Laserfiche WebLink
California Department of Justice <br />Memorandum of Understanding <br />Exhibit A Special Terms and Conditions <br />Service Level <br />Response <br />Resolution <br />Critical <br /><30 minutes <br />1 hour <br />Hi h <br />1 hour <br />_ <br />2 hours <br />Standard <br />2 hours <br />4 hours <br />Low <br />4 hours <br />8 hours <br />Resolution means that DOJ has resolved the issue or escalated the issue <br />appropriately to the software vendor. <br />Service Level during non -regular Business Hours (5:01 p.m, to 6:59 a.m.) <br />Service Level <br />—Response <br />Resolution <br />Critical <br />1 hour <br />2 hours <br />High <br />2 hours <br />4 hours <br />Standard <br />Next business day <br />Next maintenance <br />window <br />Low <br />Next business day <br />Next business da <br />Resolution means that DOJ has resolved the issue, escalated the issue <br />appropriatel 4oy the software vendor, or provided a responseto requestor. <br />If escalation path is slow or no response occurs contact one of the following: <br />Kelli Luther <br />(916)210-5063 <br />Supervisor <br />Enterprise Information Systems Unit <br />Technology Support Bureau <br />Chris Cademarti <br />(916)210-5221 <br />Manager <br />Services Support & Cloud <br />Infrastructure Section <br />Technology Support Bureau <br />If the level of service related to a request is not satisfactory contact Nancy Johnson, <br />Information Technology Manager II, Strategic Transport & Technology Services <br />Branch at Nancy.Johnson@doj.ca.gov. Agency input will be appropriately <br />categorized and processed and a response will be provided indicating the action <br />taken. <br />Maintenance Process. System software and hardware upgrades and maintenance <br />will be routinely conducted to provide optimum reliable service performance. <br />Scheduled downtime for system maintenance will be limited to non -regular business <br />hours; however, security updates requiring immediate attention will be performed <br />when needed. During scheduled maintenance periods, users may experience <br />temporary interruptions. The (Insert Agency Acronym] will receive an e-mail <br />notification of scheduled maintenance activities three (3) calendar days before <br />scheduled service interruptions. The notification will include an abbreviated overview <br />of planned activities and potential service interruption. <br />Revised 611412098 <br />Page 4 of 5 <br />