Contract number: __________/__________
Between the parties
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___________________________
called PARTNER in the following
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will be concluded the following contract.
1.Preamble Preamble
We love and live free Software!
With this contract you support OPEN Source. We want to thank you!
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RE brings the services specified in this contract in the network of PARTNER.
3. Services
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3.1. Configuration & maintenance
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Configuration & maintenance of the total system.
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- all servers an all NMS Prime modules
- terminals (configfiles & firmware)
- QoS-, CMTS-, IP-Pools (in NMS Prime)
- All needed services like DHCP, DNS, TFTP, Time etc.
- Customized software-customizations like
- Billing/company data
- SEPA configuration
- Products
- Cost center
- Connection information/accounting design
- Database maintenance
- Security services (SSL certificate, administration of access rights)
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3.2. Update management
- Updates operating system on latest software (if necessary with verified stall reboot after consultation)
- Updates NMS on current status
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3.3. Monitoring
- Monitoring of all network components in a five-minute cycle and automatic notification in case of an error by app and/or email according to defined employee groups e.g. administrator and HF/optics technician
A) External monitoring
From Rötzer Engineering – Ipv4: 80.243.40.16/28, 46.167.48.0/27, 46.167.51.254/26
The external monitoring is used to check all critical system components and to monitor your local NMS Prime instance:
- NMS Prime Server (including Nagios Instance Check up)
- NAT Server
- Core-Router/Core-Routing-adresses
Your local NMS Prime instance monitors your network internally. The external check makes sure if your internal NMS Prime monitoring is working and thus serves as an external cross-check.
B) Internal monitoring
Monitoring of all network-relevant services:
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- Hard drive space/SAS/RAID
- Cache (RAM)/SWAP
- My SQL
- Load/Last
- Number of processes
- Number of active users
- Updates available
- NAT function and numbers of entries
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Remote-Monitoring:
- Router according to defined rules
- CMTS
- Cisco Power Supply/Fans
- SNR
- Number CMs …
- All network elements (e.g. manageable Nodes, amplifier and cluster)
- Modem balls
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- Daily backup of the provisioning server (data of the management system & connection data)
- Weekly backup of the complete system
3.5. CMTS
(if CMTS referred to Rötzer Engineering GmbH)
- Configuration
- Firmware updates
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3.6. Additional services
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- Help with the documentation of network activities in case of legal requirements or against the BnetzA
- Hotline support for employees to following topics
Troubleshooting (CMTS, HF, terminal, VoIP)
4. Filtering – contact & response times
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3. As far as RE needs the assistance of PARTNER for troubleshooting the system, it is obliged to entrust sufficient employees with the participation in the troubleshooting. This applies in particular to the network quality of the TV cable network, the availability of the CMTS as well as the functionality of the hardware of the server.
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Topic | Time | Reaction time |
Complete system failure | 24x7 | workhours: immediately, Outside: less 2h |
Warnings, some failures, critical updates | workhours | less 3 workdays (typical: same workday) |
normal questions, updates, configuration smart fixes | workhours | less 2 weeks (typical: less 3 workdays) |
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Workhours: 9am to 6pm – Mo to Fr CET
5. Payment
The mentioned services above are paid on a monthly basis based on the number of modems/TV billing customers/CMTS and number of managed network elements as follows:
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A) By monthly direct debit
Bank: _________________________________________________
IBAN: _________________________________________________
BIC: _ _________________________________________________
Usage: Rötzer Engineering – SLA - ___________________________ (contract number)
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