HomeMy WebLinkAboutItem 06 Regional Information Services IGA with Lane County AGENDA ITEM SUMMARY Meeting Date: 9/19/2016
Meeting Type: Regular Meeting Staff Contact/Dept.: Brandt Melick/IT
Staff Phone No: 541-726-4645
Estimated Time: Consent Calendar S P R I N G F I E L D
C I T Y C O U N C I L
Council Goals: Financially Responsible
and Stable Government Services
ITEM TITLE: REGIONAL INFORMATION SERVICES IGA WITH LANE COUNTY.
ACTION REQUESTED:
Authorize the City Manager to sign Intergovernmental Agreement (IGA)
with Lane County for $165,426 and execute all documents required to effect the transaction.
ISSUE
STATEMENT:
The City’s goal is to provide financially responsible and innovative government
services in the most efficient manner possible. In order to support this goal, the Information Technology (IT) Department participates with regional partners to fund
operation of a regional data center. In addition, the department receives Tier 1
helpdesk services from Lane County.
ATTACHMENTS: 1) Lane County Information Technology Services Contract
DISCUSSION/ FINANCIAL IMPACT:
In the FY 2016-2017 (FY17) base budget, the City of Springfield allocated $165,426 to regional information services for this annual agreement with Lane
County. The amount includes $137,826 for Network System Services and $27,600
for IT Help Desk Services (previously contracted separately).
Annually the City participates with Eugene, Lane County, EWEB and LCOG to
share a regional data center and centralized data services for Internet access,
regional fiber communications, server hosting, Firewall, Virtual Private Network, Exchange Server, Security, and Backup services. Sharing core network services
regionally enables partner agencies to meet increasing demands for IT services and sustain business continuity more efficiently than any of the partners could accomplish independently. The FY17 contract reflects a 7.3% increase in the
Network System Services cost. This was an agreed upon amount to continue to fund key improvements in reliability and security within the regionally-shared datacenter.
The use of Lane County’s IT Help Desk Services allows the IT department to efficiently provide an availability of Tier 1 support and escalation that would be impossible to provide with the current IT staffing levels. The FY17 contract reflects
a 0% increase in the Help Desk Services cost.
In previous years Help Desk Services were provided through a separate contract. In
FY17, staff combined IT Help Desk Services and Network System Services into a
single contract with Lane County to decrease contracting overhead, increase transparency and aid with total cost accounting.
Springfield Staff recommends Council approve City Manager to execute contract.
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Technology Services Intergovernmental Agreement Page 2 of 5
technology services furnished by Service Provider under this Agreement.
5. Prior to December 1 of each year during the term of this Agreement and as a part of annual
budget preparation, Client agrees to make a good faith effort to estimate its needed Technology
Services for the following fiscal year, and Service Provider agrees to make a good faith effort to
estimate service costs such services. These estimates will be nonbinding on the parties.
D. Term and Termination:
1. This Agreement is effective as of July 1, 2016, and expires on June 30, 2017, unless extended by
written mutual agreement.
2. Either party may terminate this Agreement without penalty or premium upon 30 days' prior
written notice to the other party.
3. Termination will not affect any liability or obligation that arises prior to the notice of termination.
In the event of termination, and during the period of notice, the parties will develop a mutually
agreeable termination plan to accomplish the termination of all remaining services.
E. Contract Administration
Each party designates the following as its representative for purposes of administering this contract.
Either party may change its designated representative by giving written notice to the other as provided
in subparagraph I.9.
Service Provider: Client:
Mike Finch, IS Director Brandt Melick, IT Director
Michael.FINCH@co.lane.or.us bmelick@springfield-or.gov
541.682.4232 541.726.4645
F. Indemnification:
Each party is responsible for its own acts, and the acts of its employees, agents, officers, and elected
officials. In accepting and discharging their obligations under this Agreement, the parties
acknowledge their status as under ORS 30.260 retain all immunities and privileges granted them by
the Oregon Tort Claims Act (ORS 30.260 through 30.295) and any and all other statutory rights
granted as a result of their status as local public bodies.
G. Liability
Application programs and data supplied by Service Provider to Client are provided on an "as is"
basis. Service Provider expressly disclaims any warranty or responsibility, express or implied, as to
the accuracy, currency, or completeness of any data or programs supplied; provided, however, that if
and to the extent Service Provider's deliverables consist of or include software created by a third
party, Service Provider will warrant that it has authority to extend to Client a non-exclusive warranty-
free license to such software. Service Provider has no responsibility to Client for any failure of any
hardware or software acquired by Client, or for future incompatibility in any such hardware or
software resulting from any hardware or software change or redesign undertaken by Service Provider.
Delivery of software by Service Provider to Client will include nonexclusive, royalty free license to
utilize the software.
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Technology Services Intergovernmental Agreement Page 3 of 5
H. Amendments
This Agreement may not be modified or extended except by written agreement signed by all parties.
I. Miscellaneous Provisions
1. Dispute Resolution. The parties are required to exert every effort to cooperatively resolve any
disagreements that may arise under this Agreement. This may be done at any management level,
including at a level higher than the persons directly responsible for administration of the
Agreement. In the event that the parties alone are unable to resolve any conflict under this
Agreement, they are encouraged to resolve their differences through mediation or arbitration,
using such process as they may choose at the time.
2. Waiver. The failure of any party to enforce any provision of this Agreement will not constitute
waiver of that or any other provision.
3. Force Majeure. Neither party is responsible for delay or default caused in part or in full by
reasons beyond the party's reasonable control, including without limitation, strikes or other labor
difficulties, inability to obtain necessary governmental permits and approvals (including building
permits or certificates of occupancy), unavailability or scarcity of materials, war, riot, civil
insurrection, accidents, acts of God or nature, and governmental preemption in connection with a
national emergency. The parties shall, however, make all reasonable efforts to remove or
eliminate such a cause of delay or default, and shall, upon the cessation of the cause, diligently
pursue performance of its obligations under this Agreement.
4. Merger. This Agreement, including the attached SLAs, constitutes the entire agreement between
the parties. No waiver, consent, modification, or change of terms of this Agreement binds any
party unless in writing and signed by all parties. Such waiver, consent, modification, or change, if
made, is effective only in the specific instance and for the specific purpose given. There are no
understandings, agreements, or representations, oral or written, not specified herein regarding this
Agreement. The parties, by signature of their authorized representatives, hereby acknowledge that
they have read this Agreement, understand it, and agree to be bound by its terms and conditions.
