"Service Level Agreement"
Roles and Responsibilities
|Provide information technology support of ARES application including troubleshooting incidents
|Provide Help Desk support to appropriately channel service inquiries and incident calls
|Provide service support hours from Monday through Friday
|Provide highly-reliable application connectivity as well as application response time
|Ensure that ARES services are not used for personal or other matters that do not pertain to official business needs
|Reporting significant changes in business operations that may influence ARES services
|Reporting changes in service performance in a timely mannger to allow for accurate and speedy diagnostics
|Ensure that intended users of the Adobe Reader Extensions Service will have Internet access outside the firewall
|Ensure that intended users of the Adobe Reader Extensions Service will have access to Adobe Reader
Billing and Payment for Services
BCCS plans and maintains a common IT infrastructure, on
behalf of the State, to realize the most efficient, reliable,
and least cost approach to delivery of IT services to State
agencies. Customers of BCCS are provided projected annual costs
allowing continued planning and budgeting, avoiding
unanticipated costs. The centralized IT provisioning of services
requires BCCS customers to make prompt payments allowing
services to continue without interruption. By using this
service, BCCS customers, under these Terms of Service, agree to
submit payment vouchers to the Illinois State Comptroller within
60 days of invoicing.
Acceptance of Terms
By request and use of this service hosted by Central
Management Services, Bureau of Communication and Computer
Services, hereinafter BCCS, you are indicating agreement to
follow and be bound by the terms and conditions of this Terms of
Service as currently published and hereafter amended.
This service is available to all Executive State agencies
and may be provided, under separate agreement, to other
governmental entities. Separate agreements, where applicable,
may supersede sections of this Terms of Service where
referenced, otherwise the terms as outlined herein are
Term of Agreement
This agreement shall be effective upon a customer’s first
request for services and shall terminate upon discontinuation of
the services rendered. BCCS will give customers notices of
service discontinuation far enough in advance to allow the
affected customers to make the appropriate adjustments, with
respect to their information technology and business needs, in
light of the pending discontinuation of service(s).
Changes to the Terms of Service are subject to notice and
review under Change Management with input from all parties.
No term, condition or other provision of this document may,
in any manner, be interpreted as consent to conduct acts that
are illegal or that any of the parties herein, either
individually or collectively, are prohibited from performing.
In the event that this Agreement is determined to be invalid,
it shall be terminated immediately. Should any portion or
portions of the Agreement be found to be invalid, the said
portion or portions shall not be construed to render the entire
Agreement void, but shall be severed from the Agreement upon
Nothing contained herein serves to limit, alter or amend any
Party’s duties, rights or responsibilities as set out in the
applicable state and federal statutes, laws, or regulations.
To the extent Publication 1075, as now issued or hereafter
amended by the Internal Revenue Service, is applicable, the
customer understands that the customer is required to conduct an
internal inspection of BCCS' Data Center no less frequently than
every eighteen (18) months.
The consolidated enterprise IT environment assumes a shared
risk of inseparable and joint responsibility under the
controlling legal requirements of governmental operations in the
entirety, and each party agrees to cooperate, communicate and
work to protect the interests of the State and its constituents.
The customers of BCCS agree to follow all policies and
procedures internal to their operations and those as might be
published by BCCS from time to time, protecting the electronic
information and services entrusted to each.