February 14, 2007
Version 1.3.1
TABLE OF CONTENTS
1.0 INTRODUCTION
1
2.0 THE RCIT ADVANTAGE
2
3.0 RCIT SERVICES
4
COMMUNICATIONS NETWORK OPERATIONS ......................................................5
ENGINEERING SERVICES ........................................................................................9
MICROWAVE TRANSMISSION SERVICES ............................................................13
RADIO SITE OPERATIONS .....................................................................................15
RADIO COMMUNICATIONS SERVICES .................................................................17
VEHICLE INSTALLATIONS ....................................................................................20
TELEPHONE SERVICES .........................................................................................21
APPLICATION DEVELOPMENT HOSTING SERVICE...........................................26
APPLICATION DEVELOPMENT SERVICES ..........................................................27
MANAGED DATA STORAGE SERVICES ...............................................................34
SYSTEMS ENGINEERING SERVICES ....................................................................37
SERVER OPERATIONS SERVICES .........................................................................40
MESSAGING SERVICES ..........................................................................................44
SYSTEMS INFRASTRUCTURE SERVICES (DATA CENTER) ..............................48
SYSTEMS INFRASTRUCTURE LAB SERVICES ...................................................49
OPERATIONS SUPPORT SERVICES ......................................................................50
DESKTOP COMPUTING SERVICES .......................................................................54
INFORMATION SECURITY .....................................................................................57
PROJECT MANAGEMENT SERVICES ...................................................................60
Version 1.3.1
4.0 GLOSSARY.........................................................................................................62
5.0 CUSTOMER SERVICE MANAGERS .................................................................65
6.0 RCIT RATE QUICK CROSS REFERENCE ........................................................67
NOTE: BY HOLDING THE “CRTL” KEY AND CLICKING ANYWHERE ON THE SERVICE
LINE ITEMS WILL TAKE YOU DIRECTLY TO THE PAGE WITHIN THE CATALOG
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1.0 INTRODUCTION
This document is a Catalog describing a broad range of services available through
Riverside County Information Technology (RCIT). It is designed as a clear and quick
reference for basic, enhanced, and additional services.
The Catalog contains the following sections:
2.0 The RCIT Advantage – there is more to competitiveness than low cost. Through
County Executive Office mandate, some services must only be acquired through
RCIT making us more a utility than a competing business. Through its partnership
with the Executive Technology Committee, RCIT is fully committed to constantly
reviewing rates to increase cost and service efficiency. RCIT compiled a list of
compelling reasons why using our services offers benefits and advantages over
private industry.
3.0 RCIT Services – service areas are broad. They include all aspects of
telecommunication, application development, desktop services, computer hosting
services, security administration, and project management. Each service offering is
presented using a common template to define and describe the service, identify
standard features, key service deliverables, service availability, and pricing method.
4.0 Glossary of Terms – to facilitate a clear understanding of what goes behind
service, the glossary defines terms used to describe the service and the unit of
service used to compute rates.
5.0 Customer Service Manager Contact – each customer has been assigned to a
Customer Service Manager whose sole responsibility is to act as a customer
advocate, a service ambassador, and a liaison officer for new business opportunities
with RCIT or other departments.
6.0 RCIT Rate Quick Reference Guide – the official Board of Supervisors approved
rates are added as an appendix to describe the service, its definition, the rate, its
unit of rate charge, and a specific location within this Catalog for RCIT Services.
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2.0 THE RCIT ADVANTAGE
RCIT provides service at the enterprise and department level. Through a recent
comprehensive overhaul of our lines of business, we offer rates that reflect the true
cost of service to our customers.
Our goal is to be competitive with private industry. In comparing our rates to
competition in the private industry, the RCIT rates – whether higher or lower than
private industry – is not a true indicator of competitiveness since the service offerings
of RCIT may differ from competitive alternatives.
When comparing RCIT costs and services to private industry, our customers can use the
key deliverables for each service to help unravel the complications of competitive
pricing.
RCIT leadership performs annual comparisons to private industry to determine how we
compare. Such comparisons assist in gauging RCIT effectiveness and efficiency while
giving our customers confidence with the advantages to using RCIT services:
The Right Solution at the Right Time – we are interested in your challenges, problems and
opportunities and are committed to finding or customizing solutions to meet your current and
future needs.
Comprehensive Technological Expertise – we have a large staff with varied backgrounds and
specialties, strong vendor relationships, and we maintain a high level of investment in our
human capital through continual training.
State of the Art Equipment – we maintain the latest hardware and software to meet the needs
of our customers and we continually look for new technology which can perform these
functions better, faster, less expensively, and more reliably.
Secure Systems – we partner with a team of security specialists whose role is to ensure the
integrity of our county-wide systems. We provide secure systems and applications, and we
protect your data and systems from unauthorized access.
Streamlining Costs – with a rate structure that depicts the true cost of service to our
customers, we have the wherewithal to quickly compare RCIT service and product rates to
those in the industry, and identify gaps to initiate measures to reduce cost and enhance
service.
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The RCIT Advantage
Strong Effective Leadership – we have proven leadership skills to balance bottom line
tactical activities with strategic thinking. We place high value in collaborative relationships
and customer partnerships. And our commitment to customer satisfaction and loyalty has
been demonstrated through our Customer Service Division.
Effective Project Management – we use proven automated monitoring techniques to ensure
RCIT commitments are honored and projects are completed on time and within budget.
Total Capability – Responsiveness – Cost Effectiveness
Technology – Service – Value
Complete, Responsive and Worry-Free Support
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3.0
RCIT SERVICES
The Catalog describes the different services provided to County of Riverside
departments, agencies, and other organizations. It is designed for our Customers to
easily review service offerings to understand what they are, what are standard and
additional features, and key deliverables for each offering.
The following information is described for each service:
Service Name – a simple description, the same name the customer would use
Service Description - a summary overview of what the service provides or does for
the customer
Standard and/or Additional Features - a bulleted list describing the main features
provided to the customer as part of this IT service. To readily identify services,
key deliverables, and subsets of key deliverable, the following bullet formats were
used:
 A checked box indicates the service is directly tied to a Board of Supervisors
approved rate
A colored bullet identifies key deliverables for the services identified under the
checked box (see previous)

A square bullet identifies a subset of a key deliverable
Key Deliverables – a list of itemized services provided with the standard or
additional feature if the service, itself, is not self-explanatory. Key deliverables or
typical services outlines the RCIT commitment for service and constitutes service
deliverables that went into rate calculation.
Service Availability – includes standard business operational hours and the hours of
availability
Pricing Method - describes how customers will be charged for the service and what
fees will appear on the monthly bill of RCIT services. Also identifies directly billed
items that do not appear on a monthly service invoice.
Notes – where applicable, this section contains any additional information that
should be considered when purchasing this service. Additional clarifications or
exceptions such as what items are not included are identified here.
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COMMUNICATIONS NETWORK OPERATIONS
Service Description
Monitor and maintain the County’ s wide area network (WAN) for computer-tocomputer data transmission, and Internet and Intranet access among 370 network
nodes. Provide a secured WAN that is certified by CyberTrust, a security
assessment firm that certifies the security of financial institutions. Monitor all
County nodes to assure continuous performance.
Standard Services Included as Base Service
Network Operations
 CORNET access and support
 Network technologist – technician for repairs, installs, etc.
 Network technologist - after hours
 Network Center Connectivity Circuit-10MB
 Network Center Connectivity Circuit-100MB
 Network Center Connectivity Circuit-1GB
 DMZ-Circuit T-1
 TCIP/LUNS Connectivity for MF-Circuit-T1
 Network Monitoring
Provide the connection between one location and another
7X24 support and availability
Set-up access – Configure and install equipment to provide access to the internet
Monitor transport and continuous access of the vendor provided circuits
Provide intrusion detection for CORNET
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Communications Network Operations
Capacity planning for optimal performance
Manage the access control layers
Liaison to telecommunications vendors (Verizon, AT&T, SBC)
Network Design
Certified – secured WAN at the same level as financial institutions and insurance
corporations
Secured remote access and remote locations via VPN (virtual private networking)
Review and coordination of the DMZ for CORNET – in and out of CORNET
Troubleshoot and diagnose customer LAN issues
Network/Telecommunication Transmission
Monitor and maintain circuit connectivity between County facilities and public telephone
companies. Specialized network tools monitors circuit activity and alerts in the event of
failure.
 Circuit – 100MB (Fiber)
 Circuit – 10MB (Fiber)
 Circuit – 1GB (Fiber)
 Circuit – ADN: County wire circuit based on 56K speed
Monitor circuit connectivity
Liaison between customer and telephone company
Maintain electronic equipment for monitoring circuits
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Communications Network Operations
Mainframe Connectivity to CA DMV and State Applications
Maintain and monitor the “ Logical Unit Network System” (LUNS) dedicated to a
specified department through an Internet Protocol (IP) address. The circuit
connects County computer systems to State applications.
 TCIP/LUNS Connectivity for MF-Circuit
Monitor circuit connectivity
Liaison between customer and telephone company
Maintain electronic equipment for monitoring
Network RAS/VPN Operations
Allows remote connectivity from anywhere outside the County’ s network to applications
within the County network through the wide area network via dial-up or a Virtual Private
Network (VPN).
 RAS/VPN Account
Remote access account to allow log-in from remote computers
Infrastructure to permit access
Monitoring to ensure the quality of the connection
Maintain user accounts and accessibility
Manages access groups for system security by department location
Maintain Ericsson telephone lines for consistent connectivity
Data Network Services
 Network coordinator - Hourly costs for support personnel to facilitate requests
for adds, moves and changes to data network.
Service Availability
Standard business operational hours are 7:00 a.m. to 5:00 p.m. on County
business days
Overtime or after-hours service is available at a premium rate
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Communications Network Operations
Pricing Method
Unit of Charge: Services are charged by the hour or account depending upon
service selected After-hours service billed at a premium rate
Billing Frequency: Monthly
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ENGINEERING SERVICES
Service Description
Communications – Engineering Services provides all aspects of telecommunications
design for the data, voice, radio, and microwave networks encompassing general
contracting for County telecommunications infrastructure and network solutions,
project management, enterprise network (s) analysis and contract administration.
Standard Services Included with Base Service

Communications Engineering

Communications Engineering – after-hours
Service offerings noted below are provided by a staff of professional engineers
with extensive experience in designing and implementing enterprise networks,
complex infrastructure designs and cost effective solutions for customers. Staff
hold professional designations or are certified in their areas of expertise, and all
have a strong commitment to maintain their professional edge.

