Altara Corporate

Supply Chain - Manufacturing & Distribution

Microsoft Business Network

Professional Services Automation

CRM

Analytics & Business Intelligence

Business Performance Measurement

Infrastructure

Networking Solutions

   Formerly DMS

  Business Integration Services

 

The service features below apply to the following applications: Exchange, Citrix, Oracle, SQL Server, IIS and Lotus Notes/Domino. All Application Monitoring services include the features of Altara's Server Management Silver service level.    Service Features Implementation Features Network Review Review network and application architecture and gather supporting documentation. Co-develop escalation matrix with customer contact.   Rapid Deployment Leverage Altara’s proven project management methodology to ensure customers experience monitoring benefits as quickly as possible.   Orientation Meeting Present Altara’s communication, change and escalation protocols. Deliver InfraMax Welcome Kit.   Account Team Assign engineering team with skill set matching customer environment.   Customer Portal Grant access to a customized web portal.   Management Station On-site management system that provides remote diagnosis and remediation capabilities.   Monitoring Services Availability Notification of application availability.   Key Metric Alerts Notification of important, application-specific threshold and high-watermark alarms. Altara has recommended best practices templates for all supported applications. These are customizable based on individual customer needs.   Process Monitoring Monitor critical application processes to ensure they are running.   Log Monitoring Provide surveillance of application-specific logs and generate alerts based on pre-defined log entries.   Automated Actions Implement self-healing actions that take place when pre-defined conditions are met. Actions such as deleting temp space when disks become full can be programmed and automated.   Performance Tools Provide access to tools that measure application user experience and alert on degraded performance.   Performance Reports Grant access to near-real-time application health reporting online.   Expert Analysis Deliver detailed analysis of application performance and health.   Management Services Patch Notification Email monthly notification of application vendor alerts and recommended patches or upgrades.   Vendor Management Track and manage vendor support contracts for managed applications.   Configuration Provide remote application re-configuration and modification based on change requests.   Remote Remediation Troubleshoot application problems remotely using remote-control solutions.   Service Level Offerings Features Bronze Silver Gold Platinum   Network Review ü ü ü ü Rapid Deployment ü ü ü ü Orientation Meeting ü ü ü ü Account Team ü ü ü ü Customer Portal ü ü ü ü Management Station ü ü ü ü   Availability ü ü ü ü Key Metric Alerts   ü ü ü Process Monitoring   ü ü ü Log Monitoring   ü ü ü Automated Actions   ü ü ü Performance Tools   ü ü ü Performance Reports   ü ü ü Expert Analysis     ü ü   Patch Notification     ü ü Vendor Management       ü Configuration       ü Remote Remediation        ü Monthly Charge $115 $155 $225 $260 Altara Networking Solutions will support applications on a single server. Multi-tier applications that require multiple platforms will require support on each platform. A one time up front enablement fee of $2,500 is charged to cover implementation costs such as initial account setup, system configuration, as well as the purchase of additional communication equipment. Telecommunications and hardware charges are not included and are the customer’s responsibility. Volume discounts are available from your sales representative. On-site hardware break-fix is available separately. Application availability can only be delivered if the application listens on specific ports for communication, such as port 25 for DNS.