HomeMy WebLinkAbout05605 - GOVERNMENTJOBS.COM INC DBA NEOGOV INSIGHT HIRING MGMT SOFTWARE xsuyapeea vnllne rage A oS L
I Purchase O r PO Printed Date:
iv05rz0o8
PAYMENT COPY
04 nL s°T, 12 Approved for full payment
CITY OF PALM SPRINGS ❑ Close PO-unentsumbsr
.� Procurement&Contracting Division •nln AlGntme
3200 East Tahquitz Canyon Way
Palm Springs,CA 92262 -
�A+.iv6e-1'j� Noma:
Date
V P1232 00001232 Purchase Order
E GovernmenWobs.Com,Inc Number
N 222 N.Sepulveda Blvd.,Suite 2000 PO Dale: 12l042008 09-0518 : 0
O El Segundo,CA 90245 Buyer: Mari Lynn Boswell
0 US Phone M (760)323-8237
R ALL PACKING SLIPS,
FOB: F.O.B.,Destination INVOICES AND
Terms: Net 30 CORRESPONDENCE
MUST REFERENCE THIS
NUMBER-
S e
H 11600-HUMAN RESOURCES I Accounts Payable
I HMRSi -Human Resources L PO BOX 2743
P 3200 F.Tahquitz Canyon Way L PALM SPRINGS,CA 92263
Palm Springs,CA 92262 US
T US T
0 0
Department Bid Number Requisition Delivery Date
Number
11600-HUMAN RESOURCES 11600-09-01360 Days ARO
Item Class-Item Bid Req Line quantity Unit Unit Total
Item# Item# Price
1 (952 - 58) INSIGHT ENTERPRISE USER 11600-09-01360-1 1.0 EA-Each $6,400.00 $6.400.00
LICENSE FOR THE PERIOD FROM
12/1/2008 THROUGH 1 2/1 112 0 09. ,
GOVERNMENT-JOBS-COM)
2 (952 - 58)GOVERNMENTJOBS-COM 11600-0"1360-2 1.0 EA-Each $1.560-00 $1,560-00
UNLIMITED JOB POSTING LICENSE
3 AUTHORIZATION:AS PER SERVICE -
AGREEMENT DATED 12112107 AND
APPROVED BY THE CITY MANAGER-
FYI Account Code Dollar Amouht
9 1 1160 43805 ' $7,960,00
Subtotal $7.960.00
Tax $0-00
Freight $0.00
Discount SO-00
Total $7,960-00
h ://wwwl. alms rin -ca- v ? — &r... 12/5/2008
6'
Service Agreement q
T SON-LINE SERVICES AGREEMENT (this "Agreement") is made and entered into this / day of
_ 2007, by and between Governmentdobs.com, Inc., a California corporation (d/b/a
"NEOGOV"), and the city of Palm Springs a public entity acting by and through its duly appointed representative
("Customer").
1. Provision of On-line Services.
(a) Customer hereby engages NEOGOV, and NEOGOV hereby agrees (subject to the terms and conditions set forth
herein), to provide the services (the "Services") more fully described in this Agreement and in the system overview
attached hereto as Exhibit A(the"System Overview")- Customer hereby acknowledges and agrees that NEOGOV's
provision and performance of the Services is dependent and conditioned upon Customer's full performance of its duties,
obligations and responsibilities hereunder.
2. Additional NEOGOV Responsibilities.In connection with the performance ofthis Agreement,NEOGOV shall be
responsible for the followhtb:
(a) NEOGOV shall provide all required hosting and operations support for the applications described in the System
Overview in a centralized facility.
(b) NEOGOV shall follow those support, maintenance and other procedures and shall provide those support,
maintenance and other services to Customer more fully described in this Agreement and the System Overview.
3. Customer Responsibilities-In connection with the performance of this Agreement and the provision of the Services,
Customer shall be responsible for the following:
(a) NEOGOV's logos, including the"powered by" logo, may appear on the"employment opportunities",'job
description"and other pages of Customer's web site.
(b) Customer shall be responsible for ensuring that Customer's use of the Services and the performance of Customer's
other obligations hereunder comply with all laws applicable to Customer.
(c) Customer shall be responsible, as between NEOGOV and Customer, for the accuracy and completeness of all
records and databases provided by Customer in connection with this Agreement for use on NEOGOV's system.