5. Records and Inspection. Service Provider and Client must each maintain records of its costs and
expenses under this contract for a period of not less than three full fiscal years following Service
Provider's completion of this contract. Upon reasonable advance notice, either party or its
authorized representatives may from time to time inspect, audit, and make copies of the other
party's records.
6. Subcontracting. Service Provider may not subcontract its work under this contract, in whole or
in part, without the Client's prior written approval. Service Provider shall require any approved
subcontractor to agree, as to the portion subcontracted, to comply with all obligations of Service
Provider specified in this contract. Notwithstanding the Client's approval of a subcontractor,
Service Provider shall remain obligated for full performance of this contract and Client shall incur
no obligation to any sub-contractor.
7. Assignment. Neither party may assign this contract in whole or in part, or any right or obligation
hereunder, without the other party's written approval.
8. Compliance with Laws. The parties agree to comply with all applicable federal, state, and local
laws, rules, ordinances, and regulations at all times and in the performance of the work. This
Agreement shall be governed and construed in accordance with the laws of the State of Oregon,
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Technology Services Intergovernmental Agreement Page 4 of 5
apart from choice of law provisions. The parties agree that the Circuit Court for the County of
Lane, State of Oregon, or the Federal District Court of the State of Oregon (Eugene) is the sole
and proper forum for resolving any disputes involving this Agreement, any breach of this
Agreement, or relating to its subject matter. The Parties agree to submit themselves to the
jurisdiction of such courts without challenge to the jurisdiction of these courts. This Agreement
shall not be construed more favorably to Service Provider due to the preparation of this
Agreement by Service Provider. The headings and subheadings in this Agreement are for
convenience, do not form a part of this Agreement, and shall not be used in construing this
Agreement.
9. Notices. Any notices permitted or required by this contract shall be deemed given when
personally delivered or upon deposit in the United State mail, postage fully prepaid, certified,
return receipt requested, addressed to the representative designated in paragraph E. Either party
may change its address by notice given to the other in accordance with this paragraph.
10. Nondiscrimination. Service Provider, with regard to the work performed under this
Intergovernmental Agreement, shall not discriminate on the basis of race, color, national origin,
Limited English Proficiency, gender, income, age, or disability. Service Provider shall participate
either directly or indirectly in the discrimination prohibited by Federal statues, regulations,
executive orders, and Federal requirements. Service Provider shall comply with regulations
relative to nondiscrimination and environmental justice including those described in Title VI of
the Civil Rights.
[SIGNATURES FOLLOW ON NEXT PAGE]
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS)
This service level agreement for Network System Services is effective as of July 1, 2016 through June 30, 2017.
BETWEEN: LANE COUNTY INFORMATION SERVICES (Service Provider)
AND: CITY OF SPRINGFIELD
(Client)
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS)
TABLE OF CONTENTS
1 Summary............................................................................................................................ 3
1.1 Contact Information ................................................................................................................... 3
2 Maintenance Windows ................................................................................................. 4
3 Service Fee Structure .................................................................................................... 5
4 NSS list of services .......................................................................................................... 5
4.1 Networks & Connectivity .......................................................................................................... 6
4.2 Server & AD ..................................................................................................................................... 7
4.3 Datacenter ...................................................................................................................................... 7
4.4 Data Management ....................................................................................................................... 8
4.5 Electronic Messaging.................................................................................................................. 8
4.6 Security ............................................................................................................................................. 9
4.7 Application Support .................................................................................................................... 9
4.8 Consulting ....................................................................................................................................... 9
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS)
1 SUMMARY Network & Systems Services (NSS) include: Operation of a Regional Data Center, Electronic Mail Support, LAN Systems Server Disk Backup and Support, Regional and Local Network Services, and Data Security Services. 1.1 CONTACT INFORMATION Network & Systems Services (NSS) hours of operation are 24x7x365. Business hours are 0800-1700 Monday through Friday, except for holidays. After business hours NSS technical staff are on-call in case a critical service fails. Non-critical services that fail will be dealt with the next business day (Critical services are defined as public safety services; exceptions will be handled on a case by case basis).
Help Desk The LC Help Desk provides a single point of contact for initiating NSS service requests. Requests to the Help Desk will be entered as a support ticket and tracked until closed. NSS responds to all requests based on prioritization levels, the order in which they are received, and resources availability.
On-Call NSS
Email and Phone Numbers
Name Role Phone Email Help Desk Customer Support 541-682-4375 *LC IS Help Desk lcishelp@co.lane.or.us
Escalation Contacts Cheryl Ruede Manager 541-682-2015 cheryl.ruede@ris.lane.or.us
Request Prioritization Response to requests or incidents will be based on a priority matrix of Impact + Urgency = Priority.
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS)
Impact Is directly proportional to a number of users or public citizens influenced and or damage to the reputation of the agency.
Urgency Urgency is about the time sensitivity of the request. Will damage caused by the Incident increases rapidly? Involving priority/critical services or public safety?
2 MAINTENANCE WINDOWS
Definitions
Maintenance Window is the projected time when a service will be unavailable.
General Maintenance Window is the time reserved by NSS for performing maintenance on infrastructure that impacts customers in many different groups, departments, or agencies.
Standard Maintenance includes, but is not limited to, operating system patching, hardware updates, application upgrades and configuration changes, and Vendor recommendations.
Emergency Maintenance includes, but is not limited to, security patches, known vulnerability remediation, correction of performance degradation (that is negatively impacting customer work), and issues outside the control of NSS.
Maintenance NSS scheduled maintenance windows are 7:00AM to 8:00AM and 5:00PM to 7:00PM Monday through Friday. NSS will provide notification 2 business days in advance of scheduled maintenance activities whenever possible. On rare occasions it may be necessary to perform Emergency Maintenance with little or no advance warning, for example to restore service after an outage. The NSS designates as General Maintenance Windows the hours of 6am through 10am on Sundays and 4am through 8am on Tuesday mornings. All services provided by the NSS are subject to General Maintenance Windows unless specifically excluded in a written service
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS) level agreement (SLA). General Maintenance Windows are expected to be activated infrequently. Nero, Quest, and other vendors may have different maintenance schedules which are outside the control of the NSS.
