AOC-Service Level Agreement
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Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 1 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division Table of Contents 1. Purpose ................................................................................................ 2 2. Scope of services ................................................................................. 2 3. Performance goals ............................................................................... 3 4. Performance measures ........................................................................ 4 5. Constraints ........................................................................................... 5 6. Maintenance schedules ........................................................................ 5 7. Equipment ............................................................................................ 5 8. Equipment Support and Maintenance ................................................... 5 9. Software ............................................................................................... 6 10. Software Support and Maintenance...................................................... 6 11. Technical Support ................................................................................ 6 12. Authority of Presiding Judge ................................................................. 6 13. Cost ...................................................................................................... 7 14. Security/Electronic Communications .................................................... 7 15. Reproduction ........................................................................................ 7 16. Termination .......................................................................................... 7 17. Terms of Agreement ............................................................................. 8 18. Approval ............................................................................................... 8 Addendum A: Equipment ............................................................................ 9 Addendum B: Software ............................................................................... 9 Addendum C: Costs .................................................................................... 9 Addendum D: Agreement For Connection of Outside Sources ................. 10 Addendum E: Acknowledgement of User Policies .................................... 10 Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 2 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division 1. Purpose This agreement is entered into by and between the Arizona Supreme Court, Administrative Office of the Courts, Information Technology Division, herein referred to as “AOC/ITD” and Local Site Name, herein referred to as “Local Site” and outlines the service level roles, responsibilities, and objectives of both parties in regards to the automation project indicated below. Whereas, the AOC/ITD is responsible for the automation of court management processes and procedures, including hardware, software, communications support, installation, and maintenance, and has established a plan called the Arizona Court Automation Project (ACAP) and Whereas, the Local Site desires to participate in the ACAP project under the terms and conditions established by this Agreement. 2. Scope of Services AOC/ITD supports the day-to-day operations of the Arizona Court System through the maintenance and support of all Court and Probation Management software applications, current Windows operating systems, and the Microsoft Office suite. AOC/ITD will also provide and support all hardware (PCs, printers, routers, hubs, etc.) to accomplish this automation. Service offerings include: x Systems Operations Access to, operation of, and support for a data processing environment for all AOC systems x Equipment Will provide hardware and support for all AOC PCs and AOC-owned printers. Local Site equipment is described in Addendum A. x Software Will provide software and support for all AOC-sponsored applications. Local Site software is described in Addendum B. x Backups Regular server and application backups will be performed. x Recovery Data recovery, when required, will be completed in accordance with established AOC/ITD processes and procedures. x Infrastructure Will provide connectivity and support to local and wide-area data communication networks. x Asset Management Using Microsoft System Center, the AOC/ITD will be responsible for the remote asset inventory of all AOC-owned PCs or printers. This will include both the hardware inventory and software inventory for each PC Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 3 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division x Project Management and Consulting Provides expertise and consultation on capacity and infrastructure needs, when necessary. x Problem Management The AOC/ITD Problem Management process will be utilized for the management and tracking of all reported problems for any of the categories of service offerings listed above. All problems must be reported to the AOC Support Center (see Section 11 - Technical Support - for more information). x AOC Support Center - Provides first-level operational support for: x All AOC mid-range system applications x All AOC client/server applications x All LAN, WAN, and AOC-supported file servers x All AOC-supported desktop software applications x All Intranet queries x All Internet queries x All general technology inquiries x The AOC Support Center - Is also responsible for: x Processing scheduled/planned work requests x Communicating to all affected users regarding emergency and routine system maintenance outages x Processing user profile create/modify/delete requests x Managing passwords x Logging all calls received into the Incident Management request system x Managing timely customer responsiveness and resolution x Managing compliance with this SLA and resolution timeframes detailed in Section 3, Performance Goals x Field Support – Provides second-level technical assistance, including installation and support of AOC-approved hardware and software. x Other AOC Second and Third-Level Support Groups – Provide additional application software and/or operational support, when necessary. Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 4 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division 3. Performance Goals The following are the problem severity codes and associated customer communication and problem resolution time frames used by the AOC Support Center, AOC/ITD, and other AOC divisions for prioritizing and resolving all support calls. AOC Support Center personnel, or appropriate second/third-level support personnel at AOC, will make every effort to communicate back to the customer and resolve problems within these time frames, with at least 90% compliance during business hours. Severity Code Severity Description Response to Customer Maximum Resolution Time 1 (Urgent) The system, network, or prime business application is inoperable for all users Within thirty (30) minutes of initial contact and every hour until resolution Eight (8) hours (one business day) 2 (High) The system, network, or prime business application is inoperable for one or more, but not all, users Within one (1) hour of initial contact and every two (2) hours until resolution Sixteen (16) hours (two business days) 3 (Medium) x The user is experiencing a functional error x General information and/or training in a specific area is required x Installation of existing software already located in Microsoft System Center Within four (4) hours of initial contact Twenty-four (24) hours (three business days) 4 (Low) x The system is functioning according to design and problem can only be resolved by an application system modification (these issues will need to be evaluated to determine prioritization and funding requirements) x Purchasing requests x Special projects and consulting services x User profile requests x Installation of new hardware and/or software Within eight (8) hours of initial contact Ten (10) business days for new hardware or software install requests No specified time for enhancement requests or special projects, as these will vary depending on scope, requirements, and resources 4. Performance Measures Compliance reports for a specific business unit or customer may be prepared upon request. Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 5 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division 5. Constraints x If networking or system integration is maintained locally, local IT or designated personnel will comply with all relative problem resolution timeframes listed in Section 3. Follow up to the AOC Support Center will be accomplished in the timeframes/intervals listed in Section 3. x Any connections to AJIN without prior approval from the AOC are in violation of this Agreement and may result in immediate removal of all services described in this document and termination of this Agreement. x Addendum D, Agreement for Connection of Outside Sources, must be completed and attached to this Agreement if networking or system integration is maintained locally. x When IT support is requested (not the problem management process listed above), the AOC is under no obligation to meet the service levels detailed in Section 3, Performance Goals. 6. Maintenance Schedules x Systems and/or Network may be unavailable for routine maintenance every third Sunday of the month beginning at 10:00 p.m. through the following Monday at 6:00 a.m. x Systems and/or Network may be unavailable, as necessary, with at least 30 minutes notice to all affected users, to resolve critical, urgent problems. 7. Equipment x The AOC shall initially provide the equipment described in Attachment A. Equipment must be used only for the purpose set forth in this Agreement, and may not be transferred, sold, exchanged, or dismantled without written approval from the AOC. Equipment that is no longer needed or usable shall be transferred to the AOC according to policies and procedures communicated by the AOC. x Equipment moved to another facility or location with 30 days prior written notice to and approval by the AOC. Reinstallation of communication lines and equipment and all other expenses incurred by this relocation shall be at the sole expense of the Local Site. x The Local Site will not make configuration changes or add optional equipment to any equipment purchased or leased by the AOC without prior written notice and approval by the AOC. This includes, but is not limited to, PC operating systems, networking equipment, local area networks, internal hardware devices, etc. x Thirty (30) days prior written notice must be provided to the AOC and approval granted for any proposed additions, changes, or deletions to or from the network. 8. Equipment Support and Maintenance The AOC will provide equipment support and maintenance, either by itself, or through the use of third-party vendors for all hardware and software described in this agreement. The Local Site agrees to place all requests for service with the AOC Support Center and to pay directly for any maintenance service not covered under product warranty or a third-party vendor maintenance agreement. This includes, but is not limited to: x Service performed due to user mishandling of equipment x Consumable printer supplies (i.e., toner cartridges, paper, printer maintenance kits, etc.) Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 6 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division 9. Software x The AOC agrees to provide the Local Site use of the AOC-sponsored software applications, and other software as shown on Attachment B. The Local Site agrees to use this software in conformance with the operating procedures and standards issued by the AOC and conformance with any and all applicable license agreements. x Usage of the software by non-court entities shall be limited to "read-only" access and subject to applicable and reasonable security measures. x The Local Site will not make configuration changes or install other software without prior written notice and approval by the AOC. x The Local Site will accept all version changes and/or software release updates and modifications to the software as provided, from time to time, from the AOC. 10. Software Support and Maintenance The AOC shall, itself or through the use of a third-party vendor, support all AOC-sponsored software applications, including all software modifications and/or enhancements. “Enhancements” shall mean functional changes to the software and are subject to approval. Modifications and enhancements to the software required due to legislative changes or changes in court rules will be funded by the AOC, subject to funds being available. Each Local Site agrees to pay its proportionate share of other software modification and enhancement costs, if necessary, except where AOC or other state funding may be made available. The assessment of additional costs