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California Department of Justice <br />10. System and Software Maintenance: <br />Memorandum of Understanding <br />Exhibit A, Special Terms and Conditions <br />Hours of Operation: <br />DOJ systems are monitored 24x7x365 by the DOJ Computer Operations Unit <br />Contact <br />Phone <br />Email <br />Business <br />Hours <br />DOJ Computer <br />(916) 227-3000 <br />HDC.ComouterOperations <br />24x7x365 <br />Operations Unit <br />(a)doi.ca.gov <br />support <br />• Service Level Agreement The Service Level Agreement (SLA) outlines the <br />response and resolution times agreed upon by DOJ and the [Insert Agency <br />Acronym] per the criticality defined below: <br />Critical <br />1. A problem that severely impacts the use of JusticeMDM software in the <br />production environment. <br />2. The production system is down or unusable as a result of a problem. <br />3. A degraded mode of operation is not available or acceptable. <br />4. Problem causes mission -critical impact on customer's operation with no <br />acceptable workaround or functionality to perform tasks essential to customer <br />operations. <br />High <br />1. A problem where the JusticeMDM software is functioning, but production <br />environment usage is'reduced. <br />2. System is up and running and the problem causes moderate or limited impact <br />while most business operations remain functional. <br />3. Service is necessary, but an immediate resolution is not essential. <br />4. The problem is important to long-term productivity but not causing an <br />immediate work stoppage. <br />5. A workaround may exist. <br />Standard <br />1. A problem with JusticeMDM that does not have significant impact to the <br />customer's business operations. <br />2. The software continues to function. <br />3. A workaround may exist. <br />4. Low impact on the ability for the software to provide full functionality. <br />5. Annoyances or issues that can be repaired during standard planned <br />maintenance windows. <br />Revised 02Y13241204g <br />Page 3 of 5 <br />