Enterprise Solutions Consulting, LLC/Utilities/Application Managed Services; Oracle Customer Cloud Services Implementation; ESC PartnersProprietary and Confidential City of Carmel / ESC Partners
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CONTRACT
Application Managed
Services
Customer: City ofCarmel Utilities
Vendor: ESCPartners
Project: Oracle Customer Cloud ServicesImplementation
Execution Date:
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
Document Control
Owner ESC Partners
Status Initial Outline
Version Description of Change Date Author
1 Document Outline July 2nd, 2021 Jessica Speed
2
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
Signature Page
STATEMENT OF WORK
This APPLICATION MANAGED SERVICES STATEMENT OF WORK is entered into as
of this _____ day of _____________
City of Carmel by and through its
Board of Public Works and Safety Indiana Municipal Corporation, an Indiana
or City ofCarmel).
This SOW is supplemental to the Master Services Agreement between VENDOR and Client Master
Agreement
Agreement.
If there is any inconsistency between this SOW and the Master Agreement, the SOW shall be controlling,
and take precedent unless expressly otherwise provided in the SOW.
IN WITNESS WHEREOF, aduly authorized representative of each party has executed this agreement on
the Effective Date.
Signatures on next page)
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
Approved and adoptedthis day of ,2021.
CITY OF CARMEL, INDIANA Enterprise Solutions Consulting, LLC
By and through its Board of Public Works &Safety
BY: BY:
James Brainard, Presiding Officer RJKumar, President & CEO
07/06/2021Date: Date:
MaryAnn Burke, Member
Date:
Lori S. Watson, Member
Date:
ATTEST:
SueWolfgang, Clerk
Date:
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
8/18/2021
Not Present
8/18/2021
------------
8/18/2021
8/18/2021
Proprietary and Confidential City of Carmel / ESC Partners
Background
Insupport ofongoing operations and management oftheOracle Utilities Customer Cloud Service forCity
ofCarmel Utilities (Carmel Utilities) management, Carmel Utilities hasrequested an Application Managed
Services Agreement from theEnterprise Solutions Consulting, LLC (ESC) toprovide Oracle Cloud
application management services.
Application Management Services Framework
ESC willprovide following aspects toensure that high quality ismade available toallCity users with us
involving the right resources forsupporting ourimplemented solution:
This section willdescribe:
The overall approach toCIS solution support:
o ESC Support Team, Oracle Premier Support.
o The useofESC project resources (Implementation Team) through thewarranty period.
How theApplication Management Services team willbeprepared tosupport thesolution.
The team involvement throughout theproject and production ofdeliverables necessary for
support.
ESC Application Management Services Framework, Methodologies, Tools, and Processes.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
APPLICATION MANAGMENT SERVICES FRAMEWORK
The ESC team willprovide comprehensive Oracle CCS functional and technical support services under
Application Management Services 24/7support. The ESCapplication support and Oracle Cloud support
team willintegrate withCarmel ITsupport team. This will help toestablish, operate, and provide
knowledge transition associated with theapplication support system, adopting industry best practices.
The following graphic illustrates Application Management framework:
AMS STACK
The scope fortheApplication Managed Services includes:
1. ServiceDeskfunctionforbothapplication andhostingservicesduringbusinesshours
2. 24/7Technical support forallstandard Oracle CCS functionality implemented during
Implementation
3. 24/7Technical Support forallenhancements andInterfaces (i.e., configuration changes,
customizations, etc.) implemented.
4. 24/7System monitoring and defect resolution forbatch processing
5. 24/7Hosting support (Oracle) including hardware, operating system, network, and infrastructure
security monitoring andmanagement
6. Asneeded, additional development,consulting support will beprovided asrequested byCarmel
Utilities based onagreed upon ratecard
7. All code, configuration, etc. will be owned by Carmel Utilities and will be provided full access at
alltime
8. Dedicated Application Delivery Manager / Lead willbeassigned byESC forthisengagement.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
APPLICATION MANAGEMENT PROCESSES
The following provides ahigh-leveldescription ofthe processes that willbeleveraged foreachCarmel
Utilities engagement:
ESC Integrated Support Services (EISS) The EISS Framework isour approach fordefining,
developing, and implementing managed applications. The EISS ticketing system institutionalizes
ourbest practices and isfully conformant with Best Practice ITService Management models.
UEE Utilities Evolution Excellence
methodology that will beemployed forthe development ofenhancements ornew requirements.
