HomeMy WebLinkAbout2010-05-25 CC Item No. 5CITY OF
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V` DREAM EXTREMEn
REPORT TO CITY COUNCIL
TO: HONORABLE MAYOR
AND MEMBERS OF THE CITY COUNCIL
FROM: ROBERT A. BRADY
CITY MANAGER
DATE: MAY 25, 2010
SUBJECT: T.A.G.R.S. SERVICE LEVEL AGREEMENT, RIVERSIDE COUNTY
SHERIFF'S DEPARTMENT, TECHNICAL SERVICE BUREAU
Background
This Service Level Agreement (SLA) will memorialize a one-time cost for technical
services to be provided by the County of Riverside Sheriffs Department, Technical
Service Bureau for server support and T.A.G.R.S. database hosting, on behalf of the
City of Lake Elsinore.
The Tracking Automated and Graffiti Reporting System (T.A.G.R.S.) was developed by
the Orange County Sheriff's Department (OCSD) and is being made available to
municipalities, counties and other jurisdictions to enable them to share graffiti database
information across the entire T.A.G.R.S. network.
Following a six-month trial use period with OCSD, the City of Lake Elsinore T.A.G.R.S.
database was transferred to a host server maintained by the Riverside County Sheriff's
Department, while the SLA and related approvals were pending.
Discussion
The rationale for adopting T.A.G.R.S. is power in numbers: the more cities that use
T.A.G.R.S., the greater the depth and breadth of data that can be shared for solving
graffiti-related crimes across multiple jurisdictions. The City of Lake Elsinore entered
into an agreement with Orange County Sheriff's Department in 2009 to demonstrate the
effectiveness of using the T.A.G.R.S. system for graffiti incident documentation and
tracking.
Shared graffiti data can leverage evidence collection and police work across multiple
jurisdictions, potentially increasing apprehension, prosecution and restitution from
AGENDA ITEM NO. 5
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TSB T.A.G.R.S. SERVICE LEVEL AGREEMENT
May 25, 2010
Page 2
graffiti vandals. For these reasons, the City is committed to using the T.A.G.R.S. system
jointly with the LEPD and other T.A.G.R.S. users.
Since January of this year, T.A.G.R.S. hosting has been provided by the Riverside
County Sheriffs Department. The attached five-year Service Level Agreement will be in
force from July 1, 2010 through June 15, 2015 upon execution by the City Council and
the Riverside County Board of Supervisors. It may be terminated by the City within 90
days of the expiration date. Automatic renewal after five years is an option.
Fiscal Impact
A one-time cost for T.A.G.R.S. server acquisition and data hosting was paid through a
FY 2009 Recovery Act Edward Byrne Memorial Justice Assistance Grant (JAG)
obtained by the City of Lake Elsinore, in the amount of $14,713.56. Under the terms of
this SLA, no additional fees will be required, with the exception of the cost of
replacement hardware to maintain optimum server capacity, if needed.
Recommendation
Approve and authorize the City Manager to execute the T.A.G.R.S. Service Level
Agreement with the Riverside County Sheriff's Department, Technical Service Bureau.
Prepared by: Mark Dennis 701,
Information/Communications Manager
Approved by: Robert A. Brady~l,
City Manager 10
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Service Level Agreement
Between
Riverside County Sheriffs Department
Technical Services Bureau
and
City of Lake Elsinore
For
Virtual Server Support (TAGRS Project)
Page 3 of 12
THIS AGREEMENT is made and entered into by and between the CITY OF
LAKE ELSINORE, a General Law City, hereinafter "City," and the COUNTY OF
RIVERSIDE, a political subdivision of the State of California, on behalf of the
Riverside County Sheriff's Department, hereinafter "County."
IT IS THEREFORE AGREED AS FOLLOWS:
i. Overview
TSB's VMware equipment provides an infrastructure to run multiple server hosts
within a single physical server system. This agreement will create two servers
that comprise the TAGRS Project for use by the designated City employees and
sheriff employees in their efforts to identify and apprehend graffiti vandals. One
server (public facing Internet website) will be used by City employees to upload
photographs of graffiti and where it occurred. The second server (internal law
enforcement only) will obtained this uploaded data and hold it pending review
and acceptance by designated law enforcement personnel. Once accepted, the
images and data will be searchable by sheriff employees during investigations
into graffiti crimes.
2. Purpose
This Service Level Agreement (SLA) formalizes an arrangement between the
County of Riverside, Sheriff's Department - Technical Services Bureau (TSB)
and the city of Lake Elsinore to deliver specific support services, at specific levels
of support, and at an agreed-upon one-time cost. This document is intended to
provide details of the provision of technical support services to city of Lake
Elsinore and the TAGRS Graffiti Database.
3. Term
Effective Dates. This Agreement shall be effective from July 1, 2010 through
June 30, 2015.
