Optimize Assist Program
Service Catalog
Description of services available for on-premises, cloud(public or OpenText) or hybrid cloud customers

Contents

Optimize Assist Program Service Catalog

Introduction

3

Optimize Assist Program

3

Optimize Assist Program - Service Manager

5

Optimize Assist Program - Site Inventory Service

5

Optimize Assist Program - Incident Trend Analysis

6

Optimize Assist Program - On-Site/Remote Technical Assistance(pre-planned flex days)

7

Additional Optimize Assist Services available to be added
to the Core Program

8

Business Administration Services (Skills)

9

Outcomes

9

Staff Augmentation Service (Skills)

9Application Support Service (Skills)

10

Operational Readiness Assessment (Skills)

11Standby Expert Support / Assistance Service (Skills)

12

Result12

Monitoring Service (Ongoing Task)

13

Patch Management Service (Ongoing Task)

14

Upgrade Assessment Service (Upgrade)15

Upgrade Service (Upgrade)

16

Environment Alignment Assessment (Expert Checkpoint)

17

Health Check Service (Expert Checkpoint)

18

Disaster Recovery Review Service (Expert Checkpoint)

19

Capacity Planning Service (Expert Checkpoint)

20

Performance Optimization Service (Expert Checkpoint)

21

About OpenText

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Introduction
OpenText offers and delivers an Optimize Assist Program that focuses on services
and support. Helping customers improve their user experience, productivity,
return on investment and overall satisfaction of OpenText software, whether it
is implemented on-premises, in the cloud (public or OpenText) or in a hybrid
cloud scenario.
Operating and maintaining advanced Information Management (IM) solutions canbe a complex proposition for any organization. Delivering on these requirements
requires in-depth technical know-how and expert knowledge of IM deployment andoperational management. Many organizations need additional skills and resourcesto accelerate and streamline their digital journey. OpenText understands thesechallenges and has designed the Optimize Assist Program to alleviate some ofthose pressures.
As the pioneer of IM software, OpenText is an ideal partner to provide the expertiseneeded to achieve a successful implementation and smooth ongoing operations.
The Optimize Assist Program contains a number of core services with the ability to
add additional optional services from the service catalog.
For customers who are looking for some assistance with managing their IM solution
there are a range of Managed Services that are also available from the Professional
Services team.

Optimize Assist Program
The focus of the program is to help customers operate and maintain their OpenText
solution with fast and effective incident resolution.
This program includes the mandatory core essential services to support acustomer's IM needs.
Additional services can be selected from the Optimize Assist Program Catalog
and added to the Program in accordance with any specific business needs
and requirements.
Core Program Benefits• Improved user satisfaction and user adoption• Faster resolution of incidents leading to reduced number and severity offollow-on incidents• Improved stability and reduced downtime• Advanced technical expertise• Accountability and innovative problem solving from the OpenText team thatdeveloped the product• Regular status calls and reporting• Agreed service response times

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Core Services
Services included are:
• Service Manager as a single point of contact and accountable for the service
and customer satisfaction with a Private Optimize Assist Program Workspace tomanage and facilitate all communication and reporting between OpenText and theCustomer (active throughout program term)• Site Inventory to ensure asset, CI (Configuration Item) and CMDB (Configuration
Management Database) documentation is current to allow for fastest intervention
possible (once per program term, with updates)• Incident Trend Analysis to identify issues, trends and determine potential
candidates for future problem management• Onsite/Remote Technical Assistance (pre-planned flex days) to resolve complex
issues or to take over maintenance and support activities in case of limited
availability of customer’s staff.
These core services are defined in greater detail on the subsequent pages

