HomeMy WebLinkAboutINTEGRATED LAW AND JUSTICE AGENCY FOR ORANGE COUNTY (ILJAOC) 2 -2006
A-2006-334
Integrated Law and Justice Agency of Orange County
RMS/CMS Information Sharing
COPLlNK Service Level Agreement - The City of Santa Ana Hosting
This document forms the Service Level Agreement between Integrated Law and Justice Agency
of Orange County on behalf of its members and the City of Santa Ana as the Hosting Facility. The
intent of the Agreement is to support the City of Santa Ana's role in hosting the COPLlNK
infrastructure and installation, as well as its management and operation of the network
infrastructure that forms the core of the RMS/CMS Information Sharing Project and supports the
COPLlNK System.
BACKGROUND
The Integrated Law and Justice Agency of Orange County (ILJAOC) is a consortium of justice-
related entities in Orange County, California, that operate _under a Joint Powers Authority.
The Governing Board of the ILJAOC will appoint a Project or Contract Manager that will oversee
the contractual relationship with KCC and coordinate service levels with participating agencies,
including the City of Santa Ana.
The City of Santa Ana will act as the Network Administrator for the implementation and will
provide hosting, network access, and management services to support the application. The City
of Santa Ana will appoint personnel to fill the following roles:
1. An Operations Manager who will be the central administrator for all services provided by
the City of Santa Ana. (This will most likely be a Police Department representative.)
2. One or two individuals who will act as Network or Node Administrators. These
Administrators will be the functional managers of the COPLlNK System and coordinate
the activities of the Agency Administrators.
3. A Technical Operations Manager who will oversee the technical aspects of the hosting
and connectivity of the System.
Each agency participating in the Project will have an Agency Administrator that will be the primary
point of contact at that agency and will be responsible for management of all user account issues
at that agency.
Knowledge Computing Corporation is under contract through June 30, 2010, with the ILJAOC
through their Member Agency that contributes procurement support (the City of Newport Beach),
to provide application maintenance for the System, as well as hardware maintenance through
their sub-contractor, Unisys Corporation.
Page 1 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
REPORTING AND COMMUNICATIONS
The diagram below illustrates the communications and reporting relationships of the various
personnel from the participating entities,
Integrated Law and Justice Agency of Orange County
COPLlNK bJlplementati90
Communications Map
> ..d~H'q..
"
-._.-.....
Corrttact
IssiJeS
Parliclpating
Agencies
Applca,loo
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"A I' ,
pplcatlOn
Support"
ContraclorNel1<1or
,"
~, . ... .'
The ILJAOC retains overall Governance of the Integrated Law and Justice Program and this
System through its Governing Board, Communications roles identified in the illustration above are
described below:
Page 2 of 13
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LJAOC / The City of Santa Ana
Service Level Agreement
OVERVIEW OF SERVICES
Service
Hostin Facilities
Administrative
Su ort
Network
Infrastructure
Network Desi n
Server Hardware
Server Operating
System
Database
Software
Operating
Systems
Administration
Web Application
Administration
Database
Administration
Trainin
End User Su ort
Performance
Monitoring and
Re ortin
Node Security
Audits
Disaster Recove
Backup &
Recovery
o erations
Backup &
Recove Su ort
Service
Owner
SAPO
SAPO
CO SA
CO SA
Un is s
CO SA
KCC
KCC
COSA
COSA/
Agency
Admin
KCC
KCC
COSA
Oeseri tion
Provide the physical location and environment to host the servers
and network e ui ment
Provide coordination schedulin
Res onsible for node side network e ui ment and confi urations
Responsible for the design and security of the infrastructure used
to trans ort data
Handle an and all server and stora e hardware issues
Responsible for all OS-related troubleshooting and patching,
including monthly Microsoft patching and security-related
confi urations
Responsible for
atchin ,includin
database-related troubleshooting and
and securit -related confi uration
Maintain all user rights and System hardening/security for the
network and server 0 eratin s stems
Ensure proper operation of application and user administration of
the a Iication; erform a lication atchin and u dates
Monitor and manage the performance and resource utilization of
the database(s) integral to and supporting the COPLlNK
a Iication
Initial training is provided by KCC through their contract with
ILJAOC; following initial training, agencies are responsible for
trainin their users
Train and support end users; first level of troubleshooting for all
a encies
Monitor for System faults and interruptions in service and report
network and 0 eratin S stem usa e statistics
COSA is responsible for COPLlNK Node-side security auditing;
individual agencies are responsible for maintaining security of the
application at their sites and performing periodic audits of their
usa e records
Develop procedures to respond to events ranging from serious to
catastro hie im actin the COPLlNK Node or S stem
Develop a backup process, including backup hardware, data
backup and storage plan, node restoration procedures, and
coordinate the eriodic testin of this rocedure
Provide backup software to support the backup process provided
by KCC. Perform backup media administration duties, including
oft-site storage, media recovery duties, including recall of from
oftsite stora e and data extractin from stora e media.
