Questions and Answers

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2 Questions and Answers 1) EfficiencyOne currently has redundant and diverse Dark Fibre links connecting the main office and their colocation facility. Will it be a requirement to maintain this architecture, and if so will it be a requirement of other proponents as well? Answer: No, the service and functionality enabled by dark fiber is representative of the capacity, it is not required as long as defined service levels can be achieved regardless of the data delivery technology. 2) Does Cellular support only include Active Sync or does it also include Setup? Answer: Primarily backend active sync support, but device configuration assistance will be required in the form of scripted instructions with desktop as a backup for exceptions. 3) What are the total number of BYOD and EfficiencyOne cell phones? Answer: Approximately 60 devices - 75% BYOD and 25% EfficiencyOne owned devices 4) Please clarify the responsibilities denoted by the following: 24x7x365 Managed Security for intrusion detection, Voice Phishing, Caller ID impersonation, Spam of Internet, sniffing, eavesdropping and Toll fraud. Answer: Responsibility extends to include the application of industry best practice prevention of the stated threats utilizing solutions available by enabled/installed technologies. Disaster Recovery (DR) Questions 5) Are we assuming an existing DR plan? If yes: Can we have a copy of the Customers DR plans and CMP? Can we have a copy of the DR test results? 2

3 Answer: No business continuity and DR plan currently exists, however EfficiencyOne BC & DR will be defined in the 3/4 th qtr ) Is this DR based on the customer having completed a BIA? Or has the customer just decided that this service is critical and requires DR? Answer: The BIA will be completed as part of the work to inform the BC/DR plan 7) Is this a HA recovery or conventional tape recovery? Answer: It would be up to the service provider to choose a solution that would satisfy the agreed to SLA. 8) What is the proposed hardware configuration? Answer: See included tech spec for current environment details. Please note proposed solution does not have to match current configuration. 9) What is the proposed network? Answer: See included network diagram for current details. Please note proposed solution does not have to match current configuration. 10) What is the backup solution, (Tivoli, Veritas, Unicenter, other) Answer: Current solution should not be relevant to response. Backup solution must meet satisfy SLA s. 11) Where do you store the backups for DR? How long does it take to recall and ship tapes? How long does it take for media to reach the recovery location? Answer: Current solution should not be relevant to response. The recovery response must satisfy SLA s. 12) Will SAN be required? 3

4 Answer: We currently own our own SAN, again how you propose to satisfy the requirements is up to the respondent. 13) Where will backup solution be support from? Answer: Again, how you propose to satisfy the requirements is up to the respondent. 14) Where are Tier 1, 2 and 3 support teams located? Answer: Currently located in Halifax. 15) Are hardware costs for internal recovery costs included in the cost model? Question was clarified during Clarification meeting as Requirement for DR plan to be Production or Non-Production based Answer: Not known at this time, need to further define DR plan. 16) Are facilities costs for internal recovery costs included in the cost mode? Question was clarified during Clarification meeting as Requirement for DR plan to be Production or Non-Production based Answer: Not known at this time, need to further define DR plan. 17) Who owns/manages the relationship with the third party vendors? Answer: Currently both EfficiencyOne and current service providers manage 3 rd party providers. Going forward the 3 rd party relationships will be managed by the successful respondent to this RFP. Deskside Questions 4

5 18) What are the expected hours of support for local Desk Side? Answer: Frequency for onsite support will vary from 1-2 days per week depending on activity. Current service provider is onsite two partial days a week. 19) Is 24/7 onsite/deskside presence required if yes, please clarify why this is required and confirm if on-call after hours is acceptable? Answer: Not required 20) Is 24/7 onsite/deskside presence required if yes, please clarify why this is required and confirm if on-call after hours is acceptable? Answer: Not required 21) Do you require VIP support during or off hours, if so please provide further details of required service? Answer: Service after hours is defined in the RFP requirements along with representative SLA s. There is an expectation that a resources will be available (on-call) after hours. 22) Do you require support for Video conferencing equipment if yes, how many devices require support? Answer: No 23) Do you require support for Mobile devices (i.e. Smart Phones, Tablets, etc ) if yes, provide models and number of devices and the type of service expected? Answer: Yes, ipads, smartphones, mixed blackberry, iphone and android in a BYOD active sync environment 24) Are the Deskside members required to travel to any other locations, if so please provide further details? Answer: No 25) Please provide any specific SLA requirements for Desk Side Support. 5

