TERADATA OPERATIONS, INC.
STATEMENT OF WORK
CUSTOMER: Sony Picture Entertainment Inc. (“Client”)
TERADATA OPERATIONS, INC, (“Teradata”)
PROJECT NAME/ID: Teradata Managed Services
SOW EFFECTIVE DATE: June 28, 2012
MASTER AGREEMENT TYPE/DATE: NCR Master Service Agreement Dated September 23, 2005, as may have been amended between the Parties from time to time (the
“Agreement”).
This Statement of Work, and any other attachments, (this “SOW”) applies to the professional
services (“Services”) and associated deliverables (“Deliverables”) specified in this SOW
which are to be provided to/for Client by Teradata in connection with the project identified in
this SOW (the “Project”).
Teradata’s offer to provide Client with the Services and Deliverables set forth in this SOW,
and to do so at the rates set forth in this SOW, is conditioned upon and valid only if Client
accepts the proposal contained in this SOW by providing Teradata with a copy of this SOW
as signed on behalf of the Client. This offer is valid through June 29, 2012
SONY PICTURES ENTERTAINMENT INC.: FOR TERADATA:
Signature:
Signature:
Printed Name:
Printed Name:
Title:
Title:
Date:
Date:
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PART A. PROJECT-SPECIFIC TERMS
1.
NATURE OF THE PROJECT
1.1 Overview
Client has a Teradata Data Warehouse Environment that is currently in operation. This environment contains the following components: Production Teradata system (“4N2HSN5555
upgraded to 13.10 or later version”), QA Environment (“1N 560 on 13.10 or later version”),
and Development Environment (“1N 551P upgraded to 13.10 or later version”), (“Teradata
Environment”). Teradata will provide the services described within this SOW to manage that
environment (“Managed Services”) as described below. These services are designed to be
performed primarily remotely after an initial on-site orientation on site in Culver City and Los
Angeles and process definition period (“Transition Service”)
1.2 Baseline Metrics
During the transition service, detailed environment metrics will be captured to establish
baseline assumption on the workload associated with supporting the environments and applications on them. Once the baseline metrics are validated, change in the baseline metrics
will form the basis for increases, decreases, or changes in coverage based on work volume.
Metric
Targeted
Monthly
Volume
For staffing core support resources:
Number of Priority 1 (P1) – Critical incidents per month
Number of Priority 2 (P2) – Standard incidents per month
Number of Priority 3 (P3) – Non-Critical incidents per month
Number of user change requests (add, change, delete, profile) per
month
Number of user-support requests per month
Average time-to-resolve P1 incidents
3 Hours
Average time-to-resolve P2 incidents
8 Hours
Average time-to-resolve P3 incidents
2 Business
Days
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Time spent on user administration per month
Time spent on user support per month
Average time to troubleshoot/escalate failure on automated interfaces
Number of Service Requests per month to register new data source
in a standard format
Average time to execute the procedure to register a new data source
and test for production readiness
Average amount of user-support time (help, data consultation, UI explanation/troubleshooting)
For staffing change-control resources:
Number of requests to add or change a standard data import/export
format
Average time to add or change a standard data import/export format
Number of requests for new queries or reports
Average time to add or change a query/report
1.3 Base Coverage Hours
Services will be delivered according to the following coverage schedule.
Service Function
Coverage Option*
Teradata Performance
Management Service
Teradata Infrastructure
Service
Service Management
A rotating shift based on the system
being tuned, to be coordinated with
the Client
9-6 Pacific Time, 5 days a week,
Monday through Friday
Average of 2 hours a week, including 2 quarterly visits in Los Angeles
* All time information is for Pacific Standard Time or Pacific Daylight time, whichever is currently in effect in Los Angeles.
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Client and Teradata will exercise diligence in jointly agreeing on tasks and workload balance
such that the work can be completed during the hours described above.
In the event that task execution requires different coverage than that described above, either
party may request a change via the change control process described in Attachment A of
this Statement of Work.
For an additional fixed price charge, Client may request additional 8-hour shifts on an ad
hoc basis with a minimum of one week advance notice (“Ad hoc Coverage”). Teradata shall
provide best-effort to accommodate such requests.
Client and Teradata will exercise diligence in not exceeding the coverage hours described
above. In the event that task execution requires different coverage than that described
above, either party may request a change via the change control process described in Attachment A. If the baseline metrics are exceeded by 20% for 3 consecutive months a
change order will be mutually agreed upon by both parties, otherwise no additional charges
shall apply for the occasional exceeding of the baseline metrics.
In the event additional coverage is required for same or similar scope the applicable contracted rates will apply.
2. SERVICE DURATION
The duration of Managed Services will be 36 months (“Duration”)
The estimated Start Date for Transition Services is August 20, 2012.
The estimated End Date for Transition Services is September 30, 2012.
The estimated Start Date for Managed Service is October 1, 2012.
The estimated End Date for Managed Service is September 30, 2015.
Client may, at its unilateral option, subsequent to the initial 3 year term, renew for an additional 12 month period at the same pricing and terms.
3. CATEGORIES, RATES & BILLING
3.1 Fees
The fees associated with this SOW are based on Client’s Duration and scope of services
outlined in this SOW.
