oracle middleware - run and operate · offering services through g-cloud. secure government cloud...

Commercial in Confidence

© 2014 CGI IT UK Limited – All rights reserved

December 2014 - Version 1

Seventh Floor, Kings Place, 90 York Way, London, N1 9AG

Oracle Middleware - Run and Operate

G-Cloud Service Definition


Version 1

Commercial in Confidence December 2014 – CGI IT UK Limited – Proprietary and Confidential

cgi-group.co.uk © 2014 CGI IT UK Ltd 2 of 25

Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and managed services. With 68,000 professionals in 40 countries, CGI has an industry-leading track record of delivering 95% of projects on-time and on-budget, aligning our teams with clients’ business strategies to achieve top-to-bottom line results.

PROPRIETARY AND CONFIDENTIAL

The information contained in this document is confidential to CGI and/or CGI group companies. This

document shall not be reproduced in any form or by any mechanical or electronic means, including

electronic archival systems, without the prior written approval of CGI. By publishing this document on the

Digital Marketplace CGI has given its consent for it to be publicly available however CGI does not consent

to the information contained within the document being copied, modified or reproduced in any way other

than for the purpose of evaluating CGI’s proposition as part of a Customer purchasing process. Please

note that the reproduction or the distribution of this document for any other purpose is strictly forbidden.

The receiving party may use this document and the information contained in it for the purpose of

evaluating CGI’s proposition only.

This proposition is subject to contract and shall not be binding unless and until execution by CGI and the

contracting body of a final agreement in relation to the proposition containing the terms and conditions

that will govern the relationship between the parties. Any final agreement is conditional (inter alia) upon

due diligence and customary business investigations where necessary by CGI. The results of such due

diligence and/or investigations may impact upon content of this proposition, including the business

structure, business terms and financial arrangements.

If you have received this document by any means other than via the Digital Marketplace, as part of a

Customer evaluation process or as a CGI communication mistake note that the reading, the reproduction

or the distribution of this document is strictly forbidden. You are hereby requested to inform us by

telephone at +44 7739 878 444 and to return this document by special delivery marked for the attention of

Simon Telfer.

Except where indicated otherwise or where they are associated to CGI partners, all names, trademarks,

logos and brands (registered or not) referred to in this document, are the property of a company in the

CGI group or its licensors.

The information in this proposal is submitted in December 2014; Version 1 on behalf of CGI by the

following authorised representative:

Simon Telfer

Cloud Programme Director

CGI IT UK Limited


Tel: +44 7739 878 444


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Foreword G-Cloud adoption is continuing across public sector with new suppliers, technologies and service delivery

models gaining an increasing impact with each release. At the same time, the take up by central

government is building the confidence of local public sector organisations to buy and deploy IT services

and solutions more flexibly and cost-effectively.

Since our last G-Cloud submission we have achieved appropriate assurances to connect our cloud

services to PSN; and have migrated several departmental services, which require this high level of

security. We are continuing to listen, invest in and enhance our capabilities, to provide the levels of

performance and hybrid integration which the rapidly expanding marketplace demands as the new model

of service disaggregation is understood. Our services are still based on the principles of ‘ready to go’

design, which we have found to be successful in helping clients understand their TCO and make the

decision to move to Cloud with CGI.

SME Accelerate Our SME programme now includes over 130 partner organisations that we are actively and successfully working with across CGI and offering services through G-Cloud.

Secure Government Cloud Architected to best practice standards, the SGC has received sufficient assurances for connection to PSN Protect (encrypt domain).

CGI Commercial Cloud Using the SGC reference architecture but available with connection to the internet for public facing services.

Platform as a Service Our PaaS portfolio is growing with middleware services to enable the growing requirements of emerging data, hybrid and disaggregated solution and cloud architectures.

Software as a Service Our SaaS portfolio includes technologies which traditionally have a high cost of entry but are made significantly more accessible using G-Cloud. This includes Multi Agency Safeguarding Hubs (MASH), Information Exchanges, Document Management, Case Handling and Productivity.

Open Source Delivery We have propositions from our Open Source capability which includes a service for continuous delivery through DevOps methods.

Cyber Security Operations Centre

Services from our UK-based Cyber Security Operations Centre (SOC) include Protective Monitoring and Proactive Threat Detection.

Mobility Secure and tablet and connectivity solutions, which use virtualised walled garden architecture access for iOS, Windows and Android devices.

