The contents herein, including the concepts, methods and recommendations, as well as the files related to this document, are the confidential and proprietary information of Strategic Project Solutions, Inc. (SPS), and are licensed for use solely by customer and for the project, and for no other purpose. The contents herein and the related files are Copyright ©2017 by SPS. All rights are reserved. No part of this document or the related files may be reproduced, distributed, or modified by any means (e.g., electronically or by photocopying or recording) without the express prior written permission of SPS. SPS® and STRATEGIC PROJECT SOLUTIONS® are the registered trademarks of Strategic Project Solutions, Inc.
E-mail to SPS Support
Click here to send e-mail.
Overview
SPS Project Production Control (PPC) Solutions enable effective delivery of complex and critical capital projects. In order to ensure scalable and sustainable deployment of these solutions, SPS has developed SPS|Production Manager (SPS|PM), a software application.
SPS|PM has been developed using a relational database architecture, supported by a user interface that is accessible using a standard web browser. A benefit of this architecture is that end users do not need to invest in internal software, hardware, their implementation, or additional IT staff. Though activated as a single application for each customer, SPS|PM consists of various modules that are made available to the customer based on their specific requirements. The benefit of this approach is that a customer only uses and invests in what they need. If their needs increase or decrease over time, additional modules or customization of the modules in use may be activated or deactivated with minimal, if any, disruption to the current configuration.
In addition, the modularity of the SPS|PM application incorporates numerous options for configuration based on specific customer needs. SPS also maintains an ongoing development process where new capabilities and features are continuously being added to the application.
For customers that desire enhanced redundancy, security and speed, SPS also offers customized hosting solutions. To learn more, contact SPS|Technical Services.
Level of Access & Performance
SPS|PM’s hosting environment is guaranteed to provide monthly up-time of 99.9% on the hosting environment network infrastructure including ISP connections and network infrastructure availability, firewalls and network equipment. The level of access to and performance of SPS|PM components is set forth as follows:
| COMPONENT | PERFORMANCE LEVEL |
| Network and Servers | 99.999% |
| Infrastructure Devices | 99.99% |
| High Availability Devices | 99.99% |
| Non-High Availability Devices | 97.0% |
If access to and performance of SPS|PM falls below the levels stated above, SPS will, 1) promptly investigate the cause of the problem, 2) use reasonable skill and care to resolve the cause of the problem as soon as practicable (regardless of cause or fault), 3) advise Customer of the status at appropriate times, and 4) certify that all reasonable action has been taken to prevent any recurrence of the problem.
Technical Support
The following defines the service support levels:
Application Support Definitions
| TERM | DEFINITION |
| Maintenance | Changing information in the application service that a user is not able to change through a user interface |
| Bug | A defect in the application service that prevents it from performing as designed |
| Development | A modification to the application service intended to improve or to introduce a new functionality |
Application Maintenance
| CATEGORY | DESCRIPTION | SERVICE LEVEL |
| Level 1 | Defective data preventing system use | Response within 12 hours, completed within 24 hours |
| Level 2 | Clean-up of data | Response within 1 working day, completed within 5 days |
Application Bug
| CATEGORY | DESCRIPTION | SERVICE LEVEL |
| Level 1 | Defect resulting in or causing loss or corruption of data or system not accessible or loss of critical functionality | Response within 5 hours, return to service within 24 hours |
| Level 2 | Loss of non-critical functionality | Response within 1 working day, return to service within 5 days |
| Level 3 | Minor faults that do not prevent the system from performing as designed | Next release |
Application Development
SPS maintains an on-going program to improve and/or further develop SPS|PM. SPS makes these developments available through regular releases of the application service. Customers wishing to accelerate this process or undertake development specific to their needs can do so through either a fixed-sum proposal or hourly rate. Refer to the Master Solutions Agreement for investment amounts and terms & conditions.
Disaster Recovery
In the event of a disaster, the hosting support team is notified by way of 24×7-staffed Network Operations Center (NOC) Monitoring. Based on the type of a disaster, the NOC using a priority list, contacts the correct support level for resolution. In the case of a total Disaster (site outage), support team takes immediate steps to fail over to either a local or redundant facility off-site.
| DESCRIPTION | REMEDIAL ACTION |
| Site Outage or Site unresponsive – Immediate attention is needed |
First 5 Minutes – Support Level notification Within 10 Minutes – Assessment Complete, Disaster (YES/NO) Within 15 -20 minutes – Site Recovered RCA Assessment begins |
| Data loss / Data Corruption – Immediate attention is needed |
First 5 minutes – Support Level notification Within 10 Minutes – Halt data replication and backup process to eliminate data overwrite Within 30 minutes – Assessment Complete Disaster (YES/NO). Within 45 Minutes – Start Data Restore Within 1-4 hours – Data Recovery Complete |
Technical Support Reporting
SPS maintains reports for all SPS|PM technical support for period of twelve (12) months.