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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />NETWORK INFRASTRUCTURE <br /> <br />Design <br />The COPLlNK Node will need to communicate with each participating agency's Records <br />Management System (RMS) over an IP routed network designed by the hosting facility's <br />Network Operations Team with the oversight and consultation of ILJAOC's Project <br />Management Team. The design incorporated then current best practices with <br />verification from Cisco and other equally qualified third parties to provide reliability, <br />security, and flexibility for future growth in traffic as new agencies are added to the <br />COPLlNK System. <br /> <br />Implementation and Maintenance <br /> <br />The network infrastructure, needed to support the COPLlNK Node, includes many <br />different types of network devices that must be configured, installed, and maintained in <br />order to ensure optimal network communication. The hosting facility will provide network <br />infrastructure maintenance and implementation support as well as coordination <br />management with each of the agencies to ensure all network components are working to <br />support the network design. <br /> <br />PERFORMANCE MONITORING & REPORTING <br /> <br />Support Level Matrix <br />During normal business hours, the City of Santa Ana will have personnel respond to <br />support issues related to the network infrastructure within one to four hours from the time <br />the issue is reported. After-hours service response time will vary depending on the <br />severity of the incident The following table outlines the support levels provided during <br />varying conditions. <br /> <br /> Regular <br /> Business <br />Level Conditions Hours After Hours <br /> Normal <br />Green All svstems stable monitorina N/A <br /> Limited outage or performance <br /> degradation; one to three sites Four-hour <br />OranCle impacted response Next Business Dav <br /> Four-hour response, <br /> More than three sites reporting One-hour with escalation after six <br />Red the same issue or outaCle response hours <br /> <br />Monitoring <br /> <br />In order to provide reliable COPLlNK service to all of the participating agencies, the <br />hosting facility will provide overall monitoring capabilities for the COPLlNK infrastructure <br />and related network infrastructure. These services should include notification of any <br />performance degradation and loss of service to the COPLlNK Node server hardware <br />and supporting local network infrastructure. Notification will be combined with the <br />Operations Center's current alerting system. This includes e-mail alerts for detectable <br />"Orange Level" events and pager alerts for detectable "Red Level" events. <br /> <br />Page 8 of 13 <br />