There are two licensing models for our Maximo as a Service (MaaS); MaaS and MaaS Bring Your Own License (BYOL). MaaS is our base service that removes the need for the customer to purchase IBM Maximo software, as the right-to-use Maximo is included in the monthly, per user service fee. MaaS BYOL is for customers who own Maximo licenses but want them hosted in our cloud. Both services are priced based on the IBM Maximo product license types (i.e. full, limited use, express, self service).
Cohesive utilizes multiple service providers to manage portions of the infrastructure and
provide public connectivity to the internet. Our dedicated firewalls are managed by a cyber
services and compliance provider specializing in applied security intelligence – BAE Systems. It is our experience that infrastructure components such as data center infrastructure, network and firewall security are better left to organizations specializing in those areas such as SoftLayer. Here is additional information on the locations:
Production Data Center and Infrastructure
IBM SoftLayer provides data centers and infrastructure for customer production instances out of the following locations:
Disaster Recovery / Non-Production Environments
Peak10 provides data center and colocation services for our non-production instances from Cincinnati, Ohio.
The differences are many, but these are the ones we think are most important:
Cohesive Solutions provides Maximo product support during implementation and for ongoing support after go-live. This will provide us with natural opportunities to guide you in the proper use of Maximo and ensure successful implementation of Maximo.
Our solution is provided over the internet, so it can be accessed from anywhere in the world via a supported web browser. Additional information on data center locations can be found here: http://www.softlayer.com/data-centers
Cohesive will be able to submit PMR’s on your behalf using your IBM support account information and authorization. Alternatively, with the BYOL option, you can always submit tickets directly to IBM as well.
The Cohesive team has proprietary processes for maintaining shared installations of Maximo, reducing the administrative overhead associated with hosting multiple customers on the same version of software. As such, we will maintain the product installation on a separate administrative server and patch or apply hotfixes to your Maximo instances as needed. This is included in your service.
We run on Windows servers by default. Linux servers are offered as a premium service.
You might think so, and in some cases that can be true; however, we have found that companies don’t always invest in the fastest infrastructure, so typically our cloud includes higher grade equipment and runs faster than an on-premise approach. When providing a solution from the cloud, one of the biggest factors can be network latency. To combat this, we have partnered with datacenter / infrastructure service providers (i.e. SoftLayer) who have the best internet connectivity available and the ability to modify paths across the internet if that is what it takes to solve a problem. We also use Solid State Hard drives for our production systems which provide the fastest I/O possible. Our hosted Maximo applications also tend to perform better because they run on current generation infrastructure as our service includes hardware refresh schedules to make sure our cloud solution meets or beats the performance of an on-premise application.
Operating system updates are applied monthly. Middleware software (database, Websphere, etc.) updates occur as patches are released and the need presents itself, but are scheduled for review on a quarterly basis.
Patching is generally scheduled between 10:00 PM – 05:00 AM Eastern Time. Other maintenance, requested by customers or related to the patching of Maximo, is scheduled with the customer in advance at a time that is agreeable to all parties.
Our team will provide outage notices via email to contacts identified on each customer account as a system owner or maintenance notification contact. Generally, patching notifications will be provided with at least 48 hours notification. Emergency maintenance activities may require us to act with less notification, but those situations are rare.
We can support any type of end point within our cloud, but some types of end points require specific configurations and may require a setup and/or ongoing support fee. Each of the following end point types will require an integration fee:
There are multiple layers of monitoring in place to help preemptively identify issues, as well as to ensure prompt response when they do arise. First, a detailed layer of monitoring runs within our cloud that maintains a watchful eye over all of the key components that make up the solution. Second, the customer application URL is monitored from a location outside of our cloud, watching to ensure the customer application is always available from the internet. Both of these monitoring systems are hooked into our paging system, alerting our technical team on a 24x7 basis for issues affecting a production instance.
Yes, this service includes the storage of up to 10GB of attached documents, with additional storage available as an add-on service. Our team will handle the configuration of attached documents as part of the setup of the Maximo instance. Attached documents are stored on a shared file server and backed up to our offsite backup vault as part of the backup/recovery processes for customer data.
Yes! While Cohesive does not encourage the use of custom Java code, we do have the knowledge and ability to support the hosting of Maximo-related java programs which fit your organization’s specific needs. Obviously, if the custom code interacts with external applications in any manner this would need to be addressed in a one-off manner.
We recommend the use of emaximo.com domain and SSL certificates, which are provided as part of the base service.
With system stability as a goal, end customers do not have access to log into the console of our servers. However, Cohesive, on your behalf, has access to necessary logs via a web browser, so server access Is not required for basic troubleshooting and log access.
Our fee is nominal and is intended to fund our efforts on the back end to configure and support any middleware or infrastructure layers. We also need to maintain documentation of the dependencies within our configuration management system.
Cohesive is available 24x7 for handling any urgent issues that are affecting all Maximo users in a production instance. Development instances are supported during normal business hours, which are 8-5 Monday- Friday Eastern time. Please read carefully the Cohesive Support document for details for contact methods and what is covered during normal business hours vs. after-hours.
Via the Cohesive FIRSTCall support process which supports web, email or telephone-based requests. See the Cohesive’s FIRSTCall support service for details.