STATEMENT OF WORK (SOW) FOR ONGOING SUPPORT SERVICES Project Name: Ongoing Support Order No. tbd Contract No. tbd

Transcription

1 1. Representatives: STATEMENT OF WORK (SOW) LCRA Subject Matter Expert: LCRA Agent: Supplier: Lynn French, Supv, Solution Implementation Lake Austin Blvd, Austin, TX Veronica Frederick 3700 Lake Austin Blvd, Austin, TX [Name], [Title] [Address] [Tel. No.] [ ] 2. Description of Services: LCRA desires to engage Supplier to provide senior-level, technical lead personnel for SharePoint and Project Server implementations, upgrades and migrations. Additional Services will include ongoing support of these systems, design and development of related custom solutions, farm administration, report writing, integrations, and system configuration. Supplier will perform various tasks including but not limited to the following: a. Gather and document user requirements and functional/technical specifications for SharePoint and Project Server solutions b. Perform technical lead tasks for the upgrades/migrations of Team, Extranet, PMIS, and My Sites from SharePoint 2007 to SharePoint 2013 c. Design, program, code, and develop solutions based on Microsoft development frameworks. d. Install and perform upgrades of off-the-shelf pre-packaged software in conjunction with business requirements e. Rewrite or rework existing software programs based on new requirements. f. Troubleshoot and provide the highest level of user support for SharePoint, Project Server, C#, ASP.NET and other components of Microsoft.net software applications g. Coordinate software development activities with infrastructure and testing staff h. Act as technical work package manager for assigned projects i. Coordinate software development activities within assigned area of responsibility among multiple staff members j. Provide input to system architecture design for large, complex enterprise-wide applications and technical solutions related to MS SharePoint, Project Server, C#, ASP.NET and other components of Microsoft.net systems k. Provide system training to end users/system owners l. Train and provide guidance to less experienced LCRA staff m. Develop and modify complex software application programs specifically SharePoint, Project Server, and custom.net solutions. Support SOW Page 1 of 6

2 n. Code, test, debug, document, maintain and support these systems based on Microsoft development frameworks. o. Provide application development, application management, database management, production support, application server management, web server management performance tuning, troubleshooting and resolution of technical and end user issues, troubleshooting and resolution of integration issues. p. Create detailed system documentation. Install and test off-the-shelf pre-packaged software and tools. q. Recommend best practices and propose innovative solutions to solve complex problems. 3. Description of Deliverables: a. On-site and off-site personnel to perform the Services described herein. b. Provide knowledge transfer with LCRA technical staff on work performed. c. Participate in weekly meetings with LCRA to review tickets and work status. d. Supplier will use LCRA s Service-Now ticketing system and follow LCRA s support procedures. Support tickets will be managed by the on-site technical lead and assigned to members of the remote support team. 4. Personnel Requirements: Minimum Qualifications: a. Nine (9) or more years of experience in developing and programming/coding software applications with current industry accepted toolsets and languages and support of custom coded software and applications and off-the-shelf pre-packaged software solutions. b. Six (6) or more years of experience in developing SharePoint, Project Server, C#, ASP.NET and other components of Microsoft.NET software applications. c. Supplier must be recognized as an expert in SharePoint and/or Project Server projects. Required Skills: a. Experience with SharePoint 2007, 2010 & 2013 development and administration b. Experience with Microsoft Project Server and Project Workspaces c. Experience with Microsoft Project Server upgrades and migrations d. Experience with SharePoint Designer and InfoPath including complex workflows e. Strong SQL and relational database design skills, especially as pertains to Microsoft SQL Server and Transact SQL f. Experience with C#, ASP.NET and other components of Microsoft.net application development g. Strong web application & web services development skills h. Knowledge of Microsoft SQL Server Report Server i. Knowledge of source code control practices, especially as concerns Microsoft Team Foundation Server and Subversion j. Knowledge of client server, web based systems, service oriented architectures (SOA), web services and operating systems k. Knowledge of database modeling, various query languages and tools and integration of the various application tiers l. Advanced skill level in software debugging and troubleshooting toolsets Support SOW Page 2 of 6

