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HomeMy WebLinkAbout21-004 - Omiga Solutions, LLC - Service Level Agreement: OCourt SoftwareOMIGA 20-004 SOLUTIONS Council Approval N/A fEFM2311302 DOOC:2/13175 000001/} 2020 0 miga Solutions Inc. 1/1 (1111111 4.0 (11,2/1 1'411 04 MO, MO, 1101M61 1101MYil 400.11, (")h yel f OIL 111,„," rpent „„„," or Rd E Su ite CH 0 IGA SOLUTIONS Contents 1. Service Level Agreement Overview 2 2. Description of Services 2 2.1. Introduction 2 2.2. Supplemental Modules 2 2.3. Specific Services 2 3. Problem Management 3 3.1. General 3 3.2. System and Contract Support Escalation Contact List 3 4. Service Performance 3 4.1. Infrastructure Team Availability 3 4.2. Operational Expectations 3 4.3. System Availability 4 4.4. System Operational Limitations 5 4.5. ()Court - File Processing 5 4.6. ()Court Security 7 4.7. Bug Reporting/Tracking 7 4.8. System Outage/Security Reporting 7 4.9. Record Transaction Processing Issues. 8 5. Cost of Services 8 5.1. Annual Maintenance Services 8 6. Service Provider and Customer Responsibilities 9 7. Periodic Review Process 10 7.1. Overview 10 8. Termination of Agreement Process 10 9. Glossary of Terms 10 • Authorized User - means Customer's employees, consultants, contractors, and agents who are authorized by Customer to access and use the Solutions under the rights granted to Customer pursuant to this Agreement, and for whom access to the Solutions has been purchased. 10 10. Acceptance and Authorization 11 2020 Omiga Solutions Inc. (EFIN42311302.D00(;2/13175.00000 IGA SOLUTIONS 1. Service Level Agreement Overview This is a Service Level Agreement (SLA) between Omiga Solutions LLC. (Omiga Solutions) and City of Tukwila (Hereafter referred to as "Customer"), individually a "party" and collectively the "parties". This agreement covers the product(s) as selected in Section 5.2 of this agreement and establishes the applicable Annual Maintenance Fees. Additional On Boarding costs may apply for additional Services selected and will be outlined in the applicable Statement of Work (SOW) agreement at the time the additional Services are requested by Customer. The term of this SLA applies for two (2) years beginning on the Effective Date unless Customer assumes responsibility for providing court services for another municipality. In the event Customer assumes responsibility for providing court services for another municipality, Omiga Solutions shall charge an initial $5,000 On Boarding Fee, with a $1,000 Annual Maintenance Fee. . Either party may terminate this Agreement for any reason on the anniversary date of the Effective Date of this Agreement by giving the other party 30 days' notice written notice. At the end of two (2) years, the parties shall meet and discuss possible adjustments to the Annual Maintenance Fee(s) to reflect any change in the caseload of the court. 2. Description of Services 2.1. introduction Omiga Solutions is providing its proprietary OCourt system and solution(s) to the Customer. OCourt is an online web -based business application that streamlines the court processes and integrates with Washington State's AOC JIS system in real time. ©Court has multiple features including Schedule R , E - Forms and E -Signature. Electronic documents created in ©Court can be concurrently viewed and edited in real time in a court room and a defendant located off site in a jail facility. ©Court supports a number of e -signature technologies including touch, physical signature pad and stored signatures online. OCourt offers real time synchronization to JIS from electronic forms, with built in analytics for Administrators, Clerks, Judges, Prosecutors and Public Defense. There is no similar court product offering for Courts of Lower Jurisdiction in the state of Washington. 2.2. Supplemental Modules Omiga Solutions has Modules for Lobby Display, E -Filing, E -Hearing, Collect R, VRV, ©Summons, and nCourt API, for a data integration point between collection venders, individual court customers and the WA State Administrative Office for the Courts (AOC) Judicial Information System (JIS). These Modules directly update each individual court's receipting system within JIS without relying on the courts to manually enter the information. These Modules reduce repetitive and error -prone tasks associated with manual data -entry related to the collections process. 2.3. Specific Services Omiga Solutions will: a) Ensure OCourt-specific security processes and best -practices are followed b) Notify Customer of any apparent anomalies in data -transfer c) Communicate future enhancements, modifications, or outages to all relevant parties d) Maintain network and identity -related security protocols e) Enforce proper deployment and maximum server up -time 2020 Omiga Solutions Inc. (FM231.1302.©00(;2/1.3175.000001/} 2 IGA OLUTIONS f) Establish and enforce proper application server deployment techniques g) 24x7 maintenance of the server environment h) Maintain an environment scalable to meet current & future customer expectations. 3. Problem Management 3.1. General If at any time Customer experience a lapse in OMIGA Solutions Services, as defined in this SLA, they should immediately notify their Primary Contact Person as defined in the Master Service Agreement, noting specific items to be addressed. 