S E R V I C E S

Introduction
Thaumaturgix Continuous Operations Support (TCOS™) is a 24 hours a day, 7 days a week managed services offering. Developed by the systems, network, security, database, and operations experts at Thaumaturgix, TCOS helps companies address their external and internal network, operations, and security needs. Overworked or understaffed operations managers receive reliable, comprehensive 24/7 uptime support 365 days of the year. Peace of mind and a full night's sleep for a fraction of the cost of a fully staffed in-house operations center - it's that simple with TCOS. The TCOS offering is comprised of the following:

Site hosting
Multi-level 24/7 monitoring (Site, Systems, and Applications)
24/7 systems support response
On-call multi-disciplinary support team
Committed on-site resources
Capacity trending, analysis and planning
Migration and deployment services
Business continuity services
Procedure and process oversight
Systems change control documentation

Clients can custom-tailor TCOS to fit their needs by selecting any combination of options from the listed services below.

TCOS™ Services
1. Hosting Services
The TCOS offering provides hosting services in a physically secure area conditioned and built to house computer equipment within our offices. Hosting services include the following:

Firewall protection
Additional managed firewall services
UPS-backed power
Switched network infrastructure
Redundant Internet connectivity
IP address allocation
Email services
DNS services

2. Monitoring Services
TCOS provides three kinds of monitoring services wherein monitored resources are checked once every 5 minutes, 24 hours a day, with automated alerting of resource problems.

2.1 Basic Monitoring
Basic Monitoring provides monitoring of IP address availability and auditing of URL availability and URL response time. The results are captured for up to two weeks for short-term analysis purposes (which can be provided at an additional charge). Daily reports of URL availability and URL response times are available via VPN access to a client reporting web site (or email, if required).

2.2 Monitoring of Total Systems Health
Total Systems Health monitoring provides comprehensive systems monitoring and diagnostic processes through software agents installed on Client's systems. The following systems parameters are monitored:

CPU utilization
Memory utilization
Disk space utilization
Swap activity
Network interface traffic
Server processes
Transactional server processes & integrity

Metrics collected on Total Systems Health are preserved for 3 months, and provide key data for trending analysis and capacity planning purposes.

2.3 Custom Monitoring
With custom scripts, scheduled processes, job completion and return codes are evaluated, and alerts of script execution are issued when necessary (as mutually agreed between Thaumaturgix and Client). This type of monitoring is customary practice for backup processes, database activities, content promotion, log rotations, and other regularly scheduled tasks.

3. Support Services
Support services are provided to handle alerts raised by monitoring services and to integrate the operation of Client systems and networks. Thaumaturgix maintains an expert multi-disciplinary support team on-call at all times. Support time is purchased as a retained service in blocks of 8 hours per month.

For regular business hours coverage, support services are provided at our standard consulting rates. This is typically the case for clients that require full-time dedicated personnel working on-site. Clients needing 24/7 coverage select one of the after-hours support service options, offered at a premium over standard consulting rates based on desired response times to alerts, ranging from 30 minutes to 2 hours.

Escalations lists (for transferring alerts from a junior resource to a more senior resource) are typically set at half the response time. Clients requiring a higher level of service can benefit from faster escalation procedures.

4. Migration and Deployment Services
Thaumaturgix brings a significant amount of experience and expertise in data center operations, and in planning and executing site migrations with minimal to no downtime. Additionally, this exercise allows Thaumaturgix to validate the security and redundancy of systems/network architecture, provide recommendations for enhancement, and assist with the testing of failover components.

The TCOS™ Induction Process
1. TCOS Analysis
During this phase, the TCOS Team holds a series of Joint Application Development (JAD) Requirements Analysis sessions with the Client. The purpose of the JADs is to:

Define and document Client needs
Obtain network diagrams, and any other pertinent systems information
Select the appropriate kinds and levels of monitoring and support services
Complete the Customer Profile

2. Systems Audit
TCOS engineers need to perform an exhaustive Systems Audit to record hosts, configurations, and any other documentation necessary to support TCOS services. Areas covered during the Audit will include:

Systems and services profiles
Systems security
Survivability and recoverability - a risk assessment identifying single points of failure
Review of systems processes and procedures
Physical inspection of the hosting facilities

3. Monitoring Set-Up
Monitoring software and scripts are configured based on information gleaned from the Requirements Analysis sessions. For Total Systems Health, appropriate client agent software is also installed on the Client machines, and configured with appropriate parameters and thresholds. Custom scripts for monitoring scheduled processes are also created at this time. Monitoring and reporting is tested.

4. Client Run-Book Completion
This is the final step before the onset of the actual TCOS engagement. The following tasks are checked off:

Finalization of escalation lists and procedures
Assigning of primary and secondary technical contacts, and distribution of all relevant contact information to the Client
Confirmation of Client and relevant vendor contact information required by Thaumaturgix
Access information for Client facilities

5. Lights On
Monitoring is turned on. TCOS begins.

Conclusion
TCOS has proven to be an invaluable resource for business entities that rely on the performance of their systems, applications, and databases for their business's success. TCOS services have been effectively used across several vertical domains, including online e-commerce initiatives and financial environments.

For further information about Thaumaturgix's TCOS services, please contact
Moses Merchant, Executive Vice President, at 212-918-5024, or
Charles Rawls, Vice President of Systems and Networks, at 212-918-5152.