Backup and Recovery Plan Template by qxx16293

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									IT Service Catalog

Instructions
1. Save the IT Service Catalog under a new name before entering initial data
2. Review & complete all relevant sections in the template
3. Remove Service Groups that are not relevant; add additional Service Groups (if required)
4. Ensure service reference numbers are coded and accurate for use in IT agreements
5. Replace or remove all colored text from the final draft of this document
   - Replace or remove all text in blue (recommended required fields)
   - Replace or remove all text in green (examples only)
   - Remove all text in orange (instructional /informational)
6. Consult appropriate Service Provider(s) to document available and appropriate IT services
7. Reformat all final text to black
8. Remove this page before finalizing draft document
IT Service Catalog

Overview
Welcome to the ETS IT service catalog outlining 2006 IT service offerings. The following information explains the
technology products and services offered to IT customers and related service charges for FY06.

This IT Service Catalog documents the services provided to IT customers as part of the Service Level Management
(SLM) process and provides relevant details including service attributes and pricing. The catalog is an attempt to form
a basis for IT awareness of IT service provisioning with the objective of transitioning IT as a cost center to a value
added partner.

There have been no mandatory requirements relative to the attributes of this IT Service Catalog, including pricing.
Attributes such as pricing may be added after further maturity of the Service Level Management process.

 Version       Author      Date     Description
                                    The ETS IT Service Catalogue available for development of User Level
   V1.0       Hoffman      6-Jul    Agreements.
Service Ownership
# Service Category                 Service Owner(s)   Contact
1 Server Administration Services   ETS Mid-Tier       April Smith
2 Database Services                ETS Database       Rodney Mitchell
3 IT Client Services               ETS Mid-Tier       April Smith
4 Networking Services              ETS Network        John Monagle
5 Telecommunications Services      ETS SATS           Steve Eason
6 Utility Hosting                  ETS Operations     Dennis Hoffman
7 Data Center - Production
                                   ETS Operations     Dennis Hoffman
  Support
8 Data Center - Server/Database
                                   ETS Operations     Dennis Hoffman
  Hosting
x <template>                       <Service Owner>    <Contact Info>
… …                                …                  …
        Service Category: Server Administration Services
      Service Description: Service support and delivery of standard/approved servers and associated components /
                           devices.

Ref# Service               Contact        Service Definition             Base Level Services                            Services Not Included                       Service Availability   Service Charge(s)

1.1   Server Build         <Contact>      Server hardware and            - Initial hardware setup                       - Non-standard or undocumented devices      Normal business        (Negotiated
                                          software installation,         - Operating system installation                - Unregistered devices per CMDB entity      hours (9x5) M-F,       purchase cost for all
                                          configuration and pre-         - Server build / image install                 listing                                     8:00 a.m. - 5:00 pm,   hardware, software
                                          deployment testing for         - Standard software installation               - Servers and/or related components not     U.S. AK Time           and associated
                                          development, quality           - Environmental equipment installation         covered by an active Service Level or                              components (-see
                                          assurance and production       - Security and compliance review               Operating Level Agreement (SLA/OLA)                                Vendor server
                                          servers in the IT Data         - Server component configuration                                                                                  pricelist)
                                          Center.
1.2   Server Maintenance   <Contact>      Maintenance and support of     - Patch management (based on standard   - Non-standard or undocumented devices             24x7x365 for           To be negotiated
      and Support                         server(s) and server related   monthly Risk Analysis).                 - Unregistered devices per CMDB entity             registered IT
                                          component(s).                                                          listing
                                                                         - Operating system upgrades and revisions                                                  Customers and
                                                                         based on the IT policies.               - Servers and/or related components not            Configuration Items
                                                                         - Relevant component upgrades and/or    covered by an active Service Level                 (CIs)
                                                                         changes based on IT policies.           Agreement
                                                                                                                 - Non-standard server component installation
                                                                                                                 and/or configuration
1.3   Server Backup        <Contact>      Server Backup Management - Management of all server backup             - Off-site storage beyond five (5) fiscal years    Normal business        To be negotiated
      Management                          includes offsite media   hardware and software                         of data                                            hours (9x5) M-F,
                                          management including     - Daily server operating system / file system - Backup Management services for personal          8:00 a.m. - 5:00 pm,
                                          system administration    backups                                       computing systems                                  U.S. AK Time
                                          associated with backup                                                 - Database backup services
                                          storage software and
                                          associated devices.

