INTERGOVERNMENTAL SERVICES AGREEMENT BUSINESS TECHNOLOGY SERVICES OUTSOURCING INTERGOVERNMENTAL SERVICES AGREEMENT BUSINESS TECHNOLOGY
SERVICES OUTSOURCING
THIS INTERGOVERNMENTAL SERVICES AGREEMENT is made and entered into this
20 day of March year 2025 ' by and between PINELLAS
COUNTY, a political subdivision of the State of Florida, for and on behalf of the Business
Technology Services Department (hereinafter "BTS") of Pinellas County, and the City of
Clearwater, Florida, a municipal government (hereinafter the "CITY") (hereinafter sometimes
referred to as "Party" or jointly as "Parties").
WITNESSETH:
WHEREAS the CITY is a municipal government; and
WHEREAS, the CITY has previously determined that outsourcing the business technology
services used to support its services and programs is the most effective approach for this critical
business need; and
WHEREAS,BTS has the capacity to provide those business technology services to the CITY
as defined herein on a more cost-efficient basis for the benefit of Pinellas County citizens.
Now THEREFORE, in consideration of the above recitals and mutual covenants contained
herein, the Parties agree as follows:
1. Services to be Performed.
A. During the term hereof, the County, through BTS, hereby agrees to provide
technology services to the CITY, including ("Services") as described in Exhibit A attached
hereto. Services provided by BTS does not include access to or utilization of third-party
licenses or County-owned software and/or hardware used in its business operations, unless
otherwise agreed to in writing by the Parties.
B. All Services provided by BTS will be provided in accordance with the
standards, policies, and best practices in effect during the term, as amended from time-to-
time by BTS and reflected in the BTS Global Service Level Agreement hereinafter described
in Exhibit D attached hereto. The CITY shall replace ("Technology Refresh") its hardware
and software as required by BTS in performing the Business Technology Services to comply
with its standards, policies, and best practices.
C. Service levels for these services provided to the CITY are hereinafter
described in Exhibit B attached hereto and incorporated herein by reference ("CITY Service
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Levels"). Any Services required by the CITY in excess of those described in Exhibit A,
and/or in excess of the CITY Service Levels described in Exhibit B shall be considered
"Additional Services" as defined in and governed by the provisions of Subsection I.D.
herein.
D. During the term hereof, the CITY may request BTS to perform Services that
are not specifically described in this Agreement but are related to the Services, and/or which
exceed the established CITY Service Levels(the "Additional Services"),in which event BTS
shall perform such Additional Services either on a time-and-materials basis, at the hourly
rate for each of the BTS Personnel assigned to perform such Additional Services, or on a
fixed-fee basis, as directed by the CITY, pursuant to a mutually agreeable Scope of Work
for such Additional Services.
E. During the term hereof, BTS shall be the exclusive provider of Services to
the CITY for the services listed in this agreement, and the CITY shall not contract with or
secure Services from any other party. The CITY reserves the right, in its sole discretion, to
obtain other technology services that are not provided for in this Agreement from any source,
provided that the CITY shall assume all liability in connection with such technology
services, including but not limited to any technology services that prevent BTS from
completing its obligations under this Agreement.
F. If agreed to by the CITY in writing, the Parties may substitute Services that
are described in Exhibit A that are reasonably and substantially equivalent to those Services
being substituted, and any such substitution shall not result in any adjustment to the
("Services Fee") in Exhibit C BTS Service Fee & Payment Schedule, unless otherwise
mutually agreed to by the Parties by written amendment to the Agreement.
G. The Services to be performed pursuant to the Agreement shall be performed
in Pinellas County at locations specified and mutually agreed to by BTS and the CITY as
necessary to perform the Services.
2. Term of Agreement/Renewal. The term of this Agreement shall commence as of December 1",
2024, and shall continue in full force and effect through September 30, 2025, ("Initial Term"),
unless otherwise terminated as provided herein. Upon expiration of the Initial Term period, this
Agreement may be renewed under all the same terms and conditions for an additional five-year
period commencing on October 1 and ending on September 30 of the extension term and
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providing for the annual services fee for the extension term pursuant to Section 3.A. of this
Agreement, by mutual written agreement of the CITY, and BTS through and approved by
PINELLAS COUNTY. The Agreement will be assessed annually up to ninety 90 days before
September 30, each year to determine any necessary changes in Services or Service Fee.
3. Compensation.
A. The CITY shall pay PINELLAS COUNTY in accordance with Exhibit C BTS
Service Fee & Payment Schedule. During the term hereof, including extensions as
authorized in Section 2, the Service fee may be modified by mutual written amendment to
the Agreement approved by the CITY and BTS, through PINELLAS COUNTY for Service
Fee decreases or increases of not more than the sums authorized in Section 2-62(a)(1),
Pinellas County Code, and the Board of County Commissioners for all other amendments.
Any Additional Services will be provided at the rates as set forth in Exhibit C BTS Service
Fee & Payment Schedule herein. BTS shall maintain records of the time and materials
incurred in providing Services, which will be subject to inspection by the CITY, and BTS
shall provide this information semiannually or within fifteen (15) days upon request.
B. All payments shall be made in accordance with the Florida Local Government
Prompt Payment Act, Sec. 218.70, et seq., Florida Statutes, upon submittal of an
invoice/billing by the County in a form acceptable to the CITY.
C. Notwithstanding the termination of this Agreement as provided in Section 5
herein, any Services Fee earned by the County for Services prior to the termination of this
Agreement shall be paid by the CITY, as provided in the Agreement.
4. BTS Personnel.
A. The personnel("BTS Personnel")assigned by a BTS Director to perform the Services
shall have experience, training, and expertise at least equal to prevalent industry standards
applicable to such personnel for the Services and shall have sufficient knowledge of the
relevant aspects of the Services and the CITY's practices and programs to enable them to
properly perform the duties and responsibilities assigned to them in connection with this
Agreement. In the event of a breach of its obligations with respect to the minimum proficiency
levels of BTS Personnel, BTS shall promptly take one or the other (as reasonably directed by
the CITY) of the following actions: (i)reassign any BTS Personnel after receipt of notice from
the CITY that such person does not meet the required minimum proficiency levels; or(ii) take
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appropriate action with respect of any such person to bring such person's proficiency levels in
line with such required minimums at the sole cost to BTS.
5. Termination.
A. The failure of either Party to comply with any material provisions of this
Agreement shall be considered a breach thereof and shall be cause for termination of the
Agreement thirty (30) days following written notice, provided that the opportunity to cure
for nonmonetary defaults to the defaulting Party for up to five (5) days was granted prior to
issuing the written notice for termination.
B. Obligations under this Agreement are contingent upon the availability of
funds. If funds are not appropriated either by the CITY or PINELLAS COUNTY for any or
all the obligations of either Party to this Agreement, the CITY or PINELLAS COUNTY
respectively, agree to promptly notify the other Party in writing of such failure of
appropriation, and upon such notice,this Agreement shall terminate without penalty to either
Party.
C. Notwithstanding any provisions to the contrary contained herein, if either
Party determines, in its sole discretion, that it would be in its best interest to terminate the
Agreement, either Party may do so without cause and without penalty or expense upon six
(6) month prior written notice to the other Party.
