Laserfiche WebLink
<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />Policies and Procedures <br /> <br />I LJAOC will enforce appropriate policies and procedures regarding communications <br />support requests and outage reporting as described in this document, by requiring all <br />participating agencies to agree to these processes as they obtain access to the System. <br />iLJAOC, through their procurement agency for this Project (the City of Newport Beach), <br />will also obtain KCC/Unisys compliance with these processes through the administration <br />of the KCC contract, and by participation in this Agreement. <br /> <br />Support Contacts <br />ILJAOC will implement and maintain a system of application support administrators <br />(Agency Administrators) to streamline contact with the hosting facility's IT group. <br /> <br />Security and Acceptable Use <br />iLJAOC will put in piace and mandate acceptance of appropriate use and security <br />policies as required (developed in conjunction with the hosting facility), by all user <br />agencies of the COPLlNK application. <br /> <br />Neither ILJAOC nor the City of Santa Ana may make any significant changes to the <br />security infrastructure or its configuration without notifying the Agency Administrators of <br />all participating agencies of the nature of the change. <br /> <br />Vendor Management <br />ILJAOC will dedicate a single point of contact as the Contract Manager, who will provide <br />vendor performance and contract management. This resource will be the primary <br />contact for all vendor interaction requests to allow for more accurate vendor <br />management. <br /> <br />The ILJAOC Contract Manager will coordinate with the hosting facility Operations <br />Manager and participating Agency Administrators for any contractual changes. The <br />Contract Manager will also provide updates to all participating Agency Administrators <br />and the hosting facility. <br /> <br />The ILJAOC Contract Manager will mandate that vendors and support contractors <br />maintain a current list of authorized support resources. <br /> <br />KNOWLEDGE COMPUTING CORPORATION'S AND UNISYS' <br />RESPONSIBILITIES <br /> <br />Application Support <br />KCC has been contracted through ILJAOC's procurement agency (the City of Newport <br />Beach) to provide application support for anyone with "administrator level" access. <br />Problems will be taken in through their support contact, catalogued to determine the type <br />of problem, and either a response for support will be given or, if there is a code error (a <br />bug), KCC will then work to resolve the issue through a software update. KCC will then <br />report to the customer the technical synopsis of the issue and a resolution of the issue. <br /> <br />Page 11 of 13 <br />