Managed Services Guide

Services Guide 6.0.
Version 6.0.0, June 2009
Services Guide 6.0.0
SUPPORT METHODOLOGY........................................................................... 10 SUPPORT STRUCTURE .............................................................................................................. 11 Level-1 ............................................................................................... 11 Level-2 ............................................................................................... 11 Level-3 ............................................................................................... 12 Customer Service ................................................................................. 12 SERVICE REQUESTS .................................................................................................................. 13 Service Management ............................................................................ 13 Support Request .................................................................................. 13 Root Cause Anaylsis Report ................................................................... 13 Change Request ................................................................................... 14 Information Request ............................................................................. 15 Managing Support Requests .................................................................. 15 CONTACTING SUNGARD............................................................................................................ 16 Direct Call ........................................................................................... 16 E-Mail ................................................................................................. 16 Shipping ............................................................................................. 17 Contact Notes ...................................................................................... 24 Miscellaneous ...................................................................................... 26 EVENT MANAGEMENT................................................................................................................ 27 Determining Incident Priority ................................................................. 27 Priority Definitions................................................................................ 28 Event Escalation................................................................................... 29 Root Cause Outage Analysis (RCOA) ....................................................... 32 CHANGE MANAGEMENT ............................................................................................................ 33 Change Management Process................................................................. 33 Determining Change Priority .................................................................. 34 Change Notification .............................................................................. 34 Change Scheduling............................................................................... 35 MANAGED IT SERVICES .............................................................................. 36 SERVICE DEFINITION EXAMPLES............................................................................................. 37 SECURE HOSTING SERVICES ................................................................................................... 39 Secure Hosting Bundle .......................................................................... 39 Full Infrastructure Management Space .................................................... 41 Secure Hosting Services Delivery Notes & Limitations ............................... 42 SUPPORT SERVICES .................................................................................................................. 43 Hardware Installation Services ............................................................... 43 Operational Support Services................................................................. 44 Support Services Delivery Notes & Limitations ......................................... 45 SERVER SERVICES ..................................................................................................................... 46 Equipment Management Services ........................................................... 46 Operating System Management Services ................................................. 49 Operating System (OS) Management Standard Services............................ 51 Operating System (OS) Management Advanced Services........................... 53

Operating System (OS) Management Enterprise Services .......................... 56 Server Services Delivery Notes & Limitations ........................................... 59 APPLICATION SERVICES ........................................................................................................... 62 Standard Application Support Database Services ................................... 63 Advanced Application Support Database Services .................................. 65 Managed Database Services .................................................................. 68 Managed Citrix Services ........................................................................ 72 Managed Exchange Services .................................................................. 75 Application Support - System Utility Services........................................... 79 Managed SAP Services .......................................................................... 81 Managed Oracle E-Business (EBS) Suite Services .................................. 86 Software Licensing Services................................................................... 91 Production Control Services ................................................................... 91 E-mail Availability Service (EAS) ............................................................ 93 Managed E-mail Archiving Service (MEAS)............................................... 95 E-mail Protection Service (EPS).............................................................. 96 Application Services Delivery Notes & Limitations ..................................... 97 STORAGE SERVICES ................................................................................................................ 103 Data Backup Services ......................................................................... 103 SAN Services ..................................................................................... 106 Vaulting Services ............................................................................... 108 Vaulting Services Restoration Support Option...................................... 109 Storage Services Delivery Notes & Limitations ....................................... 111 Remote Storage Services Delivery Notes & Limitations ............................ 116 NETWORK SERVICES ............................................................................................................... 117 Managed Internet Access Services ........................................................ 117 Managed Internet Access Services Delivery Notes & Limitations ............... 118 LAN Services ..................................................................................... 119 Managed Load Balancing Services and Geographic Load Balancing Services121 Cross Connect Services ....................................................................... 125 Dedicated Transport Services............................................................... 125 Managed Customer Premise Equipment (CPE) Services ........................... 126 Network Services Delivery Notes & Limitations ....................................... 128 SECURITY SERVICES ............................................................................................................... 129 Managed Firewall Services................................................................... 129 Managed Network Intrusion Detection Services (NIDS) ........................... 131 Managed Host Intrusion Detection Services (HIDS)................................. 133 Managed Intrusion Prevention Services (IPS) ......................................... 134 Managed Vulnerability Protection Services (VPS) .................................... 136 Managed Client VPN Services............................................................... 137 Malicious Traffic Management Services.................................................. 139 Managed Content Filtering................................................................... 141 Managed Digital Certificate Services ..................................................... 143 Managed Two-Factor Authentication Services......................................... 144 Managed Access Services .................................................................... 146 Security Services Delivery Notes & Limitations ....................................... 148 MONITORING SERVICES .......................................................................................................... 149 Standard Monitoring Services .............................................................. 149 Advanced Monitoring Services Operating System.................................. 150 Advanced Monitoring Services - Database ............................................. 152 Advanced Monitoring Services - Exchange ............................................. 154

Advanced Monitoring Services- Web ..................................................... 155 Advanced Monitoring Services - Device ................................................. 156 Web Transaction Monitoring Services .................................................... 158 Website Reporting Services (WSR) ....................................................... 159 Monitoring Services Delivery Notes & Limitations.................................... 160 REPLICATION SERVICES ......................................................................................................... 162 Server Replication Services ................................................................. 162 Virtual Server Replication Services ....................................................... 164 Storage Replication Services - Hosting .................................................. 165 Storage Replication Services Array-Based Replication: EMC SRDF .......... 166 Storage Replication Services Array-Based Replication: IBM Global Mirror 169 Storage Replication Services Array Monitoring..................................... 172 Storage Replication Services-Data Copy Management Services (Standard and Advanced)......................................................................................... 174 Secure2Disk Services.......................................................................... 175 Replication Services Delivery Notes & Limitations ................................... 178 ARCHIVING SERVICES.............................................................................................................. 178 Archiving Services for Messaging.......................................................... 178 Archiving Services for Messaging Delivery Notes & Limitations ................. 180 Services For Medical Images - Standard On-Line Archiving Services ......... 180 Services For Medical Images - Standard Nearline Archiving Services ......... 183 Services For Medical Images - Archiving & Retrieval Services................... 185 REMOTE MANAGED IT SERVICES .............................................................. 187 REMOTE SUPPORT SERVICES................................................................................................ 188 Remote Hardware Installation Services ................................................. 188 Remote Operational Support Services ................................................... 189 Remote Support Services Delivery Notes & Limitations............................ 189 REMOTE SERVER SERVICES .................................................................................................. 190 Remote Equipment Management Services ............................................. 190 Remote Operating System Management Services ................................... 194 Remote Operating System (OS) Management Standard Services .............. 196 Remote Operating System (OS) Management Advanced Services ............. 198 Remote Operating System (OS) Management Enterprise Services ............ 200 Remote Server Services Delivery Notes & Limitations.............................. 204 REMOTE APPLICATION SERVICES ......................................................................................... 207 Remote Standard Application Support Database Services ..................... 207 Remote Advanced Application Support Database Services..................... 210 Remote Managed Database Services..................................................... 213 Remote Managed Citrix Services .......................................................... 217 Remote Managed Exchange Services .................................................... 219 Remote Application Support - System Utility Services ............................. 224 Remote Managed SAP Services ............................................................ 226 Remote Managed Oracle E-Business (EBS) Services ............................ 231 Remote Application Services Delivery Notes & Limitations ....................... 235 REMOTE STORAGE SERVICES ............................................................................................... 241 Vaulting Services ............................................................................... 241 Vaulting Services Restoration Support Option...................................... 242 Remote Storage Services Delivery Notes & Limitations ............................ 244

Remote Storage Services Delivery Notes & Limitations ............................ 245 REMOTE NETWORK SERVICES .............................................................................................. 246 Remote LAN Services.......................................................................... 246 Remote Managed Load Balancing Services............................................. 248 Remote Managed Customer Premise Equipment (CPE) Services................ 252 Remote Network Services Delivery Notes & Limitations ........................... 254 REMOTE SECURITY SERVICES............................................................................................... 255 Remote Managed Firewall Services ....................................................... 255 Remote Managed Network Intrusion Detection Services (NIDS)................ 257 Remote Managed Host Intrusion Detection Services (HIDS) ..................... 259 Remote Managed Intrusion Prevention Services (IPS) ............................. 261 Remote Managed Vulnerability Protection Services (VPS) ........................ 263 Remote Managed Digital Certificate Services.......................................... 264 Remote Managed Access Services......................................................... 265 Remote Security Services Delivery Notes & Limitations ........................... 267 REMOTE MONITORING SERVICES.......................................................................................... 268 Remote Standard Monitoring Services................................................... 268 Remote Advanced Monitoring Services Operating System ...................... 269 Remote Advanced Monitoring Services - Database.................................. 271 Remote Advanced Monitoring Services - Exchange ................................. 273 Remote Advanced Monitoring Services- Web.......................................... 274 Remote Advanced Monitoring - Device .................................................. 276 Remote Web Transaction Monitoring Services ........................................ 278 Remote Monitoring Services Delivery Notes & Limitations ........................ 279 REMOTE REPLICATION SERVICES......................................................................................... 281 Remote Server Replication Services ...................................................... 281 Remote Replication Services Delivery Notes & Limitations ....................... 283 RECOVERY ASSISTANCE SERVICES........................................................... 284 Operating System Startup Services ...................................................... 285 Operating System Startup Services Notes & Limitations .......................... 288 Full System Restoration Services.......................................................... 290 Full System Restoration Notes & Limitations ....................................... 293 Forward Recovery Services .................................................................. 294 Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services ............................................................................................ 296 Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations ............................................................. 299 Network Startup Services .................................................................... 301 Network Startup Services Notes & Limitations ........................................ 303 Media Handling Services ..................................................................... 304 Media Handling Services Notes & Limitations ......................................... 308 Technical Test Monitoring Services ....................................................... 309 Technical Test Monitoring Services Notes & Limitations ........................... 310 Operating System Generation Maintenance Services (Mainframe Only) ..... 312 Operating System Generation Maintenance Services Notes & Limitations... 312 Network Control Program Maintenance Services (Mainframe Only)............ 314 Network Control Program Maintenance Services (Mainframe Only) Notes & Limitations ........................................................................................ 315 Procedure Training Workshop............................................................... 316

Procedure Training Workshop Notes & Limitations................................ 318 Recovery Procedure Documentation Services ......................................... 319 Recovery Procedure Documentation Notes & Limitations ....................... 321 SERVICE DEFINITIONS RESTORATION SERVICES FOR MANAGED IT SERVICES ........ 322 POLICIES ................................................................................................. 326 SITE ACCESS POLICY............................................................................................................... 327 HOSTING USE POLICY.............................................................................................................. 331 APPENDICES.............................................................................................................................. 312
Modifications This section will identify specific changes made to this document for any given version, between major point revisions. For minor changes (0.0.1 changes) no notification will be transmitted to the customer. For significant changes (0.1.0 level revisions) and for major rewrites (1.0.0 level changes) the customers will be notified of the revised document. Version 6.0.0 (Please refer to Appendix A for detailed information regarding version changes).
1) In support of SunGards reorganization, changes have been made to the support structure section which reflect the transition from the Integrated Operations Center (IOC) to our current Service Desk support structure. 2) Problem Reports are now known as Incident Reports and the document has been modified to reflect that change 3) Shipping addresses have been updated where appropriate 4) The Event Management Section has been updated to reflect the termninology and escalation processes for our new Service Desk support organization. 5) The following Remote and Managed Service Definitions have been modified: a. Operating System Management Services i. Information regarding Direct Attached Storage (DAS) has been added to the Service description. ii. Examples of DAS devices have been added iii. Requirements for DAS have been added b. Operating System Advanced Services i. Responsibilities table has been modified for clarification c. Database Services i. Standard Tasks table has been modified for clarification d. Citrix Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification e. Application Support System Utility Services i. Standard Tasks table has been modified for clarification f. SAP Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification g. Oracle E-Business (EBS) Suite Services i. Responsibilites table has been modified as follows: 1. Customer is now responsible for MetaLink online access 2. Critical patch job monitoring removed 3. Documentation of application patch technical changes removed 4. System data security monitoring removed 5. Clarifications to responsibilities for locking and unlocking user and session IDs 6. Clarification as to how upgrades are handled h. Application Delivery Notes & Limitations i. Microsoft Failover for Oracle Databases added to Unsupported Database Configuration ii. Notes added on MS SQL Clustering on virtualized servers

Clarifications for Managed SAP & Oracle EBS Services Services Responsibilities table has been modified for clarification Tasks table modified 1. Log archiving revised j. Host Intrustion Detection Services i. Log archiving revised k. Intrustion Prevention Services i. Log archiving revised l. Client VPN Services i. Responsibilities table has been modified for clarification ii. Tasks table has been modified for clarification m. Malicious Traffic Management Services i. Responsibilities table has been modified for clarification n. Content Filtering Services i. Responsibilities table has been modified for clarification o. Two-Factor Authentication Services i. Responsibilities table has been modified for clarification p. Access Services i. Responsibilities table has been modified for clarification q. Web Transaction Monitoring Services i. Clarifications to description r. Server Replication Services i. Addition of Server pre-install checklist to Responsibilities table 6) All Testing Services have been renamed as Recovery Assistance Services and all of these Services have been updated for clarification 7) The following Services have been added: a. E-mail Availability Services b. E-mail Archiving Service (MEAS) c. E-mail Protection Service (EPS) d. Virtual Server Replication Services e. Storage Replication Services Hosting f. Storage Replication Services Array-Based Replication: EMC SRDF g. Storage Replication Services Array-Based Replication: IBM Global Mirror h. Storage Replication Services Array Monitoring i. Storage Replication Services-Data Copy Management Services (Standard and Advanced) j. Secure2Disk Services k. Media Handling Services i. iii. Firewall i. ii.

Product Name Conversion Matrix The table below links previous products to the most recent naming convention used throughout this Services Guide. The mapping of previous products to new products is not intended to be a one-to-one mapping of features and functions; it is intended to provide guidance to Customer as to what section of the current Services Guide describes a previous version of a SunGard product.
Current Product Name Secure Cabinet Secure Hosting Bundle Full Infrastructure Management Space Hardware Installation Services Operational Support Services Equipment Management Services Operating System Management Services Standard Operating System Management Services Advanced Managed Database Services Managed Citrix Services Managed Exchange Services Application Support - System Utility Services Advanced Monitoring- Web Web Transaction Monitoring Services Software Licensing Services Production Control Services (Discontinued - See Service for notes)
Previous Product Names Hosting Services Full Cabinet colocation Secure Hosting Bundle Not Previously Included in Services Guide Hardware Installation Services Operational Support Services, Tier 1 Tasks Equipment Management Services OS Assist, iServerCare Management Secure Server Management Bundle, Platform Management Services Standard Application Support Database, Database Assist Services, Advanced Application Support Database, SQL Database Management, Oracle Database Management Citrix Management Dedicated Exchange Management System Utility Services, IIS Management, Apache Management, RIM Blackberry Enterprise Server URL Monitoring Transaction Monitoring Not Previously Included in Services Guide Production Control Services
Data Backup Services SAN Services Vaulting For Distributed Systems Services
Storage Services Managed Tape Backup Services, Tape Backup and Restore Services Enterprise Storage Management Services, Managed Data Storage Services Not Previously Included in Services Guide Network Services
Managed Internet Access Services LAN Services Managed Load Balancing Services Geographic Load Balancing Services Interconnect Services Dedicated Transport Services Managed CPE Services
Managed Internet Access Services, Inflownet Not Previously Included in Services Guide, Dedicated Managed Switch Local Load Balancing Services Geographic Load Balancing Services Not Previously Included in Services Guide Circuit Provisioning Services, Managed Circuit Services Managed CPE Services/Managed Circuit Services, Dedicated Managed Router
Section One
Support Methodology
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SUPPORT STRUCTURE
Level-1
Service Desk The Service Desk is responsible for response to calls and emails from the Customer. The Service Desk is the Customers central point of contact for all communications with SunGard. Every call or email is recorded so that the Customer request for assistance can be appropriately managed. Whether the Customer has a service related issue, a question, or needs to speak to a SunGard representative in any department, the Service Desk is the place to start. The Service Desk is staffed on a 24x7 basis. A Service Desk Assistant will work to resolve Customer issues and escalate when needed. Monitoring Team The Monitoring Team is responsible for monitoring and notification of alerts as well as ownership and management of Incident Tickets (as defined herein) resulting from alarms. For all Incident Tickets resulting from an alarm, the Monitoring Team will manage the issue until resolved.
Level-2
Incident Response Team Level-2 Incident Response Team Engineers are responsible for incident diagnosis and resolution when the Monitoring Team is unable to provide a solution. Level-2 is also responsible for most Software, hardware and network change implementation. Level-2 technicians maintain various certifications including certifications in Cisco, NetScreen, Microsoft, Sun, and Checkpoint products. Level-2 staff will engage assistance from Level-3 engineers when complex incidents require additional expertise.
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Level-3
Technical Services Engineers Level-3 Technical Services Engineers are responsible for infrastructure design & support, assistance with complex problems, and developing Standard Operating Procedures (SOP). SOPs are used extensively by Level-2 to help ensure that SunGards efforts are consistent and properly executed. Level-3 Engineers maintain various certifications in most major network, systems, and DB products and engage in continuous training and education programs.
Customer Service
Customer Care Specialist (CCS) Your CCS is responsible for total Customer satisfaction by helping to ensure that Services are delivered in accordance with the terms of your Agreement with SunGard. As the designated person for the Customer Service process, your CCS is empowered to make decisions and escalate directly to executive management in order to help ensure your Service needs are met. Acting as your advocate, the CCS manages Customer related issues to help ensure that expectations are properly set and met; and that changes to delivery are properly communicated. The CCS helps to ensure that Customer-impacting incidents are fully resolved and promotes continuous improvement by providing a root cause analysis report in the event of Service Level failures. Additionally, the CCS escalates your concerns to management as appropriate and is your liaison within SunGard for Service related issues. While your initial point of contact remains with the Service Desk, your CCS will maintain regular communication and should be your primary escalation point for all Service related issues. Change Management Team The Change Management Team ensures that standardized methods and procedures are used for efficient and prompt handling of all change requests. The Change Management Team works to ensure that all change requests are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Please review the Change Management section in this Services Guide for more information regarding SunGards approach to Change Management.
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SERVICE REQUESTS
Service Management
SunGard combines a best of breed approach to delivering a world-class service management tool. SunGards management fabric provides for the collection & management of monitoring data from both SunGard infrastructure and Customer dedicated servers. SunGards management fabric monitors and manages areas such as availability alerts, resource thresholds, call tracking, incident ticketing, and change & inventory management.
Support Request
The Monitoring Team may resolve your request or may engage another technician to assist in resolving the Support Request. All Support Requests are recorded in our management system for reference and reporting. Support Request Examples Server Reboot or Power Cycle Equipment Reset or Power Cycle Visual Inspection of Equipment Site Access Password Reset Insert or Swap Media SNA Device Status or Reset (Line, Controller, Terminal, Printer) System or Application Status Procedural Questions
Incident Report
A failure or unexpected result with a SunGard-provided Service is categorized as a Incident Report and results in a Incident Management Record (IMR) recorded in our management system. All such issues should be reported promptly to the Service Desk and are typically assigned to an Incident Response Team engineer. SunGard provides 24 x 7 support to resolve production incidents reported as Critical. Noncritical or non-production related incidents reported after business hours will be deferred to the next business day for analysis. A description of priority can be found in the Determining Incident Priority Section of this Services Guide. Non-critical or non-production related incidents are defined as Major and Minor Incidents in that Section.
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Incident Report Examples Access Failure (Inability to Access Application or Website) Circuit Failure Equipment Failure Software License Failure Security Authorization Failure Degraded Performance Incorrect or Unexpected Output Procedural Failures
Incident Report Documentation It is important to provide as much information as possible when reporting an incident to SunGard. The Service Desk will use this information to determine priority and route the Incident Management Record appropriately. SunGard will be able to respond with the appropriate urgency and technical skills when the following information has been provided and is readily available: Description Date and Time of Occurrence Severity and Scope Business Impact Location(s) Involved System, Hostname, or Website Suspected Failing Component Documentation Error Message or Codes Job Name & Number Process Names & Number System or Application Dump System or Application Log History Occurred Previously Date/Time Last Worked Date/Time Last Failed Steps to Reproduce issue
Change Request
An issue that describes additional or modified functionality is categorized as a Change Request and results in a Change Request Ticket recorded in SunGards management system. SunGard follows a best practices change management policy that requires adequate lead-time for planning, testing and verification of all production changes. Change Requests will be assessed and responded to during standard business hours. Change Requests received after standard business hours will be deferred to the next business day for assessment. Change Requests that are outside of the scope of the Customers Schedule for Services, will require a modification to Customers Schedule, adding the Services and the additional monthly fee.
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Change Request Examples Install / Remove Hardware, Software or Network Components Upgrade Hardware, Software or Network Components Configure Hardware, Software or Network Parameters Security Update User Access Rules Data Access Rules Network Access Rules Increase / Decrease Resources Bandwidth Storage Backups Media
Information Request
An issue that describes a need for information or status is categorized as an Information Request. If this is a first time call for information and the Service Desk cannot provide what is needed, a Request Ticket will be opened in SunGards management system. If this is a request for status on an open issue, then the existing Support Request record will be updated to reflect the call. Information Requests will be assessed and responded to during standard business hours. Information Requests received after standard business hours will be deferred to the next business day.
Managing Support Requests

The Customer Service Team has ownership of your open Change and Support Requests, as well as Minor Incident tickets, and will keep you informed of status changes and completion. For more complex changes the Customer Service Team will coordinate delivery and assist with scheduling implementation and verification with the appropriate technical resources. In the event that your business needs require the immediate escalation of a Support Request, contact the Service Desk with the ticket number and ask that the issue be escalated. Customer will be put in touch with the appropriate Customer Service Contact. SunGard has automated escalation procedures for critical and major incidents to help ensure that the appropriate technical teams and management are engaged. The appropriate technician remains engaged until the incident is resolved or the Customer approves a lower level of support.
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CONTACTING SUNGARD
Direct Call
Calls placed to (800) 441-1181 will put you in direct contact with the Service Desk. The answering Service Desk Assistant will request your name before proceeding; if your name is not found in SunGards management system, the Service Desk Assistant will take a few minutes to add your contact information to SunGards system. When you call the Service Desk you will be asked to provide the following information: Your Name Description of Request Callers will be asked to provide the following additional information: Company Title Department Location Work Phone Portable Phone Email address Pager The Service Desk Assistant will either resolve your issue on the call or provide you with a ticket number which will be used to track the issue through resolution.
E-Mail
E-mail requests can be sent to sas.esupport@sungard.com Please refer to the Support Requests Section for required documentation and be sure to specify: Support Request Type (Incident, Change, or Information Request) Priority Description of Request
The Customer is automatically notified by email from our management system when a ticket is opened on their behalf. Email turnaround may be affected by problems outside of SunGard such as internet delays and mail problems at the Customer site.
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Shipping
In order to help ensure accurate and timely processing of shipments to a SunGard facility, please mark packages with the SunGard provided ticket number and your Customer name. For example, if your ticket number is HD12345: Facility Alpharetta, GA Shipping Address SunGard Availability Services 11650 Great Oak Way Alpharetta, GA 30022-2408 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1055 Spring Street Atlanta, GA 30309 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1033 Jefferson St. NW Atlanta, GA 30318 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 8025 IH 35 North Austin, TX 78753 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 11400 Se 8th Street Bellevue, WA 98005 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 20 Overland Street, Loading Dock Boston, MA 02215 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 525 28th St. S.E. Calgary, AB T2A 6W9 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Atlanta, GA (1055 Spring Street)
Atlanta, GA (1033 Jefferson St)
Austin, TX
Bellevue, WA
Boston, MA
Calgary, AB
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Shipping (continued)
Carlstadt, NJ (777 Central Blvd) SunGard Availability Services 777 Central Boulevard Carlstadt, NJ 07072 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 410 Commerce Boulevard Unit-D Carlstadt, NJ 07072 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 155 Montrose West Ave. Copely, OH 44321 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD Unit 1 Sterling Park Crawley, WSX RH10 9QT Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 6803 International Ave. Cypress, CA 90630-5114 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1001 E. Campbell Road Richardson, TX 75081 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 3431 North Windsor Drive Aurora, CO 80011 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Carlstadt, NJ (410 Commerce Blvd)
Copely, OH
Crawley, WSX
Cypress, CA
Dallas, TX
Denver, CO (Aurora)
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Denver, CO (Denver South) SunGard Availability Services 900 Bannock Street Denver, CO 80204 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 550 East 84th Avenue, Suite E-5 Thornton, CO 80229 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 6675 S. Kenton St. Englewood, CO 80111 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 37890 Interchange Drive Farmington Hills, MI 48335 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 3001 Red Hawk Drive Grand Prairie, TX 75052 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 114 North Division Avenue Grand Rapids, MI 49503 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 505 Huntmar Park Drive Herndon, VA 20170 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 841 Bishop St Honolulu, HI 96814 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Denver, CO (Denver North)
Englewood, CO
Farmington Hills, MI
Grand Prairie, TX
Grand Rapids, MI
Herndon, VA
Honolulu, HI
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Houston, TX (Houston West) SunGard Availability Services 757 North Eldridge Parkway, Suite 300 Houston, TX 77079 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 12025 North Freeway Houston, TX 77060 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 12175 North Freeway Houston, TX 77060 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 12200 Herbert Wayne Court Huntersville, NC 28078 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1180 Kentucky Ave Indianapolis, IN 46206 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1925 W. John Carpenter Frwy Irving, TX 75063 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 4500 Fuller Drive Irving, TX 75038 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 545 Washington Blvd. Jersey City, NJ 07310 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Houston, TX (Houston North 1)
Houston, TX (Houston North 2)
Huntersville, NC
Indianapolis, IN
Irving, TX (W. John Frwy)
Carpenter
Irving, TX (4500 Fuller Dr.)
Jersey City, NJ
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Services Guide 6.0.0 Shipping (continued)

Lake Mary, FL SunGard Availability Services 300 Primera Blvd. Lake Mary, FL 32746 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 23-10 43rd Avenue Long Island City, NY 11101 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 250 Locke Drive Marlborough, MA 01752 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 511 Eleventh Avenue South, Suite 211 Minneapolis, MN 55415 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 1800 Argentia Road Mississauga, ON L5N 3K3 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 55 City Center, Unit 110 Mississauga, ON L5B 1M3 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 211 Commerce Street, Suite 700 Nashville, TN 37201 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 3200 Arnold Ln Northbrook, IL 60062 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Long Island City, NY
Marlborough, MA
Minneapolis, MN
Mississauga, ON (Argentia Rd)
Mississauga, ON (City Center)
Nashville, TN
Northbrook, IL
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Philadelphia, PA (833 Chestnut) SunGard Availability Services 833 Chestnut Street, 11th Floor Philadelphia, PA 19107 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 401 N. Broad St Philadelphia, PA 19108 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1500 Spring Garden Street, 3rd Floor Philadelphia, PA 19130-4009 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 120 East Van Buren Street 2nd Floor West, Suite 202 Phoenix, AZ 85004 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 2202 Liberty Avenue Pittsburgh, PA 15222 Attn: Hosting Operations Manager Support Request: HD12345(CUSTOMER NAME) SunGard Availability Services 1233 NW 12th Avenue, Suite 201 Portland, OR 97209 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 5400 Boulevard Des Galeries Quebec City, QC G2K 2B4 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 4518 South Miami Boulevard, Suite 100 Durham, NC 27703 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
Philadelphia, PA (401 N. Broad)
Philadelphia, PA (1500 Spring Garden)
Phoenix, AZ
Pittsburgh, PA
Portland, OR
Quebec City, QC
Raleigh/Durham, NC
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Renton, WA SunGard Availability Services 841 Powell Avenue Renton, WA 98055 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 9645 Scranton Road, Suite 100 San Diego, CA 92121 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 2481 Deerwood Dr San Ramon, CA 94583-1540 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 7499 East Paradise Lane Suite 108 Scottsdale, AZ 85260 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 5600 United Drive Smyrna, GA 30082 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services (Canada) LTD 7405 TransCanada Highway St. Laurent QC H4T 1Z2 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 1807 Park 270 Drive St. Louis, MO 63146 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 710 North Tucker Boulevard, Suite 610 St. Louis, MO 63101 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
San Diego, CA
San Ramon, CA
Scottsdale, AZ
Smyrna, GA
St. Laurent, QC
St. Louis, MO (Park 270 Drive)
St. Louis, MO (North Tucker Blvd)
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St. Paul, MN (Energy Park Drive) SunGard Availability Services 1125 Energy Park Drive, Suite 100 St. Paul, MN 55108 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 605 N. Fairview Ave. St. Paul, MN 55104 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 184 Railroad Drive Warminster, PA 18974 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 2200 West Park Dr. Westborough, MA 01581 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 711 North Edgewood Ave. Wood Dale, IL 60191 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME) SunGard Availability Services 341 - 361 Hayes Ave. Wood Dale, IL 60191 Attn: Hosting Operations Manager Support Request: HD12345 (CUSTOMER NAME)
St. Paul, MN (605 N. Fairview)
Warminster, PA
Westborough, MA
Wood Dale, IL (Wood Dale 1)
Wood Dale, IL (Wood Dale 2)
Contact Notes
Use Email for Non-Critical Communication Only Please call the Service Desk directly for all critical and urgent incidents. Email Response Delays If you do not receive a return email notification within six hours, call the Service Desk directly. Avoid Confusion or Duplication of Effort Multiple people should not report the same issue to the Service Desk. Do not use existing ticket numbers to inform the Service Desk of a new issue.
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Do not copy the Service Desk on conversational e-mails since all emails are processed.
Ensure Shipping & Receiving Success If you do not receive a return notification within 1 business day of your expected shipment delivery date, call the SunGard facility directly. Always include a ticket number and your Customer Name when shipping supplies or Equipment to a SunGard facility.
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Miscellaneous
Automated Notification Customers may provide a group email address for automated notification of alerts, Service availability issues, scheduled maintenance and notice of any changes to this Services Guide. SunGard will use this group address to provide the same notification as would be provided to your individual notification point. Many Customers find it more convenient and easier to manage a group email address than to maintain a list of individual contacts. An added benefit is that the group email address can be applied to many pager or text messaging solutions. Customer Events The Customer should keep SunGard informed of any plans, changes, or events that could potentially affect the delivery of Services provided by SunGard. Send an email to the Service Desk with Notification of Event in the subject line to accomplish this. Include any other pertinent information such as names of systems that will not be accessible, network interfaces that will be down, names of notification points that will not be available, etc. Such events should also be discussed during customer service meetings. Contact Lists SunGard will provide customers access to our Notification and Authorization management tools via the Managed Services portal, which allows customers to maintain notification and authorization lists for initial notification of alerts and outages; escalations requiring additional Customer interaction; notification of maintenance changes; and authorization contacts for when Customer personnel make certain Support requests. Contact lists may be further segregated by discipline as defined in the table Contact List Categories. For each type of contact list category you may provide up to 3 contact points. Contact List Categories Contact Type Contact Events Notification Monitoring Alerts Service Outages Maintenance SunGard Infrastructure Changes Change Authorization Customer Requested Changes Change Operational Support Site Access Security
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0
EVENT MANAGEMENT
Determining Incident Priority
It is important that SunGard accurately understands the priority of a given event since priority drives urgency and response criteria; which in turn impacts notification and escalation procedures. Defined priority levels: Priority Critical Incident Major Incident Minor Incident Response 15 Minutes 15 Minutes 1 Business Day Effort Continuous Until Service Restored Fix Implementation Scheduled When Prudent Fix Implementation Scheduled When Possible
For an event to be categorized as a Critical Incident there must be a severe business impact relating to the event and the Customer expects immediate attention at the expense of other events. The definition of a Critical Incident is contained in the next Section of this Services Guide. Before reporting an event as a Critical Incident, please ensure that the following are true: The event pertains to production and/or mission critical services. The event must be reported via direct verbal contact with the Service Desk; not via e-mail or other indirect messaging. The caller must be willing to remain in direct contact with SunGard as needed to assist in determining the best resolution.
Note that SunGard provides the same level of response to all Critical events. Once an event is determined to be a Major Incident the effort will change to scheduling a fix or further investigation. For an event to be categorized as Major Incident there is no immediate service outage as defined in the following priority descriptions.
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Priority Definitions
Critical Incident Definition Mission-critical application or service rendered totally unusable (outage). Failures of any component or service related to real-time application(s). Measurable impact to SLA. Examples Application down System down Network connection down or unavailable Infrastructure component down Major Incident Definition Mission-critical application or service resource threshold reached. Mission-critical application or service in jeopardy, immediate action required to avoid potential outage. Mission-critical application or service rendered partially unusable. No impact to SLA. Examples CPU warning threshold reached File System warning threshold reached Spool warning threshold reached Slow response time or network latency Redundant component failed (service vulnerable but 100% available) Minor Incident Definition Service rendered partially unusable or producing incorrect results. No impact to SLA. Examples Single Printer problem Single Terminal hung Compile time error JCL error Syntax error Unexpected results from program Normal patch alerts from vendor Missing report
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Event Escalation
Escalation is the process of increasing the level of attention given to an event over time as the event approaches (or passes) a predefined milestone. Escalation is done to enforce these milestones on a consistent basis (to meet an internal or external SLA). During escalation, SunGard management is notified to help ensure the event receives the proper attention. Escalation is performed at two levels: Time To Respond and Time To Fix. The first, Time To Respond, helps to ensure a qualified technician is assigned within the predefined intervals. The second, Time To Fix, helps to ensure that the failing service has been restored or the issue resolved. The required metrics of escalation are:
Time Aware Time Responded Time Restored Time Pending Priority The time that SunGard becomes aware of and recognizes an event, whether on our own or as a result of a Customer call The time that a technician has accepted ownership The time that the Service has been restored The time the event has been marked pending & Service is not restored The level of priority assigned to the event
Time To Respond (TTR) TTR is the interval of time from when SunGard recognizes an event to when a qualified technician has accepted ownership. Measurement: From the time a Support Request is initially opened (Time Aware) to the time that the Support Request status is changed to Responded-To (Time Responded). TTR = Time Responded - Time Aware Time To Fix (TTF) TTF is the interval of time from when SunGard recognizes an event to when the failing service has been restored or additional service has been added. Measurement: From the time a Support Request is initially opened (Time Aware) to the time that the Support Request status is changed to Service-Restored (Time Restored). TTF = Time Restored - Time Aware Escalation Time Flow Escalation is handled in three (3) stages based on priority. These stages are designed to engage the appropriate management attention until issue resolution. For each incident there are initial TTR and TTF levels as well as escalation increments. As the initial levels are reached without the appropriate status changes (Responded, Completed, Resolved or Pending); the event reaches the first escalation stage. The escalation increment is then used to determine the next escalation stage. Escalation is stopped by appropriate status changes.
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The following diagrams describes the escalation time-flow and the corresponding variables used for calculating specific escalation points. TTR Process
t = time i = initial level for escalation

TTR Variables Priority Critical Incident Major Incident Minor Incident Increment (i) 5 minutes 30 minutes 4 hours
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TTF Process
t = time i = initial level for escalation

TTF Variables Priority Critical Incident Major Incident Minor Incident Increment (i) 30 minutes 3 hours 12 hours
Note on Time To Fix TTF is greatly impacted by responses of vendors and Customers; it is important to note that many such issues are out of SunGards control and may adversely affect TTF service levels.
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Root Cause Outage Analysis (RCOA)

SunGard will complete a Root Cause Outage Analysis (RCOA) to investigate the root cause of an Incident that results in an unplanned interruption or reduction in quality of a SunGard-provided Service when requested by a Customer. A reduction in quality is defined as a performance or capacity issue that impacts the Customer but does not interrupt the Service. SunGard may not be able to identify a root cause for all Incidents. The RCOA will include the following: A Summary of the Incident Duration of the Incident Workaround implemented to reduce or eliminate the impact of the Incident Root Cause, when possible, of the Incident Resolution, when possible, to repair the root cause of the Incident
To the extent possible, the RCOA will also be used to determine applicability to Service Level Commitments, see Service Level Commitments as set forth in the Managed IT Services Exhibit for details.
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CHANGE MANAGEMENT
Change Management Process
The objective of Change Management is to provide for the orderly installation or modification of resources while minimizing the impact to our Customers. A summary of the change management process follows. Change Entry Opening a Change Request Ticket in response to a Customer request or an internal business requirement by SunGard. Change Assessment Analyzing the change for feasibility, risk, and impact to the environment. This results in an impact level, an estimated delivery date, and an assignee to implement the change. Changes that have a zero impact are implemented as soon as possible. Change Preparation Preparing the environment prior to the actual change installation. This includes offloading install files, testing (if possible), and the development of verification and back-out procedures. Change Review This involves a weekly review of changes by representatives of each technical group as well as Customer representatives from the Service Desk and Customer Service teams. Changes that are approved at the review meeting are scheduled for install; otherwise the reason for denial is documented. Change schedules are dependant on impact level or Customer authorization. Change Install Actually activating and verifying the change; for complex changes this usually requires a Service disruption to the component being changed.
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Determining Change Priority

Change requests are prioritized as Minor, Major, or Critical Priority. Standard LeadTimes are defined for many tasks as described in the Service Definitions section of this Services Guide. In order for SunGard to process and implement a change request on an expedited basis you must indicate that the request is of a Critical or Major Priority. Major Priority Change Indicate that a requested change is a Major Priority when there is a need to improve on the Standard Lead-Time but there is still time to schedule the installation. For example, if the Standard Lead-Time is 10 days but you need the work completed in 7 days. Critical Priority Change Indicate that a requested change is Critical in nature when there is a need to implement the change in the minimum possible amount of time. For example, the type of change being requested is normally implemented during the weekend change window but you need the work to be completed over-night. Critical and Major Priority changes must be requested directly by phone to the Service Desk, rather than through email. These changes affect resource allocation and can potentially bypass certain change management rules. SunGard will use commercially reasonable efforts to honor these requests but cannot guarantee that the requested dates/times will be met. The nature of these changes increases the risk to negatively impact Service availability. Further, depending on the type of change, SunGard may require a release letter from Customer prior to SunGard commencing activities in support of the change.
Change Notification
The availability of infrastructure components may be impacted in order for SunGard to perform preventative maintenance, upgrades, enhancements, and Incident resolution. These types of changes are strictly managed through the Change Management Process and are implemented during the windows identified under Change Scheduling on the following page. Facility or Network Outages necessary in order to perform infrastructure changes are limited to the 3rd weekend of each month. Customer notification of such changes shall occur on or before the Monday prior to the weekend of the scheduled change. There will be times when SunGard will install infrastructure changes on an expedited basis in order to prevent additional problems from arising. Examples would include fixing failed components, eliminating new security exposures, or adding resources to meet a critical business need. Only SunGard executive management can authorize Critical or Major Priority infrastructure changes. Customer notification of such changes shall be made as soon as possible once the change is authorized.
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SunGard will initiate changes to Customer-contracted Services when appropriate for the Service and only after notification to the Customer. The Customer will be asked to authorize changes to their dedicated Equipment that require or may result in an outage. For example: recommended microcode or Software patches; responding to vendor Software security alerts; administrative changes required for the maintenance of service levels; and regular ongoing support as defined for the specific Service.
Change Scheduling
Change Impact Levels and Standard Lead-Times
Impact Level High Service Impact Definite Examples An Outage is required or severe performance or functionality degradation is expected to occur during installation or back out Examples: Facility Maintenance Moderate Possible An Outage is possible or severe performance or functionality degradation is possible during installation or back out but may not be expected Examples: replacement Low Not Expected Configuration Changes, Hot Swappable Card N/A 14 Days Lead-Time 34 Days
An Outage is not expected and there is no expected impact to performance or functionality during installation or back out Examples: DNS Policy changes, Firewall Policy Changes
Change Schedule Definitions SunGard will use commercially reasonable efforts to schedule changes based on the potential risk of impact to the Customer and service delivery as well as the urgency of the change. The preferred installation window for high and moderate impact changes will be the weekend maintenance window (between 1:00 AM and 6:00 AM Sunday). Low impact changes may be scheduled during the non-prime or weekend maintenance window. Impact Level High Impact Moderate Impact Low Impact Local Device Time 01:00-06:00 01:00-06:00 20:00-07:00 All Day Day of the Week Every 3rd Sunday of the Month Every Sunday Monday-Friday Saturday-Sunday
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Section Two
Managed IT Services
Service Definitions
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SERVICE DEFINITION EXAMPLES

This Section describes how SunGard will deliver Services contracted for on your Schedule for Managed IT Services. The delivery of each Service is described; including a responsibility matrix, supported task matrix, and, if applicable, any limitations of the Service. Responsibility Matrix Each responsibility associated with the Service is described and the associated owner of the responsibility is set forth below. A P indicates Primary ownership of the responsibility; an A indicates an Assist responsibility.
Customer
Example Service Responsibilities
Provide connectivity to the device for SunGard monitoring infrastructure. Provide monitoring requirements form. Test & verify SunGard implemented changes.
P P A P
Supported Tasks Matrix Each task that is supported in the delivery of the Service is described. The Standard Tasks matrix describes the standard changes and updates required to deliver the Service, including Standard & Critical Lead-Times in business days, and if a new Schedule is required. Note that one business day implies same day Services if the needed components are readily available. The Immediate Tasks matrix describes the incidents that are supported on an immediate response basis. When requesting SunGard to perform a task, simply use the task name as provided in the matrix.
Example Service
Standard Lead-Time Critical Lead-Time Schedule Required
Standard Tasks Configure Device Install Cabinet Immediate Tasks Power Cycle
Description Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc.
10 5
Initial install of cabinet, including floor cuts, dual Power feeds, etc. Description Request to Power Reset server or device.
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SunGard

Delivery Notes & Limitations Specific notes and limitations associated with delivery are described for each Service category. These notes and limitations are important in order to fully understand what deliverables are part of the Service. Below are examples of specific delivery issues that assist in explaining the Service. Polling Cycle It is possible that during a polling cycle a device fully resets and the event is not detected. Monitoring will only detect devices that have not responded during an entire polling cycle. During normal operation, it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example we may receive an alert that the device is not responding, but the device is actually still available. While SunGards management fabric is designed to mitigate such events; SunGard cannot guarantee such false-positive alerts will not occur.
False Positive
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SECURE HOSTING SERVICES

Secure Hosting Bundle
SunGards Secure Hosting Bundle Service provides for hardened data center Space and support Services as defined in the Schedule and Exhibit for Managed IT Services and as further detailed in this Services Guide. The Secure Hosting Bundle provides for Standard Monitoring Services for ten (10) devices and five (5) hours of Operational Support Services per month to be allocated across SunGard Provided Cabinet(s). See the Sections on Standard Monitoring Services and Operational Support Services for additional Service descriptions. In order for the Secure Hosting Bundle Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.
Customer
Secure Hosting Bundle Standard Responsibilities
Provide Hosting Requirements Form. Complete & return Hosting Requirements Form. Provide two (2) redundant electrical feeds for the cabinets in the Schedule. Provide security access cards or codes. Provide 24x7 access to the Space. Abide by site access policy as defined in this Services Guide. Provide Standard Monitoring Services for devices in the Schedule. Provide Operational Support Services for devices in the Schedule. Provide notice within documented Lead-Time-times for requested Standard Tasks. Schedule vendor(s) as required when executing requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. Provide cabinets as contracted for in the Schedule Install cabinets as contracted for in the Schedule. Provide security access cards or lock and key. A P A A P P
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SunGard
P P P P P P
P P P P P P

Secure Hosting Bundle Tasks
Critical LeadTime
Secure Hosting Bundle

Standard Lead-Time
Standard Tasks Add Device Remove Device Add Cabinet Remove Cabinet Increase Space Cable Management Immediate Tasks Electrical Failure Temperature Failure Security Failure
Schedule Required
Description Add a device to the Space Remove a device from the Space Add a cabinet to the Space Remove a cabinet from the Space Increase Space allocation (site dependant) Arrange, label, or connect cables per request. Description Investigate & resolve electrical problems in the Space. Investigate & resolve cooling problems in the Space. Investigate & resolve physical security problems in the Space.
10 10 15 10 20 10
5 5 10 5 15 5
Y Y Y Y Y
Note: Additional Secure Hosting Bundle tasks are defined under Standard Monitoring and Operational Support Services.
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Full Infrastructure Management Space

SunGards Full Infrastructure Management Space is an exclusive offering available in select SunGard facilities and includes the required Space and Power needed to support all servers managed by SunGard with Operating System Management Advanced or Enterprise Services, as defined herein, and as set forth in the Schedule with the corresponding Rack Unit (RU); In order for Full Infrastructure Management Space to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.
Customer
Full Infrastructure Management Space - Responsibilities
Provide Hosting Requirements Form. Complete & return Hosting Requirements Form. Provide two (2) redundant electrical feeds for the Customer-provided or SunGard-provided Equipment in the Schedule. Provide required rack Space and Power for devices being managed in the Schedule. Provide Operational Support Services for devices being managed in the Schedule. Provide notice within documented Lead-Time-times for requested Standard Tasks. Schedule vendor(s) as required when executing requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. Provide cabinet Space for devices being managed in the Schedule. A A P P
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SunGard
P P P P
P P P P
Full Infrastructure Management Space Tasks

Critical LeadTime
Standard Lead-Time
Full Infrastructure Management Space
Standard Tasks Add Device Remove Device Add Cabinet Remove Cabinet Increase Space Immediate Tasks Electrical Failure Temperature Failure Security Failure
Schedule Required
Description Add a device to the Space Remove a device from the Space Add a cabinet to the Space Remove a cabinet from the Space Increase Space allocation (site dependant) Description Investigate & resolve electrical problems in the Space. Investigate & resolve cooling problems in the Space. Investigate & resolve physical security problems in the Space.
10 10 15 10 20
5 5 10 5 15
Y Y Y Y Y
Secure Hosting Services Delivery Notes & Limitations

