BusinessPlus Enterprise Management Service

[#1]

To assist you with the management of BusinessPlus, the Technical Solutions Group (“TSG”) offers the Enterprise Management Service (“EMS”).  EMS is a comprehensive solution that manages and maintains your self-hosted BusinessPlus environment while allowing you to retain complete ownership, control, access, and integration capability.  The scope of EMS includes the following.

1. Environment Monitoring

• Near real-time monitoring of server hardware for performance and faulty hardware
• Near real-time monitoring of the application and database logs
• Near real-time monitoring of Microsoft Windows operating system logs and resource utilization
• Near real-time monitoring of virtualization hosts performance and utilization
• Monthly reporting of status and trending of performance, hard drive consumption, server uptime, and frequency of incidents and transactions

2. Software Update Service

• On-demand deployment of all application releases including compliance reporting version updates and upgrades 
• On-demand deployment of all application-related software updates to the database
• Automated or on-demand deployment on-demand deployment of all Microsoft Windows operating system updates
• On-demand deployment of VMware ESX/ESXi updates (if applicable)
• On-demand deployment of application-requisite software to the servers identified herein as determined by TSG and as appropriate
• On-demand deployment of Cognos updates (if applicable)

3. Offsite Data Backup and Environment Refresh/Restoration

• Automated nightly compression, encryption, and transfer of application and database files to a remote location for long-term retention as scheduled herein.
• On-demand refreshes of data to a non-production environment with no limit to the number of refreshes
• Completion of planned server migrations to new physical or virtual hardware
• Same-day initiation of restoration of corrupted environment using most recent backup

4. Disaster Recovery

• In the event of a disaster, temporary hosting of the application and database for thirty (30) days on the TSG cloud platform
• Same-day initiation of restoration of application in the TSG temporary hosting environment
• One (1) test per twelve-month EMS term to evaluate disaster recovery protocol, RTO/RPO, and temporary hosting solution

5. Infrastructure Support

• Pro-active intervention and response to performance situations directly with TSG during expansive hours seven (7) days a week
• One-hour Service Level Agreement for response to all EMS needs

6.   SQL Server Database Optimization and Performance Tuning

• Review and evaluation of physical and virtual database server hardware and storage configurations
• Review and evaluation of database settings and configuration and other elements of data integrity strategies
• Review and evaluation of database tables and index definitions
• Modification or optimization of database table and index and other elements of tuning potential
• Capture and completion of recommended and agreed-to configuration settings

7.   Security Advisory Service

• Review of architecture, configuration, versioning, credentials, and business logic of all pertinent security elements
• Evaluation of the nature, likelihood, and severity of risks and threats
• Determination, prescription, publication, and fulfillment of measures to harden, secure, and correct the condition of environment

8.   SSL Certificate Administration 

• Procurement and provisioning of 256-bit military grade SSL certificate
• Configuration of SSL/TLS certificate for each specific client's site 
• Integration into client instance of application and ongoing administration throughout EMS term

[#2]

To assist you with the management of BusinessPlus, the Technical Solutions Group (“TSG”) offers the Enterprise Management Service (“EMS”).  EMS is a comprehensive solution that manages and maintains your self-hosted BusinessPlus environment while allowing you to retain complete ownership, control, access, and integration capability.  The scope of EMS includes the following.

1. Environment Monitoring

• Near real-time monitoring of server hardware for performance and faulty hardware
• Near real-time monitoring of the application and database logs
• Near real-time monitoring of Microsoft Windows operating system logs and resource utilization
• Near real-time monitoring of virtualization hosts performance and utilization
• Monthly reporting of status and trending of performance, hard drive consumption, server uptime, and frequency of incidents and transactions

2. Software Update Service

• On-demand deployment of all application releases including compliance reporting version updates and upgrades 
• On-demand deployment of all application-related software updates to the database
• Automated or on-demand deployment on-demand deployment of all Microsoft Windows operating system updates
• On-demand deployment of VMware ESX/ESXi updates (if applicable)
• On-demand deployment of application-requisite software to the servers identified herein as determined by TSG and as appropriate
• On-demand deployment of Cognos updates (if applicable)

3. Offsite Data Backup and Environment Refresh/Restoration

• Automated nightly compression, encryption, and transfer of application and database files to a remote location for long-term retention as scheduled herein.
• On-demand refreshes of data to a non-production environment with no limit to the number of refreshes
• Completion of planned server migrations to new physical or virtual hardware
• Same-day initiation of restoration of corrupted environment using most recent backup

