Information Technology Support Service (ITSS)

[#1]

Information Technology Support Service (ITSS) is a comprehensive solution that manages and maintains the Client’s self-hosted supported PowerSchool environment in the following areas:

1. Environment Monitoring

• Real-time monitoring of server hardware for performance and faulty hardware
• 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

2. Infrastructure Support

• Pro-active response and intervention to performance situations identified by our monitoring protocols.
• Telephone and email escalations directly to TSG 12 hours Monday through Fridays from 5:00 AM to 5:00 PM Pacific Time (excluding joint US and Canadian holidays and unless otherwise specified or negotiated). regarding any concern involving the PowerSchool Product infrastructure components such as hardware, virtualization, third party software configurations, and general performance. 
• One (1)-hour Service Level Agreement for responses to all needs.

[#2]

Information Technology Support Service (ITSS) is a comprehensive solution that manages and maintains the Client’s self-hosted supported PowerSchool environment in the following areas:

1. Environment Monitoring

• Real-time monitoring of server hardware for performance and faulty hardware
• 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

2. Infrastructure Support

• Pro-active response and intervention to performance situations identified by our monitoring protocols.
• Telephone and email escalations directly to TSG 12 hours Monday through Fridays from 5:00 AM to 5:00 PM Pacific Time (excluding joint US and Canadian holidays and unless otherwise specified or negotiated). regarding any concern involving the PowerSchool Product infrastructure components such as hardware, virtualization, third party software configurations, and general performance. 
• One (1)-hour Service Level Agreement for responses to all needs.

[#3]

Information Technology Support Service (ITSS) is a comprehensive solution that manages and maintains the Client’s self-hosted supported PowerSchool environment in the following areas:

1. Environment Monitoring

• Real-time monitoring of server hardware for performance and faulty hardware
• 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

2. Infrastructure Support

• Pro-active response and intervention to performance situations identified by our monitoring protocols.
• Telephone and email escalations directly to TSG 12 hours Monday through Fridays from 5:00 AM to 5:00 PM Pacific Time (excluding joint US and Canadian holidays and unless otherwise specified or negotiated). regarding any concern involving the PowerSchool Product infrastructure components such as hardware, virtualization, third party software configurations, and general performance. 
• One (1)-hour Service Level Agreement for responses to all needs.