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The DTS...

Service Level Management

The DTS Responsibilities - The DTS is responsible for the following:

• The DTS will provide physical security, a temperature and humidity controlled environment, adequate lighting, redundant power and Internet connectivity to the customer place of business for the purpose of operating the customer COEMS.
• The DTS will interact directly with customer authorized vendor.
• The DTS will provide two (2) points of contacts and an escalation list of personnel.
• The DTS will provide Customer/Vendor Access to the customer COEMS.
• The DTS is responsible for installing the DTS owned cabinets.
• The DTS must advise customer designated contacts with a 10-day advance notice of planned building maintenance. Maintenance items are defined as: electrical power supply, floor space, heating and cooling, telephone, etc. that is likely to directly or indirectly affect the customer COEMS equipment. Persons other than authorized customer employees or authorized vendors are not to be given access to the customer COEMS equipment without permission of the DTS.
• The DTS will not provide tours and no persons other than authorized customer employees are to be given tours of the customer equipment without prior written permission of the DTS and the customer.
• The DTS will require customer staff and support personnel to produce a drivers license or other valid pictured identification.
• The DTS will provide authorized customer personnel and customer vendors 7X24 access to the customer equipment located at the DTS. Access will be granted by contacting the DTS.
• The DTS will not allow line trace or monitoring equipment to be connected to the customer equipment by persons other than authorized customer employees or customer vendors.
• The DTS will restrict the use and observation of monitoring devices to authorized customer staff and vendors.

Customer Responsibilities - The customer is responsible for the following:

• The Customer will order all data equipment and voice lines.
• The Customer will coordinate COEMS equipment installations.
• The Customer must have Remote Access.
• The Customer is responsible for all of their cabinets, applications, processes, software and equipment.
• The Customer must provide their Firewall.
• The Customer is liable for their equipment in the event Department of Technology Services experiences a catastrophic event such as a fire.
• The Customer must have updated Authorization Lists on file at the DTS at all times.

Capacity Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Contingency Planning

This section is reserved for a future version (see the DTS Service Catalog Vision).

Availability Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Financial Management

This section is reserved for a future version (see the DTS Service Catalog Vision).