HomeMy WebLinkAboutDS MOU Marin Information and Data Access System (MIDAS)Memorandum of Understanding
Between County of Marin and City of San Rafael
using Marin Information and data access system
This Memorandum of Understanding (MOU) is between the County of Marin (County) and City of San
Rafael (Customer) using the Marin Information and Data Access System (MIDAS) to access the shared
network.
RECITALS
Whereas, MIDAS connects the County and Customers by providing Internet access and
support for private, network -based shared applications, such as Marin Law Enforcement Data
System (MLEDS) and MarinMap.
Whereas, MIDAS services include managing, maintaining, and monitoring the MIDAS
Wide Area Network (WAN) connected through data centers at the Marin County Civic Center
and Emergency Operations Facility (EOF), fielding public and Customer inquiries, and supporting
the identification and development of network -based applications.
Whereas, the purpose of this MOU is to facilitate usage of MIDAS by establishing
operating provisions, service levels, and shared costs.
Whereas, a commitment to zero terminations during the term of this MOU extends the
benefit of fixed monthly charges for the County and Customers.
Whereas, Customers should work and coordinate with the County and other
participating Customers to increase collaboration, improve services, and minimize disruptions
of shared network services.
OPERATING PROVISIONS
1. EFFECTIVE DATE AND TERM
For convenience, this MOU shall become effective on the date of the County's signature
("Effective Date"). The MOU shall remain in effect until it is terminated in accordance with
Section 2.
2. TERMINATION
This MOU shall commence on the Effective Date and terminate on June 30, 2020 ("Initial MOU
Term"). This MOU shall automatically renew under the same terms and conditions for
successive periods of 12 months each after the Initial MOU Term. The County or Customer may
terminate the agreed upon MOU without cause no less than 60 days' prior to the renewal
expiration date. At the time of notice of termination, both parties shall agree upon a
termination of services process no later than the last business day of May of. the current MOU
Term.
Memorandum of Understanding
Between County of Marin and City of San Rafael
using Marin Information and data access system
3. AMENDMENT
This MOU may be amended only by the written agreement between the County and Customer.
4. SCOPE AND RESPONSIBILITIES
The Scope of Services to be provided are set forth in Exhibit "A" and incorporated fully herein.
Exhibit "A" also sets forth the responsibilities of both Parties.
5. COST OF SERVICES
The costs of services will be paid in accordance with Exhibit "B" page two.
6. CHANGES TO CONNECTED SITES
Customer may request onboarding of additional sites or increases in bandwidth for existing
sites during the term of this MOU. Additions shall be made under the same terms and
conditions and cost structure as existing sites. Customers may request disconnection of a
site(s) during the term of this MOU subject to provisions of Section 2 —the termination clause.
Site disconnections do not reduce Customer's monthly charges.
7. INDEMNIFICATION
The County shall indemnify, defend, protect, hold harmless, and release the Customer, its
officers, agents, and employees, from and against any and all claims, loss, proceedings,
damages, causes of action, liability, costs, or expense (including attorneys' fees and witness
costs) arising from or in connection with, or caused by any act, omission, or negligence of the
County or its agents, employees, contractors, subcontractors, or invitees. The Customer shall
indemnify, defend, protect, hold harmless, and release the County, its officers, agents, and
employees, from and against any and all claims, loss, proceedings, damages, causes of action,
liability, costs, or expense (including attorneys' fees and witness costs) arising from or in
connection with, or caused by any act, omission, or negligence of The Customer or its agents,
employees, contractors, subcontractors, or invitees.
This indemnification obligation shall not be limited in any way by any limitation on the amount
or type of damages or compensation payable to or for the indemnifying party under workers'
compensation acts, disability benefit acts, or other employee benefit acts. This indemnity
provision survives the MOU.
21 Page November 12, 2019
Memorandum of Understanding
Between County of Marin and City of San Rafael
using Marin Information and data access system
8. SEVERABILITY
If one or more clauses, sentences, paragraphs or provisions of this MOU shall be held to be
unlawful, invalid or unenforceable, it is hereby agreed by the County and Customer that the
remainder of the MOU shall not be affected thereby. Such clauses, sentences, paragraphs or
provisions shall be deemed reformed to be lawful, valid, and enforced to the maximum extent
possible.
9. MANAGEMENT
With supervision by County Information and Services Technology (IST) staff, MIDAS is primarily
managed by a private network integrator and IT consultancy (Contractor). Contractor shall
provide services according to the defined service levels as outlined in Exhibit "A" attached.
