HomeMy WebLinkAbout20141894.tiff RESOLUTION
RE: APPROVE SCOPE OF WORK AGREEMENT FOR SPILLMAN INFRASTRUCTURE
MANAGED SERVICES AND AUTHORIZE CHAIR TO SIGN -SOLUTIONS II, INC.
WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to
Colorado statute and the Weld County Home Rule Charter, is vested with the authority of
administering the affairs of Weld County, Colorado, and
WHEREAS, the Board has been presented with an Agreement to Purchase of
Professional Services between the County of Weld, State of Colorado, by and through the Board
of County Commissioners of Weld County, on behalf of the Department of Public Safety
Communications, and Solutions II, Inc., commencing upon execution of signature, and to remain
in effect a minimum of 18 months and a maximum of 24 months, with further terms and conditions
being as stated in said agreement, and
WHEREAS, after review, the Board deems it advisable to approve said agreement, a copy
of which is attached hereto and incorporated herein by reference.
NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld
County, Colorado, that the Agreement to Purchase of Professional Services between the County
of Weld, State of Colorado, by and through the Board of County Commissioners of Weld County,
on behalf of the Department of Public Safety Communications, and Solutions II, Inc., be, and
hereby is, approved.
BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized to
sign said agreement.
The above and foregoing Resolution was, on motion duly made and seconded, adopted
by the following vote on the 23rd day of June, A.D., 2014.
BOARD OF COUNTY COMMISSIONERS
WELD COUNTY, COLORADO
ATTEST: CCa� C1 // àbemttht
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Weld County Clerk to the Board
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e- arbara Kirkmeye , Pro-TemI
BY: 1_ �. e I1 . . _•1�r��
Dep Clerk to the Boar. ���. I �T
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P. Conway
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APPRQ�fEfJ ;• TO FO,.:. ��� Hi�a1�_
a Freeman
orney ��`[ / . 1 XCUSED
William F. Garcia
Date of signature: 7-8-/'/
CC Cm(mw + (Ss)/So It
7- 14- 2,0 i4 2014-1894
CM0023
Performing Ahead of the Cuive Solutions II
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EMERGENCY MANAGEMENT
Weld County, CO
Statement of Work
Master Agreement for Consulting Services Number:
Statement of Work Number: Weld05.13.14-01
SOW Description: Spillman Infrastructure Managed Service
May 13th 2014 (05/13/2014)
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Solutions II will, under the guidance and participation of Weld County,CO,facilitate the management of a two
site Spillman infrastructure as detailed below.
Unless executed,this Scope of Work expires on:June 27th 2014(06/27/2014)
Stupc
Solutions II will perform the following, at the times specified, during the term of the Agreement. The project
duration for all development will begin upon execution of this contract,or at such later time as the parties agree
to herein. Due to the nature of the project being conducted by Solutions II,any delay in the completion of the
project not directly under the control of Solutions II (i.e. not caused by the negligence of Solutions II) will not
be held to be the responsibility of Solutions II.
Solutions II staff will provide a managed service on the infrastructure components listed below as detailed in
the Managed Services section of this Statement of Work.
Components to be managed are:
• 2x Power 740 Servers
o 2x AIX LPARs
• 2x v3700 Storage Arrays
• 2x CR6 HMCs
• PowerHA
This agreement and service will be for the term of two (2) years. This managed service and two (2) year term
will begin following a 30-60 day implementation phase.
Solutions II uses a systematic approach to successfully execute projects. Below is an outline of the steps
Solutions II provides to ensure a successful project.
• Preparation
o Review ongoing client expectations
o Review ongoing scheduling, procedures and soon for accuracy
• Managed Service
o Ongoing management according to the detailed work effort described in this Statement of
Work
• Documentation
o Weekly environment reports
o Quarterly managed service reports
• Project completion
o Close-out meeting where the project is reviewed,and a project sign-off with survey is obtained
from the Client
Page / 2of10
Client CONFIDENTIAL AND PROPRIETARY INFORMATION OF SOLUTIONS II,;NC NOT TO RE USED Solutio
ns II N.
