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California Department of Justice <br />Memorandum of Understanding <br />Exhibit A, Special Terms and Conditions <br />Low <br />1. Request for Enhancement. <br />2. General Usage Questions. <br />Service Level during regular Business Hours (7 a.m. to 5 p.m.) <br />Service Level <br />Response <br />Resolution <br />Critical <br /><30 minutes <br />1 hour <br />High <br />1 hour <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 durinq non-reqular 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 day <br />Resolution means that DOJ has resolved the issue, escalated the issue <br />appropriately to the software vendor, or provided a response to re uestor. <br />If escalation path is slow or no response occurs contact one of the following: <br />Jason Collins <br />(916)210-5055 <br />Supervisor <br />Enterprise Information Systems Unit <br />Technology Support Bureau <br />Chris Cademarti <br />(916) 216-5221 <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 Joe Adkins, <br />Director, Technology Services Bureau at Joe.Adkins@doj.ca.gov. Agency input will <br />be appropriately categorized and processed and a response will be provided <br />indicating the action 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 Agency will receive an e-mail notification of scheduled <br />maintenance activities three (3) calendar days before scheduled service <br />interruptions. The notification will include an abbreviated overview of planned <br />activities and potential service interruption. <br />Page 4 of 5 <br />