Академический Документы
Профессиональный Документы
Культура Документы
Version 02
The SpryWare Standard Operating Procedures (SOP) document outlines the primary support
processes required for the operation of the company’s technical infrastructure. This includes the
offices located in Chicago & New York, the two data centers as well as support for the servers
located at customer sites.
This document will provide a framework for the continued documentation of operating procedures
as service offerings grow and the environment expands.
This document is broken down into multiple sections. These sections will document:
Site Locations and Contact Information
Service Level Agreement (SLA)
Process & Procedures
Hosted Data Center Model
Toolsets available for running the business
Communication & Training
SpryWare Market Information Server Solution Detail
Preferred Vendor List
This document does not include the Employee Handbook, SDK, etc. However, these documents can
be found on the SpryWare SharePoint site.
This Master document begins with a Table of Contents detailing the layout of the SpryWare
Standard Operating Procedures. Each subsequent topic is then covered in the sections that follow.
In some cases, the subject matter requires a lengthy write up; too much detail for this single Master
document. In other cases, the subject matter will be referenced frequently as part of day to day
operations. To address this, separate/stand alone documents are included as part of the overall SOP
documentation effort. In each case these stand alone documents are referenced in the master
document. Each stand alone document is titled using the following format:
SOP – Subject Matter Description v##
This document details all aspects associated with the support of SpryWare’s technical infrastructure
ranging from the company internal functions, like the telephone system and Microsoft Exchange, all
the way to the customer facing Market Information Server (MIS) and associated networking.
The document begins with a general overview of SpryWare highlighting information that can be
found in the About Us section of the SpryWare corporate website located at:
http://www.spryware.com
The next section documents the Service Level Agreement (SLA). The SLA records a common
understanding about services, priorities, responsibilities, guarantees and warranties. Each area of
the service scope defines the level of service SpryWare is committed to achieving.
A detailed overview of the various toolsets SpryWare relies on follows. These toolsets include, but
are not limited to Exchange, SharePoint, CRM, Nagios-based Network & Event Monitoring and
SalesForce.
Also included as in-scope for this document are sections detailing Technical Infrastructure, Release
Management, Quality Assurance and Customer Support. Processes & Procedures are documented
along with a list of approved vendors.
Areas outside the scope of this document include the Employee Handbook, SDK, etc. However,
these documents can be found on the SpryWare SharePoint site located at:
http://spryware.hostpilot.com
As detailed in the About Us section of the company website, SpryWare provides standardized
market data via direct exchange feeds. SpryWare’s flagship product, The Market Information Server
(MIS), represents the latest and fastest in the low-latency, DMA marketplace. Working in a niche
field, the company is 100% focused on delivering market data, faster.
4.1 LOCATIONS
SpryWare operates out of two locations situated in the heart of the Chicago and New York financial
districts. The corporate headquarters are located at the Chicago location. The office addresses are
listed below:
Chicago New York
One North LaSalle Street One Liberty Plaza
Suite 4300 23rd Floor
Chicago, IL 60602 New York, NY 10006
4.2 TELEPHONE
Corporate HQ Chicago IL: (312) 922-7779
Chicago Fax: (312) 922-5158
New York Office: (212) 201-5515
4.3 EMAIL
Customer Support: Support@SpryWare.com
Sales: Sales@SpryWare.com
Business
Directors
Operations Manager
Daniel May & Mike Kreutzjans
Agata Lipinski
4.6 PRODUCTS
4.6.1 The Direct Market Server (DMS)
The SpryWare Direct Market Server (DMS) ™ is a fully managed ticker plant designed to deliver
direct market data with virtually no latency. The DMS™ connects directly to exchange feeds while
normalizing and distributing the data to clients in under 100 microseconds. To achieve this high
throughput, we focus on multithreaded application development making full use of the processing
capacity of modern server class machines.
Low latency market data delivery is the primary goal of the DMS™ but we also include many value
added features. Below is an overview of configurable features included in our MIS ticker plant
technology.
Time Series Database – Can be configured to set time intervals for historic data. Includes
the ability to pick select only data of interest.
Tick Database – By default the MIS stores every trade and quote, but the MIS can be
configured to store any tick database to fit your needs.