Site Access Temperature All visitors must comply with the Site Access Policy set forth in the final Section of this Services Guide. SunGard maintains adequate cooling within your Space as measured by the HVAC system. Certain device configurations and heavily loaded cabinets or racks can produce temperature conditions deemed inappropriate. In such case, SunGard may require Customer to contract for additional Space in order to ensure compliance with manufacturer temperature specifications. SunGard ensures that conditioned air circulation is directed to areas housing computer Equipment and peripherals. Customer acknowledges that there may be times when corridors and areas, not housing Equipment, are perceptibly warmer than what is required for computer Equipment.
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SUPPORT SERVICES
Hardware Installation Services
SunGards Hardware Installation Services provide for the one-time installation of the hardware devices (Equipment) identified in the Schedule for Managed IT Services into the contracted for Space. In order for the Hardware Installation Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.
Customer
Hardware Installation Services Responsibilities
Deliver SunGard-provided Equipment to SunGard facility. Deliver Customer-provided Equipment to SunGard facility. Notify Customer of receipt of Equipment and of damage or other exceptions. Provide packing lists and other shipping documents to Customer. In accordance with OEM vendor specifications, contract for sufficient Space to accommodate Customer and or SunGard-provided Equipment at the Designated SunGard Facility. Provide Equipment list & installation requirements (shelf location, special Power, etc.) Assemble cabinet or rack based Equipment as required. Install Customer-provided Equipment into cabinet or rack in accordance with Customer provided requirements. Install SunGard-provided Equipment into cabinet or rack per OEM vendor specifications or SunGard requirements. Arrange cables within cabinet or rack per Customer provided requirements. Connect Equipment to power source within the cabinet or rack. P P
P P P P P P
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SunGard
P P P
Operational Support Services

SunGards Operational Support Services provide for SunGard on-site technical support personnel to perform manual tasks, as requested by the Customer, associated with the devices identified in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.
Customer
Operational Support Services Responsibilities
Request execution of Immediate Tasks through the Service Desk. Assign technical support for Immediate Tasks within 15 minutes of request. If applicable, provide written instructions for the insertion and ejection of removable media, as well as procedures for the preparation of media for pickup by Customers off-site vendor. Execute requested Immediate Tasks.
P P P
Operational Support Services Tasks

Operational Support Services
Immediate Tasks Power Cycle Inspect Equipment Enter Commands Handle Media
Description Request to power reset server or device. Request to inspect external conditions on server or device. Request to enter specific commands on server or device. Insert or swap tape or CD.
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SunGard
Support Services Delivery Notes & Limitations

Receipt of Equipment Delivery of Customer Equipment to a SunGard facility must be prescheduled. SunGard will not accept C.O.D. deliveries. SunGard will notify Customer within one (1) business day of receipt of Customers shipment. If Customer does not acknowledge or confirm receipt of SunGards notification regarding an Equipment delivery within three (3) business days of receipt, the Equipment may be returned to Customer at Customers expense. It is Customers responsibility to promptly inventory all Customer Equipment received at the SunGard facility unless otherwise agreed to in writing between the parties. If Equipment is provided with redundant power feed capability, SunGard will connect each feed to separate and redundant power sources (provided that Customer cabinet or rack has dual feed capability). Equipment must connect to standard 20 Amp AC service. It should be noted that certain requirements may result in time and material charges to provide appropriate power connections. Hardware Installation Services are provided for rack-mounted devices currently supported by the OEM only. Hardware Installation Services do not include ongoing Equipment support, OS or Software support, DB support, performance analysis, capacity planning, design and architecture, or any other service not previously identified.
Power
Supported Equipment Other Services
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SERVER SERVICES
Equipment Management Services
SunGards Equipment Management Services provide for the daily support of servers, storage systems, and other devices identified in the Schedule for Managed IT Services to which Customer has contracted for Equipment Management Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.
Customer
Equipment Management Services Responsibilities
Select Equipment from supported vendors and models. Purchase of selected Customer-provided Equipment. 1 Purchase of selected SunGard-provided Equipment. In accordance with OEM vendor specifications, contract for sufficient Space to accommodate Customer and/or SunGard-provided Equipment Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for Customer-provided Equipment. Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for SunGard-provided Equipment. Secure Software maintenance agreements for 24x7 OEM vendor support for Customer-provided Software. Secure Software maintenance agreements for 24x7 OEM vendor support for SunGard-provided Software. Provide letter of agency for Customer-provided Equipment and Software maintenance agreement. Provide verification of Equipment and Software maintenance agreements. Provide verification of Software license agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contract(s) for Customer-provided Equipment and Software. Maintain vendor maintenance contract(s) for SunGard-provided Equipment are and Software. Provide specification Equipment. sheets & installation guides for Customer-provided
P P P P P P P P P P P P P P P P P P A P
Provide SunGard root security password and IDs for Customer-provided Equipment. Maintain Equipment list in asset inventory. Resolve reported or detected Equipment failures through maintenance vendor using reasonable efforts. Provide notice within documented Lead-Times for requested Standard Tasks.
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SunGard

Equipment Management Services Responsibilities (continued)
Customer
Schedule vendor as required when executing requested Standard Tasks. Resolve disputes & Service issues with Customer selected maintenance vendor. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P A P P
SunGard may assist Customer in the purchasing of selected Equipment & maintenance, but Customer shall in all cases be the actual purchaser of the Equipment. Equipment Management Services Tasks
Standard Lead-Time
Critical Lead-Time
Standard Tasks Configure Device Install CPU Install Disk Install I/O Card Install Memory Install Power Supply Install System Board Move CPU
Schedule Required
Description Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc. Add CPU(s) to existing server or device. Add Disk to existing server or device. Add I/O Card to existing server or device. Add Memory to existing server or device. Add Power Supply to existing server or device. Add System Board, Planer Board, and Daughter Board to existing server or device. Move, Swap or Replace CPU(s) in existing server or device. Move, Swap or Replace Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc. Move, Swap or Replace Disk Drive in existing server or device. Move, Swap or Replace I/O Card in existing server or device. Move, Swap or Replace Memory in existing server or device. Move, Swap or Replace Power Supply in existing server or device.
10 5 5 5 5 5 5 5
2 1 1 1 1 1 1 1
Move Device Move Disk Move I/O Card Move Memory Move Power Supply Move server
5 5 5 5 5 5
5 1 1 1 1 5
Move server to new shelf, location, and cabinet.
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SunGard
Equipment Management Tasks (continued)

Standard Lead-Time
Critical Lead-Time
Standard Tasks (Cont) Move System Board
Schedule Required
Description Move, Swap or Replace System Board, Planer Board, Daughter Board in existing server or device. Permanent removal of Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc. Permanent removal of Disk Drive from existing server or Device. Permanent removal of I/O Card from existing server or device. Permanent removal of Memory from existing server or device. Permanent removal of Power Supply from existing server or device.
Remove Device Remove Disk Remove I/O Card Remove Memory Remove Power Supply Remove server Remove System Board Upgrade Microcode Immediate Tasks Power Cycle Inspect Equipment Enter Commands CPU Failure Disk Failure I/O Card Failure Memory Failure Power Supply Failure Tape Drive Failure
5 5 5 5 5 5 5 10
5 1 1 1 1 5 1 5
Permanent removal of server from cabinet or location on floor. Permanent removal of System Board, Planer Board, Daughter Board from existing server or device.
Upgrade version firmware. Description
or
revision
of
microcode
or
Request to power reset server or device. Request to inspect external conditions on server or device. Request to enter specific commands on server or device. CPU has failed or reporting errors. Disk Drive has failed or reporting errors. I/O Card has failed or reporting errors. Memory has failed or reporting errors. Power Supply has failed or reporting errors. Tape Drive has failed or reporting errors. Control Unit, Director, DASD subsystem, Tape subsystem, Printer, Console, CD ROM, or other device failure.
Device Failure
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Services Guide 6.0.0 Operating System Management Services

Operating System Management Standard Services The following Services are included for the number of servers defined in the Schedule for Managed IT Services for which Operating System Standard Management Services have been contracted for: o o o Advanced Monitoring Operating System Equipment Management Services Data Backup Services (priced separately, but required)
As an option, Customer may elect to extend the contracted for Operating System Management Services to include support for direct attached storage device(s). Direct Attached Storage is, by definition, computer storage that is directly attached to only one server via an internal SCSI or SATA RAID controller. Direct Attached Storage devices are natively managed by the attached servers operating system, and are not directly accessible to other servers without special support. Operating System Management Advanced Services The following Services are included for the number of servers defined in the Schedule for Managed IT Services for which Operating System Management Advanced Services have been contracted for: o o o Advanced Monitoring Operating System Equipment Management Services Data Backup Services (priced separately, but required)
Operating System Management Enterprise Services The following Services are included for the number of servers and their virtual/logical partitions defined in the Schedule for Managed IT Services for which Operating System Management Enterprise Services have been contracted for: o o o o o o Advanced Monitoring Operating System Equipment Management Services Operating System Management Advanced Partition Management Cluster Management Data Backup Services (priced separately, but required)
Note: Enterprise Servers are defined as servers capable of running multiple OS instances on one hardware platform, where the OS instances are isolated from each other through logical (Software/firmware) or physical (hardware) partitioning; or Servers configured in an application cluster. Examples of Enterprise Servers: IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux)
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Sun Cluster (on Solaris) Servers configured using Oracle RAC
Note: In order for SunGard to provide Operating System Management Enterprise Services, at SunGards discretion, Customer may be required to provide the appropriate management console (hardware and Software), for SunGards exclusive use, to manage the servers with logical and/or physical partitions. For example purposes, in order for SunGard to manage an IBM pSeries or iSeries server with LPARs, Customer must supply the appropriate IBM Hardware Maintenance Console (HMC), which will be accessed exclusively by SunGard. Examples of Direct Attach Storage Devices: Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24
Note: The requirements for support of a DAS device are: The DAS device must be from the same vendor as the server to which it is being attached The tools used to manage the DAS device must be the same tools used to manage the internal disks in the server There are no network switches, external controllers or third party Software used to enable the connection to the device
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Operating System (OS) Management Standard Services

SunGards Operating System (OS) Management Standard Services provide for the day-to-day support, in conjunction with a Customers internal IT team, of the server OS as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that OS Management Standard Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
Customer
OS Management Standard Services Responsibilities
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Perform initial OS installation and configuration. Perform quarterly assessment of vendor recommended Software maintenance updates. Perform continuous assessment of vendor recommended critical security patch updates and apply as requested. Notify Customer of vendor recommended Software maintenance & release changes and apply as requested. Manage shared control of OS security privileges. Design and implement OS logical backup procedures. Design and implement OS recovery procedures. Install anti-virus Software on all managed Windows servers Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A A P P P P P P P
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SunGard
P P P P P P P P P P

OS Management Standard Tasks
OS Management Standard Services
Standard Lead-Time
Critical Lead-Time
Standard Tasks Backup Configuration OS Level Upgrade OS Patch OS Version Upgrade Security Hardening Hostname Change Security Rules Immediate Tasks1 Connection Failure CPU Utilization Disk Utilization File System Capacity Internet Failure Memory Utilization Process Down Restore OS Files System Failure System Restart
Schedule Required
Description Configure backups for OS file systems. Apply OS patch bundle (Service Pack). Apply single OS level patch.
5 10 5 15 5 5 5
1 5 1 5 5 2 1 Y Y
Upgrade OS to newer version. Apply security-hardening updates to OS. Change Hostname of the computer Modify data security rules. Description Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate file system capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restore files from OS backups. Investigate OS failure, kernel panic, and system crash. Request to restart OS.
Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Application Support System Utility Services.
1
For these tasks, SunGard will follow a pre-defined Customer-supplied written procedure. If no procedure is provided, then SunGard will notify the designated Customer contact(s) in accordance with standard SunGard policy, when a designated threshold is exceeded or a failure has been detected.
52
Operating System (OS) Management Advanced Services

SunGards Operating System (OS) Management Advanced Services provide for dayto-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that OS Management Advanced Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
Customer
OS Management Advanced Services Responsibilities
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets & installation guides for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Configure hardware RAID for operating system and program files. Perform initial OS installation and configuration. configuration of management Software & agents. Provide start-up/shutdown documentation for the server. Perform quarterly assessment of vendor recommended Software maintenance updates and apply as requested. Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via SunGards Portal and apply as requested. Provide OS hardening recommendations as requested. Define OS hardening requirements. Accept OS hardening procedures or provide written authorization to bypass. Maintain control of root/Administrator security password and IDs1 Administration of 10 Active Directory and/or LDAP accounts. Design and implement OS logical backup procedures. Design and implement OS recovery procedures. Install anti-virus Software on all managed Windows servers
2
P P P P P P P P P P P P P P P A A P P P P A
Also, installation and
53
SunGard

OS Management Advanced Services Responsibilities (continued)
Customer
Monitor Customers volumes for disk space thresholds and alert Customer. If Customer contracts for Full Infrastructure Management Space, SunGard will provide the Space and the redundant Power for the server. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P P A P P
Reference the 'Customer Administrator/Root Access' in the Server Services Notes & Limitation section for further information regarding shared access.
2
Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires that Customer must contract for Managed Access Services. OS Management Advanced Services Tasks
OS Management Advanced Services
Standard Lead-Time
Critical Lead-Time
Standard Tasks Backup Configuration File System Copy File System Create File System Move Internet Configuration Monitoring Configuration OS Build OS Configuration OS Level Upgrade OS Patch OS Version Upgrade Security Hardening Security Rules Hostname Change
Schedule Required
Description Configure backups for OS file systems. Move File systems between partitions or devices. Create File system, partition or volume. Move File systems between partitions or devices. Install DNS, FTP, HTTP, SMTP, Sendmail, etc. Install & configure OS monitoring agent.
5 5 2 5 10 3 5 5 10 5 15 5 5 5
1 1 1 1 5 1 2 1 5 1 5 5 1 2 Y Y Y
Initial build of OS on new server or re-build on existing server. Configure OS Parameters, Kernel, Start-Up, Devices, etc. Apply OS patch bundle (Service Pack). Apply single OS level patch. Upgrade OS to newer version. Apply security-hardening updates to OS. Modify data security rules. Change Hostname of the computer
Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Application Support System Utility Services.
54
SunGard
P P

OS Management Advanced Services (continued)
Immediate Tasks Connection Failure CPU Utilization Disk Utilization File System Capacity Internet Failure Memory Utilization Process Down Restart Application Restore OS Files Swap Utilization System Failure System Restart
Description Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate file system capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restart application. Request to restore files from OS backups. Investigate threshold. swap space utilization exceeding
Investigate OS failure, kernel panic, and system crash. Request to restart OS.
55
Operating System (OS) Management Enterprise Services

SunGards Operating System (OS) Management Enterprise Services provide for the day-to-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for LAN Services (for the physical network) and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that OS Management Enterprise Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, LAN Services (for virtual networks configured within the Server) and Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
OS Management Enterprise Services Responsibilities
Customer SunGard
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets & installation guides for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Configure hardware RAID for operating system and program files. Perform initial OS installation and configuration. Also, installation and configuration of management Software and agents. Provide start-up/shut down documentation for the server. Perform quarterly assessment of vendor recommended Software maintenance updates. Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via the MySunGard.com as necessary. Notify Customer of vendor recommended Software maintenance and release changes via SunGards Portal and apply as necessary. Provide OS hardening recommendations Define OS hardening requirements. Accept OS hardening procedures or provide written authorization to bypass. Maintain control of root security password and IDs1 Administration of 10 Active Directory and/or LDAP accounts. Design and implement logical or physical partitions. Design and implement OS logical backup procedures.
2
P P P P P P P P P P P P P P P P P A A P P P A
56

OS Management Enterprise Services Responsibilities (continued)
Customer SunGard
Install and maintain Customer-provided and SunGard supported clustering application. Provide support for a flat Active Directory Design and implement OS restoration procedures. Install anti-virus Software on all managed Windows servers Monitor Customers volumes for disk space thresholds and alert customer If Customer contracts for Full Infrastructure Management Space, SunGard will provide the Space and the redundant Power for the server. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P P P P A P P P P A P P
2
Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires Managed Access Services. OS Management Enterprise Services Tasks
OS Management Enterprise Services
Standard Lead-Time
Critical Lead-Time
Standard Tasks Backup Configuration File System Copy File System Create File System Move Internet Configuration Monitoring Configuration OS Build OS Configuration OS Level Upgrade OS Patch OS Version Upgrade Security Hardening Security Rules
Schedule Required
Description Configure backups for OS file systems. Move File systems between partitions or devices. Create File system, partition or volume. Move File systems between partitions or devices. Install DNS, FTP, HTTP, SMTP, Sendmail, etc. Install & configure OS monitoring agent.
5 5 2 5 10 3 5 5 10 5 15 5 5
1 1 1 1 5 1 2 1 5 1 5 5 1 Y Y
Initial Build of OS on new server or Re-Build on existing server. Configure OS Parameters, Kernel, Start-Up, Devices, etc. Apply OS patch bundle (Service Pack). Apply single OS level patch. Upgrade OS to newer version. Apply security-hardening updates to OS. Modify data security rules.
57
OS Management Enterprise Services Tasks (continued)

OS Management Enterprise Services
Standard Lead-Time
Critical Lead-Time
Standard Tasks Hostname Change Create Partition Delete Partition Modify Partition Start Partition Stop/Suspend Partition Move Partition (Cold) Move Partition (Live) Reboot Partition
Schedule Required
Description Change Hostname of the computer or partition. Create a logical or physical partition on server. Delete a logical or physical partition on server. Modify the configuration of a logical or physical partition. UP a partition on a server.
5 10 5 5 1 5 5 5 5
2 5 1 1
Y Y Y
1 1 1 1
DOWN a partition on a server. Move a partition from one cluster to another via file copy and restart procedures. Move a live partition from one cluster to another via OS supported methodology. Restart a logical or physical partition
Please note that any SunGard-provided support of Software Utilities requires a Schedule on which Customer has contracted with SunGard for Application Support System Utility Services.
Description Investigate Connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate File System capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate Memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restart application. Request to restore files from OS backups. Investigate threshold. Swap space utilization exceeding
58
Services Guide 6.0.0 Server Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software for which Customer has contracted for any Server Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the third party maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole recourse for Equipment and Software failure lies with the OEM or maintenance vendor. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide OS Management Standard, Advanced and Enterprise Services. OS logs are monitored from the SunGard management fabric for alert and critical level conditions. OS logs are not manually reviewed unless a problem is detected. Failures associated with user written or other Software not under contract with SunGard for Services will be investigated solely to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. Server Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not previously identified in the Standard Tasks for that Service. Non partitioned servers are only supported by OS Management Standard or Advanced Services, which provides for OS Management of one (1) OS instance. Servers with multiple OS partitions are only supported by OS Management Enterprise Services. In order to effectively manage servers supported by OS Management Enterprise Services, all OS partitions on the server must be managed and separately identified in the Schedule for Managed IT Services. SunGard supports the server class computers from the following manufactures: Dell, HP, IBM and Sun. Due to integrated components within Blade servers, support for Blade servers from the manufacturers listed in the first sentence is on a caseby-case basis. SunGard only supports HP-UX, IBM AIX and OS400, Microsoft Windows (server Editions), Red Hat Linux Enterprise Edition, and Sun Solaris (SPARC) Operating Systems that are not End of Life (EOL). Support for OS's that have been recently released or nearing EOL, should be confirmed with the SunGards systems services group.
Licenses
Logs Unsupported Software
Other Services OS Partitions
Supported Hardware
Supported Operating Systems
59
Server Services Delivery Notes & Limitations (continued)

Customer Administrator/Root Access SunGard will allow shared root access or administrator access provided: SunGard maintains control of a root or administrator security password and ID. Customers access is traceable via a SunGard supplied process. For Operating System (OS) Management Enterprise Services only, SunGard supports the following clustering utilities: HP ServiceGuard, IBM HACMP, Microsoft Windows Clustering Services, Sun Cluster, and Veritas Cluster server. Support for clustering utilities that have been recently released or nearing EOL, should be confirmed with SunGards Systems Services group. In order for SunGard to Manage an Active Directory server: There must be two servers dedicated exclusively as Active Directory domain controllers for each domain to be managed. OS Management Advanced or Enterprise Services must be contracted for on all Active Directory domain controllers SunGard will manage a one (1) Organizational Unit. SunGard will manage a one (1) custom Group Policy. Customer must provide the design details of all Active Directory components to be managed by SunGard. Administration for more than ten (10) Active Directory accounts or one (1) Organizational Unit by SunGard, requires Managed Access Services.
Supported Clustering Utilities
Active Directory
60
Server Services Delivery Notes & Limitations (continued)

VMware The following apply to VMware ESX Servers. In order to manage VMware ESX servers, SunGard requires that all VMware servers under management be connected to SunGards management infrastructure (with a SunGard management switch with layer 3 capabilities) and VMware Virtual Center console, which are exclusively accessed by SunGard. o Note: VMware ESX servers are limited to one (1) VMware Virtual Center console connection, therefore a VMware ESX server may not be connected to another VMware Virtual Center console for Customer use. In order to support VMware ESXs VMotion, VMotion DRS and HA options: o A minimum of four (4) 10/100/1000 Ethernet network adapters per server are required; one (1) for Production, one (1) for server-to-server heart beat; one (1) for Data Backup Services; and one (1) for Monitoring and Management Services. o A Storage Area Network (SAN) is required and must be designed to enable all the VMware ESX servers in a VMotion, VMotion DRS or HA cluster have: o Connectivity to all SAN LUNs (Fibre Channel) used by the virtual machines. o Access to the same physical networks. o Compatible CPUs. If the virtualized environment within a VMware ESX server contains multiple virtual network tiers (ie. Web, Application, Database), a 10/100/1000 Ethernet network adapters will be required for each tier to support Data Backup Services. Data Backup Services for further information. The following VMware options are not supported: o Snapshots o Consolidated Backup
61
APPLICATION SERVICES
SunGard has enhanced the portfolio of available Application Services to include: Managed Citrix Services; Managed Exchange Services; Managed SAP Services and Managed Oracle eBusiness Suite Services. In order to support these Services and simplify the contracting of Application Management Services, SunGard has changed the way Application Services are represented on the Schedule for Managed IT Services and defined within the Services Guide, as described below. Application Services will be represented on the Schedule for Managed IT Services with Application Service Name followed by the underlying Operating System Management Services Name being contracted for by Customer For Example: Managed SAP Services with Operating System Management Advanced Services Managed SAP Services with Operating System Management Enterprise Services
62
Standard Application Support Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT STANDARD APPLICATION SUPPORT DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICES. SunGards Standard Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Standard Application Support Database Services is a bundled Service, which includes OS Management Standard Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services Operating System and Advanced Monitoring Services Database. Please refer to each Service defined herein for additional Service descriptions.
Customer
Standard Application Support - Database Services Responsibilities
Provide Database Management Requirements Form. Complete Database Management Requirements Form. Provision licensed Software products from supported vendors. Provision DB Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets and installation guides for DB configuration requirements. Provide verification of Software license and Software maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial DB Software product installations & configurations. Perform assessment of Software maintenance or version updates. Install and configure monitoring agent in accordance with Requirements Form Design and implement DB backup procedures. Design and implement DB recovery procedures. Provide sufficient space and target system downtime for test DB restores. Access to user with full DB rights (SYSDBA, SA) A A P P P P P P P P P P P
63
SunGard
P P P P
Customer
Standard Application Support - Database Services Responsibilities (continued)
Manage shared control of DB security privileges. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P
Standard Application Support - Database Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks DB Software Installation New DB Build New DB Conversion New Build Monitor Setup New Feature Install DB Backup Setup DB Version Upgrade DB Patch DB Restore (Production) DB Restore (Development / test) Immediate Tasks DB Connection Failure DB Restart DB System Failure Database Monitoring Event
Schedule Required
Standard Application Support Database Services
Description Install DB Software on server Add new DB to server Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature DB backup setup as outlined in backup procedure
15 10 15 5 10 5 15 5 2 5
10 5 10 3 5 3 5 3 1 3
Y Y
DB version upgrade, once annual Apply DB patch as recommended by vendor support Request to restore DB Request to restore DB Description Investigate connectivity failure, inability to access DB or application, or port down. * Request to restart Database. Investigate DB failure, hang or crash. * Investigate threshold alert
*For these tasks, SunGard will follow a pre-defined Customer written procedure. If no procedure is provided, then SunGard will notify the designated Customer contacts when a designated threshold is exceeded or failure has occurred in accordance with standard SunGard policy.
64
SunGard
A P P P
Advanced Application Support Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT ADVANCED APPLICATION SUPPORT DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICES. SunGards Advanced Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for LAN Services and Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor, The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Advanced Application Support Database Services is a bundled Service, which includes OS Management Advanced Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services Operating System and Advanced Monitoring Services Database. Please refer to each Service defined herein for additional Service descriptions.
Customer
Advanced Application Support Database Services Responsibilities
Provide Database Management Requirements Form. Complete Database Management Requirements Form. Provision licensed Software products from supported vendors. Provision DB Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets & installation guides for DB configuration requirements. Provide verification of Software license & Software maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial DB Software product installations & configurations. Perform annual assessment of vendor recommended Software release/version updates. Perform continuous assessment of vendor recommended critical security patch updates. Notify Customer of vendor recommended Software patch, maintenance & release changes. Install and configure monitoring agent based on Requirements Form P P P P P P P P
65
SunGard
P P P P P
Customer
Design and implement DB backup procedures. Design and implement DB recovery procedures. Manage control of DB security privileges. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
A A A P
Advanced Application Support Database Services Tasks

Advanced Application Support Database Services Standard Tasks DB Software Installation New Database Build New Database Conversion New Build Monitor Setup New Feature Install DB Backup Setup DB Backup Execution DB Configuration Change DB Security DB Storage DB Reorgs DB Copy /Move / Refresh DB Version Upgrade DB Patch DB Restore (Production) DB Restore (Development / test)
Critical LeadTime
Standard Lead-Time
Schedule Required
Description Install DB Software on server Add new or reinstall DB to server
15 10 15 5 10 5 3 3 3 3 5 5 15 5 2 5
10 5 10 3 5 3 1 1 1 1 3 3 5 3 1 3
Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature Configure DB Logical Backups. Execution of DB backup including exports Any DB configuration change & tuning parameter Add / change / delete user role Add / change / delete DB storage Reorganize tables, indexes or table spaces DB copy / move / refresh between partitions on supported server
DB version upgrade, once annual Apply DB patch as recommended by vendor support Request to restore DB Request to restore DB
66
SunGard
Advanced Application Support Database Services Responsibilities (continued)
P P P P P P

Advanced Application Support Database Services Tasks (continued)
Immediate Tasks DB Connection Failure DB License Failure DB Security Failure DB Monitoring Event DB Restart DB System Failure DB Performance
Description Investigate failure to connect to DB Investigate Software license failure. Investigate security failure, blocked access or system compromised. Investigate threshold alert Request to restart DB. Investigate DB failure, hang or crash. Investigation of performance issues
67
Managed Database Services

SunGards Managed Database Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Database Services include Advanced Monitoring Services Database and are available with either Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available depending on the Operating System Management Services selected in conjunction with Managed Database Services.
SUMMARY TABLE Managed Database Services with Operating System Management Advanced Services Managed Database Services with Operating System Management Enterprise Services
PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Online Reports Provision and Manage Tape Backup 24x7 Troubleshooting Proactive Patch Management Initial OS & Database Provisioning & Installation Full System and Database Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
68
Customer
Managed Database Services Responsibilities
Provide Managed Database Services Requirements Form. Complete Managed Database Services Requirements Form. Size necessary hardware database requirements. and Software to accommodate Customers P P P
Provision supported version of database Software from vendor or contract for supported version of database Software from SunGards Software Licensing Services offering. Provision database Software maintenance agreements for 24x7 OEM vendor support 1. Provide letter of agency for database Software maintenance agreement1. Provide database Software maintenance agreement change notification1. Maintain vendor database Software maintenance contracts . Provide initial Database Software installation specifications. Perform initial database Software product installations & configurations as required. Provide Advanced Monitoring Services - Database Form. Services Requirements
1
P P P P P A P P P A P P P P
Complete Advanced Monitoring Services - Database Services Requirements Form. Install and configure database Software monitoring agents based on Advanced Monitoring Services Database Requirements Form Monitor and report on database application with regard to availability. Provide remedial support for database Software related incidents identified through monitoring or as a result of an incident reported by Customer. Perform annual assessment of vendor recommended release/version updates (upon Customer request). Software
69
SunGard
P A
Customer
Managed Database Services Responsibilities (continued)
Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply upon request. Notify Customer of vendor recommended critical security patch updates and apply as requested. Design and implement database backup procedures. Design and implement database recovery procedures. Maintain sole control of related administrative/service security password and IDs.2 Install and configure database clustering on supported Servers. ONLY APPLICABLE WHEN DATABASE MANAGEMENT IS DELIVERED IN CONJUNCTION WITH OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES. Test and verify connectivity. Startup and shutdown processes as needed with regard to database availability. Configure remote access. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
A A
P P A P P
Not applicable if Customer contracts for database Software from SunGards Software Licensing Services. In such case, the maintenance support agreement will be managed by SunGard.
2
70
SunGard
P P P P P P
P P P
Managed Database Services Tasks

Managed Database Services Standard Tasks DB Software Installation New Database Build New Database Conversion New Build Monitor Setup New Feature Install DB Backup Setup DB Backup Execution DB Configuration Change DB Security DB Storage DB Reorgs DB Copy /Move / Refresh DB Upgrade DB Patch New non-standard solutions/applications DB Restore (Production) DB Restore (Development / test) Immediate Tasks DB Connection Failure DB License Failure DB Security Failure DB Monitoring Event DB Restart DB System Failure DB Performance
Standard Lead-Time
Critical Lead-Time
Schedule Required
15 10 15 5 10 5 3 3 3 3 5 5 15 5 15 2 5
10 5 10 3 5 3 1 1 1 1 3 3 5 3 10 1 3
Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature Configure DB Logical Backups. Execution of DB backup including exports Any DB configuration change & tuning parameter Add / change / delete user role Add / change / delete DB storage Reorganize tables, indexes or tablespaces DB copy / move / refresh between partitions on supported server
DB point release upgrades Apply DB patch as recommended by vendor support Installation and configuration of non-standard solutions and applications Request to restore DB in the event of a hardware failure or SunGard related issue Request to restore DB in the event of a hardware failure or SunGard related issue Description Investigate failure to connect to DB Investigate Software license failure. Investigate security failure, blocked access or system compromised. Investigate threshold alert Request to restart DB. Investigate DB failure, hang or crash. Investigation of performance issues
71
Managed Citrix Services

SunGards Managed Citrix Services provide for the support of Citrix Presentation Server as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Managed Citrix Services for Citrix environments consisting of two or less servers, include installation, configuration and management of a Microsoft SQL Server Desktop Engine (MSDE) database on the Citrix server for the Citrix Data Store. For environments with three or more Citrix servers, SunGard requires a separate SQL server database for the Citrix Data Store and licensing data. In order to meet the SQL database requirement, Customer must contract with SunGard for Managed Database Services (Advanced or Enterprise). The SQL Database does not have to be dedicated to the Citrix environment, i.e. it could be a separate instance on an existing Customer database server managed by SunGard. Please note that Managed Citrix Services include: (a) Operating System Management Advanced or Enterprises Services; and (b) Managed Database Services (applicable to environments with 3 or more Citrix servers). Please refer to the Services defined herein for additional description, as well as the summary table below of Managed Citrix activities.
SUMMARY TABLE PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Provision and Manage Tape Backup 24x7 Troubleshooting Proactive Patch Management Initial OS & Citrix Provisioning & Installation Full System and Citrix Administration Maintain sole control of related administrative/service security password and IDs Citrix Farm (load balancing and failover) Management
Managed Citrix Services with Operating System Management Advanced or Enterprise Services
72
Customer
Managed Citrix Services Responsibilities
Provide Managed Citrix Services Requirements Form. Complete Managed Citrix Services Requirements Form. Size necessary hardware and Software to accommodate Customers Citrix requirements. Perform initial Citrix installation & configuration as required on the hosted Citrix infrastructure. Procure the required number of Microsoft Terminal Services licenses based on the number of concurrent users. Install the Microsoft Terminal Services licenses provided by Customer. Procure the required number of Citrix Concurrent User Connection licenses based on the number of concurrent users. Install the Citrix Concurrent User Connection licenses provided by Customer. Procure and maintain Citrix Subscription Advantage Software maintenance. Procure and maintain vendor contract for Citrix technical support. Provide letter of agency for Citrix maintenance support contract. Procure and install Customer owned Citrix applications. Publish Citrix certified Customer owned applications. Install and configure the database instance for Citrix Data Store. Install Microsoft supplied default print drivers and the current Citrix universal print driver, as requested. Install and support third-party print drivers. Troubleshoot end-user print issues. Provide remedial support for Citrix related incidents identified through monitoring or as a result of an incident reported by Customer. Configuration of Citrix Farms and Sub Farms, including Citrix load balancing and failover parameters. Setup, maintenance and distribution of Citrix Client Software to end-users. Perform annual assessment of vendor recommended Software release/version updates upon request. Provide Customer a list of vendor recommended Software maintenance release/version updates and apply as requested. Provide Customer a list of vendor recommended critical security patch updates and apply as requested. End user account administration. Support for remote desktop support and/or roaming profiles. Verification and validation of published applications and desktops. Provide recommended Citrix backup policies. Request implementation of Citrix backup policies. Provide notice within documented lead-times for requested Standard Tasks. P P P P P A P P P P P P P A P P P A P
73
SunGard
P A P
P P P
P P
P P P
A P A
Customer
Managed Citrix Services Responsibilities (continued)
Perform requested Standard Tasks. Test & verify Vendor implemented Standard Tasks. Provide support for Immediate Tasks. A
Managed Citrix Services Tasks

Managed Citrix Services Standard Tasks
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description
Citrix Re-Build Citrix Configuration Changes Publish Application Citrix Patch Citrix Upgrade Citrix Edition Upgrade
Immediate Tasks
5 5 5 5 10 15
2 1 2 1 5 5
Re-Build of Citrix server on existing server. Configure requested changes to parameters, OS, start-up, devices, etc. Publishing of Citrix application Apply single Citrix level patch Perform point release upgrades (i.e., Presentation Server 4.0 to 4.5). Perform upgrade to new Citrix edition (i.e., Standard to Enterprise).
Description
Y Y
Connection Failure Process Down Restart Application Security Failure Software License Failure
Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate process failure, process down runaway process. Request to restart application. Investigate security failure, revoked user, blocked access, system compromised. Investigate Software License failure. or
74
SunGard
P P P
Citrix
Managed Exchange Services

SunGards Managed Exchange Services provide for support of the number of Microsoft Exchange servers and mailboxes as identified in the Schedule for Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Exchange Services include Advanced Monitoring Services Exchange and are available with either Operating System Management Advanced or Enterprise Services. Please refer to each Services Description for additional detail on each Service. The summary table below provides a list of available features depending on the Operating System Management Services selected in conjunction with Managed Exchange Services.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Online Reports Provision and Manage Tape Backup 24x7 Troubleshooting Proactive Patch Management Initial OS & Exchange Provisioning & Installation Full System and Exchange Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Managed Exchange Services with Operating System Management Advanced Services
Managed Exchange Services with Operating System Management Enterprise Services
75
Customer
Provide Managed Exchange Services requirements form. Complete Managed Exchange Services requirements form. Size necessary hardware and Software to accommodate Customers Microsoft Exchange requirements. Provision supported version of Exchange Software from vendor or contract for supported version of Exchange Software from SunGards Software Licensing Services offering. Provision Exchange Software maintenance agreements for 24x7 OEM vendor support1. Provide letter of agency for Microsoft Exchange Software maintenance agreement1. Provide Microsoft notification1. Exchange Software maintenance agreement change P P P
P P P P P P A
Maintain vendor Microsoft Exchange Software maintenance contracts1. Provide initial Microsoft Exchange Software installation specifications. Provide detailed information about current email environment configuration including: number of mailboxes, user names, distribution lists, aliases, mailbox size, desktop OS, and location. Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the managed servers. Perform initial Microsoft Exchange Software installations & configurations as required. Identifying end user application performance issues related to email delivery, and assist SunGard in identifying and characterizing performance bottlenecks. Set and enforce mailbox size limits per SunGard recommendations. Set and enforce message size limits per SunGard recommendations. Ensure that each desktop accessing the Managed Microsoft Exchange environment is running a supported OS with a supported patch level. Provide SunGard with approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software. Install and manage Customer-provided and SunGard approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software. Provide Microsoft Exchange Software monitoring requirements form. Complete Microsoft Exchange Software monitoring requirements form. Install and configure Microsoft Exchange Software monitoring agents. Monitor and report Microsoft Exchange application for availability. Provide remedial support for Microsoft Exchange related incidents identified through monitoring or as a result of an incident reported by Customer. Perform email user account creation and administrative related tasks.
P P P P P P P P P P A P P A P P
76
SunGard
Managed Exchange Services Responsibilities
Customer
Provide email user technical support services. Responsible for testing and certifying all non-SunGard supported third party vendor patches/updates prior to installation within the Exchange Servers environment. Perform annual assessment of vendor recommended Software release/version updates (upon customer request). Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply as requested. Notify Customer of vendor recommended critical security patch updates and apply as requested. Provide notice within documented lead-times for requested Standard Tasks. Design and implement logical backup & recovery of Software files. Maintain sole control of related administrative/service security password and IDs. 2 Install and configure Exchange clustering on supported Servers. (ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES IS DELIVERED IN CONJUNCTION WITH OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES). Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P P A
P A P P P
Not applicable if Customer contracts for Exchange Software from SunGards Software Licensing Services, the maintenance support agreement will be provided and managed by SunGard.
2
Managed Exchange Services Tasks

Emergency Lead
Standard Lead
Standard Tasks New Feature Install Coordinate DNS Change Create/delete/modifie d Mail Store/storage group
Schedule Required
Description Install / configure Microsoft Exchange
10 5
5 3
component or new feature
Create/delete/modified MX records Create/delete requested Mail Store/storage group as
77
SunGard
Managed Exchange Services Responsibilities (continued)
P P P
P P P
Emergency Lead
Standard Lead
Standard Tasks (continued) Create/delete/modifie d Mail connector Install SSL Certificate Create/delete/modifie d mail routing parameters Restore Deleted Mailbox from information store
Schedule Required
Description Create/delete mail connector Install Customer or SunGard administered and provided SSL Cert
2 2
1 1
Create/delete/modified mail routing parameters Ability to restore the mailbox is limited to retention period defined by Customer and does not include restoration from tape (Limited to two instances per year before additional fees apply)
2 5
1 3
Microsoft Exchange Software Patch

Immediate Tasks Virus Outbreak Security Breach Software Failure Software License Failure Connection Failure CPU Utilization Disk Utilization File System Capacity Internet Failure Memory Utilization Process Down Restart Application Restore OS Files Security Failure Swap Utilization System Failure System Restart
Apply Microsoft Exchange Software patch as recommended by vendor support

Description Investigate remediate virus outbreak Investigate and remediate security breach Investigate Software failure or crash. Investigate Software License failure. Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate disk utilization exceeding threshold. Investigate threshold. file system capacity exceeding
Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process runaway process. failure, process down or
Request to restart application. Request to restore files from OS backups. Investigate Security failure, revoked user, blocked access, system compromised, etc. Investigate threshold. Swap space utilization exceeding
Investigate OS failure, kernel panic, and system crash. Restart OS which will not impact availability.
78
Application Support - System Utility Services

SunGards Application Support - System Utility Services provide for the day-to-day support of the system Software utilities as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must contract with SunGard for: a) LAN Services; b) OS Management Services; c) Data Backup Services; and d) a SunGard provided KVM switch and monitor. Supported applications under System Utility Services include: Microsoft Internet Information Services (IIS) Apache HTTP Server RIM Blackberry Enterprise Server File Transfer Protocol (FTP) Servers that are packaged with the original Operating System release by the vendor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Application Support - System Utility Services Responsibilities
Subscribe with SunGard for OS Management Standard, Advanced or Enterprise Services. Provision Software products from supported vendors. Provision Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets & installation guides for Software. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial Software installations and configurations as required. Perform annual assessment of vendor recommended Software release/version updates (upon Customer request). Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply as requested. Provide hardening requirements as needed. Accept hardening requirements or provide written authorization to bypass. Maintain control of related security password and IDs.
P P P P P P P P P P P P P
79
SunGard
Customer
Application Support - System Utility Services Responsibilities (continued)
Design and implement logical backup and recovery of Software files. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Management (add/delete/modify) of end-user accounts. Determining requirements & capacity planning. Troubleshoot issues related to server operation. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. P P A A P
Application Support - System Utility Services Tasks

Application Support System Utility Services Standard Tasks Software Configuration Software Install Software Patch Software Upgrade Immediate Tasks Restore Software Files Software Failure Software License Failure
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Configure Software initialization & tuning parameters. Install Software product. Apply single patch to Software product. Perform point release upgrades. Description Request to restore files from Software backups. Investigate Software failure or crash. Investigate Software failure.
5 5 5 10
1 3 1 5
80
SunGard
P P A P P P
Managed SAP Services

SunGards Managed SAP Services provide SAP application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed SAP Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed SAP Services is contracted for with either Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available dependent upon the Operating System Management Services selected in conjunction with Managed SAP Services.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Online Reports 24x7 Troubleshooting Proactive Patch Management Initial OS & SAP Provisioning & Installation Full System and SAP Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Managed SAP Services with Operating System Management Advanced Services
Managed SAP Services with Operating System Management Enterprise Services
81
Customer
Managed SAP Services Responsibilities
Provide Managed SAP Services Requirements Form. Complete Managed SAP Services Management Requirements Form. Provision licensed SAP Software products. Provision SAP Software vendor maintenance agreements. Maintain SAP Software vendor maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide SAP customer ID to facilitate support access. Provision SAP system hardware. Provision SAP system hardware vendor maintenance agreements. Maintain SAP system hardware vendor maintenance agreements. Initiate support requests for configuration changes, operational tasks and data actions events. Provide and maintain Online Service System (OSS) connectivity to SAP. Identify key SAP performance indicators and appropriate threshold levels for monitoring and reporting. Document response requirements and escalation paths for various alert types. Monitor and report system performance and trends. Adjust monitoring events and threshold levels as needed. Make recommendations regarding resource consumption and trends. A A A P P P P P P P P P P
82
SunGard
P P P P P P
Customer
Managed SAP Services Responsibilities (continued)
Identify, troubleshoot and resolve system problems. Identify requirements for performance tuning. Propose enhancements to correct performance problems. Conduct system performance tuning. Submit SAP transport change requests. Execute SAP transports. Provide incident resolution related to SAP technical transport issues. Provide incident resolution related to SAP functional transport issues Maintain documentation of all SAP transport changes. Maintain the SAP transport system. Maintain documentation of SAP transport procedures. Identify SAP print requirements and driver standards. SAP printer output requests, media handling and port clearing. Set up SAP print queues. Manage SAP print queue interface. Manage SAP print spool. Resolve SAP print spool problems. Create, manage and execute batch job schedule. Monitor for critical batch job completion or failures. Report and escalate critical batch job failures. Define and escalate batch restart rules. Perform batch job restarts. Identify availability and suitability of SAP service packs, primary and secondary SAP application patches. Validate infrastructure, and interoperability compliance for SAP patches. Approve installation of SAP application patches. Install SAP application patches in development and release to Customer for validation. Install SAP application patches in test and release to Customer for validation. Approve SAP application patch promotion to production. Install SAP application patches to production. Document SAP application patch technical changes. Identify and communicate minimum SAP application version upgrade levels for supportability. Identify and communicate desired SAP application version level (functionality upgrades). Validate infrastructure, and interoperability for SAP application version upgrade. P P P P P A A A P P P A A P A P A
83
SunGard
P P P P P P A P P P A P P P P P P
P P P P P P P
Customer
Develop detailed SAP application version upgrade technical project plan. Develop testing plan for SAP application version upgrades. Execute technical SAP application version development, test and production stages. upgrade to plan through
A P
Execute validation steps to plan through development, test and production stages for new SAP application version level. Begin production application administration on new SAP application version level. Document SAP version upgrade technical changes. Maintain Software release levels at least one step below the most current vendor release, or the minimum recommended vendor release level where applicable unless required by Customer for specific technical or functionality reasons. Monitor SAP system data security for violations based on Customer security policies. Report SAP system security violations for monitored activities. Monitor user system activity. Lock and unlock user IDs/sessions, if needed. Manage SAP system security profiles and user IDs. Manage SAP root and system administrator security. Identify data backup and storage requirements. Perform scheduled data backups per schedule. Provide data backup handling, storage coordination and maintain media. Store backed up data in a secure environment. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
P P P P P P P A P
84
SunGard
Managed SAP Services Responsibilities (continued)
P A P A P P P P P P P
Managed SAP Services Tasks

Managed SAP Services
Standard Lead-Time Critical LeadTime
Standard Tasks SAP transport processing
Schedule Required Schedule Required
Description Execute SAP transport request Execute SAP print queue setup Execute job management requests Planning and implementation for SAP primary and secondary application patches. applied as needed. Planning and implementation for SAP application version upgrade. Upgrades are limited to point release upgrades.
1 2 1 5
1 1 1 1
SAP print queue setup Specific job management requests SAP application patches
SAP upgrades SAP application backup setup SAP application backup execution Managed SAP Services Immediate Tasks Application connection failure Application license failure Application Security failure Application monitoring event Application restart Application performance
120 5 3 3 1
Critical LeadTime
Configure SAP application backups Execution of SAP application backups
Standard Lead-Time
Description Investigate failure to connect to application Investigate Software License failure. Investigate security failure, blocked access or system compromised Investigate threshold alert Request to restart application. Investigation of performance issues
85
Managed Oracle E-Business (EBS) Suite Services