4. Ownership,Protection and Security.
(a) The parties agree that the NEOGOV marks and the Customer marks shall both be displayed on and through
NEOGOV's system(s).
(b) Ownership of any graphics, text, data or other information or content materials and all records and databases
supplied or furnished by Customer hereunder for incorporation into or delivery through the application(s)described in the
System Overview shall remain with Customer,and NEOGOV shall cease use ofall such material upon termination ofthis
Agreement.
(c) Customer acknowledges and agrees that nothing in this Agreement or any other agreement grants Customer any
licenses or other rights with respect to NEOGOV's software system(source code or object code)other than the right to
receive Services as expressly provided herein. NFOGOV shall retain all ownership in the intellectual property and all
other proprietary ridlrts and interests associated with NEOGOV's software system and Services and all components
thereof and associated documentation, except as expressly provided herein.
(d) NEOGOV grants to Customer a limited license during the term of this Agreement to use and reproduce NEOGOV's
trademarks and logos for purposes of including such trademarks and logos in advertising and publicity materials slid links
solely as permitted hereunder. All uses of such trademarks and logos shall conform to Customer's standard guidelines
and requirements for use of such trademarks and lobos.
5. NEOGOV Representations and Warranties.
(a) Scr ice Performance Warranty. NEOGOV warrants that it will perform the Services in a manner consistent with
industry standards reasonably applicable to the performance thereof.
(b) No Other Warranty. EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH IN THIS SECTION 5,THE
SERVICES ARE PROVIDED ON AN"AS 1S"BASIS,AND CUSTOMER'S USE OF THE SERVICES IS AT ITS
OWN RISK. NEOGOV DOES NOT MAKE, AND HEREBY DISCLAIMS, ANY AND ALL OTHER EXPRESS
AND/OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NONINFRINGEMENT AND TITLE, AND
ANY WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE,OR TRADE PRACTICE. NEOGOV
DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED,ERROR-FREE,OR COMPLETELY
SECURE.
(c) Disclaimer of Actions Caused by and/or Cinder the Control of Third Parties. NEOGOV DOES NOT AND
CANNOT CONTROL THE FLOW OF DATA TO OR FROM THE NEOGOV SYSTEM AND OTHER PORTIONS
OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET
SERVICES PROVIDED OR CONTROLLED BY THIRD PARTIES. AT TIMES,ACTIONS OR INACTIONS OF
SUCH THIRD PARTIES CAN IMPAIR OR DISRUPT CUSTOMER'S CONNECTIONS TO THE INTERNET(OR
PORTIONS THEREOF). ALTHOUGH NEOGOV WILL USE COMMERCIALLY REASONABLE EFFORTS TO
TAKE ALL ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, NEOGOV
CANNOT GUARANTEE THAT SUCH EVENTS WILL NO I'OCCUR. ACCORDINGLY,NEOGOV DISCLAIMS
ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS-
G. Publicity. Following execution of this Agreement, the parties hereto may issue a press release, the form and
substance of which shall be mutually agreeable to the parties, announcing the relationship created by this Agreement.
Except as expressly contemplated herein,neither party shall issue any additional press release which mentions the other
party or the transactions contemplated by this Agreement without the prior consent of the other party,which consent shall
not be unreasonably withheld.
7. Nondisclosure. Through exercise of each parry's rights under this Agreement, each party may be exposed to the
other parry's technical, financial, business, marketing, planning, and other information and data, in written, oral,
electronic,magnetic,photographic and/or other forms,including but not limited to(i)oral and written communications of
one party with the officers and staff of the other party which are marked or identified as confidential or secret or similarly
marked or identified and(ii) other communications which a reasonable person would recognize from the surrounding
facts and circumstances to be confidential or secret("Confidential Information")and trade secrets.In recognition of the
other parry's need to protect its legitimate business interests,each party hereby covenants and agrees that it shall regard
and treat each item of information or data constituting a trade secret or Confidential Information of the other party as
strictly confidential and wholly owned by such ether party and that it will not,without the express prior written consent of
the other party or except as required by law including the Public Records Act of the State of California, redistribute,
market,publish,disclose or divulge to any other person,firm or entity,or use or modify for use,directly or indirectly in
any way for any person or entity:(i)any of the other parry's Confidential Information during the term of this Agreement
and for a period of three (3) years after the termination of this Agreement or, if later, from the last date Services
(including any warranty work) are performed by the disclosing party hereunder;and(ii)any of Elie other pary's trade
secrets at any time during which such information shall constitute a trade secret under applicable law.