6 Answer: Refer to RFP requirements and expected SLA s. Contractual SLA s along with T&C s will be defined with successful respondent 26) Will Desk Side need to physically install/move/remove a desk phone upon an employee termination/new hire/department move? Answer: Yes for moves, replacement of failed units and new hires. 27) Who will be responsible to configure desk phone extensions and reset passwords? Answers: Successful respondent 28) What is the current percentage of PCs, Printers or other End-User computing equipment requiring support under warranty and confirm if you have a maintenance / service contract for non-warranty equipment, if not, clarify which devices are not under any hardware support? Answer: Printers are not included in the scope of this RFP, other than configuring PC s to use them. PC s come with manufactures warranty only, no other service contract is in place. 29) How many Incident or Service Requests (Hard MACs) were assigned to local Deskside support in the last year? Answer: Just under 1000 tickets in ) Do you require the Proponent to procure IT equipment on behalf of EfficiencyOne? If yes, please provide further details such as, equipment type to be ordered, frequency, online catalogs availability, etc Answer: Yes, type, numbers and frequency vary according to project and budgets 31) How many local printers are currently in the environment, are they all under warranty or maintenance contract? Answer: Printers are not included in the scope of this RFP, all network printers are maintained under a separate service contract 6

7 32) Are the network printers under a managed service? If yes, confirm number of devices and if you require Desk Side to change printer toner, fix paper jams? If not, confirm number of devices and type of support required, hardware break/fix etc? Answer: Printers are not included in the scope of this RFP, all network printers are maintained under a separate service contract 33) Please confirm how many computer images per O/S you have? If yes, which tool are you using? Answer: Less than 10 for windows 7 34) Please confirm if the computer applications are installation manually or packaged and can be installed remotely? Answer: Most can be done remotely, there may be exceptions that could be handled during weekly onsite visits 35) Do you require O/S and software imaging, packaging services? Answer: Yes 36) Do you currently have remote capabilities to access End-users computers? If yes, which tool are you using? Answer: Yes, the current service provider has remote capabilities. Current provider is using TightVNC. 37) Please elaborate on the Application Specialty Support requirement on page 10 of the EfficiencyOne Infrastructure Technical Support Services RFP (TSS ). Answer: These are the standard office applications requiring skilled support and those apps that are not enterprise in nature that require best effort to install, support and configure. For non-core application, support is server/configuration level only, application level support would be best effort. 38) Is EfficiencyOne looking to have the chosen vendor provide a Managed Security Service? 7

8 Answer: No, MSSP can be facilitated via 3 rd party contracts 39) Is EfficiencyOne open to the chosen vendor proposing additional/different SLAs than are listed in the RFP and also open to negotiating the Service Levels? Answer: The SLA s provided in the RFP are listed as representative and close to what the finalized SLA s would look like. 40) Can EfficiencyOne confirm that everything else not included on the application list is considered out of scope. Answer: No, as noted we are looking for a partner to support business and program delivery through technology solutions. As technology changes, solutions will move in and out of scope as will technology requirements to deliver energy efficiency programs. 41) Based on the requirements set out in this RFP, can EfficiencyOne confirm that the following security items are not in scope for this RFP: Host Intrusion Detection (HIDS) Network Intrusion Prevention (NIPS) Continuous Vulnerability Assessments (CVA) Log Monitoring (LM) Answer: As indicated in the initial response, the technology solutions listed above will be evaluated with the successful proponent to determine if they are representative of industry best practice for an organization of this size, that is a custodian of public information 42) Based on the Application requirements set out in this RFP, please confirm: Can you provide a list of applications that must be supported in production Can you provide detailed information about application instances on the server Can you provide a list of applications which have licensing contracts? Can you provide any third party application contracts 8

