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O P E R AT I O N A N D M A I N T E N A N C E G U I D E ( O M G )

For AWS Cellcom Migration

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Follow-up of the evolutions

LOG OF CHANGES

Revision Date Author Modification

Creation and structuration of the

001 10/11/2023 Sagar Tiwari
document.

Addition of OSD and Allynis Connect

002 24/11/2023 Angel Oviedo
Integration

003

APPROVAL

Name Role Date Signature

Written by

Verified by

Approved by

Approved by
the customer
if necessary

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CONTENTS

1. INTRODUCTION............................................................................................................................................ 8

1.1 Document objectives.............................................................................................................................. 8

1.2 Reference documents............................................................................................................................ 8

1.3 Hardware responsibility.......................................................................................................................... 9

1.4 Terminology............................................................................................................................................ 9

2. SOLUTION DESCRIPTION.......................................................................................................................... 10

2.1 Overview.............................................................................................................................................. 10

2.2 Configuration and Connection to AWS................................................................................................. 10

2.2.1 Configuration.................................................................................................................................... 10

2.2.2 Connection....................................................................................................................................... 16

2.3 THALES products................................................................................................................................ 18

2.4 Third parties products.......................................................................................................................... 19

2.5 Customs............................................................................................................................................... 19

2.6 Architecture.......................................................................................................................................... 19

2.6.1 Global solution architecture.............................................................................................................. 19

2.6.2 Disk array architecture..................................................................................................................... 21

2.6.3 Network architecture / Flow chart (protocol level)............................................................................27

2.7 Graphical interfaces URLs................................................................................................................... 32

2.8 IP, TCP address table........................................................................................................................... 32

2.8.1 IP Address table............................................................................................................................... 32

2.8.2 TCP port table.................................................................................................................................. 34

2.9 Databases description.......................................................................................................................... 36

2.9.1 Overview.......................................................................................................................................... 36

2.9.2 Database users and tablespaces..................................................................................................... 36

2.10 SMSC Channels.................................................................................................................................. 37

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3. PRODUCTS & CUSTOM DESCRIPTION.................................................................................................... 38

3.1 Shared Third Parties............................................................................................................................ 38

3.2 OTA 6.5.5............................................................................................................................................. 38

3.2.1 Directories location........................................................................................................................... 38

3.2.2 Provisioning..................................................................................................................................... 38

3.3 LPM X.Y.Z............................................................................................................................................ 39

3.3.1 Directories location........................................................................................................................... 39

3.3.2 Provisioning..................................................................................................................................... 39

3.4 WebLogic deployments........................................................................................................................ 39

3.4.1 Directories location........................................................................................................................... 39

3.5 GWAF 4.2.15....................................................................................................................................... 40

3.5.2 Directories location.............................................................................................................................. 40

3.6 Formatting Library................................................................................................................................ 40

3.7 Solution certificates.............................................................................................................................. 41

3.7.1 Certificate Renewal process............................................................................................................ 43

3.8 Crontabs.............................................................................................................................................. 44

3.8.1 Front End proxy machines (GWAF servers).....................................................................................44

3.8.2 Back End applicative machines........................................................................................................ 45

3.8.3 Database machines......................................................................................................................... 46

4. HIGH AVAILABILITY..................................................................................................................................... 47

5. OPERATION................................................................................................................................................. 49

5.1 SOLUTION OPERATION..................................................................................................................... 49

5.1.1 YOUR SOLUTION........................................................................................................................... 49

5.2 PRODUCTS OPERATION................................................................................................................... 51

5.2.1 OTA Database 1............................................................................................................................... 51

5.2.2 OTA FRAMEWORK......................................................................................................................... 53

5.2.3 RCA................................................................................................................................................. 54

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5.2.4 LPM + LPM webserver..................................................................................................................... 55

5.2.5 WebLogic Admin Server................................................................................................................... 56

5.2.6 WebLogic Node Managers and Managed Servers...........................................................................56

5.2.7 GWAF Application Layer.................................................................................................................. 58

5.1 Monitoring ........................................................................................................................................... 58

5.2 Back-up management.......................................................................................................................... 60

5.3 Allynis connect integration................................................................................................................... 61

5.4 Getting usage statistics........................................................................................................................ 62

5.5 Daily tasks............................................................................................................................................ 64

6. CARD PROFILES IN LIVELAB..................................................................................................................... 65

7. CARD PROFILES IN PRODUCTION........................................................................................................... 66

8. TEST CARDS PROVIDED TO THALES....................................................................................................... 67

9. SUPPORT ORGANIZATION - CONTACTS - ESCALATION PROCESS......................................................68

9.1 Support Escalation Contacts................................................................................................................ 68

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LIST OF TABLES

Table 1 - Reference Documents............................................................................................................................ 8

Table 2 - Terminology............................................................................................................................................. 9
Table 3 - List of Roles.......................................................................................................................................... 14
Table 4 - Thales Products.................................................................................................................................... 18
Table 5 - Third Parties Products........................................................................................................................... 19
Table 6 - Custom.................................................................................................................................................. 19
Table 7 - disk partitions........................................................................................................................................ 23
Table 8 - Disk partitions GWAF............................................................................................................................ 25
Table 9 - Host machine production...................................................................................................................... 28
Table 10 - Host Machine Livelab.......................................................................................................................... 31
Table 11 - URL Interfaces.................................................................................................................................... 32
Table 12 - IP Address........................................................................................................................................... 32
Table 13 - IP Address LiveLAB............................................................................................................................ 33
Table 14 - TCP Port............................................................................................................................................. 34
Table 15 - Database description.......................................................................................................................... 36
Table 16 - User and tablespaces databases........................................................................................................ 36
Table 17 - Third Parties Description..................................................................................................................... 38
Table 18 - Directory location AOTA...................................................................................................................... 38
Table 19 - Directory location LPM........................................................................................................................ 39
Table 20 - Directory location WebLogic................................................................................................................ 39
Table 21 - Directory location GWAF..................................................................................................................... 40
Table 22 - Solutions Certificates.......................................................................................................................... 41
Table 23 - Systems to be backend....................................................................................................................... 60
Table 24 - Backed database................................................................................................................................ 61
Table 25 - Profile Livelab..................................................................................................................................... 62
Table 26 - Profile Production……………………………………………………………………………………………...63