Service Desk We have maintained our 5-star accreditation from the Service Desk Institute with improved scores, and remain the only externally facing service desk across the globe with this level of industry recognition.

Cloud Adoption Any decision to move to cloud includes consideration of service models, networks and adherence to Government Security Classification guidelines. Our adoption services provide support for the end-to-end transition from legacy to flexible and responsive cloud architectures

CGI’s services combine the innovation of a leading provider of Cloud services to governments across the

globe, with the surety of an IT provider who has been at the heart of UK government for 40 years. Our

propositions are described through the Cloud Service Catalogue as illustrated below, which outlines the


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completeness of our commitment and service accountability across market-leading solutions from CGI,

our SME community and partners.

High Level Overview of CGI's G-Cloud 6 Catalogue

CGI delivery teams have embraced the principles of Cloud and continue to develop our propositions

across all capabilities and technologies. Our ambition is epitomised in the e-Carelogic SaaS solution,

where we have re-architected an integrated health solution to the secure Cloud; bringing the benefits of

agility and utility pricing to a historically traditional integrated health record management market.

We look forward to continued working with the community of public sector customers, partners and

suppliers in G-Cloud which have established G-Cloud as the most exciting, dynamic and accessible IT

framework across the globe.

Table of contents


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Table of contents

1 Overview __________________________________ 6

2 Information assurance ______________________ 11

3 Backup/restore and Disaster Recovery ________ 12

4 On-boarding and Off-boarding _______________ 13

5 Pricing ___________________________________ 15

6 Ordering and invoicing process ______________ 16

7 Service management _______________________ 17

8 Service constraints ________________________ 18

9 Service Levels _____________________________ 20

10 Training __________________________________ 20

11 Termination terms _________________________ 21

12 Data restoration / service migration ___________ 22

13 Consumer responsibilities __________________ 23

14 Technical requirements _____________________ 24

15 Trial service _______________________________ 24

Overview


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1 Overview For many of our clients there are many challenges with integrating often disparate applications and

technologies. Adopting a Business process management (BPM) strategy or service oriented architecture

(SOA) is often not enough to achieve real business value.

Oracle and CGI developed the Fusion Factory to provide a platform for integration that is flexible, scalable

and heterogeneous enabling business agility. Fusion Factory is a proven platform that is operational, can

be demonstrated and can be delivered using accelerators as a standard. It is based upon the CGI

Reference Architecture for Middleware and is a blend of CGI accelerators powered by Oracle’s Fusion

middleware technology.

Fusion Factory enables our clients to realise BPM and SOA strategies quickly when deployed through

private cloud, on premise or hybrid scenarios.

Oracle is a leading provider in the Middleware arena and has arguably the richest capability of all

middleware providers.

CGI's Fusion Factory enables you to deliver your own Platform as a Service. The result of the overall suite

of CGI services is that you will have the capability to realise:

On completion of pre-requisites a complete environment can be established in two/three weeks

Integrated platform tested and deployment method created

Fusion Apps ready and installation method tuned

Single Identity Management stack for Fusion Factory and Fusion Apps created

Fusion Factory is platform ExaLogic (Oracle's engineered hardware platform) ready – Performance

tuned and monitored with Oracle Enterprise Manager 12c.

To take you through this journey we have four offerings:

Figure 1-1 The PaaS journey with CGI

Overview


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This proposition describes our Run and Operate product, which is the last stage of the journey.

CGI offers its Oracle Fusion Factory Platform as a Service value proposition to clients with a

predisposition towards Oracle’s enterprise solutions. We offer a complete platform that provides a proven,

rapidly deployable platform fabric to integrate and optimise your existing IT services. Our goal is to start

you along the path to predictably priced, rapidly deployed, compelling and consistent business services

across your entire operation.

Each service offers significant value for you making reduced budgets go further and by facilitating

transformation programmes through lower upfront costs, reduced long term commitments and rapid

execution. We are geared to provide specialist adoption services and delivery services across all the

major technical platforms. This extensive expertise coupled with our detailed business knowledge enable

CGI to offer best of breed solutions geared to Government departments. Our areas of specialism around

security and data privacy will provide you with added assurance of meeting Government compliance

standards.

