Managed Services - Level 2 Detail
SPP Level 2 of our Managed Services Program is composed of several extensive support parameters that are used to manage and run your ticker plant implementation for you. The following lists those services available:Level 2 Service Hours
- The system will be operational and monitored on a 24x7 basis.
- Issues can be escalated to the InfoDyne Operations Center at any time. Critical issues will be responded to immediately – even after hours – and will be worked toward resolution continuously 24x7. High and Low severity issues can be reported at any time, but they will only be progressed during normal business hours.
- The Operations Center will be physically staffed from pre-market open (7:00 AM EST) until after market close (7:00 PM EST). When the Operations Center is not physically staffed there will be on-call coverage. On-call staff will be able to work remotely and will have access to required systems remotely.
Normal Business Hours, as applicable to Application Software Support and Problem Escalation, are defined as 7:00 AM – 7:00 PM EST.
Support Model Employed
A three layered support model will be used. The three layers or case types are defined as follows:
- Type 1 - Respond to problems and queries raised by Customer’s help desk staff, or other support personnel; escalate when needed to appropriate Type 2 support; create/close out cases. The staff requires an understanding of software applications and monitoring tools.
- Type 2 - Resolve problems reported by 1st type or escalate to Type 3. Provide updated documentation, procedures if necessary. Staff require network, hardware, OS, data, application troubleshooting skills.
- Type 3 - Resolve non-routine cases. Provide updated documentation, procedures, and software if necessary. Staff requires detailed understanding of hardware and software setup, design and code. Typically this is the software development team.
Note: The types defined above assume that Customer provides a help desk supporting all end-users, both internal and external. This end-user help desk manages all communication with the end user, performs triage, problem logging, data collection, and escalation to the appropriate service provider.
The table below summarizes where responsibility lies for each level of support across each service category:
| Service Category | Primary Responsibility |
by category... | Type 1 | Type 2 | Type 3 |
Application Software Support | InfoDyne | InfoDyne | InfoDyne |
| Application Software Operation | InfoDyne | InfoDyne | InfoDyne |
| Direct Exchange Data Monitoring | InfoDyne | InfoDyne | InfoDyne |
| Direct Exchange Data Integration | InfoDyne | InfoDyne | InfoDyne |
| Direct Exchange Data Operations | InfoDyne | InfoDyne | InfoDyne |
| Direct Exchange Data Provisioning | Customer | Customer | Exchange |
| Network Operation | Customer | Customer | Hardware
Vendor |
| Hardware and OS Operation | Customer | Customer | Hardware/OS
Vendor |
InfoDyne Escalation Procedures & Targeted Response Times
- Definition of Security Levels
All issues will have a severity level assigned by the originator. The following severity levels will be used:
- Critical: some or all parts of the system are not functioning properly, preventing end users from receiving essential services. Service must be restored ASAP 24x7, including use of short-term temporary fixes where necessary to restore service while waiting for a permanent solution.
- High: a problem that does not prevent proper operation of the system, or for which there is a work-around, but that requires resolution at the first opportunity.
- Low: a minor feature or function that is not working properly but that does not affect overall system operation, or a query (although in some cases an urgent query may be raised as a High severity). This severity will also be used for proactive alerts (e.g. disk space at 85%).
InfoDyne Operations Center staff will escalate tickets to the next level of InfoDyne management if progress is not being made within specified target times as shown in the table below. These are maximum times, i.e. staff may choose to escalate the problem sooner, but are required to escalate the problem according to this schedule.
For Critical issues, these times are based on a 24 hour clock. For High and Low severity issues, these times are based on normal business hours.
| Critical (24X7) | High (7AM-7PM EST) | Low (7AM-7PM EST) |
| 30 min | Op Ctr. Supervisor | N/A | N/A |
| 1 hr | Development Staff | Op Ctr. Supervisor | N/A |
| 2 hrs | Project Manager | Development Staff | N/A |
| 4 hrs | VP Development | Project Manager | Op Ctr. Supervisor |
| 8 hrs | President | VP Development | Development Staff |
| 24 hrs | N/A | President | Project Manager |
Critical issues are to receive immediate attention on a 24x7 basis. This means that:
- Issues reported via email should receive an initial response via either email or phone, within 10 minutes. This will be a human response, not an automated acknowledgement.
- Issues reported by phone after hours where a callback is required from on-call staff should receive an initial response within 10 minutes.
- Issues will be worked continuously 24x7 until either a temporary or permanent resolution is in place.
High and Low severity issues can be reported 24x7 but will only be acknowledged and progressed during normal business hours. A High severity issue should receive an initial response within 30 minutes (during normal business hours). A Low severity issue should receive an initial response within 1 hour (during normal business hours).
InfoDyne Provided Services
- Application Software Support
- Case Management
- Application Software Operation
- Direct Exchange Data Monitoring
- Direct Exchange Data Operations
- Latency Service Activities
- Sample Reports provided on a per request basis
Operations Manual
One of the main deliverables of the implementation phase of this service is an Operations Manual. The Operations Manual will be used by Operations Center staff and will be available to Customer for review. The Operations Manual will define all policies and procedures relevant to the activities of the Operations Center staff including, but not limited to:
- scheduled procedures
- responsive procedures (i.e. actions taken in response to an event)
- statistics/metrics that will be tracked and reported
- reports that will be produced (including format, frequency, and distribution)
Data Management Operations and Monitoring
- Corporate Actions
- Requesting Re-Transmission of Messages (Gaps)
- Data Checking and Error Correction
- Automated Operator Alerting Facility
- Monitoring System Logs
- Monitoring ITES State (Exchange Servers)
- Exchange Alerts and Notices
- Secure Logging Facility
- End of Day Review
- Daily Cycle
InfoDyne Procedures Employed
- Software Updates and Configuration Changes
- Hardware, OS, and other Operating Environment Changes
- Capacity Planning
- Alerting Customer to Events & Conditions
- Reporting
- Joint Reviews
- Incident Reports
Other Services Available
- Remote Management Network infrastructure
- Business Continuity
Customer Provided Services (required to employ extensive managed services listed above)
- Network Operations
- Hardware and OS Operations
- Software Installation
- Direct Exchange Feed Provisioning