ABSTRACT. This document contains the service catalog for MCOE EXTERNAL MCOE Technology and Information Services. SERVICE CATALOG

Transcription

1 ABSTRACT This document contains the service catalog for MCOE EXTERNAL MCOE Technology and Information Services. SERVICE CATALOG

2 Table of Contents Desktop Support... 3 Service Description... 3 What is Included?... 3 What is Not Included?... 4 How We Charge... 4 Contact Information Service Description... 6 What is Included?... 6 What is Not Included?... 7 How We Charge... 7 How is the Service Measured?... 7 Contact Information... 7 Educational Technology... 8 Service Description... 8 What is Included?... 8 What is Not Included?... 9 How We Charge... 9 How is the Service Measured?... 9 Contact Information... 9 Infrastructure Services Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Internet Access Service Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Process Improvement Service Description... 16

3 What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Professional Development Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Professional Services - Infrastructure Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Project Management Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information Software Development Service Description What is Included? What is Not Included? How We Charge How is the Service Measured? Contact Information

4 DESKTOP SUPPORT Service Description MCOE- TIS provides Desktop Support for authorized computing devices, and associated applications, for the purpose of maintaining a productive computing environment. Desktop Support covers many phases of the computing lifecycle including purchasing guidance, deployment, maintenance, and troubleshooting. Ad- hoc user training is available as part of the troubleshooting and maintenance process. What is Included? This service includes the following: Technology purchasing assistance o Hardware and software recommendations, and assistance with establishing standards. o Hardware and software vendors liaison when deemed necessary by MCOE- TIS management Computer setup and installation (new and repurposed) o Unpacking and connecting computer components o Configuring approved operating system for network connectivity o Installation of operating system patches or updates o Installation of applications o Transfer of data from an existing computer to a new machine. May include data conversion if necessary. Comprehensive repair services o Troubleshooting o Hardware failure support o System rebuilds Desktop application support o Installation and updating of software o Troubleshooting of common problems o Help with basic usage o Support for non- standard applications on case- by- case basis Training o Informal for individuals and small groups only Service Desk o Live phone support during normal operating hours (7:30am - 5:00pm M- F) o Online service portal and self- help knowledgebase o Remote assistance 3

5 What is Not Included? This service does not include support for the following: Non- standard devices devices are subject to the standards outlined in the MOU Migration or recovery of personal files Discouraged/prohibited software Execution of Job Duties Non- MCOE mobile devices Advanced infrastructure services Formal training How We Charge Charges are calculated annually and are based on total district device counts. The price per device is based on the following scale: Total Device Count Desktop / Laptop Tablet 1 99 $500 $ $400 $ $300 $80 How is the Service Measured? Key Performance Indicators (KPI) will be utilized to measure MCOE- TIS performance in relation to Desktop Support Services. The following lists the KPIs that will be utilized for this purpose: Name How it s Measured Minimum Levels Mean time to MTTR = (Sum of time between Urgent = 4 hrs. Repair (MTTR) incident start and resolution)/total High = 8 hrs. per Priority number of incidents Med = 5 days Low = N/A Target Levels Urgent = 2 hrs. High = 6 hrs. Med = 3 days Low = N/A Frequency Monthly & Cumulatively Description: a metric that measures the availability of the system during normal operating hours. Mean time to Resolution (MTTR) per MTTR = (Sum of time between service request start and resolution)/total number of service requests Urgent = 4 hrs. High = 8 hrs. Med = 5 days Urgent = 2 hrs. High = 6 hrs. Med = 3 days Monthly & Cumulatively Priority Low = N/A Low = N/A Description: Measures the time it takes to fulfill a request or resolve an issue. Client Survey instrument utilizing 5 point Avg. of 4 out of Avg. of 5 out of 5 satisfaction Likert Scale 5 Quarterly Description: Subjective measure of client satisfaction based upon a survey instrument. 4

6 Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) Service Contact Adam Gavalla (831) Support Contact Service Desk (831)

