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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />The Node Administrator wili track event changes and provide regular e-mail status <br />updates every four hours for ali participating COPLiNK Administrators. <br /> <br />Maintenance Notification <br />In the case where maintenance wili result in a service interruption, the Operations <br />Center wili provide a means to report the service interruption with as much notification as <br />possible to affected COPLiNK Administrators. <br /> <br />Outage Notification <br />In the event of an outage, the hosting facility, through its Operations Center, will notify <br />impacted Agency Administrators of the outage as soon as practical. These notifications <br />wili be logged for later review. <br /> <br />Reporting <br />Over a period of time, a regular review of ali service interruptions wili be conducted by <br />the hosting facility in order to adequately correlate the interruptions with a common <br />cause to help reduce these interruptions in future design changes. <br /> <br />AGENCY PROVIDED SERVICES <br /> <br />Coordination of Network Support <br />Due to the geographic location and the way each of the agencies manage their network, <br />a level of support wili be needed from each agency to help maintain COPLiNK-related <br />infrastructure. Coordination with the hosting facility will be necessary in order to aliow <br />the agency to effectively communicate and exchange data with the COPLiNK Node. <br /> <br />Security <br />The participating agencies wili maintain a level of security that wili adhere to the <br />standards provided by the COPLiNK hosting facility. These standards include best <br />practices to help maintain security throughout the whole COPLiNK System. AIi user <br />agencies must be signatories to the COPLiNK Use Policy. <br /> <br />There may be times when the COPLiNK Node Administrator wili need to coordinate with <br />the Agency Administrators to manage a security incident, in which case senior <br />technician staff from the agency should be readily available. <br /> <br />ILJAOC RESPONSIBILITIES <br /> <br />Integrated Law and Justice Agency of Orange County and its related entities and <br />designees will retain ownership and control of the COPLiNK infrastructure and <br />equipment purchased as part of the RMS/CMS Sharing Project. ILJAOC wili enforce <br />policies and procedures as weli as provide overali directive support to the hosting facility <br />and participating agencies. <br /> <br />Page 10 of 13 <br />