Proven Processes

Claranet follows a simple but effective process through design and implementation of a Managed Application Hosting service. 

Statement of Works

The statement of works (SOW) defines the technical and operational design of a Managed Application Hosting service, and is signed off by the customer at time of order. This ensures that both Claranet and the Customer are completely clear and in agreement on how the solution will work.

Runbook

The Runbook is a live document initially created by Claranet during the implementation process but is constantly updated throughout the lifecycle of the Managed Application Hosting solution. The Runbook details exactly what actions Claranet engineers will follow in response to specific situations or instances concerning the customer’s application. Situations that aren’t covered by the Runbook will at first be dealt with using Claranet’s experience of similar applications, and then in consultation with the application developers. What is learnt is then entered in to the Runbook for future reference.

Operational Support Plan (OSP)

The Operational Support Plan (OSP) is a document that lists the operational contact points at Claranet, with the customer's team and any 3rd party application developers. It also details the escalation procedures agreed at implementation. Once the application is live, Claranet follows a strict but rapid change management process that ensures live code is not changed before being properly tested. Claranet’s change management process also ensures a roll-back procedure exists, where Claranet will 'roll-back' to a previous version of application code that is known to be reliable.

Accountability