OpSource Application Operations is a suite of services providing in-depth management and support of your composite application, from initial deployment through production release and ongoing growth. It is backed by a unique 100% application availability service level agreement (SLA) guarantee. While most managed hosting providers offer only superficial support of the commercial middleware and supporting application layers, OpSource On-Demand provides a much more in-depth support model based on understanding the composite application you have built on top of the common middleware layers.

1. ENTERPRISE CLOUD AND MANAGED HOSTING
Application Operations
Going Beyond Traditional Hosting
OpSource Application Operations
OpSource Application Operations is a suite of services Roll-Out and Change Management
providing in-depth management and support of your End-to-end management from deployment to
composite application, from initial deployment production release; patch management
through production release and ongoing growth. It is
Compliance
backed by a unique 100% application availability
SAS 70 Type II, Level I Payment Card Industry Data
service level agreement (SLA) guarantee. Our services
Security Standards (PCI DSS), EU Safe Harbor
help reduce costs by providing the resources to
Statement certifications
augment your staff and the performance
management and optimization services that ensure Database Management
your application delivers the best end user experience Support for Oracle, Microsoft SQL and MySQL,
possible. Application Operations is a key component including DB architecture and design, 24x7
of OpSource’s customer success philosophy – your troubleshooting and resolution of DB
success is our success. performance issues
While most managed hosting providers offer only Performance Management
superficial support of the commercial middleware 24x7 monitoring and technical support to solve
and supporting application layers, OpSource application availability and performance issues
On-Demand provides a much more in-depth support
model based on understanding the composite
Application Optimization
application you have built on top of the common
Increase application performance and efficiency;
leverage partner services of Akamai and Limelight
middleware layers. OpSource invests the time needed
to understand the details of your application so that
together, we can work to successfully manage the production release. These services include ongoing
performance of your patch management and upgrades, real-time system
application on an on-going basis, providing a deeper profiles, and run book and support procedures. New
and more valuable management and support service customers start in our Activations phase, where
for your application. OpSource gathers the detailed requirements necessary
to ensure a successful and on time delivery of your
Roll-Out and Change Management environment. We drive the deployment and
The heart of our Application Operations service is the
provisioning of all of the necessary network
end-to-end management we provide throughout the
infrastructure, servers, and storage, then follow it up
on-demand lifecycle, from initial deployment through
with the software
© 2010 OpSource, Inc. All rights reserved. Page 1 of 2

2. ENTERPRISE CLOUD AND MANAGED HOSTING
Roll-Out and Change Management (cont’d) your database implementation, leveraging their expertise
provisioning, application installation, and application to provide input on the best configuration and
customization required for deployment. Finally, we performance tuning for your needs. During production,
implement the monitoring necessary to measure your the team provides 24x7x365 troubleshooting and
application’s availability and performance. resolution of database availability and performance issues
as well as ongoing database maintenance related to
Once deployed, the OpSource Support Team takes performance, disk space, error logs, backups, and
ownership of the environment, including the recoveries. The team also stands ready to support future
management of day to day requests security updates, database upgrades including planning, scheduling,
and environment health. Our comprehensive change testing, and coordination.
management process addresses the key elements of
change planning, implementation, and follow-through Performance Management
so that application availability and performance can be OpSource manages the availability and performance of
maintained. The streamlined process ensures that all your application, backed on our industry leading 100%
changes are reviewed, tested, approved, and application uptime guarantee. Our multipoint monitoring
documented, OpSource takes responsibility for systems include:
maintaining the operating system and third party • Public IP Monitoring establishing core application
applications that form the base of your platform, response metrics
reviewing vendor and third party security bulletins and • Core System Monitoring for system level metrics such as
patch updates to identify and recommend patches CPU, disk, processor and I/O utilization and
necessary for the system and feeds those patches into performance, as well as to identify the health of specific
the change control process. software processes running on the server.
• Transaction-based User Experience Monitoring using
Compliance: synthetic transactions to test end to end processes
OpSource maintains a number of certifications and within your application.
compliance initiatives, including SAS 70 Type II
attestation, Level l PCI DSS certification, and EU Safe Application Optimization
Harbor certification. These initiatives help ensure our OpSource works with our customers to help their
customers comply with their own internal controls and development teams increase application performance and
regulatory requirements, and can help you overcome efficiency, with the goal of improving customer
sales hurdles when you present your solution to your satisfaction levels, margins and scalability, while reducing
target market. It can also save you hundreds of costs. During the initial Activations phase, OpSource
thousands of dollars in audit fees. implements the monitoring necessary to measure
availability and provide performance trending data. As
Database Management your site moves into production, OpSource’s Performance
OpSource’s dedicated team of industry veterans provides Engineering team uses that data to make
world-class support to complex Oracle, MySQL, and recommendations on application tuning to improve
Microsoft SQL database implementations. During the performance. The team also plays a crucial support role in
Activations phase, our Database Management team the ongoing application lifecycle by helping to identify
provides database architecture and design support for application stress points and resolve problems with
application performance and availability.
Company Corporate Headquarters
OpSource provides cloud and managed hosting solutions that enable businesses of all sizes to accelerate
5201 Great America Parkway, Suite 120
growth and scale operations while controlling costs and reducing IT infrastructure support risks. More
than four hundred Software-as-a-Service ISVs, cloud platform providers, carriers and enterprises rely on Santa Clara, CA 95054
OpSource's expertise, experience and agility to operate high-availability, business-critical hosting 408-567-2000
environments. Our industry-leading Application Operations service goes beyond traditional hosting by
sales@OpSource.net
providing application management, change management, performance management and application
optimization. OpSource Cloud is the rst cloud to bring together the exibility, availability and
community of the public cloud with the security, performance and control the enterprise demands.
Founded in 2002, OpSource is SAS 70 Type II, PCI DSS Level 1 and European Safe Harbor certi ed and has www.OpSource.net
operations in California, Virginia, UK, Ireland, and India.
© 2010 OpSource, Inc. All rights reserved. Page 2 of 2