SCOPE OF WORK. b) Software related to the items stated above, including HP OpenView.

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Dominic West
8 years ago
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1 SCOPE OF WORK The stated mission of The University of Texas M. D. Anderson Cancer Center ( M. D. Anderson ) is to "Eliminate cancer and allied health problem throughout Texas, the nation, and the world by developing and maintaining integrated programs in patient care, research, prevention, and education M. D. Anderson is looking for a non-exclusive agreement with a full service supplier of HP equipment, services, and maintenance. M. D. Anderson does acknowledge that systems are far more complex and before-sale support is critical to ensure the correct configuration, performance, and support. General Requirements Please indicate in your response if your company is capable of meeting the individual requirements listed below. M. D. Anderson is interested in working with a full-service HP supplier for the following: a) Acquisition of new Hewlett Packard (HP) ProLiant servers, HP Storage Systems including MSA and EVA Series, HP (and Cisco MDS) SAN switching equipment, HP tape library hardware, and any other applicable HP hardware such as racks, server cabinets, UPS, server parts (e.g. disk drives, memory) and related products. b) Software related to the items stated above, including HP OpenView. c) Supplies related to items stated above, including tapes, cleaning cartridges, etc. d) Coordination (presale configuration assistance, facilities evaluations, delivery/installation/testing coordination) of activities related to products identified above. e) Web portal for selecting and configuring systems, generating quotes, and tracking orders and shipments. Please supply a list of the services provided on your customer service web portal. Will your company provide temporary access to the portal for evaluation purposes? Are there any fees associated with web portal access? 1

Anderson ) is to "Eliminate cancer and allied health problem throughout Texas, the nation, and the world by developing and maintaining integrated programs in patient care, research, prevention, and

2 f) The supplier must tag each server with a M. D. Anderson provided asset tag as defined by institutional procedures. Please describe the process currently used by your company for asset tagging. What are the costs for asset tagging? Are there any other tagging technologies provided by your company (i.e. RFID solutions, BIOS tagging) g) On-site technical support (maintenance, troubleshooting, and configuration) of same products. Briefly describe the resources available for on-site technical support. h) Hardware and software extended warranties and/or maintenance contracts of existing and products acquired under proposed agreement. i) Ability to integrate hardware to conform to M. D. Anderson assembly and configuration standards. Please describe your company s process for assembly and configuration and customization of hardware. Please describe any costs for assembly and configuration. j) Ability to load M. D. Anderson standard software images (e.g., Windows, Linux, etc.). Please describe your company s process for loading customer-specific standard software images. Are there any costs related to loading images on to servers? Please describe any unique processes and associated costs with your company s ability to help manage the M. D. Anderson standard software image (i.e., patches, virus updates, etc.) k) Implementation services as needed of products mentioned above. Warranty / Maintenance a) All new equipment purchased from supplier must carry a full new equipment warranty. b) M. D. Anderson must be able to continue existing maintenance agreements for existing HP equipment and software, and must be able to renew such agreements through the selected supplier. c) Ability to purchase HP branded Care Packs to upgrade or extend the standard 3-year warranty. 2

Briefly describe the resources available for on-site technical support.

3 Environmental a) The supplier must work with M. D. Anderson to review the current facility environment (e.g., power, cooling, etc.) to ensure HP's specifications are met. Delivery and Installation a) Supplier will work with M. D. Anderson to minimize interruptions from installations and upgrades to on-going operations. b) Supplier will work with M. D. Anderson on off-shift (nights and weekends) activities, when applicable and necessary. c) Supplier will be involved in the following tasks related to dock management including: Communicate expected arrival Ensure dock availability and capacity Secure dock storage, if needed d) Describe any fees for shipping product e) Describe process and any related fees for returning product. Availability and Performance The availability and response time of M. D. Anderson systems are the critical performance factors in our environment. M. D. Anderson has a published goal of 99.8% availability for systems described herein, which must be operational 164 hours per week. M. D. Anderson is committed to internal response time for online transactions of less than one second. a) Supplier will provide published reliability data from HP (or 3rd party evaluators) on any equipment proposed to M. D. Anderson, upon request. b) Supplier will provide published performance data from HP (or 3rd party evaluators) on any equipment proposed to M. D. Anderson, upon request, including such information as I/O rates, paths available, internal architecture, and any other pertinent information. c) Supplier will assist in the analysis and recommendation of redundant systems at the request of M. D. Anderson. 3

c) Supplier will be involved in the following tasks related to dock management including: Communicate expected arrival Ensure dock availability and capacity Secure dock storage, if needed d) Describe