SunGards Managed Oracle E-Business (EBS) Suite Services provide Oracle EBS application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed Oracle EBS Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Oracle E-Business (EBS) Suite Services solids contracted for with Operating System Management Advanced or Enterprise Services. Please refer to each Service section defined herein for additional descriptions and requirements, as well as the summary table below for an understanding of which features are available depending on the Operating System Management Services selected in conjunction with Managed Oracle EBS Services.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Online Reports 24x7 Troubleshooting Proactive Patch Management Initial OS & Oracle EBS Provisioning & Installation Full System and Oracle EBS Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Managed Oracle EBS Services with Operating System Management Advanced Services
Managed Oracle EBS Services with Operating System Management Enterprise Services
86
Customer
Managed Oracle E-Business (EBS) Suite Services Responsibilities
Provide Managed Oracle EBS Services Requirements Form. Complete Managed Oracle EBS Services Requirements Form. Provision licensed Oracle EBS Software products. Provision Oracle EBS Software vendor maintenance agreements. Maintain Oracle EBS Software vendor maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide Oracle EBS Customer ID to facilitate support access. Provision Oracle EBS system hardware. Provision Oracle EBS system hardware vendor maintenance agreements. Maintain Oracle EBS system hardware vendor maintenance agreements. Initiate support requests for configuration changes, operational tasks and data actions events. Provide and maintain Oracle MetaLink online access for Software updates and level-3 vendor support. Identify key Oracle EBS performance indicators and appropriate threshold levels for monitoring and reporting. Document response requirements and escalation paths for various alert types. Monitor and report system performance and trends. Adjust monitoring events and threshold levels as needed. Make recommendations regarding resource consumption and trends. A P P P P P P P P P P P A A
87
SunGard
P P P P P
Customer
Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)
Identify, troubleshoot and resolve system problems. Identify requirements for performance tuning. Propose enhancements to correct performance problems. Conduct system performance tuning. Review and analyze system logs and take corrective action. Identify Oracle EBS print requirements and driver standards. Oracle EBS printer output requests, media handling and port clearing. Set up Oracle EBS print queues. Manage Oracle EBS print queue interface. Manage Oracle EBS print spool. Resolve Oracle EBS print spool problems. Create, manage and execute batch job schedule. Report and escalate critical batch job failures. Define batch restart rules. Perform batch job restarts. Identify availability and suitability of Oracle EBS application updates and patches. Validate infrastructure, and interoperability compliance for Oracle EBS patches. Approve installation of Oracle EBS application patches. Install Oracle EBS application patches in development and release to Customer for validation. Install Oracle EBS application patches in test and release to Customer for validation. Approve Oracle EBS application patch promotion to production. Install Oracle EBS application patches to production. Identify and communicate minimum Oracle EBS application version upgrade levels for supportability. Identify and communicate (functionality upgrades). desired Oracle EBS application version level P P P P A A A A P P P A A
Validate infrastructure, and interoperability for Oracle EBS application version upgrade.
88
SunGard
P P P P P A P P P P P P P P P P
P P
Customer
Develop detailed Oracle EBS application version upgrade technical project plan. Develop testing plan for Oracle EBS application version upgrades. Execute technical Oracle EBS application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new Oracle EBS application version level. Begin production application administration on new Oracle EBS application version level. Document Oracle EBS version upgrade technical changes. Maintain Software release levels at least one step below the most current vendor release, or the minimum recommended vendor release level where applicable unless required by Customer for specific technical or functionality reasons. Monitor user system activity. Lock and unlock application level user IDs/sessions, if needed. Lock and unlock database level user IDs/sessions, if needed. Manage Oracle EBS system security profiles and user IDs. Manage Oracle EBS root and system administrator security. Identify data backup and storage requirements. Perform scheduled data backups per schedule. Provide data backup handling, storage coordination and maintain media. Store backed up data in a secure environment. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
A P
P P P P P P P P P A P
89
SunGard
Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)
P A P A P P P P
Standard Lead-Time
Oracle EBS Management Services
Critical LeadTime
Standard Tasks Oracle EBS print queue setup Specific job management requests Oracle EBS application patches Oracle EBS upgrades Oracle EBS application backup setup Oracle EBS application backup execution Oracle EBS Management Services Immediate Tasks Application connection failure Application license failure Application security failure Application monitoring event Application restart Application performance
Description Execute Oracle EBS print queue setup Execute job management requests Planning and implementation for Oracle EBS primary and secondary application patches. applied as needed. Planning and implementation for Oracle EBS application upgrades. Upgrades are limited to point release upgrades.
2 1 5
1 1 1
120 5 3 3 1
Critical LeadTime
Configure Oracle EBS application backups Execution of Oracle EBS application backups
Standard Lead-Time
Description Investigate failure to connect to application Investigate Software license failure. Investigate security failure, blocked access or system compromised Investigate threshold alert Request to restart application. Investigation of performance issues
90
Software Licensing Services

SunGards Software Licensing Services provide for a monthly subscription to Operating System and or application Software for use in conjunction with Customer servers which are under contract with SunGard for Server Services or Application Services as identified in the Schedule for Managed IT Services. SunGard provides the Software instance and maintains the maintenance agreement with the Software vendor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
System Licensing Services Responsibilities
Subscribe with SunGard for Server Services. Provide required OEM licensing agreement(s). Complete and return to SunGard any OEM licensing agreement(s). Provision Software products from supported vendors. Provision Software maintenance agreements for 24x7 OEM vendor support. Install and configure Software package.
P P P P P P
Production Control Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT PRODUCTION CONTROL SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGards Production Control Services provide for the monitoring and response to production jobs scheduled through SunGard supported Software packages. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
91
SunGard
Customer
Production Control Services Responsibilities
Provide job schedules, failure response, notifications & escalation procedures. Provide notice within documented Lead-Times for schedule changes. Add, modify & remove schedules as requested. Provide notification of schedule conflicts. Provide schedule status and reports as requested. Monitor schedules. Respond to schedule issues by following provided procedures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks.
P P A P P P P P P P A P
Production Control Services Tasks

Critical LeadTime
Standard Lead-Time
Production Control Services
Standard Tasks Add Job Add Schedule Configure Software Remove Job Remove Schedule Update Job Update Schedule Immediate Tasks Schedule Status Run Job Cancel Job Down Job Schedule Problem
Schedule Required
Description Add jobs to existing schedule. Add new schedule. Configure scheduling package parameters, add/remove libraries, etc. Remove job from existing schedule. Remove existing schedule. Update jobs in existing schedule. Update existing schedule. Description Request for current schedule status. Request to execute ad-hoc job. Request to cancel production job. Respond to scheduled job failure. Respond to schedule conflicts, missing resources, contention.
5 10 10 5 5 5 5
1 5 5 1 1 1 1
92
SunGard
E-mail Availability Service (EAS)

SunGard Email Availability Services (EAS) ) is a highly reliable e-mail continuity service that provides an on-demand, easy-to-administer safety net for Customers requiring uninterrupted e-mail communication. Based on secure, open source MTA (Message Transfer Agent), database and web components, EAS provides a scalable messaging platform that supports instant fail over continuity of enterprise e-mail activity should an event incapacitate either a portion or the entirety of an organizations e-mail capabilities and infrastructure. Customer access to EAS via web browser provides users with the ability to communicate from anywhere, at anytime. Key e-mail components including Global Address Lists (GALs), Distribution Lists (DLs), calendar entries, etc., are replicated to the EAS infrastructure. An optional capability known as ActiveMailbox provides the subscriber with the ability to designate storage of historical e-mail to be available at time of activation. SunGard will provide support based upon the number of mailboxes as identified in the Schedule. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
E-mail Availability Services Responsibilities
Provide Messaging & Collaboration questionnaire Complete Messaging & Collaboration questionnaire Conduct kick off & pre-installation meeting(s) Provide detailed information about current email environment configuration including: number of mailboxes, clusters, servers and firewall/proxies Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the Services Provide and configure (ActiveMailbox only) VaultBox server per current specifications P A P P P P P P
P P
Perform EAS installation & hardware configuration Perform Outlook Extension installation and rollout Identify and setup system administrators and special users Administrator and special user training (Help Desk and Reviewer Roles) Storage management policies defined and populated (ActiveMailbox only) Retention policies defined and populated for production (ActiveMailbox only) Fault and transition alerts setup Perform EAS Operational Readiness Checklist Review EAS test(s) prior to deployment Complete EAS Authorization Forms Complete EAS training for all system administrators End User Welcome/URL Communication Activate EAS for testing purposes
P P P P P P P P P P A A A
93
EAS Standard Tasks

Standard Lead-Time Schedule Required
E-mail Availability Services Standard Tasks Add Windows Authentication
Critical Lead-Time
Description Adding Windows Authentication functionality to EAS after contract execution requires a Schedule change and an implementation request Adding Active Mailbox functionality to EAS after contract execution requires a Schedule change and an implementation request Adding BlackBerry Service functionality to EAS after contract execution requires a Schedule change and an implementation request Adding Outlook Extension functionality to EAS requires a new Schedule if the Customers current Exhibit does not specify the functionality as part of the Services. Description Services are activated immediately if a Customer calls into the EAS helpdesk (if they are unable to activate the Services via the web due to lack of internet access)
30
10
Add ActiveMailbox
30
10
Add BlackBerry Service
30
10
Add Outlook Extension Immediate Tasks
30
10
Activation of EAS
94
Managed E-mail Archiving Service (MEAS)

SunGards MEAS provides a turnkey solution for mailbox management, litigation support by way of electronic discovery, and limited compliance discovery requirements coupled with world-class information availability infrastructure assurance. The Services provides Customers with a hosted, managed service alternative for their email archival. This solution includes capabilities and technology such as real time archival, rapid basic and advanced search and retrieval features, full text indexing, de-duplication and mailbox management features. SunGard will provide for support of the number of mailboxes as identified in the Schedule. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
Managed E-mail Archiving Services Responsibilities
Provide Messaging and Collaboration questionnaire Complete Messaging and Collaboration questionnaire Conduct kick off and pre-installation meeting(s) Provide detailed information about current email environment configuration, including the number of mailboxes, clusters, servers, firewall/proxies Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the Services Provide and configure VaultBox server per current specifications Perform MEAS installation and hardware configuration per Administrators Guide and SunGards direction Identify and setup system administrators and special users Perform administrator and special user training (Help Desk and Reviewer Roles) Storage management policies defined and populated Retention policies defined and populated for production E-mail Import production E-mail messages Validate historical import Fault and transition alerts setup Perform MEAS Operational Readiness Checklist Review Perform MEAS test prior to deployment Complete MEAS Authorization Forms Complete MEAS training for all system administrators End User Welcome/URL Communication P P P P P P P P P P P A P P P P P
P P
A A A
95
Services Guide 6.0.0 E-mail Protection Service (EPS)

SunGards E-mail Protection Services (EPS) provide Customer with continuous protection against viruses, spam and unwanted content. The Services route every primary MX record that is sent to and from the Customers IT environment through redundant servers and hardened data centers. Customer e-mail is automatically scanned in real-time using an advanced engine that intelligently inspects thousands of attributes. Mail containing confirmed viruses, suspected spam and unwanted content is quarantined for Customer viewing and eliminated on a periodic base. For emails with a confirmed virus, the text of the message is made available for viewing. These tasks are handled at the perimeter level, before the e-mail enters the Customers systems and mailboxes, preventing the e-mails from causing problems for end users and within the IT environment. A daily quarantine log gives end users the capability to view quarantined e-mails. Depending on the type of email and company-defined policies, end-users also can release certain types of emails, edit safe/block lists and adjust anti-span parameters SunGard will provide support for the number of mailboxes as identified in the Schedule. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
E-mail Protection Services Responsibilities
Provide Messaging and Collaboration questionnaire Complete Messaging and Collaboration questionnaire Conduct kick off and pre-installation meetings Provide detailed information about current email environment configuration including the number of mailboxes, clusters, servers and firewall/proxies Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the Services Perform EPS installation and configuration per administrators guide and SunGards direction Identify and setup system administrators and special users Perform administrator and special user training (Help Desk and reviewer roles) Fault and transition alerts setup Perform EPS Operational Readiness Checklist Review Perform EPS test(s) prior to deployment Complete EPS Authorization Forms Complete EPS training for all system administrators End User Welcome/URL Communication P P P P P P P A P P P P
P P
P A A A
96
Application Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software contracted under Application Management Services, SunGard does not guarantee a time to fix. SunGard will engage and manage vendors in accordance with the terms of the underlying Customer maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for Equipment & Software failure lies with the OEM or maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses will be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Application Services. SunGard will not start an installation until the license(s) can be verified. Database and Microsoft Exchange logs are monitored from the SunGard management fabric for alert and critical level conditions. Database and Microsoft Exchange logs are monitored for certain error context strings and are not manually reviewed unless a problem occurs. Software Utility logs associated with System Utility Services are not monitored and are used for incident resolution only. Failures associated with user written or other Software not supported by the SunGard Services will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, Microsoft Exchange or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. SunGard may assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Security services are limited to the security capabilities delivered with the base Software environment. For example maintaining users, groups, and file-system privileges. Standard and Advanced Application Support Database Services and Managed Database Services provide for database management of one (1) DB instance on the server defined in the Schedule for Managed IT Services. If the server supports multiple DB instances, each instance must be separately contracted for with SunGard and identified in the applicable Schedule for Managed IT Services. Installations of SQL server in a clustered environment will require a separate cluster group for each instance of SQL server installed in the cluster.
Peripherals
Licenses
Logs
Unsupported Software
Security Database Instances
SQL Server Clusters
97
Application Services Delivery Notes & Limitations (continued)

Supported Databases SunGard only supports Oracle and Microsoft SQL Database Management Systems (DBMS) that are not End of Life (EOL) and those which are under active support by the respective vendor. Support for DBMS that have been recently released or nearing EOL, should be confirmed with the SunGards application services group Any DB configurations involving RAC, DataGuard (Oracle Standby DB), and SQL server log shipping will require an Addendum to define Customers unique requirements. Customers will be charged per DB instance in the configuration. In DataGard and log shipping configurations SunGard must manage all instances involved in the configuration. Oracle RAC configurations will typically be charged by the number of DB instances in the configuration plus one additional DB instance. The additional instance charge is due to the complexity of the configuration which involves ASM (Automatic Storage Management) and CRS (Cluster Ready Services). Any configurations using SAN technologies of mirror splitting (ie. BCVs) to refresh or copy data to other DB nodes in the environment. Configurations involving Oracle Replication and SQL server DB mirroring are not supported. SunGard will support the DB management of these DBs; however the configuration, monitoring and support of the data replication will be the responsibility of the Customer. Installations of Oracle Standard Edition. Installations of SQL server on a Domain Controller. OS and DB version combinations not certified by the DB vendor. Microsoft Failover for Oracle Databases. A DB that is part of an SAP application environment can not be managed by SunGard under Standard or Advanced Database Services due to SAP driven restrictions. It requires SAP DBA Manager and the management of the DB cannot be decoupled. SunGard does have a comprehensive SAP offering which includes support and management of the DB as well as other SAP oriented elements.
Database configurations requiring special contract addendum.
Unsupported Database Configurations
98

Database Configurations on Virtualized Servers Development and Test Databases Testing Environments Microsoft SQL Clustering on virtualized servers is contrary to Microsoft best practice and is not recommended or supported by SunGard as it adversely affects performance. Databases used for testing and development purposes will not be included in Priority 1 escalations during off business hours unless required by the Customer. A testing environment is strongly recommended within Customers configuration in order to be able to successfully test and validate patching and version upgrades. All application testing and validation is the responsibility of the Customer. If a testing environment is not available for SunGard to perform these tasks, Customer acknowledges that the Service Level Commitments in the Managed IT Services Exhibit are not applicable in the event that an upgrade or patch causes an extended DB production outage. Testing environments are also valuable for DB backup validation, which can be done a semi-annual basis if enough storage is available in the testing environment. SunGard will allow shared root access or administrator access provided: SunGard maintains control of a root or administrator security password and ID. Customers access is traceable via a SunGard supplied process. The following apply to Managed Citrix Services. Domain controller o The domain controller can not be installed on the same server as the Citrix application due to security requirements. o Customer is responsible for supplying the required hardware and Software for the domain controller. SunGard recommends multiple (at least two) domain controllers for redundancy. o Customer has the option to contract with SunGard for management of the domain controller under Operating System Management Enterprise Services. SunGard does not support the following types of Citrix accounts: o Anonymous accounts o Shared end-user accounts
Customer Administrator/Root
Managed Citrix Services
99

Microsoft Exchange Managed Exchange Services only provides administrative support for Microsoft Exchange email capabilities. Support for public folder, collaboration and interoperability with other applications other than approved Software is not supported. Microsoft Exchange Clustering is only supported in conjunction with Servers that are under contract for Operating System Management Enterprises Services, and requires: a) Customer to subscribe to SunGard SAN Services - if a SAN is part of the Exchange environment; and b) running a supported version of Windows Server Enterprise Edition. SunGard does not support the following Microsoft Exchange Configurations: Configurations involving server/host based replication Software are not supported, unless the replication Software application is managed by SunGards Server Replication Services. Installations of Microsoft Exchange, whereas Microsoft Exchange and Windows share the same RAID group. Installations of Microsoft Exchange on a Domain Controller. OS and Microsoft Exchange version combinations not certified by the Microsoft. SunGard only supports SunGard approved Microsoft Exchange versions and Antivirus and Anti-spam Software that are not End of Life (EOL) and those which are under active support by the vendor. Support for Software that has been recently released or nearing EOL, should be confirmed with SunGard. SunGard recommends that Customer provide desktop virus protection in real time protection mode with virus definition files updates weekly on every desktop that accesses the hosted environment. SunGard recommends that Customer provides network edge based antivirus, SPAM, and content filtering Software and/or hardware.
Supported Exchange, Antivirus and Antispam Software
100

Application Support System Utility Services (RIM Blackberry Enterprise Server) In support of RIM Blackberry Enterprise Server (BES) in conjunction with Managed Exchange Services SunGard will: o Configure Customer's Exchange environment to help ensure appropriate connectivity and operation of the BES. o Install initial and subsequent BlackBerry device licenses. o Troubleshoot active directory (AD) issues related to BES server where SunGard is supporting/managing the AD environment. o Test connectivity (send/receive messages) using a BlackBerry device configured for use on Customer's network when notified of a suspected server issue. o Monitor following services to confirm BlackBerry application is running. besSysHealthServerInstance besMailServerHealthServerInstance Event Log Monitoring BES Windows services. Blackberry Mobile Data Service is disabled as default. It can be enabled upon request.
101
Managed SAP & Oracle EBS Services
Software failures: Failures associated with user written or other Software not supported by SunGard will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, SAP application, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with Customer. SunGard will assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Database copies: No more than one (1) system copy per supported SAP landscape or Oracle EBS environment performed per quarter. Version upgrades: No more than one (1) SAP System ID (SID) or Oracle EBS application instance version upgrade per year. Where applicable, Application upgrades (same versions) within a single SunGard contracted application environment may be batched as a single Support Request for each category. SunGard will review the number of monthly Support Requests processed at the quarterly service review meeting to determine if the number is within the pre-determined frequency levels as defined in Notes & Limitations. In the event the Support Requests exceed the standard number, Customer may be required to contract for additional services.
102
STORAGE SERVICES
Data Backup Services
SunGards Data Backup Services provide for regularly scheduled storage backups of file systems, database and application data as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Standard and Advanced Data Backup Services Responsibilities
Provide Tape Backup Requirements Form. Complete Tape Backup Requirements Form. Identify each server (target system) that will connect to tape backup network. Identify port type to support target system backup requirements. Provide two dedicated ports per target system of the specific type as identified by SunGard. 1 Provide administrative level user account on each target system for SunGard use on a permanent basis. Allow connectivity to target system from the SunGard management network. Install and configure backup agent Software on Customer server. Provide data backup requirements (file systems, folders, etc.) Develop Database backup & restore methodology on target servers2. Provide sufficient disk space and target system downtime for test restore. Verify backup configuration and perform one initial restoration test. Schedule daily incremental file system backup, for the retention period as set forth in the Requirements Form. Schedule daily DB backups, for the retention period as set forth in the Tape Backup Requirements Form. P P P P P P P P
103
SunGard
P P P
Customer
Standard and Advanced Data Backup Services Responsibilities (continued)
Investigate backup failures on target servers3. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Weekly off-site storage of backup data4. This option is only available with Standard Data Backup Services. Daily off-site storage of backup data5. This option is only available with Advanced Data Backup Services.
1
P P A P P P
One 10/100 Ethernet adapter for server management access and one additional 10/100 Ethernet adapter for servers with less than 50GB of data to backup, or one 10/100/1000 Ethernet adapter for servers with greater than 50GB of data to backup.
2
For databases managed under Managed Database Services, SunGard provides the backup methodology. Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis.
3 4 5
Available with Standard Data Backup Services only. Available with Advanced Data Backup Services only.
104
SunGard
Standard and Advanced Data Backup Services Standard Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks
Schedule Required
Standard and Advanced Data Backup Services
Description Configure backups for user file systems, change existing schedules, and the addition of new file systems. Initiate a restore to a server under contract for Data Backup Services to validate restore capabilities. Disable existing backup schedule. Enable existing backup schedule that has been previously disabled.
Configure Backups Test Restore Disable Schedule Enable Schedule Install Backups Custom Archival Immediate Tasks Backup Failure Backup Performance Restore Files
10 10 5 5 10 45
5 5 1 1 5 30 Y Y
Add server to backup infrastructure. Custom archival options, offsite retention periods for Customer files. Description Investigate & attempt to resolve backup failures. Investigate backup performance issues. Request to restore files from user file system backups. and increased
105
SAN Services
SunGards SAN Services provide for the amount of disk storage to be attached to Customer systems as identified in the Schedule for Managed IT Services. SAN Services are provided either through a shared Storage Area Network (SAN) infrastructure in minimum increments of 8GB, or through a dedicated SAN infrastructure. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Shared and Dedicated SAN Services Responsibilities
Provide Managed Storage Requirements Form if required. Complete Managed Storage Requirements Form if required. Identify each server (target system) that will connect to SAN. Provide two (2) fiber paths per target system for SAN connectivity.1 Identify SunGard supported Host Bus Adapter (HBA) for target systems. Provide SunGard supported HBA(s) for target systems. Install connection from HBA(s) to target systems. Map system HBA(s) to storage device Fiber Adapters. Assign & mask LUN(s) for new allocations. Install & configure device drivers, path management, and storage management Software for target systems; configure target server OS to support LUN(s), and resolve target system Software failures.2 Monitor and maintain SAN availability and capacity for SunGard shared SAN. Resolve reported or detected storage device failures. Provide notice within documented Lead Times for Standard Tasks. Provide Standard Tasks as scheduled. Test and verify SunGard implemented Standard Tasks. Provide support for SAN Immediate Tasks.
1 2
P P P P P P P P P
P P A P P
Only Applicable for with SunGard Shared SAN Services
For target servers under contract with SunGard for OS Management Services and in combination with SunGards Shared SAN offering, SunGard provides the support for server based storage management Software.
106
SunGard
P P
Shared and Dedicated SAN Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks SAN Increase SAN Decrease SAN Add Path SAN Add System SAN Remove Path SAN Remove System SAN BCV Establish * SAN BCV Create Backup * SAN BCV Create Copy * SAN BCV Remove * Immediate Tasks SAN Failure SAN Performance
Schedule Required
Shared and Dedicated SAN Services Management
Description Increase storage allocation available to systems. Decrease storage allocation available to systems. Add data path to existing SAN connected system. Add system to SAN infrastructure. Remove data path from existing SAN connected system. Remove system from SAN infrastructure. Establish a BCV pair (additional mirrored volume). Develop backup procedures using established BCV. Copy Customer data volumes development and staging. for use with
5 5 10 10 10 10 10 10 10 10
1 1 5 5 5 5 5 5 5 5
Y Y Y Y Y Y Y Y Y Y
Remove previously established BCV pair. Description Resolve SAN failures. Investigate SAN performance issues.
* Indicates Tasks are only available for Dedicated SAN configurations.
107
Vaulting Services
SunGards Vaulting Services provide for the electronic backup of file systems and DB data as contracted for in the Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Vaulting Services Responsibilities
Provide Vaulting Environmental Assessment Form. Complete Vaulting Environmental Assessment Form. Identify server/desktop size, data type, location, and OS to be backed up. Provide or contract for Internet access or dedicated connectivity to the vault. Provide Software and agents. Provide vaulting servers and data storage. Provide 24/7 monitoring and support of vault infrastructure. Connectivity to the applicable Recovery Services configuration(s) for Tests or in the event of a Customer Disaster, at the designated SunGard facility. This is only available if Customer contracts for Recovery Services or Restoration Services for Managed IT Services with SunGard. Provide then available backup reports. Perform standard tasks. Installation of CentralControl and agents on all systems/servers from which data will be backed up. 1 Select files for backup. Schedule backup times and frequency. Set retention parameters. Create encryption and security access rights.
1 1
P P P P P P P
P P P P P
Not applicable if Customer also contracts for Vaulting Services Restoration Support Option
Vaulting Services Standard Tasks

Critical LeadTime
Vaulting Services
Standard Lead-Time
Standard Tasks Test connectivity
Schedule Required
Description Test connectivity from Customer Facility to the vault.
10
108
SunGard
P P
Vaulting Services Restoration Support Option

SunGard shall provide Vaulting Services Restoration Support Option as an add-on service to the Vaulting Services for the number of servers or partitions set forth in the Schedule. In order to contract for Vaulting Services Restoration Support Option, Customer must also contract for Vaulting Services, Server Services and an associated Restoration Services for Managed IT Services Schedule, where SunGard is contracted to provide Customer with restoration of the servers. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Vaulting Services Restoration Support Option Responsibilities
Contract for Vaulting Services Provide Vaulting Environmental Assessment Form. Complete Vaulting Environmental Assessment Form. Identify server/desktop size, data type, location, and OS to be backed up. Provide one dedicated port per target system of the specific type as identified by SunGard. 1 Provide administrative level user account on each target system for SunGard use on a permanent basis. Allow connectivity to target system from the SunGard management network. Install and configure vaulting agent Software on Customer server. Provide data backup requirements (file systems, folders, etc.) Develop database backup & restore methodology on target servers2. Provide sufficient disk space and target system downtime for test restore. Investigate backup failures on target servers . Verify backup configuration and perform one initial restoration test to original source server. Schedule daily file system backup, for the retention period as set forth in the Requirements Form. Schedule daily database backups , for the retention period as set forth in the Requirements Form. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
1 2 2
3
P P P P P P P P P P P P P P P P P A P
One 10/100 Ethernet adapter for server management access.
For databases managed under Managed Database Services, SunGard provides the backup methodology.
109
SunGard

Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis.
3
Vaulting Services Restoration Support Option Standard Tasks

Standard Lead-Time Critical Lead-Time
Schedule Required
Description Test connectivity to the vault. Configure backups for user file systems, change existing schedules, and the addition of new file systems. Initiate a restore to a server under contract for Vaulting Services Restoration Option to validate restore capabilities. Disable existing backup schedule. Enable existing backup schedule that has been previously disabled.
10
Configure Backups
10
Test Restore Disable Schedule Enable Schedule Install Backups Immediate Tasks Backup Failure Restore Files
10 5 5 10
5 1 1 5 Y
Add server to backup infrastructure. Description Investigate & attempt to resolve backup failures. Request to restore files from user file system backups.
110
Storage Services Delivery Notes & Limitations

Data Backup Services Return Codes A non-zero Return Code may be generated from a backup schedule that has completed successfully. Following are several non-zero Return Codes and common reasons for the Return Codes. All Operations Successful Some Files Not Processed File was in an exclude list File was in use by another application 08 Warning Messages Received File was deleted since last backup 12 Failed Backup Some portion of backup was missed. SunGard classifies open file (RC4) errors associated as non impacting events and will not automatically result in a Trouble Ticket. SunGard will notify Customer via daily email notification reports or via SunGards Portal regarding the details of the most recent backup activity (including any RC4 errors) and will provide directions to the host history report on the Portal/, SunGards Storage Operations staff will contact and work with Customer directly to modify the existing backup script(s) to either exclude or quiescent the offending files. Data Backup Services support the backup of local data to the host server under contract for Data Backup Services. Network addressed disk/volumes are not considered local data and therefore not covered under the Services. Unless Customer contracts for Standard Application Support Database Services, Advanced Application Support - Database Services or Managed Database Services, Customer is responsible for database backup methodology. SunGard can support the following options: Customer extracts DB to a flat file for standard file-system backup processing. Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the Database Software vendors current supported release levels. 00 04
Open File Errors
Backup Data
Database Backup
111
Storage Services Delivery Notes & Limitations (continued)

Citrix, Exchange, SAP and Oracle EBusiness Suite Backup Unless Customer contracts for Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: Customer extracts application data to a flat file for standard filesystem backup processing. If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendors current supported release levels. Data Backup Services support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGards standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be backed-up. If the backup window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Managed IT Services and a Statement Of Work. The following apply to VMware ESX Servers: If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier. VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Data Backup Services and must be accounted for in the Schedule to be eligible for Data Backup Services. The ESX Server host system will be backed up for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported.
Exchange Backup Backup Window
VMware Backup
112

Data Backup Services (continued) Data Back In addition to any time required for periodic infrastructure and Infrastructure facility maintenance, SunGard reserves the right to conduct quarterly Maintenance maintenance on the components related to data backup Window infrastructure, which is estimated to require at least 36 hours. Incident Incident resolution is limited to the tape backup infrastructure and Resolution tape backup related services associated with the OS. SunGards ability to resolve certain incidents will be limited by the actual Services contracted for by Customer. In order for SunGard to resolve tape backup failures associated with the OS, Customer must have contracted with SunGard for Operating System Management Advanced Services or Operating System Management Standard Services for the tape backup connected systems. If those ancillary Services are not under contract with SunGard, then SunGard will, as an accommodation, use commercially reasonable efforts to assist Customer with incident determination and resolution. Maintenance SunGard reserves the right to schedule a 72 hour maintenance Window window to help ensure proper maintenance of the SunGard backup infrastructure. Typically, SunGard will conduct this maintenance no more than once per calendar quarter. Local Host Customers are required to contract with SunGard for a backup agent for each server for which Data Backup Services are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Data Backup Services. File Restore File restores will be typically be initiated within 2 hours of Customer request at the Designated SunGard Facility, then housing the server. Restores to a secondary site are considered out of scope and require an additional Schedule for Managed IT Services. SunGard does not provide a service level commitment with regard to file restoration as there are many factors outside of SunGards control that could result in failure. Test Restore At the completion of the implementation phase of the Data Backup Services, SunGard will perform an initial test restoration exercise on a portion of the data that has been scheduled to be backed up. Additional test restoration requests will be at additional cost to Customer as they are not included in the Services. Periodic Customer requests for the periodic restoration in order to refresh Restore data on a secondary system or system partition are considered out of scope and require a Schedule modification to define the customized solution.
113

SAN Services Host Bus All servers attached to SunGards Shared Storage Area Network Adapters require Customer-provided dual Host Bus Adapters (HBAs), and will have SunGard provided multipath/failover Software installed. Supported Only servers with EMC Clarrion and Symmetrix approved HBAs are HBAs supported under SunGards Shared SAN Services. SAN SAN Services delivered through Shared SAN Services provide for two Connections (2) fiber connections per target system. Additional connections may be contracted for with SunGard. Non-fiber connections require a customized solution. The effort to engineer and implement a customized solution will require an additional Schedule for Managed IT Services and a Statement of Work. Support Only servers with SunGard supported Operating Systems, with Operating exception of OS/400, are supported under SunGards Shared SAN Systems Services. Support for Operating Systems that have been recently released or nearing EOL, should be confirmed with the SunGards systems services group. RAID Level All SunGard shared SAN storage is provided as RAID 5 or RAID 10. BCV Business Continuity Volumes (BCV) can be used to improve availability during backup, to support high volume backup, and to make DB copies for development and staging systems. Once a BCV is established for a specific application it cannot be utilized for other applications. BCV(s) can only be added through the execution of an Addendum to the applicable Schedule and is only available for Dedicated SAN Services. Support for BCV(s) that are used for purposes of data replication are not covered by SAN Services, and must be contracted for separately under Replication Services. Incident Incident resolution is limited to SAN infrastructure and SAN related Resolution Services associated with the OS. SunGards ability to resolve certain problems may be limited by the Services under contract with SunGard. In order for SunGard to resolve SAN failures associated with the OS, Customer must contract with SunGard for Operating System Management Advanced Services or Operating System Management Standard Services for the SAN connected systems experiencing the failure. SAN In addition to any time required for periodic infrastructure and Infrastructure facility maintenance, SunGard reserves the right to conduct quarterly Maintenance maintenance on shared SAN infrastructure which is estimated to Window require at least 36 hours. Dedicated If SAN Services are provided through dedicated and/or Customer SAN Services provided devices, Customer acknowledges that: The support and maintenance of Customer-provided multipath/failover Software is the Customers responsibility. Specifications and design of a Customer-provided SAN must include remote connectivity capability to the SunGard management network, and must be approved by SunGards Storage Engineering group prior to contract signing.
114

Vaulting Services Data storage The data resides on a redundant disk configuration (RAID Level 5) in the vault. The vault resides in the Designated SunGard Facility. Retention Customer must establish its retention policy via the Vaulting scheduling Services Software. The InfoStage DirectorTM maintains the first generation of any backup on a RAID disk array. The server will always maintain at least one generation of a backup online regardless of the retention settings of the agent. Customer must contact SunGard to request purging of out-dated or un-used backup safe sets. Vaulting Services Restoration Support Option Database Unless Customer contracts for Remote Managed Database Services, Backup Customer is responsible for database backup methodology. SunGard can support the following options: Customer extracts DB to a flat file for standard file-system backup processing. Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the DB Software vendors current supported release levels. Unless Customer contracts for Remote Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: Customer extracts application data to a flat file for standard filesystem backup processing. If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendors current supported release levels. Vaulting Services Restoration Support Option support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGards standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be vaulted. If the vaulting window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Remote Managed IT Services.
Citrix, Exchange, SAP and Oracle EBusiness Suite Backup
115
Remote Storage Services Delivery Notes & Limitations

VMware Backup The following apply to VMware ESX Servers: If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier. VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Vaulting Services Restoration Support Option and must be accounted for in the Schedule to be eligible for Vaulting Services Restoration Support Option. The ESX Server host system will be vaulted for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported. Customers are required to contract with SunGard for a Vaulting agent for each server for which Vaulting Services Restoration Support Option are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Vaulting Services Restoration Support Option.
Local Host
116
NETWORK SERVICES
Managed Internet Access Services
SunGards Managed Internet Access Services provide for redundant high-speed Internet Service as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Managed Internet Access Services Responsibilities
Provide IP Allocation Requirements Form. Complete IP Allocation Requirements Form. Provide registered IP address.
1
P P P P P P P P P P P P P A P P
Provide registered Autonomous System Number (ASN) (only applicable for Customers who require BGP peering). If Domain Name System (DNS) Services are required, list SunGards name servers as authoritative. Primary and Secondary DNS administration for ten (10) domains. Up to five (5) DNS changes with up to ten (10) records per change per month, for Customer-registered domain names. Monitor and manage SunGard Internet distribution infrastructure. Provide redundant Internet handoffs at Customer contracted capacity. Provide initial setup of contracted, Customer registered domains. Monitor Internet availability and notify Customer when Internet Access Services are unavailable. Provide monthly Internet bandwidth utilization report. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
For Customers with significant IP requirements (for example purposes, in excess of 1,000 public IP addresses), SunGard may require that Customer contact ARIN directly to register the IP addresses.
117
SunGard
Managed Internet Access Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks Internet Access Implementation Allocate IP Address(es) DNS Zone Configure DNS Record Configure Immediate Tasks Internet Performance Internet Failure
Schedule Required
Managed Internet Access Services
Description Initial installation and configuration of Internet access. Allocate and provide a registered address range (only applies to /24 or smaller IP address ranges). Add, Update or Remove DNS zone. Add, Update or Remove DNS record. Description Investigate reported Internet performance issues. Investigate reported Internet failure or availability issues.
5 4 5 2
3 2 2 1
Managed Internet Access Services Delivery Notes & Limitations

Included Resources Managed Internet Access Services include the following components. Requirements for additional component(s) are available following the execution of an additional Schedule for Managed IT Services for those components. Access to the Internet based on the capacity contracted for in the Schedule. SunGard registered IP addresses. Primary and Secondary DNS administration for ten (10) domains. Up to five (5) DNS changes with up to ten (10) records per change per month, for Customer registered domain names. Two (2) Fast Ethernet connections to the Internet infrastructure (A & B feeds). Monitoring and management of Internet infrastructure. Managed Internet Access Services provide for redundancy, however, the availability of the Internet to your application depends on the overall solution design utilizing the redundant connections. While the Services include an availability guarantee, this does not include the availability of connected devices such as Firewalls, Switches, Load Balancers and servers. Failure of non-redundant devices could result in a loss of Internet Access Services to your application. For Managed Internet Access Services you must fill out and complete the IP Allocation & Request Form to define and justify IP address allocation. SunGard assigns IP addresses in accordance with the requirements of the American Registry for Internet Numbers (ARIN) and the European Regional Internet registry (RIPE).
Internet Availability
IP Address
118
LAN Services
SunGards LAN Services provide for the day-to-day support of the LAN devices as set forth in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that LAN Services are a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Advanced Monitoring Services Device. Please refer to each Service defined herein for additional Service descriptions.
Customer
LAN Services Responsibilities
Select Equipment from supported vendors and models. Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide LAN devices configuration change requirements. Implement LAN devices configuration changes per Customer requirements. Maintain exclusive control of security password and IDs. Monitor and notify Customer of LAN device availability. Provide proactive response to LAN device availability alert. Resolve reported or detected LAN device failures. Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P P P P P P A P P A P P P P
119
SunGard
LAN Services Tasks

Critical LeadTime
LAN Services
Standard Lead-Time
Standard Tasks LAN Device Patch LAN Device Implementation LAN Device Port Configuration LAN Device Information Immediate Tasks LAN Device Failure LAN Device Restart LAN Device Performance
Schedule
Description Apply single LAN device OS patch.
10 10 3 5
5 5 1 5 Y
Initial installation & configuration of new LAN device. Enable ports, disable ports, or make configuration changes as requested by Customer. Request for hardcopy of configuration information. Description Investigate failed or crashed LAN device. Request to restart or reboot a LAN device. Request to investigate LAN device performance issues.
120
Managed Load Balancing Services and Geographic Load Balancing Services

SunGards Managed Load Balancing and Geographic Load Balancing Services provide for the day-to-day support of the Load Balancing devices as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Load Balancing Services are a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions. For Geographic Load Balancing Services an additional service instance is required if the number of DNS entries for Geographic Load Balancing exceeds 5 total DNS entries (i.e. one service instance per each block of 5 DNS entries).
Customer
Managed Load Balancing Services Responsibilities
Select Equipment from supported vendors and models. Provide initial network configuration requirements. Configure Load Balancer (See standard configuration features matrix below) Provide and maintain current licensing of SSL certificates. Install Customer provided SSL certificates. Implement initial network configuration per Customer-defined requirements. Provide Load Balancer configuration change requirements. Implement Load Balancer configuration changes per Customer requirements. Provide backup and restore services for configuration. Maintain exclusive control of security password and IDs. Monitor and notify Customer of Load Balancer availability (alert when Load Balancer unavailable). Provide proactive response to Load Balancer availability alert. Resolve reported or detected Load Balancer failures. Monitor critical patch alerts and provide recommendations to Customer. Deliver critical patch alerts as necessary. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P P P P P P P P P P A A P P A P P P P P
121
SunGard
Managed Load Balancing Services Tasks

Critical LeadTime
Standard Lead-Time
Managed Load Balancing Services
Standard Tasks LB Patch LB Implementation LB SSL Card LB Routine Configuration Change LB Information Non-standard Tasks
1
Schedule
Description Apply single Load balancer OS patch. Initial installation balancer. & configuration of new load-
10 10 10 3 5
5 5 5 1 5 Y
Add SSL card to load-balancer. Add, Update or Remove URL and/or server. Request for hardcopy of configuration information. Description Configure Load Balancer using configuration features (See configuration features matrix below) Description Investigate failed or crashed load balancer. Request to restart or reboot a load balancer. Request to investigate load balancer performance issues. non-standard non-standard
Configure Load Balancer with nonstandard features

Immediate Tasks LB Failure LB Restart2 LB Performance
1
TBD TBD
Non-standard configuration changes (i.e. changes that require development of custom scripts or advanced iRules configurations) may require an additional Schedule for Managed IT Services which may result in additional fees.
2
Not applicable if restart or reboot of Load Balancer can not be performed remotely.
Managed Load Balancing Configuration Features Any configuration task not specified in the table below as a standard configuration feature or is considered a non-standard configuration feature and as such will require an additional Schedule for Managed IT Services and may result in additional fees.
122
Standard Configuration Features - Managed Load Balancing Services

Load Balancing Methods Round Robin (Default) Ratio Fastest Least Connections Observed Predictive Description
Passes each new connection request to the next server in line, eventually distributing connections evenly across the array of machines being load balanced Distributes connections among machines according to ratio weights that you define Passes a new connection based on the fastest response of all currently active nodes Passes a new connection to the node that has the least number of current connections Uses a combination of the logic used in the Least Connections and Fastest modes Nodes are rated according to a combination of the number of current connections and the response time. The system analyzes the trend of the ranking over time, determining whether a nodes performance is currently improving or declining. Description Checks the status of a node, using ICMP Checks the status of a node, using TCP Verifies TCP service by attempting to receive specific content from a node Verifies HTTP service by attempting to receive specific content from a web page Verifies HTTPS service by attempting to receive specific content from an SSL web page Description Determines whether a client or server can trust a certificate that is presented by a peer (that is, a client or a server). Must install key/certificate pair. Off-loads work from target web servers, the F5 decrypts incoming client requests. Can re-encrypt a request before forwarding it on to a server. Must install key/certificate pair. Description IRULE that will send an HTTP redirect for all incoming traffic to a VIP. All traffic will be redirected to the same URI, but a different port. IRULE that will query the requested URI for specific content and then direct the traffic to a specific load balancing pool or node based on matching criteria. Description Cookie persistence uses an HTTP cookie stored on a clients computer to allow the client to reconnect to the same server previously visited at a web site Directs session requests to the same server based on the source IP address of a packet Tracks non-terminated SSL sessions, using the SSL session ID
Content Monitoring ICMP TCP Echo TCP HTTP HTTPS SSL Processing Certificate verification Encryption and decryption IRULES HTTP to HTTP Redirect, Port Redirect Query URI content to select a pool or node Persistence Types Cookie Persistence Source address affinity persistence SSL persistence
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Non-standard Configuration Features - Managed Load Balancing Services

Advanced Features Packet Filters Description Packet filters enforce an access policy on incoming traffic. Criteria Source IP, Destination IP, Destination Port. Note: This feature is limited to directly connected networks. Allows you to use a remote system to authenticate or authorize application requests that pass through the LTM system. Description Can check to see if a certificate being presented by a client or server has been revoked. Uses either Certificate revocation lists (CRLs) or Online Certificate Status Protocol (OCSP). Once the SSL profile has verified that a client or server can be trusted, the LTM system can then control the connections level and type of access to the destination content. Uses external authorization or IRULES. Description Any IRULE not classified as a Standard IRULE (see above) Description Attempts to download a specific file to the /var/tmp directory on an F5. Once downloaded successfully, the file is not saved. Attempts to open a specified mail folder on a server. Similar to the pop3 monitor. Attempts to authenticate the specified user Performs an Oracle login to a service Attempts to log on as the specified user, and log off Attempting to authenticate the specified user Issues standard SMTP commands Attempting to send UDP packets to a pool, pool member, or node and receiving a reply Description Allows you to create a persistence hash based on an existing iRule Tracks sessions between clients and servers running the RDP service
Authenticating Application Traffic SSL Processing Certificate revocation Authorization
IRULES Advanced IRULES Content Monitoring FTP IMAP LDAP Oracle POP3 Radius SMTP UDP Persistence Types Hash persistence Microsoft Remote Desktop Protocol persistence
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Cross Connect Services

SunGards Cross Connect Services provide physical connectivity between the carrier demarcation point and the contracted Space in the Designated SunGard Facility as identified in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Cross Connect Services Responsibilities
Complete Customer Provided Circuit Form for Customer-provided circuits. Provision Customer-provided circuits from carrier. Provide Letter of Agency for Customer-provided circuits. Notify SunGard of carrier circuit delivery date at Designated SunGard Facility. Install cross connect from carrier demarcation to Customer Space. Complete circuit testing and acceptance with carrier & Customer. Maintain circuit profile in asset inventory.
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Dedicated Transport Services

SunGards Dedicated Transport Services provide for the provisioning of SunGard or third-party telecommunication circuits as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Dedicated Transport Services Responsibilities
Complete Customer-Provided Circuit Form for Customer-provided circuits. Provision SunGard-provided circuits from carrier. Notify Customer of final operational capability date as provided by the carrier for SunGard-provided circuits. Install cross connect from carrier demarcation to Customer Space. Complete circuit testing and acceptance with carrier & Customer. Maintain circuit profile in asset inventory.
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SunGard
SunGard
Managed Customer Premise Equipment (CPE) Services

