SYSTIME Computer Corporation, 595 Market Street, Suite 2400, San Francisco, CA 94105

Section: B. Objective

Project

Description

& Action: Addition to the existing

Details: LNA has requested SYSTIME for 2 Websphere Support Specialists to support their current team in monitoring and managing their Websphere system and related projects within Lafarge North America. The coverage for the web sphere support will be for 16*5 support on a regular basis and On-Call support for the non-coverage periods on an as required basis. Section: C.Project Location & Start/End Action: Addition to the existing Date Details: Offshore location: SYSTIME GDC, 155, Millennium Business Park, Mahape, Navi Mumbai. India Estimated project start date: 1st January 2012 Estimated project end date: 31st December 2012 Section: D.Services (Scope and out of Action: Addition to the existing Scope)

Page 1 of 8

Statement of Work Addendum Lafarge North America 2010 SYSTIME Computer Corporation
Strictly Confidential: This SOW or any part of it, may not be copied, circulated, quoted without prior written approval from SYSTIME.

SYSTIME Computer Corporation, 595 Market Street, Suite 2400, San Francisco, CA 94105

6. Wesphere Support Scope: Websphere Monitoring :Currently there are 75+ websphere installations in LNA infrastructure landscape of which more than 50% are very critical in nature, requiring constant monitoring and proactive troubleshooting for issues and bug fixes. Currently the Websphere is monitored using Sitescope where in thresholds defined articulate the nature of the issue being reported. Activities involved are 1. 2. 3. 4. 5. 6. 7. Acknowledge the email alert received by Sitescope Validate the alert being reported Analyze the issue for any proactive troubleshooting requirement Incase of an action on issue ,create SR/RFC for change in websphere environment. Action the SR/RFC post line manager approval Verify the change Close the SR/RFC

Scheduled Maintenance From Application point of view, they need regular maintenance, so WebSphere admin will coordinate with application team to bring down / swapping to cluster the environment and again place it back to original position.
Activities involved are 1. 2. 3. 4. 5. 6. Enterprise maintenance calendar will be shared to all team. Communication to all stake holders about the impact. Bring DOWN & UP the environment at scheduled time and notify to all stake holder. Surface testing post start up. Verify the change from application team/ end user confirmation

Incident Management
As Websphere infrastructure has many third party applications being referenced by end user, there are requests for technical assistance being raised by end users or application support personnel. Websphere administrator team is involved in resolving such requests to closure. Activities involved are 1. 2. 3. 4. 5. Acknowledge the incident coming through Service Now tool. Analyze the requirement , validate execution steps Execute the solution ( no change in prd environment only end user / application setting) Verify the change post application team/ end user confirmation Close the incident.

SR/RFC implementation (New Change)

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Statement of Work Addendum Lafarge North America 2010 SYSTIME Computer Corporation
Strictly Confidential: This SOW or any part of it, may not be copied, circulated, quoted without prior written approval from SYSTIME.

SYSTIME Computer Corporation, 595 Market Street, Suite 2400, San Francisco, CA 94105

For any enhancement / change, Application stakeholder will request WebSphere administrator seeking their suggestion and action plan. Based on application requirement Application owner will submit the RFC with detailed requirement/ reason for changes.
Activities involved are 1. 2. 3. 4. 5. 6. Acknowledge the SR/RFC entered in Mercury. Analyze the requirement , validate execution steps Impact analysis and communication to all stakeholders. Execute SR/RFC post line manager approval Verify the change post application team/ end user confirmation Close the SR/RFC.

