3._Exhibit_B_C5-CMCS-G1_SOW_Bus_Req_063026.docx

Bidder’s Name

INVITATION FOR BID

IFB C5-CMCS-G1-26

CALNET MANAGED CYBERSECURITY SERVICES

STATEMENT OF WORK

BUSINESS REQUIREMENTS

FOR GROUP #1 CATEGORIES 530 – 533

<Enter Bidder Name Here>

JUNE 30, 2026

Issued by:

STATE OF CALIFORNIA

California Department of Technology Office of Statewide Technology Procurement PO Box 1810 Rancho Cordova, CA 95741 Disclaimer: The original PDF version and any subsequent addenda to this IFB remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, exhibits, specifications, or provisions, which constitute the Contract, the official State version of the IFB in its entirety shall take precedence.

ADDENDUM LOG

TABLE OF CONTENTS

STATEMENT OF WORK BUSINESS REQUIREMENTS

FOR CATEGORIES 530 - 533

CMCS-G1.1 OVERVIEW

This Invitation for Bid (IFB) C5-CMCS-G1-26 provides the State’s solicitation for the Statement of Work (SOW) Business Requirements associated with the CALNET Managed Cybersecurity Services (CMCS) Group #1 SOW Technical Requirements described in:

Category 530 – Managed Multi-Factor Authentication (MFA) Service Category 531 – Managed Incident Response Retainer (IRR) Service Category 532 – Managed Anti-Phishing Security (MAPS) Service Category 533 – Managed Endpoint Detection & Response (EDR) Service The State’s electronic Vendor Application of Qualifications (eVAQ) is an external process to this solicitation and all questions related to the eVAQ should be addressed to the Office of Statewide Technology Procurement (OSTP) Procurement Officer.

The CALNET 5 CMCS Group #1 Contract(s) that result from the award of this IFB will be managed by the CALNET Program.

CMCS-G1.1.1 Contract Term The contract resulting from IFB C5-CMCS-G1-26 shall be effective upon CDT, OSTP signature approval. The Contract term is approximately three years, with two one-year options to extend, in accordance with the Part 1 – General Instructions, Section 1.4 Contract Term.

CMCS-G1.1.2 Bidder Response Requirements Throughout this IFB, Bidders are required to acknowledge acceptance of the Requirements described herein by responding to the following:

“The Bidder understands and shall meet or exceed the Requirements identified in Section CMCS-G1.X, Section Name? Choose an item.” (Choices include Yes or No) CMCS-G1.1.3 Designation of Requirements All SOW Business Requirements specified in this IFB are mandatory and must be responded to as identified in this IFB, Part 1 – General Instructions, SOW Business Requirements and SOW Technical Requirements by the Bidder. Additionally, some mandatory Requirements are “Mandatory-Scorable” and are designated as “(M-S)”.

Costs associated with these SOW Business Requirements shall be included in the prices provided by the Bidder for the individual items included in the Cost Worksheets. Items not listed in the Cost Worksheets will not be billable by the Contractor.

CMCS-G1.1.4 Pacific Time Zone Unless specified otherwise, all Requirements are stated in the Pacific Time Zone and the Contractor shall use the Pacific Time Zone.

The Bidder understands and shall meet or exceed the Requirements identified in Section CMCS-G1.1, Overview? Choose an item.

CMCS-G1.2 CALNET PROGRAM REQUIREMENTS

CMCS-G1.2.1 Contractor Responsibilities The Contractor shall:

Comply with the Requirements defined in this IFB and subsequent Service Requests, including the business support and SOW Technical Requirements detailed herein.

Comply with the terms and conditions of their respective Contract(s).

Ensure that Key Personnel, as defined in Section CMCS-G1.2.4, Staffing and Resource Requirements, are in place and resources are available for Contract Conversion and/or upon receipt of first Service Request for IFB Services, per the terms and conditions of the awarded Contract.

Accept full responsibility for all Contract Requirements. This responsibility includes the conduct of the Contractor, their Subcontractors and Affiliates, in complying with the terms and conditions of the Contract.

Unless otherwise specified in this IFB, all SOW Business Requirements shall be met and delivered by the Contractor regardless of whether the Subcontractors or Affiliates provide Services to the Customers. The Contractors shall provide all reports, tools, procedures and other Deliverables that incorporate all Subcontractor and Affiliate information and activities.

The Contractor, their Subcontractors and Affiliates shall provide consultative business assistance to the Customers in the planning, selection, application, and cost-effective use of Contract Services.

The Contractor shall comply with the State’s policies for Requirements in provisioning Telecommunications Services as defined in the State’s Telecommunications Management Manual (STMM), and CALNET 5 CMCS-G1 User Instructions.

All documents required to be submitted by the Contractor within the SOW Business Requirements shall be provided to the CALNET Program in an editable Microsoft (MS) Word 2013 (or higher) format unless stated otherwise in the SOW Business Requirements. Each submission shall include the specific Business Requirement Section number.

CMCS-G1.2.1.1 Marketing Requirements Neither the Contractor, Subcontractors, nor Affiliates will express or imply any association with CALNET through their marketing, nor shall they use the CALNET brand without prior written approval from the CALNET Management and Oversight (CMO), in accordance with the General Provisions – Telecommunications, Section 20.2, No Publicity.

The Contractor shall not present or sell services that are NOT available on the Contract in a manner that implies to the Customer the Service will be made contractually available.

The CMO reserves the right to request, review, and approve the Contractor’s CALNET marketing materials.

CMCS-G1.2.1.2 CALNET Authorization to Customer Proprietary Network Information The Contractor shall provide the CALNET Program all data, invoices, reports and access to trouble ticket data for Service(s) subscribed to under this Contract, pursuant to the provisions of this Contract. The CMO authorized users shall have access to Customer Proprietary Network Information (CPNI) for purposes of administering this Contract. The Contractor shall provide access only to CALNET Program staff as authorized by the CMO.

CMCS-G1.2.2 Contractor Program Manager Responsibilities The Contractor shall assign a Contractor Program Manager (CPM) that will be available to the CALNET Program throughout the Contract Term.

The CPM shall ensure compliance with the Contract Requirements. Responsibilities include, at a minimum:

1. Serve as the CALNET Program’s primary point of contact and ensure the Contractor is compliant with all terms and conditions of this IFB, including technical solutions, performs administrative functions, reporting, and Contract management functions to perform the obligations under the Contract.

Ensure the Contractor responds to the CALNET Program’s verbal requests and/or directions regarding Contract and program oversight issues.

Respond through written communication within five Business Days to the CMO’s written requests.

Act as a point of escalation for all Contract and program oversight issues for the CMO.

Attend scheduled CALNET 5 CMCS-G1 executive meetings and ad hoc meetings to address Contract compliance or Customer Service issues; the Contractor’s remote attendance shall be at the CMO’s discretion.

Ensure the Contractor provides the CMO with written notice of regulatory changes that impact the Provisioning of Contract Services and/or the administration of the Contract.

Ensure the Contractor staff are knowledgeable on Contract Services and the terms and conditions of the Contract.

Ensure Contract amendments receive the required corporate approvals.

Ensure State Customers are notified of any Services or Features ordered that contain Generative Artificial Intelligence (GenAI) and were previously unreported that contain GenAI in accordance with General Provisions – Telecommunications, Section 22, Generative Artificial Intelligence.

Ensure the CALNET Program is notified of any Services or Features that contain GenAI in accordance with General Provisions – Telecommunications, Section 22, Generative Artificial Intelligence.

Ensure the Contractor is responsive to Service failures and provides executive summaries for outage(s) to the CMO within five Business Days of the CMO request.

Ensure notifications for significant Service impacting events are disseminated in accordance with Section CMCS-G1.12.2, Contractor’s Significant Service Outage Notification.

Ensure the Contractor notifies the CMO within five Business Days of a change of status of the CPM.

Be the point of contact to ensure that the resources necessary to support all of the contractual Requirements in this IFB are available throughout the Contract Term.

CMCS-G1.2.2.1 CPM as Single Point of Contact If a Contractor is awarded more than one IFB Category, the Contractor may be required by the CMO to provide a Single Point of Contact (SPOC) for each of the Contractor’s awarded Contracts.

CMCS-G1.2.3 Contract Program Management Performance The purpose of General Provisions – Telecommunications, Section 20.8, Liquidated Damages, (including but not limited to performance deficiency charges) is to ensure the Contractor accountability and to improve performance of administrative, reporting, and Contract management functions when deficiencies are identified. Performance deficiency charges specified herein are distinct from any SLAs charge provided elsewhere in this Contract.

Beginning with the CMO and the CPM, the provisions of General Provisions, – Telecommunications, Section 20.8, Liquidated Damages, will be exercised in resolving performance deficiency issues using the following sequence of actions:

1. The CMO shall notify the CPM of performance deficiency occurrence(s) in writing.

1. The CMO and CPM shall meet prior to invoicing the Contractor, at the State’s discretion, to confer regarding the performance deficiency charges, the underlying failures or deficiencies in the Contractor’s performance, and alternative remedies and/or cures.

