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Home My WebLink AboutDEPARTMENT OF JUSTICE (DOJ) AND HAWKINS DATA CENTER (HDC)-2015N-2015-182 Memorandum of Understanding FOR JusticeMobile Application Services 4ft 0% %Owpy California Department of Justice, Hawkins Data Center AND City of Santa Ana FOR OFFICIAL USE ONLY November 2015 California Department of Justice City of Santa Ana Objective Memorandum of understanding This Memorandum of Understanding (MOU) ensures the mutual agreement between the California Department of Justice (DOJ) Hawkins Data Center, hereinafter referred to as HDC and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California, hereinafter referred to as City, for JusticeMobile application services to be provided by HDC to City. This document is an overview of the parties' responsibilities, services provided, and the costs involved. Representatives Representatives for the term of the contract will be: Name and Title Agency Business Address Phone/Email Ron Gonzalves Responsibilities section of this document. 20 Civic Center Plaza, 714.647.6948 Infrastructure Project Manager City M12, P.O. Box 1988, Santa Ana, CA 92702 rgonzalves@santa-ana.org Edgar Gutierrez g 20 Civic Center Plaza, 714.647.5418 Mobility Engineer City M12, P.O. Box 1988, Egutlerrez81@santa-ana.org Santa Ana, CA 92702 Jaison Ram Supervisor, Cloud Services DOJ 4949 Broadway (916) 227-0218 Support Section Sacramento, CA 95820 Jaison.Ram@doj.ca.gov Debbie Florendo Manager, Technology Oversight DOJ 4949 Broadway (916) 227-4441 Office, Departmental Technology Sacramento, CA 95820 Debbie.Florendo@doj.ca.gov Services Bureau James Mar Manager, Implementation & DOJ 4949 Broadway (916) 227-3130 Production Services Section Sacramento, CA 95820 James, Mar@doj.ca.gov Roles City Maintains and supports City mobile devices as stated in the Checkpoints and Responsibilities, City Responsibilities section of this document. Department of • Provides support as stated in the Checkpoints and Responsibilities, HDC Justice Hawkins Responsibilities section of this document. Data Center Computer Serve as the central point of contact and liaison for HDC operations, Operations network, server, security sections and City; DOJlClty of Santa Ana - November 2015 Page 2 of 16 California Department of Justice City of Santa Ana Memorandum of Understanding Scope of Agreement Background The Federal Bureau of Investigation (FBI) Criminal Justice Information Services (CJIS) Security Policy (CSP), hereinafter referred as the FBI CSP, outlines the requirements agencies need to adhere to in order to access CJIS data on mobile devices. In the spring of 2013, HDC successfully completed the deployment of mobile devices with access to CJIS data to DOJ Special Agents. Using this newly developed solution, DQJ is assisting its Law Enforcement Agency Partners (LEAPs) in being able to access CJIS data on their Agency owned devices. This service is built to suit, modular in design and available to all LEAPS in good standing. Level of Service [X] MDM Only This level of service does not include access to Criminal Justice Information and is strictly for the use of those jurisdictions wishing to take advantage of the California Department of Justice's services for Mobile Device Management. [ ] On -Premise JusticeMobile/JusticeMDM This level of service utilizes LEAP provided network components (FIPS 140-2 compliant Virtual Private Network [VPN] with Advanced Authentication) from LEAP facilities via DOJ's backbone and secure web application to deliver Criminal Justice Information to approved Agency owned mobile devices managed by DOJ's JusticeMDM. [ ] Full Service JusticeMobile/JusticeMDM This level of service utilizes DOJ provided network components (RIPS 140-2 compliant Virtual Private Network [VPN] with Advanced Authentication) from DOJ facilities via a secure web application to deliver Criminal Justice Information to approved Agency owned mobile devices managed by DOJ's JusticeMDM. [X] Add-on Service AirWatch Secure Content Locker This level of service utilizes LEAP provided network components from LEAP facilities via a secure web application to deliver LEAP internally shared data to approved Agency owned mobile devices managed. by DOJ's JusticeMDM. DOJ/City of Santa Ana — November 2015 Page 3 of 16 Technology Oversight Office (TOO) • Maintain and administer the MOU • Initiate MOU amendments and renewals Scope of