3 SERVICE FEE STRUCTURE
City of Springfield FY17 Charges
Shared Regional Services: Annual Monthly
App Support $2,140 $178
Datacenter $23,232 $1,936
Division Management $11,531 $961
Electronic Messaging $7,391 $616
Networks & Connectivity $34,461 $2,872
Overhead $4,205 $350
Project Management $10,696 $891
Security $13,503 $1,125
Servers & AD $28,936 $2,411
Service Desk $1,731 $144
Total: $137,826 $11,485
NSS charges service fee is $11,485/month to be billed in arears.
Invoice to be sent to: Accounts Payable - City of Springfield, 225 5th Street, Springfield, OR
97477 or email to accountspayable@springfield-or.gov. The invoice must reference this contract
#1734 and approval code 231.
4 NSS LIST OF SERVICES NSS provides multiples services falling under three (3) areas, Datacenter Management, Network Administration, and Server Administration.
For detailed service definitions and eligibility please see attached service definitions.
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS) 4.1 NETWORKS & CONNECTIVITY The maintenance of hardware and software systems that make up a computer network including the maintenance and monitoring of active data network or converged infrastructure and related network equipment.
IP and Name Resolution
o DHCP
o DNS
Network Monitoring
o Orion
o Net Logs
Circuits and Cabling
o PAN
o Structured Cabling
o Cable/DSL Circuits
o Metro-E
o T1
o Audio/Visual
o UPS
Network Connectivity
o Switches
o Routers
o NTP
Network Access Control
o Firewalls
o Proxy
Wireless
o Cisco
o Aruba
Remote Access
o VPN
o NetMotion
Juniper
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS) 4.2 SERVER & AD Co-Manage and maintain server HW/OS performance, availability, infrastructure, and condition in a multiple Active Directory environment.
Domain Controllers
AD Design (FSMO)
GPOs
LDAP
Kerberos
Public Key Infrastructure
Radius RSA 4.3 DATACENTER House computer systems and associated components, such as telecommunications, servers, network gear, and storage systems. The datacenter includes redundant power supplies, battery backup with generator, redundant data communications connections, environmental controls (e.g., air conditioning, fire suppression) and various security devices.
Inventory
Rack/Move
Cable/Label
Cleaning
IMS4000
CellWatch
StructureWare
FM-200 Fire
UPS Battery Maintenance
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS) 4.4 DATA MANAGEMENT Data Management includes the development and execution of architectures, and procedures in order to manage the needs of partner agencies according to their own Data Lifecycle practices and policies.
File Server Administration
o FileServer
o DFS
o Varonis
o Securecopy
o RoboCopy
Data Backup, Restore, and Archiving
o CommVault
o Tape Library
o Tape Vaulting
o Tape Management
Data Storage
o SAN & NAS
o NetApp
o HP MSA
o Netgear 4.5 ELECTRONIC MESSAGING Electronic messaging consisting primarily of email services but including FTP and electronic faxing is provided by NSS.
Email
o Exchange
o OWA
o Antivirus
o Anti-Spam
o Encryption
o EWS
o Active Sync
o Gal Sync
o Cal Sync
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Attachment 1 SERVICE LEVEL AGREEMENT
Network System Services (NSS)
Electronic Faxing
o RightFax
File Transfer
o FTP-IIS
o SFTP-Vshell 4.6 SECURITY Security services include assistance with or management of the following:
Blue Coat WebFilter
RSA Maint (Tokens)
MS-ISAC
IP Cameras – Datacenter
Door Access - Datacenter 4.7 APPLICATION SUPPORT NSS does provide some limited application support for:
Application Serving o Citrix
Web Site Hosting
o IIS
o Certificates
SharePoint Administration 4.8 CONSULTING Ad-Hoc Consulting is available upon request where not specifically covered under existing/defined NSS services.
Consulting Ad-Hoc
LC Capital Improvement
Project Management
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Network & Systems Services
(NSS) – Service Definitions
Updated: 5/19/2016
Updated by: John Baldwin
1 OVERVIEW ..................................................................................................................................................... 3
2 ROLES & RESPONSIBILITIES ............................................................................................................................ 3
3 SUPPORT LEVELS ........................................................................................................................................... 4
3.1 FULLY SUPPORTED ............................................................................................................................................ 4
3.2 LIMITED SUPPORT ............................................................................................................................................. 4
3.3 BEST EFFORT SUPPORT ....................................................................................................................................... 4
3.4 NOT SUPPORTED............................................................................................................................................... 4
4 APPLICATION SUPPORT ................................................................................................................................. 5
4.1 APPLICATION SERVING ....................................................................................................................................... 5
4.2 OTHER APPLICATIONS ....................................................................................................................................... 5
4.3 SHAREPOINT ADMIN ......................................................................................................................................... 6
4.4 WEBSITE ADMIN (IIS) ........................................................................................................................................ 6
5 CONSULTING ................................................................................................................................................. 7
5.1 CONSULTING AD-HOC ........................................................................................................................................ 7
5.2 CAPITAL IMPROVEMENT ..................................................................................................................................... 7
6 DATACENTER ................................................................................................................................................. 8
6.1 DATACENTER MANAGEMENT .............................................................................................................................. 8
7 DATA MANAGEMENT .................................................................................................................................... 9
7.1 DATA ARCHIVING .............................................................................................................................................. 9
7.2 DATA BACKUP & RESTORE .................................................................................................................................. 9
7.3 DATA STORAGE............................................................................................................................................... 11
7.4 FILE SERVER ADMIN......................................................................................................................................... 11
8 ELECTRONIC MESSAGING ............................................................................................................................ 12
8.1 EMAIL – SERVICE ............................................................................................................................................ 12
8.2 FAXING (ELECTRONIC) ...................................................................................................................................... 12
8.3 FILE TRANSFER (FTP) ....................................................................................................................................... 12
9 NETWORKS & CONNECTIVITY ...................................................................................................................... 13
9.1 CIRCUITS & CABLING ....................................................................................................................................... 13
9.2 IP AND NAME RESOLUTION ............................................................................................................................... 13
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9.3 NETWORK ACCESS CONTROL ............................................................................................................................. 13
9.4 NETWORK CONNECTIVITY ................................................................................................................................. 14
9.5 NETWORK MONITORING .................................................................................................................................. 15
9.6 REMOTE ACCESS ............................................................................................................................................. 15
9.7 WIRELESS ...................................................................................................................................................... 16
10 SECURITY ..................................................................................................................................................... 17
10.1 PHYSICAL SECURITY (LANE COUNTY ONLY) ........................................................................................................... 17
11 SERVERS & AD ............................................................................................................................................. 17
11.1 ACTIVE DIRECTORY & AUTHENTICATION .............................................................................................................. 17
11.2 SERVER ANTIVIRUS .......................................................................................................................................... 17
11.3 SERVER MONITORING ...................................................................................................................................... 18
11.4 SERVER OS SUPPORT ....................................................................................................................................... 18
11.5 SERVER UPDATES ............................................................................................................................................ 19
11.6 SERVERS PHYSICAL HOSTING ............................................................................................................................. 20
11.7 SERVERS VIRTUAL HOSTING .............................................................................................................................. 21
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1 Overview
This document provides detailed service features and details including support levels and eligibility for
services listed in the Network Systems Services (NSS) Service Level Agreement.