7 Service Description The Monterey COE (MCOE- TIS) department provides Microsoft Exchange- based messaging and group collaboration services to district staff. Exchange accounts are locally managed and stored in the datacenter at MCOE- TIS and replicated to our disaster recovery site. They include the following account types: Individual Departmental Group. This service includes the following: What is Included? Electronic messages are sent and received using Microsoft Exchange. Customized signatures and s in plain text and HTML format can be generated. This service is redundant, fully supported, robust and secure to allow for maximum availability. A standard set of desktop clients are supported including Outlook 2010 for Windows, Outlook 2011 for Mac and Outlook Anywhere or newer versions. o Standard mailbox quota of 5 GB o Maximum attachment size of 50 MB Mobile Push services are available for mobile devices with active synch (e.g. iphone and Android). Full support for Apple ios devices and best effort support for all others. Web access is available remotely via Outlook Anywhere or, OWA via the following URL: Calendaring personal and shared calendars. Contact Information Consistent organization- wide address book. Functionality exists to create individual/unit/group online address books and contact records. Distribution group the creation, change and deletion of distribution lists are available for PC versions of Outlook. Exchange - Increase Mailbox Quota SPAM Quarantine provided using Cisco Ironport. backup is backed up daily at MCOE, with snapshots taken on an hourly basis. Archiving is scheduled to be available early 2015 Service Desk the Service Desk is available to assist with incidents and service requests. o Online portal the primary means of reporting incidents and placing service requests. o Phone support provided for emergency situations or other critical, time- sensitive needs. 6

8 This service does not include: Mobile device setup What is Not Included? How We Charge There is a one- time initial setup charge of $14.00 per mailbox. The ongoing annual cost (Second year and beyond) of $12.00 covers storage, anti- virus & maintenance licensing. First Year Charges Ongoing Annual Charges Exchange Licensing $ G mailbox size $ 2.00 Mail Anti- virus $ 3.00 Mail Anti- virus $ 3.00 Anti- spam $ 2.00 Anti- spam $ 2.00 Total Cost $ Maintenance $ 5.00 Total Cost $12.00 How is the Service Measured? 1. Customer satisfaction 2. Incidents a. Total number of incidents reported per month and per year b. Mean time to respond and mean time to resolve incidents Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Jeffrey Velasquez (831) jvelasquez@monterey.k12.ca.us Support Contact Service Desk (831)

9 EDUCATIONAL TECHNOLOGY Service Description This service provides training, consultation, programmatic support, research and evaluation, and planning assistance in the use of technology for teaching and learning. The service includes technology integration, technology professional development, technology planning, Common Core and Smarter Balance Assessment Consortium (SBAC) support and guidance, research and evaluation of technology for teaching and learning, online curriculum development, and other related technology assistance. What is Included? This service includes the following: Technology Integration o Assistance with integrating technology into curriculum o Perform classroom technology integration assistance o Assist with the design of media- rich learning environments Technology Planning and Evaluation o Evaluate current and proposed technology plans for compliance with state mandates o Provide leadership and guidance to districts during technology plan development o Evaluate infrastructure to ensure readiness for initiatives such as Smarter Balance Assessment Consortium (SBAC), Common Core standards, etc. Programmatic Support o Using technology to adopt Common Core state standards o Smarter Balance Assessment Consortium Consultation, Evaluation, and Planning o Collaborate with schools and districts to evaluate educational technology innovations o Plan long- term technology integration strategies o Perform classroom observations and evaluations of technology use o Assist with grant development dealing with educational technologies 8

10 This service does not include the following: Curriculum and Grant Writing Desktop Support Job functions Infrastructure services What is Not Included? How We Charge Charges for this service are $98.54 per hour per person assigned to the task. How is the Service Measured? The following metrics will be used to communicate performance and maintain quality: 1. % of Districts Engaged 2. Scheduled Requests Completed on Time 3. Client Satisfaction 4. Number of District Engagements Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Jonathan Green (831) jgreen@monterey.k12.ca.us Support Contact Service Desk (831)