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Optimize Assist Program - Service Manager
An Optimize Assist Program includes a Service Manager as a named single pointof contact. They will have overall responsibility for customer satisfaction in thedelivery and management of this program.
This assigned Service Manager has the following mandate:
Assigned as the OpenText representative to manage the Optimize Assist Program
contract throughout its life
A named contact in the time zone closest to the customer, with the required
language skills. This person is dedicated to developing and maintaining a trusted,long-term relationship between OpenText and the customer
Establishes and enforces clear and consistent processes that help the customer toengage, improve and evolve with OpenText at all levels
The Service Manager will generally be available from Monday to Friday during
normal business hours in the agreed time zone, excluding public holidays
unless otherwise agreed upon by both parties to respond to requests within areasonable timeframe.
Provide Program planning advice with status reports and calls on support requests
and services. These reports will be available in the Private Optimize Assist Program
Workspace. This OpenText customer service portal is used to manage and facilitate
all communication and reporting between OpenText and the customer
The Service Manager will offer structured analysis of incidents, identifying trends
and issues in order to find similarities, creating input for problem management andthe Known Error Database (KEDB). Improving system stability and performance.
Closed Incidents are analyzed to identify similarities or trends. If there are any
severe and repeated Incidents these are identified and a problem management
ticket is raised.

Optimize Assist Program - Site Inventory Service
Overview
Included as part of each Optimize Assist Program, this service provides a detailed
and technical site inventory document covering all areas of a given solution
including: the high-level system architecture, network and server infrastructure,client and O/S configuration, OpenText solution installation and configuration.
This documentation is required so that technical consultants have the information
they need to respond quickly to incidents.
Benefits
OpenText will review and update the technical documentation detailing the mostimportant elements of the system environment. This will be used as an up-to-date
overview of the system in the event of a system failure.

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Outcomes
The Site Inventory document typically contains a graphic overview with information
about all relevant servers used for the specific installation or application. The
overview should contain the following information:• Logical overview• Server names and IP addresses• Server usage• Two servers in case of cluster• Storage information including disk size
• Load balancer and/or firewall information• Lines displaying the communication between the servers, including ports• Network information• Third-party products, e.g. solutions for incoming documents
Important information for Emergency Support Admins will provide a quick overview
of the customer’s installation, including all required log-on parameters, such as:• Business case, two sentences about the product usage and any SLAs OpenText
or the customer has in place (short words)• Installed product version, including patch level• Log-on information - access to the systems, usernames and passwords including
DB information (if possible)• Configuration overview - installation path, log file path, start/stop scripts,
or services• How to section - guidelines to quickly solve recurring issues• Short description of where to find and access system monitoring, if
available and technical documentation of the most important parametersof the system environment

Optimize Assist Program - Incident Trend Analysis
Overview
Included in all Optimize Assist programs, this service provides quarterly analysis of
all raised Incidents. The service is intended to identify issues, trends and determine
potential candidates for future problem management.
The service offers a structured analysis of incidents in order to find similarities andcreate input for problem management and Known Error Database.
Benefits
Improved system stability and performance
Outcomes• Closed Incidents are analyzed with regularity to identify similarities or trends.
• If any severe and repeated Incidents are identified, a Problem Management
Ticket is raised• Report of Incident Analysis• Recommendation of Change Requests to improve stability and performance
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Optimize Assist Program - On-Site/Remote Technical
Assistance (pre-planned flex days)
Overview
This service enables a customer to use OpenText Technical Consultants for on-siteor remote expert technical assistance. These are flex days that offer pre-planned
assistance by mutual agreement.
Benefits
Assists the customer’s administration team to resolve complex issues or to takeover maintenance and support activities in case of limited availability of customer’s
staff. These pre-planned flex days allow for customers to deal with the unexpected,
by speaking to an OpenText Technical Consultant and receiving follow up support
at a mutually agreed time.
Outcomes
OpenText provides a team of technical product experts familiar with the customer’ssolution and operating processes, such as Incident Management, Problem
Management, and Change Management. This team assists the customer’s adminteam with all maintenance and support activities.
Result
The customer will receive access to a team of OpenText experts foron-demand assistance.
Note: On-site technical assistance may require agreement on travel logistics
and expenses.

