A. SERVICE DEFINITION
The IT services to be rendered by URSI to the CLIENT shall be Local Support Services defined as:
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Any task or activity done by URSI through electronic email, phone or on-site presence, for the purpose of providing technical support or assistance to the CLIENT to troubleshoot, configure, update, upgrade, and check the performance of the technology and/or system agreed upon by URSI and the CLIENT.
- The technical support and/or assistance provided by URSI are limited to the provision of analysis and recommendations.
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Performance or fulfillment of the recommendations by URSI to the CLIENT’s technology and/or system are no longer part of Local Support Services and shall be billed separately in accordance with Out-of-scope Services.
B. SCOPE OF SUPPORT
The Solution and/or technology and their specific locations, to be provided with Local Support Services by URSI under this Agreement has been identified and documented in ANNEX A. Support Coverage.
i.Service Desk Operations
C. SCOPE OF LOCAL SUPPORT SERVICES
a. The URSI Service Desk, staffed with certified or technically competent support engineers, shall be the single point-of-contact for the CLIENT for Local Support Services.
b. Service Desk Operations are supported by an internal electronic ticketing system, along with the necessary electronic mail and telephony systems (See ANNEX B. Support Contact Points ); and
c. In servicing support requests from the CLIENT, URSI’s Service Desk Operations shall follow the Support Process Workflow (See ANNEX D. Support Process Workflow).
ii. Support Coverage
a. Technical Support shall be provided through email, phone, and remote access.
b. URSI shall assist the CLIENT’s IT team members, to the extent possible, in diagnosing problems and working in partnership to their resolution, including configuration changes to the Solution.
c. URSI shall provide technical support to the implementation and maintenance tasks directly performed by the CLIENT to the Solution, included in, but not limited to, those described in ANNEX A. Support Coverage.
d. For Severity 1 issues that cannot be resolved remotely, on-site support will be provided by URSI within the term of this Agreement.
iii. Support Level
a. URSI will directly provide Levels 1 and 2 Technical Support to CLIENT’s support requests. These levels are defined as:
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Level 1 Technical Support – First-line support involving the tasks of problem identification, understanding CLIENT’s expectations, initial problem diagnosis, and basic technical troubleshooting based on URSI’s knowledge base of known problems and resolutions.
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Level 2 Technical Support – Advanced support involving the tasks of complex problem identification, in-depth problem diagnosis, and advanced technical troubleshooting. In some cases, if necessary, reproduction of the problem by URSI, in cooperation with the CLIENT, is necessary to arrive at a resolution.
b. URSI shall facilitate the resolution of CLIENT support requests requiring Levels 3 and 4 by involving 3rd party vendor(s) who developed and who have intellectual property rights over the supported technology. These levels are defined as:
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Level 3 Technology Support – Support of this nature will require the involvement of the 3rd party vendor to conduct research and development to a new and/or unknown issue. Such issues shall require Solutions such as a bug fix, error correction, custom engineering, or interim patch for the technology to operate as required by the CLIENT, which only the 3rd party vendor, and not URSI may provide in this case.
- Level 4 Technology Support – Support of this kind involves the 3rd party vendor integrating the resolution to the CLIENT’s reported incident in the Technology as an Official Patch, Feature, Capability, etc.
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Analysis, diagnosis, and identification that problems/issues are not caused by the Solution;
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Closure of tickets for problems/issues not caused by the Solution;
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Escalation of problems/issue to the software vendor;
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To terminate this AGREEMENT in accordance with Section E. Termination hereof;
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To claim the pro-rated amount equivalent of annual fee in proportion to remaining duration of the AGREEMENT, if URSI is the defaulting party;
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To keep the collected annual service fee, if the CLIENT is the defaulting party.
