Appendix 3 - Revision 1.pdf

System Support Requirements

Appendix #:

Subject:

Functional Requirements: System Support Requirements

Appendix 03 - System Support Revision 1 Page 1 of 18

1. Overview

2. Operations and Maintenance (O&M)

See Appendix 15 for a complete list of all abbreviations and acronyms.

Appendix 03 - System Support Revision 1 Page 2 of 18

Overview

SCDMV requires a comprehensive approach by the Contractor to provide operational support for the SCDMV modernized system. This includes the development of support tools and methodologies that shall support end users as well as provide technical support for the system. These shall be implemented throughout the term of the contract once the SCDMV modernized system is fully operational. In the context of O&M, fully operational is defined as:

1. All the production environment(s) used for daily operations are in use at SCDMV without unscheduled or unplanned outages.

2. No priority 1 or 2 tickets related to the software are open; and

3. SCDMV has delivered a written notice of acceptance to the Contractor within 30 days of the item 1 and item 2.

For multi-phase deployments, the Contractor shall, without additional charges, maintain, repair any and all defects in the: software, configuration, permanent and temporary interfaces, data, including migrated data, workflows, user profiles, security profiles, performance factors, training materials, documentation, help text, job aids, and other issues related to the operation of the SCDMV modernized system.

The Contractor must set up and administer all hardware, software, and infrastructure components of the solution for the duration of the contract period while preparing SCDMV staff to support the solution in the future. Should the modernized system be housed on machinery/computers/servers/etc., under SCDMV or other state agency control, the contractor will work with/assist the appropriate departments/agencies to set up and administer all hardware, software, and infrastructure components of the solution for the duration of the contract period while preparing SCDMV staff to support the solution in the future.

The Contractor must provide the operations, maintenance, support, defect management, and documentation requirements described in this section.

The Contractor shall also provide a solution that meets the system recovery and performance metrics and demonstrate that the solution meets these metrics during the testing of the solution.

For the purposes of this Appendix, the Project Sponsor shall include the Project Sponsor or the Project Sponsor's designee.

Appendix 03 - System Support Revision 1 Page 3 of 18

Operations and Maintenance (O&M)

2.1 General Requirements

2.1.1 Scope of Operations & Maintenance Support

The Contractor shall:

1. Lead the creation of the processes and procedures related to the support of the SCDMV modernized system.

2. Lead in the development and implementation of support tools and system support knowledge management content.

3. Provide all levels of support before the end of the warranty period.

4. Lead the O&M system support effort throughout the project and to the end of the warranty period.

5. Work collaboratively with SCDMV support staff to ensure that they are properly prepared, trained, and have the knowledge and skills to fully lead support services after the warranty period.

6. Provide support for all system environments as soon as they are established.

7. Develop a training program for technical staff that will support the SCDMV modernized system. By the end of the warranty period, all appropriate staff, as designated by SCDMV, shall be successfully trained, by the Contractor, and have the knowledge and skills for their role supporting the SCDMV modernized system. See appendix 4 section 3.2 for more information.

8. The Contractor shall be responsible for all support of all the SCDMV modernized system environments including those in the cloud. The Contractor shall be responsible for working with the cloud hosting provider to ensure the necessary support is provided. Support shall be provided by the Contractor (including the cloud-hosting Contractor) at the level of involvement specified in Appendices 01, 03, 04, and 13. Support for some of the systems (e.g., the State Financial system) that the SCDMV computer systems interact with is provided by SCDMV and SCDOA. The Contractor shall collaborate with the State to deliver support services for the Project where state entities have primary responsibility for support.

a. Work with agency departments to understand their processes. Existing processes may be changed provided the agency agrees that the change is better than the existing process.

b. Provide sufficient staffing resources to ensure the necessary staff are available to support the application.