Table 27 - Card Test………………………………………………………………………………………………………..64

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LIST OF FIGURES

Figure 1 - AWS Login interfaces.......................................................................................................................... 10

Figure 2 - Search service iam.............................................................................................................................. 11
Figure 3 - Iam Service interface........................................................................................................................... 11
Figure 4 - User interface...................................................................................................................................... 12
Figure 5 - user information................................................................................................................................... 12
Figure 6 - Assign MFA Device.............................................................................................................................. 13
Figure 7 - Select MFA device............................................................................................................................... 13
Figure 8 - Activate token...................................................................................................................................... 14
Figure 9 - Assign Rôle......................................................................................................................................... 15
Figure 10 - Data role............................................................................................................................................ 16
Figure 11 - Login Console AWS........................................................................................................................... 17
Figure 12 - Multi-factor Authentication AWS........................................................................................................ 18
Figure 13 - Global Arquitecture for Aota Solution hosted in AWS........................................................................20
Figure 14 - Global Arquitecture for Aota Solution database in AWS.....................................................................21
Figure 15 - Disk Partition..................................................................................................................................... 21
Figure 16 - disk partitions GWAF......................................................................................................................... 24
Figure 17 - Flow chart.......................................................................................................................................... 27
Figure 18 - Formatting library............................................................................................................................... 40
Figure 19 - Certificate Renewal........................................................................................................................... 43
Figure 20 - Certificate management.................................................................................................................... 43
Figure 21 - space in machines............................................................................................................................. 45
Figure 22 - HIGH AVAILABILITY.......................................................................................................................... 48
Figure 23 - script status AOTA............................................................................................................................. 49
Figure 24 - Script start AOTA............................................................................................................................... 50
Figure 25 - Script stop AOTA............................................................................................................................... 51
Figure 26 - Init RDS service................................................................................................................................. 52
Figure 27 - Status RDS service........................................................................................................................... 52
Figure 28 - Stop RDS service.............................................................................................................................. 53
Figure 29 - Monitoring AWS................................................................................................................................. 60

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1. INTRODUCTION

1.1 Document objectives

The purpose of this document is to give the customer an encompassing description of the platform
with all the information he needs to operate it.
It’s also the first document used by the support to have a quick and efficient understanding of the
solution to solve any issue which might be raised.
It is specific to a customer solution and not supposed to replace the product(s) documentation.

1.2 Reference documents

Table 1 - Reference Documents

Name Description Location

File to passwords, that

have all the references and This file was shared by mail to the client. If is employee
CELLCOM_PROD.kdbx
connections of access for of thales the file are in the next link.
the flow of job.

SIG SolutionIntegrationGuide MKS/MERCURIAL/Mercurial path

DVN DVN_Release_tracking

ATP Acceptance Test Plan

SIP Solution Integration Plan

High Level Design: use-

HLD001
cases

HLD003 High Level Design: SSO

High Level Design: error

HLD005
codes

products
Folder installation installation/configuration
files

Folder installation products

installation/configuration

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files

1.3 Hardware responsibility

The hardware is owned by Thales, the machines are in the AWS cloud, it uses the EC2 service that
creates the Red Hat Enterprise Linux machines for each server in the corresponding CELLCOM
architecture. The machines are from Thales, but the customer can monitor, control, and modify the
instances. Thales creates the account for the client with all the necessary permissions for its
administration.

1.4 Terminology

Table 2 - Terminology

Bgw Billing Gateway (CYTA system)

CCI Customer Care Interface
GSR GemSuiteReload
GXO/GCO / GCOL GemXploreOnline
GXOsa / GCOsa GemXploreOnline Stand Alone
GXS/GCOTA GemXploreSuite
HRN Hiden Random Number (scratch card)
ME Mobile Equipment
MO Mobile Originating message
MSCM Multiple SIM card Manager
MT Mobile Terminating message
OSS Operation Support System (CYTA system)
OTA Other The Air
PhoneBook Phone book management using SIMChronize product
PMS Payment Mediation Server
RCA GXS card manager
S@TSM S@T Services Manager
SAS GXS applet manager
SBRL Simchronize Business Rule Layer
SCS Smart Card System
SGw Security Gateway (PMS)
SIM Subscriber Identity Module
SMSC Short Message Service Center
SOG Service Order Gateway (CYTA system)
SSM Software Security Module
STK SIM Toolkit

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2. SOLUTION DESCRIPTION

2.1 Overview

The use cases are HTTP only, API RUM, LPM batch file provisioning.

2.2 Configuration and Connection to AWS

2.2.1 Configuration

2.2.1.1 Activation of the TOKEN

To connect to AWS the client it is delivered previously an account with all the permissions for your
administration. The customer should go to the following link. on the page see the following interface:

Figure 1 - AWS Login interfaces

Once you log in, you are redirected to the main page of the aws console. In the part there is the search bar in it
the "IAM" service will be searched, and we click.

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Figure 2 - Search service iam

Once in the iam service interface, in the center left part we look for the users section

Figure 3 - Iam Service interface

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Once in the user interface, we must search for our user and click on it.

Figure 4 - User interface

Within the detail of our user's information, we will click on the "Security credentials" section

Figure 5 - user information

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Then we go down the page and look for the "Multi-factor authentication (MFA)" section and click on the "Assign
MFA device" button, this service is to activate 2-factor authentication, the services require that this token be
active, to try to mitigate any impersonation problems, it is recommended to download a token tool like "Google
authenticator" or the tool of your choice.

Figure 6 - Assign MFA Device

To continue with the process we assign a name "Device name" this will be how we will save our token, then we
select the option "Authenticator app" to use an application as a token, then we go down the page and click on
the next button.

Figure 7 - Select MFA device

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To activate the token, we follow the steps that the interface describes, once we successfully complete the
activation, our account will be linked to that token, that is, every time we log in, in addition to entering the
credentials, it will request the token for access.

Figure 8 - Activate token

2.2.1.2 Switch of the roles

Within the platform, our account has specific roles which will help us to view some machines, assigned to that
role, the roles are assigned to our account, those roles are as follows:

Table 3 - List of Roles

Account Role Display Name Description

567931622413 mcsprdotausa1blackbeltengineeringrole OTAUSA1-PRD Blackbeltengineering

role used to connect
tha Prd otausa1 VPC

292439196155 mcsdevotausa1platformengineeringrole OTAUSA1-DEV- Platformengineering

Platform role used to connect
tha Dev otausa1 VPC

292439196155 mcsdevotausa1blackbeltengineeringrole OTAUSA1-DEV- Blackbeltengineering

Blackbelt role used to connect
tha Dev otausa1 VPC

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To assign the roles to our AWS account, click on the upper right where the account name is located, click on the
arrow and it will display a menu which we must click on the "Switch role" button.

