ADDENDUM #3 TO REQUEST FOR PROPOSALS NO. 224 INFORMATION TECHNOLOGY MANAGED SERVICES

Transcription

1 ADDENDUM #3 TO REQUEST FOR PROPOSALS NO. 224 INFORMATION TECHNOLOGY MANAGED SERVICES College of Southern Nevada Purchasing Department 3200 E. Cheyenne Avenue N. Las Vegas, Nevada (702) Date of Addendum: May 6, 2014 Date of RFP Release: April 9, 2014 Date and Hour of RFP Opening: May 22, 3:00P.M. Local Time THE FOLLOWING ADDITIONS, DELETIONS, AND/OR CHANGES SHALL BE MADE AND INCORPORATED IN THE SUBJECT INVITATION The following questions were raised and are answered below: 1) Question: Is the Opening Date, Time and Location the Proposal Due Date, Time and Location correct? Answer: Please see addendum 2 to this RFP for clarification as to the opening date and time ( The location remains the same. 2) Question: Also on page 7 or 19 it is annotated that the proposals must be received by 8 May 14. How does this differ from the Opening Date, Time and Location on the cover page? Answer: Please see addendum 2 to this RFP for clarification as to the opening date and time ( Page 1 of 23

2 3) Question: I am interested in researching the contract dollar amounts spent under this contract since December Can you provide me with that information or can you tell me where to find that information? Answer: The amount spent with Ellucian (formerly Sunguard Collegis) in support of the College of Southern Nevada since 2005 through the present is $49,788,757. The structure of the contract has changed over time, thus the dollar figure above represents the adding and removing of specific services and the support by Ellucian of large scale projects for the college. 4) Question: Is this solicitation open to all vendors or only the Pre-qualified vendors? Answer: This solicitation is open to all vendors. 5) Question: Will you award it to a single vendor or multiple vendors? Answer: The intent is to award the RFP to a single company, though if after reviewing proposals it is advantageous to consider a multiple award CSN reserves that option. 6) Question: Is any sort of registration/certification required to participate in this solicitation as we are an MBE for the state of MD? Answer: No registration or certification is necessary to submit a proposal to this RFP. 7) Question: Does CSN currently have the strategic plan in place? Answer: Yes, CSN s strategic plan can be found at 8) Question: As well as if there s any hardware roll-outs and replacement strategy in place & also DR in place? Answer: There is a refresh cycle in place for desktops, laptops, and smart classrooms. Additionaly, Ellucia does have a disaster recovery plan for the college. 9) Question: CSN is asking 24x7 forensic analysis, remote team that provides IT security auditing and assessment. Does CSN currently own the software and/or tools that are currently performing this function and if so, could you please provide a slightly more detailed description, such as the log analysis of this penetration testing, security assessments, etc. Page 2 of 23

3 Answer: The software/tools and support being provided are provided by Ellucian. 10) Question: CSN states that there is an average of 80,000-85,000 contacts made each year by CSN users. Do you have a breakdown on the differentiation by channel i.e. telephone self-service as well as the hour/ day/ week/ month/ year breakdown on the distribution of interactions? Answer: The approximate breakdown of contacts are: 70% phone calls; 25% self service; and 5% s. During peak times, up to 100 concurrent calls can be handled by Ellucian. 11) Question: Does CSN plan on migrating any of the Ellucian employees over to the CSN payroll as a potentiality of this RFP? Answer: No. CSN would expect the selected vendor to be open to negotiating with the college possible transition opportunities for selected employees to remain with the CSN account. 12) Question: CSN states that the we would be responsible for staff and supervise up to 75 part-time CSN contract with them while you will be directly managing them, or will there be a 2nd tier CSN representative for each of the escalation & performance issues with those that are contracted employees will be directly managing them? Answer: Currently, CSN part time employees are on CSN payroll yet managed by a full time Ellucian employee. 13) Question: Software titles purchased and supported on lab classroom and the faculty computers. Do you have a complete list to all of the 219 titles? Is it currently maintained in a software license management system if so what is that system? Answer: A list of currently licensed software packages will be supplied to the successful proposer. Currently, CSN tracks software licensing with an in house solution. 14) Question: For classroom support can you provide more detail as the setup of the classrooms to include Podium, Document Cameras, SmartBoard, white board projectors KVM Extron, KVM switch, audio systems, cable TV, VCR, DVD, etc.? Answer: CSN has several tiers of classrooms with equipment. Some classrooms have TVs/DVDs, some projector only, and others may include any combination of a podium, doc camera, Smartboard, Extron or Crestron control systems, audio systems, and projector or LCD TV. The Ellucian AV support team are Crestron & Extron Certified Page 3 of 23

