2014-07-02_ECP_RFP_GLOSSARY.docx

RFP SAQMMA14R0308

GLOSSARY

Acronyms and Abbreviations

Definitions Baud - A unit of measurement equal to the number of pulses (or bits) per second, a baud measures the speed of data transfer or signaling.

Build/Integrate - Integrate and configure equipment in accordance with existing policies and standards. Image servers to ensure that images are fully operable on applicable equipment and ensure all critical applications, current templates, hotfixes, and drivers are present. Provide configuration control for software.

ClassNet - The Department of State’s worldwide classified computer network.

Data Center Tier Level requirements:

· Tier 1 (One) Data Center requirements

· Single non-redundant distribution path serving the IT equipment

· Non-redundant capacity components

· Basic site infrastructure with expected availability of 99.671%

· Tier 2 (Two) Data Center requirements

· Meets or exceeds all Tier 1 requirements

· Redundant site infrastructure capacity components with expected availability of 99.741%

· Tier 3 (Three) Data Center requirements

· Meets or exceeds all Tier 2 requirements

· Multiple independent distribution paths serving the IT equipment

· All IT equipment must be dual-powered and fully compatible with the topology of a site's architecture

· All cooling equipment is independently dual-powered, ventilating and air-conditioning (HVAC) systems

· Fault-tolerant site infrastructure with electrical power storage and distribution facilities with expected availability of 99.995% Enterprise Converged Platform – Packages multiple information technology components into a single, optimized computing solution. Components of a converged infrastructure solution include servers, data storage devices, networking equipment and software for IT infrastructure management, automation and orchestration.

Incident/Trouble Ticket priority definitions:

· Critical – Any infrastructure or application outage of critical production systems related to the ECP.

· High – Any infrastructure or application outage of non-critical production systems related to the ECP to include loss of redundancy.

· Medium – Any infrastructure or application degradation/issue of critical production systems related to the ECP.

· Low – Any infrastructure or application minor degradation/issue of non-critical production systems related to the ECP Migration Guide – Based upon the Offeror’s proposed migration strategy, a detailed Migration Guide will be provided to support Department installations.

OpenNet - The Department of State’s worldwide Sensitive But Unclassified computer network.

Remote Office – Embassy, Consulate, Annex, Regional Center or other Department of State office location.

Technical Package – The technical package, which should be submitted for each solution, consists of the following:

· Installation Guide – Details installation steps for all variants of the solutions offered. The format of this document must be Microsoft Word.

· Hardening Guide – Will include best practices for securing the ECP solution while allowing full operation. The Department may require additional security settings based on diplomatic security policies. The format of the Hardening Guide must be Microsoft Word.

· Build Documentation – Consists of specific configuration requirements that must be applied to each ECP prior to delivery (e.g. Bill of Material, Technical Specifications, Storage Configurations, Slip-stream VMware vSphere Hypervisor, etc.).

· Rack Elevations (i.e. Technical Drawings) – Will include all hardware components, to include wiring, data paths and system configurations. The format of this document must be Microsoft Visio, and must allow for editing.

· Quality Checklist – Accounting for all required components.

Tier 1 – The IT Service Center (ITSC) – Department-wide Help Desk for all users including: individual users and IT support staff. This is the initial customer interface and support level responsible for basic customer issues; gathering customer’s information and as much as possible determining the customer’s issue by analyzing the symptoms to identify the underlying issue. This level is also responsible for coordinating and/or escalating unresolved issues to Tier 2.

Tier 2 – Help Desk Support for Local Systems Administrators: e.g. Citrix Backup Overseas (CBO), ESOC Enterprise L2 and others. This is the level only interfaces with customers, if required. This level assists or serves as back up to Tier 1 in resolving basic technical issues. This level also ensures Tier 1 support has gathered all requisite information and accurately diagnosed the issue(s). This level provides advanced troubleshooting and administrative access to systems and applications and captures information or data not accessible to Tier 1 support personnel. This level is also responsible for coordinating and/or escalating unresolvable issues to Tier 3.

Tier 3 - Technical Support – Level 3 Engineering and Design support: e.g. Vanguard 2.2.1 ESOC Level 3 support, Vanguard 2.2.1 GITM Level 3 support and others. This level does not interface with the customer. This level assist Tier 2 support personnel in resolving advanced, complicated technical issues. This level also ensures Tier 1 and 2 have gathered all required information and accurately diagnosed the issue(s). They also provide design and functional level analysis and troubleshooting with enterprise or root level access to systems and applications. They are systems subject matter experts (SME). This level captures information and data not accessible to Tier 2. This level is also responsible for coordinating and/or escalating unresolvable issues to Tier 4.

Tier 4 – Offeror’s Solution Technical Hardware and Software Support personnel – Offerors reach-back Design and Engineering support available (24 hours a day, 7 days a week, and 365 days a year) to support Government Level 3 staff in resolving technical issues. This level track Tier 3 customer’s incidents based on established Service Level Agreements; performs research and development.