Historical Data – Includes 15 years of Equity historical data
5.1 SCOPE
This Service Level Agreement (SLA) applies only to Customer’s service performance directly relating
to SpryWare’s Service. The scope of this SLA does not include, under any circumstances, any server
on the Internet, customer premise equipment (“CPE”) or local access service. The interpretation of
this SLA is, at all times, intended to be subject to and consistent with the Spryware Master Licensing
and Service Agreement (“Master Agreement”).
5.3 EXCLUSIONS
The scope of this SLA covers only those events isolated to the areas specified in the Scope section
above. SLA does not apply to scheduled or Customer-requested service interruptions. Outages will
only be measured only in accordance with the sections below. Under no circumstances will any
tests (for example PING tests) performed by Customer, its vendors or partners be recognized by
Spryware as a valid measurable criterion of violation length, quality or type for the purposes of
establishing a service credit hereunder. Failure of Customer to inform Spryware of changes to
Customer’s technical contacts lists may result in the denial of credits under this SLA. The SLA
objectives contained herein apply only to SpryWare’s Customers; they do not apply to customers of
Customer. Under no circumstances will credits be given for outages involving: (a) trouble tickets
associated with new installations (b) trouble tickets erroneously opened by Customer; (c) a circuit
release required by Customer for testing; (d) trouble tickets opened by Customer for service
monitoring purposes only; or (e) trouble tickets related to Customer maintenance, configurations,
negligence, accidents or omissions.; or (f) events beyond SpryWare’s reasonable control, including,
but not limited by, the transmission failure of exchanges and third party information providers.
5.6 APPLICABILITY
a. If Customer experiences four (4) qualifying violations of the same metric as defined in this
SLA on the same service, Customer shall have the right to terminate the affected service in
lieu of service credits for the fourth or final such qualifying event or any other remedy
agreed to by the Parties which is offered for such events and without liability or obligation
except for unpaid Fees and costs relating to the Services rendered through the date of such
termination and all third party termination, disconnection and cancellation fees relating to
such termination, including, but not limited to, CPE gear or Local Telephone/Access
Company's local access charges, provided Customer has notified Spryware of its intent to
terminate in writing within 30 days after the last such outage.
b. Eligibility for any credits is subject to Customer’s account being held current and having no
outstanding balance due. Customer’s total credit in any contract year shall not exceed 60
days fees for the covered service type. Residual credits may not be carried over to
subsequent years.
c. Customer must have contracted for the specific service covered under each provision to
qualify for any credits against those provisions.
d. EACH CREDIT OR TERMINATION RIGHT SHALL BE THE CUSTOMER’S SOLE AND EXCLUSIVE
REMEDY FOR THE CORRESPONDING SERVICE OUTAGE AND SPRYWARE’S FAILURE TO MEET
THE SERVICE OBJECTIVES. ANY DISPUTES ARISING OUT OF OR RELATING TO THIS SLA MUST
BE BROUGHT WITHIN SIX MONTHS OF THE OCCURRENCE OF ANY SUCH DISPUTE.
e. This SLA applies to new Customers who use the Services in accordance with Spryware’s
policies on or after 6-1-2005. This SLA will be applied to all qualifying incidents occurring on
or after 6-1-2005. Spryware reserves the right to change or modify this SLA and will post
such changes or modifications to a web site designated by Spryware and made available to
Customer, provided that any such change or modification shall not adversely affect
Customer’s then-current SLA.
6.1 OVERVIEW
At SpryWare we understand the urgency and importance of real-time market data. From initial
implementation to the actual use of our technology, you will work closely with our own full-time
professionals who have many years of market data experience and are experts on all of the
SpryWare market data solutions.
Support is divided into the following three functional areas:
Network & Hardware
Database Management
Development and Functionality
6.6.1 Definitions
Response Time: The amount of time SpryWare has to provide the first update to the client
after being notified of a problem.
Contact Method: The method of communication to report and monitor a problem until
resolution.
SpryWare relies on a number of tools for day to day productivity. This section provides an overview
of each of these tools. In cases where lengthy documentation is required to detail a specific tool a
brief overview will be provided and more through documentation will be provided in a separate
attachement as noted in that overview.