Telecommunications Design and Engineering / Project Management

Strategic Planning for Enterprise Networks

Requests for Proposals

Contract Administration
Services Offerings
Telecommunications Design and Engineering / Project Management – acts as general
contractor for departments to manage projects specifically for the installation of
telecommunication equipment such as telephone systems, data networks, conventional
radio systems, and copper and fiber wiring infrastructure. Services include coordinating
sub-contractors and interfacing with technical trade professionals to ensure design
specifications are met.
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Engineering Services
Engineering services include:

Manages telecommunications infrastructure and network installation projects including
budget development and project management

Provides design engineering for telecommunication infrastructure, including electrical,
air conditioning, grounding, data racks, cable trays and telecommunication room (TR)
build outs

Coordinate, plan, design, and implement outside plant infrastructure to include copper,
fiber, and wireless solutions

Coordination of all subcontractors (wiring, check communications) and trade
professionals

Coordinating all regulatory compliance certificates

Prepares and oversees procurements

Ensuring quality control and applicable code compliance

Defines security requirements and obtains / coordinates approvals for compliance

Provides Radio Frequency (R/F) management and license renewals by preparing
applications, coordinating forms with specific government regulations, and submitting
license requests to the Federal Government
Strategic Planning for Enterprise Networks – coordinates with County departments to
define future telecommunication requirements and strategically position the County to
prepare for advances in technology and new service offerings. Includes analysis of
historical and demographic data for capacity and trend analysis; upon request, prepares
reports on current and future needs to plan expansion and develop budgetary cost
estimates. Typical strategic planning projects include:

Capacity planning, trend and life cycle analysis

Development of migration strategies to integrate technological advances and service
offerings into existing enterprise networks

Planning for industry and County standards adherence

Works with other County departments to evaluate new commercial and public housing
sub-division development studies to ensure Public Safety Radio System coverage
requirements are met

Coordinates planning activities with the Facilities Management Department for the
placement of cellular towers within the County of Riverside to mitigate Radio
Frequency (R/F) interference to the Public Safety Radio System
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Engineering Services
Requests for Proposals – prepares County enterprise networks, equipment or services
requests for proposals (RFP) quotes, (RFQ) or inquiries (RFI), statements of work,
specifications, and all technical bid requirements pursuant to code compliance and licensing.
Evaluates vendor responses, prepares recommendations, coordinates the preparation of
Form 11 documents and enclosures, and coordinates the presentation of data to the Board
of Supervisors for award. Typical enterprise RFP projects include:

Telecommunications services

Infrastructure telecommunication wiring (copper / fiber)

Propane and generator maintenance

Radio and microwave engineering services

Transmission tower safety evaluations and assessments

Equipment maintenance (general)
Contract Administration – monitors awarded enterprise telecommunications contracts to
third party providers. Includes compliance, commitments, tracking with project
timeliness, deliverables accountability, contract payment accounting, and general quality
of contractor work.
Service Availability
Standard business operational hours are 7:00 a.m. to 5:00 p.m. on County
business days
Overtime or after-hours service is available at a premium rate to implement
and/or maintain communication networks and infrastructure of countywide
communications facilities
Pricing Method
Unit of Charge: Engineering services performed at an hourly rate. After-hours
service billed at a premium rate
Billing Frequency: Monthly, quarterly
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Engineering Services
Notes
Design and Engineering credentials held by RCIT engineering staff:

FCC - Federal Communications Commission
 General Radio/Telephone Operator License
 Amateur Radio License

National Radio Examiners
 Chief Examiner, Commercial Radio Service

PCIA – Personal Communications Industry Association

Certified Communications Technician

ETA – Electronic Technicians Association, Int’ l., Inc.
 Communication Technology Technician

Grounding and Electrical Protection Certification

AutoCAD

BICSI – Building Industry Consulting Service International

RCDD® – Registered Communications Distribution Designer

RCDD®/Network Transport Systems (NTS) Specialist

RCDD®/Outside Plant (OSP) Specialist
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MICROWAVE TRANSMISSION SERVICES
Service Description
The County of Riverside owns and maintains one of the largest privately held
microwave networks in the United States. Consisting of seventeen sites spanning
the County’ s 7,200 square miles, the network provides the County a highly reliable
backbone service for the telephone, data and mission critical radio systems.
Depending upon point to point address locations, utilization of this network may
bypass the need to interface with private telephone companies resulting in faster
service response; fewer parties involved in diagnostic services and fewer potential
points of service failure.
Service offerings include multiple types of voice and data grade circuits including
analog, 56K and T-1.
Standard Services Included with Base Service
 Microwave Technologist – specialized field work as needed by customers
 Microwave Technologist After-Hours – on call technical support for nonmission critical services outside standard business hours
Typical services include:
Continuous monitoring for network stability
7X24 network support for all mission critical services
Single point of service responsibility
Troubleshoot and repair all reported outages associated with the microwave network
Ensure all OSHA safety requirements are met
Perform daily network and system health checks
Monitor transmission history, clocking and synchronization, and modify as needed
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Microwave Transmission Services
Standard Products Offered with Microwave Transmission Service
 Microwave Transmission – 56K: service charge for a 56K connection, pricing
dependant on circuit miles on the network
 Microwave Transmission – Analog: service charge for an analog line
connection, pricing dependant on circuit miles on the network
 Microwave Transmission – T-1: service charge for a T-1 connection, pricing,
dependant on circuit miles on the network
 Point to Point Wireless Connection – monthly charge per connection for
wireless WAN or LAN.
Service Availability
Standard business operational hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service or any installation service performed outside of standard
business operational hours is available at a premium rate
Pricing Method
Unit of Charge: Microwave Technologist Services are billed on an hourly basis
Unit of Charge: Microwave transmission costs are based on the type of circuit
used (56K, Analog, T-1) and is charged by the mile
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RADIO SITE OPERATIONS
Service Description
For County departments, other Public Safety providers, public works and public
utilities, site space at the County’ s microwave site locations is available for lease.
These sites provide a secure, environmentally controlled space for customer
equipment.
Standard Services Included with Base Service
Continuous inspection of site structures and infrastructure to assure structural
integrity
Compliance with all OSHA, FAA and FCC regulations
Site maintenance to mitigate service outages
Emergency power back-up for temporary service interruptions
7X24 service response for site environmental or infrastructure failures
Services and Products Offered with Radio Site Operations Service
 Lease agreement: a monthly charge for leasing space at one of the County’ s
transmission sites based upon a negotiated agreement
 Rack Space: a monthly charge for utilization of one rack space to house
electronic equipment
 Rack Mounted Unit (RMU): a monthly charge for utilization of ¼ rack space to
house electronic equipment
Service Availability
Standard business operational hours are 7:00 a.m. to 5:00 p.m. on County
business days
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Radio Site Operations
Pricing Method
Unit of Charge: Billed on monthly basis per agreement and/or rack space
required by customer
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RADIO COMMUNICATIONS SERVICES
Service Description
Provide complete service to install, enhance, repair, upgrade, and maintain all
conventional and trunked radio systems used by various County departments.
Service offerings include handheld two way radios (HT), mobile and base radios.
Service is performed by a staff of technicians with an average of fifteen years of
professional experience in radio communications. Service technicians have
extensive experience with site and vehicle installations, repair and customer
training, a thorough knowledge of OSHA safety requirements, radio frequency
monitoring and security, site security and management.
Standard Services Included with Base Service
 Radio Technologist – performs all activities listed below
 Radio Technologist After-Hours – on call technical support for non-mission
critical services outside standard business hours
 Radio Training – organized, structured end-user training on radio system and
subscriber equipment use
Typical service includes:
Troubleshoot and repair all reported outages associated with the Public Safety Radio
System and other critical radio networks
Diagnosis and repair HT, mobile and base radios, mobile data equipment, and other
miscellaneous radio equipment
Develop and maintain Radio site installations and standards
Maintain Radio infrastructure including emergency backup power, site maintenance
and system integrity
Ensure all OSHA safety requirements are met
Provide 7x24 continuous system availability
Perform daily network and system health checks
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Radio Communications Services
Provide end-user post cut support, as requested
Monitor traffic and performance on the Radio Network and adjust the system as
required to meet customer’ s requirements
Monitor transmission history, clocking and synchronization, and modify as needed
Monitor safety back-ups of all mission critical systems
Provide site management of all County leased and owned radio/microwave sites
Services and Products Offered with Radio Communication Service
 Device - Base Station Maintenance: Maintenance charge for a base radio unit
 Device – HT: Maintenance charge for a portable radio
 Device – MDC: Maintenance charge for a Mobile Data Computer used in public
safety vehicles
 Device – MDT: Maintenance charge for Mobile Data Terminal used in public
safety vehicles
 Device - Mobile Radio: Maintenance charge for a mobile radio
 Device – Radio Console: Maintenance charge for a 9-1-1 dispatch console
 Feature – Additional Cell: Access charge for each additional cell used by an
individual radio
 Feature – Additional Talk Group: Access charge for each talk group used by an
individual radio
 Feature – Emergency Button: Access charge for the emergency button used by
an individual radio in association with Law Enforcement
 Feature – First Talk Group: Access charge for using a single talk group for an
individual radio
 Feature – Individual Call: Access charge for secure radio-to-radio
communications
 Feature – Public Safety Priority: Access charge for public safety priority
feature used by an individual radio in association with Law Enforcement
 System – Conventional: Maintenance charge for each conventional radio
system
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Radio Communications Services
 System – Jail: Maintenance charge for each Correctional Facility conventional
radio system
Service Availability
Standard business operational hours are 7:00 a.m. to 5 p.m. on County business
days
Overtime or after-hours service is available at a premium rate to implement,
install and/or maintain non-mission critical communication equipment
Pricing Method
Unit of Charge: Radio Technologist and training are billed on an hourly basis
Unit of Charge: Features and Devices are billed monthly
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VEHICLE INSTALLATIONS
Service Description
Complete installation and removal services for all communication equipment
associated with the 800 MHz Public Safety Radio System, conventional radio
systems and the Sheriff’ s Patrol packages used in automotive vehicles.
Standard Services Included with Base Service
 Auto Install Technologist – complete installation and removal services as
needed by customers
 Auto Install Technologist – after hours
Typical services applicable to both rates include:
Radio and communication equipment installations for County vehicles, motorcycles,
and command posts
Custom fabrication of brackets and hardware to accommodate special installation
needs
Installation of non-electronic equipment such as gun racks, push bumpers, or security
screens
Drive in repair service for any installed item
Service Availability
Standard business operational hours are 7:00 a.m. to 5 p.m. on County business
days
After-hours service or any service performed outside of standard business
operational hours is available at a premium rate
Pricing Method
Unit of Charge: installations are performed and billed on a time and materials
basis. Billing frequency is monthly
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TELEPHONE SERVICES
Service Description
Telephone Services consists of telephone and voice communication between and among
departments and to private carriers for communications with the public.
Basic service can be augmented by optional services to meet the specific needs of our
customers.
Standard Products Included as Base Service
 Silver Service – Instrument models include

D201 – Black single line phone 200 series without display

D202 – Black full duplex speaker phone 200 series w/2 line display

D211 – Black single line phone 200 series no display

D501 – Beige single line phone 500 series, no display

D531 – Beige one-way speaker phone 500 series w/2 line display

D601 – Beige single line phone 600 series, no display

D631 – Beige one-way speaker phone 600 series, with 3-line display

7208 – Norstar single line display, eight programmable memory buttons
w/indicators
 Gold Service – Instrument models include

D212 – Black multi-line 200 series 10 programmable memory buttons
w/display

D561 – Beige full duplex speaker phone 500 series w/2 line display

D661 - Beige full duplex speaker phone 600 series w/3 line display

D4223– Ash colored three-line display w/speaker, 10 memory buttons and missed call
scroll
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Telephone Services

7310 – Norstar phone w/2 line display, 16 buttons w/indicators and 12 memory
programmable buttons without display
 Gold Service Option 1 – Key side panel that acts as an extension of the
telephone set
 Gold Service Option 2 – Double Key side panel that acts as an extension of the
telephone set
 Gold Service Options 3 (3 side panels) and 4 (4 side panels) are also available.
 Platinum Service – Instrument models include