Agreement Background The Federal Bureau of Investigation (FBI) Criminal Justice Information Services (CJIS) Security Policy (CSP), hereinafter referred as the FBI CSP, outlines the requirements agencies need to adhere to in order to access CJIS data on mobile devices. In the spring of 2013, HDC successfully completed the deployment of mobile devices with access to CJIS data to DOJ Special Agents. Using this newly developed solution, DQJ is assisting its Law Enforcement Agency Partners (LEAPs) in being able to access CJIS data on their Agency owned devices. This service is built to suit, modular in design and available to all LEAPS in good standing. Level of Service [X] MDM Only This level of service does not include access to Criminal Justice Information and is strictly for the use of those jurisdictions wishing to take advantage of the California Department of Justice's services for Mobile Device Management. [ ] On -Premise JusticeMobile/JusticeMDM This level of service utilizes LEAP provided network components (FIPS 140-2 compliant Virtual Private Network [VPN] with Advanced Authentication) from LEAP facilities via DOJ's backbone and secure web application to deliver Criminal Justice Information to approved Agency owned mobile devices managed by DOJ's JusticeMDM. [ ] Full Service JusticeMobile/JusticeMDM This level of service utilizes DOJ provided network components (RIPS 140-2 compliant Virtual Private Network [VPN] with Advanced Authentication) from DOJ facilities via a secure web application to deliver Criminal Justice Information to approved Agency owned mobile devices managed by DOJ's JusticeMDM. [X] Add-on Service AirWatch Secure Content Locker This level of service utilizes LEAP provided network components from LEAP facilities via a secure web application to deliver LEAP internally shared data to approved Agency owned mobile devices managed. by DOJ's JusticeMDM. DOJ/City of Santa Ana — November 2015 Page 3 of 16 California Department of Justice Memorandum of Understanding Cita of Santa Ana Application Services Agreement; HDC will provide the core support services for the MDM Service as shown in the diagram below: MUM UnlL_ C�C'iTiwr CeUF Cu 1 )Iliz ielatn ... 1 liyemH HdAn tapAa kxvecx t C:allf:ama ["iePartnienC d,UiSL!:61deRtit9Yk s JusticeMDNI - High Level Overview Ca6POmia C+?ptitiRieri{ of ,lu Sti4F Justice MDM MOU V8.1 DOJICIty of Santa Ana November 2015 Page 4 of 16 California Department of Justice Citv of Santa Ana Memorandum of Understanding 'b90 oY IMK v}Mpn"Iu.uNSat(F,T. J,}a a+luueSlYwI m. HIM wlt'. I,Ild Ic'MifiPlq.yP[rR bSOkN +npillhv itET4npmn511Agn5utprm "' .I - ,IBfw kr I+HfI Mr Ju O<bifl+ N CAIP IA19 � c �� D nn(an_I _M•WR rtnwl� bC � ae�ew MDM Yrn+r �' (;a(17r YYI19 ..�j,aninent (+F .III App: r� PJ9iV+gYl% itpfm LFA Poll f l l6?I afdk Far tul I UI.=Cbnn33CtIQfi On -premises JusticeMo bile with JUsticeMC7M — High Level Overview Callthrffia Depolrnrlont of JU>o=:+^ Justice MDM MQU V3.1 DQJ(City of Santa Ana — November 2015 Page 6 of 16 10 IIITFAN4 xcs9uaws rA -L fi'1V _ fEnPartrvcr lnkrnH Rader LFA Poll f l l6?I afdk Far tul I UI.=Cbnn33CtIQfi On -premises JusticeMo bile with JUsticeMC7M — High Level Overview Callthrffia Depolrnrlont of JU>o=:+^ Justice MDM MQU V3.1 DQJ(City of Santa Ana — November 2015 Page 6 of 16 10 IIITFAN4 xcs9uaws California Department of Justice Memorandum of Understanding City of Santa Ana Full Service JusticeMobile/JusticeMDM OF` e DW EK7 C-19fWV-TunnAl to -"tranet--- — ------- - FIF' as 00i a.m. A ,Full Service JusticeMobile — High Level Overview Checkpoints and Responsibilities City and HDC will review HDC's performance and discuss other issues related to service planning. During these reviews, the City is obligated to present any changes in the workload requirements and to report on any changes in the service quality or delivery. In addition, HDC is obligated to advise the City of any changes which will affect; service quality, ability to meet the workload requirements of client agencies and/or variances in schedules or cost, The City is obligated to contact Computer Operations when reporting any problems with JusticelMobile/JusticeIVIDIVII solution (see System and Software Maintenance section for contact information). Changes in workload projections, equipment configurations, application configuration, service changes, or additional clients may increase charges and require a modification of this VIOU. Justice