Application Management ServicesOctober 9, 2008

Agenda

• Welcome and Introductions— Michael Dobe, Vice President of Information Technology

Services for Lamar University

— Todd Greenfield, Director of Technical Services for SunGard Higher Education

• Feeling Stretched?

• Application Management Services (AMS) Overview

• Maintain Your Uniqueness

• True Team Approach

• Selected Clients

• Frequently Asked Questions

• Why Choose AMS from SunGard

• Q & A

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Feeling Stretched? – We Understand

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• Challenges—Demanding user requests—Continuous requests for new applications—Lack of knowledgeable resources— IT budget cuts and reduced staffing

• We can help—Leverage our full resources to help your

institution—Unload the burden of maintaining your ERP—Application Management Services—Application Hosting Services

Lamar University

Lamar University

• Michael Dobe—Vice president of Information Technology Services—As CIO provides IT services for 3 branch institutions as

part of the Texas State University System (TSUS)—Serves approximately 16,000 students

(Lamar and branch institutions)

• Lamar University is located in Beaumont, Texas: —80 miles from Houston, 40 miles from the Gulf Coast

beaches, 30 miles from Louisiana, and 70 miles from the Texas lakes region. 

• What sets them apart?—Lamar provides support for new and challenging

academic technologies through an academic partnership program for education at a distance.

Feeling Stretched? – We Understand

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• Lamar University Experiences—Common problems in Higher Education—Reasons for choosing SunGard

“Depending on SunGard to manage our new administrative software is a natural fit. They bring a unique combination of application expertise and production database management talent which is critical to our success.”

Michael Dobe,

Chief Information Officer

Lamar University

Application Management Services

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AMS - Operating System Administration

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• Windows® and Linux supported

• Installation and hardening

• Backup and Recovery

• Systems Tuning

• Critical systems/services/logs monitoring

• OS Upgrades and patches

• Error troubleshooting

• Security administration—Server Account Administration—Log Reviews & Monitoring

AMS - Database Administration

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• Oracle and Microsoft SQL Server Support

• Certified Database Administrators

• Pre-environment planning

• Installation and Configuration

• Upgrades and Patches

• Performance Tuning

• Proactive Monitoring

• Error Troubleshooting

• Database Backup and Restore Management

• Database Security—Database Account Administration—Log Reviews & Monitoring

AMS - Application Administration

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• Experienced Application Administrators • All SunGard Higher Education

Applications supported• Setup and Configuration• Upgrades and Patches• Environment Cloning• Tier 2 Application Troubleshooting• Assistance with baseline tools and

utilities• Based on best practices gained from

multi-institutional experience and exposure

AMS – What’s not included?

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• Tier 1 Support• SunGard Higher Education Customer Support

Center (Actionline)• End user support

• “Data” Actions• Programming/Development• Operational report writing• Research/Analysis

• Application Security

AMS – Lamar University

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• High Availability Environment—CIO Infrastructure Requirements—Extremely tight deployment timeline—Supporting three schools

Supportive Architecture

• High availability to create a robust partnership—Dell 2950 Dual CPU Quad Core Servers—Red Hat Linux OS—Banner DB running Oracle RAC—ODS DB running Oracle RAC—Six load balanced application servers running through

Big IP F5—Three batch servers—Development Environment —DR Environment (currently being built – will use Oracle

Data Guard)

Maintain Your Uniqueness

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• Lamar University Experience—Overall Engagement

• Hurricanes—Edouard – August 2008—Gustav – September 2008— IKE – September 13th 2008

• Loss of infrastructure, power, water, etc.

• Each Institution is Unique—We realize this—We are flexible—We are here to help

Team Approach

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• Lamar/SunGard Teamwork— How is this working so far

• True Team Approach— All service areas backed by multiple team

members – “Verizon Model”— Team members are application specialists — Assignment/Task sharing on larger projects— Banner/Luminis/Oracle/Unix/Linux/Windows

Team Approach

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• Named Primary Engagement “Team Leader”— No human single point of failure— Consistent communication flow among

immediate team— Consistent and effective proven practices

across teams

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Selected Clients

Frequently Asked Questions

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• How much does it cost and How long are the typical engagements?— 2 to 3 year fixed fee

• Do I lose control?— Configurations

— Upgrades - What and when

— Change – No forced change

— Downtimes

• Do you manage other systems?— SunGard Higher Education Applications

— Learning Management Systems and other major ERPs

Why choose Application Management Service

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Additional Included Components

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• Emergency Support Services Contact Number— Dedicated toll free “800” number tied directly

to our Central Help Desk

— Used for emergency Tier 2 support 24x7x365

• Proactive Application Monitoring— 24x7x365 monitoring of externally facing

application components

— Notification to services teams

• Secure Access— Always available 24x7x365 secure VPN

access for services teams

— Branded 128-bit CISCO VPN Device

— Requires 2-factor authentication

— No “delays” when support is needed

Application Management Services

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“Hosting the software at the company’s data center will enable our staff to devote their full attention to building relationships with our constituencies and raising funds for the University of Oregon.”

Gary Livesay,

Chief Operating Officer

University of Oregon Foundation

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For more information contact:Melissa Meridith, SunGard Higher Education Account Executive at

Melissa.Meridith@sungardhe.com1-800-800-1874

or contact your SunGard Higher Education Account Manager

Thank you