Doc10_1-1527314_34430TA.pdf
Dieses Dokument ist Teil der Anfrage „Frontex Media Monitor“
Document 10.1 .Ref. Ares(2020)1527314-12/03/2020 :z=: FRONTEX Annex I FRONTEX MEDIA MONITOR and NEWSDESK SLA details. Version 0.3 Frontex European 8ord1tr and Coast Guard Agency Warsaw, 27-11-2017 Proj. No
Project Name: Frontex Media Monitor - NewsDesk Date: 2017.11.27 0.3 F:Y81 41701 Text Removed- Justification 1 Owner: Text Removed- Justification 1/ Text Client: Removed- Justification 1/ Text Document Number; Removed- Justification 1 Revision History From To version Description of change Change made version Dr 2017.11.24 0.1 Document created Text Removed- Justification 1 2017.11.27 041 0.2 Document modified Text Removed- Justification 1 2017.11.27 02 0.3 Document modified Text Removed- Justification 1 2017.11.30 0.2 0.3 Document modified Text Removed- Justification 1 Referenced Documents Elta Ks PR Author it 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 rd Date of Issue Version mm SLA Version: 0.3 Date: 20 December 2017
Document Title: Annex | - Frontex Media Monitor and NewsDesk Service Level
Agreement SL)
Scope: This Service Level Agreement (SLA) refers to the Contract No.:
JRC/Frontex/1251 7/2017. It is an agreement between the service customer, Frontex,
and the service provider, Joint Research Centre (JRC).
It describes the expected availability, support, upgrade, incident resolution, service
request fulfilment, maintenance services related to FMM to be performed by the JRC
in 2018.
It also defines the roles of Frontex and JRC.
The FMM services shall be provided only to users authorised by the business owner.
Service Description: Frontex Media Monitor (FMM) is a web monitoring tool that retrieves media articles
based on pre-customized categories and alerts. FMM service allows the user to:
® Retrieve open sources information from world press 24 hours/day
peforming checks every 10 min;
' Cluster automatically articles into customised keyword-based news
categories;
* Detect and track top stories through time in several languages;
. Provide and automatically display additional information such as
associated entities, quotes and other metadata of the articles; subscribe
to news categories to receive customised and regular news report directly
into his mailbox.
NewsDesk fs a tool interconnected to FMM that provides the user with the following
functionalitfes:
» Edit and publish newsletters(Workspace panel);
" Edit and manage customised news categories and alerts (Category editor
External Dependencies:
Derivation:
EI S7Te HET) The FMM service is expected to be working continuously on a 24 hour basis and properly
Expectations: maintained according to the specifications laid out in the currently concluded Contract
with the JRC.
e Customised news categories are updated, and provide hits according to the
alerts set;
» Top Stories modules are updated, and provide hits according to the alerts set;
e _FMM updates will be scheduled and performed {n parallel to the EMM updates
as agreed in the concluded Contract;
oe Deliverables items will be provided as agreed in the concluded Contract, or as
proposed by the JRC as part of its continuous research to enhance the features
of the Europe Media Monitor;
e End user assistance is provided to build categories, update links and remove
broken links in the FMM.
The NewsDesk service is expected to be working continuously on a 24 hour basis and
properly maintained according to the specifications laid out in the currently concluded
Contract with the JRC.
e 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 working days;
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e 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); e Category editor is functioning properly and allows end-users (Text Removed- Justification 2) to edit pre- established alerts; « NewsDesk updates will be scheduled and performed in parallel to the EMM updates as agreed in the concluded Contract; e Deliverables items will be provided as agreed in the concluded Contract, or as proposed by the JRC 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 solve problems occurring as a result of the system’s malfunctioning. Responsibilities: Frontex’ responsibilities: e _Retain ownership of the system data contained in FMM. e Host FMM system In Frontex infrastructure. oe Regularly backup. e Monitor server performance and application status. e Communicate issues to JRC in a timely fashion to the official EMM support email account. e Update of the operating system and other tools outside JRC’s responsibilities. e Support JRC problem resolution where environmental factors outside JRC’s control (operating system, network etc) may be involved. « Maintain and develop FMM built alerts, filters and active sources. e Maintain a disaster recovery and business continuity plan in collaboration with JIRC. « _Perform tests according to the disaster recovery and business continuity plan and ensure corrective actions, e Pay for services according to the contract JRC/Frontex/1251/2017, | i | I } m JRC’s responsibilities: e _Provide support services according to the resolution time agreed in this SLA. e Track incidents and service requests in a way accessible to the service customer. e _Perform deployments of new application releases. e Support Frontex in the definition and maintenance of a disaster recovery and business continuity plan. | e 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 system architecture, management and monitoring to allow Frontex to provide basic II line support. °e _Provide access to available documentation on the EMM system. e Periodically monitor application status. «e Bill Frontex according to the terms and conditions of the contract JRC/Frontex/1251 7/2017. PATE STeITeT Both FMM service and NewsDesk service are accessible 24/7. Service support is provided during Service Hours: regular JRC working days (Service days), Monday through Friday from 09:00 to 17:00 (CET). JRC will provide online support according to the objective set in this SLA. | Points of Contact: Business aspects: Business Owner: Text Removed- Justification 2__ . BEE "rum sLa Version: 0.3 Date: 20 December 2017
Service Customer: Text Removed- Justification 1, Text Removed- Justification 2
Technical aspects:
Frontex: Technical issue contact (IT problem solving, installation and system
performance): Text Removed- Justification 1
JRC: Text and Data Mining Unit, Text Removed- Justification 1 Text Removed- Justification 1
Text Removed- Justification 1
Problem reporting:
Send an email to Text Removed- Justification 2
„Open a ticket in JRC ticketing service: Text Removed- Justification2_———
Service Availability: 96.00% excluding agreed service interruptions.
