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F-MERVI'M 3 1 1.1.2Configuration 1 Backup Management FMi will maintain semi-annually mirrored image of the Client's database and application at FMi support center. This allows FMi's technical staff to access the Client's environment while providing support. This service can also provide an emergency backup for disaster recovery. This service is provided on request, Client must copy database and send it to FMi. 1.1.3Remote Access As an option, FMi can directly connect in a variety of ways to the Client's system. FMi can provide PC Anywhere, connect by VPN, Net meeting or by other suitable means. This allows the FMi technician to directly investigate the problem to bring quicker resolutions. Note: This optional service will require permission and support of the Client's Information Technology department. 1.1.4Server Support FM International will visit once per month, at the beginning of the month to perform systematic and regular testing of the City server and its performance. FMi staff will call in advance to confirm availability of onsite staff for access to the server. In addition, at the end of the visit, FMi staff will follow up with a brief summary (via email) to indicate the status of the server, its operation, and any changes in operation or configuration and any issues that have arisen since the last visit. The following services will be provided during the visit: • Review Event Viewer Logs (Application, Security, System) Take action if errors found. • Apply latest MS Service Packs or Hot fixes for Application and/or • Operating System if needed, and approved by City of Santa Ana. • Review Backup Exec logs to ensure backups are following schedule and/or report any errors. • Perform Backup Rotation scheme and ensure the Media (Tapes and Cleaning devices) are functioning properly. • Run random restores to ensure data on backup tapes are valid. • Check Antivirus Logs and verify latest pattern files and engines are applied to system, • Check power chute logs for any signs of problems. Ensure Smart Ups 1400 battery backup is functioning properly. • Check Database consistency. • Ensure disk drives have adequate space and is not reporting any errors.(Mirror set and Raid) • Make any recommendations for upgrades if needed. Report any performance issues. 600 W, SAN-FA :ANA 111,VD, SUITE 20Z 9 SrANTA A tiA. CA 92701 TEL. 71—5550-5525 0 FAX. 7f4-5M-5526 w my w. fiiii m e l- i t is t i o i l at. c o t� k