IT Project Statement of Work - Welcome to ... · Web viewOracle WebLogic Application Server Service The vendor will charge Eskom per instance of a WebLogic Application Server on a

CORP4177 – Integration Platform as a Service Page 1 of 23

Integration Platform as a Service Scope of Work

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Table of Contents1. Document Overview.............................................................................................................4

1.1 Introduction...............................................................................................................................41.2 Background................................................................................................................................41.3 Document Purpose....................................................................................................................41.4 Definitions and Abbreviations....................................................................................................4

2. Overview of the Required Service.........................................................................................62.1 Service Objectives......................................................................................................................7

3. Services Environment............................................................................................................73.1 Environments in Scope...............................................................................................................7

3.1.1 Oracle Fusion Middleware Environments in Scope...........................................................83.1.2 IBM Environments in Scope.................................................................................................83.1.3 Custom ICoE Database Instances (Non OFMW Databases) in scope:..........................83.1.4 Service Locations...................................................................................................................93.1.5 Agreements and Licenses....................................................................................................93.1.6 Policies and Procedures........................................................................................................93.1.7 Future Initiatives...................................................................................................................10

3.2 Baseline Information................................................................................................................11

4. Cloud iPaaS Service Requirements......................................................................................134.1 Service Descriptions, Roles and Responsibilities.......................................................................13

5. Constraints..........................................................................................................................18

6. Service Level Requirements................................................................................................186.1 High Availability and Disaster Recovery.....................................................................................1



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1. Document Overview

1.1 Introduction

This Statement of Work (SOW) sets forth the roles and responsibilities between the service provider and Eskom for a private cloud Integration Platform as a Service (iPaaS) to be provided as a contracted service. The iPaaS cloud service encompasses the services and activities that entail delivering the existing Eskom integration environment as a service provider owned, managed, and supported cloud platform.

Eskom defines PaaS as the capability provided to Eskom by deploying onto cloud infrastructure consumer-created or acquired applications created using programming languages, libraries, services, and tools supported by the provider.

Eskom does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications, database and possibly configuration settings for the application-hosting environment. A Private PaaS allows you to deploy and manage your enterprise applications while also meeting strict security and privacy requirements.

1.2 Background

In Eskom the integration environment which is synonymously known as the Enterprise Service Bus (ESB) acts as a mediation layer for data and communication interactions between business and technical IT systems deployed in the organization. These system interactions are referred to as integration solutions, which are built, managed and supported by Eskom’s Integration Centre of Excellence (ICoE).

The platform on which the above mentioned solutions are deployed is composed of two Original Equipment Manufacturer (OEM) middleware technologies namely:

Oracle Fusion Middleware 12c IBM Datapower and Connect Direct

1.3 Document Purpose

The purpose of this SOW is to define the services and expectations of Eskom for an Integration Platform as a Service (iPaaS) environment that delivers the current integration capabilities deployed in Eskom as a service. The integration solutions deployed in the environment however will still be built, deployed, managed, own the (IP) and supported by ICoE.

1.4 Definitions and Abbreviations

Error: Reference source not found below gives a list of definitions of terms, acronyms and abbreviations used in this document:

Table 1 : Definitions & Abbreviations



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Term / Abbreviation Definition / DescriptionESB Enterprise Service Bus

SOW Statement of Work

PaaS Platform as a Service

iPaaS Integration Platform as a Service

iCoE Integration Centre of Excellence

OEM Original Equipment Manufacturer

OFMW Oracle Fusion Middleware



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2. Overview of the Required Service

Figure 1: Integration Environment Management Transition Path

The purpose of this service is to transition and deliver the current Eskom integration environment as a private iPaaS vendor offering. Figure 1: Integration Environment Management Transition Path illustrates the current integration environment transitionto the future state. The expectation is that this platform will host existing and future integration solutions and database instances that require the following capabilities:

Oracle Fusion Middleware functionality that is encompassed in Eskom’s enablement agreement with Oracle