11 INFRASTRUCTURE SERVICES Service Description The Monterey COE (MCOE- TIS) division is responsible for the management of the countywide educational technology infrastructure. MCOE- TIS manages telecommunications and system services provided to the districts of Monterey County. MCOE- TIS also provides guidance to schools on large project deployments, and provides a number of other infrastructure related services. What is Included? Infrastructure services can be best understood by structuring them into the following categories: Telecommunications Services Enterprise System Services 1. Telecommunications Services MCOE- TIS provides management of telecommunications including, but not limited to, network services, network security, wireless and system monitoring. These services will typically apply to internal district devices not covered under other MCOE provided contracts or may provide extended services for devices covered by existing basic maintenance contracts. Network Services and Security MCOE- TIS plans, designs, manages and controls the network infrastructure in order to provide a secure and reliable K12 network. The following services are offered: Firewall configuration and management Router and switch configuration and management Identity and access management using Active Directory and RADIUS services Virtual firewall for districts VPN setup and secure access from outside the network Intrusion prevention and detection CIPA web filtering Systems Monitoring and Management The Infrastructure Services team can provide remote systems monitoring, management and maintenance as a service to minimize system down time and administrative costs. 10

12 Wireless MCOE- TIS provides wireless technologies including wireless LAN and radios. 2. Enterprise System Services MCOE- TIS provides continuous operation of a data center located in Salinas, CA and a planned, co- located data center provided by San Benito County Office of Education located in Hollister, CA. Hosting services are available for infrastructure and applications on Windows and Linux server platforms. Datacenter Operation Datacenter operations include all aspects of maintaining a high availability environment for computing services. This includes electrical power, heating/cooling, premise security, and environmental monitoring. It also includes the use of effective procedures and practices to achieve optimal effectiveness of the datacenter resource. A well designed environment for high availability services Cost effectiveness through leveraged use of shared facilities Improved standardization from common requirements, procedures, and practices Productivity gains through use of operations management automation tools Managed System Hosting MCOE- TIS provides hosting services for enterprise systems. Managed hosting includes management of all aspects of the system: Server virtualization using VMWare Sphere Managed hosting - Highly redundant and secure hosting platform using virtual and physical servers Co- located hosting Reliable environment using virtual co- located hosting Private Cloud services using secure portal technologies Enterprise- class data storage area network (SAN) for co- located and MCOE managed servers Data backup and retention What is Not Included? This service does not include any related services, such as desktop support or mobile device management, nor does it include professional services beyond the defined scope of the particular services contracted. Desktop and a variety of other support and professional services are available as distinct services, which must be contracted separately. How We Charge Charges for this service are rendered via service fees to subscribing districts. All services are available via Memorandums of Understandings (MOU) and are complete with Service Level Agreements. Prices are negotiable based on the actual scope of services contracted. The base labor rate for infrastructure services is $95/hour. 11

13 Hosting services are available using either dedicated or shared resources. The rates for dedicated web and database server pairs are: Dedicated servers: $211/mo. Shared servers: $43/mo. How is the Service Measured? We use Service Level metrics to measure attainment of key service goals. Following is a list of metrics tracked: Availability: Network availability Server/Service availability Application availability Data availability Reliability: Mean time between failures Mean time to repair Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Keith Meader (831) kmeader@monterey.k12.ca.us Support Contact Service Desk (831)

14 INTERNET ACCESS SERVICE Service Description The Internet Access service provided by the s Technology and Information Services (MCOE- TIS) division is designed to ensure districts have high speed access to the Internet. Access is provided as a basic conduit service at speeds up to 1Gbps. MCOE is a node on the California K- 12 High Speed Network (K12HSN), an extension of the California Research and Education Network (CalREN), and as such provides unparalleled access to Internet2 as well as the commodity Internet. What is Included? Internet Access is provided as a bundled suite of interrelated services. Customers may elect to utilize the full complement of services or selectively decline those in which they have no interest. The entire complementary suite includes: Internet Access Domain Name Service Traffic Shaping Managed Monitoring Traffic Analysis Outside Incident Coordination Circuit Coordination Content Filtering Spam Filtering Intruder Protection System (IPS) Firewall Service Desk The bundled service is additionally available in two different varieties: traditional Internet Access without transport, and the other including managed last- mile broadband transport. The managed version of the service includes on- premises routing equipment that is fully managed and maintained by MCOE- TIS. What is Not Included? Other related services are available from MCOE- TIS that are not included as part of Internet Access. Some such services can be obtained through addendum to the Internet Access MOU while others may require a separate agreement. The list of related services includes: Backup Services Hosting Services Router Maintenance 13