3.2. System and Contract Support Escalation Contact List Please use the following escalated contacts for Operational System or Contract Support issues. Please refer to Section 3.0 to confirm Service Performance standards and metrics. °Court System Issue Escalation Contacts Step 1 System Support, E-maiill: Courts tcodesmmartinccorm Step 2 Robert Patterson Product Manager P: 360-9115-7017 rto b ert. P atters on@c od esma rfin c. c. orn ()tau rt Contract Issue Escalation Contacts 1 Robert Patterson Product Manager P: 360-915-7017 Roberrt.Paft'erson@codestm artinc.corm Step 3 Mark Meyer Prresident. M: 425-444-61174 0: 360-9151-7017 Mlark,M r cedesmwartinc,cowaw 2 Mark Meyer President M: 425-444-6174 0: 360-915-7017 Mark. Meyer arcodesrmartinc.comm 4. Service Performance 4.1. Infrastructure Team Availability Omiga Solutions Infrastructure Team hours of operation will be established and managed under mutual agreement by Omiga Solutions and Customer. At a minimum, the following availability shall apply: Services Descri •tion System Support Hours of operation 7:00 AM to 5:00 PM Monday to Friday -Pacific time zone (Except for Federal and State holida s . Regularly scheduled maintenance frequency Performed on 2nd/3rd Saturday of the month. Email notices are sent to all users. Issue Res• onse Time 4 H ours Hi•h Priorit Issue Resolution Time 2 Business Da s Medium and Low Priority Resolution Time 1 Week 4.2. Operational Expectations Server Backups Frequency Regularly scheduled backups Daily Log Truncation Monthly 2020 Omiga Solutions Inc. 4Ea:M231.1.302.D00C; 2/1.31.75,000001/ 1 IGA SOLUTIONS Server Backups Frequency Retention of collection data Continuous 4.3. System Availability The Omiga Solutions will endeavor to ensure the following: • All case information that is transmitted between Omiga Solutions' servers, the customer's servers, and AOC's servers, are secured via HTTPS. • All login passwords will be restricted to a sufficient level of complexity so as to prevent brute -force hack attempts. • Omiga Solutions will not store actual user passwords unless customer requires it. • Omiga Solutions will abide by the terms of the overall agreement governing auditing and logging of customer data interactions as specified by the Administrative Office for the Courts (AOC). • Logs will be truncated every 1 month in order to minimize the possibility of significant data -loss during security breech. • Outages shall be scheduled with at least one-week advanced notification to all customers and partners. • All outages or un -expected problems arising as a result of Omiga Solutions software will investigated and have a response to the customer in a 4 hr period. If the issue can not be resolved by the first-tier support, the issue will be assigned to a team the same day. • The data -retention period for the Services will not exceed 7 years. (Customer can request less if needed.) • Omiga Solutions will provide individual records data to Court Customer upon request. Omiga Solutions will not retain the document data beyond 180 days. • Regularly scheduled backups will occur every 24 -hours with hourly backups of the data within the database. • Omiga Solutions will maintain the ability to recover from a hard -drive failure or master Hyper -V host operating system failure within a 24-hour period. • Omiga Solutions will have a tracking system in place to keep track of and analyze Availability Times for the Services. Availability time will be based on a 12 hr window of what Omiga Solution identifies as critical uptime between 5am to 5pm Monday through Friday (3,120hr annually/ 780 per quarter). Times that the system is not Available or "Unavailability Time", will be based on reported times by client and discovered issues by Omiga Solution. There will be three different categories for time that is Unavailability Time; Excusable, Outage, and undetermined. Excusable is Unavailability Time due to the following: the acts or omissions of Customer, its employees, customers, contractors or agents (b) the failure or malfunction of equipment, applications or systems not owned or controlled by Company, including without limitation Customer Content, failures or malfunctions resulting from circuits provided by Customer, any inconsistencies or changes in Customer's source environment, including either intentional or accidental connections or disconnections to the environment, Force Majeure events, any suspension of the Services in accordance with the terms of the Agreement to which this Exhibit A is attached, the unavailability of required Customer personnel, including as a result of failure to provide Company with accurate, current contact information, or using an Application in a manner inconsistent with the Documentation for such Application. Also as stated in the MSA Omiga solutions is not responsible for unavailability time due to acts of God, earthquakes, shortage of supplies, transportation difficulties, labor disputes, riots, war, fire, epidemics or other circumstances beyond OM IGA SOLUTIONS's control. A logging system will be set up in a One Drive folder starting Jan.2nd 2021. Within a 48 notice, a link to the "Availability Logs" will be provided to the customer to preview the information. Also, each year quarterly, upon the customer's request a meeting will be set up to discus and analyze the information within the "Availability Logs". 