Template SOD MOU

Arizona State University Ira A. Fulton School of Engineering Engineering Technical Services

Engineering Time and Attendance Services Memo of Understanding (MOU)

Contents

Rev. 06/02/18 1 TAS MOU Created: 06/23/11 Version: 1.0 Arizona State University Ira A. Fulton School of Engineering Engineering Technical Services

1 Executive Summary This memo of understanding is a written understanding about the level of service ETS will provide with Engineering’s Time and Attendance Services. This agreement covers responsibilities for setup, configuration, training, and ongoing maintenance and support. This document clarifies both parties’ responsibilities and procedures to ensure that the customers’ needs are met in an accurate and timely manner.

2 General Time and Attendance Services

Time and Attendance application services provided by ETS and outlined in this agreement include:

 Setup and customized configuration  Training  Yearly hardware and software maintenance  Feature Enhancements

3 Setup, Training and Maintenance for Time and Attendance System ETS will provide any setup; unit/school configuration and getting started training to on-board a new client to the existing Time and Attendance System. Setup and training is a one-time event, after which the client is then trained as the “system administrator” and able to perform routine configuration and administrative tasks for their own organization within the web application. ETS is responsible for maintaining existing applications ensuring functionality with newest web development framework, software versions and OS updates.

4 Enhanced Features Functionality enhancements to the Time and Attendance system will require review and approval from the web team, web team management, and the Director of IT in ETS. Approved functionality enhancements must be applicable to all customers of the application. Functionality enhancements will not be approved if the enhancement benefits one organization/unit/customer only.

5 Terms and Conditions

Agreement period This agreement is valid from the effective date below and remains in effect until the following one year anniversary date, at which point the agreement may or may not be renewed for another year. The agreement will be reviewed annually before the anniversary date. As web technologies, policies, and environments evolve, Engineering Technical Services will incorporate revisions into the agreement. In the absence of the completion of a review, the current agreement will remain in effect until both parties mutually agree to the proposed changes.

Effective date:

Service goals and level of support ETS will assign a primary contact for your project. This person will be your primary contact point for communication, questions, service enhancements and problem resolutions. Your contact will work closely with you to ensure that you receive the highest level of customer support and satisfaction. The primary contact or member of the web

Rev. 06/02/18 2 TAS MOU Created: 06/23/11 Version: 1.0 Arizona State University Ira A. Fulton School of Engineering Engineering Technical Services support team will respond by telephone or email to a customer’s request, questions or problems within 4 hours. If a resolution is not available at the time ETS contacts the customer, ETS will attempt to estimate the resolution time.

6 Financial Responsibilities

The customer agrees to compensate Engineering Technical Services for the use of services in the amount of $1400.00 as a one-time set-up configuration fee, and a $700.00 annual maintenance fee. ETS will invoice the unit department for the amount and payment is due in full when invoiced.

7 Party Responsibilities

Customer responsibilities Customer agrees to:  Follow appropriate MOU procedures.  Acknowledges and understands that this is leading edge technology for which technological obstacles requiring diagnosis and mutual cooperation could occur.  Work with an assigned developer.  Understands that this is a University enterprise application.  Pay all financial charges associated with services rendered.

ETS responsibilities The ETS Web Development Application team agrees to:  Host the web application within the ETS web server infrastructure.  Ensure that the web application is secure and meets University web security standards.  Monitor web applications and server environments for any technical issues that may arise.  Maintain appropriate full and incremental system backups.  Pay for hardware maintenance on underlying physical hardware and storage systems.  Pay for software maintenance on underlying web server application software.  Vendor notification and follow-up for hardware and software problems.  ETS Change control procedures will be followed for server operating system and application maintenance.  System problem escalation when system is down.  Meet response times associated with the priority assigned to Customer issues.  Maintain appropriately trained staff.  System tuning and file maintenance, as well as any system related work, which affects performance, usage or hardware connectivity.  Configure established security standards and policies.

8 Problem Reporting

For functional problems or questions: Call or email your Web Application Development liaison or someone on the Web Application Development team:

Jeff Carpenter [email protected] 480-965-2459 Nathan Deneau [email protected] 480 965-3143 Denise Felsenthal [email protected] 480-965-7872

Rev. 06/02/18 3 TAS MOU Created: 06/23/11 Version: 1.0 Arizona State University Ira A. Fulton School of Engineering Engineering Technical Services 9 Contacts for this agreement Denise Felsenthal is the ETS contact regarding policy or terms of changes to the Memo of Understanding. Denise Felsenthal is the primary administrative contact. Virginia Holtey is the financial contact, responsible for all budgeting and accounting processes.

Rev. 06/02/18 4 TAS MOU Created: 06/23/11 Version: 1.0 Arizona State University Ira A. Fulton School of Engineering Engineering Technical Services

10 Signatures of approval By signing below, all parties agree to the terms and conditions described in this Memo of Understanding Engineering Technical Services Name Title Denise Felsenthal Director, Information Technology

Signature Date

Web Liaison Contact Information

Financial Contact Contact Information

Customer Information: Name Title Dept/Mailcode

Signature Email Phone

Financial Contact Dept. Phone

Services Purchased: TAS Initial Setup Fee $1400.00

Special Notes:

Rev. 06/02/18 5 TAS MOU Created: 06/23/11 Version: 1.0