4 15) Question: All desktop support, imaging and interaction with CSN instructors regarding customized setup and software requested by faculty is supported by Ellucian (Page - 4). What Program is currently used for imaging? Is that the long term vision of the college to continue to use the Programme or any change in the program are expected in near future? Answer: Currently, Ellucian utilizes Ghost and Casper for desktop imaging. 16) Question: On-site support for learning management & AV requirement: - Does this specifically relates to Adobe connect and web conferencing capabilities, or does it also pertain to on-site staff, on-site faculty usage and usability issues? Answer: This also pertains to on-site staff, on-site faculty usage, and usability issues. 17) Question: Your 40 mobile smart carts are located at which campuses? Is transport of those cards required between campuses? Will a vehicle be provided to transport the CSN devices between campuses? Answer: The smart carts are distributed across the multiple campuses and thus there is no need to transport smart carts. 18) Question: Website services, maintenance and support of the CSN.EDU websites and CSN mobile App: Could you provide some information as to the technologies that are used in the website i.e..php.net, etc. as well as what is the hosting architecture. In relation to the mobile app can you delineate the type of support, i.e. update of CSS and the HTML sheets and layouts or also programmatic and recompiling and updating of the mobile app itself? Answer: Currently, csn.edu uses HTML, CSS, and javascript with Site Builder as the CMS. Interfacing with ASP.NET applications housed on other servers is supported. 19) Question: How many bodies are currently allocated to the scope of work? Answer: Current support staff provided by Ellucian is approximately 51 onsite employees and 59 remote contract employees. 20) Question: What version of SQL the databases distributed across? Answer: Currently, CSN s Microsoft SQL deployment includes versions 2000, 2005, 2008, 2008R2, and Page 4 of 23

5 21) Question: Exchange and Lync 210: Do you mean Exchange and Lync 2010? Answer: Yes. 22) Question: The 4200 mailboxes of all are those distributed across multiple servers and data stores and is there any redundancy in place? Answer: Yes, Exchange is configure with multiple CAS and mailbox servers. 23) Question: How many employees are currently assigned to this set of tasks and scope of support? Answer: Current support staff provided by Ellucian is approximately 51 onsite employees and 59 remote contract employees. 24) Question: For the on-site DBA: Is this only for Microsoft SQL or is this also for MySQL? Do you have Windows only or Linux is also available? Answer: Support for MySQL is necessary. Currently CSN houses all enterprise resources on Windows servers. Linux is only used in a teaching capacity. 25) Question: For homegrown applications what is the level of support desired and does this include modification of the homegrown applications? Answer: Homegrown application support includes usage, performance issues, security, account maintenance, application upgrades, data integration, bug fixes, and modifications. 26) Question: Corporate written applications: so to perform tier 1 support do you mean usability and connectivity support? Answer: Tier 1 support is primarily usability, connectivity, security, account maintenance, and data integration support. 27) Question: You have mentioned Programmers & DBA on-site. Can you please provide the technologies for which you need the programmers & DBA for which all Databases? Answer: The relevant technologies are: ASP.NET, C#, javascript, jquery, KnockOut JS, JSON, java, SQL, ADO, MVC, PowerShell, ADSI. Page 5 of 23