2020 Omiga Solutions Inc. (EF M231.1.302.©OO(; 2/1.3175.000001 / } 4 0 IGA SOLUTIONS 4.4. System Operational Limitations Mile always endeavoring to resolve any system failures, there are conditions that may be beyond Omiga Solutions' ability to address. Examples include, but are not limited to: • AOC JIS availability (OCourt will not function properly without JIS functionality) • Customer network outage • Customer firewall or browser issue that is specific to their own IT environment • Upgrades to Judicial Access Browser System (JABS) that causes a problem or outage • SSL certificate(s) expiration • Third party back-up power failure • Restricted access to JIS • JIS down-time (impacts data transmission). Omiga Solutions' commitments, per this SLA, are limited to those basic services, and designated optional services for Omiga Solutions supplied or operated systems. Outages within the customer's own systems, and/or the customer's network provider's systems over a period of several days do not fall within the scope of this SLA nor will Omiga Solutions assume responsibility for them. 4.5. OCourt - File Processing OCourt Overview: The OCourt system is considered a "real-time" system in that users expect to see data in JIS after they've entered it into the system. However, there is also a regularly scheduled [automated] process that kicks off every 24 hours, to migrate the customer's JIS data into our queue for synchronization and error notification. There is another "near real-time" mechanism that is initiated by user actions such as performing a case submittal action or typing in a large number of cases to associate with a hearing. User Authorization and Authentication: A username/password for ©Court can be established by registering for the site, and then approved by a Court Administrator or Omiga Solutions System Administrator. Users that are approved can then be associated with specific roles that will allow them to review various functions that have been associated with their assigned "role" in the system. Handling Dependency Changes: In the event that Omiga Solutions' OCourt system is operating normally, but there is: 1. An anomaly present in the JIS and/or document storage data, 2. A JIS screen has been modified and the customer has failed to notify Omiga Solutions, 3. A Document Storage API has been updated Omiga Solutions may reach out to the customer in order to facilitate a resolution. In practice, this type of anomaly rarely occurs. However, if it should occur, Omiga Solutions will be able to respond within 72 hours of notification regarding any small AOC screen changes, document storage API updates, or data anomalies. If the modification is severe enough (for instance AOC replaces JIS with a new Case Management System and doesn't tell anyone about it) Omiga Solutions may not be able to bring the system back -online within a 72 -hour period. Therefore, it is necessary for AOC and the customer to keep Omiga Solutions informed of known upcoming changes and upgrades. External Doc Storage Sync Operations (Applicable to 3rd -party externally hosted solutions only!): For certain customers, Omiga Solutions will support software that is responsible for downloading external data concerning electronic documents associated with a case(s). Security: 2020 Omiga Solutions Inc. (EF M231.1.302.©OO(; 2/1.3175.000001 / } OMIGA SOLUTIONS 3rd -party vendor data (i.e. Laser Fiche, SharePoint, Sire, etc.) should be made available to Omiga Solutions in a secure fashion, but Omiga Solutions is not responsible for enforcing agreements between its own Courts customers and their 3rd -party partner vendors. Therefore, Omiga Solutions will download data related to the OCourt system from Court customer 3rd -party vendors even if it is provided to us in an inherently insecure fashion. It is the customer's responsibility to ensure that their 3rd -party vendors are working in a secure fashion with Omiga Solutions. Basically, Omiga Solutions does not control or have leverage over any Court customer's own vendors. 3rd- ar Data Transmission: We will notify our customers in the event that we notice odd patterns in data -transmission such as (a) no data for unusual periods of time, (b) bad data repeatedly being transmitted, (c) too much data being transmitted. Ultimately, if the customer wishes for Omiga Solutions to work collaboratively with the 3rd - party to resolve the problem, we will do so on a case-by-case basis. Customer Network, Document Storage Provider, or AOC System Anomalies: There are many points of failure in the overall data pipeline for the OCourt system. Omiga Solutions often plays the role of working to resolve any breakdowns in the pipeline. However, there are times when Omiga Solutions would have absolutely no knowledge of such a breakdown. The following are examples that have occurred. (a) The customer has a network outage. (b) The customer has a firewall or browser issue that is specific to their IT environment. (c) AOC has made an upgrade to JABS which causes a problem or outage. (d) AOC has forgotten to update their SSL