IBM Datapower and Connect Direct functionality that is encompassed in Eskom’s enablement agreement with IBM

To deliver the above-mentioned capability, the vendor will be responsible and accountable for owning, managing, supporting and operating the following in the stack:

Oracle Fusion Middleware Platform o Physical Infrastructure



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o Internal (Platform) Network Elements o Internal (Platform) Load Balancers o Hypervisor o Virtual Machines o Operating System o Application Servers o File Systems and storage o Database Instances

Datapower and Connect Direct Platform o Physical appliance full stacko Virtual Appliance

o Virtual Machineo Operating System o File systems and storage o Virtual Appliance

o Internal Network Elements o Connect Direct

o Virtual Machine o Operating Systemo File Systems and storage o Application Server o Connect Direct Application

Eskom will be responsible and accountable for owning, managing, supporting and operating the integration solutions as described in the Background section.

2.1 Service ObjectivesThe following are the key high-level service objectives Eskom expects to achieve through outsourced cloud iPaaS services:

Stable integration environment that is fully operational 24x7 365 days; Acquire services with availability guarantees backed by service levels (SL’s) and associated

penalties in the form of fee reductions; Elastically scalable integration environment that will accommodate future solutions; Service provider owned and maintained iPaaS integration environment that allows Eskom to

focus building and running integration solutions; Transition Eskom to a Hybrid IT Cloud First organization; Self-service portal for provisioning cloud service offerings; Pricing/Metering for Cloud services; and Maintain compliance with industry standards and government regulations.

3. Services Environment

3.1 Environments in Scope



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The pre-existing ESB environments described in the Background section of this document needs to be transitioned to a service provider owned, managed and supported private iPaaS with no interruptions to business continuity.

3.1.1 Oracle Fusion Middleware Environments in Scope

The following Oracle Fusion Middleware (OFMW) environments need to be catered for as part of the iPaaS:

Table 2 : Oracle Fusion Middleware Environment

Production DR Non-ProductionInfrastructure Prod Location Location PPD QA Dev Sandbox Location

Exalogic X Central DR Site X X X X CentralExadata X Central DR Site X X X CentralOracle Database Appliance

X Regional DR Site X X Central/Regional

The implementation details and inventory of the OFMW stack is contained in the following documentation:

1. Centralised deployment architecture 2. Regional deployment architecture

Please monitor the National Treasury Central Supplier Bulletin and Eskom Tender Bulletin as the above documents will be uploaded within the first week of publishing.

3.1.2 IBM Environments in Scope

The following IBM Data power and Connect Direct environments need to be catered for in iPaaS. Further detail of the inventory of the environments is detailed in Baseline Information section of this document:

Production; QA; Development; and Disaster Recovery.

3.1.3 Custom ICoE Database Instances (Non OFMW Databases) in scope:

The following non-OFMW databases are also implemented as part of the current integration environment. The service provider is responsible for maintaining, supporting and managing these databases as part of their iPaaS offering.

Table 3 : ICoE Database Instances in Scope

Database Name Location EnvironmentsCSM Regional instances as Production (Eight Locations)



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per Service LocationsCSM Central Dev and QAPIEP Central Dev, QA, PPD, ProductionPINT Central Dev, QA, PPD, Production

3.1.4 Service Locations

The physical integration infrastructure is geographically deployed nationwide in the locations specified in the table below.

Table 4: Integration Environment Infrastructure Deployment Locations

Deployed LocationsMegawatt Park –ProductionDoornfontein – Non-ProductionSimmerpanMkondeniBellvilleEast LondonWitbankPietermaritzburgDhuvaBloemfonteinEskom Academy of Learning – Regional Non-Prod

All cloud iPaaS services may be provided at Eskom-owned facilities or at subcontractor-owned or at the Provider’s facilities approved by the Eskom with the provision that there is no interruption to the current operations. If the service provider seeks to transition the environment to a location of their choice the following conditions must be met:

Approval from Eskom to transition the environment; Meet or better SLAs defined in this service; Meet or better integration solution performance basslines prior to the transition; Meet or better the holistic Information systems security requirements; Meet or better Eskom datacentre requirements for safety and revenue critical systems; There is no break-in service without prior approval from Eskom; There is a roll-back contingency in place if the transition fails; and The disaster recovery specifications of Eskom are met prior to transitioning the environment.