D. After notification of the termination of the Agreement pursuant to this
section, in addition to all other legal remedies available to the CITY, and without regard to
termination of the Agreement,the CITY reserves the right to obtain from another source any
technology services which are not provided within the time specified in the Agreement or, if
no time is specified, within a reasonable period from the date of order or request, as
determined by the CITY, CITY shall assume all liability in connection with such non-BTS
services including but not limited to any services that prevent BTS from completing its
obligations under this Agreement.
6. Licenses. Any licenses, agreements and or vendor relationships not specifically stated within
this agreement and related Exhibits in support of the CITY are not the responsibility of BTS.
All non-BTS provided services such as vendor relationship management, negotiations,
procurement activities including related renewals, payables, and terminations are the
responsibility of the CITY are to be managed by the CITY. BTS shall secure and maintain, at
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its sole discretion, all enterprise licenses to be used in providing the Services where required and
applicable as defined in Exhibit A and or Exhibit B section 2.8 to complete this Agreement. All
other licenses shall be secured and maintained by the CITY, and in accordance with the
standards, policies and best practices as provided by BTS.
7. Records. BTS acknowledges that information and data it manages as part of the services may
be public records in accordance with Chapter 119, Florida Statutes and Pinellas County public
records policies.
8. Documents Comprising_Agreement. The Agreement shall include this Agreement for Services
as well as the following documents, which are incorporated herein by reference.
• Exhibit A BTS Service Specifications
• Exhibit B BTS Service Levels
• Exhibit C BTS Service Fee &Payment Schedule
• Exhibit D BTS Global Service Level Agreement
If there is a conflict between the terms of this Agreement and the above referenced
documents, then the conflict shall be resolved as follows: the terms of this Agreement shall
prevail over the other documents, and the terms of the remaining documents shall be given
preference in their above listed order.
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9. Designated Contact Persons. Each Party hereby designates the person set forth below as its
respective prime contact persons. Each Party agrees to notify the other party if the person
designated as contract manager changes within thirty (30) days. Notices or reports shall be sent
to the attention of each Party's contact person, in person,by email, or via US Mail. to the Parties'
addresses as set forth below:
For the County: For the CITY:
Jeff Rohrs, CIO Dan Mayer, CGCIO
Business Technology Services City of Clearwater
400 S Ft Harrison Ave. 600 Cleveland Street
Clearwater, FL 33756 Clearwater, FL 33755
jrohrs@pinellas.gov Daniel.Mayer@MyClearwater.com
10. Liability.
A. Neither Party shall make any express or implied agreements, guaranties, or
representations, or incur any debt, in the name of or on behalf of the other Party. Neither
PINELLAS COUNTY nor the CITY shall be obligated by or have any liability under any
agreements or representations made by the other that are not expressly authorized hereunder.
BTS shall have no liability or obligation for any damages not caused by BTS to any personal
or intellectual property, including but not limited to hardware and software, directly or
indirectly owned, or licensed by the CITY and utilized in the provision of Business
Technology Services by BTS, and the CITY acknowledges that it has the sole responsibility
to insure said property from loss or damage at its sole cost and expense.
B. Notwithstanding any other provision hereof, neither PINELLAS COUNTY
nor BTS shall not be liable for any loss, damage, or liability to any third parties incurred by
the CITY in connection with the Business Technology Services furnished pursuant to this
Agreement, whether due to the negligence of BTS, or otherwise. IN NO EVENT WILL
PINELLAS COUNTY or BTS BE LIABLE FOR ANY LOST PROFITS, LOST OR
COMPROMISED DATA OR INFORMATION, ANY FORM OF SPECIAL,
INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES OF ANY KIND
(WHETHER OR NOT FORESEEABLE), EVEN IF INFORMED IN ADVANCE OF THE
POSSIBILITY OF SUCH DAMAGES. In no event shall PINELLAS COUNTY or BTS's
liability exceed an amount equal to three (3) months compensation paid by the CITY during
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the term of this Agreement irrespective of the cause of the loss, damage, or liability. The
CITY is solely responsible for its personal and intellectual property, data, information, and
materials, including loss, damages, repairs, replacement, Technology Refresh, or upgrades,
and is responsible to insure its personal and intellectual property from any loss or damage
from any cause whatsoever as it determines appropriate in its sole discretion.
C. Except as otherwise provided in Sections 10. A. and B. herein, each Party
shall be fully responsible for the negligence of its respective agents, officers and employees,
when such person is acting within the scope of his or her employment and shall be liable for
any damages alleged or claimed to have resulted or arisen from said negligence. Nothing
herein is intended to serve as a waiver of sovereign immunity by the CITY, PINELLAS
COUNTY, or BTS, or to extend the liability of the CITY, Pinellas County, or BTS beyond
the limits set forth in Section 768.28, Florida Statutes. Nothing herein shall be construed as
consent by either Party to be sued by third parties in any matter arising out of this Agreement.
Each Party's liability and obligations to the other shall be limited to those liabilities expressly
set forth herein, otherwise each Party shall assume responsibility of costs and expenses
incurred by it.
11. Confidential Information. BTS shall not disclose to any third party the CITY Confidential
Information that it has access to or has received from the CITY pursuant to this Agreement,
unless approved in writing by the Chief Executive Officer (CEO) of the CITY. All such the
CITY Confidential Information shall be held by BTS in accordance with applicable Florida law.
For the purposes of this Agreement, "CITY Confidential Information" means any CITY
information deemed confidential and/or exempt from Section 119.07, Florida Statues, and
Section 24(a),Article I of the Florida Constitution, or other applicable law, or that is designated
in writing by the CITY as CITY Confidential Information. The CITY shall provide notification
of all confidential/exempt information to BTS.
12. Miscellaneous Provisions.
A. The Parties shall comply with all applicable federal, state, and local laws,
rules, regulations, and guidelines, and secure all required licenses and approvals relating to
their respective performance under this Agreement.
B. The County may not assign or transfer its rights or obligations under this
Agreement without prior written consent of the CITY.
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C. Nothing in this Agreement shall be construed to benefit any person or entity
not a Party to this Agreement.
D. In carrying out this Agreement, the Parties shall not exclude from
participation in, deny benefits to, or otherwise discriminate against, any person because of
race, color, religion, sex, national origin, family status or disability.
E. This Agreement constitutes the entire agreement between the Parties with
respect to the Services and supersedes all prior agreements, communications, or
representations, whether oral or written, with respect thereto.
F. No alteration, change, modification, amendment, or waiver to or of this
Agreement shall be valid or binding unless in writing and signed by the Parties hereto.
G. Nothing in this Agreement will be construed to create or be implied to create
any relationship between the CITY and any contractor, subcontractor, supplier BTS, and at
all times BTS is and shall remain an independent contractor and not an agent of the CITY.
H. The provisions of Section 10 and 11 shall survive the termination of the term
of this Agreement.
1. The terms and conditions of this Agreement shall be deemed to be severable.
Consequently, if any clause,term, or condition hereof shall be held to be illegal or void, such
determination shall not affect the validity or legality of the remaining terms and conditions,
and notwithstanding any such determination, this Agreement shall continue in full force and
effect unless the particular clause, term, or condition held to be illegal or void, renders the
balance of the Agreement to be impossible of performance.
J. This Agreement shall be construed, interpreted, and governed by the laws of
the State of Florida.
