Confidential

OKAPI EPIC

OKAPI SaaS
APIGEE

Application Name

R
R
S1
Production Support and Maintenance

Legend
R
R
S2

Maintenance Change
R
R
S3

Problem and Change Management

R
R
S4

User Support
R
R
S5

Operation Support
R = Required (Fixed Price)
O
O
S6

Maintaining Inventory Data

O = Optional (Prioritised T&M)
O
O
S7

Business Continuity - disaster response

O
O
S8

App System Recovery - recovery

Bug-Fix Service Set

R
O

Production control & scheduling

R
O

Data archiving and purging

O
O

Audit and compliance support

O
O

Regulatory support
O
O

Decommissioning Apps

3/22/2017
R
O

Software upgrades & currency

Reduced Service Set

O
O

Application Capacity Planning

R
O

Maintaining Documentation
PS SOW Service Sets Review - OKAPI

O
O

Ongoing Tuning and Cost Reduction

O
O

Training
O
O

Sales Activity Support

O
O

Business Continuity - planning & testing

O
O

App System Recovery - planning & testing

S9 S10 S11 S12 S13 S14 S15 S16 S17 S18 S19 S20 S21
Full Service Set

H1

24x7
16x5
Hours
Support

Yes
Yes
PROD

Yes
Yes
PROD

Yes
Yes
PROD
SUPP TEST SUPP DEV

Yes
Yes
SLA's

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