Unified Communications

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1 Office f Infrmatin Technlgy Services Service Level Agreement Unified Cmmunicatins Nvember 7, 2013 v2.2

2 Service Descriptin Unified Cmmunicatins Service Descriptin ITS Unified Cmmunicatins ffers a number f services relating t and Archiving. The technlgical fundatin fr ITS Unified Cmmunicatins is cmprised fseven services, which include Exchange , Archiving, Relay and Filtering, Distributin Lists and Encryptin. The fcus f this SLA is the and Exchange Service. , Integrated Calendaring and Exchange The fundatin f ur messaging infrastructure is the ITS service, a statewide service prviding and calendar service fr Executive Branch emplyees. Cunty and municipal gvernments are als able t take advantage f this service, which is presently based n the Micrsft Exchange 2010 server sftware. Any web brwser can be used t access ITS , as can Micrsft Outlk 2003 and 2007 and smartphnes that use Micrsft ActiveSync. Archiving Archiving fulfills Executive Order 12 frmally 18, which requires that Executive Branch emplyees' s be archived and retained fr a 5-year perid. The archiving service relies n Autnmy NearPint sftware. ITS users can view the archive frm within their Outlk r Outlk Web Access clients. Service Cmmitments The general areas f supprt (such as Incident and Change Management) applicable t every ITS service, are specified in the ITS Glbal Service Levels dcument. Service Availability Targets: Service Availability Target 99.99% Recvery Objectives fr Western Data Center (WDC) r Eastern Data Center (EDC) are as fllws: Recvery Time Objective (RTO) The service will be back nline within 1.5 hurs shuld a full data center utage ccur at ne f the state's tw data centers. The service will be able t handle the full prductin lad, but perfrmance may be diminished smewhat until the ther data center is restred. Recvery Pint Objective (RPO) - The service will be queued in real-time. In the event f a full data center utage at ne f the state's tw data centers, the messages will be restred t the pint f the utage as sn as the service is back nline per the RTO abve. Service Level Agreement: Unified Cmmunicatins Page 2

3 ITS Respnsibilities Hurs f Availability All services in the Unified Cmmunicatins prtfli are available t custmers 24 x 7 and adhere t the maintenance windw schedule listed in the ITS Glbal Service Levels dcument. ITS Respnsibilities Supprt and Maintenance ITS supprt and maintenance is included fr all services in the Unified Cmmunicatins Prtfli. ITS is nt respnsible fr end-user hardware r sftware incmpatibility r fr netwrk elements that are nt under the cntrl f ITS. ITS prvides 24 x 7 supprt fr standard and all ther services Hardware/Sftware supprt and maintenance ITS Specialists install and set up all server hardware/sftware, strage and appliances in accrdance with industry best practices. Underpinning cntracts are in place with Micrsft Premiere Services, US Internet, Autnmy, and IBM fr each cmpnent installed. In cnjunctin with the hardware Operating System (OS) vendrs, ITS Specialists will apply firmware patches t systems in accrdance with state plicies and standards. Operating system supprt and maintenance ITS Specialists (at the recmmendatin f the ITS Enterprise Security and Risk Management Office (ESRMO) and OS vendrs), will apply patches t perating systems in accrdance with state plicies and standards. Security, vulnerability and scanning ITS takes every precautin t prtect the Unified Cmmunicatins Prtfli f services. ITS prvides multiple levels f security Fr internal anti-virus and anti-spam scanning, the Exchange servers run Trend Micr s ScanMail fr Exchange Fr external anti-virus and anti-spam scanning, ITS has cntracted with US Internet s Securence slutin fr anti-spam and Virus cntrl. Securence filters inbund and prvides custmers with an interface where they can cntrl the level f filtering applied t their dmain. They can als release messages frm the spam quarantine, place their dmain in maintenance mde fr delivery, maintain their wn whitelist/blacklist, and update their server IP addresses as the need arises. ITS Perfrms peridic scans f Unified Cmmunicatins Prtfli f services. Service Level Agreement: Unified Cmmunicatins Page 3

4 Custmer Respnsibilities Enterprise Security and Risk Management Office crdinates and cmmunicates scans fllwing the ITS Change Management prcess. Findings are tracked accrding t classificatin and status Vulnerabilities are mitigated based n a pre-defined classificatin f High, Medium r Lw. Systems Administratin ITS will make every effrt t prvide agency administratrs the ability t perfrm admin functins and user prvisining in supprt f their users. Agencies administratrs are respnsible fr all user accunts and services. administratrs are respnsible fr all user mailbx prvisining and deletin thrugh the self-prvisining administratin website. Custmer Respnsibilities Each agency's lcal administratr is respnsible fr basic administratin such as adding r deleting mail users and permissins, service accunts, services and resetting passwrds. Each agency is respnsible fr the number f Exchange Client Access Licenses (CAL) needed fr the service unless an MOU is in place fr ITS t supply the CALs. Maintain per agency's retentin schedules and plicies Wrk with ITS t define custm retentin requirements beynd EO12. Fllw best practice guidelines, the Statewide Infrmatin Technlgy Security Manual Standard (Chapter 10, Sectin 03, "Using the Internet in an Acceptable Way") and established agency plicies fr acceptable use administratrs and supprt analysts in each respective agency shuld be cntacted fr initial supprt and phne set-up Fr mbile device client supprt ther than Active Sync (Apple imac, Gmail, Verizn, etc.), custmers can cntact their respective agency service desks fr assistance. Fr mre advanced help, custmers are encuraged t call their cell phne prvider fr specific issues related t versin cntrl and sftware update issues. Cmmunicatins with ITS Cntact the ITS Service Desk: After ging thrugh basic trubleshting and/r ging thrugh yur agency service desk. Cnslidated Agencies withut a service desk shuld cntact ITS fr incidents and service requests. Prvide a list f apprved administratrs wh can add r delete users and services. Service Level Agreement: Unified Cmmunicatins Page 4

5 Service Level Agreement Scpe Service Level Agreement Scpe This agreement specifies nly the standard peratinal service cmmitments and respnsibilities f ITS and its custmers. Custmer-specific deviatins frm these cmmitments and respnsibilities will be specified in an accmpanying Memrandum f Understanding. Service rates are utside the scpe f this agreement and are specified in financial dcuments. Service Level Agreement: Unified Cmmunicatins Page 5

6 Custmer Signatures Signatures f Apprval and Agreement Date Custmer Signatures Agency Head r Designee: Name Title Signature Date Agency Chief Financial Officer: Name Title Signature Date ITS Signature State Chief Infrmatin Officer: Name Title Signature Date Chris Estes State CIO Service Level Agreement: Unified Cmmunicatins Page 6

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