Service Model.docx

Exhibit 2.0 (Service Model) Solicitation No. 5400028075

Managed Cloud Services

Exhibit 2.0 Service Model

Solicitation No. 5400028075

Table of Contents

Background The State is responsible for providing key information technology services and solutions per the 2025-2026 Appropriations Act, Part 1B, Section 117.107 proviso, to state agencies throughout South Carolina’s state government enterprise. The State delivers services and solutions directly, but it also manages contracts for externally provided services. Cloud-based Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) and vendor-hosted Disaster Recovery as a Service (DRaaS) are several such externally provided services.

The State seeks to develop a single statewide contract for Managed Cloud Services (MCS) for both the State Agencies, as well as Other Government Agencies.

In an effort to clarify the requirements for these customers, Exhibit 2.1.1 (Managed Cloud Services Statement of Work – State Agencies) and Exhibit 2.1.2 (Managed Cloud Services Statement of Work – Other Government Entities) were created.

Additionally, there are a set of requirements in Section 3 – Common Services that apply to all customers and services.

Introduction The following documents comprise the entire Service Model for Managed Cloud Services:

· Exhibit 2.1.1 (Managed Cloud Services Statement of Work – State Agencies)

· Exhibit 2.1.2 (Managed Cloud Services Statement of Work – Other Government Entities)

· Exhibit 2.1.3 (Managed Cloud Services Solution – State Agencies)

· Exhibit 2.1.4 (Managed Cloud Services Solution – Other Government Entities)

· Exhibit 2.1.5 (Managed Cloud Services Solution – Common Services)

· Exhibit 2.3 (Key Personnel)

Common Services Common Services apply to all Statements of Work. The Service Provider shall, at a minimum:

1. Adhere to and perform the service management requirements contained in Exhibit 2.1.1 (Managed Cloud Services SOW - State Agencies), Exhibit 2.1.2 (Managed Cloud Service Statement of Work – Other Government Entities) and as documented and defined in the Service Management Manual (SMM).

1. Implement Services to ensure confidentiality, integrity, privacy, and authenticity of State Data and State Personal Data in accordance with the Agreement.

Key Personnel Positions To foster a mutually supportive and collaborative environment where the Services are provided effectively and drive value to the State, the Parties will jointly review Key Personnel, including the Service Provider Account Director. Key Personnel are listed and maintained in Exhibit 2.3 (Key Personnel) and include the following roles:

1. Account Director with overall contract, financial, and service delivery accountability for the Agreement. This position shall have decision-making authority for all aspects of the Agreement. The Account Director shall be dedicated 50% of the time to the State account, shall not be leveraged to other accounts, and shall spend no less than 25% of their time onsite in the Columbia State location.

1. Service Delivery Director with overall accountability for service delivery, IT Planning, cloud solution, and projects.

1. Financial Director with overall accountability for all invoicing, billing disputes, pricing, and financial reporting under the Agreement.

1. Transition Director with overall accountability for delivering the Service Provider’s transition from the Incumbent Service Provider(s) beginning upon the Effective Date through successful Transition milestone completion and State Acceptance of all Transition Deliverables.

1. Security Director with overall accountability for security policies, procedures, planning, evaluation, and technology under the Agreement.

1. Other, as the Service Provider deems key to fulfilling its contract obligations.

Location of Services The Service Provider shall provide Services from Onshore locations only.

Services shall be performed by Service Provider Personnel at State Facilities, Service Provider Facilities, or State-approved remote locations. Service Provider Personnel providing Services at all locations shall provide endpoint computing devices (e.g., laptops) and connect to the State applications and resources using the State’s virtual desktop solution, State-managed VDI, or other State-approved methods. Service Provider endpoint computing devices shall conform to Service Provider’s information security standards, which are suitable for work performed hereunder and meet the Agreement's requirements. Prior to actual use and access to State systems, Service Provider shall provide the State with written attestation from the Service Provider’s Chief Information Security Officer (CISO) that the Service Provider’s managed endpoint computing devices comply with State Rules and State Standards. Service Provider-managed endpoint computing devices must utilize the State-provided virtual desktop interface when interacting with State systems to ensure that State Data remains within the United States of America.

Unless otherwise approved by the State in writing, State Data may not be received, stored, processed, or disposed of in any way via information technology systems located Offshore. Confidential Information and State Personal Data shall not be viewed outside the United States of America without prior State written approval and with sufficient data masking and de-identification protections that align with the Agreement.

