DTS_25-223_-_EXHIBIT_A_SCOPE_OF_WORK.pdf
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- Attached to
- RFQ DTS 25-223 - SmartIQ SaaS
- Solicitation number
- 0000038571
- Issued by
- California
About this file
This is a Statement of Work (Exhibit A) for the Department of Water Resources (DWR) in California for the procurement of SmartIQ Software as a Service (SaaS) licensing. DWR is purchasing a five-year SmartIQ SaaS subscription to support the SmartIQ solution originally acquired under DWR's Docusign Enterprise Licensing Agreement. The deliverables include Part # SmartIQ_001, which encompasses 100,000 transaction allowances, five SmartIQ Design Users, four SmartIQ Tenancies, and multiple connectors including SharePoint, SFTP, ODATA, CMIS, and Docusign connectors. Premium Support with Gold Service Level Agreements and 24/7/360 availability is included. The contract term extends for five years from the effective date of the purchase order, with no renewal options specified in this exhibit.
The contractor is responsible for maintaining service level commitments based on severity classifications, with response times ranging from one hour for Severity 1 issues (system unavailable) to ten days for Severity 5 requests (questions or enhancements), and resolution times ranging from 48 hours to future release dates. Payment terms are Net 45 days in accordance with California Government Code Section 927, with license subscriptions paid annually during each renewal year. DWR will provide licensing and support contacts and will communicate directly with the contractor's support teams. Acceptance criteria require that the software solution be fully functional and operable, meeting DWR's identified requirements, with DWR providing written notice of any non-acceptance within two business days to allow for contractor verification and adjustments.
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| File | Type | Posted |
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| DTS_25-223_-_SMARTIQ_SAAS.pdf |
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Text version
Ref # DTS 25-223 Exhibit A
EXHIBIT A
STATEMENT OF WORK
SmartIQ Software as a Service (SaaS) Subscription
I. Scope of Services
The Department of Water Resources (DWR) is purchasing SmartIQ SaaS licensing for a total of five (5) years from the effective date of the purchase order. This will support the SmartIQ SaaS solution originally purchased under DWR’s Docusign Enterprise Licensing Agreement.
II. State Representative Contractor Representative
Name: Name:
Telephone: Telephone:
Email: Email:
Representatives may be changed by written notice to the other party.
III. Contractor’s Deliverables
Five (5) years of the SmartIQ SaaS subscription, including:
A. Part # SmartIQ_001 (Transaction Allowance, SmartIQ Design Users, & SmartIQ
Tenancies) includes the following products:
1. Transaction Allowance – Qty: 100,000
2. SmartIQ Design Users – Qty: 5
3. SmartIQ Tenancies – Qty: 4
4. SharePoint Connector
5. SFTP Connector
6. ODATA Connector
7. CMIS Connector
8. Docusign Connector
9. Premium Support (Gold SLAs, 24x7)
IV. Contractor’s Tasks and Responsibilities
B. Severity Level Definitions
1. Severity 1 (System Unavailable): A catastrophic failure of the Smart
Communications solution in the Production environment (Example: The Smart Communications Product Engine will not process any requests).
2. Severity 2 (Severe Impact): A severe problem with Smart Communications causing serious disruption to customer’s use of the solution in a production system (Example: The Smart Communications production system is unable to process specific document requests, for several important document templates).
Ref # DTS 25-223 Exhibit A
3. Severity 3 (Moderate Impact): A moderate problem with the Software which causes the Software not to operate as designed having only a moderate impact on customer’s use of software but can be temporarily solved by a workaround (Example: The server is processing some requests incorrectly or is causing moderate delays in the processing of production workarounds).
4. Severity 4 (Minor Impact): A minor problem or general query with the solution (Example: There is an intermittent or low impact issue which is causing problems with the use of the software, such as incorrect formatting on a document).
5. Severity 5 (Question/Enhancement): A minor problem with the solution which is logged and closed as a request for enhancemet to be considered for incorporation in a future release (Example: A question relating to the configuration and use of the software).
C. Service Level Commitments
Response Time Objectives (Premium Gold, 24/7/360 Availability)
Severity Level Response Time Resolution
Severity 1 1 hour 48 hours
Severity 2 2 hours 10 days
Severity 3 8 hours 30 days
Severity 4 5 days Future Release
Severity 5 10 days Future Release
V. Acceptance Criteria
A. A software system solution that is fully functional, operable, and meets the requirements that DWR has identified.
B. If service/deliverable is not accepted, DWR shall provide the reason in writing with 2 business days of receipt of the deliverable and the Contractor will verify and make agreed upon adjustments.
VI. State Responsibilities
A. DWR will provide contacts for licensing and support communications.
B. DWR will communicate directly with contractor’s support teams.
VII. Payment
A. Payment terms are Net 45 days, in accordance with the California Government Code, Section 927.
B. License subscriptions will be paid annually during the renewal year.
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