Application Management and Support

Transcription

1 Application Management and Support G-Cloud Service Definition 2014 CGI IT UK Limited All rights reserved December Seventh Floor, Kings Place, 90 York Way, London, N1 9AG

2 Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and managed services. With 68,000 professionals in 40 countries, CGI has an industry-leading track record of delivering 95% of projects on-time and on-budget, aligning our teams with clients business strategies to achieve top-to-bottom line results. PROPRIETARY AND CONFIDENTIAL The information contained in this document is confidential to CGI and/or CGI group companies. This document shall not be reproduced in any form or by any mechanical or electronic means, including electronic archival systems, without the prior written approval of CGI. By publishing this document on the Digital Marketplace CGI has given its consent for it to be publicly available however CGI does not consent to the information contained within the document being copied, modified or reproduced in any way other than for the purpose of evaluating CGI s proposition as part of a Customer purchasing process. Please note that the reproduction or the distribution of this document for any other purpose is strictly forbidden. The receiving party may use this document and the information contained in it for the purpose of evaluating CGI s proposition only. This proposition is subject to contract and shall not be binding unless and until execution by CGI and the contracting body of a final agreement in relation to the proposition containing the terms and conditions that will govern the relationship between the parties. Any final agreement is conditional (inter alia) upon due diligence and customary business investigations where necessary by CGI. The results of such due diligence and/or investigations may impact upon content of this proposition, including the business structure, business terms and financial arrangements. If you have received this document by any means other than via the Digital Marketplace, as part of a Customer evaluation process or as a CGI communication mistake note that the reading, the reproduction or the distribution of this document is strictly forbidden. You are hereby requested to inform us by telephone at and to return this document by special delivery marked for the attention of Simon Telfer. Except where indicated otherwise or where they are associated to CGI partners, all names, trademarks, logos and brands (registered or not) referred to in this document, are the property of a company in the CGI group or its licensors. The information in this proposal is submitted in December 2014; on behalf of CGI by the following authorised representative: Simon Telfer Cloud Programme Director CGI IT UK Limited Seventh Floor, Kings Place, 90 York Way, London, N1 9AG Tel: CGI IT UK Ltd 2 of 24

3 Table of contents Foreword G-Cloud adoption is continuing across public sector with new suppliers, technologies and service delivery models gaining an increasing impact with each release. At the same time, the take up by central government is building the confidence of local public sector organisations to buy and deploy IT services and solutions more flexibly and cost-effectively. Since our last G-Cloud submission we have achieved appropriate assurances to connect our cloud services to PSN; and have migrated several departmental services, which require this high level of security. We are continuing to listen, invest in and enhance our capabilities, to provide the levels of performance and hybrid integration which the rapidly expanding marketplace demands as the new model of service disaggregation is understood. Our services are still based on the principles of ready to go design, which we have found to be successful in helping clients understand their TCO and make the decision to move to Cloud with CGI. SME Accelerate Secure Government Cloud CGI Commercial Cloud Platform as a Service Software as a Service Open Source Delivery Cyber Security Operations Centre Mobility Service Desk Cloud Adoption Our SME programme now includes over 130 partner organisations that we are actively and successfully working with across CGI and offering services through G-Cloud. Architected to best practice standards, the SGC has received sufficient assurances for connection to PSN Protect (encrypt domain). Using the SGC reference architecture but available with connection to the internet for public facing services. Our PaaS portfolio is growing with middleware services to enable the growing requirements of emerging data, hybrid and disaggregated solution and cloud architectures. Our SaaS portfolio includes technologies which traditionally have a high cost of entry but are made significantly more accessible using G- Cloud. This includes Multi Agency Safeguarding Hubs (MASH), Information Exchanges, Document Management, Case Handling and Productivity. We have propositions from our Open Source capability which includes a service for continuous delivery through DevOps methods. Services from our UK-based Cyber Security Operations Centre (SOC) include Protective Monitoring and Proactive Threat Detection. Secure and tablet and connectivity solutions, which use virtualised walled garden architecture access for ios, Windows and Android devices. We have maintained our 5-star accreditation from the Service Desk Institute with improved scores, and remain the only externally facing service desk across the globe with this level of industry recognition. Any decision to move to cloud includes consideration of service models, networks and adherence to Government Security Classification guidelines. Our adoption services provide support for the end-to-end transition from legacy to flexible and responsive cloud architectures CGI s services combine the innovation of a leading provider of Cloud services to governments across the globe, with the surety of an IT provider who has been at the heart of UK government for 40 years. Our propositions are described through the Cloud Service Catalogue as illustrated below, which outlines the 2014 CGI IT UK Ltd 3 of 24