D213 – Black multi-line 200 series, 20 programmable memory buttons w/display

D203 – Black 200 series and 17 programmable memory buttons

D562 – Beige 500 series and 42 memory buttons

D662 – Beige 600 series w/2 panels and 42 memory buttons

7324 – Norstar multi-line 24 memory button w/48 button cap module, side panel and
displays
 Platinum Service Option 1 – Single Key side panel that acts as an extension of
the telephone set -- (D203 Black 200 series and 17 programmable memory
buttons)
 Platinum Service Option 2 – Double Key side panel that acts as an extension of
the telephone set
Standard Services Included as Base Service
Customers select a telephone or other voice communication instrument to fit different
business needs. Standard services included with the above base rate include:
7X24 support
Total system redundancy for uninterrupted up-time
Monitoring for maximum line quality and availability
Voice communications connectivity and liaison with public telephone companies
Ensured capacity and reliability
Quality support staff with an average of 25 years experience
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Telephone Services
On-line billing and view capabilities
System upgrades and enhancements for state-of-the-art technology, capability, and
reliability
Optional Services
In addition to basic service, customers may select optional services tailored to their business
needs, that includes configuring telephone equipment for implementing the types of tailored
services noted below for adds, moves, and changes.
 Telephone Coordinator – technical assistance offered on an hourly basis to
coordinate and facilitate service requests including telephone adds, moves, and
changes
 Telephone Coordinator – after hours.
 Telephone Billing – technical assistance offered on an hourly basis for special
research and reporting on telephone inventory, special billing, or other nonstandard billing
 Telephone Technicians – technical assistance offered on an hourly basis to
perform service requests including telephone adds, moves, and changes
 Telephone Technicians (After Hours) – technical assistance offered on an
hourly basis for services after business hours
 Automatic Call Sequencing (ACS) – all technical support and equipment to
provide the capability to handle incoming calls and recommends the order in
which queued calls should be answered
 Automatic Call Distribution (ACD) – all technical support and equipment to
provide the capability designed to route an office’ s incoming call to all available
personnel
 ACD Option - Scroll Board – an LCD display which lists ACD agent
information including number of calls in queue, and number of agents)
 ACD Option - Ericcson Call Center Manager (ECCM) – provides the capability
to produce department ACD statistical reports
 Analog Line – special order line used for facsimile machines, modems, TDD
(Telecommunications Device for the Deaf)
 Analog Line Option - with Instrument – a single line telephone that can only
place and receive one call at a time through the analog line
 Analog Line option - Auto Attendant for Analog Port – equipment that answers
callers with a digital recording and allows callers to route themselves to an
extension through a touch-tone input, in response to a voice prompt
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Telephone Services
 Voice Mailbox (V/M) – an electronic storage medium directly integrated with
the Ericsson PBX. Voice Mail provides the means to answer, page, notify “ out
of office” and store messages for customers of RCIT.
 V/M Option – Unified Messaging – using Microsoft Exchange; end user ability
to access Voice Mail, E-Mail, and Fax via one number. A user may access email and faxes using text to speech through the Voice Mail System; user may
access Voice Mail and Faxes via E-Mail.
 V/M Option – Voicemail Voice Form – a Voice Form is the software’ s ability
to group a series of pre-recorded messages (announcements) that provide
recording points for callers. For example, the announcements might ask “ What
is your last name?” the system will wait a predetermined time (usually 1-2
seconds) and prompt the caller with a tone. The tone is the caller’ s indication
to begin speaking.
 V/M Option – Voicemail Voice Paging/FAX – a feature of the voice mail system
allowing paging person in an office environment and FAX capacity through the
telephone system
 V/M Option – Referral – a feature to direct a voice mail call to a different
telephone number
 Freeset – a portable extension off the Ericsson Telephone System allowing
digital extensions to forward calls to an analog free se.
 Huntgroup – a pilot number with several extensions in rotation – calls are
dialed into a pilot number that routes to all members in a group
 Off-Premise Extension – Ericsson telephone extension that allows five-digit
dialing to an Ericsson system telephone at a location in a different building or
remote location
 Security Analog Telephone – a single line telephone instrument that is weather
and vandalism proof, commonly referred to as “ gorilla phone”
 Telecomm Access – five-digit dialing access capability for non-Ericsson PBX
systems at a location in a different physical location
 Ericsson Call Center Manager (ECCM) - Customer leased equipment that will
produce departments ACD statistical reports.
 Operators-Workstation - RCRMC-Only. Answering position/CTI Application with
the ability to place and make calls with PC and phone.
 Personal Number Extension - Allows user to have up to 10 positions, as
possible answering positions programmed, per one phone extension.
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Telephone Services
 Telephone Upgrade - One time charge for upgrading phones to new Ericsson
series phones.
 External Call Forwarding Extension - Allows forwarding capability from desk
phone to an external number.
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hours”
Pricing Method
Unit of Charge: Depends upon service selected
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Application Development Hosting Service
Service Overview
Applications Development Hosting Services provides and ensures a safe,
recoverable, and well managed infrastructure for hosting custom and off the shelf
applications. We use a variety of platforms to provide flexible solutions that suit our
customer’ s business needs.
Service Options
 Basic Application Hosting – Standard web-based applications with simple databases.
 Complex Application Hosting – Applications that require customization and with unique
design and support requirements. Typically these are enterprise applications with
complex programming requirements and databases.
 Website Hosting is available for static and dynamic websites that are RCIT or agency
managed
Standard Services Included with all Options
Web link and content resolution
Individualized URL
Infrastructure support
Website statistics and reporting
Index/search catalog management
Domain services - registration, routing, forwarding
128-bit Encryption
FTP access
Unlimited site redirects
ODBC connections
Front page 2002 extensions
CGI directory & script library
ASP
ISAPI extensions
Internet data connector
E-mail routing/forwarding for website only
Daily backup and recovery services
7x24 systems monitoring
26
Application Development Hosting Service
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed by application or website hosted with consideration for size and
complexity
Application Development Services
Service Overview
Software application development service provides customers with custom applications,
support for implementation of off-the-shelf products, and requirements analysis to
assist in make or buy decision making. Our specialties include static websites; dynamic
websites with content management; customized web-based applications, and portal
solutions.
Service is performed by staff having extensive experience in industry best practices
and utilizing a wide range of applications and programming tools.
Service Options


Applications Development – requirements analysis, system design, and software
engineering services.
Design and Implementation of fully functional custom applications
Implementation of off-the-the shelf applications
Application enhancements and customization
Documentation
Application analysis, upgrade and migration services
Maintenance and repair of applications to ensure conformance to technical
and functional specifications
Staff augmentation
Web Development – website design and support in compliance with the Americans with
Disabilities Act (ADA).
Design and deployment static websites and web content management
systems
Staff augmentation
27
Application Development Services
 Portal Services
Design and support of self-service web portal for delivery of web
applications
Investigation and problem resolution of all portal linked processes as
necessary
 Consulting
Staff augmentation
Needs assessment and identification services (requirements, build-or-buy
decisions)
Participation in developing requirements for Request for Proposal and
Request for Quotation (RFP, RFQ)
Consulting Services (teach, inform, methodologies)
Application growth planning
Standard Services Included with all Options
Use of industry best practices for defining and analyzing business needs and
requirements
Post production monitoring to ensure that the application solution is
performing and functioning correctly
Application-specific expertise to perform root-cause analysis and problem
resolution
Problem tracking and timely resolution
Implementation of software patches to resolve problems for package
applications
Software administration services
Support for developers and individuals publishing content and applications to
the portal
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed using the Applications Development Non-Web Engineering
(Applications Developer, Portal Services, and Consulting) and/or Web Engineering
(Web Development) hourly rate.
28
Application Development Services
Speech Portal Solutions formerly Interactive Voice Response (IVR)
Service Overview
Speech Portal is the RCIT solution for providing traditional Interactive Voice Response (IVR)
services with added value of speech recognition technologies. IVR is an automated telephone
information system that speaks to the caller with a combination of fixed voice menus and data
extracted from databases in real-time. It allows for the exchange of information 24 hours a
day or for routing callers to the appropriate human telephone agents. Speech technology
enhances this service by allowing text to speech conversion, spoken word recognition and
improved management and delivery of services.
Our services also include the option of having Computer Telephony Integration (CTI) Service.
CTI integrates application data with Speech Portal technologies. The CTI enhancement
allows the collection and transfer of information from IVR or Speech Portal to an operator
workstation giving callers the ability to be transferred to the appropriate Customer Service
Representative (CSR) along with relevant data for more efficient service delivery.
 Legacy IVR Service without Speech Portal – This service will be discontinued on
December 31, 2007.
Infrastructure and port usage
Support for mailing campaigns including sound file recording, editing,
checking, conversion, insertion, application checks, and modifications to
the data files. This allows for dynamic variable changes (such as phone
number updates) as needed.
The collection, review and consolidation of scheduled call logs.
Generation of scheduled or on demand reports
 Speech Portal Service – Includes IVR and Enhanced Speech Technology
Infrastructure and port usage
Support for mailing campaigns including sound file recording, editing, checking,
conversion, insertion, application checks, and modifications to the data files. This
allows for dynamic variable changes (such as phone number updates) as needed.
The collection, review and consolidation of scheduled call logs. Generation of
scheduled or on demand reports
Text to speech conversion and speech recognition systems which pick out
keywords and direct the user to the appropriate information
Blended agent which allows for the merging of web and screen pop technologies
allowing for users to answer telephone calls and participate in Internet-based chat
sessions in order to handle a higher volume of inquiries
Dynamic port allocation which provides the ability for applications to share all the
ports on the Speech Portal
Open standards integrated development environment allowing for the easy
integration, portability, and reusability of code modules in Speech Portal
applications
29
Application Development Services

Computer Telephony Integration (CTI)
Customized screen pop application
Ability to monitor statistics on service activity including the amount of
calls coming in, the length of each call, and current status
Ability to handle a larger volume of phone calls per representative
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Speech Portal and Interactive Voice Response (IVR) are billed by per minute usage.
Computer Telephony Integration (CTI) is billed by service unit based on the number
of agent transactions and estimated usage.
30
Application Development Services
Call Center Application Services
Service Overview
Call Center Application Services provides access to our Call Center Management Tools
utilizing Remedy’ s Action Request System. These tools allow logging, tracking and
reporting on customer requests and trouble tickets.
 Remedy Subscription
Use of Remedy Call Center Management Tools to manage service
requests, trouble tickets, and other customized tools (customized tools
are subject to hourly rate for applications development).
Standard Services Included
Applications Support and Maintenance
Access Control
Upgrades and Enhancements
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed per subscription. Each user having access to enter, modify, or
delete records must have a subscription.
31
Application Development Services
Database Management Service
Service Overview
Database Management Service provides and ensures a safe, recoverable and well-tuned
database environment for hosting either Oracle or SQL server databases.
Service Options
 Oracle Database Management & Storage - Oracle real application clusters (RAC) DBMS
environment
 Sequel Database Management and Storage - Microsoft SQL Server DBMS environment
Standard Services Included with all Options
Database backups
Database monitoring
Database backup monitoring
Database log monitoring
Maintain scripts for backups, maintenance, indexes
Maintain disaster recovery plans and perform disaster recovery exercise as
required
User account management
Provide 7X24 on-call database administration support
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed by database service unit which is based on the complexity of the
database (number of tables X table spaces). Additionally the size of the database in
megabytes determines the storage cost which is billed separately.
32
Application Development Services
Database Development Service
Service Overview
RCIT provides database development and management services for non-hosted
databases. Our expertise is in Oracle and Sequel platforms.
Service Options