6 Database technologies include: Microsoft SQL 2000, 2005, 2008, 2008R2, and And MySQL. 28) Question: Can you also provide the list of all homegrown application (built in-house) for a better understanding of the IT environment? Answer: This list is provided in the RFP document. 29) Question: Mainframe security and focused reporting is listed. However, the level of the support isn't mentioned. Answer: Support includes RACF Account creation, disabling, maintenance, deletion, application rights management for Advantage and HRMS to include printer assignment, XNET, financial account rights management, query ID management, security auditing, and data access pattern maintenance. 30) Question: Will there be a documentation transition and signoff and validation of knowledge transfer from the previous provider. Answer: This is part of a transition plan that CSN will address based on the award of this RFP. 31) Question: Is CSN committed to maintain its current incident tracking system, or is that also up at issue? And if so what are the requisites for same? Answer: The existing incident tracking system is an Ellucian proprietary tool so a company submitting a proposal to this RFP must include their own incident tracking solution. 32) Question: CS SoftDent and Eaglesoft: Is there a HIPAA privacy? Answer: These systems are governed by HIPPA privacy laws. 33) Question: What current intraoral Cameras and or digital radiography/phosphor plate systems are integrated? Answer: Eaglesoft, Softdent, and Dentrix. Page 6 of 23

7 34) Question: Business Continuity Planning: Please provide at the least any information you can as it relates to the current DR set up to include on-site, off-site, online, off-line, active/passive, backup to tape backup to disk, backup to cloud, Redundant DNS, etc. in regards to your current set up? Answer: Each campus location has a basic configuration of DHCP, DNS, File, and Print services. One of the campus locations is a backup site with an Avamar disk based backup solution. The Avamar solution is backing up all data from the data center and can on a limited basis serve VM s if needed. 35) Question: Inventory Asset Management: Does CSN wish to continue utilizing the current software and structure or are there any other noted gaps that they're looking to address? Answer: Currently Asset Management is done with a combination of an in-house solution and statewide mainframe system. The expectation is that the successful proposer will assist in asset tracking and will utilize the tools and system CSN s selects. 36) Question: Identify the level leadership in your company or person responsible comfort in the databases: Does CSN have a preference or would you like a variable scheme based upon a flexible structure? Answer: Ellucian supplies full time database administration and development. 37) Question: What do you consider to be the critical success factors? Answer: Critical success factors include customer service, strategic planning, leadership and system uptime. 38) Question: What is your estimated all-inclusive cost per incident/request? Answer: This data is not available. 39) Question: Are you considering extending the Due date of May 13, 2014? Answer: The proposal due date was extended in Addendum #2. 40) Question: Please describe your definition for Tier 1 support. Answer: Currently Tier 1 support is provided by a 24/7 central helpdesk and covers over the phone support and troubleshooting. Page 7 of 23

8 41) Question: Please describe your definition for Tier 2 support. Answer: Tier 2 support is provided by on site staff and may include visiting a customer at their workstation. 42) Question: Please describe your definition for Tier 3 support Answer: Tier 3 support is provided by on site staff and may include visiting customer at their workstation. 43) Question: Do you have 2nd & 3rd tier support? Answer: Yes 44) Question: What level of support is needed, i.e. Triage, Tier 1, Tier 2, Tier 3? Answer: All levels of support are needed and should be detailed in your RFP proposal. This would include incident and request triage, tier 1, tier 2, and tier 3 support. 45) Question: What languages will be supported? Answer: It is expected the successful proposer will support C#, javascript, java, HTML, CSS, VisualBasic 46) Question: What percentage of your service requests falls into each of the following categories: Type Proprietary Applications Password Resets Standard Desktop Software Account Creations Operating Systems Software Hardware (Except Printers) Service Requests Percentage Page 8 of 23

9 Data Communications/Network Remote Access Printers Databases Voice Communications Other Answer: This data is not available. 47) Question: What percent of all incidents are resolved at the following points? Type Tier 1 Support Tier 2 Support Deskside Support Tier 3 Support Tier 0 (self help) Other Percentage Answer: This data is not available. 48) Question: Do you have a call-flow process available? Answer: Yes, but this is an Ellucian proprietary model and is not available. 49) Question: Do you have escalation procedures in place today that are driven by defined severity levels? Answer: Currently, Ellucian uses ITIL procedures for escalation. Page 9 of 23