4 Table of contents completeness of our commitment and service accountability across market-leading solutions from CGI, our SME community and partners. High Level Overview of CGI's G-Cloud 6 Catalogue CGI delivery teams have embraced the principles of Cloud and continue to develop our propositions across all capabilities and technologies. Our ambition is epitomised in the e-carelogic SaaS solution, where we have re-architected an integrated health solution to the secure Cloud; bringing the benefits of agility and utility pricing to a historically traditional integrated health record management market. We look forward to continued working with the community of public sector customers, partners and suppliers in G-Cloud which have established G-Cloud as the most exciting, dynamic and accessible IT framework across the globe CGI IT UK Ltd 4 of 24

5 Table of contents Table of contents 1 Overview 6 2 Information assurance 9 3 Backup/restore and Disaster Recovery 10 4 On-boarding and Off-boarding 11 5 Pricing 13 6 Ordering and invoicing process 14 7 Service management 15 8 Service constraints 17 9 Service Levels Training Termination terms Data restoration / service migration Consumer responsibilities Technical requirements Trial service CGI IT UK Ltd 5 of 24

6 Overview 1 Overview Driving business growth depends on the effective use of applications to capture information and use it to deliver the best possible business services. Enhancing the performance and value of applications, however, is no easy task especially with tight IT budgets, increased IT complexity, time-to-market pressures and changing business requirements. CGI Application Management Services (AMS) can help. Providing AMS is at the very core of our business with a team of over 28,000 employees working for our clients across four continents. We are ISO9001 certified and many of our Global Delivery Centres are CMMI accredited. Our AMS team has the expertise, skill, solution and quality needed for the support of Enterprise, COTS and Open Source Applications. Our approach combines deep industry and domain expertise with Application Lifecycle Management (ALM) competencies including Build, Run and Evolve. We take on the on-going support of existing applications rapidly and without disruption of service, and then work with our clients to increase the value of outsourcing the AMS to their organisations. We also work with our clients to establish AMS for newly implemented applications and business systems. Our AMS Cloud solution is based on the principles of creating a cost effective, increased quality, risk free and an overall sustainable solution. Reusability of processes, tools and flexible use of our local and global skills pool differentiates our services from other service providers. We currently deliver AMS to more than 2000 government organisations globally and in, in the UK, we deliver AMS to organisations such as the Crown Prosecution Services, Ministry of Justice and a number of local government county and borough councils. Our experience in delivering AMS forms the backbone of our engagement from the initial onboarding of end users through to steady sate delivery and on-going innovation. We can confirm that this proposition either delivers to or supports the principles of Cloud services including NIST definitions and characteristics. 1.1 Functional Our framework for providing AMS is ITIL based and typical services we offer to our clients include but are not limited to the following: Application Incident Management and Support The prime objective of Incident Management is to minimise the impact of support events on the business. Most often this means our first and second line support teams restore client's applications/systems as close to normal as possible as quickly as possible. Calls are referred to our Problem Management or a Third Party as applicable. Our Incident Management services also include dealing with service requests and advice and guidance calls Application Problem Management This includes incident trend analysis to identify recurring incidents and problem issues, so that they can be resolved and therefore reduce the overall number of incidents. Our third line support team performs Root Cause Analysis for identifying and fixing underlying causes and suggest recommendations for Change. These recommendations contribute to the overall on-going Service Improvement Plan Application Change Management CGI's Change Management processes is our ITIL aligned methodology for managing bug fixes, patching and minor enhancements right through to major enhancements, upgrades and major change projects. This includes assessing the impact, risk and resource requirements and creating plans and approval functions for implementation CGI IT UK Ltd 6 of 24

