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Systems engineering support contracts

Our support contracts are designed to provide our Customers with a "lifeline" for the continuous operation of their complicated and highly intricate systems, as a function of availability and expected response time, allowing colleagues to perform the daily operative routines, with the various issues of increasing complexity being handled by an external, second or third level support engineer under contract, in simultaneous collaboration with the operations staff.

The great advantage of support contracts is that not only does this option allow for speedy response times, but thanks to our company's monitoring systems and well-established, continuously operating on-call arrangement, most problems get resolved before they could cause any disruption to normal workflow or before users would experience any failure.

A further benefit is that WSH involves not only one specialist but all the other experts employed by the company during the performance of a support contract, so that our Customers will receive integrated support for the operation of the entire complex system.

 Areas typically covered by support contracts

Application infrastructure – Microsoft, Linux and virtual environments, IBM, HP, Lenovo, Fujitsu hardware devices, management of backup creation, backup restore and archiving

Network infrastructure – Active network elements, firewalls, WiFi network (Juniper, Fortinet)

Endpoint protection, IT security – Symantec Endpoint Protection, Messaging Gateway, Control Compliance Suite, DLP and SIEM systems

Activities covered by the support contracts

The contracts generally provide for system engineering, operations and IT security support for the operation of Microsoft or Linux-based servers installed at the Customer's premises in order to ensure the continuous operation of the applications. Support for related systems includes support services for the Customer's basic infrastructure and database, which form the server-side infrastructure for the custom systems.

An integral part of the support activities involves the installation of fixes, HotFixes and other patches from vendors, as well as the preliminary testing of their installation to assess their impact on the functionality of the custom systems. For any custom systems (third party software and hardware), testing should be performed prior to each installation.

Testing is also recommended both at the infrastructure level and in terms of the functionality of the particular application. The testing service, together with its methodology, is provided by our company, but in all cases it will be ordered by the Customer's contact person as designated in the contract, who also has the responsibility to assign the task of conducting the tests. However, if there are no free internal resources available for this, our company will carry out the testing in a documented form.

Preventive consultation, analysis

Our Technical Contact is available for on-site consultation with both the Customer's specialists and corporate management. This service allows for a detailed and comprehensive preliminary impact and risk analysis of the planned changes to the Customer's system, in order to identify and prevent potential problems well in advance.

Virus protection and spam filtering of supported systems, IT security

This support activity includes antivirus support for Microsoft or Linux-based servers, support for spam filtering and the fine-tuning of filters, as well as support for endpoint protection, firewalls, custom IT security solutions (SIEM, DLP, WAF, etc.).

Remote monitoring, system monitoring

Our experts can provide management for the Customer's system remotely via a secure and well-controlled VPN (Virtual Private Network) connection, the design of which complies with data security requirements. This is necessary because problems often occur in a characteristic fashion after working hours or on days off, rather than during working hours, in which case physical access to the servers is either not possible or is difficult to arrange. The option for remote access to the servers during working hours also makes troubleshooting significantly faster and more efficient. While performing their daily responsibilities associated with remote monitoring, our specialists regularly check the operating parameters of the Customer's IT system, and if deviations from the normal values are detected, they immediately start intervention.

System-level consulting, on-site support, training

Our specialists (consultants, system engineers, service engineers, trainers) are at the Customer's disposal to help find solutions to day-to-day operational problems, and participate in the development, preparation, design and implementation of system and operational processes, as well as contribute to the preparation of professional documentation (studies, development concepts, tenders, system plans, operating policies, etc.) and the training of users and system administrators.

Support in the resolution of day-to-day operational problems additionally includes the containment and documenting of faults as well as the reporting of hardware failures to the appropriate vendor.

Systems consulting and on-site support is provided by our staff during working hours on business days based on prior agreement.

Classification of faults and reports

Support services for the Customer's supported software and Microsoft/Linux-based infrastructure components underlying the system will be provided for the appropriate period of time in terms of the SLA values specified in the support contract.