Toolsets described in this section include:
Active Directory
SaaS Provider Intermedia
o Email – Exchange/Outlook
o SharePoint
o CRM
Salesforce
CVS
Nagios
BGInfo
MISVerify
VPN
4. Confirm that the SharePoint URL is listed in the Add this website to the zone: field and
clieck <Add>
5. Click <Close>
6. On the Security tab page, press the Custom level button
7. Scroll down to User Authentication and select Automatic login with current username and
password
Not that these procedures will have to be performed on any computer that is used to gain access to
the SharePoint site; typically a work and home PC.
8.2.3.3 Home
8.2.3.4 Essex Radez
8.2.3.5 ConvergEx
8.2.3.6 QA
8.2.3.7 Announcements
8.2.3.8 Links
8.2.3.9 Shared Documents
8.2.3.10 Calendar
8.2.3.11 Server Detail
8.2.3.12 Lists
8.3 SALESFORCE
8.3.1 Overview
8.3.1.1 Home
8.3.1.2 Leads
8.3.1.3 Accounts
8.3.1.4 Contacts
8.3.1.5 Opportunities
8.3.1.6 Reports
SOP - Master Page 29
8.3.1.7 Dashboards
8.3.1.8 Documents
8.3.1.9 SpryWare Products
8.4 CVS
8.4.1 Overview
8.4.2 Process & Procedures
8.4.2.1 Procedure #1
8.4.2.2 Procedure #2
8.4.2.3 Procedure #3
8.5 NAGIOS
Nagios is a monitoring application for both systems and networks that monitors and reports on:
Hosts – computers, switches, and printers
Services – network resources, host resources (CPU load, Memory Usage, etcetera
The entire SOP for Nagios can be found the attachment entitled “SOP – Nagios Manualv ##”.
Monitored elements are evaluated and assigned one of three values:
OK – Element is within standard working parameters
WARNING – Element nearing the border of acceptable parameters
CRITICAL – Element is Non-Responsive, Not Reachable, Not Executing, or Not within
established acceptable parameters.
Notification is performed in numerous methods:
Email
Web Display
Text Message (requires plugin, additional cost)
Audio Alerts
Phone Calls(requires plugin, additional cost)
Email and Web display are currently configured on the system
Core Tables
o Directory
o Events
o Session
o SIPStats
o Authentication
Specified tables that can include:
If MISVerify identifies an error condition, an email will be generated and sent to the Operations
Distribution list with the Subject line reading: MISVerify Errors. This email will include detail on the
error condition(s). This email should be reviewed by Operations in the morning and corrective
action taken to address any reported errors. A MISVerify Errors email will not be sent out if no
errors are detected.
The MISVerify utility and associated files reside on the adm1 Server at Equinix in the directory
c:\MisVerify. In order to add or remove a server from polling, edit the verifyall.cmd file and make
the appropriate changes.
8.8 VPN
SpryWare provides a number of ways for team members to access SpryWare resources remotely
through VPN connectivity. Establish a VPN connection is frequently the first step to being able to
access remote client servers from outside the SpryWare office.
Refer to the document SOP – VPN Guide v## for further information on the setup and use of
SpryWare VPN resources.
8.9 BUGZILLA
Bugzilla is a Web-based general-purpose bug tracker and testing tool used by the SpryWare
Development and Q/A teams. Refer to the document SOP – Bugzilla v## for further information on
the setup and use of this tool.
9.1 OVERVIEW
High level stuff. Probably just grab material from Marketing. Talk about the various types of
servers, back end, proxy and eventually MIG.
Command Description
<MisConfig> Every MIS.XML must start and end with this.
<Directory> Section for basic client server settings.
<Remote>[True/False]</Remote> This setting should always be set to the default of True.
<Login>Jsmith</Login> Login
<Password>Password</Password> Password
<Domain>Spryware</Domain> Domain
Data directory field only required to redirect the location of the temporary
<DataDirectory>C:\Users\Jsmith\Data</DataDirectory>
files. The default is the TEMP directory
</Directory>
<Client> Method of connection to the server.
