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Cayenta Managed Services – Schedule “A” <br /> <br /> Cayenta, A Division of N. Harris Computer Corporation Page 6 <br /> <br />Table of Services <br />Standard Managed Services <br />The Standard Managed Services offering includes Application and Database Administration Services for <br />Cayenta Core Products and Application Services for Cayenta Add-On Products. <br />Core Products <br />Cayenta Core products are defined under the Cayenta Products sub-section of the Overview. <br />Application Services <br />Application Services – Core Products <br />Frequency <br />Comment Da <br />i <br />l <br />y <br /> <br />We <br />e <br />k <br />l <br />y <br /> <br />Mo <br />n <br />t <br />h <br />l <br />y <br /> <br />Qu <br />a <br />r <br />t <br />e <br />r <br />l <br />y <br /> <br />An <br />n <br />u <br />a <br />l <br />l <br />y <br /> <br />As <br /> <br />R <br />e <br />q <br />u <br />i <br />r <br />e <br />d <br /> <br />AVAILABILITY AND PERFORMANCE MONITORING <br />In order to ensure the availability and performance of your application, CMS monitors your system components. CMS <br />utilizes tools that test the availability of your system components and alert the Cayenta Technical Consultants in the event <br />of a problem. Services included: <br />Troubleshooting and triaging of errors, warnings and <br />alerts Y <br />Diagnose and resolve application performance problems <br />reported Y <br />Log all application problems and report on problems and <br />problem resolution status Y <br />Diagnose and assist in resolving application availability Y <br />Support diagnosis of application to database <br />connectivity issues Y <br />Problem resolution for application specific patches Y <br />MAINTENANCE <br />CMS performs regular maintenance to ensure that the Applications are healthy. Services included: <br />Applicable to Any Core Product <br />Archive application, API, batch queue and web server <br />logs Y <br />Purge application, API, batch queue and web server <br />logs Y Default 30 Days <br />Retention <br />Restart Cayenta (CU) API Service Y <br />Archive and purge job process logs Y <br />Specific to Reporting (Cognos) <br />Archive old reports Y <br />Purge reporting software logs Y