Enterprise Management Service (EMS)

[#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

• 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.
  
  

2. 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.
  
  

3. 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.
  
  

4. 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.
  
  

5. 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.
  
  

6. 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.
  
  

7. 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.
  
  

8. 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.
  
  

9. 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.

[#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

• 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.
  
  

2. 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.
  
  

3. 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.
  
  

4. 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.
  
  

5. 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.
  
  

6. 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.
  
  

7. 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.
  
  

8. 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.
  
  

9. 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.

[#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

• 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.
  
  

2. 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.
  
  

3. 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.
  
  

4. 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.
  
  

5. 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.
  
  

6. 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.
  
  

7. 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.
  
  

8. 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.
  
  

9. 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.