Database Technologist
New database development
Database recoveries as necessary
Database structure changes and enhancements
Assisting with programming and data recovery issues
Table space management
Segments management
User access management
Documentation
Perform/schedule maintenance
Performance tuning
Comprehensive statistics on database related Operating System and
application activities
Identify potential areas of problem disorganization
Preventative maintenance
DBMS upgrades, utility or other software upgrades
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed using the Database Technologist hourly rate
33
MANAGED DATA STORAGE SERVICES
Service Description
Managed Data Storage Services provide the ability to store, access and retrieve data.
Provide infrastructure, security, scalability and management services to ensure the highest
level of data protection. Design, implement and support storage systems that enable
customers meet their business needs.
Standard Products Included as Base Service
All the services noted below include the following base services as part of the base rate:
7X24 support and availability
System redundancy for uninterrupted up time
Monitoring for availability, security and reliability
Usage and status reports
Ensured capacity and reliability
 Storage Area Network (SAN) – Shared managed enterprise SAN data storage
based on RAID1- 5 Disk Arrays
 SAN Connectivity - Provide connectivity to storage network for storage that is
owned by the customer
Data stored on secure, reliable, fast storage servers
Access to data on secure, reliable, fast storage servers
Connectivity to Storage Area Network
High Availability, Speed & High Performance
 BUS – provides connectivity to the network for storage which is owned by customers
(SAN Switch Connection)
34
Managed Data Storage Services
 Backup and Restore – scheduled and unscheduled backup and restore of
specified customer data
 Offsite Backup and Restore – Add-on feature to backup services: backup of a
specified data and removing the tapes off-site. Retrieve tapes from off-site
storage and restore the customer data
Full or Differential Backups
Special backup - unscheduled backup of a specified server and removing the tapes
off-site
Restore of specified customer data initiated within one (1) hour of receipt of a proper
Service Request
Email notification of the restores
High availability, security, and reliability
 Data Archive Storage – Backup, Archive and Restore specified customer data
 Offsite Data Archive Storage - Add on feature to Archive services: Archive specified data
and remove off-site. Retrieve Archive data from off-site storage and restore the
customer data.
Data archived to storage media per request
Archived data stored off-site
Restore archived data per request
Email notification of the restores.
High Availability, Security, Reliability
 Enterprise Storage Technologist – technologists will design, implement, and
support systems to efficiently manage customer storage needs
Storage systems design, configuration, and implementation
Storage systems repair, patching and updates
Storage hardware and software enhancements
Business Continuity Planning (BCP)
35
Managed Data Storage Services
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hours”
Pricing Method
Unit of Charge: Depends upon service selected. Please refer to the “ Rate
Quick Reference Guide” attached as an appendix
36
SYSTEMS ENGINEERING SERVICES
Service Description
Systems Engineers provide technical software, hardware and consulting services for server
infrastructure, applications and platforms. Systems Engineers provide full support responding
to user requests for design and implementation of new products, support of existing products,
problem resolution and performance tuning on all server platforms.
Standard Products Included as Base Service
 Enterprise Tools Technologist – enterprise technologist expert in enterprise
system management and monitoring tools including HP Openview, Tivoli etc.
They will install, test, maintain and configure your enterprise systems
management environment. This will include upgrades, patches and repair to the
environment.
 System and Application Technologist – systems technologist provides advanced
trouble shooting and diagnostic skills, building Windows domains with Active
Directory or Novell Trees, installing Windows or Novell servers for an entire
department, resolving security issues. Monitor, update, patch, and customize
servers. Manage backup of data on servers.
 System and Application Technologist – after-hours.
 Server Technologist – server technologist will design, configure, install,
maintain, upgrade and enhance servers and server applications. Provide
consulting services for server Infrastructure, applications and platforms.
 Server Technologist (After-Hours) – call-in after-hours support
 Server Technologist (On-Call) – 7X24 on-call support
Standard Services Included as Base Service
The above standard products are provided with the following services:
Technical expertise

Intel-based hardware platforms

RISC-based hardware platforms

Microsoft Windows 2000 and 2003 Operating Systems
37
Systems Engineering Services

Linux Operating System

Unix Operating System

Microsoft IIS installation and configuration

Tomcat installation and configuration

Microsoft Sharepoint Services

Norton Enterprise Antivirus

Windows Server Update Services

VMWare

Active Directory

Netware NDS

Peoplesoft

HP Openview

Tripwire

Tivoli Systems Management products

Citrix installation and configuration
System hardware, software and application design, configuration and implementation
System hardware, software, and application repair, patching and updates
System hardware, software, and application enhancements
System Business Continuity Planning (BCP)
Systems performance tuning and capacity planning
Level 2 technical support for all server hardware, software, and applications
38
Systems Engineering Services
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hours”
Pricing Method
Unit of Charge: Service is charged on an hourly basis. Please refer to the
“ Rate Quick Reference Guide” attached as an appendix.
39
SERVER OPERATIONS SERVICES
Service Description
Server Operations Services provide server computing resources to host and run applications
using Intel or RISC-based servers. These servers can be physical servers distributed at
various locations or virtual servers centrally located in RCIT data center. All servers come
with hardware and software support, problem resolution, and performance tuning.
Standard Products Included as Base Service
Physical Server Operations
Provide physical Intel based server to host and run applications. Servers
support various platforms and can be located throughout various county
locations.
 BSsU - Basic Server Storage Unit, 256 GB Disk Space
 BSU - Basic Server Unit, 2 CPU's, 500 MB Memory
Typical Services for both rates include:
Physical server with locally attached storage
Hardware diagnostics, repairs and upgrades
Operating system diagnostics and repair
Server ghost imaging performed on a quarterly basis for disaster
recovery purposes
Operating system security patching and upgrades
Disk defragmentation performed on a quarterly basis
Antivirus protection
Data backup and recovery
7X24 systems monitoring
40
Server Operations Services
Virtual Server Operations
Provide virtual server to host and run applications. Virtual servers support
various platforms and are located in RCIT data center environment. Virtual
servers provide the same server level platforms capabilities, and can perform
the same form of computing as a single physical server.
 BvSU - Basic Virtual Server Unit, 1 CPU's, 500 MB Memory
 BvSU Safe - Monthly imaging of server
 BvSU Ultra Safe - Offsite disaster recovery of server
Typical service for each rate include:
Individual virtual server instance
Operating system diagnostics and repair
Quarterly DSK copying (The same as imaging a physical server) for
disaster recovery purposes
Operating system security patching and upgrades
Disk defragmentation performed on a quarter basis
Antivirus protection
Data backup and recovery
7X24 systems monitoring
Systems Infrastructure Server Data Center
 Additional hosted server CPU - Additional CPU, any speed, on hosted
server
 Additional hosted server disk space - Additional disk space on hosted server
in increments of 20 GB.
 Additional hosted server memory - Additional memory on hosted server in
increments of 256 MB
 Hosted server (BSUd) – hosted server unit based on on standard
configuration of 1 CPU, 10 GB disk space nad 256 memory
 Premium DR Services for hosted servers (BSUd-safe) – DR services. Add
on service to hosted server unit
41
Server Operations Services
Web Application Hosting
Provide server infrastructure to host web sites and run web based applications.
 Web Application Hosting - hosting services for departmental web-based
applications
Individualized URL
Web link and content resolution
Website statistics and reporting
Index/search catalog management
Domain services - registration, routing, forwarding
128-bit Encryption
FTP access
Unlimited site redirects
ODBC connections
Front page 2002 extensions
CGI directory & script library
ASP
ISAPI extensions
Internet data connector
E-mail routing/forwarding for website only
Daily backup and recovery services
7x24 systems monitoring
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hour”
42
Server Operations Services
Pricing Method
Unit of Charge: Depends upon service selected
43
MESSAGING SERVICES
Email Hosting Services
Service Overview
Email Hosting Services provisions mailboxes from a secure, fault tolerant, and reliable
computing system hosted in the RCIT data center. This service provides Exchange
Email Account hosting and includes related services (routing, antivirus, anti-spam, and
web access). RCIT provides hardware and software support, application licensing, and
infrastructure maintenance for this environment.
Service Options
 Email Account Hosting-- Microsoft Exchange Email account with Outlook
Desktop Client for email, calendar, and task management.
Standard Services Included
Creation, deletion, maintenance, and storage management for all
accounts provided by RCIT
Global Address Book
Personal and Departmental Distribution Lists
Unlimited aliases
250MB disk space (aggregate)
Shared calendars and folders
Web Access
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed per hosted account.
44
Messaging Services
Email Services
Service Overview
Email services provide critical messaging system services to departments that
maintain dedicated messaging systems. These services include centralized
routing, antivirus, anti-spam and web access services.
Service Options
 Antispam Services – Removes unwanted spam at the County SMTP gateway
Filtered and blocked inappropriate spam mail at the Riverside County
entry point
 Web Access for GroupWise or Exchange – Secure access to County
Exchange or GroupWise e-mail, contacts, and calendar via most popular
internet browsers
 Antivirus for GroupWise or Exchange – Provides virus protection at the
County’ s GroupWise and Exchange routing servers, provides message
scanning capability between departments
 External System synchronization for GroupWise or Exchange –
Synchronization of departmental email systems with the County Core System
Inclusion and Access to the Global Address Book
Send/Receive Calendaring Items, ability to perform Free/Busy Searches
Message Delivery Tracking
 Email Routing – Provides internet and internal routing to County Email
domains
Configuration and routing internet and internal domains
SMTP Services Routing
 Mass Email Distribution - creation of mass emails for countywide
distribution.
 Migration Services – Account and data migration from GroupWise to
Exchange
Creation of new Exchange Account
Migration of live GroupWise messaging and calendaring data
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
45
Messaging Services
Pricing Method
Services are billed based on selection.
Email Engineering Services
Service Overview
Email Engineering provides expert software, hardware and application consulting
services for messaging systems. Email engineers provide full support
responding to user requests including system design, support, and optimization;
system administration; and problem resolution and performance tuning.
Service Options
 Email Technologist--Email systems engineer (consulting, break/fix support,
design and implementation, etc.)
 Email Technologist—after hours.
Standard Services Included
Email systems design, configuration and implementation
Email systems repair, patching and updates
System review for Best Practices
Email system administration
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
All customers are billed for the Email Technologist rate on a time and material basis.
Mobile Messaging Services
Service Overview
This service primarily provides email, calendaring, and tasks integration to
Blackberry mobile devices utilizing the Blackberry Enterprise Server.
Departments utilizing our hosted email service have the capability of integrating
with other mobile devices utilizing Microsoft Exchange Web Services at no
additional cost.
46
Messaging Services
Service Options
 Blackberry Integration Service – Real-time access to email, calendaring,
contacts management from your Blackberry mobile device.
 Account Set Up – One time cost for setup and configuration of service
which includes the required Blackberry Enterprise Server Access
License
Standard Services Included
Wireless E-Mail Synchronization - immediate access to email. View,
reply, send, forward, and delete e-mails and attachments
Real-time Calendaring -view and receive meeting requests and
schedule appointments in real time
Wireless Access to County Address Book - E-Mail and call people
from the Countywide address book without the need of synchronizing
to your desktop
Secure transport - Advanced Encryption Standard (AES) encryption
for end-to-end enterprise class security
Over the Air Upgrades - upgrades sent directly to your device so
there is no need to bring your BlackBerry in for upgrades
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Service is billed monthly per account. There is a one-time setup fee for all
accounts.
47
SYSTEMS INFRASTRUCTURE SERVICES (DATA CENTER)
Service Overview
Systems Infrastructure Services provides computing resources to host and run
applications using Intel or RISC-based servers. These resources are hosted in the
RCIT Data Center.
Standard Service Options
 Hosted server – Standard server consisting of 1 CPU, 10 GB disk space and
256 memory
Services Included with Standard Options
Hardware diagnostics, repair, and upgrade
Operating system diagnostics and repair
Operating system security patching and upgrades
Disk defrag performed on a quarterly basis
Antivirus protection
Data backup and recovery
7X24 systems monitoring
Add-on Services
 DR Services hosted servers
Server imaging performed on a quarterly basis for disaster recovery
purposes
 Additional CPU
Additional CPU, any speed, on hosted server
 Additional Disk space
Additional disk space on hosted server in 20GB increments
 Additional Memory
Additional memory on hosted server in 256MB increments
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Services are billed based on selection.
48
SYSTEMS INFRASTRUCTURE LAB SERVICES
Service Overview
Systems Infrastructure Lab provides an isolated test environment where users and
administrators can test applications, operating systems, server patches, and other
server related services. The Lab can also be used to build and configure server
equipment before deployment into production.
Standard Service Options
 Lab Access – Access to a secure lab to perform system and application
testing.
Services Included with Standard Options
1CPU, 10GB disk space, 256 memory configured virtual server
Pre-configured Windows 2003 Operating System or SUSE Linux
Operating System
Workspace with Workstation access
Internet access
Service Availability
Standard business hours are 7:00 AM to 5:30 PM on County business days. During
this timeframe, requests can be initiated through a phone call to the RCIT Call
Center at (951) 955-9900.
After hours support is provided by on-call technologists and will be directed to the
appropriate staff via the RCIT Call Center at (951) 955-9900.
Pricing Method
Access to the Infrastructure Lab is billed by hour.
49
OPERATIONS SUPPORT SERVICES
Service Description
The Operations Support Services center around the hosting, monitoring, operating and
maintenance of enterprise level computing platforms and associated peripherals. The
resolution of issues on country-wide information technology computing hardware or software.
Immediate escalation or reporting of security breeches into the county’ s enterprise
computing platforms. Off-hours facility management for the CAC and other county facilities.
Network Connectivity
RCIT customers can select the connectivity choice that best suits their business needs,
depending on their individual requirements, with no minimum number required. You may also
select multiple speeds, for example, a different speed per connection. Each speed will allow for
greater bandwidth/faster throughput.
 Port 100 MB - Server connection to Cornet at 100 MB speed.
 Port 10 MB – Server connection to Cornet at 10 MB speed.
 Port 1 GB - Server connection to Cornet at Gigabit speed.
Standard Products Included as Base Service
Help Desk Services – The RCIT Help Desk Services is designed to provide first level, or
front line, support for your technology-related inquiries. The advantages of talking to a
consultant at the Help Desk are, first, the potential of getting your question answered
immediately, and second, the convenience of having your calls entered into our Remedy call
logging system. With Remedy you can contact the Help Desk at any time to check on the
status of any outstanding call.
 Hourly charges tied to access to the Help Desk Staff and technical support
Monday - Friday, 7:00 a.m. - 5:30 p.m.
 Hourly charges (After-Hours) charges tied to access to the Help Desk Staff and
technical support 7X24
1st Level Support to answer questions on products and utilization
Problem diagnosis to find the root cause of problems
Problem resolution
50
Operations Support Services
Brokerage of repair when needed
Record of the incident including logging, tracking, and resolution to the
problem
Data Center Floor Space Services - RCIT Data Center offers a wide range of colocation hosting services including private cabinet and Open Rack Space server colocation, as well floor space. We provide co-location solutions at a fraction of the
cost of setting up your own environment. Our fully managed Data Center provides a
secure, reliable facility.