The fees for Services that are delivered under this SOW are, and will be invoiced as follows:
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Resource Type
ADC Resources
DBA - ADC
DBA - ADC Performance Tuning
Subtotal ADC Resources
US Resources
Service Manager
Sub-Total US Based Resources
Total FTE and Coverage Hours
Transition Services
Work Effort
Shifts
Coverage Hours
Total
Hours
Coverage
a Shift
Hours
Coverage
a Day
Days
A Week
Total
Weekly
Hours
Weeks
Total
Hours
Rate
Services
Travel
Services
Plus
Travel
8 Hour Shift
8 Hour Shift
1.00
1.00
2.00
8.00
8.00
8.00
8.00
5.00
5.00
40.00
40.00
52.00
52.00
2,080 $ 38.00
2,080 $ 52.00
4,160
$ 79,040
$ 108,160
$
$ 5,706
$ 79,040
$ 113,866
Service Management
1.00
1.00
3.00
4.00
4.00
1.00
4.00
52.00
208 $ 152.00
208 $ 152.00
4,368
84
240 $ 180.75
$ 31,616
$
$ 31,616
$ 218,816
$ 5,706
$ 224,522
$ 43,380
$ 262,196
$ 9,450
$ 15,156
$ 52,830
$ 277,352
Transition
1.00
8.00
Total Coverage Hours per week
8.00
5.00
40.00
6.00
-
Fees will be invoiced on the following schedule:
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The fee for Transition Services that are delivered under this SOW is
$52,830.00, and will be invoiced upon completion of Transition Services.
The annual fee for Year 1 Managed Services that are delivered under this
SOW is $224,522 annually, and will be invoiced on the following schedule:
Monthly Invoice of $18,710.17 starting after transition services have been
completed.
Managed Services Fees for years 2, 3 and an optional year 4, will be adjusted
by the annual Inflation as described in Section 3.1.1 of the Master Agreement/
The fee for Ad hoc Coverage is $500 per shift, 1 resource and will be invoiced monthly as
incurred.
Fees/rates are exclusive of any local, state and country taxes. Client will pay all invoices in
accordance with the Master Agreement.
3.2 Expenses
All travel and living expenses when Teradata Managed Services resources travel to work at
Client’s site are included in the fees detailed in section 3.1. Travel by Teradata Managed
Services resources will be as follows:
 one yearly visit for the Performance DBA
 two Quarterly visits for the Service Manager
 six weeks travel for Transition Services
 Any additional visits will be mutually agreed upon between TD and SONY
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3.3 Invoicing
Teradata will issue a standard monthly invoice. Client will pay all invoices in accordance with
the Master Agreement
4. MANAGED SERVICES
The following category of Services, unless otherwise specified, will be delivered remotely.
4.1 TRANSITION SERVICES
Overview
The Teradata consultants delivering the Managed Services described below will begin this
engagement by working with the client on-site, in Los Angeles, to accomplish the following:
 Jointly validate Teradata and Applications Environment Baseline Metrics.
 Jointly agree upon performance management processes.
 Jointly develop an Operations Manual to serve as a guide to the Teradata consultants
in the delivery of the services. This manual will document the client procedures and
processes, the timing and frequency of the services to be provided, and the roles and
responsibilities of all parties involved in the delivery of the defined services.
 Test connectivity for remote resources to client’s environment through VPN
 Implement and configure Teradata Performance Management Best Practices and
Tools
This transition period will serve to:
 Allow Teradata consultants to gain hands on experience with Client’s specific EDW
System.
 Provide Teradata consultants with an understanding of the Client’s infrastructure and
support processes.
 Introduce Client personnel to Teradata consultants
Tasks
The major tasks performed during this service are:
 Transition Planning (including scoping validation, acceptance criteria, and project
plan development)
 Gather operational requirements around the following
o Load volumes
o Data size & volumes
o ETL batch processing window
o Backup & Archive processing windows
o Backup data freshness requirements
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o Business query volumes, operational query volume
o Number of database objects
Set up of required infrastructure (including VPN, communications etc.)
Review documentation of the data warehouse environment architecture
Assimilation and adaptation, and documentation of customer processes
Draft operations manual documentation for service functions to be provided under
Managed Services
Configure PS tools/processes and database alerts for monitoring the system
Documentation of Managed Service reporting requirements
Integrated testing of the Operations processes, communications infrastructure, and
human interaction touch points.
Finalization of the Operations manual after a successful test cycle
Certification and Signoff by Client of readiness to begin production operations
Baseline Metric will be defined as part of Transition Services
Determination of Client resources assigned to assist with future Managed Services
activities and tasks
4.2.1 Teradata Performance Management Services
Data Warehouse Performance Management Services ensure the optimization of CPU and
space utilization of the EDW environments. The service functions for this Service are outlined
below, and the detailed tasks associated with this service are listed in Attachment 2 – Performance Management Task Matrix.
Teradata’s responsibilities are limited to the tasks explicitly defined with Teradata responsibility in the Attachment. Any services beyond this list are considered to be out-of-scope under
the terms of this agreement.
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Performance Tool operations
Teradata will maintain the Performance settings of the data warehouse environment on
an ongoing basis.
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Teradata Metrics Collection and Reporting
Teradata will collect system usage statistics, identify performance and capacity issues and regularly report on the performance and capacity of the Teradata Environment as part of the periodic System and Performance Report.
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Teradata Database Optimization
Teradata will monitor and analyze the Data Warehouse activity, mix of queries/jobs,
query/job priority, etc., to identify performance tuning opportunities as part of the
Monthly System and Performance Report.
