Responsibility Model Clause Samples

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. DoIT shall be responsible for the following activities in coordination with the Customer receiving DoIT enterprise managed services: ● Administration of the Google Workspace Platform: ○ Maintains the stability and usability of the platform across production and non-production environments ○ Performs application maintenance to include performance monitoring and error identification and remediation ○ Manages support for incidents with the vendor ○ Manages instance security: user/group access, administration, access control lists, etc. User Responsibility Model: ● Keeping Agency information up to date about: ○ Users ○ Groups ○ Resources ○ New system and application integrations including SMTP and TLS requests ○ Terminations of admin users ○ Deactivation of Groups ○ Requests for changes or additional resource accounts ○ Changes in agency approvers for optional service requests ○ Provide accurate and complete information relative to all issues, including identifying the app and any error messages ○ Be available and/or responsive to DoIT Admin during the resolution of a service related incident or request.

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. Platform governance, administration and monitoring 2. Installation and support for standard platform features 3. Installation and support of standard extensions, plug-ins and add-ons 4. Support in areas of connectivity, interoperability for approved data sources 5. Coordinate with the Customer to identify the root cause for troubleshooting 6. Advising the Customer to ensure compliance with state security policies 7. Advising the Customer on best practices for applying the available features 8. Assistance with capturing customer requirements and identifying best solution based on requirements 9. Marketing of production solutions to local and national user communities 10. Accessibility checks to maximize the reach within all constituent communities 11. Product demonstrations to maximize use of available features or explore new features 12. Provide basic project management, documenting requirements, scope, timelines and regularly inform customers with status updates 13. Notification of modifications during the maintenance or troubleshooting support services completed on behalf of the Customer 14. DoIT will track hours spent on enhancements B. Customer Responsibilities The Customer shall be responsible for the following activities: 1. Provide provisioning information needed to establish any data connections (IP Addresses etc.) 2. Submit a clear and concise statement via the DoIT service desk, to include nature of the issue and relevant details such as error messages, steps taken to resolve, and screenshots (if applicable) 3. Complying with all instruction provided by DoIT staff in the course of administering support 4. Responding to DoIT staff queries within two (2) weeks of each posed query or notify DoIT support staff of expected response times 5. Provide or directly assist with access and configuration modifications to accommodate connectivity to Customer data sources 6. Data creation, preparation, remediation or maintenance 7. Data source design, development, maintenance and troubleshooting 8. Provide or directly assist with portions of troubleshooting associated with customer-developed content 9. Proactively communicate with technical support staff throughout the c...

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. License provisioning and deprovisioning; 2. Export and import of QVF file from QlikSense to QAP platforms; 3. Platform administration; 4. Platform monitoring; 5. Platform governance; 6. Platform security rules; 7. Outage notifications;

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities of both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the customer 1. Provide full administration of the security awareness training platform 2. Configure the security awareness training campaign and assessment for the customer 3. Configure training reminders for customer employees enrolled in security awareness training campaigns. 4. Upload the customer employee and contingent worker information (Excel.csv file) to the security awareness training platform when received from the Agency Security Awareness Training Manager. 5. Provide the customer with security awareness training progress reports 6. Provide vendor contract management 7. Maintain security awareness training learner licenses and monitor consumption 8. Serve as the escalation point for security awareness training platform and campaign issues 9. Provide security awareness training support: M-F, 8 am - 5 pm 10. Create customer employee progress reports (Reports will be scheduled to run on a schedule agreed upon with the Agency Security Awareness Managers) 11. Create the Quarterly Security Awareness Training Reports for the Governor's Office as stated in SB553. 12. Retain the required Agency Memorandum of Understanding (Memo) acknowledging enrollment in Quarterly Security Awareness Training and identifying the Agency Security Awareness Training Manager as stated in SB553. (Required Documentation)

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. Platform governance, administration and monitoring 2. Provision new and manage existing Gateway agents 3. Manage Socrata-to-Socrata federation relationships 4. Maintain integration with MFA via Okta for eligible customers 5. Manage homepage and associated content 6. Feature content on data catalog and primer pages 7. Manage and configure settings for approved workflows 8. Installation and support for standard platform features 9. Installation and support of standard extensions, plug-ins and add-ons 10. Support in areas of connectivity, interoperability for approved data sources 11. Coordinate with the Customer to identify the root cause for troubleshooting

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. Platform governance, administration and monitoring; 2. Installation and support for standard platform features; 3. Installation and support of standard extensions, plug-ins and add-ons; 4. Support in areas of connectivity, interoperability for approved data sources; 5. Coordinate with the Customer to identify the root cause for troubleshooting; 6. Advising the Customer to ensure compliance with state security policies; 7. Advising the Customer on best practices for applying the available features; 8. Assistance with capturing customer requirements and identifying best solution based on requirements; 9. Marketing of production solutions to local and national user communities; 10. Accessibility checks to maximize the reach within all constituent communities; 11. Product demonstrations to maximize use of available features or explore new features; 12. Provide basic project management, documenting requirements, scope, timelines and regularly inform customers with status updates; 13. Notification of modifications during the maintenance or troubleshooting support services completed on behalf of the Customer;

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. Account creation and deletion; 2. Platform administration and monitoring; 3. Password resets; 4. Platform governance; 5. Outage notifications; 6. Manage and monitor teams; 7. View activity log of site events; 8. Moderate community-submitted content suggestions; B. Customer Responsibilities 1. Prior to account creation, DoIT must receive confirmation from a supervisor of the requestor, who must be a State employee. 2. Follow the vendor user license agreement; 3. Submit a request to DoIT to offboard an account; 4. Users must not connect to any data source hosting data categorized as Personal Information (PI), confidential, sensitive, restricted access or similar within the platform; 5. Meet the minimum hardware specifications for use of online platform;

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for Customer 1. Sign-off on the DoIT Discovery Sprint Charter prior to starting the Discovery engagement 2. Define requirements and user stories for Minimum Viable Product (MVP) 3. Provide results from a Gap Analysis between existing system and MVP 4. Document analysis of products existing in the market and whether or not they meet the Agency’s business needs 5. Outline recommendation for either fixing the current system or pivoting to a new system 6. If DoIT’s recommendation is to move forward with a new system, DoIT will also provide a “build vs. buy” recommendation based on market research B. Customer Responsibilities 1. Sign-off on the DoIT Discovery Sprint Charter prior to starting the Discovery engagement 2. Identify an Agency Point of Contact (POC)/Product Owner for day-to-day communications during the Discovery engagement 3. Identify an Agency Point of Escalation (▇▇▇) (typically the head of the Agency) for issues during the execution of the Discovery engagement. 4. Commit to assign pre-determined resources to participate in a weekly status update to include both DoIT and Agency Leadership 5. Commit to assign the resources and SME to participate in the discovery sessions 6. Commit to identifying and helping to recruit users (internal and external as appropriate) for participation in the discovery

Responsibility Model. The following contains a non-exhaustive list that describes the responsibilities for both DoIT and the customer and may be updated periodically. Updates will be considered effective 14 calendar days from the posting date of the new service agreement. A. DoIT Responsibilities for the Customer 1. Timely response 2. License provisioning and deprovisioning 3. Notification and distribution of patches and version upgrades 4. License renewals B. Customer Responsibilities 1. Installation and support, including product troubleshooting 2. Adhere to license use agreements with the vendor 3. Submit a ticket notifying DoIT to deprovision a license 4. Meet the minimum hardware specifications for use of the provisioned license(s) 5. Follow all state security policies regarding state systems