Matrix offers management, according to the scope:
a. When hiring Management, the responsibility belgongs to Matrix:
- Installation of operating system, database and applications approved;
- Management Operating System and Basic Applications approved;
- We solve technical problems regarding OS, BD and approved applications, with service beginning within 15 minutes after ask: first level support 24x7 and 8x5 second level support;
- Management of safety equipment;
- Advanced monitoring of server ports and services (Ex .: 80, 21, 1433, etc. ..)
- Password administration;
- Security patches;
- Users and permissions;
- Control of doors;
- Reinstalling the operating system, database and applications.
b. Matrix Responsabilities:
- Support - first level 24x7x365;
- Monitoring Tickets by URL: http://suporte.matrix.com.br;
- Monthly Report - Service Level;
- OS Installation (see approved versions);
- Remote Access (SSH);
- Monitoring of IP Band;
- Network configuration and security (VLAN - DNS - Rules and Firewall);
- Matrix will provide credentials to access (users) tailored to the needs of application management.
- Customer will be responsible for the troubleshooting process related to its application.
** Matrix is not responsible for unapproved application, including impacts on performance / security.