12. Services

Service Level Agreements 

Pureinsights can provide Service Level Agreements to support 9x5 or 24×7 support for your search applications.  Depending on your needs and contractual requirements, support activities would fall into one of the following categories, based on their complexity, criticality, and the availability of appropriate Client resources during business hours:  

Full 24 x 7  

Activities that may be attended anytime following the SLA.  

Arranged Prior (24 x 7)  

Activities that can be attended/performed anytime but with planned, advance coordination  

Business Hours (8 x 5)  

Activities that will be attended/performed during business hours  

Service Level Agreements are agreed with the customer on an individual level dependent on their business requirements. 

Service Management - SearchOps 

Business as usual managed services for a  search application include the following ongoing tasks: 

•  Deployment of all new versions to each environment and validation of proper deployment and functionality. Monitoring for regression issues and redeployment of prior versions if necessary. Applying runtime deployment changes when possible.  

• Providing implication outlines of updated versions to system load and expected performance.  

• Coordinating and communicating with the business prior to performing scheduled upgrades, OS patches, service packs, security patches, software patches, backup and log rotation.  

• Monitoring of the complete application and generation of reports on system health, performance, top queries and other functional areas.  

• Starting, stopping, suspending and resuming services – subject to approval from Client.  

• Monitoring the document processing, indexing and search performance and making adjustments to improve.  

• Continuously improving the monitoring systems.  

• Maintaining of dictionaries (Spell checking and Synonym dictionaries).  

• Performing Index Maintenance. Identify and solve indexing issues.  

• Performing minor changes to the document processing pipeline.  

• Executing and reporting on Relevance Scoring system.  

• Providing Monthly Status Reports.  

• Providing Quarterly service reports and attending Quarterly meetings.  

• Attending other meeting as requested by Client.  

• Producing and maintaining current and future documentation and procedures.  

• Performing regular back-ups and restoring of configuration and indexes.  

• Scheduling and communicating associated with maintenance windows.  

  This list can be adjusted as needed.  

Pureinsights has standardized on Jira Service Management and OpsGenie for incident management and general support services, and Datadog for monitoring.  These are inexpensive but are a monthly expense to the project.