certificates and the SSL certificates have expired. (e) AOC experiences a network outage. Since there are many points of failure, Omiga Solutions' agreed-upon metrics that are defined in this SLA document may only be applied at the point that we are the source of the problem. Outages within AOC, the customer's own systems, and/or the customer's network provider's systems over a period of several days do not fall within the scope of this SLA nor does Omiga Solutions assume responsibility for them. Document Storage Synchronization Operations (Applicable to locally installed software only!): In the case where the document -storage resides internal to the customer, Omiga Solutions will provide the customer with a Windows executable program. The program is made up of more than 3 files. One file is intended to be configured according to the unique requirements of the customer. This file ends with a *.config file extension. The Windows executable that Omiga Solutions provides to the customer will, generally speaking, look for files located in a document storage solution, determine if they are relevant case -related files, transmit them over HTTPS to Omiga Solutions' e -Docs servers, and then disconnect from the customer's document storage system. For this reason, it is important that the customer not expect that the data displayed in Omiga Solutions' e -Docs manager will be automatically synchronized with the customer's document - storage solution. In order to update the case -documents when making a change to your document - management data, you will need to "refresh" the Omiga Solutions e -Docs external documents list. The executable currently depends on Microsoft .NET Framework 4.5 in order to execute and perform its tasks. This may change in the future. The executable transmits the customer's ticket data over port 443 which is a standard SSL port. Other than allowing outbound traffic on port 443 and ensuring that the user -account running the executable has the appropriate permissions to read and delete files in the configured processing path of the program, there is no other operational requirement of the software. Case -File Processing Executable Maintenance (Applicable to locally installed software only!): 2020 Omiga Solutions Inc. (EFIN42311302.D00(;2/13175.00000 6 0 IGA SOLUTIONS Omiga Solutions may periodically update the executable supplied to any Court customer as updates and enhancements are developed. Given that this executable is responsible for reading the appropriate document data, and also updating it, there may be updates or enhancements required over time. The maintenance fee associated with any contract related to the OCourt system is partially used to ensure this component stays up-to-date with technology changes over time. If any Court customer wishes to disable or rebuild the server that the OCourt executable is running on, they merely need to copy all of the files associated with the OCourt executable... and place them into a directory on the new server. There is no uninstall process, re -configuration process, or other Windows artifacts in-place that need to be addressed. If any Court customer needs a new copy of the OCourt executable, Omiga Solutions will provide one for them at no charge. Ticket Processing Bandwidth: Omiga Solutions does not expect to have any difficulty processing up to the maximum allowable number of documents that our pre-screened customers are able to accommodate. Omiga Solutions will be able to provide reports within a 48 hour period of exact case -volume processing and anomalies per customer. 4.6. OCourt Security The OCourt software is managed by Omiga Solutions' Network Support Team and is responsible for the physical security, data redundancy, and other aspects of backups and power supply necessary to maintain uptimes that meet the definition of this Service Level Agreement. Omiga Solutions is responsible for the SSL certificate used to secure individual customer logins via the web -based interface as well as encryption of the ticketing data within the SQL Server storage environment. Omiga Solutions is also responsible for the verification of regular data -backups and redundancy that is necessary to avoid any data loss. However, in the case of this system... any lost data may be recovered from multiple sources outside of Omiga Solutions' control. (Such as Washington State AOC or DES or the customer.) Omiga Solutions is also responsible for verifying the secure transmission of the case data associated with the OCourt system to the customer's servers and to A0C's JIS. Omiga Solutions will notify the Court Customer within 48 hours in the event of any known security breach or compromise to the integrity of the data. If Omiga Solutions determines that a username or password of a valid user for Court Customer was utilized during the security breach, we will immediately deactivate the account and change the password prior to notifying the Court Customer, in order to ensure that no further security breaches occur. 4.7. Bug Reporting/Tracking Omiga Solutions is responsible for tracking all bugs/problems associated with the OCourt software or general processing of OCourt-related tickets from the customer's 3 -party ticket vendor as needed. Omiga Solutions currently uses a system known as "AdminiTrack" to facilitate the reporting of bugs. Bug reports may be generated from the AdminiTrack system upon request within a 48-hour period. 