3.1.5 Agreements and Licenses

Eskom will provide licences for all current and future iPaaS needs as per the existing landscape.



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3.1.6 Policies and Procedures

The service provider needs to adhere to Eskom Information and Security Policies and Eskom Architecture Security Standards. The provider must comply with the South Africa Information Security Acts below: Electronic Communications and Transactions Act 2002; Regulation of Interception of Communications and Provision of Communication-Related

Information Act 2002; Protection of Personal Information Act 2015; National Cybersecurity Policy Framework 2012; Cybercrimes and Cybersecurity Bills; and Protection of Critical Infrastructure Bill 2015.

3.1.7 Future Initiatives

The service provider will allow Eskom to deploy new integration solutions to the platform that will leverage Oracle Fusion Middleware and IBM Datapower features in a service model fashion. The services are defined as follows:

Oracle Fusion Middleware Services

Oracle WebLogic Application Server Service

The vendor will charge Eskom per instance of a WebLogic Application Server on a time-based dimension. The application server specifications are categorised according to the pricing workbook. If the there is an increase required either for a memory or vCPU on an existing application server the vendor can opt to re-bassline the current application server according to the categorization defined in the pricing workbook. The converse will hold if Eskom reduces its application server compute requirements.

Oracle Database Service

The vendor will allow Eskom to deploy new instances of Oracle Databases on the platform based on vCPU and memory specifications defined in the pricing workbook. The storage requirements will be provisioned based on the tiering (one, two and three) and allocation size (per\GB). If the vCPU or memory requirements of an existing database changes, the vendor can opt to re-baseline the instance and charge Eskom accordingly. IBM Datapower Services

The IBM Datapower services must be charged as an atomic monthly service. The number of integration solutions deployed on the service will be limited by the as-is resource capacity of the hardware appliance. If this capacity is exceeded Eskom will be charged for another instance of the service per month. The services are defined as follows:

Table 5: IBM Datapower IPaaS Services



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3.2 Baseline Information

Eskom’s current integration environment utilization is represented below:

Table 6 : Central Oracle Fusion Environment Oracle Virtual Machine Inventory

Central Fusion Environment VM CountSandbox 10QA 26DEV 26PPD 26PROD 48DR (Cold DR) 24Total 160

Table 7 : Central Fusion Environment Database Count

Central Fusion Databases InstancesProd 20Non-Prod 20Non-Prod DR 12Non-Prod(Dev,QA,PPD) 44Total 76

Table 8: Regional Oracle Fusion Environment Oracle Virtual Machine Inventory

Regional Fusion Environment IT Environment DMZ EnvironmentSimmerpan 14 15



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ServiceDatapower Xi50

Datapower Xi52Datapower B2B Gateway

Connect Direct


Mkondeni 14 15Bellville 14 15East London 14 15Witbank 14Pietermaritzburg 14Dhuva 15Bloemfontein 14Non-Prod EAL 24 22Total 118 97

Table 9 : Regional Oracle Fusion Database Instances

Regional Fusion Databases InstancesProd 78Non-Prod 24

102

Table 10: IBM B2B Datapower Gateway

IBM Data power B2B Gateway NumberProduction - Appliance 2Dev -Virtual Appliance 1QA - Virtual Appliance 1DR - Appliance 2Total 6

Table: IBM Datapower Xi50

Datapower Integration Appliance Xi50 Number

Production - Appliance 2



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Dev -Appliance 1Total 3

Table 11 : Datapower Integration Xi52

Data power Integration Appliance Xi52 Number

Production -Appliance 2QA - Appliance 2Dev- Appliance 1DR -Appliance 1Total 6

Table : IBM Connect Direct Instances

Connect DirectVirtualized Instances

CC&B - On Solaris 3ICoE – HPUX 1ICoE- Solaris 1SAP CoE 3Total 5

4. Cloud iPaaS Service Requirements

4.1 Service Descriptions, Roles and Responsibilities

The Provider is responsible for delivering all services defined in this SOW under the following nomenclature:

In this SOW, we are using the RASCI chart approach for all roles and responsibilities matrices.RASCI stands for:

R = responsible; A = accountable; S = supporting; C = consulted; and I = informed.