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By either Party if the other Party is in default as defined above and/or fails to perform any of its obligations under this AGREEMENT or if such a breach/failure is remediable, fails to remedy that breach/failure within fifteen (15) days from the receipt of written notice of said breach;
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By either Party if the other Party ceases, or threatens to cease to operate;
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By either Party if there is a change of control of the other Party. A change of control shall refer to the direct or indirect acquisition of either the majority of the voting stock, or of all or substantially all of the assets of a Party by another entity in a single transaction or series of transactions;
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By the affected Party in case of force majeure event set out in Clause F hereof; and
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By convenience of either Party by giving a written notice to the other thirty (30) days before the effective date of termination. If termination by convenience is made by the CLIENT, URSI shall not be obliged to return the annual fee, or any portion thereof, collected under Section A. TERMS AND CONDITIONS. In case the termination by convenience is made by URSI, the CLIENT shall be entitled to claim the pro-rated portion of the annual fee in proportion to remaining duration of the AGREEMENT.
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Unique reference number (Electronically generated Ticket Number)
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Incident categorization
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Incident urgency
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Incident impact
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Date / time recorded
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Name/ID of the person and/or group recording the incident
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Method of notification (telephone, e-mail, in-person, etc.)
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Name/department/phone/location of user
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Call-back method (telephone, mail, etc.)
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Description of symptoms
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Incident status (Waiting on Customer, Waiting on Tech, etc.)
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Related components/systems
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Support group/person to which the incident is allocated
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Related problem/Known Error
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Activities undertaken to resolve the incident
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Resolution date and time
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Closure category
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Closure date and time
- Establishing exactly what has gone wrong or being sought by CLIENT
- Understanding the chronological order of events
- Knowledge searches looking for previous occurrences by searching previous Support Tickets, and/or known error databases, or manufacturers’/suppliers’ error logs, or knowledge databases.
- Closure Categorization. Check and confirm that the initial incident categorization was correct or, where the categorization subsequently turned out to be incorrect, update the record so that a correct closure categorization is recorded for the incident – seeking advice or guidance from the resolving group(s) as necessary.
- Incident documentation. Chase any outstanding details and ensure that the Incident Record is fully documented so that a full historic record at a sufficient level of detail is complete.
- Ongoing or recurring Problem- Determine (in conjunction with 3rd party vendors) whether it is likely that the incident could recur and decide whether any preventive action is necessary to avoid this.
- Formal closure. Formally close the Support Ticket.
b. Notwithstanding the Support Levels defined above, as circumstances require for URSI to perform its services to the CLIENT, URSI reserves the right to escalate CLIENT’s concerns, incidents, and queries to the 3rd party vendor, from whom the supported technology has originated.
iv. Ticket Management & Reporting
a. URSI shall provide direct input into CLIENT’s tickets from URSI location, or remotely from other satellite support centers within URSI;
b. URSI shall handle and manage CLIENT’s tickets according to the workflow defined in Support Process Workflow; and
with CLIENT management to ensure that the CLIENT is aware of the support issues and risks faced by the CLIENT IT team.
D. SEVERITY LEVELS
i. To facilitate the rendition of Local Support Services, CLIENT’s service requests shall be classified according to the Severity Levels below:
a. Severity One (Urgent)
A catastrophic production problem which may severely impact the client’s production systems, or in which CLIENT’s production systems are down or not functioning; loss of production data and no procedural work around exists.
b. Severity Two (High)
A problem where the CLIENT’s system is functioning but in a severely reduced capacity. This situation is causing significant impact to portions of the CLIENT’s business operations and productivity. The system is exposed to potential loss or interruption of service.
c. Severity Three (Medium)
A medium-to-low impact problem which involves partial non-critical functionality loss, one which impairs some operations but allows the CLIENT to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the CLIENT’s operation and issues in which there is an easy circumvention or avoidance by the end user.
d. Severity Four (Low)
A general usage question or requested future systems enhancement or modification. There is no impact on the quality, performance or functionality of the systems.
ii. URSI reserves the right to classify the level of severity of a particular issue and qualify if an incident is caused by a defect in the software product or the hardware, or due to user error;
E. RESPONSE TIME COMMITMENTS
i. Based on the assigned Severity Level of a reported incident, URSI shall respond according to the response time commitments:
Severity Level Response Time
Severity 1: 90 Minutes
Severity 2: 6 Business Hours
Severity 3: 1 Business Day
Severity 4: 2 Business Days
ii. Response time commitments refer to the time it takes for URSI to respond to a CLIENT support request. It does not define the time required to resolve a problem or issue, nor to answer queries.
