Technologies/systems to be supported

The scope of the service offering includes and is not limited to the following:

⦁  1st, level support as outlined in component matrix

⦁  Preventative support such as monitoring, systems checks, implement preventative actions

⦁  Tuning based on performance experience, monitoring and upon request

⦁  Problem Management

⦁  Incident management

⦁  Maintenance changes (normally after hours) Maintain Services Operations Procedures

⦁  Configuration Management (Share Point)

⦁  Maintain as-build documentation

⦁  Service Delivery Management

⦁  Standby

⦁  4th line Vendor Management

⦁  Capacity Management, configuration, maintenance, and support of designated Self Service & Robotic Enablement Operations Support infrastructure components.

⦁  Support services for all domains, namely preproduction and production.

⦁  Maintenance tasks, Monthly maintenance (systems upgrades, Patching, version upgrades)

⦁  The support must be provided for both on premise deployments, as well as systems deployed to private (Openshift) and public cloud (i.e AWS).

⦁  Routine maintenance, Application upgrades

⦁  Health Checks

⦁  A shorter mid-day checks are being performed on the most critical components

⦁  All system checks are recorded in a System Check Database (ASICS)

⦁  Notification on completion of health checks is distributed

⦁  The task lists are continuously updated and aligned with both the changes in technology

⦁  System Monitoring, the task lists incorporate capacity, performance, and problem management checks to ensure a healthy and robust environment. The pro-active actions should include all system elements.

⦁  On-site Support teams, will diagnose the problem to validate the allocation of Service Requests to the appropriate service provider

⦁  Site visits when remote resolution not achievable (site visits after hours for incidents resolution and includes when required, for maintenance changes / testing)

⦁  Escalation to next level within the agreed SLA,

⦁  Contact Centre application support as per Component matrix (Appendix B).

⦁  Routine maintenance tasks

⦁  Incident Resolution (includes communication)

⦁  Self-Call Logging – Fault Logging on service desk

⦁  Service Desk Call Management

⦁  Log File capturing – across all systems

⦁  Configuration: Configure general operational changes in their area and perform high level verification

⦁  Control Pre-production environment

⦁  Implementation of Operational Requests and Rollback plans

⦁  Analysis (Root Cause) - Log Files and Alarms Correlation

⦁  Technical Problem Management - reoccurring issues

⦁  System Maintenance (Patch levels / Hot fixes / Version Control / System Restarts)

⦁  Capacity Management

⦁  Problem Management

⦁  Incident Management

⦁  License Management

⦁  Project Handover (Projects Acceptance)

⦁  Change impact analysis and approval

⦁  Assist with Vodacom BCP and DRP exercises

⦁  Security (Access control)

⦁  As Build Documentation / Audit documentation on the system - supply info to service desk for CI update

⦁  System Baseline documentation stored in central location

⦁  Corrective action to be taken on alarms