Management Services

Management services are applicable for each host deployed in the customer's project. This model ensures the coverage of Management Services for hybrid projects, involving different types of Data Center services (Entreprise Hosting, Colocation, Cloud Computing, among others), delivered to the customer as a single solution. The scope of services is cumulative, as shown in the table below:

Facility Management

IP Band Management

Service applicable only to clients contracting Internet Access Band. Matrix will be responsible for monitoring and managing the IP connection made available to the customer (when applicable), to ensure network availability and performance. All IP bandwidth management modalities are offered in a redundant manner, through connection with multiple telecommunications operators. The service includes the provision of IP addresses, DNS record hosting services, in addition to IPS/IDS. SSH intrusion type attacks are not detected in this service. If the customer wants protection against this type of attacks, it will be necessary to hire a dedicated firewall. Further details of the service can be found in Information Security.

Provision of IP Addresses (Internet Protocol)

Matrix will make available a block of fixed and public IP addresses for the customer to use. By default, an IP block will be made available, according to the Commercial Proposal. If there is a need to use a greater number of IP addresses by the customer, it will be subject to a new Commercial Proposal.

Domain Name Hosting Service (DNS-Domais Name Service)

Use of Matrix's DNS redundant infrastructure to host up to 10 (ten) domain or network records. If there is a need to host a larger number of DNS records, it will be subject to a new Commercial Proposal.

 Anti-DDoS, Intrusion Detection & Prevention (IDS/IPS)

Matrix analyzes network traffic originating from the Internet, and traffic destined for the Internet for known attack signatures. Once the attack is verified, the destination will be blocked, and/or the traffic will be redirected to Clean Pipe.

Anti-DDoS, IPS/IDS systems are available and act according to rules stipulated by Matrix for all Data Center customers. If the customer needs specific rules for their environment, they must hire an additional service, subject to a new Commercial Proposal.

 IP Bandwidth Capacity in Fixed, Full-duplex mode

It includes the availability of IP bandwidth according to a given capacity, fixed in Mbps (megabits per second). The internet access bandwidth is synchronous, with the same capacity available for upload or download (full duplex).

IP Band Capacity in 95 Percentile mode

The 95 Percentile Internet Access Band option provides the customer with a connection with minimal capacity, instantly scalable, limited by the peak contracted capacity, in Mbps (megabits per second). The customer will be billed for the minimum contracted capacity, and for the variable additional capacity actually used in the month, following the 95 Percentile rule. The variable amount will be charged transparently according to the current and previously informed Mbps value.

The first installment of the service will correspond to the contracted minimum connection and the additional one used on a pro-rata basis and will be billed on the day of the month defined in the contract. The second monthly fee, as well as the others, will be composed of the value of the minimum connection plus the value of the total variable connection.

Inbound and outbound traffic is sampled every 5 minutes over the one month billing period. The value of each 5-minute sample is assigned based on the average data input and output rates, calculated from the traffic verified for that 5-minute interval and stored in Matrix's billing system.

The 5% of higher value samples will be ignored, leaving a burst peak of 95 Percentile, which is used to establish the usage level for billing issues. For example: in a 30-day month, up to 8,640 5-minute samples will be collected. Applying the 95th Percentile rule, the highest 432 samples are discarded, leaving 8208 samples. For billing purposes, the peak rate is defined as the highest of the remaining 8208 samples for that one month period.

CGI.BR Cross-Connection Service to the IX.BR

Matrix is the CGI.BR's IX.br interconnection point, which aims to seek the lowest latency and the best quality of access for all Internet users in Brazil through the direct connection between the Autonomous Systems (AS) of the companies participating in the project . In addition to Matrix IP band services, the Customer may opt for physical interconnection, through category 5 cabling and RJ45 interface to the IX.BR.

In this case, the provision of access bandwidth capacity, as well as its management, will be the responsibility of CGI.BR, and the client must negotiate directly with it. In this mode of delivery, Matrix will only be responsible for the physical connection between the client's environment to the IX.BR and logical configuration through the BGP (border gateway protocol) protocol. 

Deployment Procedure:

1. The customer must negotiate the desired port capacity directly with IX.br. Matrix does not mediate bandwidth capacity negotiations between the Client and IX.Br;
2. Once the negotiation with IX.br is concluded, and its implementation procedure is completed, IX.Br will make available a physical port inside Matrix's Data Center for interconnection with the Client's racks;
3. At this moment, Matrix will proceed with the implementation of the Cross-Connection between the Customer's Rack and the physical port provided by IX.Br.

Infrastructure Management:

Matrix will be responsible for monitoring and managing the infrastructure made available to the client, in order to ensure that it meets the appropriate specifications in terms of energy supply, air conditioning, fire protection, physical security, among others.

call management

Tickets referring to the structure provided must be opened in the Service Desk Matrix, which works 24 hours a day, where all tickets received and processed according to the SLA are stored. After we classify it as solved and the customer remains unanswered for 72 hours, the call is automatically closed.

In case of doubts or any abnormality, the customer may contact this technical team, calling the Service Desk Matrix to register a call or clarification by calling (11) 3323-9212, through the suporte.matrix.com portal. br by e-mail [email protected]

Physical Server Management

Monitoring

The Matrix solution is managed by the Network Operation Center (NOC) around the clock, 24 hours a day, 7 days a week.

This monitoring is carried out through various management solutions, with all information from the main services being consolidated and made available in real time through a customized graphic interface for the customer.