Whilst passionately independent, we have called on our partnerships with major product suppliers such as

Microsoft, SAP, Salesforce.com, Oracle and IBM to draw up our G-Cloud offerings. Building upon

products from these and other marquee companies, we provide Cloud-based services (from commercial,

technical and regulatory stand-points) that provide Government departments with what they want. In turn,

these solutions will consolidate and modernise your infrastructure and services, standardising and

simplifying processes across your organisation. This will significantly shorten the time to introduce new IT

services and reduce the risk with implementing these services.

1.1 Functional

The CGI Oracle Middleware Run and Operate service offers a dedicated platform monitoring and

maintenance for a Fusion Factory PaaS platform build by CGI using the existing "Oracle Middleware Build

and Test" service.

The service covers the following key aspects as part of its offering:

Transition from "Build and Test" to "Run and Operate"

Start /Stop of Fusion Factory components

Patching of individual or multiple components of the Platform (Cost Option - Gold)

Incident Management

Second and third line support for the Fusion Factory Platform components

Monday-Friday 09:00-17:30 (Standard - Silver)

24 x 7 (Cost Option - Gold)

DR support (Cost Option)

Backup and Recovery support (Cost Option).

There are some pre-requisites for this service which are:

There is an existing Service desk function in place. CGI also has G-Cloud offering "Service Desk as a

Service" which can be leveraged if it matches client requirements

There is a managed infrastructure service in place which covers all infrastructure elements of the

platform up to operating system level

Operational Level Agreements (OLA's) and Underpinning Contracts (SLA's) to ensure that end to end

service levels are clear and can be maintained.

Overview


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1.1.1 The Fusion Factory Platform Products

The Fusion Factory Platform is built based on Oracle Fusion Middleware technology. The following are

the set of products which are included in the current platform release:

Oracle Enterprise Edition Database along with Database Option (for example, RAC)

Oracle WebLogic Suite

Oracle Service Bus

Oracle SOA Suite

Oracle UBPM Suite

Oracle Complex Event Processing

Oracle WebCenter Portal

WebCenter Content

Oracle Business Intelligence Enterprise Edition Suite

Oracle Data Integrator

Oracle Identity and Access Management

Oracle Enterprise Manager and Management Packs

Oracle Service Registry

Oracle Enterprise Repository.

We expect that each component of the platform is fully integrated and secured. All identity and access

control is integrated with the Oracle Directory Service and managed through the Oracle Identity and

Access Management products. Each service comes with the relevant management pack for Oracle

Enterprise Manager.

Oracle Fusion Apps Modules (for example, Fusion CRM) are not currently covered by this service.

1.1.2 Access Channels

The Service supports a number of access channels, providing flexibility and choice to best suit user

needs:

Telephone

The client service team will be provided with a telephone number. This is a second line service so it is not

expected to field calls other than those taken by a service desk.

Telephone calls will be analysed and skills-based routing will be performed, ensuring that all calls are

directed to an appropriately skilled Support Analyst.

Email

A unique client mailbox is created, linked to the client incident workflow management system so that

emails are routed to analysts in the same way as phone calls, avoiding the need to assign staff to monitor

mailboxes and ensuring that email is addressed promptly.

1.1.3 Language

English is the first language and working language of the Service Desk.

Overview


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1.2 Non functional

1.2.1 Incident and Request Management

While the route into the Support Service may vary according to the channel they are received, all incidents

and requests are handled in accordance with our proven, ITIL aligned incident and request management

processes.

During implementation of this service, this CGI resolver group will engage with the client (including Third

Party suppliers where necessary) to map the workflow appropriate for incidents and service requests and

clarify the tasks for approval involved.

1.2.2 Prioritisation

CGI’s prioritisation processes will ensure that the business rules used are clear to the client, enabling

discussion and revision as business needs change or new services are introduced.

The way CGI prioritises incidents is driven by the agreed Service Levels and definitions will be

documented. Prioritisation Levels will be proposed and agreed with the client at the start of the service.

1.2.3 Major and Minor Incidents

Severity Levels will be proposed and agreed with the client at the start of the service. Where an Incident

which has a Priority of 1 is identified by the Service Desk, CGI can invoke specific procedures for

management of high severity incidents.

1.2.4 Triage

If using a CGI Service Desk as a Service, all available known errors and workarounds that match the

categorisation of the new incident are automatically highlighted within the Remedy system, allowing an

analyst to select an appropriate known error or workaround and use this to resolve or mitigate the impact

of the incident. If successfully used, the known error or workaround is linked to the incident, facilitating

more detailed problem management investigations.

