S TAT E M E N T O F WO R K

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1 H A W A I I I N F O R M A T I O N C O N S O R T I U M S TAT E M E N T O F WO R K HAWAII <AGENCY> WEBSITE HOSTING AND DESIGN SERVICES

2 OVERVIEW This Statement f Wrk (SOW) dcument identifies the respnsibilities between the <Partner> (<Partner>) and the Hawaii Infrmatin Cnsrtium, LLC. (HIC) as the selected vendr prviding Internet Prtal services fr the State f Hawaii. This dcument is subrdinate t the requirements stated in RFP SW, Internet Prtal Manager and Service Prvider, HIC s Prpsal and the cntract between the State f Hawaii and HIC dated January 4, This Statement f Wrk cvers general tpics that deal with a prpsed hsted Cntent Management System (CMS), <Partner> Internet website and any assciated design r technical supprt. SERVICE LEVEL AG REEMENT This Statement f Wrk is subrdinate t the Service Level Agreement (SLA) between the State f Hawaii, <partner> and HIC signed and dated <Date> and is subject t all terms and cnditins theref unless specifically designated as exceptins in this dcument. PURPOSE STAT EMENT The <Partner> website is currently published using <bth/either> CMS <and/r> static html. The <Partner> wishes t mve t a less cumbersme, and mre flexible and pen CMS platfrm. The CMS shuld address American Disabilities Act (ADA) accessibility requirements, include a calendaring slutin, and facilitate the easy publishing f cntent t the public. This agreement des nt include high-bandwidth r streaming services fr vide, audi r related cntent. HIC will wrk with <Partner> n alternate hsting services fr high-bandwidth cntent. SCOPE STATEM ENT Cntent Management Services The gal f this prject is t prvide a vastly imprved CMS platfrm fr the <Partner> with easier administrative, peratinal, and business functinalities, faster and enhanced publishing capabilities. Design Services and Migratin Wrk t migrate any f <Partner> s current web sites t the new CMS platfrm will be perfrmed n an hurly basis, with the <Partner> s apprval required befre wrk is permitted. The specific cst under that amunt will depend n the cmplexity f the existing web site cde and the new site design. <PARTNER> 2 OF 11 HIC _

3 Onging Website Design Services As needed by the <Partner>, prvide design expertise, cnfiguratin, training, etc... n a time and materials basis. Other Enhancements HIC will wrk with the <Partner> t identify and develp ther enhancements. In sme cases, premium service enhancements may invlve additinal fees (i.e. fllw-a-case service, reminder service). PROJECT D EVELOPMENT COST S/ FEES Hsting services may include the fllwing fees: Initial cnfiguratin and hardware: <$0 - $5,000> Custm SSL Certificate cnfiguratin <$0 - $2,000> Site Design Services: State Cntract Rates (see Appendix A) Site Cntent Migratin: Variable Hsting fees: See Annual CMS Hsting Fees Additinal services as needed: State Cntract Rates (see Appendix A) Public Web Strage Hsting Fees (Inviced quarterly r annually): Site mirrring, the partner maintains its current web site, servers and strage. HIC prvides a server that caches all f the partner s web pages n a fixed perid and serves them up t the public. The caching server speeds up the public s access t the web pages and prvides an additinal level f security. Static web site hsting, the partner hsts its site at HIC. HIC s servers als act as the public hst fr these pages. The partner may lgin and maintain their cntent using html editrs r similar tls. Web file strage, the partner may transfer cntent t HIC servers and link t it via an HIC hsted r nn- HIC hsted server. $.20 per MB per mnth billed in minimum 100 MB increments. CMS Hsting Fees (Inviced quarterly r annually): HIC s Cntent Management System has a database that stres web pages and dcuments, and a web server that prvides access t these web pages and dcuments. The CMS als has a wrd prcessing like interface t allw State agencies t update the web pages and uplad dcuments. In general the CMS editr is much easier t use than an HTML editr and in many cases can be given t regular staff versus a web master. HIC will administer and manage the CMS. <PARTNER> 3 OF 11 HIC _

4 The partner s web site is migrated t HIC s servers. The cst fr CMS hsting cnsists f ne-time cnfiguratin and migratin fees, and n-ging hsting fees. An agency may als elect t use HIC s supprt services t update and design pages r add functinality that is beynd the technical capabilities f the agency s staff Up t 30 Pages and 100 MB f strage- $1,200 per year Up t 100 Pages and 500MB f strage - $3,600 per year Up t 200 pages and 1 GB f strage - $5,000 per year Up t 300 pages and 2 GB f strage - $7,200 per year Up t 500 pages and 5 GB f strage - $12,000 per year Up pages and 25 GB f strage - $36,000 per year DELIVERY The website will be deemed cmpleted and delivered n the date the partner requests that the site be deplyed t HIC s prductin envirnment. Prductin envirnment shall mean the technical envirnment and cnfiguratin in which HIC s existing hsted web sites are perated and managed independently frm HIC s testing and develpment envirnment. RISK ASSESSM ENT This sectin is nt intended t be a full-blwn risk mitigatin plan, but rather is intended t bring t light any ptential risks that may need further resurces r attentin. Fr this prject there is a small risk that <Partner> persnnel will require a lnger perid t train n the CMS which may delay the launch f the new web site. DELIVERABLES Deliverables include: Deplyed cntent Website(s) migrated t the new CMS platfrm Quarterly security scans Access t web traffic lgs and web analytics Accunts fr issue tracking and test systems <PARTNER> 4 OF 11 HIC _

