managed services catalog

CONFIDENTIALITY AGREEMENT The contents of this document are private and for internal use and shall not be disclosed to any person.

MANAGED SERVICES CATALOG

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INTRODUCTION The Aldridge Company is a technology management, consulting, and outsourcing company, based in Houston, Texas. With a winning combination of professional technical experience, extensive capabilities, and a strict focus on the

importance of business processes, The Aldridge Company is a successful IT Solutions Provider.

Aldridge provides enterprise-level management of Servers (virtual and physical), PCs, and networks coupled with rapid

accurate technical support to users of all levels. In addition, Aldridge operates and manages Data Center facilities offering fully-redundant, secure hosting of servers. The Aldridge Company has been creating custom IT solutions since

1984.

CORE FUNCTIONS

Each of the Services provided by The Aldridge Company is dependent on the successful operation of the Core Functions. These functions are the methods by which The Aldridge Company is able to provide consistent, efficient, and outstanding

Managed Services incorporating swift, meaningful action and best-fit solutions. Additionally, these Core Functions serve

as governance over the relationship between The Aldridge Company and its Client. These Core Functions provide the necessary philosophical and tactical components required to effectively support and maintain each of the available service

offerings and their components. The features of the Core Functions as well as the governing element of Responsibility for all Managed Services are defined below. “Responsibility” means to address/handle and be accountable for the designated

item or service.

CLIENT ON-BOARDING The Aldridge Company has a very methodical, new client on-boarding process that allows our organizations to better get

acquainted with each other while performing a business technology discovery and assessment and the necessary technology documentation.

Responsibilities Aldridge Client

Schedule a Kick-off meeting between Aldridge and Client X X

Prepare a Welcome Kit and conduct an Orientation Meeting with Client Staff X

Document Network Components X

Install all necessary software and tools to covered devices X

Perform a baseline network and security assessment X

Provide on-site transition services during the first 60 days X

Provide retention requirements for all services which include backup X

FULL SERVICE DESK The Service Desk provides the user interface with Information Technology (IT) to register, communicate, dispatch, and

analyze all calls, reported incidents, service requests, and information demands. Specifically, the Service Desk is responsible for becoming the Single Point of Contact for processing all user requests by using a Professional Services

Automation software and providing up-to-date information and assistance to users.

The Service Desk triages all requests according to priority, and the success of the Service Desk is measured based on the Service Level Agreement for each priority. It provides complete end to end Service Desk management including

reporting, planning and advisory, implementation and configuration, availability, management, maintenance and support,

backup and recovery. It acts as the “gateway” for any required services. The Service Desk is responsible for taking the request and owning it for the user until the issue is resolved.

The Service Desk serves all Priority tickets from 7:00am through 7:00pm Central Time. The Service Desk serves Priority 1

and Priority 2 tickets 24x7x365.

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The nature of this Core Function requires responsibilities to be shared between Aldridge and Client.


Provide adequate staff resourcing X

Provide the Service Desk structure X

Provide request classification and prioritization X

Set the frequency of reporting and review of service desk processes X

Maintain complete archive of Service Desk records X

Highlight service gaps and suggest corrective actions X

Communicate request status and progress between user and tech X

Provide an initial assessment of requests and work to resolution X

Receive calls and provide first line Client liaison X

Provide monitoring escalation relative to SLA X

Manage request lifecycle X

Communicate service level changes X

Coordinate second level support X

INCIDENT MANAGEMENT Incident Management is handled by the Aldridge Network Operations Center and includes coordinating the restoration of

service during incidents. The hours for Incident Management are 24/7/365. An 'Incident' is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption of or a reduction in the quality

of the service.


Provide Incident handling X

Provide Level II and Level III support for incidents X

Provide functional (business impact) vs. hierarchical escalation X

Provide priority assignment of incidents X

Identify relationship between incidents, problems, known errors, RFCs X

Provide incident detection and recording X

Provide classification and initial support X

Provide investigation and diagnosis of incidents X

Provide incident resolution and recovery X

Provide incident ownership, monitoring, and tracking X

Provide restoration of missing files/systems from backup X

PROBLEM MANAGEMENT Problem Management seeks to maximize IT service quality by performing root cause analysis to rectify what has gone

wrong (recurring incidents) and to prevent future occurrences. The hours for Problem Management are Business Hours.

The success of Problem Management is measured by specific Key Performance Indicators (KPI) on the Service Level Agreement. A 'Problem' is the unknown cause of one or more incidents, often identified as a result of multiple similar

incidents.


Provide problem identification and recording X

Provide problem classification X

Provide problem investigation and diagnosis X

Provide error identification and recording X

Provide error assessment X

Provide error resolution and recording X

Provide error closure X

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Provide trend analysis X

Provide targeting preventative action X

Conduct major problem reviews X X

CHANGE MANAGEMENT Change Management seeks to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. The goal is to minimize the impact of change-related problems upon IT

service quality. The hours for change management are 24/7/365.