The following tables identifies general roles and responsibilities associated with this SOW. The letter "R" is placed in the column under the Party that will be responsible for performing the task. Provider responsibilities are indicated in the column labelled "Provider."



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Table 12: General Roles and Responsiblites

General Role and Responsibilities ServiceProvider

Eskom

1. Own, manage and operate all of Eskom’s current ESB (hardware and software) environments detailed in the Baseline Information as a private iPaaS.

R,A

2. Provide preventative measures for proactive monitoring and self-healing capabilities to limit outages that impact service delivery.

R,A I,C,S

3. Provide and support iPaaS-related environmental elements (e.g., HVAC, dual-redundant UPS, power, cable plant, fire detection and suppression systems, temperature and humidity controls, and controlled physical access with 24/7 manned security). If the IPaaS is transitioned to a Non-Eskom site.

R,A I,C

4. Operate the IPaaS as a stable 24x7 platform with 99.9% uptime on the across all environments and technologies in scope.

R,A

5. Comply with Eskom policies and standards and regulations applicable to the Eskom, including information systems, personnel, physical and technical security.

R,A I,C

6. Security controls must be implemented and maintained to prevent leakage of the Eskom's data.

R,A I,C

7. Protect the Eskom's data and systems from unauthorized access always.

R,A I,C

8. Define policies and procedures regarding the support\service requests that is in line with Eskom’s support support\service desk capabilities .

R,A I,C

9. Provide a service\support request capability that integrates into Eskom’s current and future enterprise service desk capabilities.

R,A I,C

10. Allow Eskom to log, track and trace support\service requests with the provider via Eskom’s service desk capabilities.

R,A I,C,S

11. Resolve platform issues and downtime in accordance with the SLR, and escalate as required.

R,A I,C

12. Assist in resolving integration solution issues and downtime. S,I,C R,A

Table 13 : Integration Platform Service Roles and Responsibilities

Integration Platform Services Roles and Responsibilities ServiceProvider

Eskom

1. Transform the current Eskom ESB runtime environment for integration solutions to an iPaaS platform that implements services such as transport of data and messages between endpoints using communication styles and protocols, data and message validation and manipulation, content-based routing, data quality, data aggregation, adapters, security, process orchestration and B2B partner community management. By leveraging the existing IBM Datapower and Oracle Fusion

R,A I,C



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Middleware Eskom implementations. This includes the current application stack with the existing databases and application servers.

2. Allow Eskom to continue hosting current integration solutions without the need for downtime and implementation migration on service break-in.

R,A

3. Manage, Own ,Operate and Support the following full stack (Hardware ,Software and Databases) runtime environments for Oracle Fusion Middleware :Central

Development Sandbox Quality Assurance Pre-Production Disaster Recovery Production

Regional (each site consists of an IT and DMZ environment) Simmerpan Mkondheni Bellville East London Witbank (No DMZ environment) Pietermaritzburg (No DMZ environment) Duvha Bloemfontein Non-production EAL

R,A I,C

4. Manage, Own, Operate and Support the following full stack (Hardware and software) runtime environments for IBM Datapower:IBM Datapower B2b Gateway

Production - Physical appliances Development – Virtual appliance Quality Assurance – Virtual appliance Disaster Recovery – Physical appliance IBM Xi50 Production- Physical appliance Development –Physical appliance

IBM Xi52 Production – Physical appliance Quality Assurance – Physical appliance Development – Physical appliance Disaster recovery – Physical appliance

IBM Connect Direct CC&B – Hosted on VM with Solaris OS ICoE Instance – Hosted on VM with HPUX OS ICoE Instance – Hosted on VM with Solaris OS SAP CoE Instance

5. Provide the mechanisms (portals) and access for Eskom to manage, operate and support existing and future integration

R,A I,C,S



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solutions that are and will be deployed in the current environment.