Operational Framework TheOperational Framework details theinterface/touchpoints and
workflows involved in the day-to-day activities. The Operational Framework alsodescribes the
processes used forIncident and Problem Management, Change and Release Management, and
Configuration Management.
Enterprise Human Resource Management (EHRM)
resource framework, based on well-known problem-solving techniques and team dynamics. Itwill
promote high-performing, self-
giving resilience toourservice. One ofthekeybenefits ofthisapproach isthedriver / riderprinciple
whichmitigates theriskofalltheapplication knowledge residing withanindividual.
ESC willprovide afullsuite ofapplication services, from strategic planning andbusiness process
outsourcing, toapplication integration, development, maintenance, support, and service desk. ESC
that weprovide ourclients with thehighest level ofquality. Theinformation that follows willfocus specifically
ontheApplication Maintenance andSupport services, highlighted inthediagram.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
APPLICATIONMANAGEMENTSERVICESMODEL
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
APPLICATION MANAGEMENT SERVICE ACTIVITIES
Application Management Services program iscomprised ofthe following activities:
Activity Description
Transition Timespent inknowledge transition designed to inform the
During Testing) support teamof system architecture anddetails toenhance
ourability tosupport operations efficiently. se Event Application initiated trouble ticket indicating abreak incivexpectedoperationalperformance. re Incident Userinitiated trouble ticket indicating abreak inexpectedS
operational performance. deg Problem Deeper investigation andrepair ofissues with the goal ofaneliminatingrepeatbreaksinproductionoperations. a
M Access / Security Executing requests forpassword reset, newemployee
n Carmel Utilities Primary access, access changes, etc. oi Responsibility) tac Service request Estimations The provision of high-level estimations and minorilpenhancementstosystemfunctionality. pA Preventative Maintenance Routine scheduled activities designed toproactively prevent
breaks intheproduction operation.
Vendor Management Escalation, monitoring, and reporting ofhardware/software
vendor-based issues.
IT Governance / Reporting Oversight oftheApplication Managed Services operation
keeping activities aligned with defined business objectives.
1. TRANSITION FROM IMPLEMENTATION (RISKMITIGATION)
Transition forApplication Management Services (AMS) willoccurthroughout the implementation
services phase. Members ofourAMS team willbeassigned asBusiness Analysts, Testing,
Documentation and Quality Assurance resources. These resources willbring critical knowledge to
theApplication Management Services team; and experience required toensure consistent quality
service. The project teams willapply processes, checklists, and controls to ensure deliverables
areproduced that willbe necessary for thesupport teams. These deliverables typically include
thefollowing:
Entity Relationship Model
Business Process Decomposition
Business Process Descriptions
Data FlowModels
System Specifications
Program Documentation
Database Documentation
Knowledge Management Portal.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
The ESC team has extensive expertise and experience in managing and executing Transition
Projects forApplication Management Services contracts. This experience willbeapplied toensure
support commitments areachieved assoon asthesolution goesintoproduction.
2. EVENT, INCIDENT, ANDPROBLEMMANAGEMENT (BREAK/FIX)
ESC will conduct all break/fix activity within thescope of services. Break/fix activities can include,
butnotbelimited tothefollowing:
Triage ofareported eventorincident
Validation oftheevent/incident severityandpriority
Assignment toanappropriately skilledresource
Resolution orreassignment oftheevent/incident
Root cause analysis
Submission ofalong-term problem correctionrequest
Status updates ofopenevents/incidents
3. ACCESS ANDSECURITY
Access/Security activities bynature areunplanned events. Access / Security activities will be
activities include executing
requests for password reset, new employee access, access changes, etc.
4. APPLICATIONSERVICEREQUESTESTIMATIONS/PROJECTS
ESC willprovide minor, incremental application implementation and integration projects ona
service request basis from Carmel Utilities. Service requests willbeaccepted andevaluated for
generation ofspecific statements ofwork (SOW) that willdescribe thescope, approach, schedule,
and pricing associated with therequest. Customer and ESC willagree onamutually acceptable
delivery dateforthe requested SOW(s) during therequirements gathering activities necessary to
generate theSOW response. Estimation and execution ofservice requests willbeprioritized as
secondary efforts toproduction support tickets.
5. PREVENTIVEMAINTENANCE (PM)
Preventive Maintenance activity, with theunderstanding andagreement ofCarmel Utilities, willbe
performed offsite. APreventative Maintenance Checklist detailing allPMactivities completed will
beprovided toCarmel Utilities onamonthly basis. IfallPMactivities cannot becompleted within
theallotted month, areview with theCarmel Utilities team willbeconducted and aplan for
remediation willbe made.
