Attachment_II.docx

ATTACHMENT II

Microsoft Premier Support Services Description

1. OVERVIEW. This Services Description describes the various types of services that may be obtained (the “Services”). In addition, it sets forth the parties’ respective responsibilities, prerequisites and assumptions that underlie the provision of the Services, applicable fees, and additional terms and conditions. Unless otherwise specified, the Services are charged on an hourly basis and will be deducted from the total number of hours purchased. The Services focus on the following key areas:

Support Account Management from an assigned Microsoft resource (“Services Resource”) helps to build and maintain relationships with your management and service delivery staff and helps you arrange each element of the Premier Support to meet your business requirements.

Workshops help you to prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies.

Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products.

Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues.

Information Services provide your staff with the latest knowledge on Microsoft technologies to enhance your in-house support capabilities.

2. AVAILABLE SERVICES. Utilization of any combination of the services provided. Unless specified otherwise, the Services are charged on an hourly basis and will be deducted from the total number of hours purchased as set forth in the “Premier Support Fees” section below.

2.1 Support Account Management. Support Account Management services are intended to help coordinate the support and services relationship. The Services Resource is your advocate within Microsoft and facilitates a team that can provide Workshops, Problem Resolution Support, and Support Assistance. The Services Resource also serves as the point of information delivery and provides your feedback regarding the Services to other Microsoft groups. The Services Resource will engage with you in the following activities which will be deducted from the pre-paid hours listed in the “Premier Support Fees” section below:

a. Planning and Resource Facilitation. At the commencement of this Service Description, an orientation and planning session can be conducted with your management and staff via teleconference or onsite if an onsite visit has been purchased. The purpose of this meeting is to discuss the Services available, gather input regarding your support needs, and jointly plan your use of the Services.

b. Status Meetings and Reporting. A standard status report can be prepared on a regular basis, to summarize the Services delivered during the previous reporting period. Status meetings will be conducted to discuss Service activities, monitor your satisfaction levels, and discuss actions or adjustments that may be required. Customized reporting can be provided at your request and any additional related labor will be deducted from your Support Account Management hours.

c. Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution.

2.2 Workshops and Events. The goal of Workshops and Events is to provide you proactive technical information to assist in the design, development or deployment of Microsoft technologies. All registration requirements for Workshops and Events must be completed by you 60 days prior to contract expiration. Additional benefits may include instruction to help reduce the number and minimize the impact of problems related to Microsoft Products that you experience. Workshops and Events can include the following:

a. Workshops. Microsoft can conduct instructor-led training sessions that emphasize Microsoft technologies at your facility or on location at Microsoft. If you elect to have a Workshop conducted at your facility, Microsoft will provide you with specifications for configuring your environment prior to the delivery of the Workshops. Workshops are individually scoped and priced depending upon the length, delivery location and material presented. Your Services Resource can provide you with a current list of available Workshops.

b. Events. Microsoft can provide broad and deep technical development-focused presentations, combined with hands-on labs that provide training and facilitate your implementations of Microsoft technologies. These Events provide the opportunity to interact with Microsoft product groups, Premier support development resources and marketing contacts. Your Services Resource can provide you with notification of scheduled Events.

2.3 Problem Resolution Support. Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problems are caused by Microsoft products. Problem Resolution Support is available 24 hours a day, 7 days a week. Requests for support may be submitted via telephone or electronically through the Premier online website by your designated contacts, except for Severity 1 and A which must be submitted via telephone as set forth below in Section 2.3(a). Problem Resolution Support can include any combination of the following:

a. Problem Request (Break-Fix). An assisted break-fix support request, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. Incidents requiring an onsite visit will be charged on an hourly basis and will include charges for reasonable travel and living expenses. In certain situations, Microsoft may provide you with a modification to the commercially available Microsoft product software code to address specific critical problems (“Hotfix(es)”) in response to an assisted break-fix support request. Hotfixes are designed to address your specific problems and are not regression tested. Except as otherwise provided herein or in an amendment or modification to this Services Description, Hotfixes may not be distributed to unaffiliated third parties without Microsoft’s express written consent.

