The following detailed service parameters are the Service Provider's responsibility in the ongoing support of this Agreement. 

SERVICE SCOPE                                                                                         

This Agreement covers the following services;

1. Daily monitoring of the replicator state at the host and satellite sites

2. Error detection and correction in case of replication malfunctioning

3. Remote connection to the replication satellite -, host server

4. Emergency Onsite assistance (extra costs apply)

5. Upgrade of replicator on Satellites and Hosts

Out of Scope

1. Configuration changes -, database maintenance, and reconciliation work not related to database replication.

2. Mal functioning of The Customer's work processes due to changes in the replicator rules and configuration initiated by the Customer.

3. Configuration changes initiated by the Customer in the hardware, database, or application setup resulting in replication malfunctioning

4. Consultancy or support related to configuring or re-configuring the replication rules or setup

5. Training of customer personnel in Replication maintenance

6. Installing, setting up, or configuring new sites

If the Provider receive a Service Request which is outside the scope of The Agreement, the Customer shall be notified in written that additional charges may apply before any work is started.

Customer Responsibilities and/or Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

1. The data that is being sent between the sites

2. Payment for all monitoring and surveillance costs at the agreed

3. Continous and pre-approved Remote Connection access to all sites

4. Provide necessary access for Adonis personnel

5. Reasonable availability of customer representative(s) when:

   • resolving a service related incident or request

   • problems when making a remote connection to the replication site

6. Availability of a database administrator or equal role in the situation where access to the main database or database cannot be given to the Provider due to company policies

7. Notification to the Provider when ordering services which are outside this agreement

8. Giving Administrator access to the Provider on each replication site to;

   • the server running the replicator service

   • the database server (see point 3 above)

   • the ftp server

9. Access to a local or remote email smtp server to setup the replicator notification email service

10. Notify the supplier of any modification made by the Customer in the hardware setup or software configuration

11. Notify the Supplier when detecting a replicator malfunction

12. Provide overview of vessel status and planning for location and connection purposes

13. Provide static IP for each site and allow communication via firewalls for the Adonis Replicator Monitoring Tool

14. Make sure all systems are following the Adonis Technical Requirements
    PD Adonis System Architecture and Technical Requirements

15. Follow the Adonis recommended Upgrade Path. 

Adonis Responsibilities and/or Requirements 

Adonis responsibilities and/or requirements in support of this Agreement include:

1. Meeting response times associated with service related to

   • Appropriate notification to Customer

   • For planned maintenance

   • Malfunctioning of the replicator

2. Notification to Customer of cost estimates before taking on any service job which is outside this agreement

3. Publish Replication status in the Adonis Customer Portal

4. Detect a replicator malfunctioning in less than see SLA Level section 2

5. Finding a resolution of replicator malfunctioning when not caused by means outside control of the Supplier in a resolution time stated in SLA Level section 2

Reporting

The Customer will have access via our help desk portal to the Replicator Monitoring service board. All relevant information with regards to Replicator monitoring and salvage events as described in this Agreement will be registered and followed up via this board.

Service Management

Replication Surveillance Service follows the Adonis Standard Service Level Agreement

Adonis Service Level Agreement

SERVICE AVAILABILITY

Replicator E-mail, monitored 24/7 (Replicator@adonis.no)

ONSITE ASSISTANCE

If the issue at hand cannot be solved remotely the Customer can request for onsite assistance. The provider will only charge the travel costs.

For any other onsite assistance, the standard contract terms for onsite consultancy apply.