SunGards Managed CPE Services provide for support of the network termination Equipment located at the Customer Facility and/or at the Designated SunGard Facility as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Customer Premise Equipment Services is a bundled Service, which includes Hardware Installation Services (for the termination Equipment within the SunGard facility), Equipment Management Services and Advanced Monitoring Services Device. Please refer to each Service defined herein for additional Service descriptions.
Customer
Managed CPE Services Responsibilities
Provision SunGard-provided Equipment. Provide SunGard with specification sheets & installation guides for Customerprovided Equipment. Relinquish control of security password and IDs for Customer-provided Equipment to SunGard. Maintain exclusive control of security password and IDs. Provide access to Customer premise when requested. Provide Software configuration backup. Monitor necessary microcode, firmware or critical patch alerts. Notify Customer of recommended microcode, firmware or critical patch changes. Monitor Equipment availability. Resolve reported or detected Equipment failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P P P
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Managed CPE Services

Critical LeadTime
Standard Lead-Time
Managed CPE Services
Standard Tasks Router Implementation Router OS Patch Router OS Version Router Configuration Router Upgrade Router Information CSU Implementation CSU Configuration CSU Upgrade Immediate Tasks Connectivity Failure Router Failure Router Restart Router Performance CSU Failure CSU Restart
Schedule
Description Initial installation and configuration of new router. Apply single router OS patch. Upgrade router OS to latest version. Add routes, access list updates, etc.
10 10 10 5 10 5 10 10 10
5 5 5 1 5 5 5 5 5
Upgrade router hardware. Request for hardcopy of configuration information. Initial installation & configuration of new CSU/DSU. Configure CSU/DSU parameters. Upgrade CSU/DSU hardware. Description Request to investigate failed connectivity. Request to investigate failed or crashed router. Request to restart or reboot a router. Request to investigate router performance issues. Request to investigate failed or crashed CSU/DSU. Request to restart or reboot a CSU/DSU.
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Network Services Delivery Notes & Limitations

Equipment Availability SunGard does not guarantee network device failure Time To Fix. SunGard will engage and manage vendors in accordance with Customers maintenance agreement on the affected network Equipment. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for device failures lies with the device vendor. Customer-provided Equipment must meet SunGard requirements for approved vendor and model, approved support and maintenance contracts, and proper OS and management Software license agreements as confirmed by SunGards Equipment certification process prior to implementation of the solution. Customer administrative access to SunGard managed network devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data.
Approved Equipment
Customer Access
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SECURITY SERVICES
Managed Firewall Services
SunGards Managed Firewall Services provide for the day-to-day support of the Firewall as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Firewall Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, LAN Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Managed Firewall Services Responsibilities
Select Equipment from SunGard supported vendors and models Provide add-ons required for management of Customer-provided Equipment. Provide initial network configuration requirements. Implement initial requirements. network configuration in accordance with Customer
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Provide Firewall Policy Requirements Form. Complete Firewall Policy Requirements Form. Implement Firewall policy changes in accordance with completed Customer Firewall Policy Requirements Form. Backup and restore firewall rule sets. Maintain exclusive control of root security password and IDs. Monitor and notify Customer of Firewall availability. Provide proactive response to Firewall availability alert. Resolve reported or detected Firewall failures. Monitor critical patch alerts Implement Firewall policy changes per Customer written requirements. Delivery of critical security patches as necessary. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
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SunGard
Managed Firewall Services Tasks

Critical LeadTime
Standard Lead-Time
Managed Firewall (FW) Services
Standard Tasks FW Implementation FW Policy Update FW Removal FW Upgrade FW Provide Policy VPN Add Customer VPN Add Site-to-Site VPN Remove Customer VPN Remove Site-toSite VPN Update Customer VPN Customer Logs VPN Update Site-toSite Immediate Tasks FW Failure FW Restart FW Performance
1
Schedule
Description Initial installation & configuration of new FW. Request to update security policy rules. Remove existing FW. Upgrade FW OS to newer version. Request to provide copy of FW policy.
1
10 3 10 10 3 1 10 1 5 1 2 10
5 1 5 1
Y 5 Y
Add a Customer based VPN connection. Add a site-to-site VPN between 2 FWs
2
Remove a Customer based VPN connection. 1 Remove a site-to-site VPN. Update a Customer based VPN connection. Two days activity via SunGards Portal with 90 day archive. 5 Update a site-to-site VPN. Description Investigate failed or crashed FW. Request to restart or reboot a FW. Request to investigate FW performance issues.
A firewall policy rule update shall be defined as a modification of no more than 10 IP addresses or 10 IP networks in a single request. 2 An additional VPN Add-On Service is required if the total number of VPN tunnels exceeds 5 (combination of site to site and remote user).
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Managed Network Intrusion Detection Services (NIDS)

SunGards Managed Network Intrusion Detection Services (NIDS) provide for monitoring and response to intrusion events detected by network based intrusion detection systems as contracted for in the Schedule for Managed IT Services. Delivery of these Services may require deployment of one or more Network Security Appliance(s) (NSA) within Customers network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services. Please note that Managed Network Intrusion Detection Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Managed NIDS Responsibilities
Provide IDS Requirements Form. Complete IDS Requirements Form. Conduct IDS solution review meeting. Provide for one Ethernet port connection to each identified network segment. Provision NSA Equipment & Software to be deployed as part of the Services. Configure and activate NSA for identified network segments in accordance with completed IDS Requirements Form. Coordinate fine-tuning of attack policy (duration not to exceed 30 days). Establish Customer Portal access. Log detected Minor and Major events on Portal. Notify Customer of Major events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize the Services. Apply new attack signatures when available. Monitor availability of NSA and respond to detected failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A A P A P
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SunGard
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Managed IDS Tasks
Critical LeadTime
Managed NIDS
Standard Lead-Time
Standard Tasks IDS Custom Pattern IDS Reporting and Analysis IDS Install Immediate Tasks IDS Major Alert IDS Minor Alert IDS Failure NSA Restart
Schedule
Description Create a customized attack pattern. Basic analysis and reporting on IDS activity. Initial installation & configuration of IDS solution. Description Investigate IDS Major event.
30 60 20 15
Y Y Y
Investigate IDS Minor event. Investigate failed IDS component. Request to restart or reboot a NSA.
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Managed Host Intrusion Detection Services (HIDS)

SunGards Managed Host Intrusion Detection Services (HIDS) provide for monitoring and response to intrusion events detected by host based intrusion detection Software as contracted for in the Schedule for Managed IT Services. Delivery of the Services requires deployment of Software within Customers systems. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.
Customer SunGard
Managed HIDS Responsibilities
Provide HIDS Requirements Form. Complete HIDS Requirements Form. Conduct HIDS solution review meeting. Install host based intrusion sensor Software in accordance with completed HIDS Requirements Form.*1 Coordinate fine-tuning of attack policy (30 days). Establish Customer Portal access. Log detected Minor and Major Events on SunGards Portal. (2 days data via SunGards Portal and 90 days archived data.) Notify Customer of Major Events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize the Services. Apply new attack signatures when available. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P A P
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Installed by SunGard when the server is under contract with SunGard for OS Management Services, otherwise installed by Customer.
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Managed HIDS Tasks

Critical LeadTime
Managed HIDS
Standard Lead-Time
Standard Tasks HIDS Custom Policy HIDS Reporting Analysis HIDS Install Immediate Tasks IDS Major Alert IDS Failure IDS Minor Alert and
Schedule Required
Description Create a customized attack policy. Basic analysis and Reporting on IDS activity Initial installation and configuration of IDS solution. Description Investigate IDS Major event. Investigate failed IDS component.
30 60 20 15
Y Y Y
Investigate IDS Minor event.
Managed Intrusion Prevention Services (IPS)

SunGards Managed Intrusion Prevention Services (IPS) provide for the monitoring, traffic filtering, and response to intrusion events detected by network based intrusion prevention systems as contracted for in the Schedule for Managed IT Services. Delivery of the Services may require deployment of one or more Network Security Appliance (NSA) within Customers network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Intrusion Prevention Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
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Customer
Managed IPS Responsibilities
Provide IPS Requirements Form. Complete IPS Requirements Form. Conduct IPS solution review meeting. Provide one Ethernet port connection to each identified network segment. Provision NSA Equipment and Software to be deployed as part of the Services. Configure and activate NSA for identified network segments in accordance with completed IPS Requirements Form. Coordinate fine-tuning of attack policy (duration not to exceed 30 days). Establish Customer Portal access. Log detected Minor and Major Events on SunGards Portal. (Two days data via SunGards Portal and 90 days archived.) Automate filtering of high risk attacks as configured on the NSA Notify Customer of Major Events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize Services. Apply new attack signatures when available. Monitor availability of NSA and respond to detected failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A A P A P
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SunGard
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Managed IPS Tasks

Managed IPS
Standard Tasks IPS Custom Signature IPS Reporting Analysis IPS Install Immediate Tasks IPS Major Alert IPS Minor Alert IPS Failure NSA Restart and
Schedule
Description Create a customized attack policy. Basic analysis and reporting on IPS activity Initial installation & configuration of IPS solution. Description Investigate IPS Major event.
30 60 20 15
Y Y Y
Investigate IPS Minor event. Investigate failed IPS component. Request to restart or reboot a NSA.
Managed Vulnerability Protection Services (VPS)

SunGards Managed Vulnerability Protection Services (VPS) provide customized, recurring vulnerability scanning of external network, application and remote access devices that enable Customer to proactively identify and remediate high-risk vulnerabilities before they can be exploited. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.
Managed VPS Responsibilities
Customer SunGard
Provide VPS Requirements Form. Complete VPS Requirements Form. Conduct VPS solution review meeting. Coordinate fine-tuning of attack policy (30 days) in accordance with completed VPS Requirements Form. Establish Customer Portal access. Log reports on Portal. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P A A
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Managed Vulnerability Protection Services Tasks
Managed Vulnerability Protection Services
Critical LeadTime
Standard Lead-Time
Standard Tasks Launch Scan Vulnerability Report Analysis
Schedule Required
Description Create a customized attack policy. Basic analysis and reporting on VPS activity Initial installation & configuration of scanner. Description Deliver report via SunGards Portal.
20 20 20 15
Y Y Y
Scanner Install Immediate Tasks Report
Managed Client VPN Services

SunGards Managed Client VPN Services provide for day-to-day support of end users access to Customers hosted infrastructure at SunGard as well as financial applications hosted by SunGard. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. .
Managed Client VPN Services Responsibilities
Customer SunGard
Provision SunGard-provided Equipment. Provide Software subscriptions for SunGard-provided Equipment. Provide Software subscriptions for Customer-provided Equipment. Provide add-ons required for management of Customer-provided Equipment. Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide Managed Client VPN Policy Requirements Form. Complete Managed Client VPN Policy Requirements Form. Implement Managed Client VPN policy changes per Customer requirements. Maintain control of passwords and IDs. Monitor and notify Customer of Managed Client VPN availability. Provide proactive response to Managed Client VPN availability alert. Resolve reported or detected Managed Client VPN failures. Monitor critical patch alerts. Provide notice within documented lead-times for requested Standard Tasks. P A P P P P
P P
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Managed Client VPN Services Responsibilities
Customer SunGard
Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A
P P P
Managed Client VPN Services Tasks

Managed Client VPN Services
Critical LeadTime
Standard Lead-Time
Standard Tasks VPN Implementation VPN Policy Update VPN Removal VPN Upgrade VPN Provide Policy VPN Add User VPN Remove Customer VPN Customer Update Immediate Tasks VPN Failure VPN Restart VPN Performance
Schedule Required
Description Initial installation & configuration of new Managed Client VPN. Implement request to update security policy rules. Remove existing Managed Client VPN. Upgrade VPN device OS to newer version. Request to provide copy of Managed Client VPN policy.
10 3 10 10 3 1 1 1
5 1 5 1
Add a user connection. Remove a user VPN connection. Update a users VPN connection. Description Investigate failed or crashed Managed Client VPN / VPN device. Request to restart or reboot a Managed Client VPN device. Request to investigate performance issues. Managed Client VPN
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Malicious Traffic Management Services

SunGards Malicious Traffic Management Services provide access to a fully outsourced in-depth defense solution with application and network layer filtering as set forth on the Schedule for Managed-IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Malicious Traffic Management Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Malicious Traffic Management Services
Customer SunGard
Provide Equipment from supported vendors Provision SunGard-provided Equipment. Provide hardware & Software maintenance agreements for 7x24 support. Provide Software subscriptions for Customer-provided Equipment. Provide add-ons required for management of Customer-provided Equipment. Assemble Equipment as required. Install the assembled Equipment in Customer cabinet. Maintain Equipment in asset inventory. Provide architecture diagram of target network. Provide initial network configuration requirements. Provide tuning requirements Implement initial network configuration per Customer requirements. Provide Malicious Traffic Management Policy Requirements Form. Complete Malicious Traffic Management Policy Requirements Form. Submit firewall policy changes per Customer requirements. Maintain control of administrator security password and IDs. Provide proactive response to application availability problems. Resolve reported or detected application failures. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Monitor critical patch alerts and provide recommendations to Customer. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
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Malicious Traffic Management Services Tasks
Malicious Traffic Management
Critical LeadTime
Standard Lead-Time
Standard Tasks Infrastructure Implementation Initial application configuration Application Tuning Application Policy changes Application of Emergency security signatures Provide Logs / specialized Reports Provide Policy Immediate Tasks Application Failure Emergency Application changes System / Application restart Application Performance
Schedule Required
Description Initial installation and configuration of Customers Equipment. Initial installation and configuration of application. Application fine tuning to Customers requirements Implemented requested application configuration.
20 5 30 3
5 5
Y Y Y
1 3 3
1 1 1
Emergency implementation of signatures. Request to provide copy of application activity reports outside of standard reporting. Requests to provide copy of configuration (policies). Description Investigate application failure or system crashes. Emergency signatures released for significant threats. Request to restart application services. Request to investigate application performance issues.
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Managed Content Filtering

SunGards Managed Content Filtering Services provides 24x7 advanced content and malicious site filtering to bridge the gap between firewalls and anti-virus Software as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Managed Content Filtering Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Managed Content Filtering Responsibilities
Customer SunGard
Provide Equipment from supported vendors Provision SunGard-provided Equipment. Provide Equipment maintenance agreements for 7x24 support. Provide hardware / Software licenses for Customer-provided Equipment. Provide add-ons required for management of Customer-provided Equipment. Assemble Equipment as required. Install assembled Equipment in Customer cabinet. Maintain Equipment in asset inventory. Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Maintain control of administrator security password and IDs. Provide proactive response to application availability problems. Resolve reported or detected application failures. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
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Managed Content Filtering Tasks

Managed Content Filtering tasks
Critical LeadTime
Standard Lead-Time
Standard Tasks Infrastructure Implementation Application configuration Application changes Application Upgrade Provide Logs / specialized Reports Provide Policy Immediate Tasks Application Failure System / Application restart Application Performance
Schedule Required
Description Initial installation and configuration of Customers Equipment. Initial installation and configuration of application. Implemented requested application configuration. Implement application patches. Request to provide copy of application activity reports outside of standard reporting. Requests to provide copy of configuration (policies). Description Investigate application failure or system crashes. Request to restart application services. Request to investigate application performance issues.
20 10 3 3 3 3
5 5 1 1 1 1
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Managed Digital Certificate Services

SunGards Managed Digital Certificate Services provide Secure Sockets Layer (SSL) certificate to protect Customers web site, Intranets and E-commerce SSL capable systems as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Managed Digital Certificate Services Responsibilities
Customer SunGard
Provide Managed Digital Certificate Requirements Form. Complete Managed Digital Certificate Requirements Form. Contract for or provide Internet connectivity Generate Certificate Signing Request (CSR) Provide SSL Certificate Install SSL Certificate1 Maintain SSL Certificate password Perform requested Standard Tasks.
1
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If SSL device is managed by SunGard, SunGard will generate CSR and install the SSL Certificate. Managed Digital Certificate Services Tasks
Managed Digital Certificate Services
Critical LeadTime
Standard Lead-Time
Standard Tasks Renew SSL Certificate Request additional SSL Certificate
Schedule Required
Description Renew SSL Certificate New SSL Certificate
20 5
5 5
Y Y
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Managed Two-Factor Authentication Services

SunGards Managed Two-Factor Authentication Services provide access to a 24x7 two-factor authentication architecture for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Managed Two-Factor Authentication Services Responsibilities
Customer SunGard
Provision SunGard-provided Equipment. Provide Software subscriptions for SunGard-provided Equipment. Provide Software subscriptions for Customer-provided Equipment. Provide add-ons required for management of Customer-provided Equipment. Maintain Equipment in asset inventory. Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide Managed Two-Factor Authentication Policy Requirements Form. Complete Managed Two-Factor Authentication Policy Requirements Form. Implement Managed Two-Factor Authentication policy changes per Customer requirements. Maintain control of passwords and IDs. Monitor and notify Customer of Managed Two-Factor Authentication availability. Resolve reported or detected Managed Two-Factor Authentication failures. Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A P P P P
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Managed Two-Factor Authentication Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks Implementation Patch Policy Update Removal Upgrade Provide Policy Add User Remove Customer Update Customer Immediate Tasks Failure Restart Performance
Schedule Required
Managed Two-Factor Authentication Services
Description Initial installation & configuration of new Managed Two-Factor Authentication. Apply single OS patch. Request to update security policy rules. Remove existing Managed Two-Factor Authentication. Upgrade OS to newer version. Request to provide copy of Managed Two-Factor Authentication policy.
10 10 3 10 10 3 1 1 1
5 5 1 5 1
Add a user. Remove a user. Update a user. Description Investigate failed or crashed Managed Two-Factor Authentication instance. Request to restart or reboot a Managed Two-Factor Authentication instance. Request to investigate Managed Authentication performance issues. Two-Factor
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Managed Access Services

SunGards Managed Access Services provide support and administration of hosted and remote Customer access environments (Active Directory & LDAP). The Services include account administration and security access control for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Managed Access Services Responsibilities
Customer SunGard
Contract for OS Management Advanced or Enterprise Services Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide Managed Access Services Policy Requirements Form. Complete Managed Access Services Policy Requirements Form. Implement Managed Access Services policy changes per Customer requirements. Maintain control of passwords and IDs. Monitor and notify Customer of Managed Access Services availability. Resolve reported or detected Managed Access Services failures. Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
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Managed Access Services Tasks

Managed Access Services
Critical LeadTime
Standard Lead-Time
Standard Tasks Implementation Patch Policy Update Removal OS Upgrade Provide Policy Add User Remove Customer Update Customer Immediate Tasks Failure Restart Performance
Schedule Required
Description Initial installation & configuration of new Managed Access Service instance. Apply single OS patch. Request to update security policy rules. Remove existing Managed Access Service instance(s).
10 10 3 10 10 3 1 1 1
5 5 1 5 1
Upgrade OS to newer version. Request to provide copy of Managed Access Services policy.
Add a user. Remove a user. Update a user. Description Investigate failed or crashed Managed Access Service instance(s). Request to restart or reboot a Managed Access Service instance(s). Request to investigate performance issues. Managed Access Service
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Security Services Delivery Notes & Limitations

Equipment Availability SunGard does not guarantee device failure Time To Fix with regard to any Security Services. SunGard will engage and manage vendors in accordance with the terms of the underlying maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for the effect of device failures is with the device vendor. SunGard applies policy changes in accordance with Customers written instructions as set for on the Firewall Policy Form. If Customer provided instructions result in a Service outage, such downtime will not be counted against any Service Level commitment. SunGard can provide Customer with access to 2 days of online data and 90 days of archived log data via SunGards Portal for Firewall and IDS Services. Intrusion Detection Services cannot prevent attacks; only provide notice that a potential attack condition exists. SunGards response is limited to Customer notification. Intrusion Prevention Systems can block attacks based on pre-selected criteria. Any traffic that meets the customized attack criteria will be dropped and Customer notification will occur. SunGard is not responsible for Customer traffic that is filtered by the NSA. Customer administrative access to SunGard Managed Security Services devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data. To generate a CSR for Managed Digital Certificate Services, Customer will need to create a key pair for Customer provided SSL capable device. These two items are a digital certificate key pair and cannot be separated. If Customer loses public/private key file or password and generate a new one, the SSL Certificate will no longer match resulting in the need for a new SSL Certificate. Request for a new SSL Certificate may be charged. Managed Digital Certificate Services SSL certificates can not be used on more than one physical server or device at a time, unless contracted for accordingly. When private keys are moved among SSL devices (Servers or SSL Accelerators) accountability and control decreases, and auditing becomes more complex. Sharing certificates on SSL devices is unsupported by SunGard and may compromise your security posture, as well as complicate the tracing of a security breach.
Policy Changes Logs IDS Attack Response IPS Attack Response Customer Access Certificate Signing Request (CSR)
SSL Certificate use
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MONITORING SERVICES
Standard Monitoring Services
SunGards Standard Monitoring Services provides up/down status for IP-network attached devices using standard Internet protocols. In order for SunGard to deliver the Services, the devices must be network accessible to the SunGard management fabric. Standard Monitoring Services are available for the number and type of devices as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored devices and events. Table of Standard Events
Device ICMP capable devices Non-ICMP capable devices Event ICMP Poll Negative Response. SNMP Poll Negative Response from device exclusive of SNMP traps. Frequency 5 Minutes 5 Minutes
The following table defines SunGards response to each type of event.

Event o o ICMP Poll Negative Response SNMP Poll Negative Response Response o o Open Critical Incident Notify Customer
The following responsibilities are defined for Standard Monitoring Services.

Customer
Standard Monitoring Services Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (as applicable). Permit unused network device interfaces to be configured as administratively down. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Monitor ports identified in the Monitoring Requirements Form (only one IP address included for each device to be monitored). Notify Customer of detected alerts. Notify SunGard of device address changes.
P P P P P P P P
149
SunGard
Advanced Monitoring Services Operating System

SunGards Advanced Monitoring ServicesOperating System detect system level events that indicate immediate or potential failures. Advanced Monitoring Services Operating System are available for the number of servers as contracted for on the Schedule for Managed IT Services. The following Table of Standard Events defines the monitored events and the method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events
Event System Availability Process Availability System Log (Unix) CPU Utilization Memory Utilization Paging Space Utilization File System Utilization Detection Response to ICMP Poll on management IP address Process Up/Down Status (up to five named processes) Critical Level Kernel Messages Sustained Threshold Sustained Threshold Sustained Threshold Sustained Threshold (up to five file systems)
The following Table defines SunGards response to each type of event.

Event o o o o o o o
1
Response o o o o o o Open Critical Incident Notify Customer Begin Server Incident Resolution1 Open Major Incident Notify Customer Investigate Incident & Determine Action Plan*
System Availability Process Availability System Log CPU Utilization Memory Utilization Paging Space Utilization File System Utilization
Only available if Customer contracts with SunGard for Operating System Management Services.
150

The following responsibilities are defined for Advanced Monitoring Services Operating System Services.
Customer
Advanced Monitoring Services Operating System Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (same NIC can be used for monitoring and management services). Provide System Monitoring Requirements Form. Complete System Monitoring Requirements Form. As necessary, license hardware monitoring agents. Install & configure platform and hardware monitoring agents. Monitor availability & thresholds identified by System Monitoring Requirements Form. Notify Customer of detected alerts in accordance with the System Monitoring Form. Provide monthly availability and threshold report via SunGards Portal.
P P P P P P P P P
151
SunGard
Advanced Monitoring Services - Database

SunGards Advanced Monitoring Services Database detect database events that indicate immediate or potential failures. Advanced Monitoring Services Database are available for the number of servers and the number of database instances as contracted for on the Schedule for Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events
Event Database Availability Database Error Archive Log Table Space Utilization Table Extent Utilization Detection Database Up/Down Status Database Logs Critical Error Archive Log Unavailable Threshold Threshold
The following Table defines SunGards response to each type of Event.

Event o Database Availability Response o o o o o o Open Critical Incident Notify Customer Begin Database Incident Resolution1 Open Major Incident Notify Customer Investigate Database Incident & Determine Action Plan
o o o o
1
Database Error Archive Log Table Space Utilization Table Extent Utilization
Only if the Database application is under contract with SunGard for Application Support Managed Database Services.
152
The following responsibilities are defined for Advanced Monitoring Services Database Services.
Customer
Advanced Monitoring Services Database Responsibilities
Subscribe to Advanced Monitoring Services Operating System or other Service offerings which include Advanced Monitoring Services Operating System. Provide Database Monitoring Requirements Form. Complete Database Monitoring Requirements Form. Install and configure DB monitoring agents. Monitor availability and thresholds identified on the completed Database Monitoring Form. Notify Customer of detected alerts based on requirements in the Database Monitoring Form. If Customer contracts for Advanced Application Support Database, the Services include SunGard using commercially reasonable efforts to resolve detected DB issues.
P P P P P P P
153
SunGard
Advanced Monitoring Services - Exchange

SunGards Advanced Monitoring Services Exchange detect Microsoft Exchange events that indicate immediate or potential failures. Advanced Monitoring Services Exchange are available for the number of servers and the number of Exchange instances as contracted for on the Schedule for Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events
Event Exchange Availability Exchange Error Archive Log Mail Store Utilization Detection Exchange Up/Down Status Exchange Logs Critical Error Archive Log Unavailable Threshold

Event o Exchange Availability Response o o o o o o Open Critical Incident Notify Customer Begin Exchange Incident Resolution1 Open Major Incident Notify Customer Investigate Exchange Incident & Determine Action Plan
o o o
Exchange Error Archive Log Mail Store Utilization
Only if the Exchange application is under contract with SunGard for Managed Exchange Services.
154
Advanced Monitoring Services- Web

SunGards Advanced Monitoring Services - Web detect up/down status for Customer provided URL addresses and TCP ports. Devices must be network accessible to the SunGard management fabric in order for SunGard to provide the Services to Customer. Advanced Monitoring Services - Web are available for the number of URLs as contracted for on the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events
Device Process Availability Event Customer specified web server specific processes (i.e. DLLhost, InetInfo, and www service). Critical Level System Web Server Log Messages Sustained Threshold Sustained Threshold TCP Poll Negative Response o o o o HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes other than: 200, 301, 302. Frequency N/A
System Log User Connections Server Connections TCP Ports URL
N/A N/A N/A 5 Minutes 5 Minutes

Event o o o o o o o o o TCP Poll Negative Response Process Availability System Log User Connections Server Connections HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes Other Than: 200, 301, 302. Response o o o o o o o o o o o o Open Critical Incident Notify Customer Open Major Incident Notify Customer Attempt Manual Browse If Site Not Available or Extremely Slow Open Critical Incident Notify Customer Begin Internet Incident Resolution If Site Available Open Minor Incident Notify Customer
155
The following responsibilities are defined for Advanced Monitoring Web Services.
Customer
Advanced Monitoring Services - Web Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (same NIC can be used for monitoring and management services). Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Monitor ports & URLs as specified in the Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address or URL name changes.
P P P P P P P
Advanced Monitoring Services - Device

SunGards Advanced Monitoring Services - Device detect up/down status for Customer devices and events that indicate immediate or potential failures. Devices must be network accessible to the SunGard management fabric. Advanced Monitoring Services - Device are available for the number of devices as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events
Device Network Availability CPU Utilization Memory Utilization Temperature Threshold Power Supply Failure Fan Failure WAN Interface Utilization Event Response to ICMP Poll on management IP address Sustained Threshold Sustained Threshold Sustained Threshold Critical Level Syslog Message Critical Level Syslog Message Sustained Threshold
156
SunGard

Event o o o o o o o Network Availability Power Supply Failure CPU Utilization Memory Utilization Temperature Threshold Fan Failure WAN Interface Utilization Response o o o o Open Critical Incident Notify Customer Open Major Incident Notify Customer
The following responsibilities are defined for Advanced Monitoring Services Device.
Customer
Advanced Monitoring Services Device Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Permit unused network device interfaces to be configured as administratively down. Monitor ports identified by Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address changes.
P P P P P P P
157
SunGard
Web Transaction Monitoring Services

SunGards Web Transaction Monitoring Services provide for execution of a Customer provided transaction to measure end-to-end application responsiveness. Web Transaction Monitoring Services are available for the number of transactions for which Customer has contracted with SunGard as set forth on the Schedule for Managed IT Services. Each transaction may include up to five (5) discrete steps. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table defines the monitored devices and Events.
Device URL Event Executed Transaction Frequency 5 Minutes
The following table defines SunGards response to each type of Event.

Event o Transaction Negative Response Response o o Open Major Incident Ticket Notify Customer
The following responsibilities are defined for Web Transaction Monitoring Services.
Customer
Web Transaction Monitoring Services Responsibilities
Provide connectivity to the device for SunGard monitoring infrastructure. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Develop Customer transaction in response to requirements. Approve Customer transaction procedure as developed. Provide script to execute approved Customer transaction. Test and verify transaction. Execute and monitor transaction results identified by Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address or URL name changes.
P P P A P P A P P P P P
158
SunGard
Website Reporting Services (WSR)

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED IT SERVICES. CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES. SunGards Website Reporting Services provide for the monitoring of web traffic associated with the URLs as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Website Reporting Services Responsibilities
Provide Website Reporting Requirements Form. Complete Website Reporting Requirements Form. Provide Website Reporting infrastructure via WebTrends Reporting Center1. Configure Website Reporting for the number of URLs contracted for on the Schedule. Provide web-based access to results produced by Website Reporting. Resolve reported or detected Website Reporting failures. Provide notice within documented lead times for Web Site Reporting Standard Tasks. Provide Website Reporting Standard Tasks as scheduled. Test and verify SunGard implemented Standard Tasks. Provide support for Website Reporting Immediate Tasks.
1
P P P P A P P A P P P
WebTrends Reporting Center is a registered trademark of NetIQ Corporation.
159
SunGard
Website Reporting Services (WSR) Tasks

Website Reporting Services
Critical LeadTime
Standard Lead-Time
Standard Tasks WSR Configure URL WSR Add URL WSR Remove URL Immediate Tasks WSR Failure WSR Performance
Schedule Required
Description Configure Website Reporting for existing URL Add URL to Website Reporting. Remove URL from Website Reporting. Description Resolve Website Reporting failures. Investigate Website Reporting performance issues.
10 5 5
5 1 1 Y Y
Monitoring Services Delivery Notes & Limitations

Polling Cycle It is possible that during a polling cycle a device or service fully resets and the event is not detected. Monitoring Services will only detect devices or services that have not responded during an entire polling cycle. Standard Monitoring Services are limited to detecting positive or negative responses from direct polling and will not detect SNMP traps. The IP address used for monitoring must be assigned and administered by SunGard. If this is not practical within your environment, SunGard will attempt alternate solutions including the use of dedicated network interface cards (NIC). If SunGard cannot provide a solution to network address conflicts, Monitoring Services will not be available to the device(s). Any costs associated with alternate solutions are the Customers responsibility and will be the presented to Customer for approval before implementation. During normal operation it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example, SunGard may receive an alert that a device is not responding, but the device is actually still available. While SunGards management fabric is designed to mitigate such events; SunGard cannot guarantee that such false-positive alerts will not occur.
SNMP Traps Monitoring Address
False Positive
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Services Guide 6.0.0 Monitoring Services Delivery Notes & Limitations (continued)
Unused Interfaces Agent Unused IP interfaces must be configured as administratively down. If such IP interfaces remain active the Service will not be available to the device(s). Some Monitoring Services may require that a monitoring agent be installed on the OS. If the server OS is not managed by SunGard then Customer will need to install the agent. In this case, SunGard is not responsible for agent failures due to incorrect installation or Software compatibility issues. As required by the vendor, SunGard may need to upgrade agent revision levels. If the server OS is not managed by SunGard, then Customer is responsible to install the upgrade. SunGard will provide as much notice as possible prior to requiring an agent upgrade, whether SunGard or Customer is performing the work. Websites which are heavily dependent upon Client-side JavaScript, may not be able to be monitored using Advanced Monitoring - Web or Web Transaction Monitoring Services and will be addressed on a case by case basis. For Web Transaction Monitoring Services each transaction step represents a specific application request such as an HTTP page GET or POST. For example, in Step 1 you might test a page download time, in Step 2 test a user logon, and in Step 3 test a DB search response time. The resultant group of steps represents a single transaction that is executed on a regular basis as determined by Customer. SunGard will work directly with Customers internal application experts to develop the requirements for each step of each transaction. SunGard will then provide a written summary detailing our understanding of those requirements, and once approved, SunGard will implement the requirements as documented. Monitoring Services will only detect the specific events identified in The Table of Standard Events associated with the applicable Services. The following events may be detected through Monitoring Services, depending on whether or not they also result in one of the Standard Events being triggered: o Hung or Partially Hung OS or Application o Hardware Errors o System Errors o Process Errors o Website Errors o Application Errors o Log Messages Advanced Monitoring Service Operating Systems provide for monitoring of one (1) Operating System instance on a physical server. Operating Systems that reside on logical or physical partitions can only be monitored as part of Operating System Management Enterprise Services.
JavaScript
Transaction Development
Other Events
Logical or Physical Partitions
161
REPLICATION SERVICES
Server Replication Services
SunGards Server Replication Services provide support for SunGard provided server replication solutions. SunGard can provide these Services on Microsoft Windowsbased servers supported by SunGard as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Server Replication Services is a bundled Service, which includes Hardware Installation Services, Equipment Management Services, and Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Server Replication Services Responsibilities
Provide and support a source and target server environment compatible with identified replication Software. 1 Provide and/or contract for data backup for source and target server environment. 1 Provide and/or contract for data replication bandwidth between source and target servers. 1 Complete the Server Replication pre-install checklist prior to implementation Identify source and target servers on which the replication Software will be loaded, including local standby servers. Provision identified replication Software and related maintenance agreements. Provision all Software as required to implement Customer solution other than identified replication Software. Perform initial installation and configuration of identified replication Software on source & target servers. Notify Customer of vendor recommended Software patch, maintenance & release changes for the replication Software. Provide notice within documented Lead-Times for requested Standard Tasks. Provide notice prior to any changes on source and/or target environments that might impact the replication operation. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Request execution of Immediate Tasks through the Service Desk. Provide support for Immediate Tasks.
1
P P P P P P P P P P P P A P P P A
Subject to the Services contracted for by Customer, Customer, SunGard or both may support the source and target server environment and related bandwidth.
162
SunGard
Server Replication Services Tasks

Server Replication
Standard Tasks Software Configuration Software Install Software Patch Software Upgrade Immediate Tasks Software Failure Software License Failure
Description Configure replication tuning parameters. Software initialization and
5 5 5 10
1 3 1 5
Install replication Software product. Apply single patch to replication Software product. Upgrade replication Software to newer version. Description Investigate replication Software failure or crash. Investigate replication Software license failure.
163
Virtual Server Replication Services

SunGards Virtual Server Replication Services provides support for Microsoft Windows-based physical or virtual (VM) servers in the customer environment as contracted for in the Schedule for Managed IT Services. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Virtual Server Replication Services is a bundled Service, which includes the provisioning of hardware, Software, and management in a virtual environment. The design and management of this virtual environment is completely at the discretion of SunGard.
Customer
Virtual Server Replication Services Responsibilities
Provide and support a source physical or virtual server environment compatible with identified replication and management agents, based on Customer Design Requirements form. Complete the VSR Customer Design Requirements form checklist prior to implementation Provide backup for OS and OS Management services for the provisioned VM target replication virtual (VM) server (Arbiter). Provide and/or contract for data replication bandwidth between source & target servers. Identify source physical or virtual host servers on which the replication and management agents will be loaded. Provision replication and management agents for source and target hosts along with Windows and VMware licensing for target VMs. Provision all source servers, operating systems and applications to implement customer solution. Perform initial installation & configuration of replication and management agents on source hosts and target arbiter. Notify Customer of vendor recommended agent patch, maintenance & release changes for the replication and management agents. Provide notice within documented Lead-Times for requested Standard Tasks. Provide notice prior to any changes on source and/or target environments that might impact the replication operation. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Request execution of Immediate Tasks through the Service Desk. Provide support for Immediate Tasks.
P P P P P P P P P A P P P
164
SunGard
A P
Virtual Server Replication Services Tasks

Virtual Server Replication
Standard Lead-Time
Critical LeadTime
Standard Tasks Replication Software Provisioning Replication Software Configuration Changes Failover Testing Immediate Tasks Replication Failure Software
Schedule Required
Description Provision replication and management agent Software, validate Customer Design Requirements form and provision backend management. Modify replication path changes and host IP changes Failover tests can be conducted quarterly, noncumulative. Description Investigate replication or management agent failure or crash. Upon successful authentication by the Service Desk and confirmation by the customer, the failover process will be initiated.
5 5 10
1 3 5
Failover Activation
Storage Replication Services - Hosting

SunGards Storage Replication Services-Hosting provides for the implementation and management support for various vendor storage arrays as contracted for in the Schedule for Managed IT or Advanced Recovery Services. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Storage Replication Hosting Services Responsibilities
Customer must contract for the following SunGard Network Services: prerequisites - Managed Internet Access Services; and/or Managed CPE Services; and/or Cross Connect Services to facilitate appropriate connectivity between source and target storage arrays. Customer must contract with SunGard for the appropriate Space and Power to support storage array(s) and supporting Equipment hosted within a Designated SunGard Facility. Contract with SunGard for connectivity between Customer target storage array and the designated SunGard Facility.
165
SunGard
Customer
Storage Replication Hosting Services Responsibilities
Provision Fibre Channel or Ethernet ports on the storage array for attaching the storage array management agent server if Customer is contracting for additional array monitoring or replication monitoring. Provision gatekeeper volumes (minimum 4) on target storage array to enable monitoring and management. (only applicable to EMC Symmetrix) Provide storage array upgrades to source storage sub-system as required to support the selected storage replication mode, including: cache, Software, microcode, and channel adapter interface Equipment. Provision all cables at the target site (SunGard Facility) including: demarcation and network termination Equipment and, network termination Equipment and storage array channel interface. Provide Customer with required length for all cables. Provide Equipment Management Services for the number of devices as contracted for in the Schedule for Managed IT or Advanced Recovery Services. Cable and connect circuit termination Equipment to target storage sub-system. Install storage array management agent server & attach to storage array, if Customer is contracting for additional array or replication monitoring. Install storage array management agent Software on management server If Customer is contracting for additional array or replication monitoring. Customize the storage management infrastructure for Customer, e.g. naming, location, etc. Connect storage array management agent server to storage management infrastructure if Customer is contracting for additional array or replication monitoring. Create a disk configuration file for the storage array. *
P P
* These tasks may be performed by OEM hardware Vendor and may not be applicable to all storage array platforms.
Storage Replication Services Array-Based Replication: EMC SRDF

SunGards Storage Replication Services Array-Based Replication: EMC SRDF provide for cooperative support of the replication sessions between source storage at Customers facility, and the target storage at the designated SunGard Facility as set forth in the applicable Schedule for Managed IT or Advanced Recovery Services. Supported replication facilities include EMC Symmetrix Remote Data Facility/Asynchronous (SRDF/A), and Symmetrix Remote Data Facility/Synchronous (SRDF/S) In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
166
SunGard
P P P P P P P
Customer
Contract for the following SunGard prerequisite Storage Replication Hosting Services Provide EMC SRDF/S, or /A Requirements Form. Complete & return EMC SRDF/S, or /A Requirements Form. Provision required SRDF volumes on target disk array to enable monitoring and management. Ensure gatekeeper disk is provisioned to enable SunGard monitoring. Create a BIN file for disk configuration changes for the target disk array. * Provision SRDF replication software licenses for source & target arrays Install supported SRDF replication software on customer source array. * Enable SRDF replication software on source array. * Select critical data to be replicated from the source storage. Establish consistency groups. Define data copy/split schedule with data copy software if required. Design, create, document, & maintain disk configuration changes file for source array. Install EMC SRDF/S or /A on target disk array. * Enable EMC SRDF/S or /A on target disk array. * Initiate the data copies on the target arrays. Design, create & document disk configuration changes for target array. Maintain disk configuration change log for target, based on Customer change request procedures and notification critieria. Perform initial data mirror between source and target array. Test and verify data transfer, the infrastructure and monitoring. Notify the Service Desk when replication facility is operational. Notify and regularly update through source/target disk environment. change control any changes to
P P P P P P P P P P P P P P P P P A P A P A P A P P A A A
* These tasks will be performed by the hardware OEM vendor.
167
SunGard
Storage Replication Services Array-Based Replication: EMC SRDF responsibilities
Storage Replication Services Array-Based Replication: EMC SRDF Tasks

Storage Replication Services - Replication Facility Standard Tasks Add/Delete Volumes Logical
Critical LeadTime
Standard Lead-Time
Schedule Required
Description
5 10 5 10
1 5 1 5 Coordinate microcode changes with Customer and storage array vendor Description Y File Disk volume selection consistency group setup. for replication and
Storage Assessment Performance Reporting Coordinate Microcode changes Immediate Tasks
Table of EMC SRDF Events

Event Link Inactive SRDF Error SRDF operations suspended for some devices Link Error Link Down Detection SRDF device is inactive Replication engine error Replication operations suspended for some devices A single SRDF link in a group is not operational An SRDF link in a group is not operational
The following Table indicates SunGards response to each type of event.

Event o o o o SRDF Error Link Error Link Inactive SRDF operations suspended for some devices Link Down Response o o o o o o Open Critical-1 Notify Customer Begin Problem Resolution Open Critical-2 Notify Customer Investigate Problem & Determine Action Plan
168
Services Guide 6.0.0 Storage Replication Services Array-Based Replication: IBM Global Mirror
SunGards Storage Replication Services Array-Based Replication: IBM Global Mirror provide for the cooperative support of the replication sessions between source storage at Customers Facility, and the target storage at the designated SunGard Facility as set forth in the applicable Schedule for Managed IT or Advanced Recovery Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Storage Replication Services Array-Based Replication: IBM Global Mirror Responsibilities
Customer
Contract for the following SunGard prerequisite Storage Replication Hosting Services Provide IBM Global Mirror Requirements Form. Complete & return IBM Global Mirror Requirements Form. Provision required IBM Global Mirror volumes on target disk array to enable monitoring and management. Create a file for disk configuration changes for the target disk array. Provision Global Mirror IBM Global Mirror Replication Software licenses for source & target arrays Install IBM Global Mirror Replication Software on customer source array. * Enable Global Mirror IBM Global Mirror Replication Software on source array. * Select critical data to be replicated from the source storage. Establish consistency groups. Define data copy/split schedule with IBM Global MirrorData Copy Software if required. Design, create, document, & maintain disk configuration changes file for source array. * Install IBM Global Mirror Software on target disk array. * Enable IBM Global Mirror Software on target disk array. * Initiate the data copies on the target arrays. * Design, create, & document disk configuration changes file for target array. Maintain disk configuration change logs file for target, based on customer change request procedures and notification. Perform initial data mirror between source and target array. Test and verify data transfer, infrastructure and monitoring. Notify the Service Desk when replication facility is operational. Notify and regularly update through change control any modifications to source/target disk environment.
P P P P A P P P P P P P P P AP AP P A P A A P P P PA P A P P P
* These tasks will be performed by the hardware OEM vendor.
169
SunGard

Storage Replication Services IBM Global Mirror Tasks
Storage Replication Services IBM Global Mirror Standard Tasks Add/Delete Volumes Logical
Critical LeadTime
Standard Lead-Time
Schedule Required
Description
5 10 5 10
1 5 1 5 Coordinate microcode changes with Customer and storage array vendor Description Y Disk Volume selection for replication and consistency group setup.
Storage Assessment Performance Reporting Coordinate Microcode changes Immediate Tasks
Table of IBM Global Mirror Events

Event PPRC Links Degraded PPRC Links Down Consistency Group PPRC Pair Error PPRC Devices Suspended due to error PPRC Session Fatal PPRC Consistency Failure Group Detection Links degraded Links Down Consistency Group PPRC Pair Error PPRC Devices Suspended due to error PPRC Session Fatal PPRC Consistency Group Failure PPRC Master Terminated PPRC Flashcopy at Remote Site Unsuccessful PPRC Target Termination Unsuccessful PPRC Paused
PPRC Master Terminated PPRC Flashcopy at Remote Site Unsuccessful PPRC Target Unsuccessful PPRC Paused Termination
170
The following Table indicates SunGards response to each type of Event.

