LifeSpan Assurance Plan

1. Peace of Mind Services

1. Monitoring - passive & active monitoring of the installation to detect potential and actual issue before they affect the customer
2. Diagnosis - immediately and rapidly find the source of a potential or actual issue
3. Corrective Action - systematically resolve the issue and report the resolution to the customer

2. Other Support Services

1. Engine Upgrade - systematically evaluate and apply relevant patches to the installed software
2. Help Desk - provide a reliable, efficient and cost-effective way for the customer to speak to us
3. Minor Configuration Change (MCC) - enable the customer to have configuration changes made to the delivered solution when they are needed

1.a Monitoring (Passive)

Automatic Alerts:

The configuration, receipt and processing of automatic system alerts. System alerts can be configured for a wide variety of source events, each mapped to a particular event handler. Built-in event handlers include custom logging, message dispatch (incl. email and SMS) and script invocation.

Delivery mechanisms:

Direct

• Automatic send via email/SMS from installed service to our support group

Indirect

• Automatic send via email/SMS from installed service to customer support group, or manual detection by customer support group
• Forwarded via email/SMS/voice to our support group

Indirect delivery is used for system events that originate from customer-specific monitoring systems or where direct alerting is disabled (e.g. host system has no mail-send capability)

Monitoring (Active)

A series of manual Health Checks of varying depths each performed at regular and irregular intervals. Each Health Check uses the Console tools, log file analysis and operating environment tools to detect issues.

A Health Check either passes, passes with warnings or fails. Any check that does not pass cleanly is automatically referred for diagnosis (see Diagnosis service below).

Health Check Frequencies:

• Regular -Daily, Weekly, Monthly, Quarterly, Annually
• Irregular - Random, On-demand (see Help Desk service below)

LifeSpan Assurance Plan

Health Check Categories:

* For critical collections, health check will include checking the logs of successful collections to check for signs of unusual activity:

• Re-try before success
• Un-expected warnings during results processing
• High/low variance in results statistics (e.g. unusually high number of records processed, etc.)
• Un-mapped records

1.b Diagnosis

Investigate any health check that failed
Investigate any health check that passes but raised warnings

Recommend action:

• No Action Required (NAR)
• NAR w/ Close Monitoring (keep an eye on it)
• Schedule Future Corrective Action (low urgency)
• Schedule Immediate Corrective Action (high urgency)

1.c Corrective Action

Execution

Execute recommended actions following problem diagnosis to correct a problem.

Possible activities include:

• Collector re-run and schedule adjustment
• User accounts update and access control adjustment
• Derived value re-calculation
• Data and model adjustments
• User interface definition adjustments
• Verification testing
• System re-start and warm-up
• Running backups
• Applying software patch
• Test to production change propagation

Reporting

Provide customer with full report of corrective action(s) taken including supporting diagnosis information (what, when, why and by whom).

Authority

Optional agreement for certain (non-invasive) diagnostic & corrective actions to be performed immediately, with minimal or no customer intervention required. For example perform the re-run of a failed collection because a source was offline once source is verified as back online.

Otherwise all diagnosis and corrective action activity must be explicitly authorised by the customer.

2.a Engine Upgrade

Standard software license provides access to latest upgrades to the engine software (including fixes and enhancements).

The Engine Upgrade service actively engages the customer to:

• Inform the customer of available patches and upgrades
• Recommend the upgrade based on relevance for the particular customer installation
• Obtain authority, schedule and perform the upgrade to the customer installation
• Provide full report to the customer of the upgrade process

2.b Help Desk

The Help Desk support interfaces with the "Peace of Mind" services to enable the customer to modify the Health Check procedure on an ad hoc basis, as follows:

• Add a specific Health Check to the next standard scheduled check list
• Increase the depth of a specific Health Check on the check list
• Increase the frequency of a specific Health Check on the check list

This enables the customer to tune the checking process on a continuous basis.

2.c Minor Configuration Change

The Minor Configuration Change (MCC) service enables a customer to request minor enhancements to their installed software configuration. The MCC service enables small but necessary changes to be promptly and systematically made to the solution without waiting for a "major" re-configuration window. This capability is key to ensuring the solution remains close fitted to the customer's needs throughout the system lifetime.

These enhancements are processed as follows:

• Estimate effort to implement the change
• Plan and schedule change
• Implement change
• Report result of change (including regression and acceptance test completion)
• Plan and schedule promotion of change into production
• Promote change into production
• Report result of promotion

MCC is restricted to a maximum of 25% of the LSA fees over the period.

Click here to download a PDF version of Flexeye LifeSpan Assurance Plan.