2 Roles & Responsibilities
Service Summary Primary
Active Directory & Authentication Design, FSMO, GPO, PKI, RSA *LC IS Server Infrastructure Services (SIS)
Application Serving - Citrix LC CITRIX for LC GWIN Marise A
Application Serving - Citrix Regional GREEN Chris
Consulting Ad-hoc consulting *LC IS Server Infrastructure Services (SIS)
Data Archiving CommVault Data Archiving GREEN Chris
Data Backup & Restore CommVault GREEN Chris
Data Storage Storage Appliances NAS/SAN BALDWIN John
Datacenter Management Inventory, Rack, Environmental *LC IS Server Infrastructure Services (SIS)
Email Exchange (Spam, AV, Encrypt)BIBBEE Kathy
Faxing Electronic Rightfax STEDMAN Loni A (IS)
File Server Administration FileServer Moves, Varonis GWIN Marise A
File Transfers (FTP)FTP/SFTP - RISRV201 OCHOA Ray
IP & Name Resolution DHCP, DNS, WINS *LC IS Network Infrastructure Services (NIS)
LC Capital Improvements Building projects etc.PHILLIPS Debbie A
Network Access Control Firewalls, Proxy *LC IS Network Infrastructure Services (NIS)
Network Circuits & Cabling PAN, Cable, T1, A/V *LC IS Network Infrastructure Services (NIS)
Network Connectivity Switches, Routers, NTP *LC IS Network Infrastructure Services (NIS)
Network Monitoring Orion *LC IS Network Infrastructure Services (NIS)
Network Wireless Wireless Aruba/Cisco LOFTIS Josh
Other Applications GPS, Helion, Other GARNER Jim J
Physical Security IP cameras & Door Access PHILLIPS Debbie A
Remote Access VPN, Netmotion, Juniper SHOLAAS Margaret G
Server Antivirus Trend STEDMAN Loni A (IS)
Server Hosting Physical Sizing, Orders, Maint/Support *LC IS Server Infrastructure Services (SIS)
Server Hosting Virtual VMware, & VM Infra BIBBEE Kathy
Server Monitoring - HPSIM HP Server HW alerts SANDERS Dave L
Server Monitoring - WUG Server UpDownAlerts BALDWIN John
Server OS Support Maint, Troubleshoot & Repair *LC IS Server Infrastructure Services (SIS)
Server Updates Kaseya OCHOA Ray
SharePoint Admin SharePoint Administration GWIN Marise A
Website Hosting IIS, LC certs, webapps support GWIN Marise A
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3 Support Levels
Support levels are attached to our services so customers can understand our level of expertise and state
of readiness.
3.1 Fully Supported
NSS will fully support this technology or service including consulting, training, implementing,
troubleshooting, and maintenance. The general criterion for full support is as follows:
Considered core server, network, or datacenter infrastructure services
Heavily used by one or more agencies or related to public safety
High level of expertise among NSS staff
Support documentation and or agreements are in place
3.2 Limited Support
NSS has some experience and training for this technology or service and will provide support. Referral
to outside vendor support may become necessary. The general criterion for limited support is as
follows:
Technology may or may not be considered core network/server infrastructure or a part of data
center management
Technology is unique or is in limited use
Limited expertise among NSS staff is available
Support documentation may be available
3.3 Best Effort Support
NSS has familiarity with, and will make reasonable efforts to answer questions or resolve issues as time
permits. Referral to outside vendor support may become necessary. The general criterion for best
effort support is as follows:
Technology is not core network/server infrastructure or a part of data center management
Technology is used exclusively by a few users
No expertise among NSS staff, software or technology may be highly specialized
Cutting edge or legacy software or technology
3.4 Not Supported
NSS staff will not install, configure or provide answers for this software or technology, but will provide
alternatives if available. The general criterion for technology and no support is as follows:
A cheaper and or better alternative is already the supported standard. Quality of service is
degraded without adhering to minimal standards
Technology violates the policies for one or more partner agencies. We provide centralized
services for multiple agencies, all of our technical solutions should meet minimums for all
agencies
Software is known to cause issues or disrupt the County or partner IT services
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4 Application Support
4.1 Application Serving
Citrix virtual application serving includes a separate Lane County and Regional implementation.
4.1.1 Service Features
Unicare (Cocentrix), Doc 400 for Parole and Probation, Centricity (Carecast)
Improving user experience internal and remote access
4.1.2 Service Details
4.1.2.1 Eligibility
Regional Customer Agencies
4.1.2.2 Support Level
Full/Limited Support
4.2 Other Applications
Bucket for any software Lane County wants NSS to support
4.2.1 Service Definition
We support random applications here
4.2.2 The List of applications
Hellion for Deeds and records
GPS for Land Management
Panic Button for the courthouse
Sign language interpreter
AVL
SO voice recorder
4.2.3 Other Service Details
4.2.3.1 Eligibility
Lane County
4.2.3.2 Support Level
Best Effort
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4.3 SharePoint Admin
Specifically the “Farm Administrator” role – Standing up “root” sites and applying Site Admin roles.
Installing and configuring SharePoint apps (“Solutions” and “Features”), backups and restores, backend
maintenance like Searching, .NET version installs, and Workflows, generally supporting Site Admins
and developers.
4.3.1 Service Details
4.3.1.1 Eligibility
Lane County and RIO members partnered with Lane County
4.3.1.2 Support Level
Full Support
4.4 Website Admin (IIS)
Supporting IIS specifically: .NET installs, web application configurations, adding and removing web
applications, supporting rollouts and upgrades, assist troubleshooting, application pool maintenance,
permissions required for applications to work, install concomitant web services, adding structural
pieces (like URL rewrite modules, or adding PHP support)
4.4.1.1 Eligibility
Lane County (can be extended to RIO members if needed)
4.4.1.2 Support Level
Fully Supported
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5 Consulting
5.1 Consulting Ad-hoc
If we have the resources available and the skills required, we will consult for any customer partner.