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Additional Optimize Assist Services available to be added
to the Core Program
A selection of services have been created that are regularly added to a core
Optimize Assist Program. Please speak to a Service Manager about the benefits
that these additional services provide. They are grouped into four key areas Skills, Ongoing Tasks, Upgrades, and Expert Checkpoints.
Skills• Business Administration Services• Staff Augmentation Service• Application Support Service• Operational Readiness Assessment• Standby Expert Support /Assistance Service
Ongoing Tasks• Monitoring Service• Patch Management Service
Upgrades• Upgrade Assessment Service• Upgrade Service
Expert Checkpoints• Environment Alignment Assessment• Health Check Service• Disaster Recovery Review Service• Capacity Planning Service• Performance Optimization Service

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Business Administration Services (Skills)
Overview
This service allows customers to offload classic “Super User” tasks to
OpenText. Taking care of daily routine jobs and tasks that would otherwise
occupy internal staff.
Benefits
OpenText delivers a defined set of “Super User” tasks, saving the customer fromthe need to have internal staff perform these functions.

Outcomes
A collection of initial deliverables will be agreed upon during the initial workshop.
Examples of deliverables include:• User and Group Administration• Search Admin• Records Management Admin• Workflow/Business Process Admin

Staff Augmentation Service (Skills)
Overview
This service enables a customer to use OpenText Technical expert(s) to provide
coverage for a customer’s staff when absent on planned or unplanned leave.
Activities to be delivered are mutually agreed between OpenText and the customer.
Benefits
OpenText can help operate the customer’s solution and provide cover for thecustomer’s technical staff or enhance their staff during critical times to mitigate riskor develop and boost critical knowledge in the existing staff.
Outcomes
OpenText will provide a team of technical product experts familiar with thecustomer’s solution and operating processes, such as Incident Management,
Problem Management and Change Management. This team can take over
responsibility for all maintenance and support activities necessary to comply with
OpenText best practice and customer’s processes.
OpenText will operate the customer's solution and provide cover for customer's
staff based on the agreed scope.

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Application Support Service (Skills)
Overview
OpenText will support and maintain bespoke extensions, integrations andcustomizations made to the core OpenText product deployment.
Benefits
For solutions provided by OpenText Professional Services a maintenance agreement
can also be offered that will provide the following benefits:• Reporting incidents relating to customizations (as well as standard product) to
OpenText Customer Support• Track, analyze and review incidents and issues raised• Maintain the knowledge related to the solutions with an assigned PrimaryTechnical Specialist for the duration of the service contract.
Outcomes
The following services are included:• A primary technical specialist is responsible for the program• Support requests related to the customizations will be logged and managed by
OpenText Customer Support• The Service Manager is responsible for the coordination of all solution services
support requests from creation to resolution• The specialist will carry out necessary problem rectifications for thecustomizations defined in the agreement
Result• Disruptions related to customizations will be reported to OpenText Customer
Support in the same way as standard product issues, simplifying reporting andaccelerating communication.
• When requested by the customer, the specialist will upgrade any customizations
linked to a minor/major upgrade of the OpenText standard software. This upgrade
is limited to the provision of customizations, with all necessary modifications
in order to allow these to run on the new minor/major upgrade version of the
OpenText standard software.

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Operational Readiness Assessment (Skills)
Overview
This service is recommended for customers who are undergoing the initial
implementation of a new OpenText solution, with a specific focus on what
activities can best assist the customer’s IT team. The service assists the customer
in developing plans, policies, tools and the knowledge needed to effectively
administer, support and maintain the OpenText solution.
Benefits• Assistance to the Support/Admin teams• Structured and optimized Customer Support processes• Improved understanding of OpenText Software• Improved Risk Management• Improved Strategic Planning
Outcomes• Operational Readiness support is offered in addition to the Software Maintenance
Program that customers will be subscribed to• Proactive problem prevention• Rapid resolution of issues encountered• Positive end user experience• Status reporting and regular meetings