1. The CMO shall set a cure period, not to exceed 60 calendar days unless otherwise directed by the State.

1. If the Contractor continues to be noncompliant with the identified Contract performance deficiencies after the cure period set by the CMO, the California Department of Technology (CDT) may invoice the Contractor for the Deficiency Charges detailed in Table CMCS-G1.2.3.1 (Contract Program Management Performance Deficiencies and Charges).

1. The Contractor shall pay the invoice within 30 calendar days of receipt or notify the CMO within ten Business Days if it intends to dispute the invoice per General Provisions – Telecommunications, Section 17, Disputes.

1. The Contractor shall provide all assistance and support reasonably necessary for the administration of such performance deficiency charges, including, the provision of additional documentation regarding Contractor’s performance and payment of the deficiency charges.

1. The Contractor may not earn back, with subsequent performance or otherwise, the amounts of any performance deficiency charge(s) that become due to the CDT.

The CMO reserves the right to waive or diminish a deficiency charge globally or on a case-by-case basis per individual occurrence. The waiver or diminishment shall not reduce the applicability of the deficiency charges for future occurrences and shall not abridge the rights of the State.

CMCS-G1.2.3.1 Contract Program Management Performance Deficiencies and Charges Table CMCS-G1.2.3.1 Contract Program Management Performance Deficiencies and Charges below describes the deficiency and charges for Contractor’s performance. The table includes categories describing deficiencies in the performance of administrative, reporting, and relationship management functions.

Table CMCS-G1.2.3.1 – Contract Program Management Performance Deficiencies and Charges

CMCS-G1.2.4 Staffing and Resource Requirements The Contractor shall submit an organizational chart to the CMO within 30 calendar days following Contract Award. The organizational chart shall identify Key Personnel that will be assigned to the Contract including title, area of responsibility, Contract Category, contact information (email and phone number), and escalation chain/level (if applicable).

Up to date organizational charts will be provided upon request from the CMO throughout the Contract Term.

The organizational chart shall include Key Personnel that will work with the CMO to include, at a minimum:

1. Executive Officers; and,

1. Contractor Program Manager.

The Contractor shall ensure that resources are available to support the contractual Requirements noted in this IFB.

For the purpose of managing the Contract as described in Section CMCS-G1.2.1, Contractor Responsibilities, the Contractor(s) will act as the agent of the Contractor’s Subcontractors and Affiliates when dealing with the State.

The Contractor shall not engage in co-branding with Affiliates or other entities acquired after Contract execution until such Affiliates are added to the Contract via amendment.

The Bidder understands and shall meet or exceed the Requirements identified in Section CMCS-G1.2, CALNET Program Requirements? Choose an item.

CMCS-G1.3 PROVISIONING AND PLANNING

This section describes the support responsibilities of the Contractor for activities related to the Customer’s acquisition of CALNET Managed Cybersecurity Services as defined in this IFB. All Equipment must be new, unused, and supported by the Contractor at the time of purchase. The Contractor shall be responsible for the coordination and processing of all acquisitions for Services provided by the Subcontractors and Affiliates.

CMCS-G1.3.1 Provisioning and Planning General Requirements The Contractor shall:

1. Notify the CMO in writing within one Business Day of the Contractor’s receipt of the first complete Service Request for CALNET 5 CMCS-G1.

1. Provide technical and business resources to the CALNET Program and to the Customers for information on pricing, Features, and Feature interactions/restrictions. The Contractor’s staff shall be available by telephone to participate in meetings to answer questions about contracted Services. The Contractor shall ensure that the Contractor’s staff, including Subcontractors and affiliates, are trained on Contract Services and are knowledgeable on Contract terms and conditions.

1. Accept Executive Branch State Entity Service Requests in accordance with procurement Requirements as defined in this IFB and STMM.

1. Provide to the CALNET Program a toll-free telephone number for Provisioning and status inquiries Monday through Friday, 8:00 a.m. to 5:00 p.m. within 30 calendar days following Contract Award.

CMCS-G1.3.2 Planning The Contractor shall:

1. Perform planning coordination activities related to Service implementation.

1. Review End-User Requirements to recommend the appropriate Service and implementation plan for successful Service delivery.

1. Perform site surveys, when necessary, to ensure End-User’s location is capable of supporting the type of Service/Feature being considered.

CMCS-G1.3.3 Provisioning and Implementation The Contractor shall:

1. Verify the Customer’s authority to order Services by verifying the information contained in the CALNET data management system for each Service Request for:

17. State Customers - identified as a Chief Agency Telecommunications Representative (CATR) or an Agency Telecommunications Representative (ATR).

