Easy Reference Responsibility Guide

Overview

This guide provides listings of the major responsibilities as defined in the IBM/CSG Master Statement of Work (MSOW). The content of this guide is subject to change, based on updated versions of the MSOW and other variables.

Supported Technologies

Backup and Restore

CSG will provide storage and backup services to enable customer to backup and restore customer data file systems residing on designated servers in an IBM e-business HostingCenter. CSG will select the backup management application and tools. A copy of all Customer identified file systems will be made to the media storage server. Backup agents for OS, Databases and Middleware will be utilized where applicable and IBM and/or the customer will provide licenses. Backups will be scheduled and processed within the backup windows, frequency and retention requirements as agreed with the Customer. Standard backups will consist of a weekly full system backup and daily incremental backups for the fully managed servers. Partially managed servers will be backed up on request, but not more than once a week. The Services provided herein should not be considered a replacement for appropriate disaster or business recovery plans. Disaster or business recovery services may be obtained under a separate agreement.

SAN Storage

Backup and Restore

Switch and Firewall

pSeries Servers running either AIX or Linux (Redhat or SuSe only)

xSeries Servers running either the Windows OS or Linux (Redhat or SuSe only)

Operating Systems:

Windows 2k, 2k3 and XP Professional (Native File Systems Only) (Does not include DataCenter)

AIX version 5.x.x or higher (Native File Systems Only)

IOS version 12.x

Redhat Linux version 9,ES3 and AS3 (Native File Systems Only)

Server Hardware:

IBM xSeries

IBM pSeries

Storage Hardware:

IBM FastT/DS400

IBM ESS (Enterprise Storage Server)

Storage Area Network (SAN):

McData

IP Networking:

Cisco

Firewalls:

Checkpoint NGAI

Cisco Pix version 6.3.x

Infrastructure Related Software:

Citrix Metaframe XP

VMWare ESX Server 2.1.1

Shavlik 4.3.0.1

Symmantec Anti-Virus 9

Data Management:

TSM version 5.2.x

Clustering Software:

HACMP version 5.x

Microsoft Windows 2k3 Server - Enterprise Edition (MSCS)

Microsoft Windows 2k (MSCS)

Data Replication:

NSI Doubletake for Windows only environments

Service Responsibilities

CSG Pre-Sales Team

Will act as the technical team for a specific customer opportunity.

CSG PE (Project Executive):

Will act as the focal person for the relationship between CSG and IBM.

CSG PM (Project Manager):

Will act as the focal person for the delivery of installation Services for a Customer’s WO.

Switch and Firewall

CSG will provide the installation and ongoing management of switch and firewall as defined in a Work Order to enable network connectivity and security between components of Customer’s hosting environment at an IBM e-business HostingCenter.

Managed Servers

CSG will provide installation and ongoing management of server Base Components specified in a WO at a selected IBM e-business HostingCenter. Following installation and prior to CSG beginning ongoing management, Customer may request root access for a limited period of time, solely for the purpose of loading and configuring Content. CSG will not begin ongoing server management until Customer returns sole root access to CSG and CSG verifies that the environment is stable.

Partially Managed Servers

CSG will provide installation and “partial ongoing management” for servers designated as “test” and/or “QA” servers for each customer environment. The customer, for testing purposes for applications, databases, hot fixes, OS patches, software upgrades, etc., will use these servers. IBM may encourage customers to include such servers in their environment.

Monitoring of Managed Base Components

CSG will install software components to enable monitoring of the server components specified in a Work Order. On a 24x7x365 basis, CSG will: (i) monitor NICs, (ii) monitor selected operating system thresholds, logs and processes; (iii) respond to exceptions and alerts, perform problem determination, attempt problem resolution; iv) determine if there are patches available for the OS: v) apply patches to the OS that are approved by Customer; (vi) notify Customer when Customer intervention or decisions are required.

Monitoring of Partially Managed Base Components

CSG will not install software components to enable monitoring of the server components specified in a Work Order. CSG will not: (i) monitor NICs, (ii) monitor selected operating system thresholds, logs and processes; (iii) respond to exceptions and alerts, perform problem determination, attempt problem resolution (iv) monitor for hardware predictive failure analysis alerts and (vii) notify Customer when Customer intervention or decisions are required.