1.2.5 SLA Monitoring

If using a CGI Service Desk as a Service, CGI will register the SLAs associated with all Incident and

Request types in the Remedy system. Our Service Level Management and monitoring processes are

designed to be proactive, providing early warning of potential issues, allowing time to rectify those

potential issues before they become real issues or escalations. These processes are transparent and all

output will be available to the client and any resolver groups (including Third Parties) either directly

through Remedy or via our Customer First dashboard.

SLA monitoring aspects will be proposed and agreed with the client at the start of the service.

1.2.6 Ticket Closure

Incident resolution for single user incidents and requests will be confirmed either by the Customer Service

Desk or by the resolver group dealing with the ticket.

1.2.7 Communication

Clear and concise communication is a key factor influencing quality of service, risk management, and

collaboration. Therefore we use a range of communication channels to support delivery of this service

which include:

Automated Notifications via emails

Service Announcements

Overview


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Communication channels and formats will be proposed and agreed with the client at the start of the

service.

1.2.8 Problem Management

CGI defines a problem as any situation that has a potential adverse impact on the services that we have

contracted to deliver to our clients. A problem may reduce the reliability of a service or may bring it to a

complete halt.

CGI uses a flexible but disciplined set of internal processes to ensure that any problems reported are

dealt with appropriately. We take charge of the problem and co-ordinates all activities to ensure that it is

addressed as quickly as possible, in accordance with its severity level. At all stages of problem

management the CGI service team monitors problem status to ensure that faults are fixed in a timely

manner.

Problem Management includes processes for monitoring progress and addressing problems. In addition

to this, we will provide escalation procedures to ensure that the appropriate experts are assigned to

address problems. Within this service, it is the responsibility of the CGI Run and Operate team under the

direction of the Customer Service Desk Team to ensure that the management of problems is performed to

a high standard.

On all occasions it is the policy of CGI to, take a proactive approach to identifying potential problems. This

approach allows early identification of problems and enables an early fix prior to the situation affecting

client’s business.

Problem Management details will be further clarified and agreed with the client at the start of the service.

1.2.9 Change Management

In order to provide and maintain a stable production environment, changes applied to the system must be

managed effectively ensuring that all parties affected are aware of the impending changes and that

suitable testing and signoff criteria have been met. Change Management processes will be proposed and

agreed with the client at the start of the service.

We can confirm that this proposition either delivers to or supports the principles of Cloud services,

including NIST definitions and characteristics.

Information assurance


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2 Information assurance CGI uses our Management Foundation including our Integrated Management System (IMS) for

information assurance. These IMS processes are independently certified to BS/EN/ISO 9001:2008 and

within the UK we additionally have TickITplus certification.

CGI is committed to retaining our current range of UK-based certifications and will extend these to meet

client expectations as required.

The CGI Management Foundation design allows incorporation of best practice from across all of our

Public Sector and Commercial engagements.

Our accreditations include:

ISO9001, ISO27001 and ISO20000

TickITplus, CMMI-Dev+IPPD v1.2 Maturity Level 3 rating

ISO/IEC 27001:2005 Audit and Certification SSAE 16/ISAE 3402 Attestation

E.U. Data Protection Directive - (95/46/EC).

All information is held at the appropriate security level for the service. CGI hosted services can be

provided at any level defined in the new Government Security Classification (GSC) policy with the

appropriate assurance.

Information Principles for the UK Public Sector supported and documented?

CGI recognises the UK Public Sector information principles which are fundamental to the efficient and

effective delivery of public services. Where we store and manage government information in our G-Cloud

services we aim to ensure that it is appropriately protected and available to exploit. Through this we would

aim to maintain and, depending on the particular service purchased, enhance the quality of the

information stored in a standard manner that enables its re-use. Where the selected services require it,

we would engage positively both to support the buyer in the publication of public information and to

support them in the access of information by citizens and business.

Government ICT Strategy and Greening Government ICT Strategy supported and documented?