• Monitoring of network elements through ICMP
• Monitoring of Physical or Virtual Servers through MIBs

Hardware Management

Matrix will be responsible for monitoring and managing all hardware made available to the customer, exchanging faulty parts through the local replacement equipment bank (Spare Parts), according to the times defined in the SLA. Matrix checks managed devices at timed intervals to detect failures or loss of contact. A failure can be detected through pooling (checking the Device's activity) or through a “Trap” that is sent by the monitored element.

Incident Management

The Incident Management activity is the process of Detecting, Isolating and Correcting or circumventing state changes that impact the service, in order to minimize downtime.

The entire cycle above is supported through the Incident management process with the application of procedures in the various elements of the service structure. 

This entire process is also supported by Event Management (proactive alerts), Problem Management (treatment/correction of the root cause of the biggest offenders) and Escalation Management (automatic information to the customer via email and in critical cases of total unavailability , via telephone). All activities are recorded in Matrix's CRM systems:

• Fault Diagnosis: When any element of Matrix's responsibility has a fault, Matrix will initially provide remote technical support to determine the cause of the fault. If necessary, Matrix will send a technician to the site to solve the problem. Remote technical support will be available during and outside business hours, as long as the problems claimed are present in the solution provided by Matrix
• Preventive Maintenance: Matrix will carry out the preventive maintenance recommended by the equipment manufacturer, by prior scheduling with the contracting party. These actions are always scheduled and informed to customers at least 48 hours in advance via the Service Desk;
• Corrective Maintenance: The procedure for recovering Matrix's data services starts immediately after an alarm is generated in our management network or after opening a call in the Service Desk:
• An attempt will be made to recover the service via remote access;
• If the problem is not resolved remotely, we will open a call with the subcontracted operator and/or move a technician to the location of the problem. The Matrix technician must have access to the equipment installed on site, otherwise the “Trouble Ticket” will remain in “Hold” until access to the equipment is released. Time lost in the meantime will not be counted as downtime;
• If a problem is diagnosed "in loco" that is not the responsibility of Matrix (for example: unmanaged colocation equipment) this "Trouble Ticket" will be disregarded for the calculation of the pre-agreed SLA and a visit fee will be charged customer extra.

Event Detection

Collections of statistical information about network devices and managed links vary according to the characteristics of each device. In turn, the collection of statistics changes according to the implementation of the Simple Network Management Protocol (SNMP) agent installed on the device, which means that we may have different information for the same type of device. Technical reports are provided on request, offline (without interaction with the Matrix monitoring portal). The main reports available are:

• Incidents and Events that occurred in the period of the previous month;
• Management Report to demonstrate compliance with contracted service levels - SLA;
• Report of scheduled maintenance during the period of the previous month.

Problem Management

The Problem Management process focuses on finding known errors in the service infrastructure, everything that is done in this process is aimed at:

• Find known bugs;
• Identify workarounds to eliminate known errors;
• Raise change requests in case a change is necessary to solve the identified problems;
• Check if after performing the solution of a problem the error disappears.

Issue management is also a proactive process, meaning issues are identified to be resolved before the error occurs.

A problem can be defined by:

• The repetition of incidents with common symptoms, in which the cause is unknown
• A major incident, the root cause of which is unknown.

Change management

The objective of this process is to control and coordinate the final quality of all activities related to inclusions, alterations and exclusions in the resources that make up the provision of services provided by Matrix. These features include:

• Hardware and software configurations;
• Configuration of communication network elements;
• Applications;
• Cataloging of web pages etc.

The Change Management Process is responsible for deciding and coordinating changes, and is not intended to implement the changes.

The Change Management process will control changes so that they are implemented efficiently and cost effectively with minimal risk to the services maintained. This process's mission is to manage all changes that may impact services, through a single, centralized process of approval, scheduling and change control, to ensure that those involved remain aligned with the requirements of the change, with the least possible risk.

Main objectives of this process

• Ensure that standardized methods are being used for the efficient treatment of all Changes, reducing their risks and impacts;
• Minimize incidents related to changes;
• Risk analysis, between need and impact.
• This process focuses on changes that affect
• Communication Hardware, Software, Equipment and Software;
• Applications in production;
• All documentation and procedures associated with the operation, support and maintenance of the IT Infrastructure.

They are out of scope, however related

• Project changes, for example, an ERP implementation project may require changes in server capacity;
• Identification of components affected in the registry change or update (Configuration Management domain);
• Release of new components (focus on Release Management).

The operating procedures of this process are subject to discussion and agreement between Matrix and the client.

For process adequacy, some items are relevant:

Changes Managed by Matrix may be related to the infrastructure and only the customer's installed environment, both follow the same precepts with the guarantee of what must be done, which professionals are needed, adequate planning, validation plan (post-changes) Previous Backup and Return Plan.

Changes originated by Matrix having the Data Center infrastructure as Scope, use the same concepts, and must be informed to the customer at least 48 hours in advance for the scheduled Changes.

Matrix Change Management does not include the control of Software and Applications versions, as well as the content in the Databases.

Backup Type System State

Type of backup performed for all physical equipment of the customer, target of management services. This backup supports the configurations of servers and physical equipment as deployed by Matrix.

Its purpose is to quickly restore environments in the event of any disaster. This service does not support the data stored by the customer. For this, it is necessary to hire additional backup services.