Schedule 3A- Cross - Functional Services SOW
Software License Management
No. Function/Responsibility Service Customer Provider
1. Manage and maintain software licenses information X
throuah software license life cvcle
Provide software license and maintenance agreement X
2. terms and conditions and license ownership data to
Service Provider as required to execute the Services
described in this table
Input, maintain, update, track and report all in-scope X
3. Software throughout its life cycle via an automated
self-discovery tool and manual processes where
reauired
4. Provide, manage, maintain and operate the Software X license database that intearates with the ITSM Suite
5. Conduct Service Provider agreement negotiations for X non-Customer-retained license aareements
6. Inform Customer of impacts of non- Customer - X
retained license aqreements
Coordinate and conduct Software license and X
7. maintenance agreements reviews allowing for
sufficient time prior to expiration for negotiations
Provide Customer with reports and recommendations X
8. to use in making Software acquisition and
discontinuance decisions
Provide timely and regular recommendations to X
purchase additional license capacity, recommending
9. alternatives, or curtailing usage where necessary and appropriate, to restore, or continue to maintain, license compliance taking into account Customer's budget
cvcle
Provide a license and maintenance agreement X
10. optimization recommendations report and analysis on a quarterlv basis
11. Proactively manage and perform license audits to X
prevent license compliance issues
12. Report known license compliance issues X
13. Review known license compliance issues X
Conduct periodic reviews 120 days prior to expiration X
14. of a Software license and maintenance agreements
and orovide results to Customer
15. Obtain approval from Customer for any license change X or replacement
Schedule 3A- Cross -Functional Services SOW
Service Support
Event Management Services
Function/Responsibility Service Customer Provider
1. Monitor and manage the information technology
environment in order to reduce the risk of Service X disruption using a combination of systems, security, storage, and network administration toolsets
2. Using established baseline measures to determine
appropriate thresholds for the Client computing X environment, monitor, analyze and report on these thresholds
3. Establish and maintain a baseline measurement in
order to determine appropriate thresholds for the
Client computing environment based on environmental X
build, technology specific good practice and
manufacturer recommendations
4. Monitor threshold violations on agreed critical
application, system, and network components, X including system processes and application threads indicating a fault or problem
5. Analyze the environment configuration, processor
performance, memory usage, and inpuUoutput
utilization to identify potential processing bottlenecks X and imbalances in order to make recommendations as
to potential chanqes within the environment
6. Provide reporting on threshold breaches in accordance with Service Levels and make recommendations to X modify threshold limits or operating baselines in the cases of under or over reportinq
7. Collect and report critical resource utilization data at a frequency that accords with the Service Levels and X
use the data for trend analysis or as an input into
capacity planning
8. Monitor consumable resources against planned
allocation and report in accordance with the Service X Levels and establish a baseline for infrastructure usaqe
9. Analyze and review the monitoring outputs and review the configuration, processor performance, memory
usage, and 1/0 utilization of in-scope environments to X identify potential processing bottlenecks and imbalances in order to make recommendations as to
potential chanaes within the environment
10. Provide enterprise wide computing reporting on
resource consumption and utilization activities in X
accordance with agreed requirements
11. Monitor, analyze and report on the performance of in- X scope systems in accordance with agreed thresholds
12. Establish thresholds, baselines or profiles of the
normal operating levels against which the system can
be periodically audited or monitored and establish the X normal boundaries .for the operating environment or
specific applications within the environment
Schedule 3A- Cross - Functional Services SOW
13. Monitor systems and specific applications for
transaction throughput rates, response times and X
potential oerformance issues
14. Monitor the enterprise computing environment to
identify potential performance problems based on X
confiquration or environmental factors
15. Analyze the monitoring outputs and review the
configuration, processor performance, memory usage, X
and 1/0 utilization of in-scooe equipment
16. Report on the monitoring outputs identifying potential processing bottlenecks and imbalances and to make X recommendations as to potential changes within the environment
17. Review performance reporting and conduct
appropriate tuning actions to address any identified X
oerformance deficiencies
18. Provide agreed toolsets to aid management of
distributed or centralized devices, their performance X and capacity and to orovide an event stream
19. Provide and deplov aareed toolsets X
20. Confiaure acireed toolsets X
21. Manaae and support aareed toolsets X
Incident Management Services
Function/Responsibility Service Customer Provider
1. Restore normal service operation as soon as
reasonably practicable with the objective of minimizing X impact on business operations and within relevant Service Levels
2. Create and manage an Incident management plan to
establish an integrated process for identifying, X documenting, monitoring, evaluating and controlling Incidents, includina mappinq escalation points
3. Manage the major Incident process for Cls in this
environment during significant downtime or service X degradation. Activate process, chair meetings, invoke communication strateav and update dashboards
4. Depending on Incident activity, participate in
appropriate Incident service restoration activities for X Cls in this environment
5. Provide a single repeatable, documented, and
approved process with metrics for capturing and X
manaainq Incidents
6. Detect and record details of an Incident into an
Incident management system and commence Incident
handling procedures. Maintain visibility of the status of X Incidents during the Incident cycle to monitor progress of Resolution
7. Provide Customer with access to Service Provider's
Incident management system, in for Customer to X
directly aenerate Incident tickets or Service Request,
Schedule 3A - Cross - Functional Services SOW
and check on status of any open tickets (e.g., break/fix Incidents and Service Requests)
8. Classify the Incident based on Priority Level and
provide initial support to Resolve the Incident where X oossible
9. Provide active queue management for all tickets in the Incident management system and escalate, assign X
reorioritize as needed, based on existinq environment
10. Link related Incidents and problems to assist in X Incident Resolution
11. Assess, collect and provide detailed analysis of
Incident. Attempt to resolve the Incident. If Resolution X is not oossible, refer the Incident to relevant specialist
12. Provide ownership, coordination, visibility, monitoring and communication for Incidents to agreed parties in X
accordance with the Incident management plan
13. Escalate Incident to appropriate internal or external resolver groups, including third party vendors, as X
reauired
14. Where responsibility for Resolving an Incident is in dispute, communicate with relevant parties to clarify X responsibility
15. Provide suitable means to govern and control the
efficient restoration of service after an Incident has X occurred
16. Resolve the Incident and restore normal service X ooeration in accordance with Service Levels
17. Run ad-hoc queries to suooort Incident Resolution X
18. For major Incidents in accordance with the Incident management plan, coordinate the post Incident review
team and provide the Incident report giving the
chronology and analysis of the Incident (including Root X Cause Analysis) and the outcomes and recommendations and provide any recommended
changes in policy, procedures or operational
processes, or relevant Chanqe Requests
19. Close and categorize the Incident following X confirmation of Resolution with End-User Problem Management Services
Function/Responsibility Service Customer Provider
1. Aim to minimize the adverse impact on the business of Incidents and Problems that are caused by errors
within the information technology environment, and
work to prevent the recurrence of Incidents related to X those errors. Seek to identify the root cause of
Incidents and initiate actions to improve or correct the situation
2. Provide executive status reports, as required, during X the Problem manaaement orocess
Schedule 3A- Cross - Functional Services SOW
3. Create and manage a Problem management plan to
establish an integrated repeatable, documented, and X approved process for identifying, documenting, monitorinq, evaluatinq and controllinq Problems
4. Have the entitlement to own the end-to-end process
across all environments. Coordinate and control the X
participation in the process for all service providers
5. Depending on problem activity, participate in
appropriate Root Cause Analysis and fault isolation X
activities for Cls in this environment
6. Register problem in the form of problem records.
Oversee the verification, classification and
prioritization of problems and the allocation of
appropriate resources. Apply Root Cause Analysis
procedures to establish the true cause of Problem(s), X and develop an error record, to record the known
errors, which is issued to inform relevant personnel of identified errors(s) relating to the managed information technology environment
7. Identify a potential Problem in accordance with the
Problem management plan. If accepted as a Problem, X
record it as a Problem record in the known error
database
8. Determine the amount of effort required to Resolve the Problem and the impact to Service Levels and the X business that will occur. This will enable prioritization and resource allocation to be carried out
9. Arrange for appropriate personnel to identify the
amount of time and effort required to investigate the
true cause of a Problem. Obtain required approvals for X resource allocation, costs and I or schedule and
coordinate the Root Cause Analvsis
10. Identify the most suitable solution using observations from Root Cause Analysis, diagnostics taken at the
time of impact or occurrence, and modeled data from
tests carried out within isolated test environments. May entail setting up a formal task force to attain expert X advice to identify the recommended solution.
Recommend acquisition, development or
enhancement to relevant products required to resolve
the problem
11. Categorize errors and log into problem management
system and log workarounds into the known error X
database
12. Identify the way that the error will be Resolved and raise required Change Requests, including performing X impact analysis on the outcome of the Change Requests
13. Record the Resolution process for each known error in the problem management system and associate it with X
a recognized Confiauration Item
Schedule 3A - Cross - Functional Services SOW
14. Once an error is Resolved, close associated known
error records and any associated Incidents and
Problems. Provide input into post implementation X
reviews to confirm that the fault Resolution has
removed associated Incidents
15. Monitor the Resolution of known errors and liaise with change management to get regular updates on the
progress for resolving problems and errors. Continue X to review the impact of problems and known errors, and change their priority if the impact to the business chanqes
16. Proactively identify potential issues which could either compromise normal operations or that could be used
as opportunities to further improve the quality and
efficiency of technology, systems, or information
technology services. Analyze historical and real time X data as well as any diagnostic information from
appropriate data sources at frequent intervals in order to establish any trends, issues and characteristics of
events
17. Diagnose performance, capacity and Availability data presented by infrastructure and application X management groups to allow pro-active management of potential risks
18. Prioritize proactive analysis on in-scope technology, systems or. information technology Services, based the X level of impact an Incident may have on the Services provided
Configuration Management Services
Function/Responsibility Service Customer Provider
1. Identify, control changes to, and record the Change
implementation status of the physical and functional
characteristics and structure of agreed Configuration X Items. Includes recording required Configuration Items
bv tvoe, sub-tvpe and their associated attributes
2. Create and manage a configuration management plan
to establish an integrated process for identifying,
documenting, .monitoring, evaluating and controlling X
the Service Provider's configuration management
activities
3. Review and analyze configuration data in order to X determine their tvpes and attributes
4. Maintain the status of Configuration Items throughout X their life cvcle on an onaoinq basis
5. Configure the configuration management database so
that the all Configuration Items within the system are
linked to the technology, systems or information X
technology services they support and to capture
baselines for both hardware and Software builds
6. Check that only authorized and identifiable X Configuration Items are accepted and recorded from
Schedule 3A- Cross - Functional Services SOW
receiot to disposal
7. Update the configuration management database with
relevant information from change control on an X
ongoinq basis
8. Verify, audit and report on the status of Configuration X Items in the configuration management database
9. Audit and verify the physical existence of Configuration Items and check they are correctly recorded in the
configuration management database and verify X
release and configuration documentation before
chanaes are made in a production environment
10. Generate reports on the status or discrepancies of the Configuration Item types and attributes recorded in the X configuration management database
Change Management Services
Function/Responsibility Service Customer Provider
1. Create and manage a change management plan to
establish an integrated process for identifying, X documenting, monitoring, evaluating and controlling all change activities
2. Manage changes by chairing, documenting and
scheduling regular Change Advisory Board (CAB), and X
as needed e-CAB meetings
3. Receive Change Requests and record them in the X change management system
4. Confirm that requests contain required information X specified in the change management plan.
5. Review whether the Change Requests conform to the
change types specified in the change management X plan and classify the Change Request according to the defined Change types
6. Perform the initial filtering activity before presenting Change Requests to the change manager for inclusion X
for review by the CAB
7. Review and analyze the impact assessment in relation to use of configuration data to enable a decision to be X made as to whether or not to accept the Change Request
8. Review all Change Requests and confirm that they are compliant with agreed policy and procedure (agreed
submission standards), accept them into the change X
management process, notify the initiator accordingly
and update the Chanqe schedule
9. Evaluate and review all non-emergency Changes with
relevant stakeholders for the service that is impacted X by the Change Request
10. Agree to, maintain and review the mechanism by
which relevant stakeholders are identified and invited X to the CAB with Client change management authority and document these mechanisms accordingly
11. Identify appropriate personnel to carry out Change X analysis, modeling and testina activities, and assian
Schedule 3A- Cross - Functional Services SOW
the Change Request to the appropriate personnel for
Resolution
12. Perform initial assessment of what will be involved in identifying and designing a solution to complete the X
Chanqe Request
13. Authorize the fulfillment of the Change Request X
14. Analyze Change Request requirement and build, test
and verify the solution and produce an impact analysis X report
15. Design and test the solution required by the Change Request and identify the necessary procedures for any
required release (including a valid back-out and X
recovery plan) for the running, support and
maintenance of the defined solution. Include any risk
assessment, dependencies and costs
16. Create an impact analysis report to provide information X to the chanqe advisory board
17. Retain formal approval or rejection rights for Change X Requests
18. Notify the appropriate resolver group managers when a Change Request has been approved for
implementation: Validate the level of staff resources X required to implement the Change and the schedule
for completion
19. Implement the agreed solution in accordance with the approved Change Request and the change X
manaqement plan
20. Engage the appropriately scheduled delivery
resources to carry out the Change activities in X
accordance with the approved Change Request and
the chanQe manaQement plan
21. Administer, when appropriate, End-User facing
operational acceptance tests that verify the Change X has met its operational objectives and is working in the production environment
22. Facilitate a decision as to whether the Change has X been successfully implemented or not
23. Execute defined backout plans for unsuccessful X Chanqes
24. Provide ongoing analysis of the implementation of the X Chanqe
25. Schedule the time and resources required to
implement an approved or provisional request for
Change and manage the forward schedule of Change
for the complete end-to-end service and where X
appropriate, use planned outages to reduce impact of
execution of the Change on the availability of the
Services
26. Facilitate the commitment of the required groups of personnel to provide suitable skilled resources to carry X out modelinq, testinq and implementation activities
27. Monitor the activation of Change activities in
accordance with the forward schedule of change and X escalate if activities are not completed in accordance with the schedule or as otherwise aqreed. Facilitate
Schedule 3A - Cross - Functional Services SOW
remedial activities to reinstate Change schedule
wherever possible
28. Monitor the updates to the forward schedule of
Change to show the progression of Change Requests X
throuQh aooroval and implementation phases
29. Monitor and update Change records in accordance
with agreed milestones and key activities required to X complete Change
30. Coordinate the update of all relevant management
databases in accordance with the expected delivery of X the solution
31. Perform activities following Change Request closure to X evaluate the effectiveness of the Chanqe
32. Provide reports on failed Change to the change
advisory board or Client contact and provide relevant
reports to personnel responsible for Service Level X management with the objective of preventing any relevant service from breaching agreed consumption
parameters
33. Analyze failed Change and identify process break
downs and lessons learned that should either be X promoted as Problem candidates or result in updates of documentation
34. Close the Change Request following implementation X X acceptance or rejection
35. Create and manage a change management plan to
establish an integrated process for identifying, X documenting, monitoring, evaluating and controlling all Chanqe activities
Disaster Recovery and Business Continuity Management Services Function/Responsibility Service Customer Provider
1. Establish, maintain and update a Business Continuity Plan ("BCP") and Disaster Recovery Plan ("DRP") for
the Services, which will define objectives and X
standards necessary for Services to meet business
requirements
2. Make recommendations for Service or infrastructure
enhancements to align the infrastructure and Services X to the BCP and DRP
3. Document business continuity and Disaster recovery
process in the Procedures Manual; execute the X
process for in-scope environment when appropriate
4. Approve Disaster Recovery Plan approach
documented by Service Provider and provide support X
in creating the plan
5. Maintain a list of key personnel contacts and
notification procedures for the Client, Service Provider, X and Third Party vendor personnel used
6. Perform annual test of the Business Continuity Plan X
7. Perform annual test of the Disaster Recovery Plan X
Schedule 3A- Cross - Functional Services SOW
8. Provide a single point of contact for Business
Continuity and Disaster Recovery Plans, related x communications and other activities that are Service Provider's responsibility
9. Establish and maintain a Business Continuity Plan and Disaster Recovery Plan which will define objectives X and standards necessary for Services to meet business requirements
10. Perform duties as defined in the Disaster Recovery X Plan when a Disaster has been declared Service Integration Services
Function/Responsibility Service Customer Provider
1. Conduct end-to-end monitoring and reporting of all IT services across all Customer IT systems supported by X Third Parties including cloud services and Saas services
2. Conduct bi-direction transfer of data and automated
routing of Incidents and Service Requests, from X
Customer to Third Party delivery teams and vice versa
3. Provide visibility into Incident and service requests X across all Third Party delivery teams and systems
4. Track and report Incident restoration and Service
Request fulfillment activities by operator, hand-offs X and outcomes at each hand-off
5. Provide automated time stamping at each instance of
automated updates, operator updates, customer X contact, hand-offs between operators and change in Incident or Service Request status
6. Provide automated routing of tickets to the appropriate X suooort teams
7. Measure and report end-to-end Service Request
response and completion, and service restoration X times to provide a single measure of service response restoration time objectives
8. Manage and deliver support articles and other
knowledge articles to all relevant Customer and Third X Party delivery teams, regardless of the repository of these articles
9. Provide real-time performance dashboards available to X Customer, with ability to review and audit the data
Schedule 3A - Cross - Functional Services SOW
EXHIBIT 3: SUPPORTED ENVIRONMENTS AND TOOLS
The service environment descriptions in each Service Tower-specific schedule to Schedule 3 to the Agreement describes and scopes a number of Service Tower elements to be supported and with which Service Provider will comply (e.g., in-scope hardware and Software). This Schedule will apply to the service environments as specified in each such Service Tower-specific schedule. The supported environments that are included in each SOW are not limiting, but rather represent a specific point in time as it relates to the in scope environment. Service Provider shall be responsible for updating and maintaining the service environment documentation the term of the Agreement, to reflect changes in the Customer's supported environment over time.
The tools that Service Provider will provide and use to perform the Cross Functional Services include the tools set forth in this Exhibit 3 and attached hereto. Service Provider will update the list of tools in this Exhibit throughout the term of the Agreement:
SCHEDULE 3A
EXHIBIT 3
CROSS-FUNCTIONAL MANAGEMENT TOOLS
TO
MASTER SERVICES AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
UNISYS CORPORATION
Schedule 3A, Exhibit 3- Cross Functional Management Tools Schedule 3A, Exhibit 3
Cross Functional Management Tools
This is Schedule 3A, Exhibit 3 (Cross Functional Management Tools) to the Ag~eement between the City of Santa Clara and Service Provider.
Service Provider shall provide and utilize the tools listed in Table 1 below, in connection with its performance of the Services.
Schedule 3A, Exhibit 3- Cross Functional Management Tools Table 1. Cross Functional Services Management Tools
Project Management
Key Pertormance Indicator
(KPI) Monitoring and Reporting
Ad Hoc Reporting and
Analytics
Service Management
including:
• Incident Management
• Problem Management
• Knowledge Management
• Employee Self-Service
(ESS) portal
• Service Catalog / Service
Request Management
• Service Level
Management
~ Satisfaction SuNey
• Change Management
• Release Management
• Asset Management
• Configuration
Management (CMDB)
• Password Reset
Automated Monitoring ToolsServers
Automated Monitoring ToolsNetwork Devices
Automated Monitoring Tools~
A lications
JIRA
Microsoft Project
ServiceNow ITSM applications
ServiceNow Reporting and Analytics
ServiceNow ITSM applications
VANDA (Nagios)
VANDA (Nagios)
Cisco Prime Infrastructure
VANDA (Nagios)
Description . -~- --- ----------- ------ - -
JIRA will be used as part of the Agile/DevOps
process to provide workflow management and
issue tracking.
Microsoft Project is a City owned tool and used
by Unisys to develop and track projects
accordin to the PMO methodolo .
Reporting capabilities include reports from
predefined report and the ability to generate
snapshots of current data and allows users to
save, share, publish, or export any of the reports
as needed.
Reporting capabilities include reports from
predefined report and the ability to generate
snapshots of current data and allows users to
save, share, publish, or export any of the reports
as needed. Analytics provide access to KPl's to
enerate interactive visualizations.
The ServiceNow platform provides a single
system of record and engagement that is shared
across all of the ITIUITSM processes. The
processes natively share information and common
workflow and are tightly integrated with all the
other modules and processes within ServiceNow.
Monitors Server elements and alerts when a
threshold is breached.
Monitors Network elements and alerts when a
threshold is breached or a hardware issue is
detected on a network device.
Cisco Prime Infrastructure is a City owned tool
and used by Unisys to provide real-time
monitoring and management of all network
devices including WAP's and alerts when a
threshold is breached or a hardware issue is
detected. Additionally it provides firmware security
update notices from Cisco.
Monitors Application elements and alerts when a
threshold is breached.
Schedule 3A, Exhibit 3-Cross Functional Management Tools VANDA (Nagios) VANDA monitors server and network elements and alerts when a threshold is breached.
Dell OpenManage monitors the health of all
physical servers and alerts when there is a
hardware issue on a physical server.
Nimble lnfoSight Nimble lnfoSight is a City owned tool and used by Unisys to monitor and manage the Nimble storage
and alert when a threshold is breached or a
hardware issue is detected.
Automated Monitoring Tools- HP ArcSight (SIEM service) HP ArcSight provides monitoring of security Infrastructure events and provides a correlation to produce actionable security alerts.
Solar Winds IPAM Solar Winds IPAM is a City owned tool and used by Unisys to provide monitoring and reporting on
IP Addresses within the environment.
Solar Winds Bandwidth Monitor Solar Winds Bandwidth Monitor is a City owned tool and used by Unisys to alert when a threshold
is breached on key network connection and
trunks.
Automated Monitoring Tools- ServiceNow Event Manager ServiceNow Event Manager automatically creates actionable alerts from infrastructure events Network Operations Center captured from monitoring tools such as VANDA (NOC) and HP ArcSioht.
Reporting capabilities include reports from
predefined report and the ability to generate
Reporting Portal ServiceNow ITSM applications snapshots of current data and allows users to save, share, publish, or export any of the reports
as needed.
Knowledge Base application provides role-based
tools to create, store, and publish important
Knowledge Management ServiceNow ITSM applications information. It also provides tools for all users to find and view the information as needed.
Contextual search is enabled throughout the
platform.
SCCM SCCM is a City owned tool and used by Unisys to
deploy software and Microsoft Security Patches.
The server does not perform version control perElectronic Software say, but it has the capability to run reports to see Distribution and Version which versions of software are installed in the Control environment.
GitHub GitHub will be used for application source version control management.
Symantec NetBackup Symantec NetBackup is a City owned tool and used by Unisys for tape and offsite retention.
Nimble Snapshots Nimble Snapshots is a City owned tool and used Backup and Recovery by Unisys to restore files locally within a 30 day timeframe.
VSC (Volume Shadow Copy) VSC is a City owned tool and used by Unisys for further backup/restore capabilities.
VANDA (Nagios). Solar Winds VANDA (Nagios) and Solar Winds Virtualization Capacity Management Virtualization Manager Manager (which is a City owned tool) are used to monitor/trend/report on VMware virtual Monitoringffrending/Reporting environment
Schedule 3A, Exhibit 3 - Cross Functional Management Tools Nimble lnfoSight Nimble lnfoSight is a City owned tool and used by Unisys to provide performance and capacity
reports for the Nimble storage arrays.
ServiceNow ITSM applications
ServiceNow ITSM applications ServiceNow ITSM Capacity Management ensures that business services are not made unavailable
by over-capacity. By analyzing past failures and
planning for growth of demand of services,
Capacity Management can increase end-user
satisfaction with services.
ServiceNow Discovery module finds applications
Discovery ServiceNow Discovery and devices on the network, then updates the CMDB with the information if finds.
SCHEDULE 3B
SERVICE DESK SERVICES SOW
TO MASTER SERVICE AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
SERVICE PROVIDER
Schedule 3B- Service Desk SOW
Table of Contents
1. OVERVIEW ...................................................................................................................................................... 3
2. SERVICE DESCRIPTION AND MAJOR FUNCTIONS ............................................................................ 3
3. SERVICE DESK LEVEL 1 RESOLVABLE ACTIVITIES ......................................................................... 4
4. RESPONSIBILITY MATRIX ......................................................................................................................... 5
5. SUPPORT REQUIREMENTS ........................................................................................................................ S
6. SERVICE LEVELS .......................................................................................................................................... S
7. :REPORTS ......................................................................................................................................................... 5
8. CRITICAL DELIVERABLES ........................................................................................................................ S
9. CHANGES TO MSA ........................................................................................................................................ 5 List of Exhibits
1. EXHIBIT 1 - DEFINITIONS ................................................................................................................... 6
2. EXHIBIT 2-RESPONSIBILITY MATRIX .......................................................................................... 7
3. EXHIBIT 3 - SUPPORTED HARDWARE, SOFTWARE AND TOOLS .......................................... . ..................................................................................................................................................................... 13
Schedule 3B - Service Desk SOW
1. Overview
This Stateme'nt of Work for Service Desk services ("SOW") has been entered into pursuant to the Master Service Agreement (the "MSA") between Customer and Service Provider.
In addition to the Service Desk Services, Service Provider will perform the cross-functional functions described in Schedule 3A to the Agreement.
Capitalized terms used in this SOW have the meanings set forth in Exhibit 1. Capitalized terms not defined in this SOW or Exhibit 1 will have the meanings specified in the MSA.
2. Service Description and Major Functions
The primary objective of this SOW is to establish a customer focused, first call Resolution Service Desk.
Service Provider will provide Service Desk Services that will be the first point of contact for information system Incidents, inquiries and Service Requests related to Customer's environment. Service Desk services include support for all Incidents that are Resolvable by the Service Desk and the escalation of Incidents it is unable to Resolve to the appropriate Level 2 or Level 3 Resolver groups for Resolution.
Customer expects that the Service Provider Service Desk will be capable of either directly Resolving or triaging and escalating the categories of Incidents and Service Requests set forth in the table below. A list of specific Level 1 Resolvable Incident types for each category shall be developed during transition and updated during the term of the Agreement, to reflect additional maturity and knowledge of the Client's environment over time. It is Customer's intent that the Service Desk's increased ability to directly Resolve such Incidents and Service Requests, along with robust end user self-help capabilities and tools, will result in the increased availability of Service Provider's onsite analysts and technical support staff to focus on higher "value add" activities, rather than Resolving Level 1-based Incidents and Service Requests (i.e., a "shift left" approach).
Customer also expects that the Service Desk will possess and exhibit a depth of End-User profile knowledge and history when End-Users contact the Service Desk (e.g., End-User's "persona", including knowledge of End-User's department/position/function, Service Desk Incident/Service Request history, most often utilized Service Desk services, preferred method of communication).
In addition, Customer expects that the Service Desk will take proactive approach to Incident and Problem Resolution as much as possible (e.g., proactively correlating multiple Incidents from different End-Users with the same underlying root cause in order to find a Resolution for all affected End-Users, proactively identifying and addressing downstream issues identified through Incident Resolution of a particular Incident, proactively notifying relevant End-Users groups of Service-affecting Incidents and Problems before End-Users have to contact the Service Desk to inform them of issues).
Service Desk Scope:
Schedule 38 - Service Desk SOW
Infrastructure Incidents
Hardware support • Computing hardware (e.g., desktops, servers) • Mobile devices (e.g., laptops, cell phones, smart phones, tablets) • Audio visual equipment
• Printers
• Multi-function devices
• Peripherals (e.g., scanners)
• Public safety mobile data computers
System Software • Operating systems and utilities support • Database suooort
Integration and • Third party connectivity
telecommunications • Network components and circuits (e.g., WAN, LAN) • VOiP and traditional telephony system (e.g., handsets, soft phones, speaker phones)
• Video conferencing
• Internet connectivitv
Application Systems Incidents
Application systems Incidents • Packaged shrink wrap Software (e.g., Microsoft Office/Office 365, and "how to" support Adobe)
• Enterprise and department Third Party line of business COTS application systems (e.g., agenda management system, permit management systems)
• Customer custom application systems
• Cloud-based applications systems (e.g., SaaS)
• Electronic transactions and interfaces (e.g., Cybersource) • Mobile applications
Service Requests
End-User requests • Password resets
• IMACD requests
• IT order fulfillment requests - project and individual product requests
Without limiting Service Provider's obligations under the Agreement, including this Schedule 38 and the other Schedules referenced in the Agreement, Service Provider's solution and technical approaches for this Service Area shall conform with the Service Provider's solution and technical approaches as provided in the following documents, as such documents may be amended during the term of this Agreement by the Parties in writing, and which are hereby incorporated into this Schedule 38 by reference. Nothing in the following documents shall limit Service Provider's obligations under the Agreement. If the provisions of this Schedule 3B or any other Schedule (including Appendixes) conflict with one or more of the following documents, the provisions of this Schedule 38 or such other Schedule (including Appendixes) shall control.