10 50) Question: Are there any special call handling procedures (i.e., warm transfers to onsite teams, etc.)? Answer: Yes, but this is an internal Ellucian process and is not available. 51) Question: If you do use a Knowledge Base, how is it managed and maintained? Answer: The Knowledge Base is part of the proprietary Ellucian provided help desk and incident management system and managed by Ellucian. 52) Question: What is your response time target for responding to an incident or problem reported through these other means? Answer: SLAs for response times are according to ITIL standards. 53) Question: If you have a working Knowledge Base, how are contributions made to this Knowledge Base and how is it managed? Answer: The Knowledge Base is part of the proprietary Ellucian provided help desk and incident management system and managed by Ellucian. 54) Question: Do you provide self-service tools for users to solve their own problems? Answer: CSN has a self-service password reset tool and self-help web guides for end users to solve some commonly occurring issues. 55) Question: What self-service tools are provided? Answer: Forefront Identity Manager and self-guided, multi-media web resources. 56) Question: Do you have remote control tools in use today? Answer: Yes, currently CSN uses LANDesk and Absolute for remote control of desktops. 57) Question: Do you record calls for quality and/or training purposes? Answer: No Page 10 of 23

11 58) Question: To access your current systems remotely, do you utilize an authentication process (VPN, Secure ID, and CITRIX etc.)? Answer: Yes VPN, and its required when accessing the CSN network remotley. 59) Question: What methods do you utilize to notify the end user community of system outages, (Help Desk Front End Messages, Web Portal etc.)? Answer: Currently outages are sent via , posted on the website, and communicated to help desk support personnel. 60) Question: Does your Help Desk interface with a Network Operations Center for System problems or status? Answer: Both on site and remote contract employees report on infrastructure problems and statuses with the Help Desk and community communication teams. 61) Question: What options does your end user community have for contacting the Help Desk and opening Service Requests (4 or 5 digit dialing, fax, , voic , etc.)? Answer: Requests can be made via , online, or by calling a local or phone number. 62) Question: How are calls dispatched to your Desktop Support Group? Answer: Help desk tickets are created in the Ellucian provided system and managed by their onsite desktop support management team. 63) Question: How are hardware problems resolved for your remote user community? Answer: Ellucian s onsite support personnel are dispatched to the remote location to support CSN owned hardware. Phone support is provided for user owned equipment and some very remote users. 64) Question: Does your Helpdesk provide PDA support i.e.: Blackberry, Smart Phone Technology? Answer: Yes for CSN owned PDAs Page 11 of 23

12 65) Question: Do you plan on adding or upgrading any of your tools over the next 12 months? Answer: The need for system and software upgrades occur often, and are determined on an as needed basis. This will be a joint discussion between CSN and the successful proposer. 66) Question: List main campus/facility locations where equipment is located, including address and an equipment listing by location (number of end-users per location)? Answer: CSN s locations can be found at Information related to equipment listings per location and the number of end users per location is not available. 67) Question: Which sites require on-site technicians? Answer: On-site technicians are located at the three main campuses including Charleston, Cheyenne, and Henderson campuses. Technicians then travel to the other campuses as needed. 68) Question: What is the percentage of equipment which is covered by an OEM warranty? Answer: All server and network related equipment has 24x7x365 support and warrantly. 69) Question: What are your current business incident SLA objectives; i.e. Response times, restore times, etc. Answer: CSN utilizes ITIL standards for SLAs. 70) Question: What call management/incident management toolset do you utilize today? Answer: Currently, CSN utilizes a proprietary Ellucian provided solution. 71) Question: Is work currently scheduled across the environment(s) for onsite and offsite technicians? If so, what is the average utilization rate of these resources? Answer: Work is scheduled across the environment. All onsite staff is utilized at 100% - 24x7x365 Page 12 of 23

13 72) Question: Are processes measured, put into metrics, and managed (Incident Mgmt/Problem Mgmt/Change Mgmt/SLA Mgmt/Release Mgmt)? Answer: These processes are managed via a combination of custom onsite applications and the proprietary Ellucian provided help desk system. 73) Question: Do you have call data? Answer: We are unable to provide this information at this time. 74) Question: Issue & problem management: a. How many incidents reported vs. resolved per week/month? b. How many service calls per week/month/qtr.? c. How are incidents reported by percentage: phone/ /webform/client generated tickets? d. How many service calls related to production problems? e. Breakdown of production vs. non-production related incidents? f. Do you currently have any operational level agreements (OLAs) or service level agreements (SLAs) in place? If yes, please specify. g. Average call duration Answer: We are unable to provide this information at this time. 75) Question: Are there a monitoring product / system currently in use? Is there in-house monitoring? Answer: The monitoring products utilized at CSN are Ellucian proprietary tools. 76) Question: How many different types of networks are managed? Answer: CSN maintains a homogeneous TCP/IP based network across campuses and remote locations. 77) Question: Is there a single window into all their physical assets (IT, network, communications, and server infrastructure)? Answer: No Page 13 of 23

