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Application Hosting Service Delivery

The DTS...

Service Level Management

The DTS Responsibilities - The DTS is responsible for :

• System Administration - procurement and contracts
• System Administration - installation, maintenance and upgrades
• System Administration - account management
• System Administration - disk management
• System Administration - backup and restore
• Facilities Management - physical facility (including electrical and physical security)
• Resource Management - The DTS monitors the utilization level for system resources. When system use levels approach predetermined limits, the data center will inform the customer of the additional resources that are needed to maintain application performance and allow for customer growth. The DTS will provide upgrades as requested or relocate the server to a platform that better suits the customer requirements.
• Availability Monitoring - The DTS provides server availability and performance monitoring through the use of native tools and third party products.
• Security Management - configure, monitor and ensure system security (including patch management)

Customer Responsibilities - The customer is responsible for:

• Resource Management - approval for additional resources when needed to achieve performance metrics
• Security Management - managing access and passwords

Capacity Management

As part of the standard Application Hosting service, the DTS monitors, analyzes, and updates, the Application Hosting infrastructure on an ongoing basis to ensure operational integrity and the ability to grow as needed. As part of the standard service the DTS also provides technology refresh, which includes procurement, installation, and provisioning to maintain technological currency for each of the standard (basic and add-on) components of the service provided by the DTS.

Contingency Planning

This section is reserved for a future version (see the DTS Service Catalog Vision).

Availability Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Financial Management

This section is reserved for a future version (see the DTS Service Catalog Vision).