2.1.2 Support Levels

1. The Contractor shall use the SCDMV incident and problem management ticketing system to record and track questions and inquiries until a resolution is implemented, Appendix 03 - System Support Revision 1 Page 4 of 18 and the incident/problem/change request is closed. The Contractor shall follow all SCDMV policies, procedures and processes. The Contractor is responsible for prioritizing, categorizing, and reporting all inquiries using SCDMV-established procedures. The Contractor shall collaborate with the SCDMV to finalize the approach, tools, policies, and procedures.

2. The Contractor shall provide support of the system as follows. Training and mentoring shall be provided by the contractor and include classroom and hands-on and extend through the warranty period and be optional (at the request of the SCDMV) during the support period. During the project, the following support model shall be used:

a. Level/Tier 1 Support (IT Help Desk) – Reception of support and operation calls shall be handled by a SCDMV-provided Help Desk, and this shall include logging calls and resolving simple problems for which an existing solution has been documented or is known. The Help Desk shall reference the knowledge base and other tools to find documented solutions for problems. All support calls shall be logged as tickets in the SCDMV-provided support tool, which the SCDMV may change from time to time. (The SCDMV-provided support tool is currently Microsoft System Center Service Manager.) Any ticket that Level 1 support cannot resolve for any reason shall be escalated to Level 2 Support.

b. Level/Tier 2 Support – All Level 2 activities shall be handled by the Contractor in collaboration with the SCDMV support staff to promote knowledge transfer. The Contractor shall monitor the level 2 support queue and update the status of as problems are worked on and resolved. This includes resolution of problems and documentation of solutions. Level 2 shall be staffed with individuals capable of troubleshooting, diagnosing, and resolving technical and system usage problems of moderate complexity.

Referral to Level 3 is typically handled offline.

c. Level/Tier 3 Support – All Level 3 activities shall be handled by the Contractor in collaboration with the SCDMV support staff to promote knowledge transfer. The Contractor shall monitor the level 3 support queue and update the status of tickets as problems are worked on and resolved.

This includes the resolution of problems and documentation of solutions.

Level 3 shall be staffed with individuals capable of troubleshooting, diagnosing, and resolving technical and system usage problems having a high degree of complexity either directly or by accessing related project staff.

3. The Contractor shall train and confirm the SCDMV Level/Tier 1 staff is prepared before supporting the first UAT.

4. The Contractor shall train and certify SCDMV Level/Tiers 2 & 3 staff during the warranty period, so they are prepared to take over from the Contractor at the end of the warranty period.

Appendix 03 - System Support Revision 1 Page 5 of 18

5. For escalated tickets, the Contractor shall adhere to the Service Level Agreements (SLAs) described in this RFP or otherwise defined and agreed to in writing during contract negotiations if entered.

2.1.3 Issue Resolution

1. The Contractor in conjunction with SCDMV shall define and implement an approach for recording, tracking, managing, and reporting on production issues and collaboratively refine it with the SCDMV and gain the SCDMV’s approval.

2. The Contractor shall address all production system issues for which it is responsible within the timelines outlined in this RFP. Resolution of production system issues shall be managed through the SCDMV’s incident and problem management ticketing system application and any additional ticket and tracking functionality implemented by the Contractor as part of the SCDMV modernized system implementation.

2.1.4 Reporting and Management of Support Incidents

The Contractor shall:

1. Track and report on incidents including trend analysis and reporting of all application and application-related tickets.

2. Link incidents to problems and identify recurring trends.

3. Identify the root cause of all incidents and implement permanent corrective actions.

2.1.5 SCDMV Best Practices and ITIL Compliance

All aspects of the support operations, including all contributions and deliverables by the Contractor shall be consistent with SCDMV practices and industry best practices such as

ITIL 4.

2.2 Warranty Period

The Warranty Period for the SCDMV modernized system shall start when the final implementation phase has been moved into production and additionally the system has been accepted by the SCDMV Project Sponsor, all users are migrated onto the SCDMV modernized system, and all other implementation and testing activities are complete.

