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Service catalog

3.1 - Monitoring Status:

3.1 - Monitoring Status: Service type: Description: IN PRODUCTION Package Deliver indicators, alerts and reporting allowing to track activity on any EPM environment. Standard service: Monitoring includes : - Indicators and applicative performances KPI definition (10 distinct indicators maximum) - Alert definition and implementation, allowing to signal any applicative anomaly (triggered by one or more thresholds) - Scheduled reportings on indicators Through this service, Smarthys commitment is to proactively maintain your environments and applications, with a purpose : to propose regular optimizations and implement them after the client agreeds. Cost of service: 3 working unit(s) by unit / month Service level: (processing time) White period Not applicable Red period Not applicable Working hours: Not applicable Application perimeter: User Scope: Prerequisite: EPM application Business manager / Technical manager Validate tracking indicators (and their number) Validate alerts and their respective thresholds Install a monitoring software (Nagios, Accelatis, SmartMonitor, ...) Implementation procedures: Exploitation document Deliverables: Activity report Request process: Not applicable Monitoring Indicators: Exclusions:

3.2 - Exploitation Status: Service type: Description: IN PRODUCTION Package Process cleaning tasks on servers, databases or applications. Standard service: The maintenance plan includes logs archiving and cleaning, deletion of zero lines and a stop/start of the applications and servers. The main objective is to correct any regression that applications, servers and/or databases+ could suffer. The exploitation service includes the following actions: - Stop and start applications, servers or databases; - Logs cleaning; - Zeros deletion (only on applications); - Applying operating system patches (specific case); - Answer simple challenges (explanations / information on the existing configuration / ...) - Stopping a cluster node (i.e. for a software maintenance) Cost of service: 1 working unit(s) by unit / action Service level: (processing time) White period 4h Red period Not applicable Working hours: Application perimeter: User Scope: Prerequisite: Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance Every defined tasks on the exploitation document (except patching) Business manager / Technical manager Operating on a stable application Install a monitoring software (Nagios, Accelatis, SmartMonitor, …) Define the action in the exploitation document Implementation procedures: Exploitation document Deliverables: Not applicable Request process: Monitoring Indicators: Exclusions: Ticket opening of hotline call Processed actions number The following tasks are excluded : - Applicative patch installation; - Backup restoration; - Securities management.

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