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BDM Information Systems RxTFC® Unix/Database Administration Services
Last Update: 8 May 2002

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UNIX/DATABASE Administration Support Services Provided by BDM
(See notes for prerequisites and additional detail)
BDM
Platinum
BDM
Gold
BDM
Silver
Continual monitoring and reporting of file system capacity thresholds via email. 5
Continual monitoring of database growth (high water marks) via email and adding database extents as required 5
Performance evaluation as needed utilizing ProMonitor® Database Monitoring tool (see www.bdm.ca myBDM for more information)
Provision of BDM utilities (a set of UNIX scripts) required to back-up and verify back-up of the RxTFC Server:
   - shutdown/startup databases
   - clean up BDM temp directories
   - monitor and automatically restart interfaces if necessary (daemon tester)
   - monitor and report database connections that have a transaction x minutes old (age parameter determined by Customer)
Provision of standard BDM scripts required to back-up and verify backup of the BDM application and database 3,4
   - online
   - offline
   - image
   - after-imaging
Diagnosis of connectivity issues related to BDM software products
 
Monthly email of ProMonitor® Status Reports to the Customer by BDM. 5
 
Maximum of three (3)hours of service per month for System Administration Tasks by BDM personnel (on a non-accumulative basis) for:
Development of shell scripts and cron jobs upon request
Set up of print queues on the UNIX® system
Configuration of new IP addreses to hosts as required
Add new UNIX® users to the system
 
Troubleshooting printer/spooler problems (excluding network) for any job sent from a BDM application to a remote device until successful transmission from the UNIX® platform
 
Coordination of operating system problem resolution with the Customer’s UNIX hardware platform manufacturer 6
 
Assist Customer’s Information Systems department with installation of operating system patches available from the Customer’s UNIX hardware platform manufacturer.
 
Provision of one (1), one (1)-day visit to Customer site annually for UNIX® assistance
   
2 Hour Consultation on setup and maintenance of a “hot” or “warm” spare UNIX database server
   
Basic coverage: Monday to Friday 0900 to 1600 CST excluding statutory holidays Saskatoon, Canada
Emergency coverage: 24-hour, 365-day coverage for critical problems
Prerequisites and Additional Details:
1 Pre-requisite: A support agreement must be in place between the Customer and the computer hardware manufacturer/operating system supplier with BDM named as an authorized designate for the Customer.
2 The Customer is responsible for ensuring that all computer hardware components including cabling, network, printers and print servers are operational.
3 BDM provides a standard set of backup utilities (a set of UNIX scripts) together with its RxTFC software. It is the Customer’s responsibility to:
  • ensure that the backups are being run at appropriate frequencies
  • ensure that the backup media is sound and changed when necessary
  • ensure that errors reported by the backups are corrected
  • ensure the integrity/completeness of the backups
4 If the backup utilities supplied by BDM prove to be faulty, BDM will correct the error in the backup script for the Customer. BDM’s backup recommendations to its Customers are as follows:
  • the Customer should perform an on-line backup (a backup done while the database is running) at least daily, or more frequently if preferred.
  • the Customer should perform an off-line backup (a backup done while the database is stopped) at least once per week in order to perform the appropriate database maintenance functions (e.g. truncating the Before Image file can only be done while the database is use this fault throughout; there is some smaller stuff in here).
  • tape drive should be checked and cleaned according to manufacturer’s guidelines
  • care should be taken to ensure that back-ups are complete, especially when the Customer’s computer is not able to detect that the back-up media has failed
5 The Customer is responsible for ensuring email capability exists on UNIX platform.
6 BDM’s UNIX resource on-site will be available for UNIX operating system release assistance, patch release and general customer-specific UNIX assistance. “Day” is assumed to be an eight (8) hour day. Trips are scheduled in conjunction with other such visits in the Customer’s region.Trip expenses are excluded and will be invoiced to the Customer at actual cost. Time required beyond the 8 hours will be invoiced at BDM’s current hourly rate.
7 Critical problems are defined as situations where the Customer is unable to carry out BDM application functions due to full file systems or print spooler problems.
8 Monthly fees are subject to increase as BDM support agreements come up for renewal and adjustments are made to standard BDM charge out rates and rate structures.
9 Remote access to a PC running X Windows is required for the following platforms: SUN, SCO, LINUX
10 BDM also offers the following services which are outside the coverage of BDM Platinum, Gold and Silver options :
         IBM SNA Support
         HCON Support
Note: Coverage for 24-hour regular UNIX/Database System Administration Support of a non-critical nature is available at extra cost.



FOR MORE INFORMATION:
Contact your BDM Customer Representative, or Contract Administrator:
BDM INFORMATION SYSTEMS
406 - 15 Innovation Boulevard
Saskatoon SK S7N 2X8
Phone: (306)933-3000
Fax: (306)933-0311
email: patrick.jarrett@med.ge.com


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