Ordinance 2014-91 - Laserfiche WebLink

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EXHIBIT A Statement of Work Project Number: Go21T SOW 10231401 This Statement of Work dated January 1st, 2015, ( "SOW Effective Date ") supplements the Master Customer Agreement (the "Agreement ") effective as of 08/31/2012 by and between Go21T Group and City of North Olmsted. Go21T SOW 10231401 consists of the terms below, the signature page, and any unique attachments to Go21T SOW 10231401 which are all incorporated into the Agreement by this reference and are made a part of the Agreement by all intents and purposes. Capitalized terms used herein, unless otherwise defined, will have the meanings given to them in the Agreement. Services Description. a. The Service is designed to provide pro- active support services that anticipate and prevent IT problems before they occur. The Service is built upon the successful installation and configuration of technologies that Go21T's Technical Support Personnel utilize to monitor and maintain critical technology systems. 2. Deliverables Description. a. MSP will deliver the Service pursuant to the terms of this SOW. This SOW will serve to describe the on -going Services in detail. b. Help Desk Support and Network Monitoring Remote Help Desk for Customer's IT Network will be provided through remote means by MSP to Customer during normal business hours, Monday through Friday from 8:30 am to 5:00 pm EST. Access to the Go21T Help Desk by authorized personnel is made via the Go21T MSP live chat and trouble ticket management system. Network Monitoring Services will be provided 24/7/365. All services qualifying under these conditions, as well as Services that fall outside this scope will fall under the provisions of Section 5 of this SOW. Hardware costs of any kind are not covered under the terms of this Agreement. c. Support Tickets and Escalation Go21T will respond to Customer's Support Tickets under the provisions of attached Section 5.0. Support Tickets begin at Level 1 and must be opened by the Go21T Helpdesk Team which will also handle Level 2 Support Tickets. If the Helpdesk team is unable to remediate the issue, the Support Ticket is escalated to Level 3 at which time the Go21T Professional Services Team will take over. Each Customer issue will be assigned a Support Ticket number for tracking purposes. d. Hardware and Software Licensing and Support MSP shall provide support of all hardware and systems specified in Section 5.0, provided that all Hardware is covered under a currently active Vendor Support Contract; or replaceable parts are readily available, and all Software is Genuine, Currently Licensed and Vendor - Supported. Should any hardware or systems fail to meet these provisions, they will be excluded from this Service Agreement. Should 3rd Party Vendor Support Charges be required in order to resolve any issues, these will be passed on to the Customer after first receiving the Customers authorization to incur them. e. Virus Recovery for Current, Licensed Antivirus Protected Systems Damages caused by, and recovery from, virus infection not detected and quarantined by the latest Antivirus definitions are covered under the terms of this Agreement. This Service is limited to those systems protected with a Currently Licensed, Vendor - Supported Antivirus Solution and /or Guardian protected system. f. Monitoring Services MSP will provide on -going monitoring and security services of all critical devices as indicated in attached Section 5.0. MSP will provide monthly reports as well as document critical alerts, scans and event resolutions to Customer. Should a problem be discovered during monitoring, MSP shall make every attempt to rectify the condition in a timely manner through remote means. g. Support Services Outside Standard Business Hours Emergency support based services performed outside of the hours of 8:30 am — 5:00 pm Monday through Friday, excluding public holidays, shall be subject to provisions of Section 5.0. A 24/7/365 emergency support telephone number will be provided for Customer to call outside of normal business hours. This number rings directly to the mobile phone of the emergency technician on call. 3. Go21T SOW 10231401 Terms Go2lT Statement of Work 1 Confidential