MOM MOU V3,1 DOJ/City of Santa Ana - November 2015 Page 6 of 16 California Department of Justice Citv of Santa Ana City Responsibilities: Memorandum of Understanding • Provision and manage City users within the MDM solution. • Provision City mobile devices with MDM solution. • Provide troubleshooting and technical support for City mobile devices. • Manage Mobile Device Policies on all City mobile devices. Ensure Policy compliance with CJIS Security Policy on all devices that will access CJIS data as stated in the Rules of Behavior section of this document. • Maintain applications in the City Application Store • Manage deployment of policies, configuration and applications to City mobile devices. • Manage accounts and licenses for City instance using the MDM Console. • Request number of Clients/devices on an annual basis as part of the MOU renewal, which should commence 90 days prior to expiration annually. • The City will reconcile licenses being used annually. • Agency CLETS Coordinator (ACC) submits a Terminal Access Request Form (TARF). HDC Responsibilities: JusticeMDM only and On -premises JusticeMobile • Install, configure, monitor and maintain physical server hardware located at DOJ facilities. • Install, configure, and monitor virtual server instance(s) running on hardware at DOJ facilities. • Provide Simple Mail Transport Protocol (SMTP) service for the MDM instance for routine MDM email traffic. • The Computer Operations shall serve as the central point of contact and liaison for HDC operations, network, server, password issues and security sections. • Provide server and network support to authorized subscribing agency's administrators during regular business hours 7:00 a.m. to 5:00 p.m. (Pacific Time) Monday through Friday excluding holidays and provide afterhours call back services for support of MDM infrastructure and services. • Maintain licensing for subscribing agency. • Maintain separate MDM instance of subscribing LEAP for security. • Purchase and provide MDM licenses as stated in the HDC Service and Software Support Costs table to Client during the term of the MOU. • Provide involce(s) for the MDM licenses to City. • Provide annual IT Security Review of Service. • Provide VM Server licensing for two VM's each at HDC Main Data Center and DR location. • Create and maintain Apple Push Notification Service certificates for agencies. Full Service JusticeMobile/JusticeMDM In addition to responsibilities under JusticeMDM only and On -premises JusticeMobile: Provide a PIPS 140-2 compliant connection with Advanced Authentication, Justice MDM MOU V3.1 DOJ/City of Santa Ana — November 2015 Page 7 of 16 California Department of Justice Citv of Santa Ana • Create and maintain Advanced Authentication system users. Memorandum of understanding Add-on Service AirWatch Secure Content Locker • In addition to responsibilities under JusticeMDM only and On -premises JusticeMobile Assist in the set up and installation of AirWatch Cloud Connector and AirWatch MAG servers. • Assist in initial set up of repositories in the AirWatch Console. Term • The MOU term will commence on January 1, 2016 and expire on December 30, 2016, The MOU will be reviewed, by both the City and HDC, as a means to renegotiate or renew the MOU. Please note, any additional discounts and/or decreases in costs obtained from software contract renewals will be reflected when the MOU agreement is renewed. This Agreement may be amended by mutual consent of both parties. HDC Services and Software Support Costs Costs for JusticeMDM Only and On -premises JusticeMobile/JusticeMnm. Costs for Full Service JusticeMobile/JusticeMDM Cost per Description Quantity Device Total License* MDM License(s) Including maintenance and associated hardware costs for each year 300 $28.00 $8,400 Total N/A $38.00 $8,400 *Software license and maintenance cost can fluctuate therefore $28 has been estimated). An annual Security N/A $38.00 N/A Review of system setup and configuration Is provided at no charge. Costs for Full Service JusticeMobile/JusticeMDM DOJ/City of Santa Ana — November 2015 Page 8 of 16 Cost per Description Quantity Device Total License* Virtual Private Networking/Advanced Authentication/MDM License(s) including maintenance and associated hardware costs for N/A $38.00 N/A each year Total N/A $38.00 N/A *Software license and maintenance cost can fluctuate therefore $38 has been estimated). An annual Security