17. Non-State Customers - identified by a fully executed Authorization to Order (ATO).

1. Acknowledge Service Requests receipt to the Customer within one Business Day.

1. Process approved Service Requests (Form 20 and/or STD 65) and appropriate attachments (i.e. Scope of Work and/or list of CALNET 5 CMCS-G1 line items) within seven Business Days.

1. Provide the Customer with an order confirmation notification within five Business Days of receipt of a complete and accurate Service Request, unless otherwise specified in the SOW Technical Requirements. Order confirmation notification shall include all activities associated with the receipt, logging, task identification, Due Date confirmation, scheduling, and completion notification of Customer Service Requests.

1. Review Customer’s environment prior to implementation of Service to ensure the new Service is installed as mutually agreed upon between the Customer and the Contractor if required for Service(s) ordered, if applicable.

1. Coordinate the Service installation with the Customer contact. This includes scheduling, coordinating, and documenting meetings as appropriate.

1. Identify if the Customer’s Service Request qualifies as Managed Project Work (Section G1.14.1 Managed Project Work General Requirements,). If so, a Scope of Work shall be provided to the Customer within ten Business Days of receipt of Service Request in lieu of the order confirmation notification. The Contractor must include negotiated Due Dates for each individual service in the Scope of Work.

1. For each Service Request, the Contractor shall establish and present to the Customer in writing acceptance procedures or criteria in accordance with the Acceptance Test Period. The procedures or criteria shall be pertinent to the Services or Feature being installed and shall be provided to the Customer prior to the mutually agreed upon Installation Date.

1. Comply with Customer Acceptance as defined in Exhibit F, SOW Glossary.

1. After Customer Acceptance, begin invoicing for Services starting from the Installation Date.

1. Not charge to disconnect a CALNET Service.

1. Not charge for Services after the Customer Requested Disconnect Date. Charges for Services shall cease on the Customer Requested Disconnect Date. Notification of the disconnect date will be provided to the Contractor at least five Business Days in advance of the disconnect date.

28. If the Contractor does not disconnect a Service, including Features, by the Customer’s Requested Disconnect Date, the Contractor shall issue a credit for any charges invoiced to the Customer starting from the Customer Requested Disconnect Date.

CMCS-G1.3.4 End-of-Life Provisioning Requirements

1. No Equipment, as part of the proposed Service. may be proposed, specified, or initially deployed for a Customer if the manufacturer has announced that the Equipment has been manufacturer discontinued and that end of manufacturer support has occurred.

All manufacturer’s and Contractor’s announcements regarding future Equipment discontinuance, and end of the manufacturer’s or the Contractor’s support, shall be provided to the CMO within 30 calendar days of such announcements. The CMO may require that the same or equivalent announcements shall be provided to all affected Customers.

1. The Contractor may only propose, specify, or initially deploy Services or Equipment that does not meet the Requirements above if:

30. The Contractor has proposed in writing to the CMO the Contractor’s plan to provide adequate support; and,

30. The Contractor has proposed in writing to the CMO a plan that identifies processes and procedures that mitigate loss of Service in the event that the Services or Equipment does not function or is not supported as required. If the proposed replacement provides any diminishment of ordered Features or functionality, such diminishment and any applicable cost Adjustments or credits must be clearly stated in the plan.

In responding to a Contractor’s request, the CMO may require additional information. The determination of the adequacy of the Contractor’s request, and the approval, disapproval or other response to the request shall be at the CMO’s discretion. The Contractor shall not change any CALNET Services or Equipment until the CMO has provided written approval.

The CALNET Program has the option at any time to request from the Contractor supporting evidence of compliance with these end-of-life Provisioning Requirements.

CMCS-G1.3.5 Acceptance Testing Period In accordance with General Provisions – Telecommunications, Section 15.1.2,a, Acceptance, the Contractor must provide the Customer a 30-day acceptance period to test Deliverables, commencing on the Installation Date.

No payment will be due before Customer Acceptance and any notice of rejection by the Customer will be in accordance with General Provisions – Telecommunications, Section 15.1.2.b, Acceptance.

The Bidder understands and shall meet or exceed the Requirements identified in Section CMCS-G1.3, Provisioning and Planning? Choose an item.

CMCS-G1.4 DATA MANAGEMENT AND STANDARDIZATION

The purpose of this section is to standardize data throughout the CALNET 5 CMCS-G1 Contract and define the rules for referencing and reporting on the data. The Contractor shall utilize the State’s prescribed data standards as defined in this section. In defining the data criteria, the State seeks to establish a level of accuracy, consistency, reliability and completeness in CALNET 5 CMCS-G1 data.