(Signature Page Follows)
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IN WITNESS WHEREOF the Parties herein have executed this Agreement effective as of
the day and year noted above.
PINELLAS COUNTY, FLORIDA by and CITY OF CLEARWATER, FLORIDA
through its Board of County Commissioners,
Business Technology Services Department By.
Jennifer Po slier, City Manager
0 e
By' Attest:
Barry Burton, County Administrator Rosemarie Call, City Clerk
APPROVED AS TO FORM A v d as to o tent and Form:
By. Jason C. Ester' 'A�- 'Z/
Office of the County Attorney Owen Kohler, Assistant City Attorney
Approved as to Content and Form:
Assistant County Attorney
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Exhibit A: BTS Custom Service Specifications
All services are directly billed via terms within this Customer Service Level Agreement. Items not specifically listed are
not included. Additional items may be added via an amendment to the agreement.
Primary Service(s)
BTS Service Description of BTS Service Billable Via: CITY Responsibilities
GIS
Geographical Information Provide hosting services for Direct Bill as defined in N/A
Systems (GIS) CITY's GIS systems, Exhibit C
including but not limited to
hardware and cloud
infrastructure,software
maintenance for the ESRI
GIS platform,system
updates,and technical
support.
Secondary Service(s)
BTS Service Description of BTS Service Billable Via: CITY Responsibilities
Infrastructure
Uninterrupted Power N/A N/A N/A
Supply(UPS)
Network Services&
Software Licensing Fees
Internet Access N/A N/A N/A
Primary and Secondary N/A N/A N/A
WAN Support
(Wide Area Network)
CITY VPN Access N/A N/A N/A
(Virtual Private Network)
Cybersecurity Support N/A N/A N/A
LAN Support N/A N/A N/A
(Local Area Network)
Wireless Network Support N/A N/A N/A
Certificate Management N/A N/A N/A
Telecomm Services&
Software Licensing Fees
Phone Support N/A N/A N/A
1Page
BTS Service Description of BTS Service Billable Via: CITY Responsibilities
Call Center Application N/A N/A N/A
Support
(OpenScape Contact Center)
Server
Server Support N/A N/A N/A
Server Virtualization N/A N/A N/A
Support
SAN Support N/A N/A N/A
(Storage Area Network)
Data Backup Support N/A N/A N/A
Disaster Recovery BTS shall implement and Direct Bill as defined in CITY is responsible for
(DR)/Business Continuity maintain a disaster Exhibit C implementing and
(BC)Support recovery plan for CITY's GIS maintaining a business
systems to ensure data Continuity plan.
integrity and system
availability in the event of
unforeseen circumstances.
Microsoft 0365 N/A N/A N/A
Endpoint
Endpoint Support N/A N/A N/A
Smart&Cell Phone Support N/A N/A N/A
Tablets N/A N/A N/A
Endpoint Purchase and N/A N/A N/A
Replacement; Enterprise
Device Management(EDM)
Printers
Office Printer Support N/A N/A N/A
Scanner Support N/A N/A N/A
Copier Multifunction N/A N/A N/A
Support
Applications
Applications Support N/A N/A N/A
Microsoft SharePoint N/A N/A N/A
Support
2Page
BTS Service Description of BTS Service Billable Via: CITY Responsibilities
SQL Server Support N/A N/A N/A
Document Management N/A N/A N/A
Support
Web Site Support N/A N/A N/A
Data Analytics N/A N/A N/A
Application Certificate N/A N/A N/A
Management
Management&
Administration
Public Records Request N/A N/A N/A
(Email Only)
Technology Purchasing N/A N/A N/A
Relationship Management N/A N/A N/A
Security
Intrusion Detection N/A N/A N/A
Security Scan N/A N/A N/A
Security vulnerability patch N/A N/A N/A
Management and
mitigation
Security Support N/A N/A N/A
Incident Response and N/A N/A N/A
Remediation
Security Awareness N/A N/A N/A
Training(SAT)
Phish Testing N/A N/A N/A
Identity and Access
Management
Active Directory(AD) N/A N/A N/A
Management
Identity Management(IDM) N/A N/A N/A
3Page
Exhibit B
Business Technology Services ( BTS)
CITY of CLEARWATER (CITY)
Service Level Agreement
Jeff Rohrs, Chief Information Officer
Executive Leadership Team
Bryan Zumwalt, Chief Technology Officer
Belinda Huggins, Director
Deb Frank, Director
Scott Davis, Director, Director
Dana Zordan, Sr. Manager
Lynda Morrill, Manager Sr. Manager
Scott Butler, Sr. Manager
Exhibit B BTS Service Level Agreement Page 1 of 10
Revision History
DATE CHANGE I AUTHO I REVISION
Service Level Agreement (SLA) and Document Owners; Approvals
The Customer(s), CITY of Clearwater's Chief Information Officer and BTS' Chief Information
Officer are considered the owners of this document. They are the primary stakeholders and are
responsible for internal review by their own teams and final approval of this document.
1 Description
1.1 CITY Service Level Agreement (SLA) Overview
The goal of this document is to establish provisions between the CITY of CLEARWATER(CITY)and
Business Technology Services (BTS)to provide technology services for the CITY.
This agreement is to establish a framework for the hosting and management of the CITY's
Geographic Information Systems (GIS) by BTS.
The document ensures that the proper elements and commitments are in place to meet
the goal by outlining services covered and responsibilities of participants as they are
mutually understood by the primary stakeholders.
CITY staff will provide management and support of items defined as Vertical Services,
including such things as equipment funding, vendor management, technology licensing
agreements and maintenance contracts. While activities in the CITY verticals and
technology service areas will generally be discreet to CITY and BTS staff members, there
will be times it is advantageous for either party to work in the other's area of responsibility,
under the direct guidance of the other party. Those conditions are described in the
Customer and BTS Responsibilities below.
Exhibit B BTS Service Level Agreement Page 2 of 10
1.2 CITY Service Level Agreement(SLA) Scope
User Base Description: CITY staff
Number of End Users: Not to exceed 1,880
Production On-peak hours: 7:00 AM -5:00 PM, M-F
Production Maintenance Enterprise components fall under the
Window: Enterprise Maintenance window, Sunday
6:00—10:00 PM.
Vertical Service components will be
negotiated as needed
The document remains valid until superseded by a revision mutually endorsed by the
stakeholders.
1.3 General responsibilities of parties
The service provider is responsible for the proper operation of the environment of the service(s)
listed in Exhibit A BTS Service Specifications.All services provided include maintaining the general
availability and performance of the system, the integrity of the data, the timely accessibility of
new data, supplying end user support, and the implementation of changes.
The customer is responsible for the proper use of the service environment.This means that users
comply to the agreements and procedures in this Service Level Agreement (SLA) and other
documents related to the service. More details can be found in the Customer Responsibilities
Section of this SLA.
1.3.1 CITY Responsibilities
The CITY shall be responsible for providing and maintaining all CITY GIS data and data updates. COUNTY
will not support the development of CITY data in any format including geodatabases, shapefiles, raster,
and other spatial data formats.
Data management will be the sole responsibility of the City of Clearwater and the CITY shall maintain
staffing and resources to fulfill any roles that require data editing, analysis, reporting or other outputs
from the GIS system for the CITY's business purposes.
The CITY shall participate in the COUNTY's GIS governance committees including the Enterprise GIS(eGIS)
Steering Committee and the Enterprise GIS Work Group as a non-voting member.