8. Liability Limitations.
(a) If promptly notified in writing of any action brought against Customer based on a claim that NEOGOV's Services
infringe a United States patent, copyright or trademark right of a third party (except to the extent such claim or
infringement relates to any third party software incorporated into NEOGOV's applications),NEOGOV will defend such
action at its expense and will pay any and all fees,costs or damages that may be finally awarded in such action or any
settlement resulting from such action (provided that Customer shall permit NEOGOV to control the defense of such
action and shall not make any compromise, admission of liability or settlement or take any other action impairing the
defense of such claim without NEOGOV's prior written approval).
• •
(b) Customer acknowledges and agrees:(!)that NEOGOV has no proprietary,financial,or other interest in the goods or
services that maybe described in Or offered through Customer's web site;and(ii)that except with respect to any material
supplied by NEOGOV, Customer is solely responsible(as between NEOGOV and Customer)for the content,quality,
performance,and all other aspects of the goods or services and the information or other content contained in or provided
through Customer's web site.
(c) OTHER THAN THOSE WARRANTIES EXPRESSLY SET FORTH IN THIS AGREEMENT,NEOGOV
DOES NOT MAI{E ANY WARRANTIES TO CUSTOMER OR ANY OTHER PERSON OR ENTITY,EITHER
EXPRESS OR IMPLIED (INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF
MERCHANTA131LITY OR FITNESS FOR A PARTICULAR PURPOSE) WITH RESPECT TO TEIE
SERVICES PROVIDED HEREUNDER. NEOGOV SHALL NOT BE LIABLE TO CUSTOMER OR TO ANY
OTHER PERSON OR ENTITY,UNDER ANY CIRCUMSTANCE OR DUE TO ANY EVENT WHATSOEVER,
FOR CONSEQUENTIAL OR INDIRECT DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF
PROFIT,LOSS OF USE OR BUSINESS STOPPAGE.
(d) Under no circumstances shall NEOGOV's total liability to Customer or any other person,regardless ofthe nature of
the claim or form of action(whether arising in contract,tort,strict liability or otherwise),exceed the aggregate amount of
fees and revenue received by NEOGOV hereunder for the prior twelve(12)month period;provided,however that the
foregoing limitations set forth in this Section 8(d)shall not apply to actions brought under 8(a)above or to any injury to
PLUMS or damages to property arising out of NEOGOV's gross negligence or willful,gross misconduct.
9. Term and Termination,
(a) This Agreement shall commence as of the date hercofand remain in effect for twelve(12)months unless terminated
by either party as set forth herein("Initial Term").
(b) This Agreement may be renewed for additional terms ("Renewal Term") equal in duration to the Initial Term
provided Customer notifies NEOGOV ar least thirty(30)days prior to the end of the Initial Term or a Renewal Term.
(c) NEOGOV reserves the right to terminate this Agreement immediately if the Services provided hereunder become
illegal or contrary to any applicable law,rule,regulation or public policy. Each party shall have the right to terminate this
Agreement upon sixty(60)days prior written notice to the other party.
(d) Within sixty(60)days of notification of termination of this Agreement,NFOGOV shall provide Customer with a
dedicated data files suitable for importation into commercially available database software(e.g.,MS-Access or MS-SQL)
The dedicated data files will be comprised of Customer's data contained in NEOGOV's system. The structure of the
relational darabase will be specific to the Customer's data and will not be representative of the proprietary NEOGOV
database.
10. Pavments.
(a)Initial Term. See Exhibit B (Order Form).
(b)Renewal Term(s). For each Renewal Term,NFOGOV will continue to provide Customer with the Services,and will
provide maintenance and support services as described herein, provided Customer issues a purchase order or
modification to this Agreement and pays NEOGOV in advance the annual recurring charges then in effect. Ifthere is an
increase in annual maintenance and support charges,NEOGOV shall give Customer written notice of such increase at
least thirty(30)days prior to the expiration of the applicable term.
11. Force Maieure. NEOGOV shall not be liable for any damages,costs,expenses or other consequences incurred by
Customer or by any other person or entity as a result of delay in or inability to deliver any Services due to circumstances
or events beyond NEOGOV's reasonable control,including,without limitation: (i)acts of God;(h)changes in or in the
interpretation of any law,rule,regulation or ordinance;(iii)strikes,lockouts or other labor problems;(iv)transportation
delays;(v)unavailability of supplies or materials;(vi)fire or explosion;(vii)riot,military action or usurped power;or
(viii)actions or failures to act on the part of a governmental authority.