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Standby Expert Support / Assistance Service (Skills)
Overview
This service provides standby services to offer a remote “safety net” for acustomer’s planned system events and business critical periods by providing
supplementary internal IT Staff for evening and weekend work. This standby
service is available 24/7, in support of customer business critical production
environment activities.
Benefits
As a means of supporting maintenance work outside of normal working hours(e.g. the weekend), support can be requested with a lead time of four weeks. The
additional agreed charges shall apply.
During the planned system event or business critical period, the customer will haveadditional know-how from the OpenText technical specialist(s) in order to receive
any assistance that they may need.
Outcomes• One or more highly experienced and dedicated technical specialists will beavailable remotely via email and telephone for any issues or questions thecustomer may have
• The specialist will closely work together with a customer's Solution Administrator
to analyze the occurring issues to get them resolved or to find workarounds• The specialist will work together with OpenText colleagues in other departments
as needed (e.g. Customer Support, Development)

Result• Continuous availability of highly experienced technical specialist(s)• Continuous access to the best practice know-how of Optimize Services Programs
during a critical maintenance or business phase• Rapid support to resolve issues

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Monitoring Service (Ongoing Task)
Overview
The key to success of any deployment is that the application be available,
functional, and performing well for end users. While many organizations have somebasic monitoring tools in place, they find it difficult to perform application levelmonitoring on all their components. Therefore, issues may go initially undetectedby IT, leading to more user complaints, reactive firefighting, and increased total costof ownership.
Benefits
The Monitoring Program Service provides customers with a proactive monitoring
system at a service and an application level, with ongoing adjustments and support
for installed software.
Additional benefits may include:• Reduced Administrative costs by reducing/eliminating manual monitoring ofcomponents or maintaining custom monitoring scripts• Reduced time to fix issues by leveraging the information provided by alerts• Fewer full system-wide outages by responding to early warnings• Reduced internal support costs from fewer end user tickets• Increased end user satisfaction and adoption• Visibility into historical trends over time: component availability, storage
consumption rates, etc.
Outcomes
The Monitoring is a subscription-based service providing organizations withthe tools and guidance to proactively monitor their solution. This service allows
organizations to detect a wide variety of issues early, often before the issue isreported by users.
• A typical engagement would include the following activities:• Review overall existing monitoring plans and documentation• Provide monitoring options and recommendations• Install the Monitoring tools (not available for all products)• Configure the system with follow up adjustments• Quarterly checks provided to ensure optimal configuration
Additional Offerings
OpenText can also monitor alerts for customers! During regular business hours,
OpenText Administered Monitoring Program offers complete monitoring andminor corrective action for generated alerts. A 24x7 program is also available for
production critical alerts.

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Patch Management Service (Ongoing Task)
Overview
This service enables OpenText Consultants to provide quarterly patch evaluationand preparation for handover in a Release (see Release Management). Consultants
will review, highlight and recommend any mandatory and/or optional patches for the
OpenText solution in place.
Benefits
Support of the Release Management and System Operation on a regular basis withrecommendations regarding relevant patches and module updates appropriate to
the OpenText products inside the customer’s release bundle.
Outcomes• OpenText will evaluate all patches for products used within the customer’ssolution and will create a package and a detailed description to enable thecustomer’s Release Management to implement patches within the next release.
• Officially released OpenText patch updates for customer’s solution are identified• Delta status to the actual used patch level is identified• Necessity of new patch candidates is determined• Dependencies and impact of new patch candidates are verified• Results are reported in time to the Release Management Cycle

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Upgrade Assessment Service (Upgrade)
Overview
This service provides analysis and advice to customers who are planning to
upgrade to the latest version of an OpenText product or solution and desire toleverage the best practices of OpenText specialists.
Having a contact at OpenText to help navigate issue resolution, understandthe different IM component versions, modules, patch levels, OS platforms, anddatabases, combined with availability of expert resources with in-depth technicalknowledge of the application can be key to that success.
Benefits
With this Upgrade Assessment, the customer develops the optimal upgrade
strategy together with the OpenText team.
Outcomes• Analysis of the current configuration of the system• Reports on the availability of components for the upgrade• Recommends a high-level upgrade path
• List the essential upgrade efforts for customer-specific business cases• Provides a collection of customer upgrade documentation andinstallable software• Outlines strategies for dealing with the complexity of an upgrade• Provide intermediate upgrade steps
The Upgrade Assessment results in an upgrade plan documented as areport, combined with a checklist and collections and a draft version of the
documented test upgrade. In addition, the customer will receive a customization
remediation plan.