14 78) Question: Is there a CMDB (Configuration Management Database) implemented? Answer: No 79) Question: How many infrastructure changes are planned per week / month / quarter / year? Answer: Changes to the infrastructure and system architecture are determined on an as need basis determined by resource utilization. CSN and the successful proposer will meet to discuss infrastructure changes. 80) Question: Describe the network configuration - Multiple sites, network configuration, redundancy, WAN connection, disaster recovery, topology, etc. Answer: CSN maintains a homogeneous TCP/IP based network across campuses and remote locations. 81) Question: How many applications have dedicated servers? Answer: Enterprise Software systems are hosted on a combination of individual virtual and physical servers as well as combined virtual and physical servers dependent upon resource utilization, access requirements, and security. 82) Question: How many applications have shared components across servers? Answer: Enterprise Software systems are hosted on a combination of individual virtual and physical servers as well as combined virtual and physical servers dependent upon resource utilization, access requirements, and security. 83) Question: Are there any applications supported by external service providers? Answer: The Learning Management System, PeopleSoft is managed primarily by NSHE System Computing Services. 84) Question: Installations a. How does your equipment come from your vendor (Dell)? Is it pre-configured or will we do the build? b. Are there images already built for each model? Page 14 of 23

15 c. What toolset do you utilize to manage your imaging and application deployments (SCCM, etc.)? d. What is the desired SLA from equipment ordering to desktop delivery? What is the desired SLA from equipment arrival onsite to desktop delivery? Answer: a. Ellucian onsite staff builds all images. b. Images are currently built for all existing systems, and are updated on an as needed basis. c. Ghost and Casper. d. CSN currently uses ITIL standards for SLAs 85) Question: Disposal. How are assets disposed? Answer: All assets are sent to the CSN Receiving Department and are disposed of according to NSHE Board of Regents policy. 86) Question: What is the expected frequency for the technology turnover/refresh? Answer: Technology refresh is usually performed every 4 to 5 years depending upon equipment type. 87) Question: Do you currently have a data back-up solution? Answer: Yes 88) Question: Do you currently have a disaster recovery plan? Answer: Yes 89) Question: What % of infrastructure has planned back-ups Answer: 100%. All production server and infrastructure systems are backed up. 90) Question: Are there RTOs (Recovery Time Objective) defined for your business applications, infrastructure, and business operations? How long can your business sustain without each? Answer: No, CSN cannot afford unscheduled downtime. Page 15 of 23

16 91) Question: Are there RPOs (Recovery Point Objective) defined for your business applications? How often should each function/application be backed up? Answer: No RPO s. 92) Question: Do you have transaction based replication? Answer: Databases are supported by transaction based replication. 93) Question: Do you have failover/clustering? Answer: Both active/passive and active/active clustering are used based on situations and uptime needs. 94) Question: Is the back-up solution locally hosted or is it hosted remotely (3rd party)? Answer: The backup solution is locally hosted. 95) Question: Is the backup solution also utilized for end-user data? Answer: User data stored on network resources are routinely backed up. Desktop data backup is available upon user need and/or request. 96) Question: Please explain your current asset management process. Answer: The current asset management process is a shared effort between CSN staff and Ellucian. Most of the accounting for and inventorying of college assets is performed manually. 97) Question: Do you have a centralized depot for your assets? If so, where is it located? Answer: The Ellucian staff at each main campus location maintains a on campus space for asset storage (rooms, labs, etc.). 98) Question: Are you open to moving this area to our depot? Answer: Please provide your approach in your proposal so that it may be evaluated by the RFP committee. 99) Question: Is there a current inventory list of number of devices? If yes, please provide. Page 16 of 23