12. PiLLybacic Clause, It is understood and agreed by Customer and NEOGOV that any governmental entity may
purchase the services specified herein in accordance with the prices,terms,and conditions of this agreement. It is also
understood and agreed that each local entity will establish its own contract with NEOGOV,be,invoiced therefrom and
make its own payments to NEOGOV in accordance with the terms of the contract established between the new
governmental entity and NEOGOV. It is also hereby mutually understnod and agreed that Customer is not a legally
bound party to any contractual agreement made between NEOGOV and any entity other than Cusbiner.
13, Miscellaneous,Either party may not assign its rights or obligations under this Agreement without the prior written
consent of the other party. This Agreement may not be modified or amended(and no rights hereunder may be waived)
except through a written instrument signed by the party to be bound. This Agreement constitutes the entire agreement
between the parties with respect to the subject matter hereof and shall be governed by and construed in accordance with
the laws ofthe State of California,withootgiving effect to conflict of law rules. Customer acknowledges and agrees that
this Agreement is not intended to be and shall not be construed to be a franchise or business opportunity,
IN WITNESS WHEREOF,the parties have caused this Agreement to be executed by their respective duly authorized
officers as of the date set forth above, Not To Exceed $ �5 � 16 13,
Customer CITY OF PALM SPRINGS Without The Express Written
Authorization Of The City
Manager.
By:
Name; DAVIDH. READY sq., Ph.LY I �F� AppROVEDASTOFQRAk
Title: CITY MANAGER v ��
GovernmentJobs.com,Inc., a California corporation By-
Title' i7 yfJ�l/E
Ey, ,
Name:
Title:
Date:
• •
Order Form N EOGO m
EXHIBIT A—ORDER FORM
Customer: Bill To:
City ofPLim S rats City ofPahn Springs
Sue Mills-Human Resources Sue Mills-Human Resources
3200 E Taltnui_tz Canyon Way 3200 F Tahquitz Canyon Way
Paint Springs,-CA 92262 Palm Springs, CA 92262
Quote Date. 9/6/07 Revision: 1
Valid From: 9/6/07
Valid To: 10/15/07 Order Number:
RE quested Service Date: 'M Initial Term: 12 Months
Order Sunimary
,Sl. 'rl, ., . � , � �,, ',✓ � Annual Non-',' ,
Recurring Recnrrint
Line "" 1)escri tion�' Cast Cost
1.0 Insight Ente rise Edition
1.1 Subscri rion License $6,400.00
1.2 Provisioning 5 000,00
1.3 Training 2500.00
1.4 Government7obs.com Subscription(20%Discount '1$ ,56o.00
Sub Total: $7 960.00 $7 500.00
Order Total:. J15460.00'
tMore detailed descriptions of the services are contained in the order detail for each service,which are incorporated
herein and made a part hereof by this reference.
NEOGOV, Inc. Proprietary and Confidential Page 5 of 8
Order Form
NEOG 0)rJi"m
Order Detail
1.0 Insight Enterprise Edition
1.1 License Subscription
The Customer's subscription to the Insight Hiring Management Software includes the
following functionality:
Recruitment
• Customized online job application
• Acceptjob applications online
• Online applications integration with current agency website
• Online job announcements and descriptions
• Automatic online job interest cards
• Proactively search your applicant database
• Real-time database of all applicant information
• Recruitment and examination planning
Selection
• Create, store, and reuse supplemental questions in the Insight item bank
• Screen applicants automatically as they apply
• Define unique scoring plans per recruitment, or copy existing scoring plans
Test Item bank (optional in TMS)
• Conduct item analysis
Test processing (automatically input Scantron test data sheets)`
• Test analysis and pass-point setting
• Score, rank, and refer applicants
Applicant Tracking
• Email and hardcopy notifications
• EEO Data collection and reports
Track applicants by step/hurdle
• Schedule written, oral, and other exams
• Detailed applicant history record
• Skills tracking and matching
Reporting and Analysis
• Collect and report on EEO data
• Analyze and report on adverse impact and applicant flow
• Track and analyze data such as time-to-hire, recruitment costs, staff workload,
applicant quality, etc.
