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Service catalog

3.7 - Backups management

3.7 - Backups management Status: Service type: Description: IN PRODUCTION Package Ensure the existence of a database / servers backup, and secure business data. Standard service: This service includes an everyday database backup routine and its archive for a fixed duration choosed by the client. It includes the management of the transaction logs. Through this service, Smarthys commits to track backups and trigger alerts if an anomaly occurs. This service is included in the Cloud offer, that we invite you to consult for any technical detail. Cost of service: 2 working unit(s) by Units / Year Service level: (processing time) Working hours: Full save Logs save Databases Once per day Every 4 hours Servers Once per week Not applicable Not applicable Application perimeter: User Scope: Prerequisite: Implementation procedures: EPM databases Technical manager Validate database exploitation documentation EPM production application migrated to version 11.1.2.x Database exploitation documentation Deliverables: Activity report Request process: Ticket opening Monitoring Indicators: Processed backups number Exclusions:

3.8 - Backup restoration Status: Service type: Description: PROPOSITION Package Provide a database and/or server backup(s), and restore them. Standard service: This service includes: - Services shutdown, necessary for the restoration; - Backup recovering necessary for the restoration; - Database restoration; - Database restart; - Validation of the operation; - Copy application from one database to another; Cost of service: 2 working unit(s) by Restoration Service level: (processing time) White period 5h (outside system process time) Red period 3h Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: Deliverables: Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance EPM database Business manager / Technical manager Validate the database restoration procedure Database restoration Server restoration Incidents management Implementation chronogram Request process: Ticket opening of hotline call Monitoring Indicators: Not applicable Exclusions:

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