Specifications include, but are not limited to: USAC is interested to learn about companies who have proven experience with both of the following services. 1. Cloud-based Hosting – USAC desires that our system be portable from one cloud hosting provider to another cloud hosting provider (i.e., no lock-in with a specific hosting provider). a. Operating the cloud hosting itself, even if using 3rd-party cloud infrastructure; b. Managing comprehensive security around the cloud infrastructure; c. Scaling the infrastructure as needed; d. Providing cloud and platform support within specific SLAs; e. Implementing, monitoring, and reporting on system metrics, alerts, performance degradation, and suspicious activity; f. Managing and implementing Appian upgrades on the cloud platform; and g. Working real-time with Appian to troubleshoot and resolve product issues manifested in the cloud environment(s). 2. Professional Services a. Program and Project Management of Appian development and maintenance support b. Operations and Maintenance of existing applications includes, but is not limited to, troubleshooting production tickets, documenting and resolving issues, educating and training key staff members to increase knowledge and skill level in supporting production tickets. c. SDLC support activities include analysis & planning, design, development, implementation, testing, documentation, deployment & maintenance of Appian solution. d. Experience and approach to testing cloud-based solutions with emphasis on use of automated testing to decrease costs and release intervals.