Document 5.1 ll11o1pt,ll1 ,it 1lh· ,1 \_,1,1�, 111h, I,., :11t \l.111.1�L111 .. 'l'11l{>1,,.1.i111n1.d{11<•pt.·1lll1t1.1ltli I ,1.11,..., ,11111 ..- 1 dftlrh',"' t •111•• tRONTEX Frontex Media Monitor FSC Product Description Frontex Media Monitor/Newsdesk Version 1.1 uct_Description Final_23042012 _f!\tl t\,•:,:1..1"

Project Name: Date: Author: r Owne : Frontex Media Monitor 18/04/2012 Release: Draft Text removed - justiication 1 Client: Text removed - j ustification 1 Document Number: Note: This document is only valid on the day it was printed Revision History Revision Date Previous Revision Date Date of next revision: Summary of Changes Changes Marked Approvals This document requires the following approvals. A signed copy should be placed in the project files. Name Signature Title Date of Issue Version Distribution This document has been distributed to: Name .__r....-ct_Description Final_23042012 \n.:, Title Date of Issue Version

Identifier: Product Title: Purpose: Format� Composition: External De endencies: Derivation: Development Resource Estimate: Development Skills Required: Allocated To: Quality Criteria: Updating and end-user assistance for the Frontex Media Monitor and Newsdesk a lications The Frontex Media Monitor is a web monitoring tool that retrieves media articles based on pre-customized categories and alerts. The Newsdesk is the interconnected tool which allows users to edit and publish newsletters. Both tools were installed and are running at the Frontex server under an SLA with the JRC, signed in 2010. The purpose of this Product Description is to regulate the content and quality criteria for the maintenance and u dat1n of both � � roducts. to be performed by the JRC throug out t e period g4/2012-04/2013, under a general $LA JRC will perform the updating and end-user (FSC} support through a long-distance technical assistance, according to the response time set in the $LA Eventually, for certain updates, and upon agreement between Frontex and the JRC, the updating services can be performed at Frontex premises, if this option Is considered to be more effective. Frontex does not incur in any additional payment for this displacement (it is considered as part of the instalment set in the SLA . End user assistance to build categories, update links and remove broken links in the FMM; End user assistance to edit newsletter via the Newsdesk and solve problems occurring as a result of the system's malfunctioning. - Regular updating of the FMM and the Newsdesk, based on items agreed between FSC and JRC throughout the period covered by the SLA, or proposed by the JRC as part of its continuous research to enhance the features of the Europe Media Monitor. Euro e Media Monitor JRC has, within the Institute for the Protection and Security of the Citizen, the skilled staff to perform end-user assistance and updating. The Open Sources team (OPTIMA) is lead by Text removed - justification 3 , th e person in charge of managing operations within the team, in order to rovide the service a reed with Frontex. Text removed - ·ustification 1 JRC The FMM and the Newsdesk are expected to be working continuously (on a 24 hour basis) and properly maintained according to the specifications laid out in the Service Level Agreement with the JRC for the period 04/2012-04/2013. Besides the IT normal functioning of both tools, it is required that the internal components of the system are working properly according to the following quality criteria: - Categories built are providing hits according to the alerts set; - Alert editor is functioning properly and allows end-users (FSC) to edit pre-established alerts; FMM la -out is stable, accordin to the develo ment that took 23 April 2012 3

place in 201 0; Newsletter publishing via the Newsdesk as well as in the main page of the Frontex Media Monitor is performed without problems or delays during the mornings of weekdays; Distribution lists in the Newsdesk work properly and the newsletter is received by all subscribers (except when the product isn't delivered due to problems or definitions of the subscribers' account) The quality criteria are assessed based on two factors: quality of JRC intervention in troubleshooting and response time required (according to the deadline set in the SLA). The final report to be written by FSC in April 2013 will provide an overview of the quality of work performed, assessing the extension of the maintenance and updating services for the subsequent period. For other issues related to the non-compliance of the quality criteria, the legal steps set in the SLA apply. Quality Tolerance: Quality Method: Required Quality Checking Skills: Quality Reviewer s : Quality Review Resource Estimate: Quality criteria are considered acceptable when all features described in the previous chapter are met and all problem solving and technical assistance works are erformed accordin to the convened deadline. Quality is to be assessed by the FSC FMM Project Manager and by the Media Monitoring Support Officer, through daily use, testing and supervision of both tools' performance. Quality checking for updating and end-user assistance services is to be performed by the Media Monitoring team at FSC, as end-users are skilled staff members in Open Sources applications and su ortin a lications. (FSC) Product Manager Text removed - justification 1 Project Manager- part-time (10%)

