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2022 OMIGA Solutions Inc. 4 <br />Services Description <br />High Priority Issue Resolution Time 2 Business Days <br />Medium and Low Priority Resolution Time 1 Week <br />4.2. Operational Expectations <br />Server Backups Frequency <br />Regularly scheduled backups Daily <br />Log Truncation Monthly <br />Retention of collection data Continuous <br />4.3. System Availability <br />The OCourt Administrator(s) will work to ensure the following: <br />•All case information that is transmitted between OMIGA Solutions’ servers, the customer’s servers, <br />and AOC’s servers, are secured via HTTPS. <br />•All login passwords will be restricted to a sufficient level of complexity so as to prevent brute-force <br />hack attempts. <br />•OMIGA Solutions will not store actual user passwords unless customer requires it. <br />•OMIGA Solutions will abide by the terms of the overall agreement governing auditing and logging of <br />customer data interactions as specified by the Administrative Office for the Courts (AOC). <br />•Logs will be truncated every 1 month in order to minimize the possibility of significant data-loss <br />during security breech. <br />•Outages shall be scheduled with at least one week advanced notification to all customers and <br />partners. <br />•All outages or un-expected problems arising as a result of OCourt software will be assigned a <br />dedicated response team within a 48-hour period. <br />•The data-retention period for OCourt will not exceed 7 years. (Customer can request less if <br />needed.) <br />•OMIGA Solutions will provide individual records data to Court Customer upon request. OMIGA <br />Solutions will not retain the document data beyond 180 days. <br />•Regularly scheduled backups will occur every 24-hours with hourly backups of the data within the <br />database. <br />•OMIGA Solutions will maintain the ability to recover from a hard-drive failure or master Hyper-V <br />host operating system failure within a 24-hour period. <br />4.4. System Operational Limitations <br />While always endeavoring to resolve any system failures, there are conditions that may be beyond OMIGA <br />Solutions’ ability to address. Examples include, but are not limited to: <br />•AOC JIS availability (OCourt will not function properly without JIS functionality) <br />•Customer network outage <br />•Customer firewall or browser issue that is specific to their own IT environment <br />•Upgrades to Judicial Access Browser System (JABS) that causes a problem or outage <br />•SSL certificate(s) expiration <br />•Third party back-up power failure <br />•Restricted access to JIS <br />•JIS down-time (impacts data transmission). <br />OMIGA Solutions’ commitments, per this SLA, are limited to those basic services, and designated optional <br />services for OMIGA Solutions supplied or operated systems. Outages within the customer’s own systems, <br />and/or the customer’s network provider’s systems over a period of several days do not fall within the scope <br />of this SLA nor will OMIGA Solutions assume responsibility for them. <br />4.5. OCourt - File Processing <br />OCourt Overview: