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terms of Service

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Midrange Hosting
Terms of Service

"Service Level Agreement"

Roles and Responsibilities

​Central Computing Facility (CCF) ​BCCS ​Customer
Provide midrange software as defined by the Enterprise Architecture Standards​ ​X
​Overall administration of the CCF ​X
​Ensure that the appropriate utilities needed within a work environment at the CCF, including but not limited to lighting, heating, air conditioning and electrical power, are well maintained and properly working ​X
​Ensure that a safe and healthy work environment is maintained at the CCF ​X
​Provide a capable staff at the CCF who will effectively administer and monitor the information technology (IT) infrastructure pertaining to the midrange operations ​X
Maintain the IT infrastructure at CCF pertaining to mainframe operations to be available and in a high-quality operating mode in accordance with the business needs of the respective clients are served​ ​X

 

Planning for Capacity Needs​ ​BCCS ​Customer
​Monitor the usage of midrange system resources ​X
Mutually agree upon the need for additional capacity an, if so, what the new capacity would be as well as when it would be made available ​X ​X
​Provide documentation to Customer on the additional charges that will be applicable to addtional capacity if needed ​X
​Deliver business growth projections ​X
​Specify requirements for resource and storage capacity ​X
​Request additional capacity for processing when needed ​X
   
Production Control Operations​ ​BCCS ​Customer
Create and maintain Customer reports​ ​X
​Develop and maintain forms library ​X

 

​Managing Midrange System Availability ​BCCS ​Customer
​Monitor the level of service provided through the midrange infrastructure system ​X
​Manage the performance of the midrange infrastructure hardware and system software ​X
​Administer and coordinate the support provided by vendors to ensure it is active and current ​X
​Manage the performance of applications and provide suggestions to BCCS when needed ​X
​Manage the performance of application databases and provide suggestions to BCCS when needed ​X

 

​Management of Storage Space ​BCCS ​Customer
​Provide sufficient storage space on the midrange infrastructure system for each Customer to store data in accordance with their respective business needs.  Additional storage space can be made available within a mutaully agreed-upon time frame ​X
Ensure that each Customer's stored data will be available when accessed​ ​X
​Conduct backup procedures for the system data on the midrange infrastructure system ​X
​Conduct recovery procedures pertaining to the system data ​X
​Manage the content located in the designated storage space ​X
​Specify the business needs for the midrange IT recovery plan ​X


Administration of Databases ​BCCS ​Customer
​Provide support for the databases hosted on the midrange infrastructure system ​X
Provide logical administration of the databases hosted on the midrange infrastructure​ ​X

 

Development of Applications​ ​BCCS ​Customer
​Apply established Enterprise Change Management policy in reviewing plans for the migration of applications from test environments to production environments and approve prior to migration ​X
Develop documentation addressing application processes and procedures​ ​X
​Work on applications in a development environment ​X
​Use a test environment to verify the ability to applications and related upgrades in terms of effective operability, work load demand output stress ​X
​Migrate verified code from a test environment to a production environment according to the developed processes and procedures ​X
Conduct troubleshooting on problems pertaining to applications when needed​ ​X

 

Planning of Capacity Needs​ ​BCCS ​Customer
​Deliver business growth projections                                                                                ​X
Develop model for business applications​ ​X
​Request additional capacity for processing when needed ​X
 

 

​Development of Disaster Recovery Plan ​BCCS ​Customer
​Develop disaster recovery plans for high-availability applications that are filed in the Business Rerference Model (BRM) ​X
​File appropriate documentation with the Recovery Service Team ​X

 

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 controlling.

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.

General Terms

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 such finding.

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.