Renewal. In the event City desires to terminate this Agreement at the end of any
current five (5) year period, the City Council, not later than ninety (90) days
preceding the expiration date of the current term of this Agreement, shall notify
the Sheriff that it wishes to terminate the same; otherwise, this Agreement shall
be automatically renewed for an additional five (5) year period at the level of
service then currently in effect. As a matter of convenience to the parties hereto,
and in order to facilitate continuity technology services provided to City, the
parties may mutually approve and ratify any automatic renewal of this Agreement
retroactively to the effective date of such automatic renewal.
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Termination. Either party may terminate this Agreement with ninety (90) days
written notice to the other party.
4. Scope of Services
The following services are provided in response to the creation and maintenance
of two virtual Windows Servers configured as the TAGRS Graffiti Database
system.
Review Process
This document defines the practices that the Technology Services Bureau (TSB)
will use for the provision of Virtual Services. The details of this document may be
reviewed and amended as required, or at least annually, to accurately reflect
business and service needs.
Time Conventions
Unless otherwise indicated, business hours are from 8 AM to 5 PM, Monday
through Friday, excluding holidays and reduced schedule days.
5. Service Description
The table below provides a summary of the services provided as part of this
agreement.
Services to be provided
Service Description
Virtual Server Create virtual servers to the customer's specifications with regard to
Creation memory, CPU reservation, networking, disk space and supported OS.
Backups' Perform weekly full backups of virtual server disk files for disaster
recovery purposes.
Virtual Server Dynamically allocate resources based upon load. Virtual servers on a
Performance heavily loaded physical machine will be automatically moved to a less
Monitoring busy machine as needed.
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Supported Computing Environment
The service and support levels.documented in this SLA assume certain operating
system configurations within virtual machines. The TAGRS Project will consist of
two Windows Server 2008 SP2 R2 licenses.
TSB offers on going licensing and software updates to purchased servers
licenses at no additional cost. Purchased server licenses are included in the next
following years' departmental totals and paid via TSB's budget. Customers must
provide the media and license keys for any other installed operating system.
Technical Support
Support for the service, including server hardware, virtual infrastructure software,
maintenance, and backups, is provided by TSB at no additional cost. Support for
the guest server instances and applications within each virtual machine will be
provided by a System Administrator at no additional cost. Application specific
support (bug fixes or new features) will be provided by the application creator.
Tier 1 Support
Support for all OS and application issues will be provided by a TSB System
Administrator or User Support Technician. City staff can call the TSB Help Desk
at 951-955-2038.
Tier 2 Support
1. System Administrators or the TSB Help Desk may escalate issues to Tier
2 support.
2. Tier 2 support is available during normal business hours.
3. Routine requests (adding memory, disk space, etc) are typically
addressed within three business days.
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5. Service Availability
This section provides information about the normal schedule of times when the
service is available, the times specified for scheduled maintenance, and defines
expectations for reporting service problems and changes.
Normal Service Availability
TSB Virtual Services is available for customer use around the clock, excluding
schedule maintenance times.
Scheduled Maintenance
Scheduled maintenance is critical for upgrades and to maintain security, and will
occur on Fridays as necessary.
Problem Reporting and Change Notification
TSB will notify users of service availability and service delivery issues for TAGRS
via a message on the website log in page. To the maximum extent possible,
installation of service, application, and security updates will be performed during
scheduled maintenance. When a problem occurs, the following chart details the
user notification and probable operations impact to be expected.
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Problem Severity & Notification Matrix
Severity
Business Impact
User Notification
Example
Moderate
Changes or problems
TSB will notify Lake Elsinore
Modifications or
that may affect the
IT staff of changes five
replacement of
service and have a
working days in advance via
storage
broad business impact,
e-mail, and will have an alert
infrastructure
message posted on the
hardware
TAGRS Portal page.
Major
Changes that may affect
TSB will meet with Lake
New versions of
the service across
Elsinore IT staff ten working
server software to
multiple departments,
days in advance, will notify
be installed.
with a significant impact
! users in advance via a
to the subscribers'
message posted on the
business.
TAGRS Portal page.
Critical
Changes that must be
TSB will notify Lake Elsinore
Hung process on
(After-
performed in order to
IT staff as soon as possible
server needs to
Hours)
correct issues and
after knowing such a
be cleared before
having some impact on
change is required via e-
tape backup can
end-users. Impact to
mail, and will have an alert
proceed.
business does not
posted on the TAGRS Portal
warrant immediate
page.
correction.
Emergency
Changes that must be
TSB will generate an alert
Replacing critical
(immediate)
performed in order to
on the TAGRS Portal page,
hardware that has
correct issues having a and will notify Lake Elsinore failed.
major impact on end- IT staff via e-mail after
users. Impact to implementing the change.
business requires
immediate action.
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6. Service Level Indicators
The following provides a description of the key service level objectives defined by
this SLA.