5 Prtcl fr nging supprt fr the system SCHED ULE ESTIM ATES The prject will be carried ut accrding t a Milestne Schedule, which will be agreed upn by HIC and <Partner>. It is understd that these are estimated milestnes, and may be changed t accmmdate new requirements made by <Partner> r HIC. MAINTENANCE AND SUPPORT After the applicatin is delivered, as defined abve, HIC will prvide supprt fr the prper installatin and nging general maintenance and peratin f the current release f the site and the CMS. HIC shall use reasnable effrt t prvide trubleshting t crrect any errrs and issues in the CMS reprted by <Partner>. HIC will ntify partners f peratinal prblems which impact services fr mre than 30 minutes during business hurs r 2 hurs during nn-business hurs via r phne. Phne will be used if there are netwrk issues. Upn receipt f ntice f an errr, exceptin r enhancement request, HIC will assign a pririty level t the errr r issue in accrdance with the fllwing criteria: Pririty A An errr that results in the site being substantially r cmpletely nnfunctinal r inperative. These issues shuld be addressed within 6 business hurs. (See 24 x 7 Tech Supprt sectin) If an issue cannt be reslved within the 6 business hurs, a reslutin plan must be presented by the DOD, Prject Manager r General Manager t the partner. Pririty B An errr that results in the site perating r perfrming ther than as represented in the Design r in a manner that cmplicates its use r navigability, but which des nt have a material adverse impact n the perfrmance f the site. These issues shuld be addressed within 2 business days. Pririty C A simple text r graphic (nn-design) change. These issues shuld result in an estimate within 2 business days. Pririty D A site design change. The HIC prject manager will schedule a meeting t discuss gals, audience and ther issues related t the design change. HIC will make reasnable effrts t crrect errrs r prvide a wrk-arund slutin fr each pririty level and, if a wrk-arund is the immediate slutin, will make reasnable effrts t prvide a final reslutin f the errr. HIC will wrk with partner staff in the event f an issue resulting frm a change submitted by the partner. In the vast majrity f the cases, HIC staff will be able t rllback the changes t reslve the issue. In the event that there is significant wrk required t reslve the issue, HIC may charge the partner fr the time spent reslving the issue. Issues that are a result f HIC changes will be addressed immediately and n charges assciated with the time spent t reslve the issue will result. <PARTNER> 5 OF 11 HIC _

6 24 X 7 TECH SUPPORT HIC servers systems are cnstantly mnitred fr seamless peratin 24x7x365 days a year using NAGIOS netwrk mnitring sftware. The sftware checks the status f HTTP, SSL and FTP services every three minutes. If there is an issue, the sftware autmatically sends an t the Systems Administratr s and Directr f Develpment s (DOD) cellular telephne. The Systems Administratr and/r Directr f Develpment then respnd as apprpriate t the prblem. There are numerus additinal mnitring scripts that are als prgrammed t the HIC DOD if the file transfer peratins are nt handled in the prper fashin. If HIC cannt slve the prblem within six hurs (n business days r 12 hurs n hlidays), the HIC Directr f Develpment will ntify the HIC General Manager. If the site is unavailable a message will be psted by HIC t web users that the site is temprarily dwn. If a Pririty A issue arises that is nt cvered under the afrementined explanatin, the HIC supprt team is available 24 hurs a day at DESIG N M ODIFICATIONS AND ENHANCEMENTS At the <Partner> s request, HIC will cnsider develping mdificatins r additins that materially change the site design, utility, efficiency, functinal capability, r navigability f the site ( Enhancements ) at such charge and n such schedule as the parties may mutually agree in writing. Such mdificatins r additins will be undertaken n a prject basis. RESPONSIBILITIES OF THE <Par tner> <Partner> will designate a Prject Manager with respnsibility and authrity fr review and apprval f deliverables under this SOW. In rder t accmplish the tasks utlined in this SOW and prvide the deliverables in accrdance with the prject plan and timeline, HIC will require the fllwing frm <Partner> by the agreed upn dates. If <Partner> des nt prvide any f these items by the required date, delivery dates fr HIC deliverables will be revised accrdingly. HIC will nt be held respnsible fr delays in the timetable due t unavailability f data r resurces frm <Partner>. <Partner> will prvide timely authrizatin fr the prject and fr each apprval required during the prject. <Partner> will prvide timely feedback n all designs and functinality prir t the chice f the final design when applicable. <Partner> agrees t designate cntent-knwledgeable reviewer(s) t review each deliverable prir t acceptance t ensure that acceptance represents an infrmed cmmitment by the <Partner>. <Partner> will prvide cntent infrmatin t be presented n the website. <PARTNER> 6 OF 11 HIC _