Floor Space by the Square Foot – rental of floor space per square foot
contained within the Data Center

Floor Space by the Unit – rental of rack space by the unit (unit=1.75 inches
in height) contained within the Data Center

Floor Space by the Secured Unit – rental of floor space that is secured in a
cage within the Data Center
Access to equipment 7X24
7X24 monitoring by on-site operations staff
Multi-layered security backed by access control systems and video
surveillance
Redundant power systems with back-up generators and UPS systems
Fire detection & suppression systems
Advanced HVAC systems
Enterprise System Hosting – 7X24 hosting of enterprise system infrastructure
including hardware, software and communications. Hosting includes operating and
maintaining systems, software licensing and disaster recovery services.

Property System Hosting – 7X24 hosting of the Property System including
operating, maintaining, software licensing, and disaster recovery for property
components running on the mainframe
Maintenance and repair of mainframe (Property System) operating system
and 3rd party software to supported levels
51
Operations Support Services
Management of all mainframe (Property System) operating system and 3rd
party software licenses and hardware maintenance contracts
Access to the Help Desk 7X24 including logging, tracking, and problem
resolution in Remedy application
Provide 7X24 system and application monitoring reporting all errors and
warnings
Provide batch job scheduling services for open systems and mainframe
applications
Report distribution for open systems and mainframe generated reports
Change Management process to ensure all changes made to the production
environment are fully tested and approved before being implemented
Operator Services – ensure that computing equipment (servers, printers, tape
devices etc.); applications (Oasis ERP, property Tax etc.), facilities (Data Center)
and storage media are monitored and maintained on a 7X24 basis. In addition to
ensuring the availability of computing platforms, Operations Support Services also
provides the following services:
 Operator – Computer Operator who operates and monitors various computer
platforms
 Operator services (After Hours) – overtime after-hours call-in support
 Operator services (On-Call) – after-hours support for delivery of 7X24 oncall support
Typical Services included with all the above rates:
Batch job scheduling services for both the mainframe and distributed
systems
Monitoring of batch job scheduling processes
7X24 monitoring of servers and other computer devices including
recovery of servers based on pre-defined procedures
Notification of server failures
Incident management and escalation
52
Operations Support Services
 Mainframe Technologists – systems programmer who maintains and
enhances mainframe OS and 3rd party software executing on the mainframe.
The Mainframe technologist provides technical software and hardware
support and consulting services for all enterprise applications running on the
RCIT mainframe computing environment.
 Mainframe Technologists – (after-hours). Overtime after-hours call-in
support.
Mainframe hardware, software and application configuration and
installation
Mainframe hardware, software and application repair, patching and
updates
System business continuity planning
Mainframe performance tuning and capacity planning
Level 2 technical support
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hour”
Pricing Method
Unit of Charge: Depends upon service selected. Please refer to the “ Rate
Quick Reference Guide” attached as an appendix.
53
DESKTOP COMPUTING SERVICES
Service Description
Desktop Computing Services provide the ability to access, retrieve, print, process and
manage data or applications from the users desktop. Provides desktop, file server, printer,
and peripheral device services to support the customer’ s business needs.
Standard Products Included as Base Service
 Desktop Computing Services – provides standard desktop hardware and
software fully configured. Provide support for standard desktop hardware and
software.
Standard desktop configured with standard windows desktop operating
system and software including virus protection
Technical support for standard desktop hardware and software including
repair, patches and updates
Hardware and software asset management, licensing included
Desktop hardware and software lifecycle management
 File and Print Services - provides access to data, applications, and printers on a
Windows or Novell server per account
Access to fully managed file and print server
Virus protection
User Account management
 Desktop Technologist - Desktop Engineer – advanced trouble shooting and
diagnostic skills, building customized computer images and installing new
computers for entire department. Resolving security issues, working with
System Administrators on Network devices like switches and routers.
Desktop systems design, configuration and implementation
Desktop systems repair, patching and updates
54
Desktop Computing Services
Desktop hardware and software enhancements
Printer and peripheral device support
 Desktop Technologist - Desktop Engineer - after hours
Desktop inventory and maintenance
Desktop hardware installation