The design and delivery of our Cloud-based SaaS offerings is consistent with the principles of the

Greening Government ICT Strategy. Scalable, Cloud-based services allow pooling of capacity across

multiple customers, reducing overall hardware requirements. These are further reduced through

virtualisation, which has delivered up to a 90% reduction in server numbers and power consumption for

some of our services. We select modern, energy efficient servers, storage and network hardware and

have also invested heavily in improving the energy efficiency of our data centres. This includes initiatives

such as free air cooling, aisle containment, power supply upgrades, lighting controls and power

management and monitoring software. In the UK, electricity for our data centres is sourced from

renewables, which is also the case for many of our third party hosting providers. We closely manage the

impact of IT hardware throughout its lifecycle, aiming to optimise refresh cycles to balance in-use carbon

savings of newer, more efficient hardware against the carbon impact of its manufacture. At end of life, we

also ensure responsible disposal through resale or recycling of old hardware wherever possible. Our

sustainability performance has won widespread recognition, including our listing on the Carbon Disclosure

Leadership Index for four consecutive years and our certification under the Carbon Trust Standard.

Backup/restore and Disaster Recovery


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3 Backup/restore and Disaster Recovery This service is to RUN and OPERATE the Fusion Factory platform(s) servers on CGI's, client's or a third

party's infrastructure. The backup and disaster recovery will be determined by the contract with the

infrastructure service provider not this service. As part of this service, there is an additional cost option

available to cover both Backup/Restore and Disaster Recovery subject to component by component

specific requirements.

3.1 Backup/restore

This is an additional cost option. If this option is taken by the client, the backup/restore procedures will be

proposed, agreed and documented as per client requirements. CGI will conduct periodic restorations of

previously backed up environments (subject to the infrastructure provider making environments available)

to test the entire process and any amendments introduced as per change management.

3.2 Disaster Recovery

This is an additional cost option. If this option is taken by the client, the disaster/recovery procedures will

be proposed, agreed and documented as per client requirements. CGI will conduct periodic disaster

recovery steps for a set of selected environments to test the entire process and any amendments

introduced as per change management.

On-boarding and Off-boarding


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4 On-boarding and Off-boarding

4.1 On-boarding

CGI have proven and effective on and off boarding skills, tools and methodologies. We have successfully

transitioned Public Sector clients onto Cloud infrastructures and services.

For Infrastructure, Platform and Software requirements CGI have transition specialists who bring to bear

considerable experience. The transition process is scalable and can be used for all sizes of on-boarding

requirements.

For Specialist Cloud Services, CGI will engage directly with the client to ensure the full scope of the

requirements is understood and agreed in advance of any engagement. We will work with senior

stakeholders to define the necessary business outcomes and ensure the services are aligned accordingly.

For all services, CGI will understand the client's requirements and make on-boarding specific to these

needs, using the experience, lessons learnt and methodology from many years of public sector transition

experience.

The inputs to the on-boarding process are the High Level Design Overview and Recommendation

Document from the Analyse and Recommend process, and the Detailed Design document from the

Design and Finalise service. These will provide the Fusion Factory platform architecture and component

details to the run and operate service team The other input required will be the build documentation

provided by the build and test service team. These services can be purchased through the same process

as this run and operate service.

The physical or virtual platform must be in place and should be licence compliant

All necessary technical and build documentation are in place

All infrastructure managed service areas and key contacts are shared so that this team can contact

the relevant teams as part of this service

All service desk and escalation key contacts are shared so that this team can contact the relevant

teams as part of this service

All Oracle client service identifier details are shared so that this team can log calls under the client

support profile

Any VPN access provided to remotely work on client's infrastructure which also needs to be tested

Finalisation of the number of environment and servers to be under the scope of this service and

corresponding SLAs agreed

Agreement on escalation criteria, SLA measurement and service reporting aspects

The client will need to share any relevant ' as is' infrastructure design

Architecture and Design documents of applications /systems that will be deployed on the in scope

Fusion Factory platform(s)

Various access channel details agreed and setup complete on client's service desk

Transition from build and test team to run and operate team completed

All documents checked and understood by the run and operate team

Change and Release Management processes agreed

Standard notification formats and frequencies agreed with the client.

On-boarding and Off-boarding


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4.2 Off-boarding

Off-boarding is instigated by a client request or after expiration of the service agreement. Any required

data will be made available using appropriate media, in line with the data security classification. After

client notification that data has been successfully recovered, CGI will purge and destroy client data from

any compute or storage device or media that remains part of CGI's estate.

Pricing


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5 Pricing On-boarding will be charged using our SFIA Rate card. Where additional services are agreed the

following rate card will apply. The majority of add-on services will be performed by Oracle Service

Analysts.

All prices quotes are excluding VAT. The price is valid for a period of 12 months from the Effective Date of

the Framework Agreement. CGI reserves the right to amend the charge after this period. Prices and

Service Descriptions are subject to the G-Cloud Supplier Terms and Conditions.