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Upgrade Service (Upgrade)
Overview
Upgrading OpenText solutions or products can be a highly technical and timeintensive endeavor. This Service enables OpenText to partner with the customer
and provide upgrade-related consulting services, either as an inline activity ofthe service or as a separate project for larger undertakings. During the term of
the contract, OpenText will work with the customer to plan, test, and perform one
upgrade on covered environments.
Benefits
The customer’s solution will be upgraded to a mutually agreed upon
supported environment
Outcomes
At a high level, this service includes:• Project initiation/upgrade planning• Product installations• Upgrade testing (System sanity/smoke testing)• Production upgrade• Production cut-over• Go live support• Project management
The following are out of scope and would need to be part of a separate work order:• Regression testing• User support, training, and adoption assistance during and following the upgrade• Custom coding of module upgrade or any other third-party code
• UAT script creation or execution• Solution enhancements• Customer-specific custom modules/development• Customer-side changes and deployments as a result of the upgrade
ResultOpenText application(s) are upgraded successfully. Post upgrade testing of the new
deployment and support confirms successful go-live and production solution isdeemed operational.

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Environment Alignment Assessment (Expert Checkpoint)
Overview
This service ensures that the customer’s various production and lower
environments/clusters are correctly aligned and reported on i.e. running thesame versions, patches, and configuration as recommended for the OpenText
solution in question.
Benefits
The process and activities to align different systems of the customer’s environment
are defined according to OpenText best practice.
Outcomes• Review of the related OpenText solution environments• Documentation of the environments• Identification of any gaps and upgrades required• Recommendations for optimized operational efficiency against OpenText
best practice• Review of report and Q&A
ResultA document that defines the procedure on how to align the customer’s environment
according to OpenText best practices.

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Health Check Service (Expert Checkpoint)
Overview
This service supports the identification of potential problems in the configuration
and use of the OpenText solution. OpenText will check the solution's architecture,
installation, configuration database and implementation performance.
This will be summarized in a written report that provides an overview of the checks
performed with recommendations for improvement. The Health Check Service isconducted on a regular basis, the customer will be able to monitor and assess theeffects of recommended changes on system performance, stability and usage/
growth over time.
Benefits
OpenText will assess the system for potential failures or weak points. The customer
will receive a report that summarizes recommendations for improvements orchanges to establish a more optimally configured system.
Outcomes
An OpenText Technical Consultant will visit the customer on-site, or remotely review
the IM system(s), and conduct the checks, which include:• Review of the basic product architecture/installation/configuration• Review of data integrity and data consistency• Review of the search grid and other main IM software components and supporting
sub-components• Detailed performance review based on analysis of generated log files• Review of the installation security (e.g. OS-level permission configurations)• General review of database “health”
Result
The customer will receive a Health Check report based on the results of the
OpenText analysis. The report summarizes:• The checks conducted• The results of the checks conducted• An analysis of the checks conducted• A set of recommended improvements/changes that will deliver a more optimallyconfigured system

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Disaster Recovery Review Service (Expert Checkpoint)
Overview
This service provides the customer with a review of the current disaster recovery
process and failover procedures for the implemented OpenText solutions.
Benefits
The objective of this review is to get a definition of Disaster Recovery/BusinessContinuity requirements and to discuss the critical service elements.
Outcomes• Overview of the OpenText IM solution and how it is currently implemented• Review Disaster Recovery/business continuity requirements within the
OpenText environment• Evaluation of RPO: Recovery Point Objective• Evaluation of RTO: Recovery Time Objective• Discussing the options and the requirements for all the relevant software
components involved• Database instances
ResultA summary of the OpenText findings and recommendations of the existing Disaster
Recovery concepts will be delivered.