iii. Resolution of support requests shall depend on circumstances surrounding the request such as, but not limited to the:
a. Nature and validity of the request;
b. Nature of the problem, issue, or query;
c. Classified Severity Level of the request;
d. Support Level required of URSI to arrive at a resolution.
iv. URSI Business Hours are between 9:00 AM up to 6:00 PM, Monday to Friday.
i. URSI shall not be expected to provide guaranteed resolutions through the provision of Level 2 and above support for the following:
F. OUT-OF-SCOPE SERVICES
a. Unlicensed and/or unwarranted software only supported by its respective Open Source development community (for example: Zimbra Desktop);
b. Server hardware, which are inclusive with and covered by their respective manufacturer warranty and/or maintenance agreements (e.g., IBM Servers, with IBM ServicePac Warranties);
c. Networking appliances, which are inclusive and covered by their respective manufacturer warranty and/or maintenance agreements (e.g., Cisco Network Appliances, with Cisco SMARTnetservice package);
d. Notwithstanding the non-commitment to provide guaranteed resolutions, URSI shall provide to the CLIENT technical support, problem identification, and resolution coordination, on a best efforts basis.
ii. Direct technical support for the CLIENT system (e.g., ERP Application, Database, Test System) to be installed, operated, and managed by the CLIENT within the Solution shall be provided by the software’s respective 3rd party vendor:
a. Fulfillment of the Service Level Agreement for the CLIENT system is out-of-scope;
b. The involvement of URSI’s technical support in relation with the CLIENT system is limited to the following:
Otherwise, activities requested by the CLIENT shall be out-of-scope.
iii.URSI shall promptly advise the CLIENT of issues that may be out-of-scope;
iv.Out-of-scope services that are not included in this Agreement may be provided depending on URSI’s available resources in the area. This will be separately billed according to URSI’s standard price and conditions;
v. Out-of-scope services will only be engaged with an official request or Purchase Order from CLIENT’s authorized representative;
vi. The tasks and services that are not covered in this Agreement include, but are not limited to:
a. Reinstallation of operating system;
b. Installation, Evaluation, Procurement, and/or Maintenance of software not provided by URSI
c. Service sites other than those locations agreed to by both Parties in page 1 of this document;
d. Beta versions of software;
e. Electrical works, structured cabling, and/or environmental work;
f. Repair of defect, damage, or alterations to the Software or Systems covered caused by non-URSI
representatives;
g. Repair of defect, or damage to Software caused by malware;
h. Installation, maintenance, removal of alterations, attachments, or other components not provided by URSI;
i. Support on modified RPM Package Manager (RPM);
j. Code Development;
k. System and Network Design;
l. Implementation and Development of Security Rules and Policies;
m. Support for software from the Zimbra Extras and/or Supplementary Channels; and
n. Technology preview features.
II. RESPONSIBILITIES OF THE CLIENT
A. FINANCIAL OBLIGATIONS
Payment of all required software licenses and support fees. URSI will not be responsible for support of unlicensed or unwarranted software. B. ACCESS TO FACILITIES
i. CLIENT agrees to provide URSI’s support staff access, free of charge, to the necessary facilities (e.g., Communication facilities, working space, meeting room, equipment, servers, etc.), which are located in its premises, for the completion of the proposed resolution.
ii. CLIENT shall provide URSI’s support staff the necessary gate passes and/or access badges to facilitate their ingress and egress to and from its facilities.
C. SUPPORTED SOLUTION
i. CLIENT agrees to conduct the initial audit and inventory of all IT software and hardware to be covered by this Agreement.
ii. The CLIENT shall be responsible for the direct configuration, operation, and maintenance of the supported Solution.
iii. Any changes to the Solution or its components shall be properly documented and communicated by the CLIENT to URSI to ensure the effective support of the entire Solution.
iv. The CLIENT shall be responsible for the proper use and care for its Solution and computer systems.
v. Maintenance of backups of the Solution and CLIENT’s data in accordance with best industry practice.
