Mandatory Requirements/Conditions Note: All technical requirements are essential to ensure successful integration with the existing Information Technology (“IT”) infrastructure. For each requirement listed below, Proposer(s) must affirm whether the Solution offers it and provide supporting information or documentation, as needed. 2.1.1 Technical Environment 2.1.1.1 Software and Services i. Must provide a Software as a Service (“SaaS”) Solution. 2.1.1.2 Technical Overview i. Detail the Proposer’s standard practices surrounding the following aspects of the Solution: Database support; Server environment; Network; Roles and authorization; Use of web services and APIs in the Solution and in integration with other systems; Describe the Solution’s ability to check and monitor Solution health; and, Delivery of software modifications and enhancements (updates and upgrades). 2.1.1.3 Platform Hosting i. Proposer(s) should meet 99.999% uptime standard; ii. Proposer(s) must be able to deliver platform availability and storage; iii. Discuss Solution availability/up-time history and expectations; iv. Discuss and detail storage cost; v. API calls; vi. Ability to support at least one million+ API calls per day; vii. Proposer(s) hosting service must provide a Solution that includes testing and production options; and viii. Any hosting service should provide the ability for flexible storage (i.e., storage that can be increased and/or decreased) on demand without requiring any downtime. 2.1.1.4 Global Compatibility i. Ability to support international compatibility and global footprint/global access: Example: Fonts (accents on various languages); ii. Document any geolocation restrictions and regional delivery servers or other network services to enhance global performance. 2.1.1.5 User Account Management i. The Solution must have the ability to support user roles to manage hierarchical levels of access. The Solution must have internally unique identifiers for each faculty or student, other than their TTU-provided SSO or e-mail address. 2.1.1.6 Archiving i. Provide details of archiving solution and options. 2.1.1.7 Support i. Must provide detailed customer service/support options: Describe the Proposer’s user support tiers, including a description of your service level agreement (SLA) response times for any of your support tiers (i.e., initial incident response times as well as subsequent reply response times). Support examples: o User/client community; o Call center; o Self help; o Availability 24/7; o Languages; and o Chat/Chatbot.