7 Overview Application Release Management CGI manages application and system releases with the key focus of protecting the live environment and its services. Our process handles complex releases such as software patches, legislative changes and project releases within the overall agreed Change Management Process Application Configuration Management CGI AMS works with clients and their IT teams to maintain a Configuration Management Database (CMDB) for the in-scope applications. From an AMS perspective, this includes configuration planning, control, identification, accounting, verification and audits Application Capacity Management CGI's AMS supports the Infrastructure teams in Capacity Management process by using the BMC toolset at an application level. At the heart of our Capacity Management initiative is a goal to provide the required resources to facilitate business demand at a cost-effective level Application Run and Operate For an effective AMS it is imperative that potential problems are identified and resolved before they surface and impact on users. CGI deploys tools such as BMC for Application Performance Management and processes for proactive and preventative maintenance of applications. Efficient housekeeping of spool directories, print files, system logs and historical data is carried out in accordance with best practices and current guidelines Application Source Code Management Depending on the owner of the source code, the AMS team assists with version control of source code, source code maintenance and ensuring the integrity of source code, history, tracking status and relationship to previous versions/ sub versions Knowledge Management The AMS team maintains knowledge in the form of up-to-date documents and procedures for the delivered services in structured folders within MS SharePoint. This ensures easy access for approved staff and enhances communication between team members supporting client specific processes and applications Testing The AMS team with support from our Testing Practice can offer a full range of testing solutions (Unit, Integration, Regression, Performance, Stress, Load, Benchmarking and Resilience). All tests undertaken by our teams are conducted in agreement with the client and pre and post change test results are documented and so that the client can sign off the testing activities as they are completed. 1.2 Non functional Skills and Capabilities CGI's people agenda is to ensure that we hire and retain the right person for the right job and this process applies not just when we appoint individuals to key strategic, operational and technical roles, but also in our recruitment of the best graduates from the best universities. CGI has the people and skills with years of experience in delivering AMS in almost all industry recognised technologies and platforms. We have in excess of 4,000 Java, 3,000 IBM and 4,000 SAP experts worldwide and many others skilled and experienced across today's entire range of specialist software and 2014 CGI IT UK Ltd 7 of 24

8 Overview applications. Our development programme ensures that our staffs are trained in the latest technologies and industry practices and we actively encourage and expect our staff to achieve industry and technology accreditations Technology Affiliations CGI's AMS teams works closely with our technology alliance partners for delivering services to our clients and our teams hold certifications such as Siebel Certified Consultants, Oracle Certified Developers and SAP Certified Experts. CGI also holds partner alliance certifications such as Oracle Platinum Partner, SAP Global Service, Alliance and Consulting Partner and Microsoft Gold Partner - Portal and Collaboration. We have Technology Alliance Directors working in close association with all major software providers in order that we can pass on the benefits of these relationships directly to our clients. 1.3 Case Studies Crown Prosecution Service The Crown Prosecution Service (CPS) is responsible for prosecuting criminal cases investigated by the police in England and Wales. CGI is fully responsible for the delivery of all IT services to the CPS and provides Application Management and Development services for the CPS Case Management System (CMS), finance, HR and payroll systems. We deliver our services with a blended distribution of resource between on-shore and off-shore staff and services are being delivered in accordance to the agreed service levels. The CPS technology landscape continually changes and evolves with legislative changes and CGI works in partnership with CPS to deliver these changes. To minimise the risks and issues associated with constant change, we work closely with the CPS to make best use of its investments and to map out how the evolving business can harness technology. Particularly with organisations such as the CPS our approach to security and data protection has become increasingly complex as users and the general public become more aware of the vulnerability of information held electronically. Security remains central to everything we do on the programme, with the Security Manager and the Service Delivery Manager working to ensure the service continues to comply and remains robust through the selection, monitoring and reporting of controls. Ministry of Justice (MoJ) CGI has been working as a partner with the Ministry of Justice since 2006 to provide AMS, Applications Development and Infrastructure services. The applications are used by some 30,000 staff and external users and CGI delivers application support to MoJ Oracle environments and a broad range of technologies and tools such as Java, SQL Server, VMware, MS Access, EMC Documentum and Opentext LiveLink. We also support a number of MoJ's public facing online web applications such as Monetary Claims On-Line (MCOL) ensuring optimal performance and stability. Our services include responding to application incidents, resolving problem calls and bug fixes, application preventative and housekeeping tasks, configuration and knowledge management. In addition, our Application Service Team helped redesign the MCOL application to handle the step increase in the volume of traffic and integrate it into the new UK Government Gateway for Just in Time registration and authentication of users. Robust Security Management that complies with the MoJ s security requirements is significant given the sensitive nature of the case information used in the courts and tribunals and the wider criminal justice system. All of the applications run securely at the appropriate classification level CGI IT UK Ltd 8 of 24