The system shall be approved by the SCDMV and the State with a written notice of System Acceptance. The SCDMV will issue a System Acceptance no more than 30 calendar days from the date all conditions have been satisfied for System Acceptance or on a date mutually agreed upon by the Contractor and SCDMV

During the warranty period, the Contractor, as part of the proposed solution and services, shall:

1. Perform O&M Services (as identified in this Appendix), User Support and Service

Desk activities, and Issue Resolution as described in this Appendix.

2. Perform problem resolution and correct any identified defects in the elements of the

SCDMV modernized system for which the Contractor had implementation

Appendix 03 - System Support Revision 1 Page 6 of 18 responsibilities according to requirements (as identified in this solicitation, record of negotiations, amendments, and change orders) and approved business rules.

System defects covered by warranty shall include all defects preventing the SCDMV modernized system from performing as per the approved requirements, including but not limited to:

a. All defects identified with the SCDMV modernized system, components of the modernized system, or prerequisites for the modernized system.

b. All defects identified with the configuration of the SCDMV modernized system.

c. All defects resulting from the implementation of an approved Change Request.

d. All defects resulting from customizations, custom workflows, or interfaces developed by the Contractor.

e. All defects identified in the SCDMV modernized system technical infrastructure.

f. All defects in coding or code that produces inaccurate output or output is otherwise incorrect.

g. Issues identified with the performance of the full system or individual components of the SCDMV modernized system.

3. For migrated content, fix, repair and clear problems that have been uncovered in the migrated content, its content types, attributes, security, records management, and other activities after deployment has been completed and accepted by the SCDMV Project Sponsor.

4. For all data and content, fix, repair, cleanse and validate data any content problems that resulted from defects with the SCDMV modernized system.

5. Support the production and other established environments with the SCDMV.

6. Maintain modernized-system-end of the temporary interfaces until all phases of the project are completed. For this requirement, “modernized-system-end of the temporary interfaces” refer to those parts of the temporary interfaces that do not reside in the legacy system. The SCDMV will maintain the legacy system end of the temporary interfaces.

7. Provide agreed upon enhancements to the system within the predefined and agreed timeframe.

8. The Warranty Period shall last for one year after written notice of System Acceptance.

9. For satisfying the Warranty, resolution and correction of SCDMV modernized system defects shall include at a minimum, those defects entered in the tracking system identified in the SCDMV incident and problem management ticketing system.

Appendix 03 - System Support Revision 1 Page 7 of 18

10. Prior to the expiration of the Warranty Period, the Contractor shall provide operational support for the SCDMV modernized system without additional cost to the SCDMV.

11. Perform an annual FedRAMP Moderate Assessment as specified in Appendix 13 – Technical Requirements.

2.3 O&M Support Requirements

2.3.1 Planning Requirements

2.3.1.1 Staffing Needs Analysis

The Contractor shall conduct and provide to the SCDMV an analysis of the staffing needs for support operations of the SCDMV modernized system based on the complexity, design, and implementation of their solution. The Contractor shall reference industry standards and best practices as part of the analysis.

2.3.1.2 Operations and Support Rollout Plan

The Contractor shall develop and deliver to the SCDMV an O&M Support Rollout Plan that includes the approach, schedule, resources, and tools that shall be used to accomplish the work required in this RFP. The plan shall identify which SCDMV or Contractor staff will be trained or participate in knowledge transfer before UAT. The plan shall identify long-term SCDMV resources who will be trained or participate in knowledge transfer before the end of the warranty period.

