CITY AND COUNTY OF SAN FRANCISCO

Memorandum of Understanding

Department of Technology

Document Description - Memorandum of Understanding (MOU)  Specialized or custom ongoing support services

 Specific to a department

 Service specific costs are charged to the client department

 Appended to SLA

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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
Introduction

This memorandum of understanding (“MOU”) is entered into as of <Date> by and between <Client Dept, Client Title, Client Dept> “GSA” and Jon Walton, Chief Information Officer, Department of Technology (“DT”), to memorialize the agreement between the <Client Dept> and DT and to (outline, describe, inform, etc) the (services, parameters, etc.) under which the parties will (cooperate, provide, perform) the following services: (Two to three paragraph description of the purpose, goals, responsibilities and how the agreement will be concluded.) This agreement covers the service provided, points of demarcation, terms and conditions, performance metrics and reporting of services covered by this document and provided by DT. 1.0 Term of Service

1.1 Term of Coverage This agreement covers the term beginning July 1, 20____ through June 30, 20____. 1.2 Annual Renewal This agreement shall be renewed annually prior to the beginning of each fiscal year and shall terminate accordingly. DT shall review and update this MOU and amendments as part of the general Service Level Agreement renewal with <Client Dept> during October 1 through December 1 of each year in order to prepare client departments for the next fiscal year commencing July 1. 2.0 Service Categories 2.1 Custom Services Custom services are defined as services that are specific to a department or project. These services are in one of two categories. The first service

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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
type is Statement of Work (SOW); the second category is Memorandum of Understanding (MOU). Memorandum of Understanding, MOU, documents are an agreement between DT and a department for ongoing custom maintenance and support services not provided as part of the baseline SLA, or as part of a subscription service. These services are based on a finite period of time from 30 days to one fiscal year. MOU services may be renewed annually and renewable services shall be amended to the department’s baseline SLA in the same manner as a subscription service. Consistent with the above-mentioned goals and terms, the <Client Dept> and DT agree as follows: 2.2 Services To Be Provided: A. This agreement will commence on the date executed by both parties and will terminate on <Term Date>, and shall be renewed annually or unless replaced by written mutual agreement. B. During the term of this agreement Department of Technology (DT) will (design, install, provide, maintain) services. The (Product) will (result, provide, replace etc.) for the following areas of the <Client Dept> C. Requests for DT services must be made through the DT Help Desk. The <Client Dept> information technology staff will coordinate and communicate with DT regarding (service issues). <Further description as necessary.> D. Complete description of how costs will be paid by client department or DT. Note source and limit on spending. If equipment is to be procured complete description on who is responsible, and who will (own equipment/maintain/pay for staffing) at the end of the MOU as appendix A E. Describe who is responsible for (final report/RFP, budgeting, etc.) By what date. F. DT and the <Client Dept> jointly agree if the arrangement as set forth in this MOU is not working as outlined, either department can end this arrangement with (two weeks) notice.
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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
G. Reference any related Statements of Work, SOW, and attach the related SOW(s) as appendix B H. This MOU is considered an amendment to the DT Master Service Level Agreement. All departments are to have a Master SLA, subscription amendments, and MOU’s on file with DT. These agreements are required to be reviewed and updated annually. 3.0 Budgeted MOU Amount Consistent with the above-mentioned goals, legal and contractual requirements, the <Client Dept> and DT agree as follows: 3.1 Tabular estimate of Costs
Budget Project Code Cost Center (Activities) Infrastructure (Technology Support Services) Networking and access to City system Etc. etc. 081C 5 Grand Total Subo bj
725AMP 725CIN 725GTU 725ITS 725LAS

Total

081C 5

081C 1

The <Client Dept> may request additional levels of service or new services during <FY CURR> and <FY NEXT> related to this program. Additional services must be estimated and approved by DT and the <Client Dept>.
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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
Funding must be made available to DT prior to the delivery or performance of any services described in this MOU. 4.0 Billing Procedures
All billing under this Memorandum of Understanding shall be provided in accordance with Interdepartmental Billing Procedures and shall include all required documentation.

4.1 Billing Disputes DT will work with the <Client Dept> to adjust billing errors identified by the <Client Dept> Finance Manager during the billing review and approval process. If DT has a billing dispute with the <Client Dept>, it must
attempt to resolve it with the responsible <Client Dept> Finance Manager. If an agreement cannot be reached, the DT Chief Financial Officer and the <Client Dept> Finance Director will meet with the Deputy Controller to resolve the matter. <Other billing information as necessary.>

5.0 Client Responsibilities Client departments are responsible for maintaining and providing IT services not covered under this MOU. Client Departments are required to adhere to all COIT Information Technology policies, standards, and guidelines. 5.1 Point of Demarcation The Department of Technology is responsible for all services provided to the Customer’s Point of Demarcation. The Point of Demarcation is the point in which DT’s service responsibility stops and the client department is responsible for the service. Refer to the DT Service Catalog for service details and each services point of demarcation.

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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
5.2 Client Cooperation Client departments are to cooperate with DT personnel when requested to do so. Client cooperation may be requested for maintenance or troubleshooting purposes. If an issue cannot be resolved due to lack of client cooperation, DT staff shall escalate the issue to DT management for resolution. 5.3 Security DT provides security services up to point of demarcation for the services specified in this MOU. Client department are responsible for providing security services on the customer side of the point of demarcation. DT maintains enterprise wide network monitoring tools that may show security risks on the customer side of the demarcation. DT shall share this information with the appropriate contact in each client department. DT shall not be responsible for resolving security issues on the client side of the point of demarcation unless specifically requested to do so by the client department. Such requests are chargeable at DT’s normal hourly rate of $ XXX.XX. 6.0 Limitations 6.1 Covered Services Services not explicitly defined in this document are considered outside of the scope of this MOU. 6.2 Changes Changes that may impact scope and/or time line will be noted and amended to this agreement with all parties agreeing in writing to changes and/or time line adjustments. Only changes that preclude the successful delivery of services covered by this MOU will be considered. Changes that have no impact will not be added to this agreement, but

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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
resolved by a new statement of work and project plan, or addressed through the DT Customer Service Request system. 5.3 Automatic Acceptance Completed services and requisite documentation will be presented to the department for acceptance. Departments will respond to DT within 5 business days indicating system acceptance, or with a detailed list of issues for review. Issues will be reviewed by the DT Customer Services Manager or DT Senior Management. DT will then respond in writing to each issue. Only actual “break fix”, misconfigurations, and error conditions will be addressed. Issues that require rework due to an incorrect specification or additional work will not be considered. IF the Department fails to respond to an acceptance request within 5 business days or the Department is using the network or systems in a production mode the system is considered automatically accepted and all issues are considered resolved.

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CITY AND COUNTY OF SAN FRANCISCO
Memorandum of Understanding

Department of Technology
7.0 Signatures

Department:

(Client Department Head or authorized signature)

Date

Department of Technology:

(Department Head or authorized signature)

Date

<ADDENDA>

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