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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />THE CITY OF SANTA ANA PROVIDED SERVICES <br /> <br />The City of Santa Ana will provide hosting, network, monitoring, node backup, and <br />coordination services for the COPLlNK impiementation on behalf of ILJAOC. The <br />COPLlNK application will be maintained by KCC under an extended contract through <br />June 30, 2010, and Unisys, as a subcontractor to KCC, will also provide server <br />infrastructure hardware and operating System support through June 30, 2010. As a <br />result, the City of Santa Ana is primarily responsible for hosting the application and <br />coordinating with agencies and the vendor to resolve application-related issues or <br />concerns. With respect to the network, the City of Santa Ana personnel will playa much <br />larger role. They will be the primary network designers and will coordinate the <br />installation of network components and new extensions to the network. They will <br />monitor and manage the network and serve as the primary entity responsible for <br />responding and coordinating with other entities for the restoration of service. They will <br />also make recommendations reiating to network and node security. <br /> <br />HOSTING FACILITIES <br /> <br />The ILJAOC equipment for the COPLlNK System shall all be housed in a secure facility <br />with controlled access, appropriate climate control, and standby power facilities. The <br />City of Santa Ana will address these hosting requirements and those specified below to <br />maintain the COPLlNK System for the ILJAOC. <br /> <br />Facilities Support <br /> <br />As the hosting facility, the City of Santa Ana should provide one-hour response time to <br />support power, environmental requirements (cooling and humidity), and remote hands- <br />on support to the COPLlNK Node during regular business hours. During off-hours, four- <br />hour response times should be maintained. <br /> <br />ADMINISTRATIVE SUPPORT <br /> <br />Node Administrator <br /> <br />In order to support the COPLlNK application, a hierarchical support structure will need to <br />be put into place to allow for efficient allocation of support resources and tracking of <br />issues. The hosting facility will appoint a COPLlNK Node Administrator as part of its <br />Operations Center, which will have super user control over all capabilities of the node. <br />This Node Administrator will respond to application queries from only designated Agency <br />Administrators. <br /> <br />Scheduling <br /> <br />The COPLlNK Operations Center's Node Administrator will be responsible for the <br />scheduling of all events occurring on the node, which will allow tracking the effects on <br />the System when changes occur. These events would include any maintenance and <br />modifications to current configuration, any refresh that updates scheduling, the addition <br />of agency RMS Systems and overall utilization of the server. <br /> <br />Page 7 of 13 <br />