17 Answer: Unable to provide this data. 100) Question: Do all assets contain serial numbers? If yes, please provide Answer: Yes, all assets have serial numbers. We are not able to provide a listing of serial numbers at this time. 101) Question: Do assets require systems integration to other systems? If yes, please provide. Answer: No asset integration required at this time. 102) Question: Is there current customized reporting in place? If yes, please provide. Answer: There is some customized ad hoc reporting though we will not be sharing it at this time. 103) Question: Will additional customized reporting be required for future use? If yes, please provide details. Answer: Custom report generation is determined on an as needed basis and is requested by CSN to support projects, meetings, and accountability. 104) Question: What specific type of asset information will be used for tracking? Answer: CSN uses both serial numbers and CSN property tags for asset tracking. CSN is currently considering the implementation of a RFID solution for asset tracking purposes. 105) Question: Is asset tracking of warranty and non-warranty assets required? If yes, please provide. Answer: CSN would expect the successful proposer to track this information. Current warranty/non-warranty information is not available. 106) Question: Is tracking of leased information required? If yes, please provide. Answer: CSN would expect the successful proposer to track this information. Current leased equipment information is not available. Page 17 of 23

18 107) Question: Is there a standard catalog users order from? If yes, please provide make and model information. Answer: CSN maintains a standardized equipment list for all technology purchases but there is not catalog. 108) Question: Will users be allowed to request component parts to replace themselves? Answer: No. This aspect of support is currently covered by onsite certified and trained staff. 109) Question: Will users be allowed to request new or replacement equipment or will the requests go through a service desk? Answer: CSN has a commodity approval process for most equipment, and are primarily requested through the central help desk. 110) Question: Will wireless/mobile devices need to be tracked? If yes, please provide MEID, SIM, account phone number, wireless plan and end user for each device. Answer: No, these are managed by CSN. 111) Question: Can we get a copy of the current asset management list? Answer: This data is not available. 112) Question: What are the total number of application error condition alarms/alerts per month? Answer: This data is not available. 113) Question: What are the number of data centers? Answer: CSN has one primary main data center and additional centers at each campus and remote locations. 114) Question: What are the total number of users for the proposed application support set? Page 18 of 23

19 Answer: CSN currently employees approximately 1,600 part time and full time faculty and staff and many thousand students utilizing the various applications in use at the college. 115) Question: Describe the application support work you see as fluctuating with client demands. Answer: CSN s support needs increase substantially during registration, beginning of semester, and end of semester timeframes. 116) Question: What are the total number of application dependent databases/type? Answer: Microsoft SQL 2000, 2005, 2008, 2008R2, and ) Question: What are the total resources supporting the application support arena today? Answer: There are onsite as well as contractor provided resources available for custom application design and database management. 118) Question: 400 Cisco Access layer switches: What Cisco access layer switch models are being used? Additionally, what software revision level is currently loaded on these devices? Answer: 12.2 on 3750 and runs IOS XE version ) Question: 4 core 6509 Routers: What software revision level is currently loaded in the 6509s? Answer: 12.2 on 3750 and runs IOS XE version ) Question: Cisco Call Manger 2700 VoIP phones across all campuses: What revision level is the Call Manager on? Answer: Version 7 121) Question: What firmware load/revision level are the handsets on? Answer: G.722 Page 19 of 23

20 122) Question: Is it possible to obtain the serial numbers for the access layer switches and routers? Answer: This data is not available. 123) Question: Under User Services, Page 3 of 19, Computer Lab Management (page 4), it indicates Staff and Supervise up to 75 part-time CSN contracted employees. Are the 75 part-time CSN contracted employees included within this Scope of Work / Contract? Could these be (fewer) full-time equivalent staff rather than part-time or some variation thereof? Answer: Currently CSN employs the lab assistants and Ellucian provides full time management of the labs and lab staff. 124) Question: Will the incumbent, Ellucian, remain on-site in a contractual capacity beyond the award of a contract resulting from this RFP? Answer: This has yet to be determined and will based on the ease of transition should another firm be selected. 125) Question: The Help Desk section on Page 3 indicates 80,000-85,000 contacts made each year, is there a breakdown as to how many of these were resolved at a tier-1 level (over the phone), versus a desktop / user services dispatch required? Answer: This data is not available. 126) Question: Strategic Services, page 3, indicates IT planning and overall support for CSN s strategic plan. Does an IT Project Roadmap currently exist that can be released to add illustration to these requirements in terms of future staffing and skills requirements? Answer: This data is not available. 127) Question: Reference User Services, Computer Lab Management a. Who do these seventy-five (75) part time CSN contracted employees report to? The Contractor or CSN? b. What are the locations of the six (6) campuses? c. Does CSN provide any vehicular support or is that the Contractors responsibility? Page 20 of 23

