Enterprise Management Service (EMS)

Enterprise Management Service ("EMS") is the must-have comprehensive solution to the need to manage and maintain your self-hosted PowerSchool environment in the following areas:

 

  1. Environment Monitoring
  • Real-time monitoring of server hardware for performance and faulty hardware
  • Real-time monitoring of the PowerSchool and Oracle application logs
  • Real-time monitoring of Microsoft Windows® operating system logs and resource utilization
  • Real-time monitoring of virtualization hosts performance and utilization
  • Real-time monitoring of load balancer configurations
  • Monthly reporting of status and trending of performance, hard drive consumption, server uptime, and frequency of incidents and transactions.

 

  1. Software Update Service
  • Choice of automated or on-demand deployment of all PowerSchool, Oracle, and state and provincial reporting version updates and upgrades
  • Choice of automated or on-demand deployment of all SIF agent updates and State Messaging Plugin updates
  • Choice of automated or on-demand deployment of all Microsoft Windows® operating system and server-related third-party software updates
  • Choice of automated or on-demand deployment of all Individual Graduation Planner and Incident Management updates (for EMS clients in South Carolina only)

 

  1. Offsite Data Backup and Disaster Recovery
  • Automated nightly compression, encryption, and transfer of PowerSchool and Oracle files to a remote location for 365 days of retention (or longer by negotiation)
  • Same-day restoration of instance on-site or with TSG's hosting facilities
  • Up to thirty (30) days of temporary hosting if a disaster is invoked.

 

  1. 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 an unlimited number of automated or on-demand refreshes of data to a secondary instance.

 

  1. Non-Production ("Sandbox") Coverage
  • Installation and configuration of PowerSchool and Oracle on a self-hosted non-production server (if needed)
  • Enrollment of a single-server non-production instance of PowerSchool into monitoring, support, and other elements of EMS
  • Unlimited number of data refreshes from the production instance.

 

  1. SSL Certificate Administration
  • Procurement and provisioning of 256-bit military grade SSL certificate
  • Configuration of SSL certificate for each specific client's site
  • Integration into client instance of PowerSchool and ongoing administration throughout three-year term.
  1. Security Advisory Services
  • Review of architecture, configuration, versioning, credentials, and business logic of all security elements
  • Calculation or testing to determine the nature, likelihood, and severity of risks and threats.
  • Determination, publication, and fulfilment of measures to harden, secure, and correct the condition of environment.
  • Quarterly audit of system credential age, complexity, refresh rate, and other factors.

 

  1. Oracle Performance Tuning and Optimization
  • Review and evaluation of physical and virtual database server hardware and storage configurations
  • Review and evaluation of Oracle RMAN, Data-pump, Fast Recovery Area and other elements of data integrity strategies
  • Review and evaluation of Oracle Database Objects and Patch-set
  • Modification or optimization of Oracle Table and Index and other elements of tuning potential
  • Capture and completion of recommended and agreed-to configuration settings.

 

  1.  Infrastructure Support

  • Pro-active response and intervention to performance situations identified by TSG's monitoring protocols.
  • Telephone, email, chat, and Self-Service Portal escalations directly to TSG (twenty-four hours/day Monday through Thursday, Friday from 4:00 AM 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) regarding any concern or needs involving the PowerSchool infrastructure components such as hardware, virtualization, third party software configurations, and general performance.
  • One (1)-hour Service Level Agreement for responses to all needs during expansive hours of staffing
  • Interaction with TSG staff capable in eight different languages (including English, French, Spanish, and Mandarin).

 

  1. Unified Classroom
  • Prepare PowerSchool environment for Unified Classroom configuration
  • Perform Unified Classroom initial sync.
  • Configure VPN tunnel
  • Provide monitoring of VPN connection.
  • Apply PowerSchool version updates during Unified Classroom maintenance window. 

 

EMS:

  • Shifts responsibility for technical administration duties from the PowerSchool customer to TSG.
  • Reduces risk by ensuring a secure and reliable disaster recovery strategy.
  • Provides swift and efficient completion of all necessary updates to the application, database, and the infrastructure.
  • Hardens the PowerSchool infrastructure against security risks and threats by malicious actors.
  • Optimizes the performance of the database to ensure the very best outcome within the infrastructure.
  • Augment’s client resources including staffing, PowerSchool expertise, and information technology aptitude.
  • Reduces the total cost of ownership by reducing the staffing effort necessary to maintain and manage PowerSchool.
  • Leverages the unmatched experience, expertise, credentials, certification, training, and dedication of TSG staff.
  • Enables clients to focus their energy, effort, and attention on the use of PowerSchool functionality rather than its technical administration, and therefore, promotes greater capability.
  • Exceeds client expectation as evidenced by a 2017 Net Promoter Score of +83 (the second highest score in the world).