delivery Notes & Limitations............................ 245

REMOTE NETWORK SERVICES .............................................................................................. 246Remote LAN Services.......................................................................... 246Remote Managed Load Balancing Services............................................. 248Remote Managed Customer Premise Equipment (CPE) Services................ 252Remote Network Services Delivery Notes & Limitations ........................... 254

REMOTE SECURITY SERVICES............................................................................................... 255Remote Managed Firewall Services ....................................................... 255Remote Managed Network Intrusion Detection Services (NIDS)................ 257Remote Managed Host Intrusion Detection Services (HIDS) ..................... 259Remote Managed Intrusion Prevention Services (IPS) ............................. 261Remote Managed Vulnerability Protection Services (VPS) ........................ 263Remote Managed Digital Certificate Services.......................................... 264Remote Managed Access Services......................................................... 265Remote Security Services Delivery Notes & Limitations ........................... 267

REMOTE MONITORING SERVICES.......................................................................................... 268Remote Standard Monitoring Services................................................... 268Remote Advanced Monitoring Services– Operating System ...................... 269Remote Advanced Monitoring Services - Database.................................. 271Remote Advanced Monitoring Services - Exchange ................................. 273Remote Advanced Monitoring Services- Web.......................................... 274Remote Advanced Monitoring - Device .................................................. 276Remote Web Transaction Monitoring Services ........................................ 278Remote Monitoring Services Delivery Notes & Limitations ........................ 279

REMOTE REPLICATION SERVICES......................................................................................... 281Remote Server Replication Services...................................................... 281Remote Replication Services Delivery Notes & Limitations ....................... 283

RECOVERY ASSISTANCE SERVICES........................................................... 284

Operating System Startup Services ...................................................... 285Operating System Startup Services Notes & Limitations .......................... 288Full System Restoration Services.......................................................... 290Full System Restoration – Notes & Limitations ....................................... 293Forward Recovery Services .................................................................. 294Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) StartupServices............................................................................................ 296Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) StartupServices - Notes & Limitations ............................................................. 299Network Startup Services .................................................................... 301Network Startup Services Notes & Limitations........................................ 303Media Handling Services ..................................................................... 304Media Handling Services Notes & Limitations ......................................... 308Technical Test Monitoring Services ....................................................... 309Technical Test Monitoring Services Notes & Limitations ........................... 310Operating System Generation Maintenance Services (Mainframe Only) ..... 312Operating System Generation Maintenance Services Notes & Limitations... 312Network Control Program Maintenance Services (Mainframe Only)............ 314Network Control Program Maintenance Services (Mainframe Only) – Notes &Limitations ........................................................................................ 315Procedure Training Workshop............................................................... 316

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Procedure Training Workshop – Notes & Limitations................................ 318Recovery Procedure Documentation Services ......................................... 319Recovery Procedure Documentation – Notes & Limitations....................... 321

SERVICE DEFINITIONS – RESTORATION SERVICES FOR MANAGED IT SERVICES ........ 322

POLICIES ................................................................................................. 326

SITE ACCESS POLICY............................................................................................................... 327

HOSTING USE POLICY.............................................................................................................. 331

APPENDICES.............................................................................................................................. 312

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Modifications

This section will identify specific changes made to this document for any givenversion, between major point revisions. For minor changes (0.0.1 changes) nonotification will be transmitted to the customer. For significant changes (0.1.0 levelrevisions) and for major rewrites (1.0.0 level changes) the customers will be notifiedof the revised document.

Version 6.0.0 (Please refer to Appendix A for detailed information regardingversion changes).

1) In support of SunGard’s reorganization, changes have been made to thesupport structure section which reflect the transition from the IntegratedOperations Center (IOC) to our current Service Desk support structure.

2) Problem Reports are now known as Incident Reports and the document hasbeen modified to reflect that change

3) Shipping addresses have been updated where appropriate4) The Event Management Section has been updated to reflect the termninology

and escalation processes for our new Service Desk support organization.5) The following Remote and Managed Service Definitions have been modified:

a. Operating System Management Servicesi. Information regarding Direct Attached Storage (DAS) has

been added to the Service description.ii. Examples of DAS devices have been addediii. Requirements for DAS have been added

b. Operating System Advanced Servicesi. Responsibilities table has been modified for clarification

c. Database Servicesi. Standard Tasks table has been modified for clarification

d. Citrix ®Servicesi. Responsibilities table has been modified for clarificationii. Tasks table has been modified for clarification

e. Application Support – System Utility Servicesi. Standard Tasks table has been modified for clarification

f. SAP® Servicesi. Responsibilities table has been modified for clarificationii. Tasks table has been modified for clarification

g. Oracle® E-Business (EBS) Suite Servicesi. Responsibilites table has been modified as follows:

1. Customer is now responsible for MetaLink online access2. Critical patch job monitoring removed3. Documentation of application patch technical changes

removed4. System data security monitoring removed5. Clarifications to responsibilities for locking and unlocking

user and session IDs6. Clarification as to how upgrades are handled

h. Application Delivery Notes & Limitationsi. Microsoft Failover for Oracle Databases added to Unsupported

Database Configurationii. Notes added on MS SQL Clustering on virtualized servers

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iii. Clarifications for Managed SAP & Oracle EBS Servicesi. Firewall Services

i. Responsibilities table has been modified for clarificationii. Tasks table modified

1. Log archiving revisedj. Host Intrustion Detection Services

i. Log archiving revisedk. Intrustion Prevention Services

i. Log archiving revisedl. Client VPN Services

i. Responsibilities table has been modified for clarificationii. Tasks table has been modified for clarification

m. Malicious Traffic Management Servicesi. Responsibilities table has been modified for clarification

n. Content Filtering Servicesi. Responsibilities table has been modified for clarification

o. Two-Factor Authentication Servicesi. Responsibilities table has been modified for clarification

p. Access Servicesi. Responsibilities table has been modified for clarification

q. Web Transaction Monitoring Servicesi. Clarifications to description

r. Server Replication Servicesi. Addition of Server pre-install checklist to Responsibilities table

6) All Testing Services have been renamed as Recovery Assistance Services andall of these Services have been updated for clarification

7) The following Services have been added:a. E-mail Availability Servicesb. E-mail Archiving Service (MEAS)c. E-mail Protection Service (EPS)d. Virtual Server Replication Servicese. Storage Replication Services – Hostingf. Storage Replication Services – Array-Based Replication: EMC SRDFg. Storage Replication Services – Array-Based Replication: IBM Global

Mirrorh. Storage Replication Services – Array Monitoringi. Storage Replication Services-Data Copy Management Services (Standard and

Advanced)j. Secure2Disk Servicesk. Media Handling Services

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Product Name Conversion Matrix

The table below links previous products to the most recent naming convention usedthroughout this Services Guide. The mapping of previous products to new productsis not intended to be a one-to-one mapping of features and functions; it is intendedto provide guidance to Customer as to what section of the current Services Guidedescribes a previous version of a SunGard product.

Current Product Name Previous Product Names

Hosting Services

Secure Cabinet Full Cabinet – colocation

Secure Hosting Bundle Secure Hosting Bundle

Full Infrastructure Management Space Not Previously Included in Services Guide

Hardware Installation Services Hardware Installation Services

Operational Support Services Operational Support Services, Tier 1 Tasks

Equipment Management Services Equipment Management Services

Operating System Management Services Standard OS Assist, iServerCare Management

Operating System Management Services Advanced Secure Server Management Bundle, Platform Management Services

Managed Database ServicesStandard Application Support – Database, Database AssistServices, Advanced Application Support – Database, SQL DatabaseManagement, Oracle Database Management

Managed Citrix Services Citrix Management

Managed Exchange Services Dedicated Exchange Management

Application Support - System Utility ServicesSystem Utility Services, IIS Management, Apache Management,RIM Blackberry Enterprise Server

Advanced Monitoring- Web URL Monitoring

Web Transaction Monitoring Services Transaction Monitoring

Software Licensing Services Not Previously Included in Services Guide

Production Control Services (Discontinued - See Service fornotes)

Production Control Services

Storage Services

Data Backup ServicesManaged Tape Backup Services, Tape Backup and RestoreServices

SAN ServicesEnterprise Storage Management Services, Managed Data StorageServices

Vaulting For Distributed Systems Services Not Previously Included in Services Guide

Network Services

Managed Internet Access Services Managed Internet Access Services, Inflownet

LAN ServicesNot Previously Included in Services Guide, Dedicated ManagedSwitch

Managed Load Balancing Services Local Load Balancing Services

Geographic Load Balancing Services Geographic Load Balancing Services

Interconnect Services Not Previously Included in Services Guide

Dedicated Transport Services Circuit Provisioning Services, Managed Circuit Services

Managed CPE ServicesManaged CPE Services/Managed Circuit Services, DedicatedManaged Router

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Section One

Support Methodology

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SUPPORT STRUCTURE

Level-1

Service Desk

The Service Desk is responsible for response to calls and emails from the Customer.The Service Desk is the Customers’ central point of contact for all communicationswith SunGard. Every call or email is recorded so that the Customer request forassistance can be appropriately managed. Whether the Customer has a servicerelated issue, a question, or needs to speak to a SunGard representative in anydepartment, the Service Desk is the place to start.

The Service Desk is staffed on a 24x7 basis. A Service Desk Assistant will work toresolve Customer issues and escalate when needed.

Monitoring Team

The Monitoring Team is responsible for monitoring and notification of alerts as well asownership and management of Incident Tickets (as defined herein) resulting fromalarms.

For all Incident Tickets resulting from an alarm, the Monitoring Team will manage theissue until resolved.

Level-2

Incident Response Team

Level-2 Incident Response Team Engineers are responsible for incident diagnosis andresolution when the Monitoring Team is unable to provide a solution. Level-2 is alsoresponsible for most Software, hardware and network change implementation.Level-2 technicians maintain various certifications including certifications in Cisco,NetScreen, Microsoft, Sun, and Checkpoint products. Level-2 staff will engageassistance from Level-3 engineers when complex incidents require additionalexpertise.

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Level-3

Technical Services Engineers

Level-3 Technical Services Engineers are responsible for infrastructure design &support, assistance with complex problems, and developing Standard OperatingProcedures (SOP). SOP’s are used extensively by Level-2 to help ensure thatSunGard’s efforts are consistent and properly executed. Level-3 Engineers maintainvarious certifications in most major network, systems, and DB products and engagein continuous training and education programs.

Customer Service

Customer Care Specialist (CCS)

Your CCS is responsible for total Customer satisfaction by helping to ensure thatServices are delivered in accordance with the terms of your Agreement withSunGard. As the designated person for the “Customer Service” process, your CCS isempowered to make decisions and escalate directly to executive management inorder to help ensure your Service needs are met.

Acting as your advocate, the CCS manages Customer related issues to help ensurethat expectations are properly set and met; and that changes to delivery are properlycommunicated. The CCS helps to ensure that Customer-impacting incidents are fullyresolved and promotes continuous improvement by providing a root cause analysisreport in the event of Service Level failures. Additionally, the CCS escalates yourconcerns to management as appropriate and is your liaison within SunGard forService related issues. While your initial point of contact remains with the ServiceDesk, your CCS will maintain regular communication and should be your primaryescalation point for all Service related issues.

Change Management Team

The Change Management Team ensures that standardized methods and proceduresare used for efficient and prompt handling of all change requests. The ChangeManagement Team works to ensure that all change requests are recorded and thenevaluated, authorized, prioritized, planned, tested, implemented, documented andreviewed in a controlled manner. Please review the Change Management section inthis Services Guide for more information regarding SunGard’s approach to ChangeManagement.

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SERVICE REQUESTS

Service Management

SunGard combines a best of breed approach to delivering a world-class servicemanagement tool. SunGard’s management fabric provides for the collection &management of monitoring data from both SunGard infrastructure and Customerdedicated servers. SunGard’s management fabric monitors and manages areas suchas availability alerts, resource thresholds, call tracking, incident ticketing, andchange & inventory management.

Support Request

The Monitoring Team may resolve your request or may engage another technician toassist in resolving the Support Request. All Support Requests are recorded in ourmanagement system for reference and reporting.

Support Request Examples

Server Reboot or Power Cycle Equipment Reset or Power Cycle Visual Inspection of Equipment Site Access Password Reset Insert or Swap Media SNA Device Status or Reset (Line, Controller, Terminal, Printer) System or Application Status Procedural Questions

Incident Report

A failure or unexpected result with a SunGard-provided Service is categorized as aIncident Report and results in a Incident Management Record (IMR) recorded in ourmanagement system. All such issues should be reported promptly to the ServiceDesk and are typically assigned to an Incident Response Team engineer. SunGardprovides 24 x 7 support to resolve production incidents reported as Critical. Non-critical or non-production related incidents reported after business hours will bedeferred to the next business day for analysis. A description of priority can be foundin the Determining Incident Priority Section of this Services Guide. Non-critical ornon-production related incidents are defined as Major and Minor Incidents in thatSection.

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Incident Report Examples

Access Failure (Inability to Access Application or Website) Circuit Failure Equipment Failure Software License Failure Security Authorization Failure Degraded Performance Incorrect or Unexpected Output Procedural Failures

Incident Report Documentation

It is important to provide as much information as possible when reporting an incidentto SunGard. The Service Desk will use this information to determine priority androute the Incident Management Record appropriately. SunGard will be able torespond with the appropriate urgency and technical skills when the followinginformation has been provided and is readily available:

Description Date and Time of Occurrence Severity and Scope Business Impact Location(s) Involved System, Hostname, or Website Suspected Failing Component Documentation Error Message or Codes Job Name & Number Process Names & Number System or Application Dump System or Application Log History Occurred Previously Date/Time Last Worked Date/Time Last Failed Steps to Reproduce issue

Change Request

An issue that describes additional or modified functionality is categorized as aChange Request and results in a Change Request Ticket recorded in SunGard’smanagement system. SunGard follows a best practices change management policythat requires adequate lead-time for planning, testing and verification of allproduction changes. Change Requests will be assessed and responded to duringstandard business hours. Change Requests received after standard business hourswill be deferred to the next business day for assessment. Change Requests that areoutside of the scope of the Customer’s Schedule for Services, will require amodification to Customer’s Schedule, adding the Services and the additional monthlyfee.

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Change Request Examples

Install / Remove Hardware, Software or Network Components Upgrade Hardware, Software or Network Components Configure Hardware, Software or Network Parameters Security Update User Access Rules Data Access Rules Network Access Rules Increase / Decrease Resources Bandwidth Storage Backups Media

Information Request

An issue that describes a need for information or status is categorized as anInformation Request. If this is a first time call for information and the Service Deskcannot provide what is needed, a Request Ticket will be opened in SunGard’smanagement system. If this is a request for status on an open issue, then theexisting Support Request record will be updated to reflect the call. InformationRequests will be assessed and responded to during standard business hours.Information Requests received after standard business hours will be deferred to thenext business day.

Managing Support Requests

The Customer Service Team has ownership of your open Change and SupportRequests, as well as Minor Incident tickets, and will keep you informed of statuschanges and completion. For more complex changes the Customer Service Team willcoordinate delivery and assist with scheduling implementation and verification withthe appropriate technical resources.

In the event that your business needs require the immediate escalation of a SupportRequest, contact the Service Desk with the ticket number and ask that the issue beescalated. Customer will be put in touch with the appropriate Customer ServiceContact. SunGard has automated escalation procedures for critical and majorincidents to help ensure that the appropriate technical teams and management areengaged. The appropriate technician remains engaged until the incident is resolvedor the Customer approves a lower level of support.

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CONTACTING SUNGARD

Direct Call

Calls placed to (800) 441-1181 will put you in direct contact with the Service Desk.The answering Service Desk Assistant will request your name before proceeding; ifyour name is not found in SunGard’s management system, the Service DeskAssistant will take a few minutes to add your contact information to SunGard’ssystem.

When you call the Service Desk you will be asked to provide the followinginformation:

Your Name Description of Request

Callers will be asked to provide the following additional information: Company Title Department Location Work Phone Portable Phone Email address Pager

The Service Desk Assistant will either resolve your issue on the call or provide youwith a ticket number which will be used to track the issue through resolution.

E-Mail

E-mail requests can be sent to [email protected]

Please refer to the Support Requests Section for required documentation and besure to specify:

Support Request Type (Incident, Change, or Information Request) Priority Description of Request

The Customer is automatically notified by email from our management system whena ticket is opened on their behalf.

Email turnaround may be affected by problems outside of SunGard such as internetdelays and mail problems at the Customer site.

mailto:[email protected]

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Shipping

In order to help ensure accurate and timely processing of shipments to a SunGardfacility, please mark packages with the SunGard provided ticket number and yourCustomer name. For example, if your ticket number is HD12345:

Facility Shipping Address

Alpharetta, GA SunGard Availability Services11650 Great Oak WayAlpharetta, GA 30022-2408Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Atlanta, GA(1055 Spring Street)

SunGard Availability Services1055 Spring StreetAtlanta, GA 30309Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Atlanta, GA(1033 Jefferson St)

SunGard Availability Services1033 Jefferson St. NWAtlanta, GA 30318Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Austin, TX SunGard Availability Services8025 IH 35 NorthAustin, TX 78753Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Bellevue, WA SunGard Availability Services11400 Se 8th StreetBellevue, WA 98005Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Boston, MA SunGard Availability Services20 Overland Street, Loading DockBoston, MA 02215Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Calgary, AB SunGard Availability Services (Canada) LTD525 28th St. S.E.Calgary, ABT2A 6W9Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Shipping (continued)

Carlstadt, NJ(777 Central Blvd)

SunGard Availability Services777 Central BoulevardCarlstadt, NJ 07072Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Carlstadt, NJ(410 Commerce Blvd)

SunGard Availability Services410 Commerce Boulevard Unit-DCarlstadt, NJ 07072Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Copely, OH SunGard Availability Services155 Montrose West Ave.Copely, OH 44321Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Crawley, WSX SunGard Availability Services (Canada) LTDUnit 1 Sterling ParkCrawley, WSXRH10 9QTAttn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Cypress, CA SunGard Availability Services6803 International Ave.Cypress, CA 90630-5114Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Dallas, TX SunGard Availability Services1001 E. Campbell RoadRichardson, TX 75081Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Denver, CO(Aurora)

SunGard Availability Services3431 North Windsor DriveAurora, CO 80011Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Denver, CO(Denver South)

SunGard Availability Services900 Bannock StreetDenver, CO 80204Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Denver, CO(Denver North)

SunGard Availability Services550 East 84th Avenue, Suite E-5Thornton, CO 80229Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Englewood, CO SunGard Availability Services6675 S. Kenton St.Englewood, CO 80111Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Farmington Hills, MI SunGard Availability Services37890 Interchange DriveFarmington Hills, MI 48335Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Grand Prairie, TX SunGard Availability Services3001 Red Hawk DriveGrand Prairie, TX 75052Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Grand Rapids, MI SunGard Availability Services114 North Division AvenueGrand Rapids, MI 49503Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Herndon, VA SunGard Availability Services505 Huntmar Park DriveHerndon, VA 20170Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Honolulu, HI SunGard Availability Services841 Bishop StHonolulu, HI 96814Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Houston, TX(Houston West)

SunGard Availability Services757 North Eldridge Parkway, Suite 300Houston, TX 77079Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Houston, TX(Houston North 1)

SunGard Availability Services12025 North FreewayHouston, TX 77060Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Houston, TX(Houston North 2)

SunGard Availability Services12175 North FreewayHouston, TX 77060Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Huntersville, NC SunGard Availability Services12200 Herbert Wayne CourtHuntersville, NC 28078Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Indianapolis, IN SunGard Availability Services1180 Kentucky AveIndianapolis, IN 46206Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Irving, TX(W. John CarpenterFrwy)

SunGard Availability Services1925 W. John Carpenter FrwyIrving, TX 75063Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Irving, TX(4500 Fuller Dr.)

SunGard Availability Services4500 Fuller DriveIrving, TX 75038Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Jersey City, NJ SunGard Availability Services545 Washington Blvd.Jersey City, NJ 07310Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Lake Mary, FL SunGard Availability Services300 Primera Blvd.Lake Mary, FL 32746Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Long Island City, NY SunGard Availability Services23-10 43rd AvenueLong Island City, NY 11101Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Marlborough, MA SunGard Availability Services250 Locke DriveMarlborough, MA 01752Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Minneapolis, MN SunGard Availability Services511 Eleventh Avenue South, Suite 211Minneapolis, MN 55415Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Mississauga, ON(Argentia Rd)

SunGard Availability Services (Canada) LTD1800 Argentia RoadMississauga, ONL5N 3K3Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Mississauga, ON(City Center)

SunGard Availability Services (Canada) LTD55 City Center, Unit 110Mississauga, ONL5B 1M3Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Nashville, TN SunGard Availability Services211 Commerce Street, Suite 700Nashville, TN 37201Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Northbrook, IL SunGard Availability Services3200 Arnold LnNorthbrook, IL 60062Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Philadelphia, PA(833 Chestnut)

SunGard Availability Services833 Chestnut Street, 11th FloorPhiladelphia, PA 19107Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Philadelphia, PA(401 N. Broad)

SunGard Availability Services401 N. Broad StPhiladelphia, PA 19108Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Philadelphia, PA(1500 Spring Garden)

SunGard Availability Services1500 Spring Garden Street, 3rd FloorPhiladelphia, PA 19130-4009Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Phoenix, AZ SunGard Availability Services120 East Van Buren Street2nd Floor West, Suite 202Phoenix, AZ 85004Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Pittsburgh, PA SunGard Availability Services2202 Liberty AvenuePittsburgh, PA 15222Attn: Hosting Operations ManagerSupport Request: HD12345(CUSTOMER NAME)

Portland, ORSunGard Availability Services1233 NW 12th Avenue, Suite 201Portland, OR 97209Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Quebec City, QC SunGard Availability Services (Canada) LTD5400 Boulevard Des GaleriesQuebec City, QCG2K 2B4Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Raleigh/Durham, NC SunGard Availability Services4518 South Miami Boulevard, Suite 100Durham, NC 27703Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

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Renton, WA SunGard Availability Services841 Powell AvenueRenton, WA 98055Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

San Diego, CASunGard Availability Services9645 Scranton Road, Suite 100San Diego, CA 92121Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

San Ramon, CA SunGard Availability Services2481 Deerwood DrSan Ramon, CA 94583-1540Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Scottsdale, AZ SunGard Availability Services7499 East Paradise LaneSuite 108Scottsdale, AZ 85260Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Smyrna, GA SunGard Availability Services5600 United DriveSmyrna, GA 30082Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

St. Laurent, QC SunGard Availability Services (Canada) LTD7405 TransCanada HighwaySt. Laurent QCH4T 1Z2Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

St. Louis, MO(Park 270 Drive)

SunGard Availability Services1807 Park 270 DriveSt. Louis, MO 63146Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

St. Louis, MO(North Tucker Blvd)

SunGard Availability Services710 North Tucker Boulevard, Suite 610St. Louis, MO 63101Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

24



St. Paul, MN(Energy Park Drive)

SunGard Availability Services1125 Energy Park Drive, Suite 100St. Paul, MN 55108Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

St. Paul, MN(605 N. Fairview)

SunGard Availability Services605 N. Fairview Ave.St. Paul, MN 55104Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Warminster, PA SunGard Availability Services184 Railroad DriveWarminster, PA 18974Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Westborough, MA SunGard Availability Services2200 West Park Dr.Westborough, MA 01581Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Wood Dale, IL(Wood Dale 1)

SunGard Availability Services711 North Edgewood Ave.Wood Dale, IL 60191Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Wood Dale, IL(Wood Dale 2)

SunGard Availability Services341 - 361 Hayes Ave.Wood Dale, IL 60191Attn: Hosting Operations ManagerSupport Request: HD12345 (CUSTOMER NAME)

Contact Notes

Use Email for Non-Critical Communication Only Please call the Service Desk directly for all critical and urgent incidents.

Email Response Delays If you do not receive a return email notification within six hours, call the

Service Desk directly.

Avoid Confusion or Duplication of Effort Multiple people should not report the same issue to the Service Desk. Do not use existing ticket numbers to inform the Service Desk of a new

issue.

25


Do not copy the Service Desk on conversational e-mails since all emailsare processed.

Ensure Shipping & Receiving Success If you do not receive a return notification within 1 business day of your

expected shipment delivery date, call the SunGard facility directly. Always include a ticket number and your Customer Name when shipping

supplies or Equipment to a SunGard facility.

26


Miscellaneous

Automated Notification

Customers may provide a group email address for automated notification of alerts,Service availability issues, scheduled maintenance and notice of any changes to thisServices Guide. SunGard will use this group address to provide the same notificationas would be provided to your individual notification point. Many Customers find itmore convenient and easier to manage a group email address than to maintain a listof individual contacts. An added benefit is that the group email address can beapplied to many pager or text messaging solutions.

Customer Events

The Customer should keep SunGard informed of any plans, changes, or events thatcould potentially affect the delivery of Services provided by SunGard. Send an emailto the Service Desk with “Notification of Event” in the subject line to accomplishthis. Include any other pertinent information such as names of systems that will notbe accessible, network interfaces that will be down, names of notification points thatwill not be available, etc. Such events should also be discussed during customerservice meetings.

Contact Lists

SunGard will provide customers access to our Notification and Authorizationmanagement tools via the Managed Services portal, which allows customers tomaintain notification and authorization lists for initial notification of alerts andoutages; escalations requiring additional Customer interaction; notification ofmaintenance changes; and authorization contacts for when Customer personnelmake certain Support requests. Contact lists may be further segregated by disciplineas defined in the table Contact List Categories. For each type of contact listcategory you may provide up to 3 contact points.

Contact List Categories

Contact Type Contact Events

Notification Monitoring AlertsService Outages

MaintenanceChange

SunGard Infrastructure Changes

Authorization Customer Requested Changes Change Operational Support Site Access Security

27


0

EVENT MANAGEMENT

Determining Incident Priority

It is important that SunGard accurately understands the priority of a given eventsince priority drives urgency and response criteria; which in turn impacts notificationand escalation procedures. Defined priority levels:

Priority Response Effort

Critical Incident 15 Minutes Continuous Until Service Restored

Major Incident 15 Minutes Fix Implementation Scheduled WhenPrudent

Minor Incident 1 Business Day Fix Implementation Scheduled WhenPossible

For an event to be categorized as a Critical Incident there must be a severe businessimpact relating to the event and the Customer expects immediate attention at theexpense of other events. The definition of a Critical Incident is contained in the nextSection of this Services Guide. Before reporting an event as a Critical Incident, pleaseensure that the following are true:

The event pertains to production and/or mission critical services. The event must be reported via direct verbal contact with the Service

Desk; not via e-mail or other indirect messaging. The caller must be willing to remain in direct contact with SunGard as

needed to assist in determining the best resolution.

Note that SunGard provides the same level of response to all Critical events. Once anevent is determined to be a Major Incident the effort will change to scheduling a fixor further investigation. For an event to be categorized as Major Incident there is noimmediate service outage as defined in the following priority descriptions.

28


Priority Definitions

Critical Incident

Definition Mission-critical application or service rendered totally unusable (outage). Failures of any component or service related to real-time application(s). Measurable impact to SLA.

Examples Application down System down Network connection down or unavailable Infrastructure component down

Major Incident

Definition Mission-critical application or service resource threshold reached. Mission-critical application or service in jeopardy, immediate action required to

avoid potential outage. Mission-critical application or service rendered partially unusable. No impact to SLA.

Examples CPU warning threshold reached File System warning threshold reached Spool warning threshold reached Slow response time or network latency Redundant component failed (service vulnerable but 100% available)

Minor Incident

Definition Service rendered partially unusable or producing incorrect results. No impact to SLA.

Examples Single Printer problem Single Terminal hung Compile time error JCL error Syntax error Unexpected results from program Normal patch alerts from vendor Missing report

29


Event Escalation

Escalation is the process of increasing the level of attention given to an event overtime as the event approaches (or passes) a predefined milestone. Escalation is doneto enforce these milestones on a consistent basis (to meet an internal or externalSLA). During escalation, SunGard management is notified to help ensure the eventreceives the proper attention.

Escalation is performed at two levels: Time To Respond and Time To Fix. The first,Time To Respond, helps to ensure a qualified technician is assigned within thepredefined intervals. The second, Time To Fix, helps to ensure that the failing servicehas been restored or the issue resolved. The required metrics of escalation are:

Time Aware The time that SunGard becomes aware of and recognizes an event,whether on our own or as a result of a Customer call

Time Responded The time that a technician has accepted ownership

Time Restored The time that the Service has been restored

Time Pending The time the event has been marked pending & Service is not restored

Priority The level of priority assigned to the event

Time To Respond (TTR)

TTR is the interval of time from when SunGard recognizes an event to when aqualified technician has accepted ownership.

Measurement: From the time a Support Request is initially opened (Time Aware) tothe time that the Support Request status is changed to Responded-To (TimeResponded).

TTR = Time Responded - Time Aware

Time To Fix (TTF)

TTF is the interval of time from when SunGard recognizes an event to when thefailing service has been restored or additional service has been added.

Measurement: From the time a Support Request is initially opened (Time Aware) tothe time that the Support Request status is changed to Service-Restored (TimeRestored).

TTF = Time Restored - Time Aware

Escalation Time Flow

Escalation is handled in three (3) stages based on priority. These stages are designedto engage the appropriate management attention until issue resolution. For eachincident there are initial TTR and TTF levels as well as escalation increments. As theinitial levels are reached without the appropriate status changes (Responded,Completed, Resolved or Pending); the event reaches the first escalation stage. Theescalation increment is then used to determine the next escalation stage. Escalationis stopped by appropriate status changes.

30


The following diagrams describes the escalation time-flow and the correspondingvariables used for calculating specific escalation points.

TTR Process

t = timei = initial level for escalation

TTR Variables

Priority Increment (i)

Critical Incident 5 minutes

Major Incident 30 minutes

Minor Incident 4 hours

31


TTF Process

t = timei = initial level for escalation

TTF Variables

Priority Increment (i)

Critical Incident 30 minutes

Major Incident 3 hours

Minor Incident 12 hours

Note on Time To Fix

TTF is greatly impacted by responses of vendors and Customers; it isimportant to note that many such issues are out of SunGard’s control andmay adversely affect TTF service levels.

32


Root Cause Outage Analysis (RCOA)

SunGard will complete a Root Cause Outage Analysis (RCOA) to investigate theroot cause of an Incident that results in an unplanned interruption or reduction inquality of a SunGard-provided Service when requested by a Customer. A reductionin quality is defined as a performance or capacity issue that impacts the Customerbut does not interrupt the Service. SunGard may not be able to identify a root causefor all Incidents.

The RCOA will include the following:

A Summary of the Incident Duration of the Incident Workaround implemented to reduce or eliminate the impact of the Incident Root Cause, when possible, of the Incident Resolution, when possible, to repair the root cause of the Incident

To the extent possible, the RCOA will also be used to determine applicability toService Level Commitments, see Service Level Commitments as set forth in theManaged IT Services Exhibit for details.

33


CHANGE MANAGEMENT

Change Management Process

The objective of Change Management is to provide for the orderly installation ormodification of resources while minimizing the impact to our Customers. A summaryof the change management process follows.

Change Entry

Opening a Change Request Ticket in response to a Customer request or an internalbusiness requirement by SunGard.

Change Assessment

Analyzing the change for feasibility, risk, and impact to the environment. This resultsin an impact level, an estimated delivery date, and an assignee to implement thechange. Changes that have a zero impact are implemented as soon as possible.

Change Preparation

Preparing the environment prior to the actual change installation. This includes off-loading install files, testing (if possible), and the development of verification andback-out procedures.

Change Review

This involves a weekly review of changes by representatives of each technical groupas well as Customer representatives from the Service Desk and Customer Serviceteams. Changes that are approved at the review meeting are scheduled for install;otherwise the reason for denial is documented. Change schedules are dependant onimpact level or Customer authorization.

Change Install

Actually activating and verifying the change; for complex changes this usuallyrequires a Service disruption to the component being changed.

34


Determining Change Priority

Change requests are prioritized as Minor, Major, or Critical Priority. Standard Lead-Times are defined for many tasks as described in the Service Definitions section ofthis Services Guide. In order for SunGard to process and implement a change requeston an expedited basis you must indicate that the request is of a Critical or MajorPriority.

Major Priority ChangeIndicate that a requested change is a Major Priority when there is a need to improveon the Standard Lead-Time but there is still time to schedule the installation. Forexample, if the Standard Lead-Time is 10 days but you need the work completed in 7days.

Critical Priority ChangeIndicate that a requested change is Critical in nature when there is a need toimplement the change in the minimum possible amount of time. For example, thetype of change being requested is normally implemented during the weekend changewindow but you need the work to be completed over-night.

Critical and Major Priority changes must be requested directly by phone to theService Desk, rather than through email. These changes affect resource allocationand can potentially bypass certain change management rules. SunGard will usecommercially reasonable efforts to honor these requests but cannot guarantee thatthe requested dates/times will be met. The nature of these changes increases therisk to negatively impact Service availability. Further, depending on the type ofchange, SunGard may require a release letter from Customer prior to SunGardcommencing activities in support of the change.

Change Notification

The availability of infrastructure components may be impacted in order for SunGardto perform preventative maintenance, upgrades, enhancements, and Incidentresolution. These types of changes are strictly managed through the ChangeManagement Process and are implemented during the windows identified underChange Scheduling on the following page. Facility or Network Outages necessaryin order to perform infrastructure changes are limited to the 3rd weekend of eachmonth. Customer notification of such changes shall occur on or before the Mondayprior to the weekend of the scheduled change.

There will be times when SunGard will install infrastructure changes on an expeditedbasis in order to prevent additional problems from arising. Examples would includefixing failed components, eliminating new security exposures, or adding resources tomeet a critical business need. Only SunGard executive management can authorizeCritical or Major Priority infrastructure changes. Customer notification of suchchanges shall be made as soon as possible once the change is authorized.

35


SunGard will initiate changes to Customer-contracted Services when appropriate forthe Service and only after notification to the Customer. The Customer will be askedto authorize changes to their dedicated Equipment that require or may result in anoutage. For example: recommended microcode or Software patches; responding tovendor Software security alerts; administrative changes required for the maintenanceof service levels; and regular ongoing support as defined for the specific Service.

Change Scheduling

Change Impact Levels and Standard Lead-Times

ImpactLevel

ServiceImpact

Examples Lead-Time

High Definite An Outage is required or severe performance or functionalitydegradation is expected to occur during installation or back out

Examples: Facility Maintenance

34 Days

Moderate Possible An Outage is possible or severe performance or functionalitydegradation is possible during installation or back out but maynot be expected

Examples: Configuration Changes, Hot Swappable Cardreplacement

14 Days

Low NotExpected

An Outage is not expected and there is no expected impact toperformance or functionality during installation or back out

Examples: DNS Policy changes, Firewall Policy Changes

N/A

Change Schedule Definitions

SunGard will use commercially reasonable efforts to schedule changes based on thepotential risk of impact to the Customer and service delivery as well as the urgencyof the change.

The preferred installation window for high and moderate impact changes will be theweekend maintenance window (between 1:00 AM and 6:00 AM Sunday). Low impactchanges may be scheduled during the non-prime or weekend maintenance window.

Impact Level Local Device Time Day of the WeekHigh Impact 01:00-06:00 Every 3rd Sunday of the Month

Moderate Impact 01:00-06:00 Every Sunday

Low Impact 20:00-07:00

All Day

Monday-Friday

Saturday-Sunday

36


Section Two

Managed IT ServicesService Definitions

37


SERVICE DEFINITION EXAMPLES

This Section describes how SunGard will deliver Services contracted for on yourSchedule for Managed IT Services. The delivery of each Service is described;including a responsibility matrix, supported task matrix, and, if applicable, anylimitations of the Service.

Responsibility Matrix

Each responsibility associated with the Service is described and the associated ownerof the responsibility is set forth below. A “P” indicates Primary ownership of theresponsibility; an “A” indicates an Assist responsibility.

Example Service Responsibilities

Custo

mer

SunG

ard

Provide connectivity to the device for SunGard monitoring infrastructure. P

Provide monitoring requirements form. P

Test & verify SunGard implemented changes. A P

Supported Tasks Matrix

Each task that is supported in the delivery of the Service is described. The StandardTasks matrix describes the standard changes and updates required to deliver theService, including Standard & Critical Lead-Times in business days, and if a newSchedule is required. Note that one business day implies same day Services if theneeded components are readily available. The Immediate Tasks matrix describes theincidents that are supported on an immediate response basis. When requestingSunGard to perform a task, simply use the task name as provided in the matrix.

Example Service

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Configure Device 102 Configuration change for Control Unit, Director, DASD

or Tape Subsystem, External Modem, Printer, etc.

Install Cabinet 5 2 YInitial install of cabinet, including floor cuts, dualPower feeds, etc.

Immediate Tasks Description

Power Cycle Request to Power Reset server or device.

38


Delivery Notes & Limitations

Specific notes and limitations associated with delivery are described for each Servicecategory. These notes and limitations are important in order to fully understand whatdeliverables are part of the Service. Below are examples of specific delivery issuesthat assist in explaining the Service.

Polling Cycle It is possible that during a polling cycle a device fully resets and theevent is not detected. Monitoring will only detect devices that havenot responded during an entire polling cycle.

False Positive During normal operation, it is possible to receive false-positive alertsthat are caused by network congestion or application activity. Forexample we may receive an alert that the device is not responding,but the device is actually still available. While SunGard’smanagement fabric is designed to mitigate such events; SunGardcannot guarantee such false-positive alerts will not occur.

39


SECURE HOSTING SERVICES

Secure Hosting Bundle

SunGard’s Secure Hosting Bundle Service provides for hardened data center Spaceand support Services as defined in the Schedule and Exhibit for Managed IT Servicesand as further detailed in this Services Guide. The Secure Hosting Bundle providesfor Standard Monitoring Services for ten (10) devices and five (5) hours ofOperational Support Services per month to be allocated across SunGard Provided

Cabinet(s). See the Sections on Standard Monitoring Services and OperationalSupport Services for additional Service descriptions. In order for the Secure HostingBundle Services to be delivered, the following responsibility matrices must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may delay and or prevent SunGard from providing theServices.

Secure Hosting Bundle Standard Responsibilities

Custo

mer

SunG

ard

Provide Hosting Requirements Form. P

Complete & return Hosting Requirements Form. P

Provide two (2) redundant electrical feeds for the cabinets in the Schedule. P

Provide security access cards or codes. P

Provide 24x7 access to the Space. P

Abide by site access policy as defined in this Services Guide. P

Provide Standard Monitoring Services for devices in the Schedule. A P

Provide Operational Support Services for devices in the Schedule. A P

Provide notice within documented Lead-Time-times for requested StandardTasks.

P

Schedule vendor(s) as required when executing requested Standard Tasks. P

Test & verify SunGard implemented Standard Tasks. A P

Provide support for Immediate Tasks. P

Provide cabinets as contracted for in the Schedule P

Install cabinets as contracted for in the Schedule. P

Provide security access cards or lock and key. P

40


Secure Hosting Bundle Tasks

Secure Hosting Bundle

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Add Device 10 5 Y Add a device to the Space

Remove Device 10 5 Y Remove a device from the Space

Add Cabinet 15 10 Y Add a cabinet to the Space

Remove Cabinet 10 5 Y Remove a cabinet from the Space

Increase Space 20 15 Y Increase Space allocation (site dependant)

Cable Management 10 5 Arrange, label, or connect cables per request.


Electrical Failure Investigate & resolve electrical problems in the Space.

Temperature Failure Investigate & resolve cooling problems in the Space.

Security FailureInvestigate & resolve physical security problems in theSpace.

Note: Additional Secure Hosting Bundle tasks are defined under Standard Monitoringand Operational Support Services.

41


Full Infrastructure Management Space

SunGard’s Full Infrastructure Management Space is an exclusive offering available inselect SunGard facilities and includes the required Space and Power needed tosupport all servers managed by SunGard with Operating System ManagementAdvanced or Enterprise Services, as defined herein, and as set forth in the Schedulewith the corresponding Rack Unit (“RU”); In order for Full Infrastructure ManagementSpace to be delivered, the following responsibility matrices must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay delay and or prevent SunGard from providing the Services.

Full Infrastructure Management Space - Responsibilities

Custo

mer

SunG

ard

Provide Hosting Requirements Form. P

Complete & return Hosting Requirements Form. P

Provide two (2) redundant electrical feeds for the Customer-provided orSunGard-provided Equipment in the Schedule.

P

Provide required rack Space and Power for devices being managed in theSchedule.

P

Provide Operational Support Services for devices being managed in theSchedule.

A P

Provide notice within documented Lead-Time-times for requested StandardTasks.

P

Schedule vendor(s) as required when executing requested Standard Tasks. P



Provide cabinet Space for devices being managed in the Schedule. P

42


Full Infrastructure Management Space Tasks

Full InfrastructureManagement Space

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Add Device 10 5 Y Add a device to the Space

Remove Device 10 5 Y Remove a device from the Space

Add Cabinet 15 10 Y Add a cabinet to the Space

Remove Cabinet 10 5 Y Remove a cabinet from the Space

Increase Space 20 15 Y Increase Space allocation (site dependant)


Electrical Failure Investigate & resolve electrical problems in the Space.

Temperature Failure Investigate & resolve cooling problems in the Space.

Security FailureInvestigate & resolve physical security problems in theSpace.

Secure Hosting Services Delivery Notes & Limitations

Site Access All visitors must comply with the Site Access Policy set forth in thefinal Section of this Services Guide.

Temperature SunGard maintains adequate cooling within your Space as measuredby the HVAC system. Certain device configurations and heavilyloaded cabinets or racks can produce temperature conditions deemedinappropriate. In such case, SunGard may require Customer tocontract for additional Space in order to ensure compliance withmanufacturer temperature specifications.

SunGard ensures that conditioned air circulation is directed to areashousing computer Equipment and peripherals. Customeracknowledges that there may be times when corridors and areas, nothousing Equipment, are perceptibly warmer than what is required forcomputer Equipment.

43


SUPPORT SERVICES

Hardware Installation Services

SunGard’s Hardware Installation Services provide for the one-time installation of thehardware devices (Equipment) identified in the Schedule for Managed IT Servicesinto the contracted for Space. In order for the Hardware Installation Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may delayand or prevent SunGard from performing Services hereunder.

Hardware Installation Services Responsibilities

Custo

mer

SunG

ard

Deliver SunGard-provided Equipment to SunGard facility. P

Deliver Customer-provided Equipment to SunGard facility. P

Notify Customer of receipt of Equipment and of damage or other exceptions. P

Provide packing lists and other shipping documents to Customer. P

In accordance with OEM vendor specifications, contract for sufficient Space toaccommodate Customer and or SunGard-provided Equipment at theDesignated SunGard Facility.

P

Provide Equipment list & installation requirements (shelf location, specialPower, etc.)

P

Assemble cabinet or “rack based” Equipment as required. P

Install Customer-provided Equipment into cabinet or rack in accordance withCustomer provided requirements.

P

Install SunGard-provided Equipment into cabinet or rack per OEM vendorspecifications or SunGard requirements.

P

Arrange cables within cabinet or rack per Customer provided requirements. P

Connect Equipment to power source within the cabinet or rack. P

44


Operational Support Services

SunGard’s Operational Support Services provide for SunGard on-site technicalsupport personnel to perform manual tasks, as requested by the Customer,associated with the devices identified in the Schedule for Managed IT Services. Inorder for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may delay and or prevent SunGard from providing theServices.

Operational Support Services Responsibilities

Custo

mer

SunG

ard

Request execution of Immediate Tasks through the Service Desk. P

Assign technical support for Immediate Tasks within 15 minutes of request. P

If applicable, provide written instructions for the insertion and ejection ofremovable media, as well as procedures for the preparation of media for pickupby Customer’s off-site vendor.

P

Execute requested Immediate Tasks. P

Operational Support Services Tasks

Operational SupportServices

Immediate Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Power Cycle Request to power reset server or device.

Inspect EquipmentRequest to inspect external conditions on server ordevice.

Enter CommandsRequest to enter specific commands on server ordevice.

Handle Media Insert or swap tape or CD.

45


Support Services Delivery Notes & Limitations

Receipt ofEquipment

Delivery of Customer Equipment to a SunGard facility must beprescheduled. SunGard will not accept C.O.D. deliveries. SunGard willnotify Customer within one (1) business day of receipt of Customer’sshipment. If Customer does not acknowledge or confirm receipt ofSunGard’s notification regarding an Equipment delivery within three(3) business days of receipt, the Equipment may be returned toCustomer at Customer’s expense. It is Customer’s responsibility topromptly inventory all Customer Equipment received at the SunGardfacility unless otherwise agreed to in writing between the parties.

Power If Equipment is provided with redundant power feed capability,SunGard will connect each feed to separate and redundant powersources (provided that Customer cabinet or rack has dual feedcapability). Equipment must connect to standard 20 Amp AC service.It should be noted that certain requirements may result in time andmaterial charges to provide appropriate power connections.

SupportedEquipment

Hardware Installation Services are provided for rack-mounted devicescurrently supported by the OEM only.

OtherServices

Hardware Installation Services do not include ongoing Equipmentsupport, OS or Software support, DB support, performance analysis,capacity planning, design and architecture, or any other service notpreviously identified.

46


SERVER SERVICES

Equipment Management Services

SunGard’s Equipment Management Services provide for the daily support of servers,storage systems, and other devices identified in the Schedule for Managed ITServices to which Customer has contracted for Equipment Management Services. Inorder for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may delay and or prevent SunGard from providing theServices.

Equipment Management Services Responsibilities

Custo

mer

SunG

ard

Select Equipment from supported vendors and models. P

Purchase of selected Customer-provided Equipment. 1 P A

Purchase of selected SunGard-provided Equipment. P

In accordance with OEM vendor specifications, contract for sufficient Space toaccommodate Customer and/or SunGard-provided Equipment

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendorsupport for Customer-provided Equipment.

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendorsupport for SunGard-provided Equipment.

P

Secure Software maintenance agreements for 24x7 OEM vendor support forCustomer-provided Software.

P

Secure Software maintenance agreements for 24x7 OEM vendor support forSunGard-provided Software.

P

Provide letter of agency for Customer-provided Equipment and Softwaremaintenance agreement.

P

Provide verification of Equipment and Software maintenance agreements. P

Provide verification of Software license agreements. P

Provide maintenance agreement change notification. P

Maintain vendor maintenance contract(s) for Customer-provided Equipment andSoftware.

P

Maintain vendor maintenance contract(s) for SunGard-provided Equipment areand Software.

P

Provide specification sheets & installation guides for Customer-providedEquipment.

P

Provide SunGard root security password and IDs for Customer-providedEquipment.

P

Maintain Equipment list in asset inventory. P

Resolve reported or detected Equipment failures through maintenance vendorusing reasonable efforts.

P

Provide notice within documented Lead-Times for requested Standard Tasks. P

47


Equipment Management Services Responsibilities (continued)

Custo

mer

SunG

ard

Schedule vendor as required when executing requested Standard Tasks. P

Resolve disputes & Service issues with Customer selected maintenance vendor. P



1 SunGard may assist Customer in the purchasing of selected Equipment &maintenance, but Customer shall in all cases be the actual “purchaser” of theEquipment.

Equipment Management Services Tasks

EquipmentManagement Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Configure Device 10 2Configuration change for Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, etc.

Install CPU 5 1 Add CPU(s) to existing server or device.

Install Disk 5 1 Add Disk to existing server or device.

Install I/O Card 5 1 Add I/O Card to existing server or device.

Install Memory 5 1 Add Memory to existing server or device.

Install Power Supply 5 1 Add Power Supply to existing server or device.

Install System Board 5 1Add System Board, Planer Board, and DaughterBoard to existing server or device.

Move CPU 5 1Move, Swap or Replace CPU(s) in existing server ordevice.

Move Device 5 5 Y

Move, Swap or Replace Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, CDROM, Keyboard, Console, etc.

Move Disk 5 1Move, Swap or Replace Disk Drive in existing serveror device.

