Attachment A - Definitions and Systems.pdf

Attachment A: DLA Managed Definitions and Systems ERP Cloud Hosting and Subscription Licenses with Managed Services

CUI

Source Selection Information – See FAR 2.101 & 3.104

DLA Managed Services Definitions and Systems

Definitions

“Agreed Downtime” - Any Downtime requested by SAP, the reseller or DLA and mutually agreed by the parties.

“Authorized Users” – A representative designated by the Government “Business Day” – Any day from Monday through Friday, excluding U.S. Federal holidays.

“Cloud Computing” - means a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. On-demand self-service, broad network access, resource pooling, rapid elasticity, and measured service. This model allows for scalable and flexible resources that can be adjusted based on demand (https://cic.gsa.gov/basics/cloud-basics/) (https://www.nist.gov/publications/nist-definition-cloud-computing). It also includes commercial offerings for software-as-a-service, infrastructure-as-a-service, and platform-as-a-service

• Includes the integrated environment that supports the infrastructure at the data center level, including OS, hardware, storage, and networking services. This includes the management and maintenance of the physical and virtual infrastructure required to support applications but does not extend to the application-specific OS and DB management selected and used by SAP to provide the Cloud Service for DLA, and includes the Production Computing Environment (PRD), and any other Computing Environment used for non-production purposes (NON-PRD).

• There are three primary service models in cloud computing:

• 1. Software as a Service (SaaS): Users access applications hosted on the cloud provider's infrastructure via a web interface or API.

• 2. Platform as a Service (PaaS): Provides a platform allowing customers to develop, run, and manage applications without dealing with the infrastructure.

• 3. Infrastructure as a Service (IaaS): Offers virtualized computing resources over the internet, allowing users to run arbitrary software, including operating systems and applications (https://www.nist.gov/publications/nist-definition-cloud-computing).

“Disaster Recovery” – An architecture design which allows for systems to be recovered or allows to for a return to an operational state after suffering a failure or downtime.

“Downtime” – Means the Total Minutes in the Month during which the HEC Service or EX Service (or Servers for Server Provisioning) does not respond to a request from SAP’s Point of Demarcation for the data center providing the

CUI

Source Selection Information – See FAR 2.101 & 3.104

HEC Service or EX Service (or Server for Server Provisioning), excluding Agreed Downtime.

“Emergency Downtime” – Means downtime during critical patch deployment and critical operating system upgrades.

“Excluded Downtime” – Has the meaning set forth in Agreed Downtime.

“Final Resolution” The implementation of a permanent solution that fully addresses the root cause of the issue, closes the corresponding Service Request or Incident, and is verified as resolved by the Government.

“High Availability” – A process or design that allows for the system or application to remain operating in the event that a failure occurs at any single point in the architecture.

“Infrastructure OS and DB Support at the Application Layer)” - Means the support and management of the operating system (OS) and database (DB) instances at the application layer. While the original "Computing Environment" definition addresses services and management at the data center level, this definition specifies that OS and DB support includes:

• OS Management: Ongoing patching, monitoring, and security hardening of operating systems deployed to support DLA applications, separate from data center OS support. This includes:

• Provisioning, maintenance, and monitoring of the application-specific OS instances.

• Ensuring the OS is secured and compliant with DoD security guidelines at the application level.

• DB Management: Supporting and managing databases associated with DLA applications at the application layer. This includes:

• Backup, restore, and recovery operations for application-layer databases.

• a. Conduct backups of user-level information contained in defined system components, defined frequency consistent with recovery time and recovery point objectives.

• b. Conduct backups of system-level information contained in the system defined frequency consistent with recovery time and recovery point objectives.

• c. Conduct backups of system documentation, including security- and privacy-related documentation defined frequency consistent with recovery time and recovery point objectives; and

• d. Protect the confidentiality, integrity, and availability of backup information.

• Monitoring database performance and applying patches or updates specific to the application's needs.

