Emergency Maintenance such as security patch installation under certain circumstances. The BIDDER shall provide MassDOT with notice of emergency maintenance in accordance with the Change Management as defined. BIDDER Change Business Impact MassDOT Examples Management notification Planned Standard Minor or repetitive changes None Password considered part of the normal Reset operation with no effect on business MassDOT’ s Minor Small changes that have a BIDDER shall Installing documented and proven provide 48 hours patch on implementation process with advance application little impact to the notification. server MassDOT’ s business Moderate Changes that have BIDDER shall a broad business impact or provide five may affect multiple working day applications advance notice Major Changes that have a BIDDER shall significant impact to MassDOT provide ten business or may affect multiple working day applications across multiple advance notice departments Unplanned Critical Changes that must be BIDDER shall hours) performed in order to correct a advise faulty Maximo service having MassDOT as some impact on soon as possible MassDOT’s business. Impact to business after knowing does not warrant immediate such a change correction. is required. Confirmed notification is preferred. Emergency Changes that must be BIDDER shall performed in order to correct a advise faulty Maximo service having a MassDOT after major impact on change MassDOT’ s business. Impact to business implementation. requires immediate resolution. Confirmed notification is preferred. Improvements Improvements either add or modify existing functionality. Improvements to the system are distinguishable from ongoing maintenance in that they are not intended to remedy system defects, and, if not completed, the system would continue to operate per the performance standards. Improvements to the system will be provided as part of this agreement. Any System Improvements will be executed under this agreement, through task orders, with a separate scope and budget established for each task order utilizing agreed to negotiated hourly rates. The total of all Task Orders executed shall not exceed
Emergency Maintenance such as security patch installation under certain circumstances. The BIDDER shall provide MassDOT with notice of emergency maintenance in accordance with the Change Management as defined. BIDDER Change Management Business Impact MassDOT notification Examples Planned Standard Minor or repetitive changes considered part of the normal operation with no effect on MassDOT’ s business None Password Reset Minor Small changes that have a documented and proven implementation process with little impact to the MassDOT’ s business BIDDER shall provide 48 hours advance notification. Installing patch on application server Moderate Changes that have a broad business impact or may affect multiple applications BIDDER shall provide five working day advance notice Major Changes that have a significant impact to MassDOT business or may affect multiple applications across multiple departments BIDDER shall provide ten working day advance notice Unplanned Critical Changes that must be performed in order to correct a faulty Maximo service having some impact on MassDOT’s business. Impact to business does not warrant immediate correction. BIDDER shall advise MassDOT as soon as possible after knowing such a change is required. Confirmed notification is preferred. Emergency Changes that must be performed in order to correct a faulty Maximo service having a major impact on MassDOT’ s business. Impact to business requires immediate resolution. BIDDER shall advise MassDOT after change implementation. Confirmed notification is preferred. Improvements Improvements either add or modify existing functionality. Improvements to the system are distinguishable from ongoing maintenance in that they are not intended to remedy system defects, and, if not completed, the system would continue to operate per the performance standards. Improvements to the system will be provided as part of this agreement. Any System Improvements will be executed under this agreement, through task orders, with a separate scope and budget established for each task order utilizing agreed to negotiated hourly rates. The total of all Task Orders executed shall not exceed hours)
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