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Provides the customer the ability to review the status of incident and change tickets, review issue
resolution data, observe the performance of your systems and applications, and manage/view device information.
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Inventory Management
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Inventory information is collected and maintained in the Sun inventory management system for all
monitored systems and devices. Inventory detail can include hardware specifications , physical rack specifications, operating system
specifications, and more.
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Fault Monitoring
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Sun provides 24x365 monitoring of life state events that constitute failures in the proper
functionality of monitored hardware, operating systems, databases, applications or devices. Examples of some monitored elements
include network availability, process status, file system capacity, and backup success/failure.
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Performance Monitoring
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Sun provides 24x365 monitoring of key performance indicators for monitored operating systems (OS),
databases, applications or devices. Examples of some monitored elements include log file errors or warnings, CPU/RAM usage, or
transaction response times.
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Predictive Monitoring
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Sun provides event management reports that enable Sun or the customer to identify patterns that may
predict improperly tuned operating systems, devices and/or applications.
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Performance and Availability Reporting
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Sun provides three types of performance and availability reporting. Reports are based on performance
data polled as part of fault and performance monitoring, such as:
- Real time 24x365 reports via the ControlPoint portal
- On-demand hourly, daily, weekly, and monthly historical reports via the ControlPoint portal
- Summary email reports available daily, weekly or monthly
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Incident Notification & Ticketing
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Notification services are coordinated through a structured incident management process. Tickets are
generated and calls are placed within 15 minutes of the actionable event.
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Event Management Analysis
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Sun will review and validate the monitoring configuration and determine if action needs to be taken on
any non-actionable events. A collection of non-actionable events may represent a need for additional configuration
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Vendor Escalation and Management
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Vendor management information is used on behalf of the customer when it is necessary to escalate
incidents to vendors for remediation. Customer is responsible for purchasing appropriate service contracts and authorizing Sun to
call on customer's behalf in order to perform incident remediation.
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Change Management Framework
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Sun provides a framework for you to manage change within the environment via the ControlPoint Portal.
Information in change tickets is used to keep inventory information current.
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Security Patch Notification
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Advisories are reviewed from Computer Emergency Response Team Coordination Center (CERT), and all
critical CERT advisories, to determine if an urgent change ticket in ControlPoint should be generated.
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Administrative Management
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Sun will execute tasks that fall within the scope of administrative maintenance for customer's
environments according to processes defined with customer during Implementation. The Sun Customer Service Manager (CSM) will conduct
quarterly reviews and analysis in conjunction with the assigned Primary Support Engineer (PSA).
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