Provide and maintain the Request for Change (RFC) Process X

Provide standard change metrics X

Provide Client-specific change metrics X

Provide standard critical outage plan X

Provide Client-specific outage plan X

Plan the implementation of operations processes X

Maintain a Change Advisory Board (CAB) and facilitate CAB Meetings X

Provide logging and filtering for changes X

Perform change categorization X

Provide impact and resource assessment of changes X

Build change plan and provide testing and implementation X

Provide technical change approval X

Provide final change approval X

Provide change scheduling X

Provide post-change review process for changes X

Provide continuous review of efficiency and effectiveness of Change processes

X

Provide problem and/or error resolution X

CAPACITY & PERFORMANCE MANAGEMENT This is the process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver

agreed Service Levels in a cost effective and timely manner. Capacity Management considers all resources required to

deliver the IT Service and plans for short, medium and long-term business requirements.


Provide advisory for solution planning X

Provide monthly report of device performance X

Provide monthly report of device capacity X

Provide 3,6,9,12 month business strategy from which to draw future IT

needs X

SECURITY MANAGEMENT Security Management implements and manages conformity to Client-provided legislative requirements regarding privacy,

insurance policies and SLA's and creates a secure environment regardless of external requirements. It is composed of the

processes and procedures required to maintain secure access and deal with potential security breaches and the security updates required to maintain the environment.


Provide control security of organization X

Assess classification and control procedures of organization X

Provide accountability for assets X

Provide personnel security X

Provide (for) physical and environmental security of all equipment X

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Provide communications and operations management of security X

Provide access control to IT equipment and environment X

Provide audit, evaluation, and security review of all IT systems X

Outline each users’ responsibilities for use of IT environment X

Provide security systems development and maintenance X

Provide standard security requirements for systems X

Provide Client-specific security requirements for systems X

Maintain compliance and legal requirements X

ADVANCED MONITORING MANAGEMENT Monitoring electronically watches equipment, services and processes based on defined industry best practices and

metrics. Alerts are generated and acted upon accordingly when the device status indicates a warning or failure event.


Identify monitored devices, services, and events X

Identify event criticality and polling intervals X

Verify monitoring with business requirements X

Provide management of best practice device monitoring sets X

Provide monitoring of alerts and escalation to Incident/Problem

Management X

Maintain all necessary monitoring systems X

Provide regular reviews and business communication X

Provide regular monitoring & notification to Service Desk of Incidents X

Provide automatic monitoring of device thresholds X

Report monitoring and device anomalies X

QUALITY ASSURANCE Quality Assurance works to define and enforce a set of policies, processes, and procedures required for continued

planning and execution. Furthermore, Quality Assurance provides the ability to identify, measure, control and improve core business processes and service offerings ultimately resulting in an overall improvement to business performance,

customer relationships, and employee satisfaction.


Provide initial planning activities for regular Quality Assurance Reviews X

Coordinate with business requirements X

Provide acceptance of risk and definition of key information X

Maintain quality objectives and processes X

Complete QA task list at listed frequencies X

Complete annual Quality Assurance Reviews X

Provide regular reviews and business communication X

Provide continuous service improvement X

PROCUREMENT & INVENTORY SERVICES The Aldridge Company is a provider of hardware and software to its Clients. Procurement Services leverages our service-

oriented approach to match the Client’s specific product needs with a diverse and comprehensive list of the industry’s top manufacturers. Procurement Services are designed to be a complete end-to-end solution removing the burdens of

product choice, logistics, warehousing, and delivery.


Provide business requirements and needs X

Provide technical specifications, requirements, and needs X

Provide Product Quote prior to any hardware/software purchase X

Provide acceptance (electronic or written) of quote prior to purchase X

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Coordinate all logistics for shipping, pre-work, warehousing and delivery X

Provide inventory storage until equipment is needed X

Coordinate installation or integration with the Service Team X

ACCOUNT MANAGEMENT The Aldridge Company believes that Information Technology is a strategic component of success for every department in every business in today’s world. Account Management is designed to always keep the needs of the business and the

services that Aldridge provides in alignment.


Provide business requirements and needs X

Conduct an Annual Business IT Assessment of all users in Client

organization X

Review and analyze data from Annual Business IT Assessment to develop an

Action Plan for the next 12 – 18 months X

Provide feedback on the Action Plan and associated budget X

Conduct Scheduled Business Reviews during the year to ensure that items

on the Action Plan are completed X

Introduce new services and technologies that have potential benefits to Client organization X

MANAGED SERVICES The Aldridge Company’s Managed Services are the building blocks for Complete IT Management, a custom package that

helps keep Client’s business’s technology running securely and reliably. Each of the Managed Services offerings depends upon The Aldridge Company’s Core Managed Services Functions (Core Functions) for a baseline of responsibility and

action.

STANDARD WORKSTATION MANAGEMENT (USER HELP & SUPPORT)

The Aldridge Company’s Standard Workstation Management offering is designed to provide the support and delivery of user workstations in a Client environment. Standard Workstation Management is a package of fully managed services to

provide availability, performance, maintenance and support.