Monitor

Desktop CPU Unit

Keyboard

Mouse

County approved business productivity hardware
Desktop software installation

Operating System

Browser

Base productivity suite

County approved business productivity software

Anti-virus
7X24 support
Level 2 technical support for all standard desktop hardware and software
Timely and seamless updates to standard desktop software for managed
desktops
Updates to standard desktop software for non-managed desktops as
required
Printer, and Peripheral Device Support
55
Desktop Computing Services
Best-effort replacement of non-warranty parts from existing in-house stock for
standard desktop hardware
Service Availability
Standard business operations hours are 7:00 a.m. to 5:00 p.m. on County
business days
After-hours service is offered on selected services for all times outside
“ standard business operations hours”
Pricing Method
Unit of Charge: Depends upon service selected. Please refer to the “ Rate
Quick Reference Guide” attached as an appendix.
56
INFORMATION SECURITY
Service Description
Information Security provides customers with customized departmental support for
specialized needs, expert and detailed vulnerability assessment, access to SecureScan server
and access to a centralized Business Continuity Plan (BCP) repository.
Standard Products Included as Base Service
 Security Desktop - Consolidates Security Policy, Incident response and
investigations, training development, threat alerts, etc. into this single service
that is to be included in the base "Security Rate" as defined and agreed upon by
the Executive Technology Committee (ETC).
Security policy
Incident response
Training
Threat alerts
Forensics analysis and investigations
Architecture and design reviews of infrastructure security solutions
Review of Intrusion Detection Systems and firewalls
Compliance with Federal and State regulations and laws.
 Business Continuity Plan (BCP) Generator - the BCP generator is a server,
maintained by the Information Security Office (ISO) to provide templates and a
central repository for Business Continuity Plans for each department
Initial business impact analysis
A “ plan template” to promote a comprehensive and full-documented plan
for business continuity
A flexible plan that can be changed or edited to reflect specific or unique
needs for each department’ s business elements
BCP Generator provides step-by-step guidance throughout the process
57
Information Security
BCP Plans are centrally stored and maintained with off-site backup
Additional Services
 Security Office Technologist - dedicated and customized departmental support
for application reviews, standards, policies, and BCP/DR reviews, specifically for
addressing unique or specialized business needs.
Perform departmental audits
Policy, procedures and standards development and maintenance
Compliance reviews
Vulnerability Assessments
Product analysis and testing
Threat assessments
Departmental certification/accreditation
Organizational risk analysis
Business continuity planning
Disaster recovery planning and exercises
 Device Scan - SecureScan Vulnerability Assessment. Identifies weaknesses and
measures compliance with standard practices and configurations
Permits departments to set and monitor information technologies policies and
services permitted on their network
A robust vulnerability scanning engine kept up-to-date with the most current
vulnerabilities and recommended fixes
Record and manage security incidents – creates an audit trail and report on
adherence to established procedures
Classify departmental information technology assets in meaningful groups
with descriptive information important to security practitioners.
Remediation management ensures responsibility and accountability for
problem resolution.
58
Information Security
Standard reports for management and technical users – can be customized
and easily interfaced with 3rd party reporting software
 Scan-Report - access to SecureScan server central reporting application and
database server. Provides Web Based Reporting and Tracking of Vulnerability
Assessments. Tracks remediation and progress history for management and
technical personnel. Access is restricted to the owning department only.
Departments require a single unit of this item in support of the vulnerability
Assessment above (regardless of the number of devices scanned)
Record and manage security incidents; create an audit trail and report on
adherence to established procedures
Departments can classify information technology assets into meaningful
groups with descriptive information important to security practitioners
Remediation management ensures responsibility and accountability for
problem resolution
Provides standard reports for management and technical users – can be
customized and easily interfaced with 3rd party reporting software
Service Availability
Standard business operations hours for additional services are 7:00 a.m. to
5 p.m. on County business days
Pricing Method
Desktop security billed monthly by desktop
Additional services billed monthly based on configuration and extent of services,
or on a time and material basis for Device Scan and Scan-Report
59
PROJECT MANAGEMENT SERVICES
Service Description
The PMO is dedicated to working cooperatively with all Riverside County agencies, assisting
with the initiation, planning, control, execution and closing of their Information Technology
projects. By using proven project management methods and best practices, Project
Management Services help ensure projects are properly defined, expectations communicated,
risks identified and projects are completed on time and within budget.
Standard Products Included as Base Service
 Project Management Consultancy – professional expertise to review ,aid in or
manage all phases of the project lifecycle .
set project management standards
project planning services (project charters/project plans/risk assessments)
project execution services (project coordination)
project oversight services (enterprise project management)
project resource pool
vendor contract and services management
project performance analysis (lessons learned)
60
Project Management Services
 Project Portfolio Management - hosting, management and reporting of project or
service engagement content.
set project management standards
review requests and select projects
project resource management
project performance analysis
project portfolio reporting
 Project Management Training – provide training for all project life cycle
phases: Initiation, Planning, Executing and Controlling, and Closing.
formal classroom or one-on-one training
advanced project management (scope/risk/earned value)
fundamentals of project management (project charters & plans)
tailored training on project management tools & techniques
Service Availability
Standard business operations hours are 7:00 a.m. to 5 p.m. on county
business days
Pricing Method
Unit of Charge: Service is charged on an hourly basis. Large project
management engagements will be billed by agreement and scope of work using
Board of Supervisor’ s approved rates. Classroom training is charged by the
person per day of class.
61
4.0 GLOSSARY
Application suite – A collection of related business software applications. Usually
associated with one business customer sponsor
BCP Generator - The Business Continuity Plan (BCP) generator is a server,
maintained by the ISO to provide templates and a central repository for Business
Continuity Plans for each department
BSU - Basic Server Unit, 2 CPU's, 500 MB Memory
BSsU - Basic Server Storage Unit, 256 GB Disk Space
BvSU: Ultra Safe - Offsite disaster recovery of server
Circuit – refers to telecommunications media that transfers data or other signals.
Includes various speed fiber systems and copper telephone wire
CORNET – County of Riverside Network. The County’ s wide area network for
microwave, fiber, or radio communications
Break/fix – A term used to describe the work involved in identifying problems and
the associated work to correct them
Data Center – A secured, environmentally controlled area within RCIT to house
computer hardware, telecommunications, host customer servers and systems, and
monitored by RCIT staff
Desktop – A term used to describe a single computer, typically used in an office
environment for office-related tasks. The basic configuration of a (Company)
provided desktop is available upon request
Direct charge – Costs that are billed directly to a customers area and do not appear
on the service bill
Enterprise Help Desk – A term synonymous with the Help Desk
Firewall – Hardware and/or software that is used to prevent unauthorized access to
or from a private network
ISP – Internet Service Provider, a company that provides access to the Internet
IT approved business productivity hardware – A set of physical components outside
of the standard set that is approved for use by IT
62
Glossary
IT approved business productivity software – A set of programs outside of the
standard set that is approved for use by RCIT
Level 1 – Phone support typically associated with calls into the Enterprise Help
Desk at (Company)
Level 2 – Hands-on expert support typically dispatched when a problem or issue
cannot be resolved by Enterprise Help Desk personnel
Network – A group of two or more computers linked together
Official Estimate - Cost and schedule estimates that are provided after sufficient
analyses have been performed, via a system development methodology, on all
factors that may influence a project's development
Order of magnitude estimate - A high level estimate associated with a planning
projection. These estimates are typically ranged to account for the degree of
uncertainty within the estimate.
Planning projections - An order of magnitude cost and schedule estimate that can be
provided as needed by the business. These are "best guess" estimates that are
provided at any time in order to support the demands of the business. Such
demands are to provide some preliminary level of measurement for proposed
projects that may be in the "idea" or conceptualization phase, but nonetheless
warrant a broad size/cost assessment. It could also be used to support Resource
Allocation needs.
POTS – Plain Old Telephone service, which refers to the standard telephone
service that most homes use
Rack Mounted Unit (RMU) – a unit of service for radio site operations for partial
space to house electronic equipment
RAS/VPN – Remote Access to the County’ s computer systems through a secured
virtual private network
Root-cause-analysis – Investigation work to determine the underlying reason for a
problem
Service – Silver – Gold – Platinum – levels of service for different product sets
such as telephones. Rates vary depending upon instrument installed
TCP/IP – Transmission Control Protocol / Internet Protocol. Communication
protocols (format) used to connect computers on the Internet
Telnet – A terminal emulation program for TCP/IP networks such as the Internet
63
Glossary
Unit – An element of service to which rates are applied. Refers to the service
based on hours, desktops, time, account, or another measure defined through a
specific service
64
5.0 CUSTOMER SERVICE MANAGERS
The RCIT Customer Service Division has been established to assure commitments to our
customers are met, our customers understand the depth and breadth of RCIT services, create
partnerships with our customers, facilitate partnerships between and among departments, develop
business opportunities, and act as a central point of contract to our customers for any RCIT need.
Customer Service Managers (CSM) are RCIT staff assigned to monitor service issues and
commitments to our customers. The chart below represents assignments as of February 2007.
Customer Department
Agricultural Comm
ASPA
Assessor/Clerk Recorder
Auditor
Board of Supervisors
Building & Safety
CHA
CHA Animal Shelter
CHA Environmental Health
CHA Public Health
Clerk of the Board
Code Enforcement
Commission for Women
Community Action
Cooperative Extension
Coroner
County Counsel
County Library
Courts
DCSS
District Attorney
DPSS
EDA
Executive Office
Facilities Mgmt
Fire
CSM
Scott Tantlinger
John von Hatten
John von Hatten
John von Hatten
Chas Roberts
Chas Roberts
Scott Tantlinger
Scott Tantlinger
Scott Tantlinger
Scott Tantlinger
Chas Roberts
Chas Roberts
Chas Roberts
John von Hatten
Scott Tantlinger
Chas Roberts
Chas Roberts
Chas Roberts
Chas Roberts
Chas Roberts
Chas Roberts
John von Hatten
Scott Tantlinger
Chas Roberts
Chas Roberts
John von Hatten
65
Office
Telephone
486-7725
486-7749
486-7749
486-7749
486-7780
486-7780
486-7725
486-7725
486-7725
486-7725
486-7780
486-7781
486-7780
486-7749
486-7725
486-7780
486-7780
486-7780
486-7780
486-7780
486-7780
486-7749
486-7725
486-7780
486-7780
486-7749
Cell Telephone
840-8698
840-8700
840-8700
840-8700
840-8699
840-8699
840-8698
840-8698
840-8698
840-8698
840-8699
840-8700
840-8699
840-8700
840-8698
840-8699
840-8699
840-8699
840-8699
840-8699
840-8699
840-8700
840-8698
840-8699
840-8699
840-8700
Customer Service Managers
Customer Department
Fire
Fleet Services
Flood
Human Resources
LAFCO
Law Library
Mental Health
Moreno Valley
Oasis
Office on Aging
Planning
Probation
Public Defender
Purchasing
RCRMC
RCTC
Regional Parks
Registrar of Voters
San Jacinto
Sheriff
TLMA
Transportation
