Overview
Managed Citrix Service provides customers with technical support, including 24/7 monitoring and day-to-day management of server Citrix environments hosted with SunGard. SunGard can manage the install, configuration, and maintenance of our customer’s Citrix systems.
Features
- Initial installation, configuration and security hardening of the Citrix system
Citrix availability and performance monitoring as defined by SunGard’s Platform Monitoring Services
- SunGard Availability Services will provide support for the Citrix Access Suite, including MetaFrame Presentation Server, Secure Access Manager, Web Interface and Secure Gateway, and will provide support for Windows Terminal Server / Terminal Services.
- Maintain detailed information regarding the overall status of the customer’s environment, maintain historical information to support troubleshooting and change analysis
- Regular service reviews and single-point-of-contact via an assigned Service Manager.
Benefits
The Managed Citrix Service provides a high quality, cost effective and reliable solution for customers that want to partially or fully outsource the management of their Citrix System environments. This is ideal for organisations that prefer to focus on running their business applications and therefore want to outsource the Citrix management component.
Service requirements
To support the successful implementation and support of production services, SunGard will work with the customer and SunGard’s preferred supplier to qualify and Citrix system set-up and the following information;
- It is a requirement of this service that SunGard and their preferred supplier are involved in qualifying the service. The set-up fee is therefore not fixed and will vary dependant on the complexity of the system to be supported
- SunGard will work with the customer to qualify software maintenance agreements for 24x7, 4-hour response vendor support for the software being installed and supported. The customer will also need to provide a letter of agency for the software support assuming SunGard will be empowered to call the support provider on behalf of the customer
The customer is responsible for the testing of all software patching identified as available for installation as part of this service before installation on the live server. This gives the customer the opportunity to qualify likely impact on the availability of installed software or the system as a whole.