EMPLOYED,ALTERED,DUPLICATED,OR COPIED WITHOUT EXPRESS WRII TEN PERMISSION. Solutions II "—�
I'ny).u,itiun
Upon approval of the purchase agreement and the scope of work documents, a pre-engagement meeting will
be held with Solutions II. The agenda of this meeting will include:
• Team member and role verification from Solutions II and staff
• Review in scope hardware and/or software
• Review policies and procedures for accuracy
• Project milestones
M.in.Tl;rll Srrvit 4 .
The engagement at Weld County,CO will consist of the following major milestone:
Daily tasks:
Power 740 Frames/AIX and HMCs—
• Daily monitoring of system health and availability
o AIX Server CPU Utilization
o AIX Server Memory Utilization
o AIX Server Storage Availability and Utilization
o AIX Server Network Availability and Utilization
o Filesystem free capacity
o Monitor predefined list of required services
o Monitor for hung/zombie process'
o Review for excessive idle user sessions
o Review excessive login failures being logged
o Review system error logs
o Create AIX users upon request
• Resolution of server and OS issues
V3700 Storage Arrays—
• Daily monitoring of system health and availability
o Storage Controller Utilization
o Storage disk%busy
o Storage array service time
o Storage pool free capacity
o Storage LUN free capacity
o Storage LUN availability to AIX
• Resolution of storage problems
PowerHA—
• Monitor cluster relationships, remediate as necessary
Page / 3of10
Client Solutions ,
CONFIDENTIAL AND PROPRIETARY INFORMATION OF SOLUTIONS II,INC.NOT TO BE USED. II \4
EMPLOYED,ALTERED,DUPLICATED,OR COPED WITHOUT EXPRESS WRITTEN PERMISSION. Solutions
Quarterly tasks:
Power 740 Frames/AIX and HMCs—
• Compare code levels of systems against released code levels
• Investigate fixes in new released code levels for applicability
V3700 Storage Arrays—
• Compare code levels of systems against released code levels
• Investigate fixes in new released code levels for applicability
PowerHA—
• IBM PowerHA
o Review current cluster logs
o Validate topology,extended resources,and synchronization
o Review/update PowerHA managed application and dependent file sets
o Failover testing during periodic maintenance windows
o Validate resource group function and make necessary modifications
o Determine and make any changes needed to file systems(increase space, modify rights,etc)
Bi-Annual tasks:
• Twice yearly failover testing
o PowerHAfailovertesting
Annual tasks:
All Managed Hardware—
• Scheduled Upgrades
o Firmware upgrades based on how often the vendor releases code updates and applicability of
the updates to the environment,with the assumption the client's environment can support
the released code.
AIX and PowerHA—
• Scheduled Upgrades
o One upgrade annually based on how often the vendor releases code updates and applicability
of the updates to the environment,with the assumption the client's environment can support
the released code.
As needed tasks:
Power 740 Frames/AIX and HMCs—
• Troubleshoot and remediate issues
Page / 4of10
Client p 1
CONFIDENTIAL AND PROPRIETARY INFORMATION OF SOLUTIONS H,INC NOT TO BE USED Solutions Ii
EMPLOYED,ALTERED,DUPLICATED,OR COPIED WITHOUT EXPRESS WRITTEN PERMISSION. Solutions II t—.>
• Open and work tickets with IBM
• Address tickets opened by monitoring or the Weld County,CO team
V3700 Storage Arrays—
• Troubleshoot and remediate issues
• Open and work tickets with IBM
• Address tickets opened by monitoring or the Weld County, CO team
AIX and PowerHA—
• Troubleshoot and remediate issues
• Open and work tickets with IBM
• Address tickets opened by monitoring or the Weld County,CO team
Douanu•ntdtioII
The following deliverables will be discussed in detail during implementation:
• Runbook: The state of the environments,contact names,Standard Operational Procedures,and other
Client-specific information will be documented in a Runbook. This Runbook will be shared with Client.
Solutions II is responsible for updating Runbook as needed.
• Quarterly Reports: Reports covering Backup Success or Failure rates, utilization/capacity, support
response times and additional support ticket statistics will be delivered to Client on a Quarterly basis.
