Maintenance Description

Maintenance provided by Adage is restricted and limited to telephone assistance for software related problems; the distribution of all released software updates and product bulletins as made available by applicable vendors; and dial-up diagnostic support where applicable. Telephone assistance will be provided with a one (1) hour response time. Maintenance is strictly vendor specific. Service extending beyond the scope of Maintenance will be charged at a base rate per hour.

The Adage Advantage

• Dedication to the customer and the problem throughout the ticket life cycle
• Ability to provide support and services for a number of products, not just a single vendor
• Complete library of a customer’s design and updates after resolving all tickets
• Close relationship with vendors that allows for quicker response and escalation
• Strategic planning based on an understanding of business issues
• Provide industry experts 7x24
• Determine value of the service to the customer
• Anticipation of customer requirements
• We make your network our business so you can focus on your business

The Adage Offerings

Adage offers a variety of support services to allow company’s the flexibility in choosing the support program most suitable to their business needs. The support services Adage provides are as follows:

1. Systems Health Check
   • Analyze current architecture on all application components and modules
   • Analyze and adjust as necessary data processing, storage and presentation
   • Upgrade or install and migrate platform to latest supported revision level
   • Verify and apply necessary O/S and application patch levels
   • Validate and verify best practice configurations and settings for application
   • Verify licenses and correct installation
   • Compile and incorporate any additional MIBs
   • Check and adjust grouping of elements for optimal viewing
   • Baseline environment.
   • Free one-hour call per month
   
   Netcool Health Check also includes:
   • Convert and configure JEL’s (Java Event Lists) to new Netcool WebTop architecture
   
   Concord Health Check also includes:
   • Verify and adjust scheduled jobs, conversations, reports and database backups
   • Verify all elements are being polled
   
   HPOV Health Check also includes:
   • Develop any necessary discovery filters or seed files
   • Evaluate Maps and Sub Maps
   • Update event views per user
   
   
2. Pay per Call Support
   • Provides the option to pay as you place a call
   • Payment can be made by PO or Credit Card
   • Discounted prices up to 4 hours, after which time the daily rates will apply
   • First hour each month is free if Health Check is performed
   
   
3. One-hour free call per month
   • As part of the Health Check package, it allows for one hour of phone support per month, on any product outlined in the Support Services Agreement * as drafted upon conclusion on the Health Check
   • As part of the 5x8 package, it allows for one hour of phone support per month for products not outlined in the Support Services Agreement
   
   * Support of products not listed in the Support Services Agreement is available on a time and materials basis. Discounted prices may apply, depending on the level of support needed as agreed upon by Adage and the customer.
   
   
4. Discounted price on Daily Rates
   • Adage offers discounted prices on daily rates. **
   
   ** Daily rates are dependent on the type of support needed.
   
   
5. Pre-Paid Services
   • Adage offers price packages for pre-purchased support.
   
   
6. Performance Monitoring
   • Periodic review of network performance as compared to an established set of baseline standards

Escalation Procedures

The following is the baseline escalation procedure used by Adage when working on support tickets. The nature of the ticket and the severity of the problem will dictate the speed of escalation. The times outlined below are guides.

1st level – The customer calls Adage’s Help Desk at 866-59-ADAGE (866-592-3243) and provides description of problem(s) and ticket # is provided. Critical tickets will escalate to 3rd level immediately.

2nd level – Level 2 engineer calls customer within the 1st hour. They will begin troubleshooting. If the ticket is resolved, it is closed. If the engineer deems he needs assistance, he will escalate to 3rd Level within 4 hours of initial call to the customer. The customer is provided with updates every 2 hours, minimum.

3rd level – If the 2nd level engineer does not determine a resolution, the 3rd level will be notified and work with the 2nd level to resolve the ticket. If the ticket is resolved within 4 hours, it will be closed. The 3rd level engineer will escalate to the vendor, if appropriate, after 4 hours, or 8 hours from initial call to customer. Critical tickets will escalate directly to 3rd level. The customer is provided with updates every 2 hours.

4th level – The vendor will be notified within 8 hours of initial call to the customer. Adage will continue to work with the vendor until resolution, at which time the ticket will be closed. When escalated to the vendor, Adage is dependent upon the vendor for resolution and can only maintain contact with the vendor and update the customer until there is a resolution.

5th level – If the customer feels the response or actions are not appropriate or would like to escalate to management, they can call Adage at 678-221-2000 and ask to speak to the Director of Support, or the Director of Engineering.