Security Management

CSG will have responsibility for day-to-day logical security management for the firewall(s), switches and servers dedicated to a Customer’s environment

Managed SAN Fabric

CSG will provide installation, configuration and ongoing system administration and management support services for the SAN Fabric Base Components (“SAN Fabric”) identified in the WO. CSG will zone the SAN switches as necessary for security. CSG retains sole root/administrative access (privileged access with authority to perform system-level functions or security administration) in order to perform installation and ongoing management services for the SAN Fabric.

Managed SAN Storage

CSG will provide installation and ongoing system administration and management support services for the San storage device components identified in a Work Order. Disk space will be allocated by CSG based upon Customer provided specifications. Customer will be responsible for populating the files and databases and for all Content. CSG retains sole root/administrative access (privileged access with authority to perform system-level functions or security administration) in order to perform installation and ongoing management services for SAN Storage. However, following installation and setup and prior to CSG beginning ongoing management, Customer may request to be provided with root/administrative access for a limited period of time, only for the purpose of loading and configuring applications, databases, clusters and Content and for all database administration tasks. Ongoing management services will not begin until Customer turns sole root/administrative access back to CSG.

Pre-GA Phase

The amount of system administration assistance beginning at SOR turnover and continuing up until the GA date (Implementation Assistance Period) for “medium” customers or smaller (see attachment B, “pricing”) includes up to 10 hours per server, per month cumulatively. “Large” customers include 5 hours per server, per month cumulatively. Any support required above and beyond the levels listed above is subject to additional charges. CSG Tasks include:

1.Implement, configure and fine-tune all hardware and infrastructure support software required to support a Customer’s server, backup, firewall and switch environments

2.Create, update and maintain a “golden image” consisting of the OS with applicable patches and the required tools.

3.Provision the primary and alternate VPN connections from the CSG location to the IBM data center.

4.CSG will provision VPN devices for each of the VPN connections at both the CSG location as well as the IBM data center for CSG to use to access the servers at the IBM hosting facility. This excludes any Customer VPNs.

5.CSG will provision all of the non-IBM software and tools required to administer and manage a Customer’s hosting environment. The client license costs and maintenance costs for these tools will be part of CSG’s price to IBM and included in the prices set forth in Attachment B.

6.Provision IP addresses for the VPNs.

7.Provision IP addresses at the CSG location.

8.Test monitoring, vulnerability detection, threshold management, LAN management and alerts.

9.Setup, document, configure and manage a common backup solution for small and medium customers.

10.Define the requirements and restrictions of the common backup solution.

11.Test reporting.

12.Test backups and restore.

13.Test SAN and FastT storage management tools.

14.Test web portal.

15.Define the floor space requirements for a cage and associated power.

16.Rack and stack the equipment provisioned by IBM.

17.Creating and maintaining a Visio diagram of the environment..

These tasks will be performed at no cost to IBM.

One Time Charge Installation Includes The Following

  • Installation and configuration of “logical” xSeries or pSeries Server instances
  • Installation and configuration of firewalls
  • Installation and configuration of Operating Systems
  • Installation and configuration of Microsoft cluster services for servers running a Windows OS
  • Installation and configuration of load balanced Citrix server farms
  • Installation and configuration of VMware
  • Installation and configuration of IBM Director
  • Installation and configuration of FastT SAN storage controller
  • Installation and configuration of SAN fabric
  • Installation and configuration of tools
  • Verify connectivity to all components, including back-up systems
  • Pre-sales engagement including verification of configurations, attending QA meetings and creating all associated documents and diagrams. This includes tasks such as telecommunications engineering, security analysis, architectural design, Visio drawings, environmental elements, and overall information gathering
  • Travel and Living expenses for standard installations.

Monthly Recurring Charges Include The Following

  • Monitor base hardware thresholds including: disk storage utilization, CPU utilization and memory utilization.
  • Monitor base operating system thresholds
  • Provide alerts based on the standard settings provided
  • Take corrective action to resolve monitored alerts
  • Administer backup operations including:
  • Monitor backup status
  • Perform physical swapping and tape handling procedures in Atlanta, GA, if IBM is unavailable
  • Initiate restore requests
  • Maintain firewall rules
  • Maintain required documentation for base hardware and operating systems
  • Provide onsite assistance for loading physical media for customers
  • Monthly reporting via Web portal including
  • SLA reports
  • Backup reports
  • Maintain 24 x 7 x 365 help desk support
  • Maintain problem tracking and resolution management
  • Provide root cause analysis for critical issues
  • Provide Microsoft operating system patches
  • Provide anti virus software and updates
  • Administer the storage area network switched fabric; allocate and zone according to established standards
  • Provide interface to IBM support and CMC
  • 15 minute support callback for priority one tickets
  • Onsite support within 4 hours
  • Administrators will be at the office during normal business hours (8 am to 5 pm Monday through Friday, excluding Holidays, Eastern Time) and will be paged as needed after normal business hours.