10. 24X7 SUPPORT FOR MARIN COUNTY SHERIFF AND MLEDS
Contractor's scope of services includes provision of 24 hour a day/seven (7) day a week wide
area network (WAN) support for the Marin County Sheriff and all Marin Law Enforcement Data
System (MLEDS) users that participate in sharing applications hosted by the Marin County
Sheriff as outlined in Exhibit "A" attached.
In Witness Whereof, the County and Customer execute this MOU as below.
City of San Rafael
By: Print Name: Jim Schutz
Title: City Manager Date: 2-7 -7 -d- 6
Cc
By
Print Name: Javier Trujillo
Title: Chief Assistant Director Date:
31 Page November 12, 2019
EXHIBIT A — SCOPE OF WORK
I. INTRODUCTION
The Marin Information and Data Access Systems (MIDAS) program connects Marin County
(County) to its municipal and non-profit business partners by providing Internet access and
support for private, network -based shared applications, such as Marin Law Enforcement Data
System (MLEDS) and MarinMap, for the County as well as the cities and towns of Marin, special
districts, and law enforcement agencies (Customers). MIDAS services include managing,
maintaining, and monitoring the MIDAS Wide Area Network (WAN) connected through the
Emergency Operations Facility (EOF) data center, fielding public and Customer inquiries, and
supporting the identification and development of network -based applications.
With supervision by County IST staff, MIDAS is primarily administered by MarinlT, a private
network integrator and IT consultancy. Contractor shall provide network maintenance and
management services, including the following.
1. Monitor equipment configurations and network use.
2. Modify and implement firewall context policies for endpoints using MIDAS
firewall services.
3. Configure and maintain remote user SSL VPN access.
4. Manage deployment of managed wireless for customers.
5. Maintain public DNS server/zone files.
Contractor shall notify Marin County IST Network Services Manager or designee prior to any
additions or modifications to MIDAS core equipment and security.
II. CONTRACT TERM
The term of the Contract is anticipated to be 12 months, beginning July 1, 2019 and ending June
30, 2020. The County or Contractor may, with at least 60 days advance notice, terminate the
contract without cause. Both parties shall agree upon a termination of services process and
time line.
III. NETWORK DESIGN
Contractor's role is to take the lead in design or design suggestions working with a MIDAS
Customer team consisting of personnel from Customer staff. For example, County of Marin IST,
San Rafael IT staff, Tiburon IT staff, Sausalito IT staff, to select project equipment and transport
vendors. In this role, Contractor shall perform the following services.
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1. Work and coordinate with all participating entities to ascertain business
requirements, set goals, and collaborate on all aspects of the work described
herein.
2. Notify Marin County IST Network Services Manager or designee for final design
review and written approval, prior to any additions or modifications to the
MIDAS network.
3. Identify and design for support of new network -based applications such as
WEB (SSL) based secure VPN access, hosted Microsoft Exchange, voice over IP,
wireless management, firewall management, and disaster recovery (DR).
4. Assist in developing specifications for network devices and connections to be
used in the support of future services which include voice, wireless, offsite
backup, and redundant Internet connections and assist with selection of new
equipment.
5. Define and identify equipment, software, and personnel resources necessary to
meet current network maintenance and support needs, as well as
accommodating growth associated with increased demand and new
applications.
6. Continue implementation of customer group and network management group
authentication services, including integration of RADIUS, LDAP and AD, for
authenticating wireless, VPN (remote access), and administrative users.
7. Manage DNS name space infrastructure, including planning for integration with
local government networks, to deliver uniform name resolution for all entities
operating over the MIDAS private network unless DNS name resolution
services are moved off MIDAS DNS server(s).
8. Design network security structure, firewall/traffic policies, and firewall context
(individual customer sub -set firewalls).
9. Work with the MIDAS Customers to assist with determining traffic patterns and
potential issues.
IV. DOCUMENTATION
Contractor shall perform the following documentation services.
1. Document management system passwords and access codes. Provide the list
of access codes to Marin County IST Network Services Manager or designee
within 14 calendar days of the beginning of the contract term and within 7
calendar days of changes.
2. Provide a daily Solarwinds report for MIDAS Internet routers, in a format
approved by the County, for the preceding 24-hour period. The report shall be
delivered via email to the County IST Network Services Manager or designee.
3. Provide a written quarterly network health report via email to the County IST
Network Services Manager or designee, within 14 calendar days of the end of
the reporting period, for the preceding quarter.