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Site Log/Operations Manual
Teradata will maintain a record of events and changes to the production Data Warehouse Infrastructure and update the Operations Manual, as needed, on an ongoing
basis.
4.2.2 Teradata Infrastructure Services
Data Warehouse Infrastructure Services provide the foundation upon which the data warehouse environment operates. These set of Services ensure the health of the environment in
which the data warehouse applications run. The service functions for this Service are outlined below, and the detailed tasks associated with this service are listed in Attachment 2 –
Infrastructure Task Matrix.
Teradata’s responsibilities are limited to the tasks explicitly defined with Teradata responsibility in the Attachment. Any services beyond this list are considered to be out-of-scope under the terms of this agreement.
Database Operations and Administration
Teradata will maintain the Teradata database structures, space, users, purge jobs and alerts
associated with the Teradata environment. Maintain means to add, delete, or modify Teradata database structures as required. The operations will involve the monitoring of alerts,
queries, locking logger, access locks and database performance
System Administration
As required, Teradata will add, delete, or modify users, directories, access rights, disk space
and processes that are associated with the underlying Operating System on the Teradata
Platform (e.g. Cron jobs, etc).
Security Administration
As required, Teradata will add, delete, or modify Teradata security roles, passwords, and
access rights as required.
Backup, Archive and Restore (BAR) Environment Administration
As required, Teradata will add, delete, or modify Teradata processes associated with:
 Backup, Archive, and Restore scripts.
 Data Compression
 Data History (and data history archival and retrieval)
Backup, Archive and Restore (BAR) Operations
As required, Teradata will monitor the operations of the BAR processes within the agreed
coverage window and respond to any Backup related incidents.
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Performance Tool operations
Teradata will maintain the Performance settings of the data warehouse environment on an
ongoing basis.
Teradata Metrics Collection and Reporting
Teradata will collect system usage statistics, identify performance and capacity issues and
regularly report on the performance and capacity of the Teradata Environment as part of the
periodic System and Performance Report.
Teradata Database Optimization
Teradata will monitor and analyze the Data Warehouse activity, mix of queries/jobs, query/job priority, etc., to identify performance tuning opportunities as part of the Monthly System and Performance Report.
Database Objects release management
Teradata Infrastructure team will support the client in planning, analyzing and promoting release of data warehouse data structures, access rights, processes and procedures from preproduction to production environment. Once a new process is released into production, the
Infrastructure team will also analyze the validity of the deployed scripts against operational
standards.
Site Log/Operations Manual
Teradata will maintain a record of events and changes to the production Data Warehouse
Infrastructure and update the Operations Manual, as needed, on an ongoing basis.
4.2.3 Service Management
Service Management is a program oversight and management function designed to help our
team and your team act as one integrated unit—ensuring you get the most value from the
managed environment.
Teradata shall provide a part-time Service Management function for the coordination of dayto-day ongoing data integration activities, manage available resources, participate in communication, and planning activities within the Client environment.
The function includes the following key activities for a successful managed environment:
4.2.3.1 Information and Communication management:
Teradata will ensure effective communication across agreed channels between Client/Service Manager and Teradata resources during the course of the Project. This
will involve coordinating different phases of the Project and dispensing information
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proactively regarding the status of various activities falling under the scope of this
SOW.
Teradata responsibilities are as follows:
 Utilize customer's change management application (Service Now) to manage
all changes to the Teradata environment.
 Communicate plans, and incident status to appropriate groups as established
in the operations manual
 Ensure change requests are appropriately logged and reviewed with regard to
affected users, work effort, implementation plan, estimated duration and back
out plan for changes initiated by DBA Operations. Assure appropriate resources are available.
 Participate in weekly change control meetings
 Maintain site log to record changes and events related to Data Warehouse Infrastructure
 Update the Operations Manual to reflect changes made to DBA scripts or procedures in this service
 Alert team members regarding corrective actions required due to performance
and/or capacity utilization issues. Alert/escalation process to be documented
in Operations Manual.
 Facilitate Teradata Extended Team calls
 Prepare Calendar of Monthly Teradata Events to customer
 Prepare Quarterly system reports, Higa, CPU metrics, etc.
 Participate in customer's specialty team meetings (applications, O/S, BAR,
etc.)
4.2.3.2 Resource Management
Teradata Resource Management responsibilities are as follows:
 Manage and coordinate activities of offsite resources
 Manage day-to-day contractual obligations and changes
 Manage resources to ensure service expectations are being met
4.2.3.3 Continuous Service Improvement
The service management function will participate in periodic service review calls ensure appropriate periodic service reviews Best practice scripts, tools, procedures, and
message boards that are established based on decades of Teradata experience.
Teradata responsibilities are as follows:
 Identify opportunities to improve service, reduce cost, increase availability, and
maximize ROI of the Teradata environment.
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5. PROJECT-SPECIFIC REPORTING/DELIVERABLES
The project specific reports/deliverables associated with this service are as follows:
Deliverable
Description
Frequency
Status Reporting
Summary of activity, system perforWeekly
mance/capacity summary, CPU and
disk space optimization results, risk log,
issue log, and service recommendations
Performance Reporting
Select Teradata Operations Reports as Monthly
recommended by Teradata and agreed
by Client
Site Log
A Site Log will be kept to record
Weekly
The environment and configuration
changes made.