4. Disaster Recovery

• In the event of a disaster, temporary hosting of the application and database for thirty (30) days on the TSG cloud platform
• Same-day initiation of restoration of application in the TSG temporary hosting environment
• One (1) test per twelve-month EMS term to evaluate disaster recovery protocol, RTO/RPO, and temporary hosting solution

5. Infrastructure Support

• Pro-active intervention and response to performance situations directly with TSG during expansive hours seven (7) days a week
• One-hour Service Level Agreement for response to all EMS needs

6.   SQL Server Database Optimization and Performance Tuning

• Review and evaluation of physical and virtual database server hardware and storage configurations
• Review and evaluation of database settings and configuration and other elements of data integrity strategies
• Review and evaluation of database tables and index definitions
• Modification or optimization of database table and index and other elements of tuning potential
• Capture and completion of recommended and agreed-to configuration settings

7.   Security Advisory Service

• Review of architecture, configuration, versioning, credentials, and business logic of all pertinent security elements
• Evaluation of the nature, likelihood, and severity of risks and threats
• Determination, prescription, publication, and fulfillment of measures to harden, secure, and correct the condition of environment

8.   SSL Certificate Administration 

• Procurement and provisioning of 256-bit military grade SSL certificate
• Configuration of SSL/TLS certificate for each specific client's site 
• Integration into client instance of application and ongoing administration throughout EMS term

[#3]

To assist you with the management of BusinessPlus, the Technical Solutions Group (“TSG”) offers the Enterprise Management Service (“EMS”).  EMS is a comprehensive solution that manages and maintains your self-hosted BusinessPlus environment while allowing you to retain complete ownership, control, access, and integration capability.  The scope of EMS includes the following.

1. Environment Monitoring

• Near real-time monitoring of server hardware for performance and faulty hardware
• Near real-time monitoring of the application and database logs
• Near real-time monitoring of Microsoft Windows operating system logs and resource utilization
• Near real-time monitoring of virtualization hosts performance and utilization
• Monthly reporting of status and trending of performance, hard drive consumption, server uptime, and frequency of incidents and transactions

2. Software Update Service

• On-demand deployment of all application releases including compliance reporting version updates and upgrades 
• On-demand deployment of all application-related software updates to the database
• Automated or on-demand deployment on-demand deployment of all Microsoft Windows operating system updates
• On-demand deployment of VMware ESX/ESXi updates (if applicable)
• On-demand deployment of application-requisite software to the servers identified herein as determined by TSG and as appropriate
• On-demand deployment of Cognos updates (if applicable)

3. Offsite Data Backup and Environment Refresh/Restoration

• Automated nightly compression, encryption, and transfer of application and database files to a remote location for long-term retention as scheduled herein.
• On-demand refreshes of data to a non-production environment with no limit to the number of refreshes
• Completion of planned server migrations to new physical or virtual hardware
• Same-day initiation of restoration of corrupted environment using most recent backup

4. Disaster Recovery

• In the event of a disaster, temporary hosting of the application and database for thirty (30) days on the TSG cloud platform
• Same-day initiation of restoration of application in the TSG temporary hosting environment
• One (1) test per twelve-month EMS term to evaluate disaster recovery protocol, RTO/RPO, and temporary hosting solution

5. Infrastructure Support

• Pro-active intervention and response to performance situations directly with TSG during expansive hours seven (7) days a week
• One-hour Service Level Agreement for response to all EMS needs

6.   SQL Server Database Optimization and Performance Tuning

• Review and evaluation of physical and virtual database server hardware and storage configurations
• Review and evaluation of database settings and configuration and other elements of data integrity strategies
• Review and evaluation of database tables and index definitions
• Modification or optimization of database table and index and other elements of tuning potential
• Capture and completion of recommended and agreed-to configuration settings

7.   Security Advisory Service

• Review of architecture, configuration, versioning, credentials, and business logic of all pertinent security elements
• Evaluation of the nature, likelihood, and severity of risks and threats
• Determination, prescription, publication, and fulfillment of measures to harden, secure, and correct the condition of environment

8.   SSL Certificate Administration 

• Procurement and provisioning of 256-bit military grade SSL certificate
• Configuration of SSL/TLS certificate for each specific client's site 
• Integration into client instance of application and ongoing administration throughout EMS term