PORTACARE

As the solution provided is mission critical and uptime is of importance, WebCall have included the PortaCare 24/7 support & maintenance contracts as this will ensure maximum availability of the solution.

WebCall will be the primary point of contact, and our service is backed by PortOne's global technical support team which will be used for escalation and of faults according to severity 24 hours a day, 365 days a year. The PortaCare service agreement includes support of PortaOne products, proactive system management services, regular software updates, and provision monitoring, as well as assistance in the unlikely event of system downtime/failure.

More specifically, the following are included in these services:

System maintenance

Remote monitoring of systems on a daily basis (usually on business days) for basic system health, including:

• Database (replication monitoring/recovery)
• Storage (log file rotation and compression, disk space monitoring, backup policy and setup)
• Security (IP firewall policy and setup, security monitoring, detecting hacker activity)
• NTP problems
• DNS forwarding and reversing DNS resolution
• Updating systems with appropriate bug fixes from the published OS vendor
• Operating system and third party software upgraded as appropriate - this will only be performed upon substantial consultation with the client
• Addressing operational problems with the installed software, so long as this pertains to the software's designed capabilities Product Support
• Initial system setup
• Verification and correction of identified program errors
• All patch and maintenance releases of the software at no extra charge
• All major releases of the software at a substantial discount
• Priority-based e-mail response 24 hours a day, 365 days a year