4.8. System Outage/Security Reporting Due to the complexity and number of systems supporting OCourt processing system, it is difficult to centralize a reporting mechanism to identify all system outages, security -related issues, or other concerns over an extended period of time. However, Omiga Solutions will provide a regular security bulletin for issues within the Omiga Solutions server and OCourt environment upon request. Omiga 2020 Omiga Solutions Inc. (EFIN42311302.D00(;2/13175.00000 7 OMIGA SOLUTIONS Solutions cannot provide information about the system functionality or security of non-Omiga Solutions server environments. 4.9. Record Transaction Processing Issues: In the event, that transaction processing does not occur correctly, customers are notified in one of 2 ways. (1) via email if it is a long-running transaction process. (2) Via user -interface if it is a "real-time" or "near real-time" transaction. Additionally, the 0Court Systems Administrator(s) will also be notified. It is possible to include other members from various roles in these error notifications upon request. Error emails are filtered by the Customer identifier because there could be more than one Court organization using the same system. A configurable customer email address can be associated with each Customer id. In this case, a "customer identifier" is the unique information that identifies customers such as City of Tacoma, City of Fife, City of Lakewood, etc. 5. Cost of Services 5.1. Annual Maintenance Services Omiga Solutions will provide the Services to Customer at a cost not -to -exceed the annual fee(s) as indicated below for the licensed Services the Customer has chosen ("Annual Maintenance Fee"). The Annual Maintenance Fee(s) covers the maintenance and on-going support of the below chosen solutions. The Annual Maintenance Fee(s) will be invoiced to the Customer on the anniversary date of execution of this agreement each year this agreement is in effect. Either party may terminate this Agreement for any reason on the anniversary date of the Effective Date of this Agreement by giving the other party 30 days' notice written notice.. . Omiga Solutions will make available to the Customer, any additional Module(s) released. Implementation and use of additional Module(s) may require an additional service fee. The Annual Maintenance Fee does not include feature enhancements or future improvements. It is intended solely to cover the services in this agreement and to ensure proper security in accordance with AOC guidelines, industry best -practices, and normal operating procedures. The Annual Maintenance Fee will cover any changes as needed to any current form(s) in use by the 0Court program as drive from Legislative Changes for Washington State. Any new forms to be created because of Washington State Legislative decisions will be considered enhancement to the electronic document system and the cost of developing those forms will be at $500.00 which will be equally shared among the courts actively using the E -Doc program. However, individual customer obligations for Legislative New Forms will not exceed $50.00. At the end of two (2) years, the parties shall meet and discuss possible adjustments to the Annual Maintenance Fee(s) to reflect any change in the caseload of the court such as additional Transactions processed. 5.2. Annual Maintenance Fee 5.2.1 Table of Annual Maintenance Fees 2020 Omiga Solutions Inc. MFM2311302.D00(;2/13175.00000 8 Item Annual Fee Note 0Court $6,000 • Lobby display No charge Collect R $1000 , Annual fee is based on current volume and may be adjusted annually as Omiga measures and tracks volume See below for costs 2020 Omiga Solutions Inc. MFM2311302.D00(;2/13175.00000 8 • nCourt API Paid by Vendor • VRV N/A Annual fee is based on current volume and may be adjusted annually as Omiga measures and tracks volume. See below for costs • N to Y N/A This module requires VRV licensing Public Access (PAM) • ......................... e -Filing e -Hearing N/A • N/A CSummons N/A Jury Management' 5.2.2 Collection R and VRV fee(s) are based on the annual number of Transactions processed. There are three different levels of citation processing: Light under 11,000 citations $1,000, Medium between 11,000 and 28,000 citation $1,200, and Heavy over 28,000 citation $2,000. 5.2.3 Should the Annual Maintenance Fees listed in the table above move from a "light" level to a "medium" or "heavy" level, Omiga Solutions shall notify Customer on annual invoice that based on the previous years' citation numbers, Omiga Solutions anticipates that the following years' citation level will need to be adjusted to reflect the increased service needs. In no event will the Annual Maintenance Fee for Collection R and VRV fees exceed the amounts listed in Section 5.2.2. 