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ICS Compute

Apache Airflow
Managed Service

24x7 Operational Support for OCBC Jakarta

Remote 24x7 Support Bi-weekly Onsite Review
Explore Service Details
Commercial Schedule

Service Components

Complete managed service package covering operations, monitoring, security, training and governance

1

24x7 Remote Support

Ticketing, incident resolution, Airflow/ETL DAG troubleshooting, error-log analysis, RCA and escalation

2

Quarterly Health Check

Preventive health check and management report - 4 cycles annually

3

Monitoring Advisory

Assessment for existing Prometheus, Grafana, Elasticsearch stack

4

Performance and Capacity

Tuning and capacity-planning advisory - annual allowance

5

HA/Failover Advisory

Backup/restore and operational-readiness review

6

Security and Patch Support

Version, dependency, patch and critical-CVE support

7

RBAC/SSO Troubleshooting

Existing Airflow RBAC and Active Directory/SSO config support

8

Training Programs

3 programs, 2 days each = 6 delivery days, 12 man-days total

9

CMBC Governance

BIA, continuity testing, evidence/reporting, corrective-action tracking

10

Bi-weekly Onsite Review

OCBC Jakarta, max 2 hours per visit - included in fee

Service Delivery

Delivery Model

Support Mode
24x7
Onsite Review
2x/mo

Included Operational Requirements

  • 24x7 remote ticketing, incident triage, investigation and resolution
  • Airflow-scope bug-fix assistance with escalation and RCA
  • Quarterly health check and management report
  • Performance tuning and capacity-planning advisory
  • Assessment of existing monitoring stack
  • HA/failover and backup/restore readiness review
  • Critical-vulnerability assessment and patch support
  • Active Directory/SSO and RBAC operational support
  • Three post-installation remote training programs
  • CMBC plan maintenance and annual attestation
Business Continuity

CMBC Framework

Continuity of Managed Service during disruption - aligned to banking operational-resilience practices

01

CMBC Plan and Governance

Document owner, annual review, change-control record

02

Business Impact Analysis

Critical activities, dependencies, minimum staffing, disruption scenarios

03

Crisis Management

24x7 escalation tree, alternate personnel, secure remote access

04

Continuity Procedures

Loss of engineer, site unavailability, connectivity failure, cyber event

05

Exercise Calendar

Quarterly contact-tree validation, semi-annual tests, annual simulation

06

Incident Reporting

Timeline, decisions, recovery performance, lessons learned

07

Quarterly Status Summary

Readiness, test results, overdue actions, material changes

08

Annual Attestation

Evidence pack for OCBC review, confidentiality controls

Service Scope

Managed Service Coverage

Incident Management

Ticketing, incident investigation/resolution, problematic ETL/DAG troubleshooting, Airflow error logs, bug diagnosis/fix, RCA and escalation

Corrective Action

Technical change request prep, implementation steps, impact/risk assessment, test evidence, rollback plan, execution under OCBC change controls

Health and Performance

Quarterly health check, performance tuning, capacity-planning advisory, monitoring assessment (Prometheus, Grafana, Elasticsearch)

Security and Access

Version/dependency review, critical-CVE patch support, AD/SSO authentication, RBAC role mapping, access-review support

DAG and ETL Support Boundary

Included

  • DAG parsing/import diagnostics
  • Scheduling, retry/failure behavior
  • Task execution troubleshooting
  • Airflow connection/operator config
  • Error log analysis within contracted topology

Excluded

  • New DAG/ETL pipeline development
  • Data transformation/mapping logic
  • Source/target database administration
  • Business logic development
  • Custom application/integration code
Training

Post-Installation Training

Three remote programs delivered by lead trainer, customized to existing Airflow environment

Airflow Administration

2
Days
3.5
Man-Days
  • Platform administration
  • Configuration management
  • Operational procedures

Architecture Design

2
Days
4
Man-Days
  • Knowledge transfer
  • Design principles
  • Existing architecture review

Troubleshooting Workshop

2
Days
4
Man-Days
  • Hands-on labs
  • Common issue diagnosis
  • Root cause analysis

Total Training Allocation

Includes preparation, customization, delivery, and documentation

6
Delivery Days
12
Man-Days Total
Service Levels

Incident Response SLA

Severity Description Response Time
Severity 1 - Critical Complete loss of in-scope production Airflow service or severe degradation causing critical business impact requiring immediate action 30 min
Severity 2 - Major Significant production impact or major degradation affecting many users or critical processes, without complete service loss 1 hour
Severity 3 - Moderate Partial degradation affecting a limited user group or non-critical business process; production service remains partially available 2 hours

Service Coverage

Existing on-premises Apache Airflow platform and directly supporting components within the contracted topology. Excludes infrastructure and third-party systems outside the managed-service scope.

SLA Exclusions

Measurement excludes delays from missing access/information/approvals, customer or third-party dependencies, planned maintenance, security restrictions, and force-majeure events.

Exclusions

Explicit Exclusions

Implementation Projects

  • New Airflow installation
  • Kubernetes/OpenShift/VM provisioning
  • Initial monitoring-stack implementation
  • AD/SSO/RBAC implementation
  • HA/DR implementation
  • Backup-tool implementation

Development Work

  • New DAG/ETL pipeline development
  • Data transformation/mapping
  • Business-logic development
  • Custom application remediation
  • Major custom engineering
  • Airflow 2-to-3 migration project

Infrastructure and Third-Party

  • Licenses, cloud/infrastructure costs
  • Data centre, server/VM platform
  • Network, firewall, load balancer
  • Storage, database, backup platform
  • AD administration
  • Third-party products outside topology
Assumptions

Commercial and Delivery Assumptions

1

Remote 24x7 Operation

Bi-weekly onsite at OCBC Jakarta (2 hrs max) included

2

Response is not Resolution

Restoration targets subject to final contract

3

Critical Vulnerability Process

Assessment, patch/hotfix engineering, non-prod testing

4

OCBC Responsibilities

Access, logs, test environment, approvals, contacts

5

Non-Production Excluded

Unless expressly added to contracted scope

6

OCP/K8s/VM Support

Airflow-layer troubleshooting only

7

Custom Images

OCBC responsible for base image, certs, packages

8

Conjur Integration

Airflow-side review only; new implementation excluded

9

Backup/Failover Support

Airflow-side assessment; infra provider handles platform

10

CAB Control

All changes subject to OCBC internal CAB approval

Summary

Complete Airflow
Managed Service Solution

24x7
Remote Support
30m
Critical Response
12
Training Man-Days
Incident Management Quarterly Health Checks Performance Advisory Security and CVE Support CMBC Governance Training Programs Bi-weekly Onsite

Operational Excellence for Apache Airflow