Attachment_13_-_Maintenance_and_Support_Agreement.docx
DOCX document 57 KB Posted
- Solicitation number
- RFP 026-2630601-RA
- Issued by
- Orange County, San Diego City, California
About this file
This document is an Attachment to a Request for Proposal (RFP #026-2630601-RA) from the County of Orange, California, specifically the Office of the District Attorney, seeking implementation, maintenance, and support of a new Case Management System (CMS). The RFP was released on August 7, 2024, with key dates including a pre-proposal submission meeting on August 14, 2024, a question and answer deadline of August 21, 2024, and proposal submission due by September 18, 2024. Proposals are expected to provide comprehensive services for developing a new CMS, with potential interviews scheduled for the week of November 4, 2024, and services anticipated to commence in February 2025.
The attachment specifically outlines a maintenance and support agreement template where potential respondents are required to detail their proposed service level guarantees. The document requests vendors to specify metrics for system availability (during scheduled and unscheduled downtime), issue resolution time, recovery point and time objectives, system data restoration, patch implementation, and security breach notifications. While specific pricing details are not provided in this attachment, the RFP indicates this will be an actual cost contract, suggesting flexible pricing arrangements based on the proposed solution's scope and complexity.
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ATTACHMENT 13
MAINTENANCE AND SUPPORT AGREEMENT
RFP #026-2630601-RA, Implementation, Maintenance and Support of New Case Management System Respondent Company Name: ___________
For proposed maintenance and support, please complete the following table identifying proposed level of maintenance and support guarantees. For each service, please indicate the metric used to measure the service quality, the proposed requirement (target for service), and the proposed remedy/penalty if guarantee is not met.
Maintenance and Support Level Guarantees
| Service |
| Metric** |
| Requirement/ Guarantee*** |
| Remedy if Not Met |
System Availability* (Unscheduled Downtime)
System Availability* (Scheduled Downtime between 6am to 6pm PST)
System Availability* (Scheduled Downtime between 6pm to 6am PST)
Issue Resolution Time
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
System Data Restore
Implementation of System Patches
Notification of Security Breach
Please list other proposed service levels
Maintenance and Support Level Guarantees
* Formula used to calculate Availability:
** How is performance against maintenance and support levels reported to the County?
***Describe process for County reporting issue to the Respondent.
| County of Orange | RFP #026-2630601-RA | Page 1 of 1 |
| District Attorney | Implementation, Maintenance and Support of New Case Management System | File No. 2630601 |
File details come from the government source that posted it. Updated .