A method of securing cellular services information is being implemented under the

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1 Cellular Telephne Service Descriptin The Cellular Telephne service plan prvides cellular telephne service and equipment frm a number f cellular telephne service prviders. The plan is intended t cver the state's nrmal requirements fr cellular telephne service and equipment at attractive rates. Cverage plans range frm basic emergency nly service t natinal cverage plans fr as many as 6,000 minutes per mnth f usage. The Cellular Telephne service plan is the mandatry statewide term cntract fr use by the state's Executive Branch agencies and is available fr use by nn-state agencies. FIve natinal cmpanies prvide service plans under the Cellular Telephne service cntract. All are listed n the Cellular Telephne Service Page with cverage area and minutes available. All service prviders include a minimum ne-year parts and labr warranty n phne instruments. Fr details n all plans click here General Infrmatin: Since Octber 1, 2007, several changes have been made in the general plicies and rder prcesses fr btaining cellular services and accessries under the new cntract agreement. Please read the fllwing plicies carefully t ensure yu are familiar with these plicies and rder prcesses. A methd f securing cellular services infrmatin is being implemented under the new Cellular Telephne cntract. This invlves cntinued use f secure websites that are maintained by the respective vendrs n the state's cntract. These secure websites will prvide all the infrmatin pertaining t the state cntract fr the respective vendr. Custmers will select ne f the vendrs n the state cntract (URLs listed belw) t btain infrmatin and t place rders. Custmers will be able t prvisin services, t include adds, discnnects, changing service plans, and prting f services. Custmers will als be able t purchase equipment and accessries frm these secure websites. T ensure prper pricing and service plan utilizatin, all rders must be placed thrugh the respective vendrs secure website. Pricing and prgram plans are subject t change at any time. Shipping is available by standard mail and delivery and free n bard t any lcatin within Nrth Carlina.

2 Service prviders will cmplete delivery within five (5) cnsecutive calendar days after placing an rder thrugh the vendr's website. If repairs are required during the equipment warranty and the unit will be ut f service fr mre than 48 hurs, a laner unit f similar type and functin will be prvided until repairs can be accmplished. Please refer t the vendr's website fr further instructins. Hurs f Availability This service is available 24/7. Netwrk availability is determined by gegraphic areas cvered by the selected plan(s). Access t service in all gegraphic areas is nt guaranteed by all service prviders. Service prviders guarantee % netwrk availability (dmestic USA calls nly) fr calls within the calling plan's gegraphic service area. Custmer Respnsibilities The current methd f btaining Cellular Services thrugh ITS is a self-service web prtal. An ITS Slutins Develpment Analyst is available t wrk with custmers t determine the viability f Cellular Telephne in meeting business needs, if requested. Befre calling the ITS Slutins Develpment Analyst t place an rder fr Cellular Services, the fllwing infrmatin shuld be btained: Service lcatin (street address) Department Cde fr billing purpses. If custmer des nt have a Department Cde, they may btain ne by calling the ITS Service Desk at (919) Apprximate number f minutes f usage that will be required n a mnthly basis Predminant area in which the wireless device will be used Type f equipment and accessries that will be required Glbal Service Levels Glbal Service Levels include the general areas f supprt that are applicable t every ITS service. The purpse f the Service Level Agreement (SLA) is t dcument supprt prvided fr all ITS services in the Glbal Service Levels, dcument the service prvided in the Service Descriptin and dcument any ptinal custmer specific requirements (additins r changes) in the Addendum. Hwever, if there are any differences, infrmatin dcumented in the SLA Addendum takes precedence ver the infrmatin stated in the Glbal Service Levels and/r the Service Descriptin

3 Service Supprt Hurs f Supprt The ITS Service Desk perates 24 x 7 and ffers a single pint f cntact fr all custmer inquiries related t the State f Nrth Carlina's business and technical infrastructures. The Service Desk agents prvide business and technical infrastructure analysis, prblem slving, and first and secnd level diagnstics. Cntacting Supprt Call the Service Desk at r tll free at r the Service Desk at ITS.Incidents@its.nc.gv. Incidents and Service Requests Ticket Creatin Any critical Incident r critical Service Request shuld be initiated by calling the ITS Service Desk. If a critical Incident r Service Request is initiated by , it must be fllwed up with a telephne call t the Service Desk t ensure prper priritizatin. When sending an , summarize the nature f the Incident r Service Request in the Subject field. Upn creatin f a ticket, the custmer will autmatically receive thrugh a Receipt Cnfirmatin with the ticket r reference number. This cnfirmatin dentes that the Incident r Service Request has been lgged at the ITS Service Desk and that it is being assigned t a wrk grup. The custmer is respnsible fr ensuring that their address is prvided t the ITS Service Desk fr update and reslutin ntificatin purpses. Ticket Priritizatin The ITS Service Desk assigns a Pririty t every Incident r Service Request that is initiated. The ITS Priritizatin Mdel is used t ensure a cnsistent apprach t defining the sequence in which an item needs t be reslved and t drive the assignment f resurces. The Pririty assigned t a ticket depends upn: The Impact n the business: size, scpe and cmplexity f the Incident The Urgency t the business: time within which reslutin is required The resurce availability The expected effrt in reslving r cmpleting a task Incident Target Custmer Status Update and Reslutin Times The fllwing chart shws the Incident Target Custmer Status Update and Target Reslutin Times by Pririty after creatin and initial assessment / assignment f a ticket by the Service Desk. Reslutin Times are measured in clck hurs and/r minutes unless therwise specified.