Move I/O Card 5 1Move, Swap or Replace I/O Card in existing server ordevice.

Move Memory 5 1Move, Swap or Replace Memory in existing server ordevice.

Move Power Supply 5 1Move, Swap or Replace Power Supply in existingserver or device.

Move server 5 5 Y Move server to new shelf, location, and cabinet.

48


Equipment Management Tasks (continued)

EquipmentManagement Services

Standard Tasks (Cont) Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Move System Board 5 1Move, Swap or Replace System Board, Planer Board,Daughter Board in existing server or device.

Remove Device 5 5 Y

Permanent removal of Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, CDROM, Keyboard, Console, etc.

Remove Disk 5 1Permanent removal of Disk Drive from existing serveror Device.

Remove I/O Card 5 1Permanent removal of I/O Card from existing serveror device.

Remove Memory 5 1Permanent removal of Memory from existing serveror device.

Remove Power Supply 5 1Permanent removal of Power Supply from existingserver or device.

Remove server 5 5 YPermanent removal of server from cabinet or locationon floor.

Remove SystemBoard 5 1

Permanent removal of System Board, Planer Board,Daughter Board from existing server or device.

Upgrade Microcode 10 5 YUpgrade version or revision of microcode orfirmware.





CPU Failure CPU has failed or reporting errors.

Disk Failure Disk Drive has failed or reporting errors.

I/O Card Failure I/O Card has failed or reporting errors.

Memory Failure Memory has failed or reporting errors.

Power Supply Failure Power Supply has failed or reporting errors.

Tape Drive Failure Tape Drive has failed or reporting errors.

Device Failure

Control Unit, Director, DASD subsystem, Tapesubsystem, Printer, Console, CD ROM, or other devicefailure.

49


Operating System Management Services

Operating System Management Standard Services

The following Services are included for the number of servers defined in the Schedulefor Managed IT Services for which Operating System Standard Management Serviceshave been contracted for:

o Advanced Monitoring – Operating Systemo Equipment Management Serviceso Data Backup Services (priced separately, but required)

As an option, Customer may elect to extend the contracted for Operating SystemManagement Services to include support for direct attached storage device(s). DirectAttached Storage is, by definition, computer storage that is directly attached to onlyone server via an internal SCSI or SATA RAID controller. Direct Attached Storagedevices are natively managed by the attached server’s operating system, and are notdirectly accessible to other servers without special support.

Operating System Management Advanced Services

The following Services are included for the number of servers defined in the Schedulefor Managed IT Services for which Operating System Management Advanced Serviceshave been contracted for:

o Advanced Monitoring – Operating Systemo Equipment Management Serviceso Data Backup Services (priced separately, but required)

Operating System Management Enterprise Services

The following Services are included for the number of servers and their virtual/logicalpartitions defined in the Schedule for Managed IT Services for which OperatingSystem Management Enterprise Services have been contracted for:

o Advanced Monitoring – Operating Systemo Equipment Management Serviceso Operating System Management Advancedo Partition Managemento Cluster Managemento Data Backup Services (priced separately, but required)

Note: “Enterprise Servers” are defined as servers capable of running multiple OSinstances on one hardware platform, where the OS instances are isolated from eachother through logical (Software/firmware) or physical (hardware) partitioning; orServers configured in an application cluster.

Examples of Enterprise Servers:

IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire™ & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux)

50


Sun Cluster (on Solaris) Servers configured using Oracle RAC

Note: In order for SunGard to provide Operating System Management EnterpriseServices, at SunGard’s discretion, Customer may be required to provide theappropriate management console (hardware and Software), for SunGard’s exclusiveuse, to manage the servers with logical and/or physical partitions.

For example purposes, in order for SunGard to manage an IBM pSeries or iSeriesserver with LPARs, Customer must supply the appropriate IBM HardwareMaintenance Console (HMC), which will be accessed exclusively by SunGard.

Examples of Direct Attach Storage Devices:

Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24

Note: The requirements for support of a DAS device are: The DAS device must be from the same vendor as the server to which it is being attached The tools used to manage the DAS device must be the same tools used to manage the

internal disks in the server There are no network switches, external controllers or third party Software used to enable

the connection to the device

51


Operating System (OS) Management Standard Services

SunGard’s Operating System (OS) Management Standard Services provide for theday-to-day support, in conjunction with a Customer’s internal IT team, of the serverOS as set forth on the Schedule for Managed IT Services. In order for the Services tobe delivered Customer must a) contract with SunGard for LAN Services and Standardor Advanced Data Backup Services, and b) contract with SunGard for a SunGardprovided KVM switch and monitor. The following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that OS Management Standard Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andAdvanced Monitoring Services – Operating System. Please refer to each Servicedefined herein for additional Service descriptions.

OS Management Standard Services Responsibilities

Custo

mer

SunG

ard

Provide System Management Requirements Form. P

Complete System Management Requirements Form. P

Provision OS Software products from supported vendors. P

Provide specification sheets for Software. P

Authorize SunGard to install management Software & agents. P

Allow connectivity to the server from the SunGard management infrastructure. P

Provide dedicated backup and management network interface cards. P

Perform initial OS installation and configuration. P

Perform quarterly assessment of vendor recommended Software maintenanceupdates.

P

Perform continuous assessment of vendor recommended critical security patchupdates and apply as requested.

P

Notify Customer of vendor recommended Software maintenance & releasechanges and apply as requested.

P

Manage shared control of OS security privileges. A P

Design and implement OS logical backup procedures. A P

Design and implement OS recovery procedures. P

Install anti-virus Software on all managed Windows servers P


Perform requested Standard Tasks. P



52


OS Management Standard Tasks

OS ManagementStandard Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Backup Configuration 5 1 Configure backups for OS file systems.

OS Level Upgrade 10 5 Apply OS patch bundle (Service Pack).

OS Patch 5 1 Apply single OS level patch.

OS Version Upgrade 15 5 Y Upgrade OS to newer version.

Security Hardening 5 5 Apply security-hardening updates to OS.

Hostname Change 5 2 Y Change Hostname of the computer

Security Rules 5 1 Modify data security rules.

Immediate Tasks1 Description

Connection FailureInvestigate connectivity failure, inability to access OSor application, port down, etc.

CPU Utilization Investigate CPU utilization exceeding threshold.

Disk Utilization Investigate Disk utilization exceeding threshold.

File System Capacity Investigate file system capacity exceeding threshold.

Internet FailureInvestigate failure of network processes HTTP, FTP,DNS, etc.

Memory Utilization Investigate memory utilization exceeding threshold.

Process DownInvestigate process failure, process down or runawayprocess.

Restore OS Files Request to restore files from OS backups.

System FailureInvestigate OS failure, kernel panic, and systemcrash.

System Restart Request to restart OS.

Note: Support of Software Utilities requires a Schedule for Managed IT Services onwhich Customer is contracting with SunGard for Application Support – System UtilityServices.

1 For these tasks, SunGard will follow a pre-defined Customer-supplied writtenprocedure. If no procedure is provided, then SunGard will notify the designatedCustomer contact(s) in accordance with standard SunGard policy, when a designatedthreshold is exceeded or a failure has been detected.

53


Operating System (OS) Management Advanced Services

SunGard’s Operating System (OS) Management Advanced Services provide for day-to-day support of the server OS as identified in the Schedule for Managed ITServices. In order for the Services to be delivered, Customer must a) contract withSunGard for LAN Services and Standard or Advanced Data Backup Services, and b)contract with SunGard for a SunGard provided KVM switch and monitor. Thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that OS Management Advanced Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andAdvanced Monitoring Services – Operating System. Please refer to each Servicedefined herein for additional Service descriptions.

OS Management Advanced Services Responsibilities

Custo

mer

SunG

ard




Provide specification sheets & installation guides for Software. P




Configure hardware RAID for operating system and program files. P

Perform initial OS installation and configuration. Also, installation andconfiguration of management Software & agents.

P

Provide start-up/shutdown documentation for the server. P

Perform quarterly assessment of vendor recommended Software maintenanceupdates and apply as requested.

P

Perform continuous assessment of vendor recommended critical security patchupdates, notify Customer via SunGard’s Portal and apply as requested.

P

Provide OS “hardening” recommendations as requested. P

Define OS “hardening” requirements. P A

Accept OS “hardening” procedures or provide written authorization to bypass. P

Maintain control of root/Administrator security password and IDs1 P

Administration of 10 Active Directory and/or LDAP accounts. 2 A P

Design and implement OS logical backup procedures. A P

Design and implement OS recovery procedures. P


54


OS Management Advanced Services Responsibilities (continued)

Custo

mer

SunG

ard

Monitor Customer’s volumes for disk space thresholds and alert Customer. A P

If Customer contracts for Full Infrastructure Management Space, SunGard willprovide the Space and the redundant Power for the server.

P





1 Reference the 'Customer Administrator/Root Access' in the Server Services Notes &Limitation section for further information regarding shared access.2 Administration for more than 10 Active Directory, LDAP, and/or Local accounts bySunGard, requires that Customer must contract for Managed Access Services.

OS Management Advanced Services Tasks

OS ManagementAdvanced Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description


File System Copy 5 1 Move File systems between partitions or devices.

File System Create 2 1 Create File system, partition or volume.

File System Move 5 1 Move File systems between partitions or devices.

Internet Configuration 10 5 Install DNS, FTP, HTTP, SMTP, Sendmail, etc.

MonitoringConfiguration 3 1 Install & configure OS monitoring agent.

OS Build 5 2 YInitial build of OS on new server or re-build onexisting server.

OS Configuration 5 1Configure OS Parameters, Kernel, Start-Up, Devices,etc.







Note: Support of Software Utilities requires a Schedule for Managed IT Services onwhich Customer is contracting with SunGard for Application Support – System UtilityServices.

55


OS Management Advanced Services (continued)









Restart Application Request to restart application.


Swap UtilizationInvestigate swap space utilization exceedingthreshold.



56


Operating System (OS) Management Enterprise Services

SunGard’s Operating System (OS) Management Enterprise Services provide for theday-to-day support of the server OS as identified in the Schedule for Managed ITServices. In order for the Services to be delivered, Customer must a) contract withSunGard for LAN Services (for the physical network) and Standard or Advanced DataBackup Services, and b) contract with SunGard for a SunGard provided KVM switchand monitor. The following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that OS Management Enterprise Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services, LANServices (for virtual networks configured within the Server) and Advanced MonitoringServices – Operating System. Please refer to each Service defined herein foradditional Service descriptions.

OS Management Enterprise Services Responsibilities

Custo

mer

SunG

ard









Perform initial OS installation and configuration. Also, installation andconfiguration of management Software and agents.

P

Provide start-up/shut down documentation for the server. P


P

Perform continuous assessment of vendor recommended critical security patchupdates, notify Customer via the MySunGard.com as necessary.

P

Notify Customer of vendor recommended Software maintenance and releasechanges via SunGard’s Portal and apply as necessary.

P

Provide OS “hardening” recommendations P


Accept OS “hardening” procedures or provide written authorization to bypass. P

Maintain control of root security password and IDs1 P

Administration of 10 Active Directory and/or LDAP accounts. 2 A P

Design and implement logical or physical partitions. A P

Design and implement OS logical backup procedures. P

57


OS Management Enterprise Services Responsibilities (continued)

Custo

mer

SunG

ard

Install and maintain Customer-provided and SunGard supported clusteringapplication.

P

Provide support for a flat Active Directory P

Design and implement OS restoration procedures. P


Monitor Customer’s volumes for disk space thresholds and alert customer A P

If Customer contracts for Full Infrastructure Management Space, SunGard willprovide the Space and the redundant Power for the server.

P





1 Reference the 'Customer Administrator/Root Access' in the Server Services Notes &Limitation section for further information regarding shared access.2 Administration for more than 10 Active Directory, LDAP, and/or Local accounts bySunGard, requires Managed Access Services.

OS Management Enterprise Services Tasks

OS ManagementEnterprise Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description







OS Build 5 2 YInitial Build of OS on new server or Re-Build onexisting server.







58


OS Management Enterprise Services Tasks (continued)

OS ManagementEnterprise Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Hostname Change 5 2 Y Change Hostname of the computer or partition.

Create Partition 10 5 Y Create a logical or physical partition on server.

Delete Partition 5 1 Y Delete a logical or physical partition on server.

Modify Partition 5 1Modify the configuration of a logical or physicalpartition.

Start Partition 1 UP a partition on a server.

Stop/SuspendPartition 5 1 DOWN a partition on a server.

Move Partition (Cold) 5 1Move a partition from one cluster to another via filecopy and restart procedures.

Move Partition (Live) 5 1Move a live partition from one cluster to another viaOS supported methodology.

Reboot Partition 5 1 Restart a logical or physical partition

Please note that any SunGard-provided support of Software Utilities requires aSchedule on which Customer has contracted with SunGard for Application Support -System Utility Services.


Connection FailureInvestigate Connectivity failure, inability to access OSor application, port down, etc.



File System Capacity Investigate File System capacity exceeding threshold.


Memory Utilization Investigate Memory utilization exceeding threshold.




Swap UtilizationInvestigate Swap space utilization exceedingthreshold.



59


Server Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software for which Customerhas contracted for any Server Services, SunGard does notguarantee a Time To Fix. SunGard will engage and managevendors in accordance with the terms of the third partymaintenance agreement. Customer acknowledges that SunGardis not responsible for vendor failure to deliver parts or repairswithin maintenance agreement timelines. Customer’s solerecourse for Equipment and Software failure lies with the OEMor maintenance vendor.

Licenses Customer must provide and make available to SunGard alllicense information related to the Software for which SunGard isto provide OS Management Standard, Advanced and EnterpriseServices.

Logs OS logs are monitored from the SunGard management fabric foralert and critical level conditions. OS logs are not manuallyreviewed unless a problem is detected.

UnsupportedSoftware

Failures associated with user written or other Software notunder contract with SunGard for Services will be investigatedsolely to the point of determining that the SunGard supportedSoftware is functioning properly. If no defect can be found inthe SunGard supported Software (OS, System Utility, or DBMS),but user written or other unsupported Software ismalfunctioning, the responsibility for related outages as well asresolution is with the Customer.

Other Services Server Services do not include proactive performance analysis,capacity planning, design and architecture, or any other tasknot previously identified in the Standard Tasks for that Service.

OS Partitions Non partitioned servers are only supported by OS ManagementStandard or Advanced Services, which provides for OSManagement of one (1) OS instance. Servers with multiple OSpartitions are only supported by OS Management EnterpriseServices. In order to effectively manage servers supported byOS Management Enterprise Services, all OS partitions on theserver must be managed and separately identified in theSchedule for Managed IT Services.

SupportedHardware

SunGard supports the server class computers from the followingmanufactures: Dell, HP, IBM and Sun. Due to integratedcomponents within Blade servers, support for Blade serversfrom the manufacturers listed in the first sentence is on a case-by-case basis.

SupportedOperating Systems

SunGard only supports HP-UX, IBM AIX and OS400, MicrosoftWindows (server Editions), Red Hat Linux Enterprise Edition,and Sun Solaris (SPARC) Operating Systems that are not End ofLife (EOL). Support for OS's that have been recently releasedor nearing EOL, should be confirmed with the SunGard’ssystems services group.

60


Server Services Delivery Notes & Limitations (continued)

CustomerAdministrator/RootAccess

SunGard will allow shared root access or administrator accessprovided: SunGard maintains control of a root or administrator

security password and ID. Customer’s access is traceable via a SunGard supplied

process.

SupportedClustering Utilities

For Operating System (OS) Management Enterprise Servicesonly, SunGard supports the following clustering utilities: HPServiceGuard, IBM HACMP, Microsoft Windows ClusteringServices, Sun Cluster, and Veritas Cluster server. Support forclustering utilities that have been recently released or nearingEOL, should be confirmed with SunGard’s Systems Servicesgroup.

Active Directory In order for SunGard to Manage an Active Directory server: There must be two servers dedicated exclusively as Active

Directory domain controllers for each domain to bemanaged.

OS Management Advanced or Enterprise Services must becontracted for on all Active Directory domain controllers

SunGard will manage a one (1) Organizational Unit. SunGard will manage a one (1) custom Group Policy. Customer must provide the design details of all Active

Directory components to be managed by SunGard. Administration for more than ten (10) Active Directory

accounts or one (1) Organizational Unit by SunGard,requires Managed Access Services.

61


Server Services Delivery Notes & Limitations (continued)

VMware The following apply to VMware ESX Servers. In order to manage VMware ESX servers, SunGard requires

that all VMware servers under management be connected toSunGard’s management infrastructure (with a SunGardmanagement switch with layer 3 capabilities) and VMwareVirtual Center console, which are exclusively accessed bySunGard.

o Note: VMware ESX servers are limited to one (1)VMware Virtual Center console connection, thereforea VMware ESX server may not be connected toanother VMware Virtual Center console for Customeruse.

In order to support VMware ESX’s VMotion, VMotion DRSand HA options:

o A minimum of four (4) 10/100/1000 Ethernetnetwork adapters per server are required; one (1) forProduction, one (1) for server-to-server heart beat;one (1) for Data Backup Services; and one (1) forMonitoring and Management Services.

o A Storage Area Network (SAN) is required and mustbe designed to enable all the VMware ESX servers ina VMotion, VMotion DRS or HA cluster have:o Connectivity to all SAN LUNs (Fibre Channel) used

by the virtual machines.o Access to the same physical networks.o Compatible CPUs.

If the virtualized environment within a VMware ESX servercontains multiple virtual network tiers (ie. Web, Application,Database), a 10/100/1000 Ethernet network adapters willbe required for each tier to support Data Backup Services.Data Backup Services for further information.

The following VMware options are not supported:o Snapshotso Consolidated Backup

62


APPLICATION SERVICES

SunGard has enhanced the portfolio of available Application Services to include:Managed Citrix® Services; Managed Exchange Services; Managed SAP® Servicesand Managed Oracle eBusiness® Suite Services. In order to support these Servicesand simplify the contracting of Application Management Services, SunGard haschanged the way Application Services are represented on the Schedule for ManagedIT Services and defined within the Services Guide, as described below.

Application Services will be represented on the Schedule for Managed IT Serviceswith Application Service Name followed by the underlying Operating SystemManagement Services Name being contracted for by Customer

For Example:

Managed SAP Services with Operating System Management Advanced ServicesManaged SAP Services with Operating System Management Enterprise Services

63


Standard Application Support – Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEENREPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUETO SUPPORT STANDARD APPLICATION SUPPORT – DATABASE SERVICES ONEXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THEREMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THATSUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIRSUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARDTO THE REPLACEMENT SERVICES.

SunGard’s Standard Application Support - Database (DB) Services provide forsupport of the number of database servers and instances as identified in theSchedule for Managed IT Services. In order for the Services to be delivered Customermust a) contract with SunGard for LAN Services and Standard or Advanced DataBackup Services, and b) contract with SunGard for a SunGard provided KVM switchand monitor. The following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

Please note that Standard Application Support – Database Services is a bundledService, which includes OS Management Standard Services, Hardware InstallationServices, Equipment Management Services, Advanced Monitoring Services –Operating System and Advanced Monitoring Services – Database. Please refer toeach Service defined herein for additional Service descriptions.

Standard Application Support - Database Services Responsibilities

Custo

mer

SunG

ard

Provide Database Management Requirements Form. P

Complete Database Management Requirements Form. P

Provision licensed Software products from supported vendors. P

Provision DB Software maintenance agreements for 24x7 OEM vendor support. P

Provide specification sheets and installation guides for DB configurationrequirements.

P

Provide verification of Software license and Software maintenance agreements. P

Provide letter of agency for Software maintenance agreements. P


Maintain vendor maintenance contracts for Software. P

Perform initial DB Software product installations & configurations. P

Perform assessment of Software maintenance or version updates. P

Install and configure monitoring agent in accordance with Requirements Form P

Design and implement DB backup procedures. A P

Design and implement DB recovery procedures. A P

Provide sufficient space and target system downtime for test DB restores. P

Access to user with full DB rights (SYSDBA, SA) P

64


Standard Application Support - Database Services Responsibilities (continued)

Custo

mer

SunG

ard

Manage shared control of DB security privileges. P A



Test and verify SunGard implemented Standard Tasks. A P


Standard Application Support - Database Services Tasks

Standard ApplicationSupport – DatabaseServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

DB SoftwareInstallation 15 10 Y Install DB Software on server

New DB Build 10 5 Add new DB to server

New DB Conversion 15 10 Y Migrate / move existing DB to server

New Build MonitorSetup 5 3 Monitoring setup for new DB build

New Feature Install 10 5 Install / configure DB component or new feature

DB Backup Setup 5 3 DB backup setup as outlined in backup procedure

DB Version Upgrade 15 5 Y DB version upgrade, once annual

DB Patch 5 3 Apply DB patch as recommended by vendor support

DB Restore(Production) 2 1 Request to restore DB

DB Restore(Development / test) 5 3 Request to restore DB


DB ConnectionFailure

Investigate connectivity failure, inability to access DBor application, or port down. *

DB Restart Request to restart Database.

DB System Failure Investigate DB failure, hang or crash. *

Database MonitoringEvent Investigate threshold alert

*For these tasks, SunGard will follow a pre-defined Customer written procedure. Ifno procedure is provided, then SunGard will notify the designated Customer contactswhen a designated threshold is exceeded or failure has occurred in accordance withstandard SunGard policy.

65


Advanced Application Support – Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEENREPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUETO SUPPORT ADVANCED APPLICATION SUPPORT – DATABASE SERVICES ONEXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THEREMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THATSUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIRSUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARDTO THE REPLACEMENT SERVICES.

SunGard’s Advanced Application Support - Database (DB) Services provide forsupport of the number of database servers and instances as identified in theSchedule for Managed IT Services. In order for the Services to be delivered Customermust a) contract with SunGard for LAN Services and Standard or Advanced DataBackup Services, and b) contract with SunGard for a SunGard provided KVM switchand monitor, The following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

Please note that Advanced Application Support – Database Services is a bundledService, which includes OS Management Advanced Services, Hardware InstallationServices, Equipment Management Services, Advanced Monitoring Services –Operating System and Advanced Monitoring Services – Database. Please refer toeach Service defined herein for additional Service descriptions.

Advanced Application Support – Database Services Responsibilities

Custo

mer

SunG

ard





Provide specification sheets & installation guides for DB configurationrequirements.

P

Provide verification of Software license & Software maintenance agreements. P





Perform annual assessment of vendor recommended Software release/versionupdates.

P

Perform continuous assessment of vendor recommended critical security patchupdates.

P

Notify Customer of vendor recommended Software patch, maintenance &release changes.

P

Install and configure monitoring agent based on Requirements Form P

66


Advanced Application Support – Database Services Responsibilities(continued)

Custo

mer

SunG

ard

Design and implement DB backup procedures. A P

Design and implement DB recovery procedures. A P

Manage control of DB security privileges. A P





Advanced Application Support – Database Services Tasks

Advanced ApplicationSupport – DatabaseServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description


New Database Build 10 5 Add new or reinstall DB to server

New DatabaseConversion 15 10 Y Migrate / move existing DB to server



DB Backup Setup 5 3 Configure DB Logical Backups.

DB Backup Execution 3 1 Execution of DB backup including exports

DB ConfigurationChange 3 1 Any DB configuration change & tuning parameter

DB Security 3 1 Add / change / delete user role

DB Storage 3 1 Add / change / delete DB storage

DB Reorgs 5 3 Reorganize tables, indexes or table spaces

DB Copy /Move /Refresh 5 3

DB copy / move / refresh between partitions onsupported server





67


Advanced Application Support – Database Services Tasks (continued)


DB ConnectionFailure Investigate failure to connect to DB

DB License Failure Investigate Software license failure.

DB Security FailureInvestigate security failure, blocked access or systemcompromised.

DB Monitoring Event Investigate threshold alert

DB Restart Request to restart DB.

DB System Failure Investigate DB failure, hang or crash.

DB Performance Investigation of performance issues

68


Managed Database Services

SunGard’s Managed Database Services provide for support of the number ofdatabase servers and instances as identified in the Schedule for Managed ITServices. The following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Managed Database Services include Advanced Monitoring Services –Database and are available with either Operating System Management Advanced orEnterprise Services. Please refer to each Service defined herein for additionaldescription and requirements, as well as the summary table below for anunderstanding of which features are available depending on the Operating SystemManagement Services selected in conjunction with Managed Database Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Managed DatabaseServices with

Operating SystemManagement

Advanced Services

Managed DatabaseServices with


Enterprise Services

24x7 Monitoring

Equipment Management

Physical Server Installation

Asset Management

Online Reports

Provision and Manage Tape Backup

24x7 Troubleshooting

Proactive Patch Management

Initial OS & Database Provisioning &Installation

Full System and DatabaseAdministration

Maintain sole control of relatedadministrative/service securitypassword and IDs

Cluster Management

Partition Management

69


Managed Database Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Database Services Requirements Form. P

Complete Managed Database Services Requirements Form. P

Size necessary hardware and Software to accommodate Customer’s

database requirements.

P A

Provision supported version of database Software from vendor or contract forsupported version of database Software from SunGard’s Software LicensingServices offering.

P

Provision database Software maintenance agreements for 24x7 OEM vendorsupport 1.

P

Provide letter of agency for database Software maintenance agreement1. P

Provide database Software maintenance agreement change notification1. P

Maintain vendor database Software maintenance contracts1. P

Provide initial Database Software installation specifications. P A

Perform initial database Software product installations & configurations asrequired.

P

Provide Advanced Monitoring Services - Database Services RequirementsForm.

P

Complete Advanced Monitoring Services - Database Services RequirementsForm.

P A

Install and configure database Software monitoring agents based onAdvanced Monitoring Services – Database Requirements Form

P

Monitor and report on database application with regard to availability. P

Provide remedial support for database Software related incidents identifiedthrough monitoring or as a result of an incident reported by Customer.

P

Perform annual assessment of vendor recommended Softwarerelease/version updates (upon Customer request).

P

70


Managed Database Services Responsibilities (continued)

Custo

mer

SunG

ard

Notify Customer via SunGard’s Portal of vendor recommended Softwaremaintenance release/version updates and apply upon request.

P

Notify Customer of vendor recommended critical security patch updates andapply as requested.

P

Design and implement database backup procedures. A P

Design and implement database recovery procedures. A P

Maintain sole control of related administrative/service security password andIDs.2

P

Install and configure database clustering on supported Servers. ONLYAPPLICABLE WHEN DATABASE MANAGEMENT IS DELIVERED INCONJUNCTION WITH OPERATING SYSTEM MANAGEMENT ENTERPRISESERVICES.

P

Test and verify connectivity. P

Startup and shutdown processes as needed with regard to databaseavailability.

P

Configure remote access. P





1 Not applicable if Customer contracts for database Software from SunGard’sSoftware Licensing Services. In such case, the maintenance support agreement willbe managed by SunGard.

2 Reference the 'Customer Administrator/Root Access' in the Server Services Notes &Limitation section for further information regarding shared access.

71


Managed Database Services Tasks

Managed DatabaseServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description






DB Backup Setup 5 3 Configure DB Logical Backups.





DB Reorgs 5 3 Reorganize tables, indexes or tablespaces



DB Upgrade 15 5 Y DB point release upgrades


New non-standardsolutions/applications 15 10

Installation and configuration of non-standard solutionsand applications

DB Restore(Production) 2 1

Request to restore DB in the event of a hardwarefailure or SunGard related issue

DB Restore(Development / test) 5 3

Request to restore DB in the event of a hardwarefailure or SunGard related issue









72


Managed Citrix Services

SunGard’s Managed Citrix Services provide for the support of Citrix PresentationServer as identified in the Schedule for Managed IT Services. The followingresponsibility matrix must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGardfrom providing the Services.

Managed Citrix Services for Citrix environments consisting of two or less servers,include installation, configuration and management of a Microsoft SQL ServerDesktop Engine ®(MSDE) database on the Citrix server for the Citrix Data Store.

For environments with three or more Citrix servers, SunGard requires a separate SQLserver database for the Citrix Data Store and licensing data. In order to meet theSQL database requirement, Customer must contract with SunGard for ManagedDatabase Services (Advanced or Enterprise). The SQL Database does not have to bededicated to the Citrix environment, i.e. it could be a separate instance on anexisting Customer database server managed by SunGard.

Please note that Managed Citrix Services include: (a) Operating System ManagementAdvanced or Enterprises Services; and (b) Managed Database Services (applicable toenvironments with 3 or more Citrix servers). Please refer to the Services definedherein for additional description, as well as the summary table below of ManagedCitrix activities.

SUMMARY TABLE

PRIMARY ACTIVITIES

Managed Citrix Services withOperating System Management

Advanced or Enterprise Services

24x7 Monitoring



Asset Management




Initial OS & Citrix Provisioning &Installation

Full System and Citrix Administration


Citrix Farm (load balancing andfailover) Management

73


Managed Citrix Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Citrix Services Requirements Form. P

Complete Managed Citrix Services Requirements Form. P

Size necessary hardware and Software to accommodate Customer’s Citrixrequirements.

P A

Perform initial Citrix installation & configuration as required on the hostedCitrix infrastructure.

A P

Procure the required number of Microsoft® Terminal Services licenses basedon the number of concurrent users.

P

Install the Microsoft Terminal Services licenses provided by Customer. P

Procure the required number of Citrix “Concurrent User Connection” licensesbased on the number of concurrent users.

P

Install the Citrix Concurrent User Connection licenses provided by Customer. P

Procure and maintain Citrix “Subscription Advantage” Software maintenance. P

Procure and maintain vendor contract for Citrix technical support. P

Provide letter of agency for Citrix maintenance support contract. P

Procure and install Customer owned Citrix applications. P

Publish Citrix “certified” Customer owned applications. A P

Install and configure the database instance for Citrix Data Store. P

Install Microsoft supplied default print drivers and the current Citrix universalprint driver, as requested.

P

Install and support third-party print drivers. P

Troubleshoot end-user print issues. P

Provide remedial support for Citrix related incidents identified throughmonitoring or as a result of an incident reported by Customer.

P

Configuration of Citrix Farms and Sub Farms, including Citrix load balancingand failover parameters.

A P

Setup, maintenance and distribution of Citrix Client Software to end-users. P

Perform annual assessment of vendor recommended Software release/versionupdates upon request.

P

Provide Customer a list of vendor recommended Software maintenancerelease/version updates and apply as requested.

P

Provide Customer a list of vendor recommended critical security patchupdates and apply as requested.

P

End user account administration. P

Support for remote desktop support and/or roaming profiles. P A

Verification and validation of published applications and desktops. P

Provide recommended Citrix backup policies. P

Request implementation of Citrix backup policies. P A

Provide notice within documented lead-times for requested Standard Tasks. P

74


Managed Citrix Services Responsibilities (continued)

Custo

mer

SunG

ard


Test & verify Vendor implemented Standard Tasks. A P


Managed Citrix Services Tasks

Managed CitrixServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Citrix Re-Build 5 2 Y Re-Build of Citrix server on existing server.

Citrix ConfigurationChanges 5 1

Configure requested changes to Citrixparameters, OS, start-up, devices, etc.

Publish Application 5 2 Publishing of Citrix application

Citrix Patch 5 1 Apply single Citrix level patch

Citrix Upgrade 10 5 Y

Perform point release upgrades (i.e., PresentationServer 4.0 to 4.5).

Citrix EditionUpgrade 15 5 Y

Perform upgrade to new Citrix edition (i.e.,Standard to Enterprise).


Connection FailureInvestigate connectivity failure, inability to accessOS or application, port down, etc.

Process DownInvestigate process failure, process down orrunaway process.


Security FailureInvestigate security failure, revoked user, blockedaccess, system compromised.

Software LicenseFailure Investigate Software License failure.

75


Managed Exchange Services

SunGard’s Managed Exchange Services provide for support of the number ofMicrosoft Exchange servers and mailboxes as identified in the Schedule for ManagedIT Services. The following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Managed Exchange Services include Advanced Monitoring Services –Exchange and are available with either Operating System Management Advanced orEnterprise Services. Please refer to each Services Description for additional detail oneach Service. The summary table below provides a list of available featuresdepending on the Operating System Management Services selected in conjunctionwith Managed Exchange Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Managed ExchangeServices with


Advanced Services

Managed ExchangeServices with


Enterprise Services

24x7 Monitoring



Asset Management

Online Reports




Initial OS & Exchange Provisioning &Installation

Full System and ExchangeAdministration


Cluster Management


76


Managed Exchange Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Exchange Services requirements form. P

Complete Managed Exchange Services requirements form. P

Size necessary hardware and Software to accommodate Customer’s Microsoft

Exchange requirements.P

Provision supported version of Exchange Software from vendor or contract forsupported version of Exchange Software from SunGard’s Software LicensingServices offering.

P

Provision Exchange Software maintenance agreements for 24x7 OEM vendorsupport1.

P

Provide letter of agency for Microsoft Exchange Software maintenanceagreement1.

P

Provide Microsoft Exchange Software maintenance agreement changenotification1.

P

Maintain vendor Microsoft Exchange Software maintenance contracts1. P

Provide initial Microsoft Exchange Software installation specifications. P A

Provide detailed information about current email environment configurationincluding: number of mailboxes, user names, distribution lists, aliases,mailbox size, desktop OS, and location.

P

Provide a valid and registered top-level domain name and support for linkingMX records and DNS records to the managed servers.

P

Perform initial Microsoft Exchange Software installations & configurations asrequired.

P

Identifying end user application performance issues related to email delivery,and assist SunGard in identifying and characterizing performance bottlenecks.

P

Set and enforce mailbox size limits per SunGard recommendations. P

Set and enforce message size limits per SunGard recommendations. P

Ensure that each desktop accessing the Managed Microsoft Exchangeenvironment is running a supported OS with a supported patch level.

P

Provide SunGard with approved Microsoft Exchange server based anti-virus,SPAM and content filtering Software.

P

Install and manage Customer-provided and SunGard approved MicrosoftExchange server based anti-virus, SPAM and content filtering Software.

P

Provide Microsoft Exchange Software monitoring requirements form. P

Complete Microsoft Exchange Software monitoring requirements form. P A

Install and configure Microsoft Exchange Software monitoring agents. P

Monitor and report Microsoft Exchange application for availability. P

Provide remedial support for Microsoft Exchange related incidents identifiedthrough monitoring or as a result of an incident reported by Customer.

A P

Perform email user account creation and administrative related tasks. P

77


Managed Exchange Services Responsibilities (continued)

Custo

mer

SunG

ard

Provide email user technical support services. P

Responsible for testing and certifying all non-SunGard supported third partyvendor patches/updates prior to installation within the Exchange Serversenvironment.

P A

Perform annual assessment of vendor recommended Software release/versionupdates (upon customer request).

P

Notify Customer via SunGard’s Portal of vendor recommended Softwaremaintenance release/version updates and apply as requested.

P


P


Design and implement logical backup & recovery of Software files. A P

Maintain sole control of related administrative/service security password andIDs. 2

P

Install and configure Exchange clustering on supported Servers.(ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES ISDELIVERED IN CONJUNCTION WITH OPERATING SYSTEM MANAGEMENTENTERPRISE SERVICES).

P




1 Not applicable if Customer contracts for Exchange Software from SunGard’sSoftware Licensing Services, the maintenance support agreement will be providedand managed by SunGard.


Managed Exchange Services Tasks

Managed ExchangeServices

Standard Tasks Sta

ndard

Lead

Em

erg

ency

Lead

Schedule

Requir

ed

Description

New Feature Install 10 5

Install / configure Microsoft Exchangecomponent or new feature

Coordinate DNSChange 5 3 Create/delete/modified MX records

Create/delete/modified Mail Store/storagegroup 2 1

Create/delete Mail Store/storage group asrequested

78


Managed ExchangeServices

Standard Tasks(continued) S

tandard

Lead

Em

erg

ency

Lead

Schedule

Requir

ed

Description

Create/delete/modified Mail connector 2 1 Create/delete mail connector

Install SSL Certificate 2 1Install Customer or SunGard administered andprovided SSL Cert

Create/delete/modified mail routingparameters 2 1 Create/delete/modified mail routing parameters

Restore DeletedMailbox frominformation store 2 1

Ability to restore the mailbox is limited to retentionperiod defined by Customer and does not includerestoration from tape (Limited to two instances peryear before additional fees apply)

Microsoft ExchangeSoftware Patch 5 3

Apply Microsoft Exchange Software patch asrecommended by vendor support


Virus Outbreak Investigate remediate virus outbreak

Security Breach Investigate and remediate security breach

Software Failure Investigate Software failure or crash.




Disk Utilization Investigate disk utilization exceeding threshold.

File System CapacityInvestigate file system capacity exceedingthreshold.






Security FailureInvestigate Security failure, revoked user, blockedaccess, system compromised, etc.



System Restart Restart OS which will not impact availability.

79


Application Support - System Utility Services

SunGard’s Application Support - System Utility Services provide for the day-to-daysupport of the system Software utilities as identified in the Schedule for Managed ITServices. In order for the Services to be delivered Customer must contract withSunGard for: a) LAN Services; b) OS Management Services; c) Data BackupServices; and d) a SunGard provided KVM switch and monitor.

Supported applications under System Utility Services include:

• Microsoft® Internet Information Services (IIS)• Apache® HTTP Server• RIM Blackberry® Enterprise Server• File Transfer Protocol (FTP) Servers that are packaged with the original OperatingSystem release by the vendor.

The following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Application Support - System Utility Services Responsibilities

Custo

mer

SunG

ard

Subscribe with SunGard for OS Management Standard, Advanced or EnterpriseServices.

P

Provision Software products from supported vendors. P

Provision Software maintenance agreements for 24x7 OEM vendor support. P





Perform initial Software installations and configurations as required. P

Perform annual assessment of vendor recommended Software release/versionupdates (upon Customer request).

P


P

Provide hardening requirements as needed. P

Accept hardening requirements or provide written authorization to bypass. P

Maintain control of related security password and IDs. P

80


Application Support - System Utility Services Responsibilities (continued)

Custo

mer

SunG

ard

Design and implement logical backup and recovery of Software files. P



Management (add/delete/modify) of end-user accounts. P

Determining requirements & capacity planning. P A

Troubleshoot issues related to server operation. A P



Application Support - System Utility Services Tasks

Application Support -System UtilityServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

SoftwareConfiguration 5 1 Configure Software initialization & tuning parameters.

Software Install 5 3 Install Software product.

Software Patch 5 1 Apply single patch to Software product.

Software Upgrade 10 5 Perform point release upgrades.


Restore Software Files Request to restore files from Software backups.


Software LicenseFailure Investigate Software failure.

81


Managed SAP Services

SunGard’s Managed SAP® Services provide SAP application support for contractedservers. Peripheral device support is provided in accordance with the Servicedescriptions below. In order for Managed SAP Services to be delivered, the followingresponsibility matrices must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Managed SAP Services is contracted for with either OperatingSystem Management Advanced or Enterprise Services. Please refer to each Servicedefined herein for additional description and requirements, as well as the summarytable below for an understanding of which features are available dependent upon theOperating System Management Services selected in conjunction with Managed SAPServices.

SUMMARY TABLE

PRIMARY ACTIVITIES

Managed SAPServices with


Advanced Services

Managed SAPServices with


Enterprise Services

24x7 Monitoring



Asset Management

Online Reports



Initial OS & SAP Provisioning &Installation

Full System and SAP Administration


Cluster Management


82


Managed SAP Services Responsibilities

Custo

mer

SunG

ard

Provide Managed SAP Services Requirements Form. P

Complete Managed SAP Services Management Requirements Form. P

Provision licensed SAP Software products. P

Provision SAP Software vendor maintenance agreements. P

Maintain SAP Software vendor maintenance agreements. P


Provide SAP customer ID to facilitate support access. P

Provision SAP system hardware. P

Provision SAP system hardware vendor maintenance agreements. P

Maintain SAP system hardware vendor maintenance agreements. P

Initiate support requests for configuration changes, operational tasks and dataactions events.

P

Provide and maintain Online Service System (OSS) connectivity to SAP. P

Identify key SAP performance indicators and appropriate threshold levels formonitoring and reporting.

A P

Document response requirements and escalation paths for various alert types. A P

Monitor and report system performance and trends. P

Adjust monitoring events and threshold levels as needed. A P

Make recommendations regarding resource consumption and trends. P

83


Managed SAP Services Responsibilities (continued)

Custo

mer

SunG

ard

Identify, troubleshoot and resolve system problems. P

Identify requirements for performance tuning. A P

Propose enhancements to correct performance problems. P

Conduct system performance tuning. P

Submit SAP transport change requests. P

Execute SAP transports. P

Provide incident resolution related to SAP technical transport issues. A P

Provide incident resolution related to SAP functional transport issues P A

Maintain documentation of all SAP transport changes. A P

Maintain the SAP transport system. P

Maintain documentation of SAP transport procedures. P

Identify SAP print requirements and driver standards. P A

SAP printer output requests, media handling and port clearing. P

Set up SAP print queues. A P

Manage SAP print queue interface. P

Manage SAP print spool. A P

Resolve SAP print spool problems. A P

Create, manage and execute batch job schedule. P

Monitor for critical batch job completion or failures. P

Report and escalate critical batch job failures. P

Define and escalate batch restart rules. P

Perform batch job restarts. P

Identify availability and suitability of SAP service packs, primary and secondarySAP application patches.

A P

Validate infrastructure, and interoperability compliance for SAP patches. P

Approve installation of SAP application patches. P

Install SAP application patches in development and release to Customer forvalidation.

P

Install SAP application patches in test and release to Customer for validation. P

Approve SAP application patch promotion to production. P

Install SAP application patches to production. P

Document SAP application patch technical changes. P

Identify and communicate minimum SAP application version upgrade levels forsupportability.

P

Identify and communicate desired SAP application version level (functionalityupgrades).

P

Validate infrastructure, and interoperability for SAP application version upgrade. P

84


Managed SAP Services Responsibilities (continued)

Custo

mer

SunG

ard

Develop detailed SAP application version upgrade technical project plan. A P

Develop testing plan for SAP application version upgrades. P A

Execute technical SAP application version upgrade to plan throughdevelopment, test and production stages.

P

Execute validation steps to plan through development, test and productionstages for new SAP application version level.

P A

Begin production application administration on new SAP application versionlevel.

P

Document SAP version upgrade technical changes. P

Maintain Software release levels at least one step below the most currentvendor release, or the minimum recommended vendor release level whereapplicable unless required by Customer for specific technical or functionalityreasons.

P

Monitor SAP system data security for violations based on Customer securitypolicies.

A P

Report SAP system security violations for monitored activities. P

Monitor user system activity. P

Lock and unlock user IDs/sessions, if needed. P

Manage SAP system security profiles and user IDs. P

Manage SAP root and system administrator security. P

Identify data backup and storage requirements. P

Perform scheduled data backups per schedule. P

Provide data backup handling, storage coordination and maintain media. P

Store backed up data in a secure environment. P



85


Managed SAP Services Tasks


Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

SAP transport processing1 1 Execute SAP transport request

SAP print queue setup 2 1 Execute SAP print queue setup

Specific job managementrequests

1 1 Execute job management requests

SAP application patches 5 1Planning and implementation for SAPprimary and secondary application patches.applied as needed.

SAP upgrades 120Planning and implementation for SAPapplication version upgrade. Upgrades arelimited to point release upgrades.

SAP application backupsetup

5 3 Configure SAP application backups

SAP application backupexecution

3 1 Execution of SAP application backups


Immediate Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

Application connectionfailure Investigate failure to connect to application

Application license failure Investigate Software License failure.

Application Securityfailure

Investigate security failure, blocked accessor system compromised

Application monitoringevent Investigate threshold alert

Application restart Request to restart application.

Application performance Investigation of performance issues

86


Managed Oracle E-Business (EBS) Suite® Services

SunGard’s Managed Oracle E-Business (EBS) Suite® Services provide Oracle EBSapplication support for contracted servers. Peripheral device support is provided inaccordance with the Service descriptions below. In order for Managed Oracle EBSServices to be delivered, the following responsibility matrices must be understoodand executed by both parties. Customer’s failure to fulfill its responsibilities notedherein may prevent and or delay SunGard from providing the Services.

Please note that Managed Oracle E-Business (EBS) Suite Services solids contractedfor with Operating System Management Advanced or Enterprise Services. Pleaserefer to each Service section defined herein for additional descriptions andrequirements, as well as the summary table below for an understanding of whichfeatures are available depending on the Operating System Management Servicesselected in conjunction with Managed Oracle EBS Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Managed OracleEBS Services withOperating System

ManagementAdvanced Services

Managed OracleEBS Services withOperating System

ManagementEnterprise Services

24x7 Monitoring



Asset Management

Online Reports



Initial OS & Oracle EBS Provisioning& Installation

Full System and Oracle EBSAdministration


Cluster Management


87


Managed Oracle E-Business (EBS) Suite Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Oracle EBS Services Requirements Form. P

Complete Managed Oracle EBS Services Requirements Form. P

Provision licensed Oracle EBS Software products. P

Provision Oracle EBS Software vendor maintenance agreements. P

Maintain Oracle EBS Software vendor maintenance agreements. P


Provide Oracle EBS Customer ID to facilitate support access. P

Provision Oracle EBS system hardware. P

Provision Oracle EBS system hardware vendor maintenance agreements. P

Maintain Oracle EBS system hardware vendor maintenance agreements. P


P

Provide and maintain Oracle MetaLink online access for Software updates andlevel-3 vendor support.

P

Identify key Oracle EBS performance indicators and appropriate threshold levelsfor monitoring and reporting.

A P





88


Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)

Custo

mer

SunG

ard





Review and analyze system logs and take corrective action. P

Identify Oracle EBS print requirements and driver standards. P A

Oracle EBS printer output requests, media handling and port clearing. P

Set up Oracle EBS print queues. A P

Manage Oracle EBS print queue interface. P

Manage Oracle EBS print spool. A P

Resolve Oracle EBS print spool problems. A P



Define batch restart rules. P

Perform batch job restarts. A P

Identify availability and suitability of Oracle EBS application updates andpatches.

A P

Validate infrastructure, and interoperability compliance for Oracle EBS patches. P

Approve installation of Oracle EBS application patches. P

Install Oracle EBS application patches in development and release to Customerfor validation.

P

Install Oracle EBS application patches in test and release to Customer forvalidation.

P

Approve Oracle EBS application patch promotion to production. P

Install Oracle EBS application patches to production. P

Identify and communicate minimum Oracle EBS application version upgradelevels for supportability.

P

Identify and communicate desired Oracle EBS application version level(functionality upgrades).

P

Validate infrastructure, and interoperability for Oracle EBS application versionupgrade.

P

89


Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)

Custo

mer

SunG

ard

Develop detailed Oracle EBS application version upgrade technical project plan. A P

Develop testing plan for Oracle EBS application version upgrades. P A

Execute technical Oracle EBS application version upgrade to plan throughdevelopment, test and production stages.

P

Execute validation steps to plan through development, test and productionstages for new Oracle EBS application version level.

P A

Begin production application administration on new Oracle EBS applicationversion level.

P

Document Oracle EBS version upgrade technical changes. P


P


Lock and unlock application level user IDs/sessions, if needed. P

Lock and unlock database level user IDs/sessions, if needed. P

Manage Oracle EBS system security profiles and user IDs. P

Manage Oracle EBS root and system administrator security. P


Perform scheduled data backups per schedule. P





90


Oracle EBS ManagementServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

Oracle EBS print queuesetup

2 1 Execute Oracle EBS print queue setup



Oracle EBS applicationpatches

5 1Planning and implementation for Oracle EBSprimary and secondary application patches.applied as needed.

Oracle EBS upgrades 120Planning and implementation for Oracle EBSapplication upgrades. Upgrades are limitedto point release upgrades.

Oracle EBS applicationbackup setup

5 3 Configure Oracle EBS application backups

Oracle EBS applicationbackup execution

3 1 Execution of Oracle EBS application backups

Oracle EBS ManagementServices

Immediate Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description


Application license failure Investigate Software license failure.

