| Licensed Software Products |
|
|
|
 |
| Description |
|
Applications Hosting - Licensed Software Products
This service applies to all licensed software products that a customer organization needs to provide functionality to its internal and external customers that have not been identified in specific term sheets. These are commercial off-the shelf (COTS) or Open Source applications; modified off-the shelf (MOTS) software, application tools, or integrated development environments developed outside the customer. Typically, these are business application products, but they could be utilities used by the customer for application development or providing a service unique to the customer. This term sheet applies to all licensed software products in Appendix A unless there is a specific term sheet for a licensed software product (e.g. Remote Access/Application Delivery Servers – Citrix).
Examples of products that fall in this classification are:
Product Name
|
Vendor
|
AIX
|
Linux
|
OS/400
|
Windows
|
Z/OS
|
Engineering Systems (All Products)
|
Bentley Systems, Inc.
|
|
|
|
X
|
|
MPLUS statistical analysis
|
Open Source
|
|
X
|
|
|
|
Remedy
|
Remedy
|
X
|
|
|
X
|
|
World Accounting
|
PeopleSoft (formerly JD Edwards)
|
|
|
X
|
|
|
(see Appendix A for additional products and associated utilities)
|
|
|
| SDC Responsibilities |
|
- Acquire products and manage licenses and license compliance
- Install on SDC-managed hardware platform with a basic configuration and test for basic operation (i.e., startup, shutdown, exercise toolbars and major commands) if products require special authorization (e.g., SYSADMIN, ROOT Level, products go in authorized libraries), or access to hardware located in the SDC in order to do so
- Maintain current product release levels
- Notify customers of requested customer and SDC upgrades
- Patch and upgrade products if products require special authorization (e.g., SYSADMIN, ROOT Level, products go in authorized libraries) to do so
- Maintain master software library including original media
|
|
|
| Customer Responsibilities |
|
-
Migrate applications into production environment on behalf of the customer
-
Determine which products will be used and determine which users will have access to the products selected
-
Install, configure, and maintain the product for customer use in non-production environments if the product does not require special authorization, or hands-on access to hardware located in the SDC in order to do so.
-
Define and implement security requirements for these products including management of user access to these products
-
Consult with vendor technical support staff to escalate issues that cannot be resolved internally
-
Monitor application package-level performance and availability
-
Provide estimates of resource utilization and expected growth (i.e., CPU, RAM, disk space, and network bandwidth), in terms of expected user hits per day, and average amount of data transferred
-
Define data security, storage, and backup and reorganization requirements associated with the use of this product
-
Perform impact analysis of proposed changes in SDC-installed products on the customer’s applications and end-user commitments
-
Test new capabilities in SDC-installed product changes prior to general release to customer’s users
-
Coordinate schedules of upgrades and product releases so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
|
|
|
| Who to Call |
|
Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
-
Licensed product installation
-
Support of customer application – licensed product
|
|
|
| Other |
|
Service Levels:
Service levels to be provided in later revisions of this document.
Special Change Management Procedures:
None
Related Policies:
None
Revision History:
Draft - June 18, 2007
|
|
|
|