D. CLIENT SUPPORT ORGANIZATION
i. The CLIENT’s corresponding support staff for the Solution shall have, if not domain expertise, at the least, domain knowledge, to validate the operation of the features and functionalities that are incorporated in the Solution.
ii. The CLIENT shall designate a single point-of-contact for URSI within CLIENT with the authority to decide on matters regarding this Agreement.
iii. The CLIENT shall also appoint an available and qualified representative to acknowledge the presence of URSI staff and tasks that will be undertaken during any services rendered.
E. SUPPORT REQUESTS
i. The CLIENT shall give prompt notification to URSI if any system covered by this Agreement is not working properly.
ii. The CLIENT shall undertake the preparation of information related to the support issue prior to contacting URSI for assistance. Related information include, but are not limited to:
a. Problem Definition
b. Background Information
c. Relevant Diagnostic Information
iii. The CLIENT agrees to make available to URSI all its internal information and services reasonably required by URSI to perform Local Support services including and without limitation to, computer runs, core dumps, print-outs, data preparation.
III. GENERAL TERMS AND CONDITIONS
A. TERMS
The contract price shall be paid in accordance with the agreed upon schedule and covers the agreed upon services as well as any other service incidental to and within the ordinary course of business operations as outlined in Support Coverage.
1. Incidental Expenses & Change Orders:
If the Solution requires any increase or additions to the Scope of Services through the duration of the AGREEMENT, URSI will promptly confer with the CLIENT before proceeding further.
Any increases or additions to the Scope of Support shall incur additional Service Fees and shall be mutually agreed upon by both parties in writing.
Any additional service charges due to Change Orders or Incidental Expenses will then be based on the man-hours utilized.
The standard technical services rate for Out-of-Scope Services shall be Three Thousand Three Hundred Sixty Pesos (VAT-Inc) per man-hour inclusive of travel time to and from the designated venue. A special rate of Four Thousand Four Hundred Eighty Pesos (VAT-Inc) per hour will be charged for weekends, holidays, and outside office hours, or projects outside Metro Manila.
Incidental expenses (travel expenses, meals, accommodation, etc.) are not included in the AGREEMENT. These shall be billed as Out of Pocket expenses chargeable to the account of CLIENT.
2. BILLING
URSI shall bill the CLIENT for Local Support Services specified above. The Sales Invoice for the fees for Local Support Services shall be issued by URSI within five (5) days from the execution of this AGREEMENT.
URSI shall bill the CLIENT for Incidental Charges and Change Orders mutually agreed upon by both parties in writing.
URSI shall charge an interest of three percent (3%) per month on all overdue accounts until full payment is made.
3. PAYMENT
Payment shall be made by the CLIENT to URSI within fifteen (15) working days upon presentation of the relevant Sales Invoice.
B. RELATIONSHIP OF THE PARTIES
The relationship between the parties is purely contractual. There shall be no employer-employee relationship between the CLIENT and URSI or any of its personnel to be assigned to render the service contemplated under this AGREEMENT.
Consistent with its status as a legitimate independent company, URSI hereby warrants that it possesses substantial capital, equipment, and materials necessary to carry out its obligations under this AGREEMENT. The CLIENT is interested only in the results to be achieved under this AGREEMENT.
As an independent contractor, URSI shall not subject to the control or direction of the CLIENT, except as to the results of the services herein contracted. URSI shall be allowed to use any and all commercially reasonable means and methods to comply with its obligations under this AGREEMENT.
URSI shall have the exclusive and absolute discretion in the selection, engagement, assignment, supervision, discharge or dismissal of its personnel assigned to perform the services.
The determination of the number, qualifications, and identities of the personnel assigned to perform the services, as well as their remuneration or compensation shall be the sole and exclusive prerogative of URSI subject to applicable laws and regulations.