Application security failureInvestigate security failure, blocked accessor system compromised




91


Software Licensing Services

SunGard’s Software Licensing Services provide for a monthly subscription toOperating System and or application Software for use in conjunction with Customerservers which are under contract with SunGard for Server Services or ApplicationServices as identified in the Schedule for Managed IT Services. SunGard providesthe Software instance and maintains the maintenance agreement with the Softwarevendor.


System Licensing Services Responsibilities

Custo

mer

SunG

ard

Subscribe with SunGard for Server Services. P

Provide required OEM licensing agreement(s). P

Complete and return to SunGard any OEM licensing agreement(s). P



Install and configure Software package. P

Production Control Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT PRODUCTION CONTROL SERVICES ON EXISTING SCHEDULES FORMANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSESCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES AREENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FORMORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES.

SunGard’s Production Control Services provide for the monitoring and response toproduction jobs scheduled through SunGard supported Software packages. In orderfor the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

92


Production Control Services Responsibilities

Custo

mer

SunG

ard

Provide job schedules, failure response, notifications & escalation procedures. P

Provide notice within documented Lead-Times for schedule changes. P

Add, modify & remove schedules as requested. A P

Provide notification of schedule conflicts. P

Provide schedule status and reports as requested. P

Monitor schedules. P

Respond to schedule issues by following provided procedures. P




Production Control Services Tasks

Production ControlServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Add Job 5 1 Add jobs to existing schedule.

Add Schedule 10 5 Add new schedule.

Configure Software 10 5Configure scheduling package parameters,add/remove libraries, etc.

Remove Job 5 1 Remove job from existing schedule.

Remove Schedule 5 1 Remove existing schedule.

Update Job 5 1 Update jobs in existing schedule.

Update Schedule 5 1 Update existing schedule.


Schedule Status Request for current schedule status.

Run Job Request to execute ad-hoc job.

Cancel Job Request to cancel production job.

Down Job Respond to scheduled job failure.

Schedule ProblemRespond to schedule conflicts, missing resources,contention.

93


E-mail Availability Service (EAS)

SunGard Email Availability Services (“EAS”) ) is a highly reliable e-mail continuityservice that provides an on-demand, easy-to-administer safety net for Customersrequiring uninterrupted e-mail communication. Based on secure, open source MTA(Message Transfer Agent), database and web components, EAS provides a scalablemessaging platform that supports instant fail over continuity of enterprise e-mailactivity should an event incapacitate either a portion or the entirety of anorganization’s e-mail capabilities and infrastructure. Customer access to EAS via webbrowser provides users with the ability to communicate from anywhere, at anytime.Key e-mail components including Global Address Lists (GALs), Distribution Lists(DLs), calendar entries, etc., are replicated to the EAS infrastructure. An optionalcapability known as ActiveMailbox provides the subscriber with the ability todesignate storage of historical e-mail to be available at time of activation. SunGardwill provide support based upon the number of mailboxes as identified in theSchedule.


E-mail Availability Services Responsibilities

Custo

mer

SunG

ard

Provide Messaging & Collaboration questionnaire P

Complete Messaging & Collaboration questionnaire P

Conduct kick off & pre-installation meeting(s) A P

Provide detailed information about current email environment configurationincluding: number of mailboxes, clusters, servers and firewall/proxies

P

Provide a valid and registered top-level domain name and support for linkingMX records and DNS records to the Services

P

Provide and configure VaultBox server per current specifications(ActiveMailbox only)

P

Perform EAS installation & hardware configuration P A

Perform Outlook Extension installation and rollout P

Identify and setup system administrators and special users P

Administrator and special user training (Help Desk and Reviewer Roles) P

Storage management policies defined and populated (ActiveMailbox only) P

Retention policies defined and populated for production (ActiveMailbox only) P

Fault and transition alerts setup P

Perform EAS Operational Readiness Checklist Review P A

EAS test(s) prior to deployment P A

Complete EAS Authorization Forms P

Complete EAS training for all system administrators P A

End User Welcome/URL Communication P

Activate EAS for testing purposes P

94


EAS Standard Tasks

E-mail AvailabilityServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Add WindowsAuthentication 30 10 Y

Adding Windows Authentication functionality to EASafter contract execution requires a Schedule changeand an implementation request

Add ActiveMailbox 30 10 Y

Adding Active Mailbox functionality to EAS aftercontract execution requires a Schedule change and animplementation request

Add BlackBerry Service 30 10 Y

Adding BlackBerry Service functionality to EAS aftercontract execution requires a Schedule change and animplementation request

Add Outlook Extension 30 10 Y

Adding Outlook Extension functionality to EAS requires anew Schedule if the Customer’s current Exhibit does notspecify the functionality as part of the Services.


Activation of EAS

Services are activated immediately if a Customer callsinto the EAS helpdesk (if they are unable to activate theServices via the web due to lack of internet access)

95


Managed E-mail Archiving Service (MEAS)

SunGard’s MEAS provides a turnkey solution for mailbox management, litigationsupport by way of electronic discovery, and limited compliance discoveryrequirements coupled with world-class information availability infrastructureassurance. The Services provides Customers with a hosted, managed servicealternative for their email archival. This solution includes capabilities and technologysuch as real time archival, rapid basic and advanced search and retrieval features,full text indexing, de-duplication and mailbox management features. SunGard willprovide for support of the number of mailboxes as identified in the Schedule.


Managed E-mail Archiving Services Responsibilities

Custo

mer

SunG

ard

Provide Messaging and Collaboration questionnaire P

Complete Messaging and Collaboration questionnaire P

Conduct kick off and pre-installation meeting(s) A P

Provide detailed information about current email environment configuration,including the number of mailboxes, clusters, servers, firewall/proxies

P


P

Provide and configure VaultBox server per current specifications P

Perform MEAS installation and hardware configuration per Administrator’sGuide and SunGard’s direction

P A


Perform administrator and special user training (Help Desk and ReviewerRoles)

P

Storage management policies defined and populated P

Retention policies defined and populated for production E-mail P

Import production E-mail messages P A

Validate historical import P


Perform MEAS Operational Readiness Checklist Review P A

Perform MEAS test prior to deployment P A

Complete MEAS Authorization Forms P

Complete MEAS training for all system administrators P A


96


E-mail Protection Service (EPS)

SunGard’s E-mail Protection Services (“EPS”) provide Customer with continuousprotection against viruses, spam and unwanted content. The Services route everyprimary MX record that is sent to and from the Customer’s IT environment throughredundant servers and hardened data centers.

Customer e-mail is automatically scanned in real-time using an advanced engine thatintelligently inspects thousands of attributes. Mail containing confirmed viruses,suspected spam and unwanted content is quarantined for Customer viewing andeliminated on a periodic base. For emails with a confirmed virus, the text of themessage is made available for viewing. These tasks are handled at the perimeterlevel, before the e-mail enters the Customer’s systems and mailboxes, preventingthe e-mails from causing problems for end users and within the IT environment. Adaily quarantine log gives end users the capability to view quarantined e-mails.Depending on the type of email and company-defined policies, end-users also canrelease certain types of emails, edit safe/block lists and adjust anti-span parameters

SunGard will provide support for the number of mailboxes as identified in theSchedule. The following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

E-mail Protection Services Responsibilities

Custo

mer

SunG

ard

Provide Messaging and Collaboration questionnaire P

Complete Messaging and Collaboration questionnaire P

Conduct kick off and pre-installation meetings A P

Provide detailed information about current email environment configurationincluding the number of mailboxes, clusters, servers and firewall/proxies

P


P

Perform EPS installation and configuration per administrator’s guide andSunGard’s direction

P A


Perform administrator and special user training (Help Desk and reviewer roles) P


Perform EPS Operational Readiness Checklist Review P A

Perform EPS test(s) prior to deployment P A

Complete EPS Authorization Forms P

Complete EPS training for all system administrators P A


97


Application Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software contracted underApplication Management Services, SunGard does not guaranteea time to fix. SunGard will engage and manage vendors inaccordance with the terms of the underlying Customermaintenance agreement. Customer acknowledges that SunGardis not responsible for vendor failure to deliver parts or repairswithin maintenance agreement timelines. Customer’s soleremedy for Equipment & Software failure lies with the OEM ormaintenance vendor.

Peripherals SunGard may provide communications cables, electrical plugs,and other small peripheral hardware to complete projects orremedy problems. Out of pocket expenses will be charged backto Customer.

Licenses Customer must provide and make available to SunGard alllicense information related to the Software for which SunGardis to provide Application Services. SunGard will not start aninstallation until the license(s) can be verified.

Logs Database and Microsoft Exchange logs are monitored from theSunGard management fabric for alert and critical levelconditions. Database and Microsoft Exchange logs aremonitored for certain error context strings and are notmanually reviewed unless a problem occurs. Software Utilitylogs associated with System Utility Services are not monitoredand are used for incident resolution only.

UnsupportedSoftware

Failures associated with user written or other Software notsupported by the SunGard Services will be investigated to thepoint of determining that the SunGard supported Software isfunctioning properly. If no defect can be found in the SunGardsupported Software (OS, System Utility, Microsoft Exchange orDBMS), but user written or other unsupported Software ismalfunctioning, the responsibility for related outages as well asresolution is with the Customer. SunGard may assist whenpossible but is not responsible to complete resolution of failuresassociated with unsupported Software.

Security Security services are limited to the security capabilitiesdelivered with the base Software environment. For examplemaintaining users, groups, and file-system privileges.

DatabaseInstances

Standard and Advanced Application Support – DatabaseServices and Managed Database Services provide for databasemanagement of one (1) DB instance on the server defined inthe Schedule for Managed IT Services. If the server supportsmultiple DB instances, each instance must be separatelycontracted for with SunGard and identified in the applicableSchedule for Managed IT Services.

SQL ServerClusters

Installations of SQL server in a clustered environment willrequire a separate cluster group for each instance of SQL serverinstalled in the cluster.

98


Application Services Delivery Notes & Limitations (continued)

SupportedDatabases

SunGard only supports Oracle and Microsoft SQL DatabaseManagement Systems (DBMS) that are not End of Life (EOL)and those which are under active support by the respectivevendor. Support for DBMS’ that have been recentlyreleased or nearing EOL, should be confirmed with theSunGard’s application services group

Databaseconfigurationsrequiring specialcontractaddendum.

Any DB configurations involving RAC, DataGuard (OracleStandby DB), and SQL server log shipping will requirean Addendum to define Customer’s uniquerequirements. Customers will be charged per DBinstance in the configuration.

In DataGard and log shipping configurations SunGardmust manage all instances involved in the configuration.

Oracle RAC configurations will typically be charged bythe number of DB instances in the configuration plusone additional DB instance. The additional instancecharge is due to the complexity of the configurationwhich involves ASM (Automatic Storage Management)and CRS (Cluster Ready Services).

Any configurations using SAN technologies of mirrorsplitting (ie. BCVs) to refresh or copy data to other DBnodes in the environment.

UnsupportedDatabaseConfigurations

Configurations involving Oracle Replication and SQLserver DB mirroring are not supported. SunGard willsupport the DB management of these DBs; however theconfiguration, monitoring and support of the datareplication will be the responsibility of the Customer.

Installations of Oracle Standard Edition.

Installations of SQL server on a Domain Controller.

OS and DB version combinations not certified by the DBvendor.

Microsoft© Failover for Oracle Databases.

A DB that is part of an SAP application environment cannot be managed by SunGard under Standard orAdvanced Database Services due to SAP drivenrestrictions. It requires SAP DBA Manager and themanagement of the DB cannot be decoupled. SunGarddoes have a comprehensive SAP offering which includessupport and management of the DB as well as other SAPoriented elements.

99



DatabaseConfigurations onVirtualized Servers

Microsoft SQL Clustering on virtualized servers is contrary toMicrosoft best practice and is not recommended or supportedby SunGard as it adversely affects performance.

Development andTest Databases

Databases used for testing and development purposes will notbe included in Priority 1 escalations during off business hoursunless required by the Customer.

TestingEnvironments

A testing environment is strongly recommended withinCustomer’s configuration in order to be able to successfully testand validate patching and version upgrades. All applicationtesting and validation is the responsibility of the Customer. If atesting environment is not available for SunGard to performthese tasks, Customer acknowledges that the Service LevelCommitments in the Managed IT Services Exhibit are notapplicable in the event that an upgrade or patch causes anextended DB production outage.

Testing environments are also valuable for DB backupvalidation, which can be done a semi-annual basis if enoughstorage is available in the testing environment.

CustomerAdministrator/Root



process.

Managed CitrixServices

The following apply to Managed Citrix Services.

• Domain controllero The domain controller can not be installed on the

same server as the Citrix application due to securityrequirements.

o Customer is responsible for supplying the requiredhardware and Software for the domain controller.SunGard recommends multiple (at least two) domaincontrollers for redundancy.

o Customer has the option to contract with SunGard formanagement of the domain controller underOperating System Management Enterprise Services.

• SunGard does not support the following types of Citrixaccounts:

o Anonymous accountso Shared end-user accounts

100



MicrosoftExchange

• Managed Exchange Services only provides administrativesupport for Microsoft Exchange email capabilities. Supportfor public folder, collaboration and interoperability with otherapplications other than approved Software is not supported.

• Microsoft Exchange Clustering is only supported inconjunction with Servers that are under contract forOperating System Management Enterprises Services, andrequires: a) Customer to subscribe to SunGard SAN Services- if a SAN is part of the Exchange environment; and b)running a supported version of Windows Server EnterpriseEdition.

• SunGard does not support the following Microsoft ExchangeConfigurations:

• Configurations involving server/host basedreplication Software are not supported, unless thereplication Software application is managed bySunGard’s Server Replication Services.

• Installations of Microsoft Exchange, whereasMicrosoft Exchange and Windows share the sameRAID group.

• Installations of Microsoft Exchange on a DomainController.

• OS and Microsoft Exchange version combinationsnot certified by the Microsoft.

SupportedExchange,Antivirus and Anti-spam Software

• SunGard only supports SunGard approved MicrosoftExchange versions and Antivirus and Anti-spam Softwarethat are not End of Life (EOL) and those which are underactive support by the vendor. Support for Software that hasbeen recently released or nearing EOL, should be confirmedwith SunGard.

• SunGard recommends that Customer provide desktop virusprotection in real time protection mode with virus definitionfiles updates weekly on every desktop that accesses thehosted environment.

• SunGard recommends that Customer provides network edgebased antivirus, SPAM, and content filtering Software and/orhardware.

101



ApplicationSupport – SystemUtility Services(RIM BlackberryEnterprise Server)

In support of RIM Blackberry Enterprise Server (BES) inconjunction with Managed Exchange Services SunGard will:

o Configure Customer's Exchange environment tohelp ensure appropriate connectivity andoperation of the BES.

o Install initial and subsequent BlackBerry devicelicenses.

o Troubleshoot active directory (AD) issues relatedto BES server where SunGard issupporting/managing the AD environment.

o Test connectivity (send/receive messages) usinga BlackBerry device configured for use onCustomer's network when notified of a suspectedserver issue.

o Monitor following services to confirm BlackBerryapplication is running.

besSysHealthServerInstance besMailServerHealthServerInstance Event Log Monitoring BES Windows services.

• Blackberry “Mobile Data Service” is disabled as default. Itcan be enabled upon request.

102



Managed SAP &Oracle EBSServices

Software failures: Failures associated with user written or other Software

not supported by SunGard will be investigated to thepoint of determining that the SunGard supportedSoftware is functioning properly. If no defect can befound in the SunGard supported Software (OS, SystemUtility, SAP application, or DBMS), but user written orother unsupported Software is malfunctioning, theresponsibility for related outages as well as resolution iswith Customer. SunGard will assist when possible but isnot responsible to complete resolution of failuresassociated with unsupported Software.

Database copies: No more than one (1) system copy per supported SAP

landscape or Oracle EBS environment performed perquarter.

Version upgrades: No more than one (1) SAP System ID (SID) or Oracle

EBS application instance version upgrade per year.Where applicable, Application upgrades (same versions)within a single SunGard contracted applicationenvironment may be batched as a single SupportRequest for each category.

SunGard will review the number of monthly SupportRequests processed at the quarterly service review meetingto determine if the number is within the pre-determinedfrequency levels as defined in Notes & Limitations. In theevent the Support Requests exceed the standard number,Customer may be required to contract for additional services.

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STORAGE SERVICES

Data Backup Services

SunGard’s Data Backup Services provide for regularly scheduled storage backups offile systems, database and application data as contracted for on the Schedule forManaged IT Services. In order for the Services to be delivered the followingresponsibility matrix must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGardfrom providing the Services.

Standard and Advanced Data Backup Services Responsibilities

Custo

mer

SunG

ard

Provide Tape Backup Requirements Form. P

Complete Tape Backup Requirements Form. P

Identify each server (target system) that will connect to tape backup network. P

Identify port type to support target system backup requirements. P

Provide two dedicated ports per target system of the specific type as identified bySunGard. 1

P

Provide administrative level user account on each target system for SunGard useon a permanent basis.

P

Allow connectivity to target system from the SunGard management network. P

Install and configure backup agent Software on Customer server. P

Provide data backup requirements (file systems, folders, etc.) P

Develop Database backup & restore methodology on target servers2. P

Provide sufficient disk space and target system downtime for test restore. P

Verify backup configuration and perform one initial restoration test. P

Schedule daily incremental file system backup, for the retention period as setforth in the Requirements Form.

P

Schedule daily DB backups, for the retention period as set forth in the TapeBackup Requirements Form.

P

104


Standard and Advanced Data Backup Services Responsibilities (continued)

Custo

mer

SunG

ard

Investigate backup failures on target servers3. P




Weekly off-site storage of backup data4. This option is only available withStandard Data Backup Services.

P

Daily off-site storage of backup data5. This option is only available with AdvancedData Backup Services.

P

1One 10/100 Ethernet adapter for server management access and one additional

10/100 Ethernet adapter for servers with less than 50GB of data to backup, or one10/100/1000 Ethernet adapter for servers with greater than 50GB of data to backup.

2 For databases managed under Managed Database Services, SunGard provides thebackup methodology.

3Available only on servers for which SunGard has immediate access from the

SunGard management network. If SunGard is not provided a dedicated NIC formanagement and administrative access, then SunGard will not be able totroubleshoot backup problems. In such case, assistance will be provided on acommercially reasonable basis.

4 Available with Standard Data Backup Services only.

5 Available with Advanced Data Backup Services only.

105


Standard and Advanced Data Backup Services Standard Tasks

Standard andAdvanced DataBackup Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Configure Backups 10 5

Configure backups for user file systems, changeexisting schedules, and the addition of new filesystems.

Test Restore 10 5Initiate a restore to a server under contract for DataBackup Services to validate restore capabilities.

Disable Schedule 5 1 Disable existing backup schedule.

Enable Schedule 5 1Enable existing backup schedule that has beenpreviously disabled.

Install Backups 10 5 Y Add server to backup infrastructure.

Custom Archival 45 30 YCustom archival options, offsite and increasedretention periods for Customer files.


Backup Failure Investigate & attempt to resolve backup failures.

Backup Performance Investigate backup performance issues.

Restore Files Request to restore files from user file system backups.

106


SAN Services

SunGard’s SAN Services provide for the amount of disk storage to be attached toCustomer systems as identified in the Schedule for Managed IT Services. SANServices are provided either through a shared Storage Area Network (SAN)infrastructure in minimum increments of 8GB, or through a dedicated SANinfrastructure. In order for the Services to be delivered the following responsibilitymatrix must be understood and executed by both parties. Customer’s failure to fulfillits responsibilities noted herein may prevent and or delay SunGard from providingthe Services.

Shared and Dedicated SAN Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Storage Requirements Form if required. P

Complete Managed Storage Requirements Form if required. P

Identify each server (target system) that will connect to SAN. P

Provide two (2) fiber paths per target system for SAN connectivity.1 P

Identify SunGard supported Host Bus Adapter (HBA) for target systems. P

Provide SunGard supported HBA(s) for target systems. P

Install connection from HBA(s) to target systems. P

Map system HBA(s) to storage device Fiber Adapters. P

Assign & mask LUN(s) for new allocations. P

Install & configure device drivers, path management, and storagemanagement Software for target systems; configure target server OS tosupport LUN(s), and resolve target system Software failures.2

P

Monitor and maintain SAN availability and capacity for SunGard shared SAN. P

Resolve reported or detected storage device failures. P

Provide notice within documented Lead Times for Standard Tasks. P

Provide Standard Tasks as scheduled. P


Provide support for SAN Immediate Tasks. P

1 Only Applicable for with SunGard Shared SAN Services

2 For target servers under contract with SunGard for OS Management Services and incombination with SunGard’s Shared SAN offering, SunGard provides the support forserver based storage management Software.

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Shared and Dedicated SAN Services Tasks

Shared and DedicatedSAN ServicesManagement

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

SAN Increase 5 1 Y Increase storage allocation available to systems.

SAN Decrease 5 1 Y Decrease storage allocation available to systems.

SAN Add Path 10 5 Y Add data path to existing SAN connected system.

SAN Add System 10 5 Y Add system to SAN infrastructure.

SAN Remove Path 10 5 YRemove data path from existing SAN connectedsystem.

SAN Remove System 10 5 Y Remove system from SAN infrastructure.

SAN BCV Establish * 10 5 Y Establish a BCV pair (additional mirrored volume).

SAN BCV CreateBackup * 10 5 Y Develop backup procedures using established BCV.

SAN BCV Create Copy* 10 5 Y

Copy Customer data volumes for use withdevelopment and staging.

SAN BCV Remove * 10 5 Y Remove previously established BCV pair.


SAN Failure Resolve SAN failures.

SAN Performance Investigate SAN performance issues.

* Indicates Tasks are only available for Dedicated SAN configurations.

108


Vaulting Services

SunGard’s Vaulting Services provide for the electronic backup of file systems and DBdata as contracted for in the Schedule. In order for the Services to be delivered thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Vaulting Services Responsibilities

Custo

mer

SunG

ard

Provide Vaulting Environmental Assessment Form. P

Complete Vaulting Environmental Assessment Form. P

Identify server/desktop size, data type, location, and OS to be backed up. P

Provide or contract for Internet access or dedicated connectivity to the vault. P

Provide Software and agents. P

Provide vaulting servers and data storage. P

Provide 24/7 monitoring and support of vault infrastructure. P

Connectivity to the applicable Recovery Services configuration(s) for Tests or inthe event of a Customer Disaster, at the designated SunGard facility. This isonly available if Customer contracts for Recovery Services or RestorationServices for Managed IT Services with SunGard.

P

Provide then available backup reports. P

Perform standard tasks. P

Installation of CentralControl and agents on all systems/servers from whichdata will be backed up. 1

P

Select files for backup. P

Schedule backup times and frequency. 1 P

Set retention parameters. P

Create encryption and security access rights. P1 Not applicable if Customer also contracts for Vaulting Services – RestorationSupport Option

Vaulting Services Standard Tasks

Vaulting Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Test connectivity 10 5 Test connectivity from Customer Facility to the vault.

109


Vaulting Services – Restoration Support Option

SunGard shall provide Vaulting Services – Restoration Support Option as an add-onservice to the Vaulting Services for the number of servers or partitions set forth inthe Schedule. In order to contract for Vaulting Services – Restoration SupportOption, Customer must also contract for Vaulting Services, Server Services and anassociated Restoration Services for Managed IT Services Schedule, where SunGard iscontracted to provide Customer with restoration of the servers.

In order for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Vaulting Services – Restoration Support Option Responsibilities

Custo

mer

SunG

ard

Contract for Vaulting Services P




Provide one dedicated port per target system of the specific type as identified bySunGard. 1

P


P


Install and configure vaulting agent Software on Customer server. P


Develop database backup & restore methodology on target servers2. P



Verify backup configuration and perform one initial restoration test to originalsource server.

P

Schedule daily file system backup, for the retention period as set forth in theRequirements Form.

P

Schedule daily database backups2, for the retention period as set forth in the

Requirements Form.

P



Test & verify SunGard implemented Standard Tasks. A P1

One 10/100 Ethernet adapter for server management access.


110




Vaulting Services – Restoration Support Option Standard Tasks

Vaulting Services –Restoration SupportOption

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Test connectivity 10 5 Test connectivity to the vault.



Test Restore 10 5

Initiate a restore to a server under contract forVaulting Services – Restoration Option to validaterestore capabilities.







111


Storage Services Delivery Notes & Limitations

Data Backup Services

Return Codes A non-zero Return Code may be generated from a backup schedulethat has completed successfully. Following are several non-zeroReturn Codes and common reasons for the Return Codes.

00 All Operations Successful04 Some Files Not Processed

File was in an exclude list File was in use by another application

08 Warning Messages Received File was deleted since last backup

12 Failed Backup Some portion of backup was missed.

Open FileErrors

SunGard classifies open file (RC4) errors associated as nonimpacting events and will not automatically result in a TroubleTicket.

SunGard will notify Customer via daily email notification reportsor via SunGard’s Portal regarding the details of the most recentbackup activity (including any RC4 errors) and will providedirections to the host history report on the Portal/, SunGard’sStorage Operations staff will contact and work with Customerdirectly to modify the existing backup script(s) to either excludeor quiescent the offending files.

Backup Data Data Backup Services support the backup of local data to the hostserver under contract for Data Backup Services. Network addresseddisk/volumes are not considered local data and therefore not coveredunder the Services.

DatabaseBackup

Unless Customer contracts for Standard Application Support -Database Services, Advanced Application Support - DatabaseServices or Managed Database Services, Customer is responsible fordatabase backup methodology. SunGard can support the followingoptions:

Customer extracts DB to a flat file for standard file-systembackup processing.

Customer contracts for additional backup agent capabilities toinclude enhanced agent functionality. For this option, Customermust be running SunGard supported DB products at the DatabaseSoftware vendor’s current supported release levels.

112


Storage Services Delivery Notes & Limitations (continued)

Citrix,Exchange,SAP andOracle E-BusinessSuite Backup

Unless Customer contracts for Managed Citrix, Exchange, SAP orOracle E-Business Suite Services, Customer is responsible forapplication backup methodology. SunGard can support the followingoptions:

Customer extracts application data to a flat file for standard file-system backup processing.

If available, Customer implements additional backup agentcapabilities to include enhanced agent functionality. For thisoption, Customer must be running SunGard supported applicationproducts at the application Software vendor’s current supportedrelease levels.

ExchangeBackup

Data Backup Services support for Microsoft Exchange only backs upthe mail store. Mailbox level backup and restoration is notsupported.

BackupWindow

SunGard’s standard daily backup window begins at 6PM local timeand ends at 6AM local time the following day. Backup times will beaffected by the quantity and type of data to be backed-up. If thebackup window is not sufficient for Customer application availability,a customized solution may be required. The effort to engineer andimplement a customized solution will require an additional Schedulefor Managed IT Services and a Statement Of Work.

VMwareBackup

The following apply to VMware ESX Servers:

If the virtualized network environment contains multiple networktiers, an additional Ethernet network adaptor will be required foreach tier.

VMware Virtual Machines and VMware ESX host system will betreated as separate physical servers with regard to Data BackupServices and must be accounted for in the Schedule to be eligiblefor Data Backup Services. The ESX Server host system will bebacked up for restoration of the VMware ESX Operating Systemonly. Virtual Machine configuration files (VMX files) are includedwith the VMware ESX host system backup and restorationprocess; however, hot backups of virtual disk files (VMDK files)are not supported.

113



Data Backup Services (continued)

Data BackInfrastructure

MaintenanceWindow

In addition to any time required for periodic infrastructure andfacility maintenance, SunGard reserves the right to conduct quarterlymaintenance on the components related to data backupinfrastructure, which is estimated to require at least 36 hours.

IncidentResolution

Incident resolution is limited to the tape backup infrastructure andtape backup related services associated with the OS. SunGard’sability to resolve certain incidents will be limited by the actualServices contracted for by Customer. In order for SunGard to resolvetape backup failures associated with the OS, Customer must havecontracted with SunGard for Operating System ManagementAdvanced Services or Operating System Management StandardServices for the tape backup connected systems. If those ancillaryServices are not under contract with SunGard, then SunGard will, asan accommodation, use commercially reasonable efforts to assistCustomer with incident determination and resolution.

MaintenanceWindow

SunGard reserves the right to schedule a 72 hour maintenancewindow to help ensure proper maintenance of the SunGard backupinfrastructure. Typically, SunGard will conduct this maintenance nomore than once per calendar quarter.

Local Host Customers are required to contract with SunGard for a backup agentfor each server for which Data Backup Services are contracted forwith SunGard. SunGard only supports back up of data this is local tothe server under contract for the Data Backup Services.

File Restore File restores will be typically be initiated within 2 hours of Customerrequest at the Designated SunGard Facility, then housing the server.Restores to a secondary site are considered out of scope and requirean additional Schedule for Managed IT Services. SunGard does notprovide a service level commitment with regard to file restoration asthere are many factors outside of SunGard’s control that could resultin failure.

Test Restore At the completion of the implementation phase of the Data BackupServices, SunGard will perform an initial test restoration exercise ona portion of the data that has been scheduled to be backed up.Additional test restoration requests will be at additional cost toCustomer as they are not included in the Services.

PeriodicRestore

Customer requests for the periodic restoration in order to refreshdata on a secondary system or system partition are considered out ofscope and require a Schedule modification to define the customizedsolution.

114



SAN Services

Host BusAdapters

All servers attached to SunGard’s Shared Storage Area Networkrequire Customer-provided dual Host Bus Adapters (HBAs), and willhave SunGard provided multipath/failover Software installed.

SupportedHBAs

Only servers with EMC Clarrion and Symmetrix approved HBAs aresupported under SunGard’s Shared SAN Services.

SANConnections

SAN Services delivered through Shared SAN Services provide for two(2) fiber connections per target system. Additional connections maybe contracted for with SunGard. Non-fiber connections require acustomized solution. The effort to engineer and implement acustomized solution will require an additional Schedule for ManagedIT Services and a Statement of Work.

SupportOperatingSystems

Only servers with SunGard supported Operating Systems, withexception of OS/400, are supported under SunGard’s Shared SANServices. Support for Operating Systems that have been recentlyreleased or nearing EOL, should be confirmed with the SunGard’ssystems services group.

RAID Level All SunGard shared SAN storage is provided as RAID 5 or RAID 10.

BCV Business Continuity Volumes (BCV) can be used to improveavailability during backup, to support high volume backup, and tomake DB copies for development and staging systems. Once a BCV isestablished for a specific application it cannot be utilized for otherapplications. BCV(s) can only be added through the execution of anAddendum to the applicable Schedule and is only available forDedicated SAN Services. Support for BCV(s) that are used forpurposes of data replication are not covered by SAN Services, andmust be contracted for separately under Replication Services.

IncidentResolution

Incident resolution is limited to SAN infrastructure and SAN relatedServices associated with the OS. SunGard’s ability to resolve certainproblems may be limited by the Services under contract withSunGard. In order for SunGard to resolve SAN failures associatedwith the OS, Customer must contract with SunGard for OperatingSystem Management Advanced Services or Operating SystemManagement Standard Services for the SAN connected systemsexperiencing the failure.

SANInfrastructure

MaintenanceWindow

In addition to any time required for periodic infrastructure andfacility maintenance, SunGard reserves the right to conduct quarterlymaintenance on shared SAN infrastructure which is estimated torequire at least 36 hours.

DedicatedSAN Services

If SAN Services are provided through dedicated and/or Customerprovided devices, Customer acknowledges that:

The support and maintenance of Customer-providedmultipath/failover Software is the Customer’s responsibility.

Specifications and design of a Customer-provided SAN mustinclude remote connectivity capability to the SunGardmanagement network, and must be approved by SunGard’sStorage Engineering group prior to contract signing.

115



Vaulting Services

Data storage The data resides on a redundant disk configuration (RAID Level 5) inthe vault. The vault resides in the Designated SunGard Facility.

Retentionscheduling

Customer must establish its’ retention policy via the VaultingServices Software. The InfoStage DirectorTM maintains the firstgeneration of any backup on a RAID disk array. The server willalways maintain at least one generation of a backup onlineregardless of the retention settings of the agent. Customer mustcontact SunGard to request purging of out-dated or un-used backupsafe sets.


DatabaseBackup

Unless Customer contracts for Remote Managed Database Services,Customer is responsible for database backup methodology. SunGardcan support the following options:


Customer contracts for additional backup agent capabilities toinclude enhanced agent functionality. For this option, Customermust be running SunGard supported DB products at the DBSoftware vendor’s current supported release levels.


Unless Customer contracts for Remote Managed Citrix, Exchange,SAP or Oracle E-Business Suite Services, Customer is responsible forapplication backup methodology. SunGard can support the followingoptions:



ExchangeBackup

Vaulting Services – Restoration Support Option support for MicrosoftExchange only backs up the mail store. Mailbox level backup andrestoration is not supported.

BackupWindow

SunGard’s standard daily backup window begins at 6PM local timeand ends at 6AM local time the following day. Backup times will beaffected by the quantity and type of data to be vaulted. If thevaulting window is not sufficient for Customer application availability,a customized solution may be required. The effort to engineer andimplement a customized solution will require an additional Schedulefor Remote Managed IT Services.

116


Remote Storage Services Delivery Notes & Limitations

VMwareBackup



VMware Virtual Machines and VMware ESX host system will betreated as separate physical servers with regard to VaultingServices – Restoration Support Option and must be accounted forin the Schedule to be eligible for Vaulting Services – RestorationSupport Option. The ESX Server host system will be vaulted forrestoration of the VMware ESX Operating System only. VirtualMachine configuration files (VMX files) are included with theVMware ESX host system backup and restoration process;however, hot backups of virtual disk files (VMDK files) are notsupported.

Local Host Customers are required to contract with SunGard for a Vaultingagent for each server for which Vaulting Services – RestorationSupport Option are contracted for with SunGard. SunGard onlysupports back up of data this is local to the server under contract forthe Vaulting Services – Restoration Support Option.

117


NETWORK SERVICES

Managed Internet Access Services

SunGard’s Managed Internet Access Services provide for redundant high-speedInternet Service as contracted for on the Schedule for Managed IT Services. In orderfor the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Managed Internet Access Services Responsibilities

Custo

mer

SunG

ard

Provide IP Allocation Requirements Form. P

Complete IP Allocation Requirements Form. P

Provide registered IP address. 1 P

Provide registered Autonomous System Number (ASN) (only applicable forCustomers who require BGP peering).

P

If Domain Name System (DNS) Services are required, list SunGard’s nameservers as authoritative.

P

Primary and Secondary DNS administration for ten (10) domains. P

Up to five (5) DNS changes with up to ten (10) records per change per month,for Customer-registered domain names.

P

Monitor and manage SunGard Internet distribution infrastructure. P

Provide redundant Internet handoffs at Customer contracted capacity. P

Provide initial setup of contracted, Customer registered domains. P

Monitor Internet availability and notify Customer when Internet Access Servicesare unavailable.

P

Provide monthly Internet bandwidth utilization report. P





1 For Customers with significant IP requirements (for example purposes, in excess of1,000 public IP addresses), SunGard may require that Customer contact ARINdirectly to register the IP addresses.

118


Managed Internet Access Services Tasks

ManagedInternet AccessServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Internet AccessImplementation 5 3 Y Initial installation and configuration of Internet access.

Allocate IPAddress(es) 4 2

Allocate and provide a registered address range (onlyapplies to /24 or smaller IP address ranges).

DNS Zone Configure 5 2 Add, Update or Remove DNS zone.

DNS Record Configure 2 1 Add, Update or Remove DNS record.


Internet Performance Investigate reported Internet performance issues.

Internet FailureInvestigate reported Internet failure or availabilityissues.

Managed Internet Access Services Delivery Notes & Limitations

IncludedResources

Managed Internet Access Services include the following components.Requirements for additional component(s) are available following theexecution of an additional Schedule for Managed IT Services forthose components.

Access to the Internet based on the capacity contracted for in theSchedule.

SunGard registered IP addresses. Primary and Secondary DNS administration for ten (10) domains. Up to five (5) DNS changes with up to ten (10) records per

change per month, for Customer registered domain names. Two (2) Fast Ethernet connections to the Internet infrastructure

(A & B feeds). Monitoring and management of Internet infrastructure.

InternetAvailability

Managed Internet Access Services provide for redundancy, however,the availability of the Internet to your application depends on theoverall solution design utilizing the redundant connections. While theServices include an availability guarantee, this does not include theavailability of connected devices such as Firewalls, Switches, LoadBalancers and servers. Failure of non-redundant devices could resultin a loss of Internet Access Services to your application.

IP Address For Managed Internet Access Services you must fill out and completethe IP Allocation & Request Form to define and justify IP addressallocation. SunGard assigns IP addresses in accordance with therequirements of the American Registry for Internet Numbers (ARIN)and the European Regional Internet registry (RIPE).

119


LAN Services

SunGard’s LAN Services provide for the day-to-day support of the LAN devices as setforth in the Schedule for Managed IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that LAN Services are a bundled Service, which includes HardwareInstallation Services, Equipment Management Services and Advanced MonitoringServices – Device. Please refer to each Service defined herein for additional Servicedescriptions.

LAN Services Responsibilities

Custo

mer

SunG

ard


Provide initial network configuration requirements. P

Implement initial network configuration per Customer requirements. P

Provide LAN devices configuration change requirements. P

Implement LAN devices configuration changes per Customer requirements. P

Maintain exclusive control of security password and IDs. P

Monitor and notify Customer of LAN device availability. P

Provide proactive response to LAN device availability alert. P

Resolve reported or detected LAN device failures. A P

Monitor critical patch alerts and provide recommendations to Customer. P





120


LAN Services Tasks

LAN Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

LAN Device Patch 10 5 Apply single LAN device OS patch.

LAN DeviceImplementation 10 5 Y Initial installation & configuration of new LAN device.

LAN Device PortConfiguration 3 1

Enable ports, disable ports, or make configurationchanges as requested by Customer.

LAN DeviceInformation 5 5 Request for hardcopy of configuration information.


LAN Device Failure Investigate failed or crashed LAN device.

LAN Device Restart Request to restart or reboot a LAN device.

LAN DevicePerformance Request to investigate LAN device performance issues.

121


Managed Load Balancing Services and Geographic Load BalancingServices

SunGard’s Managed Load Balancing and Geographic Load Balancing Services providefor the day-to-day support of the Load Balancing devices as contracted for in theSchedule for Managed IT Services. In order for the Services to be delivered thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Managed Load Balancing Services are a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions. For Geographic Load Balancing Services anadditional service instance is required if the number of DNS entries for GeographicLoad Balancing exceeds 5 total DNS entries (i.e. one service instance per each blockof 5 DNS entries).

Managed Load Balancing Services Responsibilities

Custo

mer

SunG

ard



Configure Load Balancer (See standard configuration features matrix below) P

Provide and maintain current licensing of SSL certificates. P

Install Customer provided SSL certificates. P

Implement initial network configuration per Customer-defined requirements. P

Provide Load Balancer configuration change requirements. P

Implement Load Balancer configuration changes per Customer requirements. P

Provide backup and restore services for configuration. P


Monitor and notify Customer of Load Balancer availability (alert when LoadBalancer unavailable).

P

Provide proactive response to Load Balancer availability alert. P

Resolve reported or detected Load Balancer failures. A P


Deliver critical patch alerts as necessary. A P





122


Managed Load Balancing Services Tasks

Managed LoadBalancing Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

LB Patch 10 5 Apply single Load balancer OS patch.

LB Implementation 10 5 YInitial installation & configuration of new load-balancer.

LB SSL Card 10 5 Add SSL card to load-balancer.

LB RoutineConfiguration Change 1 3 1 Add, Update or Remove URL and/or server.

LB Information 5 5 Request for hardcopy of configuration information.

Non-standard Tasks Description

Configure LoadBalancer with non-standard features TBD TBD Y

Configure Load Balancer using non-standardconfiguration features (See non-standardconfiguration features matrix below)


LB Failure Investigate failed or crashed load balancer.

LB Restart2 Request to restart or reboot a load balancer.

LB PerformanceRequest to investigate load balancer performanceissues.

1 Non-standard configuration changes (i.e. changes that require development ofcustom scripts or advanced iRules configurations) may require an additionalSchedule for Managed IT Services which may result in additional fees.

2 Not applicable if restart or reboot of Load Balancer can not be performedremotely.

Managed Load Balancing Configuration Features

Any configuration task not specified in the table below as a standard configurationfeature or is considered a non-standard configuration feature and as such will requirean additional Schedule for Managed IT Services and may result in additional fees.

123


Standard Configuration Features - Managed Load Balancing Services

LoadBalancingMethods

Description

Round Robin(Default)

Passes each new connection request to the next server in line, eventuallydistributing connections evenly across the array of machines being loadbalanced

Ratio Distributes connections among machines according to ratio weights thatyou define

Fastest Passes a new connection based on the fastest response of all currentlyactive nodes

LeastConnections

Passes a new connection to the node that has the least number of currentconnections

Observed Uses a combination of the logic used in the Least Connections and Fastestmodes

Predictive Nodes are rated according to a combination of the number of currentconnections and the response time. The system analyzes the trend of theranking over time, determining whether a node’s performance is currentlyimproving or declining.

ContentMonitoring

Description

ICMP Checks the status of a node, using ICMP

TCP Echo Checks the status of a node, using TCP

TCP Verifies TCP service by attempting to receive specific content from a node

HTTP Verifies HTTP service by attempting to receive specific content from a webpage

HTTPS Verifies HTTPS service by attempting to receive specific content from anSSL web page

SSLProcessing

Description

Certificateverification

Determines whether a client or server can trust a certificate that ispresented by a peer (that is, a client or a server). Must installkey/certificate pair.

Encryption anddecryption

Off-loads work from target web servers, the F5 decrypts incoming clientrequests. Can re-encrypt a request before forwarding it on to a server.Must install key/certificate pair.

IRULES Description

HTTP to HTTPRedirect, PortRedirect

IRULE that will send an HTTP redirect for all incoming traffic to a VIP. Alltraffic will be redirected to the same URI, but a different port.

Query URIcontent to selecta pool or node

IRULE that will query the requested URI for specific content and thendirect the traffic to a specific load balancing pool or node based onmatching criteria.

PersistenceTypes

Description

CookiePersistence

Cookie persistence uses an HTTP cookie stored on a client’s computer toallow the client to reconnect to the same server previously visited at aweb site

Source addressaffinitypersistence

Directs session requests to the same server based on the source IPaddress of a packet

SSL persistence Tracks non-terminated SSL sessions, using the SSL session ID

124


Non-standard Configuration Features - Managed Load Balancing Services

AdvancedFeatures

Description

Packet Filters Packet filters enforce an access policy on incoming traffic. Criteria -Source IP, Destination IP, Destination Port. Note: This feature islimited to directly connected networks.

AuthenticatingApplicationTraffic

Allows you to use a remote system to authenticate or authorizeapplication requests that pass through the LTM system.

SSLProcessing

Description

Certificaterevocation

Can check to see if a certificate being presented by a client or server hasbeen revoked. Uses either Certificate revocation lists (CRLs) or OnlineCertificate Status Protocol (OCSP).

Authorization Once the SSL profile has verified that a client or server can be trusted, theLTM system can then control the connection’s level and type of access tothe destination content. Uses external authorization or IRULES.

IRULES Description

AdvancedIRULES

Any IRULE not classified as a Standard IRULE (see above)

ContentMonitoring

Description

FTP Attempts to download a specific file to the /var/tmp directory on an F5.Once downloaded successfully, the file is not saved.

IMAP Attempts to open a specified mail folder on a server. Similar to the pop3monitor.

LDAP Attempts to authenticate the specified user

Oracle Performs an Oracle login to a service

POP3 Attempts to log on as the specified user, and log off

Radius Attempting to authenticate the specified user

SMTP Issues standard SMTP commands

UDP Attempting to send UDP packets to a pool, pool member, or node andreceiving a reply

PersistenceTypes

Description

Hashpersistence

Allows you to create a persistence hash based on an existing iRule

MicrosoftRemote DesktopProtocolpersistence

Tracks sessions between clients and servers running the RDP service

125


Cross Connect Services

SunGard’s Cross Connect Services provide physical connectivity between the carrierdemarcation point and the contracted Space in the Designated SunGard Facility asidentified in the Schedule for Managed IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Cross Connect Services Responsibilities

Custo

mer

SunG

ard

Complete Customer Provided Circuit Form for Customer-provided circuits. P

Provision Customer-provided circuits from carrier. P

Provide Letter of Agency for Customer-provided circuits. P

Notify SunGard of carrier circuit delivery date at Designated SunGard Facility. P

Install cross connect from carrier demarcation to Customer Space. P

Complete circuit testing and acceptance with carrier & Customer. P

Maintain circuit profile in asset inventory. P

Dedicated Transport Services

SunGard’s Dedicated Transport Services provide for the provisioning of SunGard orthird-party telecommunication circuits as contracted for in the Schedule for ManagedIT Services. In order for the Services to be delivered the following responsibilitymatrix must be understood and executed by both parties. Customer’s failure to fulfillits responsibilities noted herein may prevent and or delay SunGard from providingthe Services.

Dedicated Transport Services Responsibilities

Custo

mer

SunG

ard

Complete Customer-Provided Circuit Form for Customer-provided circuits. P

Provision SunGard-provided circuits from carrier. P

Notify Customer of “final operational capability” date as provided by the carrierfor SunGard-provided circuits.

P

Install cross connect from carrier demarcation to Customer Space. P

Complete circuit testing and acceptance with carrier & Customer. P

Maintain circuit profile in asset inventory. P

126


Managed Customer Premise Equipment (CPE) Services

SunGard’s Managed CPE Services provide for support of the network terminationEquipment located at the Customer Facility and/or at the Designated SunGardFacility as contracted for in the Schedule for Managed IT Services. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Managed Customer Premise Equipment Services is a bundledService, which includes Hardware Installation Services (for the terminationEquipment within the SunGard facility), Equipment Management Services andAdvanced Monitoring Services – Device. Please refer to each Service defined hereinfor additional Service descriptions.

Managed CPE Services Responsibilities

Custo

mer

SunG

ard

Provision SunGard-provided Equipment. P

Provide SunGard with specification sheets & installation guides for Customer-provided Equipment.

P

Relinquish control of security password and IDs for Customer-providedEquipment to SunGard.

P


Provide access to Customer premise when requested. P

Provide Software configuration backup. P

Monitor necessary microcode, firmware or critical patch alerts. P

Notify Customer of recommended microcode, firmware or critical patch changes. P

Monitor Equipment availability. P

Resolve reported or detected Equipment failures. P





127


Managed CPE Services

ManagedCPE Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

Router Implementation 10 5 Y Initial installation and configuration of new router.

Router OS Patch 10 5 Apply single router OS patch.

Router OS Version 10 5 Upgrade router OS to latest version.

Router Configuration 5 1 Add routes, access list updates, etc.

Router Upgrade 10 5 Y Upgrade router hardware.

Router Information 5 5 Request for hardcopy of configuration information.

CSU Implementation 10 5 Initial installation & configuration of new CSU/DSU.

CSU Configuration 10 5 Configure CSU/DSU parameters.

CSU Upgrade 10 5 Upgrade CSU/DSU hardware.


Connectivity Failure Request to investigate failed connectivity.

Router Failure Request to investigate failed or crashed router.

Router Restart Request to restart or reboot a router.

Router Performance Request to investigate router performance issues.

CSU Failure Request to investigate failed or crashed CSU/DSU.

CSU Restart Request to restart or reboot a CSU/DSU.

128


Network Services Delivery Notes & Limitations

EquipmentAvailability

SunGard does not guarantee network device failure Time To Fix.SunGard will engage and manage vendors in accordance withCustomer’s maintenance agreement on the affected networkEquipment. Customer acknowledges that SunGard is not responsiblefor vendor failure to deliver parts or repairs within maintenanceagreement timelines. Customer’s sole remedy for device failures lieswith the device vendor.

