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Enterprise Solutions Consulting, LLC/Utilities/Application Managed Services; Oracle Customer Cloud Services Implementation; ESC PartnersProprietary and Confidential City of Carmel / ESC Partners CzKpoPcfsmboefsbu22;21bn-Bvh16-3132 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 DocuSign Envelope ID: 590D0BF9-FB77-43A8-955D-3B08FBF84A88 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