The availability is measured in percentage of good functioning time in comparison
with the total elapsed time in the reporting period.
A service is considered to be unavailable, or down, when multiple users are unable to
access the service,
Resolution Time (RT): A resolution time refers to how long it takes from the time an issue Is logged until it is
fully resolved.
The typical resolution time for FMM is expected to be 1 business day.
SEN Time Between Frontex and the JRC will collaborate on measurements of system avallability including
Failures (MTBF): MTBF during the period covered by this SLA.
Supported Service 1. Support in building alerts and filters, updating sources and removing broken
KICK TE ER links in the FMM.
To request: send email to Text Removed- Justification 2
Expected fulfilment time: typically 1 business day.
SIEISALEENITHJoXe aa TIER The following are considered as Key Performance Indicators for FMM service covered
by the contract:
[1.} Percentage of requests handled within agreed timeframes related to the FMM
service.
[2.] Percentage of violation of the RT superior to 5% related to the FMM service,
The following are considered as Key Performance Indicators for NewsDesk service
covered by the contract:
1.) Percentage of requests handled within agreed timeframes related to the
NewsDesk service.
[2.) Percentage of violation of the RT superior to 5% related to the NewsDesk
Ssenice. _____ _ a _
SLA Duration: This Service Level Agreement enters Into force the same day as the Contract
JRC/Frontex/ 1251/2017.
Its duration is one year.
SLA Review: The SLA must be reviewed every four months.
The SLA Review Process will be a proportionate review of the service delivery against
this SLA. It will be conducted on the basis of JRC’s internal assurance information and
processes, and the user experience of Text Removed- Justification 2 FMM Project
Manager and the Media Monitoring Support Officer, through daily use, testing and
‚supervision of the tools’ performance.
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Contract no.: JRC/Frontex/1251/2017
Annex II - Deliverables
Deadline Title Description
30.03.2018 JRC to support needs in Frontex for Trend Impact
Analysis that transforms article counts into charts.
These charts will be visualised in MyNews as
follows:
For a given Category article counts over
time.
For a given Category article counts by
country.
For a given Category the top 10 article
counts of other categories mentioned.
For a given Category the article counts of
the top 10 sources.
Note: JRC will work with Frontex to customise
where possible the data that is displayed and how
it is displayed.
' Trend Impact
Analysis
The NewsDesk software shall be updated to:
Provide new templates to support the
desired format;
Provide the possibility of adding tweets to
newsletters based on twitter profiles, from
twitter feeds integrated into the
WorkSpace (Note that Frontex will need to
provide a corporate twitter API key for
this);
Provide a document upload interface to
allow ad hoc documents to be inserted into |
newsletters;
Metadata customisation allowing common
formatting in templates.
02.04.2018 Updated NewsDesk
software
D3 31.05.2018 JRC to support Frontex with the improvement of
the mobile app for FMM (i.e. further
customization, technical issues encountered, and
instructions for the end-users). |
mm
JRC to customize the tool following input from
Frontex. JRC to unify the LDAP with ADFS for both
Frontex internal and external News4Me, This single
solution will also be integrated into the mobile
apps. Frontex will need to provide JRC with a test |
environment.
FMM Applications
for mobile devices
01.06.2018 News4Me
D5 20.11.2018 30.03.2018 29.06.2018 28.09.2018 07.12.2018 21.12.2018 21.12.2018 text removed, justfication 4 Reporting Media/Operations Dashboard POC! Training and Document Updates text removed, justfication 4 Quarterly Frontex-JRC videoconferences on the progress of software improvements and deployment, upon the agreement between the two parties, preceded by the delivery of a written report on deliverables implementation progress clearly stating what was delivered, what is pending and what actions are expected from Frontex side to enable JRC to successfully complete the task. JRC will explore with Frontex the requirements to integrate information from different sources into a Dashboard and develop a dashboard application prototype. This work will be completed on a best effort basis?. The dashboard is composed of graphical elements called widgets that visualise information from FMM, NewsDesk and Operations. The portfolio of widgets could include: - Traditional Media Channels like Categories and Top Stories Media reports like published Newsletters from NewsDesk Operational Data like: uploaded Highlights with images, map with data from JORA, situation centre reports and navigator widgets to contextual dashboards. JRC to provide training on the NewsDesk and FMM/MyNews, and other new features, either at JRC or Frontex premises or in Brussels. JRC will support Frontex with training for MS at a dedicated workshop. Based on evolving needs of FMM and | when necessary, JRC will provide updates to documentation. ' Proof Of Concept is where JRC and Frontex will collaborate where possible on use cases, mock-ups and prototypes to prove the practicality/usefulness of an application ? Best effort basis means that JRC will not guarantee to complete this deliverable, but will work on it when ‚ possible but with the lowest priority compared to all other deliverables. %
JRC shall support Frontex on request with the
review and update of existing FMM categories and
with creation of new categories. JRC will also pilot
the possibility to share certain categories between
other stakeholders (Business Units) MS, DG’s etc,
21.12.2018
Updated and new
categories
EMM updates JRC shall, in agreement with Frontex, perform
installation, integration, customisation, and
support of new or improved EMM functionalities
which are developed during the course of regular
JRC research activities, including but not limited
to: support Notification System, plus any other
front end or back end systems updates.
