Managed Service Support

Activities Covered

• We will proactively initiate product support as required
• Respond to incidents to restore service
• Investigate the Root cause in appropriate cases
• Performance and SLA reporting (Details covered in Reports section)

Activities Covered

• Monitoring AR server performance
• Planned AR System definition backups
• Planning and execution of housekeeping and archiving activities
• Recommend changes to improve performance and implement those if it falls under minor enhancements category. If the recommendations requires more than one day effort then it will be considered separate billable project.
• Proactive patch management, (maintenance releases only)
• Remedy application performance monitoring as described below:
  • Workflow performance (Only if issues reported by Customer)
  • Queries

Activities Covered

• Workflow
  • Escalations
    
  • Adding/modifying/disabling Notifications
    
  • Addition of fields/or changing field labels / hiding fields
    
  • Assignment Configurations
    
• Data Configuration
  • Anything in Remedy Application Configuration. (Configuration Manager)
  • Drop down menus (CTI, locations, etc), user names / passwords
    
• Def and Static Data back ups
  
  • Remedy application level

Integrations
Integrations play a significant role in Remedy environments.  Wipro along with the Customers will identify the integration points to Remedy. Identified integration points are monitored from Remedy AR System side with agreed upon verification by the customer and Wipro, for data being received and sent to and from the Remedy system.  Specific integrations may require in depth analysis during the due diligence and Knowledge Acquisition Phase (KAP).

Administration
Day to day administration work will be handled by Wipro. Tasks like Adding / Deleting / Updating user privileges, changing user groups, changing login ids and passwords.

Activities Covered

• Add & delete users
• Add, delete & change user permissions

Configurations
Configuration changes at Remedy AR System & Applications level will be supported by Wipro. This would include changes like the default support email id, notification defaults, pager numbers, email ID’s etc.

Activities Covered

• Customizations to workflow, filters and forms
• Maintain existing integrations to other applications from Remedy AR System side which are covered under the contract.
  
• Knowledge Transfer, training and notification to Help Desk personnel on new configuration, functionality or features.

Documentation
Documentation will be kept up to date to reflect all the changes being made by Wipro.  This will include scripts, code, business process and other such changes being made to the system.  Customers will have access to complete documentation at all points of time in soft copy.

Remedy System Monitoring
Monitoring adds another layer of assurance.  In addition to the activities performed in the Managed Services offering the following will also be performed by Wipro. An open source monitoring tool will be used to perform monitoring activities if Customer’s monitoring tool is not available.

• Remedy System availability by login (once per hour with automated script in Managed BSM Services Offering only)
  
• Remedy License Usage and advise if additional licenses required
  
• Remedy Action Request System Server logs
  
• Remedy Email engine if configured

• Remedy Mid-Tier component
  
• JSP engine (Only monitoring of engine will be done and in case of JSP engine going down Wipro Support team will notify the Customer, no administration or maintenance work will be Wipro responsibility)
  
• Web server (Only monitoring of engine will be done and in case of Web Server going down Wipro support team will notify the Customer, no administration or maintenance work will be Wipro responsibility)

• Database Availability
  
• Database Connectivity

• OS Availability
  
• OS Events & Errors

• Network Availability

• Disk Space Monitoring
• CPU Utilization Monitoring
• Physical Memory Utilization Monitoring

Disaster Recovery Service
In the event of a serious service outage that is expected to continue for more than one working day, Wipro shall, in consultation with Customer, participate and support the Customer in the service continuity plan.

Reports
Standard GCC reports will be available to Customers online on GCC support portal on monthly basis.

Following are the Standard Reports available on the Customer portal.