Figure 9 - Assign Rôle

Once we see the interface to assign the role, we fill in the help fields from the role table (Table 3 - List of Roles)
fill in the fields and click on the "Switch role" button.

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Figure 10 - Data role

With that, the role would be created, if we have more roles, the process must be repeated as many times as
there are roles.

2.2.2 Connection
For the connection directly with the AWS console we must click on the following link. This will display an
interface which we must fill out with our connection data, our username and password. Then we click on the
"Sign in" button

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Figure 11 - Login Console AWS

Then in the following interface we must type our authentication code that we configured previously (), once we
type the token we click on the "Submit" button and if our credentials are correct it will redirect us to the AWS
main page.

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Figure 12 - Multi-factor Authentication AWS

2.3 THALES products

Table 4 - Thales Products

Thales Products

DELIVERY_ID
Name Description
or Version (*)

GWAF 4.2.15 Gemalto web application firewall

AOTA 6.5.5 Aota Solution

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2.4 Third parties products

Table 5 - Third Parties Products

Third parties products

Name Version Description

Red Hat Enterprise Linux Server 7.9 32-bit, 64-bit

Java 1.8 1.8.0_271 – 64 bit

RDS Mysql server 5.7.41

2.5 Customs

Table 6 - Custom

Custom Software/Services

Name Version Description Product intrusiveness

2.6 Architecture

2.6.1 Global solution architecture

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Figure 13 - Global Arquitecture for Aota Solution hosted in AWS

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Figure 14 - Global Arquitecture for Aota Solution database in AWS

2.6.2 Disk array architecture

2.6.2.1 Livelab/Prod Aplication servers

The Livelab and Prod Application servers “app1-2” are equipped with 3 volumes (Elastic Block Store) as can
find below:

/dev/sda1 /dev/sdb /dev/sdf

10GB 16 GB 30GB

dd Figure 15 - Disk Partition

lsblk command:

NAME MAJ:MIN RM SIZE RO TYPE MOUNTPOINT

nvme0n1 259:2 0 10G 0 disk

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├─nvme0n1p1 259:3 0 1M 0 part

└─nvme0n1p2 259:4 0 10G 0 part /

nvme1n1 259:0 0 16G 0 disk

├─cis-tmp 253:0 0 1G 0 lvm /var/tmp

├─cis-home 253:1 0 3G 0 lvm /home

├─cis-var 253:2 0 7G 0 lvm /var

├─cis-log 253:3 0 4G 0 lvm /var/log

└─cis-audit 253:4 0 1020M 0 lvm /var/log/audit

nvme2n1 259:1 0 30G 0 disk /opt/gemalto

These instances are also connected to EFS (Elastic File System) dedicated to preserve the Logs files for each
availability zone.

Availabilty zone: us-east-1a

fs- XXXXXXX.efs.us-east-1.amazonaws.com

Availability zone: us-east-1b

fs- XXXXXXX.efs.us-east-1.amazonaws.com

Routes to preserve into the EFS (Through symbolic links):

Server APP1

/opt/gemalto/gemapp/FRWK/Logs -> /mnt/efs/app1/gemalto/gemapp/FRWK/Logs/

/opt/gemalto/gemapp/FRWK/Billing -> /mnt/efs/app1/gemalto/gemapp/FRWK/Billing

/opt/gemalto/gemapp/tomcat-cci/logs -> /mnt/efs/app1/gemalto/gemapp/tomcat-cci/logs/

/opt/gemalto/gemapp/tomcat-lpm/logs -> /mnt/efs/app1/gemalto/gemapp/tomcat-lpm/logs/

/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed1/logs ->
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/managed1/logs/

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/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed2/logs->
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/managed2/logs/

/opt/gemalto/gemapp/wls/gemalto_domain/servers/AdminServer/logs>
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/AdminServer/logs/

Server APP2
/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed3/logs >
/mnt/efs/app2/gemalto/gemapp/wls/gemalto_domain/servers/managed3/logs/
/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed4/logs >
/mnt/efs/app2/gemalto/gemapp/wls/gemalto_domain/servers/managed4/logs/

The table below defines the system disk partitions:

Table 7 - disk partitions

Logical volume Mount point Size Owner Access

control

/dev/nvme0n1p2 / 10GB root:root 550

/dev/nvme2n1 /opt/gemalto 30GB gemapp:gemapp 755

/dev/mapper/cis-var /var 7GB root:root 755

/dev/mapper/cis-home /home 3GB root:root 755

/dev/mapper/cis-log /var/log 4GB root:root 755

/dev/mapper/cis-tmp /tmp 1014M root:root 776

/dev/mapper/cis-audit /var/log/audit 1017M root:root 700

fs-XXX.efs.us-east- 755
/mnt/efs NA root:root
1.amazonaws.com:/

Available space of the

array

Total used space size

Available space size

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2.6.2.2 LiveLab/Prod GWAF Servers

The Staging and Prod Application servers “GWAF1-2 and PUBGWAF1-2” are equipped with 3 volumes (Elastic
Block Store) as can find below:

/dev/sda1 /dev/sdb /dev/sdf

10GB 16 GB 15GB

dd Figure 16 - disk partitions GWAF

lsblk command:

NAME MAJ:MIN RM SIZE RO TYPE MOUNTPOINT

nvme0n1 259:2 0 10G 0 disk

├─nvme0n1p1 259:3 0 1M 0 part

└─nvme0n1p2 259:4 0 10G 0 part /

nvme1n1 259:0 0 16G 0 disk

├─cis-tmp 253:0 0 1G 0 lvm /var/tmp

├─cis-home 253:1 0 3G 0 lvm /home

├─cis-var 253:2 0 7G 0 lvm /var

├─cis-log 253:3 0 4G 0 lvm /var/log

└─cis-audit 253:4 0 1020M 0 lvm /var/log/audit

nvme2n1 259:1 0 15G 0 disk /product/GWAF

These instances are also connected to EFS (Elastic File System) dedicated to preserve the Logs files for each
availability zone.