15 How We Charge Charges for this service are rendered via service fees to subscribing districts to be invoiced annually. Fees are based on subscribed bandwidth according to the following rates: Without Transport Bandwidth 10Mbps 25Mbps 50Mbps 100Mbps 250Mbps 500Mbps 1Gbps 2Gbps Annual Fee $1,500 $3,000 $4,000 $7,500 $9,500 $12,000 $16,000 $27,000 With Transport Bandwidth Annual Fee 10Mbps $4,100 25Mbps $6,000 50Mbps $8, Mbps $14,750 Additional technical support services are charged at $95 per hour. How is the Service Measured? We use Service Level metrics in the form of Key Performance Indicators (KPI) to measure attainment of key service goals. KPI s are metrics that measure performance in relation to specific goals and objectives based upon the established support standards and timeframes set forth in the associated Service Level Agreement (SLA). KPIs will be utilized to measure MCOE- TIS performance in relation to this service. The following lists the KPIs that will be utilized for this purpose: Name How it s Measured Minimum Target Levels Frequency Levels Internet Availability ((Uptime + Scheduled Maintenance)/(Unscheduled Monthly/ Downtime + Uptime + 99% 99.9% Cumulatively Scheduled Maintenance))*100% Description: a metric that measures the availability of the production system during normal operating hours. 14

16 Mean time to resolve incidents (MTTR) per Priority MTTR = (Sum of time between incident start and resolution)/total number of incidents NOTE: A calculation for each priority level is required. Urgent = 4 hrs. High = 8 hrs. Med = 5 days Low = N/A Urgent = 2 hrs. High = 6 hrs. Med = 3 days Low = N/A Monthly & Cumulatively Description: Measures the time it takes to resolve an issue and restore normal operations following an incident. Client satisfaction Survey instrument utilizing 5 Avg. of 4 out Avg. of 5 out Quarterly point Likert Scale of 5 of 5 Description: Subjective measure of client satisfaction based upon a survey instrument. Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Adam Gavalla (831) agavalla@monterey.k12.ca.us Support Contact Service Desk (831)

17 PROCESS IMPROVEMENT Service Description Improving organizational processes is critical for improving the performance of any operation. The District Process Improvement service is designed to assist districts in streamlining processes, improving access to information, and eliminating process waste, thereby leading to improvements in productivity, decision making, and the utilization of assets and resources. Working in tandem with department staff and leadership, the District Process Improvement Team maps processes, establishes metrics for baseline measurement, provides research into best practices, makes appropriate recommendations, and provides an implementation plan including key performance metrics to measure the effectiveness of improvement efforts. Support does not stop here! The District Process Improvement Team will provide periodic follow- up based upon implemented performance measures, provide process improvement training for managers and staff, and assist with change management efforts within and outside the department. Your district s success is our success! What is Included? This service is a comprehensive suite of related services designed to assist organizations in improving processes for increased efficiency and productivity, reduced costs, improved revenue, and superior innovation. Utilizing a systems- based analysis process, the Process Improvement team accounts for all stakeholders and both upstream and downstream effects of a process. Among the services included are the following: Organizational Process Education Organizational Process Analysis Organizational Process Review Organizational Process Mapping Process Improvement Training Process Automation Organizational Process Documentation Organizational Process Reengineering Implementation guidance for new processes Change management consulting What is Not Included? Although this service is comprehensive, several related services are not included. To truly be effective, some functions need to be performed by the staff responsible for a given process. To this end, the following service components are not included with this service: Implementation of recommendations Job functions 16