Measurement Definition Performance
Target
Overall Availability' Percentage value of service availability. 99%
Customer Satisfaction The percent of positive responses to customer ! 90%
Percentage satisfaction questions in the annual TSB
survey.
'The Overall availability is calculated as the hours that the service is available in
the reporting period divided by the total hours in the reporting period. This
percentage reflects scheduled and unscheduled downtime.
7. Cost of Service
In lieu of annual support payments at a rate yet to be determined by the County,
the City of Lake Elsinore agrees to purchase the following one time upgrades to
the existing VMware infrastructure using on time JAG Grant Funding. This
upgrade will be paid directly to vendors by the city of Lake Elsinore and will be
utilized by the TAGRS project. There will not be an on-going annual cost payable
for the maintenance and support of the TAGRS application servers nor will there
be future hardware upgrade charges associated with the TAGRS project
chargeable to the City for the period of this agreement. Based on current and
projected future usage and data requirements, no additional upgrades to either
storage or processing power will be necessary after this upgrade unless
additional cities or areas agree to join. Any future hardware upgrades necessary
for this project will be paid by new partner cities as they join the project.
7 Page 9 of 12
All VMware licensing costs and repairs will be the responsibility of the Technical
Services Bureau for the life of this agreement.
Service Specifications Cost
Microsoft Windows Server Enterprise (1) $ 2,198.32
License
Microsoft SQL Server Standard (1) $ 773.95
License
VMware Infrastructure HID 450 GB drives (10) and $11,741.29
upgrade necessary hardware
Total Upgrade Cost $14,713.56
8. Indemnification and Hold Harmless
8.1 Indemnification by City. City shall indemnify and hold County, its
officers, agents, employees and independent contractors free and harmless from
any claim or liability whatsoever, based or asserted upon any act or omission of
City, its officers, agents, employees, volunteers, subcontractors, or independent
contractors, for property damage, bodily injury or death, or any other element of
damage of any kind or nature arising out of the performance of this Agreement to
the extent that such liability is imposed on County by the provisions of California
Government Code Section 895.2 or other applicable law, and City shall defend at
its expense, including attorney fees, County, its officers, agents, and employees
and independent contractors in any legal action or claim of any kind based upon
such alleged acts or omissions.
8.2 Indemnification by County. County shall indemnify and hold City, its
officers, agents, employees and independent contractors free and harmless from
any claim or liability whatsoever, based or asserted upon any act or omission of
County, its officers, agents, employees, volunteers, subcontractors, or
independent contractors, for property damage, bodily injury or death, or any other
element of damage of any kind or nature arising out of the performance of this
Agreement to the extent that such liability is imposed on City by the provisions of
California Government Code Section 895.2 or other applicable law, and County
shall defend at its expense, including attorney fees, City, its officers, agents,
8 Page 10 of 12
employees and independent contractors in any legal action or claim of any kind
based upon such alleged acts or omissions.
9. ADMINISTRATION
The City Manager of City shall administer this Agreement on behalf of City, and
the Sheriff shall administer this Agreement on behalf of County.
1o. ALTERATION OF TERMS
No addition to, or alteration of, the terms of this Agreement, whether by written or
verbal understanding of the parties, their officers, agents, or employees, shall be
valid unless made in the form of a written amendment to this Agreement which is
formally approved and executed by both parties.
11. RESOLUTION OF DISGREEMENTS
Disagreements among the parties arising under or relating to this SLA shall be
resolved only via consultation at the lowest practicable level by and between the
affected parties and their sponsoring agencies and will not be referred to any
court, or to any other person or entity for settlement.
12. NOTICES
Any notices required or desired to be served by either party upon the other shall
be addressed to the respective parties as set forth below:
Count C 2Y
Stanley L. Sniff Jr., Sheriff City of Lake Elsinore
Riverside County Sheriff's Department Attn: City Manager
Post Office Box 512 130 S. Main Street
Riverside, California 92502 Lake Elsinore, CA 92530
or to such other addresses as from time to time may be designated by the
respective parties. An information copy of any notice to County shall also be
sent to:
Clerk of the Board of Supervisors
County of Riverside
4080 Lemon Street, 1 st Floor
Riverside, California 92501
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13. SEVERABILITY
If any provision of this Agreement is held by a court of competent jurisdiction to
be invalid, void, or unenforceable, the remaining provisions shall continue in full
force and effect.
IN WITNESS WHEREOF, the duly authorized representative of each of the
parties hereto has signed in confirmation of this Agreement on the dates
indicated below.
City of Lake Elsinore
Date
ATTEST:
Name
Title
By:
Date
ATTEST:
Kecia Harper-Them
Clerk of the Board
By:
Deputy
By:
Melissa A. Melendez, Mayor
County of Riverside
By:
Marion Ashley, Chairman
Riverside County Board of Supervisors
O4NER. E CO TYCOUNSE~(~ f~(!~
13Y. 1 l
KIP NI DATE
10
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