pursuant to this section shall be timed to conform with the budgeting cycle of the Local Site. 11. Technical Support The AOC will provide user support for hardware, network communications, statewide sponsored software applications, and any desktop software as indicated in Addendums A and B. x All problems, questions, or service requests will be directed to the AOC Support Center. User support will be provided primarily via the Incident Web reporting tool, but may also be provided via telephone or email. x User support will be provided between the hours of 7:00 a.m. and 6:00 p.m., Monday through Friday, excluding state observed holidays. x In the event that on-site support is deemed necessary, representatives from the AOC Field Support unit, or appropriate third-party vendor, will be dispatched to site. x Every effort will be made by all AOC service providers to conform to the established Service Level Agreements stated in Section 3. x If networking or system integration is maintained locally, all relative problem resolution timeframes listed above will be complied with by local IT or designated personnel. Follow up will be provided to the AOC Support Center in the timeframes listed above. x The AOC Support Center and/or Field Support unit will be responsible for annual fixed asset inventory. 12. Authority of Presiding Judge x The Presiding Judge of the Superior Court in each county, or designee, shall exercise administrative supervision over the system installation and operation within the county. Such supervision shall include ensuring compliance with the terms and conditions of this Agreement, securing funding for and payment of local on- going costs, and resolving disputes about the allocation of local costs, if applicable. x Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 7 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division x The Presiding Judge of the Superior Court in each county, or designee, shall appoint representatives to statewide project steering committees. 13. Cost x The Local Site agrees to pay a portion of the cost, based primarily on the number of devices accessing the network and/or networked applications (PCs and printers), of the “on-going costs” for equipment maintenance, communication links, and application support as shown in Addendum C or as modified, from time to time, by the AOC. The Local Site will receive a detailed invoice on the cost allocation. Amounts assessed to the Local Site for on-going costs shall be billed semi-annually, July and January. They shall be payable within 30 days of receipt of invoice. x From time to time, as recommended and approved, enhancements to AOC-sponsored software applications may be required. The Local Site agrees to pay its proportionate share of the cost of these enhancements if other funding is not available. One or more sites desiring a specific change may also fund enhancements to the software. These enhancements may be made available to other sites with AOC approval. x The Local Site agrees to provide funding, equipment, and resources for local electronic communications, which the Local Site may, with prior written notice and AOC approval, wish to establish with other local entities. x The Local Site agrees to pay any costs associated with accessing special services such as Westlaw or any similar account that the Local Site may opt to use. x The Local Site agrees to pay all costs associated with equipment maintenance not covered under statewide maintenance agreements. x The Local Site agrees to pay all costs associated with acquiring, installing, and using additional equipment as well as the costs of replacing equipment, as needed. x The Local Site agrees to pay all costs associated with reconfiguring non-working equipment due to Local Site’s attempts to change configuration, load additional software, add additional equipment, etc., without approval of the AOC. 14. Security/Electronic Communications x Local Site agrees to comply with established Arizona Judicial Department Electronic Communications Policy. Policy is available on-line at http://www.azcourts.gov/AZSupremeCourt/codeofjudicialadministration.aspx as Section 1-503. x It is the responsibility of each user at Local Site to read and understand this policy before being granted any access. x Each user at Local Site will sign and return to the AOC Support Center the Acknowledgement of User Policies (Addendum E). 15. Reproduction The software provided under this Agreement may not be copied or reprinted in whole or in substantial part, except, however, that Local Site may make additional copies software for back up and on-going support purposes. Local Site may copy documentation, as needed, for its own internal use. 16. Termination x Either party may terminate this Agreement with the approval of the Administrative Director of the Courts. Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 8 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division x Any termination will be effective on July 1. The terminating party must provide the other party written notice no later than the first day of April of the calendar year in which the termination will occur. x If either party terminates this Agreement, the Local Site agrees to transfer, at its sole expense, all AOC equipment, software, and other materials to the AOC, or any other location designated by the AOC, within 10 days of the effective date of such termination. The Local Site may retain an electronic copy of that site’s data for the purpose of carrying on daily operations. x The parties acknowledge that this Agreement is subject to cancellation pursuant to A.R.S. §38-511. 17. Terms of Agreement The signature of this document indicates agreement to its content, that it is valid, has achievable objectives, and represents the intent of the AOC/ITD to meet the system needs of the Local Site as they relate to the ACAP application(s) and technological environment. Any modifications to this agreement require the review and approval of both parties. This document will remain in effect until replaced with an updated version. It will be reviewed annually for currency, accuracy, and completeness. 