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Service catalog

3.5 - Problems

3.5 - Problems management Status: Service type: Description: IN PRODUCTION Package Open a case and ensure that problem are tracked; Reduces downtime and prevents potential incidents. Standard service: This service includes process and tracking of problems, from different service providers : - In the case of a product bug: - editor case opening (requires to be declared and to have access to the client CSI) - provide if necessary any RDA diagnostic element; - Exchange with the editor support team; - In the case of a material failure (only servers and databases): - Changes proposition and evaluation; Smarthys commits to perform and pilot the technical and functional coordination. Cost of service: 6 working unit(s) by Ticket Service level: (processing time) White period Not applicable Red period Not applicable Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance EPM application Business manager / Technical manager Have a technical contact person available on-site (no remote access) Incidents management Problems management Deliverables: E-mail confirmation Ticket number related to the Oracle support team Request process: Monitoring Indicators: Ticket opening with a method to reproduce the bug Number of Oracle cases opened Exclusions:

3.6 - Patch implementation Status: Service type: Description: IN PRODUCTION Package Maintain the application to an optimal patch level, and minimize production issues number. Standard service: This service includes : - Installation of a patch in a test environment; - Technical and functional validation (for any applicative patch) of the environment (non-regression tests); - Installation of the same patch in production environment; - Operations documentation and recording Through this service, Smarthys commits to proactively maintain your environments, including a technical survey allowing to offer functional and technical evolutions of the product, and their implementation with the client agreement. Cost of service: 8 working unit(s) by Patch Service level: (processing time) White period To plan Red period Not applicable Working hours: Not applicable Application perimeter: User Scope: Prerequisite: Implementation procedures: EPM application Business manager / Technical manager Not applicable Changes management Database exploitation documentation Deliverables: Request process: Activity reports Documentation update CMDB update Ticket opening Monitoring Indicators: Exclusions: Not applicable System patch implemententation is a recurrent service operated by Smarthys every three months, included in the exploitation service.

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