My WebLink
|
Help
|
About
|
Sign Out
Home
Browse
Search
CALIFORNIA DEPARTMENT OF JUSTICE (4)
Clerk
>
Contracts / Agreements
>
C
>
CALIFORNIA DEPARTMENT OF JUSTICE (4)
Metadata
Thumbnails
Annotations
Entry Properties
Last modified
4/27/2022 5:22:34 PM
Creation date
4/15/2021 10:44:13 AM
Metadata
Fields
Template:
Contracts
Company Name
CALIFORNIA DEPARTMENT OF JUSTICE
Contract #
N-2021-064
Agency
Information Technology
Expiration Date
12/31/2023
Destruction Year
2028
There are no annotations on this page.
Document management portal powered by Laserfiche WebLink 9 © 1998-2015
Laserfiche.
All rights reserved.
/
27
PDF
Print
Pages to print
Enter page numbers and/or page ranges separated by commas. For example, 1,3,5-12.
After downloading, print the document using a PDF reader (e.g. Adobe Reader).
View images
View plain text
California Department of Justice <br />Memorandum of Understanding <br />Exhibit A, Special Terms and Conditions <br />10. System and Software Maintenance: <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.ComputerOperations <br />24x7x365 <br />Operations Unit <br />(a)dol.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 />Page 3 of 5 <br />
The URL can be used to link to this page
Your browser does not support the video tag.