These PMactivities typically include:
Minor config change
Report changes
Additional user profile setup
Other mutually agreed activities
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
6. VENDORMANAGEMENT
Vendormanagement activitiesincludeescalation, monitoring, andreporting ofhardware/ software
vendor-based issues. ESC will beresponsible forcoordinating and managing hosting, operating
system, andsoftware vendor forany/allissues with Oracle.
7. IT Governance and Reporting
ofthis
agreement. The G/Ractivities willbeperformed bythedesignated Application Managed Services
Delivery Manager. The G/R activities may include, butnotbelimited to thefollowing:
Management ofthesupport team including staffing andpersonnel management
Identification ofrisks andissues
Management reporting
IT budgeting andfinancial review
Issue review and performance evaluation
Next monthplanning
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
APPLICATION SERVICES SUPPORT STRUCTURE
Application support services willbeprovided byastrong, onshore/offshore model 24/7support teamwith
access to Level 3product support fromOracle product support, as required. Thediagram below
describes Application Services Support inrelation to theoverall governance structure fortheESC team
and theOracle CCS solution.
With Oracle CCS subscription, Carmel Utilities isenabled with Oracle Premier Support forthe Oracle
CCS application.
Key features ofOracle Premier Support include:
New product feature and updates, fixes, security alerts, and critical patch updates
24-hour commitment andresponse guidelines forSeverity 1service requests.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
ESC utilizes thefollowing definitions within thisSLA section:
Our team willachieve therequirement defined intheRFP forresponding tomaintenance requests as
follows:
ESC TERM DEFINITION
System generated alert totheESC support team from agents monitoringEventequipmentand/orapplications withintheproduction environment.
Classification assigned toaService Request. Used to determine responseSeveritytimeandprioritybyESCwhenaservicerequestisissued.
Anevent orservice request within theproduction environment(s) thatDefectSeverityLevel1prevents, orotherwise severely toconductHIGH) business, requiring thequickest response time andresolution.
Anevent orservice request within theproduction environment(s) thatDefectSeverityLevel2conductbusinessbuthasaworkaroundand3 (MEDIUM) does notrequire immediate resolution.
Arequest forservice that does notrequire immediate resolution. May beaDefectSeverityLevel4
long-term enhancement requestorplaceholder for laterreview. LOW)
Defined standard foraspecific SLAmeasurement. Target
Percentage oftime thetarget ismet inidealcircumstances. Goal
Percentage oftime thetarget ismet over thecourse oftheagreement tobeSuccessconsideredsuccessful.
Arequest forsupport issued bythe client Helpdesk SupportServiceRequestUtility (TicketingSystem).
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
Carmel Utilities Service Carmel Utilities ESC ESC ESC
Level Description Service Level Measurement and
Goal SuccessCalculationTarget
Target
Response
Time)
Defect Severity Level 1: Request 15 minutes from Average 95%
Requires immediate Response Time: receipt of alert, resolution in
attention Critical during business twenty-four30minutes.
production functionality is hours (8am-5pm (24) hours
Requestnotavailable, ormany PT, weekdays, and
Resolution Timeuserscannotaccessthe non-holidays) with
Target: < 2Application. Causes a subsequent
hours. major business impact updates at
where service islost or intervals ofno
Maximumdegraded, and no greater than 60
Permittedworkaroundisavailable, minutes from the
Requestthereforepreventing latest update, until
Resolutionoperationofthebusiness. Confirmation/Close
Time: < 48
hours Request
Resolution Time
Target: < 2hours.
Maximum Request
Resolution Time: <
48hours
Defect Severity Level 2: Request 30 minutes from Average 95%
Requires priority attention Response Time: receipt of alert, resolution in
Some important 1hr. during business three (3)
production functionality is hours (8am-5pm Business Days
Requestnotavailable, or asmall PT, weekdays, and
Resolution Timenumberofuserscannot non-holidays) with
Target: < 4accessthesystem. subsequent
hoursCausessignificant updates ateach
business impact where business day, by
Maximumserviceislostordegraded, 5pm, PT, until
Permittedandnoworkaroundis Confirmation/Close
Requestavailable, however the
Resolution Requestbusinesscancontinueto
Time: < 96 Resolution Timeoperateinalimited
hours Target: < 4hoursfashion.
Maximum
Permitted Request
Resolution Time: <
96hours
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
Defect Severity Level 3: Request 30 minutes from Average 95%
Requires attention There Response Time: receipt of alert, resolution in
isaproblem or 1hr. during business eight (8)
inconvenience. Causes a hours (8am-5pm business days
Requestbusinessimpactwhere PT, weekdays, and
Resolution Timethereisminimallossof non-holidays) with
Target: < 6serviceandaworkaround subsequent
hoursisavailablesuchthatthe updates ateach
system cancontinue to business day, by
Maximumoperatefully, andusers 5pm, PT, until
Permittedareabletocontinue Confirmation/Close
Requestbusinessoperations.
Resolution Request
Time: < 7days Resolution Time
Target: < 4hours
Maximum
Permitted Request
Resolution Time: <
96hours
Defect Severity Level 4: Request 60 minutes from Average 95%
There isaproblem or Response Time: time of receipt of resolution in
issue withnoloss of 1hr. alert, during fifteen (15)
service andnobusiness business hours business days
Requestimpact. (8am-5pm PT,
Resolution Time weekdays, and
Target: < 24 non-holidays) and
hours once each
subsequent week,
Maximum until
Permitted Confirmation/Close
Request
Resolution
Time: < 7days
ESC AMS team willadhere to holiday calendar which Carmel Utilities willberequired to
provide toESC team atthe beginning ofeach calendar year.
Reporting isanimportant aspect of theoverall service level management process. The ESC team will
gather data by automated and manual means (depending on thetools available forthispartnership) and
consolidate into meaningful reports
Our standard business practice isto develop SLAs jointly with thecustomer. This joint development is a
multi-
Service Level Requirements (SLRs), followed byastabilization period inwhich Service Level Objectives
aretargeted, and, finally, theSLAs areestablished. This practice ensures abalance for bothCarmel Utilities
and ESC whereby Carmel Utilities has anSLA tailored to theirspecific needs without having to over-
engineer thesolutions.
Management in moredetail.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
THESLA DEFINITIONPROCESS
Ingeneral, SLA definition involves:
Understanding theneeds and objectives
Verifying thestability ofservice
Developing and obtaining agreement tothe SLA
The process willvary slightly inrelation tothematurity oftheservice level metrics and measurements at
thetime oftransition. Torapidly manage thequality ofservice delivered, wepropose toexecute the
following three-phase plan:
1. During the proposed Converge Phase (Implementation phase), ESC and Carmel Utilities will
identify all components, elements, and severity levels, priorities subject toSLAorKey
Measurements (KM). Methodologies, processes, and algorithms willalso bedefined. Temporary
upon.
2. The Measurement Phase willbegin once agreement fortheservice levels have been established
andwill proceed tocapture information formonthly reporting prior tothe endofthepost go-
live/hyper care period. The post go-liveperiod willlast4months. During thisphase ESC will
perform themeasurements agreed to andthese measurements willbe used todefine theService
Levels Objectives for Critical (SLA) andNon-Critical (KM) components, elements, groups, and
services. Itisexpected that these measurements willbeabove the mentioned SLOandequalor
above Industry Standards forasimilar environment.
3. Based upon theresults of theMeasurement Phase, Service Level Agreements willbe defined,
negotiated, and documented.
Our team proposes that thepost go-live support period beconsidered theMeasurement Phase forthe
purposes offinalizing service levels. We arefully committed toSLA-based contracts supported with
penalty and reward conditions.
APPLICATION SUPPORT WORKFLOW
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
The following chart shows thelevel ofsupport involved in theApplication Management Services and their
responsibilities:
Level of Support Responsible Group Description of Support Services
Initial problem resolution support provided from super usersCarmelUtilitiesSupertoendusersoftheOracleCCSapplication. Where CarmelLevel0User / Authorized Utilities super users cannot resolve theproblem, they willContactDesk.
Problem resolution support forend users, which mayCarmelincludecalltriageandprioritization, navigation, passwordUtilitiesServiceDeskLevel1Applicationorquicklywithouthavingtoperformrootcauseanalysis. MayHosting) notbeOracle CCS. questions orissues.
Break-fixresolution and rootcause analysis support to
address Oracle CCS application problems assigned to
ESC. Level 2problems could include incidents/events,
detailed how-toquestions, configuration support orminor
Level2 Application Support enhancements.
CCS)
Oracle Cloud break-fixresolution androot cause analysis
support. Support includes hardware, network, security,
access related issues.
Major enhancements that require anestimate consistingofAs- afullSDLC toimplement, requiring scoping, planning, andLevel3NeededSupportmanagementasstandaloneprojects (e.g., introduction ofaTeamnewmoduleorsub-module).
Break-fixresolution and root cause analysis support to
Product address Oracle CCS and/orapplication problems which
Support (Application) may require liaisingwith Oracle toresolve.
Level4 Break-fixresolution androot cause analysis support to
HardwareProduct address hardware, Network oroperating system related
Support (Hosting) problemswhich may require liaising with product vendor to
resolve.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
LEVEL1 SERVICEDESKRESPONSIBILITIES
Service Desk roles and responsibilities areasfollows:
Log
Transfer theincident or inquiry tothe Application Support Services team. The incident or theinquiry
istransferred totheapplication monitoring andtracking toolviaanautomaticinterface.
Responsible forthe incident management process (from thecreation totheresolution of the
incident) forallincidents reported tothem.
ESC
Services will log, and dispatch reported incidents to Application Support or Infrastructure teams as required.
LEVEL2 APPLICATIONSUPPORTSERVICESRESPONSIBILITIES
Application Support Services andHosting Services roles andresponsibilities include, butarenotlimited to,
thefollowing:
Log updates to any reported incident orinquiry and itsrelated information in
after assignment tothe incident orinquiry.
Provide answers touser inquiries and attempt resolution onapplicationincidents where specific
knowledge-base orpersonal expertise exists.
Transfer theincident or inquiry to theLevel 3team (i.e., Oracle) whenever theycannot provide
prompt resolution to the incident or quick answer to the inquiry, asdefined intheOperational
Framework.
The Service Deskis responsible for theincident management process (from creation to resolution
oftheincident) forallreported incidents. Theywill track, report, and escalate asdefined inthe
Operational Framework.
Incident ownership always remains with theESCApplication Support team.
LEVEL3 APPLICATIONANDINFRASTRUCTURE SUPPORT; ORACLE
Roles and responsibilities ofLevel 3support inrelation toincidents include:
Provide SME support inincidentdiagnosis
Provide SME support inthe resolution oftheincident
Participate inescalations whenrequired
Participate inthepreparation oftheincidentreport.
The Incidents Management activity is largely reactive because theintention istorestore service to theend-
users with minimum disruption totheir work. Thus, thelifecycle ofanincident is usually rapid from itslogging
toclosure. Typically, incidents that cannot beresolved immediately bytheservice desk arealso assigned
business linespecialist group inpreparation for awork-around orresolution tobeprovided as
quickly aspossible while theLevel 2orLevel3support team continues theinvestigation and corrective
measures.
LEVEL4 ORACLECCSPRODUCTANDHOSTINGHARDWARESUPPORT
Roles and responsibilities ofLevel 4support inrelation toincidents include:
Provide SME support related toHardware and Software
Provide patch support
Provide hardware andsoftware bugfixes
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Proprietary and Confidential City of Carmel / ESC Partners
ESCALATION PROCESS
Hour of Day / Type of Call Escalation Contact Information
During Business Hours (8:00am-
5:00pm PST)
Monday-Friday
Primary Contact for critical andnon-Support email <insert support email>
critical issues email support
distribution list Please createa
support ticket with allrequired
information
Critical Problems ifnoresponse in Second Escalation Chen Gao, AMSDelivery Lead
30minutes (CallProject Lead)
Email: chen@esc-partners.com
Critical Problems ifnoresponse Third Escalation David Greenberg, SVP Global Delivery
after three hours from initial call (SVP ofGlobal
Email: david@esc-partners.comDelivery)
ANTICIPATED SCHEDULE
The term ofthisApplication Managed Services Agreement shall commence on <insertdate>
Agreement shall beautomatically extended for successive one (1) year terms uptofour (4) years, unless
notice ofnonrenewal isgiven thirty (30) calendar days prior totheupcoming extension date.
PRICING
ESC proposes toundertake andcomplete thiseffort asutilizing afixed price peryear over thecourse of
twelve (12) months, starting effective date.
Year 1 $72,000 / Year
Year 2 72,000 / YearOptionYear)
Year 3 72,000 / YearOptionYear)
Year 4 72,000 / YearOptionYear)
Year 5 72,000 / YearOptionYear)
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88
Proprietary and Confidential City of Carmel / ESC Partners
INVOICING SCHEDULE
Billing willoccur on theeffective dateof each term year.
TRAVEL AND EXPENSE
In anevent ofanytravel andexpense attached travel policies willbe applied.
TERMINATION
This agreement willfollow thesame termination procedure astheMaster Service Agreement between the
parties.
DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88