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Department of Justice (DOJ) <br />Special Terms and Conditions <br />Service Level during regular Business Hours (7 a.m. to 5 p.m.) <br />Exhibit C <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 appropriately to <br />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 day <br />Resolution means that DOJ has resolved the issue, escalated the issue appropriately to the <br />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 />Chris Cademarti <br />(916)210-5055 <br />(916)210-5221 <br />Supervisor <br />Director <br />Enterprise In Systems Unit <br />Technology Support Bureau <br />Technology Support Bureau <br />If the level of service related to a request is not satisfactory contact Chris Cademarti, Director, <br />Technology Support Bureau at Chris.Cademarti@doj.ca.gov. Agency input will be appropriately <br />categorized and processed and a response will be provided indicating the action taken. <br />Maintenance Process <br />System software and hardware upgrades and maintenance will be routinely conducted to provide <br />optimum reliable service performance. Scheduled downtime for system maintenance will be <br />limited to non -regular business hours; however, security updates requiring immediate attention <br />will be performed when needed. During scheduled maintenance pedods, users may experience <br />temporary interruptions. The Agency will receive an e-mail notification of scheduled maintenance <br />activities three (3) calendar days before scheduled service interruptions. The notification will <br />include an abbreviated overview of planned activities and potential service interruption. <br />Scheduled, non -emergency downtime <br />System maintenance will be limited to non -regular business hours. The Agency will receive an e- <br />mail notification of scheduled maintenance activities three (3) calendar days prior to scheduled <br />service interruptions. The notification will include an abbreviated overview of planned activities <br />and potential service interruption. <br />Unscheduled, emergency downtime <br />Page 4 of 5 <br />