3 Low Problem that is inconvenient and not critical to DHR. (Example: The system is not automatically bringing up today’s date and the worker has to keep entering the date by hand) 5 days / week, EST Respond to caller within four (4) business hours of receiving the report. Within one (1) business day after response time if can be resolved remotely. For issues requiring onsite troubleshooting or resolution, a technician should be onsite within three (3) business days. 4 Non-Urgency Problem that requires an enhancement, but with no urgency 5 days / week, EST Respond to caller within one (1) business day of receiving the report. Present enhancement request to the State Project Manager within five (5) business days. Notify caller that their request is being reported to management for review and consideration. Service Level Metrics –Software Solution Availability REQUIREMENT The Contractor comply with the following system service level agreements as dictated by the metrics in the chart below: DHR Service Level Metrics – Common Services System Metrics Measure System Restoration (Disaster Recovery) Within seven (7) calendar days from declaration of disaster,restore100% of RMTS functionality to the State System File Restoration – 24x7x365 requests Complete 95% of file restoration within four(4) hours of failure, and complete 100% of file restoration within one (1) business day Backups – As Scheduled and accurate (ref. Section 3.4A6) Backups performed and completed for 99% of the time Planned System Availability RMTS system is available 99.9% of the time excluding scheduled maintenance
Security Requirements The Contractor Ensure that its personnel is familiar with, and exercises due diligence in carrying out, the State’s IT Security Policy (see Section 3.5.E.1.b.1). Comply with the Federal Guidelines for Web Accessibility, available at . Not place confidential or sensitive data on any application servers, database servers, or infrastructure components that require direct access from the Internet. Establish appropriate procedures to protect documents, computer information/data, and system documentation from unauthorized disclosure, modification, removal, and destruction, including suitable measures to properly dispose of media when it is no longer needed. Implement cryptographic solutions (encryption) when the confidentiality or sensitivity of information shall be maintained while a message is in transit between computing devices and when confidential or sensitive information is stored in a file or database. Develop a documented process to ensure that access privileges are verified at least once in six (6) months. Develop an automated process to ensure that user sessions time out a period of fifteen (15) minutes of inactivity. Develop a documented process to ensure that access rights reflect changes in employee/Contractor status within twenty-four (24) of the change. Develop a documented process to ensure that physical and logical access is immediately disabled upon a change in employment status where appropriate. Develop an automated or documented process to ensure that user IDs are disabled after sixty (60) calendar days of inactivity unless they are extended through the explicit approval of the State Project Manager. System IDs are excluded but should be changed at an interval of not less than one (1) year.
as work location, email address, etc. and Ad hoc 3.8.4.24 *Programs A list of program code numbers and their descriptions used by FIA. Due quarterly by the 5th day of the and Ad hoc 3.8.4.25 *Response count Summary Report Year to date, month to date report of responses received by program codes. This report is used to determine both the activity and program count and percentage of the responses for any time period requested by the user within the quarter. Used by FIA and SSA Due quarterly by the 5th day of the month and Ad hoc 3.8.4.26 *Response count by Employee This report, used by FIA and SSA, provides a breakdown of responses by Employee, program, activity and number of responses. This report is used to determine both the program and activity code chosen by each worker for any time period requested by the user within the quarter. Due quarterly by the 5th day of the and Ad hoc 3.8.4.27 *Response needed List Report Report by sample I.D. #, worker name, work location, phone no. date and time of sample. This report is used to determine which workers are 48+ hours behind on answering their sample notifications. This report is used by FIA. Due quarterly by the 5th day of the month and Ad hoc 3.8.4.28 *Response Count by Activity Used by FIA and SSA, this report breaks down responses by program activity, and number of responses. This report is used to determine the activity response count results chosen by the workers for any time period requested by the user within the quarter. Due quarterly by the 5th day of the month and Ad hoc 3.8.4.29 *Sample Distributions Report This report is used to determine number of samples generated as well as the percentage count for workers. The results are listed by Assistant District Manager which allows a quicker result to determine these figures by listed Manager. This report is used by FIA Due quarterly by the 5th day of the month and Ad hoc 3.8.4.30 *Program Used by FIA to report responses Due quarterly