Operations as a Service Description

ENKI Operations as a Service (OaaS) is a monthly-billed service intended to allow you to operate enterprise-grade information technology services such as web sites, web services, Software-as-a-Service, or internally-focused IT services at the highest levels of reliability without requiring deep information technology knowledge, staffing, or operations expertise.

Summary

ENKI OaaS is offered in two types of plans: System Administration plans and Operations Services plans. You may engage ENKI for either plan type - or both - in different parts of your system’s architecture as necessary to achieve your objectives.

System Administration Plans address the need for ad-hoc system administration services in a rapidly changing customer-controlled environment with limited service quality goals such as a development environment, pre-production web service, or departmental computing setting. System administration plans are offered in packages including a set number of administrator hours at a significant discount.

Operations Services Plans offer you the benefit of ENKI’s background in enterprise IT management and software deployment to maintain production systems with the highest levels of uptime and predictability. These plans allow ENKI to take full responsibility for the uptime of your production systems by integrating software test and release processes, monitoring, and rapid incident response. Operations Services plans are priced in a manner similar to an insurance policy, based on the number and complexity of covered virtual appliances (instances).

Service Overview

• Planning, design, provisioning, maintenance and management of your AppLogic^TM Grid-based virtual private data center, or virtual private data center on select other cloud computing platforms.
• Advising you on and implementing the best application of VPDC benefits and features to meet your business need.
• Selection, deployment, and maintenance of standard or custom virtual machine images.
• Monitoring and response to hardware, system, and application service delivery interruptions per contracted SLA (Service Level Agreement) (may require additional monitoring services.)
• Response to performance and functionality problems, security violations, and KPI variances as contractually specified. Response includes adjusting resource allocation, configuration of the virtualized environment, architectural evaluation, software updates, infrastructure evaluation and communication with 3rd parties.
• Coordinating multiple vendors required for application delivery to provide high uptime and reliability.
• Root-level administration responsibility for virtual appliances, including deployment of application software updates.
• Management and execution of joint software release processes to the production (“live site”) environment and support during software releases.
• Creation of copies of your VPDC for development and test purposes.
• Design, setup and operation of backup services.
• Setup and operation of automatic system administration policies including auto-scaling, disaster recovery, backup and 5-nines reliability (where applicable.)
• Response to service requests and work orders submitted via phone, email or web response form per contracted terms. Response delivered by email or telephone.
• Participation in meetings for planning and incident response (may be limited by plan type.)

Standard Service Level Agreement

• ENKI will respond to prioritized service requests submitted via its Web-based support request forms or via email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it within the following timeframes. Prioritization is subject to ENKI verification.
  • Critical Issues (application down): 1 hour maximum, typical 15 minutes for acknowledgement and initiation of corrective action.
  • High Priority Issues (application performance severely impacted): 90 minute maximum, typical 45 minutes for acknowledgement and initiation of corrective action.
  • Medium/low priority issues: 8-hour, business-day (Pacific Time) acknowledgement. Response completed by specified due date in the absence of customer interaction.
• Requests made by telephone may result in longer or shorter response times due to possible level 1 support delays.
• Requests are routed to a primary support contact who will develop familiarity with your systems (not available in all plans.)