Completed Operations
The Operations Manual will be created
Created during
Manual
jointly by Teradata and the Client during Transition and
the Transition Service. Teradata will
updated as remodify the Operations Manual to reflect quired
changes that are made to the procedures that it documents during the engagement.
Upon completion (as scheduled) or upon Client’s request, Teradata shall provide modifiable,
machine-readable copies of such reports / deliverables, at no additional charge.
6. ENGAGEMENT-SPECIFIC DEPENDENCIES & CLIENT RESPONSIBILITIES/
PERSONNEL
Teradata’s agreement to this SOW and its duty to perform in accordance with this SOW are
dependent and conditioned upon the following dependencies being satisfied, upon Client
being responsible for and completing the following engagement-specific responsibilities, and
upon Client providing the following personnel resources:
6.1
Dependencies and responsibilities of Client include:
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Teradata Performance Data Collection Reporting tool in-stalled, configured and capturing logs. For clarity, Client shall have purchased under a separate order form, the
associated PDCR
Designing, developing, and testing content to be implemented in production
Source System maintenance and/or management
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Implementing application tuning recommendations (tuning recommendations on the
Teradata environment may be implemented by Teradata Managed Services resources upon direction from Client)
Maintaining and/or managing source systems
Monitoring the quality and security of the data in all systems, diagnosing all data quality problems, resolving problems originating from data sources, and enhancing/maintaining the ongoing quality and security of data
Planning and executing major (new version) upgrades to software, excluding Teradata database software which will be managed through Teradata Customer Services
subscription contract
Ensure availability of on-site Client resources for certain critical activities requiring
physical access to the data center (e.g. system reboots, tape mounts, etc.)
Protecting the Teradata environment from computer viruses and worms, including but
not limited to updating virus definitions on installed anti-virus software, and installing
or configuring anti-virus software
Providing incident management, change management, and configuration management software – Teradata will use Client’s current Service-Now platform
Agree upon an escalation path with Teradata to report problems and resolutions
Providing safe and adequate working conditions for Teradata personnel when they
are working in Client facilities, including work area, power, a phone for domestic and
international business calls, and access to the Internet
Providing high-speed B2B VPN connectivity with the Teradata Intranet for support of
its Teradata infrastructure and other servers that are part of the supported data warehouse environment (e.g. staging machines, source systems, ETL servers, BI servers,
etc.)Resolving network and connectivity incidents
Providing authorized Teradata personnel access to the Client’s Teradata environment
and its supporting infrastructure to perform services outlined in this agreement
Responsibility for the actual content of any data files and for the selection of controls
that are put in place and for the physical security of the data and the servers on which
the data resides. Client will be responsible for the correction of any source file data
issues
Identifying and interpreting any applicable laws, regulations, and statutes that affect
Client’s systems or data to which Teradata will have access, and complying with such
requirements. Teradata must follow policy and procedures as defined by Client and
provided to Teradata in writing in advance.
Security auditing and recommendations of the required security guidelines and practices
Physical site maintenance
Client shall have purchased under a separate order form the below listed Teradata
products prior to engagement. Teradata Customer Service will be responsible for
Installing and configuring systems management and performance monitoring applications, based on client requirements, licensed by Teradata to include the following:
o Client Teradata Tools and Utilities
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o Teradata Manager / Teradata Viewpoint
o Teradata Active Systems Management (TASM) application
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6.2
Providing appropriate knowledge transfer to Teradata associates such that they can
document domain-specific content in the Operations Manual
Analyzing, designing, and/or repairing production-ready application content
Responsibility for issues that result from errors in the customer's documentation, procedures, or processes
Coordinate with Teradata on any planned outages for hw/sw upgrade/maintenance.
Client must have a valid Teradata Customer Services ESS (Enterprise System Support) agreement, and all service requirements must be met.
Activities associated with recovering from a disaster at the customer site to a backup
site
Incident Severity Level Definitions:
P1 – Critical: System/Function down; is causing work to cease. The end-client
is in danger of, or is experiencing a financial loss, or the ability to make strategic business decisions is impaired. No work around available.
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Affects large number of users
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Production server down (Teradata node, ETL server, BI application)
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Connectivity down (between Teradata node, source systems, and/or, business users)
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Connectivity with off-shore resources down
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Hardware/Operating System/Software failure or unavailability of laptops
provided by Client for remote resources
P2 – High: Level of service degraded or system/device down causing work to
cease and potential business impact. Work around may not be available.
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BI reports are mutually inconsistent
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BI reports are inconsistent
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BAR operations failed
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ETL job(s) failed
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Unavailability of source-systems data feeds for ETL
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System, database, or application password reset
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Any (Single) Communication Channel Down
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VPN Token Reset or Replacement
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Change in ETL design/implementation
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Change in BAR design/implementation
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Re-setting of user accounts for users/profiles documented in the system
architecture
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P3 – Medium: Work continues (e.g. unrelated to the failing component or as a
result of implementing a work around) though operational impact is being encountered. Work around exists if needed.
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Response times for queries are too high
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BAR operations not completed in timeframe
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ETL job(s) not completed in timeframe
P4 – Low: Work continues (e.g. unrelated to the failing component or as a result of implementing a work around) though personal impact is being encountered (e.g. user time is occasionally lost, user is frustrated) work around exists
if needed.
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Font problems
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Column/Table names violate naming-convention
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Script formatting inconsistencies or
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Non-critical discrepancy between documentation and system implementation
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Informational requests
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Creating new user accounts
Baseline Metrics will be defined as part of Transition Services
6.3
Personnel required for the Engagement include:
 Access to Service Delivery Manager Corporate Applications
 Access to Operational DBA
 There will be no dedicated Engagement manager from Teradata for this service.