2.3.2 Support Preparation Requirements

2.3.2.1 Support Documentation

1. The Contractor shall develop documentation that clearly defines the troubleshooting steps towards a solution, support processes, and temporary solution for the SCDMV modernized system. Complete System Operation manuals and O&M procedures shall be developed by the Contractor; the materials shall be incorporated into training materials, reference materials, online help, other applicable materials, and the Knowledge Management System content.

a. All support-related plans, outlines, drafts, final documentation, and other deliverables shall be submitted to SCDMV for approval. The documentation shall integrate with the Knowledge Management System and Standard Operating Procedure (SOP) library unless an alternate solution is presented to and approved by SCDMV.

b. The Contractor shall obtain approval from the SCDMV Project Sponsor for all support-related plans, outlines, drafts, final documentation, and other deliverables. All content submitted for approval shall be placed in the Knowledge Management System. The documentation shall integrate with

Appendix 03 - System Support Revision 1 Page 8 of 18 the Knowledge Management System unless an alternate solution is presented to and approved by SCDMV.

2. All documentation and knowledge bases/management systems will be updated as part of the release, patch, fix, or updates for the SDLC.

2.3.2.2 Knowledge Management System Content

1. The Contractor shall work collaboratively with SCDMV staff throughout development and deployment to develop and maintain the Knowledge Management System content. The Knowledge Management System will need to interact with the Incident, Problem Management, and Change Request Ticketing System or another system provided by SCDMV, as applicable.

2. The Contractor shall work with SCDMV and make recommendations for efficiently organizing and maintaining the Knowledge Management System content along with other support documentation and project documentation.

3. All documentation and knowledge bases/management systems will be updated as part of the release, patch, fix, or updates for the SDLC.

2.3.2.3 Help and Support Tools

1. Incident and Problem Management Ticketing System – The Contractor shall assist the SCDMV in configuring the Incident and Problem Management Ticketing System so that it properly supports the SCDMV modernized system’s operations. The Contractor will take into consideration existing SCDMV processes.

2. Context-Sensitive Help – The Contractor shall develop context-sensitive help as part of the proposed solution. Also see Appendix 13 – Technical Requirements, Section

3.1 User Interface Requirements, item 26. Help.

3. System Help Keys – The Contractor shall implement System Help Keys as part of the proposed solution. This utility shall allow users to capture a screen when experiencing a problem and make notations for clarification on the problem, or a similar solution shall be presented. This feature shall operate within the constraints established by SCDMV’s PII and data loss prevention policies which may prohibit users from printing screens or sending sensitive information via email. These screen prints shall be stored in a FedRAMP Moderate cloud storage and not locally.

2.3.3 O&M Services

1. O&M services shall include both the SCDMV modernized system application software and the associated technical infrastructure, whether hosted or on hardware maintained by the State.

2. O&M services shall be priced as a fixed price system O&M component to cover ongoing system support from project inception through the Warranty Period.

3. The Contractor shall provide operations support for all aspects of the SCDMV modernized system from inception until the end of the warranty period. The

Appendix 03 - System Support Revision 1 Page 9 of 18

Contractor shall ensure that the system operates effectively according to the standards specified SCDMV (see Warranty Period Priority list in O&M Warranty Requirements).

4. Contractor O&M support activities shall include but are not limited to:

a. Support Environments – Maintain and support all SCDMV modernized system environments. Monitor, tune, and configure the performance of the production environment as needed to comply with the Service Level Agreement (SLA).

b. Patch and Version Management – Patch testing and promotion to ensure all components of the SCDMV solution are operating with the latest software patch levels, validated by ongoing testing, verification, and application of patches or updates provided by third-party hardware or software Contractors. The Contractor shall support system upgrades to the technology stack, as necessary, to maintain the latest release levels of existing technologies. This includes, but is not limited to, software (including third party), Operating System, and database.

c. Test Updates – Evaluate any software or updates in a testing environment and apply patches to production at the firmware, OS, server, client, and application levels based on current and future State standards.

d. Software Version Control – Follow SCDMV processes for software version control. However, the Contractor shall recommend modifications based on their knowledge and experience of industry best practices to improve the current processes. The solution may be versioned in SCDMV’s library management system. If so, SCDMV processes will be followed.

