- 8. Database and Application Administration Services. Ellucian will provide Database Administration ("DBA") Services and Application Administration Services for the Databases, Application Homes and Application environments as defined in Schedule A.
8.1 Ellucian will:
- a.Install, configure, and update Applications as defined in Schedule A, and Database environments for vendor-specific systems.
- b.Configure, as defined in Schedule A, baseline Application Home environments for vendor-specific systems.
- c.Perform Database system level security administration for the Database environments.
- d.Perform Database and Application Home clones, system refreshes or replications, for the Cloud Environment as agreed by the parties up to two (2) requests per month.
- e.Exercise exclusive access and control of DBA privileged or super-user level passwords, to include those Application accounts requiring such access, to Databases, Database Instances and Applications.
- f.Provide troubleshooting and diagnostic support for the Databases, Database Instances and Database Homes.
- g.Provide troubleshooting and diagnostic support for the Applications, Application configurations and Application Homes.
- h.Provide reasonable assistance with application maintenance issues requiring Database and Application administration knowledge and experience for designated Applications.
- i.Perform tuning and adjusting of Database and Database Instance, and Application parameters and configurations based on the specific vendor's recommendations, input from users, and response time sampling based on Ellucian's standard practices for designated Applications.
- j.Communicate with third party vendors or other Ellucian business units to resolve escalated issues as they arise for designated Applications.
8.2 Client will:
- a.Appoint or provide a user liaison to coordinate and perform the Application Security Administration functions and duties as requested by the Client for the Applications.
- b.Appoint or provide user liaison(s) to coordinate and perform the Application Configuration Administration functions and duties as requested by the Client for the Applications.
- c.Appoint or provide a single named user liaison to coordinate ERP activities of patches and upgrades for the Applications.
- d.Provide for programmers, analysts and user liaisons to research or review custom code, data level problems or data integrity issues for the Applications, and to develop and/or correct Client-developed customizations to Applications.
- e.Maintain active software support contracts with Ellucian and third party vendors for all Applications such that the appropriate vendor will provide personnel to develop and/or correct code in the Applications as needed.
- f.Provide functional, technical programming and user liaisons to provide troubleshooting of Application issues and to communicate with the applicable software vendor, including opening support contacts with the applicable software vendor.
- g.Perform the function of the job and job stream management role, if applicable; and be responsible for creating, maintaining, and troubleshooting Application jobs and job streams submitted either through the Application or in a supported scheduling system.
- h.Provide support for all user functions, management and other Applications not defined in this SOW.
- i.Communicate any applicable Database or Application software standards and procedures for access to designated systems to participating students, faculty, staff and alumni.
- j.Provide all end-user workstation and mobile device desktop and peripherals support for the Applications.