I Document 8.1 • Ref.Ares(2020)2051425-15/04/2020 :::::: FRONTEX Wa,�w.17-112015 Proj. l'b Annex I FRONTEX MEDIA MONITOR and NEWSDESK Technical Annex Version 1.0 £urope■n Agency fr:,; the �ntgement of Op•ratlonal Cooperlltlon a tht fxternat eonle� rJ Moemt>� States of !he Europ&an Union It•• www.front••-•uropa.eu Plac Europejski 6, 00•8-44 Win.aw, Pol; T11I. •� 22 205 '95 00 Fax +4822 205 95 D1

Project Name: i Frontex Media Maonitar Newscesk

ter 2015.11.17 1.0
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un FA Technical Asınen 25
Verson: 10
Date: 30 November 2015

Document Title: Annex I - Frontex Media Monitor and Newsdesk Technical Annex Scope. This Technical Annex describes the expected availability, support, upgrade, incident resolution, service request fulfilment, maintenance services related to FMM to be performed by tre .RC i1 2016. It also defines the roles rJ Frontex and JRC. The FMM servfces shall be provided only Service Description: to users authorised by the business owner. frontex Media Monitor (FMM) ls a web monitoring too that retrieves media articles based oo pre-customized categories Md alerts. FMM service allows the user to: Retrieve open sources information from world press. 2◄ hours/day peforming checks every 10 min; Cluster automatically articles into customis.ed keyword-based news cate11ories; Detect and track top stories through time i1 several languages; Provide and automatically display additional Information suc h as associated entities, quotes and other metadata of the articles;Subscribe to news categories to receive customised and regular news report directly into hie; mailbox. Is a tool interconnected to FMM that provides the user with the following functionalities: • Edit and publis h newsletters(Workspace panel); Edit and manage cus.tomised ne.-.-s categories and alerts (Category e<litor anel}. External Dependencies: Media Monitor Derivation: Service Level Expectations: The FMM service � expected to re working continuously on a 24 hour basis and property maintained according to the specifications laid out ii the currently concluded SI.A with the JRC. • • , • • Customised news categories are updated, and provide hits according to the alerts set; Top Stories modules are updated, and provide hits according to tre alerts set; FMM updates wilt be scheduled and performed .-i parallel to the EMM updates as a�reed in the conclude<! SLA; Deliverables items will te provided as agreed ri the concluded SLA, or as proposed by the JRC as part of its continuous research to enhance the features of the Europe Media Monitor; End user assistance ii provided to build categories, update links and remove broken links In the FMM. The Newsdesk service 1s e)(pected to be working continuously on a 24 hour basis and properly maintained acco,dlng to the specifications laid out i1 the currently concluded SlA with the JRC. • Newsletter publishing via the Newsdesk as well as ti the main page a the Frontex Media Monitor is performed without problems or delays during the mornings of working days; • Distribution lists .., the Newsdesk work properly and the newsletter is received by all subscribers (except when the product isn't delivered due to prob!ems or definitions cl, the subscribers' account); �,CO',<,. cl1 �· "' �<!''\ ')' __/FMM Technical Amex '/ Version: 1. 0 Date: ll November 2015 J1

« Category editor & functioning property and allows end-users {FSC) to edit pre-
established aterts;

® Newsdesk updates wilt be scheduted and performed in parallel to the EMM
updates as agreed in the conctuded SA;

°« Deliverabtes items will be provided as agreed in the concluded SLA, or as
proposed by the „RC as part. of its continuous research to enhance the features |
of the Europe Media Monitor;

®e End user assistance to edit newsletter via the Newsdesk and salve problems
occurfing as a resuft of the system’s malfunctioning.

Frontex ’responsibi lities:

Responsibilities;

® Retain awnership of the system data contained in FMM.

e Host FMM systern in Frontex infrastructure.

e Regularly backup.

® Monitor server performance and application status.

® Communicate issues to „RC in a timety fashion through the JIRA database.

« Update of the operating system and other tools outside JRC’'s responsibilities.

®e Support RC problem resolution where environmental factors outside JRC's |
control {operating system, network etc) may be involved. !

« Maintain and develop FMM built aterts, filters and active sources. |

e Maintain a disaster recovery and business continuity plan in collaboration with
RC.

s» Perform tests according to the disaster recovery and business continuity plan
and ensure corrective actions.

. Pay for services according to the SLA

JRC’s responsibilities:

« Provide support services according to the resolution time agreed in this SLA

s» Track incidents and service requests in a JIRA database accessible to the
service customer.

« Perform deployments of new application releases.

e Support Frontex in the definition and maintenance af a disaster recovery and
business continuity plan.

« Provide support when Frontex performs tests according to the disaster
recovery and business continuity plan and ensure corrective actions.

e Share their knowledge with Frontex staff on the EMM system, including systern
architecture, management and monitoring to allow Frontex staff to provide
basic 4 line support.

» Provide access to available documentation on the EMM system.

s Periodicalty monitor application status.