Problem Resolution Support is charged on an hourly basis and includes the commercially reasonable amount of hours of Services necessary to troubleshoot and help resolve the support issue. Hours-based incidents are deducted from the pre-paid hours set forth in the “Premier Support Fees” section below or charged to you in arrears if all pre-paid hours have been exhausted.

You are responsible for setting the initial severity level in consultation with Microsoft and you can request a change in severity level at any time. The incident severity will determine the response levels within Microsoft and estimated response times and your responsibilities are defined in the following table:

Submission via phone only Catastrophic business impact:

· Complete loss of a core (mission critical) business process and work cannot reasonably continue

· Needs immediate attention

· 1st call response in 1 hour or less

· Microsoft’s resources at your site as soon as possible.

· Continuous effort on a 24x7 basis

· Rapid Escalation within Microsoft to Product teams

· Notification of Microsoft’s Senior Executives

· Notification of your Senior Executives

· Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

· Rapid access and response from change control authority

A Submission via phone Critical business impact:

· Significant loss or degradation of services

· Needs attention within 1 hour

· 1st call response in 1 hour or less

· Microsoft’s resources at your site as required

· Continuous effort on a 24x7 basis

· Notification of Microsoft’s Senior Managers

· Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

· Rapid access and response from change control authority

· Management notification

B Submission via phone or web Moderate business impact:

· Moderate loss or degradation of services but work can reasonably continue in an impaired manner.

· Needs attention within 3 Business Hours1

· 1st call response in 3 hours or less

· Continuous effort on a 24x7 basis

· Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

· Access and response from change control authority within 4 Business Hours1

C Submission via phone or web Minimum business impact:

· Substantially functioning with minor or no impediments of services.

· Needs attention within 4 Business Hours1

· 1st call response in 4 hours or less

· Effort during Business Hours1 only

· Accurate contact information on case owner

· Responsive within 24 hours.

1 Business Hours are defined as 6AM to 6PM Pacific Time. Monday through Friday excluding holidays.

2 Microsoft may need to downgrade the severity level if you are not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.

You may be required to perform problem determination and resolution activities as requested by Microsoft. Problem determination and resolution activities may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes.

You are responsible for implementing the procedures necessary to safeguard the integrity and security of your software and data from unauthorized access and to reconstruct lost or altered files resulting from catastrophic failures.

b. Rapid Onsite Support Services. You can request on-site support as an additional billable service. Microsoft’s ability to provide onsite support is subject to their resource availability, and the tasks performed will vary depending on the situation, environment, and business impact of the issue.

c. Software Assurance Benefits. You may elect to convert your Software Assurance 24x7 Problem Resolution Support Incidents (“SA PRS Incidents”) to Premier Problem Resolution Support (“PPRS”) hours for use consistent with your Premier service plan at the time of transfer. This conversion is based on a local rate calculation that will be provided by your Services Resource. You may be required to purchase additional Support Account Management hours before converting SA PRS Incidents. All SA PRS Incidents you transfer are subject to this Services Description.

2.4 Support Assistance. Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Support as well as requests for consultative assistance for design, development and deployment issues. Your Services Resource will work with you to determine your specific Support Assistance needs.

The following are types of Support Assistance that can be utilized under this Services Description:

a. Infrastructure Support Assistance. Infrastructure Support Assistance includes informal advice, guidance and knowledge transfer intended to help you implement Microsoft technologies in ways that avoid common support issues and decrease the likelihood of system outages.

These services also help to resolve problems that are not attributed to Microsoft Products including:

· Errors caused by your networking infrastructure, hardware, non-Microsoft software, operational procedures, architecture, IT service management process, system configuration or human error.