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4. Maintain and provide the following documentation for the MIDAS network to
Marin County IST Network Services Manager or designee within 14 calendar
days of the beginning of the contract term and within 7 calendar days of
changes.
a. High level network diagram including all MIDAS hardware in the EOF and
Civic Center Data Centers.
b. The AT&T, and/or current telecommunications provider, VLAN list.
c. CIDR / IP address spreadsheets that reflects all IP addresses in use by
MIDAS Customers. Marin County shall maintain the master CIDR / IP
address list.
d. A comprehensive MIDAS network equipment inventory.
V. INSTALLATION, MAINTENANCE, AND MANAGEMENT
A. CORE DATA CENTER SERVICES
Contractor shall build, test, and manage all services necessary to implement and deliver
network services to MIDAS Customers. Services include the following.
1. Install new core equipment including switches, routers, VPN concentrators,
security equipment, and wireless controllers.
2. Maintain and manage core equipment supporting MIDAS network services.
3. Implement and manage network core service authentication.
4. Assist collocation Customers with connecting their equipment to the MIDAS
core and associated core configuration (s).
5. Notify Marin County IST Network Services Manager or designee prior to any
additions or modifications to MIDAS core equipment or services.
B. REMOTE SITE (CUSTOMER) SUPPORT SERVICES
Contractor shall implement connections to Customers' sites and integrate Quality
Assurance/Testing Phase procedures in the course of the initial connection. Services include
the following.
1. Build standard configuration for all remote sites.
2. Test standard configuration and verify correct bandwidth and speeds are being
delivered across the network from any telecommunications service provider to
Customer premises.
3. Work with Customers to connect their Local Area Network (LAN) to the MIDAS
network. Contractor's responsibility ends at the MIDAS router LAN interface.
This service includes MIDAS equipment handoff to any Customer LAN
equipment. For example, handoff to MCSO equipment, BOS VBRICK, etc.
4. Configure and install all MIDAS supplied remote site equipment. Contractor is
not responsible for customer -owned equipment.
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5. Coordinate remote site equipment configuration with AT&T, or current
telecommunications service provider, and Customer IT staff, where applicable.
6. Coordinate remote site equipment installation with AT&T or current
telecommunications service provider.
7. Support miscellaneous MIDAS network related Customer issues.
8. Support network location adds and changes including equipment
reconfiguration and coordination with AT&T or current telecommunications
service provider.
C. SERVERS
Contractor shall perform the following services.
1. Manage server (hardware only) infrastructure supporting VPN management and
DNS services.
2. Perform routine system maintenance, including operating system (OS) patching,
critical and high security updates and patching, and planned system changes
within a maintenance window or schedule, agreed upon in advance and
provided in writing to the County.
3. Follow an industry standard backup plan for daily, weekly, and monthly backups.
Contractor shall use backups to restore data in the event of an outage or
incident.
4. Plan for additional services as required to support network -based enterprise
applications and assist with design and implementation of any new network
services.
5. Participate and work with Marin County IST to assess and project service
demands impact on network capacity, as well as Internet connections and
private/public network interface implications (firewall/VPN/SSL issues).
D. SECURITY
Contractor shall perform the following services.
1. Immediately notify County Security Team via email at
IST-Security@marincounty.or of any and all intrusions, security violations,
and/or incidents.
2. Forward copyright infringement and other security notifications to MIDAS
Customers, within one (1) calendar if critical; otherwise, within seven (7)
calendar days of receiving them.
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VI. NETWORK CUSTOMER SERVICE AND SUPPORT
A. GENERAL SERVICES
Contractor shall provide day-to-day MIDAS network service to Customers, including the
following.
1. Perform system changes in accordance with an agreed upon change
management and notification process as outlined in this Scope of Services.
2. Monitor and respond to MIDAS network outages and other network related
anomalies for all Customers as outlined in this Scope of Services.
3. Modify core and remote site WAN switch/router configuration.
4. Maintain a system to backup core equipment configurations and policies
(routers, switches, and firewalls) and follow an industry standard backup plan for
daily, weekly, and monthly backups.
5. Use backups to restore data in the event of an outage or incident.
6. Maintain and modify firewall policies as requested by Customers with security
contexts on the core firewalls.
7. Maintain network -based user authentication for remote access and wireless
services when using MIDAS network resources.
8. Maintain software on MIDAS DNS server equipment.
9. Monitor hardware and equipment health on MIDAS equipment.
10. Manage wireless connections to MIDAS network.
11. Maintain a system that automates Customer remote site equipment
configuration.
B. PROBLEM REPORTING/ RESOLUTION PROCEDURES
Contractor shall manage all MIDAS Help Desk services. Services include the following.
1. Maintain a separate telephone number, email address, and online access portal
for customers to report problems and communicate with the MIDAS Help Desk.
