"Service Level Agreement"
Roles and Responsibilities
|Provide a secure and robust environment with remote site disaster recovery
|Prompt, friendly and courteous technical support staff and collaboration with other users of the system
|Provide ability for instantaneious notification of individuals with the need to know in the event of urgent emergency situations
|Provide ability to distribute detailed information on the nature of the event and the appropriate responses that will be needed
|Provide ability to tailor notifications to meet the alerting needs and audiences of each situation in order to effectively implement the appropriate responses
|Provide for active assistance, partnership and consulting blending business notifications needs with technological capabilities
|BCCS and the Illinois Department of Public Health will work with the Customer to ensure adequate training is received
|Provide a designated agency contact and related contact information for BCCS to interface with when needed
|Designate the Customer's SIREN Administrator
|Customer's SIREN Administrator should work with the BCCS SIREN Service Owner to develop an Altering Matrix based on the alerting protocol established by the Customer's leadership
|Require that Customer's SIREN Administrator is trained in the proper use of the SIREN system prior to access being granted
|Customer's SIREN Alert Users will need to create and maintain profiles that contain sufficient current information for alert notifications to be timely received when sent
|Conduct regular alert training and drill exercises for Alert Users every 3 to 12 months
|Understand and utilize the different levels of alert priorities in SIREN
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.