Notwithstanding the foregoing, the CLIENT may request the replacement of any URSI personnel assigned to CLIENT whose work may be below standard or whose conduct may be unsatisfactory or prejudicial to the interest of the CLIENT.
C. NON-DISCLOSURE
For the duration of this AGREEMENT, any and all information that will be supplied to URSI or any of its authorized representatives shall be held in strict confidentiality. URSI may not disclose or cause the disclosure of this information to any other person or entity without any prior written authorization from the CLIENT. Likewise, the CLIENT may not disclose to any other party any and all information supplied by URSI without written consent from URSI.
D. DEFAULT
Either party shall be deemed in default within the meaning of this AGREEMENT in case of violation of any of the terms and conditions thereof, or any violation by either party of its obligations, representation, or warranties set out in this AGREEMENT, and the violation is not remedied within fifteen (15) days from receipt of a written notice of violation from the other party, if the violation is remediable or curable by its nature. Upon the occurrence of default, the non-defaulting party, in addition to any other such remedies as prescribed by law, has the following rights, without incurring any civil or criminal liability as a consequence of the exercise of such rights:
E. TERMINATION
Renewal of this AGREEMENT shall be negotiated and agreed upon by both parties.
Without prejudice to any other rights or remedies to which the Parties may be entitled, this AGREEMENT may be terminated by:
The expiration or termination of this AGREEMENT shall not relieve the Parties of any obligations due at the time of such expiration or termination. Such expiration or termination will not prejudice any right or claim of the either Party which has accrued on account of any default or breach by the other. The rights or claims of either Party which may have accrued prior to such expiration or termination shall not be prejudiced.
The obligations of the Parties under this AGREEMENT which by express provision or by their nature would continue beyond the expiration or termination of this AGREEMENT shall survive any expiration or termination of this AGREEMENT;
F. FORCE MAJEURE
Neither party shall be liable for any delay in performing any of its obligations hereunder if such delay is caused by circumstances beyond the reasonable control of the party so delayed and such party shall be entitled to a reasonable extension of time for the performance of such obligation.
G. LIABILITY
URSI shall not be liable for any direct or indirect loss or damage sustained or incurred by the CLIENT or by any third party (including the loss of use of Hardware or loss of or corruption of CLIENT’s programs or data) resulting from any breakdown or a fault in the Hardware and Software unless such breakdown or fault is caused by the gross negligence or willful misconduct of URSI, its employees, agents, or contractors.
Notwithstanding any provision contained in this AGREEMENT to the contrary, URSI shall not be liable to the CLIENT for loss of profits or contracts or other indirect, special or consequential losses except when due to the willful misconduct or gross negligence of URSI, its employees, agents, or contractors.
URSI shall hold the CLIENT free and harmless from any and all claims of, or liabilities to, its personnel assigned to perform its obligations under this AGREEMENT for salaries, wages, compensation or remuneration, benefits, or death, injury or sickness, of any other claim arising from or in connection with the performance by URSI of its obligation under this AGREEMENT, unless such death injury or sickness is due to the willful misconduct or gross negligence of the CLIENT, its employees, agents, or contractors.
The CLIENT shall indemnify URSI against all losses and liabilities which it may sustain and all reasonable costs and expenses which it may incur as a result of any breach by the CLIENT of its material obligations under this AGREEMENT. The CLIENT shall also indemnify URSI if such losses, liabilities, costs and expenses result from URSI complying with any instructions which the CLIENT is entitled or obliged to give under this AGREEMENT except for losses, liabilities, costs, and expenses which arise out of the fraud or negligence of, or breach of this AGREEMENT by URSI or any third parties not controlled by CLIENT.
Any liability of URSI shall be limited to the amount of annual fees received by URSI pursuant to Section A. TERMS AND CONDITIONS hereof. The liability of CLIENT to URSI shall be limited to the amount of annual fees payable to URSI under this AGREEMENT.