· Multi-vendor coordination interoperability problems. Upon your request, Microsoft will collaborate with third-party software suppliers to help resolve complex multi-vendor product interoperability issues.

b. Reviews. A review is an assessment of a specific system, application or architecture to address design, development, deployment, and supportability issues for current or planned implementations of Microsoft technologies. Each review is individually scoped and estimated prior to scheduling resources, and a written report is produced to document findings and recommendations. All requests for reviews and the applicable data must be submitted to Microsoft no later than 60 days prior to the Expiration Date.

c. Development Support Assistance. Development Support Assistance helps you in your creation and development of internal applications on the Microsoft platform that integrate Microsoft technologies. Development Support Assistance specializes in Microsoft development tools and technologies.

d. Lab Access. Microsoft can provide you with access to a lab facility to assist you with product development, benchmarking and testing, prototyping and migration activities on Microsoft products. These facilities must be scheduled in advance and are subject to availability.

2.5 Information Services. Information Services provide you with technical information about Microsoft products and support tools that help you to implement and operate Microsoft products in a more efficient and effective manner. Information Services can include any combination of the following:

a. Premier online website. The Premier online website provides access to the following information resources at no additional charge:

· Regularly updated product news flashes documenting key support and operational information about Microsoft products.

· Critical problem alerts notifying you of potentially high-impact problems.

· Web response tool for submitting and checking the status of support incidents.

· Microsoft Knowledge Base of technical articles and troubleshooting tools and guides.

b. Support Webcasts. Support webcasts are regularly scheduled webcast discussions led by Microsoft’s program managers, developers and professionals covering key areas of Microsoft technology. These are provided at no additional charge and require high speed internet access to participate.

2.6 Designated Support Responsive Services. A Designated Support Professional will manage your problem requests that are submitted to the Designated Support Team. Designated Support Professionals are specialists in their product areas and provide Services during normal business hours. Designated Support Professionals can be available 24 hours a day, 7 days a week when support escalations or planned deployments are pre-arranged. Problem requests submitted to this team may require resources from standard product support professionals for resolution, although the Designated Support Professional retains responsibility for the request. Problem requests may be opened using the standard product support process as described in the Services Description depending on the availability of Designated Support Professionals and the severity of the issue. Designated Support Professional hours are deducted from the total number of Designated Support hours as set forth in the “Premier Support Fees” section below. When Designated Support Professionals from the Designated Support Team are not available, backup designated support professionals will be made available.

2.7 Additional Services. You may request changes or additions to this Services Description at any time. Additional Services that are available for purchase, and the specific terms and conditions applicable to those Services, may be set forth in this Services Description and/or an amendment or modification to this Services Description. Additional Services will be invoiced at the prevailing price at the time the Services are rendered or upon acceptance of an amendment or modification to this Services Description. If you purchase additional Problem Resolution Support or convert Software Assurance to Problem Resolution Support, you may also be required to purchase additional Support Account Management hours. Prior to delivering additional Services, We must be in receipt of a purchase order, credit card or other acceptable form of payment.

3. PREREQUISITES AND ASSUMPTIONS. Microsoft’s delivery of Services under this Services Description is based upon the following Prerequisites and Assumptions:

a. All Services will be provided remotely to your locations in the United States unless otherwise set forth in an amendment or modification to this Services Description. Where onsite visits are mutually agreed and not pre-paid, you will be billed for reasonable travel and living expenses.

b. All Services will be provided in the English language unless otherwise agreed to by you and Microsoft in writing or in an amendment or modification to this Services Description.

c. Microsoft will provide support for all United States versions of commercially released generally available Microsoft products unless otherwise set forth in an amendment or modification to this Services Description or specifically excluded on the Premier online website. Support for those Microsoft products that have entered the Extended Support Phase, as defined on the Premier online website, will be charged on an hourly basis only. Non-security related Hotfix support is not available for Microsoft products that have entered the Extended Phase of support unless you have purchased such support in an amendment or modification to this Services Description.

d. Support for pre-release products is not provided except as otherwise provided in an amendment or modification to this Services Description.