WebSpehere admin will also submit RFCs / SR if they have any specific change in Websphere environment by taking approval from corresponding application owner. Code Deployment :As LNA infrastructure landscape has more than 50% installations which are very critical in nature, there is a constant need for application bug fixes to be tested and ported on production once the test results are successful. These tasks would be executed in conjunction with Application support team to ensure bug fix or new enhancement implementation. Activities involved are 1. 2. 3. 4. 5. Acknowledge the SR/RFC entered in Mercury Analyze the requirement , validate execution steps Action the SR/RFC post line manager approval Verify the change post application team confirmation Close the SR/RFC

Housekeeping To have health environment, proactive health checkups is mandatory. Web Sphere admin will do the routine housekeeping (checking / deleting log files, sending test alert to sitescope etc) in Web Sphere environment.
Activities involved are 1. 2. 3. 4. Checking application logs / configuration file Deleting / purging the old logs. Regular backup of config files. Post cleaning, Verify the application .

Page 3 of 8

Statement of Work Addendum Lafarge North America 2010 SYSTIME Computer Corporation
Strictly Confidential: This SOW or any part of it, may not be copied, circulated, quoted without prior written approval from SYSTIME.

SYSTIME Computer Corporation, 595 Market Street, Suite 2400, San Francisco, CA 94105

Vendor Co-ordination Whenever web sphere environment has any kind of bug or application issue which is beyond the available solution then Web Admin has to rise the ticket/PMR with IBM to get it fixed and need to sync with the IBM for future support. Support Hours: 16 * 5 Coverage during the week. Month End activity 24 hrs required: Covers Day -1 till Day +5 (6 days in a month)

Night & Week End on-call support: Rotational between 3 people starting from 1st Jan 2011.

Section: J. Resources and Time line Details:

No 1 Engagement Area Operation Specialist Control Resource 3 Offshore

Action: Addition to the existing

Activity Support Services Execution

Coverage 16 * 5

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Statement of Work Addendum Lafarge North America 2010 SYSTIME Computer Corporation
Strictly Confidential: This SOW or any part of it, may not be copied, circulated, quoted without prior written approval from SYSTIME.

AE I 2 P NX P D
T t b bo get e e iba uo h Wpe S pfr N h al e wv hda r kpf e eshe c eo A e e l i s tl et b r o L .

# 1 2 3 4 5 6 7 8 9 10 11 12

Applicatio Applicatio Region n Name n Owner LEO LEO LEO LEO LEO LEO LEO LEO LEO LEO LEO LEO Robert Robert Robert Robert Robert Robert Robert Robert Robert Robert Robert Robert North America North America North America North America North America North America North America North America North America North America North America North America

Server Host name lnawas03.na.lafarge.net lnapts04.na.lafarge.net lnapts05.na.lafarge.net lnapts06.na.lafarge.net lnahtp02.na.lafarge.net lnahtp03.na.lafarge.net lnawcr02.na.lafarge.net lnawcr01.na.lafarge.net lnawca01.na.lafarge.net lnapts01.dev.na.lafarge.net lnahtp01.dev.na.lafarge.com lnawas03.qua.na.lafarge.net

Environment Production Production Production Production Production Production Production Production Production Dev Dev Qua

Websphere OS Version 5.1.1.6 5.1.1.6 5.1.1.6 5.1.1.6 2.0.47.1 2.0.47.1 5.1.1.6 5.1.1.6 5.1.1.6 5.1.1.6 2.0.47.1 5.1.1.6 Windows Windows Windows Windows Windows Windows Windows Windows Windows Windows Windows Windows

13 14 15 16 17 18

LEO LEO LEO LEO LEO LEO

Robert Robert Robert Robert Robert Robert

North America North America North America North America North America North Ameria

lnapts03.qua.na.lafarge.net lnawcm03.qua.na.lafarge.net lnahtp03.qua.na.lafarge.net lnapts04.qua.na.lafarge.net lnaptt01.qua.na.lafarge.net lnahtt01.qua.na.lafarge.net

