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<br />2022 OMIGA Solutions Inc. 7 <br />OMIGA Solutions will be able to provide reports within a 48 hour period of exact case-volume processing <br />and anomalies per customer. <br /> <br /> <br />4.6. OCourt Security <br />The OCourt software is managed by OMIGA Solutions’ Network Support Team and is responsible for the <br />physical security, data redundancy, and other aspects of backups and power supply necessary to maintain <br />uptimes that meet the definition of this Service Level Agreement. <br /> <br />OMIGA Solutions is responsible for the SSL certificate used to secure individual customer logins via the <br />web-based interface as well as encryption of the ticketing data within the SQL Server storage environment. <br />OMIGA Solutions is also responsible for the verification of regular data-backups and redundancy that is <br />necessary to avoid any data loss. However, in the case of this system… any lost data may be recovered <br />from multiple sources outside of OMIGA Solutions’ control. (Such as Washington State AOC or DES or the <br />customer.) <br /> <br />OMIGA Solutions is also responsible for verifying the secure transmission of the case data associated with <br />the OCourt system to the customer’s servers and to AOC’s JIS. <br /> <br />OMIGA Solutions will notify the Court Customer within 48 hours in the event of any known security breach <br />or compromise to the integrity of the data. If OMIGA Solutions determines that a username or password of <br />a valid user for Court Customer was utilized during the security breach, we will immediately deactivate the <br />account and change the password prior to notifying the Court Customer, in order to ensure that no further <br />security breaches occur. <br />4.7. Bug Reporting/Tracking <br />OMIGA Solutions is responsible for tracking all bugs/problems associated with the OCourt software or <br />general processing of OCourt-related tickets from the customer’s 3rd-party ticket vendor as needed. <br />OMIGA Solutions currently uses a system known as “AdminiTrack” to facilitate the reporting of bugs. A <br />username/password may be established for any 3rd-party wishing to provide bug-reports on a 24x7 basis. <br /> <br />Bug reports may be generated from the AdminiTrack system upon request within a 48-hour period. <br /> <br />4.8. System Outage/Security Reporting <br />Due to the complexity and number of systems supporting OCourt processing system, it is difficult to <br />centralize a reporting mechanism to identify all system outages, security-related issues, or other <br />concerns over an extended period of time. However, OMIGA Solutions will provide a regular security <br />bulletin for issues within the OMIGA Solutions server and OCourt environment upon request. OMIGA <br />Solutions cannot provide information about the system functionality or security of non-OMIGA Solutions <br />server environments. <br />4.9. Record Transaction Processing Issues: <br />In the event, that transaction processing does not occur correctly, customers are notified in one of 2 <br />ways. (1) via email if it is a long-running transaction process. (2) Via user-interface if it is a “real-time” or <br />“near real-time” transaction. Additionally, the OCourt Systems Administrator(s) will also be notified. It is <br />possible to include other members from various roles in these error notifications upon request. Error <br />emails are filtered by the Customer identifier because there could be more than one Court organization <br />using the same system. A configurable customer email address can be associated with each Customer <br />id. In this case, a “customer identifier” is the unique information that identifies customers such as City of <br />Tacoma, City of Fife, City of Lakewood, etc. <br />