Professional Services LAN Support Budget Emergency Management General Counsel General Services Service Description Governor’s Office Historical and Museum Commission Delivers configuration, and on-going Human Relations Commission maintenance of Local Area Network State Police (LAN) to provide connectivity for local State computing and printing resources within State Tax Equalization Board a building or campus environment. Note: This service is only available to the consolidated agencies. Service Levels What is Included Availability Service Objective: Target: 99.5% uptime during business Network administration to include hours of 7:30 AM to 5:00 PM. Local Area Network switches, firewalls, Response Time Service Level Objective: routers, Internet content filters, and Urgent Business-critical production – Dynamic Host Configuration Protocol outage impacting multiple people 15 – services. minutes. Server administration to include High Non-business-critical process – installation and configuration of server impacting multiple people 1 hour. – hardware and software in support of Medium Request for service 8 – – all File and Print functions and network hours. infrastructure. Questions or informational Low – System administration to include requests 16 hours. – patching, software packaging and distribution, and system configuration reporting. Additional Information Note: This service is only available to the Office of Administration and the None consolidated agencies:
Professional Services LAN Support Service Description Delivers configuration, and on-going maintenance of Local Area Network (LAN) to provide connectivity for local computing and printing resources within a building or campus environment. Note: This service is only available to the consolidated agencies. What is Included Network administration to include Local Area Network switches, firewalls, routers, Internet content filters, and Dynamic Host Configuration Protocol services. Server administration to include installation and configuration of server hardware and software in support of all File and Print functions and network infrastructure. System administration to include patching, software packaging and distribution, and system configuration reporting. Note: This service is only available to the Office of Administration and the consolidated agencies: Budget Emergency Management General Counsel General Services Governor’s Office Historical and Museum Commission Human Relations Commission State Police State State Tax Equalization Board Service Levels Availability Service Objective: Target: 99.5% uptime during business hours of 7:30 AM to 5:00 PM. Response Time Service Level Objective: Urgent – Business-critical production outage impacting multiple people – 15 minutes. High – Non-business-critical process impacting multiple people – 1 hour. Medium – Request for service – 8 hours. Low – Questions or informational requests – 16 hours. Additional Information None
OA-OIT-Service-Catalog.docx