18 How We Charge Charges for this service are rendered via a service fee from MCOE- TIS to the subscribing district. All process improvement services are governed via a Memorandum of Understanding (MOU). Service charges are calculated at a base labor rate of $ per hour. How is the Service Measured? The following metrics communicate performance and maintain quality: Percentage of projects delivered within agreed upon timeframe this measure ensures that project s do not create delays to client implementation and that project scope, and therefore cost, is managed effectively. Improvement Estimate Precision this measure demonstrates how well the improvement efforts match with estimate goals such as cost reduction, efficiency gain, and increase in revenue to name a few. Client Satisfaction demonstrates the average satisfaction value for all clients of the service. Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Bernard Burchette (831) bburchette@monterey.k12.ca.us Support Contact Service Desk (831)

19 PROFESSIONAL DEVELOPMENT Service Description This service provides districts with professional development in the area of instructional technology as well as productivity applications. We offer customized and regularly scheduled professional development that can help enhance employee productivity and efficiency. Professional development can be coupled with an additional service such as new device purchasing or software development so that we can offer a solution and ensure employees are prepared to implement it. What is Included? This service includes two main areas of focus: regularly scheduled professional development and customized professional development. Regularly scheduled professional development generally occurs on a weekly basis and is open to all district employees for a small fee. It includes topics such as: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Apple iwork Products (Keynote, Pages, imovie) Google Apps (Documents, Drive, Spreadsheets, Presentations) Adobe Products (Acrobat, Photoshop, Illustrator, InDesign) And more! Our other area of focus is customized professional development. This is training targeted for districts, school sites, or small groups of individuals that have specific needs surrounding a given project or program. We are available to host these trainings at MCOE or travel to your sites for your convenience. Customized sessions are available upon request. Below is a list of just some of the sessions we have done: PowerPoint training to parents in Spanish Paperless classroom transitions via products such as Showbie or Google Classroom Technology skills preparation for Smarter Balanced testing Student and teacher account management in Google Apps for Education Website content creation and editing Shortcuts and helpful tips in Mac OS X Excel management of student data And other topics customized to your needs. 18

20 What is Not Included? Although MCOE- TIS can offer desktop support and infrastructure services to districts, this particular service does not include those offerings. When we are with your staff, we will do our best to make sure that any hardware or software problems they have are redirected to the proper personnel or given possible solutions for moving forward. Because of uncertainty regarding district policies around technology use, we do not provide any additional assistance unless negotiated and agreed upon beforehand. How We Charge Service Duration Charge Classes at MCOE Professional Development Coaching, facilitating, or classroom observations Less than 2 hours Half- day Full- day Half- day Full- day Half- day Full- day $20 per person $35 per person $75 per person $700 per presenter $1,300 per presenter $350 per coach, facilitator, or observer $700 per coach, facilitator, or observer Project- based work Varies $100 per hour How is the Service Measured? The following metrics will be used to communicate performance and maintain quality: 1. % of District Renewals 2. Scheduled Requests Completed on Time 3. Client Satisfaction 4. Number of District Engagements (measured yearly) Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Jonathan Green (831) jgreen@monterey.k12.ca.us Support Contact Service Desk (831)

21 PROFESSIONAL SERVICES - INFRASTRUCTURE Service Description The Monterey COE TIS Infrastructure Services department offers professional network and data systems design and implementation services that may be used to develop department specific technology implementations outside the scope of other offerings. These services may be engaged by districts on either a project or time and materials basis depending upon the specific need. Leveraging our highly skilled staff, the Infrastructure Services team can effectively offer professional services ranging from system audit and evaluation through design, product procurement assistance and configuration of entire networks. What is Included? Professional Services for infrastructure address the need for highly skilled technical support in the delivery of telecommunication and enterprise system services. 3. Audit and Evaluation Services Infrastructure Services can provide audit and evaluation services to empower our clients to make informed decisions on all aspects of their technology infrastructure. 2. Design and Implementation Services Clients can leverage the MCOE Infrastructure Services team s skills and experience offered through our professional design and implementation services. Designs provided by the infrastructure services team leverage enterprise proven technologies delivered in standardized, efficient and sustainable solutions directly applicable to educational needs Infrastructure Services offer design and implementation services in the following areas: Local Area Network (LAN) Wireless LAN (WLAN) Wide Area Network (WAN) Router / Switch selection and configuration Data Center Server Virtualization Server and Network Services Identity and Access Management Cloud and Remote Access Co- located Systems and Hosting End Point Protection Web Content Filtering File Storage Printing Backup and Disaster Recovery 20