Page 6 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
THE CITY OF SANTA ANA PROVIDED SERVICES
The City of Santa Ana will provide hosting, network, monitoring, node backup, and
coordination services for the COPLlNK impiementation on behalf of ILJAOC. The
COPLlNK application will be maintained by KCC under an extended contract through
June 30, 2010, and Unisys, as a subcontractor to KCC, will also provide server
infrastructure hardware and operating System support through June 30, 2010. As a
result, the City of Santa Ana is primarily responsible for hosting the application and
coordinating with agencies and the vendor to resolve application-related issues or
concerns. With respect to the network, the City of Santa Ana personnel will playa much
larger role. They will be the primary network designers and will coordinate the
installation of network components and new extensions to the network. They will
monitor and manage the network and serve as the primary entity responsible for
responding and coordinating with other entities for the restoration of service. They will
also make recommendations reiating to network and node security.
HOSTING FACILITIES
The ILJAOC equipment for the COPLlNK System shall all be housed in a secure facility
with controlled access, appropriate climate control, and standby power facilities. The
City of Santa Ana will address these hosting requirements and those specified below to
maintain the COPLlNK System for the ILJAOC.
Facilities Support
As the hosting facility, the City of Santa Ana should provide one-hour response time to
support power, environmental requirements (cooling and humidity), and remote hands-
on support to the COPLlNK Node during regular business hours. During off-hours, four-
hour response times should be maintained.
ADMINISTRATIVE SUPPORT
Node Administrator
In order to support the COPLlNK application, a hierarchical support structure will need to
be put into place to allow for efficient allocation of support resources and tracking of
issues. The hosting facility will appoint a COPLlNK Node Administrator as part of its
Operations Center, which will have super user control over all capabilities of the node.
This Node Administrator will respond to application queries from only designated Agency
Administrators.
Scheduling
The COPLlNK Operations Center's Node Administrator will be responsible for the
scheduling of all events occurring on the node, which will allow tracking the effects on
the System when changes occur. These events would include any maintenance and
modifications to current configuration, any refresh that updates scheduling, the addition
of agency RMS Systems and overall utilization of the server.
Page 7 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
NETWORK INFRASTRUCTURE
Design
The COPLlNK Node will need to communicate with each participating agency's Records
Management System (RMS) over an IP routed network designed by the hosting facility's
Network Operations Team with the oversight and consultation of ILJAOC's Project
Management Team. The design incorporated then current best practices with
verification from Cisco and other equally qualified third parties to provide reliability,
security, and flexibility for future growth in traffic as new agencies are added to the
COPLlNK System.
Implementation and Maintenance
The network infrastructure, needed to support the COPLlNK Node, includes many
different types of network devices that must be configured, installed, and maintained in
order to ensure optimal network communication. The hosting facility will provide network
infrastructure maintenance and implementation support as well as coordination
management with each of the agencies to ensure all network components are working to
support the network design.
PERFORMANCE MONITORING & REPORTING
Support Level Matrix
During normal business hours, the City of Santa Ana will have personnel respond to
support issues related to the network infrastructure within one to four hours from the time
the issue is reported. After-hours service response time will vary depending on the
severity of the incident The following table outlines the support levels provided during
varying conditions.
Regular
Business
Level Conditions Hours After Hours
Normal
Green All svstems stable monitorina N/A
Limited outage or performance
degradation; one to three sites Four-hour
OranCle impacted response Next Business Dav
Four-hour response,
More than three sites reporting One-hour with escalation after six
Red the same issue or outaCle response hours
Monitoring
In order to provide reliable COPLlNK service to all of the participating agencies, the
hosting facility will provide overall monitoring capabilities for the COPLlNK infrastructure
and related network infrastructure. These services should include notification of any
performance degradation and loss of service to the COPLlNK Node server hardware
and supporting local network infrastructure. Notification will be combined with the
Operations Center's current alerting system. This includes e-mail alerts for detectable
"Orange Level" events and pager alerts for detectable "Red Level" events.
Page 8 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
Reporting
In order to plan for future growth of the COPLlNK infrastructure to support additional
agencies, the hosting facility will gather utilization statistics of the COPLlNK server and
network hardware. These statistics will then be reported through the Operations
Manager to the ILJAOC Governing Board on a periodic basis so the Board may better
anticipate pending issues and support planning of upgrades, enhancements, and
expansion.
