Attachment E. RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive.

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1 Attachment E RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive. Questions Support for Information Security 1. The Supplier will utilize UGA s secure virtual private network for the purposes of remote connectivity to the systems environments being managed. 2. The Supplier will maintain Operating System based firewalls to protect supported systems from inappropriate and unauthorized access. 3. The Supplier will maintain a regular patch management practice so that newly released operating system, database, and application security related patches are applied to the supported systems within the University s required timeframes and maintenance windows. The specific timeframe within which patches must be applied will be decided upon mutual agreement by the awarded Supplier and the University of Georgia. Administration Services 4. The Supplier will provide Operating System Administration for all required development, testing and production environments for PeopleSoft Financials, Hyperion Budget, and OBIEE analytics via on-site or remote support. 5. Supplier will advise on initial hardware configuration. 6. Supplier will install and configure the OS environments for systems within the RFP scope. 7. Supplier will perform local system level security administration for the OS environments within the RFP scope. 8. Supplier will maintain exclusive access and control of ROOT level passwords to systems and devices within the RFP scope. 9. Supplier will test and install patches and updates made available from applicable operating system, database, and application vendors for the OS environments within the RFP scope. The specific timeframe within which patches must be applied will be decided upon mutual agreement by the awarded Supplier and the University of Georgia. 10. Supplier will perform log review and analysis to determine the stability of OS environments within the RFP scope. The Supplier will perform these tasks as often as necessary, and at UGA s request to ensure application performance and to determine stability of OS environments. 11. Supplier will perform capacity management functions for OS environments within the RFP scope. Yes/No

2 12. Supplier will provide general assistance with various issues that arise on a day-to-day basis requiring system administration knowledge and expertise. 13. Supplier will provide tier 2 troubleshooting and diagnostic support for systems covered within the scope of the RFP. 14. Supplier will troubleshoot and resolve operating system errors and failures detected by site staff or via Supplier provided monitoring tools. 15. Supplier will work with 3 rd party vendors to resolve issues as needs arise. Database and Application Administration Services 16. The Supplier will install and configure database environments for vendor-specific systems covered within the scope of this RFP (Attachment J). 17. The Supplier will install and configure baseline application home environments consistent with Attachment J. 18. The Supplier will upgrade and patch as defined in Attachment J Database application homes, associated Databases, and Database instances at the times specified by the University. 19. The Supplier will follow an industry standard practice upgrade methodology, which includes the application of upgrades and patches in testing environments prior to migration to work in progress or production environments. 20. The Supplier will perform Database system level security administration for the Database environments covered in the RFP. 21. The Supplier will perform Database and Application Home clones, system refreshes, or replications, for the supported environments, when necessary to facilitate implementation or testing activities based upon mutually acceptable schedules. Typically this will not exceed 2 requests per month, but UGA reserves the right to request additional based on need. 22. The Supplier will maintain exclusive access and control of DBA privileged or super-user level passwords, to include those software Application accounts that require such access, to Databases, Database Instances, and Applications within the Scope of the RFP. 23. The Supplier will perform log review and analysis to determine the stability of the Databases and software application environments within the scope of the RFP. 24. The Supplier will provide Tier 2 troubleshooting and diagnostic support for the Applications, Applications configurations, and Application Homes within the scope of the RFP.

3 25. The Supplier will provide typical and reasonable assistance with various issues that arise on a day-today basis requiring Database and Application Administration knowledge and experience for the Applications within the scope of the RFP. 26. The Supplier will communicate with third party vendors and other Supplier business units to resolve and escalate issues as they arise. 27. Supplier agrees to allow and support UGA or our designee to perform security testing/penetration testing. 28. Throughout the contract the vendor agrees to adhere to relevant UGA policies including change management policies. Backups 29. The Supplier will install, configure and validate UGA s enterprise wide back-up software agents as requested for the equipment supported within the scope of the RFP. 30. The Supplier will install, configure, validate and perform near-line (to disk) routine Database and Application data store backup and recovery procedures as requested by UGA for the equipment supported within the scope of the RFP. 31. The Supplier will coordinate with the University team to facilitate timely backups and restores of applications, so files and data resident on University file systems remain intact. 32. The Supplier will provide backup provisions, which may include the use of full, incremental, differential, exports, hot and cold Database backups, and various other forms of backups utilizing industry standard utilities and methods. 33. The Supplier will perform emergency Database backup and recovery procedures such as exports and various one-off database restores; emergency backups will be provided as requested by the University. 34. The Supplier will work with the University to facilitate restore tests and validate backup practices per applicable audit policy. System Monitoring 35. The Supplier will maintain a multi-layered monitoring system to provide information about the University systems included in the RFP. System availability, utilization, and uptime trends will be maintained and accessible by UGA. Additionally, UGA will be provided read only or view access to the monitoring system. 36. The Supplier will monitor production application components and environments for availability. 37. The Supplier will begin appropriate remediation efforts on a 24x7x365 basis when monitored applications trigger alerts to Supplier or University staff that systems are unavailable or operating thresholds have been exceeded.