Event o o o o o o o o o PPRC Links Degraded PPRC Links Down Consistency Group PPRC Pair Error PPRC Devices Suspended due to error PPRC Session Fatal PPRC Consistency Group Failure PPRC Master Terminated PPRC Flashcopy at Remote Site Unsuccessful PPRC Target Termination Unsuccessful Response o o o Open Critical-1 Notify Customer Begin Problem Resolution
PPRC Paused
o o o
Open Critical-2 Notify Customer Investigate Problem & Determine Action Plan
Table of Standard Events

Event Failure Resource Detected Detection A serviceable event was reported to IBM using IBMs Call Home.
The following table sets forth SunGards response to each type of Event.
Event o Failure Resource Detected Response o o o Open Critical-1 Notify Customer Verify Timely Problem Resolution by Vendor
171
Storage Replication Services Array Monitoring

SunGards Storage Replication Services Array Monitoring detect events that indicate immediate or potential failures on storage sub-systems for which a Customer has contracted with SunGard for Storage Replication Services-Array Monitoring as set forth on a Schedule for Managed IT or Advanced Recovery Services. These Services are only available for select EMC or IBM sub-systems, unless otherwise indicated on an addendum to the Schedule. In order for the Services to be delivered, the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored events and the method of detection. Table of Standard Events
Event Fibre Low Light Level Temperature Power Subsystem AC Line Problems Detected Storage Array Battery Latched Alarms Thermal Detector Test Failure Thermal Event Controller Fault Controller Status Volume Not Ready Service Processor Down PC Communications Error Physical drive failure RAID device write disabled Detection FC Optical module problem adapter reported error Temperature alert Power sub-system error AC Line Problems Detected Battery not completely charged Latched Alarms discovered for Power System Thermal Detector Test Failure Thermal Event Controller Fault Displays the status of a storage array Controller Volume is not ready Service Processor is not communicating with storage array Service Processor could not complete a call for service A physical drive may have failed
172

The following table sets forth SunGards response to each type of Event.
Event o o o o o o o o o o o o o o Fibre Low Light Level Temperature Power Subsystem Storage Array Battery Latched Alarms Thermal Detector Test Failure/Thermal Event Controller Fault Controller Status Physical drive failure AC Line Problems Detected Volume Not Ready Service Processor Down PC Communications Error RAID device write disabled Response o o o Open Critical-1 Notify Customer Verify Timely Problem Resolution by Vendor
o o o
Open Critical-2 Notify Customer Investigate Problem & Determine Action Plan
173
Storage Replication Services-Data Copy Management Services (Standard and Advanced)

SunGards Data Copy Management (DCM) Services provide for cooperative support of data copies taken on the source and/or target storage array to facilitate storage replication sessions between the source or target storage system at the designated SunGard Facility. DCM Services include support for EMC, DMX and IBM DS6800 and DS8000 arrays. Other arrays and manufacturers may supported by separate addendum. In order for the Services to be delivered, the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. DCM Services-Advanced allows for a specific number (as defined in the applicable Schedule) of ad-hoc copy splits over and above the two allowed in DCM Standard Services.
Storage Replication Services-Data Copy Management Services Responsibilities
Customer SunGard
Contract for Storage Replication Services-Array-Based Replication, SRDF or Global Mirror. Provide required Data Copy Software license for target disk array. Provide capacity in the target subsystem for copy of data for testing. CUSTOMERS THAT DO NO HAVE A SET OF DATA COPIES ON THE TARGET WILL NEED TO PERFORM A FULL SYNCHRONIZATION OF REPLICATION FACILITY AFTER THEY COMPLETE A FAILOVER TEST. Enable Data Copy Engine on target disk array. Communicate a list of the remote replication copies (e.g. R2s for EMC SRDF) and the mapping to the data copy pool. Create script to split a source/target set of data copies for the entire set of logical volumes. Create script to establish a source/target set of data copies for the entire set of logical volumes. Initiate script to suspend production replication facility session, split Data Copy volumes, and resume production replication facility session. Create scripts to convert remote target replication volumes from Read Only mode to Read-Write for recovery testing for customers testing using the remote replication volumes. CUSTOMERS USING THE REMOTE REPLICATION VOLUMES FOR FAILOVER TESTING WILL HAVE NO REPLICATION PROTECTION DURING TESTING. Coordinate Storage Array(s) changes with SunGards Change Control process Coordinate target copy for recovery (if Recovery Services contracted for) or failover testing Notify Service Desk when testing is finished Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P
P P P P P
P P P A
A A
P P
174
Data Copy Management Services Tasks

Data Copy Management Services
Critical LeadTime
Standard Lead-Time
Standard Tasks Add/Delete Logical Volumes Upgrade Data Copy Software Add Data Copy Software functionality Manage Data Copy changes for recovery test Update Data Copy Software scripts to support new volume configurations LUN Masking Immediate Tasks Manage Data Copy changes for recovery
Schedule Required
Description
5 20 20
1 10 10 Y Upgrade Data Copy Software to newer version. Enable additional Data Copy functionality. Initiate Data Copy splits, connect Data Copies to recovery systems, and reestablish Data Copies after the test.
30
10
20 30
10 10 Y
To maintain the replication process as specified in the Schedule. Mask LUNs on recovery fabric switch for failover test. Description Initiate Data Copy splits, connect Data Copies to recovery configuration(s), and reestablish Data Copies after the test.
Secure2Disk Services
SunGards Secure2Disk Services provide for automatic local and secure off-site backups of critical production file systems, databases and application data as contracted for in the applicable Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The Secure2Disk Services defined below are based on an assumption that Customer is contracting with SunGard for traditional Recovery Services and as such, Secure2Disk Services will be contracted for on a Schedule for Advanced Recovery Services. If Customer is not contracting with SunGard for Recovery Services, but only contracting for Managed IT Services, then all items below which are applicable to Tests and or Disaster support below are not available to Customer.
175

Secure2Disk Services Responsibilities
Customer
Provide server, file system, database and application backup requirements to allow proper sizing of the Secure2Disk Services and network bandwidth. Deliver Secure2Disk Appliance components for use at Customers Location. Provide adequate rack space, power, cooling and security for the Secure2Disk Appliance components at Customers Location. Install the Secure2Disk Appliance components into Customer provided rack space. Perform setup and configuration of the Secure2Disk Services client software remotely. Provide Customer with training on the use, daily operations and establishing end-user security definitions on the Appliance. Provide and maintain Local Area Network (LAN) connectivity between the source servers and the Secure2Disk Appliance at Customers Location Provide adequate IP WAN bandwidth (Internet or dedicate circuit) between the Secure2Disk Appliance and the designated SunGard Secure2Disk point of presence. Define and manage backup sets, schedules and retention rules based on Customers backup policies Create and maintain Customers data encryption key Provide any required open file manager software and licenses Determine the method to be utilized for the initial (seed) backup Coordinate and define the schedule for the initial (seed) backup As required, load initial backup to removable disk unit(s) based upon the agreed to schedule and ship to the designated SunGard Secure2Disk Vault Recovery Center using Federal Express Custom Critical.. Provide, manage and operate Secure2Disk Vault complex at the designated SunGard Recovery Center. Import initial backup into the Secure2Disk Vault at designated SunGard Recovery Center Utilize Secure2Disk Service client software to execute, manage and monitor backups, obtain reports and restore data as needed. Provide Secure2Disk Recovery Appliances at designated SunGard Recovery Center where Secure2Disk Vault is located to facilitate restoration of Recovery Services Customers backup data at time of Test or Disaster. Customer acknowledges that the Recovery Appliance must be contracted for on Customers Schedule for Recovery Services. Install Customers data encryption key on scheduled Secure2Disk Recovery Appliance(s) at time of Test or Disaster at the designated SunGard Recovery Center. Manage and monitor the Secure2Disk Services hardware and software infrastructure at Customers Location and at the designated SunGard Recovery Center on a 24x7 basis.
P P A A P P A P P
P P P P P P A A
P P
176
SunGard
A P
P P
Customer
Provide 24x7 support for all hardware, software, storage and networking components of the Secure2Disk Services. Provide Secure2Disk Services product upgrades and updates for hardware, software, storage and networking components. Notify SunGard of any significant changes to Customers production environment that may result in Customer exceeding the contracted-for storage capacity. Delete Customers data from the Secure2Disk Appliance and promptly return all Secure2Disk Appliance components to SunGard upon contract termination or default. Customer is responsible for the selection and all costs related to its data erasure software. P
Secure2Disk Services Tasks

Standard LeadTime Critical Schedule Required
Secure2Disk Services
Standard Tasks Increase size of Secure2Disk Service
LeadTime
Description Increase the amount of data being backed up to accommodate Customer growth as a result of any change to Customers environment. Upon receipt of a written Customer request, SunGard will at the end of the current Agreed Term of the applicable Recovery Services Schedule off load Customers backup data from the Secure2Disk Vault to removable disk unit(s) and ship the disk unit(s) to Customer at Customers expense. Customer will promptly return the removable disk unit(s) to SunGard at Customers expense or will be billed for the full cost of the unit(s).
30
Return backup data to Customer
30
Service Delivery Notes & Limitations Data Deletion Policy Deletion of Customer data from the Appliance is the responsibility of Customer. Deletion of Customer data from the Vault will be done by SunGard in accordance with standard procedures.
177
SunGard
Secure2Disk Services Responsibilities
P P
Replication Services Delivery Notes & Limitations

Availability For any failures or malfunction of the Equipment and/or the Software for which Customer has contracted with SunGard for Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for the effect of Equipment and/or Software failure lies with the OEM or maintenance vendor. SunGard does not maintain a spare parts inventory. Failed Equipment is repaired through vendor maintenance support agreements. Subject to SunGards written approval, a Customer may provide or have vendors provide spare parts for cold storage within the allocated Customer Space only. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware components to complete projects or remedy problems. Out of pocket expenses incurred by SunGard may be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any Support or Management Services. Replication Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not specifically identified in the Standard Tasks for that Services.
Spare Parts
Peripherals
Licenses Other Services
ARCHIVING SERVICES
Archiving Services for Messaging
THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT THIS SERVICE ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THIS SERVICE ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION ON AVAILABLE REPLACEMENT SERVICES. SunGards Archiving Services for Messaging enables a Customer to archive and retrieve emails as identified in the Addendum to the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
178
Customer
Archiving Service for Messaging Responsibilities
Provide SunGard access to Customer Exchange Server. Provide or contract for network connectivity between Customer Exchange Server(s) and SunGards Archiving Services for Messaging infrastructure. Provide router(s) at Customer Facility or contract for SunGard Managed CPE Services. Provide Firewall at Customer Facility or contract for SunGard Managed Firewall Services. Develop IP address scheme for connection to archiving infrastructure at the Designated SunGard Facility. Configure Customer into archiving infrastructure. Create Journaling mailbox(s) in Customer Exchange Server(s) to provide SunGard access for message archiving. Initiate journaling of all email messages to journaling mailbox(s). Establish offsite backup for archived messages. Monitor critical path alerts. Perform requested Standard Tasks as identified below. Test and verify SunGard implemented Standard Tasks. Deletion of data from the Archive Maintenance tasks as outlined by the Administrator's guide for the archival Software Provide and Define collection rules and retention policies Provide ownership information for PST/NSF files Ensure all PST/NSF files are not encrypted or password protected Any support issues must be reported to SunGard
P P P P A A P P P P P A P P P P P P A P A A A A A P P
Archiving Services for Messaging Tasks

Archiving Services for Messaging
Standard Lead-Time
Critical Lead-Time
Standard Tasks Additional Exchange Server
Schedule Required
Description Add Customer server to the archiving environment Increase allocations to accommodate Customer growth in accordance with contractual commitment as set forth on the Schedule for Managed IT Services. Increase allocations to accommodate Customer growth in accordance with contractual commitment as set forth on the Schedule for Managed IT Services.
45
Add archive space to existing environment
45
Add licensing to existing environment
10
179
SunGard
Archiving Services for Messaging Delivery Notes & Limitations

Availability For failures of the Equipment or Software contracted under any Support & Management Services, SunGard does not guarantee a time to fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for the effect of Equipment and/or Software failure lies with the OEM or Customers maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses may be charged back to the Customer without surcharge. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any type of Support and/or Management Services.
Peripherals
Licenses
Services For Medical Images - Standard On-Line Archiving Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES STANDARD ONLINE ARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGards Services for Medical Images (SMI) provides a 24x7 managed service for the archival and retrieval of DICOM formatted medical images as contracted for in the Addendum for Services for Medical Images. The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
180
Customer
SMI Standard On-Line Archiving Services Responsibilities
Provide Site Survey Form. Complete Site Survey Form. Provide secure environment & adequate Space for placement of SunGard provided On-Line server and any related Equipment (Online Server). Provide sufficient Power and cooling for Online Server. Provide sufficient Internet bandwidth & connection for Online Server. Procurement of Online Sever. Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Online Server. Provide list of modalities & workstations which will be connected to the Online Server. Configure, install and test the Online Server. Maintain Online Server model and serial number specifics in SunGard inventory system. Open specified firewall ports to enable effective systems communication. Provide DICOM medical image storage locally on Online Server. Create secure communication connections (VPN) between Online Server and Primary Archiving Center. Provide compression, encryption & transmission of DICOM medical images to Primary Archiving Center. Deliver studies from the modality or PACS to the On-Line Server. Ensure that the modality is properly communicating with the On-Line Server. Provide storage & retrieval capability for DICOM medical images at Primary Archiving Center. Complete Monitoring Requirements Form. Install & configure monitoring agent. Monitor ports, availability & thresholds identified by Monitoring Requirements Form. Notify Customer of detected alerts per Monitoring Requirements Form. Provide hardware availability & threshold reporting via SunGards Portal. Resolve reported or detected Online Server failures. Test & verify SunGard implemented Standard Tasks. Maintain the Primary and Secondary Archiving Centers. Maintain the On-Line Server. Perform scheduled maintenance. Coordinate any network changes to the Customer-provided network with SunGard. A A P P P A P P P P P P
181
SunGard
P A
P P
P P A P P P
P P A P P P P P P P P P A

SMI Standard On-Line Archiving Services Tasks
SMI Standard OnLine Archiving Services Standard Tasks Installation & Testing Network Attachment Modality Attachment Immediate Tasks Online System Online Archiving Network Archive Centers Monitoring and Reporting Tools
Standard Lead-Time
CriticalLead Time
Schedule Required
Description Configure, Server. implement, and activate the Online
15 5
5 3
Connect the Online Server to the Customer-provided Internet network. Connect the Online Server to the Customer-specified modalities. Description Investigate and restore the failure of the Online Server. Customer shall investigate and restore any network failures Investigate and restore any failures in the archiving centers. Investigate and restore any failures in the central monitoring and reporting tools.
182
Services For Medical Images - Standard Nearline Archiving Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES STANDARD NEARLINE ARCHIVING SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Services. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
SMI Standard Nearline Archiving Services Responsibilities
Provide Site Survey Form. Complete Site Survey Form. Provide secure environment & adequate Space for placement of SunGard provided Nearline server and any related Equipment (Nearline Server). Provide sufficient Power and cooling for Nearline Server. Provide sufficient Internet bandwidth & connection for Nearline Server. Procurement of Nearline Sever. Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Nearline Server. Provide list of modalities & workstations which will be connected to the Nearline Server. Configure, install and test the Nearline Server. Maintain Nearline Server model and serial number specifics in SunGard inventory system. Open specified firewall ports to enable effective systems communication. Create secure communication connections (VPN) between Nearline Server and Primary Archiving Center. Provide compression, encryption & transmission of DICOM medical images to Primary Archiving Center. Deliver studies from the modality or PACS to the Nearline Server. Ensure that the modality is properly communicating with the Nearline Server. Provide storage & retrieval capability for DICOM medical images at Primary Archiving Center. Complete Monitoring Requirements Form. P
P P P P P P P P P A P P P A P P P A
183
SunGard
P A
Customer
SMI Standard Nearline Archiving Services Responsibilities
Install & configure monitoring agent. Monitor ports, availability & thresholds identified by Monitoring Requirements Form. Notify Customer of detected alters per Monitoring Requirements Form. Provide hardware availability & threshold reporting via SunGards Portal Resolve reported or detected Nearline Server failures. Test & verify SunGard implemented Standard Tasks. Maintain the Primary and Secondary Archiving Centers. Maintain the Nearline Server. Perform scheduled maintenance. Coordinate any network changes to the Customer-provided network with SunGard.
A A P
SMI Standard Nearline Archiving Services Tasks

SMI Standard Nearline Archiving Services Standard Tasks Installation & Testing Network Attachment Modality Attachment Immediate Tasks Nearline System Nearline Archiving Network Archive Centers Monitoring and Reporting Tools
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Configure, implement, and activate the Nearline Server. Connect the Nearline Server provided Internet network. Connect the Nearline specified modalities. Description Investigate and restore the failure of the Nearline Server. Customer shall investigate and restore any network failures Investigate and restore any failures in the archiving centers. Investigate and restore any failures in the central monitoring and reporting tools. Server to to the the Customer Customer
15 5
5 3
184
SunGard
P P P P P P P P P A
Services For Medical Images - Archiving & Retrieval Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT SERVICES FOR MEDICAL IMAGES ARCHIVING & RETRIEVAL SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. The following matrix defines the specific responsibilities of both SunGard and Customer and shall be the basis for the rendering of the Service. In order for the Services to be delivered the following responsibility matrix must be understood and adhered to by both parties. Customer's failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
SMI Archiving & Retrieval Services Responsibilities
Provide Site Survey Form. Complete Site Survey Form. Provide secure environment & adequate Space for placement of the SunGardprovided archive server and any related Equipment (Archive Server). Provide sufficient Power and cooling for Archive Server. Provide sufficient Internet bandwidth & connection for Archive Server. Procurement of Archive Sever. Maintain 24 x 7 maintenance agreement with a 4 hour response vendor support commitment for Archive Server. Provide list of modalities & workstations which will be connected to the Archive Server. Configure, install and test the Archive Server. Maintain Archive Server model and serial number specifics in SunGard inventory system. Open specified firewall ports to enable effective systems communication. Create secure communication connections (VPN) between the Archive Server and the Primary Archiving Center. Provide compression, encryption & transmission of DICOM medical images to the Primary Archiving Center. Deliver studies from the modality or PACS to the Archive Server. Ensure that the modality is properly communicating with the Archive Server. Provide storage & retrieval capability for DICOM medical images at Primary Archiving Center. Complete Monitoring Requirements Form.
P P P P
P P P P A P P P A P P P A
185
SunGard
P A
P P
Customer
SMI Archiving & Retrieval Services Responsibilities (continued)
Install & configure hardware monitoring agent. Monitor ports, availability & thresholds identified by Monitoring Requirements Form. Notify Customer of detected alters per Monitoring Requirements Form. Provide hardware availability & threshold reporting via SunGards Portal. Resolve reported or detected Archive Server failures. Test & verify SunGard implemented Standard Tasks. Maintain the Primary and Secondary Archiving Centers. Maintain the Archive Server. Perform scheduled maintenance. Coordinate any network changes to the Customer-provided network with SunGard.
A A P
SMI Archiving & Retrieval Services Responsibilities Tasks

SMI Archiving & Retrieval Services
Standard Lead-Time
Critical Lead-Time
Standard Tasks Installation & Testing Network Attachment Modality Attachment Immediate Tasks Archive System Archive Network Archiving
Schedule Required
Description Configure, Server. implement, and activate to the the Archive
15 5
5 3
Connect the Archive Server provided Internet network.
Customer-
Connect the Archive Server to the Customer specified modalities. Description Investigate and restore the failure of the Archive Server. Customer shall investigate and restore any network failures Investigate and restore any failures in the archiving centers.
Archive Centers Monitoring Reporting Tools and
Investigate and restore any failures in the central monitoring and reporting tools.
186
SunGard
P P P P P P P P P A
Section Three
Remote Managed IT Services

Service Definitions
187
REMOTE SUPPORT SERVICES

Remote Hardware Installation Services
SunGards Remote Hardware Installation Services provide for the one-time installation of the hardware devices (Equipment) identified in the Schedule for Remote Managed IT Services. In order for the Remote Hardware Installation Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.
Customer
Remote Hardware Installation Services Responsibilities
Deliver SunGard-provided Equipment to Customer Facility. Receive and maintain SunGard Equipment in secure and conditioned Space Notify SunGard of receipt of SunGard-provided Equipment and of any damage or other exceptions. Provide packing lists and other shipping documents for SunGard-provided Equipment to SunGard. In accordance with OEM vendor specifications, provide for sufficient Space and Power to accommodate Customer-provided Equipment and or SunGardprovided Equipment at the designated Customer Facility. Provide Equipment list & installation requirements for SunGard-provided Equipment (shelf location, special Power, etc.) Assemble cabinet or rack based Equipment as required. Install SunGard-provided Equipment into cabinet or rack in accordance with SunGard provided requirements. Install Customer-provided Equipment into cabinet or rack per OEM vendor specifications. Arrange cables within cabinet or rack per SunGard-provided requirements. Connect Equipment to power source within the cabinet or rack. P P P P P P P P P
188
SunGard
Remote Operational Support Services

Remote Operational Support Services provides Customer with 24x7 on-call access to SunGards technical support personnel who will work remotely in conjunction with Customers on-site technical support personnel for the execution of certain manual tasks associated with the devices identified in the Schedule for Remote Managed IT Services. SunGard will remotely supervise all tasks related to the Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from performing Services hereunder.
Customer
Remote Operational Support Services Responsibilities
Request execution of Immediate Tasks through the Service Desk. Assign technical support for Immediate Tasks within 15 minutes of request. Execute requested Immediate Tasks. P P
Customers Operational Support Services Tasks

Remote Operational Support Services Customer Immediate Tasks Power Cycle Inspect Equipment Enter Commands Handle Media Move / Install Cable
Description Request to Power Reset server or device. Request to Inspect external conditions on server or device. Request to enter specific commands on server or device. Insert or swap tape or CD. Request to move / install cable
Remote Support Services Delivery Notes & Limitations

Receipt of Equipment Power Other Services Customer will notify SunGard within one (1) business day of receipt of shipment of SunGard provided Equipment. If Equipment is provided with redundant power supply, Customer will connect each supply to separate and redundant power sources (provided that Customer cabinet or rack has dual feed capability). Remote Hardware Installation Services do not include or imply ongoing Equipment support, OS or Software support, DB support, performance analysis, capacity planning, design and architecture, or any other service not previously identified.
189
SunGard
REMOTE SERVER SERVICES

Remote Equipment Management Services
SunGards Remote Equipment Management Services provide for the daily support of servers, storage systems, and other devices identified in the Schedule for Remote Managed IT Services to which Customer has contracted for Remote Equipment Management Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may delay and or prevent SunGard from providing the Services.
Customer
Remote Equipment Management Services Responsibilities
Select Equipment from supported vendors and models. Purchase of selected Customer-provided Equipment. Purchase of selected SunGard-provided Equipment. In accordance with OEM vendor specifications, provide adequate Space, uninterrupted Power and cooling to support SunGard and Customer-provided Equipment, as per manufacturers specifications. Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for Customer-provided Equipment. Secure hardware maintenance agreements for 24x7, 4-hour response vendor support for SunGard-provided Equipment. Secure Software maintenance agreements for 24x7 OEM vendor support for Customer-provided Software. Secure Software maintenance agreements for 24x7 OEM vendor support for SunGard-provided Software. Provide letter of agency for Customer-provided Equipment and Software maintenance agreement. Provide verification of Equipment and Software maintenance agreements. Provide verification of Software license agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contract(s) for Customer-provided Equipment and Software. Maintain vendor maintenance contract(s) for SunGard-provided Equipment and Software. Provide specification Equipment. sheets & installation guides for Customer-provided
1
P P P A P
P P P P P P P P P P P P P
Provide SunGard root security password and IDs for Customer-provided Equipment. Maintain Equipment list in asset inventory.
190
SunGard
Customer
Remote Equipment Management Services Responsibilities (continued)
Assemble Equipment as required. Rack assembled Equipment in Customer cabinet. Resolve reported or detected Equipment failures through maintenance vendor using reasonable efforts. Provide notice within documented Lead-Times for requested Standard Tasks. Schedule vendor as required when executing requested Standard Tasks. Resolve disputes & Service issues with Customer selected maintenance vendor. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P P A P A P A P P P P
SunGard may assist Customer in the purchasing of selected Equipment & maintenance, but Customer shall in all cases be the purchaser of the Equipment. Remote Equipment Management Services Tasks
Standard Lead-Time
Critical Lead-Time
Standard Tasks Software Configuration of Device Upgrade Microcode Customer Standard Tasks Hardware Configuration of Device Install CPU Install Disk Install I/O Card Install Memory Install Power Supply Install System Board Move CPU
Schedule Required
Description Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc.
10 10
2 5 Y
Upgrade version firmware. Description
or
revision
of
microcode
SunGard
or
10 5 5 5 5 5 5 5
2 1 1 1 1 1 1 1
Configuration change for Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, etc. Add CPU(s) to existing server or device. Add Disk to existing server or device. Add I/O Card to existing server or device. Add Memory to existing server or device. Add Power Supply to existing server or device. Add System Board, Planer Board, and Daughter Board to existing server or device. Move, Swap or Replace CPU(s) in existing server or device.
191
Remote Equipment Management Services Tasks (continued)

Standard Lead-Time
Critical LeadTime
Customer Standard Tasks
Schedule Required
Description Move, swap or replace Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc. Move, swap or replace Disk Drive in existing server or device. Move, swap or replace I/O Card in existing server or device. Move, swap or replace Memory in existing server or device. Move, swap or replace Power Supply in existing server or device.
Move Device Move Disk Move I/O Card Move Memory Move Power Supply Move Server Move System Board
5 5 5 5 5 5 5
5 1 1 1 1 5 1
Move server to new shelf, location, and cabinet. Move, Swap or Replace System Board, Planer Board, Daughter Board in existing server or device. Permanent removal of Control Unit, Director, DASD or Tape Subsystem, External Modem, Printer, CD ROM, Keyboard, Console, etc. Permanent removal of Disk Drive from existing server or device. Permanent removal of I/O Card from existing server or device. Permanent removal of Memory from existing server or device. Permanent removal of Power Supply from existing server or device.
Remove Device Remove Disk Remove I/O Card Remove Memory Remove Power Supply Remove Server Remove System Board
5 5 5 5 5 5 5
5 1 1 1 1 5 1
Permanent removal of server from cabinet or location on floor. Permanent removal of System Board, Planer Board, Daughter Board from existing server or device.
192
Remote Equipment Management Services Tasks (continued)
Immediate Tasks Power Cycle Enter Commands CPU Failure Disk Failure I/O Card Failure Memory Failure Power Supply Failure Tape Drive Failure
Description Request to power reset server or device*. Request to enter specific commands on server or device*. CPU has failed or reporting errors. Disk Drive has failed or reporting errors. I/O Card has failed or reporting errors. Memory has failed or reporting errors. Power Supply has failed or reporting errors. Tape Drive has failed or reporting errors. Control Unit, Director, DASD subsystem, Tape subsystem, Printer, Console, CD ROM, or other device failure. Description Request to power reset server or device. Request to inspect external conditions on server or device. Request to enter specific commands on server or device.
Device Failure Customer Immediate Tasks Power Cycle Inspect Equipment Enter Commands
* Performed by Customer if task can not be performed remotely.
193
Remote Operating System Management Services

Remote Operating System Management Standard Services The following Services are included for the number of servers defined in the Schedule for which Remote Operating System Standard Management Services have been contracted for: o o Remote Advanced Monitoring Operating System Remote Equipment Management Services
As an option, Customer may elect to extend the contracted for Operating System Management Services to include support for direct attached storage device(s). Direct Attached Storage is, by definition, computer storage that is directly attached to only one server via an internal SCSI or SATA RAID controller. Direct Attached Storage devices are natively managed by the attached servers operating system, and are not directly accessible to other servers without special support. Remote Operating System Management Advanced Services The following Services are included for the number of servers defined in the Schedule for which Remote Operating System Management Advanced Services have been contracted for: o o Remote Advanced Monitoring Operating System Remote Equipment Management Services
Remote Operating System Management Enterprise Services The following Services are included for the number of servers and their virtual/logical partitions defined in the Schedule for Remote Management IT Services for which Remote Operating System Management Enterprise Services have been contracted for: o o o o o Remote Advanced Monitoring Operating System Remote Equipment Management Services Remote Operating System Management Advanced Cluster Management Remote Partition Management
Note: Enterprise Servers are defined as servers capable of running multiple OS instances on one hardware platform, where the OS instances are isolated from each other through logical (Software/firmware) or physical (hardware) partitioning; or servers configured in an application cluster. Examples of Enterprise servers: IBM pSeries with POWER5 processors with multiple LPARs Sun Microsystems Sun-Fire & High-End servers Intel/AMD servers running VMware Servers configured using Microsoft Clustering Veritas Cluster (on AIX, Solaris, or Linux) Sun Cluster (on Solaris)
194

Servers configured using Oracle RAC
Examples of Direct Attach Storage (DAS) Devices: Dell PowerVault, models MD1120, and MD1000 HP StorageWorks models MSA70, MSA60, MSA50, MSA30, and MSA 20 IBM StorageSystem models EXP3000, and EXP24
Note: The requirements for support of a DAS device are: The DAS device must be from the same vendor as the server to which it is being attached The tools used to manage the DAS device must be the same tools used to manage the internal disks in the server There are no network switches, external controllers or third party Software used to enable the connection to the device Note: In order for SunGard to provide Remote Operating System Management Enterprise Services, At SunGards discretion, Customer may be required to provide the appropriate management console (hardware and Software), for SunGards exclusive use, to manage the servers with logical and/or physical partitions. For example purposes, in order for SunGard to manage an IBM pSeries or iSeries server with LPARs, Customer must supply the appropriate IBM Hardware Maintenance Console (HMC), which will be accessed exclusively by SunGard.
195
Remote Operating System (OS) Management Standard Services

SunGards Remote Operating System (OS) Management Standard Services provide for the day-to-day support, in conjunction with a Customers internal IT team, of the server OS as set forth on the Schedule for Remote Managed IT Services. In order for the Service to be delivered Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote OS Management Standard Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote OS Management Standard Services Responsibilities
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Perform initial OS installation and configuration. Perform quarterly assessment of vendor recommended Software maintenance updates. Perform continuous assessment of vendor recommended critical security patch updates and apply as requested. Notify Customer of vendor recommended Software maintenance & release changes and apply as requested. Manage shared control of OS security privileges. Design and implement OS logical backup procedures. Design and implement OS recovery procedures. Install anti-virus Software on all managed Windows servers Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A P P P P P P P P P
196
SunGard
P P P P A A P P P P
Remote OS Management Standard Tasks

Remote OS Management Standard Services Standard Tasks OS Level Upgrade OS Patch OS Version Upgrade Security Hardening Hostname Change Security Rules Customer Standard Tasks Backup Configuration Immediate Tasks1 Connection Failure CPU Utilization Disk Utilization File System Capacity Internet Failure Memory Utilization Process Down Restore OS Files System Failure System Restart 5 1
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Apply OS patch bundle (Service Pack). Apply single OS level patch.
10 5 15 5 5 5
5 1 5 5 2 1 Y Y
Upgrade OS to newer version. Apply security-hardening updates to OS. Change Hostname of the computer Modify data security rules. Description Configure backups for OS file systems. Description Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate file system capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restore files from OS backups. Investigate OS failure, kernel panic, and system crash. Request to restart OS.
Note: Support of Software Utilities requires a Schedule for Managed IT Services on which Customer is contracting with SunGard for Remote Application Support System Utility Services.
1
For these tasks, SunGard will follow a pre-defined Customer-supplied written procedure. If no procedure is provided, then SunGard will notify the designated Customer contact(s) in accordance with standard SunGard policy, when a designated threshold is exceeded or a failure has been detected.
197
Remote Operating System (OS) Management Advanced Services

SunGards Remote Operating System (OS) Management Advanced Services provide for the day-to-day support of the server OS as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote OS Management Advanced Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote OS Management Advanced Services Responsibilities
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets & installation guides for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Configure hardware RAID for operating system and program files. Perform initial OS installation, configuration & management Software & agents. Also, installation and configuration of management Software & agents. Provide start-up/shutdown documentation for the server. Perform quarterly assessment of vendor recommended Software maintenance updates. Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via SunGards Portal and apply as requested. Notify Customer of vendor recommended Software maintenance & release changes and apply as requested. Provide OS hardening recommendations Define OS hardening requirements Accept OS hardening procedures or provide written authorization to bypass. Maintain control of root/Administrator security password and IDs. Administration of 10 Active Directory and/or LDAP accounts .2 Design and implement OS logical backup procedures. Design and implement OS recovery procedures.
1
P P P P P P P P P P P P P P P P A P P P A A A
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SunGard

Remote OS Management Advanced Services Responsibilities (continued)
Customer
Install anti-virus Software on all managed Windows servers Monitor Customers volumes for disk space thresholds and alert customer Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1 2
A P
Reference the Customer Administrator/Root Access in the Server Services Notes & Limitations section for further information regarding shared access. Administration for more than 10 Active Directory, LDAP, and/or Local accounts by SunGard, requires that Customer must contract for Remote Managed Access Services.
Remote OS Management Advanced Services Tasks

Remote OS Management Advanced Services Standard Tasks File System Copy File System Create File System Move Internet Configuration Monitoring Configuration OS Build OS Configuration OS Level Upgrade OS Patch OS Version Upgrade Security Hardening Security Rules Hostname Change Customer Standard Tasks Backup Configuration 5 1
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Move File systems between partitions or devices. Create File system, partition or volume. Move File systems between partitions or devices. Install DNS, FTP, HTTP, SMTP, Sendmail, etc. Install & configure OS monitoring agent.
5 2 5 10 3 5 5 10 5 15 5 5 5
1 1 1 5 1 2 1 5 1 5 5 1 2 Y Y Y
Initial build of OS on new server or re-build on existing server. Configure OS Parameters, Kernel, Start-Up, Devices, etc. Apply OS patch bundle (Service Pack). Apply single OS level patch. Upgrade OS to newer version. Apply security-hardening updates to OS. Modify data security rules. Change Hostname of the computer Description Configure backups for OS file systems.
199
SunGard
P P P P P
Note: Support of Software Utilities requires a Schedule for Remote Managed IT Services on which Customer is contracting with SunGard for Remote Application Support System Utility Services. Remote OS Management Advanced Services (continued)
Description Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate file system capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restart application. Request to restore files from OS backups. Investigate threshold. swap space utilization exceeding
Remote Operating System (OS) Management Enterprise Services

SunGards Remote Operating System (OS) Management Enterprise Services provide for the day-to-day support of the server OS as identified in the Schedule for Managed IT Services. In order for the Services to be delivered, Customer must a) contract with SunGard for Remote LAN Services (for the physical network) and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) under contract. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote OS Management Enterprise Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote LAN Services (for virtual networks configured within the Server), Remote Operational Support Services and Remote Advanced Monitoring Services Operating System. Please refer to each Service defined herein for additional Service descriptions.
200

Remote OS Management Enterprise Services Responsibilities
Customer SunGard
Provide System Management Requirements Form. Complete System Management Requirements Form. Provision OS Software products from supported vendors. Provide specification sheets & installation guides for Software. Authorize SunGard to install management Software & agents. Allow connectivity to the server from the SunGard management infrastructure. Provide dedicated backup and management network interface cards. Configure hardware RAID for operating system and program files. Perform initial OS installation and configuration. Also, installation and configuration of management Software and agents. Provide start-up/shutdown documentation for the server. Perform quarterly assessment of vendor recommended Software maintenance updates. Perform continuous assessment of vendor recommended critical security patch updates, notify Customer via SunGards Portal and apply as requested. Notify Customer of vendor recommended Software maintenance and release changes and apply as requested. Provide OS hardening recommendations Define OS hardening requirements. Accept OS hardening procedures or provide written authorization to bypass. Maintain control of root security password and IDs.
1
P P P P P P P P P P P P P P P P P A
Remote OS Management Enterprise Services Responsibilities (continued)

Customer SunGard
Administration of 10 Active Directory and/or LDAP accounts Design and implement logical or physical partitions. Design and implement OS logical backup procedures.
A P
P P A P P
Install and maintain Customer-provided and SunGard supported clustering application. Provide support for a flat Active Directory Design and implement OS restoration procedures. Install anti-virus Software on all managed Windows servers Monitor Customers volumes for disk space thresholds and alert customer Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A A P P
A P P P P P
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Reference the Customer Administrator/Root Access in the Server Services Notes & Limitations section for further information regarding shared access. 2 Administration for more than 10 Active Directory, LDAP and/or Local accounts by SunGard requires Remote Managed Access Services. Remote OS Management Enterprise Services Tasks
Remote OS Management Enterprise Services Standard Tasks File System Copy File System Create File System Move Internet Configuration Monitoring Configuration OS Build OS Configuration OS Level Upgrade OS Patch OS Version Upgrade Security Hardening
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Move File systems between partitions or devices. Create File system, partition or volume. Move File systems between partitions or devices. Install DNS, FTP, HTTP, SMTP, Sendmail, etc. Install & configure OS monitoring agent.
5 2 5 10 3 5 5 10 5 15 5
1 1 1 5 1 2 1 5 1 5 5 Y Y
Initial Build of OS on new server or Re-Build on existing server. Configure OS Parameters, Kernel, Start-Up, Devices, etc. Apply OS patch bundle (Service Pack). Apply single OS level patch. Upgrade OS to newer version. Apply security-hardening updates to OS.
Remote OS Management Enterprise Services Tasks (continued)

Remote OS Management Enterprise Services Standard Tasks Security Rules Hostname Change Create Partition Delete Partition Modify Partition Start Partition Stop/Suspend Partition Move Partition (Cold)
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Modify data security rules. Change Hostname of the computer or partition. Create a logical or physical partition on server. Delete a logical or physical partition on server. Modify the configuration of a logical or physical partition. UP a partition on a server.
1 5 10 5 5 1 5 5
1 2 5 1 1 Y Y Y
1 1
DOWN a partition on a server. Move a partition from one cluster to another via file copy and restart procedures.
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Remote OS Management Enterprise Services Standard Tasks Move Partition (Live) Reboot Partition Customer Standard Tasks Backup Configuration 5 1
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Move a live partition from one cluster to another via OS supported methodology. Restart a logical or physical partition Description Configure backups for OS file systems.
5 5
1 1
Please note that any SunGard-provided support of Software Utilities requires a Schedule on which Customer has contracted with SunGard for Remote Application Support - System Utility Services. Remote OS Management Enterprise Services Tasks (continued)
Description Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate Disk utilization exceeding threshold. Investigate File System capacity exceeding threshold. Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate Memory utilization exceeding threshold. Investigate process failure, process down or runaway process. Request to restart application. Request to restore files from OS backups. Investigate threshold. Swap space utilization exceeding
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Remote Server Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software for which Customer has contracted with SunGard for any Server Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the third party maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole recourse for Equipment and Software failure lies with the OEM or maintenance vendor. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Remote OS Management Standard, Advanced and Enterprise Services. OS logs are monitored from the SunGard management fabric for alert and critical level conditions. OS logs are not manually reviewed unless an incident is detected. Failures associated with user written or other Software not under contract with SunGard for Services will be investigated solely to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. Remote Server Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not previously identified in the Standard Tasks for that Service. Non-partitioned servers are only supported by Remote OS Management Standard or Advanced Services, which provides for OS Management of one (1) OS instance. Servers with multiple OS partitions are only supported by Remote OS Management Enterprise Services. In order to effectively manage servers supported by OS Management Enterprise Services, all OS partitions on the server must be managed and separately identified in the Schedule for Remote Managed IT Services to be eligible for Remote OS Management Services. SunGard supports the server class computers from the following manufactures: Dell, HP, IBM and Sun. Due to integrated components within Blade servers, support for Blade servers from the manufacturers listed in the first sentence is on a caseby-case basis.
Licenses
Logs Unsupported Software
Other Services
OS Partitions
Supported Hardware
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Remote Server Services Delivery Notes & Limitations (continued)

Supported Operating Systems SunGard only supports HP-UX, IBM AIX and OS400, Microsoft Windows (server Editions), Red Hat Linux Enterprise Edition, and Sun Solaris (SPARC) Operating Systems that are not End of Life (EOL). Support for OS's that have been recently released or nearing EOL, should be confirmed with the SunGards systems services group. SunGard will allow shared root access or administrator access provided: SunGard maintains control of a root or administrator security password and ID. Customers access is traceable via a SunGard supplied process. For Remote Operating System (OS) Management Enterprise Services only, SunGard supports the following clustering utilities: HP ServiceGuard, IBM HACMP, Microsoft Windows Clustering Services, Sun Cluster, and Veritas Cluster server. Support for clustering utilities that have been recently released or nearing EOL, should be confirmed with SunGards Systems Services group. In order for SunGard to Manage an Active Directory server: There must be two servers dedicated exclusively as Active Directory domain controllers for each domain to be managed. OS Management Advance or Enterprise Services must be contracted for on all Active Directory domain controllers SunGard will manage a one (1) Organizational Unit. SunGard will manage a one (1) custom Group Policy. Customer must provide the design details of all Active Directory components to be managed by SunGard. Administration for more than ten (10) Active Directory accounts or one (1) Organizational Unit by SunGard, requires Managed Access Services.
Customer Administrator/Root Access
Supported Clustering Utilities
Active Directory
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Remote Server Services Delivery Notes & Limitations (continued)

VMware The following apply to VMware ESX Servers. In order to manage VMware ESX servers, SunGard requires that all VMware servers under management be connected to SunGards management infrastructure (with a SunGard Management switch with layer 3 capabilities) and VMware Virtual Center console, which are exclusively accessed by SunGard. o Note: VMware ESX servers are limited to one (1) VMware Virtual Center console connection, therefore a VMware ESX server may not be connected to another VMware Virtual Center console for Customer use. In order to support VMware ESXs VMotion, VMotion DRS and HA options: o A minimum of four (4) 10/100/1000 Ethernet network adapters per server are required; one (1) for Production, one (1) for server-to-server heart beat; one (1) for Data Backup Services; and one (1) for Monitoring and Management. o A Storage Area Network (SAN) is required and must be designed to enable all the VMware ESX servers in a VMotion, VMotion DRS or HA cluster have: o Connectivity to all SAN LUNs (Fibre Channel) used by the virtual machines. o Access to the same physical networks. o Compatible CPUs. If the virtualized environment within a VMware ESX server contains multiple virtual network tiers (ie. Web, Application, Database), a 10/100/1000 Ethernet network adapters will be required for each tier to support Data Backup. The following VMware options are not supported: o Snapshots o Consolidated Backup
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REMOTE APPLICATION SERVICES

SunGard has enhanced the portfolio of available Application Services to include: Managed Citrix Services; Managed Exchange Services; Managed SAP Services and Managed Oracle eBusiness Suite Services. In order to support these Services and simplify the contracting of Application Management Services, SunGard has changed the way Application Services are represented on the Schedule for Managed IT Services and defined within the Services Guide, as described below. Application Services will be represented on the Schedule for Managed IT Services with Application Service Name followed by the underlying Operating System Management Services Name being contracted for by Customer For Example: Remote Managed SAP Services with Operating System Management Advanced Services Remote Managed SAP Services with Operating System Management Enterprise Services
Remote Standard Application Support Database Services

THIS SERVICE HAS BEEN DISCONTINUED. SUNGARD WILL CONTINUE TO SUPPORT STANDARD APPLICATION SUPPORT DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THOSE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO REPLACEMENT SERVICES. SunGards Remote Standard Application Support - Database Services provide for support of the number of DB servers and instances as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for Remote LAN Services and a SunGard provided KVM switch, and b) perform daily backup of the Operating System(s) and DB instances under contract. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Standard Application Support Database Services is a bundled Service, which includes Remote OS Management Standard Services, Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support, Remote Advanced Monitoring Services Operating System and Remote Advanced Monitoring Services Database. Please refer to each Service defined herein for additional Service descriptions.
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Remote Standard Application Support - Database Services Responsibilities
Customer
Provide Database Management Requirements Form. Complete Database Management Requirements Form. Provision licensed Software products from supported vendors. Provision DB Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets and installation guides for DB configuration requirements. Provide verification of Software license and Software maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial DB Software product installations & configurations. Perform assessment of Software maintenance or version updates. Install and configure monitoring agent in accordance with Requirements Form Design and implement DB backup procedures. Design and implement DB recovery procedures. Provide sufficient space and target system downtime for test DB restores. Access to user with full DB rights (SYSDBA, SA) Remote Standard Application Support - Database Services Responsibilities (continued) P P P P P P P P P P P P P
Customer
Manage shared control of DB security privileges. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P
208
SunGard
SunGard
P P A A
A P P P
Remote Standard Application Support - Database Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks DB Software Installation New DB Build New DB Conversion New Build Monitor Setup New Feature Install DB Version Upgrade DB Patch Customer Standard Tasks DB Backup Setup DB Restore (Production) DB Restore (Development / test) Immediate Tasks DB Connection Failure DB Restart DB System Failure
Schedule Required
Remote Standard Application Support Database Services
Description Install DB Software on server Add new DB to server Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature
15 10 15 5 10 15 5
10 5 10 3 5 5 3
Y Y
DB version upgrade, once annual Apply DB patch as recommended by vendor support Description
5 2 5
3 1 3
DB backup setup as outlined in backup procedure Request to restore DB Request to restore DB Description Investigate connectivity failure, inability to access DB or application, or port down. * Request to restart DB. Investigate DB failure, hang or crash. *
*For these tasks, SunGard will follow a pre-defined Customer written procedure. If no procedure is provided, then SunGard will notify the designated Customer contacts when a pre-determined threshold is exceeded or failure has occurred in accordance with standard SunGard policy.
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Remote Advanced Application Support Database Services

THIS SERVICE HAS BEEN DISCONTINUED. THIS SERVICE HAS BEEN REPLACED BY REMOTE MANAGED DATABASE SERVICES. SUNGARD WILL CONTINUE TO SUPPORT REMOTE ADVANCED APPLICATION SUPPORT DATABASE SERVICES ON EXISTING SCHEDULES FOR MANAGED IT SERVICES THROUGH THE REMAINING AGREED TERM OF THE SCHEDULE(S). CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURAGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO THE REPLACEMENT SERVICE. SunGards Remote Advanced Application Support - Database (DB) Services provide for support of the number of database servers and instances as identified in the Schedule for Managed IT Services. In order for the Services to be delivered Customer must a) contract with SunGard for Remote LAN Services and Remote Standard or Advanced Data Backup Services, and b) contract with SunGard for a SunGard provided KVM switch and monitor, The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Advanced Application Support Database Services is a bundled Service, which includes Remote OS Management Advanced Services, Hardware Installation Services, Equipment Management Services, Advanced Monitoring Services Operating System and Advanced Monitoring Services Database. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Advanced Application Support Database Services Responsibilities
Provide Remote Database Management Requirements Form. Complete Remote Database Management Requirements Form. Provision licensed Software products from supported vendors. Provision DB Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets & installation guides for DB configuration requirements. Provide verification of Software license & Software maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial DB Software product installations & configurations. Perform annual assessment of vendor recommended Software release/version updates. Perform continuous assessment of vendor recommended critical security patch updates. Notify Customer of vendor recommended Software patch, maintenance & release changes. P P P P P P P P
210
SunGard
P P P P
Customer
Install and configure monitoring agent based on Requirements Form Design and implement DB backup procedures. Design and implement DB recovery procedures. Manage control of DB security privileges. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P A P
Remote Advanced Application Support Database Services Tasks