3 m. Advanced skill level for all phases of application programming activities. 5. Other Requirements: a. Supplier shall provide resumes for the personnel assigned to perform Services. b. Supplier shall perform the services in accordance with the Service Level Agreement described in Exhibit B. (Supplier to provide) c. Supplier shall provide a recent background check for Supplier personnel performing Services on-site or logging into LCRA systems remotely. d. LCRA shall provide access to the appropriate facilities during LCRA s normal business hours and otherwise as reasonably requested by Supplier to perform the Services. e. LCRA shall provide equipment and office support including, but not limited to analog phone lines for long distance and local calls, photocopying equipment, and an adequate environment for Supplier to perform the Services and meet with LCRA personnel and/or other Supplier representatives as necessary. f. Supplier will provide support during LCRA s standard business hours, which are Monday through Friday, 8:00 am to 5:00 pm CT. Supplier will provide after hours support, at no additional cost. g. If LCRA is not satisfied with Supplier s personnel, LCRA may request removal of such personnel at no cost to LCRA. h. Ownership of any derivative works or software created for LCRA along with copyrighted material will remain with LCRA. 6. Schedule: a. Supplier will begin performing Services as soon as possible. b. Services shall continue until terminated as described in the Contract. 7. Acceptance Criteria: a. LCRA and Supplier will review the Deliverables requested in this SOW and mutually agree on completion of the Deliverables. b. Any dispute by the Supplier regarding LCRA s non-acceptance of a Deliverable shall be made within 10 business days after LCRA s notice of non-acceptance. 8. Location: a. Supplier is expected to provide a local resource that can perform a portion of Services on-site at LCRA s corporate office, 3700 Lake Austin Blvd, Austin, TX. b. All Services and Deliverables to be provided on-site at 3700 Lake Austin Blvd, Austin, TX or remotely as agreed to by the parties. 9. Payment Schedule: a. For the Services and Deliverables to be provided hereunder, LCRA will pay Supplier in accordance with the rates shown in Exhibit A of this SOW. b. All work invoiced for a given Deliverable must be completed and Accepted prior to the Supplier s issuance of an invoice. c. Supplier invoices will reference the PO number and will be paid monthly upon review and approval by the LCRA SME. d. Any request for Services that takes more than 30 hours to complete or costs more than $5,000 will be detailed in a separate Statement of Work. Support SOW Page 3 of 6

4 e. Notwithstanding any provisions in the Contract to the contrary, LCRA shall have the right to terminate this SOW for any reason with thirty (30) days written notice to Supplier. f. Supplier shall invoice the LCRA and LCRA shall pay invoices in accordance with the terms of the Contract. g. Travel and related expenses are not anticipated for Services to be provided herein. 10. Approval: The parties hereto have caused this Statement of Work to be executed by their respective duly authorized representatives, and this SOW is effective as of the date of the last signature below. Any changes to this SOW must be made in writing and signed by the Supplier and the LCRA Agent noted above or one appointed by LCRA Supply Management with appropriate delegation of authority. Lower Colorado River Authority: Supplier: By: Name: Veronica Frederick Title: Sr. Category Manager Date: By: Name: Title: Date: Support SOW Page 4 of 6

5 EXHIBIT A HOURLY RATES (List various support services offerings and rates per month, quarter, year etc.) Support SOW Page 5 of 6

6 EXHIBIT B SUPPORT MODEL AND SERVICE LEVEL AGREEMENT (List the Service Level Agreements (SLA) including response time for requests, resolution time, etc.) (Provide information on problem resolution procedures and a cost impact if any should the problem not be resolved within hours defined in the SLA). Support SOW Page 6 of 6