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City of Santa Ana Website Maintenance and Support Services <br />• 8gb RAM minimum per server <br />• 100gb disk space <br />• 4 core CPU <br />File Storage (NAS, 3S, etc) <br />• 1tb of space recommended with redundancy <br />Firewall <br />• Full service, programmable firewall with DDOS capabilities and IP-, port - <br />and geo-filtering capabilities. <br />Load Balancer <br />• Ability to balance traffic based on load and availability <br />• If not on a redundant infrastructure, load balancing across networks <br />2. Development/Staging Environment <br />HTML/Drupal Servers (1 recommended) <br />• Linux -based OS (Centos or RHEL to match production) <br />8gb RAM minimum per server <br />• 100gb disk space <br />• 2 core CPU <br />E. SERVICE LEVEL AGREEMENT <br />360 will provide the following service levels (SLA). <br />Website Monitoring <br />a. The website will be monitored for HTTP and MySQL (database) responsiveness on <br />an automated 24 hour basis. <br />b. Responses that fall outside of the response time bracket (average response time x <br />1.5) will be sent to on-call 360 staff for review within 30 minutes. Escalation action <br />will be taken within 2 hours depending on conclusions. <br />C. Response "fail' codes (website non-responsive) will be sent to on-call 360 staff and <br />360 will test, review and access the site for repair within 30 minutes. If the site <br />issues are software related, 360 will work to resolve the issue and provide a status <br />within 2 hours of identification of error. <br />d. If website "fail" code is related to hardware, 360 will contact the City or hosting <br />service staff to identify and escalate issues. <br />e. For 360 -Hosting service, the SLA agreement for uptime is 99.9%. <br />2. Website Maintenance <br />a. Non-critical updates for OS and Drupal will be reviewed within 1 week of <br />identification of upgrades and applied as necessary within that time period. This <br />will allow for testing on the development environment to ensure compatibility with <br />Scope of Work <br />25E-31 <br />