INVITATION FOR BID

IFB C5-CMCS-G1-26

CALNET MANAGED CYBERSECURITY SERVICES

FOR CATEGORIES 530 – 533

EXHIBIT F

SOW GLOSSARY

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: 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

EXHIBIT F – SOW GLOSSARY

The following words and phrases, when used in the IFB, the Statement of Work (SOW), or the Contract, shall have the indicated meanings. Terms capitalized within a particular definition are defined elsewhere within the IFB, the Statement of Work, or the Contract.

“24x7” shall mean 24 hours per calendar day, seven days a week.

“ACCEPTANCE DATE” shall mean the legally binding date that documents that Equipment or Services conform to the Requirements of the Contract and are fully functional.

“ACCEPTANCE TEST” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

”ADJUSTMENT” shall mean a credit or debit to an account or invoice to correct previous billing, including a Service Level Agreement (SLA) credit.

“AFFILIATE” shall mean any Entity, employee, director, partner, joint venture participant, parent corporation, subsidiary, or any person that, directly or indirectly, controls, is controlled by, or is under common control of the Contractor, whether through ownership of more than fifty percent of the voting securities, by contract, managing authority or otherwise.

“AGREEMENT” shall have the same meaning as “CALNET 5 CALNET Managed Cybersecurity Services” and “Contract” and the terms shall be used interchangeably.

“AUTHORIZED END-USER(S)” shall mean an identified individual or group of individuals authorized to act on behalf of an authorized Entity that is purchasing and utilizing Services from the CALNET Contracts.

“AVAILABILITY PERCENTAGE” shall mean the Scheduled Uptime less Unavailable Time divided by Scheduled Uptime multiplied by 100.

“BID” shall have the same meaning as “solicitation response” and is an offer made in response to the IFB solicitation to provide Services and Features in accordance with the terms and conditions provided in the Contract.

“BIDDER” shall mean a supplier who submits a Bid to the State in response to the IFB. The Bidder is the sole responsible party for the successful performance of all Subcontractors and support services offered in response to this IFB and is the sole point of contact regarding all contractual matters. The term “Bidder” shall have the same meaning as “Primary Bidder”, and the terms shall be used interchangeably.

“BILLING ACCOUNT NUMBER (BAN)” shall mean a unique Billing Account Number used to designate a Customer or Customer location that will be billed.

“BILLING TELEPHONE NUMBER (BTN)” shall mean a telephone number for the account billed or a sub-account identifying the party that is billed for the call or Service.

“BUSINESS DAY” shall mean 8:00 a.m. to 4:59 p.m., Pacific Time, Monday through Friday, excluding State observed holidays.

“CALNET” or “CALNET PROGRAM” shall mean as defined in Section 1, Definitions of the General Provisions - Telecommunications.

“CALNET 5” shall mean the Contract(s) resulting from a CALNET 5 Contract Award.

“CATEGORY” shall mean the CALNET Category number from which the Service has been procured.

“CHANGE DATE” The actual date the Contractor completes the Service/Feature move, add, change, or disconnect as deemed acceptable by the Customer.

“CHANGE TYPE” shall mean type of Service/Feature change processed by the Contractor per the Customer’s Service Request. This is either a move, add, change, or disconnect.

“CHARGE AMOUNT” shall mean the amount charged to the Customer per the charge type.

“CHARGE TYPE” shall mean an acronym assigned to the type of charge being reported on the row of data.

“COMMERCIALLY AVAILABLE AREA” shall mean the geographic area in which the Contractor currently offers or provides the specific Service to the public or any government organization.

“CONTRACT” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications. The term “Contract” shall have the same meaning as “Agreement” and “CALNET 5 CMCS Group 1” and the terms shall be used interchangeably.

“CONTRACT AWARD” shall mean the award of the Contract which shall commence on the Effective Date of the Contract.

“CONTRACT TERM” or “TERM” shall mean the time span beginning with the Contract Award and ending with the termination of the Contract, including Contract extensions when executed by the State and as defined in Part 1 – General Instructions, Section 1.4, Contract Term.

“CONTRACTOR” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“CONTRACTOR CODE” shall mean as defined in CMCS-G1.4 Data Management and Standardization section of the SOW Business Requirements. shall mean a unique identifier assigned to each CALNET Contractor and provided by the CALNET Program.

“CONVERSION” shall mean Migration and Transfer as described in the SOW Business Requirements, CMCS-G1.11 Conversion.

“CUSTOMER” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications. The term “Customer” shall have the same meaning as “Buyer” and the terms shall be used interchangeably.

“CUSTOMER ACCEPTANCE” shall mean written acknowledgement by the authorized Customer that the Service is 100% operational for use as documented by the Customer or the Contractor.

“CUSTOMER CODE” shall mean the unique identifier for the Customer as provided by the CALNET Program.

“CUSTOMER NAME” shall mean the Customer name as identified and provided by the CALNET Program.

“CUSTOMER PREMISES EQUIPMENT (CPE)” shall mean telecommunications Equipment located at a Customer location.

“CUSTOMER REQUESTED DISCONNECT DATE” shall mean the date the Customer requests Service to be disconnected.

“DAYS PAST DUE (PD)” shall mean the number of calendar “Days Past Due” from the due date of written order confirmation notification. Applicable even if date has been renegotiated.

“DELIVERABLES” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“DUE DATE” shall mean the actual date the Contractor and the Customer mutually agree Service order will be completed in accordance with Provisioning SLA sections in each Category SOW Technical Requirements solicitation.

“EFFECTIVE DATE” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“END-USER” shall mean “User” as defined in Section 1, Definitions of the General Provisions – Telecommunications. “End-User” shall have the same meaning as “Subscriber” and the terms shall be used interchangeably.

“ENTITY” or “ENTITIES” shall mean a tax supported public organization(s) empowered to expend public funds to purchase Services and/or Features from the Contract.

"EQUIPMENT" shall have the same meaning as “Goods” as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“FACILITY” or “FACILITIES” shall mean capacity, conduits, pathways, and telecommunications sites and/or systems provided by either the State or the Contractor.

“FEATURE” shall mean an enhancement or add-on component to a CALNET Service which cannot be ordered as a standalone Service.

“FORM 20” shall mean the State’s Telecommunications Service Request form.

“FULLY FUNCTIONAL” shall mean the Service is working correctly or as expected in every way.

“GENERAL PROVISIONS” shall mean the General Provisions – Telecommunications.

“INCIDENT MANAGER” shall mean the designated Customer representative who is responsible for managing communications flows, updating stakeholders, and delegating tasks associated with an Incident Response.

“INCIDENT RESPONSE” shall mean the activities performed to identify, analyze, contain, mitigate, and recover from a Security Incident or suspected Security Incident.

“INCLUDE” or “INCLUDING” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“INDICATORS OF COMPROMISE (IOC)” shall mean data artifacts or observable characteristics that indicate a Security Incident or suspected malicious activity.… “INDIVIDUAL PRICE REDUCTIONS (IPR)” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“INSTALLATION DATE” or “INSTALL DATE” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“INVITATION FOR BID (IFB)” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“INVOICE DATE” shall mean the date the invoice was issued by the Contractor.

“INVOICE NUMBER” shall mean the unique number assigned to the invoice.

“KEY PERSONNEL” shall mean the Contractor or Subcontractor personnel identified as such in the SOW Business Requirements CMCS-G1.2 CALNET Program Requirements.

“MANAGED ANTI-PHISING SECURITY (MAPS)” shall mean a Managed Service that provides detection, analysis, and response capabilities for phishing and other malicious messaging threats.

“MANAGED ENDPOINT DETECTION & RESPONSE (EDR)” shall mean a Managed Service that provides continuous monitoring, detection, analysis, and response to security threats affecting endpoint devices.

“MANAGED INCIDENT RESPONSE RETAINER (IRR)” shall mean a Managed Service that provides pre-established access to incident response resources for use during a Security Incident, as authorized under the Contract.