• Final Service Area Solutions.docx
3. Service Desk Level 1 Resolvable Activities
As of the Effective Date, the Service Desk shall have the expertise to directly Resolve the following types of Incidents and Service Requests without escalation to any internal or external Resolver group (i.e., first contact Resolution)
• Support for all in scope shrink wrap software (e.g., Microsoft Office/Office 365 suite, Adobe), including "how to" support and basic troubleshooting
Schedule 3B - Service Desk SOW
• Basic "how to" support and troubleshooting for standard hardware (e.g., desktops. laptops, mobile devices, printers, multi-functional devices, peripherals), operating systems and utilities, enterprise and business applications
• Password Resets and unlocks
• Service Requests, including initiation of IMACDs and new equipment requests, and end user account requests
• Connectivity issues
• Documented, common hardware error messages
For Customer enterprise and business applications, Customer expects that Service Provider will continually add to the list of Level 1 and Level 2 Incidents the Service Desk is capable of Resolving on a first contact basis, based upon the enterprise knowledge base, which will be updated with information accessible by the Service Desk.
4. Responsibility Matrix
Exhibit 2 sets forth the Responsibility Matrix for services relevant to this SOW.
5. Support Requirements
Service Provider will provide Service Desk Services 24x7x365.
Service Provider will perform the Services in accordance with the Service Levels as defined in Section 6 based on the anticipated consumption data provided by Client.
6. Service Levels
The Service Levels applicable for Service Desk services is provided in Schedule 4 - Service Levels.
Customer may change or add Service Levels through the Change Control procedures.
7. Reports
Service Provider shall provide reports relating to the Service .Desk Services, as set forth in Schedule 7 - Reports.
8. Critical Deliverables
There are no Critical Deliverables associated with this SOW.
9. Changes to MSA
This SOW does not change any terms in the MSA and its Schedules.
Schedule 3B - Service Desk SOW
EXHIBIT 1: DEFINITIONS
See Schedule 1 - Definitions for definitions applicable to this Schedule.
Schedule 3B - Service Desk SOW
EXHIBIT 2: RESPONSIBILITY MATRIX
The Responsibility Matrix below shows which party is responsible for the listed task. It is not the intent of the Responsibility Matrix to absolutely identify or define every process, activity or task to be performed by Service Provider as a managed services function.
The responsibility matrix for Service Desk Services is set out below.
No. Responsibility Service Customer Provider
General Responsibilities
Recommend, implement and manage Customer-approved,
ITIL-compliant Service Desk systems (e.g., Incident
tracking system, self-help tools, IVR, ACD, CTI), which are
1. components of the integrated ITSM Suite described in X Schedule 3A to the Agreement, in order to collect, track and _manage Incidents and Service Requests received by the
Service Desk
2. Approve systems to collect, track and manage Incidents X and Service Requests received by the Service Desk
3. Provide SPOC, coordination, and end-to-end ownership for X all Incidents and Service Requests
4. Provide expert Level 1 assistance to inquiries on the X features, functions and usage of supported systems
5. Identify, escalate (e.g., Level 2 and Level 3 escalation), X manage Incident Resolution and close Incidents
6. Provide contact list and routing information for non-Service X Provider Resolver qroups on, at minimum, a monthly basis Develop process for conducting a quarterly review of new
7. types of Incidents and Service Requests the Service Desk X is able to Resolve on a First Contact Resolution basis
Approve process for conducting a quarterly review of new
8. types of Incidents and Service Requests the Service Desk X is able to Resolve on a First Contact Resolution basis
Conduct quarterly review of new types of Incidents and
9. Service Requests the Service Desk is able to Resolve on a X First Contact Resolution basis with Customer
10. Manage the Root Cause Analysis process on recurring X Incidents 11 . Utilize and coordinate asset management during service X desk customer support activities Single Point of Contact
12. Provide SPOC call-in access number for all Service Desk X Services described in this SOW
13. Provide multiple alternative communications channels, X including email, chat and Intranet
14. Utilize multiple alternative communications channels, X includinq email and Intranet Service Desk Operations
Develop, document and provide operational procedures
15. which meet the City requirements and adhere to defined X Service Desk policies
16. Review and approve operational procedures X
Develop End-User persona structure for unique profiles of
17. all Customer End-Users (e.g., name, title, department, X functional role, Service Desk Incident/Service Request history, most often utilized Service Desk services, preferred
Schedule 3B - Service Desk SOW
No.
Responsibility Service Customer Provider
method of communication}
18. Review and approve End-User persona structure X
19. Develop, manage and maintain End-User persona profiles X for Customer End-Users
20. Develop End-U~er persona profiles for Customer EndUsers
21. Receive, track, answer and Resolve Customer End-User X and technical staff Incidents
22. Utilize End-User persona profiles when interacting with X End-Users
23. Coordinate IMACs for all Service Towers covered within the X Agreement Provide "how to" and Level 2 assistance for the Customer
24. defined shrink wrap and COTS software included in its End- X User environment
25. Provide e_nd-to-end Incident identification, escalation, X Resolution and closure process Service Desk. Administration
26. Track/manaqe/report Service Desk utilization X
27. Provide escalation contact list(s) for Customer and Third X Party Resolver Qroups contacts Maintain and provide escalation contact list(s) for all
28. Service Towers (including Third Parties such as vendors X and service providers)
29. Issue broadcasts or other notices to provide status updates X as required for planned and unplanned events
30. Provide End-User or manager on line/portal access to X Incident reports Develop procedures for conducting End-User satisfaction 31 . surveys after Incident Resolution or Service Request X fulfillment
32. Review and approve procedures for conducting End-User X satisfaction surveys
33. Conduct End-User satisfaction surveys based on Customer X approved procedures
34. Develop and implement continuous improvement program X that improves Service Desk delivery Review End-User Satisfaction surveys weekly and contact
35. End-Users whose average score is not a 4 or higher on a 5 X point scale (or equivalent), and incorporate findings into continuous imorovement olan
36. Develop and deliver recommendations for solutions to X improve Service Desk delivery
37. Approve recommended solutions to improve Service Desk X delivery
38. Implement Customer-approved recommendations to X imorove Service Desk deliverv Service Request and Incident Management
Identify and describe priorities, response and Resolution
39. targets for Incidents and Service Requests that have X differing impacts
40. Select and implement a system to document, manage and X track all requests for Service, Incident reports and inquiries
Schedule 3B - Service Desk SOW
No. Responsibility Service Customer Provider
regardless of the means by which the Service Request is submitted (e.g., telephone, email, fax, direct online input by End-Users)
Approve a system to document, manage and track all
41. requests for Service, Incident reports and inquiries X regardless of the means by which the Service Request is submitted
Develop and provide procedures to receive and respond to
42. Incidents and Service Requests according to defined X prioritization, escalation and Resolution tamets
43. Review and approve procedures to receive and respond to X Incidents and Service Reauests
44. Review and approve procedures for the escalation and X notification of Incidents Execute procedures for the escalation and notification of
45. Incidents using approved escalation contact lists and using X automated helpdesk/lTSM tools
Resolve Incidents within prescribed time limits, if possible,
46. otherwise escalate and/or notify to appropriate Level 2 X resource
47. Coordinate Level 2 support and service for printers, X scanners and fax machines
48. Coordinate Level 2 support and service for approved mobile X devices
49. Coordinate Resolution of security Incidents across Service X Towers
50. Provide initial troubleshooting for non-supported Customer X devices
51. Identify Incident characteristics and root cause X
52. Cateoorize prioritize and loq all IT Incidents X
Monitor Incidents (Service Desk Incidents) and
53. escalate/notify per policies and procedures until Resolution X and End-User satisfaction
54. Notify End-User upon closure of IT Incidents (e.g., inquiries X /problems /Service Requests)
55. Verify acceptance of Services by contacting the End-User X to confirm results and level of satisfaction
56. Provide End-User or manager ticketing system access to X submit Incident or Service Request tickets
57. Review recurring Incidents with Customer which meet X defined criteria usinq Root Cause Analysis processes Proactively address the downstream or peripheral effects of Incident Resolution activities relating to single End-Users . (e.g., updating passwords on all of an End-User's devices
58. when the End-User contacts the Service Desk for password X reset assistance regarding one specific device) and multiple End-Users (e.g., correlating related Incidents from multiple End-Users and taking proactive action to notify the EndUser communitv as required (e.o., outaae notifications)) Implement automated Incident and Problem correlation
solution that will correlate Service Desk contacts to
59. previous Incidents to identify repeat contacts for improperly X resolved/closed Incidents, and correlate root causes and Cls to identify repeat Incidents to identifv patterns of
Schedule 3B - Service Desk SOW
No. Responsibility Service Customer Provider
Problems
Coordinate with asset inventory and configuration
60. management to record and update records to reflect X comoleted Service Reauest llMACs and others)
61. Notify third-party service vendors who are under contract to X the Customer to provide support
62. Track and report Incident response and Resolution X activities of third oartv service vendors
63. Escalate Incident if Third Party vendors do not provide X effective service Remote Desktop Manaaement
64. Recommend policies for the use of remote control tools for X maintenance and troubleshooting
65. Define policies for the use of remote control tools for X maintenance and troubleshootinQ
Diagnose Incidents using remote control capability and
66. when possible implement corrective actions to Resolve X Incidents. If Resolution is not possible, escalate per the escalation/notification orocedures
67. Provide remote installs and updates of City standard X packed applications, as reauired to Resolve Incidents Assist in enabling the enforcement of compliance to
68. standards and the appropriate optimization of End-User X devices
End-User Administration Services
69. Recommend requirements and policies regarding End-User X Administration
70. Approve requirements and policies regarding End-User X Administration
71. Receive, coordinate and track End-User account X
administration, activation, changes and terminations based on Customer documented policies for the same, including:
password/account setup, remote access connectivity, email accounts, User IDs, remote paging devices, voicemail administration, telephone lines, etc. (coordination includes document routina for approval)
72. Reset passwords as required in accordance with X Customer's security policies IMACD
73, Receive and track reauests for IMACDs X
74. Schedule an appropriate, agreed time with End-User for the X IMAGO to take place in remote offices
75. Verify completion of IMACDs by contacting the End-User to X confirm satisfaction Self-Helo SUDDOrt
76. Develop Self-Help Support plan for Customer environment, X to include self services capabilities and provision approach
77. Review and approve Self-Help Support plan X
Develop and implement Customer-approved Self-Help
Support plan and associated capabilities that enable end '•
78. users to perform self-service. Such self-help capabilities X may include:
■ Information Bulletin Board - Contains bulletins on
olanned chanaes or outages and Incidents and
Schedule 38 - $ervice Desk SOW
No. Responsibility Service Customer Provider
Problems affecting multiple users ■ Knowledgebase search - Allows End-Users to search for solutions at any time, from any place, in
order to Resolve issues on their own or find out
about IT processes
■ FAQs - Provides answers to a structured, evolving
list of frequently asked questions
• Web submissions - Allows End-Users to report
Incidents or place Service Requests (including
forms submittal)
• Status checks - End-Users c·an view the status of
Incidents and Service Requests they initiated
• Self-service Password Reset - Allows End-Users to
automatically reset passwords
• IT Service Catalog - Provides access to Service
Provider's IT service catalog and online submission
forms for service and product requests
79. Monitor and review the effectiveness of Self-Help Support X capabilities and usaoe
80. Develop and provide recommendations for improvements to X Self-Help Suooort capabilities 81 . Review and approve recommendations for improvements to X Self-Help Suooort capabilities
82. Implement approved recommendations for improvements to X Self-Help Suooort capabilities and update Self Helo Plan Reporting
83. Recommend a list of Service Desk manaaement reoorts X
84. Review and approve list of Service Desk management X reoorts Provide reporting on Incident and Problem trending and
85. analysis on a regular basis as defined in reporting X requirements (e.g., proactive analysis and investigation of Incidents and Problems impactinq Service Towers)
Track, manage and report on Service Desk utilization and volume statistics and trends (e.g., Service Request volumes
86. and trends by contact type) and identify types of contacts X that could be addressed through Service Desk
improvements (e.a., trainina, self-service tools)
Proactively work with Customer and applicable Third
Parties to address trend analysis report findings, such as identifying and implementing solutions that minimize
87. Incidents and Service Requests and the need to contact the X Service Desk (e.g., application system errors, additional end user training, self-help capabilities, improved Root Cause Analysis)
88. Recommend, and implement Customer-approved, Service X Desk improvements
89. Provide online/portal access to Service Desk reports X First Contact Resolution Management
Develop and maintain a list of Level 1 and Level 2
90. Resolvable Incidents (i.e., Incidents that the Service Desk is X able to Resolve without having to escalate to an alternative internal or external Resolver group)
91. Continually update list of Level 1 and Level 2 Resolvable X
Schedule 38 - Service Desk SOW
No. Responsibility Service Customer Provider
Incidents based on updates to knowledge bases and
Service Desk reports
Ensure that Service Provider's Service Desk staff are
92. appropriately trained to achieve Customer's First Contact X Resolution goals and Service Levels (e.g., trained on the Customer's specific environments)
Knowledge Base
Provide initial knowledge base, during transition, for all supported technologies including scripts, technical
93. architecture, and logistical infonnation (such as, site access X procedures); inform Service Provider of Customer-driven changes to the initial knowledge base through the change manaqement process
Manage and maintain knowledge base, to include Incidents,
94. Problems and Resolutions, Root Cause Analyses and any X new release information pertaining to Changes and
upqrades
Use knowledge base information to improve the number of
95. and type of Level 1 and Level 2 Incidents that are X Resolvable by the Service Desk and end users through self-help (i.e. "shift left")
96. Document solutions to Resolved Incidents in knowledge X base and update Service Desk scriots
97. Make knowledge base available to all Customer End-Users X Governance-Related Activities
Report and review status of Level 1 Service Desk
98. improvement initiatives during monthly operational X qovernance meetinqs
99. Implement Customer-approved Level 1 improvement X initiatives Based on operational observations, recommend changes to 100. IT governance for service enhancements to improve the X services delivered by IT
Schedule 3B - Service Desk SOW
EXHIBIT 3 - SUPPORTED HARDWARE, SOFTWARE AND TOOLS
The Service Desk will support the hardware and Software in Customer's environment, including such hardware and Software existing as of the applicable Service Commencement Date and new hardware and Software added during the Term (the "Service Desk Supported Hardware" and "Service Desk Supported Software,» respectively). The Service Desk Supported Hardware and Service Desk Supported Software includ~s the hardware and Software set forth in this Schedule 3B, Exhibit 3, attached hereto.
The software and tools that Service Provider will use in the delivery of the Service Desk Services include those set forth in this Schedule 3B, Exhibit 3, attached hereto.
Service Provider will update Schedule 3B, Exhibit 3 throughout the term of the Agreement.
Page13of 13
Schedule 3B, Exhibit 3
Service Desk and End-User Supported Hardware and Software City of Santa Clara
CONFIDENTIAL
SCHEDULE 3B
EXHIBIT 3
SERVICE DESK MANAGEMENT TOOLS
TO
MASTER SERVICES AGREEMENT
BY ANO BETWEEN
CITY OF SANTA CLARA
AND
UNISYS CORPORATION
Schedule 3B, Exhibit 3- Service Desk Management Tools
Schedule 3B, Exhibit 3
Service Desk Management Tools
This is Schedule 38, Exhibit 3 (Service Desk Management Tools) to the Agreement between the City of Santa Clara and Service Provider.
Service Provider shall provide and utilize the tools listed in Table 1 below, in connection with its performance of the Services.
Schedule 38, Exhibit 3- Service Desk Management Tools
Table 1. Service Desk Management Tools
Service Desk Management Tools I
Function nescription I -· - -------~-- ------ -
Reporting capabilities include reports from
predefined report and the ability to
Service Level & Key Performance generate snapshots of current data and Indicator (KPI) Monitoring and ServiceNow ITSM applications allows users to save, share, publish, or Reporting export any of the reports as needed.
Analytics provide access to KPl's to
generate interactive visualizations.
Password reset enables end users to reset
their own passwords using self-service and
automation. The Service Desk assisted
ServiceNow Password Reset password reset feature is an alternative Password Self-Service application with Orchestration approach that provides a streamlined module process to quickly fulfill password reset
requests. This is enabled by an
orchestration workflow to one back-end
credential store, i.e. AD.
Account Management, DNS Unisys uses the Windows Active Directory Windows Active Directory Functionality (provided by the City) to support perform this sunnort.
Outage notification will be posted on
ServiceNow Portal ServiceNow End User portal as needed to support key outages to employees.
Outage Notification
Outages and notification will also be posted
ACD/IVR on the front end of the IVR for callers as
directed bv the Citv
Reporting capabilities include reports from
predefined report and the ability to
ServiceNow Reporting and generate snapshots of current data and Ad Hoc Reporting and Analytics Analytics allows users to save, share, publish, or export any of the reports as needed.
Analytics provide access to KPl's to
oenerate interactive visualizations.
ServiceNow ITSM applications The ServiceNow platform provides a single Service Management, Including system of record and engagement that is shared across all of the ITIL/ITSM
Change, Configuration, Incident. processes. The processes natively share Release, and Problem information and common workflow and are Management tightly integrated with all the other modules and processes within ServiceNow.
LogMeln The Unisys LogMeln Rescue remote
Remote Control
control solution delivers secure remote
access in an appliance model and provides
advanced support capabilities such as
reboot/reconnect, two-way file transfer and
session recordina
SCHEDULE 3C
END-USER SERVICES SOW
TO MASTER SERVICE AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
SERVICE PROVIDER
Schedule 3C - End-User Services SOW
Table of Contents
1. OVERVIEW ........................................................................................................................................................ 3
2. SERVICE DESCRIPTION AND MAJOR FUNCTIONS ............................................................................. 3
3. SlJPPORTED SYSTEMS AND QUANTITIES .............................................................................................. 4
4. RESPONSIBILITY MATRIX .......................................................................................................................... 4
5. SUPPORT REQUIR.EMENTS ......................................................................................................................... 4
6. SERVICE LEVELS .................................................................................................. , ........................................ 4
7. REPORTS .......................................................................................................................................................... 4
8. CRITICAL DELIVERABLES ......................................................................................................................... 5
9. CHANGES TO MSA ......................................................................................................................................... S List of Exhibits
L. EXHIBIT 1 - DEFINITIONS ................................................................................................................... 5
2. EXHIBIT 2 - RESPONSJBJLITY MATRIX .......................................................................................... 6
3. EXHIBIT 3 - END-USER SUPPORTED HARDWARE, SOFTWARE, TOOLS AND IMAGES .... 12
Schedule 3C - End-User Services SOW
1. Overview
This Statement of Work for End-User services ("SOW") has been entered into pursuant to the Master Services Agreement (the "MSA") between Customer and Service Provider.
In addition to the End-User Services, Service Provider will perform the cross-functional functions described_in Schedule 3A to the Agreement.
Service Provider will be responsible for providing the tools required to deliver the End-User Services set forth in this Schedule, unless otherwise agreed to by Customer.
Capitalized terms used in this SOW have the meanings set forth in Exhibit 1.
2. Service Description and Major Functions
The primary objective of End-User Services is to provide Customer with a stable and reliable End-User environment so that they can effectively perform City business. This includes all activities associated with the procurement, maintenance, inventory, design, selection, implementation, utilization, modification, testing and configuration, troubleshooting and Incident and Problem Resolution for all of End-User devices, Software, data and network connectivity. This SOW defines the responsibilities for delivering End-User Services.
Service Provider shall provide and support the Customer End-User environment listed in Section 3 of this SOW, which represents a point in time listing of the current End-User environment components and which the Parties agree will change over the term of the Agreement.
Working in conjunction with the Service Desk Service Provider will provide comprehensive End-User Services that include:
■ End-User Device Management, including:
o Core Software and Application Software Image Management o Application installation
o Asset management
o Remote troubleshooting
■ Field Services, including:
o Device Software support
o Install, Move, Add, Change, Decommission (IMACD)
o Mobile device administration and management
o L 1 output fleet triage
o Data network cabling triage
■ Public Safety-related Services (Police and Fire)
o Mobile Data Computing (MDC) device support, including imaging, IMACDs, Incident and Problem management (break/fix), patching and maintenance ■ Peripheral Device Level 2 Break/Fix
o Audio visual projectors
o Audio and video conference equipment and connectivity ■ City Council and Commission meeting equipment support ■ VIP Support
o End-User support for Customers individuals identified VIPs, who may require expedited Services or after hours support
■ VOiP Phone System Support (Level 1 and Level 2 support)
Schedule 3C - End-User Services SOW
Without limiting Service Provider's obligations under the Agreement, including this Schedule 3C and the other Schedules referenced in the Agreement, Service Provider's solution and technical approaches for this Service Area shall conform with the Service Provider's solution and technical approaches as provided in the following documents, as such documents may be amended during the term of this Agreement by the Parties in writing, and which are hereby incorporated into this Schedule 3C by reference. Nothing in the following documents shall limit Service Provider's obligations under the Agreement. If the provisions of this Schedule 3C or any other Schedule (including Appendixes) conflict with one or more of the following documents, the provisions of this Schedule 3C or such other Schedule (including Appendixes) shall control.
• Final Service Area Solutions.docx
3. Supported Systems and Quantities
The baseline quantities supported by Enterprise Compute Services are listed in Schedule 5 - Fees.
4. Responsibility Matrix
Exhibit 2 sets forth the Responsibility Matrix for services relevant to this SOW.
5. Support Requirements
Service Provider will provide End-User Services during the following Customer business hours.
Department/Customer End-User Required Support Hours Type of Support Required Group
Standard Business Hours
Customer Departments)
(all Monday - Friday, 7:00 a.m. - On site, remote
7:00 p.m. Pacific
VIPs
City Council and City Committees (for
evening meetings)
6. Service Levels
24x7 (on an exception basis)
7:00 p.m. - 7:30 p.m. (as
needed on an exception basis,
no more than once per week on
average)
On call, remote
On site, remote
The Service Levels applicable for End-User Services is provided in Schedule 4 - Service Levels.
Customer may change or add Service Levels through the Change Control procedures.
7. Reports
Service Provider shall provide reports relating to the End-User Services, as set forth in Schedule 7 - Reports.
Schedule 3C - End-User Services SOW
8. Critical Deliverables
As of the Effective Date of the Agreement, there are no Critical Deliverables associated with End-User Services.
9. Changes to MSA
This SOW does not change any terms in the MSA and its Schedules.
Schedule 3C - End-User Services SOW
EXHIBIT 1: DEFINITIONS
See Schedule 1 - Definitions for definitions applicable to this Schedule.
Schedule 3C - End-User Services SOW
EXHIBIT 2: RESPONSIBILITY MATRIX
The Responsibility Matrix below shows which party is responsible for the listed task. It is not the intent of the Responsibility Matrix to absolutely identify or define every process, activity or task to be performed by Service Provider as a managed services function.
Service Provider's responsibilities for the End-User Services apply to all computing devices including desktop PCs and mobile devices (e.g., laptops, tablets, smart phones, public safety devices (e.g., MDCs)). •
The responsibility matrix for End-User Services is set forth below.
No. Responsibility Service Customer Provider
Core Software Image Build and Deployment
1. Define Core Software image(s) specifications for End-User X devices
2. Provide business requirements required for Service Provider X to define Core Software imaqe(s) Develop, document, and maintain detailed technical
3. specifications that define and support the build, test, and X deployment plans for the standard Core Software image(s)
4. Review and approve standard Core Software image X specifications
5. Provide representative new and legacy hardware for Image X testing
6. Build Core Software images for End-User devices X
Conduct system-level and End-User testing of Core Software
7. image(s) to validate that they perform in accordance with the X approved specifications
8. Review and approve Core Software image testing results X
9. Approve Core Software imaqe(s) for deployment X
10. Distribute core software images to OEM, VARs and resolver X teams as required
11. Provide approval, licenses and Software prior to certification, X packaging and deplovment
12. Deploy approved Core Software image(s) on applicable X devices
13. Provide and administer Software distribution tools X Recreate End-User device environment to previous state
including base build plus all End-User specific features,
14. functions and applications, in cases where End-User's device X has been adversely modified due to unsuccessful Core
Software Image deployments
15. Automate Core Software image deployment processes (e.g., X remote electronic uoaradinq of device imaqes) Provide image package lifecycle management tracking and
16. reporting (e.g., all packages in the Customer environment, X packages being redone)
Application Software Image Build and Deployment
17. Define Application Software image specifications and X deolovment plans
18. Provide business requirements required for Service Provider X to define Aoolication Software image(s)
19. Review and approve Application Software image X
specifications and deployment plans
Schedule 3C - End-User Services SOW
No. Responsibility Service Customer Provider
20. Build the Customer APPiication Software image X
21. Conduct End-User testing of Application Software image(s) X
22. Validate that software images perform in accordance with the X aooroved specifications
23. Approve APPiication Software imaqe(s) for deploYment X Conduct deployment testing to verify that images can be
24. deployed successfully and operate with all supported X applications, hardware and Software
Manage deployment efforts using formal project management
25. tools, methodologies and standards (e.g., ITIL change and X confiauration manaqement practices)
26. El~ctronically deploy approved Application Software image(s) X on aoplicable devices
Provide image package lifecycle management tracking and
27. reporting (e.g., all packages in the Customer environment, X oackaqes beina redone)
28. Manage and maintain the End-User device software portfolio X IMACDs
Perform equipment and software installations, moves, adds, changes, and disposals ("IMACDs") and re-installations in
29. accordance with the specific Service Request, procedures X and other application policies (e.g., information security policies)
30. Conduct data and application migration that is necessary due X to any hardware or software IMACDs and re-installations 31 . Perform coordination functions for the management and X allocation of IMACDs
32. Receive equipment in accordance with the IMACD Service X Reauest
33. Service equipment in accordance with the IMACD Service X Reauest
34. Provide End-User basic user training as requested when .X installinq a new standard device
35. Maintain a Definitive Software Library (DSL), which holds the X master copy and associated documentation for Software
36. Package and transit equipment to new internal Customer X location
37. Packaae of eauioment to new sites or locations X
38. Formal sign-off of device handover to the End User after X completion of IMACD Service Request
39. Provide and install firmware updates and upgrades on the X physical device Provide on-site desk side support in order to assist help End
40. Users Resolve Incidents and/or to fulfill Service Requests that X cannot be addressed bv remote means
Apply asset management tags and update appropriate
41 . database (e.g., asset management database) per the X Procedures Manual
Break-Fix
Coordinate with the Service Desk and all other necessary
42. Service Provider, Third Party and Customer support X organizations to manage all on-site break/fix Incidents and Service Reauests to Resolution and closure
. Page 8 of 12
Schedule 3C - End-User Services SOW
No. Responsibility Service Customer Provider
Coordinate with End-User or other site staff to schedule on43. site technical support visit in response to an escalated X Incident or Service Reauest
Dispatch appropriate Level 2 or Level 3 technician(s) in response to an escalated Incident or Service Request,
44. including out of scope hardware components, if authorized by X Customer (Service Provider to provide support for out of scope hardware components on a best efforts basis)
Provide Level 2 onsite break/fix support for Customer
45. peripheral devices (e.g., audio visual projectors, conference X room video and audio eauipment)
46. Provide after-hours Level 2 or 3 support for City Council and X Commission meetinas Review Service Desk ticket history including previous tickets for the same issue such as status and Resolution before
47. arrival at on-site Customer location where work will be X performed (e.g., response to break/fix Incident, Service Request, IMACD)
48. Minimize handoff of open tickets to new Service Provider End- X User personnel when possible Troubleshoot, diagnose, and Resolve Incidents for devices,
49. including removing and/or repairing physically broken or X inoperable devices
Conduct proactive and preventative maintenance of devices
50. for which support has been requested during each on-site X technical suPPOrt visit
Install malware protection software (e.g., anti-virus, anti51 . SPAM, anti-spyware) on all network attached devices for X which Service Provider discovers inadequate or improper virus protection
52. Maintain agreements with vendor/.third party for repair of in- X warranty equipment
53. Coordinate with OEM hardware maintenance supplier to X repair failed hardware for in-warranty devices Diagnose and identify/confirm fault and execute process
54. defined in Procedures Manual for service of non-warranty X device failures. This may entail replacement with a spare after initial triaae or initiation of the procurement process
55. Use of swap pool or 'hot-swap' devices as appropriate, or use X ·of Customer supplied parts to repair for non-warranty devices
56. Obtain quote for repair then obtain authorization from X Customer for exoenditure for repair of non-warranty devices
57. Restore work area to ore-repair condition X
58. Obtain End-User acknowledgment for Resolution of Incident X or comPletion of Service Request
59. Update knowledge base during and after Resolution of X break/fix Incidents and Service Reauests Swap Pool and Soares Management
60. Establish and maintain equipment sparing requirements and X spares inventory levels to meet Service Levels
61 . Package and ship failed equipment to the manufacturer or X authorized third oartv for repair
62. Position and store soare equipment in accordance with X
Schedule 3C - End-User Services SOW
II Responsibility Service No. Provider
Customer
aqreed policies or protocols
Provide a quarterly report identifying equipment at or near
63. end-of-life and its impact on spare parts inventories and X service reoairs
64. Provide loan equipment for the temporary replacement of X hardware that requires off-site repair
65. Maintain financial responsibility for spare systems required for X provisioning, and maintenance of soare oarts inventorv
66. Administer manufacturer warranty repair or replacement on X oool soares equipment VIP Support
Prioritize and escalate Incidents from End-Users and
67. determine those that fall under agreed criteria for special X handling such as VIP executive support or other business critical svstems and functions
68. Provide list of VIP users and uodate as necessarv X
69. Provide aft!:!r-hours Level 2 or 3 on-site support for Customer X VIPs, as requested on an exception basis Mobile Device Administration
70. Set up new user accounts on mobile devices X
Establish mobile device connectivity with Customer networks
71. as relevant (e.g., wired network, Wi-Fi, public safety networks) X and ensure that End-User is able to access Customer resources required to perform their iob (e.Q., systems access)
72. Set mobile device settings in accordance with Customer X approved oolicies (e.a. securitv, accessibilitv, data)
73. Install Customer required applications that may not be X included in the Core Software or Aoolication Software imaqes
74. Establish connectivity to approved City mobile application X capabilities (e.g., on premise COTS, SaaS) Smart Phone and Tablet-Specific Administration and
Suooort
75. Establish voice and/or data service connectivity for Customer X throuah Third Party service providers as relevant Create a process for authorizing the provisioning of
76. smartphones and tablets and manage aspects of provisioning, X maintenance suooort and termination of Services
77. Coordinate the reoair of smartohones and tablets X
78. Contact the appropriate Third Party service provider(s) to X arranqe repair
79. Obtain a RMA (return materials authorization) if required X Coordinate the issuance of new smartphones and tablets, the
80. replacement of lost or stolen smartphones and tablets, and X the recovery of smartphones and tablets no lonq~r reauired
81. Provide mailbox and calendar service management for X authorized srnartphones and tablets
82. Re-load data or back up files as necessarv X
Printers, Plotters, Scanners, MFD1 Copier Support
83. Provide on-site Level 1 triage for printers, scanners, plotters, X MFDs, copiers
84. Maintain support agreements with Third Party providers for X Level 2 and Level 3 break-fix
85. Coordinate with Third Partv service oroviders for Level 2 and X
Schedule 3C - End-User Services SOW
No. Responsibility Service Customer Provider
Level 3 support and hardware break-fix
LAN Cabling
86. Triage LAN / voice cabling issues and coordinate repair with X cablinq vendor if required
87. Establish support aqreements with cablinq vendor as required X
88. Manage and maintain the End-User device software portfolio
89. Coordinate Third Party Level 2 and Level 3 support for LAN X cablinq Continuous Improvement
90. Assist departments to configure and obtain quotations for X . hardware and End-User software ourchases
91. Recommend and maintain hardware standards for End-User X hardware
Schedule 3C - End-User Services SOW
EXHIBIT 3: END-USER SUPPORTED HARDWARE, SOFTWARE, TOOLS AND IMAGES The Service Provider will support the h_ardware and Software in the End-User environment, including such hardware and Software existing as of the applicable Service Commencement Date and new hardware and Software added during the Term (the "End-User Supported Hardware" and "End-User Supported Software," respectively). The End-User Supported Hardware and End-User Supported Software includes the hardware and software set forth in Schedule 3B, Exhibit 3 (Service Desk and EndUser Supported Hardware and Software).
