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aAINe° <br />software <br />US Mountain Time Zone <br />247 Support and Monitoring for SaaS Customers <br />E <br />E <br />4 <br />E <br />E <br />N <br />E <br />E <br />(O <br />E <br />E <br />M <br />J <br />W <br />n <br />N <br />p <br />(n <br />o CPU Warning <br />o Memory Warning <br />o. Memory Critical <br />o CPU Critical <br />o Storage Warning <br />o Partition Warning <br />o Partition Critical <br />o Database Warning <br />o Database Down <br />o SSL warning <br />o SSL expiration <br />o Webserver Alerts <br />o DNS <br />• Custom designed Outage and Alert Plan - adds, changes, & modifications <br />(add user, update firmware, modification, network configuration) <br />• Scheduled Hardware Audits <br />• OS and VMWare proactive management. This includes monitoring of any <br />system level failure caused by OS and VMWare patches, viruses or other <br />issues. <br />x <br />x <br />x <br />x <br />• Permission Control (group changes, file/folder permissions, Windows or <br />Linux) <br />• Optimize backend <br />• Log File analysis <br />• Best -practices recommendations <br />• Other services as requested <br />x <br />• Regular reporting based on customer preference. <br />• VLAN creation/modification <br />• Cyber Security monitoring and automated alerts. <br />• Regular anti -virus scan and anti -virus removal <br />x <br />x <br />x <br />x <br />• Database Security <br />• Scheduled data recovery, OS & VMware patches and any hardware <br />replacements <br />x <br />• Critical OS patches and updates <br />• Backup automated services <br />x <br />x <br />x <br />x <br />• 247 Infrastructure Support calls <br />x <br />x <br />x <br />x <br />Application (OAS, ProjectDox PaperlessNOW, PlansAnywhere) Technical <br />Support through ticket submissions <br />• Application Specific Monitoring <br />o Monitor Web Server Connectivity <br />o Monitor Web Site Availability <br />x <br />x <br />x <br />x <br />o Monitor Web Site Page Responsiveness <br />o Monitor Application Specific Services <br />o Minimalizes Support Issues <br />Page 28 of 30 <br />