5.1.1.1 Eligibility
Consulting is available to all customer/partner agencies, subject to project priorities and
resource availability.
5.1.1.2 Support Level
Fully Supported to Best Effort
5.2 LC Capital Improvement
Lane County capital improvement projects.
5.2.1 Projects under Capital Project Manager
Paid for out of LC Capital Improvement Funds
Typical services include:
Provide Technology Drawings and specifications
Provide Access Control drawings and specifications
Attend construction meetings
Coordinate with my team or other IS divisions regarding network equipment, PC and
printer moves, temp locations, access control changes etc.
Punch list / closeout
5.2.2 Direct Department funded projects
Data / voice cabling, access control or security camera adds/changes
Typical services include:
Gather scope
Create drawing and RFQ
Solicit quotes
Hire and manage contractors
Punch list / closeout
Update Master drawings
5.2.3 Other Service Details
5.2.3.1 Eligibility
Lane County
5.2.3.2 Support Level
Fully Supported
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6 Datacenter
6.1 Datacenter Management
The Lane County datacenter hosts network, telephony, servers and other appliances for partners who
want to operate their equipment in a secure, centrally-managed environment.
6.1.1 Service Features
Receiving Services
Installation (racking) services
Inventory Services
o Server Inventory - Incident Monitor
o Network Inventory - Orion
Cable and Label
Tape Vaulting
KVM Remote access (request/approval required)
6.1.1.1 Datacenter Power
Power sizing/availability
Uninterrupted Power supply (Under 24/7 8hr Support contract)
o Power conditioning
o Cutover to backup generator
Backup generator (Generator test first Tuesday of every month)
6.1.1.2 Datacenter Environmental Controls
Automatic Environmental Monitoring and Alerting (IMS 4000)
Server POD Environmental Control, Monitoring & Alerting (Structure ware)
Fire Detection and suppression system (FM 200)
Other
6.1.1.3 Datacenter Security
Secured Entry
o Proximity Cards (Authorization & Background checks)
o Escorted access for guests and vendors
24/7 Monitoring
o IP Cameras
Camera retention 7 days
o Access logs
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7 Data Management
7.1 Data Archiving
Data archiving moves data that is no longer actively used to a separate data storage device for long-
term retention. Data archives consist of older data that is still important and necessary for future
reference, as well as data that must be retained for regulatory compliance.
Unlike backups, which are copies of data, archived data is moved to lower cost storage and eventually
copied off to tape for long term offline storage.
By archiving data we can reduce the utilization of expensive storage systems and avoid taking multiple
backups of static or unused data which, in turn, lowers the cost of Data Management infrastructure.
7.1.1 Archiving Features
Reduce storage and backup costs by offloading primary systems.
Move old data based on last access time, with retention policies, to cheaper online
storage
Move data that has not been accessed in many years to offline tape repositories.
7.2 Data Backup & Restore
NSS provides backups for the Windows servers in the regional datacenter and a few servers deployed
around Lane County.
7.2.1 Support
The backup service is monitored during business hours for performance and component
failures. Storage systems personnel are alerted to failures and respond to alerts. A backup
administrator, usually your local server administrator, must be designated to communicate
any backup related issues or requests.
7.2.2 Data Recovery
You can initiate a data restore at any time, day or night, using the restore feature of the
CommVault web client software. You may also request assistance from the LC Help Desk for
restores. Note that the restore of a single file might take only a few minutes (unless offsite
tape is required); the restore of an entire system may take several hours to several days
depending upon size of stored data, server hardware, network speeds, etc..
We guarantee OS and data recovery, this does not always translate into full application
recovery. Historically, full system restores have been hit and miss in restoring server
applications. In fact, the global filter excludes common database file extensions and
directories. We recommend application owners schedule and run test restores to verify their
application recovery plans will work.
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7.2.3 Self Help
CommVault web interface.
Basic Restore Directions.
Advanced Restore Directions.
7.2.4 Backup Schedule
Incremental backup jobs happen Monday through Thursday with full backups starting on
Friday and run through the weekend. Weekend full backups include ALL files (excluding
global filter) on the servers. The Monday through Thursday incremental backups check for
differences in the file structure between full backups.
7.2.5 Supported Backup Agents
Windows file system (includes system state)
Exchange Database
Exchange Mailboxes
Active Directory
VMware integrated backups
7.2.6 Backup Retention
By default all backup data is retained for 30 days. The first full backup of every month is
archived for one year.
7.2.7 Backup & DR
Most recent full backups go to an offsite location for DR.
7.2.8 Data Security
Backup data is encrypted to be accessed by our specific backup infrastructure installation.
Backup encryption levels do not meet most regulatory requirements, we recommend
encrypting your data at rest (prior to backups) to meet your compliance needs.
7.2.9 Backup Reporting
Backup reports are available upon request. The most common report is the daily status
report which provides server backup times with success and failure information along with
other statistics.
7.2.10 Global Filter List
The backup global filter excludes common database file extensions and directories named
"nobackup". Local backup filters can be applied to servers upon request.
7.2.11 Agent Removal
To cancel backup services, submit a request to the LC IS Help Desk. Be sure in providing the
name of the server(s) that should no longer be backed up.
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7.2.12 Other Service Details
7.2.12.1 Billing & Chargeback
Based on utilization levels and direct chargeback
7.2.12.2 Eligibility
All RIO members
7.2.12.3 Support Level
Fully Supported
7.3 Data Storage
Server storage management is a feature of the virtual/physical server hosting services. NSS will build
your server RAID configuration to specification as well as monitor and maintain it while you subscribe
to our services. NSS supports larger ISCSI or NFS arrays as a part of the Virtual server or backup and
restore service infrastructure.
We will help you size and design your server or stand-alone storage solutions. Stand-alone storage
solutions may require additional rates and will be subject to NSS storage vendor and configuration
standards in order to be "fully supported". Otherwise, "Best effort" support levels may apply.