e. SERVICES, INCLUDING ANY ADDITIONAL SERVICES PURCHASED DURING THE TERM OF THE AGREEMENT AS LISTED IN THE “PREMIER SUPPORT FEES” SECTION BELOW SHALL BE FORFEITED IF NOT UTILIZED DURING THE TERM OF THIS SERVICES DESCRIPTION. FOR MULTI-YEAR SERVICES DESCRIPTIONS, ALL BASE YEAR SERVICES, INCLUDING ANY ADDITIONAL SERVICES PURCHASED DURING THE BASE YEAR OF THE AGREEMENT, AS LISTED IN THE “PREMIER SUPPORT FEES” SECTION BELOW SHALL BE FORFEITED IF NOT UTILIZED DURING THE BASE YEAR OF THE SERVICES DESCRIPTION. ALL OPTION YEAR SERVICES, AS APPLICABLE, WILL EXPIRE AT THE END OF EACH OF THE RESPECTIVE OPTION YEAR IN WHICH THEY WERE PURCHASED.

f. Support Assistance is dependent upon the availability of resources.

g. Microsoft can access your system via remote dial-in to analyze problems at your request. Microsoft’s personnel will access only those systems authorized by you. Microsoft may provide you with software to assist with problem diagnosis and/or resolution. Such software is Microsoft’s property and must be returned to Microsoft promptly upon request. In order to utilize remote dial-in assistance, you must provide Microsoft with the appropriate access and necessary equipment.

h. You must have access to the Internet in order to take advantage of Internet-based services.

i. When purchasing Problem Resolution Support, Microsoft will require a corresponding quantity of Support Account Management to facilitate delivery of your Problem Resolution Support. If you purchase additional Problem Resolution Support, Support Assistance, or if you convert Software Assurance to Problem Resolution Support, you may be required to purchase additional Support Account Management.

j. Resource Site Visits (number of trips to your location) are mutually agreed upon at acceptance of this Services Description and the total fixed price amount for these visits are included in the “Premier Support Fees” below.

k. Additional Prerequisites and Assumption may be set forth in amendments or modifications to this Services Description.

4. YOUR RESPONSIBILITIES. This section sets forth your performance obligations under this Services Description. Microsoft’s performance is predicated upon you fulfilling the following responsibilities in addition to those set forth in Section 2.3 and any amendments or modifications to this Services Description. Failure to comply with the following responsibilities may result in delays of Service.

a. You can designate named contacts as set forth in the “Customer Contacts” Section below, one of which will be the Customer Support Manager (“CSM”) for support related activities. The CSM is responsible for leading your team and will manage all of your support activities, and internal processes for submitting support requests to Microsoft. Each contact will be supplied with an individual account number for access to the Premier online website, support issue submission and access to your Services Resource. In addition to the named contacts, you may also identify two types of group contacts as follows:

· One type will receive a shared account ID that provides access to the Premier online website for information content and the ability to submit support requests through the Premier online website or by telephone.

· One type will receive a shared account ID that provides access to the Premier online website for information content only.

b. You agree to work with Microsoft to plan for the utilization of Services based upon the service level you purchased.

c. You agree to provide an internal escalation process to facilitate communication between your management and Microsoft as appropriate.

d. You agree to respond to customer satisfaction surveys that Microsoft may provide to you from time-to-time regarding the Services.

e. You agree to provide reasonable office space, telephone and high speed internet access, and access to your internal systems and diagnostic tools to Microsoft’s Services Resources that are required to be on-site.

f. You are responsible for any travel and expenses incurred by your employees or contractors.

5. CUSTOMER CONTACTS

a. Premier Customer Technical Named Contacts: Any subsequent changes to the Technical Named Contacts should be submitted to the Services Resource.

CSM Name: RICHARD A. SCOTT

Address: 1200 New Jersey Ave, SE, W65-322, Washington, DC 20590

Phone: (202) 385-2787

Email: Richard.Scott@dot.gov

Facsimile: (202) 385-2787

7. PREMIER SUPPORT FEES. All Premier Support Service fees and any applicable taxes are due upon acceptance of this Services Description and payable within 30 days of the date of our invoice. Prior to Microsoft initiating service, we must be in receipt of a purchase order, credit card, or other acceptable form of payment for the total amount of fees for the Services Description which is $140,070.00.

Contract Total: