1. Acquire hardware and software products and manage licenses and license compliance
2. Prepare equipment for installation in remote site
3. Arrange for delivery and installation of equipment with customer organization
4. Remotely perform preventative, scheduled and warranty-required hardware maintenance on the remote device.  This includes:
   • Monitor equipment conditions to ensure early recognition of likely faults
   • Plan and execute maintenance in conjunction with the application maintenance, SDC and customer approved time frames and support service time lines
   • Coordinate urgent maintenance activities after communicating with the SDC agencies
   • Test maintenance prior to release of hardware back into use
5. Remotely perform maintenance of Operating System and other SDC-supported software on the remote device (i.e., patching, upgrades, anti-virus checking, availability monitoring)
6. Provide physical access requirements associated with these devices and arrange for hands-on access to the device for maintenance that cannot be performed remotely from the SDC
7. Work with the customer to determine process for performing hands-on procedures
8. Consult with vendor technical support staff to escalate issues that cannot be resolved internally
9. Notify customers of requested customer and SDC upgrades and changes

1. Provide the following provisioning for remote equipment:
   • Racks or other suitable location for mounting/locating equipment
   • Power (including UPS) to equipment location
   • All facility wiring.  This includes but is not limited to power and network wiring.
   • Physical security of equipment
   • Appropriate climate control systems that maintain the proper temperature range, humidity level, and exposure to particulates (e.g., dust and mold) for the remote device.
   • Facility access for SDC technician/contractor when local presence is required
2. Determine where equipment will be located and determine which users will have access to the equipment
3. Provide availability requirements associated with these devices
4. Identify contacts who can provide observations and execute simple hands-on procedures at an SDC technician’s direction (e.g., can report which lights are lit; can shut down and start up devices)
5. Work with the SDC to determine process for performing hands-on procedures that are more complicated than those identified in the previous item (e.g., will customer staff or contractors be used; who are contacts for scheduling work)
6. Configure the equipment for customer use in consultation with SDC technicians.  Configuration tasks requiring broad systems authorizations (e.g., global sysadmin, SYSTEM) will be performed by the SDC
7. Define and implement security requirements within the applications that use these products including setting up and managing user access to these products and applications running under these products
8. Provide support for desktops, printers, out-of scope equipment, and other end-user equipment that interact with these devices
9. Monitor application performance
10. 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 per hit
11. Define and implement data security, backup, restore and reorganization requirements associated with the use of these devices
12. Provide impact analysis of proposed changes to SDC-managed infrastructure on the customer’s applications and end-user commitments
13. Test changes to SDC-managed infrastructure prior to release into production
14. Coordinate schedules of SDC-managed infrastructure changes so that important customer activities, (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes

• Remote device support
  
• Help for equipment in the field
  

Service levels to be provided in later revisions of this document.
 

Standard Change Management procedure is used.  If change requires hands-on work on remote equipment, SDC will arrange to provide support based on procedure worked out with customer. (See Customer Responsibilities #5)

Customer will be billed for direct (hands-on) maintenance service costs incurred by SDC on any specific problem

Draft - June 18, 2007