6. Provide the mechanisms and access for Eskom to automate the deployment of integration solutions on the platform .

R,A I,C,S

7. Manage, own, support and administer the platform and custom integration databases that currently exist in the integration environment as well as future databases.

R,A I,C,S

8. Own, maintain and operate a failover instance (DR) that meets Eskom’s DR requirements.

R,A I,C

9. Define disaster recovery procedures and policies. R,A I,C

10. Review and approve disaster recovery policy and procedures. I,C R,A

11. Provide local off-site disaster recovery capabilities such that the required data Return Point Objectives’ and Return Time Objectives’ maintained

R,A, I,C

12. Provide change management services when the provider patches or upgrades any part of the transformed iPaaS platform (Hardware and Software) during the service life span.

R,A I,C

Table 14: Monitoring, Management and Administration Platform services Roles and Responsibilities

Monitoring, Management and Administration Platform services Roles and Responsibilities

ServiceProvider

Eskom

1. Define monitoring requirements and polices. R,A I,C,S2. Develop monitoring procedures that meet requirements and

adhere to defined policies, and document in the standards and procedures manual.

R,A I

3. Review and approve monitoring procedures . I,C,S R,A4. Develop and maintain standard automated scripts to perform

monitoring on platform software across the whole stack.R,A I,C

5. Provide preventative measures for proactive monitoring and self-healing capabilities to limit outages that impact service delivery.

R,A I,C

6. Provide Eskom with the facilities for monitoring of Technical and Business Activity Services.

R,A I,C

7. Define system administration requirements and policies. R,A I,C8. Review and approve systems administration procedures. I,C R,A9. Provide platform administration services such as adding and

removing user access from the platform.R,A I,C

10. Provide weekly status reports to Eskom executive management with Risks and Platform health.

R,A I,C

11. Provide Eskom with visibility on operational processes regarding R,A I



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maintenance and upgrade schedules.12. Provide Eskom with vendor’s perspective regarding the platform

deployment topology and Data Centre locations (if the environment is redeployed).

R,A I

13. Provide full transparency and real time visibility on all elements that are used to derive the SLA’s.

R,A I,C

14. Perform platform configuration changes necessary to support computing services in conformance with Eskom’s change management requirements.

R,A I,C,S

15. Maintain consistent patch levels across the platform stack that meets Eskom’s and the OEM’s specifications

R,A I,C,S

Table 15: Development and Life Cycle Management Platform Services Roles and Responsibilities

Development and Life Cycle Management Platform Services Roles and Responsibilities

ServiceProvider

Eskom

1. Provide Eskom if necessary with the appropriate tooling and integration to the platform to, develop, configure, test and deploy integration solutions and their associated artefacts.

R A,I,C

2. Define policies and procedures for the deployment of integration solutions on the platform.

R,A I,C

3. Validate integration solutions prior to their deployment on to the various environments – if there is an impasse between the Eskom team and the provider, this must be escalated to Eskom executive management, Contracts management or Enterprise Architecture for resolution.

R,A I,C

4. Provide Eskom the means to execute automated deployment of integration solutions after prior approval from the provider.

I,C,S R,A

5. Maintain, manage and backup the existing environment that hosts the integration solution source code repository.

R,A I,C

6. Maintain integration solution catalogue that reconciles with the billing report.

R,A I,C

Table 16: Cloud Foundational Services Roles and Responsibilities

Cloud Foundational Services Roles and Responsibilities ServiceProvider

Eskom

1. Provide a scalable volumetric monthly billing model that is in alignment with the number of integration solutions (or end-points) that are added or removed to/from the platform post the service break-in.

R,A I,C

2. Provide monthly billing reports based on the baseline cost and the number of new solutions hosted on the platform post the service break-in.

