Managed Server. A Server is a machine with a Server Operating System that has our remote management & monitoring software (Agent) installed on it or a device that can be remotely connected to through our screen sharing system. Server counts for services are captured once per month and the Server has been turned on at least once that month.
Managed Server. The Manager Server consists of the Server and Services provided by MEDecision to support the Product. MEDecision will perform the following tasks:
1. Install and configure hardware, which is procured and paid for by MEDecision unless otherwise specified in an Appendix, Schedule or Exhibit hereto.
2. Integrate hardware into MEDecision monitoring environment- Internet Control Message Protocol (ICMP), CPU, disk, hardware components).
3. Install cables between devices.
4. Provision the infrastructure specific operating systems.
5. Define and configure operating systems monitoring to (1) monitor network connectivity, network devices, or server hardware and (2) gather performance data.
6. Apply required operating system patches or modifications after notifying Customer of such need including the risks of applying, or not applying, patches to the production environment.
7. Test application stability.
8. Create the necessary segregated environments for the Customer to have a test, training and production environment. Segregation will allow for updating of specific environments including layered products.
9. Perform security review prior to system launch which consists of:
a. Configurations and settings check during initial server build
b. Audit of password integrity
10. Server hardening:
a. Install only required operating systems components
b. Install MEDecision patches as mutually agreed upon by the parties and as required to maintain compliance with all laws, rules and regulations, including but not limited to any laws, rules and regulations set forth in the Business Associate Agreement executed between MEDecision and Customer.
c. Set passwords and access control
d. Disable unnecessary network and system services
e. Limit network services that run under the root account
f. Enable account management and customer access to the maintenance utilities for use in configuring and maintaining the application g. Set up Customer administrator accounts within the application h. Enable read-only access to Cache Database
1. Repair faulty server hardware; if necessary, reinstall and restore the operating systems and associated patches.
2. Apply MEDecision required patches. Certain patches are required to be installed and other patches are installed only if approved by Customer.
3. Operating system security patch management.
4. Monitor relevant vendor and industry bulletins for security-related patch alerts and the other hardware and software components of the system.
5. Evalu...
Managed Server. Any variation to the Service Times shall be defined in the Service Order. Response times are a goal and not a guarantee. Incidents reported outside Service Times will be deemed to be received at the start of the next Service Time period. Managed Server covers physical server and virtual server devices only. Devices must be running Microsoft or Enterprise versions of Linux operating system. Support will cover mainstream operating systems that are in support by the manufacturer as well as common Microsoft applications such as Microsoft Exchange Server. Consumption of any Supplier Managed Service may require a Remote Monitoring Agent be installed on devices. It may not be possible to provide this service if the agent is declined, tampered with or removed. This agent will remain the property of the Supplier at all times. Incidents may be logged via email, web portal or telephone or any other method provided by the Supplier during the term of the contract. High priority incidents (P1/P2) must be logged via telephone to ensure the relevant SLA is assigned. Incidents logged via any other means will initially be classified as a P4. After discussing the incident with the Customer, a mutually agreed priority will be assigned to the incident. The Supplier reserves the right to adjust the priority of the incident as it sees fit throughout the duration of the incident. All Managed Server support is remote only. Should the incident not be resolvable remotely, the Supplier will use its reasonable endeavours to provide an engineer on the Customer’s site. If the Customer does not subscribe to an on-site support service via a Service Order, then such site visits may be chargeable. If the incident is as a result of hardware failure, the Supplier will liaise with the hardware manufacturer to provide a repair, provided the Customer has purchased an extended warranty for the hardware. For any device that does not have an extended warranty, the cost of any repair/replacement will be the responsibility of the Customer and the SLA’s will not apply. Incidents will be classified as P4 if hardware cover is not in place. The Supplier will perform automated operating system patching of Microsoft Windows Server devices and Linux Enterprise devices (where possible). Devices must be connected to the Customer’s network to facilitate automated patching. The Customer is responsible for testing of all patches to ensure their compatibility with other Customer software and notify the Supplier p...
Managed Server. C2M Managed Server Services provide management of the Server hardware and associated Operating System layer for either a physical or virtual Server provided by C2M. Administrator on a day to day basis until resolution in accordance with the SLA.
Managed Server. The service agreement contains the following: • Complete management on BSD server • Updates and debugging of minor critical software issues in the period of time between 08.30 am and 04.00 pm Monday to Friday. • Debugging of service-interruptive software issues in the other periods of time.
