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IntelliTime Systems Corporation <br /> Standard Operating Procedure for Client IT Staff Support Responsibilities <br /> If your implementation includes a Interactive Voice Response server for the IVR server <br /> controller PC you would only be asked to reboot the PC if it does not answer the phone <br /> when called. Similar to a time clock you would ping this PC to verify it is connected to the <br /> network. For any other issue you will call IntelliTime. <br /> With regard to Microsoft software updates please recognize that we do not receive copies of <br /> Microsoft patches or service packs any sooner than our clients. We have all of our internal <br /> development and QA servers set to install all updates immediately so we will hopefully <br /> encounter any incompatible Microsoft patches or service packs first. So far there have been few <br /> over the last five years that have caused minor issues mainly related to changes in security with <br /> the server, but no down time. <br /> The IntelliTime server database will be set up by us with a "Maintenance Plan" than <br /> automatically maintains SQL Server in good working order. This performs tasks such as re- <br /> indexing tables and reorganizing data pages and will report any problems to the server Event <br /> log, which is why item #4 above is critical to be done daily. Often problems are reported in the <br /> Event Log days before any impact on the operation of the server and our application. <br /> The maintenance plan also backs up the transaction log hourly and the full database nightly. <br /> These backups are saved to the server hard disk. When you run your nightly tape backup, you <br /> have now copied the database to offline storage. Even if your server is physically destroyed we <br /> can get you back up with your tape backup. If the tape backups are not done reliably, we can <br /> restore the IntelliTime application software but all of your data will be lost. This is to be avoided <br /> of course. We can coordinate the timing so the database backup is scheduled before the tape <br /> backup is run nightly. You will be contacted to determine what time works best. <br /> Copyright 2014, IntelliTime Systems Corporation Page 2 of 2 <br />