VMU will provide final approval with respect to plans to resolve and remediate security events and be financially responsible for the resolution and remediation of security events not caused by the acts or omissions of IBM Personnel;
VMU will. (1) allow IBM to install the Tools that may be required by IBM to provide the Services;
(2) provide the system and network capacity and connectivity required to support the Tools; (3) sign the appropriate vendor license agreement (including IBM’s), if required, for IBM to install Tools on VMU’s equipment and/or premises; and
VMU will. (1) assist IBM in developing the Inventory Plan and provide final approval of such plan no later than ten days before the first Facility inventory;
(2) at least ten days before each scheduled Facility inventory:
VMU will. (1) maintain and distribute a VMU contact list, including names and telephone, pager and fax numbers, for use by Help Desk staff to contact appropriate VMU personnel for problem determination assistance and escalation and ensure such personnel are available as required; (2) assist IBM in establishing Call prioritization guidelines and escalation procedures;
VMU will. (1) communicate the defined Standard Products and Services to End Users;
(2) ensure that End Users are authorized to request the Services including the dispatch of service personnel to provide on-site Services; and
(3) with respect to Nonstandard Products:
(a) provide all Level 1 support not designated as an IBM responsibility, and all Xxxxx 0 and Level 3 support;
(b) be responsible for the resolution and closure of any problems or questions referred to VMU by Help Desk staff; and
(c) provide training to IBM-designated staff and documentation (for example, scripts) on Nonstandard Products, as appropriate.
VMU will. (1) provide reasonable assistance to IBM in implementing the IMAC Services operational procedures including the development of an IMAC checklist that defines the completion criteria for each IMAC Service;
(2) provide to IBM, via the established procedures, an authorized IMAC Services request that clearly defines all IMAC requirements and includes all information reasonably requested by IBM;
(3) provide all required IMAC components (for example, hardware, software and any associated components) necessary to perform an IMAC;
(4) provide all required network capacity and connectivity;
(5) through the VMU Focal Point:
(a) coordinate the activities related to and the completion of all required facilities and telecommunications modifications before the scheduled IMAC date (for example, providing phone number changes); (b) at IBM’s request, provide the status on VMU-retained activities (for example, anticipated completion date of site modifications) related to or impacting an IMAC;
VMU will assist IBM in developing the procedures to be followed so that all planned and emergency changes affecting the environment are reviewed, approved, communicated and properly documented; and
VMU will provide IBM with operating system and operating system installation and customization requirements; (2) assist IBM in establishing a test and implementation plan before each operating system version upgrade;
VMU will assist IBM in developing procedures for handling all planned and unplanned outages affecting the middleware environment including review, approval, communication and proper documentation; and
VMU will provide VMU’s production batch scheduling requirements and procedures and any updates as they occur;