Exhibit B BTS Service Level Agreement Page 3 of 10
1.3.2 BTS Responsibilities
BTS shall be responsible for the hosting, management,and technical support of Clearwater's GIS systems,
ensuring optimal performance and availability of the GIS environment. BTS shall perform system
maintenance within the designated maintenance window as outlined in Exhibit A—Business Technology
Services City of Clearwater Service Level Agreement ("SLA") and provide notifications of system
maintenance at last one day in advance for emergency maintenance that falls outside the SLA.
The BTS shall consult with the CITY on any strategies or change in service delivery related to the
aforementioned responsibilities that would have impact on CITY business operations.
2 Service Levels
2.1 Service Hours, Support Hours and After-Hours Support
Service Hours, support hours and after-hours support as defined in the BTS Global Service Level
Agreement.
2.2 Incident Management
Incident Management as defined in the BTS Global Service Level Agreement.
2.3 Scheduled Maintenance
Planned maintenance and service interruptions that could be impactful to BTS customers can be
viewed on the BTS intranet.
2.4 Unscheduled Maintenance
In the event of unscheduled maintenance, BTS will take reasonable actions to minimize impacts
possible to services within business hours and to notify impacted customer divisions of such
actions. Unscheduled maintenance may occur to protect the Enterprise network and associated
systems from imminent and severe harm or damage such as a response to a security incident or
a critical system fault.
2.5 Availability
In general, availability calculations differentiate between planned and unplanned downtime.
Downtime for maintenance will be negotiated with BTS customers when reasonably possible(an
Exhibit B BTS Service Level Agreement page 4 of 10
active security breach would be an exception). Where only component availability can be
measured, application or service availability will be derived from Priority 1 Incident time to
resolve measures.
2.6 Communication
Communication is key to quick successful incident resolution. BTS uses the methods below to
communicate with the customer:
a. Self Service Portal where customers can check the status of Incidents they have opened.
b. In the case of priority 1 Incidents, emails on Incident status and resolution will be sent to
known affected customers from the BTS Operations Center.
c. Prior to closing an Incident,a BTS Technician will make reasonable attempts to personally
contact the affected party to ensure their issue has been resolved.
d. The BTS Operations Center is available to answer any questions regarding the status of an
Incident.
The BTS Operations Center is available to all users and is the first point of contact for any
questions or issues. The BTS Operations Center aids with all aspects of the IT services either
directly or via specialists. The BTS Operations Center will ensure that the appropriate escalation
procedures will be invoked should a satisfactory response or resolution to an Incident not be
attained within the defined period.
Detailed information regarding planned outages for changes to the application or underlying
infrastructure during the scheduled maintenance window will be communicated to impacted
Customers and posted to BTS 3HELP for all customer access to general information. A non-
detailed notification will be sent from the BTS Operations Center to all impacted customers
noting the change number and date/time of planned outages for changes to the application or
underlying infrastructure during the scheduled maintenance window.
When necessary, BTS will consult with the Customer for scheduling changes outside of the
maintenance window. Once approved, details of these changes will be communicated to the
Customer IT contact and non-detailed notification will be sent from the BTS Operations Center
to all impacted Customer users noting the change number and date/time of planned outages for
changes to the application or underlying infrastructure outside the scheduled maintenance
window.
2.7 Resource Management
BTS will ensure that adequate resources are available to service this agreement and will monitor
the usage of resources. It is the responsibility of the Customer to specify future requirements of
the service, i.e., significant increases or decreases in service requirements, so that capacity
Exhibit B BTS Service Level Agreement Page 5 of 10
planning can provide the most efficient and effective service to the Customer within satisfactory
timescales.
The Customer will alert BTS when anticipated growth of new applications requires consideration
for transaction rates, transaction throughput rates, and/or an increased number of users or
concurrent connections that fall outside normal workload expectation.
It is important that the Customer notifies their BTS Business Relationship Manager of any
business plans that may affect their long-term computing or communications equipment
requirements. Failure to notify BTS of workload variations may result in severe service
degradation which could ultimately lead to invalidation of this agreement.
2.8 Vendor Management
Any vendor agreements and relationships not specifically stated here or within this agreement in
support of the CITY are not the responsibility of BTS. All non-BTS provided services such as vendor
relationship management, negotiations, procurement activities including related renewals,
payables, and terminations are the responsibility of the CITY are to be managed by the CITY.
BTS Managed Vendor Relationships on behalf of the CITY via Underpinning Contractual
Agreement
Vendor Name Contract# Purpose Term (Date Responsible Contact
Range)
Example: Telecom
Contracts and or
Carrier Services
BTS is authorized to
speak on behalf of
customer.
N/A
3 Customer Responsibilities
3.1 Open Communication
BTS wants customers to partner in finding an agreeable resolution to any situation.
Maintaining a positive connection by sharing information, open communication and
remaining accountable, are critical aspects for both BTS and our customers.
3.2 Customer Responsibilities
a. Report all Incidents via the BTS Operations Center or Self-Service Portal.
Exhibit B BTS Service Level Agreement Page 6 of 10
b. Provide as much detail as possible into the symptoms of the issue. Including your name,
contact information, and timeframe for when you are available to work on the Incident.
c. Customers with their own department or agency IT staff are required to troubleshoot
issues to help aid BTS in resolving those issues prior to submitting a Service Desk ticket.
The Service Desk ticket should contain the troubleshooting steps that the customer's IT
staff has taken, including screenshots of the issue, where applicable. The BTS
Knowledgebase contains a collection of frequently asked questions, detailed procedures
and tutorials.
d. The customer will be expected to work with BTS in a timely manner and make themselves
and/or their equipment available for troubleshooting.
e. Request and schedule special services well in advance
f. Report concerns with Incident prioritization or resolution to the BTS Operations Center
Manager.
g. Provide physical access for BTS employees to customer offices as required to support
operations.
h. Occasionally, and only upon direct request, assist BTS with situations where a physical
presence is required to observe or manipulate BTS managed hardware located at
customer offices, following specific instructions provided by BTS at the time of the
request. Or as referenced in Exhibit A BTS Service Specification.
i. Submit Requests for new BTS provided services and equipment in conjunction with the
BTS Business Relationship Manager as part of broader planning activities, thus providing
adequate lead time for approval, funding, acquisition, and installation.
j. Create a Business Continuity plan to bridge unexpected/uncontrollable interruptions of
service.
k. Advise BTS if there are business changes that would substantively increase capacity
needs, i.e., new user groups, larger data, more data, special events, etc.
I. Provide ongoing user application training and direction for development of training
materials produced by BTS.
4 Changes, Enhancements
4.1 Changes
Change and Enhancements as defined in the BTS Global Service Level Agreement.
A change is considered the addition, modification, or removal of anything that could influence IT
services. In order to deliver change faster at optimum cost and minimized risk, release
management practices will be utilized where appropriate. This includes planning, build/test,
deployment, and post-implementation review activities. All changes and releases made to
services will adhere to the BTS Change Management policy.
Exhibit B BTS Service Level Agreement Page 7 of 10
A blackout window is a defined timeframe where planned changes and releases should be
avoided, restricted, and/or prohibited. Blackout windows can be established on an as-needed
basis.