<RemoteType>[Socket|LBM]</RemoteType> Default is Socket. LBM (Latency Busters Messaging) not yet supported.
</Client>
<Socket>
<TableSocket> host[:port]</TableSocket> Server name or IP and port no. Default port number is 80
<EnableDebugLogging>[Yes|No]</EnableDebugLogging> Enables logging. Yes=On, No=Off
Turns Nagle On/Off. NoDelay ON means Nagle is Disabled, NoDelay OFF
<NoDelay>[On|Off]</NoDelay>
meands Nagle is Enabled
<TCPWindowSize>1048576</TCPWindowSize> Specifically sets TCPWindowSize. The default is left to the O/S.
Controls Base Query timeout representing the number of seconds to wait
<BaseTimeout>30</BaseTimeout>
for a response from the server before reconnecting. Default is 2
</Socket>
<LogManager> Application required for logging
<LogDirectory>C:\Users\Jsmith\Logs</LogDirectory> Directory log files will be written to. Default is C:\SpryWare\Data
</LogManager>
<MisGiver>
Close MisGiver after application utilizing it is stopped. On=Close, Off=Don’t
<AutoClose>[On|Off]</AutoClose>
Close.
<Daemon>[Yes|No]</Daemon> Yes=Launch MisGiver as a Helper as required No=Don’t launch
Delay in seconds before MISGiver closes after corresponding application
<UnloadDelay>2</UnloadDelay>
closes. Default is 5
</MisGiver>
<BufferQueueSize>
<All>500</All> Number of messages. Default is 0 (Unlimited)
</BufferQueueSize>
<PricePlus> Settings specifically for PricePlus example program
<Size>10000</Size> Default table size for local cache. Default is 10000
<CalcBBOSize>[Yes|No]</CalcBBOSize> Control National BBO Calculation. Default is No
<GrowthSize>5000</GrowthSize> Grow Size increments in number of records
<MultiThreaded>[On|Off]</MultiThreaded> Run MultiThread. On=Run, Off=Don’t Run. Default is On
</PricePlus>
<MISRTDServer> Excel Real Time Data Section
<Debug>[On|Off]</Debug> Turn debugging on or off. Default is Off
<TableSocket>host[:port]</TableSocket> Line typically not included. Default to <Socket> section
</MISRTDServer>
</MisConfig> Every MIS.XML must end with this.
Command Description
<MisConfig> Every MIS.XML must start and end with this.
<Directory> Section for basic client server settings.
<Remote>[True/False]</Remote> This setting should always be set to the default of True.
<Login>Jsmith</Login> Login
<Password>Password</Password> Password
<Domain>Spryware</Domain> Domain
Data directory field only required to redirect the location of
<DataDirectory>C:\Users\Jsmith\Data</DataDirectory>
the temporary files. The default is the TEMP directory
</Directory>
<Client> Method of connection to the server.
Default is Socket. LBM (Latency Busters Messaging) not yet
<RemoteType>[Socket|LBM]</RemoteType>
supported.
</Client>
<Socket>
<TableSocket>mis50:80</TableSocket> Server name and port no. Default port number is 80
<TableSocket>mis51:80</TableSocket> Typically a second (or more) servers are included.
<EnableDebugLogging>true</EnableDebugLogging> Enables logging. Ture=On, False=Off
</Socket>
<MisGiver> Application required for logging
Close MisGiver after application utilizing it is stopped.
<AutoClose>Off</AutoClose>
On=Close, Off=Don’t Close.
Yes=Launch MisGiver as a Helper as required No=Don’t
<Daemon>yes</Daemon>
launch
<ConnectOnStartup>true</ConnectOnStartup> Connect to back end servers on statup.
<SharedInterest>Off</SharedInterest>
<InterestListSize>1000</InterestListSize>
<VerifyBBOInterest>Off</VerifyBBOInterest>
<ForwardOptionOnRoot>Off</ForwardOptionOnRoot>
</MisGiver>
<QuoteServer>
<DataDictionaryType>ZLIB</DataDictionaryType>
<StreamDictionaryType>FAST</StreamDictionaryType>
<MaxQueueCount>200000</MaxQueueCount>
<Priority>High</Priority>
<MaxPacketsPerBuffer>1000</MaxPacketsPerBuffer>
<RejectEntitlements>Off</RejectEntitlements>
</QuoteServer>
<LogManager>
<LogDirectory>c:\spryware\data</LogDirectory>
</LogManager>
Next, bring up the data file in Excel and remove all the data that you do not need. In example, we
will only be using the ‘close’ data, so we will remove everything else. Save this new file as
EquityPrice.csv. Finally, open that file in Notepad and then save it as EquityPrice.tbl.