• Root Cause Analysis Reports: RCA's (Root Cause Analysis) will be created for all Severity 1 Events.
RCA's will be completed within S business days of the event. It should be noted that if the root cause
is not determined within 5 days,the report will cover the current status of the investigation and next
steps. For all other events,Solutions II will provide status via email.
• End State Documentation: The configuration of the environment as it relates to Managed Services will
be documented at the conclusion of Engagement.
Project Completion.
• At the completion of the project,a project completion form will be delivered which will detail the tasks that
have been accomplished during the engagement.
• By signing the project completion form, the Client agrees that the engagement has come to a successful
completion, per the scope of work.
Project Assumptiom-
Administrative
• This engagement will begin on a mutually acceptable date after Solutions II is in receipt of a signed Scope
of Work and a valid purchase order or signed purchase agreement from client that covers the fees and
expenses described herein.
• The client will provide Solutions II technical resources with a workspace and access to phone,fax machine,
printer and physical facilities(i.e.,data center)as needed. The client will also provide access to network for
the engineer's laptop(s).
Page 150110
Client
CONFIDENTIAL AND PROPRIE TARP INFORMATION OF SOLUTIONS It INC.NOT TO BE USED, Solutions II �
EMPLOYED,ALTERED,DUPLICATED.OR COPIED WITHOUT EXPRESS WRITTEN PERMISSION. Solutions II I�
• The client will provide appropriate technical and management resources to participate in the
implementation.
• In the event the governing body does not appropriate sufficient funds in the succeeding fiscal years to meet
the financial obligations contained in this Agreement,this Agreement shall be terminated.
Technical
• Network is available and appropriately configured.
• Network has bandwidth and latencies appropriate to support the implemented solution.
• Ethernet network outages will not affect Solutions II SLAs.
• SAN switch outages will not affect Solutions II SLAs.
• Server and clients are available, patched per Solutions II recommendations and are appropriately
configured.
• Tasks will be performed through a combination of onsite presence, coordination via telephone, email, or
other remote means as appropriate.
• Remote access will be available for Solutions II engineers 24/7 through some form of VPN (Site to Site VPN
is preferred).
Change Management Procedures
In the event It is necessary to change this Scope of Work document,the following procedure will be used:
• A Change request document ("Change Request") will be executed by the parties describing the nature of
the change,the reason for the change,and the effect the change will have on the scope of work,which may
include changes to the work product. Parties will determine the additional charges, If any and they will be
detailed in the Change Request Document.
• Either party for any material changes to an applicable scope of work may initiate a Change Request. The
requesting party will review the proposed change with the other party, and the appropriate authorized
representatives of the parties will sign the Change Request,indicating the acceptance of the changes by the
parties.
• Upon execution of the Change Request,said Change Request will be incorporated into and made a part of
the applicable scope of work.
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Term
Managed Services Implementation from initiation to Launch is expected to take up to sixty(60)days. The term
of the contract for Managed Services is twenty four(24)months from Launch.
Monthly Recurring Fees: Monthly Recurring Fees will be invoiced at Launch.
Work Stoppage Clause: Work stoppage by Weld County, CO, or inability to make progress towards Launch,
will not delay Monthly Recurring Fees. Any mutually agreed-upon work stoppages will be documented via a
PCR.Stoppage may delay the Launch Date but will not decrease the total contract value of the agreement.The
maximum delay before the Monthly Recurring Fees will be reinstated is sixty(60)days.
Contract Extension: At the end of the initial contract term,the contract automatically converts to a month-to-
month contract at the same Monthly Recurring Fees.
Page / 6of10
nlenr
CONFIDENTIAL AND PROPRIETARY INFORMATION OF SOLUTIONS II,INC NOT TO BE USED, SOl t i 1 ions )I
EMPLOYED,ALTERED,DUPI ICATED,OR COPIED WITHOUT EXPRESS WRITTEN PERMISSION_ Solutions II `�,
Termination
Termination under this contract,outside of the MSA will be handled as follows.
Termination Notice:Sixty(60)days'notice will be given prior to cancelation of this contract.