Specific options required by your organisation plus any customisations will be priced separately. This

service delivers the products referred to in Section 1.1.1, with the following charges:

Products Costs (in GBP)

Cost per server per month for a silver service £1,800

Cost per server per month for a Gold service £6,900

If site visits are required for anything other than service set-up or management reporting (gold service

only) these will be charged as shown in the standard rate card plus expenses were appropriate

This price is exclusive of VAT and is valid for a period of 12 months from the Effective Date of the

Framework Agreement. CGI reserves the right to amend the charge after this period.

The minimum contract period is six months.

Level Role Rate

1. Follow n/a £344

2. Assist Junior Oracle Middleware Consultant / £478

3. Apply Oracle Service Analyst £670

4. Enable Oracle Project Manager

Oracle Business Process Consultant £773

5. Ensure/Advise Oracle Technical Architect £958

6. Initiate/Influence Senior Oracle Project Manager £1010

7. Set Strategy/Inspire

Principal consultant £1259

Ordering and invoicing process


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6 Ordering and invoicing process Direct guidance from Government Digital Services (GDS) on the overall ordering and invoicing process for

G-Cloud can be found here in the G-Cloud Digital Marketplace Buyers’ Guide:

https://www.digitalmarketplace.service.gov.uk/buyers-guide/

All CGI entries on the G-Cloud have a pre-agreed contract with Government to supply the service, thereby

simplifying and streamlining the procurement process. A full copy of our standard terms and conditions

can be found in the Digital Marketplace next to our Service Description Document and these are

applicable in conjunction with the GDS Framework Agreement and Call-Off Contract.

Once you have selected the service you require and notified CGI, a CGI Client Account Director will

contact you to progress the requirements. The Client Account Director will jointly agree with you the scope

and price of the solution. Within the on-boarding we will set up the service and guide you through the

necessary contractual steps and procedures. CGI will also supply you with the pre-agreed Management

Information reports on the performance of the service and resolve any issues.

The invoicing procedures will be established at the initiation of the service and CGI will request necessary

information including:

Email address details for the receiver of our invoices

a purchase order number

Specific billing requirements.

CGI will provide a monthly invoice for all services purchased through the Digital Marketplace which will

detail the agreed price. Invoices are payable within 30 days.

All ordering and invoicing for CGI services is via our proven and efficient procedures which have been

used extensively for government frameworks. The process is standard across all of our Digital

Marketplace service propositions for maximum efficiency.

For ordering CGI services, please contact your CGI Client Account Director or contact us via

[email protected].

https://www.digitalmarketplace.service.gov.uk/buyers-guide/

mailto:[email protected]

Service management


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7 Service management The Service Delivery Manager will provide a monthly service report for the gold service, delivered

electronically with any issues discussed via agreed channels (e.g. email, telephone) unless both parties

agree a formal meeting is required, covering all measurable services provided to the client. The report will

match the measured services against the agreed service levels.

It is intended that CGI and the client will hold a meeting once a quarter for the gold service to discuss the

delivered service and any changes, enhancements, future plans and strategic issues.

Service constraints


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8 Service constraints There are two categories of Service Levels supported:

Gold

Silver.

The following tables describe what are included in each of the service level.

Silver Included

24 X 7 Coverage

Standard Health Checks and Pro-active Monitoring

Annual Review

Patching

Documentation Maintenance and Handover

DR

Backup and Recovery

No

Basic

No

No

No

Cost Option

Cost Option

Gold Included

24 X 7 Coverage

Standard Health Checks and Pro-active Monitoring

Annual Review

Patching

Documentation Maintenance and Handover

DR

Backup and Recovery

Yes

Enhanced

Yes

Yes

Yes

Cost Option

Cost Option

8.1 Key Database and Middleware Management Service

aspects

The Fusion Factory components can be broadly classified into two sets. Database and Application Server

based middleware components. Some of key areas that will be covered by both the service levels (GOLD

and SILVER) however the depth and breadth will be constrained based on the service description are:

Oracle Database Management including RAC

Oracle WebLogic Application Server Management

Oracle SOA Administration as a WebLogic managed server

Oracle Service Bus Administration as a WebLogic managed server

Oracle WebCenter Portal Administration as a WebLogic managed server

Oracle WebCenter Content Administration as a WebLogic managed server

Oracle BPM Administration as a WebLogic managed server

Oracle Business Intelligence Administration as a WebLogic managed server

Oracle Data Integrator Administration as a WebLogic managed server

Oracle Identity and Access Management (IDAM) Administration as a WebLogic managed server

Service constraints


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User account management on the Oracle IDAM servers (not on any other federated identity store or

corporate Active Directory)

Upgrades and Patches

Contacting Oracle Support and logging support calls with them including follow-up

Performance Tuning and Configuration planning - limited (this does not include application

performance tuning or configuration management).