Review of system setup and configuration is provided at no charge, DOJ/City of Santa Ana — November 2015 Page 8 of 16 California Department of Justice Memorandum of Understanding Costs for Add-on Service AirWatch Secure Quantity Cost per Device Total Content Locker Description License* AirWatch Secure Content Locker License(s) including maintenance and associated hardware 100 $28.00 $2,800 costs for each year Total $2,800 Grand Total (MDM ONLY, FULL MDM, AND XXX $11,200 SECURE LOCKER) PER YEAR *Software license and maintenance cost can fluctuate therefore $28 has been estimated). An annual Security Review of system setup and configuration is provided at no char e. Custom and additional services are available upon request, The cost of these additional services will be determined on an Individual basis. To obtain additional services, City will submit a written request to the JusticeMobile@doj.ca.gov. City can increase the number of licenses at any time during the MOU term by submitting a written request to TOO at Technology.Oversight@doj.ca.gov with a copy to: aison.ram do'.ca. ov and justicemobile@doj.ca.gov. DOXCity of Santa Ana , November 2015 Page 9 of 16 California Department of Justice Citv of Santa Ana System and Software Maintenance Hours of Operation: Memorandum of Understanding DOJ systems are monitored 24x7x365. DOJ staffs a 24x7x365 Operations Center for support. Contact Phone Email BusinessHours Computer Operations (916) 227-3000 11 Comtaro'2ratior18C16 I �Lo_v 24x7x365 support Service Level Agreement The Service Level Agreement (SLA) outlines the response and resolution times agreed upon by DOJ and the City per the criticality defined below: Critical 1. A problem that severely impacts the use of JusticeMobile/JusticelvIDM software in the production environment, 2. The production system is down or unusable as a result of a problem, 3. A degraded mode of operation is not available or acceptable. 4. Problem causes mission -critical impact on customer's operation with no acceptable workaround or functionality to perform tasks essential to customer operations, High 1. A problem where the JusticeMobile/JusticeIVIDIA software is functioning, but production environment usage is reduced. 2. System is up and running and the problem causes moderate or limited impact while most business operations remain functional, 3. Service is necessary, but an immediate resolution is not essential, 4. The problem is important to long-term productivity but not causing an immediate work stoppage. 5, A workaround may exist. Standard 1. A problem with JusticeMobile/JusticeIVIDIM that does not have significant impact to the customer's business operations, Z The software continues to function. 3. A workaround may exist. 4. Low impact on the ability for the software to provide full functionality, 5, Annoyances or issues that can be repaired during standard planned maintenance windows. Low Justice JVI D M _MQU V3.1 DOXCIty of Santa Ana — November 2015 Page 10ofj6 California Department of Justice Memorandum of Understanding City of Santa Ana 1. Request for Enhancement. 2. General Usage Questions. Service Level during regular Business Hours (7 a.m. to 5 p.m,) Service Level Response Resolution Critical <30 minutes -;h-our High 1 hour 2 hours Standard 2 hours 4 hours Low 4 hours 8 hours Resolution means that DOJ has resolved the issue or escalated the issue appropriately to the software vendor, Service Level during non regular Business Hours (5;01 p.m. to 6:59 a.m.) Service Level I Response Resolution Critical 1 1 hour 2 hours High 2 hours 4 hours Standard Next business day Next maintenance window Low Next business day Next business da Resolution means that DOJ has resolved the issue or escalated the issue appropriately to the software vendor. If escalation path is slow or no response occurs contact one of the following: James Mar Jaison Ram (916) 227-3176 (916) 870-3888 Manager Supervisor, Cloud Services Dept. Technology Support Section Services Bureau Services Bureau If the level of service related to a request is not satisfactory contact Nancy Johnson, Data Processing Manager IV, Technology Support Bureau at Nancy.Johnson@doj.ca,gov City input will be appropriately categorized and processed and a response will be provided indicating the action taken. Maintenance Process, System software and hardware upgrades and maintenance will be routinely conducted to provide optimum reliable