e. Application Updates – Maintain and deploy changes to system components over internal networks and/or the public internet as needed and as permitted by current and future SCDMV security policies

f. DR Plan Testing – Perform Disaster Recovery testing.

g. Performance Monitoring and Management – Participate in Capacity Planning and Performance Monitoring/ Management activities during the development and ongoing operations and maintenance activities, including support for storage location considerations.

h. Data Analysis Support – Support for SCDMV subject matter experts in data analysis and reporting where guidance is needed to understand the system’s data model and available data.

i. Defect Resolution – Perform break-fix analysis and correction

j. Third-Party Software Defect Coordination – Manage relationships with any software Contractors and hardware/IaaS vendors for hardware, infrastructure, or software implemented as part of this SCDMV solution. The

Appendix 03 - System Support Revision 1 Page 10 of 18

Contractor shall work with third-party vendors to facilitate the correction of defects, where it is the responsibility of a third-party vendor to correct the defect and deliver a fix to the Contractor for implementation in the SCDMV’s environment.

k. Technical Knowledge Transfer – Perform knowledge transfer to Operations, Support, and technical staff.

l. O&M Training – Formal training for the O&M and technical staff shall be provided as specified in the Training appendix. Also see the O&M general requirements section.

m. Backup and Recovery Testing – Perform backup and recovery testing.

n. Backup Management – Perform backups of all systems and servers regularly.

Minimally, this shall include daily incremental backups and full weekly backups of all volumes of all systems and servers. Work with SCDMV and SCDOA to achieve backup consolidation and simplification goals.

o. External Partners Directory – Create and maintain a directory of external partners to facilitate communication and information exchange.

2.3.4 Release Management Requirements

The Contractor shall implement a formal Release Management process that will cover all major and minor software releases. SCDMV shall work with the Contractor on process modifications to ensure integration with SCDOA and SCDMV practices. The formal release management process shall be used for the initial production release and apply to all subsequent releases.

1. The Contractor shall provide a formal implementation plan for supporting tools and processes and include a formal training plan for SCDMV approval. Implementation shall occur as part of the setup and configuration of O&M.

2. The Contractor shall lead the development of the Release Management Process including:

a. Release Policy and Planning

b. Release Management Rollout

c. Release Schedule

d. Forward Schedule of Change

e. Help Desk Production Turnover

3. The Contractor shall provide the following:

a. Release Management Process Implementation – The Contractor shall take a lead role in designing, implementing, and configuring the Release Management tools and processes to support the implementation of the SCDMV modernized system and the ongoing operation of SCDMV.

Appendix 03 - System Support Revision 1 Page 11 of 18

b. Testing and Release Acceptance – The Contractor shall perform formal planning for testing and associated release acceptance criteria shall be developed. These tasks shall be performed collaboratively with SCDMV.

c. Release Rollout Plan – The Contractor shall develop a complete Release Rollout Plan for each release of software or new configuration. The plan shall be developed collaboratively with the SCDMV support team. The plan shall include, but not be limited to, requirements for communications, preparation, training, knowledge and skills to support system.

d. Rollout Plan Execution – The Contractor is responsible for executing the rollout plan for each release.

e. Site Readiness Surveys – The Contractor shall participate in the development and execution of Site Readiness Surveys with SCDMV for each release.

f. Update Support Documentation – The Contractor shall be responsible for updating all documentation for each new release. This includes business user, technical, training, and support documentation.

g. Configuration Management Database – The Contractor shall develop and maintain the Configuration Management Database content throughout the project and update it for every release. The Contractor shall provide the content for the database.

h. Archive and Retire Configurations – The Contractor shall develop and implement procedures and tools to archive and retire all prior releases and configurations as new ones are deployed.

i. Known Error Log – The Contractor shall develop a Known Error Log as part of the support documentation using the Knowledge Management System or another tool as approved by SCDMV.

j. Release Installation Procedures – The Contractor shall develop detailed installation procedures for each release and ensure that the plan and related tools and standard operating procedures (SOPs) have been properly tested.

k. Back Out Plans – The Contractor shall develop back out plans jointly with the SCDMV for each release. The Contractor shall ensure that the plan is properly documented and communicated to all participants and that preparation and trainings are in place in case the plan needs to be executed.

