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:
- Environment Monitoring
- Real-time monitoring of server hardware for performance and faulty hardware
- Real-time monitoring of the BusinessPlus and SQL Server application logs
- Real-time monitoring of Microsoft Windows ® operating system logs and resource utilization
- 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.
- Software Update Service
- Choice of automated or on-demand installation of all BusinessPlus version updates and upgrades, state and provincial reporting updates, and SQL Server updates
- Choice of automated or on-demand installation of all SIF agent updates and State Messaging Plugin updates
- Choice of automated or on-demand installation of all Microsoft Windows ® operating system-related updates and upgrades
- Choice of automated or on-demand installation of all server-related third party software updates.
- Offsite Data Backup and Disaster Recovery
- Automated nightly compression, encryption, and transfer of BusinessPlus and MS SQL database backup files to a remote location for 365 days of retention (or longer by negotiation)
- In the case of a disaster, temporary hosting of the BusinessPlus application for thirty (30) days on the TSG cloud platform
- Restoration of BusinessPlus in the TSG temporary hosting environment within 24 hours.
- Data and Server Migrations and Restorations
- Same-day restoration of corrupted environment using most recent backup
- Completion of planned server migrations to new physical or virtual hardware
- Choice of automated or on-demand refreshes of data to a non-production environment with no limit on the number of refreshes.
- Infrastructure Support
- Pro-active intervention and response to performance situations identified by our monitoring protocols
- Telephone and email escalations directly to TSG twenty-four hours/day Monday through Thursday, Fridays from Midnight to 9:00 PM, Saturdays from 4:00 AM to 6:00 PM, and Sundays from 4:00 AM to 6:00 PM and 9:00 PM to Midnight Pacific Time (excluding joint US and Canadian holidays and unless otherwise specified or negotiated)
- One-hour Service Level Agreement for responses to all EMS needs.
- Secondary/Non-Production Instance Coverage
- Installation and configuration of BusinessPlus and SQL Server on secondary servers
- Enrollment of secondary instances of BusinessPlus into monitoring, version administration, infrastructure support, and other elements of EMS
- Unlimited number of data refreshes from the production instance.
- SQL Server Database Optimization and Performance Tuning
- Initial and ongoing review of database configuration, systems component allocation, etc.
- Evaluation of risk of performance bottlenecks and SQL inefficiencies
- Prescription of corrective and optimal settings.
- Security Advisory Services
- Initial and ongoing evaluation of environmental asset security capability according to CIA triad for system and data
- Initial and ongoing threat assessment evaluation
- Reporting of findings and recommendations to establish and/or improve security capabilities.
- SSL Certificate Administration
- Review of SSL / TLS use and capability
- Procurement and provisioning of 2048-bit RSA key TLS 1.x certificate
- Configuration of SSL / TLS certificate for each specific client's site
- Integration into client instance of BusinessPlus and ongoing administration throughout three-year term.