9 Information assurance 2 Information assurance CGI uses our Management Foundation including our Integrated Management System (IMS) for information assurance. These IMS processes are independently certified to BS/EN/ISO 9001:2008 and within the UK we additionally have TickITplus certification. CGI is committed to retaining our current range of UK-based certifications and will extend these to meet client expectations as required. The CGI Management Foundation design allows incorporation of best practice from across all of our Public Sector and Commercial engagements. Our accreditations include: ISO9001, ISO27001 and ISO20000 TickITplus, CMMI-Dev+IPPD v1.2 Maturity Level 3 rating ISO/IEC 27001:2005 Audit and Certification SSAE 16/ISAE 3402 Attestation E.U. Data Protection Directive - (95/46/EC). All information is held at the appropriate security level for the service. CGI hosted services can be provided at any level defined in the new Government Security Classification (GSC) policy with the appropriate assurance. Information Principles for the UK Public Sector supported and documented? CGI recognises the UK Public Sector information principles which are fundamental to the efficient and effective delivery of public services. Where we store and manage government information in our G-Cloud services we aim to ensure that it is appropriately protected and available to exploit. Through this we would aim to maintain and, depending on the particular service purchased, enhance the quality of the information stored in a standard manner that enables its re-use. Where the selected services require it, we would engage positively both to support the buyer in the publication of public information and to support them in the access of information by citizens and business. Government ICT Strategy and Greening Government ICT Strategy supported and documented? The design and delivery of our Cloud-based SaaS offerings is consistent with the principles of the Greening Government ICT Strategy. Scalable, Cloud-based services allow pooling of capacity across multiple customers, reducing overall hardware requirements. These are further reduced through virtualisation, which has delivered up to a 90% reduction in server numbers and power consumption for some of our services. We select modern, energy efficient servers, storage and network hardware and have also invested heavily in improving the energy efficiency of our data centres. This includes initiatives such as free air cooling, aisle containment, power supply upgrades, lighting controls and power management and monitoring software. In the UK, electricity for our data centres is sourced from renewables, which is also the case for many of our third party hosting providers. We closely manage the impact of IT hardware throughout its lifecycle, aiming to optimise refresh cycles to balance in-use carbon savings of newer, more efficient hardware against the carbon impact of its manufacture. At end of life, we also ensure responsible disposal through resale or recycling of old hardware wherever possible. Our sustainability performance has won widespread recognition, including our listing on the Carbon Disclosure Leadership Index for four consecutive years and our certification under the Carbon Trust Standard CGI IT UK Ltd 9 of 24

10 Backup/restore and Disaster Recovery 3 Backup/restore and Disaster Recovery 3.1 Backup/restore CGI's AMS teams works closely with the client and its infrastructure providers to implement effective backup and recovery strategies and processes. The application backups are the responsibility of the hosting provider and CGI's AMS team works closely in ensuring that the frequency and the backup policy meet the application business requirements. In a scenario when an application is restored from a backup, CGI's AMS teams checks application version, status, functionality and performance prior to releasing the system for business use. CGI will be pleased to discuss details on the backup and restore tasks as part of the on-boarding process. 3.2 Disaster Recovery The Disaster Recovery process is implemented by the client's infrastructure provider. CGI's AMS team works closely with the Infrastructure Management team in establishing the application fail-over mechanism, restarting of application executables, testing application functionality and ensuring optimal application performance upon recovery. CGI will be pleased to discuss details on disaster recovery requirements as part of the on-boarding process CGI IT UK Ltd 10 of 24