Included Software Applications

Application Description

Anti-Virus Centrally managed anti-virus software

Anti-Malware Centrally managed anti-malware software

TAC Agent Remote monitoring and management agent on each workstation

Asset Tracking Online portal displays all active assets and associated details

In Scope Tasks & Responsibilities

Service Task Description

Configure Device Configure all hardware settings

CPU Install, remove, and move CPU’s

Disk Install, remove, move, and rebuild RAID arrays associated with hard disks

I/O Card Install, remove, and move I/O cards

Memory Install, remove, and move memory

Power Supply Install, remove, and move power supplies

System Board Install, remove, and move system boards

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Upgrade Firmware Update or upgrade version of microcode or firmware

Power Cycle Physically or remotely power down and up

Inspect Equipment Physically inspect external condition of equipment and report as requested

OS Level Upgrade Apply Service Packs (OS patch bundles)

OS Patch Apply single OS-level patches

OS Version Upgrade Upgrade OS to new version

TAC Agent Install and maintain TAC Management agent on each managed workstation

Remote Access Install and maintain secure remote access to each managed workstation

Security Hardening Apply security hardening updates in accordance with best practices

Security Rules Add, remove, modify data security policies and rules

CPU Utilization Investigate and report anomalous CPU utilization

Event Viewer/Logs Investigate and report anomalous messages in Event Viewer or log files

Disk Utilization Investigate and report anomalous Disk utilization

Memory Utilization Investigate and report anomalous Memory utilization

Connection Failure Investigate and report any failure to connect

File System Capacity Investigate and report file system capacity exceeding threshold

Process Down Investigate and report runaway process

System Failure Investigate and report OS failure, kernel panic, and system crash

System Restart Reboot or restart workstation

Swap Utilization Investigate and report anomalous swap space utilization

OS Build & Image Perform initial build of image of OS on new workstation

OS Rebuild Rebuild on existing workstation from valid image

The nature of this service offering requires responsibilities to be shared between Aldridge and Client.


Provide standard specification and build documentations X

Provide Client-specific specification and build documentations X

Maintain equipment list in configuration listing (available on Client Portal) X

Resolve reported or detected hardware failure X

Monitor event viewer in accordance with monitoring services guide X

Provide Aldridge with root/administrator username and passwords for Client-

provided equipment X

Perform initial OS installation and configuration X

Perform continuous assessment of vendor recommended critical patch

updates and apply according to patch schedule X

Manage OS security privileges X

Provide or contract for properly designed OS backup procedures X

Install and maintain anti-virus software on all managed workstations X

Maintain control of root/administrator usernames/passwords X

Manage Client owned licenses, warranty and support contracts

X

Maintain inventory of existing Microsoft licenses provided by Aldridge X

Maintain compliance with EULA X

Engage contracted maintenance vendor on hardware or software failures X

Notify Client of response or lack of response from maintenance vendor X

Schedule vendor when performing tasks on vendor supported equipment X

Special Restrictions

Client-purchased workstations must be delivered to Aldridge for a standard image and network integration to be covered. Replacement of up to 3% of the workstations (rounded to the nearest number) are covered in-scope. Additional

replacements are out of scope.

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BASIC WORKSTATION MANAGEMENT The Aldridge Company’s Basic Workstation Management offering is designed to provide the minimum level of flat-fee support of user workstations in a Client environment.










TAC Agent Install and maintain TAC Management agent on each managed workstation




The nature of this service offering requires responsibilities to be shared between Aldridge and Client.



Maintain equipment list in configuration listing (available on Client Portal) X

Monitor event viewer in accordance with monitoring services guide X






Install and maintain anti-virus software on all managed workstations X


Maintain inventory of existing Microsoft licenses provided by Aldridge X

Maintain compliance with EULA X

PRINTER/MULTI-FUNCTION DEVICE MANAGEMENT The Printer/Multi-Function Device Management offering is to provide the support and delivery of networked and personal printer devices and associated components.



Configure Device Configure all hardware and software settings for use in Client environment

Upgrade Firmware Update or Upgrade version of microcode or firmware on device

I/O Card Install, remove, reseat, troubleshoot I/O card in device


Power Supply Install, remove, and move power supply

Move Device Relocate device (within the same office location) and re-connect

System Restart Reboot or restart device

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Connection Failure Investigate any failure to connect to device

Inspect Equipment Perform physical inspection of equipment by request

Enter Commands Enter specific commands at the device requested by third-party

The nature of this service component requires responsibilities to be shared between Aldridge and Client.


Maintain vendor maintenance contracts on MFD equipment X

Provide standard configuration documentation X

Provide Client-specific configuration documentation X

Provide LOA for Client-provided maintenance contracts X

Maintain equipment list in configuration listing (available on Client portal) X

Engage contracted vendor on hardware and/or software failures X

Manage print security privileges X

Schedule vendor to perform maintenance on device X

SMART DEVICE MANAGEMENT The Smart Device Management service offering provides the daily support and delivery of industry standard mobile

devices and associated components. The Device Management Services Component of Smart Device Management provides for the daily support of smart device configuration and troubleshooting.



Configure Device

Configure hardware and OS for phone calls, business-related applications, and

email/calendar/tasks use

Backup Device Back-up and restore user’s contacts on mobile device

Update Update or upgrade version of device operating system

Applications Install and configure Client applications (e.g. Citrix, Exchange)

TAC Agent Install and maintain TAC Management agent on device

Security Wipe Perform full security wipe of mobile device

Locate Device Enable location-tracking software to locate device, if requested



Maintain equipment list in configuration listing (available on Client portal) X

Maintain installed application listing for mobile device X

Deploy email settings to device upon initiation X

Install TAC Management Agent on mobile device (not available for BlackBerry) X

Provide geo location tracking (device compatibility required) for location of

device in the event of loss or theft (not available for BlackBerry) X

Send alarm to device to assist user in locating device (not available for

BlackBerry) X

Remote lock and/or wipe features in the event of loss or theft X

Provide or contract for BlackBerry Enterprise Services Software for the management of BlackBerry devices X

STANDARD SERVER MANAGEMENT

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The Aldridge Company’s Standard Server Management offering is designed to provide the support and delivery of servers in the Client’s environment. Server Management is a package of fully managed server services providing availability,

performance, maintenance and support.