I t11••11,·.i11 \c:, r ,, ,.,, lh..: \·1.111.1!.!t:fll<:lll 111 Opc·1.1lr1111.1I ( '"'l'c'ldlI<•ll .ii !h, I \LI11.tl l\,<J,lcr, ,,: Iii, \1 11,h,·• ',1.11,·, <>I 11lc l·u1t>pe,1n I n1,,n rRONTFX Frontex Media Monitor ICT Product Description Frontex Media Monitor/Newsdesk Version 1.2 .· ·:\/·.. r]

Project Name: Date: Author: Frontex Media Monitor Release: 18/04/2012 O ner: Text removed - justification 1 Client: Text removed - justification 1 Draft Document Number: Note: This document is only valid on the day it was printed Revision History Revision Date Previous Revision Date Date of next revision: Summary of Changes Changes Marked Approvals This document requires the following approvals. A signed copy should be placed in the project files. Name Signature Title Date of Issue Version Distribution This document has been distributed to: Name Title Date of Issue Version

Identifier: EEE
Product Title: Maintenance of Frontex Media Monitor and NewsDesk application.

The Frontex Media Monitor is a web monitoring tool that retrieves

media articles based on pre-customized categories and alerts. The
Format:

 
    

Newsdesk is the interconnected tool which allows users to edit and
BuBIEN newsletters. Both tools were installed and are running at the
rontex server under an SLA with the JRC, signed in 2010.

The purpose_of this Product Description _is to requlate the content
and qualıty_criteria_for_the maintenance an up and of_bot
Br ucts, to_be pertorme y_the throughout_the_perio

-04 ‚under a genera .

      
    
       

JRC will perform the third line support through a long-distance
technical assistance, ACCBTENG to the response time set in the

ventually, for certain updates, and upon agreement between
Frontex and the JRC, the updating services can be performed at
Frontex premises or remotely, if those options are considered to be
more effective. Frontex does not incur in any additional payment for
ale displacement (it is considered as part of the instalment set in the

     
        
  
  

 
  

Composition: Providing assistance for problems with specific symptoms
encountered while using Frontex Media Monitor or Newsdesk,
where there is a reasonable expectation that the problems are

caused by Frontex Media Monitor or Newsdesk.

- Providing assistance in restoring services related to Frontex
Media Monitor or Newsdesk after unexpected systems or
applications downtime;

- Create and test together with the Frontex ICT Unit, Disaster
Recovery Plans for Frontex Media Monitor.

- Conduct training for the Frontex ICT Unit in Frontex premises
Bavaling information related to maintenance of Frontex Media
onitor

External
Dependencies:
Derivation: Europe Media Monitor

Development
Resource
Estimate:

Development Skills
Required:

 
   
       
       
     
   
      
 

 

    

JRC has, within the Institute for the Protection and Security of the
Citizen, the skilled staff to perform third line support to Frontex ICT.
The Open Sources team (OPTIMA) is lead byrextremoved - justificationa the
person in charge of managing operations within the team, in order to
provide the service agreed with Frontex.
Text removed - justification 3(JRC)
The FMM and the Newsdesk servers are expected to be working
continuously (on a 24 hour basis) and properly maintained according
to the specifications laid out in the Service Level Agreement with the
JRC for the period 04/2012-04/2013.

Besides the IT normal functioning of both tools, it is required that the
delivered services meet following quality criteria:

 
   
 
     
   

      
 
 

Allocated To:
Quality Criteria:

 
   
 
  

 

 
     
 
    
  

- The response time for the reported problems is delivered as
defined in SLA (Article 3);

 

ct_Product_Description Final_23042012 23 April 2012

- - Quality Tolerance Quality Method: Required Quality Checkin Skills: Quality Reviewer s: Quality Review Resource Estimate: /) Training provided to the Frontex ICT Unit fully describes maintenance tasks required for Frontex Media Monitor. The disaster recovery tests executed according to disaster recovery plan were successfully accomplished. Quality criteria are considered acceptable when all features described in the previous chapter are met and all problem solving and technical assistance works are erformed accordin to the convened deadline. Quality is to be assessed by the ICT FMM Project Manager, through dail use, testin and su ervision of both s stems' erformance. Project Manager - Text removed - justification 1 Project Manager - part-time (0,5%)