Final Draft (for Management Review)

Agreement to Provide Enterprise GISServices

This Agreement to Provide Services (Agreement) is entered into by and between the Information Technology Enterprise GIS Research and Development Administration group (Enterprise GIS Team) and the (department name)(Client). The services provided by the Enterprise GIS Team to the Client shall be performed by various departments within Information Technology(IT).

  1. Agreement Information:

a)Client–Contact Information / See “Contact Information List” on file in the Enterprise GIS Team’s office.
b)IT – Contact Information / See “Contact Information List” on file in the Client’s office.
c)Quality Assurance Review / Every six (6) months
d)Effective Date / MM, DD, YYYY
e)Begin Date of Term / MM, DD, YYYY
f)End Date of Term / See Term Information Below
g)Review of Services / Yearly in March
h)Notification of Changes in Services / On Demand
  1. Term:

a)This Agreement shall become effective MM, DD, YYYY and shall remain in effect until MM, DD, YYYYunless terminated earlier by written notice from the “Client” or by mutual written agreement of the parties. This agreement shall be renewed automatically on July 1 each year beginning MM, DD, YYYY, unless the ”Client” notifies the other in writing 90 days prior to its expiration of the party’s decision not to renew.

  1. Quality Assurance Review:

a)The review period frequency is stated in the Quality Assurance Review (see 1.c). The Director of the Enterprise GIS team will schedule a meeting with the Client Primary Contact person or designee.

  1. Review of Services:

a)A review of all services provided will be conducted in the timeframe specified in Review of Services (see 1.g).

  1. Services Provided:

a)Enterprise GIS Service

  1. Services Covered:

a)IT will host the application “ESRI ArcSDE” that will facilitate storing and managing spatial data in an Oracle Data Base Management system.

b)IT will host the application “Google Earth Enterprise Server” for making available to users GIS data of various spatial formats which has been converted by Google Earth Fusion into the Google Earth format.

c)IT will host the application “ESRI ArcGIS Server” for geographic information system (GIS) web applications.

d)IT may, as appropriate, host additional GIS applications that meet the needs of the clients and the University.

e)IT will, as applicable, host non-ArcSDE GIS data on centrally accessible computing resources. Authentication and authorization measures will be implemented in a manner appropriate to the method by which the Client needs to access this type of data.

f)HTTPS (SSL) and PID/password authentication will be used for web application security. Non- Virginia Tech (VT) users will be granted guest access through GAMS, the same mechanism used by other enterprise systems, on an individual basis as required.

g)IT will collaborate with enterprise GIS application users to specify database requirements and identify GIS development needs.

h)IT will provide second level technical support for issues relating to the use of the IT hosted GIS software.

i)IT will provide an Enterprise GIS team to manage the enterprise GIS applications.

  1. Support Structure:

a)IT will provide a secure and stable environment for the enterprise GIS data.

1)IT System Support department will provide system administration for the enterprise GIS system.

  1. Provide computing and disk storage resources.
  2. Maintain computing resources and operating system software; apply patches, hot fixes and service packs.
  3. Provide backup and recovery for hosted enterprise GIS data.
  4. Perform system monitoring functions (space, performance, system logs).
  5. Provide 24x7 support.

2)IT Data Base Management System (DBMS) group will provide Data Base Administration support for the enterprise GIS system.

  1. Oracle database support for the enterprise GIS data.
  2. Provide Production database monitoring 24x7.
  3. Provide backup and recovery of database components.
  4. Provide system level Data Base Administrator (DBA) support.
  5. Work with the Enterprise GIS Team to maintain the enterprise GIS application software; apply new releases and security patches.

3)IT Information Resource Management (IRM) group will provide security for the enterprise GIS system.

  1. Is available M-F, 8am – 5 pm
  2. Create Oracle Client accounts for the GIS data owners.
  3. Create and modify Oracle roles.
  4. Create new Oracle users and grant permissions.
  5. Maintain Oracle password change application for use by GIS Client users. If application should become unusable,the Client organization technical contact(s) (see 9.c).should contact the VTOC (see 7.6.a) to report the problem.
  6. De-provision Oracle users in the event of the termination of their relationship with the Client.
  7. Will make available “GIS Data Steward Authorization” form at for data custodian authorization (see 9.b.1).

4)The enterprise GIS system computing resources will be located in the IT Computing Facility, located in the Andrew Information System building at 1700 Pratt Drive, Blacksburg, Virginia, which provides a stable physical environment that is equipped with environmental controls, uninterruptible power supplies, and physical security systems.

5)The enterprise GIS applications will be managed by the Information Technology Enterprise GIS Research and Development Administration group. This IT organization:

  1. Will have oversight of the administration of the server-side enterprise GIS application software.
  2. Will provide enterprise GIS application development and administration supportas applicable.
  3. Will bethe designated interface to IT enterprise GIS system for general inquiries, and application support issues Monday-Friday 8am-5pm see (1.b for contact information).
  4. Will function as the security liaison with the Client, identifying security needs and coordinating with appropriate IT departments to implement them.
  5. Will provide documentation to VTOC, accessible to Clients, in the form of Knowledge Base articles and will maintain a website as an information resource for the Client.
  6. As appropriate will provide training to the Client in the use of the server-side enterprise GIS software and its integration into their Client-side mapping software and workflows.
  7. Will resolve GIS application issues escalated from the Client organization technical contact(s) (see 9.c) or referred by Virginia Tech Operations Center (VTOC).
  8. Will keep other departments within IT informed of the resource requirements of the enterprise GIS and the evolving needs of the system.
  9. Will provide 24x7 support, as appropriate.

6)The IT VirginiaTechOperationsCenter (VTOC):

  1. Is available 24x7 (typically not available 12 AM – 12 AM on Thanksgiving and Christmas days) by calling 231-4357.
  2. Will monitor the enterprise GIS systems via Big Brother.
  3. In the event of an outage, VTOC will enter a Remedy ticket and work with appropriate IT organization group(s) until a resolution is reached and remain in contact with Client.
  4. Will have the ability to reset Oracle user passwords.
  1. Services Excluded:

a)Any service not otherwise identified in this agreement.

  1. Client will be responsible for the following:

a)The Client will own their respective GIS data and must authorize individuals be granted or denied access.

b)The Clientmust register a GIS data steward(s) with the IRM group

1)The “GIS Data Steward Authorization” form (see 7.a.3.g)must be filled out by Client and signed by department head authorizing a GIS data steward to make GIS request to IRM.

2)Will be responsible for approving and requesting all access to the Client’s GIS data by sending email to .

3)Will be required to provide to the IRM group user setup information and any additional information needed for accessby sending email to .

c)The Client must register Client technical contact person(s) with the Information Technology Enterprise GIS Research and Development Administration group.

d)The Client must install required GIS Client software on Client machines.

e)The Client will provide project management documentation in accordance with the Restructuring Act and will maintain an up to date project plan. The project plan will be maintained utilizing the web based tools provided by Information Technology, Enterprise GIS unit.

f)The Client must provide first level GIS technical support to their organization. In the event the Client determines (after reviewing the Content and Knowledge database) the problems must be resolved by IT, the Client technical contact person must contact the Information Technology Enterprise GIS Research and Development Administration group (see 1.b) Monday-Friday, 8am -5 pm, Or, the Virginia Tech Operations Center at (540) 231-HELP if the problem occurs outside normal business hours, The Client technician contact person must remain available to work with the Virginia Tech Operations Center during the resolution of the problem.

g)The Client mustnotify their users of planned or unplanned outages.

h)The Clientand/or users must manage their own Oracle password.

i)The Clientwill be responsible for user software.

j)The Client will be responsible for changing passwords and requesting that IRM de-provision accounts for users that change departments or leave the University.

  1. Planned Outages:

a)Planned outage for the enterprise GIS system will be conducted during established maintenance windows (typically Monday – Saturday, 3AM – 7AM), Sunday, 3AM-3PM).

b)The Primary Contact and/or designee will be notified via E-mail in advance of any planned outages.

  1. Unplanned Outages

a)Unplanned outage will be announced by the VirginiaTechOperationsCenter and an estimated time to resolve.

IN WITNESS WHEROF, the parties have executed this Agreement:

Client / VIRGINIA POLYTECHNIC INSTITUTE AND STATEUNIVERSITY
By______/ By______
Brenda Van Gelder
Program Director, eCorridors
Date: ______/ Date: ______
By______
Judy Lilly
Associate Vice President Advanced
Network Infrastructure And Services
Date: ______

IT-GIS-xxxPage 1 of 610/29/2018