• Over 80 standard system reports
• Ad Hoc reporting tool
HR Automation
• Create and route job requisitions
• Refer and certify applicants electronically
• Scan paper application materials
" Cost of the scanner is not included unless listed on Exhibit A—ORDER FORM
Requires a Scantron or similar Optical Mark Reader (OMR) scanner, special forms,
form set-up, and scanner software, which are not included unless listed on Exhibit A
—ORDER FORM
NEOGOV, Inc. Proprietary and Confidential Page 6 of a
Order Form NEOGOV
Additionally, during the term of the subscription, the Customer will be provided:
Unlimited Customer Support(9.00 AM —9:00 PM PT)
Customer Support shall be provided to the Customer both on-line and by telephone
Monday— Friday, 9:00 AM — 9:00 PM PT (excluding NEOGOV holidays).
Product Upgrades to Licensed Software
Customer shall receive all product upgrades to purchased package. Product upgrades are
automatic and available upon the next login following a product upgrade rollout. Product
upgrade rollouts are generally released every three months.
1.2 Provisioning
The following activities are conducted as part of the Insight Enterprise implementation
• Conduct a project kick off meeting to review the project timeline, deliverables, and
establish project expectations
• NEOGOV will establish an Agency-specific training environment that will be used
during training and post-training to allow the Agency to learn the system and begin
defining new roles, responsibilities, and activities within the HR staff
• NEOGOV will conduct eight hours of on line instructor led training. NEOGOV will
provide all required user exercises and user guides to the Agency.
• Once the core user community is comfortable with the system (typically within 10 hours
of hands-on use) they will train the remaining HR staff to complete their tasks using
Insight.
• Between the training and go-live, NEOGOV will complete the following activities.
o Creating an agency-specific training environment which is used by your agency
during training and afterwards to train in prior to moving into production
o Configure printable job bulletin
o Integrate your new production job opportunities, promotional opportunities, and
class specifications web pages into your existing agency website
o Establish the Agency's Insight Enterprise production environment
1.3 Training
NEOGOV will deliver training to Agency recruiters. We will provide all required user
exercises and user guides to the Agency.
Following the training, your agency will have full access to the training environment.
Additionally, your agency has full access to our Customer Support Help Desk during the
training to help new users fully utilize Insight. Our existing customers find that this unique
implementation approach enables their users to become familiar with Insight in a safe
environment, promoting system use and leading to a more successful rollout.
NEOGOV, Inc. Proprietary and Confidential Page 7 of 8
Order Form NEOGOW
Order Form Terms and Conditions:
(1) The Customer hereby orders and GovernmentJobs.com, Inc. (d/b/a NEOGOV, Inc.,
hereafter"NEOGOV") agrees to provide the services described in this Order Form. THE
SERVICES ARE PROVIDED PERSUANT TO THE TERMS AND CONDITIONS OF THIS
ORDER FORM AND THE SERVICE AGREEMENT BETWEEN NEOGOV AND THE
CUSTOMER.
(2) The Customer agrees that the payment schedule is as follows:
Provide all required software and licenses
• One hundred percent (100%) of the annual license price is payable within thirty (30) days
of execution of this Order Form and Service Agreement. ($6,400.00) + ($1,560.00)
Software Provisioning for first half of Insight Enterprise
• Fifty percent (50%) of the non-recurring costs are to be paid to NEOGOV within thirty
(30) days of the execution of this Order Form and Service Agreement. ($2,500.00)
Completion of Training
• One hundred percent (100%) of the training price is payable within thirty (30) days of
completion of training. ($2,500.00)
Software Provisioning for second half of Insight Enterprise (completion of post
evaluation)
• Fifty percent (50%) of the non-recurring casts are to be paid to NEOGOV within thirty
(30) days following the thirty day post-training period. ($2,500.00)
(3) Neither the Customer nor NEOGOV will be bound by this Order Form until it has been signed
by authorized representatives of bath parties.
(4) Changes or alterations to this Order Form will not be accepted.
THERE ARE SIGNIFICANT ADDITIONAL TERMS AND CONDITIONS, WARRANTY
DISCLAIMERS AND LIABILITY LIMITATIONS CONTAINED IN THE SERVICE AGREEMENT
BETWEEN THE CUSTOMER AND NEOGOV.
DO NOT SIGN THIS ORDER FORM BEFORE YOU HAVE READ THE SERVICE AGREEMENT
IN ITS ENTIRETY. YOUR SIGNATURE BELOW INDICATES THAT YOU HAVE READ THE
SERVICE AGREEMENT AND AGREE TO BE BOUND BY ITS PROVISIONS.