H. OTHERS
The Parties shall endeavor to amicably settle disputes that may arise from this AGREEMENT. If in the opinion of a party that there is a dispute arising out of this AGREEMENT, it will set forth in writing the particulars of the dispute and the specific basis or reason for the dispute and provide the other party a copy thereof (“Dispute Notice”). Upon receipt of a Dispute Notice, each party shall make reasonable, diligent, good faith efforts to resolve the dispute within thirty (30) business days following the date of the Dispute Notice. In the event the event the parties cannot come to a mutually acceptable resolution among themselves within thirty (30) days and the parties have not agreed in writing to extend the time period to resolve the dispute, the dispute shall be submitted to binding arbitration under the rules of Philippine Dispute Resolution Center, Inc. (the “PDRCI”) and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof. In any such arbitration shall be in Makati City, Philippines. The costs and expenses of the arbitration, including reasonable attorney’s fees, shall be paid by the non-prevailing party.
This AGREEMENT represents the entire AGREEMENT between the parties in relation to the subject matter of this AGREEMENT and supersedes any previous AGREEMENT whether written or oral between the Parties in relation to such matter.
I. SEPARABILITY
If a court of competent jurisdiction should hold any provision or part of this Agreement invalid, such holding shall not affect the remainder of this Agreement nor the context in which such provision or part so held invalid may appear, except to the extent that another part of the Agreement may be inseparably connected in meaning and effect with that provision or part. As such, the remainder of such provision and all other unaffected provisions of this AGREEMENT shall remain valid and enforceable.
ANNEX A. SUPPORT COVERAGE
URSI shall provide Local Support Services in the following areas of implementation, operation, and maintenance of the software covered:-