4 The Target Custmer Status Update Time is the time interval that the Service Desk has t update the Custmer wh reprted the Incident n ticket status. The Target Reslutin Time is the ttal time frm ticket creatin t Incident reslutin and restratin f service t the user. Service may be restred either by a wrkarund r by a permanent slutin. ITS strives t reslve ninety percent f Incidents within the time frame specified fr each Pririty. Target Custmer Status Update Pririty Time Target Reslutin Time Critical Every 60 minutes r as agreed upn with the Custmer(s) 4 hurs r less High Every 2 hurs r as agreed upn with the Custmer(s) 8 hurs r less Medium Upn request 24 hurs r less Lw Upn request 3 business days Service Request Target Custmer Status Update and Reslutin Times Target Custmer Status Update Time Fr all Pririty Levels, the Target Custmer Status Update Time will be as agreed upn with the custmer upn ticket creatin. Target Reslutin Time All Service Requests will require a Target Reslutin Date. The date will be entered int the IT Service Management tl upn creatin by the Service Desk Agent and will be set based n the prvisining time established fr the specific request type. This date shuld be a mutually agreed upn target date per request type as defined within each custmer s Service Level Agreement. In the absence f such date agreements r definitins, the target date will initially be ppulated with the custmer required date and may be revised later as apprpriate. Custmer Cmmunicatin As previusly stated, ITS will update custmers as Incidents are being wrked and upn Incident reslutin. ITS will als prvide cmmunicatins when Incidents r utages ccur that may impact the custmer thrugh the ITS Custmer Cmmunicatins Hub. Custmers f ITS shuld visit the ITS Custmer Cmmunicatin Hub at t self- register fr cmmunicatins regarding services and t view service status. Custmers may als subscribe t the Prjected Service Outage Reprt via the Cmmunicatins Hub which prvides infrmatin regarding upcming change events that have the ptential t impact services and lines f business.

5 Custmer Escalatin The ITS Service Desk is the single pint f cntact fr initiating all Incidents and Service Requests, including any requests fr ticket escalatin. Please cntact the ITS Service Desk at r tll free at r the Service Desk at ITS.Incidents@its.nc.gv. The Business and Technlgy Services Leader assigned t yur agency is available t address any questins yu may have abut ITS services, prcesses r infrmatin technlgy business needs. Yu may cntact yur Business and Technlgy Services Leader directly r initiate a Service Request with the ITS Service Desk. Change Management The primary gal f Change Management is t prtect the live envirnment frm unintended impacts as a result f changes made t the varius systems, applicatins, and equipment perating n the enterprise netwrk. All changes t the ITS infrastructure must have a Request fr Change (RFC) ticket submitted in Remedy. As a custmercentric rganizatin, ur first task is t ensure that ur custmers d nt experience an unnecessary r unanticipated interruptin in their daily business activities. Accrding t the ITS Change Management Prcess, a RFC requires that the requestr: Dcument any impacts t the service r ther existing services Secure the required apprvals frm managers and advisry bard members Dcument implementatin, test, and back-ut plans Schedules and implements the change during perids f lw impact t the rganizatin whenever pssible Finally, a careful review f the success r failure f the change cupled with a strng system f success and impact metrics prvides the checks and balances as t whether the prcess is slid, is being fllwed, and prvides useful reprting data t decisin makers and ther stakehlders. If an Incident r Service Request results in a RFC being generated at ITS, the ITS plicy fr lead time will be fllwed wherever feasible. The three levels f change types are Majr, Significant and Minr. A Majr Change requires 20 business days lead time, a Significant Change requires 10 business days lead time, and a Minr Change requires 3 business days lead time and has little r n impact.