7.3.1 Other Details
7.3.1.1 Support Levels
Full Support: All Storage alliances hosted by NSS including: Server hardware RAID
configuration, Netapp storage, HP MSA storage, Netgear
Best Effort: All Data Storage appliances
7.3.1.2 Eligibility
All NSS Customers
7.4 File Server Admin
Sizing, building, logical grouping of data, set up servers, work with Security admin on permissions and
shares, monitor disk space, monitor growth for future estimates. We provide file server migrations to
new hardware.
7.4.1 Other Service Details
7.4.1.1 Eligibility
Lane County and RIO members
7.4.1.2 Support Level
Limited Support
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8 Electronic Messaging
8.1 Email – Service
8.1.1 Service Subscriptions
8.1.2 Service Details
8.1.2.1 Eligibility
All RIO Members
8.1.2.2 Support Level
Fully Supported
8.2 Faxing (Electronic)
With our RightFax application/service you can send, receive, and manipulated faxes on your
workstation in email or with the RightFax client utility.
8.2.1 Faxing Features
custom cover sheets,
collaborative fax incoming groups,
outbound faxing from outlook,
print to fax,
fax pdf files,
and application integration.
8.2.2 Availability
The RightFax service is available for use 24/7 outside of standard maintenance windows.
Support requests are handled during business hours based on urgency and the order in
which they are received.
8.3 File Transfer (FTP)
Feature
Lane
County LCOG Eugene Springfield EWEB HACSA
Inbound email spam filtering X X **X X X
Inbound email anti-virus scanning (virus wall)X X **X X X
Email anti-virus scanning (ScanMail)X X ** **
OWA (Outlook Web App)X X **X X
ActiveSync (mobile device sync)X X **X
Oubound email processing (McAfee gateways)X X X XX X X
Outbound email encryption (CISCO IronPort)X
Outbound email encryption (McAfee Secure Web Mail)X
Exchange server design/install/maintenance X X ** **
Email related user problems (escalated)X X **
GAL sync X X X X X
Calendar (free/busy) sharing X X X X X
Export of email address lists (quarterly)X
X = service currently provided XX = service provided on a limited scale ** = service previously provided
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Create FTP/SFTP areas for partners, manage UserIDs, add specific folders or FTP Isolation Mode
configurations for sensitive (CJIS HIPAA) data transfers, troubleshoot connectivity problems,
recommend FTP/SFTP clients.
8.3.1 Other Service Details
8.3.1.1 Eligibility
All RIO members
8.3.1.2 Support Level
Fully Supported
9 Networks & Connectivity
9.1 Circuits & Cabling
NSS provides physical network cabling and coordinates 3rd party data circuits to facilitate network
connectivity.
9.1.1 Service Features
Coordinate PAN circuit install and maintenance
Coordinate WAN circuit install and maintenance
Structured cabling (Lane County sites only)
Cable, DSL, and MetroE circuits (Lane County only)
9.1.2 Other Service Details
9.2 IP and Name Resolution
NSS provides the ability to for networked devices to join an IP network and locate other services or
devices on the network.
9.2.1 Service Features
Centralized DNS services for internal customers
Public DNS services for public name resolution
DNS backup services, consulting SME
Centralized DHCP services for internal customers
o IP Reservations
9.2.2 Other Service Details
9.2.2.1 Eligibility
All Partner/Customer Agencies on the PAN
9.2.2.2 Support Level
Fully Supported
9.3 Network Access Control
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The Network Access Control (NAC) service provides a technical means to enforce legal, compliance,
and policy requirements related to network use. This NAC service focuses on the use of firewalls and
security appliances to control which actives utilize network resources; shield access between
interconnected systems such as the internet and internal network; or provide an audit log of network
activities to meet legal, compliance, or policy requirements.
9.3.1 Service Details
9.3.1.1 Out of Scope
The Network Access Control service is not and end-to-end solution for security and does
not cover desktop or server level access control.
9.3.1.2 Eligibility
All RIO members
9.3.1.3 Support Level
Fully Supported
9.4 Network Connectivity
NSS provide layer-2 and layer-3 LAN and WAN connectivity to support customer access to the regional
datacenter and internet.
9.4.1 Service Features
Physical network ports for desktops, servers, and ad-hoc line-of-business devices.
Highly available core network, datacenter network, and internet edge network.
The core network, datacenter network, and internet edge network devices are shared resources
amongst multiple NSS customers.
9.4.2 Performance
Standard performance levels for connectivity within the PAN:
1Gbps for servers in the datacenter
100 Mbps for desktops and line-of-business devices
Performance from within the PAN to the internet is subject to the transit rates purchased by
each agency on a case-by-case basis.
For customers outside of the PAN, performance is subject to agreements with the 3rd party
circuit providers on a case-by-case basis.
9.4.3 Availability
99% network availability for core network, internet edge, and datacenter network.
Availability for customers outside of the PAN is subject to agreements with the 3rd party
circuit providers on a case-by-case basis.
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9.5 Network Monitoring
NSS provides health monitoring and alerting of network devices and services.
9.5.1 Service Features
9.5.1.1 Monitoring includes:
Ping tests for up/down status on 24/7/365 devices
SNMP polling for interface statistics on 24/7/365 interfaces.
SNMP polling for CPU/memory statistics on 24/7/365 devices.
9.5.1.2 Alerting includes:
E-mail alerting based on devices up/down status
E-mail alerting based on interface up/down status
Optional human based escalation for critical devices based on service agreement.
9.5.2 Service does not include
Server or Workstation monitoring
Monitoring for anything that is not generally expected to be up and functional
24/7/365.
Monitoring for any ad-hoc devices such as cameras, kiosks, televisions, access control
panels, etc.
9.5.3 Service Details
9.5.3.1 Eligibility
All RIO Partners
9.5.3.2 Support Level
Fully Supported
9.5.3.3 Availability
99% availability for network monitoring and alerting.
9.6 Remote Access
NSS provides the ability for remote offices and remote workers to connect to internal resources over
untrustworthy networks such as the public internet.
9.6.1 Service Features
Remote connectivity options include:
Site-to-site VPN connections for remote offices
Site-to-site VPN connections for remote vendors on a case-by-case basis.
Client-to-site VPN connections for remote or mobile workers
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9.6.2 Service Details
9.6.2.1 Eligibility
All RIO Partners
9.6.2.2 Support Level
Fully Supported
9.7 Wireless
NSS provides 802.1b/g wireless connectivity at Lane County sites.
9.7.1 Wireless Features
Wireless services are provided at all major Lane County locations or upon request where
viable.
