Operations as a Service Description

ENKI OaaS is a monthly-billed service intended to allow you to operate an enterprise-grade web or information based service based on Virtual Private Data Center technology without requiring deep information technology knowledge, staffing, or operations expertise.

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 appliances.
• Monitoring and response to hardware, system, and application service delivery interruptions per contracted SLA (Service Level Agreement).
• Monitoring and response to performance problems, security violations, and KPI variances as contractually specified. Response includes adjusting resource allocation, AppLogic configuration and Appliance troubleshooting, architectural evaluation, Appliance upgrades, infrastructure evaluation and communication with third parties.
• Coordinating multiple vendors required for application delivery to provide high uptime and reliability.
• Root-level administration responsibility for production virtual servers, 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.
• Joint design, setup and operation of backup services.
• Response to service requests and work orders submitted via email or web response form per OaaS contracted terms. Response delivered by email or telephone.

Standard Service Level Agreement

• System-down/hardware failure automatic recovery/restart: SLA provided by Hosting Service Provider, typically 5 minutes.
• Extended Hardware failure response, including hardware failure monitoring response: 24x7x365 acknowledgement and response initiation within maximum 2 hours, correction SLA provided by Grid Service Provider.  Custom Monitoring Service required for rapid response.
• Urgent support requests (questions, problem reports, urgent monitoring notifications): 24x7x365 acknowledgement within 4 hours, work completed ASAP. Every effort will be made to provide prompt service.
• Normal support requests (questions, problem reports, work orders, non-urgent monitoring notifications): 4 hour business-day (PST) response.
• Shorter response timeframes available on request.

Limitations

Initial adaptation of your application architecture to the VPDC environment, including AppLogic Appliance development, is charged as a setup fee.

Support for pre-existing non-ENKI/non-3Tera Appliances; development of new Appliances; and upgrades, enhancements, or rearchitecting of Appliances is not included in OaaS service unless previously approved by ENKI.  These services are charges at ENKI standard consulting rates.

Operations service responsibility is accepted by ENKI after customer verifies and accepts installation and setup. 

Automatically initiating response to failures requires subscription to appropriate ENKI Custom Monitoring Service. 

Development of custom monitoring plugins, including SNMP monitors required to meet KPI metrics, as well as KPI setup beyond standard AppLogic monitoring capabilities are not included in OaaS service and are available at extra charge with our Custom Monitoring Service.

ENKI is not responsible for customer-created or customer-owned application software including downtime due to software defects or misconfiguration, or any application software development, debugging, testing, or version management.  However, ENKI offers consulting services to address these concerns.

ENKI cannot guarantee a single system SLA unless ENKI virtual private datacenter services are included in your contract. In other cases, ENKI can only offer an SLA for initiating resolution with your Grid Service Provider.

Grid provisioning and maintenance services depend on ENKI being given full access to your Grid, and additionally may require Grid Maintainer and Aldo Server access.

OaaS fees are based on ENKI retaining exclusive root privileges to production environments.  ENKI will make every effort to give you access to your database and applications without root access.

OaaS services include 0, 2, oe 4 hours of software release participation per month for each production Appliance, depending on Appliance category.  Release participation must be scheduled in advance.  Additional release support available at ENKI standard rates.

OaaS services include 1 hour of VPDC design, creation, or reconfiguration labor per contracted Appliance per month.  Additional VPDC maintenance labor is available at ENKI standard consulting rates.

Customer is responsible for charges for any third-party software (including backup software), remote storage, or other third-party services.

Customer is responsible for providing third-party software and access to third-party software support.  Customer must notify ENKI of any desired software updates.

Deployment of updates may require additional resources to be allocated for a copy of your application in order to meet your uptime requirements.