Monitoring and reporting should include factors such as: uptime, CPU utilization,
memory usage, and traffic patterns related to the network and operating systems.
SECURITY
Audits & Maintenance
The hosting facility will provide regular security audits of the supporting COPLlNK Node-
side infrastructure to check for vulnerabilities and secure them.
These proactive measures include regular user password changes (as supported by the
application), intrusion detection devices, virus protection and network security scanning,
as well as other safeguards suggested by the COPLlNK Node Administrators. This does
not include penetration testing.
Standards
A set of standards or best practices will be created by the Hosting Facility in order to
extend a level of security to each of the participating agency networks. Each agency will
then be responsible for applying these standards to their own networks. These
standards will include a point of contact in the event of a security incident.
COSA will make recommendations relating to network and node security.
Incident Responses
In cases where security (physical information or operational) has been breached, a post-
event analysis will be headed up by the hosting facility's Incident Response Team to
help understand the extent of the compromise and take appropriate action to limit future
compromises. This analysis will then be reviewed by the hosting facility Operations
Manager and should be reported to the Governing Board for review. If there is a need to
submit application design changes to KCC, a recommendation will then be provided to
the ILJAOC's Contract Manager.
MAINTENANCE & OUTAGE NOTIFICATION:
Central Point of Contact
In the event of a service interruption, the hosting facility will provide a Node
Administrator as the central point of contact to coordinate effective resolution of the
service interruption.
Page 9 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
The Node Administrator wili track event changes and provide regular e-mail status
updates every four hours for ali participating COPLiNK Administrators.
Maintenance Notification
In the case where maintenance wili result in a service interruption, the Operations
Center wili provide a means to report the service interruption with as much notification as
possible to affected COPLiNK Administrators.
Outage Notification
In the event of an outage, the hosting facility, through its Operations Center, will notify
impacted Agency Administrators of the outage as soon as practical. These notifications
wili be logged for later review.
Reporting
Over a period of time, a regular review of ali service interruptions wili be conducted by
the hosting facility in order to adequately correlate the interruptions with a common
cause to help reduce these interruptions in future design changes.
AGENCY PROVIDED SERVICES
Coordination of Network Support
Due to the geographic location and the way each of the agencies manage their network,
a level of support wili be needed from each agency to help maintain COPLiNK-related
infrastructure. Coordination with the hosting facility will be necessary in order to aliow
the agency to effectively communicate and exchange data with the COPLiNK Node.
Security
The participating agencies wili maintain a level of security that wili adhere to the
standards provided by the COPLiNK hosting facility. These standards include best
practices to help maintain security throughout the whole COPLiNK System. AIi user
agencies must be signatories to the COPLiNK Use Policy.
There may be times when the COPLiNK Node Administrator wili need to coordinate with
the Agency Administrators to manage a security incident, in which case senior
technician staff from the agency should be readily available.
ILJAOC RESPONSIBILITIES
Integrated Law and Justice Agency of Orange County and its related entities and
designees will retain ownership and control of the COPLiNK infrastructure and
equipment purchased as part of the RMS/CMS Sharing Project. ILJAOC wili enforce
policies and procedures as weli as provide overali directive support to the hosting facility
and participating agencies.
Page 10 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
Policies and Procedures
I LJAOC will enforce appropriate policies and procedures regarding communications
support requests and outage reporting as described in this document, by requiring all
participating agencies to agree to these processes as they obtain access to the System.
iLJAOC, through their procurement agency for this Project (the City of Newport Beach),
will also obtain KCC/Unisys compliance with these processes through the administration
of the KCC contract, and by participation in this Agreement.
Support Contacts
ILJAOC will implement and maintain a system of application support administrators
(Agency Administrators) to streamline contact with the hosting facility's IT group.
Security and Acceptable Use
iLJAOC will put in piace and mandate acceptance of appropriate use and security
policies as required (developed in conjunction with the hosting facility), by all user
agencies of the COPLlNK application.
Neither ILJAOC nor the City of Santa Ana may make any significant changes to the
security infrastructure or its configuration without notifying the Agency Administrators of
all participating agencies of the nature of the change.
Vendor Management
ILJAOC will dedicate a single point of contact as the Contract Manager, who will provide
vendor performance and contract management. This resource will be the primary
contact for all vendor interaction requests to allow for more accurate vendor
management.
The ILJAOC Contract Manager will coordinate with the hosting facility Operations
Manager and participating Agency Administrators for any contractual changes. The
Contract Manager will also provide updates to all participating Agency Administrators
and the hosting facility.
The ILJAOC Contract Manager will mandate that vendors and support contractors
maintain a current list of authorized support resources.