3. Provide highly-available infrastructure platform that is owned, managed by the provider.

R,A

4. Provide environment restart and recovery services across the whole platform stack with defined turn-around times.

R,A I,C



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5. Provisioning and management services to allocate and manage application and infrastructure resources across all the environments within the platform that will allow for solutions to be deployed as part of Eskom’s ongoing Group IT projects.

R,A I,C

6. Proactively manage workloads on the platform itself. R,A I,C7. Provide Database provisioning ,management and back-up

services contained to the platform itself.R,A I,C,

8. Provide Application Server management services contained to the platform itself.

R,A I,C,

9. Define SLA’s and SLA management policies and procedures. I,C R,A10. Approve SLA’s and SLA management policies and procedures. I,C R,A11. Maintain an up time of 99.99 % on the full platform stack –

Unless otherwise specified or requested.R,A I,C

12. Define policies and procedures to migrate solutions off the platform.

R,A I,C

5. Constraints

A 99.99 % availability must be maintained for the platform (From physical tin to up and including managed servers) excluding the integration components deployed on the platform;

The service break-in cannot disrupt business operations; The service provider must start the service on our current platforms; The service provider must use Eskom’s base technology licences (OEL, OVM, SOA,

WebLogic, etc.); The service provider will be provided with Eskom’s OEM base technology licences; The service provider has to maintain our current deployment architecture and can only

change it if there is no impact to current interfaces that are deployed; The service provider must conform to Eskom’s security measures and practices imposed

on the integration environment; The service provider must provide off-site disaster recovery that meets Eskom’s RPO and

RTO requirements; Eskom will not be liable for any issues pertaining to the platform whether it be the OEM or

the Service provider’s responsibility - across the whole stack; Eskom will not be held responsible for any downtime with the exception of ,

o Electrical power supply failure o Data Centre cooling o Data Centre structural failureo Eskom and DR Network Failure

The solution must be private cloud instance in the regions and centrally; Any changes to the deployment architecture of the platform needs to be validated by the

appropriate governance forums; Eskom ICoE and Enterprise Architecture must be engaged when there is changes to the

deployment architecture of the platform; The middleware layer must be maintained at n-1 major version at all times. All minor

version updates needs to be also appropriately kept up to date; and



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The platforms need to be at the appropriate consistent patch levels across all environments such that the SLA’s and functionality that Eskom requires is made available.

6. Service Level Requirements

Eskom Integration environment requires three possible levels of services:

Standard (98% availability) Advanced (99% availability) Premium (99.9% availability)

The level of service is determined based on the Business criticality for each specific environment:

Table 17: Service Level Requirement

Environment Level of ServiceDevelopment StandardQuality Assurance StandardPre-Production StandardQuality Assurance StandardDisaster Recovery AdvancedProduction Premium

Eskom has defined and determined, as is set out in Table below:

A Target Service Level

A Defective Level

A Material Default Level

A Measurement Period relevant for the applicable Service Level

A Minimum Performance Target

Service items will be monitored during their respective Measurement Periods defined by Eskom: Performance Standards The following definitions are relevant for the interpretation of the different Performance Standards:

Major changes (to be defined during negotiation phase) in the application landscape can trigger grace periods (to be defined during negotiation phase) during which Service provider’s Service Level Performance will be monitored without Service Level Defaults qualifying towards Service Credits.

The Service provider will measure application-level KPIs before and after the implementation of Changes initiated by Eskom and/or by Service provider

System Uptime measures the availability of Eskom’s iPaaS environment to provide the required computational support. A “system” is defined as a server or a cluster of



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servers (including hardware and OS). A system is up when it allows middleware or database software to deliver a nominal level of service. If middleware running on a clustered system is not able to hand off in case of a single node failure, it will not be considered as a system failure but as a middleware failure (and therefore not constitute a Service Level Default). The average uptime of Eskom’s IPaaS environment that makes up the system will determine the System Uptime.