Remote Advanced Application Support Database Services Standard Tasks DB Software Installation New Database Build New Database Conversion New Build Monitor Setup New Feature Install DB Configuration Change DB Security DB Storage DB Reorgs DB Copy /Move / Refresh DB Version Upgrade DB Patch DB Restore (Production) DB Restore (Development / test)
Critical LeadTime
Standard Lead-Time
Schedule Required
15 10 15 5 10 3 3 3 5 5 15 5 2 5
10 5 10 3 5 1 1 1 3 3 5 3 1 3
Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature Any DB configuration change & tuning parameter Add / change / delete user role Add / change / delete DB storage Reorganize tables, indexes or tablespaces DB copy / move / refresh between partitions on supported server
DB version upgrade, once annual Apply DB patch as recommended by vendor support Request to restore DB Request to restore DB
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SunGard
Remote Advanced Application Support Database Services Responsibilities (continued)
P A A P P P P

Remote Advanced (continued) Application Support Database Services Tasks
Immediate Tasks DB Connection Failure DB License Failure DB Security Failure DB Monitoring Event DB Restart DB System Failure DB Performance
Description Investigate failure to connect to DB Investigate Software license failure. Investigate security failure, blocked access or system compromised. Investigate threshold alert Request to restart DB. Investigate DB failure, hang or crash. Investigation of performance issues
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Remote Managed Database Services

SunGards Remote Managed Database Services provide for support of the number of DB servers and instances as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Database Services include Remote Advanced Monitoring Services Database and are sold with Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional Service descriptions, as well as the summary table below for an understanding of which features are available depending on the Remote Operating System Management Services selected in conjunction with Remote Managed Database Services.
SUMMARY TABLE Remote Managed Database Services with Operating System Management Advanced Services Remote Managed Database Services with Operating System Management Enterprise Services
PRIMARY ACTIVITIES 24x7 Monitoring Remote Equipment Management Asset Management Online Reports 24x7 Troubleshooting Proactive Patch Management Initial Database Provisioning & Installation Full System and Database Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
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Customer
Remote Managed Database Services Responsibilities
Provide Remote Managed Database Services Requirements Form. Complete Remote Managed Database Services Requirements Form. Size necessary hardware and Software to accommodate Customers database requirements. Provision supported version of database Software from vendor or contract supported version of database Software from SunGards Software Licensing offering. Provision database Software maintenance agreements for 24x7 OEM vendor support.1 Provide letter of agency for database Software maintenance agreements. 1 Provide database Software maintenance agreement change notification. Maintain vendor database Software maintenance contracts. Provide initial database Software installation specifications. Perform initial database Software product installations & configurations as required. Provide Remote Advanced Monitoring Services - Database requirements form. Complete Remote Advanced Monitoring Services - Database Requirements Form. Install and configure database Software monitoring agents based on the Remote Advance Monitoring Services - Database requirements form. Monitor and report on database application with regard to availability. Provide remedial support for database Software related incidents identified through monitoring or as a result of an incident reported by Customer. Perform annual assessment of vendor recommended Software release/version updates (upon customer request). Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply as requested. P
1 1
P P P A
P P P P P A P P A P P P P P
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SunGard
Customer
Remote Managed Database Services Responsibilities (continued)
Notify Customer via SunGards Portal of vendor recommended critical security patch updates and apply as requested. Design and implement database backup procedures. Design and implement database recovery procedures. Maintain sole control of related administrative/service security password and IDs.2 Install and configure Database Clustering on supported Servers. ONLY APPLICABLE WHEN REMOTE DATABASE MANAGEMENT IS DELIVERED IN CONJUNCTION WITH REMOTE OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES. Test and verify connectivity. Startup & shutdown processes as needed with regard to database availability. Configure remote access. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P P
Not applicable if the Customer contracts for Database Software from SunGards Software Licensing Services. In such case, the maintenance support agreement will be managed by SunGard.
2
Reference the Customer Administrator/Root Access in the Server Services Notes & Limitation section for further information regarding shared access.
215
SunGard
P A A P P
P P P P P P
Remote Managed Database Services Tasks

Remote Managed Database Services Standard Tasks DB Software Installation New DB Build New DB Conversion New Build Monitor Setup New Feature Install DB Configuration Change DB Security DB Storage DB Reorgs DB Copy /Move / Refresh DB Upgrade DB Patch New non-standard solutions/applications Customer Standard Tasks DB Backup Setup DB Backup Execution DB Restore (Production) DB Restore (Development / test) Immediate Tasks DB Connection Failure DB License Failure DB Security Failure DB Monitoring Event DB Restart DB System Failure DB Performance 5 3 2 5 3 1 1 3
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Install DB Software on server Add new or reinstall DB to server Migrate / move existing DB to server Monitoring setup for new DB build Install / configure DB component or new feature Any DB configuration change & tuning parameter Add / change / delete user role Add / change / delete DB storage Reorganize tables, indexes or table spaces DB copy / move / refresh between partitions on supported server
15 10 15 5 10 3 3 3 5 5 15 5 15
10 5 10 3 5 1 1 1 3 3 5 3 10
Y Y
Perform Database point release upgrades Apply DB patch as recommended by vendor support Installation and configuration of non-standard solutions and applications Description Configure DB logical backups. Execution of DB backup including exports Request to restore DB Request to restore DB Description Investigate failure to connect to DB Investigate Software license failure. Investigate security failure, blocked access or system compromised. Investigate threshold alert Request to restart DB. Investigate DB failure, hang or crash. Investigation of performance issues
216
Remote Managed Citrix Services

SunGards Remote Managed Citrix Services provide for the support of Citrix Presentation Server as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Remote Managed Citrix Services for Citrix environments consisting of two or less servers, include installation, configuration and management of a Microsoft SQL Server Desktop Engine (MSDE) database on the Citrix server for the Citrix Data Store. For environments with three or more Citrix servers, SunGard requires a separate SQL server database for the Citrix Data Store and licensing data. In order to meet the SQL database requirement, Customer must contract with SunGard for Remote Managed Database Services (Advanced or Enterprise). The SQL Database does not have to be dedicated to the Citrix environment, i.e. it could be a separate instance on an existing Customer database server managed by SunGard. Please note that Remote Managed Citrix Services include (a) Remote Operating System Management Advanced or Enterprises Services and (b) Remote Managed Database Services (applicable to environments with 3 or more Citrix servers). Please refer to the Service defined herein for additional descriptions, as well as the summary table below of Remote Managed Citrix activities.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Equipment Management Physical Server Installation Asset Management Provision and Manage Tape Backup 24x7 Troubleshooting Proactive Patch Management Initial OS & Citrix Provisioning & Installation Full System and Citrix Administration Maintain sole control of related administrative/service security password and IDs Citrix Farm (load balancing and failover) Management
Remote Managed Citrix Services with Remote Operating System Management Advanced or Enterprise Services
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Customer
Remote Managed Citrix Services Responsibilities
Provide Remote Managed Citrix Services Requirements Form. Complete Remote Managed Citrix Services Requirements Form. Size necessary hardware and Software to accommodate Customers Citrix requirements. Perform initial Citrix installation & configuration as required on the hosted Citrix infrastructure. Procure the required number of Microsoft Terminal Services licenses based on the number of concurrent users. Install the Microsoft Terminal Services licenses provided by Customer. Procure the required number of Citrix Concurrent User Connection licenses based on the number of concurrent users. Install the Citrix Concurrent User Connection licenses provided by Customer. Procure and maintain Citrix Subscription Advantage Software maintenance. Procure and maintain vendor contract for Citrix technical support. Provide letter of agency for Citrix maintenance support contract. Procure and install Customer owned Citrix applications. Publish Citrix certified Customer owned applications. Install and configure the database instance for Citrix Data Store. Install Microsoft supplied default print drivers and the current Citrix universal print driver, as requested. Install and support third-party print drivers. Troubleshoot end-user print issues. Provide remedial support for Citrix related incidents identified through monitoring or as a result of an incident reported by Customer. Configuration of Citrix Farms and Sub Farms, including Citrix load balancing and failover parameters. Setup, maintenance and distribution of Citrix Client Software to end-users. Perform annual assessment of vendor recommended Software release/version updates upon request. Provide Customer, via SunGards Portal, with a list of vendor recommended Software maintenance release/version updates and apply as requested. Provide Customer a list of vendor recommended critical security patch updates and apply as requested. End user account administration. Support for remote desktop support and/or roaming profiles. Verification and validation of published applications and desktops. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify Vendor implemented Standard Tasks. Provide support for Immediate Tasks. A P P P P A P P P P P P P A P P P A P
218
SunGard
P A P
P P P
P P
P P P
P P P

Remote Managed Citrix Services Tasks
Standard Tasks Citrix Re-Build Citrix Configuration Changes Publish Application Citrix Patch Citrix Upgrade Citrix Edition Upgrade
Critical Lead Schedule Required
Standard Lead
Remote Managed Citrix Services
Description Re-Build of Citrix server on existing Server. Configure requested changes to Parameters, OS, Start-Up, Devices, etc. Publishing of Citrix Application Apply single Citrix level patch. Perform point release upgrades Presentation Server 4.0 to 4.5). (i.e., Citrix
5 5 5 5 10 15
2 1 2 1 5 5
Y Y
Perform upgrade to new Citrix Edition (i.e., Standard to Enterprise).
Immediate Tasks Connection Failure Process Down Restart Application Security Failure Software License Failure
Description Investigate connectivity failure, inability access OS or application, port down, etc. to
Investigate process failure, process down or runaway process. Request to restart application. Investigate Security failure, revoked blocked access, system compromised. Investigate Software License failure. user,
Remote Managed Exchange Services

SunGards Remote Managed Exchange Services provide for support of the number of Microsoft Exchange servers and mailboxes as identified in the Schedule for Remote Managed IT Services. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Exchange Services include Remote Advanced Monitoring Services Exchange and are available with either Remote Operating System Management Advanced or Enterprise Services. Please refer to each Services Description for additional detail on each Service. The summary table below provides a list of available features depending on the Remote Operating System Management Services selected in conjunction with Managed Exchange Services.
219
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Remote Equipment Management Asset Management Online Reports Provision and Manage Tape Backup 24x7 Troubleshooting Proactive Patch Management Initial OS & Exchange Provisioning & Installation Full System and Exchange Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Remote Managed Exchange Services with Operating System Management Advanced Services
Remote Managed Exchange Services with Operating System Management Enterprise Services
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Customer
Provide Remote Managed Exchange Services Requirements Form. Complete Remote Managed Exchange Services Requirements Form. Size necessary hardware and Software to accommodate Customers Microsoft Exchange requirements. Provision supported version of Exchange Software from vendor or contract for supported version of Exchange Software from SunGards Software Licensing Services offering. Provision Exchange Software maintenance agreements for 24x7 OEM vendor support1. Provide letter of agency for Microsoft Exchange Software maintenance agreement1. Provide Microsoft notification1. Exchange Software maintenance agreement change P P P
P P P P P P A
Maintain vendor Microsoft Exchange Software maintenance contracts1. Provide initial Microsoft Exchange Software installation specifications. Provide detailed information about current email environment configuration including: number of mailboxes, user names, distribution lists, aliases, mailbox size, desktop OS and location. Provide a valid and registered top-level domain name and support for linking MX records and DNS records to the managed servers. Perform initial Microsoft Exchange Software installations & configurations as required. Identifying end user application performance issues related to email delivery, and assist SunGard in identifying and characterizing performance bottlenecks. Set and enforce mailbox size limits per SunGard recommendations. Set and enforce message size limits per SunGard recommendations. Ensure that each desktop accessing the Managed Microsoft Exchange environment is running a supported OS with a supported patch level. Provide SunGard with approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software. Install and manage Customer-provided and SunGard approved Microsoft Exchange server based anti-virus, SPAM and content filtering Software. Provide Microsoft Exchange Software monitoring requirements form. Complete Microsoft Exchange Software monitoring requirements form. Install and configure Microsoft Exchange Software monitoring agents. Monitor and report Microsoft Exchange application for availability. Provide remedial support for Microsoft Exchange related incidents identified through monitoring or as a result of an incident reported by Customer. Perform email user account creation and administrative related tasks.
P P P P P P P P P P A P P A P P
221
SunGard
Remote Managed Exchange Services Responsibilities
Customer
Provide email user technical support services. Responsible for testing and certifying all non-SunGard supported third party vendor patches/updates prior to installation within the Exchange Servers environment. Perform annual assessment of vendor recommended Software release/version updates (upon customer request). Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply as requested. Notify Customer of vendor recommended critical security patch updates and apply as requested. Provide notice within documented lead-times for requested Standard Tasks. Design and implement logical backup & recovery of Software files. Maintain sole control of related administrative/service security password and IDs. 2 Install and configure Exchange clustering on supported Servers. (ONLY APPLICABLE WHEN REMOTE MANAGED EXCHANGE SERVICES IS DELIVERED IN CONJUNCTION WITH REMOTE OPERATING SYSTEM MANAGEMENT ENTERPRISE SERVICES). Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
1
P P A
P A P P P
Not applicable if Customer contracts for Exchange Software from SunGards Software Licensing Services, the maintenance support agreement will be provided and managed by SunGard.
2
Remote Managed Exchange Services Tasks

Remote Managed Exchange Services
Emergency Lead
Standard Lead
Standard Tasks New Feature Install Coordinate DNS Change Create/delete/modifie d Mail Store/storage group
Schedule Required
Description Install / configure Microsoft Exchange
10 5
5 3
component or new feature
Create/delete/modified MX records Create/delete requested Mail Store/storage group as
222
SunGard
Remote Managed Exchange Services Responsibilities (continued)
P P P
P P P
Remote Managed Exchange Services Tasks (continued)

Create/delete/modifie d Mail connector Install SSL Certificate Create/delete/modifie d mail routing parameters Restore Deleted Mailbox from information store
2 2
1 1
Create/delete mail connector Install Customer or SunGard administered and provided SSL Cert
Create/delete/modified mail routing parameters Ability to restore the mailbox is limited to retention period defined by Customer and does not include restoration from tape (Limited to two instances per year before additional fees apply)
2 5
1 3
Microsoft Exchange Software Patch

Immediate Tasks Virus Outbreak Security Breach Software Failure Software License Failure Connection Failure CPU Utilization Disk Utilization File System Capacity Internet Failure Memory Utilization Process Down Restart Application Restore OS Files Security Failure Swap Utilization System Failure System Restart
Apply Microsoft Exchange Software patch as recommended by vendor support

Description Investigate and remediate virus outbreak Investigate and remediate security breach Investigate Software failure or crash. Investigate Software License failure. Investigate connectivity failure, inability to access OS or application, port down, etc. Investigate CPU utilization exceeding threshold. Investigate disk utilization exceeding threshold. Investigate threshold. file system capacity exceeding
Investigate failure of network processes HTTP, FTP, DNS, etc. Investigate memory utilization exceeding threshold. Investigate process runaway process. failure, process down or
Request to restart application. Request to restore files from OS backups. Investigate Security failure, revoked user, blocked access, system compromised, etc. Investigate threshold. Swap space utilization exceeding
Investigate OS failure, kernel panic, and system crash. Restart OS which will not impact availability.
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Remote Application Support - System Utility Services

SunGards Remote Application Support - System Utility Services provide for the dayto-day support of the system Software utilities as identified in the Schedule for Remote Managed IT Services. In order for the Services to be delivered Customer must contract with SunGard for: a) LAN Services; b) Remote OS Management Services; and c) a SunGard provided KVM switch and monitor. Supported applications under System Utility Services include: Microsoft Internet Information Services (IIS) Apache HTTP Server RIM Blackberry Enterprise Server File Transfer Protocol (FTP) Servers that are packaged with the original Operating System release by the vendor. The following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Remote Application Support - System Utility Services Responsibilities
Subscribe with SunGard for Remote OS Management Standard, Advanced or Enterprise Services. Provision Software products from supported vendors. Provision Software maintenance agreements for 24x7 OEM vendor support. Provide specification sheets & installation guides for Software. Provide letter of agency for Software maintenance agreements. Provide maintenance agreement change notification. Maintain vendor maintenance contracts for Software. Perform initial Software installations and configurations as required. Perform annual assessment of vendor recommended Software release/version updates (upon Customer request). Notify Customer via SunGards Portal of vendor recommended Software maintenance release/version updates and apply as requested. Provide hardening requirements as needed. Accept hardening requirements or provide written authorization to bypass. Maintain control of related security password and IDs. Design and implement logical backup and recovery of Software files.
224
SunGard
Customer
Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Management (add/delete/modify) of end-user accounts. Determining requirements & capacity planning. Troubleshoot issues related to server operation. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P P A A A P P P
Remote Application Support - System Utility Services Tasks

Remote Application Support - System Utility Services Standard Tasks Software Configuration Software Install Software Patch Software Upgrade Immediate Tasks Restore Software Files Software Failure Software License Failure
Standard Lead-Time
Critical Lead-Time
Schedule Required
Description Configure Software initialization & tuning parameters. Install Software product. Apply single patch to Software product. Perform point release upgrades. Description Request to restore files from Software backups. Investigate Software failure or crash. Investigate Software failure.
5 5 5 10
1 3 1 5
225
SunGard
Remote Application (continued)
Support
System
Utility
Services
Responsibilities
Remote Managed SAP Services

SunGards Remote Managed SAP Services provide SAP application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Managed SAP Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed SAP Services is contracted for with either Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service defined herein for additional description and requirements, as well as the summary table below for an understanding of which features are available dependent upon the Operating System Management Services selected in conjunction with Remote Managed SAP Services.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Remote Equipment Management Physical Server Installation Asset Management Online Reports 24x7 Troubleshooting Proactive Patch Management Initial OS & SAP Provisioning & Installation Full System and SAP Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Remote Managed SAP Services with Operating System Management Advanced Services
Remote Managed SAP Services with Operating System Management Enterprise Services
226
Customer
Remote Managed SAP Services Responsibilities
Provide Remote Managed SAP Services Requirements Form. Complete Remote Managed SAP Services Management Requirements Form. Provision licensed SAP Software products. Provision SAP Software vendor maintenance agreements. Maintain SAP Software vendor maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide SAP Customer ID to facilitate support access. Provision SAP system hardware. Provision SAP system hardware vendor maintenance agreements. Maintain SAP system hardware vendor maintenance agreements. Initiate support requests for configuration changes, operational tasks and data actions events. Provide and maintain online service system (OSS) connectivity to SAP. Identify key SAP performance indicators and appropriate threshold levels for monitoring and reporting. Document response requirements and escalation paths for various alert types. Monitor and report system performance and trends. Adjust monitoring events and threshold levels as needed. Make recommendations regarding resource consumption and trends. A A A P P P P P P P P P P
227
SunGard
P P P P P P
Remote SAP Management Services Responsibilities (continued)

Customer SunGard
Identify, troubleshoot and resolve system problems. Identify requirements for performance tuning. Propose enhancements to correct performance problems. Conduct system performance tuning. Submit SAP transport change requests. Execute SAP transports. Provide incident resolution related to SAP technical transport issues. Provide incident resolution related to SAP function transport issues. Maintain documentation of all SAP transport changes. Maintain the SAP transport system Maintain documentation of SAP transport procedures. Identify SAP print requirements and driver standards. SAP printer output requests, media handling and port clearing. Set up SAP print queues. Manage SAP print queue interface. Manage SAP print spool. Resolve SAP print spool problems. Create, manage and execute batch job schedule. Monitor for critical batch job completion or failures. Report and escalate critical batch job failures. Define and escalate batch restart rules. Perform batch job restarts. Identify availability and suitability of SAP service packs, primary and secondary SAP application patches. Validate infrastructure, and interoperability compliance for SAP patches. Approve installation of SAP application patches. Install SAP application patches in development and release to Customer for validation. Install SAP application patches in test and release to Customer for validation. Approve SAP application patch promotion to production. Install SAP application patches to production. Document SAP application patch technical changes. Identify and communicate minimum SAP application version upgrade levels for supportability. Identify and communicate desired SAP application version level (functionality upgrades). Validate infrastructure, and interoperability for SAP application version upgrade. P P P A P A A P P P A A P A P A
P P P P P P A P P P A P P P P P P P P P P P P P P
228
Customer
Develop detailed SAP application version upgrade technical project plan. Develop testing plan for SAP application version upgrades. Execute technical SAP application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new SAP application version level. Begin production application administration on new SAP application version level. Document SAP version upgrade technical changes. Maintain Software release levels at least one step below the most current vendor release, or the minimum recommended vendor release level where applicable unless required by Customer for specific technical or functionality reasons. Monitor SAP system data security for violations based on Customer security policies. Report SAP system security violations for monitored activities. Monitor user system activity. Lock and unlock user IDs/sessions, if needed. Manage SAP system security profiles and user IDs. Manage SAP root and system administrator security. Identify data backup and storage requirements. Perform scheduled data backups per schedule. Provide data backup handling, storage coordination and maintain media. Store backed up data in a secure environment. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
A P
P P P P P P P A P A
229
SunGard
Remote SAP Management Services Responsibilities (continued)
P A P A P P P P P P P
Remote Managed SAP Services Tasks

Remote Managed SAP Services
Critical LeadTime
Standard Lead-Time
Standard Tasks SAP transport processing SAP print queue setup Specific job management requests SAP application patches
Description Execute SAP transport request Execute SAP print queue setup Execute job management requests Planning and implementation for SAP primary and secondary application patches. Applied as needed. Planning and implementation for SAP application upgrades. Upgrades are limited to point release upgrades.
1 2 1 5
1 1 1 1
SAP version upgrades Remote Managed SAP Services
120
LeadStandard Lead-Time Critical Time
Immediate Tasks Application connection failure Application license failure Application security failure Application monitoring event Application restart Application performance
Description Investigate failure to connect to application Investigate Software License failure. Investigate security failure, blocked access or system compromised Investigate threshold alert Request to restart application. Investigation of performance issues
230
Remote Managed Oracle E-Business (EBS) Services

SunGards Remote Managed Oracle E-Business (EBS) Suite Services provide Oracle EBS application support for contracted servers. Peripheral device support is provided in accordance with the Service descriptions below. In order for Remote Managed Oracle EBS Services to be delivered, the following responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Oracle E-Business (EBS) Suite Services solids contracted for with Remote Operating System Management Advanced or Enterprise Services. Please refer to each Service section defined herein for additional descriptions and requirements, as well as the summary table below for an understanding of which features are available depending on the Remote Operating System Management Services selected in conjunction with Remote Managed Oracle EBS Services.
SUMMARY TABLE
PRIMARY ACTIVITIES 24x7 Monitoring Remote Equipment Management Physical Server Installation Asset Management Online Reports 24x7 Troubleshooting Proactive Patch Management Initial OS & Oracle EBS Provisioning & Installation Full System and Oracle EBS Administration Maintain sole control of related administrative/service security password and IDs Cluster Management Partition Management
Remote Managed Oracle EBS Services with Operating System Management Advanced Services
Remote Managed Oracle EBS Services with Operating System Management Enterprise Services
231
Customer
Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities
Provide Remote Managed Oracle EBS Services Requirements Form. Complete Remote Managed Oracle EBS Services Requirements Form. Provision licensed Oracle EBS Software products. Provision Oracle EBS Software vendor maintenance agreements. Maintain Oracle EBS Software vendor maintenance agreements. Provide letter of agency for Software maintenance agreements. Provide Oracle EBS Customer ID to facilitate support access. Provision Oracle EBS system hardware. Provision Oracle EBS system hardware vendor maintenance agreements. Maintain Oracle EBS system hardware vendor maintenance agreements. Initiate support requests for configuration changes, operational tasks and data actions events. Provide and maintain Oracle MetaLink online access for Software updates and level-3 vendor support. Identify key Oracle EBS performance indicators and appropriate threshold levels for monitoring and reporting. Document response requirements and escalation paths for various alert types. Monitor and report system performance and trends. Adjust monitoring events and threshold levels as needed. Make recommendations regarding resource consumption and trends. A A A P P P P P P P P P P
232
SunGard
P P P P P P
Customer
Remote Oracle EBS Management Services Responsibilities (continued)
Identify, troubleshoot and resolve system problems. Identify requirements for performance tuning. Propose enhancements to correct performance problems. Conduct system performance tuning. Review and analyze system logs and take corrective action. Identify Oracle EBS print requirements and driver standards. Oracle EBS printer output requests, media handling and port clearing. Set up Oracle EBS print queues. Manage Oracle EBS print queue interface. Manage Oracle EBS print spool. Resolve Oracle EBS print spool problems. Create, manage and execute batch job schedule. Report and escalate critical batch job failures. Define batch restart rules. Perform batch job restarts. Identify availability and suitability of Oracle EBS application updates and patches. Validate infrastructure, and interoperability compliance for Oracle EBS patches. Approve installation of Oracle EBS application patches. Install Oracle EBS application patches in development and release to Customer for validation. Install Oracle EBS application patches in test and release to Customer for validation. Approve Oracle EBS application patch promotion to production. Install Oracle EBS application patches to production. Document Oracle EBS application patch technical changes. Identify and communicate minimum Oracle EBS application version upgrade levels for supportability. Identify and communicate desired Oracle EBS application version level (functionality upgrades). Validate infrastructure, and interoperability for Oracle EBS application version upgrade. P P P P A A A A P P P P A A
233
SunGard
P P P P A P P P P P P P P P P
P P P
Customer
Develop detailed Oracle EBS application version upgrade technical project plan. Develop testing plan for Oracle EBS application version upgrades. Execute technical Oracle EBS application version upgrade to plan through development, test and production stages. Execute validation steps to plan through development, test and production stages for new Oracle EBS application version level. Begin production application administration on new Oracle EBS application version level. Document Oracle EBS version upgrade technical changes. Maintain Software release levels at least one step below the most current vendor release, or the minimum recommended vendor release level where applicable unless required by Customer for specific technical or functionality reasons. Report Oracle EBS system security violations for monitored activities. Monitor user system activity. Lock and unlock application level user IDs/sessions, if needed Lock and unlock database user IDs/sessions, if needed. Manage Oracle EBS system security profiles and user IDs. Manage Oracle EBS root and system administrator security. Identify data backup and storage requirements. Perform scheduled data backups per schedule. Provide data backup handling, storage coordination and maintain media. Store backed up data in a secure environment. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
A P
P P P P P P P P P A P A
234
SunGard
Remote Managed Oracle E-Business (EBS) Suite Services Responsibilities (continued)
P A P A P P P P P
Standard Lead-Time
Remote Oracle EBS Services
Critical LeadTime
Standard Tasks Oracle EBS print queue setup Specific job management requests Oracle EBS application patches Oracle EBS upgrades Remote Oracle EBS Services
Description Execute Oracle EBS print queue setup Execute job management requests Planning and implementation for Oracle EBS primary and secondary application patches. applied as needed. Planning and implementation for Oracle EBS application version upgrades. Upgrades are limited to point release upgrades.
2 1 5
1 1 1
120
Immediate Tasks Application connection failure Application license failure Application security failure Application monitoring event Application restart Application performance
Critical LeadTime
Standard Lead-Time
Description Investigate failure to connect to application Investigate Software license failure. Investigate security failure, blocked access or system compromised Investigate threshold alert Request to restart application. Investigation of performance issues
Remote Application Services Delivery Notes & Limitations

Availability For failures of the Equipment & Software contracted for Remote Application Management Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage vendors in accordance with the terms of the underlying Customer maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for Equipment & Software failure lies with the OEM or maintenance vendor. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware to complete projects or remedy problems. Out of pocket expenses will be charged back to Customer.
Peripherals
235

Licenses Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide Remote Application Services. SunGard will not start an installation until the license(s) can be verified. Database and Microsoft Exchange logs are monitored from the SunGard management fabric for alert and critical level conditions. Database and Microsoft Exchange logs are monitored for certain error context strings and are not manually reviewed unless an incident occurs. Software Utility logs associated with System Utility Services are not monitored and are used for incident resolution only. Failures associated with user written or other Software not supported by the SunGard Services will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, Microsoft Exchange or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with the Customer. SunGard may assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Security services are limited to the security capabilities delivered with the base Software environment. For example maintaining users, groups, and file-system privileges. Remote Standard and Advanced Application Support Database Services and Managed Database Services provide for database management of one (1) DB instance on the server defined in the Schedule for Remote Managed IT Services. If the server supports multiple DB instances, each instance must be separately contracted for with SunGard and identified in the applicable Schedule Installations of SQL Server in a clustered environment will require a separate cluster group for each instance of SQL Server installed in the cluster.
Logs
Unsupported Software
Security Database Instances
SQL Server Clusters
236
Remote Application Services Delivery Notes & Limitations (continued)

Supported Databases SunGard only supports Oracle and Microsoft SQL Database Management Systems (DBMS) that are not End of Life (EOL) and those which are under active support by the respective vendor. Support for DBMS that have been recently released or nearing EOL, should be confirmed with the SunGards Application Services group. Any DB configurations involving RAC, DataGuard (Oracle Standby DB), and SQL Server Log Shipping will require a special Addendum to define Customers unique requirements. Customers will be charged per DB instance in the configuration. In DataGard and log shipping configurations SunGard must manage all instances involved in the configuration. Oracle RAC configurations will typically be charged by the number of DB instances in the configuration plus one additional DB instance. The additional instance charge is due to the complexity of the configuration which involves ASM (Automatic Storage Management) and CRS (Cluster Ready Services). Any configurations using SAN technologies of mirror splitting (ie. BCVs) to refresh or copy data to other DB nodes in the environment. Configurations involving Oracle Replication and SQL server DB mirroring are not supported. SunGard will support the DB management of these DBs; however the configuration, monitoring and support of the data replication will be the responsibility of the Customer. Installations of Oracle Standard Edition. Installations of SQL server on a Domain Controller. OS and DB version combinations not certified by the DB vendor. Microsoft Failover for Oracle Databases.
Database configurations requiring special contract Addendum.
Unsupported Database Configurations
A DB that is part of an SAP application environment can not be managed by SunGard under Standard or Advanced Database Services due to SAP driven restrictions. It requires SAP DBA Manager and the management of the DB cannot be decoupled. SunGard does have a comprehensive SAP offering which includes support and management of the DB as well as other SAP oriented elements.
237

Database Configurations on Virtualized Servers Development and Test Databases Testing Environments Microsoft SQL Clustering on virtualized servers is contrary to Microsoft best practice and is not recommended or supported by SunGard, as it adversely impacts performance. Databases used for testing and development purposes will not be included in Priority 1 escalations during off business hours unless required by the Customer. A testing environment is strongly recommended within Customers configuration in order to be able to successfully test and validate patching and version upgrades. All application testing and validation is the responsibility of the Customer. If a testing environment is not available for SunGard to perform these tasks, Customer acknowledges that the Service Level Commitments in the Remote Managed IT Services Exhibit are not applicable in the event that an upgrade or patch causes an extended DB production outage. Testing environments are also valuable for DB backup validation, which can be done a semi-annual basis if enough storage is available in the testing environment. SunGard will allow shared root access or administrator access provided: SunGard maintains control of a root or administrator security password and ID. Customers access is traceable via a SunGard supplied process. The following apply to Remote Managed Citrix Services. Domain controller o The domain controller can not be installed on the same server as the Citrix application due to security requirements. o Customer is responsible for supplying the required hardware and Software for the domain controller. SunGard recommends multiple (at least two) domain controllers for redundancy. o Customer has the option to contract with SunGard for management of the domain controller under Remote Operating System Management Enterprise Services. SunGard does not support the following types of Citrix accounts: o Anonymous accounts o Shared end-user accounts
Customer Administrator/Root Access
Citrix Management
238

Microsoft Exchange Remote Managed Exchange Services only provides administrative support for Microsoft Exchange email capabilities. Support for public folder, collaboration and interoperability with other applications other than approved Software is not supported. Microsoft Exchange Clustering is only supported in conjunction with Servers that are under contract for Remote Operating System Management Enterprises Services, and requires: a) Customer to manage any SAN associated Microsoft Exchange Clustering - if a SAN is part of the Exchange environment; and b) running a supported version of Windows Server Enterprise Edition. SunGard does not support the following Microsoft Exchange Configurations: Configurations involving server/host based replication Software are not supported, unless the replication Software application is managed by SunGards Remote Server Replication Services. Installations of Microsoft Exchange, whereas Microsoft Exchange and Windows share the same RAID group. Installations of Microsoft Exchange on a Domain Controller. OS and Microsoft Exchange version combinations not certified by the Microsoft. SunGard only supports SunGard approved Microsoft Exchange versions and Antivirus and Anti-spam Software that are not End of Life (EOL) and those which are under active support by the vendor. Support for Software that has been recently released or nearing EOL, should be confirmed with SunGard. SunGard recommends that Customer provide desktop virus protection in real time protection mode with virus definition files updates weekly on every desktop that accesses the hosted environment. SunGard recommends that Customer provides network edge based antivirus, SPAM, and content filtering Software and/or hardware.
Supported Exchange, AntiVirus and AntiSpam Software
239

Application Support System Utility Services (RIM Blackberry Enterprise Server) In support of RIM Blackberry Enterprise Server (BES) in conjunction with Managed Exchange Services SunGard will: o Configure Customer's Exchange environment to help ensure appropriate connectivity and operation of the BES. o Install initial and subsequent BlackBerry device licenses. o Troubleshoot active directory (AD) issues related to BES server where SunGard is supporting/managing the AD environment. o Test connectivity (send/receive messages) using a BlackBerry device configured for use on Customer's network when notified of a suspected server issue. o Monitor following services to confirm BlackBerry application is running. besSysHealthServerInstance besMailServerHealthServerInstance Event Log Monitoring BES Windows services. Blackberry Mobile Data Service is disabled as default, and can be enabled upon request. Software failures: Failures associated with user written or other Software not supported by SunGard will be investigated to the point of determining that the SunGard supported Software is functioning properly. If no defect can be found in the SunGard supported Software (OS, System Utility, SAP application, or DBMS), but user written or other unsupported Software is malfunctioning, the responsibility for related outages as well as resolution is with Customer. SunGard will assist when possible but is not responsible to complete resolution of failures associated with unsupported Software. Database copies: No more than one (1) system copy per supported SAP landscape or EBP environment performed per quarter. Version upgrades: No more than one (1) SAP System ID (SID) or Oracle EBS application instance version upgrade per year per. Where applicable, Application upgrades (same versions) within a single SunGard contracted application environment may be batched as a single Support Request for each category. SunGard will review the number of monthly Support Requests processed at the quarterly service review meeting to determine if the number is within the pre-determined frequency levels as defined in Notes & Limitations. In the event the Support Requests exceed the standard number, the Customer may be required to contract for additional services.
Remote Managed SAP & Oracle EBS Services
240
REMOTE STORAGE SERVICES

Vaulting Services
SunGards Vaulting Services provide for the electronic backup of file systems and DB data as contracted for in the Schedule. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Vaulting Services Responsibilities
Provide Vaulting Environmental Assessment Form. Complete Vaulting Environmental Assessment Form. Identify server/desktop size, data type, location, and OS to be backed up. Provide or contract for Internet access or dedicated connectivity to the vault. Provide Software and agents. Provide vaulting servers and data storage. Provide 24/7 monitoring and support of vault infrastructure. Connectivity to the applicable Recovery Services configuration(s) for Tests or in the event of a Customer Disaster, at the designated SunGard facility. This is only available if Customer contracts for Recovery Services or Restoration Services for Managed IT Services with SunGard. Provide then available backup reports. Perform standard tasks. Installation of CentralControl and agents on all systems/servers from which data will be backed up. 1 Select files for backup. Schedule backup times and frequency. Set retention parameters. 1 Create encryption and security access rights.
1
P P P P P P P
P P P P P
Not applicable if Customer also contracts for Vaulting Services Restoration Support Option
Vaulting Services Standard Tasks

Critical LeadTime
Vaulting Services
Standard Lead-Time
Schedule Required
Description Test connectivity from Customer Facility to the vault.
10
241
SunGard
P P

SunGard shall provide Vaulting Services Restoration Support Option as an add-on service to the Vaulting Services for the number of servers or partitions set forth in the Schedule. In order to contract for Vaulting Services Restoration Support Option, Customer must also contract for Vaulting Services, Server Services and an associated Restoration Services for Managed IT Services Schedule, where SunGard is contracted to provide Customer with restoration of the servers. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer
Vaulting Services Restoration Support Option Responsibilities
Contract for Vaulting Services Provide Vaulting Environmental Assessment Form. Complete Vaulting Environmental Assessment Form. Identify server/desktop size, data type, location, and OS to be backed up. Provide one dedicated port per target system of the specific type as identified by SunGard. 1 Provide administrative level user account on each target system for SunGard use on a permanent basis. Allow connectivity to target system from the SunGard management network. Install and configure vaulting agent Software on Customer server. Provide data backup requirements (file systems, folders, etc.) Develop database backup & restore methodology on target servers2. Provide sufficient disk space and target system downtime for test restore. Investigate backup failures on target servers . Verify backup configuration and perform one initial restoration test to original source server. Schedule daily file system backup, for the retention period as set forth in the Requirements Form. Schedule daily DB backups , for the retention period as set forth in the Requirements Form. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks.
2
3
P P P P P P P P P P P P P P P P P A P
242
SunGard
1 2
One 10/100 Ethernet adapter for server management access.
For databases managed under Managed Database Services, SunGard provides the backup methodology. Available only on servers for which SunGard has immediate access from the SunGard management network. If SunGard is not provided a dedicated NIC for management and administrative access, then SunGard will not be able to troubleshoot backup problems. In such case, assistance will be provided on a commercially reasonable basis.
3
Vaulting Services Restoration Support Option Standard Tasks

Standard Lead-Time Critical Lead-Time
Schedule Required
Description Test connectivity to the vault. Configure backups for user file systems, change existing schedules, and the addition of new file systems. Initiate a restore to a server under contract for Vaulting Services Restoration Option to validate restore capabilities. Disable existing backup schedule. Enable existing backup schedule that has been previously disabled.
10
Configure Backups
10
Test Restore Disable Schedule Enable Schedule Install Backups Immediate Tasks Backup Failure Restore Files
10 5 5 10
5 1 1 5 Y
Add server to backup infrastructure. Description Investigate & attempt to resolve backup failures. Request to restore files from user file system backups.
243

Vaulting Services Data storage The data resides on a redundant disk configuration (RAID Level 5) in the vault. The vault resides in the Designated SunGard Facility. Retention Customer must establish its retention policy via the Vaulting scheduling Services Software. The InfoStage DirectorTM maintains the first generation of any backup on a RAID disk array. The server will always maintain at least one generation of a backup online regardless of the retention settings of the agent. Customer must contact SunGard to request purging of out-dated or un-used backup safe sets. Vaulting Services Restoration Support Option Database Unless Customer contracts for Remote Managed Database Services, Backup Customer is responsible for database backup methodology. SunGard can support the following options: Customer extracts DB to a flat file for standard file-system backup processing. Customer contracts for additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported DB products at the DB Software vendors current supported release levels. Unless Customer contracts for Remote Managed Citrix, Exchange, SAP or Oracle E-Business Suite Services, Customer is responsible for application backup methodology. SunGard can support the following options: Customer extracts application data to a flat file for standard filesystem backup processing. If available, Customer implements additional backup agent capabilities to include enhanced agent functionality. For this option, Customer must be running SunGard supported application products at the application Software vendors current supported release levels. Vaulting Services Restoration Support Option support for Microsoft Exchange only backs up the mail store. Mailbox level backup and restoration is not supported. SunGards standard daily backup window begins at 6PM local time and ends at 6AM local time the following day. Backup times will be affected by the quantity and type of data to be vaulted. If the vaulting window is not sufficient for Customer application availability, a customized solution may be required. The effort to engineer and implement a customized solution will require an additional Schedule for Remote Managed IT Services.
Citrix, Exchange, SAP and Oracle EBusiness Suite Backup
244

VMware Backup The following apply to VMware ESX Servers: If the virtualized network environment contains multiple network tiers, an additional Ethernet network adaptor will be required for each tier. VMware Virtual Machines and VMware ESX host system will be treated as separate physical servers with regard to Vaulting Services Restoration Support Option and must be accounted for in the Schedule to be eligible for Vaulting Services Restoration Support Option. The ESX Server host system will be vaulted for restoration of the VMware ESX Operating System only. Virtual Machine configuration files (VMX files) are included with the VMware ESX host system backup and restoration process; however, hot backups of virtual disk files (VMDK files) are not supported. Customers are required to contract with SunGard for a Vaulting agent for each server for which Vaulting Services Restoration Support Option are contracted for with SunGard. SunGard only supports back up of data this is local to the server under contract for the Vaulting Services Restoration Support Option.
Local Host
245
REMOTE NETWORK SERVICES

Remote LAN Services
SunGards Remote LAN Services provide for the day-to-day support of the LAN devices as set forth in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote LAN Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services Device. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote LAN Services Responsibilities
Select Equipment from supported vendors and models. Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide LAN devices configuration change requirements. Implement LAN devices configuration changes per Customer requirements. Maintain exclusive control of security password and IDs. Monitor and notify Customer of LAN device availability. Provide proactive response to LAN device availability alert. Resolve reported or detected LAN device failures. Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
246
SunGard
LAN Services Tasks

Critical LeadTime
Remote LAN Services

Standard Lead-Time
Standard Tasks LAN Device Patch LAN Device Implementation LAN Device Port Configuration LAN Device Information Immediate Tasks LAN Device Failure LAN Device Restart LAN Device Performance
1
1
Schedule
Description Apply single LAN device IOS patch.
10 10 3 5
5 5 1 5 Y
Initial installation & configuration of new LAN device. Enable ports, disable ports, or make configuration changes as requested by Customer. Request for hardcopy of configuration information. Description Investigate failed or crashed LAN device. Request to restart or reboot a LAN device. Request to investigate LAN device performance issues.
Not applicable if restart or reboot of LAN Device can not be performed remotely.
247
Remote Managed Load Balancing Services

SunGards Remote Managed Load Balancing Services provide for day-to-day support of the Load Balancing devices as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Load Balancing Services are a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Managed Load Balancing Services Responsibilities
Select Equipment from supported vendors and models. Provide initial network configuration requirements. Configure Load Balancer (See standard configuration features matrix below) Provide and maintain current licensing of SSL certificates. Install Customer provided SSL certificates. Implement initial network configuration per Customer-defined requirements. Provide Load Balancer configuration change requirements. Implement Load Balancer configuration changes per Customer requirements. Provide backup and restore services for configuration Maintain exclusive control of security password and IDs. Monitor and notify Customer of Load Balancer availability (alert when Load Balancer unavailable). Provide proactive response to Load Balancer availability alert. Resolve reported or detected Load Balancer failures. Monitor critical patch alerts and provide recommendations to Customer. Deliver critical patch alerts as necessary. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P P P P P P P P P A A P P A P P P P P
248
SunGard
Remote Managed Load Balancing Services Tasks

Critical LeadTime
Standard Lead-Time
Remote Managed Load Balancing Services
Standard Tasks LB Patch LB Implementation LB SSL Card LB Routine Configuration Change LB Information Immediate Tasks LB Failure LB Restart2 LB Performance
1
1
Schedule
Description Apply single Load Balancer OS patch. Initial configuration of new load-balancer. Add SSL card to load-balancer. Add, Update, or Remove URL and/or server. Request for hardcopy of configuration information. Description Investigate failed or crashed load balancer. Request to restart or reboot a load balancer. Request to investigate load balancer performance issues.
10 10 10 3 5
5 5 5 1 5 Y
Non-standard configuration changes (i.e. changes that require development of custom scripts or advanced iRules configurations) may require an additional Schedule for Remote Managed IT Services which may result in additional fees.
2
Not applicable if restart or reboot of Load Balancer can not be performed remotely.
Managed Load Balancing Configuration Features Any configuration task not specified in the table below as a standard configuration feature or is considered a non-standard configuration feature and as such will require an additional Schedule for Remote Managed IT Services and may result in additional fees.
249
Standard Configuration Features Remote Managed Load Balancing Services

Load Balancing Methods Round Robin (Default) Ratio Fastest Least Connections Observed Predictive Description
Passes each new connection request to the next server in line, eventually distributing connections evenly across the array of machines being load balanced Distributes connections among machines according to ratio weights that you define Passes a new connection based on the fastest response of all currently active nodes Passes a new connection to the node that has the least number of current connections Uses a combination of the logic used in the Least Connections and Fastest modes Nodes are rated according to a combination of the number of current connections and the response time. The system analyzes the trend of the ranking over time, determining whether a nodes performance is currently improving or declining. Description Checks the status of a node, using ICMP Checks the status of a node, using TCP Verifies TCP service by attempting to receive specific content from a node Verifies HTTP service by attempting to receive specific content from a web page Verifies HTTPS service by attempting to receive specific content from an SSL web page Description Determines whether a client or server can trust a certificate that is presented by a peer (that is, a client or a server). Must install key/certificate pair. Off-loads work from target web servers, the F5 decrypts incoming client requests. Can re-encrypt a request before forwarding it on to a server. Must install key/certificate pair. Description IRULE that will send an HTTP redirect for all incoming traffic to a VIP. All traffic will be redirected to the same URI, but a different port. IRULE that will query the requested URI for specific content and then direct the traffic to a specific load balancing pool or node based on matching criteria. Description Cookie persistence uses an HTTP cookie stored on a clients computer to allow the client to reconnect to the same server previously visited at a web site Directs session requests to the same server based on the source IP address of a packet Tracks non-terminated SSL sessions, using the SSL session ID
Content Monitoring ICMP TCP Echo TCP HTTP HTTPS SSL Processing Certificate verification Encryption and decryption IRULES HTTP to HTTP Redirect, Port Redirect Query URI content to select a pool or node Persistence Types Cookie Persistence Source address affinity persistence SSL persistence
250
Non-standard Configuration Features Remote Managed Load Balancing Services