The availability fee includes the recording and classification of faults during the availability period.

Type "A" failure

Serious fault: A failure that renders the supported system inoperable or limits its usability to an unacceptable degree (faults involving system crashes, data loss).

Type "B" failure

A failure that affects the operation of the supported system only to the extent that it does not prevent the usability of the system.

Type "C" failure

Minor faults and trivial or cosmetic errors. In addition, deviations that do not indicate a fault in the system but that occur due to other causes fall into this category. (e.g. data error, management fault, test case error, etc.)

Proposed SLA levels and their summary

We propose standard SLA levels based on our experience with a large number of long-term customers. A summary of these levels and the services provided for each of them is presented in the table below:

Availability type

Start of remote troubleshooting no later than the date of written notification

Start of troubleshooting at sites located in Budapest no later than the date of written notification

Dedicated telephone support during the availability period

Services included in the flat monthly fee

Not included in the support contract

7*24 hours continuous

4 hours

4 hours

Yes, dedicated number, engineer available

On-call service, registration of faults, telephone hotline, guaranteed start of fault repair, 4 working hours per month to carry out necessary checks, vendor support assistance with engineer abroad

Vendor support, provision of replacement equipment, guaranteed fault clearance time

6*12 hours (except Sundays, on-call between 8:00-20:00)

4 working hours

4 working hours

Yes, dedicated number, engineer available during service period

Service period: On-call service, registration of faults, telephone hotline, guaranteed start of fault repair, 4 working hours per month to carry out necessary checks, vendor support assistance with engineer abroad

Vendor support, provision of replacement equipment, guaranteed fault clearance time

5*8 hours (on business days, between 9:00-17:00)

4 working hours

8 working hours

Yes, dedicated number, engineer available during service period

Service period: On-call service, registration of faults, telephone hotline, guaranteed start of fault repair, 2 working hours per month to carry out necessary checks, vendor support assistance with engineer abroad

Vendor support, provision of replacement equipment, guaranteed fault clearance time

5*8 hours (on business days, between 9:00-17:00)

3 working hours

3 business days

Yes, engineer available during the service period

During the service period: telephone, e-mail support; working hours are not included in the service, they are billed on a time-and-material basis in accordance with the engineer's net hourly rate

Vendor support, provision of replacement equipment, guaranteed fault clearance time

 

Software development support contracts

Our software development support contracts are primarily available to customers running either our custom software developed by our company or unique, customised versions of out-of-the-box software released by a major vendor (e.g. Microsoft SharePoint and applications, teamwork support solutions, Skype or Teams applications built on top of them)

In the case of custom software and customised enterprise applications, support contracts will cover the operator, key user, legal compliance and technology tracking, as well as licence management for each custom software in accordance with the following.

Vendor support for application operation

Purpose of service:

  • Ensuring the operational security of the supported custom application, developer-side support for the continuous operation of the software (handling bugs, incidents, problems)

Service content:

  • Establishment of operations support processes
  • Receiving and handling notifications related to operations support
  • Assistance with incident detection and resolution, disaster response and recovery support
  • Fault detection, troubleshooting
  • Ensuring availability according to SLA level
  • System restoration support
  • Support for the resolution of operational problems
  • Support for testing when upgrading infrastructure software elements, testing of new software infrastructure elements before going live (operational test)

Incident classification

Incidents are classified into three levels based on their relevance with regard to business operations:

  1. Level I notifications are as follows (high priority incident)
  • A serious incident causing loss of service, resulting in a critical impact on the supported live system or its associated components.
  • The supported live system or one of its critical components becomes inoperable.
  • An interruption in the operation of the live system occurs frequently enough to make continuous and operational use of the live system impossible.
  • An essential function of the live system becomes inoperable or does not function as intended.
  • The loss of service entails significant customer impact.
  1. Level II notification (medium priority incident)

This level involves failure events that do not cause a loss of service, but need to be resolved so as to prevent further incidents and maintain or restore service levels. This category covers failures that require quick resolution but do not affect the essential functions of the supported live system.