An impact analysis is considered to be completed when a request owner (on Service provider’s side) has been assigned, understands the request and commits to a Resolution time lower than the Target Service Level and start working on it (alone or with a team). Troubleshooting and analysis (as determined by Eskom and agreed with the Service provider) may be necessary before reaching a completion milestone.

Time to complete a request is the total lead time starting from the time that a ticket is opened on the Service Desk (after the impact analysis has been done) until fulfillment thereof. The average time to complete Service Requests within the Measurement Period is measured to determine Service provider’s Service Level Performance.

Time to resolve an Incident is the total lead time starting from the time that either an incident monitoring alert is triggered or a ticket is opened by Eskom on the Service Desk until Resolution thereof. The average time to resolve Incidents within the Measurement Period is measured to determine the Service provider’s Service Level Performance. The average time for other time-based KPIs will be measured in a similar manner.



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iPaaS Environment Description of the main

Target service level

Defective service level

Material Default

Measurement

Minimum Performance

periodStandard Advanced Premium Standard Advanced Premium Standard Advanced Premium (months) Standard Advanced Premium

15 days 10 days 5 days 30 days 20 days 10 days 50 days 35 days 20 day 1 98% 98% 98%

1

1

Mean time Mean time to resolve critical (P1) incident 6 hours 2 hours 1 hour 8 hours 6 hours 4 hours 16 hours 12 hours 8 hours 1 98% 100% 100%

to resolve

tickets

Mean time to submit reports

Security

Anti-malware agents deployed and active on

1

Configuration management 1

Project requests 1

Customer Satisfaction 1

3 days 5 days 95%

3 business day

16 hours 1 99% 100%

99% 99%

97%

2 business day 3 business day

1Availability - System uptime (Application server and Databases) with meeting RPO and RTO objectives

97%

100% of all environments measured per environment

100% of all environments measured per environment

98%10x7

99%24x7

99.9%24x7

95%10x7

98%24x7

99%24x7

92%10x7

95%24x7

98%24x7

Mean time to apply approved patches (from time of approval to install)

Mean time to provision a database

Mean time to provision an application environment

1 business day

1 business day 2 business day

100%70%80%

3

14 hours 12 hours

95% 100%

3 business days 95%

98%

2 business days

95%15 business days

18 hours 36 hours 28 hours 24 hours 1 99%

Measure as an average across all

environments. No more than

1% of all environments may exceed

100%20 hours24 hours

Management

Maintenance and refresh

8 hours

Minimum percentage of satisfied users

10 business days5 business dayMean time to complete the assessment and validation of integration solutions prior to deployment in each environment

Mean time to resolve major (P2) incident

Mean time to resolve minor (P3&P4) incident

8 hours 6 hours 4 hours 12 hours 10 hours

Incident and problem management

99%

Mean time to provide information regarding any update on system configuration to enable the update of the Configuration Management System

1 business day

90%

12 hours 10 hours 8 hours

Mean time to submit the information for the first draft Root Cause Analysis Report (from resolution of the incident)

2 days


6.1 High Availability and Disaster Recovery

The system classification provides information on the High Availability and Disaster Recovery requirements. It does not provide information on performance requirements.

Safety and Revenue(Premium)

Mission Critical(Advanced)

Business Critical(Standard)

KPI HA DR HA DR HA DR

Availability* 99.9% 99% 98%

Recovery time (RTO) 0 Hours 0-8 Hours 08 – 24 hours

N/A< 48 hours

Allowed data loss (RPO) 0 0 0 0 N/A

< 24 hours

Available capacity 100%

100% Database50% Apps Servers

100%

100% Database

50% Apps

Servers

N/A

100% Database

50% Apps

Servers

Data consistency (RCO) 0 Hours 0 Hours 0 Hours 0 Hours N/A

< 24 hours

Planned downtimes(maintenance, business continuity tests)

Scheduled outside normal business hours, approval from business



Documents

IT Project Statement of Work - Welcome to ... · Web viewOracle WebLogic Application Server Service The vendor will charge Eskom per instance of a WebLogic Application Server on a