Operations as a Service DescriptionENKI 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
Standard Service Level Agreement
LimitationsInitial 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. Implementation of architectural requirements not supported by AppLogic is not included in OaaS service, however ENKI can provide these services together with OaaS at additional charge.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.
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