Scope of Services for Operating Packages
With our operation packages we ensure stable, high-performance servicing of your Atlassian application at predictable costs.
Services | Operated by Seibert Media | Operation in your infrastructure(Virtual Appliance) |
|---|---|---|
| Initial Services | ||
| Set up of a virtual machine and basic installation of the Atlassian application. |  | |
| The basic configuration of the Atlassian application (Admin Account, Mail delivery) | | |
| Support when setting up a backup within the customer's infrastructure. | - | |
| Setting up of Site2site VPNs for an LDAP connection or the VA Systems | | |
| Simple LDAP connection in accordance with the //SEIBERT/MEDIA Standard template | | |
| Operation and Backup | ||
| Hosting of the Atlassian application and its the data | |  1 |
| Backup restoration after data loss or failure | | 1 |
| Making the backup data available after cancellation of the operating package | | 1 |
Provide backups or data exports for purposes other than data loss or system failure | | 1 |
24/7-monitoring of critical components and elimination of faults within the service period | | |
| Daily data backups in an outsourced data center | | 1 |
| Applications and App Updates | ||
| Regular operating system updates | | |
| Regular security updates | | |
Updates of the Atlassian application and apps, including a clone of the active system and test updates. | | |
| On request: app updates outside application updates | | |
| Changes | ||
| Change requests after GoLive phase (e.g. system configuration modifications) | | |
Conversion of IP addresses of elementary services such as VPN and LDAP servers with early announcement by customers | | |
| Installation of new apps upon request | | |
| Data synchronization upon request from the productive to the permanent test system outside of application updates | | |
| TLS protection with Let's Encrypt or with a certificate provided by the customer | | |
| Simple LDAP connections (multiple servers, standard LDAP-Filter) ² | | |
| Set up of single sign-on (SSO) ² | | |
| Malfunctions | ||
Support und services to troubleshoot problems at the application-level. (Malfunction Classification 1, 2 and 3) | | |
| Support and services to resolve issues that have arisen due to unannounced changes to customer infrastructure (e.g. changes to customer LDAP or mail servers or VPN) | | |
| Elimination of complete malfunctions due to system-level errors (e.g. resource bottlenecks in CPU, RAM, hard disk) | | |
| Simple analysis and countermeasures for performance problems | | |
| Excluded Services | ||
| Migration / Merging of data from an existing Atlassian application | | |
User and group migration (e.g., merging of LDAP-systems, complex SSO-setup) | ||
| Expert advice and further configuration of the application | | |
| User support | | |
inclusive service
will be billed according to expenditure / not included
1: Hosting and backup are performed on Virtual Appliances (VA) in the customer infrastructure.
2: Complex LDAP connections and SSO facilities, e.g. with the need to rename user accesses, are project in nature and are not included