CMCS-G1.4.1 Data Management and Standardization General Requirements The Contractor shall ensure data files include all Services and Features provided by the Contractor, Subcontractors, and affiliates under this Contract.

The Contractor shall only include contracted CALNET Services and Features on all reports.

The Contractor shall proactively correct and resubmit all inaccurate and/or incomplete reports or data files to the CALNET Program to ensure compliance with reporting Requirements within 30 calendar days of notification.

The Contractors who are awarded more than one CALNET 5 CMCS-G1 Category may be allowed to comingle their required report data upon approval by the CMO. Approval may be modified or rescinded by the CMO.

CMCS-G1.4.1.1 Customer Naming Conventions The Contractor shall use the most current version of the State maintained list of CALNET Customer Names and Customer Codes. The Customer Names and Customer Codes shall be used on all reports, or as directed by the CALNET Program.

CMCS-G1.4.1.2 Ad hoc Reports The Contractor shall provide complete and accurate ad hoc reports as requested by the CMO at no cost. The Contractor shall acknowledge receipt of ad hoc report request within two Business Days to determine the agreed upon time frame(s) and file format(s) for report submission.

CMCS-G1.4.1.3 Data Retention All CALNET data and reports shall be retained and maintained by the Contractor in a secure environment in accordance with NIST standards for the periods identified in the General Provisions – Telecommunications, Section 15.4, Examination and Audit.

CMCS-G1.4.2 CALNET Billing Activity Report (CBAR) The Contractor shall provide billing information for all CALNET Data Transport Services to the CALNET Program as a data file, herein defined as CALNET Billing Activity Report (CBAR).

CMCS-G1.4.2.1 CBAR General Requirements The Contractor shall provide the CBAR within 90 calendar days of receipt of the Contractor’s first Service Request related to this IFB, or prior to the Contractor’s commencement of any applicable Conversion Plan identified in Section CMCS-G1.11, Conversion, whichever occurs first.

The Contractor shall provide a monthly CBAR data file to the CALNET Program within 60 calendar days of the end of each reporting period, unless otherwise specified.

CMCS-G1.4.2.2 CBAR Data Exchange The Contractor shall be required to utilize a CALNET-managed web-based application to submit data as zipped text files. Instructions on using the web-based application will be provided after Contract Award.

CMCS-G1.4.2.3 CBAR Labeling Convention The Contractor shall use the following CBAR Labeling Convention

Format: Con_filenamemmyyyy Example: 01_CBAR012026 CMCS-G1.4.2.4 CBAR File Structure The Contractor's CBAR file shall meet the following requirements:

CBAR files shall be formatted with all data fields delimited by pipes (“|”) on both header and data records;

The first record shall be a required header record that labels the columns using the field order and data field names as detailed in Table CMCS-G1.4.2.5.b – CBAR Record Definition;

All records (including the header record) shall end with a <CR><LF>, except the trailing or last record;

Data records shall immediately follow the header record. The formatting of data records shall be defined within Table CMCS-G1.4.2.5.b –CBAR Record Definition;

Only digits, negative signs, and decimals shall be included for Currency and Quantity fields;

The CBAR shall only contain ASCII characters;

The CBAR shall not include quotation marks;

Data fields that are left blank shall contain a delimited placeholder;

Each charge shall be reported on a new record;

Back billing for Services or Features shall be reported as a separate data record for each Service Month; and, Partial months of Service with prorated charges shall be reported as a separate data record.

CMCS-G1.4.2.5 CBAR Record Definition The Contractor shall provide a monthly CBAR as a zipped .txt file with the data fields defined in Table CMCS-G1.4.2.5.b – CBAR Record Definition.

Fields are populated based on the Charge Type value, described in Table CMCS-G1.4.2.5.a – Charge Types.

Table CMCS-G1.4.2.5.a – Charge Types

Data Record Definition: The following data fields shall be included as columns in each data record in the order specified and must follow data field specifications as detailed below.

The Field Population column in Table CMCS-G1.4.2.5.b – CBAR Record Definition defines when the field is populated based on that record’s Charge Type.