Availabilty zone: us-east-1a

fs- XXXXXXX.efs.us-east-1.amazonaws.com

Availability zone: us-east-1b

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fs-XXXXXXX.efs.us-east-1.amazonaws.com

Routes to preserve into the EFS (Through symbolic links):

Server GWAF1

/product/GWAF/GWAF_4.2.15/logs -> /mnt/efs/gwaf1/logs/

Server PUBGWAF1

/product/GWAF/GWAF_4.2.15/logs -> /mnt/efs/pubgwaf1/logs/

Server GWAF2

/product/GWAF/GWAF_4.2.15/logs -> /mnt/efs/gwaf2/logs/

Server PUBGWAF2

/product/GWAF/GWAF_4.2.15/logs -> /mnt/efs/pubgwaf2/logs/

The table below defines the system disk partitions:

Table 8 - Disk partitions GWAF

Logical volume Mount point Size Owner Access

control

/dev/nvme0n1p2 / 10GB root:root 550

/dev/nvme2n1 /product/GWAF 15GB gwaf:gwaf 755

/dev/mapper/cis-var /var 7GB root:root 755

/dev/mapper/cis-home /home 3GB root:root 755

/dev/mapper/cis-log /var/log 4GB root:root 755

/dev/mapper/cis-tmp /tmp 1014M root:root 776

/dev/mapper/cis-audit /var/log/audit 1017M root:root 700

fs-XXX.efs.us-east- 755
/mnt/efs NA root:root
1.amazonaws.com:/

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Available space of the

array

Total used space size

Available space size

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2.6.3 Network architecture / Flow chart (protocol level)

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Figure 17 - Flow chart

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2.6.3.1 Production
Table 9 - Host machine production

Environment Environment
Source IP address Destination IP address Port Protocol Description
Source Destination

990
ec2-mcs-p- 172.25.105.77/27 Allynis
AOTA CCPR – Allynis SFTP service to share files
ue1-otausa1- Connect 10.147.2.121 50000- TCP
Allynis Prd 172.25.105.122/27 connect with customer
CCPR-APP-1 Production
50100

172.25.105.77/27
ec2-mcs-p-
Allynis AOTA CCPR 1024- FTP service to share files
Allynis – AOTA Prd 10.147.2.121 ue1-otausa1- ip-X-X-X- TCP
connect Production 65535 with customer
CCPR-APP-1 X.otausa1.ue1.msi-
prd29.private.gemalto.com

AOTA CCPR
elb-mcs-p-
Production Cards HTTPs traffic-
Public GWAF Internet 0.0.0.0/0 ue1-otausa1- TBD 1443 TCP
(Load Polling
CCPR-pub
Balancer)

OSD Stats ec2-mcs-d- 172.25.105.77/27 OSDStats Prd OSDSTLS rds-mcs-p-ew1-m-rptcell- 1325 TCP Reporting cell - OSD
ue1-otausa1- oracle-dwh- RDS oracle
172.25.105.122/27
CCPR-APP- ora19.cuwzqpkud3n9.eu-

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1,2 west-
1.rds.amazonaws.com

AWS VPN Hub for

vpn-mcs-p- elb-mcs-p- customer's traffic for APIs
Network load 8000-
AWS VPN-Hub ue1-otausa1- 206.40.110.205 ue1-otausa1- TBD TCP Flow might also present for
balancer 9090
cellcom CCPR-nlb VPC Peering and Private
Link

AOTA SCI
SCI Access from elb-mcs-p-
CCPR AOTA CCPR- Flow might also present for
Customer 192.168.0.0/24 ue1-otausa1- TBD 7200 TCP
Network AWS VPC Peering and Private
Premises CCPR-nlb
Link

AOTA RUM API

AOTA RUM API elb-mcs-p- 8200
CCPR AOTA CPR- Flow might also present for
Access from 192.168.0.0/24 ue1-otausa1- TBD TCP
Network AWS 8300 VPC Peering and Private
Customer premises CCPR-nlb
Link

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2.6.3.2 LIVELAB

Table 10 - Host Machine Livelab

Source_System_Na Source_System Source_Customer_I Target_System_Na Target_Customer_I TCP_Po UDP_Po

Target_System_IP
me _Ip nfo me nfo rt rt

AOTA ccll Production elb-mcs-d-ue1- Cards HTTPs

Public GWAF 0.0.0.0/0 Internet 1443
(Load Balancer) otausa1-ccll-pub traffic-Polling

rds-mcs-p-ew1-m-
rptcell-oracle-dwh-
ec2-mcs-d-ue1-
ora19.cuwzqpkud3n9. Reporting cell - OSD
AOTA CCLL- AWS otausa1-ccll- OSDStats Prd OSDSTLS 1325
eu-west- RDS oracle
APP-1,2 1.rds.amazonaws.co
m

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2.7 Graphical interfaces URLs

To access the platform GUI interfaces it is strongly recommended to forward appropriate TCP ports and then
access the platform URLs via Power Shell or Cmder :

Example :

aws ssm start-session --target "Instance-Id" --region us-east-1 --document-name Thales-StartSSHSession --

parameters "localPortNumber=3022,portNumber=22"

Now, we can do a new port forwarding using anywhere ssh client (Putty, xshell,Mobaxterm,WinSCP)

Table 11 - URL Interfaces

Interfaces URLs
WebLogic Admin Console http://localhost:7001/console/

Subscriber Care Interface http://localhost:7200/SCI/login

For more information please refer to RAC

2.8 IP, TCP address table

2.8.1 IP Address table

2.8.1.1 Production

Table 12 - IP Address

Network / VLAN IP address Host Interface

DMZ Subnets (public) us-east-1a : 172.25.105.0/28

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us-east-1b : 172.25.105.16/28

us-east-1c : 172.25.105.32/28

App1 - 172.25.105.77

App2 -172.25.105.122
ue1a : 172.25.105.64/27
Gwaf1 – 172.25.105.76
Private1 Subnets ue1b : 172.25.105.96/27
Gwaf2 - 172.25.105.105
ue1c : 172.25.105.128/27
Pubgwaf1 - 172.25.105.90