Advanced Features Packet Filters Description Packet filters enforce an access policy on incoming traffic. Criteria Source IP, Destination IP, Destination Port. Note: This feature is limited to directly connected networks. Allows you to use a remote system to authenticate or authorize application requests that pass through the LTM system. Description Can check to see if a certificate being presented by a client or server has been revoked. Uses either Certificate revocation lists (CRLs) or Online Certificate Status Protocol (OCSP). Once the SSL profile has verified that a client or server can be trusted, the LTM system can then control the connections level and type of access to the destination content. Uses external authorization or IRULES. Description Any IRULE not classified as a Standard IRULE (see above) Description Attempts to download a specific file to the /var/tmp directory on an F5. Once downloaded successfully, the file is not saved. Attempts to open a specified mail folder on a server. Similar to the pop3 monitor. Attempts to authenticate the specified user Performs an Oracle login to a service Attempts to log on as the specified user, and log off Attempting to authenticate the specified user Issues standard SMTP commands Attempting to send UDP packets to a pool, pool member, or node and receiving a reply Description Allows you to create a persistence hash based on an existing iRule Tracks sessions between clients and servers running the RDP service
Authenticating Application Traffic SSL Processing Certificate revocation Authorization
IRULES Advanced IRULES Content Monitoring FTP IMAP LDAP Oracle POP3 Radius SMTP UDP Persistence Types Hash persistence Microsoft Remote Desktop Protocol persistence
251
Remote Managed Customer Premise Equipment (CPE) Services

SunGards Remote Managed CPE Services provide for support of the network termination Equipment located at the Customer Facility and/or at the Designated SunGard Facility as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Customer Premise Equipment Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Advanced Monitoring Services Device. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Managed CPE Services Responsibilities
Provision SunGard-provided Equipment. Provide SunGard with specification sheets & installation guides for Customerprovided Equipment. Relinquish control of security password and IDs for Customer-provided Equipment to SunGard. Maintain exclusive control of security password and IDs. Provide access to Customer premise when requested. Provide Software configuration backup. Monitor necessary microcode, firmware or critical patch alerts. Notify Customer of recommended microcode, firmware or critical patch changes. Monitor Equipment availability. Resolve reported or detected Equipment failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P P P
252
SunGard
P P P P P P P P P
Remote Managed CPE Services

Critical LeadTime
Standard Lead-Time
Remote Managed CPE Services
Standard Tasks Router Implementation Router OS Patch Router OS Version Router Configuration Router Upgrade Router Information CSU Implementation CSU Configuration CSU Upgrade Immediate Tasks Connectivity Failure Router Failure Router Restart* Router Performance CSU Failure CSU Restart
Schedule
Description Initial installation and configuration of new router. Apply single router OS patch. Upgrade router OS to latest version. Add routes, access list updates, etc.
10 10 10 5 10 5 10 10 10
5 5 5 1 5 5 5 5 5
Upgrade router hardware. Request for hardcopy of configuration information. Initial installation & configuration of new CSU/DSU. Configure CSU/DSU parameters. Upgrade CSU/DSU hardware. Description Request to investigate failed connectivity. Request to investigate failed or crashed router. Request to restart or reboot a router. Request to investigate router performance issues. Request to investigate failed or crashed CSU/DSU. Request to restart or reboot a CSU/DSU.
* Not applicable if restart or reboot of termination Equipment (ie. Router or CSU/DSU) can not be performed remotely.
253
Remote Network Services Delivery Notes & Limitations

Equipment Availability SunGard does not guarantee network device failure Time To Fix. SunGard will engage and manage vendors in accordance with Customers maintenance agreement on the affected network Equipment. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for device failures lies with the device vendor. Customer-provided Equipment must meet SunGard requirements for approved vendor and model, approved support and maintenance contracts, and proper OS and management Software license agreements as confirmed by SunGards Equipment certification process prior to implementation of the solution. Customer administrative access to SunGard managed network devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data.
Approved Equipment
Customer Access
254
REMOTE SECURITY SERVICES

Remote Managed Firewall Services
SunGards Remote Managed Firewall Services provide for the day-to-day support of the Firewall as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Firewall Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote LAN Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Services descriptions.
Customer
Remote Managed Firewall Services Responsibilities
Select Equipment from SunGard supported vendors and models Provide add-ons required for management of Customer-provided Equipment. Provide initial network configuration requirements. Implement initial requirements. network configuration in accordance with Customer
P P P P P P P P P P P A A P P P P P P A P P
Provide Firewall Policy Requirements Form. Complete Firewall Policy Requirements Form. Implement Firewall policy changes in accordance with completed Customer Firewall Policy Requirements Form. Backup and restore firewall rule sets. Maintain exclusive control of root security password and IDs. Monitor and notify Customer of Firewall availability. Provide proactive response to Firewall availability alert. Resolve reported or detected Firewall failures. Monitor critical patch alerts and provide recommendations to Customer. Implement Firewall policy changes per Customer requirements from SunGards Portal. Delivery of critical security patches as necessary. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
255
SunGard
Remote Managed Firewall Services Tasks

Critical LeadTime
Standard Lead-Time
Standard Tasks FW Implementation FW Policy Update FW Removal FW Upgrade FW Provide Policy VPN Add Customer VPN Add Site-to-Site VPN Remove Customer VPN Remove Site-toSite VPN Update Customer VPN Customer Logs VPN Update Site-toSite Immediate Tasks FW Failure FW Restart* FW Performance
Schedule
Remote Managed Firewall (FW) Services
Description Initial installation & configuration of new FW. Request to update security policy rules. 1 Remove existing FW. Upgrade FW OS to newer version. Request to provide copy of FW policy.
10 3 10 10 3 1 10 1 5 1 2 10
5 1 5 1
Y 5 Y
Add a Customer based VPN connection.2 Add a site-to-site VPN between 2 FWs. Remove a Customer based VPN connection.
Remove a site-to-site VPN. Update a Customer based VPN connection. 2 Days activity via SunGards Portal with 30 day archive
Update a site-to-site VPN. Description Investigate failed or crashed FW. Request to restart or reboot a FW. Request to investigate FW performance issues.
*Not applicable if restart or reboot of Firewall can not be performed remotely.
256
Remote Managed Network Intrusion Detection Services (NIDS)

SunGards Remote Managed Network Intrusion Detection Services (NIDS) provide for monitoring and response to intrusion events detected by network based intrusion detection systems as contracted for in the Schedule for Remote Managed IT Services. Delivery of these Services may require deployment of one or more Network Security Appliance(s) (NSA) within Customers network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services. Please note that Remote Managed Network Intrusion Detection Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Managed NIDS Responsibilities
Provide IDS Requirements Form. Complete IDS Requirements Form. Conduct IDS solution review meeting. Provide for one Ethernet port connection to each identified network segment. Provision NSA Equipment & Software to be deployed as part of the Services. Configure and activate NSA for identified network segments in accordance with completed IDS Requirements Form. Coordinate fine-tuning of attack policy (duration not to exceed 30 days). Establish Customer Portal access. Log detected Minor and Major events on Portal. Notify Customer of Major events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize the Services. Apply new attack signatures when available. Monitor availability of NSA and respond to detected failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A A P A P
257
SunGard
Remote Managed NIDS Tasks

Critical LeadTime
Standard Lead-Time
Remote Managed NIDS
Standard Tasks IDS Custom Pattern IDS Reporting and Custom Analysis IDS Install Immediate Tasks IDS Major Alert IDS Minor Alert IDS Failure NSA Restart*
Schedule
Description Create a customized attack pattern. Basic analysis and reporting on IDS activity. Initial installation & configuration of IDS solution. Description Investigate IDS Major event.
30 20 20 15
Y Y Y
Investigate IDS Minor event. Investigate failed IDS component. Request to restart or reboot a NSA.
* Not applicable if restart or reboot of NSA can not be performed remotely.
258
Remote Managed Host Intrusion Detection Services (HIDS)

SunGards Remote Managed Host Intrusion Detection Services (HIDS) provide for monitoring and response to intrusion events detected by host based intrusion detection Software as contracted for in the Schedule for Remote Managed IT Services. Delivery of the Services requires deployment of Software onto Customers systems. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from delivering the Services.
Customer SunGard
Remote Managed HIDS Responsibilities
Provide HIDS Requirements Form. Complete HIDS Requirements Form. Conduct HIDS solution review meeting. Install host based intrusion sensor Software in accordance with completed HIDS Requirements Form.* Coordinate fine-tuning of attack policy (30 days). Establish Customer Portal access. Log detected Minor and Major Events on SunGards Portal. (2 days data via SunGards Portal and 30 days archived data.) Notify Customer of Major Events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize the Services. Apply new attack signatures when available. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P A P
P P P P P P P P P P P P
Installed by SunGard when the server is under contract with SunGard for OS Management Services, otherwise installed by Customer.
*
Installed by SunGard when the server is under contract with SunGard for Remote OS Management Services, otherwise installed by Customer.
259
Remote Managed HIDS Tasks

Critical LeadTime
Standard Lead-Time
Remote Managed HIDS
Standard Tasks HIDS Custom Policy HIDS Reporting Analysis HIDS Install Immediate Tasks IDS Major Alert IDS Failure IDS Minor Alert and
Schedule Required
Description Create a customized attack policy. Basic analysis and reporting on IDS activity Initial installation and configuration of IDS solution. Description Investigate IDS Major event. Investigate failed IDS component.
30 60 20 15
Y Y Y
Investigate IDS Minor event.
260
Remote Managed Intrusion Prevention Services (IPS)

SunGards Remote Managed Intrusion Prevention Services (IPS) provide for the monitoring, traffic filtering, and response to intrusion events detected by network based intrusion prevention systems as contracted for in the Schedule for Remote Managed IT Services. Delivery of the Services may require deployment of one or more Network Security Appliance (NSA) within Customers network. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Managed Intrusion Prevention Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Managed IPS Responsibilities
Provide IPS Requirements Form. Complete IPS Requirements Form. Conduct IPS solution review meeting. Provide one Ethernet port connection to each identified network segment. Provision NSA Equipment and Software to be deployed as part of the Services. Configure and activate NSA for identified network segments in accordance with completed IPS Requirements Form. Coordinate fine-tuning of attack policy (duration not to exceed 30 days). Establish Customer Portal access. Log detected Minor and Major Events on portal. (2 days data via SunGards Portal and 30 days archived.) Automate filtering of high risk attacks as configured on the NSA Notify Customer of Major Events, including description, analysis and suggested remediation. Provide on-going fine-tuning of attack signatures to optimize Services. Apply new attack signatures when available. Monitor availability of NSA and respond to detected failures. Provide notice within documented Lead-Times for requested Standard Tasks. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P A A P A P
261
SunGard
P P P P P P P P P P P P P P P
Remote Managed IPS Tasks

Remote Managed IPS
Standard Tasks IPS Custom Signature IPS Reporting Analysis IPS Install Immediate Tasks IPS Major Alert IPS Minor Alert IPS Failure NSA Restart* and
Schedule
Description Create a customized attack policy. Basic analysis and reporting on IPS activity Initial installation & configuration of IPS solution. Description Investigate IPS Major event.
30 60 20 15
Y Y Y
Investigate IPS Minor event. Investigate failed IPS component. Request to restart or reboot a NSA.
* Not applicable if restart or reboot of NSA can not be performed remotely.
262
Remote Managed Vulnerability Protection Services (VPS)

SunGards Remote Managed Vulnerability Protection Services (VPS) provide customized, recurring vulnerability scanning of external network, application and remote access devices that enable Customers to proactively identify and remediate high-risk vulnerabilities before they can be exploited as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.
Remote Managed VPS Responsibilities
Customer SunGard
Provide VPS Requirements Form. Complete VPS Requirements Form. Conduct VPS solution review meeting. Coordinate fine-tuning of attack policy (30 days) in accordance with completed VPS Requirements Form. Establish Customer Portal access. Log reports on SunGards Portal. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks. A P P A A
P P P P P P P P
Remote Managed Vulnerability Protection Services Tasks

Remote Managed Vulnerability Protection Services
LeadStandard Time
Critical LeadTime
Standard Tasks Launch Scan Vulnerability Report Analysis
Schedule Required
Description Create a customized attack policy. Basic analysis and reporting on VPS activity. Initial installation & configuration of scanner. Description Deliver report via SunGards Portal.
20 20 20 15
Y Y Y
Scanner Install Immediate Tasks Report
263
Remote Managed Digital Certificate Services

SunGards Remote Managed Digital Certificate Services provide a Secure Sockets Layer (SSL) certificate to protect Customers web site, Intranets and E-commerce SSL capable systems as set forth on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Remote Managed Digital Certificate Services Responsibilities
Customer SunGard
Provide Managed Digital Certificate Requirements Form. Complete Managed Digital Certificate Requirements Form. Contract for or provide Internet connectivity Generate Certificate Signing Request (CSR) Provide SSL Certificate Install SSL Certificate1 Maintain SSL Certificate password Perform requested Standard Tasks.
1
P P P P P P P P
If SSL device is managed by SunGard, SunGard will generate CSR and install the SSL Certificate. Remote Managed Digital Certificate Services Tasks
Remote Managed Digital Certificate Services
LeadStandard Time
Critical LeadTime
Standard Tasks Renew SSL Certificate Request additional SSL Certificate
Schedule Required
Description Renew SSL Certificate New SSL Certificate
20 5
5 5
Y Y
264
Remote Managed Access Services

SunGards Remote Managed Access Services provide support and administration of hosted and remote Customer access environments (Active Directory & LDAP). The Services include account administration and security access control for the number of users as set forth on the Schedule for Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Remote Managed Access Services Responsibilities
Customer SunGard
Contract for Remote OS Management Advanced or Enterprise Services Provide initial network configuration requirements. Implement initial network configuration per Customer requirements. Provide Managed Access Services Policy Requirements Form. Complete Managed Access Services Policy Requirements Form. Implement Managed Access Services policy changes per Customer requirements. Maintain control of passwords and IDs. Monitor and notify Customer of Managed Access Services availability. Provide proactive response to Managed Access Services availability alert. Resolve reported or detected Managed Access Services failures. Monitor critical patch alerts and provide recommendations to Customer. Provide notice within documented lead-times for requested Standard Tasks. Perform requested Standard Tasks. Test & verify SunGard implemented Standard Tasks. Provide support for Immediate Tasks.
P P P P P P P P P A P P A P P P P
265
Remote Managed Access Services Tasks

Remote Managed Access Services
Critical LeadTime
Standard Lead-Time
Standard Tasks Implementation Patch Policy Update Removal OS Upgrade Provide Policy Add User Remove Customer Update Customer Immediate Tasks Failure Restart Performance
Schedule Required
Description Initial installation & configuration of new Managed Access Service instance(s). Apply single OS patch. Request to update security policy rules. Remove existing Managed Access Service instance(s).
10 10 3 10 10 3 1 1 1
5 5 1 5 1
Upgrade OS to newer version. Request to provide copy of Managed Access Services policy.
Add a user. Remove a user. Update a user. Description Investigate failed or crashed Managed Access Services instance(s). Request to restart or reboot a Managed Access Service instance(s). Request to investigate Managed Access Service performance issue(s).
266
Remote Security Services Delivery Notes & Limitations

Equipment Availability SunGard does not guarantee device failure Time To Fix with regard to any Security Services. SunGard will engage and manage vendors in accordance with the terms of the underlying maintenance agreement. Customer acknowledges that SunGard is not responsible for vendor failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for the effect of device failures is with the device vendor. SunGard applies policy changes in accordance with Customers written instructions as set for on the Firewall Policy Form. If Customer provided instructions result in a service outage, such downtime will not be counted against any Service Level commitment. SunGard can provide Customer with access to 2 days of online data and 90 days of archived log data via SunGards Portal for Firewall and IDS services. Intrusion Detection Services cannot prevent attacks; only provide notice that a potential attack condition exists. SunGards response is limited to Customer notification. Intrusion Prevention Systems can block attacks based on pre-selected criteria. Any traffic that meets the customized attack criteria will be dropped and Customer notification will occur. SunGard is not responsible for Customer traffic that is filtered by the NSA. Customer administrative access to SunGard managed Security Services devices is not permitted. Customer may request a hardcopy or electronic copy of device configuration data. To generate a CSR for Remote Managed Digital Certificate Services, Customer will need to create a key pair for Customer provided SSL capable device. These two items are a digital certificate key pair and cannot be separated. If Customer loses public/private key file or password and generate a new one, the SSL Certificate will no longer match resulting in the need for a new SSL Certificate. Request for a new SSL Certificate may be charged. Remote Managed Digital Certificate Services SSL certificates can not be used on more than one physical server or device at a time, unless contracted for accordingly. When private keys are moved among SSL devices (Servers or SSL Accelerators) accountability and control decreases, and auditing becomes more complex. Sharing certificates on SSL devices is unsupported by SunGard and may compromise your security posture, as well as complicate the tracing of a security breach.
Policy Changes Logs IDS Attack Response IPS Attack Response Customer Access Certificate Signing Request (CSR)
SSL Certificate use
267
REMOTE MONITORING SERVICES

Remote Standard Monitoring Services
SunGards Remote Standard Monitoring Services provides up/down status for IPnetwork attached devices using standard Internet protocols. Devices must be network accessible to the SunGard management fabric. Remote Standard Monitoring Services are available for the number and type of devices as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored devices and events. Table of Standard Events
Device ICMP capable devices Non-ICMP capable devices Event ICMP Poll Negative Response. SNMP Poll Negative Response from device exclusive of SNMP traps. Frequency 5 Minutes 5 Minutes
The following table defines SunGards response to each type of event.

Event o o ICMP Poll Negative Response SNMP Poll Negative Response Response o o Open Critical Incident Notify Customer
The following responsibilities are defined for Remote Standard Monitoring Services.
Customer
Remote Standard Monitoring Services Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (as applicable). Permit unused network device interfaces to be configured as administratively down. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Monitor ports identified in the Monitoring Requirements Form (only one IP address included for each device to be monitored). Notify Customer of detected alerts. Notify SunGard of device address changes.
P P P P P P P P
268
SunGard
Remote Advanced Monitoring Services Operating System

SunGards Remote Advanced Monitoring Services Operating System detects system level events that indicate immediate or potential failures. Remote Advanced Monitoring Services Operating System are available for the number of servers as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following Table of Standard Events defines the monitored events and the method of detection. Table of Standard Events
Event System Availability Process Availability System Log (Unix) CPU Utilization Memory Utilization Paging Space Utilization File System Utilization Detection Response to ICMP Poll on management IP address Process up/down status (up to five named processes) Critical Level Kernel Messages Sustained Threshold Sustained Threshold Sustained Threshold Sustained Threshold (up to five file systems)
The following Table defines SunGards response to each type of event.

Event o o o o o o o System Availability Process Availability System Log CPU Utilization Memory Utilization Paging Space Utilization File System Utilization Response o o o o o o Open Critical Incident Notify Customer Begin Server Incident Resolution1 Open Major Incident Notify Customer Investigate Incident & Determine Action Plan*
Only available if Customer contracts with SunGard for Remote Operating System Management.
1
269
The following responsibilities are defined for Remote Advanced Monitoring Services Operating System Services.
Customer
Remote Advanced Monitoring Services Operating System Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (same NIC can be used for monitoring and management services). Provide System Monitoring Requirements Form. Complete System Monitoring Requirements Form. As necessary, license hardware monitoring agents. Install & configure platform and hardware monitoring agents. Monitor availability & thresholds identified by System Monitoring Requirements Form. Notify Customer of detected alerts in accordance with the System Monitoring Form. Provide monthly availability and threshold report via SunGards Portal.
P P P P P P P P P
270
SunGard
Remote Advanced Monitoring Services - Database

SunGards Remote Advanced Monitoring Services Database detect database events that indicate immediate or potential failures. Remote Advanced Monitoring Services Database are available for the number of servers and the number of database instances as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. Table of Standard Events
Event Database Availability Database Error Archive Log Table Space Utilization Table Extent Utilization Detection Database up/down Status Database Logs Critical Error Archive Log Unavailable Threshold Threshold

Event o Database Availability Response o o o o o o o Database Error Archive Log Table Space Utilization Table Extent Utilization o o o Open Critical Incident Ticket Notify Customer
Begin Database Incident Resolution
Open Major Incident Ticket Notify Customer Investigate Database Incident & Determine Action Plan
**
Only if the Database application is under contract with SunGard for Remote Managed Database Services.
271

The following responsibilities are defined for Remote Advanced Monitoring Services Database Services.
Customer
Remote Advanced Monitoring Services Database Responsibilities
Subscribe to Advanced Monitoring Services Operating System or other Service offerings which include Advanced Monitoring Services Operating System. Provide Database Monitoring Requirements Form. Complete Database Monitoring Requirements Form. Install and configure DB monitoring agents. Monitor availability and thresholds identified on the completed Database Monitoring Form. Notify Customer of detected alerts based on requirements in the Database Monitoring Form. If Customer contracts for Advanced Application Support Database, the Services include SunGard using commercially reasonable efforts to resolve detected DB issues.
P P P P P P P
272
SunGard
Remote Advanced Monitoring Services - Exchange

SunGards Remote Advanced Monitoring Services Exchange detect Microsoft Exchange events that indicate immediate or potential failures. Remote Advanced Monitoring Services Exchange are available for the number of servers and the number of Exchange instances as contracted for on the Schedule for Remote Managed IT Services. The following table of Standard Events defines the events which will be monitored by SunGard and the specific method of detection. In order for the Services to be delivered the responsibility matrix set forth below must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Table of Standard Events
Event Exchange Availability Exchange Error Archive Log Mail Store Utilization Detection Exchange Up/Down Status Exchange Logs Critical Error Archive Log Unavailable Threshold

Event o Exchange Availability Response o o o o o o Open Critical Incident Notify Customer Begin Exchange Incident Resolution1 Open Major Incident Notify Customer Investigate Exchange Incident & Determine Action Plan
o o o
Exchange Error Archive Log Mail Store Utilization
Only if the Exchange application is under contract with SunGard for Remote Managed Exchange Services.
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Remote Advanced Monitoring Services- Web

SunGards Remote Advanced Monitoring Services - Web detect up/down status for Customer provided URL addresses and TCP ports. Devices must be network accessible to the SunGard management fabric in order for SunGard to provide the Service to Customer. Remote Advanced Monitoring Services - Web are available for the number of URLs as contracted for on the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events
Device Process Availability Event Customer specified web server specific processes (i.e. DLLhost, InetInfo and www.service). Critical Level System Web Server Log Messages Sustained Threshold Sustained Threshold TCP Poll Negative Response o o o o HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes Other Than: 200, 301, 302. Frequency N/A
System Log User Connections Server Connections TCP Ports URL
N/A N/A N/A 5 Minutes 5 Minutes

Event o o o o o o o o o TCP Poll Negative Response Process Availability System Log User Connections Server Connections HTTP-Get Response > 45 Seconds Domain Lookup Failure TCP Connection Failure HTTP-Get Status Codes Other Than: 200, 301, 302. Response o o o o o o o o o o o o Open Critical Incident Notify Customer Open Major Incident Notify Customer Attempt Manual Browse If Site Not Available or Extremely Slow Open Critical Incident Notify Customer Begin Internet Incident Resolution If Site Available Open Minor Incident Notify Customer
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The following responsibilities are defined for Remote Advanced Monitoring Web Services.
Customer
Remote Advanced Monitoring - Web Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide dedicated monitoring NIC (same NIC can be used for monitoring and management services). Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Monitor ports & URLs as specified in the Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address or URL name changes.
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SunGard
Remote Advanced Monitoring - Device

SunGards Remote Advanced Monitoring Services - Device detect up/down status for Customer devices and events that indicate immediate or potential failures. Devices must be network accessible to the SunGard management fabric. Remote Advanced Monitoring Services - Device are available for the number of devices as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table of Standard Events defines the monitored devices and events. Table of Standard Events
Device Network Availability CPU Utilization Memory Utilization Temperature Threshold Power Supply Failure Fan Failure WAN Interface Utilization Event Response to ICMP Poll on management IP address Sustained Threshold Sustained Threshold Sustained Threshold Critical Level Syslog Message Critical Level Syslog Message Sustained Threshold

Event o o o o o o o Network Availability Power Supply Failure CPU Utilization Memory Utilization Temperature Threshold Fan Failure WAN Interface Utilization Response o o o o Open Critical Incident Notify Customer Open Major Incident Notify Customer
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The following responsibilities are defined for Remote Advanced Monitoring Services Device.
Customer
Remote Advanced Monitoring Services Device Responsibilities
Provide connectivity to the device for the SunGard monitoring infrastructure. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Permit unused network device interfaces to be configured as administratively down. Monitor ports identified by Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address changes.
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SunGard
Remote Web Transaction Monitoring Services

SunGards Remote Web Transaction Monitoring Services provide for execution of a Customer provided transaction to measure end-to-end application responsiveness. Remote Web Transaction Monitoring Services are available for the number of transactions for which Customer has contracted with SunGard as set forth on the Schedule for Remote Managed IT Services. Each transaction may include up to five (5) discrete steps. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. The following table defines the monitored devices and Events.
Device URL Event Executed Transaction Frequency 5 Minutes
The following table defines SunGards response to each type of Event.

Event o Transaction Response Negative Response o o Open Major Incident Ticket Notify Customer
The following responsibilities are defined for Remote Web Transaction Monitoring Services.
Customer
Remote Web Transaction Monitoring Services Responsibilities
Provide connectivity to the device for SunGard monitoring infrastructure. Provide Monitoring Requirements Form. Complete Monitoring Requirements Form. Develop Customer transaction in response to requirements. Approve Customer transaction procedure as developed. Provide script to execute approved Customer transaction. Test and verify transaction. Execute and monitor transaction results identified by Monitoring Requirements Form. Notify Customer of detected alerts. Notify SunGard of device address or URL name changes.
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SunGard
Remote Monitoring Services Delivery Notes & Limitations

Polling Cycle It is possible that during a polling cycle a device or service fully resets and the event is not detected. Monitoring Services will only detect devices or services that have not responded during an entire polling cycle. Remote Standard Monitoring Services are limited to detecting positive or negative responses from direct polling and will not detect SNMP traps. The IP address used for monitoring must be assigned and administered by SunGard. If this is not practical within your environment, SunGard will attempt alternate solutions including the use of dedicated network interface cards (NIC). If SunGard cannot provide a solution to network address conflicts, Remote Monitoring Services will not be available to the device(s). Any costs associated with alternate solutions are the Customers responsibility and will be the presented to Customer for approval before implementation. During normal operation it is possible to receive false-positive alerts that are caused by network congestion or application activity. For example, SunGard may receive an alert that a device is not responding, but the device is actually still available. While SunGards management fabric is designed to mitigate such events; SunGard cannot guarantee that such false-positive alerts will not occur. Unused IP interfaces must be configured as administratively down. If such IP interfaces remain active the Service will not be available to the device(s). Some Remote Monitoring Services may require that a monitoring agent be installed on the OS. If the server OS is not managed by SunGard then Customer will need to install the agent. In this case, SunGard is not responsible for agent failures due to incorrect installation or Software compatibility issues. As required by the vendor, SunGard may need to upgrade agent revision levels. If the server OS is not managed by SunGard, then Customer is responsible to install the upgrade. SunGard will provide as much notice as possible prior to requiring an agent upgrade, whether SunGard or Customer is performing the work. Websites which are heavily dependent upon Client-side JavaScript, may not be able to be monitored using Advanced Monitoring - Web or Web Transaction Monitoring Services and will be addressed on a case by case basis.
SNMP Traps Monitoring Address
False Positive
Unused Interfaces Agent
JavaScript
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Remote Monitoring Services Delivery Notes & Limitations (continued)

Transaction Development For Web Transaction Monitoring Services each transaction step represents a specific application request such as an HTTP page GET or POST. For example, in Step 1 you might test a page download time, in Step 2 test a user logon, and in Step 3 test a DB search response time. The resultant group of steps represents a single transaction that is executed on a regular basis as determined by Customer. SunGard will work directly with Customers internal application experts to develop the requirements for each step of each transaction. SunGard will then provide a written summary detailing our understanding of those requirements, and once approved, SunGard will implement the requirements as documented. Remote Monitoring Services will only detect the specific events identified in The Table of Standard Events associated with the applicable Services. The following events may be detected through Monitoring Services, depending on whether or not they also result in one of the Standard Events being triggered: o Hung or Partially Hung OS or Application o Hardware Errors o System Errors o Process Errors o Website Errors o Application Errors o Log Messages Advanced Monitoring Service Operating Systems provide for monitoring of one (1) Operating System instance on a physical server. Operating Systems that reside on logical or physical partitions can only be monitored as part of Operating System Management Enterprise Services.
Other Events
Logical Physical Partitions
or
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REMOTE REPLICATION SERVICES

Remote Server Replication Services
SunGards Remote Server Replication Services provide support for SunGard provided server replication solutions. SunGard can provide these Services on Microsoft Windows-based server supported by SunGard as contracted for in the Schedule for Remote Managed IT Services. In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services. Please note that Remote Server Replication Services is a bundled Service, which includes Remote Hardware Installation Services, Remote Equipment Management Services, Remote Operational Support Services and Remote Standard Monitoring Services. Please refer to each Service defined herein for additional Service descriptions.
Customer
Remote Server Replication Services Responsibilities
Provide & support a source & target server environment compatible with identified replication Software. 1 Provide and/or environment. 1 contract for data backup for source & target server
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Provide and/or contract for data replication bandwidth between source & target servers. 1 Identify source & target servers on which the replication Software will be loaded, including local standby servers. Provision identified replication Software and related maintenance agreements. Provision all Software as required to implement Customer solution other than identified replication Software. Perform initial installation & configuration of identified replication Software on source & target servers. Notify Customer of vendor recommended Software patch, maintenance & release changes for the replication Software. Provide notice within documented Lead-Times for requested Standard Tasks. Provide notice prior to any changes on source and/or target environments that might impact the replication operation. Perform requested Standard Tasks. Test and verify SunGard implemented Standard Tasks. Request execution of Immediate Tasks through the Service Desk. Provide support for Immediate Tasks.
1
Subject to the Services contracted for by Customer, Customer, SunGard, or both may support the source & target server environment and related bandwidth.
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SunGard
Remote Server Replication Services Tasks

Remote Server Replication
Standard Lead-Time
Critical Lead-Time
Standard Tasks Software Configuration Software Install Software Patch Software Upgrade Immediate Tasks Software Failure Software License Failure
Schedule Required
Description Configure replication tuning parameters. Software initialization and
5 5 5 10
1 3 1 5
Install replication Software product. Apply single patch to replication Software product. Upgrade replication Software to newer version. Description Investigate replication Software failure or crash. Investigate replication Software license failure.
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Remote Replication Services Delivery Notes & Limitations

Availability For any failures or malfunction of the Equipment and/or the Software for which Customer has contracted with SunGard for Services, SunGard does not guarantee a Time To Fix. SunGard will engage and manage the activities of the third party vendors. Customer acknowledges that SunGard is not responsible for any such vendor(s) failure to deliver parts or repairs within maintenance agreement timelines. Customers sole remedy for the effect of Equipment and/or Software failure lies with the OEM or maintenance vendor. SunGard does not maintain a spare parts inventory. Failed Equipment is repaired through vendor maintenance support agreements. Subject to SunGards written approval, a Customer may provide or have vendors provide spare parts for cold storage within the Customer Space only. SunGard may provide communications cables, electrical plugs, and other small peripheral hardware components to complete projects or remedy problems. Out of pocket expenses incurred by SunGard may be charged back to Customer. Customer must provide and make available to SunGard all license information related to the Software for which SunGard is to provide any Support or Management Services. Replication Services do not include proactive performance analysis, capacity planning, design and architecture, or any other task not specifically identified in the Standard Tasks for that Service.
Spare Parts
Peripherals
Licenses Other Services
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Section Four
Recovery Assistance Services

Service Definitions
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INTRODUCTION
Testing Services and Restoration Services for Managed IT Services are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Testing Services and Restoration Services for Managed IT Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise that will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies.
SERVICE DEFINITIONS RECOVERY ASSISTANCE SERVICES

Operating System Startup Services
Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description
SunGards Operating System Startup Services provide for the restoration and configuration of the Customers operating system(s) environment. The Service is designed for customers who either elect to have their operating system(s) environment be prepared for them at the start of the Test or, the for the customer who requires assistance recovering their operating system(s) environment on the Recovery Services as a result of any differences between the assigned configurations and the hardware configuration used by Customer at the Location. Operating System Startup Services may also be appropriate for those Customers who utilize a SunGard Advanced Recovery (data replication) solution and require a hands-off, turnkey Test and recovery solution. SunGard technical specialists will restore Customers operating system(s) environments on the Recovery Services.
Prior to a scheduled Test, SunGard technical specialists will review the Customers recovery documentation to determine if Customers recovery strategy is adequately documented and, if applicable, offer suggestions for improvement to the strategy. SunGard technical specialists will restore and configure Customers operating system(s) environments. The Services include the configuration of network communications on each assigned server and both the initialization of external disk
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storage or the importing and mounting of replicated disk, whichever may be appropriate. Customer is responsible for all additional applications and data restoration. In order for the Service to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent or delay SunGard from providing the Services.
Customer
Provide detailed configurations and/or procedures that are to be used for the restoration of the hardware configuration(s) for which Customer has contracted for the Services. Complete restoration process review of all written documentation provided by Customer. Schedule and conduct conference call(s) between SunGard and Customer to review the restoration documentation. SunGard and Customer will work together to ensure that SunGard understands Customer-provided documentation. If applicable, SunGard will also recommend improvements to Customers strategy and or documentation. Written update of procedures based on the results of the conference call, if needed. Install and configure backup Software if required for the restoration of operating system(s) environment. Restore or install operating system(s) including any prerequisite tasks based on Customer-provided restoration documentation. Configure network interfaces. Initialize disk volumes, as applicable. Provide to SunGard any Advanced Recovery (replicated) disk volumes that are being managed by Customer. Import and mount Advanced Recovery (replicated) disk volumes. Restore applications and data from backups. Execute any additional recovery tasks Complete a post-Test report detailing the Test objective(s), accomplishment(s), test chronology, open issues and any recommended changes to improve/enhance future Test(s). Schedule and conduct a post-Test conference call to review the report. Update written documentation based on the Test results and SunGards recommendations.
P P P P P P P P P P
A P
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SunGard
Operating System Startup Service General Responsibilities
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Operating System Startup Services (continued)

Delivery Methodology SunGard will restore Customers operating system(s) environment and configure them in accordance with the written documentation provided by Customer. SunGard requirements for Customer documentation are dependent upon the specific platform and recovery strategy. SunGard will conduct an initial conference call with Customer to determine the overall recovery strategy and advise what documentation SunGard will require to facilitate the Services. SunGard will then review the provided documentation and, with Customer shall determine whether the documentation is adequate or whether additional detail is required to facilitate the Services. As part of the restoration of the Customers operating system(s) environment, SunGard will complete the following tasks where applicable, as set forth in the Customer-provided documentation: Install or restore Customer-provided operating system(s) Software o In the event that third party backup Software is required to restore the operating system(s) Software: SunGard will install and configure Customers backup server Software. Alternately, SunGard will connect to and utilize a Customer owned backup server situated at the designated SunGard recovery center. Install and configure backup client Software and restore operating system(s) environments.
Configure network interfaces Configure disk volumes Install third party disk management Software, as required. Create and mount file systems. In a situation where Customer is restoring from replicated data on disk, SunGard will mount the presented LUNs as directed in Customers written documentation. Please Note: Presenting the replicated LUNs is the responsibility of Customer unless that activity has been separately contracted-for with SunGard.
Once the operating system(s) environment has been restored, the systems will be turned over to Customer for all additional restoration activities. Dedicated support ends at this point, and should Customer require additional assistance, Customer will have to access recovery center staff, subject to availability. The Services are available for all hardware platforms for which Recovery Services can be contracted for with SunGard.
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Operating System Startup Services Notes & Limitations

Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center.
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Services Guide 6.0.0 Operating System Startup Services Notes & Limitations (continued)
Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager.
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Full System Restoration Services

Introduction Recovery Assistance Services (also known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the Test who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description SunGards Full System Restoration Services provide for the restoration of computing systems by SunGard technical specialists from a backup created by Customer either to tape or any data vault or advanced recovery (High Availability) disk. The Services are designed for customers who elect to outsource the restoration of systems by SunGard to minimize the requirement to expend personnel during Test(s) and in the event of a Customer Disaster declaration. SunGard technical specialists will execute Customers written recovery procedures to restore the systems on the contracted-for Recovery Services. Full System Restoration Services include: (a) the recovery of Operating Systems, including the configuration of network communications and the initialization of both internal and SAN disk volumes, (b) the recovery of enterprise backup Software, and (c) the recovery of applications and data. Additional tasks may be included such as the application of logs, installation of Software and disk erasure provided Customer supplies detailed written procedures and any required Software for these tasks. Prior to the Test, SunGard technical specialists will review the Customers recovery procedures to determine if the Customers recovery strategy is adequately documented and, if applicable offer suggestions for improvement. The SunGard technical specialists will then restore the systems as documented in Customers procedures. As a follow-up activity, SunGard will provide Customer with a detailed post Test report. The report will contain a synopsis of the Test, observations and recommendations for improvement and a test chronology. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
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Customer
Full System Restoration Services General Responsibilities
Provide detailed procedures/scripts that are to be used for the restoration of the Recovery Services configurations under contract with SunGard at least 8 weeks prior to the scheduled Test. Complete restoration process review of all written procedures provided by Customer. Schedule and conduct a conference call between SunGard and Customer to review the procedures/scripts provided by Customer. Update written procedures based on the results of the conference call and return them to SunGard no later than two weeks prior to the Test. Restore and install operating systems including the configuration of network communications and initialization of internal and SAN based disk volumes. Configure backup Software. Provide data to SunGard via tape or data vault. Restore the applications and data provided by Customer on the hardware configuration(s) contracted for in the Schedule for Recovery Services. Execute application or database activation. Execute the application of transaction logs, journal updates, etc. Erasure of data restored on the disk in the SunGard recovery center subsequent to a Test or recovery operation. Customer acknowledges that the erasure of all Customer data from the disk(s) must be done during the scheduled Test Period(s). Provide procedures and Software to SunGard for use in erasing Customer data from disk. Complete a post Test report detailing the Test objective(s) and accomplishment(s), Test chronology, open issues as well as recommended changes to improve/enhance future Test(s). Execute a post-Test conference call to review the report.
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SunGard
Full System Restoration Services

Delivery Methodology The methodology behind SunGards Full System Restoration Services is based on the concept of crawl, walk, run which is essentially a transfer of knowledge between the parties. Customer provides complete recovery procedures to SunGard for review. While SunGard cannot determine the accuracy of any recovery procedures prior to testing, SunGard Technical Specialists will examine the procedures to determine if they are clear and understandable, that they do not require additional documentation which has not been made available, and such procedures do not require knowledge of Customers production environment. SunGard will report the findings to Customer along with suggestions for improvement. SunGards goal is to be able to provide primary execution of the Customers procedures during both Test(s) and a Customer Disaster declaration. Because the accuracy of new procedures can not be fully validated without testing, the active participation of Customer during Test(s) which involve new processes or procedures is a critical component of Test success. The objective of this process is Customer being able to hand off procedures to SunGard that can be executed by the recovery staff on the recovery center floor in the event of a Customer Disaster declaration. Promptly following a Test, SunGard will submit recommendations for improvement of the recovery process and procedures in a post Test report based on findings from the exercise. Thereafter, Customer must take ownership for their procedures, modifying them based on the test results, changes in the Customers production environment and changes in their Recovery Schedule. Prior to each test the Customer will be asked to provide updated procedures for review. SunGards review will include a comparison to previous Post Test Reports to assure that previous documentation issues have been addressed. Any questions or issues will be discussed in a pretest conference call. To assure that SunGard has the most current recovery procedures in the event of an actual disaster the Customer is urged to maintain current versions either on a SunGard portal, in a storage locker at the recovery center, or with their off site tape storage vendor. SunGard has great expertise in many areas including recovery Software, and will always provide best efforts to resolve issues. However, the Customer has expertise in their environment, especially at the application layer, that SunGard does not have. SunGard should not be viewed as a replacement for direct Software support from your experts, including vendors, in the event that issues should arise. It is required that the Customer provide direct and immediate access to technical representatives that have intimate knowledge of the environment for the duration of the recovery.
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Full System Restoration Notes & Limitations

Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.
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Forward Recovery Services

Service Description SunGards Forward Recovery Services provide for restoration activities beyond full system restoration. SunGard technical specialists will execute Customers written Forward Recovery procedures to provide a more complete recovery solution than that provided by the Full System Restoration Services. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Forward Recovery Services Option General Responsibilities
Customer SunGard
Provide detailed forward procedures to SunGard at least 8 weeks prior to each scheduled Test. Review forward recovery procedures for clarity only. Schedule and conduct a conference call between SunGard and Customer to help ensure an understanding by SunGard of the forward recovery procedures Implement recommended changes and submit the revised procedures to SunGard at least 2 weeks prior to the scheduled Test. Execute forward recovery procedures for any or all of: Installation of applications from media Application of DB logs Start-up of applications and DBs Disk erasure Other recovery activities in addition to full system restoration Debugging of forward recovery procedures and associated Software System, application and DB administration Record Test objectives, accomplishments, chronology, issues and resolutions to be included in the post Test report Update forward recovery procedures based on the Test results
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Forward Recovery Services

Delivery Methodology Forward Recovery Services are available only as an add-on to SunGards Full System Restoration Services. Customer must provide detailed procedure documentation to SunGard to facilitate the Services. SunGard will execute the procedures as written but does not guarantee any particular expertise with specific applications or DBs. Customer is responsible for supporting its procedures, applications and DBs, either themselves or through the applicable third party vendor(s). In order for the Services to be delivered the following responsibility matrix must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
Forward Recovery Services Methodology Summary
Provide detailed forward recovery procedures at least 8 weeks prior to a scheduled Test. Review forward recovery procedures for clarity only. SunGard can not evaluate the accuracy or completeness of forward recovery procedures. Clarify procedures based on SunGards findings. Help ensure that the procedures are complete and technically correct. Initial test - SunGard and Customer work together to validate the procedures. Second test SunGard executes updated procedures. Second test Customer provides on-site over-the-shoulder support. Third test SunGard executes Test. Debug procedures and associated Software during recovery. Perform post-recovery DB and application administration and maintenance. Document issues, resolutions and chronology to be included in a Post-Test report. Update the procedures based on the results of the Test(s).
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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services
Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description This is a limited Service offering which addresses the need of a Customer requiring assistance with the configuration of TSM or NBU Software at the designated SunGard recovery center in order to Test or recover Customer operations successfully. The Services provide for SunGard to install or restore one or more TSM or NBU hardware configuration(s), install the backup database, reconfigure the hardware configuration for the recovery center environment and Test the functionality of the hardware configuration while activating the tape library hardware. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
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TSM / NBU Startup Services - General Responsibilities

Customer SunGard
Provide detailed written documentation at least 4 weeks prior to a scheduled Test to SunGard so that SunGard can be used to restore the hardware configurations. SunGard will advise as to what documentation is required during an initial project planning conference call with Customer. Complete restoration process review of all written procedures provided by Customer to SunGard. Schedule and conduct a conference call between SunGard and Customer to discuss and resolve any process/procedure gaps, issues and questions regarding the Customers written documentation. Restore or install operating system(s) based on Customers recovery strategy. Restore or install TSM or NBU based on Customers recovery strategy, documentation and generally accepted best practices. Load the backup database. Configure TSM or NBU Software for the SunGard hardware environment including tape drives, libraries, robots and VTLs. Verify that the Software and associated hardware configuration will function properly with the tape library hardware. Turn-over fully functioning hardware configuration to Customer. Install and configure client Software on target systems. (SunGard will perform this task if OS Startup or Full System Restoration is contracted for the target systems). TSM / NBU Startup Services - General Responsibilities
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Customer
Perform data and application restoration(s). SunGard will perform this task if Full System Restoration is contracted for the target systems. Complete a post-Test report detailing the Test objectives, accomplishments as well as recommended changes to improve future Test activities. The report will include: test objectives and accomplishments, findings, test chronology, open issues and, if applicable, recommendation(s) for subsequent Tests. Execute a post-Test conference call to review the report.
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SunGard
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Delivery Methodology It is SunGards goal, in delivering these Services, to provide a fully functioning TSM or NetBackup environment that Customer will utilize to facilitate Tests(s) or an actual recovery at the designated SunGard recovery center. SunGard will use industry best practices along with documentation provided by Customer to provide the Services. SunGard intends to deliver these Services while minimizing Customers need to commit their staff to provide this functionality. SunGard will conduct an initial project planning conference call with Customer to determine what specific documentation will be required by SunGard to provide the Services based on the complexity of Customers environment and backup practices associated with the TSM and/or NBU servers. SunGard will advise on best practices for backing up TSM and/or NBU servers to facilitate recovery. Unless separately contracted for, the recovery of Customer operating system(s), the installation of backup Software agents and the recovery of any data other that the backup Software configuration database(s) and catalog(s) is not included as part of the Services. SunGard will recover TSM and/or NBU servers by following the general steps outlined below. These steps are presented as a high level overview. 1. Restore a backup of Customers operating system image which includes the backup Software binaries. Alternately, SunGard will install the appropriate operating system and backup Software. 2. Restore Customers backup database to the designated server. If the database is tape based, the Customer is urged to supply duplicate sets of tape. 3. Delete tape device entries representing Customers production environment and add device entries which represent the recovery environment at the designated SunGard recovery center. 4. Validate that the designated backup server can properly use tape libraries by manipulating robots and picking tapes. 5. Based on the availability of restoration clients, one or more restoration jobs will be initiated as final validation of the functionality.
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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations
Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s).
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Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services - Notes & Limitations (continued)
Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.
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Network Startup Services