1.4   Server Recovery      <Contact>      Server Recovery                - Management of all server restoration         - Recovery Management services for          24x7x365 for           To be negotiated
      Management                          Management includes            hardware and software                          personal computing systems / devices        registered IT
                                          offsite media management       - Server image and/or file system(s)           - Database recovery services                Customers and
                                          including system               restoration                                                                                Configuration Items
                                          administration associated                                                                                                 (CIs)
                                          with backup storage
                                          software and associated
                                          devices.

                                          Global backup and recovery
                                          process development,
                                          implementation and
                                          administration based on IT
                                          policies and baselines.

1.5   Server Performance   <Contact>      Performance Management         - Automated monitoring of server               - Non-standard or undocumented devices      Normal business        To be negotiated
      Management                          includes monitoring and        thresholds                                     - Unregistered devices (full CMDB listing   hours (9x5) M-F,
                                          notification of servers to     - Automated reporting of server anomalies      required)                                   8:00 a.m. - 5:00 pm,
                                          ensure continuous IT           - Automated Service Desk notification          - Devices not covered by an applicable      U.S. AK Time
                                          service.                                                                      Service Agreement
1.6   Server Vendor        <Contact>      Manage relationship with       - Central point of contact for                 - Vendors not covered under an active UC    Normal business        To be negotiated
      Management                          vendor(s) for server           company/vendor relationship management                                                     hours (9x5) M-F,
                                          products and related issues.   - Initiate / renew contracts and maintenance                                               8:00 a.m. - 5:00 pm,
                                                                         agreements                                                                                 U.S. AK Time
                                                                         - Manage license compliance
                                                                         - Create purchase orders and approve
                                                                         payment of invoices
                                                                         - Underpinning contract (UC) negotiation
                                                                         and facilitation
         Service Category: Database Services
       Service Description: Service support and delivery of database services for approved IT
                            applications.

Ref# Service                  Contact    Service Definition            Base Level Services                  Services Not Included            Service Availability    Service Charge(s)

2.1   Database Planning     <Contact> Advisory services for internal   - Assist with database designs       Database installation,           N/A                     Negotiated by
      and Advisory Services           planning related to logical      based on project requirements        configuration, maintenance,                              Business
                                      and physical database            - Assist project teams with Entity   support and/or performance                               Relationship
                                      design projects.                 Relationship Diagrams (ERD)          management services                                      Manager (BRM)
                                                                       - Assist development team(s)
                                                                       with database design and
                                                                       performance planning


2.2   Database Installation   <Contact> Database hardware and          - Installation of database disk      - Non-standard or unregistered   Normal business         Negotiated
      and Configuration                 software installation,         hardware                             databases                        hours (9x5) M-F, 8:00   purchase cost for
                                        configuration and data         - Installation of database server    - Non-standard or unregistered   a.m. - 5:00 pm, U.S.    disk storage,
                                        access testing for database    software                             hardware and/or software         AK Time                 associated
                                        instances serving approved     - Assist with data migration and     - Databases not covered by an                            hardware and
                                        IT applications.               integrity activities                 active Service Level or                                  distributed software
                                                                       - Integrate backup and recovery      Operating Level Agreement                                costs.
                                                                       processes into the business          (SLA/OLA)
                                                                       continuity plan
                                                                       - Consult with business on
                                                                       needs related to database
                                                                       technologies
                                                                       - Implement standard DR,
                                                                       backup and recovery services
2.3   Database                <Contact> Maintenance and support of - Patch and upgrade                      - Non-standard or unregistered   24x7x365 for            Negotiated by
      Maintenance and                   databases and related data management services                      databases                        registered IT           Business
      Support                           components.                - User account administration            - Non-standard or unregistered   Customers and           Relationship
                                                                   (database tier only)                     hardware and/or software         Configuration Items     Manager (BRM)
                                                                   - Change Management for                  - Databases not covered by an    (CIs)
                                                                   database related entities                active Service Level or
                                                                   - Second tier database support           Operating Level Agreement
                                                                   and incident remediation                 (SLA/OLA)