11 On-boarding and Off-boarding 4 On-boarding and Off-boarding 4.1 On-boarding CGI's AMS on-boarding process focuses on establishing an Application Roadmap for each client, and the on-boarding journey is supported by three key phases as described below: Service Strategy Service Design Service Transition. Service Strategy Service Design Service Transition Includes understanding client's application portfolio, current and future demands and challenges associated with service provisioning, as well as the Application Pipeline, Catalogue and areas for Application Rationalisation. ITIL aligned services are designed based on the strategy and service levels agreed with the client ensuring we deliver a flexible, reliable and cost effective service. The design phase also focuses on ensuring CGI has the necessary capacity and capabilities to deliver the agreed strategy. The service transition phase of the on-boarding process focuses on establishing the service delivery capabilities for assets and applications to be supported by CGI. This includes transfer of staff, assets and applications from the client team or third Party to CGI staff and setting up of the application connectivity or hosting applications (where applicable). In this phase a client contact methodology is agreed (often this is our Service Desk) and a governance team established to ensure strategic and operational success of our engagement. Each on-boarding engagement is led by an Account Manager supported by a team comprising of Service and Application Architects, Transition Managers and Service Delivery Managers. This ensures that the application management vision developed during the on-boarding phase is also achieved during the delivery phase. From CGI's previous engagements involving on-boarding clients we recognise the following risks and have robust mitigation plans as described below: Risk Description Mitigation Complexity Business Impact Multi-Vendor Integration Service Initiation Vast application portfolio based on different technologies, architecture and supporting various business activities. Application supporting critical business activities and disruption of which could cause loss of revenue and threaten reputation. A multi-vendor environment with interlinked activities and dependencies. Complex applications and vendor environment requiring skilled and As part of strategy and design phase a full application journey is established per application with detailed plans to be executed during transition and on-going support. Application function and relationship to the business are fully understood. A detailed contingency and containment plan is established to ensure minimal or no impact to business during transition and on-going service. The three phases described above capture information on all the vendors within a client ecosystem and establishes a RACI matrix which is agreed by all parties. This ensures a clear demarcation of activities and touch points. CGI has in excess of 68,000 experienced resources to support our clients through all 2014 CGI IT UK Ltd 11 of 24

12 On-boarding and Off-boarding Case Study - Ministry of Justice experiences resources to set up, initiate and deliver the services. phases of our engagement. CGI has been working as a partner with the MoJ since 2006 and signed a 536M five year contract in 2011 to provide Applications Management, Applications Development and Infrastructure Management services. The MoJ has more than 80 business critical applications being delivered by 40 suppliers and used by 30,000 geographically dispersed staff across England and Wales and external users across the Courts, Tribunals, MoJ headquarters and arms-length-bodies including the Office of the Public Guardian and the Office of the Official Solicitor. We took on-board over 100 applications from three suppliers running across five data centres in a period of 18 months. These included applications ranging from Microsoft client/server applications with 20 users to complex seven tier Java EE applications with over 15,000 users across 300 sites. The MoJ s key success factors included reducing budget targets and increasing service expectations from the public. We brought business and technology insights from our time with the Ministry, the Criminal Justice System and our technology knowledge trends to help the MoJ on its transformation journey. Case Study - Canada Post Canada Post Group (CPG) delivers 11.6 billion messages and parcels annually to 15 million addresses across Canada, posting $7.5 billion in revenue, processed through 22 major plants and many other sorting facilities. With the need to optimise costs, increase the value of information processing and to reach the highest standards of speed and quality, CPG determined a partnership with an information technology leader. To accomplish these objectives, CPG and CGI entered into a joint venture agreement and formed Innovapost. CGI on-boarded 12,000 end users and now manages the Applications landscape including 5 different SAP environments, 40 SAP instances, 200 applications interfaces and a SAP environment SAN of 65 TB data (the largest database of three TB) providing services to more than 600 sites across Canada. 4.2 Off-boarding Our approach to the Off-boarding of incumbent services is based on the following five principles: Focus on maintaining uninterrupted business operations throughout Building robust relationships with the new Supply Chain staff and enabling effective communications across the supply chain Effectively embedding the on-boarded supplier whilst managing a smooth transfer of services from the outgoing suppliers Managing people change effectively and with care and openness Ensuring the benefits of the new supplier are tracked and delivered. For clients with vast application portfolio supported by multi-vendors we support on-boarding and offboarding of individual or a sub-set of applications CGI IT UK Ltd 12 of 24

13 Pricing 5 Pricing The service is priced on a Time and Materials basis with the rates available on our SFIA rate card. The typical day rate for this service is 625. This price is based on our existing UK contracts of average complexity and will be validated as part of the call-off process. All prices quotes are excluding VAT. The price is valid for a period of 12 months from the Effective Date of the Framework Agreement. CGI reserves the right to amend the charge after this period. Prices and Service Descriptions are subject to the G-Cloud Supplier Terms and Conditions CGI IT UK Ltd 13 of 24

