LuxTech:GreenLight

GreenLight

Administration tasks would be performed remotely via a secure VPN and are defined as the following:

Housekeeping: Weekly maintenance schedule on the defined products in order to make sure the products are running efficiently. Example housekeeping tasks are shown below.

• Maintain Services
• Maintain Browsers
• Check for inconsistent MIBs and correct any inconsistencies where possible
• Check for duplicate/unwanted alarms and correct any deficiency by agreement
• Maintain efficient database
• Maintain views and update as required
• Maintain Polling Engine
• Maintain software licenses
• Maintain user accounts and update as required

Patch Management: Evaluate the suitability of patches to ensure that the products are kept up to date in order to resolve any known issues. This would be performed monthly or sooner if a critical patch is required.

Design/Test Backup Strategy: Set of tasks designed to ensure that, should there be any kind of failure within the system, all data is backed up (in line with your corporate backup strategy) and that the service can be restored quickly.

• Ensuring all relevant application server configuration data is backed up
• Ensuring successful completion of backup

Restores: Ensure restore of the backup is successful. Should a restore be required LuxTech would work with you to manage the restore process and ensure the product is back in an operational state.

• Quarterly restores onto the LuxTech Test Environment

Health Checks: Quarterly health check of the products, with a report outlining the current state of the solution and recommendations of potential enhancements required to improve service.

On-Site Consultancy: Quarterly on-site consultancy day to work with your IT Team to perform skills transfer, workshops, installs/upgrades etc.

Service Reviews: Quarterly Service Review (QSR) held with you involving the LuxTech Account Manager and Technical Account Manager.

Reporting: Provision of agreed set of product based reports provided via a web browser.

Benefits:

The delivery of this Managed Service will provide your business with the following benefits:

• Existing staff are able to focus on core business activities without requirements to learn new products
• Lower total cost of ownership because the products are maintained and developed more efficiently
• Improved reliability and quality of the information being provided as product and patches are kept up to date
• Fast turnaround of enhancements
• One stop shop for all support, maintenance and enhancements to the products
• High quality cost-effective reporting on the availability and performance of the IT Infrastructure
• Expert advice on the new features available in each new product version
• Key Performance Indicator reporting enabling IT to demonstrate the business value delivered by service and support
• Consolidated contracts so there are fewer suppliers to manage
• No recruitment for additional staff is necessary, which involves management time and recruitment costs
• No in-depth training costs are incurred as no in-depth product training is required

An administration management service that provides a wide range of proactive services that will keep your service management solution up to date, healthy and delivering value to the business while minimising your time.

Business Needs

• Minimise IT Costs
• Reduce downtime
• Meet internal SLA’s
• Gain ROI on tool investment
• Prevent reinventing the wheel
• Free up staff to focus on business critical systems
• Simplify support contract administration

Solution

• Working remotely and locally
• Regular housekeeping
• Backup verification
• Regular health checks
• Regular status reports
• Consultative days on-site
• Patch updates
• Agent updates
• Telephone support
• Contract administration

Customer Benefits

• Greatly improved system uptime
• Greater return from investment
• Stop repeated investments
• Free up staff time and no additional resources required
• Reduced training costs
• Solutions fully up to date - quickly