That function is replaced by the Service Management function described above.
Teradata’s Service Manager will communicate with the Client manager on matters
of staffing, problem escalation, and issue resolution.
 Client will identify a manager to serve as an interface on matters related to this
service. Responsibilities consist of the following:
 Conduct regularly scheduled and ad hoc meetings for the operational team
to review the data warehouse status
 Ensure that an effective change control process is implemented and followed
 Act as the point of contact between Teradata and the Client for major activities such as upgrades etc.
 Client will identify contacts and contact information (e.g. email, phones, pagers,
cell phones, etc) for each major system in the Teradata Environment. These contacts will be responsible for the coordinating on problem resolution with the Teradata consultants in the event of any incidents.
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6.4 Post-Term Transition Assistance. Upon termination of this SOW, at Client’s option, Teradata shall provide as needed assistance (“Post-Term Transition Assistance”) on a time a
material basis, at pricing consistent with this SOW. To the extent possible upon resource
availabity such Post-Term Transition Assistance shall be provided by those Teradata representatives which had provided the Services as described herein to ensure continuity.
7. All correspondence, communication, and documentation between the Client and Teradata
will be in the English language.
8. TERADATA PROFESSIONAL SERVICES TOOLS
TERADATA MAY UTILIZE OR DEVELOP CERTAIN COMPUTER PROGRAMS, DATA,
SCRIPTS, DOCUMENTATION, TOOLS AND OTHER MATERIALS THAT TERADATA
USES IN ORDER TO RENDER PROFESSIONAL SERVICES, INCLUDING THOSE
SERVICES PROVIDED UNDER THIS STATEMENT OF WORK (“PS TOOLS”). PS
TOOLS ARE THE CONFIDENTIAL AND PROPRIETARY INTELLECTUAL PROPERTY
OF TERADATA, DO NOT CONSTITUTE PRODUCTS UNDER THE AGREEMENT, AND
ARE NOT LICENSED OR TRANSFERRED TO THE CLIENT. PS TOOLS MAY NOT BE
COPIED, TRANSFERRED, DISCLOSED, OR USED BY ANYONE OTHER THAN
TERADATA WITHOUT TERADATA'S PRIOR WRITTEN CONSENT, AND NO RIGHTS
OR LICENSES TO PS TOOLS WILL BE IMPLIED. TERADATA MAY INSTALL, UPDATE,
CHANGE, AND/OR REMOVE PS TOOLS AT ITS DISCRETION (BUT TERADATA WILL
REMOVE PS TOOLS FROM YOUR FACILITY BY NO LATER THAN THE EFFECTIVE
DATE OF EXPIRATION OR TERMINATION OF THIS STATEMENT OF WORK).
TERADATA WARRANTS THAT PS TOOLS WILL NOT: (I) CAUSE EQUIPMENT OR
SOFTWARE TO FAIL TO CONFORM TO THOSE APPLICABLE EQUIPMENT OR
SOFTWARE WARRANTIES AS EXPRESSLY STATED IN THE AGREEMENT; AND (II)
INFRINGE THIRD PARTY INTELLECTUAL PROPERTY RIGHTS. IF PS TOOLS DO
NOT CONFORM TO EITHER OR BOTH OF THESE WARRANTIES, THEN TERADATA
WILL EITHER CHANGE THE PS TOOLS SO THAT THEY CONFORM, OR REMOVE
THEM. IN ALL OTHER RESPECTS, PS TOOLS ARE “AS-IS”. THESE ARE
TERADATA’S EXCLUSIVE OBLIGATIONS, AND THE CLIENT’S EXCLUSIVE RIGHTS
AND REMEDIES, WITH RESPECT TO PS TOOLS. 9.
OUT OF SCOPE SERVICES;
EXCLUSIONS
9.1
The Services to be provided by Teradata include only what is expressly described in
this SOW, once approved by both parties. Services that are outside the scope of the
SOW include, but are not limited to, the following:
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Establishing and/or reengineering business processes, information management
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10.
Teradata will not be responsible for creating high level alerts for TVI or any
enterprise monitoring application.
ADDITIONAL TERMS
10.1 Sole Remedy. The parties acknowledge that the sole remedy available to Teradata
for any delays caused by the failure of Client to provide, in a timely manner, necessary information, materials or personnel shall be to excuse Teradata from its obligation to perform
under this SOW for an amount of time equal to, but not exceeding, the length of the delay
caused by Client. Teradata will have the option to reassign people after a short period of delay and have the right to terminate the SOW, if there is a continued delay to the project. If
and when the project is restarted, Teradata may require up to 10 days for re-staffing resource which has been freed for other assignment. .
10.2 Order of Precedence. Capitalized terms not defined in this SOW shall have the meanings set forth for them in the Master Agreement and/or in the Applicable Order(s).
The Master Agreement, including any executed, applicable Addenda to it, will govern
this SOW; however, if the parties agree that a term in this SOW is to take precedence
over the Master Agreement, then the parties will expressly state such in the SOW
and will indicate what Section(s) of the Master Agreement is affected.