Termination for Cause: Termination for Cause may be exercised by Client based upon Chronic SLA Failure or
gross misrepresentation of information from Solutions II. Chronic SLA Failure is defined as having occurred
when SLA Credits have been maxed out 3 times(3 different months)within 6 consecutive months.
Termination based on system decommission:Solutions II understands that the Spillman environment is to be
decommissioned in approximately 18-24 months.Should decommission be completed prior to the end of this
24 month contract,termination will be allowed following 18 months of the contract term(18 month minimum).
Service Level Agreement-, ,Intl Service Level Objet lives
The main difference between SLAs and SLOs are:
1. Specificity to Client
2. Imposition of SLA Credits
Please note that all the information in this section of this SOW will be discussed in great detail during
implementation. Client will receive training on notification processes and escalation processes.
There will be a burn-in period of ninety(90)days following the Managed Service launch in which SLA's will not
be enforced.
Service Level Agreements(SLAs)
SLAs refer to response times and tracking associated with Incident Notification as well as other Client-initiated
requests. They are governed by the Severity Level Matrix and the Support Escalation Matrix.
Response Time is the elapsed time from notification of an Incident or Request to Solutions II, either by Client
or monitoring system,to the Client. If the notification or request came from Client,then Solutions II must notify
Client of receipt of notification within the time period in the Severity Level Matrix. If the notification came from
Solutions II monitoring,then Solutions II must notify Client of incident also per the Severity Level Matrix.
The Severity Level Matrix and SLA Response time is listed below.
Initiation System State Users Impacted Priority SLA Response
Time
Mission Critical All Sev-1 < 1 Hour
(Production
Unavailable)
Trigger Event Degraded (Partial Multiple Users in Sev-2 <4 Hours
Availability) Multiple Locations
Slow (Redundant Multiple Users in Sev-3 <8 Regular
Node Available or Single Location Business Hours
Page j7ofIO
Client
CONFIDENTIAL AND PROPNIETA RV INFORMATION CF SOLUTIONS II,INC. NOT TO BE USED. Solutions 11
EMPLOYED,ALTERED,DUPLICATED,OR COPIED WITHOUT EXPRESS WRITTEN PERMISSION. Solutions II ��
Slow But
Functional)
Non-Technical N/A Sev-4 Two Business
Request or Inquiry Impact/Business Days
Issues
Response Time SLA requirements are governed by the Support Escalation Matrix.
Reporting Problem Priority Response&Escalation
Method Record
Generation Sev-1 Sev-2 Sev-3 Sev-4
Alert Automation 1. 511 (Solutions II) 1. 511 PL engaged 1. SII PL 1. $11 PL
creates Practice Lead and SO Account engaged engaged and
record (PL)engaged Team/Mgmt and SII SII Account
and 511 Account notified Account Team/Mgmt
Support On Shift notified
Line Team/Mgmt L. SIT responds Team/
Coverage notified p Mgmt 2. SII responds
creates w/status to g
record 2. 511 responds Client<4 hrs. notified w/status to
within 2
w/status to 3. 511 will engage 2. 511 responds business
Email Automation Client via phone internal/ w/status to
creates < 1 hour. client within days
record external 3. SII will
3. 511 will engage sources as 8 Regular
business hrs engage
SI! User creates internal/ needed internal/
Ticketing record external 3. S11 will external
System sources as engage
sources as
needed internal/ needed
external
sources as
needed
SLA Credits and Process
The credit for each missed SLA is one hundred dollars($100.00),with a maximum SLA credit of twenty percent
(20%)of the Monthly Recurring Fees in any given month. A month is equal to a calendar month.
Solutions II will track and report any missed SLA's. These will be documented in the next Quarterly Report,
Any credits during a month will be deducted from the following month's invoice. If the invoice for that month
has already been sent,the credit will be deducted from the next monthly invoice.
Service Level Objectives(SLOs)
SLOs are composed of one or more quality measurements of services being provided by Solutions II. Parameters
are defined to establish achievement values,but they are not associated with penalties if the levels are not met,
The Service Level Objectives measure whether Solutions II is meeting certain agreed, measurable criteria for
the services that Solutions II is contractually committed to provide to Client. Solutions II shall monitor, measure,
and report to Client its performance beginning on the Services Launch Date (the date Solutions II begins
180/ 10
i ,��
providing the Managed AIX and Storage Service)thereafter during the term of the aforementioned Engagement
against all Service Level Objectives then in effect.
