SharePoint Service Description

The administration and management of a SharePoint farm is a highly complex activity, and very separate and unique from actually using SharePoint. ClearDATA provides a service to relieve your business of this task, thereby enabling you and your company to be more successful with SharePoint.

The explanation below delineates the types of roles, activities, level of complexity, and who performs these roles. In most cases, the delineation is clear. The remainder gives a clear enumeration of the activities included in a role. There will be additional charges should a customer request assistance with a role from which ClearDATA is excluded. These charges will be billed at a predefined hourly rate.

SharePoint Support Requests

ClearDATA live support for the SharePoint application is available:

• 8AM - 6PM (GMT)
• Monday - Friday (not including standard US holidays)
• 24x7 on call for "SharePoint unavailable"

ClearDATA live support for the network, servers, devices, and operating system is available 24 hours per day, 7 days per week, year round.

Server & SharePoint Administration

There are three primary components to this area of support,

1. The Windows operating systems
2. Support Windows application servers, Active Directory and SQL
   
3. SharePoint Server Administration

Service Application Administration

Service Applications in SharePoint centralizes many activities that can then be shared across multiple site collections. These activities have their own set of administrative activities. These administrative activities are managed by ClearDATA.

Site Collection Administration& Site Administration

The SharePoint Site Collection is the container that holds all of the customer's data. This data can have its own workflows, features, search scopes, pages, look and feel, reporting requirements, access restrictions, and many other elements. Both ClearDATA and the customer's administrative staff manage these elements. (Specific delineation of these roles is listed below.)

User Activities

User activities include site permissions, creating new lists and libraries, adding new documents to a site, creating new sites, creating new workspaces, list permissions, and several other site level activities. These items are the responsibility of the customer.

ClearDATA performs the following:

SharePoint Installation

• Server Operating System installation and configuration
• SQL Server Installation and Configuration
• Active Directory Installation and Configuration
• Core SharePoint Active Directory account creation
• Kerberos Configuration
• SharePoint Installation
• SharePoint Initial Configuration
• Creation of WEB Application
• Creation of Content Databases
• Site Collection Creation
• Role Delineation among servers
• Incoming & Outbound email services configuration
• Managed Path Management
• WEB Application Security
• Applying SSL certificates and SharePoint SSL Configuration
• SSP Creation and Configuration

SharePoint Administration

• IIS Management (As it relates to the SharePoint installation.)
• Execution of all STSADM commands
• Service-Pack & Hot-fix application
• SharePoint Application Management
• Content Database(s) creation and configuration
• Site Collection Creation
• WEB Application creation and configuration
• Site Collection Security
• New Management paths and Alternate Access Mappings
• Adding new servers to the farm
• Site Quota Management
• Site Collection Feature Management
• Configuring Records center
• Configuring HTML viewer
• Configuring Document conversion services
• Configuring InfoPath Forms Services
• Uploading and installing Form Templates
• Managing data connection files
• Managing WEB service proxy
• Managing Policy for WEB Applications
• Managing Authentication Providers
• Managing Workflow Settings
• Configuring Session State
• SharePoint Operations Activities
• Information Management Policy Configuration
• Single Sign-On configuration
• Configuring Usage analysis and processing
• Enabling/Disabling Enterprise Features
• Managing License Type
• Timer Job management
• Master site directory setting
• Managing Alternate access mappings
• Solution management
• Executing back/restore for SharePoint backups
• Database Server Configuration
• Content deployment settings
• Delineation and management of roles within the server farm

Service Application Administration

• User Profile Service
• MySite Configuration
• Managing published links to Office client applications
• Personalization services permissions
• Active Directory Import/management
• Search Configuration
• Providing Search usage reports
• Excel Services Configuration
• General Settings
• Configuring trusted file locations
• Managing trusted data connection libraries
• Managing trusted data providers
• Managing user-defined function assemblies
• Managing SharePoint Audiences
• Business Connectivity Services
• Managed Metadata Service
• Web Analytics
• Word Automation
• State Service Application

ClearDATA can provide guidance with the following activities, though customers are expected to perform these activities with little or no assistance from ClearDATA.

• Site Collection Administration
  
• Search Settings
• Search Scopes
• Search Keywords
• Recycle bin management
• Site directory settings
• Site collection usage reports
• Site collections features
• Portal Site Connection
• Site collection audit settings
• Site collection policies
• Site collection output cache profiles
• Translatable Columns

Site Administration

• Regional Settings
• User Alerts
• RSS Configuration
• Search visibility configuration
• Site Output Cache
• Moving sites within a site collection

ClearDATA will not perform the following items without incurring additional Product Services fees:

• Creating of new SharePoint Team sites
• Apply an installed Theme to a site
• Managing permissions for a site or site collection
• Applying a Master Page to a site
• Editing a title, description, or icon for a site
• Managing a sites Navigation
• Applying and managing page layouts
• Resetting a site to the Site Definition
• Managing the following Galleries
• Site Content Types
• Site Columns
• Site templates
• List templates
• WEB Parts
• Workflows
• Master pages and page layouts
• Adding content to a SharePoint page
• Uploading or creating content in any list or library type
• Creating new list or library views
• Editing the properties of web part
• Managing WEB Parts on a page
• Creating new workflows
• Applying a workflow to a list or library
• Applying information policies
• Re-branding a SharePoint site
• Developing new SharePoint functionality

Deploying Custom Code/ 3rd Party Functionality

The following guidelines must be adhered to when requesting that ClearDATA  deploy new or custom code to a  supported SharePoint installation.

• All functionality or changes must be deployed via Web Solution Packages (or WSP) and SharePoint Features
• Any WSP that deploys DLL's into the GAC will be questioned. Developers will need to provide adequate justification for why their code needs to run only in this location.
• WSP's will be deployed by ClearDATA engineers.
• Site Collection Features will be enabled/disabled by ClearDATA engineers.
• WEB.Config file will not be given elevated permissions.