Customer NEOGOV, Inc.
Signature:
Print Name: Print Name:
Title: `�� y /� e 2 Title:
Date: Date:
NEOGOV, Inc. Proprietary and Confidential Page 8 of 8
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NEOGOV Insight Technical Overview
NEOGOV's application and hardware infrastructure is one of the reasons why agencies nationwide have
chosen us to provide them with workforce management software. Please find below a brief overview of
our security practices followed by our responses to frequently asked technical questions.
Security Overview
World-Class Security Infrastructure
NEOGOV provides state-of-the-art security to ensure that your data is never compromised. At NEOGOV,
we know that security is crucial to you—that's why security is our top priority. We devote significant
resources to continually develop our world-class security infrastructure. The result: We deliver
unsurpassed security and privacy of our customers' information.
When you sign up with NEOGOV, you'll enjoy the protection and peace of mind that only our world-class
security infrastructure can provide.
Security Measures
Our security measures include the following:
• Expert team of experienced, professional engineers and security specialists dedicated to round-
the-clock protection of data and systems
• Continuous deployment of proven, up-to-date firewall protection, SSL encryption, and other
security technologies
• Ongoing evaluation of emerging security developments and threats
• Redundant architecture
• Total commitment to a secure, scalable, private CoIIOCated system (Unlike a hosted system
arrangement, NEOGOV manages all aspects of its operations.)
Security Details Description
Physical Security Our production equipment is collocated in the SBC
Data Center in Irvine, CA. SBC is a tier 1 data
center which offers the highest level of security and
redundancy available. The facility provides 24-hour
physical security, palm print and picture
identification, redundant electrical generators,
earthquake protection, fire protection, and other
backup equipment designed to keep servers
continually up and running. Additionally, SBC
maintains dual Internet backbone connections to
ensure connectivity in the event of a failure.
Perimeter Defense The network perimeter is protected by multiple
firewalls and monitored by intrusion detection
systems—all sourced from industry-leading
security vendors. In addition, NEOGOV monitors
and analyzes device logs to proactively identify
security threats.
Data Encryption NEOGOV utilizes the strongest encryption products
to protect customer data and communications,
including 128-bit Verisign SSL Certification and
1024 Bit RSA public keys. The lock icon in the
browser indicates that data is fully shielded from
access while in transit.
User Authentication Users access NEOGOV only with a valid username
and password combination, which is enc ted via
Security Details Description
SSL while in transmission. Encrypted session
tracking is used to uniquely identify each user. For
added security, the session key is automatically
scrambled and re-established in the background at
regular intervals.
Application Security Our robust application security model prevents one
NEOGOV customer from accessing another's data.
This security model is reapplied with every request
and enforced for the entire duration of a user
session.
Internal Systems Security Inside of the perimeter firewalls, systems are
safeguarded by network address translation, port
redirection, IP masquerading, non-routable IP
addressing schemes, and more. Exact details of
these features are proprietary-
Operating System Security NEOGOV enforces tight operating system-level
security by using a minimal number of access
points to all production servers. We protect all
operating system accounts with strong passwords,
and production servers do not share a master
password database. All operating systems are
maintained at each vendor's recommended patch
levels for security and are hardened by disabling
and/or removing any unnecessary users, protocols,
and processes.
Database Security Whenever possible, database access is controlled
at the operating system and database connection
level for additional security. Access to production
databases is limited to a number of points, and
production databases do not share a master
Password database.
Server Management Security All data entered into the NEOGOV application by a
customer is owned by that customer. NEOGOV
employees do not have direct access to the
NEOGOV production equipment, except where
necessary for system management, maintenance,
monitoring, and backups. NEOGOV does not
utilize any managed service providers. The
NEOGOV team provides all system management,
maintenance, monitoring, and backups.
Reliability and Backup All networking components, firewalls, load
balancers, Web servers, and application servers
are configured in a redundant configuration.
Customer data is stored on a primary database
server that is clustered with a backup database
server for redundancy. All customer data is stored
on disk storage that is mirrored across different
storage cabinets and controllers. All customer
data, up to the last committed transaction, is
automatically backed up on a nightly basis.
