9-04 Software Services and Expectations Form FINAL.pdf

SOFTWARE SERVICES AND

EXPECTATIONS FORM

Incorporated County of Los Alamos Procurement Division

101 Camino Entrada, Building 3 Los Alamos, NM 87544

Offeror Company Name:

Solicitation No.:

Solicitation Title:

Instructions for Offerors: Please respond to each of the items below to confirm Offeror’s ability to provide the software services and/or meet the stated expectations described and provide the requested information.

Table 1. Application/Security

Ref No.

Description Response

1 Describe the performance guarantee offered for the solution.

2 How are backups and disaster recovery provided for the solution.

3 How are upgrades and bug fixes scheduled and performed? Is the application available during maintenance?

4 Can the application be customized? If so, by County staff or Offeror staff?

What are the limitations?

5 How is data security maintained? Provide network diagram of security, systems integration, known protocol interaction with other systems, etc.

6 Contractor’s Cloud Service Provider (“CSP”) and data center, preferably in Government Cloud (“GCC”), will be located within the United States.

Submit details on hosted or cloud service provider’s data center and information security compliance. Submit descriptions of any Data Center(s) pertinent to the proposal including their Tier and salient characteristics.

7 Identify the most current stable release and patch level, certified for support, for all software and firmware, and acknowledge that all software

Incorporated County of Los Alamos Procurement Division

101 Camino Entrada, Building 3 Los Alamos, NM 87544 and firmware will be installed to those levels.

8 Describe the classification of the proposed Cloud solution. Is the solution SaaS, PaaS, IaaS or a combination of the classification types?

Table 2. End User Workstation & Bandwidth Requirements

Ref No.

Description Response

1 On which desktop OS platform is the solution certified?

2 Does the solution require a productivity software like Office 365?

3 Is the software compatible with each of the following browsers: Internet Explorer, Edge, Safari, Chrome, Opera, and Firefox?

4 Is the application website accessed via secured (https) link?

5 What mobile platforms is the software compatible with? And what capabilities are available on mobile platforms?

6 What is the licensing format of your software product?

7 If concurrent licensing, what is the concurrent license limit and cost for additional users?

8 Describe the use of Permission Levels, Roles or other mechanisms to manage authorities to create read, update, and delete data.

Table 3. Infrastructure.

Ref No.

Description Response

1 How many data centers host the application/information? Is data

Incorporated County of Los Alamos Procurement Division

101 Camino Entrada, Building 3 Los Alamos, NM 87544 replicated between sites?

2 Do hosting centers have multiple Internet pathways?

3 Describe the system’s use of Active Directory Groups and Group Policies.

4 Describe any interfaces or integrations with Directory Services.

Table 4. Data Security

Ref No.

Description Response

1 Describe the physical security of your data center. Please note the location of the hosting facility and the company legally responsible for the facility. If your data center utilizes multiple geographic locations for redundancy, please indicate.

2 Describe your backup, retention, disaster recovery process, and average recovery time.

3 Acknowledge and confirm the following: All data that: (i) is owned by County; and (ii) uploaded into the Software will remain owned by County.

County is responsible for the accuracy and legality of all such data and will represent and warrant the right to use and manage all data in connection with its use of the Software. Use of Contractor’s Software 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.

4 Can the County request a data extract? If so, how often? Are there additional charges for this service?

5 Acknowledge and confirm the following: Upon termination of an Agreement, Contractor will provide all data to County in CSV or MSSQL format, or a different format agreed to by County. Contractor will then ensure destruction of any remaining County data in their System. Offerors are asked to describe the method(s) of turning over County data and

Incorporated County of Los Alamos Procurement Division

101 Camino Entrada, Building 3 Los Alamos, NM 87544 providing a reader for that data upon termination of Services and describing how County’s data would be recovered should Contractor cease operations. Describe the method(s) of turning over County data, and providing a reader for that data, upon termination of services.

6 Describe the security measures in-place, and available, to protect the system and its data.

7 Identify any encryption algorithms used.

8 Describe the policies that apply to, and notification measures to be used in the event of a security breach.

9 Acknowledge and confirm the following: Contractor will timely provide any other records requested by the County for response to Public Records Inspection requests under NMSA 1978, Chapter 14, Article 2. Offerors are asked to describe support provided for performing legal discovery on the System.