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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />Reporting <br /> <br />In order to plan for future growth of the COPLlNK infrastructure to support additional <br />agencies, the hosting facility will gather utilization statistics of the COPLlNK server and <br />network hardware. These statistics will then be reported through the Operations <br />Manager to the ILJAOC Governing Board on a periodic basis so the Board may better <br />anticipate pending issues and support planning of upgrades, enhancements, and <br />expansion. <br /> <br />Monitoring and reporting should include factors such as: uptime, CPU utilization, <br />memory usage, and traffic patterns related to the network and operating systems. <br /> <br />SECURITY <br /> <br />Audits & Maintenance <br />The hosting facility will provide regular security audits of the supporting COPLlNK Node- <br />side infrastructure to check for vulnerabilities and secure them. <br /> <br />These proactive measures include regular user password changes (as supported by the <br />application), intrusion detection devices, virus protection and network security scanning, <br />as well as other safeguards suggested by the COPLlNK Node Administrators. This does <br />not include penetration testing. <br /> <br />Standards <br />A set of standards or best practices will be created by the Hosting Facility in order to <br />extend a level of security to each of the participating agency networks. Each agency will <br />then be responsible for applying these standards to their own networks. These <br />standards will include a point of contact in the event of a security incident. <br /> <br />COSA will make recommendations relating to network and node security. <br /> <br />Incident Responses <br /> <br />In cases where security (physical information or operational) has been breached, a post- <br />event analysis will be headed up by the hosting facility's Incident Response Team to <br />help understand the extent of the compromise and take appropriate action to limit future <br />compromises. This analysis will then be reviewed by the hosting facility Operations <br />Manager and should be reported to the Governing Board for review. If there is a need to <br />submit application design changes to KCC, a recommendation will then be provided to <br />the ILJAOC's Contract Manager. <br /> <br />MAINTENANCE & OUTAGE NOTIFICATION: <br /> <br />Central Point of Contact <br />In the event of a service interruption, the hosting facility will provide a Node <br />Administrator as the central point of contact to coordinate effective resolution of the <br />service interruption. <br /> <br />Page 9 of 13 <br />