6. Service Provider and Customer Responsibilities Role Omiga Solutions Customer Responsibilities • Installs, updates, and configures the physical Electronic Documents, Schedule R, and synchronization with JIS and Collection modules. (if a product) • Ensures Electronic Documents, Schedule R, collection modules and synchronization -specific security processes and best -practices are followed • Notifies all partners of any apparent anomalies in data -transfer or ongoing operations • Communicates future enhancements, modifications, or outages to all relevant parties • Maintains data -retention policies • Responsible for correcting data -entry errors • Provide all digital data -entry including hearing information, e -Doc data, required e - Document case files, and/or other relevant information • Responsible for syncing the hearing or other data periodically from JIS. (Until a real- time data synchronization mechanism can be built and agreed to by AOC.) • Responsible for following system business practices to ensure long-term operational needs • Responsible for accepting valid users, elevating user permissions, and generally removing users that are no longer part of the Court • Responsible for collaborating with Omiga Solutions system administrators to identify features, functionality, or problems that need to be addressed • Responsible for ensuring proper e -Document signatures and association with relevant hearing and case -types 1 °Summons shall not be implemented until 2022. Annual 1' `Maintenance Fee for OSummons shall be $2,500. 2020 Omiga Solutions Inc. (t;'l M231.1.302.©OO(; 2/1.31'75.000001 / i 9 OMIGA SOLUTIONS 7. Periodic Review Process 7.1. Overview This SLA will be reviewed biennially. Contents of this document may be amended as required, provided mutual agreement is obtained and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. a) Document Owner: Mark Meyer b) Review Period: Biennially c) Previous Review Date: d) Next Review Date: December 1st 2022 8. Termination of Agreement Process The initial term of this SLA is for two years beginning on the effective date of the Agreement. Either party may terminate this Agreement for any reason on the anniversary date of the Effective Date of this Agreement by giving the other party 30 days notice written notice. Upon termination of the SLA, Omiga Solutions shall have no further obligation to provide any services hereunder to Customer; provided that prior to Omiga Solutions removing or otherwise purging any Customer Data provided to Omiga Solutions, Omiga Solutions shall first provide Customer with a full and complete copy of Customer Data in a form approved by Customer along with a certification that all Customer Data to be purged has been properly and completely transferred to Customer. Termination of this Agreement shall not affect any obligation owed by either party to the other as accrued prior to such termination. 9. Glossary of Terms • AOC — Administrative Office of the Courts. • APS —Automated Payment System • Authorized User - means Customer's employees, consultants, contractors, and agents who are authorized by Customer to access and use the Solutions under the rights granted to Customer pursuant to this Agreement, and for whom access to the Solutions has been purchased. • Customer Data - means information, data, and content, in any form or medium, collected, downloaded, or otherwise received, directly or indirectly from Customer, an Authorized User or end-users by or through the Services, provided the data is not personally identifiable and not identifiable to Customer. • OCourt- Omiga Solutions' proprietary online web -based business application that streamlines the court processes and integrates with Washington State's AOC JIS system in real time. OCourt has multiple features including case scheduling, E -Forms, Archiving, E -Signature and Lobby display. • EA Group — Enterprise Architecture Group: A governing body or group within the AOC, responsible for the oversight and general design of Information Technology as it relates to the agency. • Effective Date - The latest date the Master Services Agreement is executed by both parties. • Executive Management — The ISD Director or other management entity responsible for overseeing the agency Information Services budget and project selection. • ISD — Information Services Division: A division within the AOC responsible for the maintenance and development of Information Technology Software and Hardware. • JIS - Judicial Information Systems • PMO — Project Management Office; the organization responsible for the oversight and direct management of projects within the AOC. • Services — the software programs offered by Omiga Solutions and selected by the Customer as established in Section 5.2 of this SLA. 2020 Omiga Solutions Inc. x¢2311302.D02t;2/13175.000001/ } 10 0 IGA SOLUTIONS SSL - Secure Sockets Layer; a protocol designed to provide secure communications over the Internet using asymmetric key encryption. Transaction - A transaction is a case synchronized from JIS into the OCourt scheduler system. 10. Acceptance and Authorization IN WITNESS 1NFIEREOF, the parties hereto each acting with proper authority have accepted and authorized execution of this Service Contract. Customer LaTricia Kinlow Full name Court Administrator Omiga Solutions, LLC Mark Meyer Full name President Title Title Signature 12/29/2020 Signature 12/22/2020 Date Date APPROVED AS TO FORM nt 671e C4 Office of the City Attorney 2020 Omiga Solutions Inc. 0E1:M2311302.D ;2/13175.00000 } 11