IT Shared Services Catalog | 28 ECM Hardware and Software  Procurement, management and refresh of server and storage hardware.  ECM application installation and upgrades.  OnBase server software licenses for a wide variety of server modules. The list of modules is available from Admin.  Application of functional patches, service packs, security patches and bug fixes to ECM software.  Web access for content retrieval available within state security requirements.  Privacy of agency data and images. ECM data and images can only be seen by the agency, not by other agencies.  Disaster recovery for servers: Admin will provide disaster recovery on ECM infrastructure. OnBase Data Storage  OnBase data storage includes an initial allocation of up to 50GB of primary storage and up to 50GB of replicated storage. ECM Configuration and Administration  Work through the formal IT change management process where applicable for the customer.  Promote requested configurations to production on an agreed upon weekly schedule.  Ensure backups are performed.  Provide a production environment and a quality assurance/test environment (two system landscape).  Coordinate/facilitate the creation of disk groups based on customer requests. ECM Systems Monitoring and Support  Monitor ECM infrastructure environment for availability and performance issues and resolve in a timely manner.  Escalate ECM software issues to vendor for resolution.  Use diagnostic information to assist the agency in resolving issues. Act as liaison between the agency and Hyland.  Produce system utilization reports per agency request. ECM Training and Orientation  Provide agency staff with an orientation on the use of the system. ECM Custom Consulting  This offering is available to agencies that have limited resources to deploy a new ECM landscape or develop major enhancements to existing Admin ECM solution. This offering provides the agency with external professional services resources to assist in the deployment and custom configuration of an ECM solution.  The general ECM custom consulting engagement process is as follows: Admin will assist the agency in coordinating a scoping meeting with Admin’s ECM external service provider. The agency and the ECM external service provider will work together to scope a statement of work ENTERPRISE CONTENT MANAGEMENT – SERVICE DETAIL