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California Department of Justice Memorandum of Understanding <br />City of Santa Ana <br />1. Request for Enhancement. <br />2. General Usage Questions. <br />Service Level during regular Business Hours (7 a.m. to 5 p.m,) <br />Service Level <br />Response <br />Resolution <br />Critical <br /><30 minutes <br />-;h-our <br />High <br />1 hour <br />2 hours <br />Standard <br />2 hours <br />4 hours <br />Low <br />4 hours <br />8 hours <br />Resolution means that DOJ has resolved the issue or escalated the issue appropriately to the <br />software vendor, <br />Service Level during non regular Business Hours (5;01 p.m. to 6:59 a.m.) <br />Service Level <br />I Response <br />Resolution <br />Critical <br />1 1 hour <br />2 hours <br />High <br />2 hours <br />4 hours <br />Standard <br />Next business day <br />Next maintenance window <br />Low <br />Next business day <br />Next business da <br />Resolution means that DOJ has resolved the issue or escalated the issue appropriately to the <br />software vendor. <br />If escalation path is slow or no response occurs contact one of the following: <br />James Mar <br />Jaison Ram <br />(916) 227-3176 <br />(916) 870-3888 <br />Manager <br />Supervisor, Cloud Services <br />Dept. Technology <br />Support Section <br />Services Bureau <br />Services Bureau <br />If the level of service related to a request is not satisfactory contact Nancy Johnson, <br />Data Processing Manager IV, Technology Support Bureau at Nancy.Johnson@doj.ca,gov <br />City input will be appropriately categorized and processed and a response will be <br />provided indicating the action taken. <br />Maintenance Process, System software and hardware upgrades and maintenance will <br />be routinely conducted to provide optimum reliable service performance. Scheduled <br />downtime for system maintenance will be limited to non -regular business hours; <br />however, security updates requiring immediate attention will be performed when needed. <br />During scheduled maintenance periods, users may experience temporary interruptions. <br />The City will receive an e-mail notification of scheduled maintenance activities three (3) <br />calendar days before scheduled service interruptions. The notification will include an <br />abbreviated overview of planned activities and potential service interruption. <br />DOJ/City of Santa Ana — November 2015 Page 11 of 16 <br />