Qua Qua Qua Qua Qua Qua

5.1.1.6 5.1.1.6 2.0.47.1 5.1.1.6 5.1.1.6 2.0.47.1

Windows Windows Windows Windows Windows Windows

1 2 3 4 5 6 7 8 9 10

LIFE LIFE LIFE LIFE LIFE LIFE LIFE LIFE LIFE LIFE

Bruce Fraser North America lnalwa01.na.lafarge.net Bruce Fraser North America lnalpt01.na.lafarge.net Bruce Fraser North America lnalpt02.na.lafarge.net Bruce Fraser North America lnalpt03.na.lafarge.net Bruce Fraser North America lnalpt04.na.lafarge.net Bruce Fraser North America lnalpt05.na.lafarge.net Bruce Fraser North America lnalpt06.na.lafarge.net Bruce Fraser North America lnalpt07.na.lafarge.net Bruce Fraser North America lnalpt08.na.lafarge.net Bruce Fraser North America lnalht01.na.lafarge.net

Production Production Production Production Production Production Production Production Production Production

6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15

Windows Windows Windows Windows Windows Windows Windows Windows Windows Windows

11 12 13 14 15 16

LIFE LIFE LIFE LIFE LIFE LIFE

Bruce Fraser North America lnalht02.na.lafarge.net

Production

6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15 6.1.0.15

Windows Windows Windows Windows Windows Windows

Bruce Fraser North America lnalwa01.qua.na.lafarge.net Qua Bruce Fraser North America lnalpt01.qua.na.lafarge.net Bruce Fraser North America lnalpt02.qua.na.lafarge.net Bruce Fraser North America lnalht01.qua.na.lafarge.net Alex Almero North America lnalpt01.dev.na.lafarge.net Qua Qua Qua Dev

1 2 3 4 5 6 7 8 9 10

MAXIMO Odile MAXIMO Odile MAXIMO Odile MAXIMO Odile MAXIMO Odile MAXIMO Odile MAXIMO Odile MAXIMO Martin MAXIMO Martin MAXIMO Martin

North America North America North America North America North America North America North America North America North America North America

lnamwa01.na.lafarge.net lnampt01.na.lafarge.net lnampt02.na.lafarge.net lnampt03.na.lafarge.net lnamht01.na.lafarge.net lnamht00.na.lafarge.net Tulmax01.na.lafarge.net lnamwa01.qua.na.lafarge.net LNAMPT01.qua.na.lafarge.net LNAMPT02.qua.na.lafarge.net

Production Production Production Production Production Production Production Qua Qua Qua

5.1.1.13 5.1.1.13 5.1.1.13 5.1.1.13 2.0.47.1 2.0.47.1 5.1.1.13 5.1.1.13 5.1.1.13 5.1.1.13

Windows Windows Windows Windows Windows Windows Windows Windows Windows Windows

11 12

MAXIMO Martin MAXIMO Martin

North America North America

lnamht01.qua.na.lafarge.net lnamwa01.dev.na.lafarge.net

Qua Dev

2.0.47.1 5.1.1.13

Windows Windows

1 2 3

APS APS APS

Sandro North America Sandro North America Sandro North America

lnaaps01.na.lafarge.net lnaepl01.qua.na.lafarge.net lnalpt01.dev.na.lafarge.net

Production Qua Dev

5.1.1.0 5.1.1.0 6.1.0.15

Windows Windows Windows

1 2 3 4

LATAM Sandro LATAM Sandro LATAM Sandro LATAM Sandro

North America North America North America North America

LATMPT01.am.lafargeone.net LATMPT02.am.lafargeone.net LATMHT01.am.lafargeone.net LATMHT02.am.lafargeone.net

Production Production Production Production

4.0 4.o 1.3.19.6 1.3.19.6

Windows Windows Windows Windows

1 2 3 4

JASPER Jaffery North America JASPER Jaffery North America JASPER Jaffery North America JASPER Jaffery North America

Lnajrs01.na.lafarge.net Lnajrs02.na.lafarge.net Lnajrs01.dev.na.lafarge.net Lnajrs02.dev.na.lafarge.net

Production Production Dev Dev

Windows Windows Windows Windows