2.4   Database Backup and <Contact> Database Backup                    - Management of database             - Non-standard or unregistered   24x7x365 for            Negotiated by
      Recovery                      Management services                backup hardware and software         databases                        registered IT           Business
                                    include onsite/offsite storage     - Daily, weekly, monthly and         - Non-standard or unregistered   Customers and           Relationship
                                    of data and management of          annual data backup services          hardware and/or software         Configuration Items     Manager (BRM)
                                    media.                             - Partial/full data/database         - Databases not covered by an    (CIs)
                                                                       instance restoration                 active Service Level or
                                         Database Recovery includes                                         Operating Level Agreement
                                         data recovery of full or                                           (SLA/OLA)
                                         partial database instances
                                         serving IT applications.
        Service Category: Database Services
      Service Description: Service support and delivery of database services for approved IT
                           applications.

Ref# Service               Contact     Service Definition           Base Level Services              Services Not Included            Service Availability    Service Charge(s)

2.5   Database             <Contact> Performance Management         - Automated monitoring of        - Non-standard or unregistered   24x7x365 for            Negotiated by
      Performance                    includes monitoring and        database services and            databases                        registered IT           Business
      Management                     notification of the database   thresholds                       - Non-standard or unregistered   Customers and           Relationship
                                     environment to ensure          - Automated reporting of         hardware and/or software         Configuration Items     Manager (BRM)
                                     maximum availability and       database anomalies               - Databases not covered by an    (CIs)
                                     adequate capacity.             - Automated Service Desk         active Service Level or
                                                                    notification                     Operating Level Agreement
                                                                                                     (SLA/OLA)

2.6   Database Vendor      <Contact> Manage relationship with     - Central point of contact for     - Vendors not covered under      Normal business         Negotiated by
      Management                     vendor(s) for database       company/vendor                     an active UC                     hours (9x5) M-F, 8:00   Business
                                     products and related issues. communications                                                      a.m. - 5:00 pm, U.S.    Relationship
                                                                  - Initiate / renew contracts and                                    AK Time                 Manager (BRM)
                                                                  maintenance agreements
                                                                  - Manage license compliance
                                                                  - Create purchase orders and
                                                                  approve payment of invoices
                                                                  - Underpinning contract (UC)
                                                                  negotiation and facilitation
            Service Category: IT Client Services
          Service Description: IT Client Services products provides IT customers with technology services

Ref# Service                    Contact             Service Definition          Base Level Services                     Services Not Included       Service Availability     Service Charge(s)
3.1 Software Installation and   <Contact>           Installation and support    - Installation of standard software     - Non-standard software     Normal business hours    Negotiated by
     Support                                        of approved and             packages                                installation                (9x5) M-F, 8:00 a.m. -   Business Relationship
                                                    licensed software or        - Initial load of laptop or desktop     - Non-Windows software      5:00 pm, U.S. AK Time    Manager (BRM)
                                                    standard images for         personal computer disk image            installation
                                                    laptop and desktop          - User-specific configurations of       - Technology that should
                                                    Windows-based clients.      Windows computing environment           not be installed or
                                                                                - Initial delivery and physical setup   implemented
                                                                                of systems
                                                                                - Routine maintenance services
                                                                                including patches, fixes, virus
                                                                                updates, BIOS updates
3.2   Hardware Break/Fix        <Contact>           Third Tier                  - Remote support or desk side visit - Software troubleshooting      24x7x365 for registered Negotiated by
      Support                                       troubleshooting and         to assist with user issues          (handled by Tier One &          IT Customers and        Business Relationship
                                                    diagnosis of laptop and     - Underpinning contract (UC)        Two)                            Configuration Items     Manager (BRM)
                                                    desktop issues              negotiation and facilitation        - Non-standard hardware         (CIs)
                                                    associated with                                                 support
                                                    hardware devices /                                              - Technology that should
                                                    failures.                                                       not be installed or
                                                                                                                    implemented
3.3   Network Printer Support   <Contact>           Installation, setup and or - New printer installation (standard - Hardware maintenance          Normal business hours Negotiated by
                                                    troubleshooting of         devices only) and network activation including toner cartridge       (9x5) M-F, 8:00 a.m. - Business Relationship
                                                    network printers.                                               replacement, etc.               5:00 pm, U.S. AK Time Manager (BRM)