11. TerminationClient may terminate this Project with sixty (60) days advance written notice. Upon termination Customer will pay Teradata for all Services to the extent performed,
and Deliverables to the extent completed, up to the termination date, including those required to end the Project in an orderly manner. Neither Client nor Teradata will be liable for
any compensation or penalty assessment for termination under this provision other than the
payment of the fees for any Services performed by Teradata up to the end of the notice period.
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ATTACHMENT 1
CHANGE ORDER
Change Order Number: ____________for SOW dated _______
Date: ..........................................................................................................................................
This Change Order, amending SOW dated ______, is governed by NCR Master Service Agreement
Dated Sepember 23, 2005, as may have been amended between the Parties from time to time (the
“Agreement”).
Engagement
Name:__________________________________________________________________
Requesting Party & Engagement Manager:
Receiving Party & Service Manager:
Change Description:
(Insert a detailed description of the change, the area of the Project Plan/Schedule being modified
and the benefits of making the change.)
Schedule Revision:
(Insert new dates, or attach a revised Project Plan/Schedule, which shows the impact of the Change,
if any.)
Cost Revision:
Additional Cost: $
Party Responsible for Cost:
Additional Cost Payment Due Date:
Agreed:
SONY PICTURES ENTERTAINMENT INC.
TERADATA OPERATIONS, INC.
Signature:
Signature:
Printed Name:
Printed Name:
Title:
Title:
Date:__________________________________ Date:________________________________
Confidential
Page 17 of 24
TERADATA OPERATIONS, INC.
Confidential
Page 18 of 24
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
1
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
1.12
1.13
1.14
1.15
1.16
1.17
1.18
1.19
1.20
2.21
1.22
1.23
1.24
2
2.1
2.2
2.3
2.4
2.5
Platform Coverage
Prod
DR
Dev
/QA
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TD
Client
R
ACI
CI
R
CI
R
CI
R
R
RAC
R
R
R
R
Database operations and administration
Create, Modify, Delete databases, while enforcing Level 1 Hierarchy
Create, Modify, Delete Users as required using standard macros
Create, change, Delete Tables and Views as Required
Create, Modify, Delete Indexes as Required
Create, Modify, Delete application Macros as Required
Create, Modify, Delete system-wide Macros as Required
Create, Modify, Delete application specific stored Procedures as Required
Create, Modify, Delete system-wide Stored Procedures as Required
Create, Modify, Delete External Procedures and User Defined Functions
Administer fallback, and provide periodic report on fallback tables
Allocate, Delete, and Modify Teradata database perm space
Allocate, Delete, and Modify Teradata database temp & spool space
Allocate, Delete, and Modify Teradata User Space
Log, Collect, Store and Retain the database system performance data
from Resource Usage and DBQL
Review statistics selection periodically and recommend changes to improve performance
Apply, and Drop Teradata column/index statistics
Maintain statistics collection schedules aligned with table update frequency
Review locking logger reports for possible access lockout situations
Release job, load utility, HUT and system level locks on an ad hoc basic
Review and Respond to database performance alerts configured in Viewpoint or Teradata Manager
Monitor active database sessions for access lockout situation
Identify and Report on spool and table skew. Communicate to application
development team as needed.
Start and Stop database remotely, and revoke logon rights as directed by
GSC/ CS to support maintenance windows
Produce daily and weekly database access & usage reports per agreed
schedule
System Administration
Create, Modify, Delete Unix/ Linux user ids/passwords
Monitor and Resolve mini-cylpack Exceptions
Run, Review, and Report checktable, packdisk, and scandisk jobs
Support system administration functions as requested during maintenance windows including forcing OS dump,
Coordinate with Teradata CS for planned and unplanned system startup
or shut-down. Communicate outages to Client.
Confidential
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
R
R
ACI
I
ACI
ACI
ACI
R
C
RAC
RAC
I
I
RAC
RAC
RA
I
I
C
RAC
RAC
I
I
RAC
I
R
ACI
R
ACI
R
R
R
ACI
RAC
I
I
RAC
Page 19 of 24
3rd
Party
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
2.6
2.7
2.8
2.9
2.10
2.11
3
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
Platform Coverage
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
Prod
DR
Dev
/QA
Maintain any scheduled cron jobs and administrative scripts on Teradata
database servers or Managed Services for DBQL data purge, Access log,
file system temporary area cleanup
Review status of administrative cron-job and shell scripts (e.g. file system
cleanup scripts, data purging etc.)
Participate as a stakeholder with Client and CS team while they plan and
deploy system and utility upgrades for database or system patch releases
Maintain security settings of operating system and files based on client
provided security guidelines. This will include enforcing strong password
settings, restricting user access based on profiles, safeguarding administrative accounts, and disable any unused and dormant accounts per the
agreed policy.