Any parts of the plan or related tools which need to be tested shall be tested before the release is deployed.

Appendix 03 - System Support Revision 1 Page 12 of 18

2.3.5 Support Duration and Hour Requirements

1. A Support Year shall:

a. Run from the first day of the Warranty Period and continue for one calendar year.

b. Each successive Support Year shall run on the anniversary dates of the first Support Year.

2. The Support Period shall:

a. Run concurrently with the Warranty Period.

b. Continue for seven more Support Years beginning immediately after the

Warranty Period.

c. Continue for seven additional Support Years, if and only if, requested in writing by the SCDMV Project Sponsor.

3. The Contractor shall provide the SCDMV with ongoing Operations and Maintenance of the SCDMV modernized system during each Support Year. The hours for Operations and Maintenance of the SCDMV modernized system shall be:

a. Separate from other support (e.g., enhancements and legislative changes, additional and unforeseen work that might be required for change orders, support activities, and other activities).

b. Include project management, care and maintenance of servers, systems, infrastructure, backup and recovery, system updates, utilization monitoring, account management, support level 2 and 3, minor changes, and all other activities required for operating and maintaining the SCDMV modernized system.

4. The Contractor shall provide the SCDMV with the specified default Total Support Hours each year. The default Total Support Hours is 12,000 hours per Support Year.

These hours shall be used for changes (e.g., enhancements and legislative changes, additional and unforeseen work that might be required for change orders, non- Operations-and-Maintenance support activities, non-Warranty, and other activities).

5. The Contractor shall not use any of the Total Support Hours to perform:

a. Any activities before the SCDMV modernized system is in full production

b. Warranty activities

c. Other activities and tasks required in this RFP

d. Work not Authorized by a change order

6. The SCDMV Project Sponsor may request in writing that the number of Total Support Hours be increased at any time.

7. If the SCDMV Project Sponsor requests the number of Total Support Hours to be increased, the Contractor agrees the cost of such hours shall not exceed the cost for additional support hours identified on the Price Sheet.

Appendix 03 - System Support Revision 1 Page 13 of 18

8. Thirty days before the end of the Support year, the SCDMV Project Sponsor may request in writing the number of Total Support Hours to be decreased for the following Support Year.

9. Any of the Total Support Hours that are not used in a Support Year shall be rolled forward to the next Support Year for use on change orders at the discretion of the SCDMV Project Sponsor.

10. None of the Total Support Hours shall be used for any activity that is not authorized by a change order approved by the SCDMV Project Sponsor.

2.3.6 Impact Assessment for Potential Change Order Requirements

1. When requested by the SCDMV Project Sponsor, the Contractor shall prepare and deliver an impact assessment containing:

a. The scope of work covered by the impact assessment.

b. Identification of any areas requested by the SCDMV Project Sponsor that are not being addressed in the impact assessment.

c. A list of dependencies of any SCDMV resources (e.g., hardware, software, human capital) required by the Contractor to complete the scope of work.

d. The resource skills and effort required to perform the tasks identified in the impact assessment scope of work.

e. The Contractor resources shall be identified using the job titles identified on the Price Sheet.

f. Options for any opportunities for SCDMV participation in performing the tasks identified in the impact assessment and the associated savings for the SCDMV if this option is selected.

2. A reference to the rates if there are not sufficient hours for the Contractor to complete the work specified in the scope of work with the remaining Total Support Hours.