9.7.2 Resource
Wireless SSIDs available are
LC_Business - Business wireless connects directly to the Lane County business network
and is intended for approved business functions. Access requires authenticating with a
valid user name and password.
LC_Pubic_WiFi - Public Wireless for anyone to use
9.7.3 Performance and availability
LC_Business will be available 99% of the time at performance levels on par with 802.1
b/g speeds.
LC_Public_WiFi has no availability or performance guarantees and is subject to
maintenance at any time.
9.7.4 Support Level
Fully Supported
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10 Security
10.1 Physical Security
10.1.1 Service Features
Building Electronic Door Entry Control and Video Recording
10.1.2 Service Details
Proximity card door keys
Access entry reporting
IP Camera Recording and Monitoring
10.1.2.1 Eligibility
All RIO Partners
10.1.2.2 Support Level
Fully Supported
11 Servers & AD
11.1 Active Directory & Authentication
Each agency is responsible for its Active Directory (AD) implementation but NSS provides consulting
and administrative assistance for AD including design, maintenance, and troubleshooting.
11.1.1 AD Service Features
AD Design
AD domain controllers (upgrades)
AD replication
Flexible Single Master Operations Roles (FSMO)
Forest, trees, domains
Trust Relationships
Organizational Units (OUs)
Sites - groupings defined by one or more IP subnets
Objects - user & computers
Group Policy Objects
LDAP queries
Federated services
11.2 Server Antivirus
Server Antivirus is provided as a part of the server OS support service.
11.2.1 Service Features
Centrally supported infrastructure so AV protection can be kept active and properly
configured.
Virus definitions and client versions kept up to date.
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Real time protection against viruses, spyware, adware, rootkits and suspicious files
provided.
Manual scans can be performed via the AV client.
Scheduled scans happen daily at 3am.
Emergency online/offline scans can be performed on servers on suspect servers.
11.3 Server Monitoring
Server Monitoring is provided as a part of the server support service.
11.3.1 Service Features
The Primary focus of the Server monitoring services is real-time server up/down monitoring
and C: drive % space utilization to ensure the server team can react quickly to server
up/down events. Alerts/Reports go to the server support team and helpdesk. We
recommended agency IS support staff be added to any automated reports/alerts as well.
Secondary server monitoring services include Server HW & SW, OS inventory, CPU utilization,
Memory utilization, Disk utilization. Customer agencies can have access to this information
upon request either via emailed reports or account access to the monitoring system.
Additionally all HP servers are monitored by a free HP provided application called HPSIM.
HPSIM monitors HP Server HW for events like fan/drive failures or thermal thresholds as well
as tracking firmware and drivers levels.
11.4 Server OS Support
IT Services offers systems administration for servers running Microsoft’s Windows Server operating
system. The service includes daily maintenance, 24 x 7 support and monitoring, installation and
configuration, patch management, and security scanning. The service is available for single- or multi-
server applications.
11.4.1 Service Features
OS troubleshooting support by NSS staff
Microsoft Priority Support pack for escalation as needed
Fully automated operating system and patch deployment
Monitoring and alerts for hardware events and OS health
Server virus scanning
Server OS migrations P-to-V & V-to-P
OS version upgrades
Server hardening and local firewall support
Server features, best practices & standards
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11.4.2 OS Requirements
11.4.2.1 Fully Supported
Windows 2008 (32/64-bit)
Windows 2008 R2
Windows 2012
Windows 2012 R2
11.4.2.2 Best Effort Support
Windows 2003 (violates CJIS, HIPPA, PCI)
11.4.3 Support Hours
By default all servers are supported business hours (8am-5pm). Some servers can be
designated for 24-7 on-call coverage, please contact NSS for details.
11.4.4 Availability
Executive reports providing server uptime can be made available upon request.
11.5 Server Updates
Security updates or critical updates protect against vulnerabilities to malware and security exploits.
Other updates correct errors unrelated to security, or enhance functionality. Server updates are
provided as a part of the Windows Server OS Support service.
11.5.1 Service Features
Automatic Windows server security updates
3rd party software security updates
Windows servers critical patches and service packs
Updated server drivers and firmware
NSS provides automatic server security update deployment with optional non-security
updates. Updates are provided for both Microsoft & 3rd party software. The 3rd party
software list can be made available upon request.
Update schedules are emailed monthly by the patching administrator the week of MS patch
Tuesday. Manual patching is also available via the patching web console, contact the
patching administrator for details or assistance.
11.5.2 Reports
The following reports are available in the patching application or can be emailed on a
schedule:
Executive summary report - for server health
Patching compliance reports
Server patch group membership
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Agencies are expected to review group membership, deployment schedules, and updates to
be deployed each month and notify patching administrator of required changes.
11.5.3 Service Packs, Drivers & Firmware
NSS also manually installs Windows service packs, drivers, and firmware for new server
builds. Successive service packs, drivers, and firmware are deployed on a case by case basis.
11.5.4 Security Patching & Regulatory Compliance
CJIS Security Policy Version 5.3, Section 5.10.4.1 Patch Management - "The agency shall
develop and implement a local policy the ensures prompt installation of newly released
security relevant patches, service packs and hot fixes."
PCI DSS Requirements v3.0 - 6.2 "Ensure that all system components and software are
protected from known vulnerabilities buy installing applicable vendor-supplied security
patches. Install critical security patches within one month of release."
11.6 Servers Physical Hosting
11.6.1 Service Features
Support for server planning, sizing, quotes, orders, install, configuration, and
deployment.
Server hardware changes or upgrades (tracking/Auditing)
Server hardware support subject to manufacturer or 3rd party maintenance
agreements. We also track and facilitate maintenance renewals.
Monitoring and alerts for server hardware events
Decommission process
11.6.2 Server Sizing, Quotes & Orders
Here is the link to the HP Server Quote site, our standard is the Proliant ML or DL series (for
informational purposes only). Final quotes and orders most go through the NSS team via the
following link.
After the server HW is ordered & received, a build request must be submitted.
11.6.3 Server Build Requests
Server build requests are for builds and rebuilds of existing server hardware.
Note:
Server OS license costs & administration is the responsibility of the requesting agency.
Server OS support is a separate monthly fee, refer to the Server OS support service for
details.
11.6.4 Server Hardware Standards & Maintenance
NSS has standardized on a limited set of HP enterprise rack-mounted server hardware. All
servers are purchased with 5-year, 24/7, 4 hour response time support.