Pubgwaf2 - 172.25.105.121s

ue2a : 172.25.105.160/27
rds-mcs-p-ue1-m-otausa1-mysql-
Private2 Subnets ue2b : 172.25.105.192/27 ccpr.czg4puivnkbq.us-east-
1.rds.amazonaws.com
ue2c : 172.25.105.224/27

2.8.1.2 LiveLab machine

Table 13 - IP Address LiveLAB

Network / VLAN IP address Host Interface

us-east-1a : 172.25.105.0/28

DMZ Subnets (public) us-east-1b : 172.25.105.16/28

us-east-1c : 172.25.105.32/28

Private1 Subnets ue1a : 172.25.105.64/27 App1 - 172.25.105.75

ue1b : 172.25.105.96/27 App2 - 172.25.105.125
ue1c : 172.25.105.128/27 Gwaf1 – 172.25.105.85

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Gwaf2 - 172.25.105.117

Pubgwaf1 - 172.25.105.80

Pubgwaf2 - 172.25.105.111

ue2a : 172.25.105.160/27
rds-mcs-p-ue1-m-otausa1-mysql-
Private2 Subnets ue2b : 172.25.105.192/27 ccll.czg4puivnkbq.us-east-
1.rds.amazonaws.com
ue2c : 172.25.105.224/27

2.8.2 TCP port table

Table 14 - TCP Port

description port

MYSQL RDS Database port 3306

WebLogic Admin Server port 7001

WebLogic Admin Server SSL port 7002

WebLogic Managed #1 port 7101

WebLogic Managed #1 SSL port 7201

WebLogic Managed #1 HTTP port 8101

WebLogic Managed #1 HTTPs port 8201

WebLogic Managed #2 port 7102

WebLogic Managed #2 SSL port 7202

WebLogic Managed #2 HTTP port 8102

WebLogic Managed #2 HTTPs port 8202

WebLogic Managed #3 port 7103

WebLogic Managed #3 SSL port 7203

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WebLogic Managed #3 HTTP port 8103

WebLogic Managed #3 HTTPs port 8203

WebLogic Managed #4 port 7104

WebLogic Managed #4 SSL port 7204

WebLogic Managed #4 HTTP port 8104

WebLogic Managed #4 HTTPs port 8204

WebLogic Nodemanager port 5556

LTE Port used for cards to connect the PubGwaf 8443

SCI Port used to connect the AOTA GUI 7200

WS Port used for connect the AOTA API services 8200

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2.9 Databases description

2.9.1 Overview

AOTA Database is hosted over the RDS (Relational Database Service).

Type: Mysql server database.

According this, the only way to connect it is through mysql commands from anywhere of the ec2 instances.

Connection string:

mysql -u “user” -p”password” -h “Database endpoint”

For CELLCOM case, the database endpoint is: gtodbvip

Table 15 - Database description

Sized for
Estimated
SID Port Description (in number of size
cards)

GTODB1 3306 VOLATI_MODEL + FRWK + LPM 491598 500 GB

2.9.2 Database users and tablespaces

Table 16 - User and tablespaces databases

User name Database name

GEMASTER GTODB1

RCAADMIN GTODB1

FRWKADMIN GTODB1

ADMGEMALTO GTODB1

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MGRGEMALTO GTODB1

TECHADMGEMALTO GTODB1

MBADMIN GTODB1

GCCMADMIN GTODB1

PMSEEADMIN GTODB1

2.10 SMSC Channels

For CELLCOM there aren’t any SMS Channels.

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3. PRODUCTS & CUSTOM DESCRIPTION

3.1 Shared Third Parties

Table 17 - Third Parties Description

Product, component Installation directory User

Oracle Weblogic 10.3.4 - 32 bit /opt/gemalto/3rdps/bea/ gemapp

Java Development Kit 1.6.0_51 /opt/gemalto/3rdps/jdk1.8.0_271_64b gemapp

3.2 OTA 6.5.5

3.2.1 Directories location

Table 18 - Directory location AOTA

Product, component Installation directory User

Linqus OTA Manager /product/gemalto/linqus gemapp
Linqus OTA Manager
Logs and pre- /opt/gemalto/gemapp/FRWK
gemapp
provisioning data (card /opt/gemalto/gemapp/RCA
profiles, services…)

3.2.2 Provisioning

For provisioning the LPM files should be moved to the following path on application server #1:

/opt/gemalto/gemapp/PM/PM/batch_home/server/input_for_files

They will be automatically processed and can be followed from the server or from the application.

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3.3 LPM X.Y.Z

3.3.1 Directories location

Table 19 - Directory location LPM

Product,
Installation directory User
component
Linqus Provisioning
/opt/gemalto/gemapp/PM/PM/batch_home/server/input_for_files gemapp
Manager

3.3.2 Provisioning

Standard CCI was used for provisioning and standard LPM interfaces:

Webservice

Batch_loader

For more information please refer to LPM documentation.

3.4 WebLogic deployments

3.4.1 Directories location

Table 20 - Directory location WebLogic

Product,
Installation directory User
component
Weblogic /opt/gemalto/gemapp/wls
gemapp
Weblogic logs /opt/gemalto/gemapp/wls/gemalto_domain/servers/managed1/logs

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3.5 GWAF 4.2.15

3.5.2 Directories location

Table 21 - Directory location GWAF

Product,
Installation directory User
component
GWAF /product/GWAF/GWAF_4.2.15
gwaf
GWAF logs /product/GWAF/GWAF_4.2.15/logs

3.6 Formatting Library

Cattp.Generic0348.2+.03_48

Sms.Gemaltosimera2.2+.03_48

Wir.Gemaltosimera2.2+.03_48

Figure 18 - Formatting library

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3.7 Solution certificates

Table 22 - Solutions Certificates

Certifi
Kind Requir
cate
of ed
reque Expira
Flo Location of securi Certificate validity domain parame Common Name Issuer / self
ster / tion
w certificate ty & (specific to each...) ters & (mandatory) signed
privat date
certifi comme
e key
cate nts
owner

ccll- 10/11/25
SCI
and
WS Private and Public
Acce Gwafs :
LIVELAB environment-ccll
ss /product/GWAF/GWAF_4.2. Thales certificate.automation@th
troug
SSL
MCS
*.mcs29.acloud.thalescloud.io
15/conf/vhosts-key alesgroup.com
*.mcs29.acloud.thalescloud.io
h
GW
AF
Serv
ers