Additionally, data is continuously backed up online
in real-time using Iron Mountain's Electronic
Vaulting, and it is stored in the secure off-site
storage facilities. Disaster recovvy plans are in
Security Details Description
place
Question
Is all access to and from the servers encrypted? Yes, all access to and from the servers is
encrypted using 128-bit SSL certificates.
Do you have procedures for identifying security Yes, we have procedures for identifying security
breaches? breaches. In addition to automated security
detection with firewalls, intrusion detection
systems, and anti-virus systems, we have also
outlined manual security procedures that enforce
our securi olio .
Do you have standards for server& network Yes, we have standards for server and network
hardening? Are these resources periodically hardening since it is the first line of defense against
audited to ensure integrity? a possible intrusion. We audit our infrastructure on
a regular basis to ensure that all non-essential
services are shutdown and a strict access control
policy is in place. All relevant security updates are
applied to the system to safeguard against all
known vulnerabilities.
How are firewall, o/s, database, anti-virus and other Firewall and database security patches are applied
security patches kept up to date? to the systems as soon as there are released by
CISCO and Microsoft respectively. Anti-virus is
scheduled to download the latest virus definitions
on the hourly basis.
How often are backups performed and are they In addition to the full nightly backups, continuous
being stored off site? log shipping, mirrored disk arrays, and tape
backups, NEOGOV also utilizes Iron Mountain's
Electronic Vaulting which uses patented technology
to continuously back up data online in real-time and
vault that data offline in the East Coast off-site
facility equipped with top-of-the-line security,
If a catastrophic event happen to the database With Iron Mountain's Electronic Vaulting, data
server and the entire server is lost, what is the backup is always up-to-date and can be recovered
worst case scenario in terms of data up to the time data loss occurred within couple of
recoverability? How much data will be lost in such minutes of the last transaction. If the catastrophic
event? event occurs that completely destroys SBC Data
Center facility in Irvine. CA, the hardware
infrastructure would have to be rebuilt in a different
location.
Do you have procedures for disaster recovery? Yes, a disaster recovery plan and corresponding
procedures are in place. The plan is reviewed and
updated regularly. Therefore, it is strict company
policy not to share specific information regarding
security procedures.
Do you have service agreement with multiple ISPs? $80 Data Center is fully switched using Cisco
network gear and is engineered with redundant
network and building power. The network has
multiple fiber-optic connections to high-speed
Internet backbones. These connections to multiple
backbones offer full redundancy in case of failure.
What was your uptime for the past year? NEOGOV has built redundancy into all its systems
in order to minimize any system failures that could
be perceived as customer outages. Last year, we
have achieved 99.9% uptime level.All components
of the NEOGOV system are proactively monitored
and managed so that faults are detected before
system outages. We realize there may occasionally
be system outages due to issues beyond our
control. NEOGOV has established numerous
escalation procedures to notify the proper
personnel in the event of any system outage and
remedy any issues as quickly as possible. Since
the application is managed by NEOGOV for all
customers, the people who best understand the
architecture, installation, and design are
immediately available to resolve any issues.
How do you ensure performance does not degrade NEOGOV has the capacity to scale to the largest of
as you add new customers? enterprises The architecture behind the NEOGOV
solution was designed to handle millions of users.
We use the most scalable hardware equipment,
and can scale as rapidly as our customers require.
We have procedures and tools that monitor server
performance, as well as load test simulations to
anticipate the infrastructure needs as we add new
customers.
How do you ensure performance during peek We are not limited in the amount of bandwidth our
times? servers can use, hence our high speed Internet
connectivity. During peak times,the bandwidth is
automatically bursted to the amount necessary to
handle the traffic load;therefore the performance
does not suffer.
How do you schedule downtime for major upgrades According to the Service Level Agreement we
to servers? What would our applicants see if they include as part of the Insight contract, we are
tried to apply during this downtime? obligated to notify all customers at least two weeks
prior to any scheduled outage. Notices are
generated and sent via email to the system
administrators and their backups. During the
system outage, a notification page is displayed
stating the system is undergoing maintenance and
also states the scheduled outage times.
How do you announce upgrades to your customers NEOGOV's process to announce upgrades is to
before modifying functionality? generate an email outlining new system capabilities
and a description on how to utilize the functionality.
Customers are notified via email of the new items
and the process in which to use the functionality.
Beginning in Q1, 2004 we will be conducting
quarterly online training sessions (included as part
of the license agreement)to provide further
instruction on how to utilize new features and
improve our customer's overall workflow.