In addition to the Market Information Server (MIS) described above, we have several different types
of other servers utilized in the various SpryWare hosted data centers. An overview of each of these
servers is provided in the following sections.
10.1 ADM
10.2 ESXI
Refer to the document entitled “Standard Operating Procedures – ESXi Overview” for more details.
10.3 NAS
10.4 DELL MD1000
11.1 OVERVIEW
The SpryWare MIS is capable of reading a wide variety of domestic and foreign market data feeds.
New feeds are being added or updated all the time. A listing of all currently supported market data
feeds is provided in a sub section shown below.
For all servers residing at one of SpryWare’s hosted data centers, market data is supplied through
SpryWare’s business partner, Essex Radex Company (ERCO). Incoming market data feeds are the
responsibility of the client for all servers that reside outside of one of SpryWare’s hosted data
centers, i.e., client site or non-SpryWare hosted data center.
An Exchange Feed distribution diagram outlining all market data feeds available at SpryWare’s
hosted data centers is available in the Operation section of the SpryWare SharePoint site.
The content and distribution mechanism associated with market data feeds is not static, updates
occur on a regular basis. This may include content changes, hours of operation changes, bandwidth
upgrades, network requirements and various other solutions designed to address expansion
requirements. As such, SpryWare continuously monitors market data change notices that come in
from a variety of sources. Each proposed change outlines the requirements and sets a schedule that
may include test periods and a cut over period. The transition of the new change into Production
may consist of a measured roll out or hot cut at a specific time and date. The handling of these
market data feed changes is detailed in this section.
12.1 OVERVIEW
SpryWare allows for flexibility in how The Market Information Server is installed and configured. It
starts with the market data. We can work with existing direct data feeds if a customer is already a
subscriber, or we can provide the data. The same goes for the actual data center location. As
outlined below, we can install in either the customer’s data center or set up a new server in one of
our locations. This section specific to spryware hosted data center…
For customers who are not interested in managing various data lines and networking in a data
center, SpryWare Hosted offers an ideal solution. Take advantage of existing infrastructure and
economies of scale and co-locate your SpryWare MIS Servers with SpryWare at either or both of our
data centers in New York and Chicago. We are located at the very source of the exchange feeds to
eliminate any latency produced by geography.
Each data center leads the industry for physical security, power availability, infrastructure flexibility
and customer support, exceeding the standards set by global Internet brands and leading
enterprises. Each data center is designed to support and protect mission-critical Internet
operations.
12.2 REDUNDANCY
SpryWare integrates redundancy in both the Hosted Data Center and Client premise equipment. All
Market Information Servers are built to a specifications that dictate multiple power supplies,
multiple Network Cards and hard disks.
Incoming Market Data feeds at the Hosted Data Centers are … two vlans multiple nics. This is also
encouraged for CPE devices.
In addition to these server and network specific redundancy options … configured for multiple front
end and back end servers…
12.4 SUPPORT
Qualified technicians are on-site 24 hours a day, 365 days a year at the Chicago Data Center to
perform routine and emergency maintenance/installation procedures. In New York, timely on-site
support is available during each market trading day from 8:00 AM CT to 5:00PM CT. After hours
6. A User Login window will appear. Enter the Login & PW as documented in the SpryWare tab
of the LetMeIn Spreadsheet found in the Operations folder on the SpryWare SharePoint site.
The Sentry Remote Power Manager window will appear.
RDP is the preferable way to access a server; it is much quicker then connecting remotely into the
KVM. Typically KVM access is only required when configuring a server’s BIOS, RDP is unavailable due
to a network configuration issue or perhaps if new drivers are being installed.