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Capacity Planning Service (Expert Checkpoint)
Overview
This service provides recommendations with regards to application sizing andscaling to meet future business requirements.
Benefits
The goal of Capacity Planning is to ensure that OpenText’s IT resources andsolutions are the right size to meet current any and all future business requirements,
in a cost-effective way.
This service will provide customers with a comprehensive overview of theapplication environment, identifying trends in performance development andperformance bottlenecks as early as possible.
An initial Capacity Report includes recommendations to change the environment’s
infrastructure or the application’s configuration to improve overall performance.
Regular assessments of the OpenText environment performance with a Capacity
Report are recommended. This service includes a capacity monitoring toolas part of the initial Capacity Report. Subsequent Capacity Reports can beordered additionally.
Outcomes
This service uses the OpenText proprietary monitoring tools to deliver a
Capacity Management solution that monitors and predicts the performance of
the OpenText solution.
This service includes:• Installation and configuration of the OpenText proprietary monitoring tools during
the program (if applicable)• Creation of an initial report for System Monitoring and Capacity Planning• Review of the initial report with the customer• Recommendations based on the results of the Capacity Planning Report
The OpenText Capacity Planning solution will be installed in the customer’s
environment and can be used to perform Capacity Planning. A first report isdelivered after an agreed timeline.
Optional Services:• Additional System Monitoring Reports beyond the initial report• Capacity Planning with a monitoring implementation of the OpenText environment

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Overview
This service is for customers who wish to address existing performanceissues and proactively identify potential performance bottlenecks before theynegatively impact end-users’ experience. This service is also designed for
those who are interested in learning more about how their system is being used,possible weaknesses and, where relevant, comparative reports with earlier
performance checks.
Performance issues are often complex and usually spread across application,
platform and underlying infrastructure. After removing the first identified
bottleneck(s), others can surface and need to be removed in a succeeding step.
This process is generally repeated until the application performance is within arealistic customer window of expectation. The scope of this service is to cover the
first step in the process. While this will help to identify and approach the first set ofbottlenecks, it also puts the customer in a position to decide what the next actions
should be and how many iterations are likely to be required.
In order to ensure that the root cause of a problem is being addressed rather than
the symptom, it is important to have a clear overview of the environment and how
individual components interact with and affect one another.
Benefits
The customer will receive a status report of the existing system performance andrecommendations for addressing any performance issues and an overview ofpossibilities to increase the system performance.
Outcomes• Quantify and measurement of the performance problem(s)• Identification of the first set of potential bottlenecks within the system• Evaluation of the system architecture• Review of application design, integrations and implementation of critical modules• General system review and identification of weaknesses with regards to response
times, transaction throughput, stability and availability• Review of current implementation and operational processes fromperformance standpoint• A recommended action plan based on the findings of the items listed above
Results
The result of the service is a report that will go into detail of the analysis, providing
results and recommendations specific to the customer’s system and usage.
Recommendations can include system, platform or application configuration
changes and/or infrastructure upgrades. The report will also help customers gain adetailed understanding of how the system is being used. This report will include:• Specific software configuration weaknesses• Specific infrastructure bottlenecks

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About OpenText
OpenText, The Information Company, enables organizations to gain insight throughmarket leading information management solutions, on-premises or in the cloud. For
more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit: opentext.com.

Connect with us:• OpenText CEO Mark Barrenechea’s blog
• Twitter | LinkedIn

More about OpenText Managed Services
For additional information about OpenText Managed Services please visit
opentext.com/managedservices
To speak to a Managed Services expert, please email:
ProfServices@opentext.com

opentext.com/contact
Copyright © 2023 Open Text. All Rights Reserved. Trademarks owned by Open Text.
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