Platform as a Service Web Map Service Levels Hosting Priority Levels and Allowable Response Times Critical– within 30 minutes to respond Service Description to customer High– up to 8 hours to respond to Delivers use of hardware and geospatial customer software that is required to place a web Medium– up to 24 hours to respond map and/or web map application on the to customer Internet/Intranet. Low– up to 48 hours to respond to customer What is Included Time” is defined as the time “Response between receipt of the call and/or ticket Offers shared service for use by and the time that work on the problem multiple agencies. begins. Due to the wide diversity of Uses commonwealth standard tool set problems that can occur, and the of ArcGIS Server software. methods needed to resolve them, Provides a testing and robust staging response time is not defined as the time and production infrastructure. between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None Professional Services
Platform as a Service Web Map Hosting Service Description Delivers use of hardware and geospatial software that is required to place a web map and/or web map application on the Internet/Intranet. What is Included Offers shared service for use by multiple agencies. Uses commonwealth standard tool set of ArcGIS Server software. Provides a testing and robust staging and production infrastructure. Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 hours to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None Professional Services
OA-OIT-Service-Catalog.docx