3.4   Security Remediation      <Contact>           Service related to          - Assistance / removal of security      - Remediation of security   24x7x365 for registered Negotiated by
                                                    registered security         threats (e.g. viruses, worms) and       issues on unregistered      IT Customers and        Business Relationship
                                                    threats / vulnerabilities   removal from the computing              assets                      Configuration Items     Manager (BRM)
                                                    (e.g. virus, worm           environment                                                         (CIs)
                                                    infection).                 - Coordination of activities with
                                                                                other service groups for the
                                                                                purposes of security remediation
                                                                                - Disconnecting infected machines
                                                                                from the network (if required)
                                                                                - Applying recommended fixes
                                                                                and/or patches (if required)
                                                                                - Rebuilding machines (if required)
               Service Category: Networking Services
             Service Description: Service support and delivery of standard/approved network devices and

Ref# Service                      Contact      Service Definition     Base Level Services                      Services Not Included    Service Availability      Service Charge(s)
4.1 LAN Administration            <Contact>    Local Area Network     - Network jack installation              - Redundant network      24x7x365 for registered   Negotiated by
                                               (LAN) design,          - Router installations & configuration   connections              IT Customers and          Business Relationship
                                               implementation,        - Customer issue analysis and            - Non-standard network   Configuration Items       Manager (BRM)
                                               support, daily         resolution                               devices                  (CIs)
                                               administration and     - Issue management and escalation to     - Third party network
                                               management.            external vendor(s)                       connections
                                                                      - Underpinning contract (UC)             - Wireless access /
                                                                      negotiation and facilitation             access points




4.2   WAN Administration          <Contact>    Wide Area Network      - Network backbone installation and      - Redundant network      24x7x365 for registered Negotiated by
                                               (WAN) design,          configuration management including:      connections              IT Customers and        Business Relationship
                                               implementation,             - Cabling                           - Non-standard network   Configuration Items     Manager (BRM)
                                               support, daily              - Switches                          devices                  (CIs)
                                               administration and          - Routers                           - Third party network
                                               management.            - Issue management and escalation to     connections
                                                                      external vendor(s)
                                                                      - Underpinning contract (UC)
                                                                      negotiation and facilitation
         Service Category: Telecommunications Services
       Service Description: Service support and delivery of standard/approved telecommunications
                            components and devices.

Ref# Service                Contact     Service Definition           Base Level Services                Services Not Included            Service Availability    Service Charge(s)

5.1   Telephone &           <Contact> Provision of standard     - Telephone installation,               - Employee usage reporting       24x7x365 for            Negotiated by
      Voicemail                       telephone services.       management and configuration            - Tracking and reporting on      registered IT           Business
                                                                - Telephone support                     usage                            Customers and           Relationship
                                                                - Voicemail services                    - Remote / calling card          Configuration Items     Manager (BRM)
                                                                - Analog phone setup                    services                         (CIs)
                                                                - Modem line setup
5.2   Cell Phone Services   <Contact> Procurement, setup and    - Management of cell phones             - Tracking and reporting on      Normal business         Negotiated by
                                      management of cell phones provided by contracted vendor           usage                            hours (9x5) M-F, 8:00   Business
                                      for authorized employees. - Procurement and distribution of       - International cell phone       a.m. - 5:00 pm, U.S.    Relationship
                                                                phone and accessories                   services                         AK Time                 Manager (BRM)
                                                                - Setup of monthly calling plans

5.3   Pager Services        <Contact> Procurement, setup and         - Management of pagers            - Tracking and reporting on       24x7x365 for            Negotiated by
                                      management of pagers for       provided by standard vendor       usage                             registered IT           Business
                                      authorized employees.          - Procurement and distribution of - International paging services   Customers and           Relationship
                                                                     pagers and accessories                                              Configuration Items     Manager (BRM)
                                                                     - Setup of monthly paging plans                                     (CIs)

5.4   Video Conferencing    <Contact> Video conferencing             - Video conferencing setup         - Travel and expense for         Normal business         Negotiated by
                                      installation, configuration,   - Site linkage and testing         remote site visits               hours (9x5) M-F, 8:00   Business
                                      and support.                   - Issue management and             - International conferencing     a.m. - 5:00 pm, U.S.    Relationship
                                                                     escalation to external vendor(s)   support                          AK Time                 Manager (BRM)
                                                                     - Underpinning contract (UC)       - Video bridging expenses
                                                                     negotiation and facilitation
        Service Category: ETS Server and Database Hosting
      Service Description: Service support and delivery of ETS computing services.