Service Provider will support all Customer-defined core images in the End User environment, including such images existing as of the applicable Service Commencement Date and new images added during the term of the Agreement. The End-User Supported Hardware and End-User Supported Images includes the images set forth in this Schedule 3C, Exhibit 3, attached hereto.
The tools and that Service Provider will use in the delivery of the End User Services include those set forth in this Schedule 3C, Exhibit 3, attached hereto.
Service Provider will update Schedule 3C, Exhibit 3 throughout the term of the Agreement.
SCHEDULE 3C
EXHIBIT3
END USER MANAGEMENT TOOLS
TO
MASTER SERVICES AGREEMENT
BY AND BETWEEN
CITY OF SANTA CLARA
AND
UNISYS CORPORATION
Schedule 3B, Exhibit 3- End User Management Tools
Schedule 3C, Exhibit 3
End User Management Tools
This is Schedule 3C, Exhibit 3 (End User Management Tools) to the Agreement between the City of Santa Clara and Service Provider.
Service Provider shall provide and utilize the tools listed in Table 1 below, in connection with its performance of the Services.
Schedule 3B, Exhibit 3 - End User Management Tools
Table 1. End User Management Tools
End User Management Tools
Function
Electronic Software
Distribution and Version
Control
Core Security and
Vulnerability Protection
OS Imaging, Device
Management, Patches,
Distribution
Account Management, DNS
support
Flexera Admin Studio,
licensed by Unisys for CSC
Account Use
Troubleshoot Windows PC
remotely
Mobile Device Management
Product
City provided Microsoft System
Center Configuration Manager
SCCM
City Provided System Center
Endpoint Protection (SCEP)
functionalit ;
1 - City provided Microsoft System
Center Configuration Manager
(SCCM)
2 - Microsoft provided MDT
Microsoft De lo ment Toolkit
City Provided Windows Active
Directory
Application Packaging Tool Suite
by Flexera
Remote Control Viewer part of
SCCM
City Access to Dept. of Justice
Provided AIRWATCH software
Description
Enterprise Device Management S/W for
distribution of s/w, images, patches.
Used for antivirus and anti-malware
protection.
1 - Enterprise Device Management S/W
for distribution of s/w, images, patches.
2 - Microsoft freeware for image
development and distribution
Unisys uses the Windows Active Directory
Functionality to perform this support.
Flexera Admin Studio, licensed by Unisys
for CSC Account Use
Used by by Unisys staff to troubleshoot
user issues remotely
Mobile Device Management tool suite for
administration of mobile devices.
Schedule 3C, Exhibit 3
End-User Supported Images
City of Santa Clara
CONFIDENTIAL
SCHEDULE 30
ENTERPRISE COMPUTE SERVICES SOW
TO MASTER SERVICE AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
SERVICE PROVIDER
Schedule 3D - Enterprise Compute Services SOW
Table of Contents
1. OVERVJEW ............................................................................................................................................. 3
2. SERVJCE DESC.'RIPTION AND MA.TOR FUNCTIONS ................................................................... 3
3. SUPPORTED SYSTEMS AND QUANTITJES .................................................................................... 4
4. RESPONSIBILITY MATRIX ................................................................................................................ 4
5. SUPPORT REQUIREMENTS ............................................................................................................... 4
6. SERVICE LEVELS ................................................................................................................................. 4
7. REPORTS ................................................................................................................................................ 4
8. CRlTICAL DELIVERABLES ............................................................................................................... 4
9. CHANGES TO MSA ............................................................................................................................... 5 List of Exhibits
1. EXl-llBIT 1 - DEFLNITIONS ................................................................................................................... 6
2. Ex:BIBl'T 2 - RESPONSIBILITY MATRIX .......................................................................................... 7
3. EXHIBIT 3 - ENTERPRISE COMPUTE HARDWARE, SOFTWARE, DATABASES, AND TOOLS ..................................................................................................................................................................... 26
Schedule 3D - Enterprise Compute Services SOW
1. Overview
This Statement of Work for Enterprise Compute Services ("SOW") has been entered into pursuant to the Master Services Agreement (the "MSA") between Customer and Service Provider.
In addition to the Enterprise Compute Services, Service Provider will perform the cross-functional functions described in Schedule 3A to the Agreement.
Service ,Provider will be responsible for providing the tools required to deliver the Enterprise Compute Services set forth in this Schedule, unless otherwise agreed to by Customer.
Capitalized terms used in this SOW have the meanings set forth in Exhibit 1.
2. Service Description and Major Functions
Service Provider's Enterprise Compute Services include operational management and project support for the City data center and enterprise network, end to end management of the City's enterprise and department business application infrastructure, enterprise solution services and support services for third party hosted cloud-based services as set forth in Section 2 ("Services"). Enterprise Compute Services include:
• Computing $ervices
o On Premise Application Infrastructure Management
o Third Party Cloud Services Support
o Enterprise Computing Operations
o Storage and Data Management
o Physical Database Support
o Web Support
o Application Support
o IT Service Continuity and Disaster Recovery
• Enterprise Solution Services
o Remote Access
o Messaging
o Collaboration
o Mobility
• Network Services
o Design and Engineering
o Provisioning
o Transport
o Operations and Administration
o Monitoring and Reporting
o Documentation
o Security Planning and Operations
o Firewall Management
Schedule 3D - Enterprise Compute Services SOW
o Security Intrusion Prevention and Detection
Without limiting Service Provider's obligations under the Agreement, including this Schedule 3D and the other Schedules referenced in the Agreement, Service Provider's solution and technical approaches for this Service Area shall conform with the Service Provider's solution and technical approaches as provided in the following documents, as such documents may be amended during the term of this Agreement by the Parties in writing, and which are hereby incorporated into this Schedule 3D by reference. Nothing in the following documents shall limit Service Provider's obligations under the Agreement. If the provisions of ·this Schedule 3D or any other Schedule (including Appendixes) conflict with one or m9re of the following documents, the provisions of this Schedule 3D or such other Schedule (including Appendixes) shall control.
• Final Service Area Solutions.docx
3. Supported Systems and Quantities
The baseline quantities supported by Enterprise Compute Services are listed in Schedule 5 - Fees.
4. Responsibility Matrix
Exhibit 2 sets forth the Responsibility Matrix for services relevant to this SOW.
5. Support Requirements
■ Remote Service will be provided 24x7
■ Non-Incident / event activities will be performed during Customer's normal business hours. The normal Customer business hours are 7:00 am - 7:00 pm (Pacific Time), Monday through Friday. ■ Onsite support will be provided during normal business hours ■ Onsite after hours support will be provided for Priority 1 Incidents (e.g. impact to public safety) or as otherwise required to meet Service Levels (e.g., during pre-defined maintenance windows)
6. Service Levels
The Service Levels applicable for Enterprise Compute Services is provided in Schedule 4. Customer may change or add Service Levels through the Change Control Procedures.
7. Reports
Service Provider shall provide reports relating to the Enterprise Compute Services, as set forth in Schedule 7 - Reports.
8. Critical Deliverables
As of the Effective Date of the Agreement, the Critical Deliverables associated with Enterprise Compute Services are provided in Schedule 3A Cross - Functional Services, Critical Deliverables section.
Schedule 30 - Enterprise Compute Services SOW
9. Changes to MSA
This SOW does not change any terms in the MSA and its Schedules.
Schedule 30 - Enterprise Compute Services SOW
EXHIBIT 1 - DEFINITIONS
See Schedule 1 - Definitions for definitions applicable to this Schedule.
Schedule 3D - Enterprise Compute Services SOW
EXHIBIT 2 - RESPONSIBILITY MATRIX
The Responsibility Matrix below shows which party is responsible for the listed task. The scope of the Enterprise Compute Services includes all operational and project-based work to provide the Enterprise Compute Services. Service Provider's responsibilities shall include cross-Service Tower coordination of the Enterprise Computing Services. It is not the intent of the Responsibility Matrix to absolutely identify or define every process, activity or task to be performed by Service Provider as a managed services function.
The responsibility matrix for Enterprise Compute Services is set out below.
Computing Services
On Premise Application Infrastructure Management
The following table applies to the Customer's on premise data center and on premise hosted applications :
Function/Responsibility Service Customer
Provider
Server Operations Administration
1. Control and reconfigure servers, operating systems, processing X complexes, peripheral sub-systems and applications
2. Provide proactive real-time and regularly scheduled console monitoring and event correlation of data center core infrastructure and application systems infrastructure environments (e.g., hardware, server batch schedules, interfaces, database table spaces, LANNLANs) and application systems, respond to console messages and alerts, correlate alerts and take corrective actions as required X
(e.g., Level 1.5 support such as script execution). Key data center and systems events will be interfaced to, ingested by, and processed by the enterprise SIEM system
3. Develop and maintain standard automated scripts to perform X monitoring of Data Center core and application systems infrastructure
4. Configure and monitor in-scope physical processing partitions, X input/output sub-systems, channels and peripheral devices
5. Ensure that system devices are maintained in accordance with the X build documentation or manufacturer's instructions
6. Monitor power, air conditioning and other environmental factors X
7. Administer system processes using physical intervention and X according to agreed policies and procedures
8. Provide primary detection and diagnosis of server environment X failure, such as environmental failure
9. Assign or reassign server resources to maintain load balancing X
10. Synchronize clocks on system devices with the central time server X
11. Recommend maintenance for the enterprise computing configuration X based on good practice and manufacturer instructions
12. Proactively evaluate servers and identify and recommend strategies and efficiency opportunities (e.g., consolidation, reduction and X virtualization)
13. Automate operations that would otherwise require human intervention X and that occur automatically based on schedules, events, threshold,
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer
Provider
or status changes. These are routine systems activities as distinct from job or workload scheduling
14. Use single or aggregated consoles (single point of operation) to provide access for operations to receive event streams or routine console messages. Provide for logging, resumption or X
commencement of jobs, error indication and other acts that require operator intervention or action. Provide console automation
15. Configure and monitor in-scope physical processing partitions, input/output sub-systems, channels and peripheral devices. Monitor power, air conditioning and other environmental fa_ctors. Check that X system devices are maintained in accordance with the build documentation or manufacturer's instructions
16. Administer system processes using physical intervention and X according to agreed policies and procedures
17. Provide primary detection and diagnosis of server environment X failure, such as environmental failure
18. Assign or reassign server resources to maintain load balancing X
19. Synchronize clocks on system devices with the central time Server X
20. Recommend maintenance for the enterprise computing configuration X based on good practice and manufacturer instructions
21. Automate operations that would otherwise require human intervention and that occur automatically based on schedules, events, threshold, X or status changes. These are routine systems activities as distinct from job or workload scheduling
Operating Environment Support
22. Provide standard procedural deployment of operating system and X firmware versions
23. Provide an ongoing managed server state in accordance with agreed maintenance schedules and Service Levels. Such as monitoring for, and notification of, updates and revisions of the operating X environment for review, acceptance by the Customer and the raising of appropriate Change controls
24. Install and maintain Customer-approved, data center core and application system infrastructure, middleware and database technology solutions and services (e.g., virtual LAN, LAN switching schema, server virtualization technology, mainframe system, private X cloud and public cloud solutions) based on current and emerging Customer business and IT requirements and security policies and standa.rds
25. Provide and install firmware upgrades to in-scope information X communication technology equipment
26. Control and maintain the base components of the operating system and system Software that manages the hardware and Software resources of a computer. This comprises remote systems access X and/ or take-over (remote control). This also comprises the regular check schedules
27. Provide analysis and Level 2 support to either address Incidents or support requests. Where required, to identify the appropriate Level 3 X support teams for escalation and re-assignment
Schedule 30 - Enterprise Compute Services SOW
Function/Responsibility Service Customer
Provider
28. Provide Level 3 support on In-scope equipment such as developing and deploying support resolutions or fixes. Where appropriate, X identify the external service provider(s) and co-ordinate a solution
29. Develop, deploy and maintain appropriate operating level scripts to X automate the delivery of operating system activities
30. Manage and maintain roadmap for data center environment renewals X (e.g., hardware, Software and tools)
System Administration
31. Perform system administration activities (e.g., manage Active Directory, perform access control on infrastructure components, X manage files and disk space, manage transaction definitions, system maintenance and patching)
32. Perform system administration Changes necessary to support Services and application systems processing needs in accordance X with change management requirements
33. Perform Active Directory design based on Customer requirements X (e.g., group design)
34. Approve Active Directory design X
35. Implement, configure, manage and administer Active Directory (e.g., X groups and domains, replication schedules, database corruption, inter-regional issues, DNS registration, LDAP, and IP address ranges)
36. Document and support Customer internal and external system X interface/EDI/ FTP requirements and policies, including transport delivery locations, providers, format and schedule requirements
37. Develop and maintain a repository of all Customer interface/EDI/FTP X and distribution entities
38. Install, manage and maintain infrastructure required to securely X deliver system interface/EDI/FTP transactions
39. Conduct change and testing process~s and services associated with X interface/EDI/FTP transactions
40. Execute interface/EDI/FTP production and test distribution according X to production schedules
41. Monitor all interface, EDI and FTP transactions to ensure proper X completion
42. Resolve and rerun transactions as required and escalate non- X resolved interface/EDI/FTP transactions as required
43. Interface directly with Customer and external interface/EDI/FTP X distribution entities according to policies and procedures Facilities
44. Provide the building services within the in-scope facilities X
45. Maintain power, air conditioning and other environmental factors in X accordance with data center classification policies
46. Develop and maintain a preventative maintenance schedule and coordinate maintenance activities with ·third party providers (e.g., X HVAC, fire suppression)
47. Manage Third Party relationships for the in scope facilities (e.g., X power, air conditioning and other environmental factors) and escalate to the Citv and Third Party providers as required to address and
Schedule 30 - Enterprise Compute Services SOW
Function/Responsibility Service Customer
Provider
Resolve Incidents
48. Manage the physical security of the in-scope facilities X
49. Provide an environment to house servers and information communication technology equipment in facilities other than data X centers
50. Provide the housing facilities within the non-data center site locations X
51. Maintain power, air conditioning and other environmental factors as X appropriate relative to the quality of the facility
52. Monitor power, air conditioning and other environmental factors as X appropriate
53. Manage the physical security of the non-data center facilities X
54. Maintain and manage the audit logs and access records for non-data X center facilities
55. Report on the audit logs and access records within the boundaries of X the technology provided
56. Provide a secure workspace for the non-data center operations staff X Third Party Cloud Seryices Support
The following table applies to third party cloud-based services· (e.g., infrastructure, storage, backup and network):
Function/Responsibility Service Customer
Provider
Cloud Services Support
1. Manage Customer's current and future cloud environments (e.g., compute, databases, storage, backup, network, management tools X and processes)
2. Manage and deliver Customer's cloud computing environments and X solutions based on Customer's objectives and strategy
3. Perform cloud infrastructure orchestration services (e.g., server and storage provisioning, API and web portal/catalog access, service X management, backup, orchestration, and resource managem_ent functions) with Third Parties
4. Coordinate with Third Party cloud vendors as required to maintain X Services, Resolve Incidents and achieve Service Levels
5. Provide monitoring (e.g., application performance and availability) of Customer's application environment including ingesting and X processing cloud-based system events in the enterprise SIEM system.
6. Provide consolidated reporting of cloud and non cloud-based services, and include as part of Service Provider's ongoing X operational reporting
Enterprise Computing Operations
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
Directory, Name and Address Management
1. Manage and provide for the availability of directory, name and X address systems in accordance with business service requirements
2. Perform activities to provide for the availability of domain name . system (DNS) services •
X
3. Perform activities to provide for the availability of dynamic host X configuration protocol (DHCP) systems
4. Perform necessary activities to provide availability of directory X systems
Production Schedule Management
5. Add, modify or remove automated, scheduled system activities such as the identification of their appropriate precursors and dependencies. Undertake these changes at the appropriate time, monitor for the appropriate completion and carry out appropriate X remedial tasks if these fail inside the relevant pre-defined time constraints. Manage and automate jobs, such as workloads, batches, transaction services, continuous processes, or operating and application services
6. Establish job or workload characteristics of job activity X
7. Schedule jobs and provide scheduling workarounds or advice as to X alternative timing
8. Execute and manage on-line and batch processing in accordance X with production schedules
9. Monitor on-line and batch processing and escalate alarms to the X Service Desk
10. Provide reporting on threshold breaches in accordance with Service Levels. Make recommendations to modify threshold limits or X operating baselines in the cases of under or over reporting Utilization Management
11. Monitor consumable resources against planned allocation and report in accordance with the Service Levels. Establish a baseline for X infrastructure usage
12. Analyze and review the monitoring outputs and review the configuration, processor performance, memory usage, and 1/0 utilization of _in-scope environments to identify potential processing X bottlenecks and imbalances in order to make recommendations as to potential Changes within the environment
13. Collect data for total resource utilization and data for the load that each service places on each particular resource (over the total X infrastructure, server, network, local server and client or workstation)
14. Provide enterprise wide computing reporting on resource consumption and utilization activities in accordance with agreed X requirements and Service Levels
Performance Management
15. Establish thresholds, baselines or profiles of the normal operating levels against which the system can be periodically audited or X monitored. Establish the normal boundaries for the operating environment or specific applications within the environment
Schedule 3D- Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
16. Provide business driven thresholds and specification X
17. Monitor all on premise and cloud-based systems and specific applications 24x7x365 for transaction throughput rates, Response times and potential performance issues including providing alerts X when service-affecting performance issues arise. With respect to cloud-based systems, this relates to information available for standard integration into cloud management platforms
18. Monitor the enterprise computing environmental factors to identify potential performance Problems based on configuration or X environmental factors within the boundaries of technology provided
19. Monitor the application environment to identify potential performance Problems affecting the end-to-end performance and the End-User X experience due to internal application locks or contention. Assumes applications have monitor hook points or operational inspection points
20. Proactively monitor end-to-end application and system components to provide baseline End-User response measures, report deviations X from normal, and provide Resolution and enhancement activity to maintain and improve end-to-end Response times
21. Analyze the monitoring outputs and review the configuration, processor performance, memory usage, and 1/0 utilization of in-scope X equipment
22. Report on the monitoring outputs identifying potential processing bottlenecks and imbalances and to make recommendations as to X potential Changes within the environment
23. Review performance reporting and conduct appropriate tuning actions X to address any identified performance deficiencies Availability Management
24. Create and manage an Availability management plan to establish an integrated process for identifying, documenting, monitoring, X evaluating and controlling the Customer's technology, systems or information technology Services
25. Have the entitlement to own the end-to-end process across all environments. Coordinate and control the participation in the process for all service providers, such as the provision, support and X maintenance of the Availability Plan for components of this environment
26. Provide input to the Availability Plan in relation to Cls in this X environment.
27. Analyze and determine the infrastructure required to achieve efficient X use of resources to deliver Service requirements
28. Monitor and measure Service Levels and key performance indicators for Availability in accordance with the availability management plan. X Report both status and exceptions
29. Provide monitoring and trend analysis of the Availability, reliability and maintainability of technology, systems or information technology X Services to identify areas for improvement
30. Design and manage plans to improve availability X
31 . Provide strategy reviews using trend analysis to review service X Availability against planned future requirements
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
32. Plan for new and enhanced Services in accordance with forecasting X activities
33. Prioritize and approve new and enhanced Services through the X Change Management process
34. Identify threats and vulnerabilities to the ongoing Availability of the Service in accordance with diagnosed trends and future proposed X developments
Storage and Data Management
Function/Responsibility Service Customer
Provider
Storage and Data Management (General)
1. Gather storage requirements (e.g., performance, level of data segregation, backup, restore, archival, data retention, reliability, X encryption, security, scheduling, access control) and storage strategy (e.g., on prem or cloud)
2. Recommend data storage management Services solutions (e.g., shared/dedicated storage, tiered storage, platforms, supporting infrastructure, encryption, security, scheduling, access control) and X procedures to meet Customer's on prem or cloud requirements in accordance with storaoe strateav
3. Monitor storage levels against capacity and notify Customer when X storaae capacitv reaches defined thresholds
4. Manage storage consumption for and within applications and/or • systems so that the appropriate users or applications have the correct X quotas and that usage falls within the guidelines for capacity and usaoe as defined in the Procedures Manual
5. Recommend additional storage capacity based on capacity and X projected qrowth
6. Review and approve Service Provider recommendations for X additional storaQe capacity
7. Provide monthly monitoring and analysis of stored data in terms of size, location, and type for exceptions in accordance with agreed X policies as defined in the Procedures Manual
Storage and Data Management (cloud)
8. Manage Third Party provider's cloud-based storage solution for X Customer's cloud storaae
9. Manage implementation of Customer approved cloud storage X caoacitv with cloud storaae orovider
10. Remove (archive or delete) expired data in accordance with the archiving, retention and deletion policies defined in the Procedures X Manual.
