NYHIV - Website Support 2017-2019

NYHIV (Client) utilizes Apache webserver and AWS Hosted Linux servers to provide their publicly accessible website. This site is used globally. Hub City Media’s (HCM) Managed Support Services (MSS) will serve as the Global Tier 3 Support service for the Production systems listed for all constituents.    

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

• Apaches Server

• Linux Red Hat

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)