Chubb - IDM Support 2017-2020

Chubb (Client) utilizes various IT systems and solutions to provide Identity Management functions and monitoring. These systems are used globally. Hub City Media’s (HCM) Managed Support Services (MSS) will serve as the Global Tier 3 Support service for UAT, Model and Production systems listed for all constituents.                 

HCM MSS will be responsible for supporting the following Client platforms:

• Oracle Identity Manager (OIM) 11gR2 PS2

• Oracle Enterprise Manager (OEM) 12c with Identity Management Service Pack.

• Including the integration of these functions with the following applications:          

• Active Directory (two (2) Instances)

• RACF (one (1) Instance)

• Unix / Linux (one (1) Connector Instance)

• DB2 (one (1) Instance)

• Custom Web Services (one (1) Instance)

• LDAP (one (1) Instance)

Tier 3 Managed Support Services provides:

• Severity 1 Production Outage break / fix resolution (Resolution is defined as reasonable workaround, short-term fix or detailed plan for long-term solution)

• Severity 2 and Severity 3 Production Incident Support and resolution as submitted to HCM from Client review process (Client review process eliminates out-of-scope requests improperly identified from Tier 1 or Tier 2)

• Inform Client of system quarterly security patching for in-scope systems as appropriate and provide guidance on implementation as approved by Client

• Scheduled and unscheduled System restart monitoring and support

• Scheduled daily Health Checks and standard HCM Health Check automation functions (Health Checks may be customized by mutual agreement of both parties)

• Support Metrics reporting (monthly summary)

• Proactive System and OIM Monitoring using available monitoring tools and System Log Review (daily)

• Identify repetitive, ongoing issues and provide a proactive plan to address resolving (monthly) (Resolution is performed by Client)

• Actively open, manage, track and report to Client Oracle Service Requests (SR) from inception to resolution, providing assistance to Oracle for information required for resolution and troubleshooting.

• Support and resolve VIP issues related to in-scope systems

• Ramp up and support Chubb Global based upon a mutually agreed schedule during the service. The Service will initially begin with North America.