Custom Middleware Software Support Clause Samples

Custom Middleware Software Support a. IBM will provide Middleware support as described in this Section for the supported Middleware Software listed in Schedule C and according to the Monthly Support hours listed in Schedule C, Part IV, section 5.0, consisting of Websphere Business Integrator (WBI) and Websphere Application Server (WAS). IBM will: 1. Install and configure the Middleware Software per the directions provided by WSI or their contracted developers 2. provide monitoring of the Middleware software if required by using existing IBM provided and/or WSI monitoring tools 3. Assist WSI with troubleshooting and problem detection related to Middleware Software; 4. assist with performance tuning of the Middleware Software when requested; 5. provide Middleware software support 24 x 7 for those systems designated as 24 x 7 coverage, otherwise during the Service Hours; 6. install minor upgrades, as follows: (a) install vendor-provided fixes and/or patches; (b) install vendor-provided releases and upgrades where installation can be fully executed by a list of commands and does not include (i) reconfiguration or (ii) data migration; 7. perform the following pursuant to a PCR: (a) install releases or upgrades where such installations will include reconfiguration or data migration; (b) problem resolution for failures of vendor provided fixes and patches; and 8. provide problem solution documentation. b. WSI Responsibilities: 1. provide documentation on suggested performance-related parameter/configuration settings; 2. provide a single point of contact for all application software related issues; 3. retain ownership and management of application software end user ID administration, including password resets; 4. procure and keep current service contracts with the software manufacturer for maintenance and support including upgrades and updates/fixes. IBM will be named as a primary technical contact in the service agreement(s) for software supported by IBM; 5. provide the appropriate support information for WSI contact and software manufacturer support contact (e.g., IDs, contact names, telephone numbers, license numbers); 6. establish single point of contact with software manufacturer;