CPU Install, remove, and move CPU’s

Disk Install, remove, move, and rebuild RAID array’s associated with hard disks





Upgrade Firmware Update or Upgrade version of microcode or firmware




OS Level Upgrade Apply Service Packs (OS patch bundles)


OS Version Upgrade Upgrade OS to new version



CPU Utilization Investigate and report anomalous CPU utilization

Disk Utilization Investigate and report anomalous Disk utilization

Memory Utilization Investigate and report anomalous Memory utilization

Connection Failure Investigate and report any failure to connect to server


Process Down Investigate and report process failure, down process, or runaway process


System Restart Reboot or restart of OS

Swap Utilization Investigate anomalous swap space utilization

File System Create, delete, modify and move file systems

Integrate

Configuration Install DNS, DHCP, FTP, HTTP, SMTP, Sendmail, etc.

Monitor Configuration Install and configure OS monitoring agent

Monitoring Provide monitoring of servers according to the Monitor Services Guide

OS Build Perform initial build of OS on new server

OS Rebuild Rebuild on existing server

OS Patch (Test) Apply Critical OS patches to test group

OS Patch (Production) Apply OS patches from test group to production group



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Secure Hardware Maintenance Agreements for Client-provided equipment X

Secure Hardware Maintenance Agreements for Aldridge-provided equipment X

Configure hardware RAID for OS and program files X

Provide maintenance agreement change notification unless agreement is

purchased through Aldridge. X



Maintain equipment list in configuration listing X


Monitor hardware in accordance with Monitoring Services Guide X

BASIC SERVER MANAGEMENT The Aldridge Company’s Basic Server Management offering is designed to provide the minimum support of servers in the Client’s environment. Server Management includes a package for fully managed server services providing availability,

performance, maintenance and support.
























Perform continuous assessment of vendor recommended OS critical patch



Provide or contract for properly designed OS recovery procedure X

Install anti-virus on all Managed Windows Servers X


Monitor OS in accordance with Monitoring Services Guide X

Provide connectivity to device X

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Provide monthly patch window for deployment of patches X

Provide Client-specific startup/shutdown procedures X

STANDBY BACKUP MANAGEMENT

Included Hardware & Software

Hardware

Software Description

Standby Unit On-site server-style appliance that serves as a data protection device

Backup Software Centrally managed file and image backup software on appliance




Configure Backup Job Configure all backup jobs

File Restores Perform file and folder restores for deleted or missing files

Test File Restores Perform quarterly restore testing of files and/or files, if requested

Full System Recovery Spin-up virtual instance of server from last full image backup

Image Restores Perform full image restore of system from running virtual server

Disk Replaced failed disks or disk subsystems

System Failure Replace unit in the event of hardware component failure

Upgrade Firmware Update or Upgrade version of microcode or firmware if needed



Logs Investigate and report anomalous log messages sent by system



Integrate

Configuration Maintain communication between unit and managed backup hosts

Monitoring

Configuration Install and configure OS monitoring agent




Secure Vendor Maintenance Agreements for Standby unit X

Configure hardware and integrate into customer network X

Provide standard recommendations for backup and retention scope X

Provide and maintain Client-specific backup and retention scope documentation X




Monitor backup jobs for completion X

Investigate all failed backups and resolve accordingly X

STANDBY BACKUP MANAGEMENT WITH OFF-SITE DATA PROTECTION

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Included Hardware, Software and Storage

Hardware

Software Description

Standby Unit On-site server-style appliance that serves as a data protection device

Backup Software Centrally managed file and image backup software on appliance

Cloud Storage Off-site, cloud-based storage for data replications




Configure Backup Job Configure all backup jobs

Configure Off-Site Configure necessary components to support off-site storage

File Restores Perform file and folder restores for deleted or missing files

Test File Restores Perform quarterly restore testing of files and/or files, if requested

Off-site File Restores Perform any restore from off-site storage if primary unit fails

Full System Recovery Spin-up virtual instance of server from last full image backup

Image Restores Perform full image restore of system from running virtual server

Disk Replace failed disks or disk subsystems

System Failure Replace unit in the event of hardware component failure

Upgrade Firmware Update or Upgrade version of microcode or firmware if needed



Logs Investigate and report anomalous log messages sent by system



Integrate Configuration Maintain communication between unit and managed backup hosts

Monitoring Configuration Install and configure OS monitoring agent




Secure Vendor Maintenance Agreements for Standby unit X

Configure hardware and integrate into customer network X

Provide standard recommendations for backup and retention scope X

Provide and maintain Client-specific backup and retention scope

documentation X




Monitor backup jobs for completion X

Investigate all failed backups and resolve accordingly X

Request file and/or folder test restores on a quarterly basis X

Perform test restores of files and folders when requested X

Configure off-site storage component of standby service X

NETWORK APPLIANCE MANAGEMENT The Aldridge Company’s Network Appliance Management offering is designed to provide support for non-standard network appliances that may exist within Client’s environment. Network Appliance Management includes maintaining the

device and its functionality on the network.