Currently three Dell Keyboard/Video/Mouse (KVM) Digital Switches are in place for access to all the
SpryWare servers housed at the Chicago Equinix data center. Every Chicago Equinix server can be
access via remote KVM by connecting to SpryWare Server ADM1 and accessing the Dell Remote
Console Switch Interface. These procedures are outlined below:
1. RDP into adm1.spryware.com
2. From ADM1 locate the Dell Remote Console Switch Software icon on the desktop and load it.
3. A window will appear. Click on the Serves tab at the top of the window to view all servers
available through the Chicago Equinix Dell KVMs. This window is shown below:
5. At the top of the screen click on the thumbtack icon to keep the menu in place. Click on the icon
that shows the number 1 and a mouse pointer in order to combine the two mouse pointers
shown. In order to separate the mouse pointers click on <F10>.
Note: Click on the Macros menu option to gain access to frequently used keystroke
combinations.
Prerequisites: When accessing the KVM from behind a firewall, the following ports must
be enabled: 80, 443, 2068 & 8192.
Java must be installed on the local computer. Without it the user can gain
access to the web page and login. However, a connection to the remote
computer cannot be made.
Follow the procedures outlined below to gain access to the KVM:
7. From a web browser proceed to:
https://198.140.45.161/
8. A Security Alert window may appear. Click <Yes> when asked “Do you want to proceed?”
9. A Web page may appear with the top line reading: There is a problem with the website’s
security certificate. Click on: Continue to this website (not recommended)
10. A User Login window will appear. Enter the Username and Password. (Contact Technical
Operations team for login credentials.) Click on Login.
11. An Avocent AutoView webpage will appear with a series of selections listed down the left hand
pane. Click on Target Devices. A window similar to the image shown below will appear.
14. A KVM session has now been established to the server. Note the following:
a. To issue a CTRL + ALT + DEL command click on Macros selection at the top of the
window and choose the Ctrl-Alt-Del command.
b. The mouse pointer may appear twice some distance apart from one another. One
mouse pointer represents the mouse on the local computer with the second
representing the remote computer. Click on the mouse pointer icon in the menu
at the top of the screen to join the two. In doing this the mouse can’t leave the session
window; i.e., can’t access the local computer. Additionally with the mouse pointer
joined together the menu at the top of the screen can’t be accessed. To separate these
hit the <F10> key.
15. To exit the session click on File -> Exit or click the icon in the top right hand corner of
the window.
13.1 OVERVIEW
Introduction of New Client Procedures
Introduction of Existing Client Change Management
Remote Access Procedures
Documentation – Server Detail, Visio, RCA
Status Meetings
Communications Plan
Monitoring – Internal & External
Proactive approach toward hardware & software & network
Account Manager – Describe various roles we play Demo/Technical Lead,
Onboarding/Implementation Manager, Salesperson/Account Manager Status reports for the
Director Meeting.
14.1 REPORTING
14.1.1 Build Lists
14.1.2 Release Notes
14.1.3 Defect/Bug Reports
14.1.4 Status Reports
15.1 OVERVIEW
15.2 SYSTEM MONITORING
15.2.1 Server Availability & Performance
15.2.2 Application Software
15.2.3 Website
Through discussion with the client and/or SpryWare Account Manager make sure the
requirements are fully understood.
Document the Change Request in a CRM Work Order. The work order should contain all
essential information required to complete the request.
15.5.3 Internal Changes
Internal changes relate to SpryWare’s internal infrastructure (Cloud, Demo, NOC, NAS, etc.), or
address changes to the client environment as identified by a SpryWare team member. Examples of
these types of changes include, Operating System Upgrade, SpryWare software upgrade, addition of
memory and network changes. The procedures for processing Internal Changes are similar to those
of Customer Requests:
Document the change in a CRM Work Order.
Cubicle
IT Credentials
o Domain Account
o Intermedia
o TriVenture
o IM
Computer
o Acquire Computer
o Network Connection
o MS Office
o VPN
o Software – May be installed by employee
Telephone
o Extension
o Voice Mail
o Update SharePoint
o Training
Office Supplies
Business Cards
Benefits Package & Payroll
Office Card
Equinix Access if necessary
SpryWare Orientation including Lunch