Usually, customers are minimally affected with regard to this category. In most cases a workaround exists for a solution.

  1. Level III notification (low priority incident)

A failure event that does not cause a measurable loss of service or a requirement that needs to be implemented to improve the live system or to maintain and increase its level of service.

Workaround solutions are easy to implement, cause little or no disruption to day-to-day operations and customer service.

Application key user and system operations support

Purpose of service:

  • Support for the Customer's designated key users in their day-to-day work, ensuring the smooth running of the application, managing changes introduced by new functions and eliminating usage problems. Designated application hosts are also considered to be key users.

Service content:

  • As part of our key user support, we provide direct access to the software vendor's specialist who will respond to the given notification
  • Receiving and handling notifications that may affect development and system usage
  • Answering key user questions, providing operational support
  • Availability according to the SLA level defined in the contract
  • Detecting and correcting errors caused by inappropriate use
  • Support for the specification of enhancement, modification and tracking requests
  • Provision of necessary education, training courses, presentations for new prospective key users. The training is provided on request, for any chosen part of the system, usually at a location provided by the Customer, at agreed times, up to a maximum of 6 hours per occasion.

Legal compliance

Purpose of service:

  • Ensuring compliance with legislation, if necessary, based on the indications provided by the Customer, tracking changes as quickly as possible. In all cases, the Customer's contact person must provide the notification with regard to changes in the legislation, as our specialists will be able to begin the necessary assessment and development work only on the basis of this notification.

Service content:

  • Ensuring compliance with new legal requirements that are compatible with the software functions and are indicated by the Customer (tracking of modifications required due to changes that do not affect the essential content of the supported system)
  • Estimation and planning of changes caused by legislation
  • Carrying out the development
  • Development testing
  • Development package compilation
  • Installation on test system
  • Updating system documentation

Technology tracking

Purpose of service:

  • Continuous updating of supported software with regard to technological aspects in order to support the maintenance of operational and IT security.

Service content:

  • Implementation of new developments and performing tests due to technological changes (components, interfaces, runtime environment)
  • Implementation of new developments with an IT security focus

Minor enhancement services

Purpose of service:

  • Providing technological upgrades for the supported software and system (components, interfaces, runtime environment), addressing enhancement needs, adding functional enhancements and continuous improvements of usability, as far as the given development budget allows.

Service content:

  • Preparation of design documentation (functional specification update in the case of functional changes, not required for changes improving visual or user experience)
  • Carrying out the development
  • Development testing
  • Development package compilation
  • Installation on test system
  • Updating system documentation (logical and physical system design, user or application host manual)

The process of developing new functionality:

  • recording and specification of new development requirements
  • development of new functionality, based on the available budget, according to the following process and with prioritisation by the Contracting Authority:
  1. The Customer and our company's specialists come to an agreement with regard to the requirements and expected technical content of the new functions.
  2. Within 5 business days, our experts prepare a resource estimate for the development of the functionality, in terms of the technical content.
  3. On the basis of the provided resource estimate, the Customer decides whether to place an order for the development of the new functionality. The result of the decision is communicated through the contact person via e-mail or other formal means to the contact person designated in the contract.
    In case of rejection, the process will be terminated.
    If the Customer decides to proceed with the development:
  4. Our developers will test the completed functionality with internal resources and deploy it on the test system.
  5. It is the Customer's responsibility to check that the developed functionality works correctly and that it complies with the agreed technical content. The Customer provides feedback within 15 business days on the test results with regard to the correctness of the operation.
  6. If compliance is demonstrated, the support engineer will install the new functionality at a date agreed with the Customer.
  7. If the new functionality does not comply with the previously defined technical content, our developers will modify and deploy the application on a test system. After that, the above process is started again to verify the correctness of the functionality.