3. Any additional information requested by the SCDMV Project Sponsor.

a. The Contractor shall respond to all requests from the SCDMV Project

Sponsor, for an impact assessment within one week unless agreed to in writing by the SCDMV Project Sponsor.

b. Upon written notification from the SCDMV Project Sponsor, the Contractor shall prepare a change order for the impact assessment for review and approval by the SCDMV Project Sponsor.

c. The Contractor shall consider the change order to be a firm-fixed-price order and shall not increase the resources or other costs specified in the change order without written approval by the SCDMV Project Sponsor.

Appendix 03 - System Support Revision 1 Page 14 of 18

2.3.7 Turnaround Times for Change Orders

1. Unless otherwise agreed to in writing by the SCDMV Project Sponsor or in the

SCDMV-approved change order, the Contractor shall complete changes within the timeframes in the table below:

Effort Completed Within 0-100 hours 1 month

101-500 hours 2 months 501-1,000 hours 4 months

1,001-2,000 hours 8 months >2,001 hours 10 months

2. The completion times identified in this section are considered complete when the activities described in the change order have been successfully deployed in the production environment.

2.3.8 O&M Support Requirements

The Contractor shall perform an annual FedRAMP Moderate Assessment as specified in Appendix 13 – Technical Requirements.

2.4 Service Level Agreement Requirements

The Contractor shall meet standards for Service Level Agreements (SLA) and related metrics to meet the requirements of SCDMV.

Failure to attain any SLA shall result in the assessment of service level credits.

2.4.1 Impact Levels

The SCDMV defines the following impact levels:

1. Critical – A problem ticket that references any of the following:

a. The associated application is completely inoperable.

b. There is a possible security breach with the application.

c. The issue impacts an interface with an external entity.

d. The issue results in two or more applications or application areas ceasing to operate or function.

e. The issue prevents law enforcement from accessing necessary SCDMV data to perform operations.

f. There is the immediate occurrence or possibility of occurrence of data corruption.

Appendix 03 - System Support Revision 1 Page 15 of 18

2. Severe – A critical function within the application is inoperable and there is no effective temporary solution.

3. Important – Non-critical function within the application is impacted or a critical function is impacted yet there is an effective workaround.

4. Moderate – There is a non-functional issue that could result in:

a. Incorrect data entry

b. Confusing directions

c. Reduced work effectiveness or productivity

d. Incorrect data representation

e. Anything deemed significantly inappropriate in user-facing applications

5. Cosmetic – Issues not affecting functionality and not considered moderate.

2.4.2 Urgency

Urgency is the measure of how long it will be, until an incident, problem or change has a significant impact on the business. SCDMV defines the following urgency levels:

1. Customer Waiting / Critical – The business area cannot provide a critical service to the customer.

2. High – The business area cannot provide a non-critical service to the customer;

multiple users cannot perform a critical job function.

3. Medium – Single-user cannot complete a job function.

4. Low – No urgency/impact to business services, single-user "how to" or related to a service request.

2.4.3 Response Times

The Contractor shall adhere to the following service levels for problem and incident tickets.

1. Priority 1 (Critical) – Acknowledged within 15 minutes of problem/incident being logged. Assignment within 30 minutes. Initial contact with affected users within the next 30 minutes. The issue is to be worked on 24 x 7 until resolved.

2. Priority 2 (Severe) – Acknowledged within 30 minutes of problem/incident being logged. Assignment within one hour. Initial contact with the affected users within one hour. The issue requires concentrated effort during normal working hours until resolved.

3. Priority 3 (Important) – Acknowledged within 1 business day of problem/incident being logged. Assignment within 24 hours from acknowledgement. Initial contact with the affected users within 24 hours. The issue will be addressed at the soonest opportunity as governed by priority.

4. Priority 4 (Moderate) – Acknowledged within 2 business days of problem/incident being logged. Assignments within 24 hours from acknowledgement. Initial contact

Appendix 03 - System Support Revision 1 Page 16 of 18 within 24 hours. The issue will be resolved according to priority after higher severity issues under the discretion of the SCDMV.

5. Priority 5 (Cosmetic) – Acknowledged within 3 business days of problem/incident being logged. Assignments within 4 business days. The issue will be addressed according to priority after higher severity issues under the discretion of the SCDMV.

2.4.4 Incident Priority

The Contractor shall address incidents according to the priority of the incident. Incident priorities are determined based on the impact value and urgency values defined above.

2.4.5 Service Level Requirements

The Contractor shall also meet the following SCDMV service level requirements:

1. System Uptime for Law Enforcement: 99.99%

2. System Uptime for all business units during business hours: 99.0%

3. System Uptime for after business hour web services: 95.0 %

4. Incident Resolution Time: See table below.

Incident Priority

Response Time Assignment to IT Time Resolution Time

1 15 minutes 30 minutes 4 hours, 24 x 7 until resolved

2 30 minutes 1 hour 8 hours, 8 x 5 until resolved

3 1 business day 24 hours To be proposed by the Offeror

4 2 business days 3 business days To be proposed by the Offeror

5 3 business days 4 business days To be proposed by the Offeror

Appendix 03 - System Support Revision 1 Page 17 of 18

2.4.6 Reporting

The Contractor shall comply with and measure each SLA and provide detailed reports for each calendar month, as agreed upon with SCDMV. Such details shall include all data necessary to fully calculate the SLA results, but at a minimum shall include total system downtime events such as:

1. The date and time of the outage

2. The duration of the outage

3. The root cause of the outage

4. The specific system component that was the cause of the outage

5. The total time that the system was non-operational during the month for all causes

6. The total time the system was non-operational during the month for unplanned causes (excludes planned system maintenance activities).

Priority 1 incidents require a status report every two hours during normal SCDMV business hours until resolved. Additional reports with higher frequency may be requested.

Priority 2 incidents require a status report every four hours during normal SCDMV business hours until resolved. Additional reports with higher frequency may be requested.

The Contractor shall report on a weekly basis all outages related to Priority 1 and Priority 2 incidents.

The Contractor shall calculate and report monthly availability excluding any time that the system is unusable due to the following:

1. Maintenance time

2. Failure by the State’s internet service provider

3. Failure by the State’s provided infrastructure

4. Force majeure events

5. Any failure in SCDMV or SCDOA hardware, software, or network connection

6. Bandwidth restrictions

2.5 Contractor Deliverables

All deliverables shall be compliant with SCDMV standards and procedures. The Contractor shall provide the following deliverables:

1. Staffing Needs Analysis – Including plans for the analysis process and the final recommendation for support staffing.

2. Support Staff Prerequisites – For skill roles, such as DBA’s or software development, the Contractor shall provide a basic set of prerequisites prior to knowledge transfer activities. For example, if the person being trained to support the modernized

Appendix 03 - System Support Revision 1 Page 18 of 18 system requires a working knowledge of the current version of Microsoft SQL Server prior to knowledge transfer for the DBA, then this shall be documented as part of the prerequisites.

3. Operations and Support Rollout Plan – Developed collaboratively with SCDMV.

4. Support Documentation – Including troubleshooting steps, support processes, and problem workarounds for the SCDMV modernized system.

5. Knowledge Management System Content – Including all content, and maintenance and enhancement of content in the SCDMV’s knowledge management system.

6. Help and Support Tools – Including context sensitive help and system help keys.

7. Technical and Application Support – Performed in collaboration with support staff.

8. Handling of Support Incidents – Including all reports, resolution materials, and updates to Support Documentation.

9. Reporting and Management of Support Incidents – Including ongoing reports and analysis of incident support on a periodic basis to be defined by SCDMV.

10. Release Management Plans and Documentation – Including Release Rollout Plan, Back Out Plan, and updated support documentation.

11. Operations and Support Status Reports – Providing the status of all activities related to support of the system. The report format and period shall be defined by SCDMV.