Storage and Data Management (on premise)
11. Manage In-Scope equipment in accordance with the storage policy X defined in the Procedures Manual
12. Implement Customer approved changes to storage capacity X
13. Manage disk and storage arrays in accordance with policy defined in X the Procedures Manual
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer
Provider
14. Provide for the allocation and initialization of disk and storage arrays X in terms of usaqe and location
15. Modify and upgrade the allocation of disk arrays and disk packs X based on business requirements as requested bv the Customer
16. Provide monthly monitoring and analysis of disk and storage arrays X for exceptions in accordance with aqreed policies
17. Provide for the initialization, recovery and resizing of file systems X based on utilization and/or projected qrowth Data Transfer
18. Maintain processes for file transfer to and from required systems, X verifying successful transfer and data verification Back-Up and Restore Operations (on premise)
19. Execute and monitor the backup, recovery and archive activity within the Customer environment in accordance with the storage policy X defined in the Procedures Manual
20. Provide backup schedules and effectiveness reporting, especially in X distributed environments
21. Perform media backup on a centralized and/or remote basis X
22. Restore or recover lost or damaged data from backup media upon X Customer request in accordance with the media and data cataloq
23. Testing of media backups to determine media readability as defined X in the Procedures Manual
24. Pre and post testing of backup subsystems such as reporting on X success and failure rates
25. Testing of media restores to determine media readability and data X validity as requested
26. Prior to and after post testing of restores such as reporting on X success and failure rates
Media Management and Library Management
27. Maintain and schedule automated media devices, such as autoidentification, tagging and security of physical media and associated X data
28. Maintain the schedule of media packaging and off-site dispatch X
29. Maintain a usage and availability register so that adequate physical media is available to meet actual and forecasted usage. Perform escalation in accordance with agreed policies when thresholds are exceeded
30. Provide secure storage of Customer media at the data center, off-site or Customer site location, maintain records of media movement and X provide periodic reports or audits of media store
31. Prior to and after post testing of restores such as reporting on X success and failure rates
Physical Database Support
Function/Responsibility Service Customer Provider
1. Confiqure and maintain the Customer's database servers X
2. Install, confiqure and maintain database software to support the X
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service
Provider
Customer
normal business operation of Customer applications and other software components associated with databases . 3. Perfor,m Customer database requests {e.g., database copies/cloning, X data import/export requests, Service Requests)
4. Perform database administrative tasks {e.g., database link creation and maintenance, tables pace reorganizations, database space monitoring and management, security/permissions, user ID administration, performance/threshold monitoring, tuning, database X
cleanups/archivina
5. Analyze, identify and troubleshoot issues in databases (e.g., X corruption)
6. Execute all database system level Changes (e.g., initialization parameters)
7. Execute all schema Changes for all instances and allow for rollback X of data
8. Implement database data definition requirements for applications (e.g., IMAC for tables, triaaers, attributes, stored procedures) X
9. Maintain documentation for all database instance parameters and X system settings
10. Proactively identify and remediate bottlenecks (e.g., locking conflicts, X latch contention, rollback reauirements) for all database instances
11. Resolve locking conflicts, latch contention, rollback requirements, X problematic SOL, processes, etc., for all database instances
12. Provide technical assistance and subject matter expertise to X Customer and Third Party Provider applications aroups
13. Proactively monitor databases and report Incidents to the Service X Desk
Web Support
Function/Responsibility Service Customer
Provider
1. Develop architecture, standards and requirements for web-based X application systems and web server infrastructure
2. Approve architecture and design of web-based application systems X and web server infrastructure
3. Install, configure, support and maintain web-based application X systems and web server infrastructure components (e.g., DMZ infrastructure, hardened servers, middleware, SSL certificates)
4. Manage web proxy services, including user support, administration, X and management
5. Manage web content and relationships with Third Party providers of X web content/application
6. Coordinate with Customer and Third Party providers to perform X Incident and Problem identification and Resolution activities
7. Monitor and report on Customer's web site and web server activity X (e.g., inbound and outbound traffic, bandwidth usage, security vulnerability, cyber-attacks, number of web site hits, Availability and response time)
Schedule 3D - Enterprise Compute Services SOW
Application Support
Function/Responsibility Service Customer
Provider
1. Build application landscapes and transition Customer applications as X required, including working with Third Parties as relevant
2. Support applications test-to-production migration activities X
3. Perform application tuning and reporting and make recommendations X to improve performance as requested
4. Migrate, configure and maintain application and operating Software for Customer's production version(s) as of the se·rvice X Commencement Date and two previous sequential versions
5. Migrate, configure and maintain application software version X modifications, release modifications and patch modifications
6. Perform software fault isolation, troubleshooting and failure recovery X
7. Interface with Customer and Third Party provider application development and support groups as required during application X development and maintenance activities
8. Coordinate with Customer and Third Party providers to ascertain ongoing infrastructure support requirements and specifications for X applications
9. Perform application release modifications and patch modifications as X required in accordance with the applicable release calendar
10. Apply application hot pack packages and patches as required X IT Service Continuity and Disaster Recovery
Function/Responsibility Service Customer Provider
1. Establish and execute processes to ensure the Disaster Recovery X Plan is kept up-to-date in order to reflect Changes in Customer environment
2. Participate in Disaster Recovery Plan testing X
3. Lead semi-annual (at minimum) disaster recovery status review X meeting to include review of disaster recovery strategy, technical enhancements to the Disaster Recovery Plan and Disaster Recovery Plan changes based on changes in the production environment, including updates to the Business Continuity Plan based on dependencies on IT Disaster Recovery capabilities
4. Participate in semi-annual disaster recovery status review meeting X
5. Perform scheduled Disaster Recovery Plan tests in accordance with X Customer's requirements, and notify Customer of any deficiencies in the Disaster Recovery Plan and infrastructure environments that prevent the successful recovery of application systems
6. Coordinate involvement of all actual Disaster recovery and Disaster X recovery test participants (e.g., Customer, Third Party Providers, End Users)
7. Track and report Disaster Recovery Plan test results to Customer X
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
within 30 days following test completion
8. Approve Disaster Recovery Plan test results X
9. Develop action plan to address Disaster recovery test results X
10. Approve action plan to address Disaster recovery test results X
11. Implement action plan and provide ongoing status until completion X
12. Advise and recommend on potential Disaster situations, based on X established protocols
13. Declare Disaster X
14. Activate the Disaster Recovery Plan in the event of a Disaster and X notify Customer and Third Party providers in accordance with the Disaster Recovery Plan
15. Coordinate with Customer and Third Party providers during a Disaster X in accordance with the applicable Disaster Recovery Plan
16. Implement the Disaster Recovery Plan and conduct activities required X to recover the Services in accordance with the Disaster Recovery Plan
Enterprise Solution Services
Function/Responsibility Service Customer Provider
General
1. Meet with Custo'mer departments to advise them on how they can better utilize available enterprise solution to improve their business X outcomes
Remote Access
2. Provide Customer requirements and Customer policies related to X remote access
3. Install, manage, maintain and support remote access hardware and X Software
4. Test connectivity and accessibility to applications made available via X remote access
5. Provide technical assistance and subject matter expertise as required X by other IT Service Towers and Third Party providers for remote access products and solutions
6. Perform system or component configuration changes necessary to X support remote access
Messaging
7. Maintain Customer current (on premise) and future (e.g., Microsoft X 365) messaging solution and procedures
8. Manage, configure, maintain and support Customer's on premise X messaqinq infrastructure and aoolication environment
9. Provision licenses for current and future messaging solutions X
10. Define mailbox provisioning policies (e.g., retention, size, archival) X
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
11. Provide email system administration services (e.g., mailbox X administration, add/move/delete, mailbox permissions, creation of distribution lists and owners), including wireless device components for current (on premise) and future messaqinq solutions
12. Provide public folder administration services (e.g., creation/deletion of X folders, folder owner permissions and ownership assignment, and folder replication management) for current state (i.e., on premise) and future environments
13. Install, test, provide technical support, database administration and security administration for messaging applications for current state X
(i.e., on oremise} environments
14. Provide messaging technical assistance and subject matter expertise X sunnort as reauired by Customer and Third Party providers
15. Provide messaging backup and recovery and archiving to meet X Customer requirements (e.g., business, regulatory, compliance requirements) for current state (i.e. , on premise) environments Collaboration
16. Perform site administration function for Customer collaboration sites X (e.Q., site permissions, site creation and confiquration)
17. Provide Service Provider with requirements for initial site setup X
18. Assist Customer with initial setup of collaboration sites X
19. Provide functional and "how to" support to Customer X
20. Provide support in troubleshooting site problems X
21. Provide user training to Customer users (e.g., features, functionality, X customization) Mobility
22. Manage solution to provide mobile device management service for X Customer
23. Gather End-User requirements for mobility devices (e.g., applications, X functionalitv, access)
24. Support and use Third Party provider's SaaS-based tool (e.g., AirWatch Cloud) to manage mobility devices (e.g., device adds, new user account setup, network connectivity, user account modifications, X security settings, operating system and application distribution, confiquration settinqs, patchina, data distribution, device removal)
25. Manage and support Customer mobile devices based on End-User X requirements and Customer policies
26. Configure user authentication and access controls to enforce X standard device securitv, authentication and encryption
Schedule 3D - Enterprise Compute Services SOW
Network Services
Network Design and Engineering Services
Function/Responsibility
1. Prepare and provide network design, engineering, security plans and schedules (e.g., service design package) to support new and enhanced applications, architectures and standards based on established procedures as needed or requested by Customer
2. Approve network design, engineering, security plans and schedules
3. Provide recommendations for optimizing network design
4. Approve recommendations for optimizing network design
5. Coordinate with customer and third parties as required to meet service requirements and Service Levels
6. Implement Customer-approved changes to the network environment in accordance with the change management process
7. Develop schedule for implementation of changes to the network environment for Customer's review and approval
8. Approve schedule for implementation of Changes to the network environment
9. Coordinate design and engineering efforts with Customer and Third Parties as required
10. Provide technical advice to all IT groups and Service Towers to optimize utilization of data and applications over the network (e.g., Customer IT architects, Third Party application development and maintenance service provider)
Network Provisioning Services
Function/Responsibility
1. Specify network provisioning physical requirements (e.g., power, floor space)
2. Coordinate ordering, procurement and inventory management of network components
3. Order and expedite delivery of network equipment and services
4. Coordinate and oversee third-party installation activities (e.g., in Data Center router installation)
5. Install equipment and establish connectivity as required in accordance the Customer policies relating to compliance standards
6. Document router configuration files and IP addressing schemas and standards
7. Ensure that all new network components provisioned are included in all Cross Functional Services-related documentation (e.g., asset management and configuration management)
8. Upgrade, remove, and decommission network components, as
Service Customer Provider
X
X
X
X
X
X
X
X
X
X
Service Customer Provider
X
X
X
X
X
X
X
X
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
required, from the data center as required, per agreed schedules and in accordance with Customer policies
Network Transport Services
Function/Responsibility Service Customer Provider
1. Schedule, coordinate, and perform support activities for Network X Transport Services
2. Procure Network Transport Services to the Customer as requested X
3. Coordinate and manage the installation, testing, and support activities X of transport vendors as a Project.
4. Perform yearly reviews with the transport vendors to ensure X contractual obligations are met
5. Check that transport vendors provide quotes and execute orders in accordance with each transport vendor's respective service level X agreement
6. Review and report on the performance of Network Transport Services X to cover load and latency metrics
7. Analyze performance reports and recommend actions to the X Customer as necessary
8. Conduct review of telecommunication invoices:
• Identify invoice variances
• Escalate deviation to the Customer governance team for action X • Assign/categorize invoices to appropriate business unit • Conduct annual contract and invoice review with transport vendors and provide recommendations to the Customer
Network Operations and Administration Services
Function/Responsibility Service Customer Provider
1. Perform day-to-day network operations and administration activities X
2. Manage carriers and other agreed Third Parties to provide network X services
3. Develop, manage and maintain inventory of network traffic (e.g., X types, sources, services)
4. Manage network assets in accordance with Customer policies X (including security oversight and Change Management processes)
5. Recommend, and implement and manage Customer-approved, QoS X and Cos for QoS/CoS sensitive applications, including IPNOIPbased telephony systems
6. Administer and configure traffic profiles that allow traffic prioritization, such as profiles to segment the traffic logically, to load balance over X different networks with the obiective of improving responsiveness and
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
offloading functionality from servers on the network.
7. Recommend IP addressing, directory and configuration information X and requirements
8. Approve IP addressing, directory and configuration information and X requirements
9. Develop and maintain IP addressing schemes, router configurations X and routing tables that meet Customer's requirements
10. Manage and maintain DNS/DHCP services X
11. Provide requirements (e.g., security, performance) for physical and X logical network traffic segmentation
12. Recommend approaches, technologies and network management X techniques for physical and logical network traffic segmentation
13. Approve approaches, technologies and network management X techniques for physical and logical network traffic segmentation
14. Implement, manage and maintain physical and logical network traffic segmentation to meet Customer's requirements (e.g., security, X
performance) and Service Levels
15. Manage technical Third Party relationships for facility cable X management services (e.g., physical wiring between servers and wiring closet at the data center)
16. Manage and maintain current inventory of cable plant, including X documentation
17. Manage and maintain current inventory of redundant dark fiber X connecting Customer Service Locations
18. Manage and provide proactive and reactive maintenance on network X components
19. Maintain and provide security information in an agreed upon format (e.g., access, general logs, application logs) in accordance with X
Customer's policies relating to security
20. Coordinate network administration activities through the change X management processes
21. Support provisioning and de-provisioning account activities and X maintain associated history logs as required
22. Support activities related to Customer-planned or Third Party planned X and unplanned outages (e.g., post-power outage startup activities, Customer preparedness emergency exercises or Incidents, recovery) Network Monitoring and Reporting Services
Function/Responsibility Service Customer Provider
1. Manage current or provide and manage new automated tools for monitoring network devices and traffic from a Service ProviderX provided Network Operations Center (NOC)
2. Implement measures and provide proactive analysis of network data X and reports to limit network outages and optimize network
Schedule 30 - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
performance
3. Proactively monitor current network utilization and provide information X to Customer for use in determining future capacity requirements, events and network monitoring measurements, which shall be integrated into enterprise SIEM system
4. Perform Incident determination,.alert identification and correlation, X and Resolution for in-scope network environments on a 24x7x365 basis
5. Monitor Customer-provided circuit monitoring feeds for purposes of X event correlation, which will be performed by enterprise SIEM system
6. Perform data center LAN analysis diagnostics and troubleshooting X
7. Manage network performance and Availability issues resulting from a X fault or impairment in network components
8. Provide ad hoc network reports as requested (e.g., user traffic) X Network Documentation Services
Function/Responsibility Service Customer Provider
1. Provide network documentation standards and requirements X
2. Recommend Service Provider's standard network documentation X types and content for Customer's review and approval
3. Approve network documentation types and content X
4. Develop and maintain network documentation that meets Customer X requirements
Network Security Planning and Operations
Function/Responsibility Service Customer Provider
General
1. Implement physical and logical network security plans that comply X with Customer policies; develop and provide documentation demonstrating adherence to the Customer policies
2. Implement and maintain network security services and technical X solutions that protect data logically and physically during use, at rest in storage and during wired and wireless transmission, against unauthorized or accidental access, modification or disclosure
3. Implement the established action plan (e.g., quarantine of malicious X code or network segment) and escalation procedures to isolate the impact of security events (e.g., malicious code outbreak)
4. Notify Service Provider's security monitoring centers of scheduled X Changes to the environment to ensure that Customer does not receive security alerts when planned Changes are made
Security Policy and Controls
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
5. Provide Customer security strategy, policies and requirements X
6. Recommend best practice security services and procedures X
7. Review Service Provider-recommended best practice security X services and procedures, provide input or additional procedures as required, and approve final agreed security services and procedures
8. Provide a Customer point of contact to work with Service Provider for X security requirements related to the network services
9. Coordinate with Customer in responding to and Resolving security X Incidents
10. Review and approve all security plans, security remediation plans, X programs, and security infrastructure
Network Environment Access Control
11. Provide list of Service Provider Personnel performing network-related X Services that require network environment access for Customer's review and approval
12. Approve list of Service Provider Personnel performing network-related X Services that require network environment access
13. Adhere to established network environment access control policies X and procedures
System Administrative Privileges
14. Establish access profiles and policies for adding, changing, X enabling/disabling and deleting log-on access for Customer and third parties (e.g., network access control tools)
15. Notify Customer of network breaches X
16. Identify and remediate systematic attacks (e.g., attempts to logon) X and report to Customer
Security Status Checking and Validation
17. Provide a single point of contact for a network security assessment X audit to define audit controls and coordinate audit activities
18. Provide support for audit activities (e.g., e-discovery, legal hold, and X forensic audits) as required by Customer, such as data collection, data preservation, audit software installation and report generation
19. Develop, and implement Customer-approved, plans to remediate X X audit findings that do not comply with the established Customer policies relating to security, and report on progress of the implementation
20. Approve plans to remediate audit findings X
21 . Support audit activities X
22. Maintain all documentation required for network security X assessments, audits and internal control and control testing Content Filtering
23. Filter outbound URLs to enforce compliance with Customer policies X
24. Filter both inbound and outbound multiple web protocols, including X deep inspection of encrypted traffic
25. Filter inbound URLs, block access to sites based on security X requirements
26. Provide seamless user/IP integration for authentication, tracking, X
Schedule 3D - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
reporting
27. Manage user/groups URL filters and reporting as required X Firewall Management, DMZ and Internet Infrastructure Services Function/Responslbllity Service Customer Provider
1. Provide firewall management, DMZ and Internet infrastructure X requirements and applicable Customer policies
2. Perform firewall management, DMZ and Internet infrastructure X engineering and related security design, including methods for secure network access and authentication in accordance with Customer policies
3. Approve firewall management, DMZ and Internet infrastructure engineering and related security design
X
4. Perform Firewall Management, DMZ and Internet Infrastructure X Services in accordance with architecture and security designs and Customer policies
5. Implement Customer-defined access requirements and standards via X firewall rule sets
6. Assist with the definition of intranet/internet boundaries within X Customer
7. Maintain intranet/internet boundaries within Customer X
8. Define Third Party connectivity requirements and policies X
9. Develop the Third Party connectivity strategy in accordance with X Customer policies and requirements, for Customer's review and approval
10. Review and approve Third Party connectivity strategy X
11. Implement and support Customer-approved Third Party connectivity X strategy
12. Support and manage content compression devices X
13. Monitor performance levels of the firewall/DMZ/Internet infrastructure through setting of thresholds, provide reporting, and take proactive and/or reactive steps to Resolve any performance issues, ensuring X
that performance level values are integrated into enterprise SIEM system
Security Intrusion Prevention and Detection Services
Function/Responsibility Service Customer Provider
1. Install, configure, and manage intrusion detection and prevention sensors at Customer-specified network entry points and all Third X
Party connection and wireless network entry points
2. Recommend, and implement Customer-approved, risk ratings and X
Schedule 30 - Enterprise Compute Services SOW
Function/Responsibility Service Customer Provider
remediation plans and actions for security events in accordance with Customer policies
3. Approve risk ratings and remediation plans and actions for security X events
4. Provide alerts of malicious activity and intrusions according to risk X rating of the signatures, in accordance with Customer-approved policies and procedures, ensuring alerts are also integrated into enterprise SIEM system
5. Remediate malicious activity and intrusions as defined by the .Incident management processes, as required to meet Customer policies and X
requirements
. Page 25 of 26
Schedule 30 - Enterprise Compute Services SOW
EXHIBIT 3 - ENTERPRISE COMPUTE HARDWARE, SOFTWARE, MIDDLEWARE, DATABASES,
AND TOOLS
Service Provider will support all hardware, software, and physical aspects of databases and middleware in the data center environment, including such hardware, software, databases and middleware existing as of the applicable service commencement date and new hardware, software, databases and middleware added during the term (the "Enterprise Compute hardware.'' "Enterprise Compute software" "databases." and "middleware," respectively). Enterprise Compute hardware, Enterprise Compute software, databases and middleware includes the hardware, software, databases, and middleware set forth in this Schedule 3D, Exhibit 3, attached hereto.
The tools that Service Provider will use in the delivery of the Enterprise Compute Services include those set forth in this Schedule 30, Exhibit 3, attached hereto.
Schedule 3D, Exhibit 3
EnfE~rprise Compute Supported Hardware, Software, Databases and Management Tools City of Santa Clara
CONFIDENTIAL
SCHEDULE3E
APPLICATION MANAGEMENT, CONFIGURATION AND MAINTENANCE SERVICES SOW
TO MASTER SERVICE AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
SERVICE PROVIDER
Schedule 3E - Application Management, Configuration and Maintenance Services SOW Table of Contents
1. OVERVIEW ....................................................................................................................................................... 3
2. SERVICE DESCRIPTION AND MAJOR FUNCTIONS ............................................................................. 3
3. SUPPORTED SYSTEMS AND QUANTITIES .............................................................................................. 5
4. RESPONSIBII.,ITY MA TR_JX .................................................... ; ..................................................................... 5
5. SUPPORT REQUIREMENTS ......................................................................................................................... 5
6. SERVICE LEVELS ........................................................................................................................................... 5
7. REPORTS .......................................................................................................................................................... 5
8. CRITICAL DELIVERABLES ......................................................................................................................... 5
9. CHANGES TO MSA ......................................................................................................................................... 6 List of Exhibits
1. EX.HIBIT 1 - DEFINlTIONS ................................................................................................................... 6
2. EXHIBIT 2 - RESPONSIBILITY MATRIX .......................................................................................... 7
3. EXHIBIT 3 - SUPPORTED APPLICATIONS ...................................................................................... 16
1. Overview
This Application Management, Configuration and Maintenance Services ("Application Services") Statement of Work ("SOW") has been entered into pursuant to the Master Services Agreement (the "MSA") between Customer and Service Provider.
In addition to the Application Services, Service Provider will perform the cross-functional functions described in Schedule 3A to the Agreement.
Service Provider will be responsible for providing the tools required to deliver the Application Services set forth in this Schedule, unless otherwise agreed to by Customer.
Capitalized terms used in this SOW have the meanings set forth in Exhibit 1.
2. Service Description and Major Functions
Service Provider shall provide end to end application lifecycle services for Customer's current evolving application portfolio, including those lifecycle services described in Schedule 3A - Cross Functional Statement of Work for Customer's enterprise, department business and web applications.
Service Provider shall also provide business analysis services that will provide strategic leadership and operational excellence for Customers application portfolio, based on a thorough understanding of Customer's enterprise and department business operations and citizen needs. These business analysis services include application strategy and planning, recommending solutions that best meet enterprise and department business requirements (e.g., shrink wrap, COTS, Saas, cloud, custom), technical and functional requirements development, use case development, overseeing and/or executing testing and documentation, and general consulting and research.
2.1 Business Analysis Services
Service Provider shall provide Customer information technology Business Analysis Services in support of helping Customer meet the City's strategic and operational objectives through the use of information systems. Service Provider's Business Analysis Services staff shall work with City departments and the City Information Technology Department on an ongoing and regular basis to provide strategic leadership and advice around steady state and project/initiative-based application activities. Key activities the Service Provider will undertake include:
• Application strategy development, solution evaluation and selection support • Business requirements support and business process alignment • Requirements definition
• Leading use case development, testing and documentation activities • Consulting and research (e.g., researching technical trends and solution alternatives that provide improved performance and reliability, cost-effectiveness and efficiency, working with Customer on an ongoing basis to understand business needs, responding to Customer ad hoc research requests) • Leading coordination activities (e.g., coordinating patch installation, upgrades, Incident management) with Third Party suppliers (e.g., COTS or Saas suppliers) In addition, Service Provider will also execute a scheduled Customer satisfaction survey relating to the Service Provider's Business Analysis Services and roles. These surveys will be distributed to (1) Customer End-Users, and (2) department directors, managers and key subject matter experts (including Customer's IT Department ("ITD")) on an annual basis and will be used to measure the overall satisfaction with the Business Analysis Services being provided by the Service Provider.
The Satisfaction Survey shall meet the associated Service Levels set forth in Schedule 4.
2.2 Application Management, Configuration and Maintenance Services Service provider shall provide ongoing and project-based application maintenance, configuration and maintenance services for Customer's application portfolio including the following services:
• Application Management and Configuration
o Requirements Definition
o Design
o Environment Acquisition and Installation
o Application Development, Configuration and Testing
o Implementation and Deployment
o Logical Database Administration
o Project Management
o Reporting
• Application Maintenance and Support
o Corrective Maintenance
o Preventative Maintenance
o Adaptive Maintenance
o Perfective Maintenance
o Release Packaging
o Incident Management
o Service Request Management
o Collaboration Application Support
o Reporting
2.3 Portfolio Rationalization Services
Service provider shall provide Application Portfolio Rationalization Services including the following:
• Manage and maintain the Customer's enterprise and business applications portfolio and associated data
• Work collaboratively with business and IT stakeholders to identify business goals and critical business processes and interactions
• Perform a periodic current state application portfolio assessment • Develop and periodically update an application roadmap with prioritized application system initiatives and rough order of magnitude cost and business impact analysis
2.4 Web Support Services
Service Provider shall provide web services to support the City's in scope websites, including the following:
• Website administration
• Content management training for Customer departments
• Website development, enhancements, optimization and quality control • Social media integration
• Leveraging of existing and emerging third party web tools, technologies and analytics Without limiting Service Provider's obligations under the Agreement, including this Schedule 3E and the other Schedules referenced in the Agreement, Service Provider's solution and technical approaches for this Service Area shall conform with the Service Provider's solution and technical approaches as provided in the following documents, as such documents may be amended during the term of this Agreement by the Parties in writing, and which are hereby incorporated into this Schedule 3E by reference. Nothing in the following documents shall limit Service Provider's obligations under the Agreement. If the provisions of this Schedule 3E or any other Schedule (including Appendixes) conflict with one or more of the following documents, the provisions of this Schedule 3E or such other Schedule (including Appendixes) shall control.
• Final Service Area Solutions.docx
3. Supported Systems and Quantities
Exhibit 3 identifies the applications that will be supported by the Service Provider. The detailed applications list will be updated during transition and ongoing operations through Change Management.
4. Responsibility Matrix
Exhibit 2 sets forth the Responsibility Matrix for services relevant to this SOW.
5. Support Requirements
The Application Development, Configuration and Maintenance Services will be provided during Customer's normal business hours. The normal Customer business hours are 7:00 am - 7:00 pm (Pacific Time), Monday through Friday excluding holidays or as mutually agreed. All Incidents related to the Application Services shall be addressed (e.g., Resolved) on a 24x7 basis, in accordance with the relevant Service Levels and associated Priority Levels definitions set forth in Schedule 4.
6. Service Levels
The services described in this SOW will be delivered to the Service Levels stated in Schedule 4 Service Levels.
7. Reports
Service Provider shall provide reports relating to this SOW, as set forth in Schedule 7 - Reports.
8. Critical Deliverables
As of the Effective Date of the Agreement, the Critical Deliverables associated with this SOW are provided in Schedule 3A - Cross - Functional Services, Critical Deliverables section.
9. Changes to MSA
This SOW does not change any terms in the MSA and its Schedules.
Schedule 3E - Application Management, Configuration and Maintenance Services SOW EXHIBIT 1 - DEFINITIONS
See Schedule 1 - Definitions for a list of defined terms and associated definitions.
Schedule 3E - Application Management, Configuration and Maintenance Services SOW EXHIBIT 2 - RESPONSIBILITY MATRIX
The Responsibility Matrix below shows which party is responsible for the listed task. It is not the intent of the Responsibility Matrix to absolutely identify or define every process, activity or task to be performed by Service Provider as a managed services function
The Responsibility Matrix below applies to both the Customer's enterprise and business (i.e., department) applications.
Business Analysis Services
No. Responsibility Service Customer Provider
General
1. Create and maintain the strategic partnership between X business stakeholders and IT deliverv Work with Customer to understand Customer's specific
2. business and IT environments, business process, operations, X citizen enqaqement needs
Work collaboratively with Service Provider to provide specific
3. business and IT environments, business process, operations, X Customer enqaqement needs
Provide project leadership and functional project management
4. for implementation of new applications, and modifications or X enhancements to existinq applications
Perform application systems architecture and strategy
5. development activities based on Service Provider's best X practices and applications development and maintenance experience in the local qovernment sector
6. Work with Customer to understand current and future X aoolication needs
7. Provide input to Service Provider, in order for Service Provider X to understand current and future aoolication needs Develop and document Customer application requirements
8. (e.g., functional, technical) in accordance with the X Reauirement Definition Services in Schedule 3A
9. Work with the Customer to establish application support, X maintenance, and development priorities Provide input to Service Provider, in order for Service Provider
10. to understand establish application support, maintenance, and X development priorities
11. Work with Customer to understand, document and deliver X aoolication reportinq needs
12. Provide input to Service Provider, in order for Service Provider X to understand application reoortina needs
13. Develop process to add reauired armlication reoortina X
14. Provide input into development of applications roadmap of X orioritized armlication svstern initiatives Lead coordination activities with Third Party suppliers (e.g.,
15. COTS and Saas suppliers) for Incident and Problem X manaqement and Resolution
Lead coordination activities with Third Party suppliers (e.g.,
16. COTS and Saas suppliers) for application system X maintenance and enhancements activities (e.g., patches and uoarades)
No. Responsibility Service Customer Provider
Consultina and Research
17. Provide research and analysis for producUservice X recommendations
18. Provide consulting support for Customer applications and X processes
Provide consulting support for the development and
19. implementation of new application solutions and related X services
As requested by Customer, conduct a comparative analysis of
20. software technologies, packages, Saas and cloud-based X services, databases, integration methods and tools in support of aoolication svstems architecture, strateav and planninq As requested by Customer, conduct feasibility studies for the
21. implementation of any new software technologies, packages, X Saas and cloud-based services, tools and services for Customer's review and annroval
As requested by Customer, conduct impact assessment
22. studies, for the retirement of legacy software technologies, X packaqes, and tools for Customer's review and aooroval
Solution Evaluation
Upon Customer request or as otherwise applicable, conduct solution evaluations (e.g., COTS software, databases, data
23. warehouses, integration mechanisms, web services, SaaS) to X meet Customer's application system requirements and
comoonent desian soecifications
Document and recommend to Customer, for Customer review
24. and approval, solutions to meet application system X reauirements and desian specifications
25. Provide input to and approve Service Provider-proposed X solutions
26. Coordinate and lead solution evaluation demonstrations X
27. Provide input to and participate in solution evaluation X demonstrations Use Cases, Testina and Documentation
28. Develop use cases and functional and QA testing and test X olans
29. Provide business process and operations information to assist X with use case and testina requirements
30. Develop End-User training, implementation, and support X requirements and plans
31. Coordinate test requirements with Third Party software X vendors
32. Oversee third party execution of Third Party software testing X activities and confirm testing requirements are met
33. Assist Customer with ad hoc and periodic reports design, X includinq data source determination
34. Provide inputs for ad hoc and periodic reports design X reauirements
Customer Satisfaction
35. Conduct Customer satisfaction survey for the Business X Analvsis Services and corresponding Service Provider roles
36. Develop Conduct Customer satisfaction survey report and X meet with Customer to review results
No. Responsibility Service Customer Provider
37. Develop plan to address any areas of Customer X
dissatisfaction
38. Review and approve to address any areas of Customer X dissatisfaction
39. Execute Customer approved plan to address any areas of X Customer dissatisfaction
Application Development and Configuration .
The following set of Application Development and Configuration Services shall apply to Customer's current and future application portfolio, which may include:
• COTS applications
• Saas applications
• Custom developed applications
• Cloud-based applications
Service Provider shall either execute the following roles and responsibilities, or where applicable, shall coordinate the roles and responsibilities associated with third parties (e.g., COTS and Saas suppliers).
Responsibility Service Customer
No. Provider
Desian
1. Develop Application System high-level logical and physical design based Customer architecture and business and
functional requirements (e.g., use cases, information flows) X for aoolication Svstem components
Based on high-level design, provide updated Application
2. Systems development and/or implementation proposal with X cost and schedule estimates, including all applicable assets (e.Q., Hardware, Software) and onQoinq support costs
Environment Acauisition and Installation
Provide input and recommendations to the process to
document hardware, ancillary equipment, and system
Software specifications and network connectivity required to
3. meet functional and non-functional requirements for the X development, test, QA and production environments in
,;iccordance with Customer architectural and technical
standards
Develoo and Test
4. Develoo annlication code as required for custom aoolications X
5. Conducfaoolication code unit testinq X
6. Provide Customer data required for testina X
7. Provide non-Customer data required for testinQ X
8. Conduct functional and performance testing per the agreed X acceotance test criteria
9. Document the test results X
10. Review and aoorove the results of testinQ X
COTS Aoolication Configuration
11. Schedule and perform all necessary solutions application X confiauration database and integration confiauration and
Responsibility Service Customer
No. Provider
development using native solution application tools and languages as required to implement the Customer-approved desian olans and soecifications
12. Test confiauration changes for COTS and Saas aoolications X Contribute business process and data-related technical X
13. knowledge, materials and subject matter personnel to support configuration activities as agreed to bv the Parties
As part of continuous improvement goals and upon X
Customer's request, identify, assess and document, for
Customer's review and approval, any required business
14. process changes required due to differences in COTS application standard processes and current Customer
processes, in order to avoid application customization (and instead use the standard functionality), in compliance with best practices
Provide system Software and utilities configuration X
15. recommendations to Service Provider system support team in order to achieve svstem performance reauirements
Manage configuration efforts, across all IT Service Towers X
16. and Third Party provider services, using best practice SDLC methodoloaies and the configuration management orocedures Maintain source code and Third Party Application Software
17. and version control in a Service Provider supplied Software X librarv tool
18. Configure applications as required to ensure that applications X oerform as intended Implementation and Deployment (Note: The
Implementation and Deployment Services below do not
aoolv to SaaS-based applications)
Configure application system components on the installed X
19. physical environment in accordance with the Customerapproved imolementation plan Perform tuning analysis of application systems during X implementation and provide recommendations, for
20. Customer's review and approval, to optimize performance based on analysis results; implement approved
recommendations
Verify and document to Customer that the required application X
21. system components and application system tools are
operating in accordance with Customer-approved
specifications and reauirements
Coordinate deployment and support activities as directed by X
22. Customer in accordance with the Customer-approved
imolementation/mimation plan
Develop and document to Customer the detailed Ugo-live" X
23. support and operations plan for Customer's review and aooroval
24. Oversee aatherina and execution of user acceptance testina X Perform solution user acceptance testing and validate test X
25. cutover methodology and results in accordance with the test olan
26. Develop, document, and provide application system steady- X state suooort documentation and all other documentation
Responsibility Service Customer
No. Provider
necessary to operate and support the application system, including administration documentation, application system installation, support, configuration, and tuning manuals, application system back-up and recovery procedures and
release notes
27. Approve application system steady-state support X
documentation
Perform provide operational readiness review to ensure the X
28. application system is ready to receive operational production suooort from the applicable production suPPOrt team(s)
29. Annrove production imolementation "ao/no-qo" decisions X Provide go-live support as defined in the Customer approved X
30. go-live support plan, including making available Service Provider application and infrastructure soecialists
31. Provide aPPlication svstem steadv-state support operations X Loaical Database Administration
32. Perform qatabase table and index creation and maintenance X
33. Perform database design and schema changes for X internal/custom, interface, and web annlications
34. Load and manage data for all supported environments (e.g., X development, test, and production)
35. Provid~ database administration expertise for the
manaqement and tuninq of the application databases X
Reoorting
36. ITBD based on proposal solutionsl
Application Maintenance and Support
Corrective Maintenance Services are the activities associated with the Resolution of Defects, Incidents and Problems to closure to enable Application Systems that are in production to provide the required functionality and to meet applicable Service Levels and performance requirements. Full recovery of the application system(s} will be completed unless otherwise approved by Customer.
Preventive Maintenance Services are the activities performed to address events, which if not addressed proactively, could impact application systems in production.
Adaptive Maintenance Services are the activities associated with proactively ensuring that application system performance is not affected by changes to interfacing application systems, new application systems or packages and technical environment changes, which if not addressed proactively could impact application systems in production.
Perfective Maintenance Services are the activities associated with ensuring that application systems operate at required levels.
Release Packaging Services are the activities associated with the pacKaging of Software changes into suitable releases, by application system, as approved by Customer. Regularity of releases could vary depending upon size and urgency of individual changes and risk mitigation.
Release Packaging Services includes Block Point Releases. A Block Point Release is a set of activities associated with software (by application system) release planning (e.g., prioritization with End-User, technical team coordination} and execution of Software maintenance activity (e.g., development, testing and deployment) into releases, as approved by Customer.
Service Provider shall either execute the following roles and responsibilities, or where applicable, shall coordinate the roles and responsibilities associated with third party solution providers e.g., COTS vendors.
No. Responsibility Service Customer Provider
Corrective Maintenance Services
Resolve Incidents and Problems to closure to enable
1. application systems to provide the required functionality and to meet applicable Service Levels and performance X
reouirements
Preventive Maintenance Services
2. Install (or oversee Third Party installation of) application X systems natches
3. Provide proactive application system performance monitoring, X diaonostics and tunina Perform trend and other analyses on Incidents and Problems,
4. and recommend enhancements, architectural and other X aoolication svstem chanqes to Customer on recurrina issues
5. Review performance monitoring reports and diagnose and X tune aoolication svstems
6. Proactively recommend data archiving improvements to X ootimize storaae volume performance and costs
Adaptive Maintenance Services
Recommend upgrades, patches and modifications including
7. supporting system software e.g., operating system, utilities X and middleware
8. Recommend interface chanaes X
9. Recommend Hardware configuration chanaes X
10. Recommend Chanoes due to reaulatorv reauirements X
11 . Recommend Chanaes in data format X
12. Approve Service Provider Adaptive Maintenance Services X recommendations
13. Implement Customer approved Adaptive Maintenance X
recommendations
Perfective Maintenance Services
14. Perform general application performance tuning, and provide X recommendations for system software tunino Review, assess and respond to capacity and utilization
15. monitoring and management reports, including CPU X
utilization, memorv, database, storage and connectivitv
16. Review, assess and respond to application system response X time monitorino and manaaement reports
Provide archiving, backup and data management
17. recommendations to Customer for review and approval and X imolement Customer aooroved recommendations
Provide database performance tuning recommendations to
18. Customer for review and approval and implement Customer X annroved recommendations
Release Packaaina Services
19. Package software changes into suitable releases, by X aoolication svstem, as approved by Customer
20. Oversee third party COTS application developer for release X oackaoina of COTS software releases
21. Provide electronic and manual software version control X
No. Responsibility Service Customer Provider
Collaboration Annlication Support
22. Work with Customer departments to solve and automate X business challenaes
23. Create workflows to enhance inter and intra-department X collaboration (e.a., agenda coordination CAFR reoortina)
24. Enable collaboration with third party providers for key X Customer oroiects
25. Document repositories and management for key functions X (e.a., IT oroiect manaaement, team collaboration) Reoortina
26. [TBD based on orooosal solutions]
Portfolio Rationalization
No. Responsibility Service Customer Provider
Annlication Portfolio Manaaement
1. Manage and maintain Customer's enterprise and business X aoolications portfolio inventory
Assess new applications for level of impact that will be the
2. scope of the application assessment for each domain X identified in Customer's IT Strateoic Plan
Assist in identifying new applications for level of impact that
3. will be the scope of the application assessment for each X domain identified in Customer's IT Strateaic Plan
Update applications portfolio inventory data based on
4. changes to the portfolio (e.g., additions, deletions, modifications) and Customer business needs and X
environment chanaes
5. Facilitate annual collaborative workshops with Customer to X review annlication oortfolio
6. Particioate in annual collaborative workshops X
Update application portfolio fields based on Customer
7. approved changes resulting from the annual collaborative X workshops
Application Portfolio Assessment and Roadmap
Create an annual evaluation report of the application portfolio
8. that identifies opportunities to improve application integration, X reduce application redundancy, and achieve economies of scale within the oortfolio
9. Establish the return on investment (ROI) associated with X addressina a business problem
10. Review initial evaluation report and provide input X
11. Prioritize the business problems to be addressed according to X ROI and uraencv
12. Review, provide input and approve prioritization of business X problems to be addressed
Develop and maintain applications roadmap with prioritized
13. initiatives and rough order of magnitude cost and business X impact, based on Customer-approved prioritization of business oroblems to be addressed
11 Responsibility Service
No. Provider Customer
14. Aoorove applications roadmap X
Continuous Improvement
15. Maintain and evolve the artifacts created by Portfolio X Rationalization
Web Support Services
Responsibility Service
No. Provider Customer
1. Provide administration and support of all Customers websites X
2. Suooort and train departmental users in content manaaement X Provide web site and web content quality control
3. administration (e.g., broken links, spelling mistakes, X formatting)
4. Ensure website compliance with applicable regulatory X reauirements (e.a., ADA)
5. Work with Customer departments to create website content X (e.a., event marketing and oromotion) Design and implement website enhancements (e.g., branding,
6. City event promotions and campaigns1 website banners) as needed, based on Customer input and direction
X
7. Ensure website content is easy to find and well presented for X the public
Integrate citizen facing business functions into the City
8. websites (e.g., My Utilities account, MySantaClara CRM, X Open City Hall, traffic cams, ESRI story maps (e.g., development proiects, oarks historical landmarks))
Integrate current and emerging web technologies to improve
9. and enhance the user experience while visiting City websites X (e.g., video streaming of City Council meetings, social media intearation, use of HTML 5. open data)
Utilize Third Party tools to assist with website creation and
10. management (e.g. Sitemprove, Pixlr) and social media X monitorina and analvtics (e.a., Hootsuite)
11. Use analytics to provide insights for better communication X decisions (e.Q., reports and dashboards)
EXHIBIT 3- SUPPORTED APPLICATIONS
All existing City applications included in the scope of this agreement are detailed in Schedule 19 - Customer Software.
SCHEDULE4
SERVICE LEVELS
TO
MASTER SERVICES AGREEMENT
BY AND BETWEEN
CITY OF SANT A CLARA
AND
SERVICE PROVIDER
Schedule 4 - Service Levels
1.0 2.0
2. 1
2.1.1 2.1.2
2.1.3 2.1.4
2. 1.5
3.0 3.1
3.2 3.3
Table of Contents
General .............................. .............................. ................ ................................... ..... - 2 - Service Levels ...... .......................................................... .......................................... - 2 - Service Credits ............ ............................. ...... ................................................... - 2 - Annual. Service Credits Cap ........................................................... ..................... - 3 - lnitial Service Level Failure Service Credit ............... : .......................................... - 3 - Multiple Failures .......................................................................................... ..... - 3 - Failures Across Service Level Requirements ....................................... ................. - 4 - Service Level Reporting .......................... ....... .................................................... - 4 - Critical Milestones ................................................................................... ................. - 4 - Critical Milestones At-Risk Amount ............................ ........................................ - 4 - Failure to Timely Achieve a Critical Milestone ........................................... .......... - 5 - Critical Milestone Corrective Assessment ............................................................ - 5 - Page i
Schedule 4 - Service Levels
1.0General
The Service Levels and associated financial ramifications to the Service Provider ("Service Credits") and the Critical Milestones and associated financial ramifications to the Service Provider ("Corrective Assessments"), as described in this Schedule 4, have been designed to encourage the consistent and timely delivery of service and value to the Customer. The Service Credits and Corrective Assessments are not intended to compensate the Customer for damages, but rather to reimburse the Customer the value of the diminished services actually delivered, and to provide incentive to the Service Provider to achieve the Agreement's stated objectives and focus on the Customer's critical needs. The Service Credits and Corrective Assessments will not limit or preclude Customer's right to recover, in accordance with this Agreement, other damages incurred by Customer, or to seek other remedies to which it may be entitled as a result of such failure.
This Schedule 4 outlines the circumstances under which the Customer will be entitled to Service Credits for failures to achieve the Service Levels and/or Corrective Assessments for failures to achieve Critical Milestones. The tables attached to this Schedule 4 shall be updated to reflect the Customer's current initiatives and service requirements at least annually. On a quarterly basis, the Customer may unilaterally adjust Service Credit weighting factors ("Weighting Factors") for Service Levels, but must give the Service Provider thirty (30) days prior written notice. The maximum Weighting Factor on any one Service Level shall not exceed fifteen percent (15%). The sum of all Weighting Factors for Service Levels shall not exceed two hundred percent (200%), and under no circumstance shall the sum of all Service Credits with respect to the Service Levels exceed fifteen percent (15%) of the sum of that Contract Year's recurring Fees.
Exhibit 1 to this Schedule 4 identifies, among other things, the Service Levels and the Weighting Factors for each such Service Level.
For the purposes of this Schedule 4, Failure shall mean (a) with respect to Service Levels, the failure to meet such Service Level performance (calculated using the formula in the applicable Service Level Requirements table set forth in Schedule 4, Exhibit 1) with respect to the specified performance target for the applicable measurement interval, and (b) with respect to a Critical Milestone, the failure to achieve such Critical Milestone by the specified end date or due date as set forth in the Transition Plan, Termination Assistance Plan or through any project.
2.0 Service Levels
Each Service Level set forth in Schedule 4, Exhibit 1 identifies key performance measures that will be used to evaluate the Service Provider's delivery of the requested Services. The overriding goal in developing Service Levels is to support the Customer's desire to manage the Service Provider by monitoring and measuring performance on the Customer's most-important business and technical requirements. The Customer expects the Service Levels to improve over time.
2.1 Service Credits
For each month of each Contract Year, the portion of Fees at-risk, or available, for Fee Reductions ("Monthly At-Risk Amount") for the Service Provider's failure to meet Service Levels is fifteen percent (15%) of one twelfth (1/12) of the sum of that Contract Year's recurring Fees, which shall be estimated at the beginning of each Contract Year. If a significant Change in the Contract Year's estimated recurring Fees occurs during that Contract Year, the total Monthly AtRisk Amount will be adjusted accordingly. The Service Credits for the Service Provider's failure
Schedule 4 - Service Levels
to achieve the Service Levels are set forth in Schedule 4, Exhibit 1. The non-attainment of the Service Levels by the Service Provider will result in a reduction of Fees for each affected Service Level based on the percentage amount shown in the applicable table. Service Credits are not capped on a monthly basis, but shall not exceed the total Monthly At-Risk Amount, except as outlined below in Section 2.1.3.
2.1.1 Annual Service Credits Cap
In addition to, and independent of the Monthly At-Risk Amount and associated Service Level Credits, should the sum of all Cqlculated Service Level Credits total 15% or more of the currently estimated annual recurring fees during a Contract Year, the Agreement shall be deemed to be in default and such other provisions will apply as outlined in the Agreement. The Customer expects to develop new Service Levels to reflect changing needs or new projects, and the Service Levels may be added to or deleted from, and Weighting Factors may be modified in Schedule 4, Exhibit 1. In the absence of any modifications to Schedule 4, Exhibit 1, the Performance Targets, Service Levels and Weighting Factors therein shall apply to all Contract Years.
2.1.2 Initial Service Level Failure Service Credit
Upon any initial failure of the Service Provider to attain a Service Level in a Measurement Interval, the associated Service Credit shall be equal to the product of: (i) the Monthly At-Risk Amount, multiplied by (ii) the Weighting Factor for the Service Level that was missed. If more than one Service Level failure occurs in any single Measurement Interval, and such Service Level failures are due to the same root cause, Customer shall be entitled to determine which one (1) of the applicable Service Levels shall be subject to a Service Credit, but in no event shall more than one (1) sucti Service Level be subject to a Service Credit in such circumstances. Customer shall be entitled to Service Level Credits, as applicable, for the other Service Level Failures that have a root cause other than the single Incident referred to above.
2.1.3 Multiple Failures
Consecutive Failures: If the Service Provider does not attain a Service Level in two (2) or more consecutive Measurement Intervals, the Weighting Factor for the second (2nd), third (3rd ), and
subsequent consecutive Measurement Intervals shall be increased as follows:
Second Measurement Interval
Third and Subsequent Measurement Intervals
1.5 x the Weighting Factor
2 x the '-'.Jeighting Factor
The Service Provider's failure to attain a Service Level in four (4) consecutive Measurement Intervals shall be considered a material breach and the Service Provider shall be in default of the Agreement. The Customer shall have the right to terminate the Agreement for default, pursuant to Section 15.4.3 of the Agreement.
Non-consecutive Failures: In addition, if the Service Provider does not attain a Service Level for any three (3) or more non-consecutive Measurement Intervals in any Contract Year, the Weighting Factor for each such Measurement Interval shall be increased as follows:
Schedule 4 - Service levels
Third, Fourth and Fifth Measurement Interval
Sixth and Subsequent Measurement Intervals
1.5 x the Weighting Factor
2 x the Weighting Factor
Notwithstanding the foregoing, and for the purpose of Service Credits, where the Measurement Interval for a particular Service Level is for a duration of less than one (1) month, for purposes of the calculations set forth above only, the Measurement Interval shall be deemed to be one (1) month; provided that the Measurement Interval shall continue to apply for the purpose of meeting such Service Level. By way of example, but not in limitation of the foregoing, if the Measurement Interval of a Service Level is one (1) week, the Service Provider shall be required to meet the Service Level as measured on a weekly basis; provided that if such Service Level is missed in any week of month one (1 ), a miss of such Service Level in any other week of month one (1) shall not trigger the increase of the Weighting Factor set forth above. If such Service Level is subsequently missed in any week of month two (2), such miss shall trigger the increase in the Weighting Factor as set forth above adjacent to "Second Measurement Interval" and a subsequent consecutive miss in any week of month three (3) shall trigger the increase in the Weighting Factor as set forth above adjacent to "Third and Subsequent Measurement Intervals." This Section 2.1 .3 is applicable only where all applicable failures occurred against a Service Level with a Weighting Factor greater than 0%.
2.1.4 Failures Across Service Level Requirements
·If there are failures across seven (7) or more Service Levels in any one month on Service Levels that are assigned a Weighting Factor of zero percent (0%), then an automatic Service Credit will be invoked at seven percent (7%) of the Monthly At-Risk Amount.
2.1.5 Service Level Reporting
Each month, Service Provider will track and report on Service Levels performance against the targets in Exhibit 1 to this Schedule. Such reports will show overall Service Provider performance and highlight performance that does not meet defined Service Level targets or is outside of expected levels. Service Provider will include a corrective action plan for any Services not meeting the defined Service Level targets.
3.0 Critical Milestones
3.1 Critical Milestones At-Risk Amount
The portion of Fees at-risk, or available, for Corrective Assessments for the Service Provider's failure to meet agreed Critical Milestones shall be as follows:
At-Risk Amount for Critical Milestones associated with projects with specific Project Fees (e.g., Transition Services) - fifteen percent (15%) of the Total Project Fees for each project.
The Corrective Assessments for the Service Provider's failure to achieve the Critical Milestones will be set forth in the applicable Agreement document (e.g., Schedule 13 (Transition Services and Deliverables). Each Critical Milestone shall identify key project milestones that will be used Page4
Schedule 4 - Service Levels
to evaluate the Service Provider's delivery of the requested Services. The overriding goal in developing Critical Milestones is to support the Customer's desire to manage the Service Provider by monitoring and measuring actual performance against the Customer's mostimportant business deadlines. The Customer expects to develop new Critical Milestones to reflect changing needs or new projects and may be added at the Customer's discretion and as • mutually agreed by the Pa,:ties.
Critical Milestones includes Critical Transition Milestones, as applicable.
3.2 Failure to Timely Achieve a Critical Milestone
If the Service Provider fails to achieve any Critical Milestone by the corresponding date for achieving such Critical Milestone, then the Corrective Assessment shall be equal to the product of: (i) the At-Risk Amount, multiplied by (ii) the Weighting Factor for the Critical Milestone that was missed.
3.3 Critical Milestone Corrective Assessment
Upon any failure with respect to a Critical Milestone, if and as specified in an applicable Agreement document, the Customer shall have the right to impose the applicable Corrective Assessment on the Service Provider, pursuant to Section 3.2 herein. Such Corrective Assessments shall not apply toward calculation or satisfaction of the any of the At-Risk Amounts associated with Service Levels pursuant to Article 2.0, Service Levels, herein.
Service Level
. . . ' ProlectServlce Levels
Project Proposal Response (e.g.,
timelines, deliverables, pricing,
assumptions & constraints,
comprehensive and complete written
documentation, required Service Provider
authorizations\
Project Deliverables Completion
Service Request Service Levels
Service Requests
Software Refresh and Undates
Deploy Emergency Maintenance Release
(e.g., security pack, bug patch, antivirus,
anti-SPAM, and anti-Spyware update
deployments)
Deploy Non-Emergency Maintenance
Release
Deploy Minor Release (e.g .. XYZ Version
8.1 to XYZ Version 8.2)
Svstem/Securitv Administration
Service Measure
Proposal Delivery
Deliverables Completed
On Time
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reductlon Weighting Factors Svc Lvls and Weighting Factors
Perfonnanc;:J.;Target Minimum Measurement Reporting
Performance Interval Period
5 Business Days 95% Monthly Monthly
97% n/a Monthly Monthly
Weighting Factor
~
easurement Tool Fee Reduction
Performance = Proposal request Response times
delivered v~thin required time/total reviewed in project proposals requested by the City and tower meetings.
Number of Project Deliverables Project completion 5%
required to be completed during deliverables reviewed
the Measurement Interval that are in project and tower
completed in the required time meetings using PMO
frame/ number of Project templates. See
Deliverables required to be section 7 .1.2 on
completed during the processes and
Measurement lntervaij • 100% monitoring or
individual projects.
Service Requests cover a variety of work requests that the City may require.
Service Provider shall have primary and overall responsibility for developing any requirements associated with a Service Request. and shall work with each requester to develop any such requirements.
Service Request Per Schedule 95% Monthly Monthly [Number of Service Requests that Service Now 5% Completion on Schedule are required to be completed
during the Measurement Interval
that are completed within the
required time frame /number of
Service Requests required to be
completed during the
Measurement lnterva~ • 100%
nme to deploy Perform within one 95.0% Monthly Monthly Number of events completed on Service Now 10% Business Day of signoff, time/total of events occurring subject to agreed upon during Measurement Period
Change Management
procedures.
Time to deploy Perform within next regular 95.0% Monthly Monthly Number of events completed on Service Now 5% maintenance time window time/total of events occurring
or per City approved during Measurement Period
schedule
Time to Deploy Per schedule 95.0% Monthly Monthly Number of events completed on Service Now 0% time/total or events occurring
durina Measurement Period
Service Level
Prcposal for Securiiy Remediation
Following Discovery of Security Risk
(e.g., timelines, deliverables,
assumptions & constrainlS,
comprehensive and complete written
documentation)
Implementation of Emergency Firewall
Changes (changing, adding/deleting
firewall rules)
Implementation of Standard Firewall
Changes (changing, adding/deleting
firewall rules)
Security Service Measures
Monitoring and Notification for Current
Attack Signatures - NIDS, W IDS and Log
Monitoring Systems
Endpoint Ma~vare Protection Software
Endpoints DAT Compliance
Signature Update for NIDS, WIDS and
Log Monitoring Systems
Service Measure
Proposal Delivery
Response time
Response time
City of Santa Clara
Schedule 4. Exhibit 1-SLRsand Fee Reduction Weighting Factors Svc Lvts and Weighting Factors
Performance Target Minimum Measurement Reporting
Performance Interval Period
Within 1 Business Day for 95% Monthly Monthly
following discovery of high
security risk, 3 Business
days for moderate security
risk. and 5 business days
for low security risk.
S2 hours after City approval 99% Monthly Monthly
Within normal Change 99% Monthly Monthly
control procedures after
approval by the City
Formula Measurement Tool Fee Reduction
Weighting Factor
Number of events completed Service Now
within performance target/evenlS
occurring during Measurement
Interval
Events completed within Service Now & 5%
performance target I total events Change Management
Process
Events completed within Service Now &
performance target / total events Change Management
Process
These Service Levels ensure end-to-end security monitoring and management. Performance of all proactive security activities including but not limited to: monitoring, sofu~are installation, patching, performance monitoring and tuning, instances creation and refresh, recovery. redundancy of operations, and deficiency remediation planning.
Performance of all reactive security actiVities Including but not limited to: security Incident Resolution and security remediation planning.
Overall Schedule Sun-Sat,0000-2400 99.99% Monitor Monthly [fransactions completed per Anti-virus, IDS, I PS, Continuously, Management Task within Firewall
Measure Daily Performance Target I Total
Transactions per Management
Task occurring during the
Measurement lnterva~·1 00%
Current version of malware Service environment device 99.90% Monthly Monthly [Number of service environment Anti-virus protection software endpoints are installed, device endpoints operational with configured and operating latest version of Malware
with current Malware protection Software as of the last protection (where possible) day of the Measurement
Interval/total number of service
environment endpoints as of the
lasr day of the Measurement
lntervail • 100%
Current version of DATs service environment device 97.00% Monthly Monthly [Number of service environment Anti-virus endpolnlS are operational device endpoints operational with with latest DAT version latest DAT version as of the last day of the Measurement Interval
/number of endpoints as of the
last day of the Measurement
Interval • 1 00%
Elapsed lime Within 2 hours of release or 99.00% Monitor Monthly [fransactions completed per Anti-virus, IDS, IPS, being published Continuously. Management Task within Firewall Measure Daily Performance Target/ Total
Transactions per Management
Task occurring during the
Measurement lnterval]"100%
Service Level Service Measure
Testing of Vulnerabilities & Penetration Overall Schedule Containment of Security Vulnerabilities or Mean llme to Contain Incidents
(Mean Time to Contain
measures the total elapsed
time between detection of
the vulnerability or incident
and the ti me for the
Service Provider to
Implement
countermeasures or
containment measures, so
as 10 mitigate further
propagation or escalation
of the vulnerability or
incident)
Remediation Elapsed Time
Remediation Elapsed Time
Incident Resolution
Time to Notify the City of a Priority 1 or 2 Time to respond Incident
Incident Resolution - Priority Level 1 Tlme to Resolve
Incident Resolution - Priority Level 2 Time to Resolve
Incident Resolution - Priority Level 3 Time to Resolve
City of Santa Clara
Schedule 4, Exhibit 1-SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performance Target Minimum Measurement Reporting
Performance Interval Period
Sun Sat, 00:00 - 24:00 99.90% Monitor Monthly
Continuously,
Measure Daily
Priority Level 1: 2 hours 99.0% Monitor Monthly
Priority Level 2: 6 hours 99.0% Continuously,
Measure Dally
Critical and High Plan of 100.00% Monitor Monthly
Action and Milestones Continuously,
(POA&M) Items closed Measure Daily
within 10 days
Moderate and Low POA&M 95.00% Monitor Monthly
items closed within 30 days Continuously,
Measure Daily
<15 minutes 95.0% Monthly Monthly
<4 hours 95.0% Monthly Monthly
<8 hours 95.0% Monthly Monthly
Next Business Day 95.0% Monthly Monthly
Formula Measurement Tool Fee Reduction
Weighting Factor
[Transactions completed per NCAT, MAIZE, OHS
Management Task within
Performance Target/ Total
Transactions per Management
Task occurring during the
Measurement lnterva1]'100%
[Transactions completed per Service Now 5%
Management Task wijhin
Performance Target I Total
Transactions per Management
Task occurring during the
Measurement lnterval]*100%
[Transactions completed per Serv_ice Now
Management Task within
Performance Target! Total
Transactions per Management
Task occurring during the
Measurement lnterva1iw100%
[Transactions completed per Service Now
Management Task within
Performance Target/ Total
Transactions per Management
Task occurring during the
Measurement lnterva1]'100%
Number of requests completed Service Now & MIM 5%
within performance target/total of process
all requests occurring during
Measurement Interval
Number of requests completed Service Now 10%
within performance target/total of
all requests occurring during
Measurement Interval
Number of requests completed Service Now 5%
within performance targeVtotal of
all requests occurring during
Measurement Interval
Number of requests completed Service Now 5%
Service Level
Incident Resolution • Priority Level 4
Root Cause Analysis
Asset Tracking Accuracy
Accuracy of Asset Information
Documentation Accuracy
Documentation Accuracy - Service
Environment Documents, Knowledge
Base Entries and DR Plan
Software License Management
Software License Currency
Service Measure
Time to Resolve
Time to provide iniUal
report of Incident cause
Time to provide Formal
Root Cause Analysis
report
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performance Target Minimum Measurement Reporting
Performance Interval Period
Next Business Day or as 95.0% Monthly Monthly
prioritized by Service
Provider
Within 24 hours of Incident 98.0% Monthly Monthly
Resolution for Priority Level
1 or 2 (or by the end of the
next Business Day if the
calculated 24 hour time to
provide the initial report of
the Incident cause falls
outside of Business Hours)
Within 5 Business Days of 98.0% Monthly Monthly
Incident Resolution fot
Priority Level 1 or 2
Formula
within performance target/total of
all requests occurring during
Measurement Interval
Number of requests completed
within performance target/total of
all requests occurring during
Measurement Interval
Number of requests completed
v~thin performance target/total of
all requests occurring during
Measurement Interval
Number oi requests completed
within performance target/total of
all requests occulTing during
Measurement Interval
Within fifteen (15) Business Days after the first Business Day of eaeh calendar quarter, Service Provider will select a statistically valid sample, based on Service Provide~s asset tracking system and in accordance with the process specified in the Procedures Manual, to measure Service Provider's compliance with the following Service Level.
Accuracy as determined by nla 95% or assets Quarterly Quarterly [Number of assets sampled during audit aud[ted have all the Measurement Interval where
information all data elements are determined
accurate to be correct/number of assets
sampled during the Measurement
lntervan • 100%
Within five (5) Business Days after the first Business Day of each calendar quarter the City shall select a statistically valid sample. based on the Service Provider-maintained environment documents, knowledge base entries, and the Disaster Recovery Plan that have changed during the previous quarter and in accordance with the process specified in the Procedures Manual, to measure Service Providers compliance v~th the following Service Levels pertaining to the accuracy of changes to the documentation, knowledge base entries, and Disaster Recovery Plan over the previous quarter. Accuracy of data shall adhere to the following Service Level.
Accuracy as determined by nla 98% Quarterly Quarterly Number of tracked documents audit where document is determined to
be correct/total number of tracked
documents samoled
Within five (5) Business Days after the first Business Day of each calendar quarter the City shall select a statistically valid sample, based on the software licenses that Service Provider is managing and in accordance with the process specified In the Procedures Manual. to measure Service Provider's compliance With the following Service Levels pertaining to the currency of the software licenses. Accuracy of data shall adhere to the following Service Level.
Accuracy as determined by nla 98% Quarterly Quarterly Number of licenses where license audit is determined to be currenVtotal
number of software licenses
samoled
Measurement Tool Fee Reduction
Weighting Factor
Service Now 0%
Service Now 5%
Service Now
SCCM 5%
Document review 5%
SCCM 5%
Service Level Service Measure
Reoor!iM Timeliness
Operational Report Delivery Timeliness Delivery or Reports Operational Improvement
Recommendations
Operational Efficiencies Improvements - Delivery of
Service Tower and Department IT Recommendations
Improvement Recommendation
Completion
Innovation Recommendations
City Innovation Recommendations Delivery of
Completion Recommendations
Trainino and Certification
Service Provider Onboarding Training Training of Service Provider Personnel
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performan·ce Target Minimum Measurement Reporting
Performance Interval Period
Reports completed and 95% of reports Monthly Monthly
delivered on time v.ith the City
required content
by Due Date
100% within +2
Business Days of
Due Date
At least 4 Improvement 100% Semi-annual Semi-annual
Recommendations per
Service Tower and at least
1 Improvement
Recommendation per
supported City department
At least 3 Innovation 100% Semi-annual Semi-annual
Recommendations
All Service Provider 100% Quarteny Quarteny
Personnel must have
completed account
onboarding training for the
City's specific environment
before starting on the City
a<;count
Formula Measurement Tool Fee Reduction
Weighting Factor
(Number of Reports required to be Operation Meeting 5%
delivered during the Measurement and material held and
Interval that are delivered by the provided per cadence Due Date in the required format
and to the required
recipient(s)/number of Reports
required to be delivered during the
Measurement intervaij • 100%
' Due Date• means (1) for Reports
listed in Schedule 7 - Reports to
the Agreement, the due date
specified in such Schedule and (2)
for ad hoc Reports. the due date
specified by the City
[Number of Recommendations Results included in 5%
delivered during the Measurement operation meetings
Interval /number of
Recommendations required to be
delivered during the Measurement
interval) • 1 OO¾
[Number of Recommendations Included in tower
delivered during the Measurement meetings
Interval /number of
Recommendations required to be
delivered during the Measurement
lntervaQ • 100%
[Number of new Service Provider Included in onboard
that have received onboarding process and no
training during the Measurement issues found
Interval /number of new Service
Provider Personnel onboarded
during the Measurement Interval)•
100%
Service Level
!Satisfaction Scheduled Survey
I
End-User Scheduled Survey (conducted
annually)
Department and City Program
Management Schedule Survey
(conducted annually)
I
Business Analysis Services Scheduled
Survey (conducted annually)
.. . IIMACOs
11-5 in a single request
1> 5 in a sinale r=uest I Urgent request. single move
!Service Desk Availability
!Service Desk Availability
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Service Measure Performance Target. Minimum
Performance
Measurement
Interval
Reporting
Period
Formula Measurement Tool I Fee Reduction
Weighting Factor
Service Provider shall establish a mutually agreed upon satisfaction survey and process, that may be facilitated by a Third Party and designed wlth City and Service Provider input.
Upon delivery of each such survey report, the Parties shall meet to discuss the results and jointly identify any areas of dissatisfaction. The Service Provider shall prepare a project plan with the City's Input and approval to Resolve dissatisfaction. The Parties must meet and confer on all Service Provider survey reports in order for the Ser,ice Provider to meet each of the Scheduled Survey Service Levels.
End-User Satisfaction Those surveyed should be 90% Annual Annual TBO very satisfied or satisfied (4
or 5 on a 1 to 5 scale
Results included in
governance meetings
surve
I Department and Program These surveyed should be 90% Annual Annual TBD Results included Tn I Management Satisfaction very satisfied or satisfied (4 governance meetings or5 on a 1 to 5 scale
survey)
End-User and Department Those surveyed should be 90% Annual Annual TBD I Results included In Satisfaction with Service very satisfied or satisfied (4 governance meetings Provide~s Business or 5 on a 1 to 5 scale
Analysis Services survey)
Elapsed time to deploy Within 3 Business Days of 95.0% Monthl\' Monthly Number of instances within I Service Now reauest performance target I total number
Date and Ume scheduled As aareed case bv case of instances during Measurement Elapsed time to deploy Per agreed schedule, but Interval = percent(%) attained no later than 2 Business
Davs
Delivery of Reports I Reports completed and 100% Quarterly Quarterly Events completed within Reports delivered on delivered on lime performance target f total number lime or events occurring during the
Measurement Interval
Service Desk Availability refers to the required timeframes during which certain Services provTcfecl by the Ser-1ice Desk must be available to End-Users, and response to automatically generated Ser-1ice Desk trouble tickets is achieved. All Service Desk components under the control of the Service Provider must be available. Service Desk components not under the control of the Se!Vice Provider are excluded from the measurement. [Schedule [24x7x365 100.0% Monthly
Monthly Availability(%)= 100% -
Unavailability {%)
Where Unavailability is defined as:
[(Sum or Outage Duration) I
(Scheduled Time)]%
Scheduled Time= (Total possible
lime In Measurement Interval -
maintenance window time)
-Review adherence at
monthly operations
review
I
5%
5%
5%
5%
Service Level
Response Time
Speed to Answer
Call Abandonment Rate
Email Response Rate
Level 1 Resolution
First Contact Resolution (escalation to
Level 2 does not qualify as being
Resolved)
Level 1 Time to Resolution (escalation to
Level 2 does not qualify as being
Resolved)
End-User Account Administration
New End-User Account
(up to 5 per request)
New End-User Account
(6+ per request)
Password Reset {Phone Call, Chat or
Automated Reset if Available)
Service Measure
City of Santa. Clara
Schedule 4, Exhibit 1-SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performance Target Minimum Measurement Reporting
Performance Interval Period
- Formula Measurement Tool
Response Time is the number of seconds or cycles it takes an End-User to connect with Service Provider's Service Desk representative. Service Provider v~II provide United States telephone lines in adequate quantity to handle call volume, ACD system(s) to record call date, time and duration information, and electronic interfaces to all systems for monitoring and reporting.
Call Abandonment Rate Is defined as calls received at Service Desk that enter the queue and that are terminated (user hang up) prior to piekup by human operator or after voice response unit options (VRU) have been selected. The assumption is that the caller hung up because call took too long to answer.
Phone response time s 60 seconds 95.0% Monthly Monthly Number of events per event type Service Now within performance target I total
number of events per type during
Measurement Interval = percent
o/ol attained
Phone response time S6% 100% Monthly Monthly Number of events per event type Service Now within performance target/ total
number of events per type during
Measurement Interval = percent
1%1 attained
Online response time .s 1 hour 95% Monthly Monthly Number of events per event type Service Now within performance target I total
number of events per type during
Measurement Interval = percent
'(%) atlained
First Contact ResoluUon 75% with <5% recalls NIA Monthly Monthly Number of instances within Service Now percentage performance target/ total number
of instances during Measurement
Interval= percent(%) attained
Elapsed time <2 hours with <5% recalls 95% Monthly Monthly Number of instances within Service Now performance target/ total number
of instances during Measurement
Interval= percent(%) attained
Elapsed time Completed next Business 95.0% Monthly Monthly Number of instances within service Now Day of authorized request performance target I total number of instances during Measurement
lnteNal = percent(%) attained
Elapsed time Per agreed schedule, but NIA Monthly Monthly Number of instances within Service Now no later than 3 Business performance target/ total number Days of instances during Measurement
Interval =percent(%) attained
Elapsed time Completed within 5 minutes 95.0% Monthly Monthly Number of instances within Service Now of receipt of request performance target/ total number
of instances during Measurement
Interval= percent(%) attained
Fee Reduction
Weighting Factor
5%
5%
Service Level I Service Measure
!Password Reset (Email or Web Ticket) J Elapsed time
I Privilege Changes [Efapsed tTme
I
Disable End-User Account (Urgent !Elapsed time
Request - Phone Call)
!
Disable End-User Account (Non-Urgent I Elapsed time
Request- Phone Call, Chat, Email or Web
Ticket) .
!Terminate End-User Account !Elapsed time
[Incident Closure Notice
I
Incident Closure Notice (via e-mail and/orl Elapsed time phone)
'
Application Changes (Enhancements,
Configuration Changes)
I Delivery Time I Delivery
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reduction Weighting Factors Performance Target I
Completed within 45 I minutes of receipt of
Irequesl
!
Within 2 Business Day I
hours of the City authorized
request
!
Within 5 minutes of the
City authorized request I
I
Wrthln 60 minutes of the
City authorized request I
!
Within 14 Business Days ofl
authorized request, unless
otherwise requested
< 30 minutes following
Incident Resolution (note:
based on City End-User
approval ofticket closure)
Delivered by the date
agreed in the Project
Statement of Work
Svc Lvls and Weighting Factors
Minimum Measurement Reporting
Performance Interval Period
95.0% Monthly Monthly
95.0% I Monthly I Monthly
99.0% I Monthly I Monthly
99.0% I Monthly I Monthly
99.9%
l
Monthly I Monthly
98% Monthly Monthly
95% Monthly Monthly
Formula Measurement Tool I Fee Reduction
Weightin_g Factor
Number of instances within Service Now
performance target I total number
of instances during Measurement
Interval =percent(%) attained
Number of instances within I Service Now
performance target/ total number
of instances during Measurement
Interval = percent(%) attained
Number of instances within I Service Now
performance target I total number
of instances during Measurement
Interval = percent (%) attained
Number of instances within I Service Now
performance target/ total number
of instances during Measurement
Interval =percent(%) attained
Number of instances within I Servlce Now
performance target i total number
of instances during Measurement
Interval = percent (%) attained
Number of instances within I Service Now
performance target I total number
of instances during Measurement
Interval = percent (%) attained
(Number or Application Changes Project completion
required to be delivered during the deliverables reviewed Measurement Interval that are in project and tower
delivered In the required time meetings using PMO
frame / number of Application templates. See
Changes required to be delivered section 7.1.2 on
during the Measurement lnterva~ • processes and
100% monitoring of
individual projects.
Service Level
Adherence to Scope
Planned and Scheduled Application
Changes
Enterprise Compute Services
System Availability
I
System Availability - Mission Crttical
Svstems /Production)
System Availability - Business Critical
'Production\
System Availability - Business Important
'Production)
System Availability - Non-Production
Svstems
Unscheduled Downtime for Each City
IApplicat!on
Capacity Management . -
Service Measure
Functional Requirements
Met
Production Deployment
City of Santa Clara
Schedule 4. Exhibit 1- SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performance Target Minimum Measurement Reporting
Perfonnan·ce Interval Period
All functional requirements 95% Monthly Monthly
met by the completion of
UAT
Changes are deployed on 95% Monthly Monthly
time (includes completion
of UAT, all training and
other activities associated
with the planned
deployment)
Fonnula Measurement Tool
(Number of Application Changes Scope reviewed in
for which UAT completes during project and tower
the Measurement Interval ior meetings using PMO
which all functional requirements templates. See
were accepted by the completion section 7 .1.2 on
of UAT / number of Application processes and
Changes for which UAT monitoring of
completes during the individual projects.
Measurement lntervall • 100%
[Number of Application Changes Change Management
required to be deployed during the Templates & Process
Measurement Interval that are
deplOyed on time per the project
plan I number of Application
Changes required to be deployed
during Measurement lntervaq •
100%
System Availability is defined as the availability of in scope components required to conduct the normal business operation of the City Application systems including servers (e.g., server CPU, memory, internal storage), external storage, System Software and network connection.
Availability will be measured based on the availability of each the City Application (I.e. excludes application availability and other out-of-scope components as determined by Root Cause Analysis) to conduct the normal business operation by all End-Users of the applicable the City Application.
Exdudes scheduled maintenance window.
System Availability Per Schedule 99.99% Monthly Monthly Availability{%) = 100% - Vanda (Nagios) Unavailabilitv /%\
System Availability Per Schedule 99.90% Monthly Monthly Availability(%) = 100% - Vanda (Nagios) Unavailabilitv /%1
System Availability Per Schedule 99.50% Monthly Monthly Availability(%} = 100% - Vanda (Nagios) Unavailabilitv /%1
System Availability Per Schedule 98.50% Monthly Monthly Availability(%}= 100% - Vanda {Nagios) Unavailabilitv /%)
Unscheduled downtime Inability to conduct normal 100% Monthly Monthly Number of unscheduled Service Now business operation due to downtimes ,; 4
unscheduled City
Application downtime not to
exceed 4 times per month,
per City Application
Fee Reduction
Weighting Factor
10%
10%
10%
5%
5%
I Service Level
Capacity and Utilization
Event Processing
Scheduled Production Events
Backups
lnctemental Daily Backup
Offsite Storage
Retention for 35 days
Full Weekly Backup
Offsite Storage
Retention for 5 weeks
Full Monthly Archive Backup
Offsite Storage
Retention Indefinite
Quarterly Test of Backup Restore
Process
Disaster Recovery Testing
DR Test
Cloud Provisioning
Cloud Server (Compute) Provisioning
Service Measure
Capacity and Utilization of
Physical Servers, Virtual
Servers and Storage
Devices
City of Santa Clara
Schedule 4, Exhibll 1- SLRs and Fee Reduction Weighting Factors Svc Lv1s and Weighting Factors
Performance Tar,get Minimum Measurement Reporting
Performance Interval Period
Physical servers, virtual 100% Quarterly Quarterly
servers and storage
devices that meet asset
utilization/ capacity levels
defined by Customer
Formula
Number of asset categories
meeting defined capacity/
utilization/ levels during the
Measurement Interval/number of
defined capacity utilization levels
required to be maintained during
the Measurement lntervaij • 100%
Scheduled Production Events: events include event setup, execution and completion of normally scheduled production batch jobs.
Per scheduled time Complete oore jobs events 99% Dally Monthly Complete core jobs events per the per the City's approved City's approved schedule
schedule
Service Provider shall implement and maintain backup and restoration capabilities for specified Service Tower data, applications and component configurations as defined in each Service Tower SOW. Service Provider shall perform error and omission free Incremental backups, full backups and full archive backups according to the Backup Schedule presented below. Recovery procedures will be capable of restoring Service delivery for failed Service Tower data, applications and component configurations according to the Restoration Service Levels listed below. Service Tower components requiring scheduled backups shall be referenced in the service environment section of each Service Tower SOW.
Successful backup and Per Schedule 98% Monthly Monthly Number of backups completed on storage schedule/total of all backups
scheduled during Measurement
Interval
Successful backup and Per Schedule 100% Monthly Monthly Number of backups completed on storage schedule/total of all backups
scheduled during Measurement
Interval
Successful backup and Per Schedule 100% Monthly Monthly Number of backups completed on storage schedule/total of all backups
scheduled during Measurement
Interval
Test results Successful tests 100% Quarterly Quarterly TBD Successful DR test Successful annual test of 100% Annual Annual Number of tests completed within each DR recovery time performance target /total of all
tests occurring during
Measurement Interval
nme to provision new :s1 Business Day after City 95% Monthly Monthly Events completed within cloud compute instance(s) approval (subject to change performance target/ total events control and change
management processes)
Measurement Tool Fee Reduction
Weighting Factor
Nimble, Vanda
(Nagios)
Results included in
operation meetings
Results included in
operation meetings
Results included in
operation meetings
Results included in
operation meetings
Results included in
operation meetings
Success per DR plan 5%
Service Now 5%
Service Level
Network Availability
WAN Availability
LAN Availability
VPN Availability
Internet Access Availability
Service Measure
City of Santa Clara
Schedule 4, Exhibit 1- SLRs and Fee Reduction Weighting Factors Svc Lvls and Weighting Factors
Performance Target Minimum Measurement Reporting
Performance Interval Period
Formula Measurement Tool
Network Availability is defined as the time during which connectivity Is fully functioning and normal business operations can be carried out with no data loss, downtime, or performance degradation.
Availability 24X7 99.99% Monitor Monthly Availability(%)= 100% - Vanda (Nagios) Excluding maintenance continuously, Unavailability(%)
window measure Where Unavailability is defined as:
monthly [(Sum of Oui age Duration)/
(Scheduled Time))%
Scheduled Time = (Total possible
time in Measurement Interval -
maintenance window time)
Availability 24 x7 99.99% Monitor Monthly Availability(¾)= 100% - Cisco Prime, Vanda Excluding maintenance continuously, Unavailability(%) (Nagios) v~ndow measure Where Unavailability is defined as:
monthly [(Sum or Outage Duration) I
(Scheduled Time)]¾
Scheduled Time= (Total possible
time in Measurement Interval -
maintenance window tlme)
Availability 24x7 99.99% Monitor Monthly Availability(¾)= 100%- Firewall, Vanda Excluding maintenance continuously, Unavailability(%) (Nagios) wind.ow measure Where Unavailability is defined as:
monthly [(Sum of Outage Duration} I
(Scheduled Time)]%
Scheduled Time= (Total possible
time In Measurement Interval -
maintenance window time)
Availability 24 x7 99.99% Monitor Monthly Availability(%)= 100% - Cisco Prime, Vanda Excluding maintenance continuously, Unavailability(%) (Nagics) wlnctow measure Where Unavailability is defined as:
monthly [(Sum of Outage Duration) I
(Scheduled Time))¾
Scheduled Time= (Total possible
time in Measurement Interval -
maintenance window time)
Total
Fee Reduction
Weighting Factor
10%
10%
5%
5%
200%
SCHEDULES
FEES
TO
MASTER SERVICES AGREEMENT
BY AND BETWEEN
CITY OF SANTA CLARA
AND
UNISYS CORPORATION
Schedule 5 - Fees
Table of Contents
I. Introduction .............................................................................................. : ......................... 3
2. Definitions .......................................................................................................................... 3
3. Baselines and Base Fees .................................................................................................... 4
4. ARCs Ceiling and RRCs Floor .......................................................................................... 8
5. Expenses and Fees ............................................................................................................. 9
6. Transition Fees ................................................................................................................. 10
7. Te1mination for Convenience Fees .................................................................................. 10
8. Estimated Allocation of Project Hours per FTE .............................................................. 10
9. FTE Role Descriptions ..................................................................................................... 10
10. Original Contract Resource Unit Fees ............................................................................. 11
Schedule 5 - Fees
Schedule 5
1. Introduction
This Schedule 5 Fees is applicable as of the Effective Date of the Agreement and sets forth the Fees payable to Service Provider for provision of Services and the methodology to calculate adjustments to Fees, if any. This Schedule also includes the Termination Fees that are applicable to this Agreement.
2. Definitions
"Additional Resource Charge" ("ARC") means the amount payable, in addition to the Base Fees, for additional Resource Units consumed above Baseline Volumes, computed monthly on a per-Resource Unit basis applicable to all units consumed when the Dead Band is exceeded. "Additional Services Fees" means Fees for specific discrete Services that are listed in Exhibit 1 to Schedule 5, and are part of the Base Fees.
"ARC Ceiling" means the maximum percentage of ARC unit changes that can occur before Parties agree to mutually review and may renegotiate such applicable Resource Unit items such as Base Fees, Baseline Volumes, ARC Rates and RRC Rates.
"Base Fee(s)" means the total Fees to Customer for Services for the then current Baseline Volumes and FTEs. Base Fees also includes Additional Services Fees as set forth in Exhibit 1 to Schedule 5. "Baseline Volume" means the specific quantity of FTEs or Resource Units included within the Base Fees for a month.
"Contract Rate Card" means the hourly rate card that will apply for additional FTEs that Customer may decide to add to Services during the Term of this Agreement through the Change Control Procedures. "Customer Optional Project Resources" means Fees identified in Exhibit 1 to Schedule 5 Fees (Optional Services worksheet) and which are included as part of the aggregate Customer Project Resources. Such Fees will be prorated and invoiced on an ongoing monthly basis, regardless of actual utilization. The Customer Optional Project Resources may be utilized by Customer during the Term at its discretion, consistent with the contractual procedures authorizing utilization of all other Customer Project Resources.
To the extent the Customer Optional Project Resources are not utilized by Customer during the Term, applicable Fees will be credited to Customer by Service Provider in Service Provider's final rnvoice under the Agreement.
"Customer Project Resources" means the funds available for use at Customer's discretion identified in Section 3.6.1 (Customer Project Resources table).
"Dead Band" means a range of Baseline Volumes for each type of Resource Unit within which no adjustment of Base Fees is required.
"FTE" means a full time equivalent resource used in delivery Services and included in the Base Fees. "Operational Utilization" means the percentage of time resources spend keeping the existing environment functioning (e.g. incident management, problem management). "Original Contract'' means the Master Service Agreement for Information Technology Outsourcing Services by and between City of Santa Clara and Unisys Corporation dated August 26, 2009, as amended from time to time.
Schedule 5-Fees
"Original Contract Resource Unit Fees" means the Resource Unit Fees pursuant to the Original Contract. "Pass-Through Order" means an order, signed by Customer, for Third Party product(s) and/or service(s) that are not Services, to which Service Provider may add mark-up or administrative fee in accordance with Section 5.3 of this Schedule 5 Fees. Pass-Through Orders may be placed for items such as specialized IT consulting services. Pass-Through Order procedures are further explained in Section 5.3. "Project Utilization" means the percentage of time resources spend changing, upgrading or performing strategic planning for the environment.
"Reduced Resource Credit" ("RRC") means the reduction in the Base Fees when actual Resource Units consumption falls below Baseline Volumes computed monthly applicable to the units consumed below the lower threshold of the Dead Band, on a per-Resource Unit basis, and credited only when consumption falls below the lower threshold of the applicable Dead Band. "Resource Units" refers to categories of resource·s, or particular kinds of resources (such as numbers of devices, FTEs, calls or other measurable items) used to determine Base Fees. "RRC Floor" means the minimum percentage of RRC unit credits that can occur before Parties agree to mutually review and may renegotiate such applicable Resource Unit items such as Base Fees, Baseline Volumes, ARC Rates and RRC Rates.
"Transition Fees" means Fees paid during transition, as identified in Schedule 13 Section 5 or as an amortized cost component and included in the monthly invoice as set forth in Exhibit 1 to Schedule 5 Fees (Transition Fees worksheet).
3. Baselines and Base Fees
3.1 _ Baseline Volume and Baseline Volume Adjustments
The Baseline Volumes Resource Units as of the Effective Date of the Agreement are set forth in Exhibit 1 to Schedule 5.
3.1.1 Adjustment to Baseline Volume
During the Transition Period, Service Provid~r shall measure actual consumption of all Resource Units and recommend any changes to Baseline Volumes, if necessary, so that Baseline Volumes accurately reflect Customer's then-current consumption, but excluding any unusual, exceptional or non-recurring conditions. After completion of the Transition Period, this process shall be repeated during the final two (-2) months of each Contract Year, beginning with the first Contract Year, with changes to be effective at the beginning of the next invoicing period of the succeeding Contract Year and implemented in accordance with the reconciliation process described below. Base Fees shall be adjusted accordingly, using applicable ARC, RRC or other adjustments described by this Schedule or the Agreement. If the Parties are unable to agree upon adjusted Baselines (and related adjustments to Base Fees) in a timely manner, the matter shall be referred to the governance committee and if they are unable to agree, then resolved, if necessary, in accordance with Section 21 of the Agreement (concerning disputes). Section 4 of this Schedule sets forth the methodology to adjust Baseline Volumes in the event of substantial changes to Baseline Volumes.
3.2 Base Fees and Base Fees Adjustments
Base Fees for Services are as provided in Exhibit 1 to Schedule 5 (Base Fees table) of this Schedule.
Base Fees reflect consumption of chargeable Resource Units in accordance with the Baseline Volumes contained therein. Base Fees commence upon Service Commencement Date after successful completion of Transition related activities and completion of the final Transition Milestone for all Service Towers.
Schedule 5- Fees
3.2.1 [Reserved]
3.2.2 COLA
Service Provider Contract Staff Labor Rates and Resource Unit Fees, as delineated in Exhibit 1 to this Schedule 5 will be adjusted annually for inflation (COLA: Cost of Living Adjustment) based on the Consumer Price Index, Urban Wage Earners and Clerical Workers (Current Series), Not Seasonally Adjusted, San Francisco-Oakland-San Jose, CA, provided by the Department of Labor Bureau of Labor Statistics. Service Provider Contract Staff Labor Rates will be adjusted at 100% of the applicable COLA.
Resource Unit Fees will be adjusted at 88% of the applicable COLA. For avoidance of doubt, during the Term, COLA will be applicable only to Service Provider Contract Staff Labor Rates and Resource Unit Fees as described in this Section 3.2.2. The COLA adjustment will begin on July 1, 2018 and each subsequent Contract Year on July 1, based on the period ending December 31 of the previous year.
Notwithstanding the above described COLA adjustments, in the event the City encounters budget constraints based on severe economic conditions, Service Provider agrees to discuss such COLA adjustments with the City in good faith.
3.3 Incremental Charges and Credits
After Service Commencement Date of Services, Customer shall pay Base Fees associated with such Services plus ARCs (if consumption of Resource Units exceeds the upper limit of the Dead Band) or minus RRCs (if consumption of Resource Units fall below the lower limit of the Dead Band). Dead Band, ARCs and RRCs shall be determined, reported and invoiced on a monthly basis.
3.3.1 Reporting and Payment of ARCs and RRCs
Within thirty (30) days following the end of each month, Base Fees for Services will be adjusted by Service Provider based upon (i) positive or negative differences between actual usage of Resource Units for the preceding month and (ii} then-current Baseline Volumes, (iii) multiplied by applicable ARCs and RRCs, provided, that there shall be no actual adjustment unless actual consumption falls outside the Dead Band. After calculation of all adjustments, Service Provider shall deliver to Customer, a statement in reasonable detail specifying all adjustments for that month, and explaining their calculation. If there has been a net overpayment by Customer, the amount of the overpayment shall be credited against the next succeeding Service Provider invoice(s) or paid by check when the Agreement expires or terminates.
If there has been a net underpayment by Customer, the amount of the underpayment shall be added to the next succeeding Service Provider invoice(s) or paid by check when the Agreement expires or terminates. Customer agrees to pay the net amount due, if any, as provided in Section 11.3 of the Agreement after receipt of a correct Service Provider's invoice.
3.3.2 ARC Dead Band
The ARC Dead Band is expressed as a percentage amount and is set forth in the ARC Dead Band Table that is provided for each Resource Unit type for each relevant Service Tower. For the purposes hereof, "ARC Dead Band Percentage" means the percentage above the Baseline Fee for each applicable Resource Unit type within which ARCs will not apply, and above which ARCs will apply
Schedule 5 - Fees
3.3.3 ARC Dead Band Table
The following ARC Dead Band Table identifies the factors that are to be used in calculating ARCs for each Resource Unit type for each of the applicable Service Towers. The ARC Dead Band is calculated by multiplying the Baseline Fee by the sum of 1.00 plus the ARC Dead Band percentage.
Table 1. ARC Dead Band Table
ARC Dead Band
% of Baseline
Service Tower
Enterprise Compute Services (i.e. data 10%
center and network)
Service Desk Services 10%
3.3.4 Reduced Resource Credits (RRCs)
The RRC Dead Band is expressed as a percentage amount and is set forth in the RRC Dead Band Table that is provided for each applicable Service Tower. For the purposes hereof, the RRC Dead Band means the percentage below the Baseline Fee for each applicable Resource Unit type within which RRCs will not apply, and below which RRCs will apply.
3.3.5 RRC Dead Band Table
The following RRC Dead Band Table identifies the factors that are to be used in calculating RRCs for each Resource Unit type for each of the applicable Service Towers. The RRC Dead Band is calculated by multiplying the Baseline Fee by the sum of 1.00 less the RRC Dead Band percentage.
Schedule 5 - Fees
Table 2. RRC Dead ~and Table
RRC Dead Band
% of Baseline
Service Tower
Enterprise Compute Services (i.e. data 10%
center and network)
Service Desk Services 10%
3.3.6 Credits for non-availability of FTEs
Customer shall not pay corresponding prorated Fees for vacancies or absences in excess of agreed schedule of FTEs, unless prior agreement has been reached for adequate backfill for such FTEs. The agreed schedule of FTEs is as below.
a. The base hours for calculating credits for non-availability of an FTE is 2080 hours per year. b. Total hours of non-training absences for any fulltime FTE shall be 248 hours. This number is based on 13 Customer holidays, 13 vacation days and 5 sick days. If the number of Customer holidays is decreased from 13 days, the time allocated for Customer holidays will be added to Service Provider vacation days. For the avoidance of doubt, the total working hours per FTE include time for FTEs to perform administrative activities [e.g. corporate email, required corporate training (e.g. ethics, security), and performance evaluations]. c. The total hours of non-training absences for any part-time FTE shall be reduced proportionately per base hours specified in (a).
d. Total training hours shall be 40 hours per year unless otherwise agreed to by Customer. For the purpose of this Section 3.3.6, training hours refers to training that enhances that job skills and capabilities of the FTE in providing the Services. For the avoidance of doubt, training hours shall not include administrative or other training not directly related to providing the Services.
In the event a credit is due to Customer pursuant to this Section, Service Provider will credit the prorated Fees for the applicable FTE in the upcoming monthly invoice.
Customer may within thirty (30) days from Effective Date identify spElcific FTEs which will be removed from on-boarding at Service Commencement and corresponding credits will be applied to the Base Fees, as identified in Schedule 5 Section 3.3.6. Customer removed FTEs shall be added to the Services through the Change Control Procedures.
Schedule 5 - Fees
3.4 [Reserved]
3.5 [Reserved]
3.6 Project Resources
3.6.1 Customer Project Resources
Resources used for Customer Project Resources are on a pay when used basis and invoiced on the next monthly il')voice, with the exception of Customer Optional Project Resources. Customer retains the right to change or remove Customer Project Resources at its sole discretion during the Term of the Agreement, with the exception of the Customer Optional Project Resources. Customer Project Resources identified as of the Effective Date are as follows: (). \ Customer Project Resources
4. ARCs Ceiling and RRCs Floor
ARC Ceilings and RRC Floors are established to provide a means to evaluate and adjust pricing if there are dramatic shifts in Resource Unit usage volumes over a sustained period. In the event that the Resource Unit usage is greater than the ARC Ceiling or less than the RRC Floor for a period of two (2) consecutive months, the Parties agree to mutually review and may renegotiate such applicable Resource Unit items such as Base Fees, Baseline Volumes, ARC Rates and RRC Rates.
The following ARC Ceiling and RRC Floor identifies the factors that are to be used in calculating whether Resource Unit usage has exceeded an ARC Ceiling or RRC Floor. The ARC Ceiling is to be calculated by multiplying the Baseline Volume of the Resource Unit by the sum of 1.00 plus the ARC Ceiling percentage where ARC Ceiling percentage will be 25% of the Baseline Volume for the Resource Unit.
The RRC Floor is to be calculated by multiplying the Baseline Volume of the Resource Unit by the sum of
1.00 less the RRC Floor percentage where RRC Floor percentage will be 25% of the Baseline Volume for the Resource Unit.
Immediately following the second consecutive month that a Resource Unit usage exceeds the ARC Ceiling or falls below the RRC Floor, the Parties agree to negotiate in good faith an equitable adjustment to such Resource Unit items within thirty (30) days. Any adjustments to pricing (ARC, RRC, Base Fees, Baseline Volumes, ARC Ceilings, RRC Floors, and Dead Band) shall become effective on the date when the Parties execute an amendment to reflect it. Notwithstanding the foregoing, until a mutual agreement is reached by the Parties on making adjustments to the Resource Unit items referenced above, the thenexisting ARCs and RRCs will continue in effect.
Schedule 5 - Fees
5. Expenses and Fees
5.1 Retained Expenses
Customer agrees to pay the expenses listed in Schedule 30 Financial Responsibility Matrix identified as Customer's responsibility, and as otherwise specified by the Agreement or agreed to from time to time in writing.
5.2 Travel and Living Expenses
Service Provider will seek to limit travel costs by utilizing local or regional resources when possible and will make efforts to limit travel to specialized resources whenever feasible. Customer will reimburse actual travel and living expenses for Contract Staff identified in Schedule 30 Financial Responsibility Matrix with prior written consent from Customer, in connection with the performance of Services. Travel expenses as applicable for the preceding month will be included in the monthly invoice. Invoices shall describe reimbursable expenses in reasonable detail. Service Provider shall provide backup documentation including receipts for all reimbursable travel and living expenses. Travel, living and other expenses shall comply with Customer's w'ritten policies.
5.3 Pass-Through Orders
A Pass-Through Order consists of third party products or services, or both, which shall be provided on a pass-through basis, (individually a "Third Party Product" or a "Third Party Service" and collectively "Third Party Items."). Pass-Through Orders may not be placed for items included in the Services. PassThrough Orders may be placed for items such as specialized IT consulting services, The total value of all Pass-Through Orders in a Contract Year, on which Service Provider will not add any mark-up or administrative fees, shall not exceed $90,000.00 USD, unless otherwise agreed by ~ervice Provider, prorated for Contract Years of less than 12 months. If agreed by Service Provider, Pass-Through Orders accepted in excess of the annual Contract Year limit will be subject to a 5% administrative fee. Pass Though Orders shall not include any Pass-Through Expenses identified in Schedule 5, Exhibit 1 at the time of contract signing.
These Third Party ltem(s) are included in the Pass-Through Order solely as a convenience to Customer to acquire the Third Party ltem(s). By signing the Pass-Through Order, Customer authorizes Service Provider to order each Third Party Item for provision to the Customer by the applicable vendor. Service Provider has alliances with certain third party product and service vendors. As part of any such alliance relationship, Service Provider may be entitled to receive from these vendors certain fees, discounts, or other financial benefits. Customer acknowledges that Service Provider may receive these benefits for the Third Party ltem(s).
The Third Party ltem(s) shall be governed solely by the standard terms, conditions and service descriptions of their vendor. Service Provider will invoice Customer for each Third Party Item at the applicable price in the Pass-Through Order. Service Provider shall invoice Customer for each Third Party Product on shipment and for each Third Party Service in advance of the service. The undisputed invoices will be due and payable to Service Provider upon receipt of the Third Party Items. Service Provider shall pay the vendor after Service Provider receives Customer's payment. Vendor must agree in advance of Pass-Through Order placement to be paid after Service Provider is paid by Customer and agree that Customer is responsible for any dispute concerning a Third Party ltem(s). Customer agrees that Service Provider has no responsibility for the Third Party Items, which Service Provider provides on a passthrough, AS IS basis, and Customer agrees to look solely to the applicable vendor for each Third Party Item.
Schedule 5 - Fees
5.4 Overtime and Weekend Pay
Customer agrees to pay overtime rates based on industry standards only for non-exempt Service Provider employees performing project work on an hourly basis for Contract Staff work in excess of standard business hours of the Customer. The standard business hours of Customer are 7:00 am - 6:00 pm Pacific Time, Monday through Friday. Overtime pay may be claimed by Service Provider only with written consent from Customer in advance of anticipated overtime hours.
5.5 [Reserved]
5.6 Contract Rate Card
Contract Rate Card is set forth in Exhibit 1 to Schedule 5 (Rate Card worksheet).
6. Transition Fees
Customer agrees to pay charges for Transition Services as set forth in the "Transition Fees" worksheet contained in Exhibit 1 to Schedule 5.
6.1 Corrective Assessments
Customer has the right to impose Corrective Assessments for Critical Transition Milestones for delays beyond the deadlines for such Critical Transition Milestones set forth in Schedule 13 Transition Services and Deliverables. Schedule 13 Section 8 identifies the Corrective Assessment for each Critical Transition Milestone and the corresponding completion dates for the Critical Transition Milestones.
7. Termination for Convenience Fees
Customer agrees to pay Termination for Convenience set forth in Exhibit 1 to Schedule 5, in accordance with Section 15.4 of the Agreement.
8. Estimated Allocation of Project Hours per FTE
Onsite FTEs shall perform both Project Utilization and Operational Utilization based work. The estimated percentage of time allocated for Project Utilization work for each onsite FTE is provided in Exhibit 1 to Schedule 5. If the actual percentage of time performing project work per quarter is materially lower than the estimated percentage of time allocated for project work, Service Provider shall justify the variation in writing to the Customer. If the Customer is not satisfied that the variations is justified, the Parties shall resolve in accordance with Section 21 of the Agreement.
9. FTE Role Descriptions
Job descriptions for FTEs are provided in the attached file.
Schedule 5 Fees -
FTE Role Descriptior
Schedule 5 - Fees
10. Original Contract Resource Unit Fees
During the period between the Effective Date hereto and the completion of the Transition Services for the Services or for a particular Service hereunder, and notwithstanding the expiration of the Original Contract on June 30, 2017, the Resource Unit Fees as contemplated and delineated in the Original Contract will remain in force and will be invoiced by Service Provider to Customer. For avoidance of doubt, all other Fees will be invoiced pursuant to this Agreement.
• UNISYS
Position: Contract Executive & PMO Lead
Supervisor': Regional Service Delivery Director
Summary:
The Contract Executive and PMO Lead will be the Service Provider's primary point of contact for all matters relating to City of Santa Clara program, including steady state service integration, performance and demand management across all in scope Service Towers and Third Parties as applicable. This includes managing and coordinating all steady state Service Provider resources, subcontractors and Third Parties across all of the Service Towers to ensure optimal end to end service delivery, careful and timely management of Service Requests, accurate and complete reporting, accurate invoicing, and comprehensive escalation and issue management.
This role directs Unisys staff members that will include the Applications Program Manager, Technical Lead, Infrastructure Architect, Information Security Officer, Business Analysts and Project Managers within the PMO. This position will require 10 to 15 years of management experience in an Information Technology environment supporting at least 1,000 user and must possess excellent communication and resource optimization experience along with strong technology experience in various environments.
Experience with Public Sector and Local Municipalities is expected and should include Information Technology management such as application development, application support, data center operations, end user operations and project management.
Qualifications:
• Masters or Bachelor's degree or higher in CS, CIS, MIS or equivalent • Be knowledgeable of the Customer's business strategy, objectives, processes and operations (including Customer departments)
• Experienced at running services equal in size and scope to those of the City • Be knowledgeable about established project management standards and processes in the Customer environment
• Be experienced in overseeing a portfolio of projects and managing project managers to ensure projects remain on time and on budget
• Be experienced in managing and overseeing project proposals • Be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Services pertaining to the PMO function • Possess a Project Management Professional (PMP) certification from the Project Management Institute (PMI)
• Municipality applications management experience preferred Skills:
• In-depth knowledge of overall Information Technology application evaluation, development, implementation, testing and production support.
• Previous working experience in project management implementing IT applications. • Working knowledge of data processing concepts
• Familiarity with various operating systems and industry-accepted standards and client/server application computing environments.
Responsibilities:
• Be the primary onsite contact point for all matters relating to cross Service Tower, steady state service delivery including ongoing services supply/demand alignment and performance management • Be the primary Customer contact for the. Cross Functional Statement of Work scope of services and be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Services pertaining to the Cross Functional Statement of Work • Primary point of contact for all matters relating to governance and relationship management including financial, performance and contract management
• Responsible for directing all of Service Provider's activities and shall be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Agreement • UNISYS
• Have experience with coordinating service delivery across multiple Service Towers and Third Parties in support of end to end IT systems
• Knowledgeable about the Services transition, Service Provider Service Tower services, and be knowledgeable about Service Provider subcontractor and Third Party services and how all of these integrate to provide services for the Customer
• Be experienced at running information technology systems, networks, help desks and end user support, and applications functions of a size and scope minimally equal in size and scope to those-of the Customer
• Responsible for driving each Services Tower to work seamlessly across all Service Towers and resolving any escalated issues that cannot be resolved at the Service Tower level • Participate in governance meetings in Schedule 17, as relevant • Review and approve all PMO deliverables prior to submission to the Customer • UNISYS
Position:
Supervisor:
Summary:
Applications Program Manager
Contract Executive
The Applications Program Manager supervises Contract Staff members including Application Analysts, Business Analysts, and Web Designers and Developers. This position requires 10 to 15 years of management experience in an Information Technology environment supporting at least 1,000 users and must possess excellent communication skills and resource optimization experience along with strong technical experience in various environments. The role is also responsible for evaluating and recommending solutions by working with all Customer groups impacted. Experience with Public Sector and Local Municipalities is expected along with deep experience with key applications that commonly support these customers. Experience with Agile and DevOps methodologies is an expectation and a plus.
The Applications Program Manager has overall responsibility for management of the Portfolio (including strategy and Roadmap), the Plan of Record, and portfolio definition and strategic roadmaps as well as leadership of the Applications Services team.
Qualifications:
• Master or Bachelor's degree or higher in CS, CIS, MIS or equivalent • At least 15 years' experience in IT application management including managing and motivating technical personnel.
• Be knowledgeable of the Customer's business strategy, objectives, processes and operations (including Customer departments)
• Be knowledgeable about the assigned Service Tower(s), knowledgeable about other Service Provider Service Tower services that impact their assigned area(s), knowledgeable about Service Provider subcontractor and Third Party services and how all of these integrate to provide Services for the Customer
• Previous working experience in project management implementing IT applications. • Be experienced at running information technology systems and networks of a size and scope minimally equal in size and scope to those of the Customer Skills:
• Working with business leaders to develop and align application strategies to business objectives • Ability to anticipate the direction of future application strategy and be proactive in identifying tactics to deliver.
• Ability to translate the application strategy into plans and actions • In-depth knowledge of Information Technology application evaluation, development, implementation, testing and production support.
• In-Depth knowledge of the software development life cycle. • Working knowledge of data processing concepts
• Familiarity with various operating systems and industry-accepted standards, client/server application computing environments and relational database concepts. • Relevant certifications for the skills/application/service area/domain • Agile and DevOps Methodologies
Responsibilities:
• Be the primary onsite contact point for all matters relating to day-to-day service delivery including ongoing services supply/demand alignment and Service Tower performance management • Drive the delivery of seamless cross Service Tower Services to the Customer • Be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Services pertaining to their Service Tower(s) • Take ownership of the day-to-day Service Tower(s) operational relationships between Service Provider information technology service delivery and the Customer • UNISYS
• Manage and coordinate the appropriate resources to ensure optimal Service Tower service delivery and ensure that all issues raised are resolved in accordance with the applicable defined Customer and/or Service Tower procedures and Service Levels
• UNISYS
Position:
Supervisor:
Summary:
Infrastructure Program Manager
Contract Executive
The Infrastructure Program Manager has overall responsibility for Infrastructure Services (Data Center, Network and Cloud}, managing and overseeing all people, processes and tools required to deliver all services both remotely and onsite in these areas. This position is also tasked with making recommendations to IT Governance for enhancements to Service Provider's services or Service portfolio based on operational observations and works under direction of a senor architect for complex projects.
This position supports and administers data retention/recovery and production job schedules and performs continuous analysis of production jobs, backup processes, system monitoring, and server availability. The role is also responsible for evaluating and recommending solutions by working with all Customer groups impacted. This position will require 1 Oto 15 years of management experience in an Information Technology environment supporting at least 1,000 users and must possess excellent communication and resource optimization experience along with strong technical experience in a Windows environment. Experience with Public Sector and Local Municipalities is expected.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent • In-depth knowledge and experience with at least 10 years Enterprise Systems Management experience including design, testing, and implementation. • Three years minimum Data Center experience and one year minimum Data Center management experience.
• 5 years' experience in developing, enhancing and supporting event correlation. • Familiarity with database and infrastructure software design, implementation, maintenance, upgrade and operations technique.
• Knowledge of data processing and network/communication concepts, products and protocols • Experience in project management including managing and motivating technical personnel. • Possesses strong product, technology, and industry knowledge. • Be knowledgeable of the Customer's business strategy, objectives, processes and operations (including Custom!;!r departments)
• Be knowledgeable about the assigned Service Tower(s), knowledgeable about other Service Provider Service Tower services that impact their assigned area(s), knowledgeable about Service Provider subcontractor and Third Party services and how all of these integrate to provide Services for the Customer
• Be experienced at running information technology systems and networks of a size and scope minimally equal in size and scope to those of the Customer Skills:
• Relevant certifications in Infrastructure Services
• Working knowledge of IT operational procedures and processes. • Experience performing storage and enterprise platform systems design, implementation, troubleshooting, and management across heterogeneous environments. • Familiarity with various operating systems and industry-accepted standards and client/server application computing environments.
• Strong working knowledge of storage technologies (i.e., SAN, NAS, iSCSI, Fiber Channel, Enterprise Storage Arrays, Data Replication, HSM). Administration of multiple UNIX environments, hardware and operating systems.
• Experience with design (blueprinting) and developing conceptual, logical, and technical architecture models.
Responsibilities:
• Be the primary onsite contact point for all matters relating to day-to-day service delivery including ongoing services supply/demand alignment and Service Tower performance management • Drive the delivery of seamless cross Service Tower Services to the Customer • UNISYS
• Be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Services pertaining to their Service Tower(s) • Take ownership of the day-to-day Service Tower(s) operational relationships between Service Provider information technology service delivery and the Customer • Manage and coordinate the appropriate resources to ensure optimal Service Tower service delivery and ensure that all issues raised are resolved in accordance with the applicable defined Customer and/or Service Tower procedures and Service Levels
0 UNISYS
Position:
Supervisor:
Summary:
End-User Services Manager
Contract Executive
The End-User Services Manager has overall responsibility for the delivery of services provided by the onsite Field Technicians and Endpoint Engineers which includes managing and overseeing all people, processes and tools required to deliver all services for the End User Tower. This position is also tasked with making recommendations to IT Governance for enhancements to Service Provider's services or Service portfolio based on operational observations and works under direction of a senor architect for complex projects. This position supports the resolution of IT incidents and requests for employees of the City and the development and management of the City's images across desktops, laptops and mobile devices. The role is also responsible for evaluating and recommending solutions by working with all Customer groups impacted. This position will require 8 to 10 years of management experience in an Information Technology environment supporting at least 1,000 users and must possess excellent communication and resource optimization experience along with str.ong technical experience in a Windows environment. Experience with Public Sector and Local Municipalities is expected.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent • Management experience (5+ Years) leading teams in large scale technical support initiatives. • 5 years minimum End User Services experience.
• Experience in Group Policy Object (GPO) Administration required. • Experience in mobile device and applications support (MOM), SCCM and Office 365 • Experience with Image development and Management across multiple device platform (Windows, IOS, Android)
• Expertise in Windows Deployment processes
• Experience in project management including managing and motivating technical personnel. • Experienced at running information technology systems and networks of a size and scope minimally equal in size and scope to those of the Customer (1 ,000+ end users) Skills:
• Relevant certifications in End User Services
• Working knowledge of IT operational procedures and processes. • Possesses strong product, technology, and industry knowledge. • Ability to review data, analyze and make recommendations to drive continuous improvement • Excellent interpersonal and coaching skills with above average oral and written communication skills. • One or more of the following professional certifications are highly desired. o Microsoft Certified Master (MCM)
o Microsoft Certified Solutions Master (MCSM)
o Microsoft Certified Solutions Expert (MCSE)
o Microsoft Certified Technology Specialist in Windows 7 Deployment (MCTS) o MCSE: Desktop Infrastructure certification
o Project Management Professional (PMP)
Responsibilities:
• Be knowledgeable of the Customer's business strategy, objectives, processes and operations (including Customer departments)
• Be knowledgeable about the assigned Service Tower(s), knowledgeable about other Service Provider Service Tower services that impact their assigned area(s), knowledgeable about Service Provider subcontractor and Third Party services and how all of these integrate to provide Services for the Customer
• Be the primary onsite contact point for all matters relating to day-to-day service delivery including ongoing services supply/demand alignment and Service Tower performance management • Drive the delivery of seamless cross Service Tower Services to the Customer • Be vested by Service Provider with all necessary authority to act for Service Provider in connection with all aspects of the Services pertaining to their Service Tower(s) • UNISYS
• Take ownership of the day-to-day Service Tower(s) operational relationships between Service Provider information technology service delivery and the Customer • Manage and coordinate the appropriate resources to ensure optimal Service Tower service delivery and ensure that all issues raised are resolved in accordance with the applicable defined Customer and/or Service Tower procedures and Service Levels
• UNISYS
Position:
Supervisor:
Enterprise Architect
Account Delivery Manager
Summary:
The Enterprise Architect shall work with Customer to build a holistic view of the Customer's strategy, IT processes, data, and information technology assets.
The Enterprise Architect is responsible for the Customer's Infrastructure roadmap, aligning the infrastructure roadmap to the requirements of the Service Portfolio and leading Infrastructure upgrade projects from both a technical and strategic perspective. This position will require eight (8) years of technical systems architecture design and management experience.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent • Knowledgeable of the Customer's business strategy, objectives, processes and operations • knowledgeable of the evolving IT marketplace, including emerging IT trends, technologies and solutions
• Keep Customer's IT architecture flexible and responsive to new IT opportunities • Possess broad knowledge of hardware, software, application, and systems engineering • Possess knowledge of IT governance and IT operations
• Possess the ability to explain technical and complex issues to Customer in ways that non-technical persons can understand
• Possess project and program management pla~ning and organizational skills Skills:
• In-depth knowledge of Information Technology application evaluation, development, implementation, testing and production support.
• Possesses strong product, technology, and industry knowledge. • Knowledge with appropriate networks, products and protocols. • Experience performing storage and enterprise platform systems design, implementation, troubleshooting, and management across heterogeneous environments. • Strong working knowledge of storage technologies (i.e., SAN, NAS, iSCSI, Fiber Channel, Enterprise Storage Arrays, Data Replication, HSM). Administration of multiple UNIX environments, hardware and operating systems. Experience with design (blueprinting) and developing conceptual, logical, and technical architecture models.
• Strong understanding of the Microsoft stack (Active Directory, Exchange, Skype, SCCM, SharePoint) • Basic understanding of networks (switches Layer 2 and 3/routers) • ITIL Certification
• Understanding of security (Defense in Depth)
• Applications experience, and understanding of stack/building blocks in the infrastructure • The ability to talk and breakdown information down for a "C" level executive to understand • The ability to lead people of various levels to technical expertise • UNISYS
Position:
Supervisor:
Summary:
Information Security Officer
Contract Executive
The Information Security Officer shall have overall responsibility for all information security-related aspects of the Services, including coordination of information security efforts across all Service Towers Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent • Knowledgeable of the Customer's business strategy, objectives, processes and operations • knowledgeable of the evolving IT marketplace, including emerging IT trends, technologies and solutions
• Keep Customer's IT architecture flexible and responsive to new IT opportunities • Possess broad knowledge of hardware, software, application, and systems engineering • Possess knowledge of IT governance and IT operations
• Possess the ability to explain technical and complex issues to Customer in ways that non-technical persons can understand
• Possess project and program management planning and organizational skills Skills:
• In-depth knowledge of Information Technology application evaluation, development, implementation, testing and production support.
• Possesses strong product, technology, and industry knowledge. • Knowledge with appropriate networks, products and protocols. • Experience performing storage and enterprise platform systems design, implementation, troubleshooting, and management across heterogeneous environments. • Strong working knowledge of storage technologies (i.e., SAN, NAS, iSCSI, Fiber Channel, Enterprise Storage Arrays, Data Replication, HSM). Administration of multiple UNIX environments, hardware and operating systems. Experience with design (blueprinting) and developing conceptual, logical, and technical architecture models.
• UNISYS
Position:
Supervisor:
Summary:
Field Technician (Level 1 and Level 2)
End-User Services Manager
The Field Technicians 1 and 2 are primarily responsible for providing Tier 2 support for desktop hardware and deskside issues, Deskside Software Support, and troubleshooting of assigned Service Desk tickets through resolution to client satisfaction. Additional responsibilities include IMACD and Smart Hands support for the Data Center and infrastructure as well as backup of Service Desk activities detailed in the Service Desk SOW Project responsibility for projects requiring technician assistance. This position requires a self-motivated, flexible and dependable team player with the ability to adapt to flexible work hours.
Qualifications:
• High School Graduate and minimum of 2-3 years related experience for Level 1 Technicians • High School Graduate and minimum of 3-5 years related experience for Level 2 Technicians • Bachelor's degree preferred.
• Windows, MS Office, GroupWise, Internet Explorer, LAN, WAN and basic networking protocols and standards.
• A+ certification
• OEM certifications (Dell, Compaq, HP, etc.), other certifications and/or training as required including completion of CIR5 Core Training
• Desktop Support in a Municipality a plus.
Skills:
• In-depth knowledge of Information Technology application evaluation, development, implementation, testing and production support.
• General knowledge of desktop hardware and software including working knowledge of Microsoft applications
• Basic troubleshooting and repair ability
• Ability to test PC, servers and associated peripherals and/or low end document processor products • Ability to resolve very basic/non-complex problems as required. • Basic mechanical skills and understanding of electro static discharge (ESD) procedures • UNISYS
Position: Business Analyst I
Supervisor: Applications Program Manager
Summary:
The Business Analyst roles will be aligned to and work with key departments such Public Safety, Utility Billing, HR, Finance, Admin and Land Management. The level (I, II or Ill) of the Analyst will be determined by needs and scope of the supported departments. One example role is working with the Business Analyst Ill supporting and enhancing the Utility Billing system and its related applications. The role would include application testing, business process Improvement, vendor coordination The Business Analyst is responsible for assisting other business analysts in developing the functional requirements, testing, training, implementation, and support artifacts across the Customer application portfolio in collaboration with the business domains and business subject matter experts. Assist in creating and maintaining the strategic partnership between business stakeholders and Customer IT delivery.
Qualifications:
• BA/BS in Accounting, Finance, Business Administration, Marketing, Information Systems Management, Computer Science or related field, or an equivalent combination of education and/or experience
• 3-5 years of related work experience with progressively increasing responsibility • Basic knowledge of technologies relevant to the engagement • Advanced proficiency using various Microsoft Office desktop products • Strong analytical skills, excellent communication skills (written and oral) • Demonstrated ability in IT analysis methodologies (e.g., process flow definition, data flow diagramming, etc.)
• Demonstrated ability to work effectively with all levels of staff, customers and other IT personnel • Ability to perform cost-benefit analysis, trending, forecasting, and financial analysis • Ability to lead effective meetings that are tailored to the audience Skills:
• Relevant certifications for the domain
• Working knowledge of IT operational procedures and processes. • Experience in project management
• Possesses technical background in required applications and tools. • • Experience in gathering user requirements and production of formal business requirements and functional specifications
Responsibilities:
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Assembles, analyzes, and represents customer busin_ess requirements .
Collaborate with internal and external customers to elicit their business concerns and develop workable solutions
Performs cost estimating, cost benefits analysis, and ROI (return on investments). Develops high level implementation plans.
Participate in planning initiatives, feasibility studies, cost/benefit analyses, and new applications requirements
Act as the liaison between the Customer business units and the IT support staff responsible for coordination of activities with application analysts and support staff.
Work with customers to prepare test scenarios and data
Oversee user acceptance testing, develop user guides, provide user training, and support the user in the development of work processes
Understand, document and manage business, functional, and data flow requirements • UNISYS
• Possess a thorough understanding of data, sources of data, and relationships of data in order to generate meaningful information in support of the supported Customers or Departments • Provide day-to-day operations support, research and resolve problems associated with application transactions or processing.
• Possess a thorough understanding of data, sources of data, and relationships of data in order to generate meaningful information in support of the supported Customers or Departments • Performs design steps including requirements analysis, performance analysis, benchmarking and bandwidth analysis, and detailed design of the system.
• Confirms and prioritizes project plans
• Collaborates with other to ensure plans and identified solutions meet Customer needs and expectations.
• Coordinates the efforts of various operations resources assigned to projects to provide consistent implementations in keeping with short and long range plans • 0 UNISYS
Position:
Supervisor:
Summary:
Business Analyst II
Applications Program Manager
The Business Analyst roles will be aligned to and work with key departments such Public Safety, Utility Billing, HR, Finance, Admin and Land Management. The level (I, II or 111) of the Analyst will be determined by needs and scope of the supported departments. An example role would be supporting and enhancing the Land Management Systems. Application testing, business process improvement, vendor management. Coordination between IT and Community Development, Water & Sewer, and other • departments that utilize the Land Management, City Infrastructure Work Order systems, and GIS applications.
Qualifications:
• BNBS in Accounting, Finance, Business Administration, Marketing, Information Systems Management, Computer Science or related field, or an equivalent combination of education and/or experience
• 4 to 6 years of related work experience with progressively increasing responsibility • Advanced knowledge of technologies relevant to the engagement • Advanced knowledge of SDLC methodology and UML
• Advanced analytical, project planning, negotiating, interpersonal, and communication skills (written and oral)
• Ability to perform cost-benefit analysis, trending, forecasting, and financial analysis • Advanced proficiency using various Microsoft Office products Skills:
• Relevant certifications for the domain
• Working knowledge of IT operational procedures and processes. • Experience in project management
• Possesses technical background in required applications and tools. • Experience in gathering user requirements and production of formal business requirements and functional specifications
Responsibilities:
• All responsibilities associated with Business Analyst - Level I • Participate in the creation of a Key Performance Indicators and the documentation of their supporting business requirements, data models, calculation rules, and metadata • Lead system feasibility studies, cost/benefit analyses, and new systems requirements. • Gather and drive stakeholder requirements and product vision through the planning, analysis, development, and testing phases
• Translate stakeholder requirements into various documentation deliverables such as functional specifications, use cases, workflow/process diagrams, and data flow/data model diagrams • Provide data and analyses in a timely manner, and verity• the accuracy of data analyses produced by self or others
• Creation of test plans
• Ability to manage small projects an initiatives.
• Vendor management
• UNISYS
Position:
Supervisor:
Summary:
Business Analyst Ill
Applications Program Manager
The Business Analyst roles will be aligned to and wor~ with key departments such Public Safety, Utility Billing, HR, Finance, Admin and Land Management. The level (I, II or Ill) of the Analyst will be determined by needs and scope of the supported departments. Examples for this role include supporting and enhancing the Utility Billing system and its related applications or supporting and enhancing the Public Safety departments and their related applications. Both roles would include application testing, business process improvement, vendor management.
Qualifications:
• BA/BS in Accounting, Finance, Business Administration, Marketing, Information Systems Management, Computer Science or related field, or an equivalent combination of education and/or experience
• 6 to 8 years of work experience with progressively increasing responsibility • Advanced knowledge of technologies relevant to the engagement • Advanced knowledge of SDLC methodology and UML
• Advanced analytical, project planning, negotiating, interpersonal, and communication skills (written and oral)
• Ability to perform cost-benefit analysis, trending, forecasting, and financial analysis • Advanced proficiency using various Microsoft Office products Skills:
• Relevant experience and or certifications for the domain (for example: Public Safety or Utilities) • Working knowledge of IT operational procedures and processes. • Experience in business analysis and application project management including managing and motivating technical personnel.
• Possesses technical background in required applications and tools. • Experience with design (blueprinting) and developing conceptual, logical, and technical architecture models.
Responsibilities:
• All responsibilities associated with Business Analyst - Level 11 • Function as the subject matter expert for the assigned area of expertise including awareness and deep knowledge of critical applications for that domain • Lead multiple projects and trains and/or mentors other team members, peers and clients as appropriate
• Investigate complex strategic business issues, researching and identifying inventive solutions • Collaborate with executive stakeholders to elicit their business concerns and develop workable solutions
• Lead the creation of a catalog of Key Performance Indicators and the documentation of their supporting business requirements, data models, calculation rules, and metadata • Inform technical architect and project manager of any issues that may affect other areas of the project • Complete all appropriate documentation required by vendors, deployment team, and operation support team that will maintain the Application
• UNISYS
Position: Application Systems Analyst I
Supervisor: Applications Program Manager
Summary:
The Application Analyst I is primarily responsible for providing subject matter expertise to support, manage, and enhance the applications in their designated areas. This role is seen as an entry level role in terms of experience and depth of domain expertise but is capable of working under the direction of leadership in the support of critical applications in their domain area. These areas might include areas such as Web, Digital, and Utility Billing as examples.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent. • Domain area expertise including applications and infrastructure • 3 to 5 years' experience working as an application analyst • Microsoft Office
• Knowledge of commonly used concepts, practices, and procedures within the domain area • Understanding of client server technologies and relational database concepts • Knowledge of SDLC methodology.
Responsibilities:
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Typically works under the direction of senior application analysts (II or Ill) Act as a technical expert in relation to their domain area. Respond to Customer Service Requests as required.
Receive Service Requests relating to fixes, fails, and proposed system changes. Perform initial troubleshooting and support identification of root cause of Incidents. Escalate Incidents as appropriate or to other third party vendor as required. Follow through on processing Incidents and drive resolution. Produce timely Incident reports documenting system downtime.
Receive report requests, analyze business requirements, obtain new report authorization, provide data analysis, and develop and publish reports for End User operations.
Provide data analysis for ad hoc report requests .
Troubleshoot problems with scheduled application processes (data extract, scripts, load programs etc).
Provide spot checking for data quality and integrity. Report potential issues to Business Analysts or Departments as necessary for further investigation.
Follow change control procedures .
Develop and maintain technical and operational procedure and work instruction documentation .
Act as a liaison between the Customer and other third party vendors. Create and track Service Requests from inception to completion. Create and track enhancement requests from inception to completion, create test cases for enhancements, and coordinate and conduct user acceptance testing.
Consult on data processing and data structures to support ongoing operations and enhancements for their domain area
Coordinate with other service towers to ensure application technical requirements are met.
Coordinate the implementation of application suite enhancements with the Customer business units and third party vendors.
• UNISYS
Position:
Supervisor:
Summary:
Application Systems Analyst II
Applications Program Manager
The Application Analyst 11 is primarily responsible for providing subject matter expertise to support, manage, and enhance the applications in their designated areas. These area might include UMIS, Web/Digital, Public Safety (Police) and FHRMS.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent. • Domain area expertise including applications and infrastructure • 4 to 6 years' experience working as an application analyst • Microsoft Office
• Knowledge of commonly used concepts, practices, and procedures within the domain area • Understanding of client server technologies and relational database concepts • Advanced knowledge of SDLC methodology.
Responsibilities:
• Able to work independently with some direction from Applications Program Manager • Able to effectively understand department strategies and translate those into road maps that drive business outcomes
• Act as a technical expert in relation to their domain area. Respond to Customer Service Requests as required.
• Receive Service Requests relating to fixes, fails, and proposed system changes. Perform initial troubleshooting and support identification of root cause of Incidents. Escalate Incidents as appropriate or to other third party vendor as required. Follow through on processing Incidents and drive resolution. Produce timely Incident reports documenting system downtime. • Receive report requests, analyze business requirements, obtain new report authorization, provide data analysis, and develop and publish reports for End User operations. • Provide data analysis for ad hoc report requests.
• Troubleshoot problems with scheduled application processes (data extract, scripts, load programs etc).
• Provide spot checking for data quality and integrity. Report potential issues to Business Analysts or Departments as necessary for further investigation.
• Follow change control procedures.
• Develop and maintain technical and operational procedure and work instruction documentation. • Act as a liaison between the Customer and other third party vendors. Create and track Service Requests from inception to completion. Create and track enhancement requests from inception to completion, create test cases for enhancements, and coordinate and conduct user acceptance testing.
• Consult on data processing and data structures to support ongoing operations and enhancements for their domain area
• Coordinate the implementation of application suite enhancements and upgrades with the Customer business units and third party vendors.
• Coordinate with other service towers to ensure application technical requirements are met. • Participate in defining applications architecture requirements and future roadmaps. • UNISYS
Position:
Supervisor:
Summary:
Application Systems Analyst Ill
Applications Program Manager
The Application Analyst Ill is primarily responsible for providing subject matter expertise to support, manage, and enhance the applications in their designated areas. These area might include UMIS, Public Safety (Police) and FHRMS.
Qualifications:
• Bachelor's degree or higher in CS, CIS, MIS or equivalent. • Domain area expertise including applications and i.nfrastructure • 6 to 8 years' experience working as an application analyst • Microsoft Office
• Knowledge of commonly used concepts, practices·, and procedures within the domain area • Understanding of client server technologies and relational database concepts • Advanced knowledge of SDLC methodology.
• Project Management
Responsibilities:
• Works independently with minimal day-to-day direction from the Applications Program Manager • Able to effectively work with department leadership to develop strategies and translate those into application roadmaps that drive business outcomes
• Receive Service Requests relating to fixes, fails, and proposed system changes. Perform initial troubleshooting and support identification of root cause of Incidents. Escalate Incidents as appropriate or to other third party vendor as required. Follow through on processing Incidents and drive resolution. Produce timely Incident reports documenting system downtime. • Receive report requests, analyze business requirements, obtain new report authorization, provide data analysis, and develop and publish reports for End User operations. • Provide data analysis for ad hoc report requests.
• Troubleshot problems with daily data extract, transform, and load programs. • Provide spot checking for data quality and integrity. Report potential issues to Business Analysts or Departments as necessary for further investigation.
• Follow change control procedures.
• Develop and maintain technical and operational procedure and work instruction documentation. • Act as a liaison between the Customer and other third party vendors. Create and track Service Requests from inception to completion. Create and track enhancement requests from inception to completion, create test cases for enhancements, and coordinate and conduct user acceptance testing.
• Consult on data processing and data structures to support ongoing operations and enhancements for their domain area
• Coordinate the implementation of application suite enhancements and upgrades with the Customer business units and third party vendors.
• Coordinate with other service towers to ensure application technical requirements are. met. • Defining applications architecture requirements and future roadmaps. • UNISYS
Position:
Supervisor:
Summary: ,
Database Administrator
Applications Program Manager
The Database Administrator is responsible for providing database administration for MS SQL, and Oracle databases associated with FHRMS, UMIS and other in-scope applications.
Qualifications:
• Bachelor degree or higher in CS, CIS, MIS, or equivalent • PeopleSoft experience and participated in PeopleSoft 9 projects in the technical/infrastructure area • Five (5) years of professional database management experience across a combination of lnformix, Oracle and SQL
• Relevant certifications for the skills/application/service area/domain • Experience with Microsoft Office
Responsibilities:
• Performs data modeling, logical and physical database design based on a thorough knowledge of modeling techniques, the modeling tools available on the project, and the business functions of the subject system.
• Database administration, including tasks such as: loading data, managing data security and user access, performance monitoring and tuning, and all aspects of data integrity, backup, recovery, user and developer support.
• PeopleSoft Administration including such tasks as applying maintenance packs, upgrades, application configuration.
• Plans, executes, and maintains database capacity, backup and recovery, and disaster recovery plans.
• Exhibits familiarity with all phases of database programming (e.g., assists programmers to troubleshoot and tune programs for the most efficient database usage). • Possesses thorough knowledge of the subject DBMS, DML (SQL), DDL, utilities, services, troubleshooting, architecture, syntax, etc.
• Displays expertise with host operating and networking environments to completely provide all required functions and services, including estimating and monitoring of all required hardware, coding and execution of administration jobs, in addition to monitoring and archiving backup files. • Maintains the link between the ISP and the web server. • Oversees website performance and functionality.
• Involved in maintaining the connectivity between the internet and the company's LAN/WAN, email/intranet/internet operations, firewall and overall security, as defined. • Implements projei;;ts with various business units, functional areas and/or vendors. • UNISYS
Position: Sr. Network and Security Engineer
Supervisor: Infrastructure Program Manager
Summary:
The Sr. Network and Security Engineer Provides mostly tier 2 (and sometimes tier 3) support within the networking environment for the City.
Qualifications:
• Bachelor degree or higher in CS, CIS, MIS, or equivalent. • 6 to 8 years' experience in computer system basics and/or related areas of expertise. • Knowledge and skills may be obtained from a 2-4 year professional computer/IT degree, technical training plus direct related experience.
• Strong experience in MS environment, Cisco technologies, VM ware, MS virtual technologies. servers, storage, network and VOiP technologies
• Advanced knowledge in evaluating vendor products and make recommendations to purchase hardware and software. .
• Knowledge of setting up administrator and service accounts • Knowledgeable in network security procedures, best pra~tices, and implementation. • Has achieved industry standard certifications: Security+, CCNP, CCNA, Network+, MCSA.
Skills:
• Enterprise Compute Services hands-on operations experience • Ability to troubleshoot software issue and customer applications as required. • Proficient documentation skills are required.
Responsibilities:
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Successful provisioning as well as supervision, installation/configuration, operation, and maintenance of systems hardware, software, and related infrastructure. Installation of new systems, rebuilding existing systems, configuration of hardware, peripherals, services, settings, directories, storage, etc. in accordance with customer standards.
Configuration management of Local Area Networks (LANs), Wide Area Networks (WANs), network segments, and Internet and Intranet systems to ensure operability. Installation and maintenance, network hardware and software, analyze problems, and monitor networks to ensure their availability to users
Maintains, monitors and troubleshoots within the roles of Incident Management (Return-to-Service) and/or Problem Management (Reason for Outage).
Evaluates a system's performance and identifies user needs based on approved software per customer specifications.
Supports acquisition of hardware and software as well as subcontractor services as needed .
Works with team to determine methods and procedures on new assignments and may assist with system design efforts.
Contributes to the preparation and presentation of technical trade-offs and/or results to managers, customers and peers.
Works closely with network operations, systems and other groups on business projects, assignments, problems, etc.
Ensures proper documentation for the corporate knowledgebase, including design, procedural and lessons learned. This also includes maintaining and updating existing documentation.
Monitors the Network and System Enterprise with provided tools to ensure the health of the critical client solutions.
Maintains on-call availability to respond to network issues and up-time; must be flexible and available with the scheduling.
Contributes to technical artifacts through team/program Share Point and/or communities of practice . • UNISYS
Position:
Supervisor:
Summary:
Junior Network Engineer
Infrastructure Program Manager
The Junior Network Engineer Provides mostly tier 2 (and sometimes tier 3) support within the networking environment for the City.
Qualifications:
• Bachelor degree in CS, CIS, MIS, or eqµivalent.
• 2 to 4 years' experience in computer system and network support and/or related areas of expertise. • Experience in MS environment, Cisco technologies, VM ware, MS virtual technologies. servers, storage, network, and VOiP technologies
• Knowledge in evaluating vendor products and make recommendations to purchase hardware and software.
• Knowledge of setting up administrator and service accounts • Have some knowledge in network security procedures, best practices, and implementation • Has achieved industry standard in at least one of the following certifications: CCNP, CCNA, Network+, MCSA
Skills:
• Ability to troubleshoot software issue and customer applications as required • Proficient documentation skills are required.
• Enterprise Compute Services hands-on operations experience.
Responsibilities:
• Provides mostly tier 2 (and sometimes tier 3) support within the networking environment. • Successful provisioning as well as supervision, installation/configuration, operation, and maintenance of systems hardware, software, and related infrastructure. Installation of new systems, rebuilding existing systems, configuration of hardware, peripherals, services, settings, directories, storage, etc. in accordance with customer standards.
• Configuration management of Local Area Networks (LANs), Wide Area Networks (WANs}, network segments, and Internet and Intranet systems to ensure operability. Installation and maintenance, network hardware and software, analyze problems, and monitor networks to ensure their availability to users
• Maintains, monitors and troubleshoots within the roles of Incident Management (Return-to-Service) and/or Problem Management (Reason for Outage).
• Evaluates a system's performance and identifies user needs based on approved software per customer specifications.
• Works with team to determine methods and procedures on new assignments and may assist with system design efforts.
• Contributes to the preparation and presentation of technical trade-offs and/or results to managers, customers and peers.
• Works closely with network operations, systems and other groups on business projects, assignments, problems, etc. •
• Ensures proper documentation for the corporate knowledgebase, including design, procedural and lessons learned. This also includes maintaining and updating existing documentation. • Monitors the Network and System Enterprise with provided tools to ensure the health of the critical client solutions.
• Maintains on-call availability to respond to network issues and up-time; must be flexible and available with the scheduling.
• Contributes to technical artifacts through team/program SharePoint and/or communities of practice. • UNISYS
Position: EUS Engineer
Supervisor: End-User Services Manager
Summary:
The EUS/Windows Engineer has responsibility for operational, troubleshooting and engineering support of SCCM deployments, MDT, Application Testing and Troubleshooting, Image Creation and have an understanding of the software packaging process.
Qualifications:
• Bachelor degree or higher in CS, CIS, MIS, or equivalent. • 5 years minimum IT experience
• 3 years minimum experience in an enterprise server environment with both administration and problem resolution of Microsoft Windows Server 2012 required. • 3 years minimum working with VMWare products. Experience supporting a large VMware environment
• Knowledge of ITIL processes and experience adhering to them in a production environment • Strong experience in MS technologies, SCCM, Desktop Engineering and Management, Desktop virtualization, VDI, Application virtualization, Imaging and packaging. • Working knowledge of SCCM 2012 and the Microsoft Deployment Toolkit (MDT) • Windows desktop support experience with at least Windows 7 support experience. Preferably Windows 8.1. Windows 10 is an added bonus to assist with the Windows 10 migration project • Support in a Municipality a plus.
Skills:
• Professional attitude, appearance and communication skills required • Ability to be part of a team and follow instructions accurately and effectively • Project delivery experience
Responsibilities
• Understanding of creation and troubleshooting GPOs
• Application Testing and Troubleshooting
• Image Creation, Software Deployments, and understanding of software packaging • Adherence to change and incident management processes. Work the incident queue to resolve L2 tickets. Submit RFCs for all changes made in the environment, following documented procedures • Be an escalation point for the Desktop management and End User Services teams. Work closely with them to develop solutions
• UNISYS
Position: EUS/Windows Engineer
Supervisor: End-User Services Manager
Summary:
The EUS/Windows Engineer has responsibility for operational, troubleshooting and engineering support of SCCM deployments, MDT, Application Testing and Troubleshooting, Image Creation and have an understanding of the software packaging process.
The Engineer will also need an understanding of Windows server and be able to perform limited Windows server support, provision virtual servers, implement group memberships and file system security.
Qualifications:
• Bachelor degree or higher in CS, CIS, MIS, or equivalent. • 5 years minimum IT experience
• 3 years minimum experience in an enterprise server environment with both administration and problem resolution of Microsoft Windows Server 2012 required. • 3 years minimum working with VMWare products. Experience supporting a large VMware environment
• Knowledge of ITIL processes and experience adhering to them in a production environment • Working knowledge of VMWare 5.5 with the ability to provision and decommission virtual machines • Windows Server 2008/2012 Active Directory management including group memberships and file system security
• Server hardware and rack / stack experience
• Support in a Municipality a plus.
• Strong experience in MS technologies, SCCM, Desktop Engineering and Management, Desktop virtualization, VOi, Application virtualization, Imaging and packaging. • System Center Endpoint Protection experience (SCEP)
• Working knowledge of SCCM 2012 and the Microsoft Deployment Toolkit (MDT) • Support in a Municipality a plus.
Skills:
• Professional attitude, appearance and communication skills required • Ability to be part of a team and follow instructions accurately and effectively • Good verbal and written communications as the engineer will need to interface with the W indows management and the PMO to report status
• Windows desktop support experience with at least Windows 7 support experience. Preferably Windows 8.1 . Windows 10 is an added bonus to assist with the Windows 10 migration project • Project delivery experience
Responsibilities
• Understanding of creation and troubleshooting GPOs
• Application Testing and Troubleshooting
• Image Creation, Software Deployments, and understanding of software packaging • Adherence to change and incident management processes. Work the incident queue to resolve L2 tickets. Submit RFCs for all changes made in the environment, following documented procedures • Be an escalation point for the Desktop management and End User Services teams. Work closely with them to develop solutions
• Provide hands-on support and engineering work in the Windows 2008/2012 server environment • Perform monthly review of disk utilization and clean up or extend disks that are getting close to the 10% threshold
• Work on project requests and ensuring the Windows management team is kept informed of all project requests that are received
• Establishing automated corrective action for server problems where possible • UNISYS
Position:
Supervisor:
Summary:
Project Manager II & PMO Support
Contract Executive
This role provides active project management for key projects in the End-User Services Tower and the Infrastructure Tower (Data Center and Network). The role also provides overall assistance to the Contract Executive to ensure project management methodologies are in place and adhered to across the enterprise.
Qualifications:
• BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience
• 3 to 5 years of progressive experience managing average-scale initiatives in an engineering or technology environment; 4 to 6 years of Technology Project Management experience • Advanced knowledge in the assigned business area discipline such as engineering or information technology
• Project Management Professional (PMP) certification preferred • Advanced proficiency in atJtomated Project Management Tools such as Microsoft Project, including financial and schedule reporting
• Advanced analytical, organizational, Project Management, interpersonal and communication skills (verbal and written)
• Customer and relationship focused, process-driven, metric-focused, results-oriented, organized, selfdirected • Ability to multi-task and solve problems innovatively • Municipality project management experience considered a plus Responsibilities:
• Prepare Project definition, scope documents with guidance from management • Manage all Project work plans, update schedules and report progress against plan • Prepare budget estimates with guidance from management and track ongoing Project expenses • Prepare communications to senior management through guidance from senior Project Manager or development management
• Research Project Management Tools or other topics in support of current and future efforts • Adhere to and Support internal City Project Management standards and processes • Function as focal point for Project information, secured and with confidential access • Brainstorm and define the structure for detailed Project plans • Ensure on-time execution and delivery of large Projects according to Project plan and budget • Manage costs, budget, schedule, quality, risk, change control and effective communication of status • Plan and prioritize work to align resources towards the most important business/client objective • Receive assignments in the form of mid to long-range goals and objectives, define methods and make recommendations to meet objectives and deliver results • Interface effectively with various IT and Department resources • Ensure on-time execution and delivery of large Projects according to Project plan and budget • Adhere to, Support, and contribute to development or enhancement of internal City Project Management standards and processes
• UNISYS
Position: Project Manager II End-User Services and Infrastructure Supervisor: Contract Executive
Summary:
This role provides active project management for key projects in the End-User Services Tower and the Infrastructure Tower (Data Center and Network).
Qualifications:
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BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience
3-5 years of progressive experience managing average-scale initiatives in an engineering or technology environment; 4-6 years of Technology Project Management experience Advanced knowledge in the assigned business area discipline such as engineering or information technology
Project Management Professional (PMP) certification preferred Advanced proficiency in automated Project Management Tools such as Microsoft Project, including financial and schedule reporting
Advanced analytical, organizational, Project Management, ·interpersonal and communication skills (verbal and written)
Customer relationship focused, process driven, metric focused, results oriented, organized, selfdirected Ability to multi-task and solve problems innovatively
Municipality project management experience considered a plus Responsibilities:
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Prepare Project definition, scope documents with guidance from management Manage all Project work plans, update schedules and report progress against plan Prepare budget estimates with guidance from management and track ongoing Project expenses Prepare communications to senior management through guidance from senior Project Manager or development management
Research Project Management Tools or other topics in support of current and future efforts Adhere to and Support internal City Project Management standards and processes Brainstorm and define the structure for detailed Project plans Ensure on-time execution and delivery of large Projects according to Project plan and budget Manage costs, budget, schedule, quality; risk, change control and effective communication of status Plan and prioritize work to align resources towards the most important business/client objective Receive assignments in the form of mid to long-range goals and objectives, define methods and make recommendations to meet objectives and deliver results Interface effectively with various IT and Department resources Ensure on-time execution and delivery of large Projects according to Project plan and budget Adhere to, Support, and contribute to development or enhancement of internal City Project Management standards and processes
• UNISYS
Position: Project Manager Ill Applications
Supervisor: Contract Executive
Summary:
This role provides active project management for key projects primarily in the Applications Tower along with critical projects jn the End-User Services and Infrastructure Tower (Data Center and Network).
Qualifications:
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BN BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience
3-5 years of progressive experience managing average-scale initiatives in an application development environment; >8 years of Application Development Project Management experience Advanced knowledge in the assigned business area discipline such as engineering or information technology
Project Management Professional (PMP) certification strongly desired Proactively drive the full end-to-end Software development lifecycle from inception through postproduction Expert proficiency in automated Project Management Tools such as Microsoft Project, including financial and schedule reporting
Advanced analytical, organizational, Project Management, interpersonal and communication skills (verbal and written)
Customer relationship focused, process driven, metric focused, results oriented, organized, selfdirected Ability to multi-task and solve problems innovatively
Ensure on-time execution and delivery of large Projects according to Project plan and budget Municipality project management experience considered a plus Responsibilities:
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Prepare Project definition, scope documents with guidance from management Manage all Project work plans, update schedules and report progress against plan Prepare budget estimates with guidance from management and track ongoing Project expenses Prepare communications to senior management through guidance from senior Project Manager or development management
Research Project Management Tools or other topics in support of current and future efforts Adhere to, Support, and contribute to development or enhancement of internal City Project Management standards and processes
Brainstorm and define the structure for detailed Project plans Ensure on-time execution and delivery of large Projects according to Project plan and budget Manage costs, budget, schedule, quality, risk, change control and effective communication of status Plan and prioritize work to align resources towards the most important business/client objective Receive assignments in the form of mid to long-range goals and objectives, define methods and make recommendations to meet objectives and deliver results Interface effectively with various IT and Department resources Adhere to, Support, and contribute to development or enhancement of internal City Project Management standards and processes
SCHEDULE 5, EXHIBIT 1
PRICING
to the
MASTER SERVICES AGREEMENT
BY AND BETWEEN
THE CITY OF SANTA CLARA
and
UNISYS CORPORATION
CONFIDENTIAL
SCHEDULE 6
BENCHMARKING
TO
MASTER SERVICES AGREEMENT
BY AND BETWEEN
CITY OF SANTA CLARA
AND
SERVICE PROVIDER
Table of Contents
1.0 Definitions ....................................................................................................................... 1
2.0 Appointment of Bench marker ............................................................................................ 2
3.0 Scope of Benchmark ...................................... , .... .............. ............ ................................... 2
4.0 Timing and Frequency of Benchmark ................................................................................. 2
5.0 Benchmarking Methodology ........................................................................................................... 2
6.0 Cooperation with Bench marker .......................................................................................... 2
7.0 Costs of Benchmark ...................................... ................................................................... 3
8.0 Benchmark Process ......................................................................................................... 3
9.0 Remedies ........................................................................................................................ 4 This is Schedule 6 (Benchmarking) to the Master Services Agreement between Customer and Service Provider. Unless otherwise expressly defined herein, capitalized terms used herein shall have the meanings assigned to them in the Master Services Agreement.
Schedule 6 sets forth the roles and responsibilities of the Parties in connection with the benchmarking of Service Provider's Services and Fees.
1. Definitions
a. "Adjustment Date" is defined in Section 8(b) herein. b. "Benchmark" means an analytical study to compare the cost and quality of specific processes with respect to services received by a customer with those of selected Comparators.
c. "Benchmark Commencement Date" is defined in Section 8(a) herein. d. "Benchmarked Service" means the Services that Customer elects to include in the Benchmark Process. The scope of Benchmarked Services shall be determined by Customer, and may include any subset of the Services (including any Service Tower or a more granular subset of Services), and may also be limited geographically to a global level, regional or local level based on where such Services are performed and/or delivered.
e. "Benchmarker" means the independent third party appointed by Customer, pursuant to Section 2, to conduct the Benchmark Process.
f. "Benchmark Notice Date" is defined in Section 8(a) herein. g. "Benchmark Process" means the objective measurement and comparison process and methodology used by the Benchmarker to conduct the Benchmark. h. "Benchmark Report" means the Benchmarker's written report of the results of the Benchmark Process, including any appropriate supporting documentation. i. "Comparators" means the other outsourced organizations (including, without limitation, private companies, public entities, NGOs and not for profit entities that may be customers of Vendor or other third party outsourcing service providers) receiving services from third party service providers similar to the Service Provider, that are similar to the Services under the Agreement, and which are used as comparison points for the purposes of the Benchmark.