Additional Service Tasks

  • CSG will provide a list of personnel who are authorized to call the IBM Help Desk.
  • CSG will open a problem ticket with IBM as needed to obtain local operational support.
  • CSG will track the incidents to final resolution.

Overall commitments or Agreements with IBM

Availability Service Level Agreement (SLA)

CSG will provide the following availability Service Level Agreement (“SLA”) for the Services provided by CSG and for all of the devices managed by CSG:

•For all Managed Devices (including firewall(s) and switches) that are not clustered or configured in a high availability configuration, the SLA Target Percentage is a minimum of 99.7 per cent.

•For all Managed Devices (including firewall(s) and switches) that are clustered or configured in a high availability configuration, the SLA Target Percentage is a minimum of 99.9 per cent.

•15 minute support call back for severity one (1) outages for the devices managed by CSG. This is the SLA Target for callbacks.

•On-site support within four (4) hours when CSG on-site support is called for. This is the SLA Target Percentage for on-site support at the IBM e-business hosting center in Atlanta, GA.

Customer care

a.CSG will provide a web-based form for authorized Customer or IBM representatives to submit problem notifications, change requests and service requests online. CSG will also provision a toll-free number (in the U.S.) to receive the problem notifications, change requests and service requests 24x7x365 from authorized Customer representatives. Requests may also be made via e-mail.

b.CSG will document Customer or IBM internally generated call identification data in their Customer Care system.

c.CSG will provide monthly reports showing service request, resolution, call aging data, and other call report information.

d.CSG will direct Customer calls, as appropriate, to a CSG technical specialist, coordinate problem determination, attempt resolution, perform root cause analysis, make ticket history available via the web portal and log and track calls to closure.

Technical Due Diligence Period

A two (2) week technical due diligence period commencing within two (2) weeks following the contract signature is required (for large customers, this time period may be increased). During this technical due diligence period the Customer and CSG technical teams to work together and determine more specific detail regarding networking, firewall, server, SAN, backup and monitoring installation, configuration and management details, settings, rules, and the schedules and thresholds to be monitored.

Any changes as a result of the technical due diligence period will be handled as follows:

a.Any delays in the procurement of equipment will be documented in the project plan by the CSG PM and communicated to the IBM PM in a timely manner.

b.Any delays in the procurement of equipment will be communicated by the IBM PM to the Customer in a timely manner

c.Any delays in the schedule will be documented in the project plan by the IBM PM and communicated to Customer in a timely manner; and

d.Customer and IBM will use the PCR to make any changes.

Customer Care

IBM will provide a toll free number (inside the US) to receive problem notifications and service requests 24x7x365 for authorized customer representatives for base components specified in exhibit A and attempt to resolve service requests on the first call such as:

Password resets; Access control for authorized customer representatives following the established process; Starting and stopping of services

IBM will direct customer calls, as appropriate, to an IBM technical specialist, coordinate problem determination, attempt resolution within IBM, and log and track calls to closure. IBM will assign the following priority levels to each reported problem:

a.Priority One – Critical impact problem that makes the environment unavailable to conduct business

b.Priority Two - Emergency Request; ability to conduct business is not being affected, however due to other business driving decisions, this request needs to happen as quickly as possible. Each customer is only allowed five (5) emergency requests per month

c.Priority Three – Major impact or a serious problem, however the environment can still be used

d.Priority Four – minor impact or a question

Customer and IBM will use the PCR process to make any changes that involve additional costs.

Emergency Change Requests (Priority (2) Two)

Although there are no limitations to the number of change requests, the number of emergency requests will be limited to five (5) per month, per customer, per every 50 servers, after the servers have been turned over the CSG for monitoring, including emergency requests for administrative rights.

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Confidential & Proprietary