ApprovedEquipment

Customer-provided Equipment must meet SunGard requirements forapproved vendor and model, approved support and maintenancecontracts, and proper OS and management Software licenseagreements as confirmed by SunGard’s Equipment certificationprocess prior to implementation of the solution.

CustomerAccess

Customer administrative access to SunGard managed networkdevices is not permitted. Customer may request a hardcopy orelectronic copy of device configuration data.

129


SECURITY SERVICES

Managed Firewall Services

SunGard’s Managed Firewall Services provide for the day-to-day support of theFirewall as contracted for on the Schedule for Managed IT Services. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Managed Firewall Services is a bundled Service, which includesHardware Installation Services, Equipment Management Services, LAN Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions.

Managed Firewall Services Responsibilities

Custo

mer

SunG

ard

Select Equipment from SunGard supported vendors and models P

Provide add-ons required for management of Customer-provided Equipment. P


Implement initial network configuration in accordance with Customerrequirements.

P

Provide Firewall Policy Requirements Form. P

Complete Firewall Policy Requirements Form. P

Implement Firewall policy changes in accordance with completed CustomerFirewall Policy Requirements Form.

P

Backup and restore firewall rule sets. P

Maintain exclusive control of root security password and IDs. P

Monitor and notify Customer of Firewall availability. P

Provide proactive response to Firewall availability alert. P

Resolve reported or detected Firewall failures. A P

Monitor critical patch alerts P

Implement Firewall policy changes per Customer written requirements. A P

Delivery of critical security patches as necessary. P





130


Managed Firewall Services Tasks

Managed Firewall(FW) Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

FW Implementation 10 5 Y Initial installation & configuration of new FW.

FW Policy Update 3 1 Request to update security policy rules.1

FW Removal 10 Remove existing FW.

FW Upgrade 10 5 Upgrade FW OS to newer version.

FW Provide Policy 3 1 Request to provide copy of FW policy.

VPN Add Customer 1 Y Add a Customer based VPN connection.

VPN Add Site-to-Site 10 5 Y Add a site-to-site VPN between 2 FWs 2 .

VPN Remove Customer 1 Remove a Customer based VPN connection.

VPN Remove Site-to-Site 5 1 Remove a site-to-site VPN.

VPN Update Customer 1 Update a Customer based VPN connection.

VPN Customer Logs 2Two days activity via SunGard’s Portal with 90 dayarchive.

VPN Update Site-to-Site 10 5 Update a site-to-site VPN.


FW Failure Investigate failed or crashed FW.

FW Restart Request to restart or reboot a FW.

FW Performance Request to investigate FW performance issues.

1A firewall policy rule update shall be defined as a modification of no more than 10

IP addresses or 10 IP networks in a single request.

2 An additional VPN Add-On Service is required if the total number of VPN tunnelsexceeds 5 (combination of site to site and remote user).

131


Managed Network Intrusion Detection Services (NIDS)

SunGard’s Managed Network Intrusion Detection Services (NIDS) provide formonitoring and response to intrusion events detected by network based intrusiondetection systems as contracted for in the Schedule for Managed IT Services.Delivery of these Services may require deployment of one or more Network SecurityAppliance(s) (NSA) within Customer’s network. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from delivering the Services.

Please note that Managed Network Intrusion Detection Services is a bundled Service,which includes Hardware Installation Services, Equipment Management Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions.

Managed NIDS Responsibilities

Custo

mer

SunG

ard

Provide IDS Requirements Form. P

Complete IDS Requirements Form. P

Conduct IDS solution review meeting. A P

Provide for one Ethernet port connection to each identified network segment. P

Provision NSA Equipment & Software to be deployed as part of the Services. P

Configure and activate NSA for identified network segments in accordance

with completed IDS Requirements Form.P

Coordinate fine-tuning of attack policy (duration not to exceed 30 days). A P

Establish Customer Portal access. P

Log detected Minor and Major events on Portal. P

Notify Customer of Major events, including description, analysis and

suggested remediation.P

Provide on-going fine-tuning of attack signatures to optimize the Services. A P

Apply new attack signatures when available. P

Monitor availability of NSA and respond to detected failures. P





132


Managed IDS Tasks

Managed NIDS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

IDS Custom Pattern 30 Y Create a customized attack pattern.

IDS Reporting andAnalysis 60 Y Basic analysis and reporting on IDS activity.

IDS Install 20 15 Y Initial installation & configuration of IDS solution.


IDS Major Alert Investigate IDS Major event.

IDS Minor Alert 5 1 Y Investigate IDS Minor event.

IDS Failure Investigate failed IDS component.

NSA Restart Request to restart or reboot a NSA.

133


Managed Host Intrusion Detection Services (HIDS)

SunGard’s Managed Host Intrusion Detection Services (HIDS) provide for monitoringand response to intrusion events detected by host based intrusion detection Softwareas contracted for in the Schedule for Managed IT Services. Delivery of the Servicesrequires deployment of Software within Customer’s systems. In order for the Servicesto be delivered the following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from delivering the Services.

Managed HIDS Responsibilities

Custo

mer

SunG

ard

Provide HIDS Requirements Form. P

Complete HIDS Requirements Form. P

Conduct HIDS solution review meeting. A P

Install host based intrusion sensor Software in accordance with completed

HIDS Requirements Form.*1

PP

Coordinate fine-tuning of attack policy (30 days). P


Log detected Minor and Major Events on SunGard’s Portal. (2 days data via

SunGard’s Portal and 90 days archived data.)P

Notify Customer of Major Events, including description, analysis and


Provide on-going fine-tuning of attack signatures to optimize the Services. P






1Installed by SunGard when the server is under contract with SunGard for OSManagement Services, otherwise installed by Customer.

134


Managed HIDS Tasks

Managed HIDS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

HIDS Custom Policy 30 Y Create a customized attack policy.

HIDS Reporting andAnalysis 60 Y Basic analysis and Reporting on IDS activity

HIDS Install 20 15 Y Initial installation and configuration of IDS solution.





Managed Intrusion Prevention Services (IPS)

SunGard’s Managed Intrusion Prevention Services (IPS) provide for the monitoring,traffic filtering, and response to intrusion events detected by network based intrusionprevention systems as contracted for in the Schedule for Managed IT Services.Delivery of the Services may require deployment of one or more Network SecurityAppliance (NSA) within Customer’s network. In order for the Services to be deliveredthe following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Managed Intrusion Prevention Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions.

135


Managed IPS Responsibilities

Custo

mer

SunG

ard

Provide IPS Requirements Form. P

Complete IPS Requirements Form. P

Conduct IPS solution review meeting. A P

Provide one Ethernet port connection to each identified network segment. P

Provision NSA Equipment and Software to be deployed as part of the Services. P


with completed IPS Requirements Form.P



Log detected Minor and Major Events on SunGard’s Portal. (Two days data

via SunGard’s Portal and 90 days archived.)P

Automate filtering of high risk attacks as configured on the NSA P



Provide on-going fine-tuning of attack signatures to optimize Services. A P







136


Managed IPS Tasks

Managed IPS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Description

IPS Custom Signature 30 Y Create a customized attack policy.

IPS Reporting andAnalysis 60 Y Basic analysis and reporting on IPS activity

IPS Install 20 15 Y Initial installation & configuration of IPS solution.


IPS Major Alert Investigate IPS Major event.

IPS Minor Alert 5 1 Y Investigate IPS Minor event.

IPS Failure Investigate failed IPS component.

NSA Restart Request to restart or reboot a NSA.

Managed Vulnerability Protection Services (VPS)

SunGard’s Managed Vulnerability Protection Services (VPS) provide customized,recurring vulnerability scanning of external network, application and remote accessdevices that enable Customer to proactively identify and remediate high-riskvulnerabilities before they can be exploited. In order for the Services to be deliveredthe following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent or delaySunGard from providing the Services.

Managed VPS Responsibilities

Custo

mer

SunG

ard

Provide VPS Requirements Form. P

Complete VPS Requirements Form. P

Conduct VPS solution review meeting. A P

Coordinate fine-tuning of attack policy (30 days) in accordance with

completed VPS Requirements Form.

AP


Log reports on Portal. P





137


Managed Vulnerability Protection Services Tasks

Managed VulnerabilityProtection Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Launch Scan 20 Y Create a customized attack policy.

Vulnerability AnalysisReport 20 Y

Basic analysis and reporting on VPS activity

Scanner Install 20 15 Y Initial installation & configuration of scanner.


Report Deliver report via SunGard’s Portal.

Managed Client VPN Services

SunGard’s Managed Client VPN Services provide for day-to-day support of end users’access to Customer’s hosted infrastructure at SunGard as well as financialapplications hosted by SunGard. In order for the Services to be delivered thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services..

Managed Client VPN Services Responsibilities

Custo

mer

SunG

ard


Provide Software subscriptions for SunGard-provided Equipment. P

Provide Software subscriptions for Customer-provided Equipment. P




Provide Managed Client VPN Policy Requirements Form. P

Complete Managed Client VPN Policy Requirements Form. P

Implement Managed Client VPN policy changes per Customer requirements. P

Maintain control of passwords and IDs. P

Monitor and notify Customer of Managed Client VPN availability. P

Provide proactive response to Managed Client VPN availability alert. P

Resolve reported or detected Managed Client VPN failures. A P

Monitor critical patch alerts. P


138


Managed Client VPN Services Responsibilities

Custo

mer

SunG

ard




Managed Client VPN Services Tasks

Managed Client VPNServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

VPN Implementation 10 5 YInitial installation & configuration of new ManagedClient VPN.

VPN Policy Update 3 1 Implement request to update security policy rules.

VPN Removal 10 Remove existing Managed Client VPN.

VPN Upgrade 10 5 Upgrade VPN device OS to newer version.

VPN Provide Policy 3 1Request to provide copy of Managed Client VPNpolicy.

VPN Add User 1 Y Add a user connection.

VPN Remove Customer 1 Remove a user VPN connection.

VPN Customer Update 1 Update a users VPN connection.


VPN FailureInvestigate failed or crashed Managed Client VPN /VPN device.

VPN RestartRequest to restart or reboot a Managed Client VPNdevice.

VPN PerformanceRequest to investigate Managed Client VPNperformance issues.

139


Malicious Traffic Management Services

SunGard’s Malicious Traffic Management Services provide access to a fullyoutsourced in-depth defense solution with application and network layer filtering asset forth on the Schedule for Managed-IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Malicious Traffic Management Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions.

Malicious Traffic Management Services

Custo

mer

SunG

ard

Provide Equipment from supported vendors A P


Provide hardware & Software maintenance agreements for 7x24 support. P



Assemble Equipment as required. P

Install the assembled Equipment in Customer cabinet. P

Maintain Equipment in asset inventory. P

Provide architecture diagram of target network. P

Provide initial network configuration requirements. A P

Provide tuning requirements P A


Provide Malicious Traffic Management Policy Requirements Form. P

Complete Malicious Traffic Management Policy Requirements Form. A P

Submit firewall policy changes per Customer requirements. P

Maintain control of administrator security password and IDs. P

Provide proactive response to application availability problems. P

Resolve reported or detected application failures. A P






140


Malicious Traffic Management Services Tasks

Malicious TrafficManagement

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

InfrastructureImplementation 20 5 Y

Initial installation and configuration of Customer’sEquipment.

Initial applicationconfiguration 5 5 Y Initial installation and configuration of application.

Application Tuning 30 Y Application fine tuning to Customer’s requirements

Application Policychanges 3 1 Implemented requested application configuration.

Application ofEmergency securitysignatures 1 1 Emergency implementation of signatures.

Provide Logs /specialized Reports 3 1

Request to provide copy of application activity reportsoutside of standard reporting.

Provide Policy 3 1 Requests to provide copy of configuration (policies).


Application Failure Investigate application failure or system crashes.

Emergency Applicationchanges Emergency signatures released for significant threats.

System / Applicationrestart Request to restart application services.

ApplicationPerformance Request to investigate application performance issues.

141


Managed Content Filtering

SunGard’s Managed Content Filtering Services provides 24x7 advanced content andmalicious site filtering to bridge the gap between firewalls and anti-virus Software asset forth on the Schedule for Managed IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Managed Content Filtering Services is a bundled Service, whichincludes Hardware Installation Services, Equipment Management Services andStandard Monitoring Services. Please refer to each Service defined herein foradditional Service descriptions.

Managed Content Filtering Responsibilities

Custo

mer

SunG

ard

Provide Equipment from supported vendors P


Provide Equipment maintenance agreements for 7x24 support. P

Provide hardware / Software licenses for Customer-provided Equipment. P



Install assembled Equipment in Customer cabinet. P


Provide initial network configuration requirements. A P


Maintain control of administrator security password and IDs. P

Provide proactive response to application availability problems. P

Resolve reported or detected application failures. A P





142


Managed Content Filtering Tasks

Managed ContentFiltering tasks

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

InfrastructureImplementation 20 5 Y

Initial installation and configuration of Customer’sEquipment.

Applicationconfiguration 10 5 Initial installation and configuration of application.

Application changes 3 1 Implemented requested application configuration.

Application Upgrade 3 1 Implement application patches.

Provide Logs /specialized Reports 3 1

Request to provide copy of application activity reportsoutside of standard reporting.

Provide Policy 3 1 Requests to provide copy of configuration (policies).


Application Failure Investigate application failure or system crashes.

System / Applicationrestart Request to restart application services.

ApplicationPerformance Request to investigate application performance issues.

143


Managed Digital Certificate Services

SunGard’s Managed Digital Certificate Services provide Secure Sockets Layer (SSL)certificate to protect Customer’s web site, Intranets and E-commerce SSL capablesystems as set forth on the Schedule for Managed IT Services. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Managed Digital Certificate Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Digital Certificate Requirements Form. P

Complete Managed Digital Certificate Requirements Form. P

Contract for or provide Internet connectivity P

Generate Certificate Signing Request (CSR) P

Provide SSL Certificate P

Install SSL Certificate1 P

Maintain SSL Certificate password P


1 If SSL device is managed by SunGard, SunGard will generate CSR and install theSSL Certificate.

Managed Digital Certificate Services Tasks

Managed DigitalCertificate Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Renew SSL Certificate 20 5 Y Renew SSL Certificate

Request additional SSLCertificate 5 5 Y New SSL Certificate

144


Managed Two-Factor Authentication Services

SunGard’s Managed Two-Factor Authentication Services provide access to a 24x7two-factor authentication architecture for the number of users as set forth on theSchedule for Managed IT Services. In order for the Services to be delivered thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Managed Two-Factor Authentication Services Responsibilities

Custo

mer

SunG

ard


Provide Software subscriptions for SunGard-provided Equipment. P






Provide Managed Two-Factor Authentication Policy Requirements Form. P

Complete Managed Two-Factor Authentication Policy Requirements Form. P

Implement Managed Two-Factor Authentication policy changes per Customerrequirements.

P


Monitor and notify Customer of Managed Two-Factor Authenticationavailability.

P

Resolve reported or detected Managed Two-Factor Authentication failures. A P






145


Managed Two-Factor Authentication Services Tasks

Managed Two-FactorAuthenticationServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Implementation 10 5 YInitial installation & configuration of new ManagedTwo-Factor Authentication.

Patch 10 5 Apply single OS patch.

Policy Update 3 1 Request to update security policy rules.

Removal 10 Remove existing Managed Two-Factor Authentication.

Upgrade 10 5 Upgrade OS to newer version.

Provide Policy 3 1Request to provide copy of Managed Two-FactorAuthentication policy.

Add User 1 Y Add a user.

Remove Customer 1 Remove a user.

Update Customer 1 Update a user.


FailureInvestigate failed or crashed Managed Two-FactorAuthentication instance.

RestartRequest to restart or reboot a Managed Two-FactorAuthentication instance.

PerformanceRequest to investigate Managed Two-FactorAuthentication performance issues.

146


Managed Access Services

SunGard’s Managed Access Services provide support and administration of hostedand remote Customer access environments (Active Directory & LDAP). The Servicesinclude account administration and security access control for the number of users asset forth on the Schedule for Managed IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Managed Access Services Responsibilities

Custo

mer

SunG

ard

Contract for OS Management Advanced or Enterprise Services P



Provide Managed Access Services Policy Requirements Form. P

Complete Managed Access Services Policy Requirements Form. P

Implement Managed Access Services policy changes per Customerrequirements.

P


Monitor and notify Customer of Managed Access Services availability. P

Resolve reported or detected Managed Access Services failures. A P






147


Managed Access Services Tasks

Managed AccessServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Implementation 10 5 YInitial installation & configuration of new ManagedAccess Service instance.



Removal 10 Remove existing Managed Access Service instance(s).

OS Upgrade 10 5 Y Upgrade OS to newer version.

Provide Policy 3 1Request to provide copy of Managed Access Servicespolicy.





FailureInvestigate failed or crashed Managed Access Serviceinstance(s).

RestartRequest to restart or reboot a Managed Access Serviceinstance(s).

PerformanceRequest to investigate Managed Access Serviceperformance issues.

148


Security Services Delivery Notes & Limitations


SunGard does not guarantee device failure Time To Fix with regard toany Security Services. SunGard will engage and manage vendors inaccordance with the terms of the underlying maintenance agreement.Customer acknowledges that SunGard is not responsible for vendorfailure to deliver parts or repairs within maintenance agreementtimelines. Customer’s sole remedy for the effect of device failures iswith the device vendor.

PolicyChanges

SunGard applies policy changes in accordance with Customer’s writteninstructions as set for on the Firewall Policy Form. If Customerprovided instructions result in a Service outage, such downtime willnot be counted against any Service Level commitment.

Logs SunGard can provide Customer with access to 2 days of online dataand 90 days of archived log data via SunGard’s Portal for Firewall andIDS Services.

IDS AttackResponse

Intrusion Detection Services cannot prevent attacks; only providenotice that a potential attack condition exists. SunGard’s response islimited to Customer notification.

IPS AttackResponse

Intrusion Prevention Systems can block attacks based on pre-selectedcriteria. Any traffic that meets the customized attack criteria will bedropped and Customer notification will occur. SunGard is notresponsible for Customer traffic that is filtered by the NSA.

CustomerAccess

Customer administrative access to SunGard Managed SecurityServices devices is not permitted. Customer may request a hardcopyor electronic copy of device configuration data.

CertificateSigningRequest(CSR)

To generate a CSR for Managed Digital Certificate Services, Customerwill need to create a key pair for Customer provided SSL capabledevice. These two items are a digital certificate key pair and cannot beseparated. If Customer loses public/private key file or password andgenerate a new one, the SSL Certificate will no longer match resultingin the need for a new SSL Certificate. Request for a new SSLCertificate may be charged.

SSLCertificateuse

Managed Digital Certificate Services SSL certificates can not be usedon more than one physical server or device at a time, unlesscontracted for accordingly. When private keys are moved among SSLdevices (Servers or SSL Accelerators) accountability and controldecreases, and auditing becomes more complex. Sharing certificateson SSL devices is unsupported by SunGard and may compromise yoursecurity posture, as well as complicate the tracing of a securitybreach.

149


MONITORING SERVICES

Standard Monitoring Services

SunGard’s Standard Monitoring Services provides up/down status for IP-networkattached devices using standard Internet protocols. In order for SunGard to deliverthe Services, the devices must be network accessible to the SunGard managementfabric. Standard Monitoring Services are available for the number and type of devicesas contracted for on the Schedule for Managed IT Services. In order for the Servicesto be delivered the responsibility matrix set forth below must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services. The following Tableof Standard Events defines the monitored devices and events.

Table of Standard Events

Device Event Frequency

ICMP capable devices ICMP Poll Negative Response. 5 Minutes

Non-ICMP capable devices SNMP Poll Negative Response fromdevice exclusive of SNMP traps.

5 Minutes

The following table defines SunGard’s response to each type of event.

Event Response

o ICMP Poll NegativeResponse

o SNMP Poll NegativeResponse

o Open Critical Incidento Notify Customer

The following responsibilities are defined for Standard Monitoring Services.

Standard Monitoring Services Responsibilities

Custo

mer

SunG

ard

Provide connectivity to the device for the SunGard monitoring infrastructure. P

Provide dedicated monitoring NIC (as applicable). P

Permit unused network device interfaces to be configured as administrativelydown.

P

Provide Monitoring Requirements Form. P

Complete Monitoring Requirements Form. P

Monitor ports identified in the Monitoring Requirements Form (only one IPaddress included for each device to be monitored).

P

Notify Customer of detected alerts. P

Notify SunGard of device address changes. P

150


Advanced Monitoring Services– Operating System

SunGard’s Advanced Monitoring Services–Operating System detect system levelevents that indicate immediate or potential failures. Advanced Monitoring Services –Operating System are available for the number of servers as contracted for on theSchedule for Managed IT Services. The following Table of Standard Events definesthe monitored events and the method of detection. In order for the Services to bedelivered the responsibility matrix set forth below must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.


Event Detection

System Availability Response to ICMP Poll on management IP address

Process Availability Process Up/Down Status (up to five named processes)

System Log (Unix) Critical Level Kernel Messages

CPU Utilization Sustained Threshold

Memory Utilization Sustained Threshold

Paging Space Utilization Sustained Threshold

File System Utilization Sustained Threshold (up to five file systems)

The following Table defines SunGard’s response to each type of event.

Event Response

o System Availabilityo Process Availabilityo System Log

o Open Critical Incidento Notify Customero Begin Server Incident Resolution1

o CPU Utilizationo Memory Utilizationo Paging Space Utilizationo File System Utilization

o Open Major Incidento Notify Customero Investigate Incident & Determine Action Plan*

1 Only available if Customer contracts with SunGard for Operating SystemManagement Services.

151


The following responsibilities are defined for Advanced Monitoring Services –Operating System Services.

Advanced Monitoring Services – Operating System Responsibilities

Custo

mer

SunG

ard


Provide dedicated monitoring NIC (same NIC can be used for monitoring andmanagement services).

P

Provide System Monitoring Requirements Form. P

Complete System Monitoring Requirements Form. P

As necessary, license hardware monitoring agents. P

Install & configure platform and hardware monitoring agents. P

Monitor availability & thresholds identified by System Monitoring RequirementsForm.

P

Notify Customer of detected alerts in accordance with the System MonitoringForm.

P

Provide monthly availability and threshold report via SunGard’s Portal. P

152


Advanced Monitoring Services - Database

SunGard’s Advanced Monitoring Services – Database detect database events thatindicate immediate or potential failures. Advanced Monitoring Services – Databaseare available for the number of servers and the number of database instances ascontracted for on the Schedule for Managed IT Services. The following table ofStandard Events defines the events which will be monitored by SunGard and thespecific method of detection. In order for the Services to be delivered theresponsibility matrix set forth below must be understood and executed by bothparties. Customer’s failure to fulfill its responsibilities noted herein may prevent andor delay SunGard from providing the Services.


Event Detection

Database Availability Database Up/Down Status

Database Error Database Logs Critical Error

Archive Log Archive Log Unavailable

Table Space Utilization Threshold

Table Extent Utilization Threshold

The following Table defines SunGard’s response to each type of Event.

Event Response

o Database Availability o Open Critical Incidento Notify Customero Begin Database Incident Resolution1

o Database Erroro Archive Logo Table Space Utilizationo Table Extent Utilization

o Open Major Incidento Notify Customero Investigate Database Incident & Determine Action Plan

1 Only if the Database application is under contract with SunGard for ApplicationSupport – Managed Database Services.

153


The following responsibilities are defined for Advanced Monitoring Services –Database Services.

Advanced Monitoring Services – Database Responsibilities

Custo

mer

SunG

ard

Subscribe to Advanced Monitoring Services – Operating System or other Serviceofferings which include Advanced Monitoring Services – Operating System.

P

Provide Database Monitoring Requirements Form. P

Complete Database Monitoring Requirements Form. P

Install and configure DB monitoring agents. P

Monitor availability and thresholds identified on the completed DatabaseMonitoring Form.

P

Notify Customer of detected alerts based on requirements in the DatabaseMonitoring Form.

P

If Customer contracts for Advanced Application Support – Database, theServices include SunGard using commercially reasonable efforts to resolvedetected DB issues.

P

154


Advanced Monitoring Services - Exchange

SunGard’s Advanced Monitoring Services – Exchange detect Microsoft© Exchangeevents that indicate immediate or potential failures. Advanced Monitoring Services –Exchange are available for the number of servers and the number of Exchangeinstances as contracted for on the Schedule for Managed IT Services. The followingtable of Standard Events defines the events which will be monitored by SunGard andthe specific method of detection. In order for the Services to be delivered theresponsibility matrix set forth below must be understood and executed by bothparties. Customer’s failure to fulfill its responsibilities noted herein may prevent andor delay SunGard from providing the Services.


Event Detection

Exchange Availability Exchange Up/Down Status

Exchange Error Exchange Logs Critical Error


Mail Store Utilization Threshold


Event Response

o Exchange Availability o Open Critical Incidento Notify Customero Begin Exchange Incident Resolution1

o Exchange Erroro Archive Logo Mail Store Utilization

o Open Major Incidento Notify Customero Investigate Exchange Incident & Determine Action Plan

1 Only if the Exchange application is under contract with SunGard for ManagedExchange Services.

155


Advanced Monitoring Services- Web

SunGard’s Advanced Monitoring Services - Web detect up/down status for Customerprovided URL addresses and TCP ports. Devices must be network accessible to theSunGard management fabric in order for SunGard to provide the Services toCustomer. Advanced Monitoring Services - Web are available for the number of URLsas contracted for on the Schedule for Managed IT Services. In order for the Servicesto be delivered the responsibility matrix set forth below must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

The following table of Standard Events defines the monitored devices and events.



Process Availability Customer specified web server specificprocesses (i.e. DLLhost, InetInfo, andwww service).

N/A

System Log Critical Level System Web Server LogMessages

N/A

User Connections Sustained Threshold N/A

Server Connections Sustained Threshold N/A

TCP Ports TCP Poll Negative Response 5 Minutes

URL o HTTP-Get Response > 45 Secondso Domain Lookup Failureo TCP Connection Failureo HTTP-Get Status Codes other than:

200, 301, 302.

5 Minutes


Event Response

o TCP Poll Negative Responseo Process Availabilityo System Log


o User Connectionso Server Connections

o Open Major Incidento Notify Customer

o HTTP-Get Response > 45Seconds

o Domain Lookup Failureo TCP Connection Failureo HTTP-Get Status Codes Other

Than: 200, 301, 302.

o Attempt Manual Browseo If Site Not Available or Extremely Slowo Open Critical Incidento Notify Customero Begin Internet Incident Resolutiono If Site Availableo Open Minor Incidento Notify Customer

156


The following responsibilities are defined for Advanced Monitoring – Web Services.

Advanced Monitoring Services - Web Responsibilities

Custo

mer

SunG

ard



P



Monitor ports & URLs as specified in the Monitoring Requirements Form. P


Notify SunGard of device address or URL name changes. P

Advanced Monitoring Services - Device

SunGard’s Advanced Monitoring Services - Device detect up/down status forCustomer devices and events that indicate immediate or potential failures. Devicesmust be network accessible to the SunGard management fabric. AdvancedMonitoring Services - Device are available for the number of devices as contracted forin the Schedule for Managed IT Services. In order for the Services to be delivered theresponsibility matrix set forth below must be understood and executed by bothparties. Customer’s failure to fulfill its responsibilities noted herein may prevent andor delay SunGard from providing the Services.



Device Event

Network Availability Response to ICMP Poll on management IP address



Temperature Threshold Sustained Threshold

Power Supply Failure Critical Level Syslog Message

Fan Failure Critical Level Syslog Message

WAN Interface Utilization Sustained Threshold

157



Event Response

o Network Availabilityo Power Supply Failure


o CPU Utilizationo Memory Utilizationo Temperature Thresholdo Fan Failureo WAN Interface Utilization


The following responsibilities are defined for Advanced Monitoring Services – Device.

Advanced Monitoring Services – Device Responsibilities

Custo

mer

SunG

ard





P

Monitor ports identified by Monitoring Requirements Form. P



158


Web Transaction Monitoring Services

SunGard’s Web Transaction Monitoring Services provide for execution of a Customerprovided transaction to measure end-to-end application responsiveness. WebTransaction Monitoring Services are available for the number of transactions forwhich Customer has contracted with SunGard as set forth on the Schedule forManaged IT Services. Each transaction may include up to five (5) discrete steps. Inorder for the Services to be delivered the responsibility matrix set forth below mustbe understood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

The following table defines the monitored devices and Events.


URL Executed Transaction 5 Minutes

The following table defines SunGard’s response to each type of Event.

Event Response

o Transaction NegativeResponse

o Open Major Incident Ticketo Notify Customer

The following responsibilities are defined for Web Transaction Monitoring Services.

Web Transaction Monitoring Services Responsibilities

Custo

mer

SunG

ard




Develop Customer transaction in response to requirements. A P

Approve Customer transaction procedure as developed. P

Provide script to execute approved Customer transaction. P

Test and verify transaction. A P

Execute and monitor transaction results identified by Monitoring RequirementsForm.

P



159


Website Reporting Services (WSR)

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED ITSERVICES. CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE AREENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FORMORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES.

SunGard’s Website Reporting Services provide for the monitoring of web trafficassociated with the URL’s as set forth on the Schedule for Managed IT Services. Inorder for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Website Reporting Services Responsibilities

Custo

mer

SunG

ard

Provide Website Reporting Requirements Form. P

Complete Website Reporting Requirements Form. P

Provide Website Reporting infrastructure via WebTrends Reporting Center™1. P

Configure Website Reporting for the number of URL’s contracted for on theSchedule.

P

Provide web-based access to results produced by Website Reporting. P

Resolve reported or detected Website Reporting failures. A P

Provide notice within documented lead times for Web Site Reporting StandardTasks.

P

Provide Website Reporting Standard Tasks as scheduled. P


Provide support for Website Reporting Immediate Tasks. P

1 WebTrends Reporting Center is a registered trademark of NetIQ Corporation.

160


Website Reporting Services (WSR) Tasks

Website ReportingServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

WSR Configure URL 10 5 Configure Website Reporting for existing URL

WSR Add URL 5 1 Y Add URL to Website Reporting.

WSR Remove URL 5 1 Y Remove URL from Website Reporting.


WSR Failure Resolve Website Reporting failures.

WSR Performance Investigate Website Reporting performance issues.

Monitoring Services Delivery Notes & Limitations

Polling Cycle It is possible that during a polling cycle a device or service fully resetsand the event is not detected. Monitoring Services will only detectdevices or services that have not responded during an entire pollingcycle.

SNMP Traps Standard Monitoring Services are limited to detecting positive ornegative responses from direct polling and will not detect SNMP traps.

MonitoringAddress

The IP address used for monitoring must be assigned and administeredby SunGard. If this is not practical within your environment, SunGardwill attempt alternate solutions including the use of dedicated networkinterface cards (NIC). If SunGard cannot provide a solution to networkaddress conflicts, Monitoring Services will not be available to thedevice(s). Any costs associated with alternate solutions are theCustomer’s responsibility and will be the presented to Customer forapproval before implementation.

False Positive During normal operation it is possible to receive false-positive alertsthat are caused by network congestion or application activity. Forexample, SunGard may receive an alert that a device is notresponding, but the device is actually still available. While SunGard’smanagement fabric is designed to mitigate such events; SunGardcannot guarantee that such false-positive alerts will not occur.

161


Monitoring Services Delivery Notes & Limitations (continued)

UnusedInterfaces

Unused IP interfaces must be configured as administratively down. Ifsuch IP interfaces remain active the Service will not be available to thedevice(s).

Agent Some Monitoring Services may require that a monitoring agent beinstalled on the OS. If the server OS is not managed by SunGard thenCustomer will need to install the agent. In this case, SunGard is notresponsible for agent failures due to incorrect installation or Softwarecompatibility issues. As required by the vendor, SunGard may need toupgrade agent revision levels. If the server OS is not managed bySunGard, then Customer is responsible to install the upgrade. SunGardwill provide as much notice as possible prior to requiring an agentupgrade, whether SunGard or Customer is performing the work.

JavaScript Website’s which are heavily dependent upon Client-side JavaScript,may not be able to be monitored using Advanced Monitoring - Web orWeb Transaction Monitoring Services and will be addressed on a caseby case basis.

TransactionDevelopment

For Web Transaction Monitoring Services each transaction steprepresents a specific application request such as an HTTP page GET orPOST. For example, in Step 1 you might test a page download time, inStep 2 test a user logon, and in Step 3 test a DB search response time.The resultant group of steps represents a single transaction that isexecuted on a regular basis as determined by Customer.

SunGard will work directly with Customer’s internal application expertsto develop the requirements for each step of each transaction. SunGardwill then provide a written summary detailing our understanding ofthose requirements, and once approved, SunGard will implement therequirements as documented.

Other Events Monitoring Services will only detect the specific events identified in“The Table of Standard Events” associated with the applicable Services.The following events may be detected through Monitoring Services,depending on whether or not they also result in one of the StandardEvents being triggered:

o Hung or Partially Hung OS or Applicationo Hardware Errorso System Errorso Process Errorso Website Errorso Application Errorso Log Messages

Logical orPhysicalPartitions

Advanced Monitoring Service – Operating Systems provide formonitoring of one (1) Operating System instance on a physical server.Operating Systems that reside on logical or physical partitions can onlybe monitored as part of Operating System Management EnterpriseServices.

162


REPLICATION SERVICES

Server Replication Services

SunGard’s Server Replication Services provide support for SunGard provided serverreplication solutions. SunGard can provide these Services on Microsoft Windows-based servers supported by SunGard as contracted for in the Schedule for ManagedIT Services. In order for the Services to be delivered the following responsibilitymatrix must be understood and executed by both parties. Customer’s failure to fulfillits responsibilities noted herein may prevent and or delay SunGard from providingthe Services.

Please note that Server Replication Services is a bundled Service, which includesHardware Installation Services, Equipment Management Services, and StandardMonitoring Services. Please refer to each Service defined herein for additionalService descriptions.

Server Replication Services Responsibilities

Custo

mer

SunG

ard

Provide and support a source and target server environment compatible withidentified replication Software. 1

P

Provide and/or contract for data backup for source and target serverenvironment. 1

P

Provide and/or contract for data replication bandwidth between source andtarget servers. 1

P

Complete the Server Replication pre-install checklist prior to implementation P A

Identify source and target servers on which the replication Software will beloaded, including local standby servers.

P

Provision identified replication Software and related maintenance agreements. P

Provision all Software as required to implement Customer solution other thanidentified replication Software.

P

Perform initial installation and configuration of identified replication Software onsource & target servers.

P

Notify Customer of vendor recommended Software patch, maintenance &release changes for the replication Software.

P


Provide notice prior to any changes on source and/or target environments thatmight impact the replication operation.

P





1 Subject to the Services contracted for by Customer, Customer, SunGard or bothmay support the source and target server environment and related bandwidth.

163


Server Replication Services Tasks

Server Replication

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

SoftwareConfiguration 5 1

Configure replication Software initialization andtuning parameters.

Software Install 5 3 Install replication Software product.

Software Patch 5 1 Apply single patch to replication Software product.

Software Upgrade 10 5 Upgrade replication Software to newer version.


Software Failure Investigate replication Software failure or crash.

Software LicenseFailure Investigate replication Software license failure.

164


Virtual Server Replication Services

SunGard’s Virtual Server Replication Services provides support for Microsoft

Windows-based physical or virtual (VM) servers in the customer environment ascontracted for in the Schedule for Managed IT Services. In order for the Services tobe delivered, the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Virtual Server Replication Services is a bundled Service, whichincludes the provisioning of hardware, Software, and management in a virtualenvironment. The design and management of this virtual environment is completelyat the discretion of SunGard.

Virtual Server Replication Services Responsibilities

Custo

mer

SunG

ard

Provide and support a source physical or virtual server environment compatiblewith identified replication and management agents, based on Customer DesignRequirements form.

P

Complete the VSR Customer Design Requirements form checklist prior toimplementation

P A

Provide backup for OS and OS Management services for the provisioned VMtarget replication virtual (VM) server (Arbiter).

P

Provide and/or contract for data replication bandwidth between source & targetservers.

P

Identify source physical or virtual host servers on which the replication andmanagement agents will be loaded.

P

Provision replication and management agents for source and target hosts alongwith Windows and VMware licensing for target VM’s.

P

Provision all source servers, operating systems and applications to implementcustomer solution.

P

Perform initial installation & configuration of replication and managementagents on source hosts and target arbiter.

P

Notify Customer of vendor recommended agent patch, maintenance & releasechanges for the replication and management agents.

P



P





165


Virtual Server Replication Services Tasks

Virtual ServerReplication

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Replication SoftwareProvisioning 5 1

Provision replication and management agentSoftware, validate Customer Design Requirementsform and provision backend management.

Replication SoftwareConfiguration Changes 5 3 Modify replication path changes and host IP changes

Failover Testing 10 5Failover tests can be conducted quarterly, non-cumulative.


Replication SoftwareFailure

Investigate replication or management agent failureor crash.

Failover Activation

Upon successful authentication by the Service Deskand confirmation by the customer, the failover processwill be initiated.

Storage Replication Services - Hosting

SunGard’s Storage Replication Services-Hosting provides for the implementation andmanagement support for various vendor storage arrays as contracted for in theSchedule for Managed IT or Advanced Recovery Services. In order for the Servicesto be delivered, the following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

Storage Replication Hosting Services Responsibilities

Custo

mer

SunG

ard

Customer must contract for the following SunGard Network Services:prerequisites - Managed Internet Access Services; and/or Managed CPEServices; and/or Cross Connect Services to facilitate appropriate connectivitybetween source and target storage arrays.

P

Customer must contract with SunGard for the appropriate Space and Power tosupport storage array(s) and supporting Equipment hosted within a DesignatedSunGard Facility.

P

Contract with SunGard for connectivity between Customer target storage arrayand the designated SunGard Facility.

P

166


Storage Replication Hosting Services Responsibilities

Custo

mer

SunG

ard

Provision Fibre Channel or Ethernet ports on the storage array for attaching thestorage array management agent server if Customer is contracting foradditional array monitoring or replication monitoring.

P

Provision gatekeeper volumes (minimum 4) on target storage array to enablemonitoring and management. (only applicable to EMC Symmetrix)

P

Provide storage array upgrades to source storage sub-system as required tosupport the selected storage replication mode, including: cache, Software,microcode, and channel adapter interface Equipment.

P

Provision all cables at the target site (SunGard Facility) including: demarcationand network termination Equipment and, network termination Equipment andstorage array channel interface.

P

Provide Customer with required length for all cables. P

Provide Equipment Management Services for the number of devices ascontracted for in the Schedule for Managed IT or Advanced Recovery Services.

A P

Cable and connect circuit termination Equipment to target storage sub-system. P

Install storage array management agent server & attach to storage array, ifCustomer is contracting for additional array or replication monitoring.

P

Install storage array management agent Software on management server IfCustomer is contracting for additional array or replication monitoring.

P

Customize the storage management infrastructure for Customer, e.g. naming,location, etc.

A P

Connect storage array management agent server to storage managementinfrastructure if Customer is contracting for additional array or replicationmonitoring.

P

Create a disk configuration file for the storage array. * A P

* These tasks may be performed by OEM hardware Vendor and may not beapplicable to all storage array platforms.

Storage Replication Services – Array-Based Replication: EMC SRDF

SunGard’s Storage Replication Services – Array-Based Replication: EMC SRDFprovide for cooperative support of the replication sessions between source storage atCustomer’s facility, and the target storage at the designated SunGard Facility as setforth in the applicable Schedule for Managed IT or Advanced Recovery Services.Supported replication facilities include EMC Symmetrix Remote DataFacility/Asynchronous (SRDF/A), and Symmetrix Remote Data Facility/Synchronous(SRDF/S) In order for the Services to be delivered the following responsibility matrixmust be understood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

167


Storage Replication Services – Array-Based Replication: EMC SRDFresponsibilities

Custo

mer

SunG

ard

Contract for the following SunGard prerequisite – Storage Replication HostingServices P

Provide EMC SRDF/S, or /A Requirements Form. P

Complete & return EMC SRDF/S, or /A Requirements Form. P

Provision required SRDF volumes on target disk array to enable monitoring andmanagement.

P

Ensure gatekeeper disk is provisioned to enable SunGard monitoring. P

Create a BIN file for disk configuration changes for the target disk array. * P A

Provision SRDF replication software licenses for source & target arrays P

Install supported SRDF replication software on customer source array. * P

Enable SRDF replication software on source array. * P

Select critical data to be replicated from the source storage. P

Establish consistency groups. P

Define data copy/split schedule with data copy software if required. P A

Design, create, document, & maintain disk configuration changes file for sourcearray.

P A

Install EMC SRDF/S or /A on target disk array. * P

Enable EMC SRDF/S or /A on target disk array. * P

Initiate the data copies on the target arrays. P

Design, create & document disk configuration changes for target array. P A

Maintain disk configuration change log for target, based on Customer changerequest procedures and notification critieria.

A P

Perform initial data mirror between source and target array. P A

Test and verify data transfer, the infrastructure and monitoring. A P

Notify the Service Desk when replication facility is operational. P

Notify and regularly update through change control any changes tosource/target disk environment.

P

* These tasks will be performed by the hardware OEM vendor.

168


Storage Replication Services – Array-Based Replication: EMC SRDF Tasks

Storage ReplicationServices - ReplicationFacility

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

Add/Delete LogicalVolumes 5 1

Storage Assessment 10 5 YFile Disk volume selection for replication andconsistency group setup.

PerformanceReporting 5 1

Coordinate Microcodechanges 10 5

Coordinate microcode changes with Customer andstorage array vendor


Table of EMC SRDF Events

Event Detection

Link Inactive SRDF device is inactive

SRDF Error Replication engine error

SRDF operations suspendedfor some devices

Replication operations suspended for some devices

Link Error A single SRDF link in a group is not operational

Link Down An SRDF link in a group is not operational

The following Table indicates SunGard’s response to each type of event.

Event Response

o SRDF Erroro Link Error

o Open Critical-1o Notify Customero Begin Problem Resolution

o Link Inactiveo SRDF operations

suspended for somedevices

o Link Down

o Open Critical-2o Notify Customero Investigate Problem & Determine Action Plan

169


Storage Replication Services – Array-Based Replication: IBM GlobalMirror

SunGard’s Storage Replication Services – Array-Based Replication: IBM Global Mirrorprovide for the cooperative support of the replication sessions between sourcestorage at Customer’s Facility, and the target storage at the designated SunGardFacility as set forth in the applicable Schedule for Managed IT or Advanced RecoveryServices. In order for the Services to be delivered the following responsibility matrixmust be understood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Storage Replication Services – Array-Based Replication: IBM Global MirrorResponsibilities

Custo

mer

SunG

ard

Contract for the following SunGard prerequisite – Storage Replication HostingServices

P

Provide IBM Global Mirror Requirements Form. P

Complete & return IBM Global Mirror Requirements Form. P

Provision required IBM Global Mirror volumes on target disk array to enablemonitoring and management.

P

Create a file for disk configuration changes for the target disk array. A P

Provision Global Mirror IBM Global Mirror Replication Software licenses for source& target arrays

P

Install IBM Global Mirror Replication Software on customer source array. * P

Enable Global Mirror IBM Global Mirror Replication Software on source array. * P

Select critical data to be replicated from the source storage. P

Establish consistency groups. P

Define data copy/split schedule with IBM Global MirrorData Copy Software ifrequired.

P A

Design, create, document, & maintain disk configuration changes file for sourcearray. *

P A

Install IBM Global Mirror Software on target disk array. * P P

Enable IBM Global Mirror Software on target disk array. * P P

Initiate the data copies on the target arrays. * P

Design, create, & document disk configuration changes file for target array. AP PA

Maintain disk configuration change logs file for target, based on customer changerequest procedures and notification.

AP P

Perform initial data mirror between source and target array. P A

Test and verify data transfer, infrastructure and monitoring. A P

Notify the Service Desk when replication facility is operational. P

Notify and regularly update through change control any modifications tosource/target disk environment.

P

* These tasks will be performed by the hardware OEM vendor.

170


Storage Replication Services – IBM Global Mirror Tasks

Storage ReplicationServices – IBM GlobalMirror

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description


Storage Assessment 10 5 YDisk Volume selection for replication and consistencygroup setup.

PerformanceReporting 5 1

Coordinate Microcodechanges 10 5

Coordinate microcode changes with Customer andstorage array vendor


Table of IBM Global Mirror Events

Event Detection

PPRC Links Degraded Links degraded

PPRC Links Down Links Down

Consistency Group PPRC PairError

Consistency Group PPRC Pair Error

PPRC Devices Suspended dueto error

PPRC Devices Suspended due to error

PPRC Session Fatal PPRC Session Fatal

PPRC Consistency GroupFailure

PPRC Consistency Group Failure

PPRC Master Terminated PPRC Master Terminated

PPRC Flashcopy at RemoteSite Unsuccessful

PPRC Flashcopy at Remote Site Unsuccessful

PPRC Target TerminationUnsuccessful

PPRC Target Termination Unsuccessful

PPRC Paused PPRC Paused

171


The following Table indicates SunGard’s response to each type of Event.

Event Response

o PPRC Links Degradedo PPRC Links Downo Consistency Group PPRC

Pair Erroro PPRC Devices Suspended

due to erroro PPRC Session Fatalo PPRC Consistency Group

Failureo PPRC Master Terminatedo PPRC Flashcopy at

Remote Site Unsuccessfulo PPRC Target Termination

Unsuccessful

o Open Critical-1o Notify Customero Begin Problem Resolution

o PPRC Paused o Open Critical-2o Notify Customero Investigate Problem & Determine Action Plan


Event Detection

Failure Resource Detected A serviceable event was reported to IBM using IBM’s CallHome.

The following table sets forth SunGard’s response to each type of Event.

Event Response

o Failure Resource Detected o Open Critical-1o Notify Customero Verify Timely Problem Resolution by Vendor

172


Storage Replication Services – Array Monitoring

SunGard’s Storage Replication Services – Array Monitoring detect events thatindicate immediate or potential failures on storage sub-systems for which a Customerhas contracted with SunGard for Storage Replication Services-Array Monitoring as setforth on a Schedule for Managed IT or Advanced Recovery Services. These Servicesare only available for select EMC or IBM sub-systems, unless otherwise indicated onan addendum to the Schedule. In order for the Services to be delivered, theresponsibility matrix set forth below must be understood and executed by bothparties. Customer’s failure to fulfill its responsibilities noted herein may prevent andor delay SunGard from providing the Services.

The following Table of Standard Events defines the monitored events and the methodof detection.


Event Detection

Fibre Low Light Level FC Optical module problem adapter reported error

Temperature Temperature alert

Power Subsystem Power sub-system error

AC Line Problems Detected AC Line Problems Detected

Storage Array Battery Battery not completely charged

Latched Alarms Latched Alarms discovered for Power System

Thermal Detector Test Failure Thermal Detector Test Failure

Thermal Event Thermal Event

Controller Fault Controller Fault

Controller Status Displays the status of a storage array Controller

Volume Not Ready Volume is not ready

Service Processor Down Service Processor is not communicating with storage array

PC Communications Error Service Processor could not complete a call for service

Physical drive failure A physical drive may have failed

RAID device write disabled

173


The following table sets forth SunGard’s response to each type of Event.