SLO performance Is included in the Quarterly Reports.
SLOs are specific to the business requirements of each client. Therefore, specific SLOs shall be determined
during the initial Implementation period. For example: backup success or failure rates, system performance
metrics and capacity threshold trending.
Incident Notifications and Requests
Incident Notification and other support processes will be discussed in detail during Implementation. High level
information is below.
Incident Notification may be generated either by Solutions II or by Client.
Client may initiate Support Tickets or other requests only by this process:
1. Call to Solutions II Managed Services Support Desk:855-817-0919
2. Email to Solutions II Managed Services Email address:Support@solutions-ii.com
3. Initiate ticket with appropriate information leveraging Solutions II ticketing system
Any Severity 1 or 2 Incidents entered into ticketing system or emailed must be followed up with a
phone call to the Solutions II Managed Services Support Desk.
The customer-initiated follow-up phone call is to save all possible time when initiating investigation into and
remediation of a Sev-1 incident.
Solutions II may initiate the incident notification. In this case, Solutions II's monitoring systems notifies
Solutions II support personnel of the incident. When this occurs, the on call Solutions II engineer will notify
Client via email and/or phone of the incident.The Solutions II Engineer will then document the notification has
occurred.
Page j9of10
Client Solutions AND PROPRIETARY INFORMATION OF SOLO TIONS II,INC.NOT TO SE USED, Solutions II �
EMPLOYED,ALTERED,DUPLICATED,OR COPIED WITHOUT EXPRESS WRITTEN PERMISSION. Solutions tl 1�
Payment:
Always subject to Article VI of the Agreement,Solutions II will provide the consulting services as outlined in this
Statement of Work.
Fees for services rendered pursuant to this Agreement shall be paid by Client as follows:
1) A total fee of ninety three thousand six hundred dollars, ($93,600.00) will be paid by Client for this project.
a) $7,200.00 will be due upon execution of this Statement of Work for onboarding.
b) $3,600.00 will be due monthly beginning at the launch of the Managed Service.
No travel or onsite presence is expected during the contract period. Should an onsite presence be required
client is responsible for reasonable travel fees. Every effort will be made to use local resources should an onsite
visit be required.
All fees and costs incurred under the terms of this Agreement shall be due 30 days after a statement has been
sent to Client by Solutions II. Any late payment is subject to an interest charge of 1.5% per month (18% per
annum) plus all costs of collection including attorney fees and costs.
Client is responsible to pay all applicable state and local sales and use taxes related to professional services and
travel expenses.
Weld County, CO Solutions II
1401 North 17th Ave. 2607 S. Decker Lake Blvd.,Suite 200
Greeley, CO 80631 Salt Lake City, Utah 84119
•
Signatur Signature:
Name: Douglas CC Rademacher Name: Dauicj It.). J}pr,g
Chair, Weld County Board
Title: of Commissioners Tit Ie:EKF, uk'Ve Vice Pre stdexit
Date. JUN 2 32014 Date: to/zo/2.Oiy
&oil/-/cf99
Esther Gesick
From: Mike Wallace
Sent: Wednesday, June 18, 2014 4:47 PM
To: Esther Gesick
Cc: Jack Statler
Subject: Board Agenda for Monday the 23rd
Attachments: 1263_001.pdf; ATT00001.htm
Esther, attached is an agreement for services for our CAD system AIX system software and hardware support.
This will be a interim solution until a new CAD vendor is selected and implemented. This was approved in
work session on 06-11-14 with the Commissioners. They have asked to put this on the agenda.
PS., I also have 2 others that I will be sending you for the 23rd Meeting. I will not be there, but Jack Statler will
be. Let me know what else is needed.
Thanks.