service performance. Scheduled downtime for system maintenance will be limited to non -regular business hours; however, security updates requiring immediate attention will be performed when needed. During scheduled maintenance periods, users may experience temporary interruptions. The City will receive an e-mail notification of scheduled maintenance activities three (3) calendar days before scheduled service interruptions. The notification will include an abbreviated overview of planned activities and potential service interruption. DOJ/City of Santa Ana — November 2015 Page 11 of 16 California Department of Justice Memorandum of Understanding • Scheduled, non -emergency downtime. System maintenance will be limited to non - regular business hours. The City will receive an e-mail notification of scheduled maintenance activities three (3) calendar days prior to scheduled service interruptions. The notification will include an abbreviated overview of planned activities and potential service interruption. Unscheduled, emergency downtime. Unscheduled system maintenance will be conducted only when a system component has failed without warning, or the operational integrity or system security is faced with an immediate failure. If possible, the City will receive an e-mail announcement of unscheduled emergency maintenance activities prior to the unscheduled service interruption. The notification will include an abbreviated overview of planned activities and potential service interruption. • Change Management Process. Each agency agrees to notify the other agency in advance of any technical or system changes that will affect the JusticeMobile/JusticeMDM system or access to the system. This includes any scheduled maintenance periods, or emergency maintenance; disconnection or suspension of the service by either agency party; modifications to agreed upon configurations or outages. Contacts for such notification are listed in the Representatives section. • Disaster Recovery Process. In the event of a major service disruption or major catastrophic event, each agency agrees to coordinate the recovery of their system with each other to meet the recovery time objective for the system or service. DOJ will address the JusticeMobile/JusticeMDM service after all DOJ systems have been addressed. DOJ/City of Santa Ana — November 2015 Page 12 of 16 California Department of Justice City of Santa Ana Payment Method Memorandum of Understanding City agrees to pay HDC for services thirty (30) days upon receipt of a DOJ invoice for the services and license(s) described in the HDC Services and Software Support Costs table. Send all requests for purchases, invoicing and general questions related to this MOU to: Department of Justice Technology Oversight Office Attention; Debbie Florendo 4949 Broadway, Room D-227 Sacramento, CA 95820 Or email to: Technoio .Oversi ht ct�dc'.ca. ov All invoices should be billed to/mailed to the following address: City of Santa Ana 20 Civic Center Plaza, M12 P.O. Box 1988 Santa Ana, CA 92702 ATTN: Ron Gonzalves (Information Services Division) Security Considerations for JusticeMobile Agencies • Encryption Requirements The security of the CJIS information being passed on these mobile devices is protected through the use of Federal Information Processing Standards (FIPS) 140-2 approved encryption mechanisms both in transit and at -rest. Individual users will connect to the data as defined in the MOU. Mobile Device Security Patches City will keep the software and operating systems on mobile devices updated with the latest supported versions in accordance with CSP. MDM Security JusticeMDM comes preset with minimum policy sets to meet requirements for Data Loss Prevention, Malicious Code Prevention and Passcode Protection for JusticeMobile users. City agrees to not disable these protections and policies. LEAP's have the ability to modify the protections and policies to add additional restrictions to the devices to meet Agency's own security requirements. • Non Government Owned Devices Justice MEM MOU V3.1 DOJ/City of Santa Ana — November 2015 Page 13 of 16 California Department of Justice City of Santa Ana Memorandum of Understanding Mobile device must be owned and managed by a Government entity to connect with JusticeMobile. Advanced Authentication Requirement CJIS information on mobile devices must be protected with Advanced Authentication. Currently, advance authentication must be provided at the VPN gateway, prior to accessing any CJIS information. Formal Security and Privacy Policy Policy documents that govern the protection of the information included within this MOU are contained in the FBI Criminal Justice Information System (CJIS) Security Policy, August 2013, Ver, 5.2. This document is located at the following URL: tga.'