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AMS Monitoring Service Description

#ServiceOverview

1.Service Overview

Novacura’s Application Operation service proactively monitors and manages IFS Applications and Oracle Database systems. Using advanced tools, it provides instant awareness of customers’ organization’s mission-critical IT infrastructure. The service detects potential disruptions, generates incidents, and alerts our dedicated support team. This allows customers to identify and resolve problems and mitigate future issues before they impact end users.

#ScopeofService

2. Scope of Service

The monitoring service is dedicated exclusively to remotely hosted IFS environments and Oracle databases, specifically supporting IFS Applications 10 and IFS Cloud. It ensures smooth operation by continuously monitoring performance, availability, overall system health. Real-time alerts provide proactive actions to maintain system stability. 

Included services in Application Monitoring Service: 

Proactive Monitoring and Management 

  • Infrastructure monitoring – Continuously tracks key infrastructure metrics to prevent disruptions and maintain optimal performance. 
  • IFS Application Monitoring – Monitor key indicators of application availability, performance, and security to support uninterrupted business operations.  
  • Oracle Database Monitoring – Provides real-time visibility into database uptime, connectivity, and backup integrity, enabling early detection and resolution of potential issues. 

Comprehensive Reporting and Analysis  

  • Delivers detailed historical reports covering outages, events, notifications, and alert responses for thorough post-incident analysis. 
  • Provides usage and performance trend insights to identify growth patterns, inefficiencies, and resource limitations. 
  • Supports data-driven infrastructure recommendations -such as scaling resources up or down to maintain a cost-efficient and scalable environment aligned with actual demand. 
  • Aids in SLA validation by giving customers visibility into long-term system behaviour and confirming compliance with performance commitments.  
#ServiceChannels

3. Service Channels

  • Customer Support Portal (Primary Channel) 

Monitoring is integrated with the incident and request management ticketing system to ensure information integration with existing workflows.  

  • Phone 

This option is available for escalation of critical or high-priority incidents.  

  • Supported Languages  

Standard support language is English. Local languages can be provided as per a separate agreement 

#ServiceHours

4. Service Hours

Novacura provides support during regional business hours Monday–Friday, 08:00–17:00 (local time, excluding public holidays in the staffed region) using a follow-the-sun model across global teams. Tickets raised outside staffed hours are queued for the next staffed region.  

Optional 24×7×365 support can be contracted separately. 

#CustomerResponsibilities

5. Customer Responsibilities

  • To enable successful integration between the customer’s IFS application, database, and Novacura’s platform, the customer must ensure that the required protocols and ports are opened. This allows seamless system-to-system communication and efficient data exchange. 
  • Secure access to Novacura’s monitoring platform must be established either through a VPN tunnel or by allowing access from designated public IP addresses that are whitelisted at the customer’s firewall. These measures are essential to protect sensitive data and maintain a secure connection. 
  • All configurations must comply with the customer’s internal network security policies to ensure proper performance and security. 
#Governance

6. Governance & Service Management

Novacura will provide governance through SLA reporting, periodic service reviews, and continuous improvement initiatives. A Service Manager will be appointed to serve as the primary point of contact.  

Change management is provided through Customer Service and will involve Novacura’s Consulting department.  

#LinkedPolicies&References

7. Linked Policies & References

Additional policies and documentation support this Service Description.  

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