6 Enterprise Change Advisry Bard ITS facilitates the Enterprise Change Advisry Bard (ECAB) meetings, whse membership cnsists f agency and ITS representatives. The purpse f the ECAB meetings is t cmmunicate all Majr and Significant changes t its members. ITS changes are bught befre the ECAB when they affect tw r mre agencies including ITS. Agency members als bring infrmatin t the ECAB when their changes may impact an ITS upcming change r ptentially affect anther agency. Fr example, an agency may request a quiet perid fr n changes t the IT Infrastructure during a significant business event. Prir t the ECAB meetings, ITS prvides t the membership a Frward Schedule Of Change - ECAB Detail Reprt, which shws the detail f RFCs that are identified fr ECAB review and infrmatin. Cntact yur Business and Technlgy Services Leader if yu have any questins regarding the ECAB. In additin t the ECAB specific reprts, all custmers f ITS may subscribe via the ITS Cmmunicatins Hub t the Prjected Service Outage reprt. This reprt, which is published each Thursday afternn, details changes that may impact custmers. If yu need assistance with subscribing t reprts r t ntificatins available thrugh the Cmmunicatins Hub, cntact yur Business and Technlgy Services Leader. Security Standards and Plicies ITS services adhere t ITS and State CIO Security Standards and Plicies The Custmer is respnsible fr ensuring that their systems and services are cmpliant with and fllw State CIO Security Standards and Plicies Business Cntinuity Plan ITS has a Cntinuity f Operatins Plan (COOP) t ensure the cntinuity f critical business functins. Service Level Reviews ITS will use a phased apprach in initially cnducting Service Level Reviews. The reviews will be facilitated by the ITS Custmer Service grup and cnducted at a minimum n a quarterly basis r as needed. A Business and Technlgy Services Leader and the custmer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/r renewed, at least nce per year r as required. Custmers may request a review f Service Level Agreements at any time by cntacting the ITS Custmer Service grup. The SLA will als require review under any f the fllwing cnditins: Whenever there is a significant and/r sustained change t the delivery f the service Whenever there is a significant change requested t the SLA that supprts the ITS service As a result f these reviews r as ther infrmatin is prvided, Service Imprvement Prgrams will be implemented as needed.

7 Metrics and Reprts Metrics and reprts will be discussed at the Service Level Reviews. Archival f all reprts shall fllw the recrds retentin schedule adpted by the Nrth Carlina Office f Infrmatin Technlgy Services and the State Recrds Branch General Schedule, as applicable. Reprt Name Reprting Metric Reprting Reprting Surce Interval SLA Reprt fr Reslved incidents within and Mnthly Service Management Incidents Reslved utside f the SLA; Service Reprting Tl Dispute Reslutin Cnfidentiality The Parties (ITS and the Custmer) agree that it is in their mutual best interest t reslve disputes infrmally and amicably. If representatives f the Parties are unable t reslve any dispute after reasnable negtiatin, such issue shall be escalated t the respective legal cunsel f the Parties, and then, if necessary, t the heads f the respective agencies. If the dispute still remains unreslved, then either Party may seek reslutin using the mechanism set ut in N.C.G.S As a result f this SLA, each Party (ITS and the Custmer) is likely t have access t infrmatin r recrds f the ther Party that is exempt frm disclsure under applicable law. Such infrmatin shall be deemed Cnfidential Infrmatin. Each Party shall maintain all Cnfidential Infrmatin f the ther Party in strictest cnfidence and will nt at any time use, publish, reprduce r disclse any Cnfidential Infrmatin, except t the extent necessary t carry ut the Party s duties under this SLA r as expressly authrized in writing by the ther Party. Each Party shall, prir t disclsing any Cnfidential Infrmatin t any cntractr r ther third party, prmptly seek and btain authrizatin fr the disclsure frm the ther Party and shall ensure that the cntractr r ther third party is subject t a nn-disclsure agreement enfrceable in Nrth Carlina. Nthing in this paragraph is intended t prevent either Party frm cmpliance with any rder issued by a Nrth Carlina state r federal curt. Ownership and Custdy f Data All data r ther recrds held r stred by ITS as a result f this SLA shall be cnsidered the prperty f, and in the custdy f, the Custmer. In the event f a request made t ITS fr access t Custmer recrds pursuant t the Nrth Carlina Public Recrds Act r by ther legal prcess, ITS will decline such requests and indicate t the requestr that ITS is nt the custdian f such recrds. ITS will refer the requestr t the Custmer and will ntify the Custmer f such request as sn as is reasnable under the circumstances, in rder t prvide the Custmer with an pprtunity t state r therwise argue its wn psitin cncerning such request.