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Disk Install, remove, move, and rebuild RAID arrays associated with hard disks





Upgrade Firmware Update or Upgrade version of microcode or firmware


Remote Access Maintain secure remote access to each managed workstation

Connection Failure Investigate and report any failure to connect to the appliance


System Restart Reboot or restart of OS

Integrate Configuration Maintain devices integration into the existing network












Perform initial installation and configuration X



Manage device and connection account security privileges X


Provide or contract for properly designed OS recovery procedure X

Provide any non-standard startup/shutdown documentation X


Monitor OS in accordance with Monitoring Services Guide X

Provide connectivity to device X

Provide monthly patch window for deployment of patches X

Provide Client-specific startup/shutdown procedures X

VOIP SYSTEM MANAGEMENT



Configure Device Configure all hardware settings of system

Handset Configure all hardware and software settings of handset

Troubleshooting Troubleshoot and correct user connection problems

I/O Module Install, remove, and move I/O modules


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Update Software Update version of microcode, firmware, or operating system


Inspect Equipment Physically inspect external condition of equipment and report

Enter Commands Physically enter requested commands at the console



Connection Failure Investigate and report any failure to connect to system


System Restart Reboot or restart OS

Monitoring Configuration Install and configure system monitoring






Provide maintenance agreement change notification unless agreement is purchased through Aldridge. X






Provide Aldridge with root/administrator username and passwords for Client-provided equipment X

Perform initial voicemail and auto-attendant configuration and testing X

Perform continuous assessment of vendor recommended OS critical patch updates and apply according to patch schedule X

Provide any non-standard startup/shutdown documentation X


VENDOR MANAGEMENT

The Aldridge Company’s Vendor Management offering is designed to support the delivery of services offered within the Client’s environment by third party vendors. Vendor Management allows Client to bring vertically integrated (data, voice, wireless, audio/video) companies under a

common set of management by the Aldridge Service Team. Vendors are divided into two

categories (for pricing purposes): Tier I: Vendor provides services used by multiple users or multiple locations.

Tier II: Vendor provides services for a limited number of users or sites.



Negotiation Provide Client assistance in negotiation of service contract

Management Provide day-to-day management of vendor on behalf of Client

Procurement Procure new service and/or equipment on Client’s account with vendor

Warranty Exchange Facilitate warranty exchange of equipment with vendor

Troubleshooting Participate in troubleshooting as requested by vendor


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Initiate new and renewal requirement discussions for vendor to develop

proposals and pricing to provide service to Client X

Provide Letter of Agency (LOA), if required, to vendor naming Aldridge X Maintain vendor account associated with user line information for mobile

carriers X Negotiate terms and execute contracts and agreements for vendors’

services X

Supply payment to vendor X

Assist Client in resolving billing disputes with vendor X

Notify vendor that Aldridge has management responsibility for vendor X

Maintain the position as the Single Point of Contact (SPOC) between Client

and vendor for operational management X

Assist vendor in troubleshooting any user issue related to vendor’s service X

Add/remove, provision/deprovision vendor services as needed X

Identify and execute a communication plan for vendor service outages X

Identify risk factors for Client related to vendor provided services X

Review user satisfaction with vendor provided services X

Review service team satisfaction with vendor provided services X

Escalate non-resolved vendor issues to Primary IT Contact X

CLOUD SERVER REPLICATION MANAGEMENT The Aldridge Company’s Cloud Server Replication Management service offering provides support for the replication of virtual servers in the Client’s environment.



Provision Replication Software

Provision replication and management software to meet Client requirements

Configuration Changes Modify replication software configuration if path or host IP changes

Failover Testing Conduct quarterly failover tests upon Client request

Replication Failover Investigate replication or management failure or crash

Failover Activation

Upon successful authentication by the Service Desk and/or confirmation

by Client, initiate the failover process

Failover Testing Upon completion of failover, perform pre-determined testing to verify successful replication

Failover Troubleshooting Troubleshoot any problems arising after a failover activation



Provide standard replication requirements X

Provide Client-specific replication requirements

X

Provide and/or contract for production cloud server and target cloud server X

Provide replication for provisioned cloud server to the provisioned target

cloud server X

Provide and/or contract for bandwidth capable of supporting replication

between source and target X

Provision replication and management agents for source and target hosts X

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and all associated licensing

Provide and/or contract for any necessary third party replication software X

Provision source and target servers with operating system and applications

ready-for-replication X

Provide notice prior to any changes on source and/or target environments that might impact the replication operation X

Perform failover and/or activation X

APPLICATION REPLICATION MANAGEMENT The Aldridge Company’s Application Replication Management service offering provides support for the replication of

production in the Client’s environment.