Maintain host file entries and ODBC connection settings as needed on
database and managed servers
Utilize the database OS utilities (e.g. SAR, AWS load, AWT monitor etc.)
to trouble-shoot and diagnose system performance trends as needed
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Security Administration
Allocate, Delete, Modify Teradata database security Roles and Profiles as
required
Maintain Access Rights to Teradata Objects
Maintain Account-string settings for users
Maintain Teradata Account Logins, Passwords and Resource Limits
Maintain and Administer DBC/Sysadmin logins, passwords and Resource
Limits based on client security guidelines
Maintain Role Structures, Profile Structures and Account String Structures
Deploy database approved security rule changes as directed by client
security team. This will include enforcing strong password settings, restricting user access based on profiles, safeguarding administrative accounts, and disable any unused and dormant accounts per the agreed
policy
Review and Report database access violations
Participate in client security and compliance reviews by supporting client
provided questionnaires or providing evidence of compliance to policies
Maintain Database Query Log (DBQL) data for auditing based on Client's
requirements
Backup and Restore (BAR) environment administration
Maintain backup scripts for single, and multi-stream backup jobs
Maintain backup and restore scripts when new objects are added; reorganize scripts periodically when required by growth
Maintain BAR policies, volume pools, media groups
Maintain the BAR schedules
Maintain data restore scripts
Plan and administer media utilization (tape rotation, reuse, expiration)
Initiate tape duplications process remotely
Confidential
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TD
Client
R
ACI
R
I
RAC
I
R
ACI
R
ACI
RAC
I
R
R
R
R
ACI
ACI
ACI
ACI
R
R
ACI
ACI
R
RAC
ACI
I
C
RA
RA
C
R
C
R
R
R
R
R
R
C
ACI
C
Page 20 of 24
3rd
Party
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
5
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
5.12
6
6.1
6.2
6.3
6.4
6.5
Platform Coverage
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
Prod
DR
Dev
/QA
Coordinate loading/unload of media remotely
Freeze/unfreeze media remotely
Build Arcmain login scripts
Maintain BAR administrative user access and privileges
Revoke/Grant BAR user logins, privileges
Maintain media server parameters and synchronization between media
servers
Maintain the software configurable parameters of drives, storage units as
required based on Teradata BAR best practices
Maintain operational BAR related alerts e.g. blocking, job hang, etc
Review and report on backup sizing, backup growth and coordinate with
Client to request additional tape drives/ capacity
Support CS and Client as they plan and upgrade backup software and
patches
Backup and Restore (BAR) operations
Execute, monitor, repair, and restart backup/restore jobs as required
Monitor BAR processes for successful completion and troubleshoot when
necessary
Review performance trends of BAR processes against agreed BAR window. Troubleshoot, resolve or escalate issues as required
Release locks, aborting blocked jobs
Restart jobs as required
Restore Teradata databases and tables against approved service requests
Perform table builds during restore jobs
Perform periodic (based on agreed schedule) restore tests to validate
media integrity
Provide status of BAR jobs at the completion of each backup window
Provide monthly BAR operational trends over the designated BAR window
Perform periodic DBC and Catalog backup
Analyze Teradata tables, databases and dictionary backups
Performance & Capacity: Performance tool Operational support
Review and document Client's current Teradata Workload Management
Tool (e.g. TASM, TDWM, PSF) settings based on the production workload.
Monitor, recommend and maintain/adjust the Teradata Workload Management Tool (e.g. TASM, TDWM, PSF) settings based on the production
workload.
Collect database performance data for DBQL, Res-usage through scheduled processes
Review and document client workload categorization, sessions and concurrency settings (e.g. Teradata Parallel Transporter, Tpump, etc)
Monitor and maintain/Adjust approved changes to Client's Workload sessions and concurrency settings (e.g. Teradata Parallel Transporter,
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Confidential
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TD
Client
R
R
R
R
R
ACI
R
C
C
R
R
C
R
C
R
ACI
C
C
R
R
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
R
R
R
C
I
R
R
R
R
R
R
R
R
C
R
ACI
R
ACI
R
C
R
ACI
Page 21 of 24
3rd
Party
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
6.6
6.7
6.8
7
7.1
7.2
7.3
7.4
7.5
7.6
7.7
8
8.1
8.2
8.3
8.4
8.5
8.6
8.7
8.10
8.11
9
9.1
9.2
9.3
9.4
9.5
9.6
Platform Coverage
Prod
DR
TD
Client
3rd
Party
Dev
/QA
Tpump, etc)
Review and Analyze Viewpoint (or Teradata Manager) setup, database
X
X
X
alerts and canary queries to monitor the database
R
C
Customize and configure Viewpoint (or Teradata Manager) database alert
X
X
X
(space, CPU, I/O, AWT etc.)
R
ACI
Adjust threshold values for Viewpoint (or Teradata Manager) database
X
X
X
alerts (space, CPU, I/O, AWT etc.)
R
ACI
Performance & Capacity: Teradata metrics collection and reporting
X
X
X
Perform periodic space usage trend reports by database
R
I
X
X
X
Report checktable, packdisk, and scandisk results
R
I
X
X
X
Run weekly and monthly resource usage reports
R
I
Generate reports from DBQL/schmon to determine the appropriateness of
X
X
X
the workload management settings/rules
R
I
X
X
X
Generate monthly database and system performance reports
R
I
Analyze monthly performance reports for database and system resource
X
X
X
usage trends and explore opportunities for statistic collection, skewreduction, compression, and workload adjustment recommendations
R
I
Recommend additional performance services by performance COE as
X
X
X
needed
R
I
Performance & Capacity: Teradata database day-to-day operational performance best-practices and tuning
Establish Viewpoint or PDCR canary performance thresholds. Utilize
X
X
X
standard canary queries to identify variance from threshold.
R
C
X
X
X
Run explain plans for top suspect queries (poor performing queries)
R
Review performance incidents, trouble-shoot and provide resolution opX
X
X
tions
R
Identify and report on worst-performing SQL instances as candidates for
X
X
X
tuning
R
I
Review prioritized poor performing SQL (typically monthly) and provide
X
X
X
tuning options to submitting users to improve performance
R
Review performance characteristics of various data warehouse workload
X
X
X
and assign performance groups and account strings.