Treasurer/Tax Collector
Veterans Services
Waste Mgmt
WRCOG
CSM
John von Hatten
Scott Tantlinger
Scott Tantlinger
Chas Roberts
Scott Tantlinger
Chas Roberts
Scott Tantlinger
Scott Tantlinger
John von Hatten
John von Hatten
Chas Roberts
Chas Roberts
Chas Roberts
Scott Tantlinger
Scott Tantlinger
Chas Roberts
John von Hatten
John von Hatten
Scott Tantlinger
John von Hatten
Chas Roberts
Chas Roberts
John von Hatten
Scott Tantlinger
Chas Roberts
Chas Roberts
66
Office
Telephone
486-7749
486-7725
486-7725
486-7780
486-7725
486-7780
486-7725
486-7725
486-7749
486-7749
486-7780
486-7780
486-7780
486-7725
486-7725
486-7780
486-7749
486-7749
486-7725
486-7749
486-7780
486-7780
486-7749
486-7725
486-7780
486-7780
Cell Telephone
840-8700
840-8698
840-8698
840-8699
840-8698
840-8699
840-8698
840-8698
840-8700
840-8700
840-8699
840-8699
840-8699
840-8698
840-8698
840-8699
840-8700
840-8700
840-8698
840-8700
840-8699
840-8699
840-8700
840-8698
840-8699
840-8699
6.0 RCIT RATE QUICK CROSS REFERENCE
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Consultancy is the process of reviewing or aiding in the
development of project charter documents.
$138.98
per Hour
Project
Management
Services
60
Project Management conceptual training, advanced training and
one-on-one training.
$246.85
per Seat Day
Project
Management
Services
61
Portfolio Management is hosting , management and reporting of
project or service engagement content.
$86.44
per
Engagement
Project
Management
Services
61
Communication Engineering
Hourly rate to design, implement and/or maintain communication
networks and infrastructure of Countywide Communication
facilities.
$125.68
per Hour
Engineering
Services
9
Communication Engineering (After-Hours)
Overtime or after-hours rate to design, implement and/or maintain
communication networks and infrastructure of Countywide
Communication facilities.
$188.68
per HourPremium
Engineering
Services
9
SERVICE OR PRODUCT
DEFINITION
Project Management Office Project Consultancy:
Project Management Consultancy
Project Management Office Project Training:
Project Management Training
Project Management Office Portfolio Management:
Project Management Portfolio Management
Communications Engineering Design:
Communications Technology Microwave Transmission:
M/W Transmission 56K
Monthly charge per 56K circuit mile for microwave transmission.
$30.30
per Mile per
Month
Microwave
Transmission
Services
14
M/W Transmission Analog
Monthly charge per analog circuit mile for microwave transmission.
$15.15
per Mile per
Month
Microwave
Transmission
Services
14
M/W Transmission T1
Monthly charge per T1 mile for microwave transmission.
$75.74
per Mile per
Month
Microwave
Transmission
Services
14
Point to Point Wireless Connection
Monthly charge per connection for wireless WAN.
$175.96
per
Connection
Per Month
Microwave
Transmission
Services
14
Hourly overtime rate for site and automotive installations and/or
repairs of non-radio equipment in vehicles.
$86.40
per Hour
Vehicle
Installations
20
Hourly overtime rate for site and automotive installations and/or
repairs of non-radio equipment in vehicles.
$129.60
per HourPremium
Vehicle
Installations
20
Radio Technologist
Hourly shop and field radio repair rate.
$89.27
per Hour
Radio
Communications
Services
17
Radio Technologist (After-Hours)
Hourly overtime shop and field radio repair rate.
$127.78
per HourPremium
Radio
Communications
Services
17
Radio Training
Organized, structured end-user training on radio system and
subscriber equipment use.
$85.19
per Seat per
Hour
Radio
Communications
Services
17
Communications Radio Auto Install Technologists:
Auto Install Technologist
Auto Install Technologist (After-Hours)
Communications Technology Radio Operations:
67
RCIT Rate Quick Cross Reference
SERVICE OR PRODUCT
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Device - Base Station
Monthly maintenance charge for base radio unit.
$34.15
per Device
per Month
Radio
Communications
Services
18
Device - HT
Monthly maintenance charge for portable radio.
$6.09
per Device
per Month
Radio
Communications
Services
18
Device - MDC
Monthly maintenance charge for mobile data computer.
$8.08
per Device
per Month
Radio
Communications
Services
18
Device - MDT
Monthly maintenance charge for mobile data terminal.
$11.53
per Device
per Month
Radio
Communications
Services
18
Device - Mobile radio
Monthly maintenance charge for mobile radio.
$3.98
per Device
per Month
Radio
Communications
Services
18
Device - Radio Console
Monthly maintenance charge for dispatch console.
$196.01
per Device
per Month
Radio
Communications
Services
18
Feature - Additional Cell
Monthly access charge for each system accessed for an individual
radio.
$0.71
per Cell per
Month
Radio
Communications
Services
18
Feature - Additional Talk Group
Monthly access charge for each talk group accessed for an
individual radio.
$0.71
per Talk
Group per
Month
Radio
Communications
Services
18
Feature - Emergency Button
Monthly access charge for an emergency button feature for an
individual radio.
$0.71
per Month
Radio
Communications
Services
18
Feature - First Talk Group
Monthly access charge for accessing a single talk group for an
individual radio.
$0.71
per Month
Radio
Communications
Services
18
Feature - Individual Call
Monthly charge for the individual call feature accessed for by
individual radio.
$0.71
per Month
Radio
Communications
Services
18
Feature - Public Safety Priority
Monthly charge for public safety priority feature for an individual
radio.
$0.71
per Month
Radio
Communications
Services
18
System - Conventional
Monthly fee charged to users of a conventional radio system.
$853.58
per Month
Radio
Communications
Services
18
System - Jail
Monthly fee charged to each Correctional facility for maintenance
of each campus conventional radio system.
$136.20
per Month
Radio
Communications
Services
18
Per Lease
Agreement
per Month
Radio Site
Operations
15
Communications Technology Radio Sites Operations:
Agreement
Negotiated agreement for leased space in communication site.
Rack
Set rate for monthly rack charge.
$442.01
per Month
Radio Site
Operations
15
Rack Mount Unit (RMU)
Set rate for monthly rack mount unit charge (partial rack).
$110.50
per Month
Radio Site
Operations
15
Network Technologist
Per hour cost for a technician for repairs, installs, etc.
$117.08
per Hour
Communications
Network
Operations
5
Network Technologist (After-Hours)
Per hour cost for a technician for repairs, installs, etc. on network
equipment as requested by external customers on service
requests after-hours.
$171.14
per Hour
Communications
Network
Operations
5
Communications Services Network Jr. Technologists:
68
RCIT Rate Quick Cross Reference
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Hourly costs for support personnel to facilitate requests for adds,
moves and changes to data network.
$104.66
per Hour
Communications
Network
Operations
7
77
Cornet Connectivity
Per PC charge for CORNET access and support.
$32.35
per Desktop
per Month
Communications
Network
Operations
5
DMZ-Circuit T-1
Per T1 circuit support for customers virtual DMZ's.
$298.56
per Circuit
per Month
Communications
Network
Operations
5
TCIP/LUNS Connectivity for MF-T1
Per connection charge for clients to connect to the mainframe.
$2.27
per LUN per
Month
Communications
Network
Operations
5
Per remote access account to log into the Counties network
(CORNET) remotely via virtual private network or dial-up account.
$15.21
per Account
per Month
Communications
Network
Operations
7
Telephone Coordinators
Hourly costs for support personnel to facilitate requests for adds,
moves and changes.
$89.18
per Hour
Telephone
Services
23
Telephone Coordinators (After-Hours)
Per hour cost for support personnel to facilitate requests for adds,
moves and changes to external customers on service requests
and post cut support after-hours.
$132.30
per Hour
Telephone
Services
23
Hourly charge to audit, review and research departmental
communications billing problems, depending on the complexity of
the investigation.
$76.09
per Hour
Telephone
Services
23
Telephone Technicians
Hourly costs for adds, moves, installs, changes or other special
requests.
$105.75
per Hour
Telephone
Services
23
Telephone Technicians (After-Hours)
Hourly costs for moves, changes or other special requests that
must be done after-hours or on weekends.
$158.65
per HourPremium
Telephone
Services
23
Auto Attendant - Analog Port
A device which answers callers with a digital recording and allows
callers to route themselves to an extension through a touch tone
input, in response to a voice prompt.
$169.76
per Port per
Month
Telephone
Services
23
ACD
Automatic call distribution or a specialized phone system designed
to route an office's incoming calls to all available personnel.
$17.95
per Month
Telephone
Services
23
ACD Scroll Board
Automatic call distribution LCD Display which lists ACD agent
information (i.e. # of calls in queue, # of agents).
$26.93
per Month
Telephone
Services
23
Analog Line
Analog line used for faxes, modems and TDD
(Telecommunications Device for the Deaf).
$17.95
per Month
Telephone
Services
23
Analog w/Instrument
Single line phone that can only place and receive one call at a
time.
$26.93
per Month
Telephone
Services
23
Automated Call Sequencing
Device that handles incoming calls and recommends to an agent
which call should be picked up.
$17.95
per Month
Telephone
Services
23
Ericsson Call Center Manager (ECCM)
Customer leased equipment that will produce departments ACD
statistical reports.
$1,077.99
per Month
Telephone
Services
24
External Call Forwarding Extension
Allows forwarding capability from desk phone to an external
number.
$3.07
per Month
Telephone
Services
25
Freeset
Portable extension off the Ericsson Mobility Server which allows
digital extension to forward calls to an analog free set.
$47.43
per Month
Telephone
Services
24
SERVICE OR PRODUCT
Communications Services Network Coordinators:
Network Coordinator
Communications Services Network Operations:
Communications Services RAS/VPN Operations:
RAS/VPN Account
Communications Services Coordinators:
Communications Services Telephone Billing:
Telephone Billing
Communications Telephone Jr. Technologists:
Communications Services Telecom Operations:
69
RCIT Rate Quick Cross Reference
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Huntgroup
A pilot number with several extensions in rotation - calls are dialed
into a pilot number that routes to all members in a group.
$4.49
per Month
Telephone
Services
24
Off Premise Extension
Ericsson phone system extension that is extended to an off-site
facility which allows for 5 digit microwave calls on Ericsson
Telephone System.
$17.95
per Month
Telephone
Services
24
Operators-Workstation
RCRMC-Only. Answering position/CTI Application with the ability
to place and make calls with PC and phone.
$457.43
per Month
Telephone
Services
24
Personal Number Extension
Allows user to have up to 10 positions, as possible answering
positions programmed, per one phone extension.
$3.07
per Month
Telephone
Services
24
Phone-Gold
Instruments: D561,D661,D212,D4223 or 7310.
$44.88
per Month
Telephone
Services
21
Phone-Gold w/Key Panel
Instruments: D4223 or 7310 with side panel that acts as an
extension of the phone set.
$49.37
per Month
Telephone
Services
22
Phone-Platinum
Instruments: D562,D662,D203,D213,7316,7324 or 7960.
$53.86
per Month
Telephone
Services
22
Phone-Platinum w/2 Key Panels
Instruments:D203, D213,7316,7324 or 7960 with side panel that
acts as an extension of the phone set.
$62.83
per Month
Telephone
Services
22
Phone-Platinum w/Key Panel
Instruments:D203, D213, 7316,7324 or 7960 with two side panels
that act as an extension of the phone set.
$58.35
per Month
Telephone
Services
22
Phone-Silver
Instruments: D201,D202,D211,D531,501,601,631 or 7208.
$35.91
per Month
Telephone
Services
21
Security Analog Phone
Weather and vandalism proof single line phone (commonly
referred to as a "gorilla phone").
$22.44
per Month
Telephone
Services
24
Telecomm Access
5-digit dialing access capability for non-Ericsson PBX systems.
$17.95
per Channel
per Month
Telephone
Services
25
Telephone Upgrade
One time charge for upgrading phones to new Ericsson series
phones.
$122.93
per Upgrade
Telephone
Services
25
Voicemail Unified Messaging
Using Microsoft Exchange; end-user ability to access voicemail, email and fax via one number. A user may access e-mail and faxes
using text to speech through the Voicemail system; user may
access voicemail and faxes via e-mail, reading voicemail
messages and faxes using "speech to text".
$12.07
per Month
Telephone
Services
24
Voicemail Voice Form
Automated voice prompt feature of the Captaris voice mail system.
This is normally used in place of a written questionnaire.
$8.62
per Month
Telephone
Services
24
Voicemail Mailbox
An electronic storage medium directly integrated with the Ericsson
PBX. Voice mail provides the means to answer, page, notify "out
of office" and store messages.
$3.79
per Month
Telephone
Services
24
Voicemail Voice Paging/Fax
Paging or fax feature associated with a voice mail box.
$12.93
per Month
Telephone
Services
24
Voicemail Referral
A voice mail box that directs callers to a new telephone number.
$0.35
per Month
Telephone
Services
24
Consolidates security policy, incident response and investigations,
