Specifications include, but are not limited to:This Description of Services sets forth the Services that Supplier will provide, as of the Commencement Date unless otherwise specified. Further, this Description of Services sets forth the processes and systems that Supplier will provide and describes Supplier’s obligations to work with the other Suppliers to deliver integrated end-to-end Services to Customers. Supplier confirms that unless otherwise specifically stated, it will provide a solution that supports all of the business processes described in this Description of Services and its Exhibits, and that all Services, unless otherwise specifically stated, are included within the Base Charges described in Exhibit 4 (Pricing and Financial Provisions). Accordingly, Supplier also confirms that Customers will not incur any other charges in relation to the services described in this Description of Services. The primary goals of the Data Center RFP are to: • Assume all Centralized Data Center facility currently provided to the Commonwealth by the Commonwealth Infrastructure Agreement (CIA). • Transition to the next generation of methods for delivering Data Center services to VITA and VITA Customers, taking advantage of the ever-changing technology landscape while decreasing costs to VITA and VITA Customers. • Provide Data Center services that are flexible, rapidly provisioned, cost effective, transparent, and elastic to meet VITA and VITA Customer needs while preserving enterprise requirements such as security and compliance management. The Commonwealth is interested in managing implementation, operational, and transitional risk associated with these services. Suppliers should not feel obligated to only propose like for like server, storage, and Data Center network solutions utilized by the Commonwealth but all existing scope should be included in the proposal. Supplier will integrate with the MSI Supplier during the development, implementation and execution of its own Service Management Processes to ensure consistency and integration across all suppliers. Supplier will work together with the MSI Supplier delivering integrated Services and will share Service Level responsibilities as defined in Exhibit 3.1 (Service Level Matrix.) Ref# Requirement R1. 1.0 Common Services R2. Common Services are meant to apply to all sections of this document. The common services covers: Architecture and Engineering, Operations and Monitoring, Centralized and de-centralized Support Services, Production Control and Scheduling, Technical Support, Capacity Management, User Support, and Integration with the MSI. The Supplier’s responsibilities common to all platforms are described in this Exhibit, which include: R3. 1. Adhere and perform the Cross Functional requirements contained in Exhibit 2.2 (Description of Services - Cross Functional). R4. 2. Supplier will provide VITA and its Customers with Support to the Platforms Services in a multi-tier Support Level environment with a categorization (e.g., platinum, gold, silver, bronze) defined in Exhibit 3.1 (Service Level Matrix) and Exhibit 3.2 (Service Level Definition and Measurement). Each of these Support Levels should offer escalating levels of availability and service for all services provided. R5. 3. Provide 24x7x365 operations, including Staffing the Facilities with personnel to provide 24x7x365 monitoring and enabling access of authorized personnel into such Facilities. R6. 1.1 General R7. Supplier’s responsibilities include: R8. 1. Maintain and keep updated the operational documentation for all operations procedures and services, including maintaining accurate information about all Configuration Items (CIs) in the Configuration Management Database (CMDB) / Configuration Management System (CMS). R9. 2. Provide feedback to VITA regarding the impact of potential architecture and design Changes. R10. 3. Perform project management of VITA and VITA Customers technology refresh activities, including planning, coordination with stakeholders, manage execution and conducting communications to stakeholders.