« Bill Frontex according to the terms and conditions in the JA

 

RR Both FMM service and Newsdesk service are accessible 24/7.
Service Hours:

Service support is provided during Service Hours: regular JRC working days (Service
days}, Monday through Friday from 09:00 to 17:00 CET). JRC wilt provide online support
according to the objective set in this IA.

nis Business aspects:
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| Technicat aspects:

| Frontex: Technical issue contact {T problem solving, installation and system
| performance): Text removed- justification 1 |
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—— FH Technical Anner Ar5
Version: 1.0

Dste: # November 2015

team Problem reporting: • a • a [OPTIMA), Text Removed - Justification 1 I Open a tk:ket JI JK ticketing service: https: //suppcrt.e1Trn4u.eu/ jira/login.jsp Service Availabillly: 96.00X excluding agreed service interruptions. The availabi lity is measured in pe rcentage of good fL.11ctioning time in CO!ll)arison with tt-e total elapsed time JI tl"e reporting period. A service is considered to be unavailable, a down, when multiple u� are unable to Resolution Time (RT): A resolution time refffi to how long it takes frnm tl"e time � issue is logged u,til it is fully resolved. The typical resolution time for FMM ls expected to be 1 bus iness day. Mean Time Between Failures (MTBF): Frontex and tl"e .RC will collaborate on measurements ct system availability inclooing MTilF d.Jring the period covered t:,y, thls SlA. Supported Service Requests: 1. Support in building alerts end filters, updating sources tf'ld rl!mOving broken links JI the F,Y.M. To request: send email to Text removed justification 2 Expected fulfilment time: typically B 5ef'Vice hours Service Support KPls: The following are considered as Key Performance Indicators for FMM service covered t:,y, tl"e agreement: P€rcentage of requests handled within agreed t i meframes related to the FMM Percentage of violati on of tl"e RT superior to 5% related to the FMM service. following are considered as Key Performar.::e Indicator.; for Newsdesk service covered by the agreement: [1.] P€rcentage of req.;ests handled within agreed timeframes related to the Newsdesk service. P€rcentage of violation SLA Review: /4:',cl CCV,;:,,_ a the RT s�or to st related to tl"e Newsdesk The 51.A must be reviewed � fOlK months. The SlA Review Ffflcess wit be a proportionate review ct tt-e service delivery against this Sl.A. It will be conducted on the basis of JRC's internal assurance infonnatioo c11d processes, and the user experience a FSC FMM Project Manager tf'ld the Media Monitoring Si..pport Officer, through daily use, testing c11d supervision of the tools' - - ::---,.,.. -- /r:'j. 6._<: I. \�1t.. . '<i{\ .---... ·-------------------------------------- t �·•. __,,,/ fi-..w.. Techn!c.i.l Atw.a • jj vm1011: 1.0 {)j(f:JO � 2015 SI

SLA no.: JRC/Frontex/2015
Annex Il- Deliverables

Deadline Title Description
Di 31.03.2016 New indexes This 5 a new version of the search and indexing

system used by the EMM software including
NewsDesk and FMM, with a change of the
underlying technology from Lucene to Solr.

Following the initial deployment the new index
will be run nn parallel with the existing index for a
period of 3-6 months, after which it will replace
the existing index.

FMM News Analyser App allows through a
smartphone to see, explore and understand
current news reported by the online media.

The logo, colour scheme and categories to be

| displayed will be customized according to
Frontex’ requirements.

The Apps will be available for i05 and Android, &
tailored versions of the existing EMM Apps.
Deployment of this deliverable is dependent upon
agreement between JRC and Frontex on the

| security approach to take.

   

  
    
 
 
 
 
 
 
 
 
   
  

D2 30.06.2016 FMM Application

for smärt phones

 
  

 
   

The NewsDesk software will be updated to:

- Providing spellcheck when producing the
newsletter;

30.06.2016 Updated NewsDesk

software

    
   
 

- Changing the names of languages into English;
- Making the field with a link an obligatory one;
- Introducing a possibility to send out “Breaking
News” from the NewsDesk - this would be a new
newsletter, using a short template, to be sent.
from NewsDesk & the other newsletters.

    
   
   
   
  
  

  

  

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30.06.2015 | News4Me A customized version of the News4Me system,
using an agreed logo and colour scheme will be
deployed at Frontex.

RC will explore ways to enhance the EMM system
with some form of push natification of breaking
news to users, Such a5 pop-up windows or
TweetBack style notifications.

30.09.2016 Notification system

    

“ 30.06.2016

D7 Pe | 11.2016 Manuals

fe .
31.12.2016 Updated and new
categories

. 31.12.2016 EMM updates

Documentation of the current configuration of the
Terme ana Karen

Quarterly Frontex-JRC videoconferences on the
progress of software improvements and
deployment.

JRC will support Frontex on request with the
review and update of existing FMM categories and
with creation of new categüries.

JRC will, in agreement with Frontex, perform
installation, integration, customisation and
support af new or improved EMM functionalities
which are developed during the course of the
normal JRC. research activities.