Service                    Contact        Service Definition        Base Level Services Services Not Included             Premium Services       Service Availability   Service Charge(s)
Backup and Recovery        <Contact Name> System Backup and         High-performance    Bare Metal Disaster             Must support disk        Normal business        Data Storage: MVS--
                                          Recovery services at      Database Backup and Recovery                        based disaster           hours (24X7X365) M-    Megabytes day=.0021;
                                          the ETS data center.      Recovery                                            recovery. In the event   F, 8:00 a.m. - 8:00    Tape Storage - per tape a
                                          Systems that have                                                             of a disaster, enable    am, U.S. AK Time       month=1.7501;Tape
                                          databases and files of                                                        quick and seamless                              storage/Daily=.0561
                                          data restored or                                                              recovery of the entire
                                          backed up.                                                                    environment, including
                                                                                                                        the OS, applications
                                                                                                                        and all user data
Mainframe Legacy Systems   <Contact Name> Mainframe system          (1) operations of       Unscheduled                 Specialized monitoring   Normal business        Batch-.1201/.0804 per
                                          hosting services at       legacy systems on a     backup/recovery; Business   and management           hours (24X7X365) M-    CPU CICS-.0246/.0165
                                          the Juneau data           mainframe computer; Continuity planning;            specific to the          F, 8:00 a.m. - 8:00    per CPU TSO
                                          center. Systems that      (2) managed                                         applications being       am, U.S. AK Time       .2239/.1500 per CPU:
                                          have been installed       commodity servers to                                hosted.
                                          and running on the        host distributed
                                          ETS managed               systems; and (3) power
                                          Z/Series mainframe.       and space for a
                                                                    customers to manage
                                                                    their own distributed
                                                                    servers in a data
                                                                    center facility; and 4)
                                                                    backup and recovery.
         Service Category: Utility Hosting Services
       Service Description: Service support and delivery of Homeland Secure Hosting of Mid-Range computing components and devices.