A. 1: Coverage for RHEL (Red Hat Enterprise Linux) 1. Package Management
A. Manage software on system using yum and rpm.
2. Administrative Access and System Service
A. Configure and access various consoles.
B. Escalate user privileges.
C. Secure OpenSSH service with keys.
D. Manage system logging, printers, task automation and time synchronization.
E. Generating SOS reports.
3. System Initialization and Troubleshooting
A. Define boot process, recover system, and manage service startup.
B. Utilize the rescue environment of anaconda.
4. Kernel and Network Configuration
A. Tune kernel parameters, and manage devices.
B. Configure dynamic and static network settings for IPv4.
C. Configure hostnames, routing, and resolvers.
5. Filesystem Management
A. Expand storage by adding new filesystems and swap space.
B. Configure autofs for on-demand network storage.
C. Manage filesystems using software-based RAID and Logical Volume Management.
6. User Administration
A. Create, modify, and delete users, groups, and policy.
B. Establish collaborative group directories.
C. Restrict users and groups through ACLs and quotas.
7. Securing Data and SELinux
A. Manage digital certificates (SSL keys, SSH keys, etc.), and OpenSSH.
B. Implement and troubleshoot Security Enhanced Linux (SELinux).
8. Network-level Access Controls (Netfilter)
A. Restrict the system using a packet-filtering host-based firewall.
B. Service-level Access Controls: TCP Wrappers.
C. Restrict services using TCP Wrappers.
9. Web Services
A. Configure the Apache web server.
B. Extend web server utilizing virtual hosting.
C. Configure the Squid web proxy cache.
10. Network Infrastructure Services
A. Centralize logging.
B. Distribute network addresses with a DHCP server.
C. Establish name resolution through caching and slave DNS server using BIND.
11. Network File Sharing Services
A. Setup an FTP server
B. Share files with an NFS server.
C. Network with Windows systems utilizing Samba.
12. Mail Services
A. Configure an MTA utilizing postfix.
B. Implement mail retrieval using POP3(s)/IMAP(s) through dovecot.
A2: Coverage for Ansible Automation Platform
1. Ansible Playbooks
A. Provide assistance for playbook issues.
2. Ansible Tower
A. Configure Ansible Tower.
B. Configure inventories.
C. Configure users.
D. Configure teams.
E. Configure roles.
F. Configure credentials.
G. Configure templates.
H. Configure jobs.
I. Configure schedules.
J. Configure projects.
K. Configure organizations.
A. 3: Coverage for Openshift Container Platform
1. Managing Compute Cluster
A. Adding compute machines to the existing OCP cluster
B. Update the OCP cluster
2. Project Management
A. Adding Projects
B. Removing Projects
3. Workload Management
A. Mange Pods
B. Mange Containers
4. Cluster Authentication
A. Managing Role-based Access Control
5. Operator Management
A. Adding Operators
B. Removing Operators
A.4: Coverage for Red Hat Satellite
1. Host Registration
A. Adding or removing hosts in satellite
B. Configuring host groups.
2. Virt-who Configurations
A. Adding or removing virt-who configurations.
B. Configuring existing virt-who configurations.
3. Subscription Manifest
A. Updating the manifest.
4. Life Cycle Environments
A. Adding or removing life cycle environments.
B. Configuring existing life cycle environments.
5. Content Views
A. Adding or removing content views.
B. Configuring existing content views.
6. Capsules
A. Adding or removing capsules.
B. Configuring existing capsules.
A. 5: Coverage for RHEL (Red Hat Enterprise Linux) and JBoss EAP
1. Automated Installation and Virtualization
A. Perform an automated installation of Red Hat.
2. Package Management
A. Manage software on system using yum and rpm.
3. Administrative Access and System Service
A. Configure and access various consoles.
B. Escalate user privileges.
C. Secure OpenSSH service with keys.
D. Manage system logging, printers, task automation and time synchronization.
E. Generating SOS reports.
4. System Initialization and Troubleshooting
A. Define boot process, recover system, and manage service startup.
B. Utilize the rescue environment of anaconda.
5. Kernel and Network Configuration
A. Tune kernel parameters, and manage devices.
B. Configure dynamic and static network settings for IPv4.
C. Configure hostnames, routing, and resolvers.
6. Filesystem Management
A. Expand storage by adding new filesystems and swap space.
B. Configure autofs for on-demand network storage.
C. Manage filesystems using software-based RAID and Logical Volume Management.
7. User Administration
A. Create, modify, and delete users, groups, and policy.
B. Establish collaborative group directories.
C. Restrict users and groups through ACLs and quotas.
8. Securing Data and SELinux
A. Manage digital certificates (SSL keys, SSH keys, etc.), and OpenSSH.
B. Implement and troubleshoot Security Enhanced Linux (SELinux).
9. Network-level Access Controls (Netfilter)
A. Restrict the system using a packet-filtering host-based firewall.
B. Service-level Access Controls: TCP Wrappers.
C. Restrict services using TCP Wrappers.
10. Web Services
A. Configure the Apache web server.
B. Extend web server utilizing virtual hosting.
C. Configure the Squid web proxy cache.
11. Network Infrastructure Services
A. Centralize logging.
B. Distribute network addresses with a DHCP server.
C. Establish name resolution through caching and slave DNS server using BIND.
12. Network File Sharing Services
A. Setup an FTP server
B. Share files with an NFS server.
C. Network with Windows systems utilizing Samba.
13. Mail Services
A. Configure an MTA utilizing postfix.
B. Implement mail retrieval using POP3(s)/IMAP(s) through dovecot.
14. JBoss
A. Configure JBoss application server
B. Configure extensions, profiles and subsystems, paths, interfaces, socket bindings, system properties
C. Manage resources
A. 6: Coverage for Zimbra Collaboration Suite– Community Edition
1. Functionalities supported by the ZCS edition covered
A. Web Application (AJAX Client, Address Book, Calendar, Task, etc.).
B. Administration (Domains, provisioning, quota, backup/restore, etc.).
C. Mobile sync.
D. Microsoft MAPI connector.
E. Email Archiving and Discovery.
2. System Health and Security
A. Implementation of SSL Certificates for mail transfer protocols.
B. User authentication via external LDAP and/or Microsoft Active Directory Service.
C. SMTP Authentication.
D. Clustering / High-Availability.
E. Hierarchical Storage Management (HSM).
F. Setup of DomainKey Identified Mail (DKIM) and Sender Policy Framework (SPF)
3. Submission of requests for enhancements
4. Installation of latest updates and patches.
ANNEX B. SUPPORT CONTACT POINTS
For support contact points, kindly click this link: Contact.