5 IT Service Continuity and Disaster Recovery
The CITY is responsible for developing and maintaining a Business Continuity Plan for CITY
operations. A Business Continuity Plan shall include operating protocol for essential CITY services
in an event primary tool reliant on technology are not available.
CITY is responsible for maintaining a Disaster Recovery plan for all non-BTS provided owned,
leased, and managed Infrastructure and 3rd party services in support of the CITY.
BTS is responsible for maintaining a Disaster Recovery plan for all BTS provided owned, leased,
and managed Infrastructure services extended to the CITY and as listed in Exhibit A.
For all BTS provided services, the hardware environment has been built to provide Business
Continuity and provide for locally established Disaster Recovery for all primary systems provided
and supported by BTS in support of the CITY with systems housed in the Data Center, located at
the Public Safety Complex (PSC), 10750 Ulmerton Road, Largo, FL and supported by diverse
power, battery backup, cooling and generation systems and include spare hardware. The
secondary systems function as a 'warm site' and are located at the County's Emergency
Responder Building (ERB), located at US 19 and Drew, a Cat 5 rated facility.
A Disaster is a declared event which may occur when the Data Center has been operationally
compromised and estimates to return to service exceed the SLA time limits of a Priority 1
Incident.
BTS will maintain a Disaster Recovery Plan for Infrastructure Services to the CITY.
6 Security
6.1 Pinellas County Administrative Directives
When and where applicable, all County policies and procedures must be complied with.
Exhibit B BTS Service Level Agreement Page 8 of 10
All agency-specific policies and procedures relevant to the agency or agencies involved must also
be complied with. Repository locations of documentation may vary by agency.
6.2 Security Policy
BTS to aid CITY regarding maintaining agency Security Policy. CITY is responsible for adhering to
the Pinellas County Information Security Policy as it applies to Pinellas County systems,
networks, and data that CITY has access to.
7 Measurements and Reporting
BTS will monitor the levels of service delivered and compare to agreed service levels. Where a
failure to meet requirements has occurred, the necessary action to rectify the service and
prevent a recurrence will be initiated.
Quarterly reports will be provided by BTS to CITY, and upon request as needed, and will include
CITY records (Incidents and Requests) as well as time to task(s) in support of the CITY. Reports
will be BTS system generated and provided via email by BTS to CITY designated contacts.
8 Changes to the SLA
8.1 Procedure
A change to the SLA can result in changes to the IT infrastructure and vice versa. Therefore, a
change to the SLA or IT infrastructure must be authorized. During the SLA period there will be
several SLA reviews. The purpose of these reviews is to see if Service Levels are met and, if not,
to take necessary measures to stay in line with the SLA. In case the outcome of a review shows
that certain thresholds are passed, the SLA can also be changed and discussed as stated above.
8.2 Minor changes to the SLA
Minor changes are changes made to the service or service levels that do not directly lead to SLA
review and renegotiation.A minor change is recorded in the addendum list to be attached to this
document.
8.3 SLA Reviews
The SLA is reviewed regularly based on service level reporting, and customer board meetings,
and meetings between the customer and BTS Business Relationship Manager (BRM). The
Exhibit B BTS Service Level Agreement Page 9 of 10
outcome of these reviews may result in renegotiation and/or changing of the SLA, and once a
year, in prolongation or even termination of the SLA.
Service Level Agreements (SLA) will be reviewed on an annual basis. Customers may request a
review at any time prior to scheduled reviews by contacting their BRM. The BTS BRM is
responsible for facilitating regular reviews of this document. As a result of the reviews, Service
Improvement Programs will be implemented as needed. Once revisions are incorporated, the
annual review cycle will reset based on the new effective date.
Exhibit B BTS Service Level Agreement Page 10 of 10
Exhibit C BTS Service Payment Schedule and Labor Rates
In accordance with the Intergovernmental Services Agreement(ISA), The following schedule is based on services listed in
Exhibit A. All fees are intended to fully offset labor and expenses in support of the CITY. Unless otherwise engaged for
additional services approved by the customer and BTS and charged above and beyond the below fees,these fees will hold
until BTS incurs additional cost to be passed on to the CITY. Any increases to the following schedule will occur within
preparation of the next fiscal year budget of the Customer and BTS.
Intergovernmental Services(Defined in Exhibit A) Cost QTY Total Service Fee
Recurring Operating
Infrastructure $0.00 0 $
Network Services&Software Licensing Fees $0.00 0 $ -
Telecomm Services&Software Licensing Fees $0.00 0 $ -
Server $0.00 0 $ -
Endpoint $0.00 0 $ -
Printers $0.00 0 $ -
Applications $0.00 0 $ -
Management&Administration $0.00 0 $ -
Security $0.00 0 $ -
Identity and Access Management $0.00 0 $ -
AWS ArcGIS Enterprise Environment(m5.2xlarge)-8 $6,587.52 1 $ 6,587.52
virtual cores,32GB, 10GBPS Network-Dev
AWS ArcGIS Enterprise Environment(m5.2xlarge)-8 $6,587.52 1 $ 6,587.52
virtual cores,32GB, 10GBPS Network-Test
AWS ArcGIS Enterprise Environment(m5.2xlarge)-8 $6,587.52 1 $ 6,587.52
virtual cores,32GB, 10GBPS Network-Prod
AWS annual Ingress/Egress(estimated) $14,400.00 1 $ 14,400.00
Recurring Labor
.5 FTE-GIS Analyst(E24 @ MidPoint) $ 48,276.80 1 $ 48,276.80
Additional One-Time Services
Initial Onboarding
One-Time Wiring $0.00 0 $ -
Software Licensing $0.00 0 $ -
Service Fee Annual Total $ 82,439.36
Initial Payment Schedule
Initial Term Service Period Oct 30, 2024-Sept 30,2025 $ -
*Annual labor rate to be assessed to ensure rate is
adequate to cover the cost of BTS staff assigned with any
increases not to exceed BTS BCC approved adopted
budget inclusive of Market and Cost of living Adjustments,
and Benefits.
Business Technology Services ( BTS)
Global Service Level Agreement
Jeff Rohrs, Chief Information Officer
Executive Leadership Team
Bryan Zumwalt, Chief Technology Office
Belinda Huggins, Director
Deb Frank, Director
Scott Davis, Director
Dana Zordan, Sr. Manager
Lynda Morrill, Sr. Manager
Scott Butler, Sr. Manager
BTS Global Service Level Agreement Page 1 of 15
Revision History
DATE CHANGE AUTHOR REVISION
7/28/2020 Base Global SLA Phase 1 Fred Tucker,Service Management Lead 1.0
2/15/2024 Base Global SLA Phase 1.V2 Chris Labiak,Ops Center&Incident Mngr. 2.0
Service Level Agreement (SLA) and Document Owners; Approvals
The BTS Chief Information Officer is the signatory for this document. The Financial and Service
Management Manager is responsible for internal review by the BTS ELT and their own teams to
support final approval of this document.
Objective
This agreement applies to the warranties and commitments related to all applications, services,
and sub services provided by BTS that do not have superseding agreements. These applications,
services,and sub services are referred to hereafter as:"the service",and the usage of The Service.
The objective of this document is to clearly define the responsibility and commitment between
BTS and Customer Divisions for the services delivered.