14 Ordering and invoicing process 6 Ordering and invoicing process Direct guidance from Government Digital Services (GDS) on the overall ordering and invoicing process for G-Cloud can be found here in the Digital Marketplace Buyers Guide: All CGI entries on the G-Cloud have a pre-agreed contract with Government to supply the service, thereby simplifying and streamlining the procurement process. A full copy of our standard terms and conditions can be found in the Digital Marketplace next to our Service Description Document and these are applicable in conjunction with the GDS Framework Agreement and Call-Off Contract. Once you have selected the service you require and notified CGI, a CGI Client Account Director will contact you to progress the requirements. The Client Account Director will jointly agree with you the scope and price of the solution. Within the on-boarding we will set up the service and guide you through the necessary contractual steps and procedures. CGI will also supply you with the pre-agreed Management Information reports on the performance of the service and resolve any issues. The invoicing procedures will be established at the initiation of the service and CGI will request necessary information including: address details for the receiver of our invoices A purchase order number Specific billing requirements. CGI will provide a monthly invoice for all services purchased through the Digital Marketplace which will detail the agreed price. Invoices are payable within 30 days. All ordering and invoicing for CGI services is via our proven and efficient procedures which have been used extensively for government frameworks. The process is standard across all of our Digital Marketplace service propositions for maximum efficiency. For ordering CGI services, please contact your CGI Client Account Director or contact us via gcloud@cgi.com CGI IT UK Ltd 14 of 24

15 Service management 7 Service management The overall accountability for the relationship with the client lies with CGI s Executive Sponsor and CGI Account Manager and they provide strategic governance to the service working closely with the client's Senior Executive team. The purpose of this team is to ensure that the relationship is healthy, the service is delivering, the governance model is working, and best practice is being applied. At a tactical level, CGI's solution will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA). A Service Delivery Manager (SDM) will be responsible for overseeing delivery against all service levels and is primarily responsible for ensuring that the service continues to meet client's needs and service levels. The SDM also acts as the key Single Point of Contact (SPOC) for discussions concerning strategic issues, additional requirements and gathering information on relevant new products and technologies. At an operational level the Service Provision Manager (SPM) will also be assigned to manage the day-today service. The SPM will be responsible for managing the integration between CGI teams and subcontractors making sure that any requests for service are directed to the appropriate support consultant and resolved as per agreed operational level agreement. Figure 7-1: CGI Service Management Model Service System and Process - CGI's IT Service Management system is based on the Remedy system and is aligned to the latest ITIL recommended processes enabling us to drive efficiencies through standardisation, reduce costs and to deliver the same consistently high quality of services to all our clients, big or small, local or global. Service Reviews and Reporting - Our approach to service delivery means that CGI continually monitors the service provided and reports this information as agreed with the client to provide full visibility of the service being received. These reports give a summary of the actual support usage and provide details concerning the status of calls, duration of time spent on each call and our performance against the agreed service levels. The reports also provide a picture of how the service is being utilised and may help to provide early warnings of recurring issues or training needs. Formal service reviews will also take place as agreed with the client and the purpose of these reviews is to ensure that the service is at least meeting requirements and also to pick up on immeasurable areas that can lead to dissatisfaction and service improvement opportunities. Continuous Improvement Initiative - Our Service Management team identifies improvement initiatives throughout the term of the contract starting with the initial application take-on where we will identify specific areas to improve and prioritise these with the agreement of the client. Improvements identified at 2014 CGI IT UK Ltd 15 of 24

16 Service management this stage where possible will be incorporated in the application Transition Plan and others included in the Service Improvement Plan to progress during the course of our service CGI IT UK Ltd 16 of 24

17 Service constraints 8 Service constraints The following attributes of our service and variants available will be discussed during the call-off process. CGI will be pleased to discuss client specific constraints and options available. Attribute Standard Optional Variants Location UK Offshore and Nearshore staff can be provided should security restrictions permit Welsh language services Service Hours Application Management Team Standard Hours CGI's Dedicated or Shared Service Staff. CGI's Service Management Team. Extended Hours 24x7 including Public Holidays TUPE staff. Technology All commonly used programming languages and software. Support for esoteric software and programming language depending on knowledge transfer. Service Desk CGI Service Desk Client or third Party Service Desk ITSM Tool CGI BMC Remedy Client or third Party ITSM tool CGI IT UK Ltd 17 of 24