Event Response

o Fibre Low Light Levelo Temperatureo Power Subsystemo Storage Array Batteryo Latched Alarmso Thermal Detector Test

Failure/Thermal Evento Controller Faulto Controller Statuso Physical drive failure

o Open Critical-1o Notify Customero Verify Timely Problem Resolution by Vendor

o AC Line ProblemsDetected

o Volume Not Readyo Service Processor Downo PC Communications Erroro RAID device write

disabled

o Open Critical-2o Notify Customero Investigate Problem & Determine Action Plan

174


Storage Replication Services-Data Copy Management Services (Standardand Advanced)

SunGard’s Data Copy Management (DCM) Services provide for cooperative support ofdata copies taken on the source and/or target storage array to facilitate storagereplication sessions between the source or target storage system at the designatedSunGard Facility. DCM Services include support for EMC, DMX and IBM DS6800 andDS8000 arrays. Other arrays and manufacturers may supported by separateaddendum. In order for the Services to be delivered, the following responsibilitymatrix must be understood and executed by both parties. Customer’s failure to fulfillits responsibilities noted herein may prevent and or delay SunGard from providingthe Services. DCM Services-Advanced allows for a specific number (as defined in theapplicable Schedule) of “ad-hoc” copy splits over and above the two allowed in DCMStandard Services.

Storage Replication Services-Data Copy Management Services Responsibilities

Custo

mer

SunG

ard

Contract for Storage Replication Services-Array-Based Replication, SRDF orGlobal Mirror.

P

Provide required Data Copy Software license for target disk array. P

Provide capacity in the target subsystem for copy of data for testing.CUSTOMERS THAT DO NO HAVE A SET OF DATA COPIES ON THE TARGETWILL NEED TO PERFORM A FULL SYNCHRONIZATION OF REPLICATIONFACILITY AFTER THEY COMPLETE A FAILOVER TEST.

P

Enable Data Copy Engine on target disk array. P

Communicate a list of the remote replication copies (e.g. R2s for EMC SRDF)and the mapping to the data copy pool.

P

Create script to “split” a source/target set of data copies for the entire set oflogical volumes.

P

Create script to “establish” a source/target set of data copies for the entire setof logical volumes.

P

Initiate script to suspend production replication facility session, split Data Copyvolumes, and resume production replication facility session.

P

Create scripts to convert remote target replication volumes from “Read Only”mode to “Read-Write” for recovery testing for customers testing using theremote replication volumes. CUSTOMERS USING THE REMOTEREPLICATION VOLUMES FOR FAILOVER TESTING WILL HAVE NOREPLICATION PROTECTION DURING TESTING.

P

Coordinate Storage Array(s) changes with SunGard’s Change Control process P A

Coordinate target copy for recovery (if Recovery Services contracted for) orfailover testing

P A

Notify Service Desk when testing is finished P



175


Data Copy Management Services Tasks

Data CopyManagement Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description


Upgrade Data CopySoftware 20 10 Upgrade Data Copy Software to newer version.

Add Data CopySoftware functionality 20 10 Y Enable additional Data Copy functionality.

Manage Data Copychanges for recoverytest 30 10

Initiate Data Copy splits, connect Data Copies torecovery systems, and reestablish Data Copies afterthe test.

Update Data CopySoftware scripts tosupport new volumeconfigurations 20 10

To maintain the replication process as specified in theSchedule.

LUN Masking 30 10 Y Mask LUNs on recovery fabric switch for failover test.


Manage Data Copychanges for recovery

Initiate Data Copy splits, connect Data Copies torecovery configuration(s), and reestablish Data Copiesafter the test.

Secure2Disk Services

SunGard’s Secure2Disk Services provide for automatic local and secure off-sitebackups of critical production file systems, databases and application data ascontracted for in the applicable Schedule. In order for the Services to be deliveredthe following responsibility matrix must be understood and executed by both parties.Customer's failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services. The Secure2Disk Services defined below arebased on an assumption that Customer is contracting with SunGard for traditionalRecovery Services and as such, Secure2Disk Services will be contracted for on aSchedule for Advanced Recovery Services. If Customer is not contracting withSunGard for Recovery Services, but only contracting for Managed IT Services, thenall items below which are applicable to Tests and or Disaster support below are notavailable to Customer.

176


Secure2Disk Services Responsibilities

Custo

mer

SunG

ard

Provide server, file system, database and application backup requirements toallow proper sizing of the Secure2Disk Services and network bandwidth.

P A

Deliver Secure2Disk Appliance components for use at Customer’s Location. P

Provide adequate rack space, power, cooling and security for the Secure2DiskAppliance components at Customer’s Location.

P

Install the Secure2Disk Appliance components into Customer provided rackspace.

P A

Perform setup and configuration of the Secure2Disk Services client softwareremotely.

A P

Provide Customer with training on the use, daily operations and establishingend-user security definitions on the Appliance.

A P

Provide and maintain Local Area Network (LAN) connectivity between the sourceservers and the Secure2Disk Appliance at Customer’s Location

P

Provide adequate IP WAN bandwidth (Internet or dedicate circuit) between theSecure2Disk Appliance and the designated SunGard Secure2Disk point ofpresence.

P

Define and manage backup sets, schedules and retention rules based onCustomer’s backup policies

P

Create and maintain Customer’s data encryption key P

Provide any required open file manager software and licenses P

Determine the method to be utilized for the initial (seed) backup P

Coordinate and define the schedule for the initial (seed) backup P A

As required, load initial backup to removable disk unit(s) based upon the agreedto schedule and ship to the designated SunGard Secure2Disk Vault RecoveryCenter using Federal Express Custom Critical..

P A

Provide, manage and operate Secure2Disk Vault complex at the designatedSunGard Recovery Center.

P

Import initial backup into the Secure2Disk Vault at designated SunGardRecovery Center

P

Utilize Secure2Disk Service client software to execute, manage and monitorbackups, obtain reports and restore data as needed.

P

Provide Secure2Disk Recovery Appliances at designated SunGard RecoveryCenter where Secure2Disk Vault is located to facilitate restoration of RecoveryServices Customers’ backup data at time of Test or Disaster. Customeracknowledges that the Recovery Appliance must be contracted for onCustomer’s Schedule for Recovery Services.

P

Install Customers’ data encryption key on scheduled Secure2Disk RecoveryAppliance(s) at time of Test or Disaster at the designated SunGard RecoveryCenter.

P

Manage and monitor the Secure2Disk Services hardware and softwareinfrastructure at Customer’s Location and at the designated SunGard RecoveryCenter on a 24x7 basis.

P

177


Secure2Disk Services Responsibilities

Custo

mer

SunG

ard

Provide 24x7 support for all hardware, software, storage and networkingcomponents of the Secure2Disk Services.

P

Provide Secure2Disk Services product upgrades and updates for hardware,software, storage and networking components.

P

Notify SunGard of any significant changes to Customer’s productionenvironment that may result in Customer exceeding the contracted-for storagecapacity.

P

Delete Customer’s data from the Secure2Disk Appliance and promptly returnall Secure2Disk Appliance components to SunGard upon contract termination ordefault. Customer is responsible for the selection and all costs related to itsdata erasure software.

P

Secure2Disk Services Tasks

Secure2Disk Services

Standard Tasks Sta

ndard

Lead-

Tim

eCri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

Increase size ofSecure2Disk Service 30 5 Y

Increase the amount of data being backed upto accommodate Customer growth as a resultof any change to Customer’s environment.

Return backup data toCustomer 30 - N

Upon receipt of a written Customer request,SunGard will at the end of the current AgreedTerm of the applicable Recovery ServicesSchedule off load Customer’s backup data fromthe Secure2Disk Vault to removable disk unit(s)and ship the disk unit(s) to Customer atCustomer’s expense. Customer will promptlyreturn the removable disk unit(s) to SunGard atCustomer’s expense or will be billed for the fullcost of the unit(s).

Service Delivery Notes & Limitations

Data DeletionPolicy

Deletion of Customer data from the Appliance is the responsibility ofCustomer. Deletion of Customer data from the Vault will be doneby SunGard in accordance with standard procedures.

178


Replication Services Delivery Notes & Limitations

Availability For any failures or malfunction of the Equipment and/or the Softwarefor which Customer has contracted with SunGard for Services,SunGard does not guarantee a Time To Fix. SunGard will engage andmanage the activities of the third party vendors. Customeracknowledges that SunGard is not responsible for any such vendor(s)failure to deliver parts or repairs within maintenance agreementtimelines. Customer’s sole remedy for the effect of Equipment and/orSoftware failure lies with the OEM or maintenance vendor.

Spare Parts SunGard does not maintain a spare parts inventory. FailedEquipment is repaired through vendor maintenance supportagreements. Subject to SunGard’s written approval, a Customer mayprovide or have vendors provide spare parts for cold storage withinthe allocated Customer Space only.

Peripherals SunGard may provide communications cables, electrical plugs, andother small peripheral hardware components to complete projects orremedy problems. Out of pocket expenses incurred by SunGard maybe charged back to Customer.

Licenses Customer must provide and make available to SunGard all licenseinformation related to the Software for which SunGard is to provideany Support or Management Services.

OtherServices

Replication Services do not include proactive performance analysis,capacity planning, design and architecture, or any other task notspecifically identified in the Standard Tasks for that Services.

ARCHIVING SERVICES

Archiving Services for Messaging

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED ITSERVICES THROUGH THE REMAINING AGREED TERM OF THOSESCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE AREENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FORMORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES.

SunGard’s Archiving Services for Messaging enables a Customer to archive andretrieve emails as identified in the Addendum to the Schedule for Managed ITServices. In order for the Services to be delivered the following responsibility matrixmust be understood and adhered to by both parties. Customer's failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

179


Archiving Service for Messaging Responsibilities

Custo

mer

SunG

ard

Provide SunGard access to Customer Exchange Server. P

Provide or contract for network connectivity between Customer ExchangeServer(s) and SunGard’s Archiving Services for Messaging infrastructure.

P A

Provide router(s) at Customer Facility or contract for SunGard Managed CPEServices.

P A

Provide Firewall at Customer Facility or contract for SunGard Managed FirewallServices.

P A

Develop IP address scheme for connection to archiving infrastructure at theDesignated SunGard Facility.

A P

Configure Customer into archiving infrastructure. A P

Create Journaling mailbox(s) in Customer Exchange Server(s) to provideSunGard access for message archiving.

P

Initiate journaling of all email messages to journaling mailbox(s). P

Establish offsite backup for archived messages. P

Monitor critical path alerts. P

Perform requested Standard Tasks as identified below. P


Deletion of data from the Archive P A

Maintenance tasks as outlined by the Administrator's guide for the archivalSoftware

P A

Provide and Define collection rules and retention policies P

Provide ownership information for PST/NSF files P

Ensure all PST/NSF files are not encrypted or password protected P A

Any support issues must be reported to SunGard P

Archiving Services for Messaging Tasks

Archiving Services forMessaging

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Additional ExchangeServer 45 5 Y

Add Customer server to the archivingenvironment

Add archive space toexisting environment 45 5 Y

Increase allocations to accommodate Customergrowth in accordance with contractualcommitment as set forth on the Schedule forManaged IT Services.

Add licensing to existingenvironment 10 5 Y

Increase allocations to accommodate Customergrowth in accordance with contractualcommitment as set forth on the Schedule forManaged IT Services.

180


Archiving Services for Messaging Delivery Notes & Limitations

Availability For failures of the Equipment or Software contracted under anySupport & Management Services, SunGard does not guarantee atime to fix. SunGard will engage and manage the activities of thethird party vendors. Customer acknowledges that SunGard is notresponsible for any such vendor(s) failure to deliver parts or repairswithin maintenance agreement timelines. Customer’s sole remedyfor the effect of Equipment and/or Software failure lies with theOEM or Customer’s maintenance vendor.

Peripherals SunGard may provide communications cables, electrical plugs, andother small peripheral hardware to complete projects or remedyproblems. Out of pocket expenses may be charged back to theCustomer without surcharge.

Licenses Customer must provide and make available to SunGard all licenseinformation related to the Software for which SunGard is to provideany type of Support and/or Management Services.

Services For Medical Images - Standard On-Line Archiving Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT SERVICES FOR MEDICAL IMAGES – STANDARD ONLINEARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED ITSERVICES THROUGH THE REMAINING AGREED TERM OF THOSESCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES AREENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FORMORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES.

SunGard’s Services for Medical Images (SMI) provides a 24x7 managed service forthe archival and retrieval of DICOM formatted medical images as contracted for inthe Addendum for Services for Medical Images. The following matrix defines thespecific responsibilities of both SunGard and Customer and shall be the basis for therendering of the Services. In order for the Services to be delivered the followingresponsibility matrix must be understood and adhered to by both parties. Customer'sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGardfrom providing the Services.

181


SMI – Standard On-Line Archiving Services Responsibilities

Custo

mer

SunG

ard

Provide Site Survey Form. P

Complete Site Survey Form. P A

Provide secure environment & adequate Space for placement of SunGardprovided On-Line server and any related Equipment (“Online Server”).

P

Provide sufficient Power and cooling for Online Server. P

Provide sufficient Internet bandwidth & connection for Online Server. P

Procurement of Online Sever. P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor supportcommitment for Online Server.

P

Provide list of modalities & workstations which will be connected to the OnlineServer.

P

Configure, install and test the Online Server. P

Maintain Online Server model and serial number specifics in SunGard inventorysystem.

P

Open specified firewall ports to enable effective systems communication. P A

Provide DICOM medical image storage locally on Online Server. P

Create secure communication connections (VPN) between Online Server andPrimary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images toPrimary Archiving Center.

P

Deliver studies from the modality or PACS to the On-Line Server. P

Ensure that the modality is properly communicating with the On-Line Server. A P

Provide storage & retrieval capability for DICOM medical images at PrimaryArchiving Center.

P

Complete Monitoring Requirements Form. P A

Install & configure monitoring agent. P

Monitor ports, availability & thresholds identified by Monitoring RequirementsForm.

P

Notify Customer of detected alerts per Monitoring Requirements Form. P

Provide hardware availability & threshold reporting via SunGard’s Portal. P

Resolve reported or detected Online Server failures. P

Test & verify SunGard implemented Standard Tasks. P

Maintain the Primary and Secondary Archiving Centers. P

Maintain the On-Line Server. A P

Perform scheduled maintenance. A P

Coordinate any network changes to the Customer-provided network withSunGard.

P A

182


SMI – Standard On-Line Archiving Services Tasks

SMI – Standard On-Line ArchivingServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical-

Lead

Tim

e

Schedule

Requir

ed

Description

Installation & Testing 15 5Configure, implement, and activate the OnlineServer.

Network Attachment 5 3Connect the Online Server to the Customer-providedInternet network.

Modality AttachmentConnect the Online Server to the Customer-specifiedmodalities.


Online SystemInvestigate and restore the failure of the OnlineServer.

Online ArchivingNetwork

Customer shall investigate and restore any networkfailures

Archive Centers Investigate and restore any failures in the archivingcenters.

Monitoring andReporting Tools

Investigate and restore any failures in the centralmonitoring and reporting tools.

183


Services For Medical Images - Standard Nearline Archiving Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT SERVICES FOR MEDICAL IMAGES – STANDARD NEARLINEARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED ITSERVICES THROUGH THE REMAINING AGREED TERM OF THOSESCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES AREENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FORMORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES.

The following matrix defines the specific responsibilities of both SunGard andCustomer and shall be the basis for the rendering of the Services. In order for theServices to be delivered the following responsibility matrix must be understood andadhered to by both parties. Customer's failure to fulfill its responsibilities notedherein may prevent and or delay SunGard from providing the Services.

SMI – Standard Nearline Archiving Services Responsibilities

Custo

mer

SunG

ard



Provide secure environment & adequate Space for placement of SunGardprovided Nearline server and any related Equipment (“Nearline Server”).

P

Provide sufficient Power and cooling for Nearline Server. P

Provide sufficient Internet bandwidth & connection for Nearline Server. P

Procurement of Nearline Sever. P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor supportcommitment for Nearline Server.

P

Provide list of modalities & workstations which will be connected to the NearlineServer.

P

Configure, install and test the Nearline Server. P

Maintain Nearline Server model and serial number specifics in SunGardinventory system.

P


Create secure communication connections (VPN) between Nearline Server andPrimary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images toPrimary Archiving Center.

P

Deliver studies from the modality or PACS to the Nearline Server. P

Ensure that the modality is properly communicating with the Nearline Server. A P


P


184


SMI – Standard Nearline Archiving Services Responsibilities

Custo

mer

SunG

ard

Install & configure monitoring agent. P


P

Notify Customer of detected alters per Monitoring Requirements Form. P

Provide hardware availability & threshold reporting via SunGard’s Portal P

Resolve reported or detected Nearline Server failures. P



Maintain the Nearline Server. A P



P A

SMI – Standard Nearline Archiving Services Tasks

SMI – StandardNearline ArchivingServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Installation & Testing 15 5Configure, implement, and activate the NearlineServer.

Network Attachment 5 3Connect the Nearline Server to the Customerprovided Internet network.

Modality AttachmentConnect the Nearline Server to the Customerspecified modalities.


Nearline SystemInvestigate and restore the failure of the NearlineServer.

Nearline ArchivingNetwork


Archive CentersInvestigate and restore any failures in the archivingcenters.



185


Services For Medical Images - Archiving & Retrieval Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT SERVICES FOR MEDICAL IMAGES – ARCHIVING & RETRIEVALSERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGHTHE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THATSUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIRSUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARDTO REPLACEMENT SERVICES.

The following matrix defines the specific responsibilities of both SunGard andCustomer and shall be the basis for the rendering of the Service. In order for theServices to be delivered the following responsibility matrix must be understood andadhered to by both parties. Customer's failure to fulfill its responsibilities notedherein may prevent and or delay SunGard from providing the Services.

SMI – Archiving & Retrieval Services Responsibilities

Custo

mer

SunG

ard



Provide secure environment & adequate Space for placement of the SunGard-provided archive server and any related Equipment (“Archive Server”).

P

Provide sufficient Power and cooling for Archive Server. P

Provide sufficient Internet bandwidth & connection for Archive Server. P

Procurement of Archive Sever. P

Maintain 24 x 7 maintenance agreement with a 4 hour response vendor supportcommitment for Archive Server.

P

Provide list of modalities & workstations which will be connected to the ArchiveServer.

P

Configure, install and test the Archive Server. P

Maintain Archive Server model and serial number specifics in SunGard inventorysystem.

P


Create secure communication connections (VPN) between the Archive Serverand the Primary Archiving Center.

P

Provide compression, encryption & transmission of DICOM medical images tothe Primary Archiving Center.

P

Deliver studies from the modality or PACS to the Archive Server. P

Ensure that the modality is properly communicating with the Archive Server. A P


P


186


SMI – Archiving & Retrieval Services Responsibilities (continued)

Custo

mer

SunG

ard

Install & configure hardware monitoring agent. P


P

Notify Customer of detected alters per Monitoring Requirements Form. P

Provide hardware availability & threshold reporting via SunGard’s Portal. P

Resolve reported or detected Archive Server failures. P



Maintain the Archive Server. A P



P A

SMI –Archiving & Retrieval Services Responsibilities Tasks

SMI – Archiving &Retrieval Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Installation & Testing 15 5Configure, implement, and activate the ArchiveServer.

Network Attachment 5 3Connect the Archive Server to the Customer-provided Internet network.

Modality AttachmentConnect the Archive Server to the Customer specifiedmodalities.


Archive SystemInvestigate and restore the failure of the ArchiveServer.

Archive ArchivingNetwork


Archive CentersInvestigate and restore any failures in the archivingcenters.



187


Section Three

Remote Managed IT ServicesService Definitions

188


REMOTE SUPPORT SERVICES

Remote Hardware Installation Services

SunGard’s Remote Hardware Installation Services provide for the one-timeinstallation of the hardware devices (“Equipment”) identified in the Schedule forRemote Managed IT Services. In order for the Remote Hardware InstallationServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay delay and or prevent SunGard from performing Services hereunder.

Remote Hardware Installation Services Responsibilities

Custo

mer

SunG

ard

Deliver SunGard-provided Equipment to Customer Facility. P

Receive and maintain SunGard Equipment in secure and conditioned Space P

Notify SunGard of receipt of SunGard-provided Equipment and of any damageor other exceptions.

P

Provide packing lists and other shipping documents for SunGard-providedEquipment to SunGard.

P

In accordance with OEM vendor specifications, provide for sufficient Space andPower to accommodate Customer-provided Equipment and or SunGard-provided Equipment at the designated Customer Facility.

P

Provide Equipment list & installation requirements for SunGard-providedEquipment (shelf location, special Power, etc.)

P

Assemble cabinet or “rack based” Equipment as required. P

Install SunGard-provided Equipment into cabinet or rack in accordance withSunGard provided requirements.

P

Install Customer-provided Equipment into cabinet or rack per OEM vendorspecifications.

P

Arrange cables within cabinet or rack per SunGard-provided requirements. P

Connect Equipment to power source within the cabinet or rack. P

189


Remote Operational Support Services

Remote Operational Support Services provides Customer with 24x7 on-call access toSunGard’s technical support personnel who will work remotely in conjunction withCustomer’s on-site technical support personnel for the execution of certain manualtasks associated with the devices identified in the Schedule for Remote Managed ITServices. SunGard will remotely supervise all tasks related to the Services. In orderfor the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may delay and or prevent SunGard from performingServices hereunder.

Remote Operational Support Services Responsibilities

Custo

mer

SunG

ard


Assign technical support for Immediate Tasks within 15 minutes of request. P

Execute requested Immediate Tasks. P

Customer’s Operational Support Services Tasks

Remote OperationalSupport Services

CustomerImmediate Tasks S

tandard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Power Cycle Request to Power Reset server or device.

Inspect EquipmentRequest to Inspect external conditions on server ordevice.


Handle Media Insert or swap tape or CD.

Move / Install Cable Request to move / install cable

Remote Support Services Delivery Notes & Limitations

Receipt ofEquipment

Customer will notify SunGard within one (1) business day of receipt ofshipment of SunGard provided Equipment.

PowerIf Equipment is provided with redundant power supply, Customer willconnect each supply to separate and redundant power sources(provided that Customer cabinet or rack has dual feed capability).

OtherServices

Remote Hardware Installation Services do not include or implyongoing Equipment support, OS or Software support, DB support,performance analysis, capacity planning, design and architecture, orany other service not previously identified.

190


REMOTE SERVER SERVICES

Remote Equipment Management Services

SunGard’s Remote Equipment Management Services provide for the daily support ofservers, storage systems, and other devices identified in the Schedule for RemoteManaged IT Services to which Customer has contracted for Remote EquipmentManagement Services. In order for the Services to be delivered the followingresponsibility matrix must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may delay and or prevent SunGardfrom providing the Services.

Remote Equipment Management Services Responsibilities

Custo

mer

SunG

ard


Purchase of selected Customer-provided Equipment. 1 P A

Purchase of selected SunGard-provided Equipment. P

In accordance with OEM vendor specifications, provide adequate Space,uninterrupted Power and cooling to support SunGard and Customer-providedEquipment, as per manufacturer’s specifications.

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendorsupport for Customer-provided Equipment.

P

Secure hardware maintenance agreements for 24x7, 4-hour response vendorsupport for SunGard-provided Equipment.

P

Secure Software maintenance agreements for 24x7 OEM vendor support forCustomer-provided Software.

P

Secure Software maintenance agreements for 24x7 OEM vendor support forSunGard-provided Software.

P

Provide letter of agency for Customer-provided Equipment and Softwaremaintenance agreement.

P

Provide verification of Equipment and Software maintenance agreements. P

Provide verification of Software license agreements. P


Maintain vendor maintenance contract(s) for Customer-provided Equipment andSoftware.

P

Maintain vendor maintenance contract(s) for SunGard-provided Equipment andSoftware.

P

Provide specification sheets & installation guides for Customer-providedEquipment.

P

Provide SunGard root security password and IDs for Customer-providedEquipment.

P

Maintain Equipment list in asset inventory. P

191


Remote Equipment Management Services Responsibilities (continued)

Custo

mer

SunG

ard


Rack assembled Equipment in Customer cabinet. P

Resolve reported or detected Equipment failures through maintenance vendorusing reasonable efforts.

A P


Schedule vendor as required when executing requested Standard Tasks. A P

Resolve disputes & Service issues with Customer selected maintenance vendor. P



1 SunGard may assist Customer in the purchasing of selected Equipment &maintenance, but Customer shall in all cases be the “purchaser” of the Equipment.

Remote Equipment Management Services Tasks

Remote EquipmentManagement Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

SoftwareConfiguration ofDevice 10 2

Configuration change for Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, etc.

Upgrade Microcode 10 5 YUpgrade version or revision of microcode orfirmware.

Customer StandardTasks Description

HardwareConfiguration ofDevice 10 2

Configuration change for Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, etc.

Install CPU 5 1 Add CPU(s) to existing server or device.

Install Disk 5 1 Add Disk to existing server or device.

Install I/O Card 5 1 Add I/O Card to existing server or device.

Install Memory 5 1 Add Memory to existing server or device.

Install Power Supply 5 1 Add Power Supply to existing server or device.

Install System Board 5 1Add System Board, Planer Board, and DaughterBoard to existing server or device.

Move CPU 5 1Move, Swap or Replace CPU(s) in existing server ordevice.

192


Remote Equipment Management Services Tasks (continued)

Remote EquipmentManagement Services

Customer StandardTasks S

tandard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Move Device 5 5 Y

Move, swap or replace Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, CDROM, Keyboard, Console, etc.

Move Disk 5 1Move, swap or replace Disk Drive in existing server ordevice.

Move I/O Card 5 1Move, swap or replace I/O Card in existing server ordevice.

Move Memory 5 1Move, swap or replace Memory in existing server ordevice.

Move Power Supply 5 1Move, swap or replace Power Supply in existingserver or device.

Move Server 5 5 Y Move server to new shelf, location, and cabinet.

Move System Board 5 1Move, Swap or Replace System Board, Planer Board,Daughter Board in existing server or device.

Remove Device 5 5 Y

Permanent removal of Control Unit, Director, DASDor Tape Subsystem, External Modem, Printer, CDROM, Keyboard, Console, etc.

Remove Disk 5 1Permanent removal of Disk Drive from existing serveror device.

Remove I/O Card 5 1Permanent removal of I/O Card from existing serveror device.

Remove Memory 5 1Permanent removal of Memory from existing serveror device.

Remove Power Supply 5 1Permanent removal of Power Supply from existingserver or device.

Remove Server 5 5 YPermanent removal of server from cabinet or locationon floor.

Remove SystemBoard 5 1

Permanent removal of System Board, Planer Board,Daughter Board from existing server or device.

193


Remote Equipment Management Services Tasks (continued)


Power Cycle Request to power reset server or device*.

Enter CommandsRequest to enter specific commands on server ordevice*.

CPU Failure CPU has failed or reporting errors.

Disk Failure Disk Drive has failed or reporting errors.

I/O Card Failure I/O Card has failed or reporting errors.

Memory Failure Memory has failed or reporting errors.

Power Supply Failure Power Supply has failed or reporting errors.

Tape Drive Failure Tape Drive has failed or reporting errors.

Device Failure

Control Unit, Director, DASD subsystem, Tapesubsystem, Printer, Console, CD ROM, or other devicefailure.

Customer ImmediateTasks Description




* Performed by Customer if task can not be performed remotely.

194


Remote Operating System Management Services

Remote Operating System Management Standard Services

The following Services are included for the number of servers defined in the Schedulefor which Remote Operating System Standard Management Services have beencontracted for:

o Remote Advanced Monitoring – Operating Systemo Remote Equipment Management Services

As an option, Customer may elect to extend the contracted for Operating System ManagementServices to include support for direct attached storage device(s). Direct Attached Storage is, bydefinition, computer storage that is directly attached to only one server via an internal SCSI orSATA RAID controller. Direct Attached Storage devices are natively managed by the attachedserver’s operating system, and are not directly accessible to other servers without special support.

Remote Operating System Management Advanced Services

The following Services are included for the number of servers defined in the Schedulefor which Remote Operating System Management Advanced Services have beencontracted for:

o Remote Advanced Monitoring – Operating Systemo Remote Equipment Management Services

Remote Operating System Management Enterprise Services

The following Services are included for the number of servers and their virtual/logicalpartitions defined in the Schedule for Remote Management IT Services for whichRemote Operating System Management Enterprise Services have been contractedfor:

o Remote Advanced Monitoring – Operating Systemo Remote Equipment Management Serviceso Remote Operating System Management Advancedo Cluster Managemento Remote Partition Management

Note: “Enterprise Servers” are defined as servers capable of running multiple OSinstances on one hardware platform, where the OS instances are isolated from eachother through logical (Software/firmware) or physical (hardware) partitioning; orservers configured in an application cluster.

Examples of Enterprise servers:

IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire™ & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux) Sun Cluster (on Solaris)

195


Servers configured using Oracle RAC

Examples of Direct Attach Storage (DAS) Devices:

Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24

Note: The requirements for support of a DAS device are: The DAS device must be from the same vendor as the server to which it is being attached The tools used to manage the DAS device must be the same tools used to manage the

internal disks in the server There are no network switches, external controllers or third party Software used to enable

the connection to the device

Note: In order for SunGard to provide Remote Operating System ManagementEnterprise Services, At SunGard’s discretion, Customer may be required to providethe appropriate management console (hardware and Software), for SunGard’sexclusive use, to manage the servers with logical and/or physical partitions.

For example purposes, in order for SunGard to manage an IBM pSeries or iSeriesserver with LPARs, Customer must supply the appropriate IBM HardwareMaintenance Console (HMC), which will be accessed exclusively by SunGard.

196


Remote Operating System (OS) Management Standard Services

SunGard’s Remote Operating System (OS) Management Standard Services providefor the day-to-day support, in conjunction with a Customer’s internal IT team, of theserver OS as set forth on the Schedule for Remote Managed IT Services. In order forthe Service to be delivered Customer must a) contract with SunGard for Remote LANServices and a SunGard provided KVM switch, and b) perform daily backup of theOperating System(s) under contract. The following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that Remote OS Management Standard Services is a bundled Service,which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote Operational Support Services and Remote AdvancedMonitoring Services – Operating System. Please refer to each Service defined hereinfor additional Service descriptions.

Remote OS Management Standard Services Responsibilities

Custo

mer

SunG

ard




Provide specification sheets for Software. P




Perform initial OS installation and configuration. P


P

Perform continuous assessment of vendor recommended critical security patchupdates and apply as requested.

P


P

Manage shared control of OS security privileges. A P

Design and implement OS logical backup procedures. P A

Design and implement OS recovery procedures. P A






197


Remote OS Management Standard Tasks

Remote OSManagementStandard Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description









Immediate Tasks1 Description











Note: Support of Software Utilities requires a Schedule for Managed IT Services onwhich Customer is contracting with SunGard for Remote Application Support –System Utility Services.

1 For these tasks, SunGard will follow a pre-defined Customer-supplied writtenprocedure. If no procedure is provided, then SunGard will notify the designatedCustomer contact(s) in accordance with standard SunGard policy, when a designatedthreshold is exceeded or a failure has been detected.

198


Remote Operating System (OS) Management Advanced Services

SunGard’s Remote Operating System (OS) Management Advanced Services providefor the day-to-day support of the server OS as identified in the Schedule for RemoteManaged IT Services. In order for the Services to be delivered, Customer must a)contract with SunGard for Remote LAN Services and a SunGard provided KVM switch,and b) perform daily backup of the Operating System(s) under contract. Thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Remote OS Management Advanced Services is a bundled Service,which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote Operational Support Services and Remote AdvancedMonitoring Services – Operating System. Please refer to each Service defined hereinfor additional Service descriptions.

Remote OS Management Advanced Services Responsibilities

Custo

mer

SunG

ard









Perform initial OS installation, configuration & management Software & agents.Also, installation and configuration of management Software & agents.

P



P

Perform continuous assessment of vendor recommended critical security patchupdates, notify Customer via SunGard’s Portal and apply as requested.

P


P


Define OS “hardening” requirements P A

Accept OS hardening procedures or provide written authorization to bypass. P

Maintain control of root/Administrator security password and IDs. 1 P

Administration of 10 Active Directory and/or LDAP accounts .2 A P


Design and implement OS recovery procedures. P A

199


Remote OS Management Advanced Services Responsibilities (continued)

Custo

mer

SunG

ard







1 Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes &Limitations section for further information regarding shared access.

2 Administration for more than 10 Active Directory, LDAP, and/or Local accounts bySunGard, requires that Customer must contract for Remote Managed AccessServices.

Remote OS Management Advanced Services Tasks

Remote OSManagementAdvanced Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description






OS Build 5 2 YInitial build of OS on new server or re-build onexisting server.










200


Note: Support of Software Utilities requires a Schedule for Remote Managed ITServices on which Customer is contracting with SunGard for Remote ApplicationSupport – System Utility Services.

Remote OS Management Advanced Services (continued)











Swap UtilizationInvestigate swap space utilization exceedingthreshold.



Remote Operating System (OS) Management Enterprise Services

SunGard’s Remote Operating System (OS) Management Enterprise Services providefor the day-to-day support of the server OS as identified in the Schedule for ManagedIT Services. In order for the Services to be delivered, Customer must a) contract withSunGard for Remote LAN Services (for the physical network) and a SunGard providedKVM switch, and b) perform daily backup of the Operating System(s) under contract.The following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Remote OS Management Enterprise Services is a bundled Service,which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote LAN Services (for virtual networks configured withinthe Server), Remote Operational Support Services and Remote Advanced MonitoringServices – Operating System. Please refer to each Service defined herein foradditional Service descriptions.

201


Remote OS Management Enterprise Services Responsibilities

Custo

mer

SunG

ard






Allow connectivity to the server from the SunGard managementinfrastructure.

P



Perform initial OS installation and configuration. Also, installation andconfiguration of management Software and agents.

P


Perform quarterly assessment of vendor recommended Softwaremaintenance updates.

P

Perform continuous assessment of vendor recommended critical securitypatch updates, notify Customer via SunGard’s Portal and apply as requested.

P

Notify Customer of vendor recommended Software maintenance and releasechanges and apply as requested.

P



Accept OS “hardening” procedures or provide written authorization tobypass.

P

Maintain control of root security password and IDs. 1 P

Remote OS Management Enterprise Services Responsibilities (continued)Custo

mer

SunG

ard

Administration of 10 Active Directory and/or LDAP accounts 2 A P

Design and implement logical or physical partitions. P


Install and maintain Customer-provided and SunGard supported clusteringapplication.

P

Provide support for a flat Active Directory P

Design and implement OS restoration procedures. P A







202


1 Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes &Limitations section for further information regarding shared access.

2 Administration for more than 10 Active Directory, LDAP and/or Local accounts bySunGard requires Remote Managed Access Services.

Remote OS Management Enterprise Services Tasks

Remote OSManagementEnterprise Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description






OS Build 5 2 YInitial Build of OS on new server or Re-Build onexisting server.






Remote OS Management Enterprise Services Tasks (continued)


Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description


Hostname Change 5 2 Y Change Hostname of the computer or partition.

Create Partition 10 5 Y Create a logical or physical partition on server.

Delete Partition 5 1 Y Delete a logical or physical partition on server.

Modify Partition 5 1Modify the configuration of a logical or physicalpartition.

Start Partition 1 UP a partition on a server.

Stop/SuspendPartition 5 1 DOWN a partition on a server.

Move Partition (Cold) 5 1Move a partition from one cluster to another via filecopy and restart procedures.

203



Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Move Partition (Live) 5 1Move a live partition from one cluster to another viaOS supported methodology.

Reboot Partition 5 1 Restart a logical or physical partition



Please note that any SunGard-provided support of Software Utilities requires aSchedule on which Customer has contracted with SunGard for Remote ApplicationSupport - System Utility Services.

Remote OS Management Enterprise Services Tasks (continued)





File System Capacity Investigate File System capacity exceeding threshold.


Memory Utilization Investigate Memory utilization exceeding threshold.







204


Remote Server Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software for which Customerhas contracted with SunGard for any Server Services, SunGarddoes not guarantee a Time To Fix. SunGard will engage andmanage vendors in accordance with the terms of the third partymaintenance agreement. Customer acknowledges that SunGardis not responsible for vendor failure to deliver parts or repairswithin maintenance agreement timelines. Customer’s solerecourse for Equipment and Software failure lies with the OEMor maintenance vendor.

Licenses Customer must provide and make available to SunGard alllicense information related to the Software for which SunGard isto provide Remote OS Management Standard, Advanced andEnterprise Services.

Logs OS logs are monitored from the SunGard management fabric foralert and critical level conditions. OS logs are not manuallyreviewed unless an incident is detected.

UnsupportedSoftware

Failures associated with user written or other Software notunder contract with SunGard for Services will be investigatedsolely to the point of determining that the SunGard supportedSoftware is functioning properly. If no defect can be found inthe SunGard supported Software (OS, System Utility, or DBMS),but user written or other unsupported Software ismalfunctioning, the responsibility for related outages as well asresolution is with the Customer.

Other Services Remote Server Services do not include proactive performanceanalysis, capacity planning, design and architecture, or anyother task not previously identified in the Standard Tasks forthat Service.

OS Partitions Non-partitioned servers are only supported by Remote OSManagement Standard or Advanced Services, which provides forOS Management of one (1) OS instance. Servers with multipleOS partitions are only supported by Remote OS ManagementEnterprise Services. In order to effectively manage serverssupported by OS Management Enterprise Services, all OSpartitions on the server must be managed and separatelyidentified in the Schedule for Remote Managed IT Services to beeligible for Remote OS Management Services.

SupportedHardware

SunGard supports the server class computers from the followingmanufactures: Dell, HP, IBM and Sun. Due to integratedcomponents within Blade servers, support for Blade serversfrom the manufacturers listed in the first sentence is on a case-by-case basis.

205


Remote Server Services Delivery Notes & Limitations (continued)

SupportedOperating Systems

SunGard only supports HP-UX, IBM AIX and OS400, MicrosoftWindows (server Editions), Red Hat Linux Enterprise Edition,and Sun Solaris (SPARC) Operating Systems that are not End ofLife (EOL). Support for OS's that have been recently releasedor nearing EOL, should be confirmed with the SunGard’ssystems services group.




process.

SupportedClustering Utilities

For Remote Operating System (OS) Management EnterpriseServices only, SunGard supports the following clusteringutilities: HP ServiceGuard, IBM HACMP, Microsoft WindowsClustering Services, Sun Cluster, and Veritas Cluster server.Support for clustering utilities that have been recently releasedor nearing EOL, should be confirmed with SunGard’s SystemsServices group.

Active Directory In order for SunGard to Manage an Active Directory server: There must be two servers dedicated exclusively as Active

Directory domain controllers for each domain to bemanaged.

OS Management Advance or Enterprise Services must becontracted for on all Active Directory domain controllers

SunGard will manage a one (1) Organizational Unit. SunGard will manage a one (1) custom Group Policy. Customer must provide the design details of all Active

Directory components to be managed by SunGard. Administration for more than ten (10) Active Directory

accounts or one (1) Organizational Unit by SunGard,requires Managed Access Services.

206


Remote Server Services Delivery Notes & Limitations (continued)

VMware The following apply to VMware ESX Servers. In order to manage VMware ESX servers, SunGard requires

that all VMware servers under management be connected toSunGard’s management infrastructure (with a SunGardManagement switch with layer 3 capabilities) and VMwareVirtual Center console, which are exclusively accessed bySunGard.

o Note: VMware ESX servers are limited to one (1)VMware Virtual Center console connection, thereforea VMware ESX server may not be connected toanother VMware Virtual Center console for Customeruse.

In order to support VMware ESX’s VMotion, VMotion DRSand HA options:

o A minimum of four (4) 10/100/1000 Ethernetnetwork adapters per server are required; one (1) forProduction, one (1) for server-to-server heart beat;one (1) for Data Backup Services; and one (1) forMonitoring and Management.

o A Storage Area Network (SAN) is required and mustbe designed to enable all the VMware ESX servers ina VMotion, VMotion DRS or HA cluster have:o Connectivity to all SAN LUNs (Fibre Channel) used

by the virtual machines.o Access to the same physical networks.o Compatible CPUs.

If the virtualized environment within a VMware ESX servercontains multiple virtual network tiers (ie. Web, Application,Database), a 10/100/1000 Ethernet network adapters willbe required for each tier to support Data Backup.

The following VMware options are not supported:o Snapshotso Consolidated Backup

207


REMOTE APPLICATION SERVICES

SunGard has enhanced the portfolio of available Application Services to include:Managed Citrix® Services; Managed Exchange Services; Managed SAP® Servicesand Managed Oracle eBusiness® Suite Services. In order to support these Servicesand simplify the contracting of Application Management Services, SunGard haschanged the way Application Services are represented on the Schedule for ManagedIT Services and defined within the Services Guide, as described below.

Application Services will be represented on the Schedule for Managed IT Serviceswith Application Service Name followed by the underlying Operating SystemManagement Services Name being contracted for by Customer

For Example:

Remote Managed SAP Services with Operating System Management AdvancedServicesRemote Managed SAP Services with Operating System Management EnterpriseServices

Remote Standard Application Support – Database Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TOSUPPORT STANDARD APPLICATION SUPPORT – DATABASE SERVICES ONEXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THEREMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THATSUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIRSUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARDTO REPLACEMENT SERVICES.

SunGard’s Remote Standard Application Support - Database Services provide forsupport of the number of DB servers and instances as identified in the Schedule forRemote Managed IT Services. In order for the Services to be delivered Customermust a) contract with SunGard for Remote LAN Services and a SunGard providedKVM switch, and b) perform daily backup of the Operating System(s) and DBinstances under contract. The following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Remote Standard Application Support – Database Services is abundled Service, which includes Remote OS Management Standard Services, RemoteHardware Installation Services, Remote Equipment Management Services, RemoteOperational Support, Remote Advanced Monitoring Services – Operating System andRemote Advanced Monitoring Services – Database. Please refer to each Servicedefined herein for additional Service descriptions.

208


Remote Standard Application Support - Database Services Responsibilities

Custo

mer

SunG

ard





Provide specification sheets and installation guides for DB configurationrequirements.

P

Provide verification of Software license and Software maintenance agreements. P





Perform assessment of Software maintenance or version updates. P

Install and configure monitoring agent in accordance with Requirements Form P

Design and implement DB backup procedures. P A

Design and implement DB recovery procedures. P A

Provide sufficient space and target system downtime for test DB restores. P

Access to user with full DB rights (SYSDBA, SA) P

Remote Standard Application Support - Database Services Responsibilities(continued)

Custo

mer

SunG

ard

Manage shared control of DB security privileges. P A





209


Remote Standard Application Support - Database Services Tasks

Remote StandardApplication Support –Database Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description


New DB Build 10 5 Add new DB to server







DB Backup Setup 5 3 DB backup setup as outlined in backup procedure




DB ConnectionFailure

Investigate connectivity failure, inability to access DBor application, or port down. *


DB System Failure Investigate DB failure, hang or crash. *

*For these tasks, SunGard will follow a pre-defined Customer written procedure. Ifno procedure is provided, then SunGard will notify the designated Customer contactswhen a pre-determined threshold is exceeded or failure has occurred in accordancewith standard SunGard policy.

210


Remote Advanced Application Support – Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEENREPLACED BY REMOTE MANAGED DATABASE SERVICES. SUNGARD WILLCONTINUE TO SUPPORT REMOTE ADVANCED APPLICATION SUPPORT –DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICESTHROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S).CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TOCONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MOREINFORMATION WITH REGARD TO THE REPLACEMENT SERVICE.

SunGard’s Remote Advanced Application Support - Database (DB) Services providefor support of the number of database servers and instances as identified in theSchedule for Managed IT Services. In order for the Services to be delivered Customermust a) contract with SunGard for Remote LAN Services and Remote Standard orAdvanced Data Backup Services, and b) contract with SunGard for a SunGardprovided KVM switch and monitor, The following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that Remote Advanced Application Support – Database Services is abundled Service, which includes Remote OS Management Advanced Services,Hardware Installation Services, Equipment Management Services, AdvancedMonitoring Services – Operating System and Advanced Monitoring Services –Database. Please refer to each Service defined herein for additional Servicedescriptions.

Remote Advanced Application Support – Database Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Database Management Requirements Form. P

Complete Remote Database Management Requirements Form. P



Provide specification sheets & installation guides for DB configurationrequirements.

P

Provide verification of Software license & Software maintenance agreements. P





Perform annual assessment of vendor recommended Software release/versionupdates.

P

Perform continuous assessment of vendor recommended critical security patchupdates.

P

Notify Customer of vendor recommended Software patch, maintenance &release changes.

P

211


Remote Advanced Application Support – Database Services Responsibilities(continued)

Custo

mer

SunG

ard

Install and configure monitoring agent based on Requirements Form P

Design and implement DB backup procedures. P A

Design and implement DB recovery procedures. P A

Manage control of DB security privileges. A P





Remote Advanced Application Support – Database Services Tasks

Remote AdvancedApplication Support –Database Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description









DB Reorgs 5 3 Reorganize tables, indexes or tablespaces







212


Remote Advanced Application Support – Database Services Tasks(continued)









213


Remote Managed Database Services

SunGard’s Remote Managed Database Services provide for support of the number ofDB servers and instances as identified in the Schedule for Remote Managed ITServices. The following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.

Please note that Remote Managed Database Services include Remote AdvancedMonitoring Services – Database and are sold with Remote Operating SystemManagement Advanced or Enterprise Services. Please refer to each Service definedherein for additional Service descriptions, as well as the summary table below for anunderstanding of which features are available depending on the Remote OperatingSystem Management Services selected in conjunction with Remote ManagedDatabase Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Remote ManagedDatabase Services

with OperatingSystem





24x7 Monitoring

Remote Equipment Management

Asset Management

Online Reports



Initial Database Provisioning &Installation

Full System and DatabaseAdministration


Cluster Management


.

214


Remote Managed Database Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Managed Database Services Requirements Form. P

Complete Remote Managed Database Services Requirements Form. P

Size necessary hardware and Software to accommodate Customer’s databaserequirements.

P A

Provision supported version of database Software from vendor or contractsupported version of database Software from SunGard’s Software Licensingoffering.

P

Provision database Software maintenance agreements for 24x7 OEM vendorsupport.1

P

Provide letter of agency for database Software maintenance agreements. 1 P

Provide database Software maintenance agreement change notification. 1 P

Maintain vendor database Software maintenance contracts. 1 P

Provide initial database Software installation specifications. P A

Perform initial database Software product installations & configurations asrequired.

P

Provide Remote Advanced Monitoring Services - Database requirements form. P

Complete Remote Advanced Monitoring Services - Database RequirementsForm.

P A

Install and configure database Software monitoring agents based on theRemote Advance Monitoring Services - Database requirements form.

P

Monitor and report on database application with regard to availability. P

Provide remedial support for database Software related incidents identifiedthrough monitoring or as a result of an incident reported by Customer.

P


P


P

215


Remote Managed Database Services Responsibilities (continued)

Custo

mer

SunG

ard

Notify Customer via SunGard’s Portal of vendor recommended critical securitypatch updates and apply as requested.

P

Design and implement database backup procedures. P A

Design and implement database recovery procedures. P A

Maintain sole control of related administrative/service security password andIDs.2

P

Install and configure Database Clustering on supported Servers. ONLYAPPLICABLE WHEN REMOTE DATABASE MANAGEMENT IS DELIVERED INCONJUNCTION WITH REMOTE OPERATING SYSTEM MANAGEMENTENTERPRISE SERVICES.

P

Test and verify connectivity. P

Startup & shutdown processes as needed with regard to database availability. P

Configure remote access. P





1 Not applicable if the Customer contracts for Database Software from SunGard’sSoftware Licensing Services. In such case, the maintenance support agreement willbe managed by SunGard.

2 Reference the ‘Customer Administrator/Root Access’ in the Server Services Notes &Limitation section for further information regarding shared access.

216


Remote Managed Database Services Tasks


Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description


New DB Build 10 5 Add new or reinstall DB to server







DB Reorgs 5 3 Reorganize tables, indexes or table spaces



DB Upgrade 15 5 Y Perform Database point release upgrades


New non-standardsolutions/applications 15 10

Installation and configuration of non-standard solutionsand applications


DB Backup Setup 5 3 Configure DB logical backups.