2. Log and maintain service request information including date/time problem is
reported and resolved, and problem description, resolution, and root cause.
3. Respond to service requests based upon the Customer's assignment of Severity
Level. If Contractor reasonably determines that the assigned level is incorrect,
Contractor may assign a different Severity Level, and shall notify the customer of
the change. The Severity Levels are defined below, along with the corresponding
Initial Response Time within which Contractor shall respond to the service
request and begin work on the issue.
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Severity
Initial Response
Level
Definition
Time and Channel
Critical
MIDAS service is inoperative, customer's
1 hour
Priority 1
business operations or productivity are
(phone)
severely impacted with no available
workaround, a critical security issue exists.
High
Service is operating but issue is causing
2 Hours
Priority 2
significant disruption of customer's
(phone or email)
business operations; workaround is
unavailable or inadequate.
Medium
Service is operating and issue's impact on
1 Business Day
Priority 3
the customer's business operations is
(phone or email)
moderate to low; a workaround or
alternative is available.
Standard
Issue is a minor inconvenience and does
1 Business Day
not impact business operations in any
(phone or email)
significant way; little or no time sensitivity.
4. Notify the County's IST Network Services Manager or designee within 1 calendar
day of all Critical and High priority service requests.
5. Develop and document an escalation process within 14 business days of the
beginning of this contract. Both Contractor and County will provide escalation
information.
6. Provide access to all MIDAS related support tickets when requested by County
IST for audit purposes.
VII. MIDAS INVOICING AND PAYMENTS
Contractor shall perform the following services.
1. Submit via email, monthly invoices within two (2) weeks after the close of the
month for the preceding month.
2. At Marin County's request, provide details of work performed for a specific
incident or issue that is included in a monthly invoice, within two (2) weeks of
the request.
3. Be entitled to additional compensation for the support of remote Customer site
LAN equipment according to support agreements or terms, mutually agreed
upon with the customer and in writing prior to services being provided.
4. Differentiate and invoice separately work performed in support of the MIDAS
network versus work performed under separate, mutually agreed upon written
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terms or support agreements at the request of the Customer, prior to
performing work.
5. Submit in writing to the County's IST Business Office, within 30 days of the
invoice date, any billing disputes or questions related to work being done for a
MIDAS Customer versus the MIDAS network.
6. Discuss and reach agreement with the County's IST Network Services Manager or
designee regarding any additional installation or setup fees applicable to
complex design or implementation services for the MIDAS network.
7. Invoice the County or Customers at the standard billing rate for any mutually
agreed upon reconfiguration or re-engineering of either the WAN or LAN portion
of the network to support real-time transport protocol (RTP) provided by a 3,d
p a rty.
IX. 24X7 SUPPORT FOR MARIN COUNTY SHERIFF AND MLEDS
A. DESCRIPTION OF SERVICES
The scope of services is to provide 24 hour a day/seven (7) day a week wide area network
(WAN) support for the Marin County Sheriff and all Marin Law Enforcement Data System
(MLEDS) users that currently participate in sharing applications hosted by the Marin County
Sheriff, as defined in Section IX.E. below. 24/7 support only applies to the agencies defined
in Section IX.E below and is determined by the agency, not the physical location.
Contractor is responsible for network connectivity from the MIDAS provided equipment at
the customer's location to the customer -owned equipment.
Contractor shall also manage the Marin County Sheriff's Internet DMZ connectivity. If a
network disruption is detected, Contractor shall report or respond to a report within the
same parameters as the SLA defined in section VI.B, and work closely with all involved
parties to immediately begin troubleshooting the issue and reach a solution in a timely
manner.
B. NETWORK SUPPORT
Contractor shall provide three (3) categories of network support.
1. Remote Sites — MLEDS members connected to the MIDAS network.
a. Maintain remote site routers including software upgrades and configuration
backup.
b. Maintain a stock of spare equipment in order to resolve issues relating to
hardware failure in a timely manner.
c. Monitor network connectivity from MIDAS supplied Customer Premise
Equipment to the network core.
d. Plan, coordinate, and implement system upgrades when necessary.
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2. Specific Application Support for Other Entities
a. Troubleshoot and correct issues relating to connectivity to "other" law
enforcement applications and connections including:
b. City of San Rafael Police Department Mobile CAD application for all approved
MLEDS agencies; and
c. Cogent — Livescan connectivity for:
i. Current law enforcement entities with Livescan terminals;
ii. Novato Unified School District; and
iii. Current MLEDS members.
3. Ongoing Maintenance
a. Perform day-to-day monitoring of connectivity from end users at MLEDS sites to
the County of Marin MLEDS firewall.
b. Monitor and respond to outages and other system related anomalies.
c. Monitor and respond to outages of core equipment.
d. Perform modifications to and backup of critical equipment configurations.
e. Monitor health of hardware and other equipment and notify Marin County
Sheriff and County's IST Network Services Manager or designee of potential
issues.
C. CONTRACTOR RESPONSIBILITIES
Contractor's technicians are expected to work with the Marin County Sheriff Technology
Services Unit and Marin County's IST Department in supporting the MIDAS network. If an
issue arises that is outside of this scope of services,'Contractor shall discuss any fee impact
with the designated Marin County Sheriff representative, and follow up in writing, prior to
proceeding with the work.
Contractor shall perform the following services.
1. Log and maintain service request information including date/time problem is
reported and resolved, and problem description, resolution, and root cause.
2. Provide a telephone number that is monitored 24 hours a day/seven (7) days a
week, to reach technicians in the event of system failure after hours and on
weekends.
3. Ensure that a Contractor technician returns the call as soon as possible, and no later
than specified SLA defined in section VI.B.
4. Immediately notify Marin County Sheriff and County's IST Network Services Manager
or designee to assist with resolution, when needed.
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5. Work with AT&T's, or current telecommunications provider's, Emergency Network
Operations Center to troubleshoot and resolve issues related to an outage of their
network.
D. MARIN COUNTY SHERIFF, IST, AND MLEDS MEMBERS RESPONSIBILITIES
Contractor's administrative access does not extend beyond the handoff to the
County of Marin MLEDS firewall or into endpoint upstream devices. Contractor has
no visibility into the County or endpoint network. In the event of after hour service
disruption, any combination of the following agencies' personnel shall be available
to troubleshoot:
■ Affected agency technical personal
• Marin County Sheriff Technology Services Unit
• County's IST Network Services Manager or designee
• Contractor may request non-technical assistance from on-site customer
personnel, such as checking power to equipment, prior to dispatch of
contractor technician.
2. All client and server software licenses associated with this Scope of Services shall be
obtained and managed by the end users, i.e. Marin County Sheriff, Marin County IST,
and participating MLEDS members.
3. The Marin County Sheriff and participating MLEDS members shall be responsible for
communicating needs and changes through the designated representative or
communication channels only.
4. The Marin County Sheriff and participating MLEDS members are responsible for
providing or supporting any client access devices, laptops, MDC, smart phones, etc.
E. MLEDS MEMBER AGENCIES
• Belvedere Police Department
• Marin County Sheriff's Office
• Mill Valley Police Department
• Novato Fire Department
■ Novato Police Department
Ross Police Department
• Sausalito Police Department
• Tiburon Police Department
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IN WITNESS WHEREOF, the parties hereto have executed this contract on this day
of June 2019.
CONTRACTOR:
MarinlT
County Counsel
COUNTY OF MARK
President, Board of Supervisors
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EXHIBIT B
FEES AND PAYMENT SCHEDULE
MarinlT (Contractor) Managed Service for 2019-2020:
SERVIeff"LL EWre
Contract Cost
• STANDARD SERVICES
$93,240
o Network Design
o Documentation
o Installation, Maintenance, and Management
o Customer Network Service & Support
$7,770 per month for 12 Months
($210 per non -county site'— 37 sites)
e 24x7 SUPPORT FOR MLEDS Members
$36,960
$3,080 per month for 12 months
($385 per site — 8 sites)
o NETWORK UPGRADES or MIDAS RELATED PROJECTS
$30,000
o At Marin County IST'S Request
o A separate and specific scope of work approved by
Marin County IST
o Time and Materials rate not to exceed $125 per
hour for a maximum of 240 hours
Total
$160,200
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EXHIBIT B - Continued
FEES AND PAYMENT SCHEDULE
MIDAS Service Network and Carrier cost 2019-2020:
• MIDAS Service Network Connection $1,015
o Managed network equipment and service providers
0 24x7 support for internet and public safety access
o Wireless management (Guest and internal networks)
o Managed Firewall services (Stateful security boundary)
o Remote Access VPN (AnyConnect SSL)
o Private dedicated access to Public Access Television
o Secure connection to DOJ and Public Safety
applications
o Service cost is per month per MIDAS connected site
• Carrier Circuit charge (e.g., AT&T, Comcast, WebPerception) $
o Cost determined on a case by case basis and MIDAS
customer election of individual circuit bandwidth.
o All charges for individual carrier services are directly
passed to the MIDAS customer with no price
markup.
o Circuit cost is per site per month
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