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Extended maintenance through manufacturer can be purchased after the original
maintenance agreement. If server HW exceeds manufacturer EOL, 3rd party maintenance
options are available.
Servers with no current HW maintenance are subject to "best effort" support levels and the
availability of spare parts. NSS may be able to contact manufacturer support or purchase HW
at the customer’s expense.
11.7 Servers Virtual Hosting
NSS Virtual Servers are available as an alternative to hosting and managing dedicated, physical server
equipment.
NSS provide VM performance monitoring, alerts, and controls in order to protect pooled server
resources.
We recoup infrastructure and licensing costs with a simple bill back model allowing our partner
customers to perform predictable budget planning based on their subscription to our virtual server
service.
Note:
1. Server OS license costs & administration is the responsibility of the requesting agency.
2. Server OS support is a separate monthly fee, refer to the Server OS support service for details.
11.7.1 Performance
NSS provide VM performance monitoring, alerts, and controls in order to protect pooled
server resources.
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Page 1 of 5
Attachment 2 SERVICE LEVEL AGREEMENT
Client System Services (CSS) – Help Desk
This service level agreement for Client System Services (CSS) is effective as of July 01,
2016, through June 30, 2017.
BETWEEN: LANE COUNTY INFORMATION SERVICES
(Service Provider)
AND: CITY OF SPRINGFIELD
(Client)
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Attachment 2 SERVICE LEVEL AGREEMENT
Client System Services (CSS) – Help Desk
Table of Contents
1 Summary............................................................................................................................ 3
1.1 Key Service Definitions/Features .......................................................................................... 3
1.2 Contact Information and Support Hours ........................................................................... 3
1.3 Call Prioritization and Escalation ........................................................................................ 3 1.3.1 Incident and Event Handling .................................................................................................. 3 1.3.2 Incident Handling Escalation .................................................................................................. 3
2 Detailed Description ..................................................................................................... 4
2.1 Help Desk Services ....................................................................................................................... 4 2.1.1 Service Provider Help Desk Services ................................................................................... 4
3 Service Fee Structure .................................................................................................... 5
4 Other ................................................................................................................................... 5
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Attachment 2 SERVICE LEVEL AGREEMENT
Client System Services (CSS) – Help Desk
1 SUMMARY 1.1 KEY SERVICE DEFINITIONS/FEATURES Lane County Information Services Help Desk will provide triage and dispatch services for computer, software and peripheral support for Client. 1.2 CONTACT INFORMATION AND SUPPORT HOURS
Help Desk hours of operation will be from 8:00AM - 5:00PM Monday through Friday,
except for holidays.
Support Help Line
Name Role Phone Email
Help Desk Customer Support 541-682-6789 *LC IS Help Desk lcishelp@co.lane.or.us 1.3 CALL PRIORITIZATION AND ESCALATION Calls can be categorized as either Incidents or Service Requests.
An Incident is not planned and means the service is disrupted.
A Service Request has a planned process or procedure ready to be executed, for
example password resets. 1.3.1 INCIDENT AND EVENT HANDLING
Incident and service request handling will ultimately be prioritized by Client IT staff.
Service Provider staff will be responsible for creating and entering the incident or request
in Client’s Help Desk software. Client’s Help Desk software has automated email
routing and escalation based on service level rules created and managed by Client IT
staff. 1.3.2 INCIDENT HANDLING ESCALATION
Client IT staff will be responsible for prioritizing and escalating incidents and service
requests based on their own internal processes.
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Attachment 2 SERVICE LEVEL AGREEMENT
Client System Services (CSS) – Help Desk
2 DETAILED DESCRIPTION 2.1 HELP DESK SERVICES 2.1.1 SERVICE PROVIDER HELP DESK SERVICES
Service Provider Help Desk will provide Tier 1 Services as outlined below at Client’s
discretion. Service Provider will provide multiple trained staff to handle Client’s Help
Desk calls.
The Tier I services shall gather the customer’s information and attempt to determine the
customer’s issue by analyzing the symptoms and identifying the underlying problem.
Tier I services shall gather as much information as possible from the end user. This
information should include:
1. Contact information – first and last name, phone number and City Department, any limitations to contacting customer such as ending of shift, going on vacation, etc., and physical location of user such as City Hall, Ops Buildings, Fire Station #etc.
2. Issue information – date issue began, computer system/software name, screen name or report name, error or warning message displayed on the screen and screen shots where applicable.
3. Solution information – description of remedies and any relevant customer comments. Should the issue be resolved by service provider then date issue
resolved and contact information of person notified of solution.
This information shall be recorded into Client’s Help Desk software to analyze the
symptoms to define the problem or issue.
Tier 1 Services could include services listed below once service provider staff has
been trained and permissions to client’s network have been modified to allow
access.
Excludes Password Reset for CJIS systems
Includes Domain Password Reset
Includes PeopleSoft Password Reset
Includes Network Print Queue
Includes Install/Update Client approved software listed below:
Adobe Reader
Adobe Flash Player
Microsoft Silverlight Includes Triage and Dispatch services above Tier 1 Services
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Attachment 2 SERVICE LEVEL AGREEMENT
Client System Services (CSS) – Help Desk
The calls will be forwarded from Client’s internal Help Desk number to Provider’s phone
system and routed to a phone queue. The unique phone queue will be created to handle
Client calls. Service Provider staff will enter incidents and requests into the Client’s
Help Desk software. Client service rules in the software package will route the incidents
and requests to Client IT staff. For urgent issues, Client will provide an escalation phone
list.
After hours (between 5:01 PM and 7:59 AM during week days and all hours during
weekends), calls will be routed to a specified voice mail box. Voice mails will be
retrieved at the start of the business day and issues will be entered into client’s help desk
software.
3 SERVICE FEE STRUCTURE
Help Desk service fee is $2,300/month to be billed in arears.
Invoice to be sent to: Accounts Payable - City of Springfield, 225 5th Street, Springfield,
OR 97477 or email to accountspayable@springfield-or.gov. The invoice must reference
this contract #1734 and approval code 231.
4 OTHER
Client will inform its customer base that their initial calls will be going to Provider Help
Desk. Service expectations will be clearly articulated to the Client user community.
Service Provider services may be expanded to include a higher level of service, which
may affect the fee structure.
Client will provide the necessary training and access to Service Provider staff to enable
them to perform the Tier 1 Services as outlined in Section 2.1.1 Service Provider Help
Desk Services.
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