217


Remote Managed Citrix Services

SunGard’s Remote Managed Citrix Services provide for the support of CitrixPresentation Server as identified in the Schedule for Remote Managed IT Services.The following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Remote Managed Citrix Services for Citrix environments consisting of two or lessservers, include installation, configuration and management of a Microsoft SQLServer Desktop Engine ® (MSDE) database on the Citrix server for the Citrix DataStore.

For environments with three or more Citrix servers, SunGard requires a separate SQLserver database for the Citrix Data Store and licensing data. In order to meet theSQL database requirement, Customer must contract with SunGard for RemoteManaged Database Services (Advanced or Enterprise). The SQL Database does nothave to be dedicated to the Citrix environment, i.e. it could be a separate instance onan existing Customer database server managed by SunGard.

Please note that Remote Managed Citrix Services include (a) Remote OperatingSystem Management Advanced or Enterprises Services and (b) Remote ManagedDatabase Services (applicable to environments with 3 or more Citrix servers). Pleaserefer to the Service defined herein for additional descriptions, as well as thesummary table below of Remote Managed Citrix activities.

SUMMARY TABLE

PRIMARY ACTIVITIES

Remote Managed CitrixServices with Remote OperatingSystem Management Advanced

or Enterprise Services

24x7 Monitoring



Asset Management




Initial OS & Citrix Provisioning &Installation

Full System and Citrix Administration


Citrix Farm (load balancing andfailover) Management

218


Remote Managed Citrix Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Managed Citrix Services Requirements Form. P

Complete Remote Managed Citrix Services Requirements Form. P

Size necessary hardware and Software to accommodate Customer’s Citrixrequirements.

P A

Perform initial Citrix installation & configuration as required on the hostedCitrix infrastructure.

A P

Procure the required number of Microsoft® Terminal Services licenses basedon the number of concurrent users.

P

Install the Microsoft Terminal Services licenses provided by Customer. P

Procure the required number of Citrix Concurrent User Connection licensesbased on the number of concurrent users.

P

Install the Citrix Concurrent User Connection licenses provided by Customer. P

Procure and maintain Citrix Subscription Advantage Software maintenance. P

Procure and maintain vendor contract for Citrix technical support. P

Provide letter of agency for Citrix maintenance support contract. P

Procure and install Customer owned Citrix applications. P

Publish Citrix “certified” Customer owned applications. A P

Install and configure the database instance for Citrix Data Store. P

Install Microsoft supplied default print drivers and the current Citrix universalprint driver, as requested.

P

Install and support third-party print drivers. P

Troubleshoot end-user print issues. P

Provide remedial support for Citrix related incidents identified throughmonitoring or as a result of an incident reported by Customer.

P

Configuration of Citrix Farms and Sub Farms, including Citrix load balancingand failover parameters.

A P

Setup, maintenance and distribution of Citrix Client Software to end-users. P

Perform annual assessment of vendor recommended Software release/versionupdates upon request.

P

Provide Customer, via SunGard’s Portal, with a list of vendor recommendedSoftware maintenance release/version updates and apply as requested.

P

Provide Customer a list of vendor recommended critical security patchupdates and apply as requested.

P

End user account administration. P

Support for remote desktop support and/or roaming profiles. P A

Verification and validation of published applications and desktops. P



Test & verify Vendor implemented Standard Tasks. A P


219


Remote Managed Citrix Services Tasks

Remote ManagedCitrix Services

Standard Tasks Sta

ndard

Lead

CriticalLead

Schedule

Required

Description

Citrix Re-Build 5 2 Y Re-Build of Citrix server on existing Server.

Citrix ConfigurationChanges 5 1

Configure requested changes to CitrixParameters, OS, Start-Up, Devices, etc.

Publish Application 5 2 Publishing of Citrix Application

Citrix Patch 5 1 Apply single Citrix level patch.

Citrix Upgrade 10 5 YPerform point release upgrades (i.e.,Presentation Server 4.0 to 4.5).

Citrix EditionUpgrade 15 5 Y

Perform upgrade to new Citrix Edition (i.e.,Standard to Enterprise).


Connection FailureInvestigate connectivity failure, inability toaccess OS or application, port down, etc.



Security FailureInvestigate Security failure, revoked user,blocked access, system compromised.


Remote Managed Exchange Services

SunGard’s Remote Managed Exchange Services provide for support of the number ofMicrosoft Exchange servers and mailboxes as identified in the Schedule for RemoteManaged IT Services. The following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Remote Managed Exchange Services include Remote AdvancedMonitoring Services – Exchange and are available with either Remote OperatingSystem Management Advanced or Enterprise Services. Please refer to each ServicesDescription for additional detail on each Service. The summary table below providesa list of available features depending on the Remote Operating System ManagementServices selected in conjunction with Managed Exchange Services.

220


SUMMARY TABLE

PRIMARY ACTIVITIES

Remote ManagedExchange Services






24x7 Monitoring


Asset Management

Online Reports




Initial OS & Exchange Provisioning &Installation

Full System and ExchangeAdministration


Cluster Management


221


Remote Managed Exchange Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Managed Exchange Services Requirements Form. P

Complete Remote Managed Exchange Services Requirements Form. P

Size necessary hardware and Software to accommodate Customer’s Microsoft

Exchange requirements.P

Provision supported version of Exchange Software from vendor or contract forsupported version of Exchange Software from SunGard’s Software LicensingServices offering.

P

Provision Exchange Software maintenance agreements for 24x7 OEM vendorsupport1.

P

Provide letter of agency for Microsoft Exchange Software maintenanceagreement1.

P

Provide Microsoft Exchange Software maintenance agreement changenotification1.

P

Maintain vendor Microsoft Exchange Software maintenance contracts1. P

Provide initial Microsoft Exchange Software installation specifications. P A

Provide detailed information about current email environment configurationincluding: number of mailboxes, user names, distribution lists, aliases,mailbox size, desktop OS and location.

P

Provide a valid and registered top-level domain name and support for linkingMX records and DNS records to the managed servers.

P

Perform initial Microsoft Exchange Software installations & configurations asrequired.

P

Identifying end user application performance issues related to email delivery,and assist SunGard in identifying and characterizing performance bottlenecks.

P

Set and enforce mailbox size limits per SunGard recommendations. P

Set and enforce message size limits per SunGard recommendations. P

Ensure that each desktop accessing the Managed Microsoft Exchangeenvironment is running a supported OS with a supported patch level.

P

Provide SunGard with approved Microsoft Exchange server based anti-virus,SPAM and content filtering Software.

P

Install and manage Customer-provided and SunGard approved MicrosoftExchange server based anti-virus, SPAM and content filtering Software.

P

Provide Microsoft Exchange Software monitoring requirements form. P

Complete Microsoft Exchange Software monitoring requirements form. P A

Install and configure Microsoft Exchange Software monitoring agents. P

Monitor and report Microsoft Exchange application for availability. P

Provide remedial support for Microsoft Exchange related incidents identifiedthrough monitoring or as a result of an incident reported by Customer.

A P

Perform email user account creation and administrative related tasks. P

222


Remote Managed Exchange Services Responsibilities (continued)

Custo

mer

SunG

ard

Provide email user technical support services. P

Responsible for testing and certifying all non-SunGard supported third partyvendor patches/updates prior to installation within the Exchange Serversenvironment.

P A


P


P


P


Design and implement logical backup & recovery of Software files. A P

Maintain sole control of related administrative/service security password andIDs. 2

P

Install and configure Exchange clustering on supported Servers.(ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES ISDELIVERED IN CONJUNCTION WITH REMOTE OPERATING SYSTEMMANAGEMENT ENTERPRISE SERVICES).

P




1 Not applicable if Customer contracts for Exchange Software from SunGard’sSoftware Licensing Services, the maintenance support agreement will be providedand managed by SunGard.


Remote Managed Exchange Services Tasks


Standard Tasks Sta

ndard

Lead

Em

erg

ency

Lead

Schedule

Requir

ed

Description

New Feature Install 10 5

Install / configure Microsoft Exchangecomponent or new feature

Coordinate DNSChange 5 3 Create/delete/modified MX records

Create/delete/modified Mail Store/storagegroup 2 1

Create/delete Mail Store/storage group asrequested

223


Remote Managed Exchange Services Tasks (continued)

Create/delete/modified Mail connector 2 1 Create/delete mail connector

Install SSL Certificate 2 1Install Customer or SunGard administered andprovided SSL Cert

Create/delete/modified mail routingparameters 2 1 Create/delete/modified mail routing parameters

Restore DeletedMailbox frominformation store 2 1

Ability to restore the mailbox is limited to retentionperiod defined by Customer and does not includerestoration from tape (Limited to two instances peryear before additional fees apply)

Microsoft ExchangeSoftware Patch 5 3

Apply Microsoft Exchange Software patch asrecommended by vendor support


Virus Outbreak Investigate and remediate virus outbreak

Security Breach Investigate and remediate security breach





Disk Utilization Investigate disk utilization exceeding threshold.

File System CapacityInvestigate file system capacity exceedingthreshold.






Security FailureInvestigate Security failure, revoked user, blockedaccess, system compromised, etc.



System Restart Restart OS which will not impact availability.

224


Remote Application Support - System Utility Services

SunGard’s Remote Application Support - System Utility Services provide for the day-to-day support of the system Software utilities as identified in the Schedule forRemote Managed IT Services. In order for the Services to be delivered Customermust contract with SunGard for: a) LAN Services; b) Remote OS ManagementServices; and c) a SunGard provided KVM switch and monitor.

Supported applications under System Utility Services include:

• Microsoft® Internet Information Services (IIS)• Apache® HTTP Server• RIM Blackberry® Enterprise Server• File Transfer Protocol (FTP) Servers that are packaged with the original OperatingSystem release by the vendor.


Remote Application Support - System Utility Services Responsibilities

Custo

mer

SunG

ard

Subscribe with SunGard for Remote OS Management Standard, Advanced orEnterprise Services.

P







Perform initial Software installations and configurations as required. P

Perform annual assessment of vendor recommended Software release/versionupdates (upon Customer request).

P


P

Provide hardening requirements as needed. P

Accept hardening requirements or provide written authorization to bypass. P

Maintain control of related security password and IDs. P

Design and implement logical backup and recovery of Software files. P

225


Remote Application Support - System Utility Services Responsibilities(continued)

Custo

mer

SunG

ard



Management (add/delete/modify) of end-user accounts. P

Determining requirements & capacity planning. P A

Troubleshoot issues related to server operation. A P



Remote Application Support - System Utility Services Tasks

Remote ApplicationSupport - SystemUtility Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

SoftwareConfiguration 5 1 Configure Software initialization & tuning parameters.

Software Install 5 3 Install Software product.

Software Patch 5 1 Apply single patch to Software product.

Software Upgrade 10 5 Perform point release upgrades.


Restore Software Files Request to restore files from Software backups.


Software LicenseFailure Investigate Software failure.

226


Remote Managed SAP Services

SunGard’s Remote Managed SAP® Services provide SAP application support forcontracted servers. Peripheral device support is provided in accordance with theService descriptions below. In order for Managed SAP Services to be delivered, thefollowing responsibility matrices must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Please note that Remote Managed SAP Services is contracted for with either RemoteOperating System Management Advanced or Enterprise Services. Please refer toeach Service defined herein for additional description and requirements, as well asthe summary table below for an understanding of which features are availabledependent upon the Operating System Management Services selected in conjunctionwith Remote Managed SAP Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Remote ManagedSAP Services withOperating System


Remote ManagedSAP Services withOperating System


24x7 Monitoring



Asset Management

Online Reports



Initial OS & SAP Provisioning &Installation

Full System and SAP Administration


Cluster Management


227


Remote Managed SAP Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Managed SAP Services Requirements Form. P

Complete Remote Managed SAP Services Management Requirements Form. P

Provision licensed SAP Software products. P

Provision SAP Software vendor maintenance agreements. P

Maintain SAP Software vendor maintenance agreements. P


Provide SAP Customer ID to facilitate support access. P

Provision SAP system hardware. P

Provision SAP system hardware vendor maintenance agreements. P

Maintain SAP system hardware vendor maintenance agreements. P


P

Provide and maintain online service system (OSS) connectivity to SAP. P

Identify key SAP performance indicators and appropriate threshold levels formonitoring and reporting.

A P





228


Remote SAP Management Services Responsibilities (continued)

Custo

mer

SunG

ard





Submit SAP transport change requests. P

Execute SAP transports. P

Provide incident resolution related to SAP technical transport issues. A P

Provide incident resolution related to SAP function transport issues. P A

Maintain documentation of all SAP transport changes. A P

Maintain the SAP transport system P

Maintain documentation of SAP transport procedures. P

Identify SAP print requirements and driver standards. P A

SAP printer output requests, media handling and port clearing. P

Set up SAP print queues. A P

Manage SAP print queue interface. P

Manage SAP print spool. A P

Resolve SAP print spool problems. A P


Monitor for critical batch job completion or failures. P


Define and escalate batch restart rules. P

Perform batch job restarts. P

Identify availability and suitability of SAP service packs, primary and secondarySAP application patches.

A P

Validate infrastructure, and interoperability compliance for SAP patches. P

Approve installation of SAP application patches. P

Install SAP application patches in development and release to Customer forvalidation.

P

Install SAP application patches in test and release to Customer for validation. P

Approve SAP application patch promotion to production. P

Install SAP application patches to production. P

Document SAP application patch technical changes. P

Identify and communicate minimum SAP application version upgrade levels forsupportability.

P

Identify and communicate desired SAP application version level (functionalityupgrades).

P

Validate infrastructure, and interoperability for SAP application version upgrade. P

229


Remote SAP Management Services Responsibilities (continued)

Custo

mer

SunG

ard

Develop detailed SAP application version upgrade technical project plan. A P

Develop testing plan for SAP application version upgrades. P A

Execute technical SAP application version upgrade to plan throughdevelopment, test and production stages.

P

Execute validation steps to plan through development, test and productionstages for new SAP application version level.

P A

Begin production application administration on new SAP application versionlevel.

P

Document SAP version upgrade technical changes. P


P

Monitor SAP system data security for violations based on Customer securitypolicies.

A P

Report SAP system security violations for monitored activities. P


Lock and unlock user IDs/sessions, if needed. P

Manage SAP system security profiles and user IDs. P

Manage SAP root and system administrator security. P


Perform scheduled data backups per schedule. P A





230


Remote Managed SAP Services Tasks

Remote Managed SAPServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

SAP transport processing 1 1 Execute SAP transport request

SAP print queue setup 2 1 Execute SAP print queue setup



SAP application patches 5 1Planning and implementation for SAPprimary and secondary application patches.Applied as needed.

SAP version upgrades 120Planning and implementation for SAPapplication upgrades. Upgrades are limitedto point release upgrades.

Remote Managed SAPServices

Immediate Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description


Application license failure Investigate Software License failure.





231


Remote Managed Oracle E-Business (EBS) ® Services

SunGard’s Remote Managed Oracle E-Business (EBS) Suite® Services provide OracleEBS application support for contracted servers. Peripheral device support is providedin accordance with the Service descriptions below. In order for Remote ManagedOracle EBS Services to be delivered, the following responsibility matrices must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that Remote Managed Oracle E-Business (EBS) Suite Services solidscontracted for with Remote Operating System Management Advanced or EnterpriseServices. Please refer to each Service section defined herein for additionaldescriptions and requirements, as well as the summary table below for anunderstanding of which features are available depending on the Remote OperatingSystem Management Services selected in conjunction with Remote Managed OracleEBS Services.

SUMMARY TABLE

PRIMARY ACTIVITIES

Remote ManagedOracle EBS

Services withOperating System


Remote ManagedOracle EBS

Services withOperating System


24x7 Monitoring



Asset Management

Online Reports



Initial OS & Oracle EBS Provisioning& Installation

Full System and Oracle EBSAdministration


Cluster Management


232


Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities

Custo

mer

SunG

ard

Provide Remote Managed Oracle EBS Services Requirements Form. P

Complete Remote Managed Oracle EBS Services Requirements Form. P

Provision licensed Oracle EBS Software products. P

Provision Oracle EBS Software vendor maintenance agreements. P

Maintain Oracle EBS Software vendor maintenance agreements. P


Provide Oracle EBS Customer ID to facilitate support access. P

Provision Oracle EBS system hardware. P

Provision Oracle EBS system hardware vendor maintenance agreements. P

Maintain Oracle EBS system hardware vendor maintenance agreements. P


P

Provide and maintain Oracle MetaLink online access for Software updates andlevel-3 vendor support.

P

Identify key Oracle EBS performance indicators and appropriate threshold levelsfor monitoring and reporting.

A P





233


Remote Oracle EBS Management Services Responsibilities (continued)

Custo

mer

SunG

ard





Review and analyze system logs and take corrective action. P

Identify Oracle EBS print requirements and driver standards. P A

Oracle EBS printer output requests, media handling and port clearing. P

Set up Oracle EBS print queues. A P

Manage Oracle EBS print queue interface. P

Manage Oracle EBS print spool. A P

Resolve Oracle EBS print spool problems. A P



Define batch restart rules. P

Perform batch job restarts. A P

Identify availability and suitability of Oracle EBS application updates andpatches.

A P

Validate infrastructure, and interoperability compliance for Oracle EBS patches. P

Approve installation of Oracle EBS application patches. P

Install Oracle EBS application patches in development and release to Customerfor validation.

P

Install Oracle EBS application patches in test and release to Customer forvalidation.

P

Approve Oracle EBS application patch promotion to production. P

Install Oracle EBS application patches to production. P

Document Oracle EBS application patch technical changes. P

Identify and communicate minimum Oracle EBS application version upgradelevels for supportability.

P

Identify and communicate desired Oracle EBS application version level(functionality upgrades).

P

Validate infrastructure, and interoperability for Oracle EBS application versionupgrade.

P

234


Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities(continued)

Custo

mer

SunG

ard

Develop detailed Oracle EBS application version upgrade technical project plan. A P

Develop testing plan for Oracle EBS application version upgrades. P A

Execute technical Oracle EBS application version upgrade to plan throughdevelopment, test and production stages.

P

Execute validation steps to plan through development, test and productionstages for new Oracle EBS application version level.

P A

Begin production application administration on new Oracle EBS applicationversion level.

P

Document Oracle EBS version upgrade technical changes. P


P

Report Oracle EBS system security violations for monitored activities. P


Lock and unlock application level user IDs/sessions, if needed P

Lock and unlock database user IDs/sessions, if needed. P

Manage Oracle EBS system security profiles and user IDs. P

Manage Oracle EBS root and system administrator security. P


Perform scheduled data backups per schedule. P A





235


Remote Oracle EBSServices

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Requir

ed

Description

Oracle EBS print queuesetup

2 1 Execute Oracle EBS print queue setup



Oracle EBS applicationpatches

5 1Planning and implementation for Oracle EBSprimary and secondary application patches.applied as needed.

Oracle EBS upgrades 120Planning and implementation for Oracle EBSapplication version upgrades. Upgrades arelimited to point release upgrades.

Remote Oracle EBSServices

Immediate Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description


Application license failure Investigate Software license failure.





Remote Application Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software contracted for RemoteApplication Management Services, SunGard does not guaranteea Time To Fix. SunGard will engage and manage vendors inaccordance with the terms of the underlying Customermaintenance agreement. Customer acknowledges that SunGardis not responsible for vendor failure to deliver parts or repairswithin maintenance agreement timelines. Customer’s soleremedy for Equipment & Software failure lies with the OEM ormaintenance vendor.

Peripherals SunGard may provide communications cables, electrical plugs,and other small peripheral hardware to complete projects orremedy problems. Out of pocket expenses will be charged backto Customer.

236


Licenses Customer must provide and make available to SunGard alllicense information related to the Software for which SunGardis to provide Remote Application Services. SunGard will notstart an installation until the license(s) can be verified.

Logs Database and Microsoft Exchange logs are monitored from theSunGard management fabric for alert and critical levelconditions. Database and Microsoft Exchange logs aremonitored for certain error context strings and are notmanually reviewed unless an incident occurs. Software Utilitylogs associated with System Utility Services are not monitoredand are used for incident resolution only.

UnsupportedSoftware

Failures associated with user written or other Software notsupported by the SunGard Services will be investigated to thepoint of determining that the SunGard supported Software isfunctioning properly. If no defect can be found in the SunGardsupported Software (OS, System Utility, Microsoft Exchange orDBMS), but user written or other unsupported Software ismalfunctioning, the responsibility for related outages as well asresolution is with the Customer. SunGard may assist whenpossible but is not responsible to complete resolution of failuresassociated with unsupported Software.

Security Security services are limited to the security capabilitiesdelivered with the base Software environment. For examplemaintaining users, groups, and file-system privileges.

DatabaseInstances

Remote Standard and Advanced Application Support –Database Services and Managed Database Services provide fordatabase management of one (1) DB instance on the serverdefined in the Schedule for Remote Managed IT Services. If theserver supports multiple DB instances, each instance must beseparately contracted for with SunGard and identified in theapplicable Schedule

SQL ServerClusters

Installations of SQL Server in a clustered environment willrequire a separate cluster group for each instance of SQLServer installed in the cluster.

237


Remote Application Services Delivery Notes & Limitations (continued)

SupportedDatabases

SunGard only supports Oracle and Microsoft SQL DatabaseManagement Systems (DBMS) that are not End of Life (EOL)and those which are under active support by the respectivevendor. Support for DBMS’ that have been recently released ornearing EOL, should be confirmed with the SunGard’sApplication Services group.

Databaseconfigurationsrequiring specialcontractAddendum.

Any DB configurations involving RAC, DataGuard (OracleStandby DB), and SQL Server Log Shipping will requirea special Addendum to define Customer’s uniquerequirements. Customers will be charged per DBinstance in the configuration.

In DataGard and log shipping configurations SunGardmust manage all instances involved in the configuration.

Oracle RAC configurations will typically be charged bythe number of DB instances in the configuration plusone additional DB instance. The additional instancecharge is due to the complexity of the configurationwhich involves ASM (Automatic Storage Management)and CRS (Cluster Ready Services).

Any configurations using SAN technologies of mirrorsplitting (ie. BCVs) to refresh or copy data to other DBnodes in the environment.

UnsupportedDatabaseConfigurations

Configurations involving Oracle Replication and SQLserver DB mirroring are not supported. SunGard willsupport the DB management of these DBs; however theconfiguration, monitoring and support of the datareplication will be the responsibility of the Customer.

Installations of Oracle Standard Edition.

Installations of SQL server on a Domain Controller.

OS and DB version combinations not certified by the DBvendor.

Microsoft Failover for Oracle Databases.

A DB that is part of an SAP application environment can not bemanaged by SunGard under Standard or Advanced DatabaseServices due to SAP driven restrictions. It requires SAP DBAManager and the management of the DB cannot be decoupled.SunGard does have a comprehensive SAP offering whichincludes support and management of the DB as well as otherSAP oriented elements.

238



DatabaseConfigurations onVirtualized Servers

Microsoft SQL Clustering on virtualized servers is contrary toMicrosoft best practice and is not recommended or supportedby SunGard, as it adversely impacts performance.

Development andTest Databases

Databases used for testing and development purposes will notbe included in Priority 1 escalations during off business hoursunless required by the Customer.

TestingEnvironments

A testing environment is strongly recommended withinCustomer’s configuration in order to be able to successfully testand validate patching and version upgrades. All applicationtesting and validation is the responsibility of the Customer. If atesting environment is not available for SunGard to performthese tasks, Customer acknowledges that the Service LevelCommitments in the Remote Managed IT Services Exhibit arenot applicable in the event that an upgrade or patch causes anextended DB production outage.

Testing environments are also valuable for DB backupvalidation, which can be done a semi-annual basis if enoughstorage is available in the testing environment.




process.

Citrix Management The following apply to Remote Managed Citrix Services.

• Domain controllero The domain controller can not be installed on the

same server as the Citrix application due to securityrequirements.

o Customer is responsible for supplying the requiredhardware and Software for the domain controller.SunGard recommends multiple (at least two) domaincontrollers for redundancy.

o Customer has the option to contract with SunGard formanagement of the domain controller under RemoteOperating System Management Enterprise Services.

• SunGard does not support the following types of Citrixaccounts:

o Anonymous accountso Shared end-user accounts

239



MicrosoftExchange

• Remote Managed Exchange Services only provides administrativesupport for Microsoft Exchange email capabilities. Support forpublic folder, collaboration and interoperability with otherapplications other than approved Software is not supported.

• Microsoft Exchange Clustering is only supported in conjunctionwith Servers that are under contract for Remote OperatingSystem Management Enterprises Services, and requires: a)Customer to manage any SAN associated Microsoft ExchangeClustering - if a SAN is part of the Exchange environment; and b)running a supported version of Windows Server EnterpriseEdition.

• SunGard does not support the following Microsoft ExchangeConfigurations:

• Configurations involving server/host based replicationSoftware are not supported, unless the replicationSoftware application is managed by SunGard’s RemoteServer Replication Services.

• Installations of Microsoft Exchange, whereas MicrosoftExchange and Windows share the same RAID group.

• Installations of Microsoft Exchange on a DomainController.

• OS and Microsoft Exchange version combinations notcertified by the Microsoft.

SupportedExchange,AntiVirus andAntiSpamSoftware

• SunGard only supports SunGard approved Microsoft Exchangeversions and Antivirus and Anti-spam Software that are not Endof Life (EOL) and those which are under active support by thevendor. Support for Software that has been recently released ornearing EOL, should be confirmed with SunGard.

• SunGard recommends that Customer provide desktop virusprotection in real time protection mode with virus definition filesupdates weekly on every desktop that accesses the hostedenvironment.

• SunGard recommends that Customer provides network edgebased antivirus, SPAM, and content filtering Software and/orhardware.

240



ApplicationSupport –System UtilityServices (RIMBlackberryEnterpriseServer)

In support of RIM Blackberry Enterprise Server (BES) in conjunctionwith Managed Exchange Services SunGard will:

o Configure Customer's Exchange environment to helpensure appropriate connectivity and operation of theBES.

o Install initial and subsequent BlackBerry devicelicenses.

o Troubleshoot active directory (AD) issues related toBES server where SunGard is supporting/managingthe AD environment.

o Test connectivity (send/receive messages) using aBlackBerry device configured for use on Customer'snetwork when notified of a suspected server issue.

o Monitor following services to confirm BlackBerryapplication is running.

besSysHealthServerInstance besMailServerHealthServerInstance Event Log Monitoring BES Windows services.

• Blackberry “Mobile Data Service” is disabled as default, and canbe enabled upon request.

RemoteManaged SAP& Oracle EBSServices

Software failures: Failures associated with user written or other Software not

supported by SunGard will be investigated to the point ofdetermining that the SunGard supported Software isfunctioning properly. If no defect can be found in the SunGardsupported Software (OS, System Utility, SAP application, orDBMS), but user written or other unsupported Software ismalfunctioning, the responsibility for related outages as wellas resolution is with Customer. SunGard will assist whenpossible but is not responsible to complete resolution offailures associated with unsupported Software.

Database copies: No more than one (1) system copy per supported SAP

landscape or EBP environment performed per quarter.Version upgrades:

No more than one (1) SAP System ID (SID) or Oracle EBSapplication instance version upgrade per year per. Whereapplicable, Application upgrades (same versions) within asingle SunGard contracted application environment may bebatched as a single Support Request for each category.

SunGard will review the number of monthly Support Requestsprocessed at the quarterly service review meeting todetermine if the number is within the pre-determinedfrequency levels as defined in Notes & Limitations. In theevent the Support Requests exceed the standard number, theCustomer may be required to contract for additional services.

241


REMOTE STORAGE SERVICES

Vaulting Services

SunGard’s Vaulting Services provide for the electronic backup of file systems and DBdata as contracted for in the Schedule. In order for the Services to be delivered thefollowing responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

Vaulting Services Responsibilities

Custo

mer

SunG

ard




Provide or contract for Internet access or dedicated connectivity to the vault. P

Provide Software and agents. P

Provide vaulting servers and data storage. P

Provide 24/7 monitoring and support of vault infrastructure. P

Connectivity to the applicable Recovery Services configuration(s) for Tests or inthe event of a Customer Disaster, at the designated SunGard facility. This isonly available if Customer contracts for Recovery Services or RestorationServices for Managed IT Services with SunGard.

P

Provide then available backup reports. P

Perform standard tasks. P

Installation of CentralControl and agents on all systems/servers from whichdata will be backed up. 1

P

Select files for backup. P

Schedule backup times and frequency. P

Set retention parameters. 1 P

Create encryption and security access rights. P1 Not applicable if Customer also contracts for Vaulting Services – RestorationSupport Option

Vaulting Services Standard Tasks

Vaulting Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Test connectivity 10 5 Test connectivity from Customer Facility to the vault.

242



SunGard shall provide Vaulting Services – Restoration Support Option as an add-onservice to the Vaulting Services for the number of servers or partitions set forth inthe Schedule. In order to contract for Vaulting Services – Restoration SupportOption, Customer must also contract for Vaulting Services, Server Services and anassociated Restoration Services for Managed IT Services Schedule, where SunGard iscontracted to provide Customer with restoration of the servers.

In order for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Vaulting Services – Restoration Support Option Responsibilities

Custo

mer

SunG

ard

Contract for Vaulting Services P




Provide one dedicated port per target system of the specific type as identified bySunGard. 1

P


P


Install and configure vaulting agent Software on Customer server. P


Develop database backup & restore methodology on target servers2. P



Verify backup configuration and perform one initial restoration test to originalsource server.

P

Schedule daily file system backup, for the retention period as set forth in theRequirements Form.

P

Schedule daily DB backups2, for the retention period as set forth in the

Requirements Form.

P




243


1One 10/100 Ethernet adapter for server management access.




Vaulting Services – Restoration Support Option Standard Tasks

Vaulting Services –Restoration SupportOption

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Test connectivity 10 5 Test connectivity to the vault.



Test Restore 10 5

Initiate a restore to a server under contract forVaulting Services – Restoration Option to validaterestore capabilities.







244



Vaulting Services

Data storage The data resides on a redundant disk configuration (RAID Level 5) inthe vault. The vault resides in the Designated SunGard Facility.

Retentionscheduling

Customer must establish its’ retention policy via the VaultingServices Software. The InfoStage DirectorTM maintains the firstgeneration of any backup on a RAID disk array. The server willalways maintain at least one generation of a backup onlineregardless of the retention settings of the agent. Customer mustcontact SunGard to request purging of out-dated or un-used backupsafe sets.


DatabaseBackup

Unless Customer contracts for Remote Managed Database Services,Customer is responsible for database backup methodology. SunGardcan support the following options:


Customer contracts for additional backup agent capabilities toinclude enhanced agent functionality. For this option, Customermust be running SunGard supported DB products at the DBSoftware vendor’s current supported release levels.


Unless Customer contracts for Remote Managed Citrix, Exchange,SAP or Oracle E-Business Suite Services, Customer is responsible forapplication backup methodology. SunGard can support the followingoptions:



ExchangeBackup

Vaulting Services – Restoration Support Option support for MicrosoftExchange only backs up the mail store. Mailbox level backup andrestoration is not supported.

BackupWindow

SunGard’s standard daily backup window begins at 6PM local timeand ends at 6AM local time the following day. Backup times will beaffected by the quantity and type of data to be vaulted. If thevaulting window is not sufficient for Customer application availability,a customized solution may be required. The effort to engineer andimplement a customized solution will require an additional Schedulefor Remote Managed IT Services.

245



VMwareBackup



VMware Virtual Machines and VMware ESX host system will betreated as separate physical servers with regard to VaultingServices – Restoration Support Option and must be accounted forin the Schedule to be eligible for Vaulting Services – RestorationSupport Option. The ESX Server host system will be vaulted forrestoration of the VMware ESX Operating System only. VirtualMachine configuration files (VMX files) are included with theVMware ESX host system backup and restoration process;however, hot backups of virtual disk files (VMDK files) are notsupported.

Local Host Customers are required to contract with SunGard for a Vaultingagent for each server for which Vaulting Services – RestorationSupport Option are contracted for with SunGard. SunGard onlysupports back up of data this is local to the server under contract forthe Vaulting Services – Restoration Support Option.

246


REMOTE NETWORK SERVICES

Remote LAN Services

SunGard’s Remote LAN Services provide for the day-to-day support of the LANdevices as set forth in the Schedule for Remote Managed IT Services. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Remote LAN Services is a bundled Service, which includes RemoteHardware Installation Services, Remote Equipment Management Services, RemoteOperational Support Services and Remote Advanced Monitoring Services – Device.Please refer to each Service defined herein for additional Service descriptions.

Remote LAN Services Responsibilities

Custo

mer

SunG

ard




Provide LAN devices configuration change requirements. P

Implement LAN devices configuration changes per Customer requirements. P


Monitor and notify Customer of LAN device availability. P

Provide proactive response to LAN device availability alert. P

Resolve reported or detected LAN device failures. A P






247


LAN Services Tasks

Remote LAN Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

LAN Device Patch 10 5 Apply single LAN device IOS patch.

LAN DeviceImplementation 10 5 Y Initial installation & configuration of new LAN device.

LAN Device PortConfiguration 3 1

Enable ports, disable ports, or make configurationchanges as requested by Customer.

LAN DeviceInformation 5 5 Request for hardcopy of configuration information.


LAN Device Failure Investigate failed or crashed LAN device.

LAN Device Restart1 Request to restart or reboot a LAN device.

LAN DevicePerformance Request to investigate LAN device performance issues.

1 Not applicable if restart or reboot of LAN Device can not be performed remotely.

248


Remote Managed Load Balancing Services

SunGard’s Remote Managed Load Balancing Services provide for day-to-day supportof the Load Balancing devices as contracted for in the Schedule for Remote ManagedIT Services. In order for the Services to be delivered the following responsibilitymatrix must be understood and executed by both parties. Customer’s failure to fulfillits responsibilities noted herein may prevent and or delay SunGard from providingthe Services.

Please note that Remote Managed Load Balancing Services are a bundled Service,which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote Operational Support Services and Remote StandardMonitoring Services. Please refer to each Service defined herein for additionalService descriptions.

Remote Managed Load Balancing Services Responsibilities

Custo

mer

SunG

ard



Configure Load Balancer (See standard configuration features matrix below) P

Provide and maintain current licensing of SSL certificates. P

Install Customer provided SSL certificates. P

Implement initial network configuration per Customer-defined requirements. P

Provide Load Balancer configuration change requirements. P

Implement Load Balancer configuration changes per Customer requirements. P

Provide backup and restore services for configuration


Monitor and notify Customer of Load Balancer availability (alert when LoadBalancer unavailable).

P

Provide proactive response to Load Balancer availability alert. P

Resolve reported or detected Load Balancer failures. A P


Deliver critical patch alerts as necessary. A P





249


Remote Managed Load Balancing Services Tasks

Remote Managed LoadBalancing Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

LB Patch 10 5 Apply single Load Balancer OS patch.

LB Implementation 10 5 Y Initial configuration of new load-balancer.

LB SSL Card 10 5 Add SSL card to load-balancer.

LB RoutineConfiguration Change 1 3 1 Add, Update, or Remove URL and/or server.

LB Information 5 5 Request for hardcopy of configuration information.


LB Failure Investigate failed or crashed load balancer.

LB Restart2 Request to restart or reboot a load balancer.

LB PerformanceRequest to investigate load balancer performanceissues.

1 Non-standard configuration changes (i.e. changes that require development ofcustom scripts or advanced iRules configurations) may require an additionalSchedule for Remote Managed IT Services which may result in additional fees.

2 Not applicable if restart or reboot of Load Balancer can not be performed remotely.

Managed Load Balancing Configuration Features

Any configuration task not specified in the table below as a standard configurationfeature or is considered a non-standard configuration feature and as such will requirean additional Schedule for Remote Managed IT Services and may result in additionalfees.

250


Standard Configuration Features – Remote Managed Load Balancing Services

LoadBalancingMethods

Description

Round Robin(Default)

Passes each new connection request to the next server in line, eventuallydistributing connections evenly across the array of machines being loadbalanced

Ratio Distributes connections among machines according to ratio weights thatyou define

Fastest Passes a new connection based on the fastest response of all currentlyactive nodes

LeastConnections

Passes a new connection to the node that has the least number of currentconnections

Observed Uses a combination of the logic used in the Least Connections and Fastestmodes

Predictive Nodes are rated according to a combination of the number of currentconnections and the response time. The system analyzes the trend of theranking over time, determining whether a node’s performance is currentlyimproving or declining.

ContentMonitoring

Description

ICMP Checks the status of a node, using ICMP

TCP Echo Checks the status of a node, using TCP

TCP Verifies TCP service by attempting to receive specific content from a node

HTTP Verifies HTTP service by attempting to receive specific content from a webpage

HTTPS Verifies HTTPS service by attempting to receive specific content from anSSL web page

SSLProcessing

Description

Certificateverification

Determines whether a client or server can trust a certificate that ispresented by a peer (that is, a client or a server). Must installkey/certificate pair.

Encryption anddecryption

Off-loads work from target web servers, the F5 decrypts incoming clientrequests. Can re-encrypt a request before forwarding it on to a server.Must install key/certificate pair.

IRULES Description

HTTP to HTTPRedirect, PortRedirect

IRULE that will send an HTTP redirect for all incoming traffic to a VIP. Alltraffic will be redirected to the same URI, but a different port.

Query URIcontent to selecta pool or node

IRULE that will query the requested URI for specific content and thendirect the traffic to a specific load balancing pool or node based onmatching criteria.

PersistenceTypes

Description

CookiePersistence

Cookie persistence uses an HTTP cookie stored on a client’s computer toallow the client to reconnect to the same server previously visited at aweb site

Source addressaffinitypersistence

Directs session requests to the same server based on the source IPaddress of a packet

SSL persistence Tracks non-terminated SSL sessions, using the SSL session ID

251


Non-standard Configuration Features – Remote Managed Load BalancingServices

AdvancedFeatures

Description

Packet Filters Packet filters enforce an access policy on incoming traffic. Criteria -Source IP, Destination IP, Destination Port. Note: This feature islimited to directly connected networks.

AuthenticatingApplicationTraffic

Allows you to use a remote system to authenticate or authorizeapplication requests that pass through the LTM system.

SSLProcessing

Description

Certificaterevocation

Can check to see if a certificate being presented by a client or server hasbeen revoked. Uses either Certificate revocation lists (CRLs) or OnlineCertificate Status Protocol (OCSP).

Authorization Once the SSL profile has verified that a client or server can be trusted, theLTM system can then control the connection’s level and type of access tothe destination content. Uses external authorization or IRULES.

IRULES Description

AdvancedIRULES

Any IRULE not classified as a Standard IRULE (see above)

ContentMonitoring

Description

FTP Attempts to download a specific file to the /var/tmp directory on an F5.Once downloaded successfully, the file is not saved.

IMAP Attempts to open a specified mail folder on a server. Similar to the pop3monitor.

LDAP Attempts to authenticate the specified user

Oracle Performs an Oracle login to a service

POP3 Attempts to log on as the specified user, and log off

Radius Attempting to authenticate the specified user

SMTP Issues standard SMTP commands

UDP Attempting to send UDP packets to a pool, pool member, or node andreceiving a reply

PersistenceTypes

Description

Hashpersistence

Allows you to create a persistence hash based on an existing iRule

MicrosoftRemote DesktopProtocolpersistence

Tracks sessions between clients and servers running the RDP service

252


Remote Managed Customer Premise Equipment (CPE) Services

SunGard’s Remote Managed CPE Services provide for support of the networktermination Equipment located at the Customer Facility and/or at the DesignatedSunGard Facility as contracted for in the Schedule for Remote Managed IT Services.In order for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that Remote Managed Customer Premise Equipment Services is abundled Service, which includes Remote Hardware Installation Services, RemoteEquipment Management Services, Remote Operational Support Services and RemoteAdvanced Monitoring Services – Device. Please refer to each Service defined hereinfor additional Service descriptions.

Remote Managed CPE Services Responsibilities

Custo

mer

SunG

ard


Provide SunGard with specification sheets & installation guides for Customer-provided Equipment.

P

Relinquish control of security password and IDs for Customer-providedEquipment to SunGard.

P


Provide access to Customer premise when requested. P

Provide Software configuration backup. P

Monitor necessary microcode, firmware or critical patch alerts. P

Notify Customer of recommended microcode, firmware or critical patch changes. P

Monitor Equipment availability. P

Resolve reported or detected Equipment failures. P





253


Remote Managed CPE Services

Remote ManagedCPE Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

Router Implementation 10 5 Y Initial installation and configuration of new router.

Router OS Patch 10 5 Apply single router OS patch.

Router OS Version 10 5 Upgrade router OS to latest version.

Router Configuration 5 1 Add routes, access list updates, etc.

Router Upgrade 10 5 Y Upgrade router hardware.

Router Information 5 5 Request for hardcopy of configuration information.

CSU Implementation 10 5 Initial installation & configuration of new CSU/DSU.

CSU Configuration 10 5 Configure CSU/DSU parameters.

CSU Upgrade 10 5 Upgrade CSU/DSU hardware.


Connectivity Failure Request to investigate failed connectivity.

Router Failure Request to investigate failed or crashed router.

Router Restart* Request to restart or reboot a router.

Router Performance Request to investigate router performance issues.

CSU Failure Request to investigate failed or crashed CSU/DSU.

CSU Restart Request to restart or reboot a CSU/DSU.

* Not applicable if restart or reboot of termination Equipment (ie. Router orCSU/DSU) can not be performed remotely.

254


Remote Network Services Delivery Notes & Limitations


SunGard does not guarantee network device failure Time To Fix.SunGard will engage and manage vendors in accordance withCustomer’s maintenance agreement on the affected networkEquipment. Customer acknowledges that SunGard is not responsiblefor vendor failure to deliver parts or repairs within maintenanceagreement timelines. Customer’s sole remedy for device failures lieswith the device vendor.

ApprovedEquipment

Customer-provided Equipment must meet SunGard requirements forapproved vendor and model, approved support and maintenancecontracts, and proper OS and management Software licenseagreements as confirmed by SunGard’s Equipment certificationprocess prior to implementation of the solution.

CustomerAccess

Customer administrative access to SunGard managed networkdevices is not permitted. Customer may request a hardcopy orelectronic copy of device configuration data.

255


REMOTE SECURITY SERVICES

Remote Managed Firewall Services

SunGard’s Remote Managed Firewall Services provide for the day-to-day support ofthe Firewall as contracted for in the Schedule for Remote Managed IT Services. Inorder for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Please note that Remote Managed Firewall Services is a bundled Service, whichincludes Remote Hardware Installation Services, Remote Equipment ManagementServices, Remote LAN Services, Remote Operational Support Services and RemoteStandard Monitoring Services. Please refer to each Service defined herein foradditional Services descriptions.

Remote Managed Firewall Services Responsibilities

Custo

mer

SunG

ard

Select Equipment from SunGard supported vendors and models P



Implement initial network configuration in accordance with Customerrequirements.

P

Provide Firewall Policy Requirements Form. P

Complete Firewall Policy Requirements Form. P

Implement Firewall policy changes in accordance with completed CustomerFirewall Policy Requirements Form.

P

Backup and restore firewall rule sets. P

Maintain exclusive control of root security password and IDs. P

Monitor and notify Customer of Firewall availability. P

Provide proactive response to Firewall availability alert. P

Resolve reported or detected Firewall failures. A P


Implement Firewall policy changes per Customer requirements from SunGard’sPortal.

A P

Delivery of critical security patches as necessary. P





256


Remote Managed Firewall Services Tasks

Remote ManagedFirewall(FW) Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

FW Implementation 10 5 Y Initial installation & configuration of new FW.

FW Policy Update 3 1 Request to update security policy rules. 1

FW Removal 10 Remove existing FW.

FW Upgrade 10 5 Upgrade FW OS to newer version.

FW Provide Policy 3 1 Request to provide copy of FW policy.

VPN Add Customer 1 Y Add a Customer based VPN connection.2

VPN Add Site-to-Site 10 5 Y Add a site-to-site VPN between 2 FWs.

VPN Remove Customer 1 Remove a Customer based VPN connection.

VPN Remove Site-to-Site 5 1 Remove a site-to-site VPN.

VPN Update Customer 1 Update a Customer based VPN connection.

VPN Customer Logs 22 Days activity via SunGard’s Portal with 30 dayarchive

VPN Update Site-to-Site 10 5 Update a site-to-site VPN.


FW Failure Investigate failed or crashed FW.

FW Restart* Request to restart or reboot a FW.

FW Performance Request to investigate FW performance issues.

*Not applicable if restart or reboot of Firewall can not be performed remotely.

257


Remote Managed Network Intrusion Detection Services (NIDS)

SunGard’s Remote Managed Network Intrusion Detection Services (NIDS) provide formonitoring and response to intrusion events detected by network based intrusiondetection systems as contracted for in the Schedule for Remote Managed IT Services.Delivery of these Services may require deployment of one or more Network SecurityAppliance(s) (NSA) within Customer’s network. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from delivering the Services.

Please note that Remote Managed Network Intrusion Detection Services is a bundledService, which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote Operational Support Services and Remote StandardMonitoring Services. Please refer to each Service defined herein for additionalService descriptions.

Remote Managed NIDS Responsibilities

Custo

mer

SunG

ard

Provide IDS Requirements Form. P

Complete IDS Requirements Form. P

Conduct IDS solution review meeting. A P

Provide for one Ethernet port connection to each identified network segment. P

Provision NSA Equipment & Software to be deployed as part of the Services. P


with completed IDS Requirements Form.P



Log detected Minor and Major events on Portal. P

Notify Customer of Major events, including description, analysis and


Provide on-going fine-tuning of attack signatures to optimize the Services. A P







258


Remote Managed NIDS Tasks

Remote ManagedNIDS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Description

IDS Custom Pattern 30 Y Create a customized attack pattern.

IDS Reporting andCustom Analysis 20 Y Basic analysis and reporting on IDS activity.

IDS Install 20 15 Y Initial installation & configuration of IDS solution.





NSA Restart* Request to restart or reboot a NSA.

* Not applicable if restart or reboot of NSA can not be performed remotely.

259


Remote Managed Host Intrusion Detection Services (HIDS)

SunGard’s Remote Managed Host Intrusion Detection Services (HIDS) provide formonitoring and response to intrusion events detected by host based intrusiondetection Software as contracted for in the Schedule for Remote Managed ITServices. Delivery of the Services requires deployment of Software onto Customer’ssystems. In order for the Services to be delivered the following responsibility matrixmust be understood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from delivering theServices.

Remote Managed HIDS Responsibilities

Custo

mer

SunG

ard

Provide HIDS Requirements Form. P

Complete HIDS Requirements Form. P

Conduct HIDS solution review meeting. A P

Install host based intrusion sensor Software in accordance with completed

HIDS Requirements Form.*P

P

Coordinate fine-tuning of attack policy (30 days). P


Log detected Minor and Major Events on SunGard’s Portal. (2 days data via

SunGard’s Portal and 30 days archived data.)P



Provide on-going fine-tuning of attack signatures to optimize the Services. P






1 Installed by SunGard when the server is under contract with SunGard for OSManagement Services, otherwise installed by Customer.

*Installed by SunGard when the server is under contract with SunGard for RemoteOS Management Services, otherwise installed by Customer.

260


Remote Managed HIDS Tasks

Remote ManagedHIDS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

HIDS Custom Policy 30 Y Create a customized attack policy.

HIDS Reporting andAnalysis 60 Y Basic analysis and reporting on IDS activity

HIDS Install 20 15 Y Initial installation and configuration of IDS solution.





261


Remote Managed Intrusion Prevention Services (IPS)

SunGard’s Remote Managed Intrusion Prevention Services (IPS) provide for themonitoring, traffic filtering, and response to intrusion events detected by networkbased intrusion prevention systems as contracted for in the Schedule for RemoteManaged IT Services. Delivery of the Services may require deployment of one ormore Network Security Appliance (NSA) within Customer’s network. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

Please note that Remote Managed Intrusion Prevention Services is a bundled Service,which includes Remote Hardware Installation Services, Remote EquipmentManagement Services, Remote Operational Support Services and Remote StandardMonitoring Services. Please refer to each Service defined herein for additionalService descriptions.

Remote Managed IPS Responsibilities

Custo

mer

SunG

ard

Provide IPS Requirements Form. P

Complete IPS Requirements Form. P

Conduct IPS solution review meeting. A P

Provide one Ethernet port connection to each identified network segment. P

Provision NSA Equipment and Software to be deployed as part of the Services. P


with completed IPS Requirements Form.P



Log detected Minor and Major Events on portal. (2 days data via SunGard’s

Portal and 30 days archived.)P

Automate filtering of high risk attacks as configured on the NSA P



Provide on-going fine-tuning of attack signatures to optimize Services. A P







262


Remote Managed IPS Tasks

Remote Managed IPS

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-

Tim

e

Schedule

Description

IPS Custom Signature 30 Y Create a customized attack policy.

IPS Reporting andAnalysis 60 Y Basic analysis and reporting on IPS activity

IPS Install 20 15 Y Initial installation & configuration of IPS solution.


IPS Major Alert Investigate IPS Major event.

IPS Minor Alert 5 1 Y Investigate IPS Minor event.

IPS Failure Investigate failed IPS component.

NSA Restart* Request to restart or reboot a NSA.

* Not applicable if restart or reboot of NSA can not be performed remotely.

263


Remote Managed Vulnerability Protection Services (VPS)

SunGard’s Remote Managed Vulnerability Protection Services (VPS) providecustomized, recurring vulnerability scanning of external network, application andremote access devices that enable Customers to proactively identify and remediatehigh-risk vulnerabilities before they can be exploited as contracted for in theSchedule for Remote Managed IT Services. In order for the Services to be deliveredthe following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent or delaySunGard from providing the Services.

Remote Managed VPS Responsibilities

Custo

mer

SunG

ard

Provide VPS Requirements Form. P

Complete VPS Requirements Form. P

Conduct VPS solution review meeting. A P

Coordinate fine-tuning of attack policy (30 days) in accordance with

completed VPS Requirements Form.

AP


Log reports on SunGard’s Portal. P





Remote Managed Vulnerability Protection Services Tasks

Remote ManagedVulnerabilityProtection Services

Standard Tasks Sta

ndard

Lead-

Tim

e

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Launch Scan 20 Y Create a customized attack policy.

Vulnerability AnalysisReport 20 Y Basic analysis and reporting on VPS activity.

Scanner Install 20 15 Y Initial installation & configuration of scanner.


Report Deliver report via SunGard’s Portal.

264


Remote Managed Digital Certificate Services

SunGard’s Remote Managed Digital Certificate Services provide a Secure SocketsLayer (SSL) certificate to protect Customer’s web site, Intranets and E-commerceSSL capable systems as set forth on the Schedule for Remote Managed IT Services.In order for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

Remote Managed Digital Certificate Services Responsibilities

Custo

mer

SunG

ard

Provide Managed Digital Certificate Requirements Form. P

Complete Managed Digital Certificate Requirements Form. P

Contract for or provide Internet connectivity P

Generate Certificate Signing Request (CSR) P

Provide SSL Certificate P

Install SSL Certificate1 P

Maintain SSL Certificate password P


1 If SSL device is managed by SunGard, SunGard will generate CSR and install theSSL Certificate.

Remote Managed Digital Certificate Services Tasks

Remote ManagedDigital CertificateServices

Standard Tasks Sta

ndard

Lead-

Tim

e

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Renew SSL Certificate 20 5 Y Renew SSL Certificate

Request additional SSLCertificate 5 5 Y New SSL Certificate

265


Remote Managed Access Services

SunGard’s Remote Managed Access Services provide support and administration ofhosted and remote Customer access environments (Active Directory & LDAP). TheServices include account administration and security access control for the number ofusers as set forth on the Schedule for Managed IT Services. In order for the Servicesto be delivered the following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

Remote Managed Access Services Responsibilities

Custo

mer

SunG

ard

Contract for Remote OS Management Advanced or Enterprise Services P



Provide Managed Access Services Policy Requirements Form. P

Complete Managed Access Services Policy Requirements Form. P

Implement Managed Access Services policy changes per Customerrequirements.

P


Monitor and notify Customer of Managed Access Services availability. P

Provide proactive response to Managed Access Services availability alert. P

Resolve reported or detected Managed Access Services failures. A P






266


Remote Managed Access Services Tasks

Remote ManagedAccess Services

Standard Tasks Sta

ndard

Lead-T

ime

Cri

ticalLead-

Tim

e

Schedule

Requir

ed

Description

Implementation 10 5 YInitial installation & configuration of new ManagedAccess Service instance(s).



Removal 10 Remove existing Managed Access Service instance(s).

OS Upgrade 10 5 Y Upgrade OS to newer version.

Provide Policy 3 1Request to provide copy of Managed Access Servicespolicy.





FailureInvestigate failed or crashed Managed Access Servicesinstance(s).

RestartRequest to restart or reboot a Managed Access Serviceinstance(s).

PerformanceRequest to investigate Managed Access Serviceperformance issue(s).

267


Remote Security Services Delivery Notes & Limitations


SunGard does not guarantee device failure Time To Fix with regard toany Security Services. SunGard will engage and manage vendors inaccordance with the terms of the underlying maintenance agreement.Customer acknowledges that SunGard is not responsible for vendorfailure to deliver parts or repairs within maintenance agreementtimelines. Customer’s sole remedy for the effect of device failures iswith the device vendor.

PolicyChanges

SunGard applies policy changes in accordance with Customer’s writteninstructions as set for on the Firewall Policy Form. If Customerprovided instructions result in a service outage, such downtime willnot be counted against any Service Level commitment.

Logs SunGard can provide Customer with access to 2 days of online dataand 90 days of archived log data via SunGard’s Portal for Firewall andIDS services.

IDS AttackResponse

Intrusion Detection Services cannot prevent attacks; only providenotice that a potential attack condition exists. SunGard’s response islimited to Customer notification.

IPS AttackResponse

Intrusion Prevention Systems can block attacks based on pre-selectedcriteria. Any traffic that meets the customized attack criteria will bedropped and Customer notification will occur. SunGard is notresponsible for Customer traffic that is filtered by the NSA.

CustomerAccess

Customer administrative access to SunGard managed SecurityServices devices is not permitted. Customer may request a hardcopyor electronic copy of device configuration data.

CertificateSigningRequest(CSR)

To generate a CSR for Remote Managed Digital Certificate Services,Customer will need to create a key pair for Customer provided SSLcapable device. These two items are a digital certificate key pair andcannot be separated. If Customer loses public/private key file orpassword and generate a new one, the SSL Certificate will no longermatch resulting in the need for a new SSL Certificate. Request for anew SSL Certificate may be charged.

SSLCertificateuse

Remote Managed Digital Certificate Services SSL certificates can notbe used on more than one physical server or device at a time, unlesscontracted for accordingly. When private keys are moved among SSLdevices (Servers or SSL Accelerators) accountability and controldecreases, and auditing becomes more complex. Sharing certificateson SSL devices is unsupported by SunGard and may compromise yoursecurity posture, as well as complicate the tracing of a securitybreach.

268


REMOTE MONITORING SERVICES

Remote Standard Monitoring Services

SunGard’s Remote Standard Monitoring Services provides up/down status for IP-network attached devices using standard Internet protocols. Devices must benetwork accessible to the SunGard management fabric. Remote Standard MonitoringServices are available for the number and type of devices as contracted for on the

Schedule for Remote Managed IT Services. In order for the Services to be deliveredthe following responsibility matrix must be understood and executed by both parties.Customer’s failure to fulfill its responsibilities noted herein may prevent and or delaySunGard from providing the Services.

The following Table of Standard Events defines the monitored devices and events.



ICMP capable devices ICMP Poll Negative Response. 5 Minutes

Non-ICMP capable devices SNMP Poll Negative Response fromdevice exclusive of SNMP traps.

5 Minutes

The following table defines SunGard’s response to each type of event.

Event Response

o ICMP Poll NegativeResponse

o SNMP Poll NegativeResponse


The following responsibilities are defined for Remote Standard Monitoring Services.

Remote Standard Monitoring Services Responsibilities

Custo

mer

SunG

ard


Provide dedicated monitoring NIC (as applicable). P


P



Monitor ports identified in the Monitoring Requirements Form (only one IPaddress included for each device to be monitored).

P



269


Remote Advanced Monitoring Services– Operating System

SunGard’s Remote Advanced Monitoring Services– Operating System detects systemlevel events that indicate immediate or potential failures. Remote AdvancedMonitoring Services – Operating System are available for the number of servers ascontracted for on the Schedule for Remote Managed IT Services. In order for theServices to be delivered the following responsibility matrix must be understood andexecuted by both parties. Customer’s failure to fulfill its responsibilities noted hereinmay prevent and or delay SunGard from providing the Services.

The following Table of Standard Events defines the monitored events and the methodof detection.


Event Detection

System Availability Response to ICMP Poll on management IP address

Process Availability Process up/down status (up to five named processes)

System Log (Unix) Critical Level Kernel Messages



Paging Space Utilization Sustained Threshold

File System Utilization Sustained Threshold (up to five file systems)

The following Table defines SunGard’s response to each type of event.

Event Response

o System Availabilityo Process Availabilityo System Log

o Open Critical Incidento Notify Customero Begin Server Incident Resolution1

o CPU Utilizationo Memory Utilizationo Paging Space Utilizationo File System Utilization

o Open Major Incidento Notify Customero Investigate Incident & Determine Action Plan*

1 Only available if Customer contracts with SunGard for Remote Operating SystemManagement.

270


The following responsibilities are defined for Remote Advanced Monitoring Services –Operating System Services.

Remote Advanced Monitoring Services – Operating System Responsibilities

Custo

mer

SunG

ard



P

Provide System Monitoring Requirements Form. P

Complete System Monitoring Requirements Form. P

As necessary, license hardware monitoring agents. P

Install & configure platform and hardware monitoring agents. P

Monitor availability & thresholds identified by System Monitoring RequirementsForm.

P

Notify Customer of detected alerts in accordance with the System MonitoringForm.

P

Provide monthly availability and threshold report via SunGard’s Portal. P

271


Remote Advanced Monitoring Services - Database

SunGard’s Remote Advanced Monitoring Services – Database detect database eventsthat indicate immediate or potential failures. Remote Advanced Monitoring Services– Database are available for the number of servers and the number of databaseinstances as contracted for on the Schedule for Remote Managed IT Services. Inorder for the Services to be delivered the following responsibility matrix must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.

The following table of Standard Events defines the events which will be monitored bySunGard and the specific method of detection.


Event Detection

Database Availability Database up/down Status

Database Error Database Logs Critical Error


Table Space Utilization Threshold

Table Extent Utilization Threshold


Event Response

o Database Availability o Open Critical Incident Ticketo Notify Customer

o Begin Database Incident Resolution1

o Database Erroro Archive Logo Table Space Utilizationo Table Extent Utilization

o Open Major Incident Ticketo Notify Customero Investigate Database Incident & Determine Action Plan

**

1 Only if the Database application is under contract with SunGard for RemoteManaged Database Services.

272


The following responsibilities are defined for Remote Advanced Monitoring Services –Database Services.

Remote Advanced Monitoring Services – Database Responsibilities

Custo

mer

SunG

ard

Subscribe to Advanced Monitoring Services – Operating System or other Serviceofferings which include Advanced Monitoring Services – Operating System.

P

Provide Database Monitoring Requirements Form. P

Complete Database Monitoring Requirements Form. P

Install and configure DB monitoring agents. P

Monitor availability and thresholds identified on the completed DatabaseMonitoring Form.

P

Notify Customer of detected alerts based on requirements in the DatabaseMonitoring Form.

P

If Customer contracts for Advanced Application Support – Database, theServices include SunGard using commercially reasonable efforts to resolvedetected DB issues.

P

273


Remote Advanced Monitoring Services - Exchange

SunGard’s Remote Advanced Monitoring Services – Exchange detect MicrosoftExchange events that indicate immediate or potential failures. Remote AdvancedMonitoring Services – Exchange are available for the number of servers and thenumber of Exchange instances as contracted for on the Schedule for RemoteManaged IT Services. The following table of Standard Events defines the eventswhich will be monitored by SunGard and the specific method of detection. In orderfor the Services to be delivered the responsibility matrix set forth below must beunderstood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.


Event Detection

Exchange Availability Exchange Up/Down Status

Exchange Error Exchange Logs Critical Error


Mail Store Utilization Threshold


Event Response

o Exchange Availability o Open Critical Incidento Notify Customero Begin Exchange Incident Resolution1

o Exchange Erroro Archive Logo Mail Store Utilization

o Open Major Incidento Notify Customero Investigate Exchange Incident & Determine Action Plan

1 Only if the Exchange application is under contract with SunGard for RemoteManaged Exchange Services.

274


Remote Advanced Monitoring Services- Web

SunGard’s Remote Advanced Monitoring Services - Web detect up/down status forCustomer provided URL addresses and TCP ports. Devices must be networkaccessible to the SunGard management fabric in order for SunGard to provide theService to Customer. Remote Advanced Monitoring Services - Web are available forthe number of URLs as contracted for on the Schedule for Remote Managed ITServices. In order for the Services to be delivered the following responsibility matrixmust be understood and executed by both parties. Customer’s failure to fulfill itsresponsibilities noted herein may prevent and or delay SunGard from providing theServices.




Process Availability Customer specified web server specificprocesses (i.e. DLLhost, InetInfo andwww.service).

N/A

System Log Critical Level System Web Server LogMessages

N/A

User Connections Sustained Threshold N/A

Server Connections Sustained Threshold N/A

TCP Ports TCP Poll Negative Response 5 Minutes

URL o HTTP-Get Response > 45 Secondso Domain Lookup Failureo TCP Connection Failureo HTTP-Get Status Codes Other Than:

200, 301, 302.

5 Minutes


Event Response

o TCP Poll Negative Responseo Process Availabilityo System Log


o User Connectionso Server Connections


o HTTP-Get Response > 45Seconds

o Domain Lookup Failureo TCP Connection Failureo HTTP-Get Status Codes Other

Than: 200, 301, 302.

o Attempt Manual Browseo If Site Not Available or Extremely Slowo Open Critical Incidento Notify Customero Begin Internet Incident Resolutiono If Site Availableo Open Minor Incidento Notify Customer

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The following responsibilities are defined for Remote Advanced Monitoring – WebServices.

Remote Advanced Monitoring - Web Responsibilities

Custo

mer

SunG

ard



P



Monitor ports & URLs as specified in the Monitoring Requirements Form. P



276


Remote Advanced Monitoring - Device

SunGard’s Remote Advanced Monitoring Services - Device detect up/down status forCustomer devices and events that indicate immediate or potential failures. Devicesmust be network accessible to the SunGard management fabric. Remote AdvancedMonitoring Services - Device are available for the number of devices as contracted forin the Schedule for Remote Managed IT Services. In order for the Services to bedelivered the following responsibility matrix must be understood and executed byboth parties. Customer’s failure to fulfill its responsibilities noted herein may preventand or delay SunGard from providing the Services.



Device Event

Network Availability Response to ICMP Poll on management IP address



Temperature Threshold Sustained Threshold

Power Supply Failure Critical Level Syslog Message

Fan Failure Critical Level Syslog Message

WAN Interface Utilization Sustained Threshold


Event Response

o Network Availabilityo Power Supply Failure


o CPU Utilizationo Memory Utilizationo Temperature Thresholdo Fan Failureo WAN Interface Utilization


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The following responsibilities are defined for Remote Advanced Monitoring Services –Device.

Remote Advanced Monitoring Services – Device Responsibilities

Custo

mer

SunG

ard





P

Monitor ports identified by Monitoring Requirements Form. P



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Remote Web Transaction Monitoring Services

SunGard’s Remote Web Transaction Monitoring Services provide for execution of aCustomer provided transaction to measure end-to-end application responsiveness.Remote Web Transaction Monitoring Services are available for the number oftransactions for which Customer has contracted with SunGard as set forth on theSchedule for Remote Managed IT Services. Each transaction may include up to five(5) discrete steps. In order for the Services to be delivered the followingresponsibility matrix must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGardfrom providing the Services.

The following table defines the monitored devices and Events.


URL Executed Transaction 5 Minutes

The following table defines SunGard’s response to each type of Event.

Event Response

o Transaction NegativeResponse

o Open Major Incident Ticketo Notify Customer

The following responsibilities are defined for Remote Web Transaction MonitoringServices.

Remote Web Transaction Monitoring Services Responsibilities

Custo

mer

SunG

ard




Develop Customer transaction in response to requirements. A P

Approve Customer transaction procedure as developed. P

Provide script to execute approved Customer transaction. P

Test and verify transaction. A P

Execute and monitor transaction results identified by Monitoring RequirementsForm.

P



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Remote Monitoring Services Delivery Notes & Limitations

Polling Cycle It is possible that during a polling cycle a device or service fully resetsand the event is not detected. Monitoring Services will only detectdevices or services that have not responded during an entire pollingcycle.

SNMP Traps Remote Standard Monitoring Services are limited to detecting positiveor negative responses from direct polling and will not detect SNMPtraps.

MonitoringAddress

The IP address used for monitoring must be assigned and administeredby SunGard. If this is not practical within your environment, SunGardwill attempt alternate solutions including the use of dedicated networkinterface cards (NIC). If SunGard cannot provide a solution to networkaddress conflicts, Remote Monitoring Services will not be available tothe device(s). Any costs associated with alternate solutions are theCustomer’s responsibility and will be the presented to Customer forapproval before implementation.

False Positive During normal operation it is possible to receive false-positive alertsthat are caused by network congestion or application activity. Forexample, SunGard may receive an alert that a device is notresponding, but the device is actually still available. While SunGard’smanagement fabric is designed to mitigate such events; SunGardcannot guarantee that such false-positive alerts will not occur.

UnusedInterfaces

Unused IP interfaces must be configured as administratively down. Ifsuch IP interfaces remain active the Service will not be available to thedevice(s).

Agent Some Remote Monitoring Services may require that a monitoring agentbe installed on the OS. If the server OS is not managed by SunGardthen Customer will need to install the agent. In this case, SunGard isnot responsible for agent failures due to incorrect installation orSoftware compatibility issues. As required by the vendor, SunGard mayneed to upgrade agent revision levels. If the server OS is not managedby SunGard, then Customer is responsible to install the upgrade.SunGard will provide as much notice as possible prior to requiring anagent upgrade, whether SunGard or Customer is performing the work.

JavaScript Website’s which are heavily dependent upon Client-side JavaScript,may not be able to be monitored using Advanced Monitoring - Web orWeb Transaction Monitoring Services and will be addressed on a caseby case basis.

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Remote Monitoring Services Delivery Notes & Limitations (continued)

TransactionDevelopment

For Web Transaction Monitoring Services each transaction steprepresents a specific application request such as an HTTP page GET orPOST. For example, in Step 1 you might test a page download time, inStep 2 test a user logon, and in Step 3 test a DB search response time.The resultant group of steps represents a single transaction that isexecuted on a regular basis as determined by Customer. SunGard willwork directly with Customer’s internal application experts to developthe requirements for each step of each transaction. SunGard will thenprovide a written summary detailing our understanding of thoserequirements, and once approved, SunGard will implement therequirements as documented.

Other Events Remote Monitoring Services will only detect the specific eventsidentified in “The Table of Standard Events” associated with theapplicable Services. The following events may be detected throughMonitoring Services, depending on whether or not they also result inone of the Standard Events being triggered:

o Hung or Partially Hung OS or Applicationo Hardware Errorso System Errorso Process Errorso Website Errorso Application Errorso Log Messages

Logical orPhysicalPartitions

Advanced Monitoring Service – Operating Systems provide formonitoring of one (1) Operating System instance on a physical server.Operating Systems that reside on logical or physical partitions can onlybe monitored as part of Operating System Management EnterpriseServices.

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REMOTE REPLICATION SERVICES

Remote Server Replication Services

SunGard’s Remote Server Replication Services provide support for SunGard providedserver replication solutions. SunGard can provide these Services on Microsoft

Windows-based server supported by SunGard as contracted for in the Schedule forRemote Managed IT Services. In order for the Services to be delivered the followingresponsibility matrix must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGardfrom providing the Services.

Please note that Remote Server Replication Services is a bundled Service, whichincludes Remote Hardware Installation Services, Remote Equipment ManagementServices, Remote Operational Support Services and Remote Standard MonitoringServices. Please refer to each Service defined herein for additional Servicedescriptions.

Remote Server Replication Services Responsibilities

Custo

mer

SunG

ard

Provide & support a source & target server environment compatible withidentified replication Software. 1

P

Provide and/or contract for data backup for source & target serverenvironment. 1

P

Provide and/or contract for data replication bandwidth between source & targetservers. 1

P

Identify source & target servers on which the replication Software will beloaded, including local standby servers.

P

Provision identified replication Software and related maintenance agreements. P

Provision all Software as required to implement Customer solution other thanidentified replication Software.

P

Perform initial installation & configuration of identified replication Software onsource & target servers.

P

Notify Customer of vendor recommended Software patch, maintenance &release changes for the replication Software.

P



P





1 Subject to the Services contracted for by Customer, Customer, SunGard, or bothmay support the source & target server environment and related bandwidth.

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Remote Server Replication Services Tasks

Remote ServerReplication

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

SoftwareConfiguration 5 1

Configure replication Software initialization andtuning parameters.

Software Install 5 3 Install replication Software product.

Software Patch 5 1 Apply single patch to replication Software product.

Software Upgrade 10 5 Upgrade replication Software to newer version.


Software Failure Investigate replication Software failure or crash.

Software LicenseFailure Investigate replication Software license failure.

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Remote Replication Services Delivery Notes & Limitations

Availability For any failures or malfunction of the Equipment and/or the Softwarefor which Customer has contracted with SunGard for Services,SunGard does not guarantee a Time To Fix. SunGard will engage andmanage the activities of the third party vendors. Customeracknowledges that SunGard is not responsible for any such vendor(s)failure to deliver parts or repairs within maintenance agreementtimelines. Customer’s sole remedy for the effect of Equipment and/orSoftware failure lies with the OEM or maintenance vendor.

Spare Parts SunGard does not maintain a spare parts inventory. FailedEquipment is repaired through vendor maintenance supportagreements. Subject to SunGard’s written approval, a Customer mayprovide or have vendors provide spare parts for cold storage withinthe Customer Space only.

Peripherals SunGard may provide communications cables, electrical plugs, andother small peripheral hardware components to complete projects orremedy problems. Out of pocket expenses incurred by SunGard maybe charged back to Customer.

Licenses Customer must provide and make available to SunGard all licenseinformation related to the Software for which SunGard is to provideany Support or Management Services.

OtherServices

Replication Services do not include proactive performance analysis,capacity planning, design and architecture, or any other task notspecifically identified in the Standard Tasks for that Service.

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Section Four

Recovery Assistance ServicesService Definitions

285


INTRODUCTION

Testing Services and Restoration Services for Managed IT Services are designed tominimize the time and effort required by Customer’s technical staff whenparticipating in business continuity Tests. The objective of Testing Services andRestoration Services for Managed IT Services is to provide a cost-effective approachto testing by providing a team skilled in the coordination of the exercise that willreview Customer’s recovery strategies in advance and facilitate Test planningsessions to help ensure that the Test objectives are consistent with these strategies.

SERVICE DEFINITIONS – RECOVERY ASSISTANCE SERVICES

Operating System Startup Services

Introduction

Recovery Assistance Services (formerly known as Test Services) are designed tominimize the time and effort required by Customer’s technical staff whenparticipating in business continuity Tests. The objective of Recovery AssistanceServices is to provide a cost-effective approach to testing by providing a team skilledin the coordination of the exercise who will review Customer’s recovery strategies inadvance and facilitate Test planning sessions to help ensure that the Test objectivesare consistent with these strategies.

Service Description

SunGard’s Operating System Startup Services provide for the restorationand configuration of the Customer’s operating system(s) environment.The Service is designed for customers who either elect to have theiroperating system(s) environment be prepared for them at the start of theTest or, the for the customer who requires assistance recovering theiroperating system(s) environment on the Recovery Services as a result ofany differences between the assigned configurations and the hardwareconfiguration used by Customer at the Location. Operating SystemStartup Services may also be appropriate for those Customers who utilizea SunGard Advanced Recovery (data replication) solution and require ahands-off, turnkey Test and recovery solution. SunGard technicalspecialists will restore Customer’s operating system(s) environments onthe Recovery Services.

Prior to a scheduled Test, SunGard technical specialists will review the Customer’srecovery documentation to determine if Customer’s recovery strategy is adequatelydocumented and, if applicable, offer suggestions for improvement to the strategy.SunGard technical specialists will restore and configure Customer’s operatingsystem(s) environments. The Services include the configuration of networkcommunications on each assigned server and both the initialization of external disk

286


storage or the importing and mounting of replicated disk, whichever may beappropriate. Customer is responsible for all additional applications and datarestoration.

In order for the Service to be delivered by SunGard, the following general andassociated product specific responsibility matrices must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent or delay SunGard from providing the Services.

Operating System Startup Service– General Responsibilities

Custo

mer

SunG

ard

Provide detailed configurations and/or procedures that are to be used for therestoration of the hardware configuration(s) for which Customer has contractedfor the Services.

P

Complete restoration process review of all written documentation provided byCustomer.

P

Schedule and conduct conference call(s) between SunGard and Customer toreview the restoration documentation. SunGard and Customer will worktogether to ensure that SunGard understands Customer-provideddocumentation. If applicable, SunGard will also recommend improvements toCustomer’s strategy and or documentation.

A P

Written update of procedures based on the results of the conference call, ifneeded.

P

Install and configure backup Software if required for the restoration ofoperating system(s) environment.

P

Restore or install operating system(s) including any prerequisite tasks basedon Customer-provided restoration documentation.

P

Configure network interfaces. P

Initialize disk volumes, as applicable. P

Provide to SunGard any Advanced Recovery (replicated) disk volumes that arebeing managed by Customer.

P

Import and mount Advanced Recovery (replicated) disk volumes. P

Restore applications and data from backups. P

Execute any additional recovery tasks P

Complete a post-Test report detailing the Test objective(s),accomplishment(s), test chronology, open issues and any recommendedchanges to improve/enhance future Test(s).

P

Schedule and conduct a post-Test conference call to review the report. A P

Update written documentation based on the Test results and SunGard’srecommendations.

P

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Operating System Startup Services (continued)

Delivery Methodology

SunGard will restore Customer’s operating system(s) environment and configurethem in accordance with the written documentation provided by Customer. SunGardrequirements for Customer documentation are dependent upon the specific platformand recovery strategy. SunGard will conduct an initial conference call with Customerto determine the overall recovery strategy and advise what documentation SunGardwill require to facilitate the Services. SunGard will then review the provideddocumentation and, with Customer shall determine whether the documentation isadequate or whether additional detail is required to facilitate the Services.

As part of the restoration of the Customer’s operating system(s) environment,SunGard will complete the following tasks where applicable, as set forth in theCustomer-provided documentation:

Install or restore Customer-provided operating system(s) Softwareo In the event that third party backup Software is required to restore the

operating system(s) Software:

SunGard will install and configure Customer’s backup serverSoftware.

Alternately, SunGard will connect to and utilize a Customer ownedbackup server situated at the designated SunGard recovery center.

Install and configure backup client Software and restore operatingsystem(s) environments.

Configure network interfaces

Configure disk volumes

Install third party disk management Software, as required. Create and mount file systems. In a situation where Customer is restoring from replicated data on disk,

SunGard will mount the presented LUNs as directed in Customer’s writtendocumentation.

Please Note: Presenting the replicated LUNs is the responsibility ofCustomer unless that activity has been separately contracted-forwith SunGard.

Once the operating system(s) environment has been restored, the systems will beturned over to Customer for all additional restoration activities. Dedicated supportends at this point, and should Customer require additional assistance, Customer willhave to access recovery center staff, subject to availability.

The Services are available for all hardware platforms for which Recovery Services canbe contracted for with SunGard.

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Operating System Startup Services Notes & Limitations

Recovery Assistance Services will be delivered only for thosehardware configurations specifically noted in the applicable Schedulefor Recovery Services. No hardware platform should be assumed tobe in scope because of a dependency between platforms.

Unless otherwise specifically noted in the applicable Schedule forRecovery Services, all Recovery Assistance Services are provided attime of Test at the designated recovery center and in the event of aCustomer Disaster declaration, subject to the terms of the RecoveryServices Exhibit.

Unless otherwise set forth in the Agreement, Customer acknowledgesthat the pricing presented to Customer for Recovery AssistanceServices is based on the assumption that Customer will conduct nomore than two annual Tests of the Recovery Services. In the eventCustomer does perform more two (2) annual Tests of the RecoveryServices during any contract year, SunGard reserves the right tocharge Customer for such additional support at SunGard's thencurrent rates for such support.

In the event of a Customer Disaster declaration, should Customerelect to recover using Mobile Recovery Services as contracted for onthe applicable Schedule for Recovery Services, Recovery AssistanceServices will be provided upon Customer request. In such event, inaddition to any other costs to be charged to Customer for use of theMobile Recovery Services as set forth in the Recovery ServicesExhibit, Customer agrees to reimburse SunGard for actual travel,food and lodging costs incurred.

Recovery Assistance Services provide for dedicated support for theinitial restoration activities of Customer’s environment. Dedicatedsupport provides for a minimum of one SunGard technical supporttechnician per platform as set forth on the Schedule for RecoveryServices. Customer acknowledges that such support is subject to theavailability of technical personnel at that time.

In the event that the initial restoration activities need to berepeated, through no fault of SunGard’s, SunGard will usecommercially reasonable efforts to assist Customer. However,Customer acknowledges that it has primary responsibility forrepeating those restoration activities.

Except in the event of a Disaster, all Recovery Assistance Servicesoccur during Customer’s scheduled Test Period(s). Customeracknowledges the requirement to schedule adequate time to allowfor system recovery and data erasure during the scheduled TestPeriod(s).

Customer is responsible for providing all software media and thenecessary software license(s). Customers are urged to maintainupdated software and license(s) either with their tape vendors, to beshipped to SunGard along with tapes, or stored in a locker at thedesignated SunGard recovery center.

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Operating System Startup Services Notes & Limitations (continued)

Customer must provide SunGard with reasonable access to technicalsupport, both their IT staff and vendors, during Test preparation,Tests and recovery operations, through a single point of contact

Customer is solely responsible for updating its’ written recoveryprocedures to reflect any changes in the production environment(s)and also for requesting any updates needed to the contractedRecovery Services on the applicable Schedule(s) through Customer’sassigned Account Manager.

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Full System Restoration Services

Introduction

Recovery Assistance Services (also known as Test Services) are designed to minimizethe time and effort required by Customer’s technical staff when participating inbusiness continuity Tests. The objective of Recovery Assistance Services is to providea cost-effective approach to testing by providing a team skilled in the coordination ofthe Test who will review Customer’s recovery strategies in advance and facilitate Testplanning sessions to help ensure that the Test objectives are consistent with thesestrategies.

Service Description

SunGard’s Full System Restoration Services provide for the restoration of computingsystems by SunGard technical specialists from a backup created by Customer eitherto tape or any data vault or advanced recovery (High Availability) disk. The Servicesare designed for customers who elect to outsource the restoration of systems bySunGard to minimize the requirement to expend personnel during Test(s) and in theevent of a Customer Disaster declaration. SunGard technical specialists will executeCustomer’s written recovery procedures to restore the systems on the contracted-forRecovery Services.

Full System Restoration Services include: (a) the recovery of Operating Systems,including the configuration of network communications and the initialization of bothinternal and SAN disk volumes, (b) the recovery of enterprise backup Software, and(c) the recovery of applications and data. Additional tasks may be included such asthe application of logs, installation of Software and disk erasure provided Customersupplies detailed written procedures and any required Software for these tasks.

Prior to the Test, SunGard technical specialists will review the Customer’s recoveryprocedures to determine if the Customer’s recovery strategy is adequatelydocumented and, if applicable offer suggestions for improvement. The SunGardtechnical specialists will then restore the systems as documented in Customer’sprocedures.

As a follow-up activity, SunGard will provide Customer with a detailed post Testreport. The report will contain a synopsis of the Test, observations andrecommendations for improvement and a test chronology.

In order for the Services to be delivered by SunGard, the following general andassociated product specific responsibility matrices must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

291


Full System Restoration Services – General Responsibilities

Custo

mer

SunG

ard

Provide detailed procedures/scripts that are to be used for the restoration ofthe Recovery Services configurations under contract with SunGard at least 8weeks prior to the scheduled Test.

P

Complete restoration process review of all written procedures provided byCustomer.

P

Schedule and conduct a conference call between SunGard and Customer toreview the procedures/scripts provided by Customer.

A P

Update written procedures based on the results of the conference call andreturn them to SunGard no later than two weeks prior to the Test.

P

Restore and install operating systems including the configuration of networkcommunications and initialization of internal and SAN based disk volumes.

P

Configure backup Software. P

Provide data to SunGard via tape or data vault. P

Restore the applications and data provided by Customer on the hardwareconfiguration(s) contracted for in the Schedule for Recovery Services.

P

Execute application or database activation. P

Execute the application of transaction logs, journal updates, etc. P

Erasure of data restored on the disk in the SunGard recovery centersubsequent to a Test or recovery operation. Customer acknowledges that theerasure of all Customer data from the disk(s) must be done during thescheduled Test Period(s).

P

Provide procedures and Software to SunGard for use in erasing Customerdata from disk.

P

Complete a post Test report detailing the Test objective(s) andaccomplishment(s), Test chronology, open issues as well as recommendedchanges to improve/enhance future Test(s).

P

Execute a post-Test conference call to review the report. A P

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Full System Restoration Services


The methodology behind SunGard’s Full System Restoration Services is based on theconcept of “crawl, walk, run” which is essentially a transfer of knowledge betweenthe parties. Customer provides complete recovery procedures to SunGard for review.While SunGard cannot determine the accuracy of any recovery procedures prior totesting, SunGard Technical Specialists will examine the procedures to determine ifthey are clear and understandable, that they do not require additional documentationwhich has not been made available, and such procedures do not require knowledgeof Customer’s production environment. SunGard will report the findings to Customeralong with suggestions for improvement.

SunGard’s goal is to be able to provide primary execution of the Customer’sprocedures during both Test(s) and a Customer Disaster declaration. Because theaccuracy of new procedures can not be fully validated without testing, the activeparticipation of Customer during Test(s) which involve new processes or proceduresis a critical component of Test success. The objective of this process is Customerbeing able to hand off procedures to SunGard that can be executed by the recoverystaff on the recovery center floor in the event of a Customer Disaster declaration.

Promptly following a Test, SunGard will submit recommendations for improvement ofthe recovery process and procedures in a post Test report based on findings from theexercise. Thereafter, Customer must take ownership for their procedures, modifyingthem based on the test results, changes in the Customer’s production environmentand changes in their Recovery Schedule. Prior to each test the Customer will beasked to provide updated procedures for review. SunGard’s review will include acomparison to previous Post Test Reports to assure that previous documentationissues have been addressed. Any questions or issues will be discussed in a pretestconference call. To assure that SunGard has the most current recovery procedures inthe event of an actual disaster the Customer is urged to maintain current versionseither on a SunGard portal, in a storage locker at the recovery center, or with theiroff site tape storage vendor.

SunGard has great expertise in many areas including recovery Software, and willalways provide best efforts to resolve issues. However, the Customer has expertise intheir environment, especially at the application layer, that SunGard does not have.SunGard should not be viewed as a replacement for direct Software support fromyour experts, including vendors, in the event that issues should arise. It is requiredthat the Customer provide direct and immediate access to technical representativesthat have intimate knowledge of the environment for the duration of the recovery.

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Full System Restoration – Notes & Limitations

Recovery Assistance Services will be delivered only for those hardwareconfigurations specifically noted in the applicable Schedule for RecoveryServices. No hardware platform should be assumed to be in scope because ofa dependency between platforms.Unless otherwise specifically noted in the applicable Schedule for RecoveryServices, all Recovery Assistance Services are provided at time of Test at thedesignated recovery center and in the event of a Customer Disasterdeclaration, subject to the terms of the Recovery Services Exhibit.Unless otherwise set forth in the Agreement, Customer acknowledges that thepricing presented to Customer for Recovery Assistance Services is based onthe assumption that Customer will conduct no more than two annual Tests ofthe Recovery Services. In the event Customer does perform more two (2)annual Tests of the Recovery Services during any contract year, SunGardreserves the right to charge Customer for such additional support at SunGard'sthen current rates for such support.In the event of a Customer Disaster declaration, should Customer elect torecover using Mobile Recovery Services as contracted for on the applicableSchedule for Recovery Services, Recovery Assistance Services will beprovided upon Customer request. In such event, in addition to any other coststo be charged to Customer for use of the Mobile Recovery Services as setforth in the Recovery Services Exhibit, Customer agrees to reimburse SunGardfor actual travel, food and lodging costs incurred.Recovery Assistance Services provide for dedicated support for the initialrestoration activities of Customer’s environment. Dedicated support providesfor a minimum of one SunGard technical support technician per platform as setforth on the Schedule for Recovery Services. Customer acknowledges thatsuch support is subject to the availability of technical personnel at that time.In the event that the initial restoration activities need to be repeated, through nofault of SunGard’s, SunGard will use commercially reasonable efforts to assistCustomer. However, Customer acknowledges that it has primary responsibilityfor repeating those restoration activities.Except in the event of a Disaster, all Recovery Assistance Services occurduring Customer’s scheduled Test Period(s). Customer acknowledges therequirement to schedule adequate time to allow for system recovery and dataerasure during the scheduled Test Period(s).Customer is responsible for providing all software media and the necessarysoftware license(s). Customers are urged to maintain updated software andlicense(s) either with their tape vendors, to be shipped to SunGard along withtapes, or stored in a locker at the designated SunGard recovery center.Customer must provide SunGard with reasonable access to technical support,both their IT staff and vendors, during Test preparation, Tests and recoveryoperations, through a single point of contactCustomer is solely responsible for updating its’ written recovery procedures toreflect any changes in the production environment(s) and also for requestingany updates needed to the contracted Recovery Services on the applicableSchedule(s) through Customer’s assigned Account Manager.Customer acknowledges the requirement to have representatives on site at thedesignated SunGard recovery center to validate media inventory and toperform any ancillary media management functions unless Customerseparately contracts for Media Handling Services.

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Forward Recovery Services

Service Description

SunGard’s Forward Recovery Services provide for restoration activities beyond fullsystem restoration. SunGard technical specialists will execute Customer’s writtenForward Recovery procedures to provide a more complete recovery solution than thatprovided by the Full System Restoration Services.


Forward Recovery Services Option – General Responsibilities

Custo

mer

SunG

ard

Provide detailed forward procedures to SunGard at least 8 weeks prior to eachscheduled Test.

P

Review forward recovery procedures for clarity only. P

Schedule and conduct a conference call between SunGard and Customer to helpensure an understanding by SunGard of the forward recovery procedures

A P

Implement recommended changes and submit the revised procedures toSunGard at least 2 weeks prior to the scheduled Test.

P

Execute forward recovery procedures for any or all of: Installation of applications from media Application of DB logs Start-up of applications and DBs Disk erasure Other recovery activities in addition to full system restoration

P

Debugging of forward recovery procedures and associated Software P

System, application and DB administration P

Record Test objectives, accomplishments, chronology, issues and resolutions tobe included in the post Test report

P

Update forward recovery procedures based on the Test results P

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Forward Recovery Services


Forward Recovery Services are available only as an add-on to SunGard’s Full SystemRestoration Services. Customer must provide detailed procedure documentation toSunGard to facilitate the Services. SunGard will execute the procedures as writtenbut does not guarantee any particular expertise with specific applications or DBs.Customer is responsible for supporting its’ procedures, applications and DBs, eitherthemselves or through the applicable third party vendor(s). In order for the Servicesto be delivered the following responsibility matrix must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

Forward Recovery Services –Methodology Summary

Custo

mer

SunG

ard

Provide detailed forward recovery procedures at least 8 weeks prior toa scheduled Test.

P

Review forward recovery procedures for clarity only. SunGard can not evaluatethe accuracy or completeness of forward recovery procedures.

P

Clarify procedures based on SunGard’s findings. P

Help ensure that the procedures are complete and technically correct. P

Initial test - SunGard and Customer work together to validate the procedures. A P

Second test – SunGard executes updated procedures. P

Second test – Customer provides on-site over-the-shoulder support. P

Third test – SunGard executes Test. P

Debug procedures and associated Software during recovery. P

Perform post-recovery DB and application administration and maintenance. P

Document issues, resolutions and chronology to be included in aPost-Test report.

P

Update the procedures based on the results of the Test(s). P

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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU)Startup Services

Introduction


Service Description

This is a limited “Service offering” which addresses the need of a Customer requiringassistance with the configuration of TSM or NBU Software at the designated SunGardrecovery center in order to Test or recover Customer operations successfully. TheServices provide for SunGard to install or restore one or more TSM or NBU hardwareconfiguration(s), install the backup database, reconfigure the hardware configurationfor the recovery center environment and Test the functionality of the hardwareconfiguration while activating the tape library hardware.


297


TSM / NBU Startup Services - General Responsibilities

Cu

sto

me

r

Su

nG

ard

Provide detailed written documentation at least 4 weeks prior to a scheduled Test toSunGard so that SunGard can be used to restore the hardware configurations.

P

SunGard will advise as to what documentation is required during an initial project planningconference call with Customer.

P

Complete restoration process review of all written procedures provided by Customer toSunGard.

P

Schedule and conduct a conference call between SunGard and Customer to discuss andresolve any process/procedure gaps, issues and questions regarding the Customer’swritten documentation.

A P

Restore or install operating system(s) based on Customer’s recovery strategy. P

Restore or install TSM or NBU based on Customer’s recovery strategy, documentation andgenerally accepted best practices.

P

Load the backup database. P

Configure TSM or NBU Software for the SunGard hardware environment including tapedrives, libraries, robots and VTLs.

P

Verify that the Software and associated hardware configuration will function properly withthe tape library hardware.

P

Turn-over fully functioning hardware configuration to Customer. A P

Install and configure client Software on target systems. (SunGard will perform this task ifOS Startup or Full System Restoration is contracted for the target systems).

P

TSM / NBU Startup Services - General Responsibilities

Cu

sto

me

r

Su

nG

ard

Perform data and application restoration(s). SunGard will perform this task if Full SystemRestoration is contracted for the target systems.

P

Complete a post-Test report detailing the Test objectives, accomplishments as well asrecommended changes to improve future Test activities. The report will include: testobjectives and accomplishments, findings, test chronology, open issues and, if applicable,recommendation(s) for subsequent Tests.

P

Execute a post-Test conference call to review the report. A P

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It is SunGard’s goal, in delivering these Services, to provide a fully functioning TSMor NetBackup environment that Customer will utilize to facilitate Tests(s) or an actualrecovery at the designated SunGard recovery center. SunGard will use industry bestpractices along with documentation provided by Customer to provide the Services.SunGard intends to deliver these Services while minimizing Customer’s need tocommit their staff to provide this functionality. SunGard will conduct an initial projectplanning conference call with Customer to determine what specific documentationwill be required by SunGard to provide the Services based on the complexity ofCustomer’s environment and backup practices associated with the TSM and/or NBUservers. SunGard will advise on best practices for backing up TSM and/or NBUservers to facilitate recovery.

Unless separately contracted for, the recovery of Customer operating system(s), theinstallation of backup Software agents and the recovery of any data other that thebackup Software configuration database(s) and catalog(s) is not included as part ofthe Services.

SunGard will recover TSM and/or NBU servers by following the general steps outlinedbelow. These steps are presented as a high level overview.

1. Restore a backup of Customer’s operating system image which includes thebackup Software binaries. Alternately, SunGard will install the appropriateoperating system and backup Software.

2. Restore Customer’s backup database to the designated server. If the databaseis tape based, the Customer is urged to supply duplicate sets of tape.

3. Delete tape device entries representing Customer’s production environmentand add device entries which represent the recovery environment at thedesignated SunGard recovery center.

4. Validate that the designated backup server can properly use tape libraries bymanipulating robots and picking tapes.

5. Based on the availability of restoration clients, one or more restoration jobswill be initiated as final validation of the functionality.

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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU)Startup Services - Notes & Limitations


Unless otherwise specifically noted in the applicable Schedule forRecovery Services, all Recovery Assistance Services are provided attime of Test at the designated recovery center and in the event of aCustomer Disaster declaration, subject to the terms of the RecoveryServices Exhibit.






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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU)Startup Services - Notes & Limitations (continued)




Customer acknowledges the requirement to have representatives onsite at the designated SunGard recovery center to validate mediainventory and to perform any ancillary media management functionsunless Customer separately contracts for Media Handling Services.

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Network Startup Services

Introduction

Recovery Assistance Services (formerly known as Test Services) are designed tominimize the time and effort required by Customer’s technical staff whenparticipating in business continuity exercises. The objective of Recovery AssistanceServices is to provide a team skilled in the coordination of the exercise who willreview Customer’s recovery strategies in advance and facilitate planning sessions tohelp ensure that the recovery objectives are consistent with these strategies.

Services Description

SunGard’s Network Startup Services provide for assistance in the restoration of thenetwork environment during recovery Tests and in the event of a Customer Disasterdeclaration at the designated SunGard recovery center. A SunGard technicalspecialist will: 1) install Customer-provided configurations on the allocated tonetwork devices at the designated SunGard recovery center: 2) assist Customer indeveloping configurations suitable for the SunGard hardware environment; and 3)execute Customer-provided procedures for the recovery and configuration of deviceswhere the loading of a configuration file does not apply, such as certain firewalls,VPN gateways, etc. SunGard will conduct limited advanced testing of all networkdevices to help ensure that the network configurations will load without any errors.At time of Test, or in the event of a Customer Disaster declaration, SunGard will useCustomer’s configurations and procedures to activate the Equipment and turn suchEquipment over to Customer for validation and use.

It is important to note that Customers are required to provide layer 2 and layer 3configurations for routers and switches and recovery procedures for other classes ofEquipment.


302


Network Startup Services – General Responsibilities

Custo

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SunG

ard

Conduct project planning session to discuss the objectives of theoverall Test engagement, as well as timeframes. Project activitieswill be reviewed, including identification of documentation (such astechnical restoration procedures) for analysis.

A P

Provide configurations and recovery procedures to SunGard in a timelymanner as defined herein.

P

Provide assistance to Customer in modifying the configurations to becompatible with the SunGard hardware environment.

P

Review network diagrams and network hardware used for recovery. P

Prior to the Test, conduct a pre-load test of network hardware withCustomer’s configurations based on the availability of hardware andpersonnel.

P

Load configurations and execute procedures to activate hardware at thebeginning of the Test or the recovery operation.

P

Verify connectivity to attached devices. P

Debug configurations and troubleshoot errors. A

Use commercially reasonable efforts to assist Customer in debugging andtroubleshooting regarding network devices.

P

Prepare a post-Test report detailing issues and resolutions along withrecommendations for future Tests.

P

Conduct a post- Test conference call to review the results of the Test A P

Update configurations and procedures based on the results of the Test. P


SunGard’s Network Startup Services are designed to reduce the time and effortrequired by Customer’s network staff to coordinate and participate in periodic Testsof the contracted for Recovery Services. The Services are limited in scope and onlyinclude Customer’s network Equipment on the applicable Recovery Schedule. TheServices are limited to the local area network within the designated SunGardrecovery center. Wide area connectivity, including but not limited to telecom, is outof scope.