Service                     Contact           Service Definition       Base Level Services         Services Not Included            Premium Services         Service Availability       Service Charge(s)
Infrastructure Support
                            Dennis Hoffman    Provide Server-Rack      Provide infrastructure      Servers that the client will   Same as Base Level         Service is provided at     Price is included in server
                                              Infrastructure to        (firewalls, routers,        use outside of SSA             Services                   0.995 reliability          or co-location charges
                                              house and secure         switches, batteries,        facilities for client's own
                                              State of Alaska server   power, UPS,                 applications or support.
Server Infrastructure                         and                      monitoring), to enable      Telecommunications
                                              telecommunications       a secure and reliable       between client and SSA
                                              equipment.               infrastructure in a         facilities.
                                                                       secure location
                            Dennis Hoffman    Provide Server-Rack                           Servers that the client will
                                                                       Provide infrastructure                                     Same as Base Level         Server Rack                Co-location equipment is
                                              Infrastructure to        (firewalls, routers, use for their own                     Services                   Infrastructure is          charged at $14.48 per
                                              house and secure         switches, batteries, applications or support.                                         guaranteed to 0.999        device for each 1.5 RU. A
                                              State of Alaska server   power, UPS,          SSA does not provide                                             reliability                Migration fee of one- to
Co-location Services                          and                                           SLA's on Customer owned
                                                                       monitoring), to enable                                                                                           three-months Unit Price
                                              telecommunications       a secure and reliableCo-located equipment.                                                                       will be assessed.
                                              equipment.               infrastructure in a  Telecommunications
                                                                       secure location      between client and SSA
                                                                                            facilities.
                            Dennis Hoffman    SSA will provide 1       Operating System -   Application support                   Multi-processor            Service is provided at     Server Hosting and
                                              Rack Unit of Rack        either Linux or MS   services, Server                      servers, virtualization,   0.995 reliability          Management will be billed
                                              Space, a single-         Windows. 6/1 Backup Consolidation,                         additional backups,                                   at $14.48 per Unit. A Unit
                                              processor server,        of 1GB of            Telecommunications                                                                          includes 1RU of space, a
Server Hosting and                            100MB of IP telecom      Configuration files, between client and SSA                                                                      single processor, and 100
Management                                    per day, 1GB of          10GB Local Backup as facilities.                                                                                 Mbytes of IP
                                              Configuration file       image when changes                                                                                               telecommunications per
                                              space, 1GB DRAM,         occur, OS patching.                                                                                              day.
                                              and 10GB of Local
                                              Disc Space
                            Dennis Hoffman    SSA will replace         Replacement servers                                        Replacement of             This service is            Server replacement is
                                              servers on a nominal     will be of at least equal                                  servers with a higher      available for all Intel-   included as defined under
                                              three-year cycle         capability, quality, and                                   quality of server and/or   based servers hosted       Base Level Services.
Server Replacement                            depending on the         reliability as the                                         server virtualization      in the SSA facility        Cost for server
                                              server age.              servers being replaced                                                                                           replacement is included in
                                                                                                                                                                                        the server hosting and
                                                                                                                                                                                        management charge.
Service Support
                            Dennis Hoffman    Provide a continuos,     An additional copy of Data Content Management Data can be stored on Service is provided at                       In addition to the
                                              separately stored        data is stored on a                           a "journaling file      0.995 reliability                          additional cost of Storage
                                              copy of applicable       separate physical SAN.                        system" that allows the                                            Units to hold the
                                              SOA data.                                                              "unrolling" of all data                                            appropriate data,
                                                                                                                     changes, thereby                                                   continuous data backup is
Continuous Data Backup                                                                                               precluding the                                                     charged at one Unit per
                                                                                                                     irretrievable loss or                                              four Storage Units that
                                                                                                                     corruption of data.                                                are continuously backed
                                                                                                                                                                                        up. Premium services are
                                                                                                                                                                                        charged on a case-by-
                                                                                                                                                                                        case basis.
                            Dennis Hoffman    Physically secure        Includes Firewalls,         Security outside of the SSA    Extended Computer    Service is provided              Base-level service is
                                              Homeland Security        routing, and physical       Server Rack Infrastructure     Forensics, Security  24/7/365.                        included in Hosting
                                              location that meets      protection of SOA           or facility, extended          Evaluations, policy                                   Charges. Premium
                                              Tier 3 standards.        assets. These activities    Computer Forensics             reviews and                                           Services are charged on
Security                                      Each rack is             will be in compliance                                      recommendations, and                                  a Time-and-Material
                                              engineered with          with the SOA Security                                      other security                                        Basis.
                                              sufficient equipment     Policies.                                                  assistance.
                                              to logically provide
                                              sufficient security
         Service Category: Production Support Services
       Service Description: Service support and delivery of Operations Functional Areas.

Service                      Contact        Service Definition        Base Level Services      Services Not Included         Service Availability   Service Charge(s)
Problem Management,          <Contact Name> Correct faults and        Discover and classify    Any additional licenses for   24x7x365 for           24x7x365 for registered IT
Workload, Availability and                  problem situations        device/service/process   agent technology of           registered IT          Customers
Event Management                            that have been            deployed at the Data     Helpdesk access.              Customers and          (.09*($63/hr))=$5.67/hr/w
                                            deployed at the Data      Center.                                                Configuration Items    eek*52 weeks = $295/yr
                                            Center.                                                                          (CIs)
         Service Category: Utility Hosting Services
       Service Description: Service support and delivery of Homeland Secure Hosting of Mid-

Service                     Contact            Service Definition    Base Level Services      Services Not Included      Premium Services    Service Availability     Service Charge(s)
<Service Category 1>
                            <Contact Name> <Service Definition>      <Included Services>      <Services Not Included>   <Premium Services>   <Service Availability>   <Service Charge>




                            <Contact Name> <Service Definition>      <Included Services>      <Services Not Included>   <Premium Services>   <Service Availability>   <Service Charge>




                            <Contact Name> <Service Definition>      <Included Services>      <Services Not Included>   <Premium Services>   <Service Availability>   <Service Charge>




<Service Category 2>




                            <Contact Name> <Service Definition>      <Included Services>      <Services Not Included>   <Premium Services>   <Service Availability>   <Service Charge>




                            <Contact Name> <Service Definition>      <Included Services>      <Services Not Included>   <Premium Services>   <Service Availability>   <Service Charge>




                            …                  …                     …                        …                         …                    …                        …

								
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