Scope
The scope of this agreement is all the conditions concerning the service, the service levels and
the restrictions as described in the remainder of this document. This service level agreement
documents the commitment made by BTS for the provision of all services to Customer Divisions.
It is important that the Customer notifies their BTS Business Relationship Manager of any
business plans that may affect their long-term computing or communications equipment
requirements. Failure to notify BTS of workload variations may result in severe service
degradation which could ultimately lead to invalidation of this agreement.
All BTS Customers will fall under the warranties and commitments of the BTS Global SLA unless
specific warranties or commitments are superseded in a service or customer specific Custom
Service Level Agreement.
Audience
BTS Global Service Level Agreement Page 2 of 15
Parties to this agreement are Pinellas County Business Technology Services (BTS), referred to
hereafter as: the service provider or BTS, and any county or state agency consuming any form of
IT services provided by BTS without a superseding agreement referred to hereafter: the
customer. Customers include the constitutional officers designated in the BTS Interlocal
Agreement.
General responsibilities of parties
The service provider is responsible for the proper operation of the environment of the service.
The service includes maintaining the general availability and performance of the system, the
integrity of the data, the timely accessibility of new data, supplying end user support, and the
implementation of changes.
The customer is responsible for the proper use of the service environment.This means that users
comply to the agreements and procedures in this Service Level Agreement (SLA) and other
documents related to the service. More details can be found in the Customer Responsibilities
Section of this SLA.
1 Description
1.1 Global Service Level Agreement (SLA)
The Global SLA provides an overview of the process disciplines and general support used
daily to maintain IT Services consumed by Pinellas County Organizations and Citizens. The
purpose of the Global SLA is for the Customer to gain an understanding of the level of
service provided for all IT Services and the responsibility between the Customer, Pinellas
County Organizations, and the service provider, Business Technology Services (BTS). Any
customer based or service based specific support requirements differing from or falls
outside of the Global SLA will be detailed in a separate customer, application, or service-
based Custom SLA. Differences recognized in a Custom SLA take precedence over the
information stated in the Global SLA.
2 Service Levels
2.1 Service Hours
BTS Global Service Level Agreement Page 3 of 15
Enterprise services are available 24 hours a day, 7 days a week except for planned
maintenance, unplanned/emergency maintenance, or unplanned disruptions described in
the remainder of this document. All other production services are available Monday —
Friday 7:00 am—5:00 pm excluding Pinellas County observed holidays unless detailed in
a superseding service or customer specific Service Level Agreement.
2.2 Support Hours
The BTS Operations Center (OC) hours of operation are Monday — Friday 7:00 am — 5:00
pm excluding Pinellas County observed holidays. Reporting an Incident or requesting
service should be routed through the BTS Operations Center(OC) at 727-453.HELP (4357).
At any time, a request or Incident can be opened via the Employee Self Service Portal. If
after-hours, self-service requests will be addressed the next business day. Incidents are
recorded by the OC when contacted or entered via the Employee Self Service Portal.
The OC should always be called at 727.453.HELP (4357) for emergency or "system down"
conditions and not solely communicated by other means such as email. This ensures that
the highest priority handling process is activated.
Incidents that cannot be resolved quickly by the OC will be escalated to specialist technical
support groups.
2.3 After Hours Support
After hours calls to the BTS Operations Center(OC) at 727.453.HELP (4357) will be forwarded to
an answering service, weekdays (Monday - Friday, 5:00 PM to 7:00 AM), weekends (5:00 PM
Friday-7:00 AM Monday), and all Pinellas County observed holidays. The answering service will
record a caller's information (Name, Contact #, Department or Agency) and engage the BTS
emergency on-call support staff associated with the application or system the caller is reporting.
Emergency after hours technical support is available for county employees experiencing technical
issues of a critical nature. This includes business critical functions impacting multiple employees,
multiple systems, or public safety. All non-emergency technical and business inquiries such as
assistance with VPN, password resets, navigating websites,single user printing issues, single user
desktop, and phone and application issues connectivity will be processed during normal business
hours.
BTS Global Service Level Agreement Page 4 of 15
2.4 Incident Management
2.4.1 Incident Definition
An Incident is an unplanned interruption to an IT Service, the reduction in the quality of an IT
service, or the failure of a component of a service. Failure of a configuration item that has not
yet affected service is also an Incident — for example, failure of one disk from a mirror set. The
objective of Incident Management is to restore normal service operation as quickly as possible
and minimize the adverse impact on business operations. Normal service operation is defined
here as service operation within Service Level Agreement(SLA)limits. In the absence of a specific
SLA a reasonable expected level of functionality and performance can be assumed with
discrepancies in this area leading to the creation of a specific SLA. Incident Priority definitions
drive Service Level Targets (SLT).
2.5 Incident Prioritization
2.5.1 General Considerations
To manage Incidents, a priority is assigned to every record opened. Priority is defined as a
function of the impact on the business and the urgency for a resolution. The Service Level
Management process is responsible for defining urgency through negotiated Service Level
Agreements (SLAB).
The priority assigned to a record,specifically,the effort required for the resolution of an Incident,
depends upon the impact on the business: size, scope and complexity; the urgency to the
business: time dependent financial impact (loss); the size, scope and complexity of the Incident;
the resource availability for coping in the meantime and for correcting the fault; the expected
effort in resolving or completing a task.
2.5.2 Priority
Priority attention will be given to incidents until the impact can be evaluated. Service down
conditions will automatically be given highest priority over workstation or other support
activities. Services supporting enterprise-wide functions and the public will be given priority over
departmental services. When assigning priorities, discretion and common sense will be applied
to accommodate exceptional circumstances. Priorities, unless reassessed and changed, will be
given the following default values.
BTS Global Service Level Agreement Page 5 of 15
Priority 1—An unplanned interruption impacting an enterprise, business critical, or public safety
system; or affecting multiple users attempting to perform a time sensitive function.
A Priority 1 Incident condition is valid when a production system/application has been rendered
inoperable or business users are unable to use the system/application to support routine, time
sensitive business functions. Examples include local area network (LAN) down, Enterprise
function inoperative, server down impacting a service, department, or workgroup out of service.
It is highly recommended Incidents of this caliber(Priority 1) only be reported via calling the BTS
OC (Operations Center).
Priority 2—A production system/application where service has been degraded (the system is not
down) or other symptoms impacting normal operation. Multiple Users of a non-critical system
or a single user completely "down". This may also be defined as a system/application that is
operating but with severe restriction (for example, performance is unacceptably slow), or affects
a time sensitive function. Examples include workgroup function inoperative, very slow system
response time, vital document is lost or corrupted.
Priority 3 -The "normal" or"default" priority for Incidents that have a lower impact than those
prioritized 1 and 2. These include single user events, non-critical systems, enabling or support
systems, or single features. Priority 3 incidents will be responded to on a first in/first out basis
within their respective queues. Examples include document printing incorrectly, individual e-mail
account inoperative, PC UPS beeping, single user unable to open email attachment, or user
hardware issues.
Priority 4—A production system/application Incident isolated to a few people, performing non-
critical tasks and an alternative workaround exists. Most of the functions are still usable.
Examples include disk&file space, unable to remote into user's PC.
Priority 5 —is given to planned Incidents. No users are impacted, or impacted users have
indicated that there is no urgency. These Incidents may be for internal IT components.