The Master Services Agreement identifies access and protection for State Data and Confidential Information, and all State Data must remain within the United States of America unless approved in writing by the State.

Operating with Other Service Components and the State

1. The State holds other contracts for additional or related work for the State SCPs, platforms, and customer-specific projects and Services. The Service Provider must fully cooperate with the State and all other State SCPs as may be required for the smooth and efficient operation of all related or additional work arising from this Exhibit. The Service Provider may not act in any way that may unreasonably interfere with the work of any other State participant or State employees. Additionally, the Service Provider must include the obligations of this provision in all its contracts with its Subcontractors that work on any Project or Service arising from this Exhibit.

1. Mutually supportive relationships among State Service Components and relationships with the State are required to deliver seamless and well-managed cloud services.

1. The Service Provider will cooperate with the State in its attempts to transfer, replace, or augment the services’ responsibilities to another provider without adversely affecting the provision of ongoing services and other projects being performed concurrently with this Service.

1. The State expects that there may be occasions where an SCP’s responsibility may need to be revised to support the program's overall success and ensure service continuity. The State retains the sole right to remove and/or reassign a portion of an SCP’s scope, as necessary. There may also be an occasion where the State may ask that a SCP absorb work related to their scope of Services to provide continuity of service to the program, where a gap may be discovered or a change for the betterment of the program may be needed. Should either of these actions be required, Service Provider will work with the State in good faith to execute those changes through the appropriate contract change request process. The State intends that the Service Provider will perform Services within the cloud program such that all actions support the program's success and prevent adverse outcomes for Customers as may be anticipated and prevented by the Service Provider.

CSP Sourcing Support

1. The State currently provides Customers access to the following CSPs via the contract vehicles noted:

0. Amazon Web Services (AWS): Contracted and managed through Incumbent Service Provider.

0. Microsoft Azure: State Contract, managed by Incumbent Service Provider.

1. Service Provider shall design and implement a CSP sourcing model that maximizes the value and CSP discounts to the State and operationalizes agreement holder and management responsibilities distinctly for all State-approved CSP models.

1. Service Provider shall purchase all Cloud Services as approved by the State and documented in the SMM.

1. For current cloud services, only services hosted by a State-approved CSP are allowed. The State reserves the right to change this restriction.

1. The Service Provider shall demonstrate a detailed understanding of public sector procurement practices and standards and must be independent of any supplier providing software, security, cloud, or “as a Service” offerings to the State directly or via a reseller or agent.

1. The Service Provider shall be the direct contract holder with all current CSPs, and upon the State’s direction, work with the State to add new CSPs to the Service, distinguishing services offered in Commercial and Government clouds for all US regions, by providing the following:

3. Procurement Services

0. Perform appropriate technical, administrative, and operational research to support proposal and contract development.

0. Conduct contract strategy meetings to identify issues and State or Customer requirements, facilitate pricing discussions, and obtain senior leadership input on timelines and outcomes.

0. Draft CSP contractual provisions based on strategy discussions, senior leadership input, and organizational needs and expectations.

0. Perform and manage contract negotiations with CSPs.

0. Ensure that executed strategies minimize potential costs and risks and benefit State operational and service delivery performance.

0. Engage relevant stakeholders in negotiation decisions involving procurement, legal or regulatory requirements, contract standards, and cost targets.

0. Manage and maintain contract management details.

0. Resolve supplier contracting issues that are not adequately aligned with State requirements.

3. Operational Services

1. Issue purchase orders and payments to CSP on behalf of the State and Customers.

1. Manage State and Customer disputes with CSP.

1. Support incidents, outages, and performance issues with CSP.

1. Support Customer, State, and other SCPs with events, issues, and incidents related to CSP services.

New and Updated CSP Services The Service Provider shall, at a minimum:

1. Assist the State in evaluating, making recommendations, selecting, and onboarding new Cloud Service Providers (CSPs), including:

0. Development and documentation of a framework, in the form of an SMM, for evaluating and onboarding new CSPs.

0. Execution of procedures for onboarding new CSPs.

0. Service design for new CSPs based on the State program standards.

1. Negotiate contracts between State and CSPs, manage renewals, handle contract disputes with CSPs, and evaluate and select value-added services and products that complement the CSP offerings (e.g., CSP marketplace offerings).

1. Provide and perform governance activities across all CSPs to ensure ongoing alignment to Customer demand, Customer compliance, and adherence to data and privacy standards across all CSPs and in alignment with the State program and Customer responsibilities.

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