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ccpr- 10/11/25
SCI
and
WS Private and Public
Acce Gwafs : Prod environment-ccpr
ss /product/GWAF/GWAF_4.2. Thales *.ccpr.pub.otausa1.ue1.mcs29.acl certificate.automation@th
SSL *.ccpr.pub.otausa1.ue1.mcs29.acl
troug 15/conf/vhosts-key MCS oud.thalescloud.io alesgroup.com
h oud.thalescloud.io
GW
AF
Serv
ers

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3.7.1 Certificate Renewal process

To sign Thales Certificate you can request the new one in the page :

https://ee-bpkiv2.gemalto.com

Category:

Figure 19 - Certificate Renewal

Certificate management profile:

Figure 20 - Certificate management

For our case the CN for each environment are:

LiveLab CN: *.mcs29.acloud.thalescloud.io

Production CN: *.ccpr.pub.otausa1.ue1.mcs29.acloud.thalescloud.io

In the gWAF you must configure (vhost-key) folder:

.crt file with the nomenclature cert-....crt

The .key file with the nomenclature cert-...key

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To view the files (depending on the format, they are usually pem)

openssl x509 -inform pem -in cerfile.cer -noout -text

openssl x509 -inform der -in cerfile.cer -noout -text

openssl x509 -inform der -in identity.cer -noout -text

Extract .key and .cert from p12 File

openssl pkcs12 -in file.p12 -out certificate.crt -nodes

openssl pkcs12 -in file.p12 -out KeyName.key -nodes -nocerts

PEM to DER

openssl x509 -in cert.crt -outform der -out cert.der

DER to PEm

openssl x509 -in cert.crt -inform der -outform pem -out cert.pem

3.8 Crontabs

[Provide all information on installed cron, with details on purpose of the command
that is run, and this for each type of machine of the solution]

crontab –l output PENDIENTE DE ACTUALIZAR PARA AWS

3.8.1 Front End proxy machines (GWAF servers)

The GWAF server logs are been collected in a route hosted in the EFS (Elastic File System).
Accordingly there are not any purge log script, because the EFS don´t have a limited space.

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Figure 21 - space in machines

3.8.2 Back End applicative machines

The AOTA application server logs are been collected in a route hosted in the EFS (Elastic File
System). Accordingly there are not any purge log script, because the EFS don´t have a limited space.

Application1 :

/opt/gemalto/gemapp/FRWK/Logs -> /mnt/efs/app1/gemalto/gemapp/FRWK/Logs/

/opt/gemalto/gemapp/FRWK/Billing -> /mnt/efs/app1/gemalto/gemapp/FRWK/Billing
/opt/gemalto/gemapp/tomcat-cci/logs -> /mnt/efs/app1/gemalto/gemapp/tomcat-cci/logs/
/opt/gemalto/gemapp/tomcat-lpm/logs -> /mnt/efs/app1/gemalto/gemapp/tomcat-lpm/logs/
/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed1/logs >
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/managed1/logs/
/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed2/logs ->
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/managed2/logs/

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/opt/gemalto/gemapp/wls/gemalto_domain/servers/AdminServer/logs ->
/mnt/efs/app1/gemalto/gemapp/wls/gemalto_domain/servers/AdminServer/logs/

Application2:

/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed3/logs ->
/mnt/efs/app2/gemalto/gemapp/wls/gemalto_domain/servers/managed3/logs/

/opt/gemalto/gemapp/wls/gemalto_domain/servers/managed4/logs ->
/mnt/efs/app2/gemalto/gemapp/wls/gemalto_domain/servers/managed4/logs/

3.8.3 Database machines

The database is as an AWS (RDS) service and therefore it is not necessary to perform any filesystem
purge or similar process.

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4. HIGH AVAILABILITY

Reference for related information are located into SIP document, refers to
MKS/MERCURIAL/Mercurial

@ / HA commitment in Service Level Agreement

Insert here the commitment on a specific HA rate if it appears in SLA document.

For information:

HA rate % Downtime / week Downtime / year

90,00 < 5 days < 1 month

99,00 < 2 hours < 4 days
99,90 10 mn 8 hours 45 mn
99,94 5 hours 15 mn
99,95 4 hours 23 mn
99,98 1 hour 45 mn
99,99 1 mn 52.8 mn
99,999 6 sec 5 mn
99,9999 0.6 sec 30 sec
99,99999 3 sec
Also specify what time window is allowed for maintenance purposes (not taken into account

For AWS deployment the High availability is given for the multi Availability zone that means that each
AOTA layer (Priv GWAFs, Pub Gwafs and Application servers) has one server identical in other
availability zone. (b for our case) as image below shows:

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Figure 22 - HIGH AVAILABILITY

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5. OPERATION

Please describe stop/start check procedure for each subsystem

5.1 SOLUTION OPERATION

5.1.1 YOUR SOLUTION

To start, stop or validity the status of the AOTA is created 3 scripts for facility the execution of these 3
statuses, the scripts are in the path of the machine of the AOTA in
/opt/gemalto/gemapp/scripts_custom_aota the files that you'll find are:

1) aota_status.sh

This script informs us which services are running and which services are stopped, to run the
script you must go to the path /opt/gemalto/gemapp/scripts_custom_aota/ to execute it you
must execute the script as sh aota_status.sh or ./aota_status.sh. An example of what you
will see on the screen is the following:

Figure 23 - script status AOTA

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2) aota_start.sh
This script informs us and allows us to set up the entire AOTA system. To set up the AOTA it
must set up some services in a specific order, the script checks this order and one by one
checks which services are running and which are not, the services that are not is running or
executing, it will run them to start the AOTA, to run the script you must go to the path
/opt/gemalto/gemapp/scripts_custom_aota/ to execute it you must execute the script as sh
aota_start.sh or ./aota_start.sh. An example of what you will see on the screen is the
following:

Figure 24 - Script start AOTA

3) aota_stop.sh

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This script informs us which services are running and which are not, and allows us to stop the
entire AOTA system. The script checks the services that are stopped one by one and the services
that are running, it will stop them until the AOTA system stops, to run the script you must go to the
path /opt/gemalto/gemapp/scripts_custom_aota/ to execute it you must execute the script as sh
aota_stop.sh or ./aota_stop.sh. An example of what you will see on the screen is the following:

Figure 25 - Script stop AOTA

5.2 PRODUCTS OPERATION

5.1.1 OTA Database 1

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5.1.1.1 Start procedure

To start the AOTA mysql database, you have to do it clicking start in the AWS console:

Figure 26 - Init RDS service

5.1.1.2 Check procedure (status)

To verify status of Veritas Cluster service group for OTADB2 database, type:

To verify the AOTA mysql database status, you have to do it selecting the database in the AWS
console (RDS service):

Expected status: Available.

Figure 27 - Status RDS service

5.1.1.3 Stop procedure

To stop the AOTA mysql database, you have to do it clicking ‘Stop temporarily’ in the AWS console:

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Figure 28 - Stop RDS service

5.1.2 OTA FRAMEWORK

5.1.2.1 Start procedure

To start the OTA framework execute the follow commands in the application server with gemapp user
(in order) :

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p nsagent start

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p coreframework start

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p tomcat start

5.1.2.2 Check procedure (status)

To verify the OTA framework status execute the follow commands in the application server with
gemapp user:

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p nsagent status

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p coreframework status

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p tomcat status

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5.1.2.3 Stop procedure

To stop the OTA framework execute the follow commands in the application server with gemapp user
(in order):

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v -p tomcat stop

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p coreframework stop

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p nsagent stop

5.1.3 RCA

5.1.3.1 Start procedure

To start the OTA framework execute the follow commands in the application server with gemapp user:

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p RCA1 start

5.1.3.2 Check procedure (status)

To verify the OTA RCA status execute the follow commands in the application server with gemapp
user:

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/opt/gemalto/gemapp/FRWK/bin/gemconnect –p RCA1 status

5.1.3.3 Stop procedure

To stop the OTA framework execute the follow commands in the application server with gemapp user
(in order):

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v -p RCA1 stop

5.1.4 LPM + LPM webserver

5.1.4.1 Start procedure

To start the LPM webserver execute the follow commands in the application server with gemapp user:

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p RCAForLPM start

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v –p PM start

5.1.4.2 Check procedure (status)

To verify the LPM webserver status execute the follow commands in the application server with
gemapp user:

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p RCAForLPM status

/opt/gemalto/gemapp/FRWK/bin/gemconnect –p PM status

5.1.4.3 Stop procedure

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To stop the LPM webserver execute the follow commands in the application server with gemapp user
(in order):

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v -p RCAForLPM stop

/opt/gemalto/gemapp/FRWK/bin/gemconnect –v -p RCAForLPM stop

5.1.5 WebLogic Admin Server

5.1.5.1 Start procedure

To start the Weblogic admin server execute the follow commands in the application server with
gemapp user:

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/startAdminServer.sh &

5.1.5.2 Check procedure (status)

To verify the Weblogic admin server status execute the follow commands in the application server with
gemapp user:

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/managedinstance.sh status all

5.1.5.3 Stop procedure

To stop the Weblogic admin server execute the follow commands in the application server with
gemapp user:

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/stopAdminServer.sh &

5.1.6 WebLogic Node Managers and Managed Servers

5.1.6.1 Start procedure

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To start the Weblogic Node manager and managed servers execute the follow commands in the
application server with gemapp user as appropriate:

Node Manager :

/opt/gemalto/gemapp/wls/nodemanager/startNodeManager.sh &

Managed servers :

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/managedinstance.sh start managed#

#* Managed number (1 and 2 hosted on Application server1. 3 and 4 hosted on Application server2)

5.1.6.2 Check procedure (status)

To verify the Weblogic Node manager and managed servers status, execute the follow commands in
the application server with gemapp user as appropriate:

Node Manager :

netstat -na | grep 5556 (The port should be Listening)

Managed servers :

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/managedinstance.sh status all

#* Managed number (1 and 2 are hosted on Application server1. 3 and 4 are hosted on Application
server2)

5.1.6.3 Stop procedure

To stop the Weblogic Node manager and managed servers execute the follow commands in the
application server with gemapp user as appropriate:

Node Manager :

/opt/gemalto/gemapp/wls/nodemanager/stopNodeManager.sh &

Managed servers :

/opt/gemalto/gemapp/wls/gemalto_domain/gemaltobin/managedinstance.sh stop managed#

#* Managed number (1 and 2 hosted on Application server1. 3 and 4 hosted on Application server2)

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5.1.7 GWAF Application Layer

5.1.7.1 Start procedure

To start the GWAF application layer execute the follow commands in the GWAF or PubGWAF server
with gwaf user as appropriate:

/product/GWAF/GWAF_4.2.15/bin/gwafmgr start

5.1.7.2 Check procedure (status)

To verify the GWAF application layer status, execute the follow commands in the GWAF or PubGWAF
server with gwaf user as appropriate:

/product/GWAF/GWAF_4.2.15/bin/gwafmgr status

5.1.7.3 Stop procedure

To stop the GWAF application layer execute the follow commands in the GWAF or PubGWAF server
with gwaf user as appropriate:

/product/GWAF/GWAF_4.2.15/bin/gwafmgr stop

5.2 Monitoring

Only PRODUCTION and LIVELAB are monitored.

It is done using DATADOG

Datadog agents are gathering information on each machine thanks to NGM agents, and there is an
autonomous Datadog platform centralizing all information about system, databases, products…

So PRODUCTION and LIVELAB thanks to Datadog you can have a quick look to:

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Filesystems monitoring

Applications monitoring

Database statistics

Linux hardware information

OTA Framework Status

Oracle weblogic statistics

GWAF statistics

GWAF certificates information

To check the datadog agent status execute the commands in each server :

sudo datadog-agent status

To stop/start the datadog agent execute the commands in each server :

sudo systemctl stop datadog-agent

sudo systemctl start datadog-agent

Default monitoring view in Datadog is “Tactical overview”.

There you should see:

100% running hosts in green,

Still in green, services percentage but not equal to 100, because few services raise warning alarms :

PRODUCTION DASHBOARD OVERVIEW :

Datadog URL : https://mcs-prd-thales-dis.datadoghq.eu/

LIVELAB DASHBOARD OVERVIEW :

Datadog URL : https://mcs-dev-thales-dis.datadoghq.eu/

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Figure 29 - Monitoring AWS

5.3 Back-up management

Only PRODUCTION platform will be backed up.

Therefore, here is the list of file systems to be backed up per machine as advised by Thales:

Table 23 - Systems to be backend

Servers File system Usage

GWAF servers /product/GWAF Gwaf products binaries

GWAF servers /product/GWAF/GWAF_4.2.15/logs Gemalto products logs

Application servers /opt/gemalto Gemalto 3rd parties binaries

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In addition, some databases must be backed up:

Table 24 - Backed database

Hosting RDS Database SID

PRODUCTION: rds-mcs-p-ue1-m-otausa1-mysql-ccpr GTODB1

LIVELAB: rds-mcs-p-ue1-m-otausa1-mysql-ccll GTODB1

5.3 Allynis connect integration

For Cellcom, we have deployed some scripts to exchange files with Cellcom’s Allynis Account.

You can find this directory to process the Allynis data (Aplication server #1)

/opt/gemalto/OPERATION/Allynis

The main script is called download_files.sh and It’s executed automatically using this crontab:

How the script works?

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Firstly, uses a connection FTP to Login and download the .xml and .XML

Change the extension from the XML files to xml if the case. Makes a copy of the files previously
downloaded.

And finally, the files are going to move the LPM folder to be provisioned.

Last step is cleaning the FTP to avoid duplicated files.

To verify the script and crontab funtionallity, you can check the download_files.log where all the
executions are going to write their own log with the date and hour of execution.

5.4 Getting usage statistics

To get the statistics, was configured the OSD integration with the AOTA Solution hosted on AWS.

Statistics path: /opt/gemalto/OSD/

Pentaho folder: /opt/gemalto/OSD/data-integration/

AOTA ETL path: /opt/gemalto/OSD/otaa_to_dwh/

RM ETL path: /opt/gemalto/OSD/rm_to_dwh/

AOTA SCRIPTS :

at the shell scripts, to configure the ETL parameters:

 HOST="gtodbvip", host of the Platform MySQL database

 PORT="3306" .port of the Platform MySQL database

 USER="osdstats" and PASS="XXXXXXXXX", credential for the ETL to login and perform the
queries at the Platform MySQL database

 DB="gtodb1" database of the Platform MySQL database

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 DWH_HOST="10.19.32.64", IP (or host name) that the ETL can reach the DWH database

 PLATFORM_ID=0, this one needs to be configured for the new DWH deployment by the RC
engineer, this id is given by RC when deploying the new MNO at the DWH database;

RM SCRIPTS :

at the shell script, always the same configuration parameters:

 HOST="gtodbvip" ; can we have always the same hostname to connect to the platform db (for
all installations / deployments)

 PORT="3306"

 USER="osdstats" and PASS="XXXXXXXXX2

 DB="gtodb1"

 DWH_HOST="10.19.32.64"

 PLATFORM_ID=0 ;this one needs to be configured for the new deployment

All the OSD scripts are going to be executed using the crontab shown below :

5.5 Daily tasks

There is no specific daily task to perform.

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6. CARD PROFILES IN LIVELAB

Table 25 - Profile Livelab

Profile name Supplier Description

CCO_01.00 Gemalto

CCO_01.00_04 Gemalto

CCO_02.00 Gemalto

GEN_G178_RP Gemalto

THALES GROUP INTERNAL

Entity Identifier Document Identifier DTC Revision

ICD-Enterprise Code Document Identifier DTC 001
This document is not to be reproduced, modified, adapted, published, neither translated in any material form in whole or in part nor disclosed to any third party without the prior written permission of Thales.
© THALES 201X – All rights reserved.

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7. CARD PROFILES IN PRODUCTION

Table 26 - Profile Production

Profile name Supplier Description

CCO_01.00 Gemalto

CCO_01.01 Gemalto

CCO_01.02 Gemalto

CCO_02.00 Gemalto

CCO_02.01 Gemalto

CCO_03.00 Gemalto

CCO_04.00 Gemalto

THALES GROUP INTERNAL

Entity Identifier Document Identifier DTC Revision

ICD-Enterprise Code Document Identifier DTC 001
This document is not to be reproduced, modified, adapted, published, neither translated in any material form in whole or in part nor disclosed to any third party without the prior written permission of Thales.
© THALES 201X – All rights reserved.

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8. TEST CARDS PROVIDED TO THALES

Table 27 - Card Test

Locatio ICCID IMSI MSISDN Profile name Suppli Codes Description

n er

THALES GROUP INTERNAL

Entity Identifier Document Identifier DTC Revision

ICD-Enterprise Code Document Identifier DTC 001
This document is not to be reproduced, modified, adapted, published, neither translated in any material form in whole or in part nor disclosed to any third party without the prior written permission of Thales.
© THALES 201X – All rights reserved.

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9. SUPPORT ORGANIZATION - CONTACTS - ESCALATION PROCESS

9.1 Support Escalation Contacts

EMEA Owner Name Office Mobile Email

responsibility phone phone
within number number
Thales
organization

Call Local
+33(4)42 +33(4)42
center support Ggs support mailto:[email protected]
36 66 00 36 66 00
contact center

EMEA +33(4) +33(6)

Escalation Cyril
support 42 36 60 88 38 76 mailto:[email protected]
level 1 CATERNET
manager 69 53

DTS global
manager +33(4)
Bertrand
42 36 58 +33(6) mailto:[email protected]
CHARBONNIER 87 75 18
44
will be also 07

Escalation informed :
level 3 BU manager
TBD
Account
TBD
Manager
TBD
Product
Manager

THALES GROUP INTERNAL

Entity Identifier Document Identifier DTC Revision

ICD-Enterprise Code Document Identifier DTC 001
This document is not to be reproduced, modified, adapted, published, neither translated in any material form in whole or in part nor disclosed to any third party without the prior written permission of Thales.
© THALES 201X – All rights reserved.

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OTHER (third party)

Name / Title Phone number(s) mailto

Project Contacts

Thales

Name / Title Phone number(s) mailto

CUSTOMER

Name / Title Phone number(s) mailto

END OF DOCUMENT

THALES GROUP INTERNAL

Entity Identifier Document Identifier DTC Revision

ICD-Enterprise Code Document Identifier DTC 001
This document is not to be reproduced, modified, adapted, published, neither translated in any material form in whole or in part nor disclosed to any third party without the prior written permission of Thales.
© THALES 201X – All rights reserved.

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