/—/-w--w—w—fb—!.,qo—v—/a—b—ou—t--u--s/c'Lis—i—cji,;--security-policy-resource-center/view - under Publications, Security Incident Reporting, CA DOJ must be notified immediately of the loss or theft of a mobile device. Agencies shall immediately notify CA DQJ1 of security incidents or data breaches, This information will be reported to CA DOJ on the CLETS IT Security Incident Response Form (reference Exhibit M for instructions) and email or call to CA DOJ Computer Operations. • CAL DOJ Security Incident Reporting contacts: Computer Operations (916) 227-3000 Audits Periodic unannounced site inspections and scheduled audits may be performed by the CA DOJ or the FBI to ensure compliance with CA DOJ/FBI policies and regulations. Authorized personnel performing inspections or audits shall have access to review and/or inspect case files and any records identified in the inspection/audit process, excluding active investigations or cases. The agency being inspected shall produce such records, Notifications Technical staff will immediately notify their designated counterparts by telephone and e- mail when a security incident(s) is detected, so the other party may take steps to determine whether its system has been compromised and to take appropriate security precautions. The system owner will receive formal notification in writing within five (5) business days after detection of the incident(s), Contacts for such notification are listed in the Representatives section, Justice MUM Mou V3A - DOXCIty of Santa Aria — November 2416 Page 14 of 16 California Department of Justice Citv of Santa Ana Rules of Behavior Memorandum of Understanding All agency systems and users are expected to protect DOJ's Law Enforcement Network and associated information, in accordance with the Privacy Act and Trade Secrets Act (18 U.S. Code 1905), the Unauthorized Access Act (18 U.S. Code 2701 and 2710), the California Information Practices Act of 1977 (Civil Code 1798), and the State Administrative Manual Chapter 5300 — 5399. Issue Resolution Procedure If the City or HDC has a concern regarding the services, deliverables, invoicing, or MOU terms and conditions which cannot be informally resolved, City or HDC will document their concern and advise the corresponding representative. Once an issue has been identified, meeting will take place within thirty (30) calendar days, between the City and the HDC to discuss and resolve the issue. If an agreement cannot be reached, all information pertaining to the issue shall be elevated to the Executive Management of City and HDC. Francisco Gutierrez, Executive Director, Finance Nancy Johnson, Data Processing Manager IV, Technology Support Bureau In the event of an unresolved issue, City and HDC agree that they will continue to carry out all their MOU responsibilities that are not affected by the issue. Termination City or HDC may terminate this agreement, upon giving the other agency at least ninety (90) calendar days written notice prior to the effective date of such termination, which date shall be specified in such notice. Early termination of the MOU will result in the forfeiture of fees paid through the end of MOU agreement term. IN WITNESS WHEREOF, the parties hereto have executed this Agreement on the day and year as indicated: Adrian arley Chief Information Officer Date Department Justice Jof5t0orpfnic, Director Depart(hent of Justice, California Justice Information Services Division Justice MDM MOU V3.1 DOJ/Clty of Santa Ana — November 2015 Page 15 of 16 California Department of Justice City of Santa Ana David Harper, Assistant Director Division of Administrative Sqpport Budget Office Todd Ibbotson, CJS lnformatiorl-Sel36rity Officer Department of Justice David Cavazos, City Mans City of Santa Ana ATTEST: Maria D. Hui7.ar, Clerk off` ouncil City of Santa, Ana APPROVED AS TO FORM: jn ,M City A ... R-u-rr-ie-y' I Santa Justice MOM MOU VII DOJ/City of Santa Ana — November 2015 Page 16 of 16 Memorandum of Understanding Date 6 3 ( 2, A,-�r Date Date ) � ■ /\ wo 217 0 \L) � UEMMM ON