18. Approval Arizona Supreme Court Administrative Office of the Courts Information Technology Division Chief Information Officer Electronic Signature (Print Name) Date Support Center Manager (Print Name) Date Electronic Signature (Print Name) Date /S/ Karl Heckart Karl Heckart /S/ Lou Ponesse Lou Ponesse Presiding Judge Local Site 6/4/21 6/4/21 Nicholas C. DiPiazza 6/4/21 Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Page 9 8/25/2014 Arizona Supreme Court Administrative Office of the Courts Information Technology Division Arizona Court Automation Project Addendum A: Equipment Current description and quantities of standard hardware can be located at the following website https://azcourts.sharepoint.com/sites/itd/SitePages/ACAP.aspx Addendum B: Software Current list and description of standard software can be located at the following website https://azcourts.sharepoint.com/sites/itd Addendum C: Costs ACAP Participation Charges by Device Type by Fiscal Year Device Type FY20 FY21 FY22 FY23 FY24 FY25 FY26 Desktop PC $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Laptop $ 1,250.00 $ 1,281.25 $ 1,313.28 $ 1,346.11 $ 1,379.77 $ 1,414.26 $ 1,449.62 AOC-Provided Printer $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Scanner $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Local Printer, Statewide App Print $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Local Printer, No Statewide App Print $ 35.00 $ 35.88 $ 36.77 $ 37.69 $ 38.63 $ 39.60 $ 40.59 Firewall $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Wireless Radio $ 750.00 $ 768.75 $ 787.97 $ 807.67 $ 827.86 $ 848.56 $ 869.77 Video Remote Router $ 1,620.00 $ 1,660.50 $ 1,702.01 $ 1,744.56 $ 1,788.18 $ 1,832.88 $ 1,878.70 Local Server $ 85.00 $ 87.13 $ 89.30 $ 91.54 $ 93.82 $ 96.17 $ 98.57 Other Misc. $ 35.00 $ 35.88 $ 36.77 $ 37.69 $ 38.63 $ 39.60 $ 40.59 * Only for use with local, standalone OnBase system Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 10 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division Addendum D: Agreement for Connection of Outside Sources Connection to outside resources are essential to business process. The ________________________________ will be responsible for providing all networking problem resolution services not defined within Section 2, Scope of Services. The AOC will do everything reasonably possible to help escalate the restoration of a failed service by working with the third-party network provider(s). Service outages caused by third-party connections will not count against the AOC Service Level Agreement. The AOC retains the right to disconnect any third-party connections from the Arizona Judicial Information Network (AJIN) in the event of performance problems, outages, duplicate IP addresses, hackers, viruses, and any other problems that point to such connections. ARIZONA SUPREME COURT Administrative Office of the Courts Information Technology Division Chief Information Officer Signature (Print Name) Date Support Center Manager Signature (Print Name) Date Local Site Presiding Judge Signature (Print Name) Date County/City IT Director/Manager Signature (Print Name) Date Addendum E: Acknowledgement of User Policies Administrative Office of the Courts Information Technology User Acknowledgment of User Policies SIGN SIGN SIGN SIGN Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 11 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division I understand that as part of my job duties and responsibilities, I must refrain from any and all of the following: 1. Revealing Court data to any person or persons outside or within the Courts who have not been specifically authorized to receive such data, excepting information that may be provided in response to valid public records requests. 2. Attempting or obtaining access to Court data not relevant to my assigned job duties. 3. Entering/altering/erasing Court data without authorization, or for direct or indirect personal gain or advantage, or for personal amusement. 4. Entering/altering/erasing Court data maliciously, or in retribution for real or imagined abuse. 5.Asking another user to reveal his/her personal logon account password, revealing my personal logon account password to another person, and/or using another person's personal logon account and password. (ITD personnel are exempt when and only in the performance of their assigned technical support duties). 6.Possessing, installing, or using programs without authorization that are designed for or capable of defeating computer and network security measures, fraudulently simulating system responses, erasing or altering files maliciously without detection, affecting systems control information, or interfering with systems efficiency or causing a system crash. In relation to my responsibilities regarding the proprietary rights of the authors of computer software utilized by my Court, I recognize that: 1. Court employees shall use the software in accordance with the license agreement. 2. Court employees who know of any misuse of software or related documentation within the Courts shall notify their manager/supervisor. 3. The Court licenses the use of computer software and related documentation from a variety of outside companies, and unless authorized by the software developer, does not have the right to reproduce it. 4. Court employees making, acquiring, or using unauthorized copies of computer software are subject to disciplinary action in accordance with Court guidelines, as appropriate to the circumstances. Such discipline may include termination. Glendale City Court Administrative Office of the Courts Information Technology Division Service Level Agreement Arizona Court Automation Project – Page 12 Arizona Supreme Court 8/25/2014 Administrative Office of the Courts Information Technology Division 5. According to U.S. Copyright Law 17 USC Sections 101 and 506, illegal reproduction of software can be subject to civil damages of as much as $100,000 per work copied and criminal penalties, including fines and imprisonment. 6. In the event that an employee is sued or prosecuted for the illegal reproduction of software, he/she may not be entitled to state-funded counsel. In relation to my responsibilities regarding the use of email, the Internet, and other electronic communications using Court-provided networks, accounts, or software, I have read and expressly consent to the provisions in the Arizona Judicial Department Electronic Communications Policy (ACJA 1-503). I understand and accept my responsibility for adhering to Court security, computer software, email and Internet policies as outlined above. I understand infractions may be subject to disciplinary action in accordance with Court guidelines. My signature is required for continued access to Court computer equipment/software. Name of Employee (Last, First, MI) Employee Signature Date Location (Court, Department, Division) Supervisor or Human Resources Signature Date SIGN SIGN Glendale City Court