1. (a) Definition.

   1. (1) System maintenance consists of regular or special actions taken to ensure the proper operation of the computerized information system.

   2. (2) Typical system maintenance tasks include administering user access accounts for:

      1. (A) Passwords;
      2. (B) Privileges;
      3. (C) Data access; and
      4. (D) Internet access.

   3. (3) System maintenance includes:

      1. (A) Observation and application of system performance including but not limited to:

2. (i) Speed;

   1. (ii) Memory; and

      1. (iii) File storage capacity;
      2. (B) Protection from virus, spam, and other electronic threats; and
      3. (C) Managing the backup system.

   2. (4) System maintenance may also include:

      1. (A) Communication with hardware, software, and operating system vendors; and
      2. (B) Application of new or replacement equipment, programs, updates, and patches that are necessary to maintain proper system performance.

3. (b) Methods. System maintenance may be:

   1. (1) Performed by the system administrator;
   2. (2) Delegated to county staff; or

   3. (3) Contracted to a qualified computer systems vendor.

      1. (c) Contracts.

   4. (1) Obtaining computer system support from an outside vendor requires:

      1. (A) Evaluation of the vendor as described herein; and
      2. (B) A written contract.

   5. (2) Contracts should identify the scope and any limitations of the service provided as well as:

      1. (A) Hours of operation;
      2. (B) Methods of contact and making requests for service; and
      3. (C) Predicted response times.

   6. (3) Contracts should define:

      1. (A) The methods and means by which the contractor shall access the county computer information system; and
      2. (B) Any restrictions imposed by the county.

   7. (4) The county may require the contractor to provide proof of E&O insurance or other proof of financial stability to prevent significant loss to the county in the event of employee error or misdeed arising from computer system access.

      1. (d) Vendor requirements.

   8. (1) The county should have a policy setting forth minimum qualifications for prospective computer system vendors including:

      1. (A) Product applicability to task;
      2. (B) Professional experience and certifications;
      3. (C) Arkansas-based experience in the area for which a contract is sought;
      4. (D) Age and financial stability;
      5. (E) Staff size and capacity;
      6. (F) Professional references of county offices of similar needs; and
      7. (G) Vendor policies with respect to support.

   9. (2)

      1. (A) In cases where a vendor is expected to play a large part in disaster recovery, an agreement between the county and the contractor is suggested.

      2. (B) This agreement should be renewed annually and include the:

         1. (i) Role of the contractor;
         2. (ii) Chain of command; and
         3. (iii) Line of authority to initiate a recovery effort.

Codification Notes: “E&O” means errors and omissions.