“Initial Resolution” The implementation of a workaround or preliminary fix that restores the functionality of the impacted system or component to an operational state for the user. The root cause of the issue may not yet be fully addressed.

“Incident” – An unplanned interruption to a service or a reduction in the quality of a service that impacts system operations. An Incident requires immediate action to restore normal service operation as quickly as possible.

“Incident Response Time” – The elapsed time between the Government's submission of a Service Request or Incident and the Contractor's formal acknowledgement and initiation of diagnostic or resolution activities.

CUI

Source Selection Information – See FAR 2.101 & 3.104

“Licensed Software” – Means the applications, databases, software, tools, and components owned or licensed by DLA (other than any Subscription Software) which DLA provides to SAP to be hosted in the Cloud Service, or which is provided by the contractor or any other third party that requires a key or subscription in order for the software to be legally utilized.

“Local Time” – Means the time zone in DLA’s primary access location “Month” – Means a Calendar Month “Monthly Service Fees” – Means the monthly (or 1/12 of the annual fee) fee paid for the HEC Services or EX Services “Policy” – The term applied to any federal regulation, Federally codified law, DoD or DoD agency policy, rule, memo, regulation, or manual that applies to

DLA.

“Recovery Time Objectives” - is the maximum tolerable length of time that DLA is willing to accept the application can be down after a failure or disaster occurs.

“Response Time” The elapsed time between the Government's submission of a Service Request or Incident and the Contractor's formal acknowledgement and initiation of diagnostic or resolution activities.

“Scheduled Downtime” – A pre-approved period during which a system is intentionally made unavailable for maintenance, upgrades, or other agreed-upon activities. Scheduled Downtime is excluded from Uptime calculations, provided it is coordinated and approved in writing by the Government in advance.

“Service Request” A formal request submitted by the Government to the Contractor for a change, information, or access. This includes but is not limited to items categorized as tickets, change requests, or work orders. A Service Request is distinct from an Incident.

“System” – Means one or more interrelated with interdependent components such as databases, servers, networks, load balancers, web dispatchers, tenants, etc. which when taken as a whole are used to operate a tier. Each combination of components used within each tier is equivalent to one System.

“Total Minutes in the Month” – The minutes measured over 24 hours a day at 7 days a week during a month

“Uptime” The percentage of time during a measurement period that a system or service is fully operational and accessible to end-users.

“UTC” – Means Coordinated Universal Time Standard

DLA Cloud Systems

In the event that any of the below systems change name through the duration of this task order, the new name of the system will replace the old.

SAP Application (HEC Services) J6 Org

SAP CRM (APAP) J62X

SAP CRM (JAVA) J62XF

SAP PLM (cFolders) J62XF SAP Enterprise Portal – External J62XF SAP Enterprise Portal – Internal J62XF

CUI

Source Selection Information – See FAR 2.101 & 3.104

SAP Process Orchestration (PO) J62XF SAP Process Integration (PI) J62XF SAP Solution Manager J62XF

SAP SLD J62XF

SAP Web Dispatcher J62XF SAP Router J62XF

SAP TREX J62XF

SAP TDMS J62XF

SAP GUI J62XF

SAP NWDI J62XF

SAP SCM (APO) J62XF

SAP Live Cache J62XF

SAP ECC J62XF

SAP SRM (ABAP) J62XF

SAP SRM (JAVA) J62XF

SAP GRC J62XF

SAP SLT J62XF

SAP HANA Sidecar (RDS) J62XF Greenlight Laser Focus J62XF SAP Gateway J62XF SAP BW on HANA J62XF SAP BW Legacy J62XF SAP Data Services J62XF SAP Business Objects J62XF

SAP HANA J62XF

SAP HANA COCKPIT J62XF

Non- SAP Application – (EX Services) J6 Org Control-M Enterprise Manager J62XF OpenText J62XF Middleware Management Transaction Monitor – Qnami/MMTM

J62XF