It is the intent of SunGard to assist Customer in achieving a successful Test and ifapplicable, a recovery following a Disaster declaration. SunGard will provide limitedassistance in the development of configuration files compatible with the SunGardhardware environment. SunGard network specialists will work with the Customer toassist in modifying Customer’s configurations such that the configurations arecompatible with the network hardware provided by SunGard. While performing thisService, SunGard relies on Customer to determine layer 2 and layer 3 schemes thatare accurate and suitable for the purpose of a Test or in the event of a declaredDisaster. SunGard and Customer will then finalize the configurations that are to beinstalled. Based on the availability of hardware and personnel, these networkconfigurations will be loaded prior to the start of the Test to help ensure that they

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successfully load on the devices. If errors are identified, SunGard and Customer willwork together to address the errors and finalize the configurations. Because allnetwork nodes are not available prior to the start of the Test, rigorous testing of thenetwork configurations can not be conducted.

All network configuration information and the applicable recovery procedures mustbe received in a timely manner:

In order for SunGard to assist Customer with modifications to Customer’snetwork configurations, Customer must provide those configurations toSunGard at least 4 weeks prior to a scheduled Test.

In order for SunGard to pretest any configurations, Customer must providethose network configurations to SunGard at least 2 weeks prior to a scheduledTest.

SunGard will load the finalized configurations, recover or configure the applicablenetwork devices at the start of the Test or a recovery, and the devices will beactivated.

In the event that debugging is required at layer 2 or layer 3, SunGard can onlyverify that the configurations on the hardware match those that were mutuallyagreed to by SunGard and the Custom, all other support is the responsibility ofCustomer.

Network Startup Services Notes & Limitations

Recovery Assistance Services will be delivered only for the networkconfigurations specifically noted in the applicable Schedule forRecovery Services. No hardware platform should be assumed to be inscope because of a dependency between platforms.

Unless otherwise specifically noted in the applicable Schedule forRecovery Services, all Recovery Assistance Services are provided attime of Test at the designated SunGard recovery center and in theevent of a Customer Disaster declaration, subject to the terms of theRecovery Services Exhibit.

Unless otherwise set forth in the Schedule for Recovery Services,Customer acknowledges that the pricing presented to Customer forRecovery Assistance Services is based on the assumption thatCustomer will conduct no more than two Tests of the RecoveryServices during any contract year. In the event Customer doesperform more two (2) Tests of the Recovery Services during anycontract year, SunGard reserves the right to charge Customer foradditional support at SunGard's then current rates for such support.

Recovery Assistance Services provide for dedicated support for theinitial restoration activities of Customer’s environment. Dedicatedsupport provides for a minimum of one SunGard technical supporttechnician. Customer acknowledges that such support is subject tothe availability of technical personnel at that time.

In the event that the initial restoration activities need to berepeated, through no fault of SunGard’s, SunGard will use

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commercially reasonable efforts to assist Customer. However,Customer acknowledges that it has primary responsibility forrepeating those restoration activities.



Customer must provide SunGard with reasonable access to technicalsupport, both their IT staff and vendors, during Test preparation,Tests and recovery operations, through a single point of contact.


Media Handling Services

Introduction

Recovery Assistance Services (formerly known as Test Services) are designed tominimize the time and effort required by Customer’s technical staff whenparticipating in business continuity Tests. Specifically, SunGard’s Media HandlingServices are designed to minimize the effort required by a Customer’s staff for thevalidation, staging, mounting and repacking of the media that has been shipped tothe designated SunGard recovery center in support of a Test or declaration of aDisaster.

Service Description

SunGard’s Media Handling Services provide for SunGard to receive at the designatedSunGard recovery center, audit the inventory of, stage, repack and return ship themedia from the designated SunGard recovery center to the Customer Location insupport of a Customer Test or a Disaster declaration. The Services allow Customerto minimize the number of staff required onsite at the designated SunGard recoverycenter in support of a Test or Disaster declaration by Customer.


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Media Handling Services – General Responsibilities

Custo

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SunG

ard

Provide the information detailed below at least 14 business days prior to thescheduled Test date:

Location of key(s) / key management processReturn shipping instruction and labelsNumber of containersType of containersNumber of media devicesName of vendor for deliveryDate of delivery in order for SunGard to schedule the properstaffing for inventoryInventory list / manifest / pick list by container that includesthe serial numbers of media.Container ID(s) identifying customer specific tags, labels soSunGard can validate Customer name.

P

Schedule support to facilitate media receipt, inventory, staging, and packingup.

P

Validation of received media and notification to Customer of completion andany discrepancies.

P

Provide specific inventory listing / manifest/ pick list of media P

Inventory media based on a comparison to the Customer-provided inventorylist / manifest/ pick list and provide confirmation to Customer of completionand notification of any discrepancies.

P

Optionally provide media mounting during the scheduled Tests at anadditional fee.

P

Post Test inventory and returning of media to assigned containers.Notification to Customer of completion and any discrepancies.

P

Ensure that the shipment contains the requisite number of prepaid shippinglabel(s) and instructions to facilitate the return shipment of containers to theCustomer designated address.

P


Media Handling Services are delivered in several phases. Each phase, aligned withkey activities, is detailed below.

1. Pretest Activities

1.1.SunGard will coordinate with Customer on logistics of the media delivery toSunGard prior to the start of a scheduled Test.

1.2.Customer will provide to SunGard the information detailed below no less thanfourteen (14) business days prior to the Test date. This information can beprovided via email to the attention of your assigned Customer Care Specialist(CCS).

Location of key(s) / Key management process

Return shipping instruction and labels

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Number of containers

Type of containers

Number of Media Devices

Name of Vendor for delivery

Date of delivery in order for SunGard to schedule the proper staffingfor inventory

Inventory list / manifest / pick list by container that includes theserial numbers of media.

Container ID(s) identifying Customer specific tags, labels so was canvalidate who Customer name.

1.3.Upon receipt of the information, SunGard will then schedule the necessarypersonnel to facilitate media receipt, media inventory and media staging tosupport the upcoming Test.

2. Receipt

2.1.Media deliveries will be handled in accordance with standard SunGard policyas set for in the Recovery Services User Guide.

2.2.SunGard will validate the number of containers delivered to the designatedSunGard recovery center as compared to the information provided byCustomer.

2.3.SunGard will notify Customer via email, to the attention of the designatedCustomer representative as requested by Customer, within one (1) businessday of the arrival of the shipment at the designated SunGard recoverycenter. The notification will include the following details:

Validate the number of containers delivered

If any container is damaged.

If any container is unsecured.

Validate against manifest that the delivery is complete

2.4.At this point, SunGard will not open or inventory any container untilnecessary to facilitate the inventory/staging activities as described below insupport of the Test.

2.5.SunGard will store Customer containers at the designated SunGard recoverycenter until the beginning of the pre-Test activities. The storage of thesecontainers is being done as an accommodation to Customer.

3. Inventory/Staging Activities

3.1.Move the Customer containers to the assigned media area(s)

3.2.Open containers and audit the contents as follows:

Use the inventory/ manifest/ pick list to audit all media within eachcontainer.

Stage media in VOL=SER sequence.

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SunGard will notify the Customer via phone, or appropriateescalation, as to any discrepancies found in the pre-stage inventoryas soon as reasonably practical.

3.3. Following notification to Customer of any discrepancies with the inventory,the inventory process will be considered complete and SunGard will wait onfurther instructions from the Customer, if necessary.

3.4.Media will then be relocated based on Customer instructions to the areasupporting the scheduled platform or library for the Test of the RecoveryServices.

4. Return Shipment by SunGard

4.1.During Customers’ scheduled Test, SunGard will unload media from libraries.

4.2. The media will be returned to containers using the listings provided byCustomer.

4.3.SunGard will validate that the contents of each container match the originalinventory audit forms and sign off, as directed by the Customer.

4.4. Place Customer prepaid shipping labels on the outside of the containers.

4.5.Gather all containers and verify container count against container inventorylist.

4.6.Return the shipment to the shipping area for and schedule pick up usingCustomer’s designated third party vendor. SunGard will notify Customer viaemail, to the attention of the designated Customer representative, as to anydiscrepancies found in the pending shipment.

4.7.SunGard will notify Customer via email, to the attention of the designatedCustomer representative, that the inventory process is complete and wait forCustomer to schedule the pick up of the containers and advise SunGard as tothe expected date/time.

Customer Responsibilities

Customer acknowledges that in order for SunGard to assist Customer with receipt,inventory and staging of its media that SunGard must be provided with sufficienttime to inventory and stage the media prior to the Test date. Customer shall complywith the following:

1. All shipments must arrive at the designated SunGard Recovery Center no lessthan five (5) business days prior to the Test date.

2. All shipments must be in VOL=SER sequence. If this requirement is not met,SunGard reserves the right, utilizing the current standard rate per hour, to chargefor the additional support required. Customer acknowledges that this may impactthe completion of the pre-test activities prior to the scheduled start of theCustomer Test.

3. SunGard will use commercially reasonable efforts to support any shipmentreceived less than five (5) business days prior to the Test date subject to theavailability of SunGard personnel.

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4. Any inventory lists provided by Customer will have specific areas identifyingconfirmation of inventory. These areas should be separate for:

Container count, inventory check off Pre-stage internal container, inventory check off Post-stage internal container, inventory check off Final container count, inventory check off

Notify your Customer Care Specialist of any media mounting services required noless than five (5) business days prior to the scheduled start of the Test. Requestsreceived less than five (5) days prior to the start of the Test will be accommodated,subject to personnel availability.

Media Handling Services Notes & Limitations

Media Handling Services are available during scheduled Test(s) ofthe Recovery Services and in the event of a Disaster declaration byCustomer at the designated Recovery Center. Customer will beinvoiced following the service delivery at SunGard’s then current feesfor the Services.

The actual “media” that is supported by the Services includesCustomer tapes or optical disks.

Standard Media Handling Services includes receiving, unpacking,auditing, staging, initial loading of libraries and repacking for returnshipment. All costs for the return shipment of media are theresponsibility of Customer.

Additional Media Handling Services are available during scheduledTest(s) or in the event of a Disaster declaration for an additional fee.An example of additional Services is tape or CD-ROM mounting.Requests for additional Media Handling Services must be made atleast five (5) business days prior to the scheduled Test or as soon asreasonable in the event of a Customer Disaster declaration.

Customer acknowledges that “audit” provides for a check-off ofcontainer contents against the pick list provided by Customer. Inorder for SunGard to perform to audit an inventory of Customertapes, the tapes must be clearly labeled with identifiers that can bevisually matched to the pick list and tapes must be packed inVOL=SER order.

When the Media Handling Services are going to be used for ascheduled Test, all shipments must arrive at the designated SunGardrecovery center no less than five (5) business days prior to the Testdate.

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Technical Test Monitoring Services

Introduction

Recovery Assistance Services (formerly known as Test Services) are designed tominimize the time and effort required by Customer’s technical staff whenparticipating in business continuity exercises. The objective of Recovery AssistanceServices is to provide a team skilled in the coordination of the exercise who willreview Customer’s recovery strategies in advance and facilitate planning sessions tohelp ensure that the objectives are consistent with these strategies.

Service Description

SunGard’s Technical Test Monitoring Services provide for dedicated assistance in therestoration of the computing environment during Test(s) and recovery operations atthe designated SunGard recovery center.


Technical Test Monitoring Services – General Responsibilities

Custo

mer

SunG

ard

Provide one experienced SunGard technical support specialist for eachspecified platform on the Schedule for Recovery Services to assist with theTest process.

P

Provide technical expertise to Customer’s technical staff to support therecovery of computing platforms during Tests.

P

Serve as a single point of escalation during Tests. P

Recover system environments including operating systems, applications anddata.

P

Document observed events, issues and resolutions in a Post Test Report. P

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Technical Test Monitoring Services (continued)


During scheduled Tests at the designated SunGard recovery center, SunGard willschedule a technical specialist to serve as a Test monitor, observing the process, aswell as providing technical assistance, as available, in the actual restoration ofCustomer’s computer environment at the designated SunGard recovery center.Technical assistance with regard to a specific hardware particular platform is subjectto availability at the time of the request. SunGard recommends advance schedulingof these resources to help ensure availability at time of Test.

The Services will be provided based on the number of Test Period(s) specified in theSchedule for Recovery Services.

Technical Test Monitoring Services – Methodology Summary

Custo

mer

SunG

ard

Scheduling -Prior to each Test, SunGard will determine through discussions withCustomer how monitoring hours, based on the Schedule for RecoveryServices, will be allocated between the hardware platforms being Tested.Customer may allocate the monitoring time of certain platforms inminimum of 4 hour blocks. If, because of circumstances during a Test,Customer requests a change in the agreed to schedule, SunGard will usecommercially reasonable efforts to accommodate the change based onavailable personnel at the time requested.

A P

The technical specialist will deliver technical assistance as requested byCustomer on a commercially reasonable basis.

P

In order to best utilize the Services, Customer should advise SunGard ofparticular technical areas of concern to allow closer alignment of staffingwith Customer’s needs within the limitation noted above.

P

Technical Test Monitoring Services Notes & Limitations


Unless otherwise specifically noted in the applicable Schedule forRecovery Services, all Recovery Assistance Services are provided attime of Test at the designated SunGard recovery center and in theevent of a Customer Disaster declaration, subject to the terms of theRecovery Services Exhibit.

Unless otherwise set forth in the Schedule for Recovery Services,Customer acknowledges that the pricing presented to Customer forRecovery Assistance Services is based on the assumption that

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Customer will conduct no more than two Tests of the RecoveryServices per contract year. In the event Customer does performmore two (2) Tests of the Recovery Services during any contractyear, SunGard reserves the right to charge Customer for additionalsupport at SunGard's then current rates for such support.

These Services are available for delivery only at the designatedSunGard recovery center.





Customer must provide SunGard with reasonable access to technicalsupport, both their IT staff and vendors, during Test preparation,Tests and recovery operations, through a single point of contact.


Customer acknowledges the requirement to have representatives onsite at the designated SunGard recovery center to validate mediainventory and to perform any ancillary media management functionsunless Customer separately contracts for Media Handling Services.

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Operating System Generation Maintenance Services (Mainframe Only)

Introduction


Service Description/Delivery Methodology

SunGard’s Operating System (OS) Generation Maintenance Services provide fordedicated assistance in the creation and maintenance of Customer’s OS used at aSunGard recovery center for Test(s) or in the event of a Customer Disasterdeclaration utilizing a mainframe server.


OS Generation Maintenance – General Responsibilities/Methodology

Custo

mer

SunG

ard

Build and maintain critical IOCP/IODF, VM Directory or configuration fliesnecessary to transition Customer’s production OS to the Recovery Servicesconfiguration(s) at the designated SunGard recovery center.

P

Use Customers’ IOCP/IODF, VM Directory or configuration files and updatethem for use at SunGard based upon a mutual agreed-to, pre-determinedmaintenance schedule, not to exceed 8 times per contract year.

P

Provide a copy of all production Software to SunGard in order for SunGard toprovide generation maintenance with regard to the OS.

P

Test the OS during regularly scheduled Tests at the designated SunGardrecovery center.

P

Operating System Generation Maintenance Services Notes & Limitations


Unless otherwise specifically noted in the applicable Schedule forRecovery Services, all Recovery Assistance Services are provided attime of Test at the designated recovery center and in the event of aCustomer Disaster declaration, subject to the terms of the Recovery

313


Services Exhibit.








Customer is solely responsible for updating its’ operating systemdocumentation to reflect any changes in the productionenvironment(s).

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Network Control Program Maintenance Services (Mainframe Only)

Introduction


Service Description/Delivery Methodology

SunGard’s Network Control Program (NCP) Generation Maintenance Services providefor dedicated assistance in the creation and maintenance of Customer’s NCP systemused at the SunGard recovery center for Testing or in the event Customer declares aDisaster.

In order for the Service to be delivered by SunGard, the following general andassociated product specific responsibility matrices must be understood and executedby both parties. Customer’s failure to fulfill its responsibilities noted herein mayprevent and or delay SunGard from providing the Services.

NCP Generation Maintenance – General Responsibilities/Methodology

Custo

mer

SunG

ard

Build and maintain NCP load modules necessary to transition Customer’snetwork operating system to the assigned recovery configuration.

P

Use Customers’ NCP load modules or configuration files and update them foruse at the designated SunGard recovery center based upon a mutuallyagreed-to, pre-determined maintenance schedule, not to exceed 8 times percontract year.

P

Provide to SunGard a copy of production Software to facilitate NCPgeneration maintenance.

P

Test the operating system(s) during regularly scheduled Tests at thedesignated SunGard recovery center.

P

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Network Control Program Maintenance Services (Mainframe Only) –Notes & Limitations

Recovery Assistance Services will be delivered only for those hardwareconfigurations specifically noted in the applicable Schedule for RecoveryServices. No hardware platform should be assumed to be in scope because ofa dependency between platforms.Unless otherwise specifically noted in the applicable Schedule for RecoveryServices, all Recovery Assistance Services are provided at time of Test at thedesignated recovery center and in the event of a Customer Disasterdeclaration, subject to the terms of the Recovery Services Exhibit.Unless otherwise set forth in the Agreement, Customer acknowledges that thepricing presented to Customer for Recovery Assistance Services is based onthe assumption that Customer will conduct no more than two annual Tests ofthe Recovery Services. In the event Customer does perform more two (2)annual Tests of the Recovery Services during any contract year, SunGardreserves the right to charge Customer for such additional support at SunGard'sthen current rates for such support.In the event of a Customer Disaster declaration, should Customer elect torecover using Mobile Recovery Services as contracted for on the applicableSchedule for Recovery Services, Recovery Assistance Services will beprovided upon Customer request. In such event, in addition to any other coststo be charged to Customer for use of the Mobile Recovery Services as setforth in the Recovery Services Exhibit, Customer agrees to reimburse SunGardfor actual travel, food and lodging costs incurred.Recovery Assistance Services provide for dedicated support for the initialrestoration activities of Customer’s environment. Dedicated support providesfor a minimum of one SunGard technical support technician per platform as setforth on the Schedule for Recovery Services. Customer acknowledges thatsuch support is subject to the availability of technical personnel at that time.In the event that the initial restoration activities need to be repeated, through nofault of SunGard’s, SunGard will use commercially reasonable efforts to assistCustomer. However, Customer acknowledges that it has primary responsibilityfor repeating those restoration activities.Except in the event of a Disaster, all Recovery Assistance Services occurduring Customer’s scheduled Test Period(s). Customer acknowledges therequirement to schedule adequate time to allow for system recovery and dataerasure during the scheduled Test Period(s).Customer is responsible for providing all software media and the necessarysoftware license(s). Customers are urged to maintain updated software andlicense(s) either with their tape vendors, to be shipped to SunGard along withtapes, or stored in a locker at the designated SunGard recovery center.Customer must provide SunGard with reasonable access to technical support,both their IT staff and vendors, during Test preparation, Tests and recoveryoperations, through a single point of contactCustomer is solely responsible for updating its’ written recovery procedures toreflect any changes in the production environment(s) and also for requestingany updates needed to the contracted Recovery Services on the applicableSchedule(s) through Customer’s assigned Account Manager.Customer acknowledges the requirement to have representatives on site at thedesignated SunGard recovery center to validate media inventory and toperform any ancillary media management functions unless Customerseparately contracts for Media Handling Services.

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Procedure Training Workshop

Introduction



SunGard’s Procedure Training Workshop provides Customer with training in a“workshop” environment for the development of recovery procedures. A SunGardtechnical specialist will provide technical training in the development of a technicalrestoration procedure. The workshop is based on a single server selected from eachcovered recovery configuration, as specified in the applicable Schedule for RecoveryServices.

During the workshop sessions SunGard will review existing backup and recoverystrategies, identify apparent gaps, discuss alternatives and best practices. TheSunGard technical specialist will produce a sample recovery procedure based onthese findings and the selected server configuration.

In order for the workshop to be effective, the following general and associatedproduct specific responsibility matrices must be understood and executed by bothparties. Customer’s failure to fulfill its responsibilities noted herein may prevent andor delay SunGard from providing the deliverables.

Procedure Training Workshop – General Responsibilities

Custo

mer

SunG

ard

Review backup and recovery existing strategy, identify opportunities andgaps, and exchange best practices.

P

Gather configuration and system information. P

Create sample procedure(s) based on SunGard template(s) to demonstratethe thought process, data gathering methodology, required technical content,and format involved in writing effective restoration procedures.

P

During the second day’s session the SunGard technical specialist will presentthe sample recovery procedure and engage in a live edit and walk–through.

P

Provide templates, when available, for other platforms in the Customer’senvironment.

P

Creation and maintenance of procedures that will be used during Tests and inthe event of a Customer disaster declaration.

P

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Procedure Training Workshop


Through years of supporting subscribers with the restoration of computingenvironments, SunGard has adopted standard restoration processes for manyhardware platforms. Templates which document these standard restorationprocesses, when available, will be used by the SunGard technical specialist whiledeveloping sample restoration procedures for the Customer.

The focus of this Service is to provide a training exercise, not a completelydocumented procedure that can be used for an actual restoration.

A Workshop will be conducted for each recovery configuration. SunGard, to minimizethe demands on the Customer’s people, will make every effort to combine platformworkshops if requested by the Customer. The Workshops will be conducted in 2sessions over consecutive days, the first session taking approximately 4 to 6 hoursand the second 2 to 4 hours.

During the first day’s session the SunGard technical specialist will

Discuss at a high level the SunGard philosophy of how recoverydocumentation should be crafted including audience, level of detail andcomponents.

Lead a discussion of the Customer’s current backup and restoration practices. Discuss the role played by server and application priorities and dependencies. Identify and discuss possible gaps in Customer’s strategy that may affect

Customer’s recoverability. Engage in data gathering for the selected server demonstrating what

information is required in order to craft an effective recovery procedure.

The SunGard technical specialist will then craft a sample procedure off site forpresentation on the second day

Present the sample procedure highlighting where the previous day’s factfinding maps to the document.

Provide templates, if available, for other platforms in Customer’senvironment.

Conduct a general question and answer session.

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Procedure Training Workshop – Notes & Limitations

Procedure Training Workshop Services will be delivered only for thosehardware configurations specifically listed as being part of the “scope ofservices” in the applicable Schedule for Recovery Services or Statement ofWork. No hardware platform should be assumed to be in scope because of adependency between platforms.Procedure Training Workshop Services are available for delivery at theCustomer’s location(s). Customer will reimburse SunGard for actual incurredexpenses for travel, meals and lodging.Customer must provide SunGard with reasonable access to technical support,both their IT staff and vendors, during the Procedure Training Workshopengagement.Customer must designate a single point of contact (Disaster RecoveryCoordinator) to work with the SunGard project team to provide coordination,scheduling and logistical support in order for the Services to be delivered.

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Recovery Procedure Documentation Services

Introduction



SunGard’s Recovery Procedure Documentation Services provide for thedocumentation of the Customer’s recovery process. The documentation will bedelivered in the form of step by step procedures for the recovery of operating systemenvironments, data and applications. The Service is available for any hardwareplatform supported by SunGard, excluding network components.

The Service includes three phases:

1. Initial drafting of procedures2. Validation of the draft procedures during a scheduled Test of the Recovery

Services on the applicable Schedule(s).3. Update procedures based on the results of the validation Test.

After the 3rd phase the Recovery Procedures are delivered to Customer and theengagement is closed.


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Recovery Procedure Documentation Services – General Responsibilities

Custo

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SunG

ard

Participate in one or more workshop sessions to Review existing backup strategies Review existing recovery strategies, discuss alternatives and best

practices Gather system configuration information

A P

Develop draft detailed recovery procedures which document the restoration ofoperating systems, applications and data.

P

Deliver draft procedures to Customer for review P

Review draft procedures and request changes from SunGard P

Incorporate requested changes into draft procedures P

Validate recovery procedures during scheduled Tests at the SunGard recoverycenter.

A P

Update procedures based on the results of the Tests P

Maintain procedures, updating them to reflect changes in Customer'sproduction environment and the Recovery Services under contract withSunGard.

P


Through years of supporting subscribers with the recovery of computingenvironments, SunGard has adopted standard restoration procedures for manyhardware platforms. These standard restoration procedures, when available andapplicable, will be used by the SunGard technical specialists, who will execute thefirst draft of the procedures for the restoration of Operating Systems, applicationsand data.

Procedures can only be classified as final when they have been validated andupdated based on the Test results. To accomplish this, the draft procedures will bevalidated at the next scheduled Test of the Recovery Services on the applicableSchedule(s), after draft completion. Based on the results of that Test, the procedureswill be updated and presented to Customer as completed, and the project will beclosed. After project closure, Customer will be responsible for ongoing maintenanceof their recovery procedure documentation.

The process of system recovery is highly dependent on the backup strategyemployed. SunGard technical specialists can work from a backup implementationplan but basing recovery procedures on a stable, functioning backup system isrecommended. Once the backup strategy is identified, the final documents will reflectthat strategy, regardless of later changes.

SunGard technical specialists will conduct workshop session(s) as part of thediscovery process for the Services. The purpose of the workshop(s) is to gathersystem configuration data, understand the Customer’s backup and recovery strategyand to identify backup practices or deficiencies that may delay or prevent recovery.

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After the initial workshop(s) SunGard may need to engage the Customer’s technicalresources for additional information. It must be noted that SunGard technicalspecialists have general experience recovering many leading applications anddatabases. However, the writing of effective procedures will require the fullcommitment by Customer’s knowledgeable support resources, both internal IT andvendors, to close the gaps in SunGard’s understanding of Customer’s environmentand provide the necessary information specific to Customer’s environment, especiallywith regard to applications and databases.

SunGard can only develop procedures for platforms, operating systems and otherSoftware that is supported by the vendors of those platforms, operating systems andother Software. The development of procedures for unsupported platforms, operatingsystems and Software is out of scope.

Recovery Procedure Documentation – Notes & Limitations

Recovery Procedure Documentation Services will be delivered only for thosehardware configurations specifically listed as being part of the “scope ofservices” in the applicable Schedule for Recovery Services or Statement ofWork. No hardware platform should be assumed to be in scope because of adependency between platforms.Recovery Procedure Documentation Services are available for delivery at theCustomer’s location(s). Customer will reimburse SunGard for actual incurredexpenses for travel, meals and lodging.Customer must provide SunGard with reasonable access to technical support,both their IT staff and vendors, during the Recovery Procedure DocumentationServices engagement.Customer must designate a single point of contact (Disaster RecoveryCoordinator) to work with the SunGard project team to provide coordination,scheduling and logistical support in order for the Services to be delivered.The Recovery Procedure Documentation that is delivered to Customer willrepresent Customer’s current computing environment as set forth onCustomer’s Schedule(s) for Recovery Services. Customer is solely responsiblefor updating its’ written recovery procedures to reflect any changes in theproduction environment(s) and also any updates needed to the contractedRecovery Services on the applicable Schedule(s).

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SERVICE DEFINITIONS – RESTORATION SERVICES FORMANAGED IT SERVICES

THIS SERVICE IS CURRENTLY BEING EVAULATED FOR ENHANCEMENT BYSUNGARD. SUNGARD WILL CONTINUE TO SELL AND SUPPORT RESTORATIONSERVICES FOR MANAGED IT SERVICES. CUSTOMERS THAT SUBSCRIBE TOTHESE SERVICES ARE ENCOURGED TO CONTACT THEIR SUNGARD SALESREPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO UPDATES ORENHANCED SERVICE FEATURES.

SunGard’s Restoration Services for Managed IT Services provides for the restoration of specificServers, Applications, Network, and Security devices contracted for in the Schedule for ManagedIT Services and supported At-time-of-test (ATOT) and At-time-of-disaster (ATOD) with theSchedule for Recovery Services at a secondary SunGard facility.

The methodology behind SunGard’s Restoration Services for Managed IT Services is based onthe concept of “crawl, walk, run”. Starting with the development of a Managed Technology Plan(MTP), which references the recovery procedures for specific Equipment, and defines the rolesand responsibilities ATOT/ATOD activities for both SunGard and Customer. Followed by acollaborate effort by Customer and SunGard to validate and exercise the recovery procedures toimprove the restoration timeline. The methodology is deemed complete once SunGard hassuccessfully restored Customer’s environment based on the written procedures defined in theMTP.

In order for the Services to be delivered by SunGard, the following general and associated productspecific responsibility matrices must be understood and executed by both parties. Customer’sfailure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providingthe Services.

Restoration Services for Managed IT Services – Methodology SummaryCusto

mer

SunG

ard

Develop Managed Technology Plan (MTP) A P

Execute the initial Test based as defined by SunGard’s Recovery Procedures P

During the initial Test, SunGard and Customer work together to validate thewritten procedures defined in the MTP

A P

Implement recommended changes to the restoration processes and proceduresidentified by SunGard and update the MTP based on the results of the initialTest

P

Subsequent Test(s) – SunGard executes updated procedures P

Implement recommended changes to the restoration processes and proceduresidentified by SunGard and update the MTP based on the results of thesubsequent Test(s)

A P

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Restoration Services for Managed IT Services - Responsibilities

Custo

mer

SunG

ard

As set forth in the Schedule, provide a specific list of servers, network and

security devices for which procedures are to be written within the scope of the

applicable Schedule or Addendum

P A

Schedule and conduct meetings/conference calls between SunGard and

Customer to develop the procedures/scripts/roles and responsibilities needed

for the MTP

P

Engage in follow-up meetings/conference calls and provide required support to

SunGard for the development of the MTPP

Develop draft /scripts for the restoration of specific Servers, Applications,Network, and Security devices contracted for in the Schedule for Managed ITServices

P

Define draft recovery test validation for the restoration of specific Servers,Applications, Network, and Security devices contracted for in the Schedule forManaged IT Services

A P

Schedule and conduct a conference call between SunGard and Customer tofinalize and edit of the procedures/scripts roles and responsibilities defined inthe MTP

A P

Deliver draft MTP to Customer for review P

Review draft MTP and provide requested changes to SunGard P

Incorporate requested changes into draft MTP P

Validate /scripts during scheduled Tests at the designated SunGard recoverycenter

P P

Update procedures based on the results of the Tests P

Notify SunGard within 72 hours of any changes to Customer’s environment out

side of SunGard’s Change Management Procedures for Manage IT Services that

may affect SunGard’s responsibilities in the and as defined in the MTP

P

Maintain for SunGard’s responsibilities in the , updating them to reflect

changes in Customer's primary SunGard facility where Managed IT Services are

provided. If applicable, return updated to Customer no later than three (3)

weeks after notice of change

A P

Maintain for Customer’s responsibilities in the MTP P A

Store on SunGard’s Portal P

Assign a SunGard point of contact for the maintenance and on-going support of

the and the periodic support of the MTP as defined in the ExhibitP

In the Schedule for Restoration Services for Managed IT Services, contract forthe appropriate platforms and Test Period(s) needed to support the At-time-of-test (ATOT) and At-time-of-disaster (ATOD) restoration objectives for specifichardware configurations, Operating Systems, Applications and data.

P

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Restoration Services for Managed IT Services – Responsibilities (continued)

Custo

mer

SunG

ard

In the Schedule for Managed IT Services, contract for Vaulting Services -Restoration Option to facilitate the retention and accessibility of Data that willbe used ATOT and ATOD at a SunGard Recovery Services Data Center

P

Provide proof of appropriate Software Licensing for Customer-providedApplications and Operating Systems that will be used ATOT and ATOD

P

As defined in the MTP, as Customer responsibilities, configure Network andSecurity devices/components at Customer location(s) to support connectivityto specific hardware configurations contracted for in the Schedule for RecoveryServices.

P

As defined in the MTP as Customer responsibilities, configure Softwarecomponents for specific hardware configurations contracted for in the Schedulefor Recovery Services

P

As defined in the MTP as SunGard responsibilities, configure and restore theOperating Systems, applications and data on the specific hardwareconfigurations contracted for in the Schedule for Recovery Services

A P

As defined in the MTP as SunGard responsibilities, execute application or DBactivation on the specific hardware configurations contracted for in theSchedule for Recovery Services

A P

As defined in the MTP as SunGard responsibilities, execute on-goingmaintenance activities that include the application of transaction logs, journalupdates, etc. related servers, network devices and applications on specifichardware configurations contracted for in the Schedule for Recovery Services

P P

As defined in the MTP as Customer responsibilities, execute defined testvalidation procedures on the specific hardware configurations contracted for inthe Schedule for Recovery Services

P

As defined in the MTP as SunGard responsibilities, execute defined testvalidation procedures on the specific hardware configurations contracted for inthe Schedule for Recovery Services

A P

Erasure of data restored on the disk subsequent to a Test or recoveryoperation as defined in the Recovery Procedures. Customer acknowledges thaterasure of all Customer data from the disk(s) must be done during thescheduled Test Period(s)

P A

Complete a post-Test report detailing the Test objective(s),accomplishment(s), test chronology, and open issues as well as recommendedchanges to improve/enhance future Test(s)

P

Execute a post-Test conference call to review the report A P

Update procedures as needed as per post-Test report P P

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Restoration Services for Managed IT Services Tasks

Restoration Servicesfor Managed IT

Standard Tasks Sta

ndard

Lead-T

ime

Cri

tical

Lead-T

ime

Schedule

Requir

ed

Description

Update RecoveryProcedures 14 7

Update recovery procedures for SunGardresponsibilities in Recovery Procedures

Increase RecoveryProcedures scope 60 * Y

Create new recovery procedures for additionalsystems

Decrease RecoveryProcedures scope 30 15 Y

Update Recovery Procedures to reflex the removal ofSunGard responsibilities in Recovery Procedures


Execute SunGardresponsibilities in MTP

As defined in the MTP, execute SunGardresponsibilities ATOT/ATOD

* As agreed to by SunGard and Customer.

Restoration Services for Managed IT Services - Delivery Notes & Limitations

General SunGard’s Restoration Services for Managed IT Services provides for therestoration and validation of the operational status of specific systemsmanaged by SunGard on a Managed IT Services Schedule and in associationwith operational equivalent systems on a Restoration Services for Managed ITServices Schedule. Restoration and validation of Customer managedhardware and/or Software needs to be contracted separately or is theresponsibility of Customer.

Licenses Customer must provide and make available to SunGard all license informationrelated to Customer-provided Software which SunGard will need to use todeliver Restoration Services for Managed IT Services Services. SunGard willnot start the restoration process defined in the Recovery Procedure Plan, untilCustomer-provided Software license(s) can be verified and authenticated.

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Section Five

Policies

327


SITE ACCESS POLICY

OverviewSunGard has published this Site Access Policy to help ensure that the Servicesprovided to our Customers are of the highest quality, and to help protect the privacyand security of our Customers, systems, and networks, while also encouragingresponsible use, including compliance with applicable laws. The Policy is defined forthose individuals who will require access to SunGard hosting Facilities and who arenot SunGard employees. Visitors are defined as vendors, Customers or Customeragents who have received pre-authorized to access the Facility.

All Visitors Must stop at the security desk, sign the visitor log and obtain a Visitors or

Customer Pass. Must display a valid Visitors or Customer Pass in plain sight. Must submit to checking of all hand carried containers or hand carried electronic

devices at the security desk (as required by SunGard), both upon arrival and attime of departure.

Are restricted to the areas permitted by their Visitors or Customer Pass orotherwise permitted by escort. At no time may a Visitor touch, handle orintentionally come in contact with cabinets, Equipment, devices, cables or otherproperty not owned by the Visitor or for which the Visitor does not haveauthorized agency.

Visitors Accessing SunGard Customer SpaceVisitors must present a valid, government-issued photo ID and be authorized by theircompany to access the SunGard Customer Space. If our records indicate that you arenot an authorized visitor you will not be granted access beyond the security desk.

Site Emergency

Immediately report all site emergencies such as smoke, fire, or other potentiallydangerous conditions to the security desk.

Do not attempt to handle Facility emergencies without the assistance of SunGardpersonnel.

Familiarize yourself with posted Facility emergency exits. Avoid elevators.

Site Security

Report all suspicious behavior such as unauthorized access, missing or damagedproperty, or other potential security breaches to the security desk.

Do not attempt to handle Facility security issues without the assistance ofSunGard personnel.

Site Conduct

Obey all posted instructions and policies. Food & beverages are not permitted outside of designated areas or cafeterias. Smoking is not permitted anywhere inside the Facility. Customer Space must be kept clear of refuse, cardboard or any potentially

hazardous material. SunGard will remove such materials if necessary.

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ACCEPTABLE USE POLICY

Overview

This Policy applies to all Customers of SunGard Network/Internet Services (the“Services”), and supplements, but does not supersede, the Agreements thatCustomers have with SunGard. The Policy also applies, and should be communicated,to Customers’ customers and/or end users that utilize the Services throughCustomers. In the event of any conflict between a Customer’s Agreement and thePolicy, the Policy will govern.

SunGard has published this Acceptable Use Policy to help ensure that the Servicesprovided to our customers are of the highest quality, and to help protect the privacyand security of our customers, systems, and networks, while also encouragingresponsible use, including compliance with applicable laws. This Policy also describestypes of use of the Services that are prohibited. SunGard may in its sole discretiondetermine whether a use of the Services is a violation of this Policy. SunGard in noway intends to monitor, control, or censor communications or content that Customermay acquire, transmit, or store on or via the SunGard Network, however, when wehave knowledge of a violation of this Policy, we reserve the right to take such actionas is necessary to address the violation, as referenced below.

As used herein, “Content” shall mean all information made available, displayed,transmitted or retransmitted in connection with Customer’s use of the Services(including, without limitation, information made available by means of a "hot link", athird party posting or similar means) including all trademarks, service marks anddomain names contained therein as well as the contents of any bulletin boards orchat forums, and, all updates, upgrades, modifications and other versions of any ofthe foregoing.

Prohibited Uses

The following are prohibited uses of the Services under this Policy. These descriptionsare guidelines and are not intended to be comprehensive in nature.

Illegal/Criminal Activity

The Services may not be used in connection with any criminal or civil violations oflocal, state, provincial, federal, or international law, treaty, regulations, court order,ordinance, administrative rule, or other government requirements.

Intellectual PropertyThe Services may not be used to transmit, re-transmit, host or store any Content orto engage in any activity that infringes or facilitates the infringement of theintellectual property rights or privacy rights of individual, group or entity, includingbut not limited to any rights protected by any copyright, patent, trademark, tradesecret, trade dress, right of privacy, right of publicity, moral rights or otherintellectual property right now known or later recognized by statute, judicial decisionor regulation.

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Security Violations

The Services may not be used in connection with any attempt to damage, violate,facilitate or assist in the violation of the security of any network, service, or othersystem, data or Software. Prohibited acts include, including, but are not limited to,hacking, cracking into, monitoring, accessing or using systems or networks withoutauthorization; scanning ports; forging of any TCP/IP packet header or ay part of theheader information an email or newsgroup posting; conducting denial of serviceattacks; and distributing viruses, time bombs, worms, zombies, cancelbots or otherharmful Software computer program routines designed to damage, intercept or seizecontrol of systems, Software or data. SunGard customers are responsible formaintaining the basic security of their systems to prevent use of their system in amanner which may result in a violation of this Policy, such as properly securing mailservers to prevent distribution of spam or other unsolicited commercial email (asdefined below), and properly securing FTP servers to prevent illegal distribution oflicensed Software. Customers also are responsible for implementing preventive orremedial actions on vulnerable or exploited systems to prevent continued abuse.

Threats

The Services may not be used to transmit, re-transmit, host or store materialsContent that is of a threatening nature, including threats of death or physical harm,harassment, libelous, and or defamatory, invasive of privacy rights, or to provideinformation or assistance in causing or carrying out violence against anygovernment, organization, group or individual.

Offensive Content

The Services may not be used to transmit, re-transmit, host or store for thedistribution of offensive Content, including obscene, pornographic, indecent, andhateful materials.

Spam

Spam is an unacceptable use of the Services. Prohibited acts include, but are notlimited to, any of the following activities: Posting a single message or messages similar in content, to more than five online

forums or newsgroups. Posting of messages to online forums or newsgroups that violate the rules of the

forums or newsgroups. Collecting the responses from unsolicited email. Sending any unsolicited email that could be expected, in SunGard' discretion, to

provoke complaints. Sending email with charity requests, petitions for signatures, or any chain mail

related materials. Sending unsolicited email without identifying in the email a clear and easy means

to be excluded from receiving additional email from the originator of the email. Sending email that does not accurately identify the sender, the sender's return

address, and the email address of origin. Using another site’s mail server to relay mail without the express permission of

the site.

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Using the Services to violate an Internet Service Provider's acceptable use policyand/or terms of service.

Sending emails that result in SunGard-provided IP address(es) being blocked orblack-holed by third party spam protection related services.

Indirect Access

A violation of this Policy by someone having only indirect access to the Servicesthrough a Customer or other user will be considered a violation by the Customer orother user, whether or not with the knowledge or consent of the Customer or otheruser. In addition, this Policy applies to any email or Content transmitted by you or onyour behalf using a SunGard account as a mailbox for responses or promotingContent hosted or transmitted using the Services, or indicating in any way thatSunGard was involved in the transmission of such email or Content.

The resale of the Services is not permitted, unless expressly permitted in a writtenagreement with SunGard.

Consequences

Actual, suspected or alleged violations of this Policy may result in a demand forimmediate removal of offending Content, immediate temporary or permanentfiltering, blocked access, suspension or termination of the Services, or other actionappropriate to the violation, as determined by SunGard in its sole discretion. Whenfeasible, it is SunGard's preference to give notice so that violations may be addressedvoluntarily; however, SunGard reserves the right to act without notice whennecessary, as determined by SunGard in its sole discretion. SunGard may involve,and will cooperate with, law enforcement if criminal activity is suspected. Violatorsmay also be subject to civil or criminal liability under applicable law. Refunds orcredits are not issued in connection with actions taken for violations of this Policy.

Incident Reporting

Any complaints regarding violations of this Policy by a SunGard Customer should bedirected to the SunGard Service Desk immediately at 1-800-441-1181. Wherepossible, include details that would assist SunGard in investigating and resolving thecomplaint (i.e. expanded headers and a copy of the offending transmission).

SunGard may modify this Policy at any time, effective when posted to SunGard'sPortal.

331


HOSTING USE POLICY

Overview

SunGard has published this Hosting Use Policy to help clarify the use of Space andPower within SunGard Facilities and to help ensure that the Services provided to ourCustomers are of the highest quality, and to help protect the privacy and security ofour Customers, systems, and networks, while also encouraging responsible use,including compliance with best practices and applicable local safety codes.

This Policy applies to all Customers of SunGard Hosting Services (Space and Powerofferings), and supplements, but does not supersede, the Agreements thatCustomers have with SunGard. The Policy also applies, and should be communicated,to Customers’ end users that utilize the Services through Customer. In the event ofany conflict between a Customer’s Agreement and the Policy, the Agreement willgovern.

Common Hosting

Only SunGard provided cabinets can be installed in common Hosting areas, whererows of contiguous cabinets are used by multiple Customers.

Secure Cage and Secure Suite

SunGard permits Customers to install free standing Equipment into their contractedSpace (Secure Cage and Secure Suite offering only) provided that the Equipment andcage layout is pre-approved by SunGard (Data Center Manager) prior to contractexecution.

Number of AC Power Circuits per industry standard cabinet or equivalentfloor Space.

Due to the physical characteristics of industry standard cabinets and industry bestpractices, SunGard permits the following maximum combination of A-side and B-sideAC power circuits:

two (2) A-side and B-side 120VAC 1-phase power circuits one (1) A-side and B-side 120VAC 1-phase power circuits plus one (1) A-side

and B-side 220VAC 2-phase power circuits one (1) A-side and B-side 220VAC 3-Phase power circuits

Combinations of power circuits not listed above are at the discretion of SunGard(Data Center Manager).

Dedicated Fixed Camera

SunGard permits Customers to install "fixed" lens cameras within their contractedSpace (Secure Cage and Secure Suite offering only) provided that the cameras arepre-approved by SunGard (Data Center Manager) and point inward and do not showany common aisles or areas exterior to Customer’s Space. All cabling andinstallation must performed by SunGard.

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Appendix AVersion 6.0.0 Modifications

Modifications

This section will identify specific changes made to this document for any givenversion, between major point revisions. For minor changes (0.0.1 changes) nonotification will be transmitted to the customer. For significant changes (0.1.0 levelrevisions) and for major rewrites (1.0.0 level changes) the customers will be notifiedof the revised document.

Version 6.0.0

1. Pages 11-35 Edited to reflect new SunGard organization and processes for support2. All Pages – “Problem Reports” renamed “Incident Reports”3. Pages 17-24 Shipping addresses updated and added4. Page 49 - information regarding Direct Attached Storage (DAS) added5. Pages 49-50 - examples of DAS devices have been added6. Page 50 Requirements for DAS have been added7. Page 53 - OS Hardening recommendations are provided as requested8. Page 71 – Upgrades defined as point release upgrades9. Page 73 – Recommended maintenance recommendations clarified10. Page 74 – Upgrades defined as point release upgrades11. Page 80 – Upgrades define as point release upgrades12. Page 81 – References to SLAs removed from summary table13. Page 83 – Technical and functional transport issues isolated14. Page 83 – Batch restart rules, escallation responsibility added15. Page 83 – Batch job restarts responsibility reassigned16. Page 85 – Upgrades defined as point release upgrades17. Page 86 – References to SLAs removed from summary table18. Page 87 – Reassigned Metalink responsibilities19. Page 88 – Removed critical batch job monitoring20. Page 88 – Removed documentation of technical changes21. Page 89 – Responsibilities for application level and database level user IDs/sessions are

broken out22. Page 90 – Upgrades defines as point release upgrades23. Pages 93-94 - E-mail Availability Service (EAS) added24. Page 95 – Managed E-mail Archiving Service (MEAS) added25. Page 96 – E-mail Protection Service (EPS) added26. Page 98 – Removed text referring to ASM27. Page 98 – Defined Microsoft Failover for Oracle Databases as unsupported28. Page 99 – Added notes regarding MS SQL Clustering on virtualized servers29. Page 102 Clarifications for Managed SAP & Oracle EBS Services30. Page 129 – Removed notification of critical patch alerts31. Page 130 – Activity now archived for 90 days (was 30)32. Page 133 – Activity now archived for 90 days (was 30)33. Page 135 – Activity now archived for 90 days (was 30)34. Page 137 – Removed notification of critical patch alerts35. Page 138 - Removed lines regarding VPN Patch and VPN Customer logs36. Page 139 – Removed responsibility for monitoring application availability37. Page 139 – Removed usage monitoring38. Page 141 – Removed responsibility for monitoring application availability39. Page 140 – Removed montioring critical patch alerts40. Page 144 – Removed Managed two factor availability alerts41. Page 146 – Removed Managed Access Services availabilty alert

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42. Page 158 – Refined definition of a transaction43. Page 164-165 – Added Managed Virtual Server Replication Services44. Pages 165-166 – Added Storage Replication Services - Hosting45. Pages 166-168 – Added Storage Replication Services - Array-Based Replication: EMC

SRDF46. Pages 169-171 – Added Storage Replication Services - Array-Based Replication: IBM

Global Mirror47. Pages 172-173 – Added Storage Replication Services - Array Monitoring48. Pages 174-175 – Added Storage Replication Services-Data Copy Management Services

(Standard and Advanced)49. Pages 175-177 – Added Secure2Disk Services50. Pages 285-287 Added Operating System Startup Services51. Pages 290-292 – Added Full System Restoration Services52. Pages 296-300 – Added Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup

(NBU) Startup Services53. Page 284 - Testing Services and Restoration Services for Managed IT Services renamed

to Recovery Assistance Services.54. Pages 301-303 – Added Network Startup Services55. Pages 304-307 – Added Media Handling Services56. Pages 309-310 – Added Technical Test Monitoring Services57. Page 312 – Added Operating System Generation Maintenance Services (Mainframe

Only)58. Pages 314-315 – Added Network Control Program Maintenance Services (Mainframe

Only)59. Page 315 – Added Procedure Training Workshop60. Page 319 – Added Recovery Procedure Documentation Services61. Pages 332-333 – Added Changelog for version 6.0.0, deleted prior changelogs

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