22 What is Not Included? MCOE TIS Infrastructure Services can provide the services listed above. Professional Services are limited to design, planning and implementation efforts and do not include hardware, software or licensing beyond ordering assistance. Other professional services including desktop support, educational technology, professional development, project management and more are offered by MCOE TIS. How We Charge Charges for this service are rendered via a service fee from MCOE- TIS to the subscribing district. All professional services are available via Memorandums of Understandings (MOU) and are complete with Service Level Agreements. Service charges are calculated at a base labor rate of $95.00 per hour. Projects may be implemented that include equipment, consumables, hardware and/or software purchased directly by MCOE TIS, in these cases the district will be billed for these additional costs. How is the Service Measured? All professional services are measured for on- time completion of projects, on schedule deliverables and performance within budget. Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Keith Meader (831) kmeader@monterey.k12.ca.us Support Contact Service Desk (831)

23 PROJECT MANAGEMENT Service Description Effective project management guides the project through a controlled and visible set of activities to achieve project goals while significantly reducing or eliminating risks associated with the project. Additionally, utilizing a project manager provides internal staff the ability to concentrate on the business needs of the project without distractions in management activities required to keep the project on track. MCOE s Project Management service assists District- led project efforts by bringing a consistent, structured approach to projects based upon the methods, techniques, and best practices defined by the Project Management Institute. The service provides planning, organizing, and managing of resources, time, and scope to ensure project success. What is Included? Effective project management requires a sound process for ensuring a project stays on budget, on time, and within scope. To achieve this, this service includes the following components: Project Documentation Project Planning Coordination of Project Tasks Progress Reporting Project Oversight Risk Management Scope Management Change Management What is Not Included? The following service components are not included with this service: Implementation services (unless part of the project) Job functions How We Charge Charges for this service are rendered via a service fee from MCOE- TIS to the subscribing district. All project management services are governed via a Memorandum of Understanding (MOU). Service charges are calculated at a base labor rate of $ per hour. 22

24 How is the Service Measured? The following metrics communicate performance and maintain quality: Project Schedule Variance (Plan v Actual) Project Cost Variance (Plan v Actual) % of changes requiring scope change Client Satisfaction Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact Bernard Burchette (831) bburchette@monterey.k12.ca.us Support Contact Service Desk (831)

25 SOFTWARE DEVELOPMENT Service Description The Monterey COE (MCOE- TIS) division Software Development service is designed to assist MCOE and District staff with automation and process improvement through building custom standalone software solutions and integration tools for existing 3 rd party software. This service includes the following: Software Evaluation Services Software Development Services What is Included? 4. Software Evaluation Services MCOE- TIS provides assistance in the evaluation and recommendation of new software systems. Software Evaluation Services provides the following functions: System functionality System architecture Integration with existing systems Data accessibility Buy vs. build 5. Custom Development MCOE- TIS provides custom software development solutions utilizing industry standard tools and practices. Custom development provides the following functions: Enterprise Database design and development Custom multi- platform application development Custom report development Data extraction and migration services Software integration services 24

26 What is Not Included? The following service components are not included with this service: Modification of 3 rd party software Integration with systems hosted outside of MCOE s datacenter How We Charge Costs will be negotiated based upon the staff time involved in criteria gathering, design, development, and training involved to produce the final product. Additional reoccurring costs may be applied for ongoing application support and data hosted services. Projects will be fully documented with clearly defined roles and responsibilities contained in a Service Level Agreement (SLA) and mutually agreed upon by the client and MCOE- TIS. The base labor rate for data management services is $95/hour. Project engagements will also be documented in a Memorandum of Understanding (MOU) to define detailed scope and terms. How is the Service Measured? The following metrics will be used to communicate performance and maintain quality: % of bug fixes within resolution window % of fully documented projects Client Satisfaction Contact Information Role Representative Contact Information Administrative Contact Natalie Hatley (831) nhatley@monterey.k12.ca.us Service Contact John Campbell (831) jcampbel@monterey.k12.ca.us Support Contact Service Desk (831)