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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />OVERVIEW OF SERVICES <br /> <br /> <br />Service <br /> <br />Hostin Facilities <br />Administrative <br />Su ort <br />Network <br />Infrastructure <br /> <br />Network Desi n <br />Server Hardware <br />Server Operating <br />System <br /> <br />Database <br />Software <br />Operating <br />Systems <br />Administration <br />Web Application <br />Administration <br /> <br />Database <br />Administration <br /> <br />Trainin <br /> <br />End User Su ort <br />Performance <br />Monitoring and <br />Re ortin <br /> <br />Node Security <br />Audits <br /> <br />Disaster Recove <br />Backup & <br />Recovery <br />o erations <br /> <br />Backup & <br />Recove Su ort <br /> <br />Service <br />Owner <br /> <br />SAPO <br /> <br />SAPO <br /> <br />CO SA <br /> <br />CO SA <br />Un is s <br /> <br /> <br /> <br />CO SA <br /> <br />KCC <br /> <br />KCC <br /> <br />COSA <br /> <br />COSA/ <br />Agency <br />Admin <br /> <br />KCC <br /> <br />KCC <br /> <br />COSA <br /> <br />Oeseri tion <br />Provide the physical location and environment to host the servers <br />and network e ui ment <br /> <br />Provide coordination schedulin <br /> <br /> <br />Res onsible for node side network e ui ment and confi urations <br />Responsible for the design and security of the infrastructure used <br />to trans ort data <br />Handle an and all server and stora e hardware issues <br />Responsible for all OS-related troubleshooting and patching, <br />including monthly Microsoft patching and security-related <br />confi urations <br />Responsible for <br />atchin ,includin <br /> <br /> <br />database-related troubleshooting and <br />and securit -related confi uration <br /> <br />Maintain all user rights and System hardening/security for the <br />network and server 0 eratin s stems <br />Ensure proper operation of application and user administration of <br />the a Iication; erform a lication atchin and u dates <br />Monitor and manage the performance and resource utilization of <br />the database(s) integral to and supporting the COPLlNK <br />a Iication <br />Initial training is provided by KCC through their contract with <br />ILJAOC; following initial training, agencies are responsible for <br />trainin their users <br />Train and support end users; first level of troubleshooting for all <br />a encies <br /> <br />Monitor for System faults and interruptions in service and report <br />network and 0 eratin S stem usa e statistics <br />COSA is responsible for COPLlNK Node-side security auditing; <br />individual agencies are responsible for maintaining security of the <br />application at their sites and performing periodic audits of their <br />usa e records <br />Develop procedures to respond to events ranging from serious to <br />catastro hie im actin the COPLlNK Node or S stem <br />Develop a backup process, including backup hardware, data <br />backup and storage plan, node restoration procedures, and <br />coordinate the eriodic testin of this rocedure <br />Provide backup software to support the backup process provided <br />by KCC. Perform backup media administration duties, including <br />oft-site storage, media recovery duties, including recall of from <br />oftsite stora e and data extractin from stora e media. <br /> <br />Page 6 of 13 <br />