Common use of Responsibility Model Clause in Contracts

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 course of progress of the request. Queries or requests for information will be closed after two (2) weeks after two (2) attempts via email and one (1) attempt via phone without response from the named requestor.

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:Responsibilities 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) 32. Complying with all instruction provided by DoIT staff in the course of administering support; 43. Responding to DoIT staff queries within two (2) weeks of each posed query or notify DoIT support staff of expected response times; 54. Provide or directly assist with access and configuration modifications to accommodate connectivity to Customer data sources; 65. Data creation, preparation, remediation or maintenance; 76. Data source design, development, maintenance and troubleshooting; 87. Provide or directly assist with portions of troubleshooting associated with customer-developed content; 8. All customer-developed content maintenance and updates; 9. Respond to end user inquiries forwarded by DoIT for customer-specific content, including, but not limited to data sources, end user options, etc. 10. Proactively communicate with technical support staff throughout the course of progress of the request. Queries or requests for information will be closed after two (2) weeks after two (2) attempts via email and one (1) attempt via phone without response from the named requestor.