FA4486-08-T-0020 Library Software SOW.pdf

FA4486-08-T-0020

ATTACHMENT #1

STATEMENT OF WORK

SYSTEM MANAGEMENT & SUPPORT SERVTCES

Dynix will provide the following Support and Administration Services:

A Infrastructure

Provision of suitable database server to support the specified number of Horizon users detailed in Rider A.

Provision of suitable web server to support Information Portal and the specified number of Information Portal users detailed in Rider A.

Provision of adequate internet bandwidth to support the number of concurrent users detailed in Rider A.

Security

Dynix is responsible for provision of suitable secure accommodation for the ASP System Centre. The ASP System Centre is located on a protected network with Firewall 1 security.

Dynix is responsible for setup and maintenance of user IDs and passwords. Database & Web

Server Management

Dynix will carry out the following database management tasks:

(1) Organisation and execution of security backup & archive procedures for the Library database. Secure storage of backup material.

(2) Management of transaction logging facility.

(3) Execution of Horizon Day End Process for the production of notices and consolidation of statistics

(4) Periodic System Health Checks including database consistency and database sizing checks.

(5) A daily check to ensure that the connection between Information Portal server and Horizon is operational.

Support & Maintenance Service

(1) Dynix will provide a Help Desk service from its offices in Chesham, UK. This service is available for reporting problems and queries regarding the ASP service. Problems are reported to the Help Desk and logged via the automated fault reporting system operated by Dynix. The

Help Desk can be contacted as follows:

Telephone The caller will be given a log number and a subject specialist will call back.

Fax A standard fax response will be faxed back. A subject specialist will follow up by telephone.

Letter The call will be logged and a subject specialist will follow by telephone

Email A standard email response will be sent back to the email originator. A subject specialist will follow up by telephone

WWW Electronic requests from Log Express are routed to the group responsible for your support and are immediately queued for resolution. As soon as the request had been assigned to a member of staff you are sent automatic email confirmation of the request number.

Dynix will use its best efforts lo provide the following target response times:

Level 1: Where the nature of the problem results in a serious disruption to the Library's business, the target response time by Dynix is within 1 hour.

Level 2: Where the problem is of a non-serious nature, the target response time by Dynix is within 4 hours.

Help Desk Cover

Help Desk service is available during the hours of 08.30 - 17.30 UK time Monday to Friday. This excludes the following holidays:

New Year's Day Good Friday Easter Monday May Day Bank Holiday Spring Bank Holiday Late Summer Bank Holiday Christmas Eve (0.5 Day) Christmas Day Boxing Day New Years Eve (0.5 Day)

Emergency cover is available for Level l priority problems from 9.00 - 21.00 Monday to Friday and 9.00 - 17.00

Weekends and Holidays.

Software Maintenance

Dynix will provide corrections to the licensed software at no additional charge to the Library for any error, malfunction, or defect which causes the licensed software to fail in accordance with functional specifications contractually guaranteed by Dynix subject to any exceptions.

Dynix will provide all fixes, releases or upgrades to the licensed software at no additional charge to the Library.

Such fixes, releases, or upgrades shall be provided with all appropriate documentation for successful installation and implementation. Additional training requirements relating to new releases may be chargeable at the daily rates published by Dynix.

The Library's Responsibilities

The Library will nominate a principal point of contact who will be responsible for reporting problems to

Dynix.

A regular monthly set of reports will be provided by Dynix detailing current state of all logged faults. It is the

Library's responsibility to assimilate and verify this information.

The Library will be responsible for printing of notices, orders and library initiated reports.

The Library will be responsible for maintaining a copy of PC Reliance (Circulation Backup) on nominated

Circulation Workstations. It is also the Library's responsibility to upload locally collected Circulation transactions to the ASP server.