Emergency Maintenance such as security patch installation under certain circumstances. The BIDDER shall provide MassDOT with notice of emergency maintenance in accordance with the Change Management as defined. BIDDER Change Management Business Impact MassDOT notification Examples Planned Standard Minor or repetitive changes considered part of the normal operation with no effect on MassDOT’ s business None Password Reset Minor Small changes that have a documented and proven implementation process with little impact to the MassDOT’ s business BIDDER shall provide 48 hours advance notification. Installing patch on application server Moderate Changes that have a broad business impact or may affect multiple applications BIDDER shall provide five working day advance notice Major Changes that have a significant impact to MassDOT business or may affect multiple applications across multiple departments BIDDER shall provide ten working day advance notice Unplanned Critical Changes that must be performed in order to correct a faulty Maximo service having some impact on MassDOT’s business. Impact to business does not warrant immediate correction. BIDDER shall advise MassDOT as soon as possible after knowing such a change is required. Confirmed notification is preferred. Emergency Changes that must be performed in order to correct a faulty Maximo service having a major impact on MassDOT’ s business. Impact to business requires immediate resolution. BIDDER shall advise MassDOT after change implementation. Confirmed notification is preferred. Improvements Improvements either add or modify existing functionality. Improvements to the system are distinguishable from ongoing maintenance in that they are not intended to remedy system defects, and, if not completed, the system would continue to operate per the performance standards. Improvements to the system will be provided as part of this agreement. Any System Improvements will be executed under this agreement, through task orders, with a separate scope and budget established for each task order utilizing agreed to negotiated hourly rates. The total of all Task Orders executed shall not exceed hours)
Hosting Requirements # Service Comments BIDDER Response 1 BIDDER Data Center should be in operation for at least the last 5 Years. BIDDER shall provide documentation to substantiate this. BIDDER shall directly own and manage or have a long term lease of a data center facility for five (5) years or more. (Attach separate sheets, as needed) 2 BIDDER shall manage at least two data center facilities and provide documentation to substantiate this. Multiple independent distribution paths serving the IT equipment All IT equipment shall be and fully compatible with the topology of a site's architecture Concurrently maintainable site infrastructure guaranteeing 99.99% availability (Attach separate sheets, as needed) 3 BIDDER shall have Disaster Recovery capabilities to fail over to a second Data Center. (Attach separate sheets, as needed) 4 Data Center should be ISO 9000(process) & ISO 27000(security) Certified (Attach separate sheets, as needed) 5 Data Center shall be capable of providing Statement on Auditing Standards (SSAE 16) towards current PCI-DSS merchant compliance and certify such compliance per SLA requirements. (Attach separate sheets, as needed) 6 BIDDER shall have industry certified staff for Administration, Management and Monitoring of Intel Servers, Supported Windows Server, Microsoft SQL, and Red Hat Linux on premises or available 7/24/365 Please provide Organizational chart for management and technical staff and resumes of all personnel with the required certifications. (Attach separate sheets, as needed) 9 MassDOT reserves the right to carry out a capability assessment of the BIDDERs to verify any information submitted as part of the proposal; and MassDOT’ s decision shall be final in this regard. 10 The BIDDER shall submit all necessary documentary evidence to establish that the BIDDER meets the above qualifying requirements. (Attach separate sheets, as needed)
alert notifications Providing per server OS version reports on a monthly basis and on-demand Conversion of respondent managed physical images for use in respondent managed virtual environments Documentation of the Base Environment on commencement of the contract followed by monthly updates. 3 Administration and monitoring of systems and services: a. Monitor server health via automated tools. BIDDER staff shall react within 15 minutes to alert notifications and shall notify MassDOT of issues within 15 minutes. b. Document the base environment upon commencement of the contract, followed by monthly updates, e.g., OS version, patch levels, change management, physical configuration (memory, CPU, disk space), etc. (Attach separate sheets, as needed) This includes High Availability failover for critical server instances. BIDDER shall provide SLA documentation and penalties for failure to notify. 4 BIDDER shall have a customer interface to manage virtual machines and storage. MassDOT will be permitted to allow DB access for database and application support and maintenance. 5 The selected facility shall use high availability capability for VMs (or approved equal) (Attach separate sheets, as needed) 6 Does BIDDER have procedures and software/hardware available to back up all systems once per day and weekly? What products do you use to back systems up? (Attach separate sheets, as needed) 7 Does BIDDER have high sustained I/O capability storage? Please provide detail on storage specifications (e.g... Tier I and Tier II.) (Attach separate sheets, as needed) 8 The Utility Software shall include amongst many others, the packages (Attach separate sheets, as needed)
C – Attachment A – Consultant Authorized Signatory Listing Form Attachment B – Business Reference Form Attachment C – Executive Order 504 Attachment D – SOW template Attachment E – Supplier Diversity Program Plan Form Attachment F – Additional Environmentally Preferable Products / Practices Attachment G – Prompt Pay Discount Form Attachment H – MassDOT's Standard Contract Form Attachment I – MassDOT Terms and Conditions Attachment J – Request for Taxpayer ID and Cert (Mass. Substitute W-9 form)