7 RESPONSIBILITIES OF THE HAWAII I NFORMATION CONSORTIUM HIC will prvide a Prject Manager t serve as the primary pint f cntact and crdinatin with the <Partner> prject team. The HIC prject manager will prvide all the HIC deliverables, detailed abve and will: Hst the site. Hsting, maintenance and security scanning fr the CMS. Prvide management f the prject wrk plan. Hst peridic meetings t review the status f prject activities against the plan Prvide Prject Plan Updates - nging, as required Prvide Executive Briefings - nging, as required Run database backups and recvery rutines Create a Business Cntinuity Plan Prvide access t web-based analytics reprts t partner staff. Hst the truble ticket system and prvide partners with an accunt t pen/ manage tickets. Maintain uptime f at least 99% n business days frm 7:45 AM 7:00 PM HST. Scheduled maintenance and utages due t frce majeure are nt cnsidered dwntime. HIC will make web analytics reprts available n-demand t all CMS partners. Maintain adequate Internet bandwidth fr the applicatin HIC will mnitr bandwidth use and upgrade its Internet cnnectivity if there is a bttleneck resulting frm its cnnectivity t the Internet. HIC will add mre server r bandwidth capacity within tw (2) mnths f reprting, if there are tw (2) cnsecutive mnths r fur (4) nn-cnsecutive mnths annually f perfrmance issues. TERM OF AG REEMENT This Agreement shall be effective as f date f signing by bth parties and shall remain in full frce and effect until such time as HIC and the <Partner> mutually agree t terminate it. If HIC fails t meet the uptime and/r bandwidth requirements set in the sectin abve ver, the Access Hawaii Cmmittee (AHC) will determine the perid in which <Partner> may receive a hsting fee credit f: (a) 10% fr the first mnth missed (b) 30% fr the secnd mnth missed (c) 50% fr the third and subsequent mnths missed Since web Internet bandwidth demands are always grwing, HIC may nt always be able t immediately crrect perfrmance issues. If <Partner> is nt satisfied with uptime and/r cnnectivity issues, <Partner> may terminate this agreement with ne mnth s ntice. <PARTNER> 7 OF 11 HIC _

8 CHANGE PROCESS The scpe f wrk as specified in this dcument shall nt change except where apprved using the fllwing prcess: The HIC prject manager reviews a design change issue and determines that the reslutin will lead t a change in scpe, defined as a change that will impact cst, schedule r staffing. Issues that d nt change the scpe f the design can be addressed withut further impact t the prject. The prpsed change is dcumented in a design change rder, including the impact n schedule, cst and staffing. The design change rder is reviewed and apprved by the <Partner> s prject manager. The design change rder is reviewed by HIC and is apprved by the HIC General Manager. At this pint, the change rder becmes an addendum t the Statement f Wrk and/r the Site Design Specificatin and the HIC Prject Manager will develp a wrk schedule. <PARTNER> 8 OF 11 HIC _

9 STAKEHOLDERS <Partner> <partner address> Hawaii Infrmatin Cnsrtium, LLC 201 Merchant Street, Suite 1805 Hnlulu, HI CHAI N OF COMMAND <Partner> <Partner> Team members HIC Russell Castagnar, General Manager Zheng Fang, Directr f Develpment Rsemary Warfield, Partner Liaisn <PARTNER> 9 OF 11 HIC _

10 SIGN OFF I, the undersigned, have the authrity t make binding decisins n behalf f my respective agency/department regarding prjects in cllabratin with HIC. I als have the authrity t allcate agency/department resurces twards the abve-described prject. I have read the abve dcument and understand all implicatins theref. Any future changes t this Statement f Wrk will be made thrugh a frmal request t the HIC General Manager. By signing, I acknwledge that the prject described herein has received any required legal reviews and is in cmpliance with current State f Hawaii statutes and administrative rules. Date: <Partner DM> <partner title> <Partner> Russell Castagnar General Manager Hawaii Infrmatin Cnsrtium, LLC <PARTNER> 10 OF 11 HIC _

11 APPENDIX A Billing rates frm state cntract (RFP SW) prvided fr reference. General Manager $ Sftware Architect $ Senir Prject Manager $ Prject Manager $80.00 Senir Business Analyst $ Business Analyst $70.00 Senir Develper $ Develper $80.00 Web/Creative Designer $80.00 Print Designer $75.00 Marketing Executive $80.00 Marketing Assciate $60.00 Financial Management/Billing Specialist/Supprt Staff $70.00 Database Administratr $ Security Administratr $ Systems Administratr $ <PARTNER> 11 OF 11 HIC _