training development, threat alerts, forensics analysis and
investigations, architecture and design reviews of infrastructure
security solutions, and review of intrusion detection systems and
firewalls.
$8.81
per Desktop
per Month
Information
Security
57
$150.08
per Hour
Information
Security
58
SERVICE OR PRODUCT
Chief Information Security Officer Policy:
Security Desktop
Chief Information Security Officer ISA:
Security Office Technologist
Dedicated and customized departmental support for application
reviews, standards, policies, and BCP/DR reviews, taking into
account any unique or specialized business needs.
70
RCIT Rate Quick Cross Reference
SERVICE OR PRODUCT
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Systems Mobile Messaging Operations:
Blackberry Account
Blackberry integration to e-mail system for e-mail, calendaring,
contact management.
$28.12
per Account
per Month
Messaging
Services
47
Blackberry New Account
Setup of Blackberry services and license for new account.
$107.90
per New
Account SetUp
Messaging
Services
47
Email Technologist
Hourly rate for email systems engineering (consulting, break/fix
Support, design & implementation, etc.)
$138.16
per Hour
Messaging
Services
46
Email Technologist (After-Hours)
Hourly rate for email systems engineering (consulting, break/fix
support, design & implementation, etc.) after-hours.
$179.36
per Hour
Messaging
Services
46
Migration Services (Account)
Migration Services
$59.79
per Account
Messaging
Services
45
External GroupWise System Synchronization
(GWSystem)
Synchronization services for external GroupWise domains.
$5,739.59
per System
Yearly
Messaging
Services
45
Exchange on RCIT Server with routing, antivirus, antispam and
web access.
$39.56
Per Mailbox
per Month
Messaging
Services
44
Antispam Services (Account)
Antispam services
$1.28
Per Account
Messaging
Services
45
Mass Email Distribution (EmailDist)
Creation of mass emails for Countywide distribution.
$21.02
Per
Distribution
Messaging
Services
45
Exchange Web Access (ExDomain)
New rate for exchange web access.
$341.11
Per Domain
per Month
Messaging
Services
45
External Exchange System Synchronization
(ExSystem)
Synchronization services for external exchange systems.
$10,985.10
Per System
Yearly
Messaging
Services
45
GroupWise Web Access (GWDomain)
New rate for GroupWise web access.
$214.26
Per Domain
per Month
Messaging
Services
45
Email Routing (Routed Domain)
SMTP routing only
$406.10
Per Routed
Domain per
Month
Messaging
Services
45
Antivirus for Exchange (RoutedExUser)
Exchange user antivirus services.
$0.83
Per Mailbox
per Month
Messaging
Services
45
Antivirus for GroupWise (RoutedGWUser)
GroupWise users antivirus services.
$1.58
Per Mailbox
per Month
Messaging
Services
45
Additional Hosted Server CPU (Add-dCPU)
Additional CPU (any speed) on hosted server.
$57.20
Systems
Infrastructure
(Data Center)
48
Additional Hosted Server Disk Space (Add-dDiskU)
Additional disk space on hosted server in increments of 20GB.
$111.35
Systems
Infrastructure
(Data Center)
48
Additional Hosted Server Memory (Add-dMemU)
Additional memory on hosted server in increments of 256MB.
$6.07
Systems
Infrastructure
(Data Center)
48
Hosted Server (BSUd)
Hosted server unit based on standard configuration of 1 CPU,
10GB disk space and 256MB memory.
$938.75
Systems
Infrastructure
(Data Center)
48
Premium DR Services for Hosted Servers (BSUdSafe)
DR Services. Add on Service to Hosted Server Unit.
$120.79
Systems
Infrastructure
(Data Center)
48
Systems Email Engineering:
Systems Email Hosting:
Email Account Hosting
Systems Email Services:
Systems Infrastructure Server Data Center:
71
Per
Additional
CPU per
Month
Per
Additional
Storage Unit
(20GB) Per
Per
Additional
Memory Unit
(256MB) Per
Per Hosted
Server Unit
Per month
Per Hosted
Server Unit
Per month
RCIT Rate Quick Cross Reference
SERVICE OR PRODUCT
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
$134.49
Per Lab Hour
Systems
Infrastructure Lab
Services
49
Systems Sandbox:
Lab Access (Server)
Access to the test lab environment.
Operations Support Data Center Connectivity:
Port 100MB
Server connection to Cornet at 100 MB speed.
$9.79
Per Port per
Month
Operations
Support Services
50
Port 10MB
Server connection to Cornet at 10 MB speed.
$4.90
Per Port per
Month
Operations
Support Services
50
Port 1GB
Server connection to Cornet at Gigabit speed.
$14.69
Per Port per
Month
Operations
Support Services
50
Floor Space - Square Foot
Rental of floor space per square foot contained within the Data
Center.
$8.46
per Square
Foot per
Month
Operations
Support Services
51
Floor Space - Unit
Rental of rack space by the unit (unit=1.75 inches in height)
contained within the Data Center.
$9.28
per Unit per
Month
Operations
Support Services
51
Floor Space Unit - Secured
Rental of floor space that is secured in a cage within the Data
Center.
$9.46
per Unit per
Month
Operations
Support Services
51
Operations Support Data Center Floor Space:
Operations Support Mainframe Engineering:
Mainframe Technologists
Systems programmer who maintains and enhances OS and 3rd
party software executing on the mainframe.
$108.32
per Hour
Operations
Support Services
53
Mainframe Technologists (After-Hours)
Systems programmer who maintains and enhances OS and 3rd
party software executing on the mainframe after-hours.
$162.48
per Hour
Operations
Support Services
53
Operator
Computer Operator who operates and monitors various computer
platforms.
$75.47
per Hour
Operations
Support Services
52
Operator Services (After-Hours)
Overtime rate for after hours support - used if operator is called in
for after-hours support (not for scheduled overtime).
$113.21
per HourPremium
Operations
Support Services
52
24 X 7 hosting of the Property System including operating,
maintaining, software licensing, and disaster recovery for property
components running on the mainframe.
$204,888.17
per Month
Operations
Support Services
51
System & Application Technologist
Server Engineer - advancing trouble shooting and diagnostic
skills, building Windows domains with Active Directory or Novell
Trees, installing Windows or Novell servers for an entire
department, resolving security issues. Monitor, update, patch,
customize servers. Manage backup of data on servers.
$142.72
per Hour
Systems
Engineering
Services
37
System & Application Technologist (After-Hours)
Server Engineer - advancing trouble shooting and diagnostic
skills, building Windows domains with Active Directory or Novell
Trees, installing Windows or Novell servers for an entire
department, resolving security issues. Monitor, update, patch,
customize servers. Manage backup of data on servers afterhours.
$214.09
per HourPremium
Systems
Engineering
Services
37
Desktop Technologist
Desktop Engineer - advancing trouble shooting and diagnostic
skills, building customized computer images, installing new
computers for entire department, resolving security issues or
working with System Administrators on Network devices like
switches and routers.
$84.02
per Hour
Desktop
Computing
Services
54
Desktop Technologist (After-Hours)
Desktop Engineer - advancing trouble shooting and diagnostic
skills, building customized computer images, installing new
computers for entire department, resolving security issues or
working with System Administrators on Network devices like
switches and routers after-hours.
$126.04
per HourPremium
Desktop
Computing
Services
55
Operations Support Operator Services:
Operations Support SBM Enterprise Apps Hosting:
Property System Hosting
Services and Support Server Engineering:
Services and Support Desktop Engineering:
72
RCIT Rate Quick Cross Reference
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
Completely troubleshoot, manage, repair, inventory, install, setup,
configure and customize desktop hardware and software on a
computer. This rate includes "the computer, monitor and software"
along with the support of the computer.
$100.94
per Desktop
per Month
Desktop
Computing
Services
54
System Administrator - expert in Enterprise Storage. They can
design, configuration and enhance all your storage needs. They
will also monitor the storage for speed. They will upgrade, patch
and maintain the storage environment.
$137.64
per Hour
Managed Data
Storage Services
35
Provide connectivity to the network for storage that is owned by
the customer (SAN Switch Connection).
$6.61
per Bus Port
per Month
Managed Data
Storage Services
34
MB-BACKUP
Scheduled and unscheduled backup and/or restore of specified
customer data.
$0.0040250
per MB per
Month
Managed Data
Storage Services
35
MB-BACKUP-OFFSITE
Add-on feature to MB-Backup: Backup of specified data to tapes
and remove off-site. Ability to retrieve tapes from off-site storage
and restore the customer data.
$0.0019333
per MB per
Month
Managed Data
Storage Services
35
SERVICE OR PRODUCT
Services and Support Desktop and Printer Services:
Desktop
Services and Support Enterprise Storage:
Enterprise Storage Technologist
Services and Support Machine Storage:
MB-BUS
Services and Support Storage Management:
Applications Development Hosting:
Basic Application
Standard web-based applications that involve design, hosting, and
support services with simple databases.
$839.45
Per
Application
Per Month
Application
Development
Hosting Service
26
Complex Application
Complex applications are based on customization, design and
support requirements. Typically these are enterprise level or have
complex programming requirement and databases.
$2,027.16
Per
Application
Per Month
Application
Development
Hosting Service
26
Static Agency Web Site
Hosting service for customer maintained websites with static
content.
$120.07
Per Web Site
Per Month
Application
Development
Hosting Service
26
Dynamic Agency Web Site (WCMS)
Hosting service for customer maintained websites with dynamic
content.
$1,471.46
Per Web Site
Per Month
Application
Development
Hosting Service
26
Applications Development Non Web Engineering:
Applications Development Engineering
Expert level rate for dynamic applications development
engineering.
$123.24
per Hour
Application
Development
Services
27
Applications Development Engineering (After-Hours)
Expert level rate for dynamic applications development
engineering after-hours.
$183.46
per Hour
Application
Development
Services
27
Applications Development Web Engineering
Basic rate for static website development services.
$103.29
per Hour
Application
Development
Services
27
Applications Development Web Engineering (After
Hours)
Basic rate for static website development services after-hours.
$152.27
per Hour
Application
Development
Services
27
Database Technologist
Expert level application database engineering and administration
services.
$129.01
per Hour
Application
Development
Services
33
Database Technologist (After-Hours)
Expert level application database engineering and administration
services after-hours.
$193.60
per Hour
Application
Development
Services
33
Oracle Database Management for Web Apps
(AWSU)
Oracle database management service for web-based applications
based on complexity of the database. The formula used for the
Oracle ASU = (Oracle database tables * Oracle database table
spaces).
$5.50
per AWSU
per Month
Application
Development
Services
32
Oracle Database Storage (MB)
Oracle database storage - charged by size of database.
$0.0629167
per MB per
Month
Application
Development
Services
32
Applications Development Web Engineering:
Applications Database Engineering:
Applications Database Oracle Operations:
73
RCIT Rate Quick Cross Reference
DEFINITION
FY 07/08
RATE
UNIT
CATALOG
REFERENCE
PG IN
CAT.
SQL ASU
SQL database management service for applications based on the
complexity of the database. The formula used for the Oracle ASU
= (Oracle database tables * Oracle database table spaces).
$2.51
per ASU per
Month
Application
Development
Services
32
SQL Database Storage (SQL MB)
SQL database storage - charged by size of database.
$0.1450
per MB per
Month
Application
Development
Services
32
$6.93
per ASU
Application
Development
Services
30
SERVICE OR PRODUCT
Applications Database SQL Operations:
Applications Development SBM ASP Speech Portal:
CTI Service Unit
Computer Telephony Integration (CTI) ASU = (Number of agent
transactions) x (Minutes).
Speech Portal
Speech Portal, also known as Voice Portal, is similar to IVR which
is an automated telephone information system. It may be used to
provide information 24 hours a day or to route callers to the
appropriate human telephone agents. Speech Portal includes
additional features such as text to speech conversion and speech
recognition systems which allow the users to obtain desired
information more quickly.
$0.1550
per Minute
Application
Development
Services
29
Interactive Voice Response is an automated telephone information
system that speaks to the caller with a combination of fixed voice
menus and data extracted from databases in real-time. It allows
for the exchange of information 24 hours a day or for routing
callers to the appropriate human telephone agents.
$0.3120
per Minute
Application
Development
Services
29
Remedy update license
$274.67
per Month
per
Subscription
Application
Development
Services
31
Applications Development ASP IVR:
IVR
Applications Development Remedy Operations:
Update Subscription
74