8.2 Performance

The severity levels generally covered by this service are outlined below. The final severity level

description/categorisation will be agreed with the client at the start of the service. Based on how

effectively the following is achieved for each server of Fusion Factory platform, the performance of this

service will be measured.

Service Level Acknowledgement to Problem/Request/Incident Ticket

Target Resolution Time

Gold : Elapsed Time

Silver : Working hours

Severity 1 Problems:

Solution or workaround and resolution depending on the nature of the problem

One hour Four hours



Two hours 12 hours 1



Four hours 24 Hours 1


Target Recovery By Agreement

1 See limitation on hours of coverage in Section 8.4 for Gold service

2 See limitation on hours of coverage in Section 8.4 for Gold service

8.3 Escalation Process

The tables shown below details the escalation trigger points for management intervention in

problems/issues relating to the service:

Severity Level Target Recovery Escalate to Level 1

Escalate to Level 2

Escalate to Level 3

Severity 1 Problems

Four hours Two hours Target Recovery +1 hour

Target Recovery +2 hours

Severity 2 Problems

12 hours Eight hours Target recovery + 2 hours

Target recovery + 4 hours

Severity 3 Problems

24 hours 1 16 hours Weekly Monthly

Service constraints


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Severity Level Target Recovery Escalate to Level 1

Escalate to Level 2

Escalate to Level 3

Severity 4 Problems

By agreement Weekly Monthly Quarterly

Escalations are to occur at the intervals in the table above until a solution or workaround has been

identified and is being put into place.

8.4 Availability

The availability is as mentioned in the following support hour's section.

8.5 Support hours

Services Hours of Operation

SILVER Remote:

Mon–Fri 09:00 to 17:30

GOLD (cost option)

Remote:

Mon – Fri:

09:00 – 17:30 – All Severity Levels

17:30 –09:00 - Severity 1 and 2 Only

On Call Cover for evenings and weekends:

Severity 1 and 2 Only

8.6 Severity definitions

Severity Levels will be proposed and agreed with the client at the start of the service. There is an outline

definition mentioned above. Where an Incident which has a Priority of 1 is identified by the Service Desk,

CGI can invoke specific procedures for management of high severity incidents.

9 Service Levels Not applicable.

10 Training Not applicable.

Termination terms


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11 Termination terms Should a client wish to exit the service entirely, a Service Request should be raised. This will instigate the

Off-boarding processes outlined above.

Should CGI need to terminate services all clients will be provided with at least three months’ notice.

11.1 By consumers

Should a client wish to exit the service entirely, a Service Request should be raised. This will instigate the



11.2 By the Supplier

Should a client wish to exit the service entirely, a Service Request should be raised. This will instigate the



Data restoration / service migration


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12 Data restoration / service migration

12.1 Data restoration

This service can include such mechanism at an additional cost. Should a server image be lost, the client's

infrastructure managed service provider should restore it from the last back-up taken.

Consumer responsibilities


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13 Consumer responsibilities We would recommend that for each engagement the client would be responsible for the following core

activities.

Ref. Start and End Date Subject and Description

1 Beginning of assignment Give appropriate access and privileges to CGI staff. Perquisites are described above.

2 End of week two

Agreement on all non-functional aspects

Agreement on SLA measurements and service reporting

Agreement on add-ons required / to be covered

Agreement on key contacts and escalations

3 During assignment Provision of appropriately qualified and empower staff and resources to resolve any incidents raised

4 Last week of assignment Handover process

5 End of assignment Environment access released

Technical requirements


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14 Technical requirements The client is responsible for infrastructure services (unless this is purchased from CGI separately) and

access for CGI staff, hence the following technical requirements apply:

The physical or virtual platform and the licences must be in place

It is necessary to ensure the technical build are correct before the commencement of this service

Any VPN access provided to remotely work on client's infrastructure which also needs to be tested.

15 Trial service Not applicable.

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