Middleware Support Services Sample Clauses
Middleware Support Services a. IBM will provide support for the middleware, as set forth in Schedule G, Part I, Section 6, as follows:
1. provide monitoring of the software using WSI monitoring tools existing as of the Effective Date;
2. perform, with WSI assistance, software and infrastructure troubleshooting and problem detection;
3. implement software configuration changes/updates;
4. administer changes to application thresholds and processes being monitored;
5. perform any log file rotation, pruning, and archiving;
6. provide software support 24 x 7 for those systems designated as 24 x 7 coverage, otherwise during the Service Hours;
7. 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;
8. 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
9. provide problem solution documentation. 10. assist WSI with load testing and software performance tuning activities.
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.
Middleware Support Services a. IBM will provide support for the middleware, as set forth in Schedule G, Part II, Section 6, as follows:
1. provide monitoring of the software using WSI monitoring tools existing as of the Effective Date;
2. perform, with WSI assistance, software and infrastructure troubleshooting and problem detection;
3. implement WSI requested software configuration changes/updates;
4. administer changes to application thresholds and processes being monitored;
5. perform any log file rotation, pruning, and archiving;
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.
9. assist WSI with load testing and software performing tuning activities.