COSC_ATT_C_Technology_Deployment.docx
DOCX document 38 KB Posted
- Attached to
- Enterprise Resource Planning (ERP) Software and Implementation Services State and local contract opportunity
- Solicitation number
- 2026-027
- Issued by
- Polk County, Florida
About this file
Summary
This is Attachment C of a Request for Proposals (RFP) issued by the City of St. Cloud, Florida for Enterprise Resource Planning (ERP) Software and Implementation Services. The attachment is a technology deployment questionnaire designed to collect detailed information from vendors regarding their proposed ERP solution architecture, infrastructure, security measures, and service level guarantees. The questionnaire requires vendors to provide comprehensive responses across multiple dimensions including deployment type (on-premise, hosted, or multi-tenant), data center locations, hardware and network requirements, system availability and uptime statistics for the preceding six months, update frequency and testing procedures, security protocols including single sign-on (SSO), multi-factor authentication (MFA), integration standards (SOAP or REST), and data breach protections aligned with cybersecurity standards and independent audit results. Vendors must also address data portability and disentanglement capabilities to ensure customer data can be exported in nonproprietary formats.
For vendors proposing Software-as-a-Service (SaaS) solutions, the attachment requires detailed service level agreements specifying metrics, performance targets, and remedies for system availability (unscheduled downtime), system response time, issue response and resolution times, recovery point objectives (RPO), recovery time objectives (RTO), system data restoration, implementation of security patches, and notification procedures for security breaches. The City expects vendors to clearly articulate how performance against these service levels will be reported to the client and to describe the process for client issue reporting and escalation. This questionnaire serves as a critical evaluation tool enabling the City to assess the technical robustness, security posture, reliability, and operational transparency of competing vendor solutions prior to final selection.
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Text version
RFP for Enterprise Resource Planning (ERP) Software and Implementation Services City of St. Cloud, Florida
Attachment C – Technology Deployment
If the question does not fit the type of technology deployment in your proposal enter “NA” – Not Applicable in the box and provide an explanation why it is “NA”.
Type of Deployment
| Question |
| Answer |
Proposed solution is an On-Premise solution (Yes/No)
Proposed solution is a hosted solution? (Yes/No)
All Applications are accessed via a web browser (Yes/No)
Proposed solution is offered as a multi-tenant solution (Yes/No/Not Applicable)
All customers on proposed application must upgrade at same time (Yes/No)
Data Center
| Question |
| Answer |
Where are the data centers located?
Are any third-party providers used to deliver PaaS or IaaS services? If so, please list.
How many environments or tenants are proposed for:
1) Implementation and
2) Production?
Hardware
| Question |
| Answer |
Can the solution be deployed on virtual servers? (Yes/No)
What are the server requirements?
What are the network requirements?
Availability Provide historical availability for data center for past six months. Report all time in minutes.
| Month |
| Total Minutes |
| Downtime |
| Scheduled Maintenance |
| Other Downtime |
| Total Downtime |
| % Availability |
SEP 2023
AUG 2023
JUL 2023
JUN 2023
MAY 2023
APR 2023
Updates
| Question |
| Answer |
How often is solution updated?
How much advance notice are customers provided for new updates?
Does customer have the opportunity to test updates in a pre-production environment?
How long do customers have to test updates before the update is applied?
Security
| Question |
| Answer |
Does the system support SSO or LDAP?
Does the system support MFA?
Is your integration protocol based on SOAP or REST?
Does the entire proposed solution follow the same integration protocol (Yes/No)
Information Security
| Question |
| Answer |
What protections are provided against data breach?
Please include information regarding cybersecurity standards, recent independent audits, notification process, remedy, and indemnification provided.
Disentanglement
| Question |
| Answer |
Can customer data be exported in nonproprietary format?
Proposed Service Level Guarantees If SaaS services are proposed, please complete the following table identifying proposed service level guarantees. For each service, please indicate the metric used to measure the service quality, the proposed requirement (target for service), and the proposed remedy or penalty if guarantee is not met.
| Service |
| Metric** |
| Requirement/Guarantee*** |
| Remedy |
System Availability* (Unscheduled Downtime)
System Response (Performance)
Issue Response Time
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
Notes:
* Formula used to calculate availability.
** How is performance against service levels reported client?
*** Describe process for client reporting issue to the vendor.
COSC_ATT_C_SaaS image1.jpeg
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