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California Department of Justice <br />Citv of Santa Ana <br />System and Software Maintenance <br />Hours of Operation: <br />Memorandum of Understanding <br />DOJ systems are monitored 24x7x365. DOJ staffs a 24x7x365 Operations Center for <br />support. <br />Contact <br />Phone <br />Email <br />BusinessHours <br />Computer Operations <br />(916) 227-3000 <br />11 Comtaro'2ratior18C16 I <br />�Lo_v <br />24x7x365 support <br />Service Level Agreement The Service Level Agreement (SLA) outlines the response <br />and resolution times agreed upon by DOJ and the City per the criticality defined below: <br />Critical <br />1. A problem that severely impacts the use of JusticeMobile/JusticelvIDM software in <br />the production environment, <br />2. The production system is down or unusable as a result of a problem, <br />3. A degraded mode of operation is not available or acceptable. <br />4. Problem causes mission -critical impact on customer's operation with no <br />acceptable workaround or functionality to perform tasks essential to customer <br />operations, <br />High <br />1. A problem where the JusticeMobile/JusticeIVIDIA software is functioning, but <br />production environment usage is reduced. <br />2. System is up and running and the problem causes moderate or limited impact <br />while most business operations remain functional, <br />3. Service is necessary, but an immediate resolution is not essential, <br />4. The problem is important to long-term productivity but not causing an immediate <br />work stoppage. <br />5, A workaround may exist. <br />Standard <br />1. A problem with JusticeMobile/JusticeIVIDIM that does not have significant impact to <br />the customer's business operations, <br />Z The software continues to function. <br />3. A workaround may exist. <br />4. Low impact on the ability for the software to provide full functionality, <br />5, Annoyances or issues that can be repaired during standard planned maintenance <br />windows. <br />Low <br />Justice JVI D M _MQU V3.1 <br />DOXCIty of Santa Ana — November 2015 Page 10ofj6 <br />