“MANAGED MULTI-FACTOR AUTHENTICATION (MFA)” shall mean a Managed Service that provides authentication using two or more verification factors to control access to systems or applications.

“MANAGED SERVICE” shall include all components required to deliver the Services and/or Features that are owned and maintained by the Contractor.

“MIGRATION” or “MIGRATE” shall have the same meaning as Migration-In or Migration-Out as described in the SOW Business Requirements, CMCS-G1.11 Conversion.

“NIST NICE WORKFORCE FRAMEWORK” shall mean the NIST National Initiative for Cybersecurity Education (NICE) Workforce Framework (NIST SP 800-181, current version or successor).

“OUTAGE CAUSE” shall mean the written explanation of cause or reason for CALNET Service outage, that is known at the time of ticket closure.

“OUTAGE DURATION” shall mean the total minutes measured from when a trouble ticket is opened until the Service fully is restored and deemed acceptable to the Customer.

“P95” or “95th Percentile” shall mean P95 a performance metric showing the value below which 95% of data points fall, meaning only 5% exceed that point, used to measure typical user experience by focusing on the majority while identifying outliers, calculated by sorting data and finding the value at the 95% mark, commonly applied to latency (e.g., response times) to gauge system response time for most users.

“PRODUCT IDENTIFIER” or “PRODUCT ID” shall mean a unique Contractor-defined code specific to each Service and Feature as included in the Contractor’s SOW Technical Requirements and Catalog A.

“PRODUCT NAME” shall mean a unique name given to each Service and Feature as identified in the Contractor’s SOW Technical Requirements and Catalog A.

“PRODUCT SAAF” shall mean the State Associated Administrative Fee (SAAF) rate multiplied by the Charge Amount for the specified Product ID.

“PRODUCT SERVICE OR FEATURE DESIGNATION” shall mean a designation whether the specific line item is a Service or Feature as included in the Contractor’s SOW Technical Requirements.

“PROVISIONING” shall mean new Service or Service moves, adds, changes, disconnects, Transfers, and deletes.

“PROVISIONING PERIOD” shall mean the month and year in which the Service Request was completed.

“PROVISIONING R&R %” shall mean the Rights and Remedies percentage credited or refunded for Provisioning SLAs. The Provisioning SLA Rights and Remedies percentage will reflect “50%” if the individual objective is missed per order and “100%” if Monthly Completion percentage objective is missed per service per month.

“QUANTITY” shall mean the total number of billable units for the specified Product ID in the reporting month.

“REQUIREMENT” shall mean the business, technical, and administrative specifications and Deliverables established by the State throughout the IFB.

“RESTORE DATE AND TIME” shall mean the actual date and time the Customer’s Service was restored, accepted, and documented in the Contractor’s trouble ticket.

“RIGHTS AND REMEDIES PERCENTAGE” or “R&R%” shall mean the Rights and Remedies percentage credited or refunded for SLAs as detailed in SOW Technical Requirements, Service Level Agreement Sections 530.3.8, 531.3.8, 532.3.8, and 533.3.8. The Rights and Remedies percentage will reflect “0%” to “100%” per the SLA triggered.

“ROOT CAUSE ANALYSIS (RCA)” shall mean a method of problem solving used for identifying the root cause of faults or problems.

“SCC MINUTES” shall mean the total Stop Clock Condition duration in minutes applied per trouble ticket for SOW Technical Requirements Sections 530.3.7, 531.3.7, 532.3.7, and 533.3.7.

“SCHEDULED UPTIME” shall mean the total time duration less time required for scheduled maintenance or scheduled upgrades.

“SCOPE OF WORK” shall mean as defined in Section 1, Definitions of the General Provisions - Telecommunications.

“SECTION NUMBER” shall mean the number of the Service grouping as defined in each table heading of the Contractor’s SOW Technical Requirements and Catalog A.

“SECTOR” shall mean the Customer’s sector of government as provided by the State.

