Statement of Work Template - Hawaii
<PARTNER> 6 OF 11 HIC _
24 X 7 TECH SU PP ORT
HIC servers systems are constantly monitored for seamless operation 24x7x365 days a year using NAGIOS
network monitoring software. The software checks the status of HTTP, SSL and FTP services every three
minutes. If there is an issue, the software automatically sends an e-mail to the Systems Administrator’s and
Director of Development’s (DOD) cellular telephone. The Systems Administrator and/or Director of
Development then respond as appropriate to the problem. There are numerous additional monitoring scripts
that are also programmed to e-mail the HIC DOD if the file transfer operations are not handled in the proper
If HIC cannot solve the problem within six hours (on business days or 12 hours on holidays), the HIC
Director of Development will notify the HIC General Manager. If the site is unavailable a message will be
posted by HIC to web users that the site is temporarily down.
If a Priority A issue arises that is not covered under the aforementioned explanation, the HIC support team is
available 24 hours a day at 808-695-4627.
DE SIG N M ODI FI C ATI O NS AND E NHA NC E ME NTS
At the <Partner>’s request, HIC will consider developing modifications or additions that materially change
the site design, utility, efficiency, functional capability, or navigability of the site (“Enhancements’) at such
charge and on such schedule as the parties may mutually agree in writing. Such modifications or additions
will be undertaken on a project basis.
RE SP O NSIB ILI T I ES O F T HE < Par tner >
<Partner> will designate a Project Manager with responsibility and authority for review and approval of
deliverables under this SOW.
In order to accomplish the tasks outlined in this SOW and provide the deliverables in accordance with the
project plan and timeline, HIC will require the following from <Partner> by the agreed upon dates. If
<Partner> does not provide any of these items by the required date, delivery dates for HIC deliverables will
be revised accordingly. HIC will not be held responsible for delays in the timetable due to unavailability of
data or resources from <Partner>.
<Partner> will provide timely authorization for the project and for each approval required during the
<Partner> will provide timely feedback on all designs and functionality prior to the choice of the
final design when applicable.
<Partner> agrees to designate content-knowledgeable reviewer(s) to review each deliverable prior to
acceptance to ensure that acceptance represents an informed commitment by the <Partner>.
<Partner> will provide content information to be presented on the website.
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