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Overview
ECS Platform Administration works with a secure and scalable cloud infrastructure, guaranteed application security and regulatory compliance.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Reliability
Guaranteed continuity of service with SLAs, essential server and hardware monitoring 24/7/365 by the Hyland Cloud Services team
Quality Support
In-house and vendor support with Service Desk SLAs
Vendor Benefits
Vendor contract with unlimited storage, scalable infrastructure, premium training, unlimited products and modules, new technology partnerships
Service Description
Continuous maintenance and support of the OnBase and Perceptive platforms, with a focus on security and compliance
ECS Platform Administration Services include:
Authentication administration - management of authentication methods, password policies and integration with Ping 2FA and VDS
Audit and vendor assessment administration - periodic and ad hoc reviews to ensure adherence to rules and regulations
Application security risk and compliance - PII/PHI, HIPAA/BAA, NIST, SOC2, vulnerability scans, CISO evaluation, internal security audit reports, disaster recovery
Subscription services (licenses) management - solution-based annual licenses for SaaS solutions
Support services for incidents - internal application support (incidents/break fix) plus 24x7x365 vendor support
Upgrades & release management - continuous platform improvements, patches, system upgrades to address security concerns and add features and functionality
Vendor relationship management - working with the vendor related to hosting/cloud support, installations, partnerships, demos, and other support
Related Services
Customers can mix and match capabilities to meet business needs - capabilities are not individually priced. See service costs for more information.
ECS platforms integrate with Docusign, Salesforce, Google, MuleSoft, SAP, ESRI, MS Office Suite, CI Payment Processing, and virtually any third party system.
ECS works with Integrated Document Solutions to deliver batch scanning capabilities.
Customer Responsibilities
Solutions can be deployed at the following Colorado executive departments, agencies and divisions:
Department of Agriculture
Department of Corrections
Department of Early Childhood
Department of Health Care Policy & Financing
Department of Human Services
Department of Labor and Employment
Department of Law
Department of Local Affairs
Department of Military and Veterans Affairs
Department of Natural Resources
Department of Personnel & Administration
Department of Public Health & Environment
Department of Public Safety
Department of Regulatory Agencies
Department of Revenue
Department of Transportation
History Colorado
Office of the Governor
The master contract may potentially be modified to include others agencies not listed.
Service Notes
For additional information, visit the ECS website.
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
After hours service support may be required to meet communicated milestone dates or for technical guidance during the post go-live period.
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Search the Real-time Billing rate sheet for the latest rates for financial code: 2905-2
View detail on current utilization here: OIT Common Policy Real-time Billing website
Rates for this service are:
A service engagement will utilize 2905-2 (ECS Lead Engineer/Developer) when OIT ECS performs the work.
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