4 d) Supplier must have specialists certified on equipment ordered under the agreement (for pre-sale assessments, implementation services, etc., as needed by M. D. Anderson). e) Supplier will assist M. D. Anderson in evaluating existing methodologies for performance management and/or specifying (and implementing, if applicable) new performance management tools. Support a) Supplier must offer HP branded hardware (and related software) maintenance support 24 hours a day, seven days a week, with a four hour maximum response time on any problem designated by M. D. Anderson as being critical. b) "Response time" is defined as the time between receipt of a call by Supplier's designated representative or answering service and the arrival of qualified maintenance personnel at the M. D. Anderson computer center. c) M. D. Anderson will determine the need for and when appropriate, make allowances for exceptional circumstances such as extreme weather conditions, natural disasters, etc. d) Supplier (or HP) shall submit a complete Malfunction Report to M. D. Anderson for each maintenance call. This Malfunction Report shall include as a minimum, the following information: 1. Date and Time Notified 2. Date and Time of Arrival 3. Type and Model of Device 4. Description of Malfunction 5. Date and Time Device was made Operational e) Supplier (or HP) should stock spare parts in the Houston area as agreed upon by both parties. f) Supplier agrees to have one or more hardware (and associated software) maintenance personnel participate in problem status meetings when equipment or services provided by that vendor will be discussed. g) Supplier must have the ability to provide technical resources to M. D. Anderson for projects outside the normal maintenance scope. Such projects could include upgrades, performance tuning, new implementations, etc. 4

Support a) Supplier must offer HP branded hardware (and related software) maintenance support 24 hours a day, seven days a week, with a four hour maximum response time on any problem designated by M.

5 h) Supplier will have access to full-time HP Services resources in the Houston area, as well as any other needed resource from across the United States. Executed maintenance contracts will also provide M. D. Anderson with dedicated technical resources from HP via the telephone and the Internet. i) Supplier must have the ability to utilize remote monitoring and troubleshooting tools. j) Supplier must have the ability to make technical staff available to M. D. Anderson for troubleshooting hardware (and software) issues on an "as needed" basis, as well as provide for dedicated HP specialists being available on the phone in the computer room for needed assistance. References a) Please provide references for resources that would be assigned to the account. b) Supplier shall provide a list of hospitals and university medical centers for which they have provided the intended support services. Education and Training a) Supplier must provide or otherwise arrange for training on the operation of the proposed equipment for its Data Center Operations and Technical Services and/or others, as appropriate. M. D. Anderson shall define the needed scope and depth of such training, in partnership with the Supplier. Indicate whether training will be conducted by your company or a third party. If by a third party, please list the training companies your company has utilized in the past. b) Supplier can arrange frequent technology refresh briefings, inviting HP and other applicable technology partners to do seminars and training for M. D. Anderson Cost/Fee Schedule a) Supplier shall reduce prices accordingly should prices for the equipment, maintenance or services are reduced after submitting the specification for products. b) Supplier will ship all items FOB Destination, unless otherwise stated beforehand and approved by M. D. Anderson. c) Supplier will include any applicable installation charges as a separate line item. 5

i) Supplier must have the ability to utilize remote monitoring and troubleshooting tools. j) Supplier must have the ability to make technical staff available to M. D.

6 Other Services Offered by Vendor to MDACC a) Supplier will identify any other vendor provided services which are being offered under this proposal that may be of additional benefit to MDACC. Any costs associated with such services (beyond that listed within this Scope of Work) must be detailed by the Supplier in the Cost/Fee Schedule. Any services provided by the Supplier to M. D. Anderson at no cost should be explicitly listed. 6

Any costs associated with such services (beyond that listed within this Scope of Work) must be detailed by

EXHIBIT B SOFTWARE SUPPORT SERVICES

1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement