HomeMy WebLinkAboutCORRESPONDENCE - RFP - 7310 JD EDWARDS ENTERPRISEONE MANAGED SERVICES (12)Managed Services Statement of Work Page 1 of 10
☒ A check in this box indicates that this agreement has been changed from the original.
MANAGED SERVICES STATEMENT OF WORK
This MANAGED SERVICES STATEMENT OF WORK (“Managed Services SOW”), dated as of 14th day of July,
2016 (“Effective Date”), is by and between DENOVO VENTURES LLC, a Colorado limited liability company
(“Denovo”), and City of Fort Collins, a Colorado Public Entity (the “Client” or “Customer”) (each a “Party” and
together the “Parties”).
Pursuant to Section 3 (Scope of Services), in the Master Services Agreement (MSA) and the applicable
Managed Services Supplement, Denovo and Client desire to enter this Statement of Work for the performance
by Denovo of certain Managed Services, described herein. This Statement of Work provides details of the
Services, Definitions, Service-specific terms, the responsibilities of the party’s, one-time and recurring fees,
and the Change Control Process.
Effective Date: July 14, 2016
Delivery Period: July 15, 2015 through February 28, 2017.
1. Definitions.
As used in this Statement of Work the following terms shall have the respective meanings set forth herein.
Other terms used in this Statement of Work are defined in the context in which they are used and shall have
the meanings therein indicated.
i. Agreement. Each SOW and/or Order Document(s) combined with the corresponding Supplement and
MSA shall constitute an independent contract
ii. Change. The addition, subtraction or change to any Services related to the SOW; a change that results in
increased or reduced fees for applicable Services; and changes to the Service Levels not agreed to as part
of the Statement of Work
iii. Change Order Process. The process by which Changes are made to the Services and more fully described
in this Statement of Work
iv. Change Order Request or COR. The form the Parties will use to communicate changes to the Services.
The Change Order Process is defined in this Statement of Work.
v. Customer Care Portal. A web based service that allows Clients to report problems, request information
and view system metrics
vi. Incident. An unplanned interruption or reduction in the quality of Services that adhere to severity levels
set forth in this Statement of Work
vii. Initial Term. The period effective from the primary Service Start Date to the planned Services
termination date
viii. In-Scope. Services that are covered under the base agreement between Denovo and Client
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 2 of 10
ix. Out-Of-Scope. Services that are NOT defined as Services under the base agreement between Denovo
and Client, and that may require an additional Statement of Work
x. Service. Generally, all of the services Denovo agrees to provide the Client as set forth in the SOW.
xi. Service Start Date. The date Denovo notifies Client (in writing via email) of readiness and enables access
to the Services for Client use, recurring invoicing begins July 15, 2016.
xii. SOW Term. The period of time beginning with the Service Start Date stated in this Statement of Work
and continuing through the end of all Initial Term(s) and any renewal term(s), unless Client access to the
Services is earlier terminated pursuant to the terms of the Agreement
2. Term and Termination.
The initial term of this Statement of Work is Seven and a half (7 1/2) months following the Service Start Date,
the 15th day of July, 2016 through Febuary 28, 2017.
If Client terminates this Statement of Work without cause, i.e., for convenience, during the Initial Term of this
Statement of Work, or if Denovo terminates this Agreement due to any uncured default by Client, Client shall
be liable for the following fees:
All amounts owed for Services provided by Denovo up to and including the date of termination
An early termination charge equal to fifty percent (50%) of the Monthly Recurring Charges identified
in this Statement of Work multiplied by the number of months remaining in the Initial Term
3. Services.
Denovo will provide the Client with EnterpriseOne Technical Managed Services, CNC Managed Services and
Denovo Customer Care. Denovo, in its discretion, will provide any services that are necessary to perform the
Technical Managed Services and CNC Managed Services and any additional services to which the Parties may
mutually agree through the Change Order Process.
US CNC Remote Helpdesk and Vendor Management of Client’s JD Edwards EnterpriseOne Applications will be
provided to the Client by Denovo through remote means between the hours of 8:00 am – 5:00 pm Mountain
Time Monday through Friday, excluding public holidays.
Nighttime CNC Support of Client’s JD Edwards EnterpriseOne ERP Application will be provided to the Client
between the hours of 5:00 pm – 8:00 am Mountain Time Monday through Friday, excluding public holidays for
Production Severity 1 issues (see description below).
Support and Escalation - Denovo will respond to Client’s tickets under the provisions of the Service Level
Agreement, and with best effort after hours or on holidays. Client must open tickets via email to our Help
Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking.
Service outside Normal Working Hours - Emergency services (Severity 1) will be performed outside of the
hours of 8:00 am – 5:00 pm Mountain Time Monday through Friday, including public holidays, shall not be
billed separately and are included in this service. All other services will be performed during coverage hours.
The following is a list of Services that are In-Scope:
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 3 of 10
Services
EnterpriseOne Frequency Included Denovo/CNC Time period
Denovo Customer Care Portal As Needed Yes Yes 24/7
Denovo 24x7 live support As Needed Yes Yes 8AM-5PM
Account Management Daily/As
Needed
Yes Yes 8AM-5PM
Package Management
Production Package Build & Deploy – Full Up to 8
Annually
Yes Yes Scheduled
Production Package Build & Deploy – Update 1-Weekly Yes Yes Scheduled
Non-Production Package Build & Deploy – Full Up to 3-
Quarterly
Yes Yes 8AM-5PM
Non-Production Package Build & Deploy – Update Up to 4-
Weekly
Yes Yes 8AM-5PM
Environment Refresh Activity
Environment Refresh-Data 1-Annually Yes Yes 8AM-5PM
Pathcode/Object Refresh-Data Up to 2-
Annually
Yes Yes 8AM-5PM
ESU Application
Installation of EnterpriseOne ESU’s Up to 100
annually
Yes Yes 8AM-5PM
Technical Assistance/Troubleshooting
Technical Assistance and Troubleshooting Up to 15
hours per
month.
Hours can
be rollover
for a total
of 112.5
Hours total
for the
term of the
Agreement
Yes Yes 8AM-5PM
Technical Assistance and Troubleshooting-SEV 1 Unlimited Yes Yes 24/7
Security Administration
Security Run Time Administration Up to 10
hrs
monthly
Yes Yes 8AM-5PM
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 4 of 10
System Administration-INCLUDED
OCM Maintenance, DataSource Maintenance, OCM
configuration, DataSource Maintenance, Perform Impact
Analysis of ESUs, OMW and OMC Configuration and
troubleshooting, OMW promotions, User account
management, Package management, Troubleshoot and
Maintain E1 Security (including creation/deletion of
users, password resets), Maintain Job Scheduler, Job
Queue configuration, Printer Setup, Work Center
purging, Submitted Jobs purging, Manage E1 service
restarts, Purge appropriate logs and temp files,
Menu/Solution Explorer Configuration, Development
Client/Local Web Client Maintenance, System Health
Checkups.
Ongoing Yes Yes 8AM-5PM
Technical Diagnosis/Performance/Design Improvement-
INCLUDED
Performance Tuning and Optimization As Needed Yes Yes 8AM-5PM
Monitoring Services-INCLUDED
EnterpriseOne Server Manager Monitoring Ongoing Yes Yes 24/7
Service outside of Scope – Service outside of the above scope will be billed as follows on a monthly basis:
Service Cost
Full Package Builds $200 per build
Update Package Builds $75 per build
Data Refresh $500 per refresh
Object Refresh $500 per refresh
Electronic Software Updates $150 per update
Additional Technical Assistance $150 per hour
Security Administration $150 per hour
General CNC client requests outside of
stated hours that are not Production
Outages/emergencies
$150 per hour
4. Database Administration (DBA) Services.
Assumption: Client does not require Database Managed Services support from Denovo. These work tasks and
support activities are not in the scope of this Statement of Work.
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 5 of 10
5. Client Support Policy.
The following table shows the targets for response and resolution times for each priority level.
Incident / Severity Definitions
Severity
Level
Response
Time
Resolution
Time
Escalation
Threshold
Client’s production systems are stopped or so severely
impacted that Client cannot reasonably continue work.
Client experiences a complete loss of service. The
impacted operation is mission critical to the business and
the situation is an emergency. A Severity 1 service request
has one or more of the following characteristics:
1. Environment is down and/or inaccessible by Client’s
End Users
2. Data is corrupted, resulting in a complete halt to
Client’s business operations
3. Environment hangs indefinitely, causing indefinite
delays for critical resources or response
Denovo will use best efforts to respond to Severity 1
service requests within 15 Minutes. Denovo will work 24x7
until the Severity 1 service request is resolved, a
reasonable work-around is put in place, or as long as useful
progress can be made. Client must provide Denovo with a
contact during this 24x7 period to assist with data
gathering, testing, and applying fixes. Client is required to
propose this severity classification with great care, so that
valid Severity 1 situations obtain the necessary resource
allocation from Denovo.
Severity 1
15
Minutes
Best Effort
1 Hour
Client experiences a severe loss of service. Important
features of the production systems are unavailable with no
acceptable workaround; however, operations can continue
in a restricted fashion.
Severity 2
2 Hours
Best Effort
4 Hours
Client experiences a minor loss of service. The impact is an
inconvenience, which may require a workaround to restore
functionality.
Severity 3
12 Hours
Best Effort
48 Hours
Client requests information, enhancement, or
documentation clarification regarding a Denovo Service,
but there is no impact on the production systems. Client
experiences no loss of service.
Severity 4
24 Hours
Managed Services Statement of Work Page 6 of 10
If, during the service request process, the issue no longer warrants the severity level currently assigned based
on its current impact on the production systems and Customer concurrence, then the severity level will be
downgraded to the severity level that most appropriately reflects its current impact.
If, during the service request process, the issue warrants the assignment of a higher severity level than that
currently assigned based on the current impact on the production systems, then the severity level will be
upgraded to the severity level that most appropriately reflects its current impact.
Client’s shall ensure that the assignment and adjustment of any severity level designation is accurate based on
the current impact on the production systems. Customer acknowledges that Denovo is not responsible for any
failure to meet performance standards caused by Customer’s misuse or mis-assignment of severity level
designations.
For service requests that are escalated to the next level manager, the Denovo support analyst will engage the
Denovo service request escalation manager who will be responsible for managing the escalation. The Denovo
service request escalation manager will work with the Client to develop an action plan and allocate the
appropriate Denovo resources. If the issue underlying the service request continues to remain unresolved, the
Client may contact the Denovo service request escalation manager to review the service request and request
that it be escalated to the next level within Denovo. To facilitate the resolution of an escalated service
request, the Client is required to provide contacts within the Client’s organization that are at the same level as
that within Denovo to which the service request has been escalated.
Client requests for an exception to the Denovo Client Support policy must be made via a Change Order
Request.
Client Support Tiers - The following details and describes our Support Tier levels:
Support Tier Description
Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created. The
issue is identified and clearly documented, and basic hardware/software
troubleshooting is initiated.
Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier
2, where more complex support on hardware/software issues can be provided by
more experienced engineers.
Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3,
where support is provided by our most experienced, senior engineers who have the
ability to collaborate with 3rd party (vendor) support engineers to resolve the most
complex issues.
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 7 of 10
6. Assumptions and Limitations.
In order for Client’s existing environment to qualify for Services, the following requirements must be met:
All Servers must be at the currently supported OS level for the EnterpriseOne Version and Tools Release
installed.
All Desktop PC’s and Notebooks/Laptops with Microsoft Windows Operating Systems must be running a
supported version as it relates to the EnterpriseOne version of the software. This is especially important as
it relates to supported browser versions.
All Server and Desktop Software must be Genuine, Licensed and Vendor-Supported.
The environment will have a currently licensed, up-to-date and Vendor-Supported Server-based Antivirus
Solution protecting all Servers and Developer Workstations.
Client shall advise Denovo of regulatory requirements or obligations which may affect Denovo's provision
of the Services.
Client agrees to comply with each third party end-user license agreement ("EULA").
The following services and costs are not included in this Statement of Work and are Out-Of-Scope:
The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind.
The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind.
The cost to bring Client’s environment up to minimum standards required for Services.
Failure due to acts of God, building modifications, power failures or other adverse environmental
conditions or factors not under control of Denovo employees.
Maintenance of other Application software packages besides EnterpriseOne.
Programming (modification of software code) and program (software) maintenance unless as specified in
the services table.
Training Services of any kind unless specified in the services table.
7. Service Fees
The following table outlines proposed one-time and monthly fees based on the Service options selected.
Invoices will commence the month following the Service Start Date. Taxes are not included as the City is tax
exempt. All fees are in U.S. dollars.
Service Description
One Time
Setup Fee Monthly Fees
Technical Managed Services
This service includes 24/7-production support and all CNC
support tasks and activities.
Denovo Technical Managed Services are described in Section 3
Services, of this Managed Services Statement of Work. $5,550
Technical Audit/Review (Not required as current customer) N/A
Fee Payment Schedule for Managed Services. Unless otherwise agreed to in writing by both parties,
Denovo will invoice the Client on a monthly basis for Managed Services delivered, commencing one month
after the Service Start Date at the rates specified in Section 7 (Service Fees).
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 8 of 10
8. Pricing Assumptions.
If it is necessary for Denovo to provide Time and Materials (T&M) Services for additional Client network
discovery, the Denovo Professional Consulting Services group will provide a separate Statement of Work that
defines timelines, tasks and the services rate per hour required to complete the work. The T&M CNC billable
rate is $155 per Hour for the term of this agreement.
Client is responsible for proper execution of the agreement, any omission of pre-requisites or addition of
services by Client shall result in a project Change Order Request, or support will be best effort on a next
business day basis.
Additional Services requested by Client and added to the SOW within 90 days of Client’s and Denovo's
acceptance of the SOW ("Acceptance") will be priced according to the fees listed at the time of SOW
Acceptance. Any additional Services requested by Client after 90 days from the date of Client and Denovo's
Acceptance of the SOW will be subject to the then current rates for such Services.
Any requested Change to the Client’s environment once it has been implemented may be subject to time and
material fees and agreed to in an appropriate Change Order.
Additional Services may be added or deducted via the Change Order Request process as defined in Section 10
of this Statement of Work.
The City of Fort Collins is tax exempt and this will be reflected in each invoice.
9. Statement of Work Acceptance.
Subject to the notice provisions below, Denovo reserves the right to modify or discontinue Services and to
introduce new Services and features. Denovo may make available to Client all new services and features
offered to all of our other clients. Denovo may, in our sole discretion, discontinue a Service at any time.
Denovo will give the Client 90 days notice of the discontinuance of a Service. Discontinuance does not affect
Orders accepted prior to the date of discontinuance, but new Orders for a Service will not be accepted after
the date the Service is discontinued. Client has the right to discontinue modified Services immediately
without penalty.
10. Change Order Process.
A Change Order Request ("COR") is the method by which either Party may communicate and eventually
effectuate Changes to the Services. Please see the Change Order Request form.
The Client or Denovo may request Changes by initiating the Change Order Process. To initiate the Change
Order Process, the Party requesting the Change must fill out the Change Order Request form attached hereto
and submit it to the appropriate project leader (designated primary technical contact) of the other
Party. The Change Order Request must at a minimum describe the requested Change in sufficient detail for
the Client and Denovo to make a reasonable assessment of the request.
The Client and Denovo will review the Change Order Request promptly and follow up with each other as
necessary for further clarification or to discuss the impact that the Change will have on the Services,
deliverables, implementation schedule, Service Availability Levels, terms and conditions, and Client fees. A
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 9 of 10
Change Order Request will not be effective nor will a Change be implemented unless the Change Order
Request is executed by duly authorized representatives from both the Client and Denovo.
Upon mutual acceptance of the Change Order Request, it becomes part of the entire agreement between
Denovo and the Client with respect to the subject matter hereof. Denovo will provide a copy of all mutually
accepted Change Order Requests to the Client for future reference.
Each Party will be responsible for all costs and expenses incurred by it in participation of the Change Control
Process unless otherwise agreed in writing. The failure of either Party to insist upon strict performance of the
Change Order Request process for every Change shall not constitute a waiver of its rights as set forth in the
Agreement, at law or equity.
[SIGNATURE PAGE TO FOLLOW]
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
Managed Services Statement of Work Page 10 of 10
IN WITNESS WHEREOF, Denovo and the Client have executed this Statement of Work as of the date set forth
above.
DENOVO VENTURES, LLC
By:
Name:
Title:
Date:
CITY OF FORT COLLINS
By:
Name: Gerry Paul
Title: Purchasing Director
Date:
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248
7/14/2016
7/14/2016
Mark D. Adolph
Chief Financial Officer
Best Effort
72 Hours
At the time Denovo accepts a service request, Denovo will record an initial severity level of the service request
based on the above severity definitions. Denovo’s initial focus, upon acceptance of a service request, will be to
resolve the issues underlying the service request. The severity level of a service request may be adjusted as
mutually agreed by the parties.
DocuSign Envelope ID: 4BE40899-1442-4951-8D9F-51E46F44D248