“SECURITY INCIDENT” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“SERVICE” or “SERVICES” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“SERVICE ADDRESS” shall mean the End-User location primary street number and name where trouble was reported.

“SERVICE CITY” shall mean the End-User location primary city where trouble was reported.

“SERVICE ID” shall mean a unique identifier assigned by the Contractor to each instance of a Service ordered by a Customer.

“SERVICE LEVEL AGREEMENT (SLA)” shall mean the name of Service Level Agreement. The Contractor shall provide the SLA name as it appears in the Category solicitation when the trouble ticket failure qualified for and Contractor applied rights and remedies under the named SLA.

“SERVICE MONTH” shall mean the calendar month the Service, Equipment, and/or Feature is provided or moved, added, changed, Transferred, disconnected, or deleted.

“SERVICE REQUEST” or “ORDERING DOCUMENT” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications and the terms shall be used interchangeably.

“SERVICE REQUEST NUMBER” or “SR NUMBR” shall mean the Entity’s Service Request Number as provided on the Telecommunications Service Request.

“SERVICE STATE” shall mean the End-User location primary State where trouble was reported.

“SERVICE TYPE” shall mean the name of the table heading of the Contractor’s SOW Technical Requirements and Catalog A.

“SERVICE ZIP CODE” shall mean the End-User location primary zip code where trouble was reported.

“SLA APPLIED” shall mean a "Yes" or "No" indicating if individual provisioning SLA applies.

“SLA CREDIT REPORT PERIOD” The month and year for which credits were paid.

“SLA REPORT PERIOD” shall mean the month and year in which the ticket was restored.

“SR DATE” shall mean as defined in CMCS-G1.12.3 Service Level Agreement (SLA) Reporting section of the SOW Business Requirements.

“SLA Description” shall mean a Description of the SLA credit applied.

“STATE” shall mean as described in Section 1, Definitions of the General Provisions – Telecommunications.

“STATEMENT OF WORK” shall mean as described in Section 1, Definitions of the General Provisions - Telecommunications.

“STOP CLOCK CONDITIONS (SCC)” shall mean the Stop Clock Condition name in the Contractor’s trouble ticket system in the SLA language in each Category SOW Technical Requirements.

“SUBCATEGORY” shall mean the CALNET Subcategory number from which the Service has been procured.

“SUBCONTRACTOR” shall mean any party that is contracting with the Contractor to perform/provide Services and/or Features on behalf of the Contractor.

“SUBSECTOR” shall mean the Customer’s subsector of government as provided by the State.

“TACTICS, TECHNIQUES, AND PROCEDURES (TTP)” shall mean the methods, behaviors, and processes used to carry out malicious or unauthorized activity.

“TELECOMMUNICATIONS” shall mean as defined in Section 1, Definitions of the General Provisions – Telecommunications.

“TICKET CLOSE DATE AND TIME” shall mean the actual date and time the Contractor’s trouble ticket was closed by the Contractor.

“TICKET NUMBER” or “TICKET #” shall mean the Contractor's trouble ticket number.

“TICKET OPEN DATE AND TIME” shall mean the actual date and time the Contractor's trouble ticket was opened by either the Contractor or the Customer.

“TOTAL MONTHLY RECURRING CHARGE (TMRC)” shall mean the monthly recurring charges for the Service including all Feature charges that comprise the total monthly reoccurring cost per Service.

“TOTAL SLA CREDITS” shall mean the total dollar amount being credited to the Customer for each Service and its associated Features.

“TRANSITION” shall mean as described in the SOW Business Requirements, Section CMCS-G1.11.1 Transition-In.

“UNAVAILABLE TIME” shall mean the total minutes from when a trouble ticket is opened until the problem is restored and deemed acceptable by the Customer minus Stop Clock minutes.

“UNIT OF MEASURE” shall mean Unit of Measure for the Product ID as published on Contractor's Catalog A.

“WORKING TELEPHONE NUMBER (WTN)” shall mean the End-User telephone number.