18 Service Levels 9 Service Levels CGI recognises that the approach to managing the service and relationship with clients is key to the success of our on-going service. CGI is able to offer the comfort that, as well as having a structured methodology, our solution will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA) tailored to client requirements which will be regularly reviewed. 9.1 Availability CGI will be responsible for ensuring applications are available for use according to the conditions of the Service Level Agreements (SLAs) and in a cost effective manner. Based on your requirements we will work with all relevant stake holders to analyse, monitor, and report on aspects of the design, implementation, and management of all applications/components which are in-scope of the AMS which affect availability. Planned downtimes (maintenance breaks) will be excluded from the measurement calculations of availability. 9.2 Support hours The standard CGI service is provided Monday to Friday 8am - 6pm excluding UK Public Holidays. The service operating hours can be optionally extended to suit an individual client's requirements, up to a full a 24x7 service including public holidays. 9.3 Severity definitions Service Level Description Action Response / Resolution Priority 1 - Critical Problem Affecting an entire service, a large number of End Users or critical business process. Fix Problem or Supply workaround One hour Response Time Four hours Resolution Time Priority 2 - High System or data problems affecting a large number of end users Fix Problem or Supply workaround One hour Response Time Two days Resolution Time Priority 3 - Medium The system is operating in a degraded way, but which does not have a significant adverse effect on operations. Fix Problem or Supply workaround One hour Response Time Seven days Resolution Time Request for information:- Priority 4 - Low A minor agreed problem exists in the system, which has no significant effect on operations. An end user has chosen to execute a transaction in a manner not recommended. Fix Problem or Supply workaround One hour Response Time 30 days Resolution Time. Request for information or advice or agreed service requests. Other calls not related to a fault CGI IT UK Ltd 18 of 24

19 Service Levels 9.4 Service level payments Service Level Payments will be agreed on a case-by-case basis according to the optional variants included in the services CGI IT UK Ltd 19 of 24

20 Training 10 Training CGI has a specialist training team with expertise in delivering online, remote and classroom based training. Depending on the type and the subject of the training required, CGI can suggest the most effective methodology. Training can be delivered as an optional variant should it be required CGI IT UK Ltd 20 of 24

21 Termination terms 11 Termination terms Given the nature of this service, we do not anticipate that the client should want to terminate the services, however, were this to be the case the terms of the G-Cloud supplier terms and conditions shall apply. 12 Data restoration / service migration Not applicable CGI IT UK Ltd 21 of 24

22 Consumer responsibilities 13 Consumer responsibilities CGI will work with the consumer to define and design the service strategy and tailor it to meet unique requirements. During this definition period, detailed responsibilities will be agreed across the supply chain. Typical consumer responsibilities include: Ensure that all third parties will support a multi-supplier environment and that all parties agree to collaborate in a constructive manner Use its reasonable endeavours to provide CGI with access, during agreed hours, to appropriate members of its staff, as such access is reasonably requested in order for the CGI to discharge its obligations Provide sufficient and suitably qualified staff to fulfil its roles and duties Use its reasonable endeavours to provide, as soon as reasonably practicable, such documentation, data and/or other information that CGI reasonably requests that is necessary to perform its obligations provided that such documentation, data and/or information is available to Consumer and is authorised for release Procure for CGI, as soon as reasonably practicable, such agreed access and use of Consumer s premises, facilities, including relevant ICT Systems as is reasonably required for CGI to comply with its obligations, such access to be provided during Consumer s normal working hours on each Working Day or otherwise as agreed by Consumer (such agreement not to be unreasonably withheld or delayed) and Where the Consumer is required to make a decision or exercise any discretion in relation to any deliverable or artefact requiring Consumer acceptance, it shall act as soon as reasonably practicable CGI IT UK Ltd 22 of 24

23 Technical requirements 14 Technical requirements Technical requirements will be identified at time of on-boarding and discussed as part of the call off process. 15 Trial service Not applicable CGI IT UK Ltd 23 of 24

24 2014 CGI IT UK Limited All rights reserved December 2014 Seventh Floor, Kings Place, 90 York Way, London, N1 9AG