CHAPTER THREE: APPENDICIES Appendices are mandatory. Contractors can submit additional material that they believe will clarify or enhance response. APPENDIX A RECOMMENDED HARDWARE SIZING – Please provide the architectural overview of the proposed hardware and sizing for Proposed application deployment. Contractors must propose the hardware sizing while taken into consideration the use of virtual machines when applicable. APPENDIX B SERVICE LEVEL AGREEMENT SLA – – – ADEC will monitor the performance of the contract issued under this RFP. All services and deliverables under the contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable standards, custom, and practice. Severity Customer Submission Method Expected Issue Incident Resolution Situation Response Analysis and time Estimate Significant Phone/SMS/ADEC call 1 working From 4 to 8 A business Monitoring response day, from working hours, impact System/email/ADEC within 1 the first from after Significant IT Help Desk hour response finishing the loss or Continuous issue analysis degradation effort and estimate of service during Needs business attention hours within 1 hour Moderate ADEC Monitoring First call 3 working From 2 to 3 B business System/email/ADEC response days, working days, impact IT Help Desk within less from the from after Moderate than 4 first finishing the loss or working response issue analysis degradation hours and estimate of service but Continuous work can effort reasonably during continue, business albeit in an hours
CHAPTER THREE: APPENDICIES Appendices are mandatory. Contractors can submit additional material that they believe will clarify or enhance response. APPENDIX A – RECOMMENDED HARDWARE SIZING Please provide the architectural overview of the proposed hardware and sizing for Proposed application deployment. Contractors must propose the hardware sizing while taken into consideration the use of virtual machines when applicable. APPENDIX B – SERVICE LEVEL AGREEMENT – SLA – ADEC will monitor the performance of the contract issued under this RFP. All services and deliverables under the contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable standards, custom, and practice. Severity Customer Situation Submission Method Expected Response Issue Analysis and Estimate Incident Resolution time A Significant business impact Significant loss or degradation of service Needs attention within 1 hour Phone/SMS/ADEC Monitoring System/email/ADEC IT Help Desk call response within 1 hour Continuous effort during business hours 1 working day, from the first response From 4 to 8 working hours, from after finishing the issue analysis and estimate B Moderate business impact Moderate loss or degradation of service but work can reasonably continue, albeit in an ADEC Monitoring System/email/ADEC IT Help Desk First call response within less than 4 working hours Continuous effort during business hours 3 working days, from the first response From 2 to 3 working days, from after finishing the issue analysis and estimate
RfP%20No%20%20ADEC-2017-1453_Phase%20II%20%20for%20the%20Customer%20Relation%20Mgmt%20System%20(.docx