Michael R Wallace, ENP
Sent from my iPad
Begin forwarded message:
From: Communications Copier <comI01-c4251@co.weld.co.us>
Date: June 12, 2014 at 4:58:48 PM CDT
To: Mike Wallace <mrwallace@co.weld.co.us>
Subject: Attached Image
2014-1894
1
Donna Bechler
From: Esther Gesick
Sent: Monday, June 23, 2014 1:20 PM
To: Donna Bechler
Subject: FW: Solutions II - Managed Services SOW for Weld County
Donna,
Please cc:Jeff Robbins Jeff Robbins(cTsolutions-ii.com at the same time you copy Mike Wallace and Jack Statler. I believe
they are desiring a scanned copy today.
Thanks!
Esther E. Gesick
Clerk to the Board
1150 O Street)P.O. Box 758/Greeley, CO 80632
tel: (970)336-7215 X4226
Confidentiality Notice:This electronic transmission and any attached documents or other writings are intended only for the person or entity to which it is addressed
and may contain information that is privileged,confidential or otherwise protected from disclosure.If you have received this communication in error,please
immediately notify sender by return e-mail and destroy the communication.Any disclosure,copying,distribution or the taking of any action concerning the contents
of this communication or any attachments by anyone other than the named recipient is strictly prohibited.
From: Jeff Robbins [mailto:Jeff.Robbins@lsolutions-ii.com]
Sent: Monday, June 23, 2014 12:03 PM
To: Esther Gesick
Subject: Re: Solutions II - Managed Services SOW for Weld County
Perfect. Thanks!
On Jun 23, 2014 11:59 AM, Esther Gesick <egesick(n,co.weld.co.us> wrote:
Success! I'll return a fully signed copy a little later today.
Sent from my iPhone
> On Jun 23,2014, at 11:14 AM, "Jeff Robbins" <Jeff Robbins@solutions-ii.com>wrote:
>
>Thanks!
>Jeff Robbins
> Sr. Account Executive I Solutions 11, Inc.
>2607 South Decker Lake Blvd., Suite 200 I Salt Lake City, Utah 84119
> Phone(Single-Reach): 801.441.5982 I Fax: 801.466.0907
>www.Solutions-ii.com<http://www.Solutions-ii.com> I Integrity, Passion,Quality
> From: Stephanie Reinke
> Sent: Friday, June 20,2014 10:13 AM
>To: Jeff Robbins
1
> Subject: RE: RE: Solutions II-Managed Services SOW for Weld County
> Stephanie Reinke
> Sales Operations Representative I Solutions II, Inc.
> 8822 South Ridgeline Blvd., Suite 205 I Littleton,Colorado 80129
>Phone(Single-Reach): 303.524.3273 I Fax: 303.796.8399
>www.Solutions-ii.com<http://www.solutions-ii.com/> I Integrity, Passion, Quality
>From: Jeff Robbins
> Sent: Friday,June 20,2014 9:34 AM
>To: Stephanie Reinke
>Subject: FW: RE: Solutions II-Managed Services SOW for Weld County
>Importance: High
>
>Thanks!
>Jeff Robbins
> Sr. Account Executive J Solutions 11, Inc.
>2607 South Decker Lake Blvd., Suite 200 I Salt Lake City,Utah 84119
> Phone(Single-Reach): 801.441.5982 I Fax: 801.466,0907
> www.Solutions-ii.com<http://www.Solutions-ii.com> I Integrity, Passion,Quality
> From: Jeff Robbins
>Sent: Friday,June 20, 2014 9:31 AM
>To: Lindsay Smith
>Cc: David Stone
>Subject: FW: RE: Solutions II -Managed Services SOW for Weld County
>Importance: High
>Hey Lindsay
>Can you print out the attached SOW for Dave to sign?Please scan the signed copy and email it back to me as a single attachment.
> Weld County requires that we sign the SOW first and then their county commissioner will countersign.
>Let me know if you have any questions.
>Thanks!
>
>Jeff Robbins
> Sr. Account Executive I Solutions II, Inc.
>
>2607 South Decker Lake Blvd., Suite 200 I Salt Lake City, Utah 84119
> Phone(Single-Reach): 801.441.5982 I Fax: 801.466.0907
>www.Solutions-ii.com<http://www.Solutions-ii.com> I Integrity, Passion, Quality
><Weld County SOW_6.20.2014.pdf>
2
Hello