11-Software Questionnaire.pdf

Additional technical questions to include in On-premises & SaaS solicitations as applicable

A. Service Level Agreement / Support Maintenance.

1. [SaaS] Provide proposed Service Level Agreements including Uptime (scheduled and/or unscheduled downtime) and other service metrics (user response times, percent delivered within 30 seconds), and compensations for missed performance benchmarks.

2. [On-Premise/SaaS] Provide Support Options and all terms of support, including support hours and methods of contacting support.

3. [On-Premise/SaaS] Provide the communication plan for communicating system upgrades, and all other maintenances and service interruptions.

4. [On-Premise/SaaS] Describe the methodology for testing and certifying upgrades and patches to ensure that they work properly. Describe the mechanism of versioning roll back in case of issues.

5. [On-Premise/SaaS] Describe the process of applying upgrades and patches including, if there are client/user responsibilities, and a responsibility matrix for the tasks involved.

6. [On-Premise/SaaS] Provide a brief history of product upgrades and interim patches/fixes released in the last 18 months.

7. [On-Premise/SaaS] Identify the most current stable release and patch level, certified for support, for all software and firmware, and acknowledge that all software and firmware will be installed to those levels.

B. Ownership / Recovery

1. [SaaS] Acknowledge the following: County retains all rights to its data and materials. Use of the Contractor’s system confers no ownership rights to the Contractor and County Materials and Data may be used by the Contractor only as necessary to provide contracted services.

2. [On-Premise/SaaS] Discuss how the solution meets statutory requirements for data ((ex. PII, HIPAA, CJIS, Gramm-Leach-Bliley Act, FIPS 199…).

3. [SaaS] Discuss access to the County’s data via ODBC or alternative method, and any limitations to that access.

4. [On-Premise/SaaS] Describe the support provided for performing legal discovery on the system.

5. [SaaS] Describe the method(s) of turning over County data, and providing a reader for that data, upon termination of services.

C. Administration

1. [On-Premise/SaaS] Describe the use of Permission Levels, Roles or other mechanisms to manage authorities to create read, update, and delete data.

2. [On-Premise/SaaS] Describe the system’s use of Active Directory Groups and Group Policies.

3. [On-Premise/SaaS] Describe authentication mechanisms available.

4. [On-Premise/SaaS] Describe the ability of users to maintain their own profile.

5. [On-Premise/SaaS] Describe any interfaces or integrations with Directory Services.

D. Security

1. [SaaS] Describe the classification of the proposed Cloud solution. Is the solution SaaS, PaaS, IaaS or a combination of the classification types? Is the solution hosted, owned and operated, by CSP or is the solution a partnership of several CSPs including infrastructure partners?

2. [SaaS] Describe the security measures in-place, and available, to protect the system and its data.

3. [SaaS] Submit details on hosted or cloud service provider’s data center and information security compliance.

4. [SaaS] Identify any encryption algorithms used.

5. [SaaS] Describe the policies that apply to, and notification measures to be used in the event of a security breach.

E. Compatibility & Requirements

1. [On-Premise/SaaS] Acknowledge review of County’s Technology Standards and provide narrative as to the compatibility of the elements listed that is applicable to the proposed solution.

Desktop hardware Windows operating system Web Browsers Compatibility with collaboration and web publishing tools SSL Encryption ESRI GIS mapping functionality Android and IOS mobile operating systems

2. [On-Premise/SaaS] Does your proposed solution have specific network requirements for characteristics such as bandwidth, Protocols, TCP Ports, Latency, Packet loss, Jitter or other network characteristics? Identify and discuss those requirements.

3. [On-Premise/SaaS] The County has many software in use. The proposal should not compromise existing software. Discuss any known incompatibilities with other software.

4. [On-Premise/SaaS] Describe any dependencies with 3rd party software/services, e.g., Java, .NET, Crystal Reports, MySQL, including the supported version(s) of the software and whether the proposal includes the software, its licensing and its installation.

5. [On-Premise/SaaS] Identify and discuss any known hardware compatibility issues and requirements.

6. [On-Premise/SaaS] Describe the use and requirements of all County resources that are expected to be used in the proposal, e.g., DHCP services, DNS services, SMTP services, electrical power, uninterruptible power supplies, video conferencing, data center rack space, word processing software, cooling capacity, training facilities.

F. Business Continuity and Disaster Recovery

1. [SaaS] Submit information on Cloud Service Provider and physical infrastructure including locations and internet connectivity.

2. [SaaS] Submit Business Continuity and Disaster Recovery plans.

3. [SaaS] Submit descriptions of any Data Center(s) pertinent to the proposal including their Tier and salient characteristics.

4. [SaaS] Describe the backup plan for the proposal.

5. [SaaS] Describe the Who, What, When, Where, Why and How of the software escrow.

6. [SaaS] Describe the Who, What, When, Where, Why and How of recovering the County’s data should the successful Contractor cease operations.

G. System Monitoring and Alerting

1. [On-Premise/SaaS] Describe the system's capabilities that support system monitoring and alerting in Netreo Omnicenter system or another monitoring and management system.

H. Hardware and Software

1. [On-Premise/SaaS] Submit a complete itemized schedule of all hardware contained in the proposal.

2. [On-Premise/SaaS] Submit a complete itemized schedule of all software contained in the proposal.

3. [On-Premise/SaaS] Should your solution require additional software, hardware, etc., Offerors to acknowledge that the County may separately procure the proposed hardware and software, other products or its equivalent specified by the Contractor, or substitute functionally equivalent hardware, software or other products for use in the proposed system. Confirm that such procurement or substitution shall have no effect on Contractor's warranty, support, or other obligations.