Appendix_X_-_Support_and_Maintenance.docx
DOCX document 66 KB Posted
- Attached to
- Identity Management System
- Solicitation number
- 2026-RFP-0026
- Issued by
- Sacramento County, San Francisco City, California
About this file
This is Appendix X of RFP 2026-RFP-0026 for an Identity Management System (IDMS) issued by Sacramento County Contract & Purchasing Services Division and Sacramento County Department of Airports (SCDA) for Sacramento International Airport (SMF). The appendix outlines ten comprehensive support and maintenance requirements that proposers must address in their responses. These requirements cover maintenance plan structures, support hours aligned with the County's 7:30 A.M. to 5:30 P.M. Pacific Time Monday through Friday operating schedule with provisions for after-hours and emergency support, issue severity classifications with corresponding escalation procedures and response timeframes, issue reporting and tracking mechanisms including methods for County submission and historical data maintenance, software update release cycles with testing and deployment procedures, change request procedures for small (1-4 hours), medium (5-20 hours), and large customizations with approval and prioritization processes, ongoing support responsibilities between the Contractor and County including knowledge transfer and training, procedures for implementing Federal and State legislative or TSA-mandated modifications, system performance standards with Service Level Agreements (SLAs) for uptime guarantees and disaster recovery processes, and availability of online community forums or user groups for customer collaboration and enhancement request tracking.
The appendix does not specify pricing terms, set-asides, incumbent contractors, or funding sources, as it functions as a technical specifications and requirements document rather than a financial or procurement overview section. The support and maintenance requirements are designed to ensure the IDMS environment maintains reliability, security compliance, and operational continuity for Sacramento County's management of approximately 5,700+ Airport ID badges and credentials. Proposers are required to demonstrate their capability to provide comprehensive support infrastructure including trained personnel familiar with County-specific configurations, proactive monitoring tools with built-in alerts for system outages and interface failures, and transparent tracking and communication mechanisms for all maintenance activities, customizations, and system modifications throughout the contract term.
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RFP 2026-RFP-0026 Identity Management System – SMF Airport
APPENDIX X - Support and Maintenance
Provide detailed information that will allow the County of Sacramento to understand how the system will be maintained and supported once implementation is complete.
| Item |
| Maintenance Plans and Options |
| 1. |
| Proposer shall describe the structure of its IDMS maintenance plan. Explain how each plan ensures system reliability, timely updates, and ongoing operational support for the County of Sacramento’s IDMS environment. If these maintenances have cost associated with it, explain the approval process. |
<Response>
| Item |
| Support Hours |
| 2. |
| Proposer shall describe standard IDMS support and maintenance hours aligned with the current County’s operating schedule of 7:30 A.M. to 5:30 P.M. Pacific Time, Monday through Friday. The response must also include detailed provisions for after-hours, weekend, and emergency support, specifying guaranteed response and resolution times, escalation procedures, and any associated costs. Proposer should explain how these support commitments ensure continuous system availability and minimize operational disruptions for the County’s IDMS environment. |
<Response>
Item Escalation
| 3. |
| Proposer shall provide detailed descriptions of issue severity levels for the IDMS environment, including criteria for classification and potential impact on operations. For each severity level, outline the corresponding escalation procedures, response and resolution timeframes, and the roles and responsibilities of personnel involved. The description should demonstrate how the escalation process ensures timely resolution of critical issues and maintains uninterrupted operation of the County’s IDMS system. |
<Response>
| Item |
| Issue Tracking |
| 4. |
| Proposer shall describe the process for reporting, tracking, and resolving issues within the IDMS environment. Include the methods available for the County to submit issues (e.g., portal, email, phone), how each reported issue is logged and categorized, and the tracking mechanisms used to monitor progress and resolution. Describe how issue status is communicated to the County, how resolution is verified, and how historical issue data is maintained to support trend analysis, reporting, and continuous improvement of the IDMS system. |
<Response>
| Item |
| Enhancements |
| 5. |
| Proposer shall describe its typical release cycle for IDMS software updates and enhancements, including the frequency of releases and the types of updates provided (e.g., new features, security patches, bug fixes). Provide a detailed description of the process for releasing and implementing updates, including testing, deployment procedures, and County notification. Indicate whether the County is required to implement updates within a specified timeframe and explain how the update process minimizes operational disruption while ensuring system security, reliability, and compliance. |
<Response>
| Item |
| Change Requests |
| 6. |
| Proposer shall describe its ability to perform customer-specific customizations within the IDMS environment. Provide a detailed procedure for requesting changes of varying scope: |
· Small changes (approximately 1–4 hours of coding time)
· Medium changes (approximately 5–20 hours of coding time)
· Large changes (requiring extensive modifications to the system) Explain the approval process for newly requested changes, including how requests are evaluated, prioritized against other customer requests, and scheduled for implementation. Describe how requested changes are tracked, documented, and communicated to the County, including updates on status, completion, and any associated impacts on operations or schedules. The response should demonstrate a structured, transparent process for managing customizations while maintaining system stability and compliance.
<Response>
| Item |
| Ongoing Support |
| 7. |
| Proposer shall describe the process that ensures the County of Sacramento receives primary customer support from personnel thoroughly trained on County-specific IDMS configurations, interfaces, and operational requirements. Include a detailed description of the division of support responsibilities between the Contractor and the County in the production environment, specifying which tasks the County will need to manage and which tasks will be the responsibility of the Contractor. Explain how the Contractor will provide ongoing guidance, training, and documentation to ensure County IT staff are fully capable of maintaining and operating the IDMS system in production, including knowledge transfer, troubleshooting procedures, and best practices for system upkeep. |
<Response>
| Item |
| Legislative Changes/ Modifications |
| 8. |
| Proposer shall describe the procedures for implementing changes or modifications to the IDMS system required by Federal or State legislative or legal mandates, including updated Transportation Security Administration (TSA) requirements. Include the Contractor’s process for monitoring applicable Federal and State legislation, regulations, TSA directives, or legal decisions that may necessitate system updates. Explain how the Contractor ensures the County of Sacramento receives required system changes in advance of any mandated implementation deadlines. Additionally, describe how these legislative- or TSA-driven updates are communicated to the County and the broader customer base, including timelines, documentation, and any required training or operational guidance to maintain compliance. |
<Response>
| Item |
| System Performance and Support |
| 9. |
| Proposer shall describe the specific system performance standards maintained for the IDMS environment, including any Service Level Agreements (SLAs) for system uptime, upgrade guarantees, and scheduled maintenance. Specify whether support for source system interfaces (e.g., IDMS integrations) is included in standard product support packages or priced separately. |
Provide details of uptime guarantees, including the percentage of uptime committed, the definition of system uptime measurement, and any exclusions. Describe the disaster recovery and backup processes in place, including post-disaster recovery time objectives and guarantees.
Explain whether the IDMS system includes tools or processes with built-in alerts to proactively notify the County or the Contractor’s internal IT support team of system outages, interface failures, or other problem situations. Describe how these tools support proactive monitoring, timely response, and continuous system reliability for the County of Sacramento.
<Response>
| Item |
| Community Support |
| 10. |
| Proposer shall describe any online community forums, user groups, or collaborative platforms available to IDMS customers. Include information on how the County of Sacramento can access these forums and engage with other users. Describe whether customers can view, comment on, or track functional enhancement requests submitted by other organizations, and explain how such community interactions contribute to system improvements, knowledge sharing, and best practices. |
<Response>
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