R
C
X
X
X
Maintain throttles for performance groups
R
Analyze tables for compression opportunities and determine space savX
X
X
ings
R
C
X
X
X
Implement multi-value compression recommendations on approved tables
R
Release Management: Production Readiness
X
X
X
Participate in ongoing change management meetings
C
RAI
X
X
X
Document QA-to-Prod calendar, communicate to Dev and QA teams
I
RAC
Provide Dev and QA teams with standard QA-to-Prod checklist and acX
X
X
ceptance criteria
C
R
Obtain checklist, scripts, and results from Dev-to-QA promotion processX
X
X
es/experiences for specific migration plans
R
ACI
Document migration failure contingency plans, including tuning, escalaX
X
X
tion, and/or back-out
I
RAC
X
X
X
Document production regression test plan to ensure success of migration
I
RAC
Confidential
Page 22 of 24
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
9.7
9.8
10
10.1
10.2
10.3
10.4
10.5
10.6
10.7
10.8
11
11.1
11.2
11.3
11.4
11.5
11.6
11.7
11.8
11.9
11.10
12
12.1
12.2
12.3
12.4
13
13.1
13.2
14
14.1
14.2
and acceptable production performance
Communicate application outage information for user notification
Review and sign off on results of Dev-to-QA migration and QA results
Release Management: Production Readiness Assessment
Assess end-to-end impacts of change to other jobs/processes across
ETL, DB, and BI
Provide a time estimate for QA-to-Prod migration
Document expected performance impacts of change
Perform pre-production data remediation and validation activities
Make recommendations for production tuning required based on expected
performance impacts
Document QA-to-Prod readiness plan, risks, and contingencies
Participate in review meetings to determine final approval for QA-to-Prod
Obtain final approval and formal sign-off for QA-to-Prod Readiness prior
to promotion
Release Management: Promotion from Pre-prod/QA to Production
Back up production processes and/or database objects prior to promotion
Promote partition maintenance processes into production
Promote DDL/database structures into production
Promote approved changes to Teradata space allocations into production
Promote SQL into production
Promote BTEQ scripts/processes into production
Promote ETL scripts/processes into production
Promote front-end reporting scripts/processes into production
Promote other application and/or database objects into production as required
Execute back-out procedures as required in cases of database object migration errors
Release Management: Post-production Validation and Response
Execute production checks to ensure migration success and acceptable
system performance
Document production check/ test findings
Execute contingency plans for performance issues and/or migration failure, including tuning (statistics etc.), escalation, and/or back-out
Document QA-to-Prod lessons learned to be leveraged in future migrations
Site Log/Runbook
Maintain site log to record changes and events related to the Teradata
Environment
Update Operations Manual to reflect changes made to environment,
scripts or processes in this service
Operational communications
Maintain Call Register
Maintain Issues, Risks & Actions Register
Confidential
Platform Coverage
Prod
DR
Dev
/QA
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TD
Client
I
I
RAC
RAC
RAC
RAC
RAC
RAC
C
RAC
RAC
RAC
RAC
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
R
R
R
R
C
R
R
R
R
R
R
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
C
RAI
RAC
R
ACI
C
RAI
R
R
X
X
X
X
X
X
R
R
Page 23 of 24
3rd
Party
TERADATA OPERATIONS, INC.
Managed Services – Infrastructure Services RACI Matrix
14.3
14.4
14.5
14.6
14.7
14.8
14.9
14.10
14.11
15
15.1
15.2
15.3
15.4
15.5
15.6
15.7
15.8
15.9
15.10
15.11
15.12
Platform Coverage
(RACI = R – Responsible, A – Accountable, C – Consulted, I – Informed)
Prod
DR
Dev
/QA
Utilize client’s incident management or change management process/application to manage remediation or changes to the Teradata environment.
Communicate daily operational and incident status to appropriate groups
as established in the operations manual
Review change requests and provide feedback on work effort, implementation plan, estimated duration and back out plan for changes
Participate in weekly change control meetings
Alert team members regarding operational anomalies and corrective actions required due to performance and/or capacity utilization issues based
on runbook escalation process
Submit incidents for hardware or software problems identified by DBA
through Teradata @YS and follow through to resolution
Prepare or contribute to monthly Teradata operations calendar
monthly system & operations status report
Participate as requested in client's specialty team meetings (applications,
O/S, BAR, etc.)
Service Management
Manage day-to-day contractual obligations and change requests
Schedule and manage resources in accordance with agreed-upon service
coverage and delivery quality expectations
Respond to requests for extra shifts or changes in coverage
Participate in incident post mortem/root cause review
Conduct scheduled weekly, biweekly or monthly service management
calls
Provide a monthly report on accomplishments, volume of tickets, outstanding issues, change requests, work requests and proactive data base
activities
Perform project compliance and delivery quality audits as required to improve SLA performance
Present improvement opportunities to client during periodic review meetings
Serve as a focal point for management and escalations of high impact
problems
Provide input on possible opportunities to utilize Teradata and Teradata
Managed Services in new or improved ways
Act as escalation point and facilitate cross organizational communication
within Teradata when required to resolve issues.
Conduct bi-annual customer survey & service review
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Confidential
TD
Client
R
R
R
R
R
R
R
R
R
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
R
R
R
R
R
R
R
R
R
R
R
R
Page 24 of 24
3rd
Party