ANNEX C. SUPPORT PROCESS WORKFLOW
1. Process Definition
An “incident” is defined as “an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident, for example, failure of one disk from a mirror set.”
Incident Management is the process for dealing with all incidents; this can include failures, questions, or queries reported by CLIENT (usually via a telephone call) to URSI.
2. Incident Identification
Work cannot begin on dealing with an incident until it is known that an incident has occurred. Ideally, incidents should be resolved before they have an impact on users. CLIENT is responsible for raising support incidents to URSI via Phone Call or Email. Contact Information is detailed in Annex B. Support Contact Points.
3. Incident Logging
All incidents must be fully logged and date/time stamped, regardless of whether they are raised through an email or telephone call
Note: If URSI visits CLIENT to deal with one incident, they may be asked to deal with further incidents ‘while they are there.’ It is important that if this is done, a separate Incident Ticket is logged for each additional incident handled – to ensure that a historical record is kept and credit is given for the work undertaken.
All relevant information relating to the nature of the incident must be logged so that a full historical record is maintained – and so the incident has to be referred to other support group(s), they will have all relevant information at hand to assist them.
The information needed for each incident is likely to include:
4. Service Request
A service request is a pre-planned service procedure like a special project, or just plain preventative maintenance, rather than an unplanned incident. Request fulfillment is the process responsible for managing the life cycle of all service requests from the users. It is the process for dealing with service requests, many of them are actually smaller, or low risk. The purpose needed to fulfill a request will vary depending upon exactly what is being requested.
5. Incident Prioritization
Part of the initial logging must be to determine the severity of the incident, so that the exact type of the incident is recorded. This is described in Section 2-E Severity Levels.
6. Initial Diagnosis
URSI must carry out the initial diagnosis, typically while the CLIENT is still on the telephone – if the call is raised in this way – to try to discover the full symptoms of the incident and to determine exactly what has gone wrong and how to correct it.
If possible, URSI will resolve the incident while CLIENT is still on the telephone, but there is a prospect that URSI may be able to do so within the agreed time limit without assistance from other support groups. URSI should inform the CLIENT of their intentions, give the CLIENT the Ticket Number and attempt to find a resolution.
7. Incident Escalation
If URSI Service Desk believes that the incident can be resolved by URSI Level 2 Engineers faster, it should refer the incident to them.
If it is obvious that the incident will need much deeper technical knowledge – or when URSI Level 2 Engineers have not been able to resolve the incident within agreed target times (whichever comes first), the incident must be immediately escalated to the appropriate 3rd party vendor.
Note: URSI must work with the appropriate 3rd party vendor in the resolution of the incident.
8. Investigation and Diagnosis
In the case of incidents where the CLIENT is just seeking information, URSI should be able to provide this fairly quickly and resolve the service request – but if a fault is being reported, this is an incident and likely to require some degree of investigation and diagnosis.
Note: Valuable time can often be lost if investigation and diagnostic action (or indeed resolution actions) are performed serially. Where possible, such activities shall be performed in parallel to reduce overall time scales.
This investigation is likely to include such actions as:
9. Resolution
When a potential resolution has been identified, this should be applied and tested by the CLIENT. Even when a resolution has been found, sufficient testing must be performed by the CLIENT to ensure that the resolution action is complete.
10. Incident Closure
URSI should check that the incident is fully resolved and that the CLIENT is satisfied and willing to agree the incident can be closed. URSI should also check the following:
NOTE: URSI may choose to automatically close an incident if three (3) follow-ups via phone and email – are not answered within ten (10) business days. Despite all adequate care, there will be occasions when incidents recur, even though they may have been formally closed. Should a closed incident recur within a period of five (5) business days, the specific Support Ticket may be re-opened.
