4.21 Admin & Ops
Describe your Performance Monitoring of your systems. Is it 24/7? Are there automated alerts? Who gets notified when there is a problem, and how?
Do you have a Network Operations Center (NOC)? If so please describe its physical location/facility layout.
Where are your servers physically located?
Describe how you procure, configure and manage all required hardware, software and facilities equipment.
Describe the tools and process used to support continuous integration from development, test, to staging and production systems
Do you have any regularly scheduled downtime? If so, when?
Describe your overall Disaster Recovery plan.
What source code control system do you use?
Describe your change control and versioning procedures.
Detail monitoring tools and metrics of hardware, network, software and site services
Detail your support service level agreements
Describe your trouble notification and ticketing system
Describe your problem resolution process, including escalation and communication internally and with 3rd parties
4.31 Implementation
Describe the makeup of your Engineering, Test, and Project Management teams that would be responsible for these systems
Describe the environments you have for Development, Test, Certification, and Beta.
Can you Develop on version X+2, Test on version X+1, and fix issues on the Live Site version X all at the same time? If so, describe how.
Describe your process for deploying a new environment, major release upgrade (includes significant database changes), minor release (software patch only), system configuration changes
Do you have Microsoft and/or Sony Console Game certification experience. If so, describe.
Do you outsource any implementation resources? If so, which ones?
Describe how you support automated provisioning of server software across multiple environments with host/environment specific configurations
Describe high-level implantation project plan
Describe your implementation change request management process
Maintenance & Support
What is your SLA on first call resolution? How long is the average call-waiting period?
How can you assist with remote support by the use of the Internet, dial-up facilities or other means?
Please describe telephone support services provided (24 x 7, 8 x 5, etc.), the number of support personnel that will be made available and the type of assistance available during these time frames. Also describe how time zone differences are handled.
Please state how system bug fixes, patches, software updates etc. are supplied. What is your release frequency?