KNOWLEDGE COMPUTING CORPORATION'S AND UNISYS'
RESPONSIBILITIES
Application Support
KCC has been contracted through ILJAOC's procurement agency (the City of Newport
Beach) to provide application support for anyone with "administrator level" access.
Problems will be taken in through their support contact, catalogued to determine the type
of problem, and either a response for support will be given or, if there is a code error (a
bug), KCC will then work to resolve the issue through a software update. KCC will then
report to the customer the technical synopsis of the issue and a resolution of the issue.
Page 11 of 13
LJAOC / The City of Santa Ana
Service Level Agreement
Updates
As required in their maintenance contract, KCC will provide regular program updates
and upgrades through a set of program patches and service packs as they become
available. KCC will coordinate these updates with the Node Administrator. KCC will
also provide updated installation programs with a revised installation disk as they
become necessary due to program modifications and additions.
Hardware and System Software Support
Unisys, through their subcontractor relationship with KCC, will be providing maintenance
and warranty support on the COPLiNK hardware, operating system and database
software from its operational date of July 2006 through June 30, 2010.
On-Site Support
KCC has been contracted to provide support services through June 30, 2010. Their
local representative, Unisys, will provide on-site services through the conclusion of the
extended maintenance period. In some cases, KCC personnel will also provide on-site
support.
Unisys personnel will visit the site monthly to verify operation and to provide any
required preventative and update maintenance. All non-emergency visits will be
coordinated with the Node Administrator at least 24 hours in advance.
KCC will provide SAPD with details and updates of space and environmental
requirements well in advance of needed dates. In addition, they will provide prior notice
of any planned action by either KCC or Unisys which will impact the COPLiNK Node.
This notice shall include actions involving shut-downs, restarts, System maintenance,
System patches, etc., along with advance notice of anyon-site visit to the COPLiNK
Node.
REIMBURSEMENT OF COSTS
Based upon their operating experience, the City of Santa Ana ("the City) agrees to
identify reasonable support costs for hosting the COPLlNK Node and related
infrastructure between the time this Agreement is executed and the beginning of the next
fiscal year. Based upon that experience, they will determine these costs on a
percentage basis for various administrative and support personnel, to be named,
established upon the total employee compensation (not to include overhead) paid by the
City. The ILJAOC will incorporate these costs into the JPA's July '07 fiscal year budget.
Beginning July 1, 2007, the City of Santa Ana will bill the ILJAOC on a quarterly basis for
reimbursement. Should there be any unusual costs incurred by the City between the
date of the execution of this Agreement and the adoption of the '07-'08 fiscal year
budget, those costs will be incorporated in a one-time (in arrears) reimbursement
effective July 1, 2007.
Page 12 of 13
lLJAOC I The City of Santa ADa
Serviue Level Agreement
AGREli:MENT
Both Parties agree to work cooperatiVely to SUPPPrt successful operation of the
application and to be proactive in supporting, recomrnending,anq irnplernenting
irnprovements and enl1ancernents to the Pr~and thi~.~r~rnent. ..Tfte parties also
agree to review this Service!.evel Agreement annually ami negotiate appropd1;lte
changes.
Accepted by
The City of Santa Ana
lntegf?tsd t.aw and Justico ~ency
of Orange Counfj .'.'
By~~L1A
/I' 27-04
~~~
Date tZ-.-ltf ~
Date
Kn ge Computing Corporation
.''"'-
Date I - <..;:'- ,0 (,
Page 13 of 13
COPLINK Project Proposal
Background:
COPLlNK is now fully functional in Orange County and other areas. They currently have
participation from most Police Departments in Orange County. Our Probation
Department wished to send data to COPLlNK (photos), and have 1-8 Probation users
trained in the use of the COPLlNK system. CEOlT has worked with COPLlNK and
Probation Department to define and test a data connection solution which will meet the
Probation requirements and maintain security for the County of Orange.
Diagram:
Shown below is a representative diagram ofthe entities and their connections
COPLlNK NETWORK DIAGRAM
Sup"riorCouTt$
Data xCh"nlleS."v"r
OataCent..,
COPLlNK M"mbers
PO-SanlaAna
PO'"
Probation
DOJ-State
Updated as of: 11/15/06-
TL
Implementation Plan/Costs:
Since CEOIT has designed and operates a shared enterprise IT environment for all
County Agencies this request is not a major effort and falls in line with ongoing projects
to improve our overall County Security. Later Phases of the evolving relationship
between Probation Department and COPLlNK may require more work, however this
request requires no new hardware, and only a small number of hours for completion.
The ongoing costs for this request are a small number of hours which will be used to
monitor systems and review security logs. These hours can be rolled into the ongoing
Operations and Maintenance Project which Probation has with CEO IT.
The schedule for this is expected to be within a week of final management approval of
this proposal.