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity exercises. The objective of Recovery Assistance Services is to provide a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate planning sessions to help ensure that the recovery objectives are consistent with these strategies. Services Description SunGards Network Startup Services provide for assistance in the restoration of the network environment during recovery Tests and in the event of a Customer Disaster declaration at the designated SunGard recovery center. A SunGard technical specialist will: 1) install Customer-provided configurations on the allocated to network devices at the designated SunGard recovery center: 2) assist Customer in developing configurations suitable for the SunGard hardware environment; and 3) execute Customer-provided procedures for the recovery and configuration of devices where the loading of a configuration file does not apply, such as certain firewalls, VPN gateways, etc. SunGard will conduct limited advanced testing of all network devices to help ensure that the network configurations will load without any errors. At time of Test, or in the event of a Customer Disaster declaration, SunGard will use Customers configurations and procedures to activate the Equipment and turn such Equipment over to Customer for validation and use. It is important to note that Customers are required to provide layer 2 and layer 3 configurations for routers and switches and recovery procedures for other classes of Equipment. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
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Customer
Conduct project planning session to discuss the objectives of the overall Test engagement, as well as timeframes. Project activities will be reviewed, including identification of documentation (such as technical restoration procedures) for analysis. Provide configurations and recovery procedures to SunGard in a timely manner as defined herein. Provide assistance to Customer in modifying the configurations to be compatible with the SunGard hardware environment. Review network diagrams and network hardware used for recovery. Prior to the Test, conduct a pre-load test of network hardware with Customers configurations based on the availability of hardware and personnel. Load configurations and execute procedures to activate hardware at the beginning of the Test or the recovery operation. Verify connectivity to attached devices. Debug configurations and troubleshoot errors. Use commercially reasonable efforts to assist Customer in debugging and troubleshooting regarding network devices. Prepare a post-Test report detailing issues and resolutions along with recommendations for future Tests. Conduct a post- Test conference call to review the results of the Test Update configurations and procedures based on the results of the Test.
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Delivery Methodology SunGards Network Startup Services are designed to reduce the time and effort required by Customers network staff to coordinate and participate in periodic Tests of the contracted for Recovery Services. The Services are limited in scope and only include Customers network Equipment on the applicable Recovery Schedule. The Services are limited to the local area network within the designated SunGard recovery center. Wide area connectivity, including but not limited to telecom, is out of scope. It is the intent of SunGard to assist Customer in achieving a successful Test and if applicable, a recovery following a Disaster declaration. SunGard will provide limited assistance in the development of configuration files compatible with the SunGard hardware environment. SunGard network specialists will work with the Customer to assist in modifying Customers configurations such that the configurations are compatible with the network hardware provided by SunGard. While performing this Service, SunGard relies on Customer to determine layer 2 and layer 3 schemes that are accurate and suitable for the purpose of a Test or in the event of a declared Disaster. SunGard and Customer will then finalize the configurations that are to be installed. Based on the availability of hardware and personnel, these network configurations will be loaded prior to the start of the Test to help ensure that they
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Network Startup Services General Responsibilities

successfully load on the devices. If errors are identified, SunGard and Customer will work together to address the errors and finalize the configurations. Because all network nodes are not available prior to the start of the Test, rigorous testing of the network configurations can not be conducted. All network configuration information and the applicable recovery procedures must be received in a timely manner: In order for SunGard to assist Customer with modifications to Customers network configurations, Customer must provide those configurations to SunGard at least 4 weeks prior to a scheduled Test. In order for SunGard to pretest any configurations, Customer must provide those network configurations to SunGard at least 2 weeks prior to a scheduled Test.
SunGard will load the finalized configurations, recover or configure the applicable network devices at the start of the Test or a recovery, and the devices will be activated. In the event that debugging is required at layer 2 or layer 3, SunGard can only verify that the configurations on the hardware match those that were mutually agreed to by SunGard and the Custom, all other support is the responsibility of Customer.
Network Startup Services Notes & Limitations

Recovery Assistance Services will be delivered only for the network configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated SunGard recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Schedule for Recovery Services, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two Tests of the Recovery Services during any contract year. In the event Customer does perform more two (2) Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for additional support at SunGard's then current rates for such support. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use
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commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact. Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager.
Media Handling Services

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. Specifically, SunGards Media Handling Services are designed to minimize the effort required by a Customers staff for the validation, staging, mounting and repacking of the media that has been shipped to the designated SunGard recovery center in support of a Test or declaration of a Disaster. Service Description SunGards Media Handling Services provide for SunGard to receive at the designated SunGard recovery center, audit the inventory of, stage, repack and return ship the media from the designated SunGard recovery center to the Customer Location in support of a Customer Test or a Disaster declaration. The Services allow Customer to minimize the number of staff required onsite at the designated SunGard recovery center in support of a Test or Disaster declaration by Customer. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
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Media Handling Services General Responsibilities
Customer
Provide the information detailed below at least 14 business days prior to the scheduled Test date: Location of key(s) / key management process Return shipping instruction and labels Number of containers Type of containers Number of media devices Name of vendor for delivery Date of delivery in order for SunGard to schedule the proper staffing for inventory Inventory list / manifest / pick list by container that includes the serial numbers of media. Container ID(s) identifying customer specific tags, labels so SunGard can validate Customer name. Schedule support to facilitate media receipt, inventory, staging, and packing up. Validation of received media and notification to Customer of completion and any discrepancies. Provide specific inventory listing / manifest/ pick list of media Inventory media based on a comparison to the Customer-provided inventory list / manifest/ pick list and provide confirmation to Customer of completion and notification of any discrepancies. Optionally provide media mounting during the scheduled Tests at an additional fee. Post Test inventory and returning of media to assigned containers. Notification to Customer of completion and any discrepancies. Ensure that the shipment contains the requisite number of prepaid shipping label(s) and instructions to facilitate the return shipment of containers to the Customer designated address.
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Delivery Methodology Media Handling Services are delivered in several phases. Each phase, aligned with key activities, is detailed below. 1. Pretest Activities 1.1. SunGard will coordinate with Customer on logistics of the media delivery to SunGard prior to the start of a scheduled Test. 1.2. Customer will provide to SunGard the information detailed below no less than fourteen (14) business days prior to the Test date. This information can be provided via email to the attention of your assigned Customer Care Specialist (CCS). Location of key(s) / Key management process Return shipping instruction and labels
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Number of containers Type of containers Number of Media Devices Name of Vendor for delivery Date of delivery in order for SunGard to schedule the proper staffing for inventory Inventory list / manifest / pick list by container that includes the serial numbers of media. Container ID(s) identifying Customer specific tags, labels so was can validate who Customer name.
1.3. Upon receipt of the information, SunGard will then schedule the necessary personnel to facilitate media receipt, media inventory and media staging to support the upcoming Test. 2. Receipt 2.1. Media deliveries will be handled in accordance with standard SunGard policy as set for in the Recovery Services User Guide. 2.2. SunGard will validate the number of containers delivered to the designated SunGard recovery center as compared to the information provided by Customer. 2.3. SunGard will notify Customer via email, to the attention of the designated Customer representative as requested by Customer, within one (1) business day of the arrival of the shipment at the designated SunGard recovery center. The notification will include the following details: Validate the number of containers delivered If any container is damaged. If any container is unsecured. Validate against manifest that the delivery is complete
2.4. At this point, SunGard will not open or inventory any container until necessary to facilitate the inventory/staging activities as described below in support of the Test. 2.5. SunGard will store Customer containers at the designated SunGard recovery center until the beginning of the pre-Test activities. The storage of these containers is being done as an accommodation to Customer. 3. Inventory/Staging Activities 3.1. Move the Customer containers to the assigned media area(s) 3.2. Open containers and audit the contents as follows: Use the inventory/ manifest/ pick list to audit all media within each container. Stage media in VOL=SER sequence.
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SunGard will notify the Customer via phone, or appropriate escalation, as to any discrepancies found in the pre-stage inventory as soon as reasonably practical.
3.3. Following notification to Customer of any discrepancies with the inventory, the inventory process will be considered complete and SunGard will wait on further instructions from the Customer, if necessary. 3.4. Media will then be relocated based on Customer instructions to the area supporting the scheduled platform or library for the Test of the Recovery Services. 4. Return Shipment by SunGard 4.1. During Customers scheduled Test, SunGard will unload media from libraries. 4.2. The media will be returned to containers using the listings provided by Customer. 4.3. SunGard will validate that the contents of each container match the original inventory audit forms and sign off, as directed by the Customer. 4.4. Place Customer prepaid shipping labels on the outside of the containers. 4.5. Gather all containers and verify container count against container inventory list. 4.6. Return the shipment to the shipping area for and schedule pick up using Customers designated third party vendor. SunGard will notify Customer via email, to the attention of the designated Customer representative, as to any discrepancies found in the pending shipment. 4.7. SunGard will notify Customer via email, to the attention of the designated Customer representative, that the inventory process is complete and wait for Customer to schedule the pick up of the containers and advise SunGard as to the expected date/time. Customer Responsibilities Customer acknowledges that in order for SunGard to assist Customer with receipt, inventory and staging of its media that SunGard must be provided with sufficient time to inventory and stage the media prior to the Test date. Customer shall comply with the following: 1. All shipments must arrive at the designated SunGard Recovery Center no less than five (5) business days prior to the Test date. 2. All shipments must be in VOL=SER sequence. If this requirement is not met, SunGard reserves the right, utilizing the current standard rate per hour, to charge for the additional support required. Customer acknowledges that this may impact the completion of the pre-test activities prior to the scheduled start of the Customer Test. 3. SunGard will use commercially reasonable efforts to support any shipment received less than five (5) business days prior to the Test date subject to the availability of SunGard personnel.
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4. Any inventory lists provided by Customer will have specific areas identifying confirmation of inventory. These areas should be separate for: Container count, inventory check off Pre-stage internal container, inventory check off Post-stage internal container, inventory check off Final container count, inventory check off Notify your Customer Care Specialist of any media mounting services required no less than five (5) business days prior to the scheduled start of the Test. Requests received less than five (5) days prior to the start of the Test will be accommodated, subject to personnel availability.
Media Handling Services Notes & Limitations

Media Handling Services are available during scheduled Test(s) of the Recovery Services and in the event of a Disaster declaration by Customer at the designated Recovery Center. Customer will be invoiced following the service delivery at SunGards then current fees for the Services. The actual media that is supported by the Services includes Customer tapes or optical disks. Standard Media Handling Services includes receiving, unpacking, auditing, staging, initial loading of libraries and repacking for return shipment. All costs for the return shipment of media are the responsibility of Customer. Additional Media Handling Services are available during scheduled Test(s) or in the event of a Disaster declaration for an additional fee. An example of additional Services is tape or CD-ROM mounting. Requests for additional Media Handling Services must be made at least five (5) business days prior to the scheduled Test or as soon as reasonable in the event of a Customer Disaster declaration. Customer acknowledges that audit provides for a check-off of container contents against the pick list provided by Customer. In order for SunGard to perform to audit an inventory of Customer tapes, the tapes must be clearly labeled with identifiers that can be visually matched to the pick list and tapes must be packed in VOL=SER order. When the Media Handling Services are going to be used for a scheduled Test, all shipments must arrive at the designated SunGard recovery center no less than five (5) business days prior to the Test date.
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Technical Test Monitoring Services

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity exercises. The objective of Recovery Assistance Services is to provide a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate planning sessions to help ensure that the objectives are consistent with these strategies. Service Description SunGards Technical Test Monitoring Services provide for dedicated assistance in the restoration of the computing environment during Test(s) and recovery operations at the designated SunGard recovery center. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
Technical Test Monitoring Services General Responsibilities
Provide one experienced SunGard technical support specialist for each specified platform on the Schedule for Recovery Services to assist with the Test process. Provide technical expertise to Customers technical staff to support the recovery of computing platforms during Tests. Serve as a single point of escalation during Tests. Recover system environments including operating systems, applications and data. Document observed events, issues and resolutions in a Post Test Report. P
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Technical Test Monitoring Services (continued)

Delivery Methodology During scheduled Tests at the designated SunGard recovery center, SunGard will schedule a technical specialist to serve as a Test monitor, observing the process, as well as providing technical assistance, as available, in the actual restoration of Customers computer environment at the designated SunGard recovery center. Technical assistance with regard to a specific hardware particular platform is subject to availability at the time of the request. SunGard recommends advance scheduling of these resources to help ensure availability at time of Test. The Services will be provided based on the number of Test Period(s) specified in the Schedule for Recovery Services.
Technical Test Monitoring Services Methodology Summary
Customer
Scheduling Prior to each Test, SunGard will determine through discussions with Customer how monitoring hours, based on the Schedule for Recovery Services, will be allocated between the hardware platforms being Tested. Customer may allocate the monitoring time of certain platforms in minimum of 4 hour blocks. If, because of circumstances during a Test, Customer requests a change in the agreed to schedule, SunGard will use commercially reasonable efforts to accommodate the change based on available personnel at the time requested. The technical specialist will deliver technical assistance as requested by Customer on a commercially reasonable basis. In order to best utilize the Services, Customer should advise SunGard of particular technical areas of concern to allow closer alignment of staffing with Customers needs within the limitation noted above.
Technical Test Monitoring Services Notes & Limitations

Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated SunGard recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Schedule for Recovery Services, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that
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SunGard

Customer will conduct no more than two Tests of the Recovery Services per contract year. In the event Customer does perform more two (2) Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for additional support at SunGard's then current rates for such support. These Services are available for delivery only at the designated SunGard recovery center. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact. Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.
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Operating System Generation Maintenance Services (Mainframe Only)

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description/Delivery Methodology SunGards Operating System (OS) Generation Maintenance Services provide for dedicated assistance in the creation and maintenance of Customers OS used at a SunGard recovery center for Test(s) or in the event of a Customer Disaster declaration utilizing a mainframe server. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
OS Generation Maintenance General Responsibilities/Methodology
Build and maintain critical IOCP/IODF, VM Directory or configuration flies necessary to transition Customers production OS to the Recovery Services configuration(s) at the designated SunGard recovery center. Use Customers IOCP/IODF, VM Directory or configuration files and update them for use at SunGard based upon a mutual agreed-to, pre-determined maintenance schedule, not to exceed 8 times per contract year. Provide a copy of all production Software to SunGard in order for SunGard to provide generation maintenance with regard to the OS. Test the OS during regularly scheduled Tests at the designated SunGard recovery center. P P
Operating System Generation Maintenance Services Notes & Limitations

Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery
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Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its operating system documentation to reflect any changes in the production environment(s).
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Network Control Program Maintenance Services (Mainframe Only)

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Service Description/Delivery Methodology SunGards Network Control Program (NCP) Generation Maintenance Services provide for dedicated assistance in the creation and maintenance of Customers NCP system used at the SunGard recovery center for Testing or in the event Customer declares a Disaster. In order for the Service to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Customer SunGard
NCP Generation Maintenance General Responsibilities/Methodology
Build and maintain NCP load modules necessary to transition Customers network operating system to the assigned recovery configuration. Use Customers NCP load modules or configuration files and update them for use at the designated SunGard recovery center based upon a mutually agreed-to, pre-determined maintenance schedule, not to exceed 8 times per contract year. Provide to SunGard a copy of production Software to facilitate NCP generation maintenance. Test the operating system(s) during regularly scheduled Tests at the designated SunGard recovery center. P P
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Network Control Program Maintenance Services (Mainframe Only) Notes & Limitations
Recovery Assistance Services will be delivered only for those hardware configurations specifically noted in the applicable Schedule for Recovery Services. No hardware platform should be assumed to be in scope because of a dependency between platforms. Unless otherwise specifically noted in the applicable Schedule for Recovery Services, all Recovery Assistance Services are provided at time of Test at the designated recovery center and in the event of a Customer Disaster declaration, subject to the terms of the Recovery Services Exhibit. Unless otherwise set forth in the Agreement, Customer acknowledges that the pricing presented to Customer for Recovery Assistance Services is based on the assumption that Customer will conduct no more than two annual Tests of the Recovery Services. In the event Customer does perform more two (2) annual Tests of the Recovery Services during any contract year, SunGard reserves the right to charge Customer for such additional support at SunGard's then current rates for such support. In the event of a Customer Disaster declaration, should Customer elect to recover using Mobile Recovery Services as contracted for on the applicable Schedule for Recovery Services, Recovery Assistance Services will be provided upon Customer request. In such event, in addition to any other costs to be charged to Customer for use of the Mobile Recovery Services as set forth in the Recovery Services Exhibit, Customer agrees to reimburse SunGard for actual travel, food and lodging costs incurred. Recovery Assistance Services provide for dedicated support for the initial restoration activities of Customers environment. Dedicated support provides for a minimum of one SunGard technical support technician per platform as set forth on the Schedule for Recovery Services. Customer acknowledges that such support is subject to the availability of technical personnel at that time. In the event that the initial restoration activities need to be repeated, through no fault of SunGards, SunGard will use commercially reasonable efforts to assist Customer. However, Customer acknowledges that it has primary responsibility for repeating those restoration activities. Except in the event of a Disaster, all Recovery Assistance Services occur during Customers scheduled Test Period(s). Customer acknowledges the requirement to schedule adequate time to allow for system recovery and data erasure during the scheduled Test Period(s). Customer is responsible for providing all software media and the necessary software license(s). Customers are urged to maintain updated software and license(s) either with their tape vendors, to be shipped to SunGard along with tapes, or stored in a locker at the designated SunGard recovery center. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during Test preparation, Tests and recovery operations, through a single point of contact Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also for requesting any updates needed to the contracted Recovery Services on the applicable Schedule(s) through Customers assigned Account Manager. Customer acknowledges the requirement to have representatives on site at the designated SunGard recovery center to validate media inventory and to perform any ancillary media management functions unless Customer separately contracts for Media Handling Services.
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Procedure Training Workshop

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Services Description SunGards Procedure Training Workshop provides Customer with training in a workshop environment for the development of recovery procedures. A SunGard technical specialist will provide technical training in the development of a technical restoration procedure. The workshop is based on a single server selected from each covered recovery configuration, as specified in the applicable Schedule for Recovery Services. During the workshop sessions SunGard will review existing backup and recovery strategies, identify apparent gaps, discuss alternatives and best practices. The SunGard technical specialist will produce a sample recovery procedure based on these findings and the selected server configuration. In order for the workshop to be effective, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the deliverables.
Customer SunGard
Procedure Training Workshop General Responsibilities
Review backup and recovery existing strategy, identify opportunities and gaps, and exchange best practices. Gather configuration and system information. Create sample procedure(s) based on SunGard template(s) to demonstrate the thought process, data gathering methodology, required technical content, and format involved in writing effective restoration procedures. During the second days session the SunGard technical specialist will present the sample recovery procedure and engage in a live edit and walkthrough. Provide templates, when available, for other platforms in the Customers environment. Creation and maintenance of procedures that will be used during Tests and in the event of a Customer disaster declaration. P
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Procedure Training Workshop

Delivery Methodology Through years of supporting subscribers with the restoration of computing environments, SunGard has adopted standard restoration processes for many hardware platforms. Templates which document these standard restoration processes, when available, will be used by the SunGard technical specialist while developing sample restoration procedures for the Customer. The focus of this Service is to provide a training exercise, not a completely documented procedure that can be used for an actual restoration. A Workshop will be conducted for each recovery configuration. SunGard, to minimize the demands on the Customers people, will make every effort to combine platform workshops if requested by the Customer. The Workshops will be conducted in 2 sessions over consecutive days, the first session taking approximately 4 to 6 hours and the second 2 to 4 hours. During the first days session the SunGard technical specialist will Discuss at a high level the SunGard philosophy of how recovery documentation should be crafted including audience, level of detail and components. Lead a discussion of the Customers current backup and restoration practices. Discuss the role played by server and application priorities and dependencies. Identify and discuss possible gaps in Customers strategy that may affect Customers recoverability. Engage in data gathering for the selected server demonstrating what information is required in order to craft an effective recovery procedure.
The SunGard technical specialist will then craft a sample procedure off site for presentation on the second day Present the sample procedure highlighting where the previous days fact finding maps to the document. Provide templates, if available, for other platforms in Customers environment. Conduct a general question and answer session.
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Procedure Training Workshop Notes & Limitations

Procedure Training Workshop Services will be delivered only for those hardware configurations specifically listed as being part of the scope of services in the applicable Schedule for Recovery Services or Statement of Work. No hardware platform should be assumed to be in scope because of a dependency between platforms. Procedure Training Workshop Services are available for delivery at the Customers location(s). Customer will reimburse SunGard for actual incurred expenses for travel, meals and lodging. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during the Procedure Training Workshop engagement. Customer must designate a single point of contact (Disaster Recovery Coordinator) to work with the SunGard project team to provide coordination, scheduling and logistical support in order for the Services to be delivered.
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Recovery Procedure Documentation Services

Introduction Recovery Assistance Services (formerly known as Test Services) are designed to minimize the time and effort required by Customers technical staff when participating in business continuity Tests. The objective of Recovery Assistance Services is to provide a cost-effective approach to testing by providing a team skilled in the coordination of the exercise who will review Customers recovery strategies in advance and facilitate Test planning sessions to help ensure that the Test objectives are consistent with these strategies. Services Description SunGards Recovery Procedure Documentation Services provide for the documentation of the Customers recovery process. The documentation will be delivered in the form of step by step procedures for the recovery of operating system environments, data and applications. The Service is available for any hardware platform supported by SunGard, excluding network components. The Service includes three phases: 1. Initial drafting of procedures 2. Validation of the draft procedures during a scheduled Test of the Recovery Services on the applicable Schedule(s). 3. Update procedures based on the results of the validation Test. After the 3rd phase the Recovery Procedures are delivered to Customer and the engagement is closed. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
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Customer
Participate in one or more workshop sessions to Review existing backup strategies Review existing recovery strategies, discuss alternatives and best practices Gather system configuration information Develop draft detailed recovery procedures which document the restoration of operating systems, applications and data. Deliver draft procedures to Customer for review Review draft procedures and request changes from SunGard Incorporate requested changes into draft procedures Validate recovery procedures during scheduled Tests at the SunGard recovery center. Update procedures based on the results of the Tests Maintain procedures, updating them to reflect changes in Customer's production environment and the Recovery Services under contract with SunGard.
P P A P P P
Delivery Methodology Through years of supporting subscribers with the recovery of computing environments, SunGard has adopted standard restoration procedures for many hardware platforms. These standard restoration procedures, when available and applicable, will be used by the SunGard technical specialists, who will execute the first draft of the procedures for the restoration of Operating Systems, applications and data. Procedures can only be classified as final when they have been validated and updated based on the Test results. To accomplish this, the draft procedures will be validated at the next scheduled Test of the Recovery Services on the applicable Schedule(s), after draft completion. Based on the results of that Test, the procedures will be updated and presented to Customer as completed, and the project will be closed. After project closure, Customer will be responsible for ongoing maintenance of their recovery procedure documentation. The process of system recovery is highly dependent on the backup strategy employed. SunGard technical specialists can work from a backup implementation plan but basing recovery procedures on a stable, functioning backup system is recommended. Once the backup strategy is identified, the final documents will reflect that strategy, regardless of later changes. SunGard technical specialists will conduct workshop session(s) as part of the discovery process for the Services. The purpose of the workshop(s) is to gather system configuration data, understand the Customers backup and recovery strategy and to identify backup practices or deficiencies that may delay or prevent recovery.
320
SunGard
Recovery Procedure Documentation Services General Responsibilities
P P

After the initial workshop(s) SunGard may need to engage the Customers technical resources for additional information. It must be noted that SunGard technical specialists have general experience recovering many leading applications and databases. However, the writing of effective procedures will require the full commitment by Customers knowledgeable support resources, both internal IT and vendors, to close the gaps in SunGards understanding of Customers environment and provide the necessary information specific to Customers environment, especially with regard to applications and databases. SunGard can only develop procedures for platforms, operating systems and other Software that is supported by the vendors of those platforms, operating systems and other Software. The development of procedures for unsupported platforms, operating systems and Software is out of scope.
Recovery Procedure Documentation Notes & Limitations

Recovery Procedure Documentation Services will be delivered only for those hardware configurations specifically listed as being part of the scope of services in the applicable Schedule for Recovery Services or Statement of Work. No hardware platform should be assumed to be in scope because of a dependency between platforms. Recovery Procedure Documentation Services are available for delivery at the Customers location(s). Customer will reimburse SunGard for actual incurred expenses for travel, meals and lodging. Customer must provide SunGard with reasonable access to technical support, both their IT staff and vendors, during the Recovery Procedure Documentation Services engagement. Customer must designate a single point of contact (Disaster Recovery Coordinator) to work with the SunGard project team to provide coordination, scheduling and logistical support in order for the Services to be delivered. The Recovery Procedure Documentation that is delivered to Customer will represent Customers current computing environment as set forth on Customers Schedule(s) for Recovery Services. Customer is solely responsible for updating its written recovery procedures to reflect any changes in the production environment(s) and also any updates needed to the contracted Recovery Services on the applicable Schedule(s).
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SERVICE DEFINITIONS RESTORATION SERVICES FOR MANAGED IT SERVICES

THIS SERVICE IS CURRENTLY BEING EVAULATED FOR ENHANCEMENT BY SUNGARD. SUNGARD WILL CONTINUE TO SELL AND SUPPORT RESTORATION SERVICES FOR MANAGED IT SERVICES. CUSTOMERS THAT SUBSCRIBE TO THESE SERVICES ARE ENCOURGED TO CONTACT THEIR SUNGARD SALES REPRESENTATIVE FOR MORE INFORMATION WITH REGARD TO UPDATES OR ENHANCED SERVICE FEATURES. SunGards Restoration Services for Managed IT Services provides for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services and supported At-time-of-test (ATOT) and At-time-of-disaster (ATOD) with the Schedule for Recovery Services at a secondary SunGard facility. The methodology behind SunGards Restoration Services for Managed IT Services is based on the concept of crawl, walk, run. Starting with the development of a Managed Technology Plan (MTP), which references the recovery procedures for specific Equipment, and defines the roles and responsibilities ATOT/ATOD activities for both SunGard and Customer. Followed by a collaborate effort by Customer and SunGard to validate and exercise the recovery procedures to improve the restoration timeline. The methodology is deemed complete once SunGard has successfully restored Customers environment based on the written procedures defined in the MTP. In order for the Services to be delivered by SunGard, the following general and associated product specific responsibility matrices must be understood and executed by both parties. Customers failure to fulfill its responsibilities noted herein may prevent and or delay SunGard from providing the Services.
Restoration Services for Managed IT Services Methodology Summary

Customer SunGard
Develop Managed Technology Plan (MTP) Execute the initial Test based as defined by SunGards Recovery Procedures During the initial Test, SunGard and Customer work together to validate the written procedures defined in the MTP Implement recommended changes to the restoration processes and procedures identified by SunGard and update the MTP based on the results of the initial Test Subsequent Test(s) SunGard executes updated procedures Implement recommended changes to the restoration processes and procedures identified by SunGard and update the MTP based on the results of the subsequent Test(s)
P P
P P
P A P
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Customer
As set forth in the Schedule, provide a specific list of servers, network and security devices for which procedures are to be written within the scope of the applicable Schedule or Addendum Schedule and conduct meetings/conference calls between SunGard and Customer to develop the procedures/scripts/roles and responsibilities needed for the MTP Engage in follow-up meetings/conference calls and provide required support to SunGard for the development of the MTP Develop draft /scripts for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services Define draft recovery test validation for the restoration of specific Servers, Applications, Network, and Security devices contracted for in the Schedule for Managed IT Services Schedule and conduct a conference call between SunGard and Customer to finalize and edit of the procedures/scripts roles and responsibilities defined in the MTP Deliver draft MTP to Customer for review Review draft MTP and provide requested changes to SunGard Incorporate requested changes into draft MTP Validate /scripts during scheduled Tests at the designated SunGard recovery center Update procedures based on the results of the Tests Notify SunGard within 72 hours of any changes to Customers environment out side of SunGards Change Management Procedures for Manage IT Services that may affect SunGards responsibilities in the and as defined in the MTP Maintain for SunGards responsibilities in the , updating them to reflect changes in Customer's primary SunGard facility where Managed IT Services are provided. If applicable, return updated to Customer no later than three (3) weeks after notice of change Maintain for Customers responsibilities in the MTP Store on SunGards Portal Assign a SunGard point of contact for the maintenance and on-going support of the and the periodic support of the MTP as defined in the Exhibit In the Schedule for Restoration Services for Managed IT Services, contract for the appropriate platforms and Test Period(s) needed to support the At-time-oftest (ATOT) and At-time-of-disaster (ATOD) restoration objectives for specific hardware configurations, Operating Systems, Applications and data.
P P
P P P P P P
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SunGard
Restoration Services for Managed IT Services - Responsibilities
P P
A P P

Restoration Services for Managed IT Services Responsibilities (continued)
Customer
In the Schedule for Managed IT Services, contract for Vaulting Services Restoration Option to facilitate the retention and accessibility of Data that will be used ATOT and ATOD at a SunGard Recovery Services Data Center Provide proof of appropriate Software Licensing for Customer-provided Applications and Operating Systems that will be used ATOT and ATOD As defined in the MTP, as Customer responsibilities, configure Network and Security devices/components at Customer location(s) to support connectivity to specific hardware configurations contracted for in the Schedule for Recovery Services. As defined in the MTP as Customer responsibilities, configure Software components for specific hardware configurations contracted for in the Schedule for Recovery Services As defined in the MTP as SunGard responsibilities, configure and restore the Operating Systems, applications and data on the specific hardware configurations contracted for in the Schedule for Recovery Services As defined in the MTP as SunGard responsibilities, execute application or DB activation on the specific hardware configurations contracted for in the Schedule for Recovery Services As defined in the MTP as SunGard responsibilities, execute on-going maintenance activities that include the application of transaction logs, journal updates, etc. related servers, network devices and applications on specific hardware configurations contracted for in the Schedule for Recovery Services As defined in the MTP as Customer responsibilities, execute defined test validation procedures on the specific hardware configurations contracted for in the Schedule for Recovery Services As defined in the MTP as SunGard responsibilities, execute defined test validation procedures on the specific hardware configurations contracted for in the Schedule for Recovery Services Erasure of data restored on the disk subsequent to a Test or recovery operation as defined in the Recovery Procedures. Customer acknowledges that erasure of all Customer data from the disk(s) must be done during the scheduled Test Period(s) Complete a post-Test report detailing the Test objective(s), accomplishment(s), test chronology, and open issues as well as recommended changes to improve/enhance future Test(s) Execute a post-Test conference call to review the report Update procedures as needed as per post-Test report
P P
A P
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SunGard
P P
Restoration Services for Managed IT Services Tasks

Restoration Services for Managed IT
Standard Lead-Time
Critical Lead-Time
Standard Tasks Update Procedures Recovery
Schedule Required
Description Update recovery procedures for responsibilities in Recovery Procedures SunGard additional
14 60 30
7 * 15 Y Y
Increase Recovery Procedures scope Decrease Recovery Procedures scope
Create new systems
recovery
procedures
for
Update Recovery Procedures to reflex the removal of SunGard responsibilities in Recovery Procedures
Immediate Tasks Execute SunGard responsibilities in MTP
Description As defined in the MTP, responsibilities ATOT/ATOD execute SunGard
* As agreed to by SunGard and Customer. Restoration Services for Managed IT Services - Delivery Notes & Limitations General SunGards Restoration Services for Managed IT Services provides for the restoration and validation of the operational status of specific systems managed by SunGard on a Managed IT Services Schedule and in association with operational equivalent systems on a Restoration Services for Managed IT Services Schedule. Restoration and validation of Customer managed hardware and/or Software needs to be contracted separately or is the responsibility of Customer. Customer must provide and make available to SunGard all license information related to Customer-provided Software which SunGard will need to use to deliver Restoration Services for Managed IT Services Services. SunGard will not start the restoration process defined in the Recovery Procedure Plan, until Customer-provided Software license(s) can be verified and authenticated.
Licenses
325
Section Five
Policies
326
SITE ACCESS POLICY

Overview SunGard has published this Site Access Policy to help ensure that the Services provided to our Customers are of the highest quality, and to help protect the privacy and security of our Customers, systems, and networks, while also encouraging responsible use, including compliance with applicable laws. The Policy is defined for those individuals who will require access to SunGard hosting Facilities and who are not SunGard employees. Visitors are defined as vendors, Customers or Customer agents who have received pre-authorized to access the Facility. All Visitors Must stop at the security desk, sign the visitor log and obtain a Visitors or Customer Pass. Must display a valid Visitors or Customer Pass in plain sight. Must submit to checking of all hand carried containers or hand carried electronic devices at the security desk (as required by SunGard), both upon arrival and at time of departure. Are restricted to the areas permitted by their Visitors or Customer Pass or otherwise permitted by escort. At no time may a Visitor touch, handle or intentionally come in contact with cabinets, Equipment, devices, cables or other property not owned by the Visitor or for which the Visitor does not have authorized agency. Visitors Accessing SunGard Customer Space Visitors must present a valid, government-issued photo ID and be authorized by their company to access the SunGard Customer Space. If our records indicate that you are not an authorized visitor you will not be granted access beyond the security desk. Site Emergency Immediately report all site emergencies such as smoke, fire, or other potentially dangerous conditions to the security desk. Do not attempt to handle Facility emergencies without the assistance of SunGard personnel. Familiarize yourself with posted Facility emergency exits. Avoid elevators. Report all suspicious behavior such as unauthorized access, missing or damaged property, or other potential security breaches to the security desk. Do not attempt to handle Facility security issues without the assistance of SunGard personnel. Obey all posted instructions and policies. Food & beverages are not permitted outside of designated areas or cafeterias. Smoking is not permitted anywhere inside the Facility. Customer Space must be kept clear of refuse, cardboard or any potentially hazardous material. SunGard will remove such materials if necessary.
Site Security
Site Conduct
327
ACCEPTABLE USE POLICY Overview This Policy applies to all Customers of SunGard Network/Internet Services (the Services), and supplements, but does not supersede, the Agreements that Customers have with SunGard. The Policy also applies, and should be communicated, to Customers customers and/or end users that utilize the Services through Customers. In the event of any conflict between a Customers Agreement and the Policy, the Policy will govern. SunGard has published this Acceptable Use Policy to help ensure that the Services provided to our customers are of the highest quality, and to help protect the privacy and security of our customers, systems, and networks, while also encouraging responsible use, including compliance with applicable laws. This Policy also describes types of use of the Services that are prohibited. SunGard may in its sole discretion determine whether a use of the Services is a violation of this Policy. SunGard in no way intends to monitor, control, or censor communications or content that Customer may acquire, transmit, or store on or via the SunGard Network, however, when we have knowledge of a violation of this Policy, we reserve the right to take such action as is necessary to address the violation, as referenced below. As used herein, Content shall mean all information made available, displayed, transmitted or retransmitted in connection with Customers use of the Services (including, without limitation, information made available by means of a "hot link", a third party posting or similar means) including all trademarks, service marks and domain names contained therein as well as the contents of any bulletin boards or chat forums, and, all updates, upgrades, modifications and other versions of any of the foregoing. Prohibited Uses The following are prohibited uses of the Services under this Policy. These descriptions are guidelines and are not intended to be comprehensive in nature. Illegal/Criminal Activity The Services may not be used in connection with any criminal or civil violations of local, state, provincial, federal, or international law, treaty, regulations, court order, ordinance, administrative rule, or other government requirements. Intellectual Property The Services may not be used to transmit, re-transmit, host or store any Content or to engage in any activity that infringes or facilitates the infringement of the intellectual property rights or privacy rights of individual, group or entity, including but not limited to any rights protected by any copyright, patent, trademark, trade secret, trade dress, right of privacy, right of publicity, moral rights or other intellectual property right now known or later recognized by statute, judicial decision or regulation.
328
Security Violations The Services may not be used in connection with any attempt to damage, violate, facilitate or assist in the violation of the security of any network, service, or other system, data or Software. Prohibited acts include, including, but are not limited to, hacking, cracking into, monitoring, accessing or using systems or networks without authorization; scanning ports; forging of any TCP/IP packet header or ay part of the header information an email or newsgroup posting; conducting denial of service attacks; and distributing viruses, time bombs, worms, zombies, cancelbots or other harmful Software computer program routines designed to damage, intercept or seize control of systems, Software or data. SunGard customers are responsible for maintaining the basic security of their systems to prevent use of their system in a manner which may result in a violation of this Policy, such as properly securing mail servers to prevent distribution of spam or other unsolicited commercial email (as defined below), and properly securing FTP servers to prevent illegal distribution of licensed Software. Customers also are responsible for implementing preventive or remedial actions on vulnerable or exploited systems to prevent continued abuse. Threats The Services may not be used to transmit, re-transmit, host or store materials Content that is of a threatening nature, including threats of death or physical harm, harassment, libelous, and or defamatory, invasive of privacy rights, or to provide information or assistance in causing or carrying out violence against any government, organization, group or individual. Offensive Content The Services may not be used to transmit, re-transmit, host or store for the distribution of offensive Content, including obscene, pornographic, indecent, and hateful materials. Spam Spam is an unacceptable use of the Services. Prohibited acts include, but are not limited to, any of the following activities: Posting a single message or messages similar in content, to more than five online forums or newsgroups. Posting of messages to online forums or newsgroups that violate the rules of the forums or newsgroups. Collecting the responses from unsolicited email. Sending any unsolicited email that could be expected, in SunGard' discretion, to provoke complaints. Sending email with charity requests, petitions for signatures, or any chain mail related materials. Sending unsolicited email without identifying in the email a clear and easy means to be excluded from receiving additional email from the originator of the email. Sending email that does not accurately identify the sender, the sender's return address, and the email address of origin. Using another sites mail server to relay mail without the express permission of the site.
329
Using the Services to violate an Internet Service Provider's acceptable use policy and/or terms of service. Sending emails that result in SunGard-provided IP address(es) being blocked or black-holed by third party spam protection related services.
Indirect Access A violation of this Policy by someone having only indirect access to the Services through a Customer or other user will be considered a violation by the Customer or other user, whether or not with the knowledge or consent of the Customer or other user. In addition, this Policy applies to any email or Content transmitted by you or on your behalf using a SunGard account as a mailbox for responses or promoting Content hosted or transmitted using the Services, or indicating in any way that SunGard was involved in the transmission of such email or Content. The resale of the Services is not permitted, unless expressly permitted in a written agreement with SunGard. Consequences Actual, suspected or alleged violations of this Policy may result in a demand for immediate removal of offending Content, immediate temporary or permanent filtering, blocked access, suspension or termination of the Services, or other action appropriate to the violation, as determined by SunGard in its sole discretion. When feasible, it is SunGard's preference to give notice so that violations may be addressed voluntarily; however, SunGard reserves the right to act without notice when necessary, as determined by SunGard in its sole discretion. SunGard may involve, and will cooperate with, law enforcement if criminal activity is suspected. Violators may also be subject to civil or criminal liability under applicable law. Refunds or credits are not issued in connection with actions taken for violations of this Policy. Incident Reporting Any complaints regarding violations of this Policy by a SunGard Customer should be directed to the SunGard Service Desk immediately at 1-800-441-1181. Where possible, include details that would assist SunGard in investigating and resolving the complaint (i.e. expanded headers and a copy of the offending transmission). SunGard may modify this Policy at any time, effective when posted to SunGard's Portal.
330
HOSTING USE POLICY

Overview SunGard has published this Hosting Use Policy to help clarify the use of Space and Power within SunGard Facilities and to help ensure that the Services provided to our Customers are of the highest quality, and to help protect the privacy and security of our Customers, systems, and networks, while also encouraging responsible use, including compliance with best practices and applicable local safety codes. This Policy applies to all Customers of SunGard Hosting Services (Space and Power offerings), and supplements, but does not supersede, the Agreements that Customers have with SunGard. The Policy also applies, and should be communicated, to Customers end users that utilize the Services through Customer. In the event of any conflict between a Customers Agreement and the Policy, the Agreement will govern. Common Hosting Only SunGard provided cabinets can be installed in common Hosting areas, where rows of contiguous cabinets are used by multiple Customers. Secure Cage and Secure Suite SunGard permits Customers to install free standing Equipment into their contracted Space (Secure Cage and Secure Suite offering only) provided that the Equipment and cage layout is pre-approved by SunGard (Data Center Manager) prior to contract execution. Number of AC Power Circuits per industry standard cabinet or equivalent floor Space. Due to the physical characteristics of industry standard cabinets and industry best practices, SunGard permits the following maximum combination of A-side and B-side AC power circuits: two one and one (2) A-side and B-side 120VAC 1-phase power circuits (1) A-side and B-side 120VAC 1-phase power circuits plus one (1) A-side B-side 220VAC 2-phase power circuits (1) A-side and B-side 220VAC 3-Phase power circuits
Combinations of power circuits not listed above are at the discretion of SunGard (Data Center Manager). Dedicated Fixed Camera SunGard permits Customers to install "fixed" lens cameras within their contracted Space (Secure Cage and Secure Suite offering only) provided that the cameras are pre-approved by SunGard (Data Center Manager) and point inward and do not show any common aisles or areas exterior to Customers Space. All cabling and installation must performed by SunGard.
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Services Guide 6.0.0 Appendix A Version 6.0.0 Modifications

Modifications This section will identify specific changes made to this document for any given version, between major point revisions. For minor changes (0.0.1 changes) no notification will be transmitted to the customer. For significant changes (0.1.0 level revisions) and for major rewrites (1.0.0 level changes) the customers will be notified of the revised document. Version 6.0.0 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. Pages 11-35 Edited to reflect new SunGard organization and processes for support All Pages Problem Reports renamed Incident Reports Pages 17-24 Shipping addresses updated and added Page 49 - information regarding Direct Attached Storage (DAS) added Pages 49-50 - examples of DAS devices have been added Page 50 Requirements for DAS have been added Page 53 - OS Hardening recommendations are provided as requested Page 71 Upgrades defined as point release upgrades Page 73 Recommended maintenance recommendations clarified Page 74 Upgrades defined as point release upgrades Page 80 Upgrades define as point release upgrades Page 81 References to SLAs removed from summary table Page 83 Technical and functional transport issues isolated Page 83 Batch restart rules, escallation responsibility added Page 83 Batch job restarts responsibility reassigned Page 85 Upgrades defined as point release upgrades Page 86 References to SLAs removed from summary table Page 87 Reassigned Metalink responsibilities Page 88 Removed critical batch job monitoring Page 88 Removed documentation of technical changes Page 89 Responsibilities for application level and database level user IDs/sessions are broken out Page 90 Upgrades defines as point release upgrades Pages 93-94 - E-mail Availability Service (EAS) added Page 95 Managed E-mail Archiving Service (MEAS) added Page 96 E-mail Protection Service (EPS) added Page 98 Removed text referring to ASM Page 98 Defined Microsoft Failover for Oracle Databases as unsupported Page 99 Added notes regarding MS SQL Clustering on virtualized servers Page 102 Clarifications for Managed SAP & Oracle EBS Services Page 129 Removed notification of critical patch alerts Page 130 Activity now archived for 90 days (was 30) Page 133 Activity now archived for 90 days (was 30) Page 135 Activity now archived for 90 days (was 30) Page 137 Removed notification of critical patch alerts Page 138 - Removed lines regarding VPN Patch and VPN Customer logs Page 139 Removed responsibility for monitoring application availability Page 139 Removed usage monitoring Page 141 Removed responsibility for monitoring application availability Page 140 Removed montioring critical patch alerts Page 144 Removed Managed two factor availability alerts Page 146 Removed Managed Access Services availabilty alert
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42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. Page 158 Refined definition of a transaction Page 164-165 Added Managed Virtual Server Replication Services Pages 165-166 Added Storage Replication Services - Hosting Pages 166-168 Added Storage Replication Services - Array-Based Replication: EMC SRDF Pages 169-171 Added Storage Replication Services - Array-Based Replication: IBM Global Mirror Pages 172-173 Added Storage Replication Services - Array Monitoring Pages 174-175 Added Storage Replication Services-Data Copy Management Services (Standard and Advanced) Pages 175-177 Added Secure2Disk Services Pages 285-287 Added Operating System Startup Services Pages 290-292 Added Full System Restoration Services Pages 296-300 Added Tivoli Storage Manager (TSM) / Symantec (Veritas) NetBackup (NBU) Startup Services Page 284 - Testing Services and Restoration Services for Managed IT Services renamed to Recovery Assistance Services. Pages 301-303 Added Network Startup Services Pages 304-307 Added Media Handling Services Pages 309-310 Added Technical Test Monitoring Services Page 312 Added Operating System Generation Maintenance Services (Mainframe Only) Pages 314-315 Added Network Control Program Maintenance Services (Mainframe Only) Page 315 Added Procedure Training Workshop Page 319 Added Recovery Procedure Documentation Services Pages 332-333 Added Changelog for version 6.0.0, deleted prior changelogs
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Services Guide 6.0.

Version 6.0.0, June 2009

Services Guide 6.0.0

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Managing Support Requests

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Atlanta, GA (1055 Spring Street)

Atlanta, GA (1033 Jefferson St)

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Carlstadt, NJ (410 Commerce Blvd)

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Denver, CO (Denver North)

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Houston, TX (Houston North 1)

Houston, TX (Houston North 2)

Irving, TX (W. John Frwy)

Irving, TX (4500 Fuller Dr.)

Services Guide 6.0.0 Shipping (continued)

Long Island City, NY

Mississauga, ON (Argentia Rd)

Mississauga, ON (City Center)

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Philadelphia, PA (401 N. Broad)

Philadelphia, PA (1500 Spring Garden)

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St. Louis, MO (Park 270 Drive)

St. Louis, MO (North Tucker Blvd)

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St. Paul, MN (605 N. Fairview)

Wood Dale, IL (Wood Dale 1)

Wood Dale, IL (Wood Dale 2)

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Root Cause Outage Analysis (RCOA)

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Determining Change Priority

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SERVICE DEFINITION EXAMPLES

Example Service Responsibilities

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