Provision Replication Software Provision replication and management software to meet Client requirements

Configuration Changes

Modify replication software configuration if application, path, or host IP

changes

Failover Testing Conduct quarterly failover tests upon Client request

Replication Failover Investigate replication or management failure or crash

Failover Activation

Upon successful authentication by the Service Desk and/or confirmation by

Client, initiate the failover process

Failover Testing

Upon completion of failover, perform pre-determined testing to verify

successful replication

Failover Troubleshooting Troubleshoot any problems arising after a failover activation



Provide standard replication requirements X

Provide Client-specific replication requirements

X

Provide and/or contract for servers to host the production application and target application X

Provide and/or contract for application licensing as required by EULA for

production and target locations X

Provide replication for provisioned application to the provisioned target

application location X

Provide and/or contract for bandwidth capable of supporting replication between source and target X

Provision replication and management agents for source and target

applications and all associated licensing X

Provide and/or contract for any necessary third party replication software X

Provision source and target servers with application installation and

configuration to support replication X

Provide notice prior to any changes on source and/or target environments

that might impact the replication operation X

Perform failover and/or activation X

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APPLICATION MANAGEMENT

MICROSOFT EXCHANGE MANAGEMENT The Aldridge Company’s Microsoft Exchange (“Exchange”) Management service offering provides proactive administration, management, monitoring, reporting, and support for Exchange environments. Leveraging our technical expertise and

process discipline allows Client to improve Exchange system reliability while freeing up personnel to focus on more strategic initiatives.



Features Install and configure Microsoft Exchange component or new feature

DNS / MX Create, delete, and modify MX and DNS Records

Store/Storage Groups Create, delete, configure mail store/storage groups

Mail Connector Create, delete, configure Mail Connector

SSL Certificate Install and maintain Client or Aldridge administered SSL Certificate

Mail Routing Create, delete, modify mail routing parameters

Restoration Restore Information store and/or mailboxes backup.

Exchange Patch Apply Microsoft Exchange Software patch as recommended by Microsoft

Virus Outbreak Investigate and remediate the source of a virus outbreak

Security Breach Investigate and remediate security breach

Software Failure Investigate and remediate software failure or crash

Software License Failure Investigate software license failure

Connection Failure Investigate connectivity failure, inability to access OS or application

Service Failure Investigate failure of Exchange and network processes

Process Down Investigate Exchange process failure, process down or runaway process

Restart Services Restart Exchange services when necessary

Security Failure Investigate security failure, revoked user, blocked access, system compromised, etc.



Size necessary hardware and software to accommodate Client’s Microsoft

Exchange requirements X

Provision supported version of Exchange Software from vendor or contract

for supported version of Exchange Software from Aldridge’s software

Licensing Services offering X

Provide initial Microsoft Exchange Software installation specifications X

Provide detailed information about current email environment configuration

including: number of mailboxes, user names, distribution lists, aliases, mailbox size, desktop OS and location X

Provide or contract for a valid and registered top level domain name and

support for linking MX records and DNS records to managed servers X

Perform Microsoft Exchange Software installations and configurations as

required X

Identify end user application performance issues related to email delivery X

Identify and enforce mailbox size limits per Aldridge recommendations X

Identify and enforce message size limits per Aldridge recommendations X

Ensure that each desktop accessing the Managed Microsoft Exchange

environment is running a supported OS with a supported patch level, X

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unless Client contracts for Workstation Management

Provide approved Microsoft Exchange server based anti-virus, SPAM and

content filtering software X

Install and manage Client-provided and Aldridge approved Microsoft Exchange server based anti-virus, SPAM and content filtering software X

Install and configure Microsoft Exchange Software monitoring agents X

Monitor and report Microsoft Exchange application for availability X

Provide remedial support for Microsoft Exchange related incidents identified through monitoring or as a result of an incident reported by

Client X

Perform email user account creation and administrative related tasks X Provide email user technical support services, unless Client contracts for

Workstation Management X

Perform annual assessment of vendor recommended software release/version updates X

Notify Client of vendor recommended software maintenance

release/version updates and apply as requested X

Deploy vendor recommended critical security patch updates and apply as

requested X

Advise on logical backup & recovery of Exchange X

Maintain control of related administrative/service security password and

IDs, unless otherwise requested by Client X

Install and configure Exchange clustering on supported servers X

Perform requested service tasks as listed above X

CITRIX MANAGEMENT SERVICES

The Aldridge Company’s Citrix Management service offering provides proactive administration, management, monitoring,

reporting, and support for Citrix environments.



Citrix Re-build Re-build Citrix server in existing server.

Citrix Configuration Configure changes to Citrix parameters, OS, start-up

Publish Applications Publish any compatible Citrix applications

Citrix Patch Apply Citrix patches and hot fixes as needed

Citrix Upgrade Perform point release upgrades (i.e. Presentation Server 4.0 to 4.5)

Citrix Edition Upgrade Perform upgrade to new Citrix edition (i.e. Standard to Enterprise)


Process Down Investigate process failure, process down, or runaway process

Restart Application Restart Citrix application

Security Failure Investigate security failure; revoke user, blocked access, system compromised.

Software License Failure Investigate Software License failure

Citrix Receiver Install, configure and update the Citrix Receiver application



Install Microsoft Terminal Services Licenses provided by Client X

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Install the Citrix Concurrent User Connection licenses provided by Client X

Maintain Citrix Subscription Advantage Software maintenance X

Install Client owned Citrix application X

Publish Citrix “certified” Client owned applications X

Install and configure the database instance for Citrix Data Store X

Install Microsoft supplied default print drivers and the current Citrix

universal print driver X

Install and support third party print drivers X

Troubleshoot end user print issues X

Provide remedial support for Citrix related incidents identified through

monitoring or as a result of an incident reported by Client X

Configure Citrix Farms and Sub Farms, including Citrix load balancing and failover parameters X

Set up, maintain and distribute Citrix Client Software to End User X

Perform annual assessment of vendor recommended Software release/version updates upon request X

Provide Client a list of vendor recommended Software maintenance

release/version updates and apply X

Provide Client a list of vendor recommended critical security patch updates

and apply X

End User account administration X

Support for remote desktop support and/or roaming profiles X

Verification and validation of published applications and desktops X

Provide recommended Citrix backup policies X

Request implementation of Citrix backup policies X

Test and Verify Vendor implemented Tasks X

DOCUMENT MANAGEMENT APPLICATION SERVICES

The Aldridge Company’s Document Management Application Services offering provides proactive administration, management, monitoring, reporting, and support for Document Management systems (DMS).



DMS Configuration Configure changes to DMS parameters, OS, start-up

Publish Documents Publish any DMS Documents or Folders

DMS Patch Apply DMS patches and hot fixes as needed

DMS Upgrade Perform point release upgrades


Process Down Investigate process failure, process down, or runaway process

Restart Application Restart DMS application

Security Failure Investigate security failure; revoke user, blocked access, system compromised.

Software License Failure Investigate Software License failure

Client Install, configure and update the DMS Client application



Install the DMS licenses provided by Client X

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Maintain DMS software maintenance agreement X

Install DMS application X

Install and configure the database instance for DMS X

Troubleshoot end user DMS connection issues X

Provide remedial support for DMS related incidents identified through monitoring or as a result of an incident reported by Client X

Setup, maintain and distribute DMS Client Software to End User X

Perform annual assessment of vendor recommended Software release/version updates upon request X

Provide Client a list of vendor recommended Software maintenance

release/version updates and apply X

Provide Client a list of vendor recommended critical security patch updates

and apply X

End User account administration X

Provide recommended DMS backup policies X

Request implementation of DMS backup policies X

Test and Verify Vendor implemented Tasks X

MICROSOFT SHAREPOINT MANAGEMENT The Aldridge Company’s Microsoft SharePoint Management service offering provides proactive administration,

management, monitoring, reporting, and support for all SharePoint environments. Leveraging our technical expertise and process discipline allows Clients to improve their SharePoint system’s reliability while freeing up personnel to focus on

more strategic initiatives.



Features Install and configure Microsoft SharePoint component or new feature

DNS Create, delete, and modify DNS Records

MS SQL Databases Create, delete, configure MS SQL Databases

Mail Connector Create, delete, configure Mail Connector

SSL Certificate Install and maintain Client or Aldridge administered SSL Certificate

Mail Routing Create, delete, modify mail routing parameters

Restoration Restore SharePoint sites and site collections.

SharePoint Patching

Apply Microsoft SharePoint Software patch as recommended by

Microsoft

Security Breach Investigate and remediate security breach

Software Failure Investigate and remediate software failure or crash

Software License Failure Investigate software license failure


Service Failure Investigate failure of all SharePoint services and network processes

Process Down

Investigate SharePoint process failure, process down or runaway

process.

Restart Services Restart SharePoint services when necessary

Security Failure Investigate Security failure, revoked user, blocked access, system compromised, etc.



Size necessary hardware and software to accommodate Client’s Microsoft

SharePoint requirements X

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Provision supported version of SharePoint Software from vendor or contract for supported version of SharePoint Software from Aldridge’s software

Licensing Services offering X

Provide initial Microsoft SharePoint Software installation specifications X

Provide detailed information about current SharePoint environment

configuration including: number of site collections, number of sites within

each site collection, database sizes, security groups, server topology, site topology, and user access. X

Provide or contract for a valid and registered top level domain name. X

Perform Microsoft SharePoint Software installations and configurations as required X

Identify end user application performance issues related to access times and

file management. X

Identify and enforce SharePoint DB limits per Aldridge recommendations X

Ensure shared resources between Exchange & SharePoint are linked

correctly and are functional. X

Ensure that each desktop accessing the Managed Microsoft SharePoint

environment is running a supported OS with a supported patch level,

unless Client contracts for Workstation Management X

Define retention period and scope of backup. x

Ensure all servers within the SharePoint farm are performing their

respective roles. X

Install and configure Microsoft SharePoint Software monitoring agents X

Monitor and report Microsoft SharePoint application for availability X

Provide remedial support for Microsoft SharePoint related incidents identified through monitoring or as a result of an incident reported by

Client X

Perform user account creation and administrative related tasks X Manage Farm security access on per user or by security group. X

Manage Site Collection access on per user or by security group. X

Manage site security on per user or by security group. X

Test and certify all non-Aldridge supported third party vendor patches/updates prior to installation within the SharePoint Server(s)

environment X

Perform annual assessment of vendor recommended software release/version updates X

Notify Client of vendor recommended software maintenance

release/version updates and apply as requested X

Deploy vendor recommended critical security patch updates and apply as

requested X

Advise on logical backup & recovery of SharePoint X

Maintain control of related administrative/service security password and IDs, unless otherwise requested by Client X


MICROSOFT SQL / DATABASE MANAGEMENT The Aldridge Company’s Microsoft SQL/Database Management service offering provides proactive administration,

management, monitoring, reporting, and support for database (DB) environments.