9 Answer: Application support is for server/configuration level only. Application level support would be best effort only. We currently maintain all applicable licensing contracts. All other information relevant to this question was attached to the RFP 43) Can EffieciencyOne provide the design of the actual network, specifically: The details of network device and design The future network requirements Answer: Yes, we will share the existing network diagram, future state is yet to be defined and will depend on who is awarded the RFP and the technology suite they offer. 44) Can you provide hardware (HW) specifications for your servers: For the details of HW: Must the hardware be renewed or only can we take the HW to our data centre For VMware software license contract Answer: No requirement to maintain the existing hardware. All other information relevant to this question was attached to the RFP 45) For SQL servers, can you confirm: How many SQL instances are there? What are the versions of SQL Server (i.e., 2000, 2005, 2008, 2008 R2, 2012, 2014)? How many environments do you have (i.e., Prod, Dev, UAT, etc.) What is the total SAN space for each SQL instance? Any HA solutions implemented SQL cluster, database mirroring, Log shipping, Availability Group What is the SLA? Answer: There are currently 5 SQL instances. All other information relevant to this question was attached to the RFP. 46) Network related questions point made that RFP states we ll consider any solution as long it met SLA s but SLA s not clearly defined. How would we compare/evaluate different proposed solutions? 9

10 Answer: Respondents are required to document a network solution, including diagrams representative of a solution that will support EfficiecnyOne s business in a stable, scalable manner in keeping with agreed to SLA s. Respondent solutions will be evaluated individually and not measured against existing solutions or technologies that are not available to all them. 47) SLA on Storage/Backup page 22, respondents looking for clarification around downtime and if they included scheduled maintenance - Internet Services 99.95% - Backup System % Clarification: The documented SLA s are indicators which will be negotiated at time of contract definition. Internet service availability is noted as 99.95, equating to 4.38 hours downtime per year, approved maintenance windows are not counted against this SLA. Backup system SLA s refer to environmental factor; power (street and generator, AC, etc) not software & hardware BU systems. 48) Clarification requested around section High Level Telecommunications Scope, Page 9-10 High Level Telecommunications Support Scope Telecommunications Requirements: 10

11 Answer: See call center and list of related applications below. Centrex lines, Megalink Services, Centrex Lines, long distance, etc are currently under a month to month contract with Bell Aliant. It is not expected that the respondent would offer these services as core business offering, as does Bell or Eastlink, but support would be required to assist with the service. Support maybe in the form of advisory with respect to contract renewal or negotiations with the service provider. One of the business s critical service areas is the Energy Advisory group, who depend on Cisco IVR solutions. It is important that the respondent either have this expertise on staff or a relationship with an expert in this area. Cisco Unified Communications Manager 9.1 Cisco Unity Connection Cisco Unified CM IM and Presence Call replay rd party product for call center call recording Cisco unified Contact Center express Variphy rd party admin application for cisco Cisco unified Intelligence Center ) Do we have Smartnet on all of our Cisco equipment? Answer: A review was started in Jan 2015 to evaluate our suite of Cisco devices and to determine the status of Smartnet contracts with respect to those devices. We will renew or purchase Smartnet service contracts for devices that demonstrate clear return on our investment and that support risk mitigation for business continuity, if allowed under Cisco s licensing model. Cisco C220 Server Host Smartnet warranted until 2016 Cisco C220 Sever Call manager Not under smartnet warranty, may replace unit Cisco 2911 Router No smartnet, also candidate for replacement Cisco AP s, 2960 s and other port switches are not covered by Smartnet Cisco Unified Communications Manager 9.1 Smartnet covered Cisco Unity ConnectionCisco Unified CM IM and Presence Call replay rd party product for call center call recording Cisco unified Contact Center express Variphy rd party admin application for cisco Cisco unified Intelligence Center

12 50) Page 23 VM/Host Restoration RTO s, clarification required. Clarification: Single files and folders occasionally must be recovered in order to support operational requirements. File share backup and recovery strategies need to be defined in the response, including RPO & RTO objectives. Consider the most common request for file/folder recovery is a single file/folder accessed within the past week. In responding, please include RTO & RPO times based on your infrastructure solution. The RTO and RPO values stated for file and folder recovery will need to be reviewed as part of the SLA definition at contract time. 12

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