21 Answer: a. Ellucian (contractor) b. c. CSN provides transport vehicles for contractor use. 128) Question: Reference User Services, Computer Lab Manager - Is this Computer Lab Manager a CSN or Contractor employee? Answer: Contractor s employee. 129) Question: Reference User Services, All Desktop Support, Imaging and Interaction - Support to what level? Answer: All desktop images and deployment along with support after deployment are handled by Ellucian employees. 130) Question: Can the contractor assume that the instructors have a basic, intermediate or advanced level of understanding of available systems? Answer: The level of understanding of systems varies greatly by system and instructor, from no knowledge to expert knowledge. It is expected that the successful proposer to provide excellent support to instructors of varying technical capabilities. 131) Is software design required or is MS Office the norm? Answer: MS Office is the standard office productivity platform. 132) Question: Reference Academic Technology Services, Support of Classroom Technology - Is the Contractor provided with storage/work space at all campuses? Answer: There is work and storage space available at the three main campuses (Charleston, Cheyenne, and Henderson). 133) Question: Reference Academic Technology Services, Forty (40) Mobile Smart Carts - Are the mobile carts spread across all campuses? Answer: The carts are distributed across the three main campuses (Charleston, Cheyenne, and Henderson). Page 21 of 23

22 134) Question: Reference Academic Technology Services, Support of Events On and Off Campus What is the distance from the Cheyenne Campus to the off campus venues? Answer: These events can be anywhere within the Las Vegas valley. 135) Question: What type of equipment is required to support these on and off campus events? Answer: Some examples of equipment used to support these events might include: wired and wireless microphones, mixing board, speakers, laptops/desktops/monitors, LCD TVs, Crestron and Extron equipments 136) Question: Reference Enterprise Applications, User Services Checklist - Will the Ellucian's User Services Procedures be shared with other Contractors? Answer: This will be determined as part of any possible transition to another firm. 137) Question: Reference Supplied Applications (Externally Purchased: Supported & Maintained by Ellucian) Were these applications purchased by Ellucian with CSN funds and therefore belong to CSN and will remain with CSN irrespective of the Contractor? Answer: The help desk, incident tracking, knowledge management, request tracking, and network monitoring systems/applications are provided by Ellucian. The successful proposer will be expected to propose their own solutions to these systems/applications. All other systems were acquired with or are supported by CSN funds and are CSN property. 138) Question: Were these applications purchased with Ellucian funds not provided by CSN and therefore these applications belong to Ellucian and will not transfer to a new Contractor if that be the outcome of this new contract? Answer: Reference the answer to question ) Question: Per the information provided in the RFP Sunguard Collegis/Ellucian has held this contract since December What are the historical expenditures to support this contract for the last nine (9) years? Answer: The amount spent with Ellucian (formerly Sunguard Collegis) in support of the College of Southern Nevada since 2005 through the present is $49,788,757. The Page 22 of 23

23 structure of the contract has changed over time, thus the dollar figure above represents the adding and removing of specific services and the support by Ellucian of large scale projects for the college. 140) Question: What is for expected or forecast expenditures on this contract for the life of this contract? Answer: The costs associated with support of CSN will be negotiated with the successful proposer. 141) Question: When does CSN expect the new contract to be in place and the incumbent, Ellucian, or the new Contractor begin work? Answer: There is no set timeframe for the negotiation and execution of a contract though it is anticipated this process will be concluded by July or August ) Question: Does CSN have a planned transition time set up for a transition from Ellucian to a new Contractor if that be the outcome of this new contract? Answer: A transition plan will be coordinated and discussed with the successful proposer. ALL OTHER TERMS, CONDITIONS AND SPECIFICATIONS OF THIS REQUEST FOR PROPOSALS REMAIN THE SAME. Page 23 of 23