Common use of Infrastructure Management Clause in Contracts

Infrastructure Management. 4.2.1. During Prime Time, Contractor shall ensure packet loss of less than one percent (1%) and less than sixty (60) milliseconds domestic latency within the Contractor Platform. Contractor shall maintain sufficient bandwidth to the Contractor Platform and ensure the server processing time (or CPU processing capacity) to provide millisecond response times from the server. County and Contractor recognize that end user response times are dependent on intermittent ISP network connectivity, and in the case of County’s users, dependent on County’s internal network health. 4.2.2. To the extent the Contractor Platform provides or supports public access to users in Broward County or through the County’s web pages, Contractor’s Services shall support up to 500,000 site hits per calendar day and capture the number of site hits by page for performance to standards reporting. 4.2.3. Contractor shall ensure that an unlimited number of transactions may be processed to County production database. Subject to County approval, Contractor may recommend that non-routine reports and queries be limited to certain timeframes, quantities or other specifications if Contractor determines that such reports and queries cause degradation to response times affecting performance levels established in this SLA. 4.2.4. Contractor will retain all database records regardless of number or size. 4.2.5. Contractor shall routinely apply upgrades, new releases, and enhancements to the Contractor Platform as they become available after prior, written approval by the County and shall ensure that these changes will not adversely affect the Contractor Platform . 4.2.6. To the extent the Contractor Platform includes an ad-hoc reporting tool or standard reports, Contractor agrees to provide unlimited access to such functionality to County. Contractor agrees to support an unlimited number of queries and reports against County’s Data. County agrees that Contractor may put reasonable size limits on queries and reports to maintain System performance, provided such limits do not materially impact County’s regular business operations. 4.2.7. Contractor shall conduct full, encrypted System backups (including System and user data) weekly and shall conduct incremental, encrypted backups daily. Encrypted backups will be written to a backup device with sufficient capacity to handle the data. Contractor shall maintain a complete current set of encrypted backups for County’s System, including County Data, at a remote, off-site “hardened” facility from which data can be retrieved within one (1) business day at any point in time. Full System restoration performed as a recovery procedure after a natural disaster is included as part of Contractor’s required Services under this Agreement. Upon County’s request, Contractor shall also provide restoration of individual file(s). 4.2.8. A development and test system, which shall mirror the production system, shall be made available for use by County for testing or training purposes upon two (2) business days’ request, including without limitation, upon request for County’s testing of application upgrades and fixes prior to installation in the production environment. County may control data that is populated on the demonstration and training system by requesting that Contractor perform any or all of the following: 4.2.8.1. periodically refresh data from production; 4.2.8.2. perform an ad-hoc refresh of data from production; 4.2.8.3. not refresh data from production until further notice from County; or 4.2.8.4. refresh data on an ad hoc basis with training data supplied by County.

Infrastructure Management. 4.2.1. During Prime Time, Contractor shall ensure packet loss of less than one percent (1%) and less than sixty (60) milliseconds domestic latency within the Contractor Platform. Contractor shall maintain sufficient bandwidth to the Contractor Platform and ensure the server processing time (or CPU processing capacity) to provide millisecond response times from the server. County and Contractor recognize that end user response times are dependent on intermittent ISP network connectivity, and in the case of County’s users, dependent on County’s internal network health. 4.2.2. To the extent the Contractor Platform provides or supports public access to users in Broward County or through the County’s web pages, Contractor’s Services shall support up to 500,000 site hits per calendar day and capture the number of site hits by page for performance to standards reporting. 4.2.3. Contractor shall ensure that an unlimited number of transactions may be processed to County production database. Subject to County approval, Contractor may recommend that non-routine reports and queries be limited to certain timeframes, quantities quantities, or other specifications if Contractor determines that such reports and queries cause degradation to response times affecting performance levels established in this SLA. 4.2.4. Contractor will retain all database records regardless of number or size. 4.2.5. Contractor shall routinely apply upgrades, new releases, and enhancements to the Contractor Platform as they become available after prior, written approval by the County and shall ensure that these changes will not adversely affect the Contractor Platform Platform. 4.2.6. To the extent the Contractor Platform includes an ad-hoc reporting tool or standard reports, Contractor agrees to provide unlimited access to such functionality to County. Contractor agrees to support an unlimited number of queries and reports against County’s Data. County agrees that Contractor may put reasonable size limits on queries and reports to maintain System performance, provided such limits do not materially impact County’s regular business operations. 4.2.7. Contractor shall conduct full, encrypted System backups (including System and user data) weekly and shall conduct incremental, encrypted backups daily. Encrypted backups will be written to a backup device with sufficient capacity to handle the data. Contractor shall maintain a complete current set of encrypted backups for County’s System, including County Data, at a remote, off-site “hardened” facility from which data can be retrieved within one (1) business day at any point in time. Full System restoration performed as a recovery procedure after a natural disaster is included as part of Contractor’s required Services under this Agreement. Upon County’s request, Contractor shall also provide restoration of individual file(s). 4.2.8. A development and test system, which shall mirror the production system, shall be made available for use by County for testing or training purposes upon two (2) business days’ request, including without limitation, upon request for County’s testing of application upgrades and fixes prior to installation in the production environment. County may control data that is populated on the demonstration and training system by requesting that Contractor perform any or all of the following: 4.2.8.1. periodically refresh data from production; 4.2.8.2. perform an ad-hoc refresh of data from production; 4.2.8.3. not refresh data from production until further notice from County; or 4.2.8.4. refresh data on an ad hoc basis with training data supplied by County.