4 General Service 38. Supplier agrees to assign and identify a single point of contact who will serve as the account representative for this engagement. 39. At the University s request, the Supplier agrees to assign a new account representative. Further, the Supplier acknowledges that if the Supplier seeks to assign a new account representative that individual must be approved by the University. 40. Supplier agrees to work collaboratively with the resources identified in Attachment I Project Team Staffing Plan and any additional EITS staffing resources assigned to the project. 41. Supplier agrees to work collaboratively with the Third Party Project Manager and Implementation Services Partner. 42. Throughout the term of the contract, Supplier agrees to maintain, at UGA, an up to date version of all project documentation. This documentation shall be available to UGA at all times. 43. The University realizes that at this time the Supplier may not be able to determine which specific employees will be assigned to the project outlined within this RFP. However, the contracted Supplier will be required to provide to the University, no later than six (6) months prior to the start of services, a complete portfolio of the team which the Supplier is proposing for this project. The portfolio will include resumes for all team members and information regarding previous projects, services provided, percentage of time dedicated to projects, and the roles these team members will serve in for this project. The University will either approve of the team as proposed by the Supplier or negotiate with the Supplier regarding staffing until a team have been finalized and approved by both the Supplier and UGA. Once the team is finalized, personnel cannot be removed from the project without consultation with UGA. 44. Unless otherwise approved by the University, any and all onsite work to be performed by the vendor will be conducted during the University s normal business hours. 45. The Supplier acknowledges the University of Georgia Vice President for Information Technology or his designee has final decision-making authority regarding all decisions made on this implementation project Mandatory Scored Response: Vendors shall provide a written response to the following elements identified below. Resources and Experience

5 1. Describe your experience providing similar services to support PeopleSoft and Hyperion running in a Linux and Oracle environment. 2. Describe your staffing plan for supporting UGA including your planned mix of on-site and remote support. 3. Please provide a detailed list of all clients for which you have provided services similar to those identified by this RFP from DATE to the present. Specify the services provided to each client. Highlight the engagements with public colleges and universities. The University reserves the right to contact any previous client. 4. Please provide three (3) client references and the primary point of contact and provide a brief overview of the services provided to each client reference. The University reserves the right to contact these references. 5. Provide an overview of the qualifications of the personnel that would support the University. Comment on how your hiring standards, professional development and performance management practices help you recruit and retain staff with the skills required to serve your clients. 6. Please provide a list of all clients, both previous and existing, for whom you have provided services comparable to those specified in this RFP. The University reserves the right to contact any client on this list to obtain information regarding the scope and quality of services provided. 7. Please provide a detailed narrative that describes your approach to managing the client relationship. Support Capabilities 8. Describe your approach to service design, service transition and service operation of Application Management Services. Include in your response whether your organization has adopted an ITIL framework. 9. Describe the service desk capabilities, processes and scope of support that will be available to the University to report incidents. 10. Describe your approach to operations support documentation and how you would contribute to University knowledge bases. 11. Describe your issue escalation and resolution processes. 12. Review the target service levels the University has established (Attachment K) and describe how your services meet or exceed these standards. 13. Describe your standard hours of support, approach to after-hours support and emergency support. 14. Please describe the process you utilize to transition services to a new provider either at the end of a contract period or if a contract is terminated for breach or convenience. Please provide details regarding the transition of responsibilities for technical components and services. 15. Describe your capabilities and approach to meeting UGA s requirement for application, operating system, and database patching and upgrades. Please detail your approach to testing patches and describe the roll back process that will be used when a patch needs to be removed. This is a core requirement of the RFP and a detailed response is required. 16. Describe your capabilities and approach to meeting UGA s requirement for application, operating system, and database patching and upgrades. Please detail your approach to monitoring patch availability for the various technologies within this RFP, testing patches, and planning and scheduling (with UGA approving scheduling) patch installation for any mandatory or critical security patches. Also describe the roll back process that will

6 be used when a patch needs to be removed. This is a core requirement of the RFP and a detailed response should be provided. Additional Scored: Vendors shall provide a written response to the following elements identified below. Optional Hosting Services 1. Describe your firm s capabilities to provide hosting services for UGA s PeopleSoft and reporting environments. If hosting is provided by a partner, please identify the partner and describe their experience. 2. Describe your experience providing hardware hosting for similar high availability applications for organizations of UGA s scale. If hosting is provided by a partner, please identify the partner and describe their experience. 3. Describe the location and capabilities of the data center in which you would propose to host the applications. 4. Describe the physical and technical security capabilities protecting the data center as well as the disaster recovery capabilities included in your offering. 5. Describe the standard service levels provided by your hosting service.