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DB Software Install and configure DB Software on server

Database Build Create or reinstall DB on server

Database Conversion Migrate and move existing DBs to DB server as needed

Monitoring Configuration Set up monitoring for new DB builds

Feature Install Install and configure DB components and new features

DB Backup Configure DB logical backups

DB Backup Execution Execute DB backup including exports

DB Configuration Make DB configuration changes and tune parameters

DB Security Add, change, and delete user roles in DB

DB Storage Add, change, and delete DB storage

DB Reorgs Reorganize tables, indexes or table spaces

DB Maintenance DB copy, move, and refresh between partitions on DB server

DB Upgrade DB point release upgrades

DB Patch Apply DB patch as recommended by vendor support

Non-standard

solutions/applications

Install and configure non-standard solutions and applications compatible

with DB

DB Restore Restore DB from Client-provided database

DB Connection Failure Investigate failure to connect to DB

DB License Failure Investigate Software license failure

DB Security Failure Investigate security failure, blocked access or system compromise

DB Monitoring Event Investigate threshold alerts

DB Restart Restart DB

DB System Failure Investigate DB failure, hang or crash

DB Performance Investigate performance issues



Size necessary hardware and software to accommodate Client’s database requirements

X

Provision supported version of database software from vendor X

For DB application other than Microsoft SQL, provision database software

maintenance agreements for 24x7 OEM vendor support X

For DB application other than Microsoft SQL, provide letter of agency for

database software maintenance agreement X

For DB application other than Microsoft SQL, provide database software maintenance agreement Change notification X

For DB application other than Microsoft SQL, maintain vendor database

software maintenance contracts X

Provide initial database software installation specifications X

Perform initial database software product installations and configurations X

Install and configure database software monitoring agents X

Monitor and report on database application with regard to availability X

Perform annual assessment of vendor recommended software

release/version updates X

Notify Client of vendor recommended software maintenance release/version updates and apply upon request X

Notify Client of vendor recommended critical security patch updates and

apply as requested X

Design and implement database backup procedures X

Design and implement database recovery procedures X

Maintain control of related administrative/service security password and IDs, unless otherwise requested by Client. X

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Install and configure database clustering on supported servers X

Test and verify DB connectivity X

Startup and shutdown processes as needed with regard to database

availability X

Configure necessary remote access X


NETWORK SWITCH MANAGEMENT The Network Switch Management service offering covers support and delivery of switches on the Local Area Network. It includes complete switching environment management including planning and advisory, implementation and configuration, availability, performance management, maintenance and support, backup and recovery, and vendor

management services.



Device Patch Apply single switch OS patch

Device Implementation Perform initial installation & configuration of new switch

Device Port Configuration Enable ports, disable ports, or make configuration changes as needed

Device Failure Investigate failed or crashed switch

Device Restart Restart or reboot a switch

Device Performance Investigate switch performance issues

Upgrade Upgrade switch hardware

Connectivity Failure Investigate failed connectivity

The nature of this service component requires responsibilities to be shared between Aldridge and Client


Select equipment from Aldridge supported vendors and models X

Provide add-on licensing required for management of Client-provided equipment X

Provide appropriate recommendation for hardware procurement X

Provide standard network configuration design X

Provide Client-specific network configuration requirements and/or design X

Implement initial network configuration in accordance with Client

requirements X

Backup and restore, as needed, switch configurations X

Maintain exclusive control of root security password and IDs X

Monitor and notify Client of switch availability X

Resolve reported or detected switch failures X

Monitor critical patch alerts X

Install critical security patches, as necessary X

Test and verify Aldridge implemented Service Tasks X

Maintain service / support contracts X


Home-class switches, switches not owned or leased by Client, those out of vendor warranty, and those that are managed

by third parties (e.g. circuit carrier) are not covered by this service.

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FIREWALL/ROUTER MANAGEMENT The Aldridge Company’s Firewall Management service offering provides for day-to-day support of the firewall/router security device.



Implementation Perform initial installation & configuration of new firewall or router

Policy Update Update security policy rules upon request

Removal Remove existing firewall or router

Upgrade Upgrade firewall or router OS to newer supported and recommended version

Client VPN Add, configure and/or remove a Client based VPN connection

Site-to-Site VPN Add, configure, and/or remove a site-to-site VPN

VPN Logs Provide activity logs to Client upon Client’s request

Failure Investigate failed or crashed firewall or router

Restart Restart or reboot a firewall or router upon request

Performance Investigate firewall or router performance issues upon request



Select equipment from Aldridge supported vendors and models X

Provide appropriate recommendation for hardware procurement X

Procure add-on licensing required for management of Client-provided equipment X

Provide standard network configuration design X

Provide Client-specific network configuration requirements and/or design X

Implement initial network configuration in accordance with Client requirements X

Approve Firewall policy change requests submitted and approved in

accordance with Change Management processes X

Backup and restore, as needed, firewall or router rule sets X

Maintain exclusive control of root security password and IDs X

Monitor and notify Client of firewall or router availability X

Provide proactive response to firewall or router availability alert X

Resolve reported or detected firewall or router failures X

Monitor critical patch alerts X

Implement firewall or router policy changes per Client written requirements X

Install critical security patches as necessary X

Test and verify Aldridge implemented Service Tasks X

Maintain service / support contracts X


Home-class firewalls or routers, those not owned or leased by Client, those out of vendor warranty, and those that are

managed by third parties (e.g. circuit carrier) are not covered by this service.