2.5.3 Impact
Impact is a measure of business criticality caused by an Incident equal to the extent to which
agreed Service Level Agreements (SLAB) can be degraded. The number of systems or users
affected measures the scope of service degradation. Generally, impact is differentiated by
relative scope:
1- High: Enterprise, department, floor, branch, or Line of Business (LOB)
2 - Medium: A small group of users
3 - Low:A single user
BTS Global Service Level Agreement Page 6 of 15
However, impact can also be altered by VIP status, which is based on organizational hierarchy
(e.g., executives, managing directors, etc.)or particular user needs(i.e., specific users who justify
immediate or special attention). In the case of users with VIP status, impact is assigned as
follows:
1- High:A group of users with VIP status
2 - Medium: A single user with VIP status
2.5.4 Urgency
Since a high-impact Incident does not by default, must be solved immediately, it is not necessarily
a high priority Incident. Urgency provides a second measure of business criticality, which
indicates the necessary speed of resolving an Incident of a certain impact.
Whereas impact is defined by scope, urgency is defined by time. It is determined by the criticality
for a resolution, as measured in the financial impact of a particular service's downtime. By
comparison,for the same period of downtime, a core business service will cost the business more
than a support service. Therefore, urgency is also relatively differentiated:
1- High: Core Business Service—an activity that has a direct financial impact on the
business organization (e.g., core applications)
2 - Medium: Support Service—an activity that directly supports the execution of a core
business service (e.g., printing services)
3- Low: Non-urgent Service—an activity that supports a core business service, but is not
time sensitive (e.g., Word, Excel)
2.5.5 Expected Effort
The priority alone does not determine the order at which an Incident is completed. It is possible
to have a very low priority Incident addressed before higher prioritized ones due to the relative
ease to of the resolution and implementation.
Example: One user unable to access an application (who previously was able to). One user who
has lost access due to a technical fault (not a lost password), which is an Incident with a low
impact and a high-medium urgency, can be resolved with minimal effort;therefore, it should be
addressed immediately.
BTS Global Service Level Agreement Page 7 of 15
2.5.6 Prioritization Calculation Matrix
Impact
1-High 2-Medium 3- Low
1-High 2-High 3 -
Moderate
3
Urgency 2- Medium 2-High � r, u,
Moderate
3-LOW 3
Moderatey,u
1
2.5.7 Response and Resolution Times
Response time is the time that elapses between initial identification of the Incident to
the Operations Center and the time to start working the Incident.
® Setting up an appointment time if applicable (setting the expectation for the user)
® Trouble shooting or obtaining additional information.
The response is initiated by the support group/analyst that will be resolving the incident.
Resolution time is the time that elapses from the initial identification until the service is
restored. Service may be restored either by an acceptable (to both customer and BTS)
workaround or a permanent solution.
Prior Target Response Time Target Resolution Time*
ity During OC Hours After OC Hours During OC Hours After OC Hours
1 15 Minutes 1 hour 4 Hours 4 hours
2 1 Hour Next Business Day One Business Day NA unless Pri 1 at
00B
3 4 Hours Next Business Day 2 Business Days NA unless Pri 1 atOOB
BTS Global Service Level Agreement Page 8 of 15
4 One Business Day Next Business Day 5 Business Days NA
5 One Business Day Next Business Day As agreed, in next NA
release, etc.
The above response and resolution times pertain to basic levels of service outlined in the Global
SLA. Individually negotiated Service Level Agreements (SLAs) with Customers/Lines of Business
may take precedence.
* Targets are the level or benchmark BTS aims to achieve and only become valuable when
achieving them is a challenge. Targets need to be immediately relevant, provide an
actionable value, and align with business objectives to maintain value of service. By stating
targets, it is not a guarantee that every Incident will be responded to or resolved at or under the
target. The values are typically consumed via the arithmetic mean over an appropriate time
frame (monthly, quarterly)with outliers providing an additional perspective into service levels or
unique events. In many cases a third party is responsible for the support of a service where the
contract between BTS or the customer and a third party does not specify resolution or response
times. Often,third parties providing supporting services that enable BTS to deliver a service to a
customer only include response or acknowledgement times based on their interpretation of
priority. In these cases, where BTS is unable to positively influence resolution times, the values
will still be recorded. When possible, these Underpinning Contracts will be aligned with the
customer-facing Service Level Agreements.
2.6 Scheduled Maintenance
Planned maintenance and service interruptions will be communicated through notifications by
the Operations Center.
The Enterprise Maintenance Window is every Sunday from 6:00 pm — 10:00 pm. It was
established to provide an appropriate timeframe for routine maintenance and changes that
would otherwise be impactful to customers. A service may have additional maintenance
windows defined that support the highest levels of availability while providing a mechanism to
keep the service optimized.
2.7 Unscheduled Maintenance
In the event of unscheduled maintenance, BTS will take reasonable actions to ensure the least
impact possible to business hours and reasonable actions taken to notify impacted customer
divisions. Unscheduled maintenance can occur to protect the Enterprise network and associated
systems from imminent and severe harm or damage such as a security patch or a critical system
fault.
BTS Global Service Level Agreement Page 9 of 15
2.8 Availability
In general, availability calculations differentiate between planned and unplanned downtime.
Downtime for maintenance will be negotiated with the customer when reasonably possible (an
active security breach would be an exception). Where only component availability can be
measured, application or service availability will be derived from Priority 1 Incident time to
resolve measures.
2.9 Communication
Communication is key to quick successful incident resolution. BTS uses the methods below to
communicate with the customer:
a. Self Service Portal where customers can check the status of Incidents they have opened.
b. In the case of Priority 1 Incidents, emails on Incident status and resolution will be sent to
known affected customers, as well as BTS Management from the BTS Operations Center.
c. Internal communication to BTS Management will also take place detailing the Priority 1
issue.
d. Prior to closing an Incident,a BTS Technician will make reasonable attempts to personally
contact the affected party to ensure their issue has been resolved.
e. The BTS Operations Center is available to answer any questions regarding the status of an
Incident.
The BTS Operations Center is available to all users and is the first point of contact for any
questions or issues. The BTS Operations Center aids with all aspects of the IT services either
directly or via specialists. The BTS Operations Center will ensure that the appropriate escalation
procedures will be invoked should a satisfactory response or resolution to an Incident not be
attained within the defined period.
2.10 Resource Management
BTS will ensure that adequate resources are available to service this agreement and will monitor
the usage of resources. It is the responsibility of the Customer to specify future requirements of
the service, i.e., significant increases or decreases in service requirements, so that capacity
planning can provide the most efficient and effective service to the Customer within satisfactory
timescales.
Specific application or service level agreements will be required when anticipated growth of new
applications requires consideration or transaction rates, transaction throughput rates and
BTS Global Service Level Agreement Page 10 of 15
maximum number of users or concurrent connections must be identified for normal workload
expectation.
3 Customer Responsibilities
3.1 Open Communication
BTS wants customers to partner in finding an agreeable resolution to any situation.
Maintaining a positive connection by sharing information, open communication and
remaining accountable, are critical aspects for both BTS and our customers.
3.2 Customer Responsibilities
a. Report all Incidents via the BTS Operations Center or Self-Service Portal.
b. Provide as much detail as possible into the symptoms of the issue. Including your name,
contact information, and timeframe for when you are available to work on the Incident.
c. Customers with their own department or agency IT staff are required to troubleshoot
issues to help aid BTS in resolving those issues prior to submitting a Service Now ticket.
The ServiceNow ticket should contain the troubleshooting steps that the customer's IT
staff has taken, including screenshots of the issue, where applicable. The BTS
Knowledgebase contains a collection of frequently asked questions, detailed procedures,
and tutorials.
d. The customer will be expected to work with BTS in a timely manner and make themselves
and/or their equipment available for troubleshooting.
e. Request and schedule special services well in advance. For example, employee
onboarding or hardware installation.
f. Report concerns with Incident prioritization or resolution to the BTS Operations Center
Manager.
g. Provide physical access for BTS employees to customer offices as required to support
operations.
h. Occasionally, and only upon direct request, assist BTS with situations where a physical
presence is required to observe or manipulate BTS managed hardware located at
customer offices, following specific instructions provided by BTS at the time of the
request.
i. Submit Requests for new BTS provided services and equipment in conjunction with the
BTS Business Relationship Manager as part of broader planning activities, thus providing
adequate lead time for approval, funding, acquisition, and installation.
j. Create a Business Continuity plan to bridge unexpected/uncontrollable interruptions of
service.
k. Advise BTS if there are business changes that would substantively increase capacity
needs, i.e., new user groups, larger data, more data, special events, etc.
BTS Global Service Level Agreement Page 11 of 15
4 Changes, Enhancements
4.1 Changes
A change is considered the addition, modification, or removal of anything that could influence IT
services. To deliver change faster at optimum cost and minimized risk, release management
practices will be utilized where appropriate. This includes planning, build/test, deployment, and
post-implementation review activities. All changes and releases made to services will adhere to
the BTS Change Management policy.
Where appropriate, change windows can be established for a service or sub-service to facilitate
more effective change and release management. Change windows are regular, agreed times
when changes or releases may be implemented with minimal impact on services. These windows
would be typically documented within a given service's SLA.
A blackout window is a defined timeframe where planned changes and releases should be
avoided, restricted, and/or prohibited. Blackout windows can be established on an as-needed
basis for services.
5 Security
5.1 Pinellas County Information Security Policy
BTS to provide a Pinellas County Security Policy. Customer departments and agencies are
responsible for adhering to the Pinellas County Information Security Policy as it applies to
Pinellas County systems, networks, and data.The Pinellas County Security Policy can be found
at the following locations or available upon request.
htt s://pinelIasRov.sharepoint.corn/sites�BTS/securityawareness/Site Pages Home.aswpx
6 Pinellas County Administrative
6.1 Pinellas County Administrative Directives
All County policies and procedures must be complied with by all County employees and can be
found at the following location:
http://intraweb.co.pinellas.fl.us/directives[
BTS Global Service Level Agreement Page 12 of 15
All agency-specific policies and procedures relevant to the agency or agencies involved must also
be complied with. Repository locations of documentation may vary by agency.
7 Changes to the BTS Global SLA
7.1 BTS Internal Procedure
A change to the SLA can result in changes to the IT infrastructure and vice versa. Therefore,
a change to the SLA or IT infrastructure must be authorized through standard change
procedures (CAB authorization). During the SLA period there will be a number of SLA
reviews.The purpose of these reviews is to see if Service Levels are met and, if not, to take
necessary measures to stay in line with the SLA. In case the outcome of a review shows that
certain thresholds are passed, the SLA can also be changed and discussed as stated above.
7.1.1 Minor changes to the SLA
Minor changes are changes made to the service or service levels that do not directly lead to SLA
review and renegotiation. A minor change is recorded in the addendum list to be attached to this
document.
7.1.2 SLA Reviews
The SLA is reviewed regularly based on service level reporting, and customer board meetings,
and meetings between the customer and BTS BRM. The outcome of these reviews may result in
renegotiation and/or changing of the SLA, and once a year, in prolongation or even termination
of the SLA.
Service Level Agreements (SLA) will be reviewed on an annual basis. Customers may request a
review at any time prior to scheduled reviews by contacting their Business Relationship Manager
(BRM). The BTS BRM is responsible for facilitating regular reviews of this document. As a result
of the reviews, Service Improvement Programs will be implemented as needed. Once revisions
are incorporated, the annual review cycle will reset based on the new effective date.
7.2 Custom SLA's
Custom SLA's will be developed for all requested services over, and above services included
under the BTS Global SLA. Custom SLA's will be executed within the appropriate signing
authority for Pinellas County and the respective equivalent Customer authority.
BTS Global Service Level Agreement Page 13 of 15
7.2.1 BTS Internal Process
Custom SLA's will be reviewed according to the terms agreed to within the Custom SLA and within
the basis of service level reporting, and or customer board meetings, and or meetings between
the customer and BTS BRM. The outcome of these reviews may result in renegotiation and/or
changing of the Custom SLA, and once a year, in prolongation or even termination of the Custom
SLA.
8 Definitions/Glossary
Availability The totality of interruption-free parts of the opening hours in
which the customer can make use of the system.
CAB Change Advisory Board, i.e. A representative group of people
who are responsible for assessing, from both a business and a
technical viewpoint, all requests for Change.They advise on the
priorities of a Changes and propose allocations of resources to
implement those Changes.
Change Management The process of controlling and managing requests to effect
changes to the IT Infrastructure or any aspect of IT services, and
of controlling and managing the implementation of those
changes that are subsequently given approval.
Interruption A continuous period during opening hours in which the service
or a service component is not available
Service An IT service, i.e.: a compound of IT facilities, applications
and/or supporting processes delivered by an IT service
organization
Service Level The level of quality at which an IT service aspect is delivered
Service Level Management The process that manages IT service provision in a business-wise
manner by means of SLAB
SLA Service level agreement
SLA Period The period during which the SLA is valid or running
SLA Review Evaluation of the actual service levels provided against the
service level targets as described in the SLA, but in particular the
perceived service quality as expected from these targets
System Either an information system or computer system. A computer
system can be part of an information system. A system can be
part of a service
BTS Global Service Level Agreement Page 14 of 15
Underpinning Contract A contract between an IT service provider and a third party.The
third party provides supporting services that enable the service
provider to deliver a service to a customer.
9 Software Licensing
9.1 Software Licensing
It is the policy of Business Technology Services (BTS) to respect and adhere to all computer
software copyrights and to adhere to the terms and conditions of all software licenses. It is also
the policy of BTS to manage its software assets and to ensure that it deploys and uses only legal
software on its PCs(including portables)and servers. All the departments and agencies that BTS
supports must appropriately budget for the full cost of their license requirements. BTS will assist
the departments with the acquisition of software by obtaining quotes from vendors upon
request. All software requests would come in via the BTS Operations Center. Once the software
is purchased, the customer will provide BTS with the appropriate proof-of-purchase for BTS to
deploy the software to the users. BTS will not be responsible nor install software that is not
properly licensed. Whenever possible the software will be installed using BTS authorized
deployment tools. If for some reason the deployment tool is not able to deploy the software,
the customer must coordinate with the BTS Operations Center to have the software installed on
the user's workstation. To maintain proper record keeping, proof-of-purchase documentation,
license keys, software media, and any other related materials will be documented and stored in
the BTS Definitive Media Library (DML)following existing procedures.
BTS Global Service Level Agreement Page 15 of 15