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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