Table CMCS-G1.4.2.5.b – CBAR Record Definition

MM/YYYY

<99999>

Must include leading zeros Example: 00028

Example: State

Example: Executive

The unique number assigned to the invoice

MM/DD/YYYY

Where <M> is the maximum number of digits (3) and <D> is the maximum number of digits to the right of the decimal point (2)

Examples: 501.00, 502.00

When Applicable for ADJ, SAAF, and SAAFADJ Charge Types

When Applicable for ADJ, SAAF, and SAAFADJ Charge Types

When Applicable for ADJ, SAAF, and SAAFADJ Charge Types

When Applicable for ADJ, SAAF, SAAFADJ Charge Types

Charge Types: NRC, MRC, PRC, ADJ, SAAF, SAAFADJ

Where <M> is the maximum number of digits (20) and <D> is the maximum number of digits to the right of the decimal point (4) and <D> varies 2 to 4 digits

Strip “$” Example: $15.95 converts to 15.95

Where <M> is the maximum number of digits (20) and <D> is the maximum number of digits to the right of the decimal point (4)

(Unrounded to 4 decimal places including trailing zeros)

Strip “$” Example: $15.95 convert to 15.9500

Not Populated for SAAF and SAAFADJ Charge Types

When Applicable for ADJ Charge Type

Not Populated for SAAF, and SAAFADJ Charge Types

Where <M> is the maximum number of digits (30) and <D> is the maximum number of digits to the right of the decimal point (2)

When Applicable for ADJ and SAAFADJ Charge Types

Not Populated for SAAF Charge Type

When Applicable for ADJ, SAAF and SAAFADJ Charge Types

When Applicable for ADJ Charge Type

CMCS-G1.4.2.6 State Associated Administrative Fee Charges SAAF charges shall be reported on the CBAR file as follows:

When the SAAF is a separate charge on the Invoice (per IFB C5-CMCS-G1-26 SOW Business Requirements, Section CMCS-G1.7, State Associated Administrative Fee and Section CMCS-G1.5, Invoicing), the Contractor shall present the SAAF on the CBAR file as SAAF data records, with each SAAF reported as a separate data record. SAAF shall be populated as follows for the fields listed below:

Charge Type: populate with either “SAAF” or “SAAFADJ” Charge Amount: populate with the SAAF from the invoice Product ID: populate with “SAAF” Product Name: populate with “State Associated Admin Fee” CMCS-G1.4.2.6.1 Service Level Agreement Adjustment To comply with IFB C5-CMCS-G1-26 SOW Technical Requirements, Sections 530.3.8, 531.3.8, 532.3.8, and 533.3.8 Technical Service Level Agreements and SOW Business Requirements, Section CMCS-G1.15 Service Level Agreements, the Contractor shall populate the CBAR as follows:

All SLA adjustments applied on the Invoice shall be included on the CBAR data file;

Each SLA adjustment shall be reported as a separate data record; and, The SLA adjustment shall be populated as follows for the fields listed below:

Charge Type: ADJ;

Charge Amount: populate with SLA credit amount;

Service ID: populate with the Service ID for the Service being credited;

Service Type: populate with the Service Type being credited;

Product ID: populate with the Product ID being credited; and, SLA Description: populate with the SLA Name as defined in IFB C5-CMCS-G1-26 SOW Technical Requirements and the trouble ticket number or Provisioning Service Request number of the SLA being credited.

The Bidder understands and shall meet or exceed the Requirements identified in Section CMCS-G1.4, Data Management and Standardization? Choose an item.

CMCS-G1.5 INVOICING

The Contractor’s invoices shall reference the CALNET Contract number(s) and provide a breakdown and explanation of all charges as specified throughout this section. Payments to the Contractor will only be issued for receipt of valid and approved invoices.

To ensure timely payment, the Contractor shall provide accurate monthly invoices to the Customers and provide a breakdown and explanation of all charges as specified throughout this Section.

The Contractor shall provide a unique Product Identifier for each Product Name to appear on the Customer’s invoices as identified in Catalog A. Any duplicate Product Identifiers appearing in the Bidder’s IFB response shall provide the same Service, Feature, and functionality at the same cost with the same limitations, including Monthly Recurring Charge (MRC), Non-Recurring Charge (NRC), and Change Charges.

Bundled Services are comprised of multiple components and the Contractor shall provide a unique Product Identifier for each bundled Service.

The Contractor shall integrate the Subcontractor’s and Affiliate’s billing data into the Contractor’s consolidated Invoicing application, creating one inclusive invoice to the Customer. With the coordination and consolidation of invoices, the Contractor, its Subcontractors and Affiliates will establish processes and procedures to avoid errors.

The Contractor shall:

Maintain a secure password protected web-based Invoicing application which delivers integrated monthly invoices to the Customers including Services provided by the Contractor, its Subcontractors and Affiliates, in accordance with NIST SP 800-63 Digital Identity Guidelines.

Allow the CALNET Program access to the Customer’s accounts with the ability to view and analyze Invoicing information through the web-based Invoicing application, including account history.

Provide within the Invoicing application the ability to download/export data into a MS Excel document accessible to the Customer upon bill release.

Bill all Features of a contracted Service onto one invoice, appearing under one Billing Telephone Number (BTN)/Service ID/Working Telephone Number (WTN) or Service Location within one Billing Account Number (BAN).

Generate monthly invoices to the Customers that are accurate and provide sufficient data for the Customers to validate and reconcile in a timely manner.

Distribute invoice(s) to authorized Customer within 15 Business Days of the end of the monthly billing cycle.

Utilize Customer Naming Conventions described in Section CMCS-G1.4.1.1, Customer Naming Conventions.

Initiate billing in accordance with Section CMCS-G1.3.3, Provisioning and Implementation.

Not bill for any portion of an unbundled Service until all components of the Service are fully functional as described in Section CMCS-G1.3.3, Provisioning and Implementation.

Ensure necessary invoice modifications occur no more than 30 calendar days following Contract amendment signature.

Post and identify Adjustments on invoices (i.e., credits, debits, SLAs) and provide applicable cross-referencing information (e.g., trouble ticket number) and/or Product Identifier.

Identify late payment charges on the invoice and upon request, provide proof that the late payment charge is valid.

Provide the URL for the Invoicing application to the CALNET Program.

Invoice in arrears. The State is only authorized to pay for Services that have been rendered as stated in State Contracting Manual (SCM), Volume 2, Advance Payments – 1901.2.

Flag or identify non-CALNET contracted charges on the Customer web-based and/or paper invoice and shall not apply SAAF to non-CALNET contracted charges.

Apply the Customer’s payments only to the invoice number specified on the Customer’s payment remittance slip. If payments are not applied correctly, the Contractor shall correct the error within 30 calendar days of the Customer’s written notification.

Include the Customer’s Service Request number on the invoice when a Service is first billed to the Customer in accordance with Section CMCS-G1.5.1.3, Required Invoice Content.

Initiate and provide a refund when there is a credit on a closed account. The Customers shall not be responsible for refund initiation and the refund is to be reflected on the BAN or as mutually agreed upon by both parties. Refund checks shall be issued to the Customer within 60 calendar days of the date of account closure. Refund checks shall be reflected in the Adjustments section of the invoice for tracking purposes. Refund checks will include the associated BTN/Service ID/WTN and the Customers’ Service Request number when applicable.

Not disconnect a Customer’s Service due to non-payment. The Contractor is responsible for working with the Customer for resolution. In the event that the Contractor cannot resolve the non-payment issue with the Customer, the Contractor shall proceed in accordance with General Provisions – Telecommunications, Section 17, Disputes.

CMCS-G1.5.1 Invoice Content Requirements Invoice content will vary depending on the type of Goods or Services. Invoices shall include data as defined below for a Customer to validate charges and for the invoice to pass an audit. The Contractor shall provide additional invoicing fields as requested by the CMO.

CMCS-G1.5.1.1 Content for Initial Invoice Page

1. Billing Account Number or equivalent;

Invoice Number;

Invoice Date;

Current Charges;

Previous Balance – the amount reflecting any unpaid charges from previous invoice(s) that has been carried forward;

Total Amount Due;

Payment(s);

Payment Due Date;

Adjustments; and, Toll-Free Support Line.

CMCS-G1.5.1.2 Content for Remittance Slip

1. Contractor Name;

Remittance Address;

CALNET Contract Number (and/or on the invoice, see CMCS-G1.5.1.1) Invoice Number;

Invoice Date;

Current Charges;

Total amount Due; and, Payment Due Date.

CMCS-G1.5.1.3 Required Invoice Content

1. BTN, Service ID, WTN or equivalent;

Product ID;

Product Name;

Quantity;

Billing Period – The billing cycle for which the MRC applies;

Charge – the MRC for each unique Product ID;

Usage Charge, if applicable;

Adjustments;

Itemized Taxes, Fees and Surcharges – provided at the BTN, WTN, (or equivalent) level;

Service Locations;

Service Request Number or equivalent (for new orders where NRCs do not apply); and, Installation Date/activation date (for new orders).

Additional information shall be provided by the Contractor as necessary for a Customer to validate charges. If an invoice includes acronyms, symbols or codes the Contractor shall include a legend within the invoice.

CMCS-G1.5.2 Invoice Delivery Methods The Contractor shall have the ability to provide invoicing with one of the following delivery methods identified below:

1. Web-based (Paperless) - secure password protected;

1. Email – Send to the Customer’s designated email address(es); or, Paper – double side print required.

The Contractor shall issue a remittance slip free of charge, via web-based, email, or paper, to accompany the Customer’s invoices for payment processing.

The Contractor may provide other means of electronic data at no additional cost to the State or the Customers, when mutually agreed upon.

CMCS-G1.5.2.1 Web-Based (Paperless) Invoicing Delivery Options The Contractor may offer Paperless Invoicing Delivery Options, which shall be accessed through a web-based application allowing the Customers to view and print CALNET invoices and detail online. The Contractor’s system shall allow for:

1. Complete turn off of all paper with the Customer printing invoices, invoicing detail and remittance slip online through the Contractor’s web-based application or by the Customer contacting the Contractor’s Customer representative.

The Contractor shall:

1. Provide support for web based paperless invoicing.

1. Establish a monthly invoice email notification, which is delivered to the Customer’s identified email addresses.

1. Include URL or access link on the email notification directing the Customers to their online invoice for viewing and printing.

1. Provide the ability for an authorized Customer to identify additional employees’ email addresses, allowing multiple notifications for a single BAN.

1. Waive late payment charges if related to delivery failure of the Paperless Invoicing Delivery Options.

The Web-based Paperless Invoicing Delivery Options will not change the required Invoice Delivery Methods in Section CMCS-G1.5.2 and are not in effect or to be implemented unless specifically requested by the Customer.

CMCS-G1.5.3 Invoicing Support The Contractor shall provide to the Customers:

1. Invoice Support to the Customers. Problem resolution or status updates must be provided within one business day of initial notification.

A toll-free support telephone number as a single point of contact.

Investigation and resolution of systemic invoicing errors when they are identified.

Staff resources with the necessary skill levels to support invoicing Services.

Invoice support from 8:00 a.m. to 5:00 p.m., Monday through Friday.

Invoice support from location(s) within the United States or U.S. Territories.

The Contractor shall provide to the CMO:

1. A designated contact for Invoicing to support the Invoicing Requirements.

A designated escalation manager, at least one level higher than designated contact for Invoicing, to support the Invoicing Requirements.

CMCS-G1.5.4 Billing Disputes and Adjustments Should any Customer dispute, in good faith, any portion of the invoiced amount due, the Customer shall notify the Contractor in writing of the nature and basis of the dispute as soon as possible. In the event the dispute is not resolved prior to the invoice Due Date, the Customer may deduct the disputed amount from the amount due. No late payment charges shall apply to the disputed amount until the dispute is resolved by both parties at which time any amount due will be paid by the Customer or an Adjustment shall be issued by the Contractor, consistent with the payment timelines set forth in this Contract. All parties agree to use their best efforts to resolve disputes.

The Contractor shall resolve billing disputes by issuing Adjustments for the full amount or provide acceptable evidence the disputed amount should not be adjusted.

In the event a dispute between the Contractor and the Customer cannot be resolved, the processes described in the General Provisions – Telecommunications, Section 15.8, Set-off Rights, and Section 17, Disputes shall prevail.

CMCS-G1.5.5 Back Billing and Billing Credits The Contractor shall be limited to claiming no more than 12 previous months of back billing on all Services, Goods, and Features ordered under the Contract.

The Contractor shall provide the Customer billing credits for up to three years from the invoice date for any invoicing errors requiring an Adjustment. The Contractor shall issue an Adjustment within 30 – 60 calendar days of CMO or Customer notification.

CMCS-G1.5.6 Systemic Invoicing Errors The Contractor shall provide a corrective action plan within 30 calendar days for the identified invoice discrepancy. The Contractor shall correct systemic invoicing errors within 60 calendar days of the identified invoice discrepancy unless otherwise mutually agreed upon by the CMO. The Contractor shall provide the CMO a list of affected Customers, dates of occurrence, resolution, and timeframes to implement resolutions and preventative measures.

CMCS-G1.5.7 Service Taxes, Fees, Surcharges, And Surcredits Taxes, surcharges, and surcredits should be assessed on the Contract price (Catalog A pricing) excluding the administrative fees. Administrative fees, taxes, and surcharges that are remitted to the government and not retained by the vendor are excluded from the vendor’s gross revenues. Therefore, no taxes may be assessed on the administrative fees. Additionally, there is no support for taxes on installation fees. While revenues from installation fees need to be reported, these are purely labor costs that cannot be taxed.

The Contractor shall provide to the CALNET…