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HomeMy WebLinkAboutItem #3 IT ServicesManaged Services Agreement Business Information Systems Overview Sollus Information Systems' service agreement proposal is built upon the technology model of proactive management of infrastructure hardware, application ownership through key stakeholder guidance, and teaching initiatives to further develop provider and staff ability to fully utilize technology. This model allows the practice to operationalize technology within their clinical scope of services. To implement this service model at City of Chubbuck, (the "Client") we propose a budget of 40 hours per week service plan and endpoint and DNS protection for 0 endpoints, valued at $15,076 per month. (This is a budgetary number only and client will be billed as outlined in the Authorization section of this agreement. A breakdown of this budget number is included in the Budget Attachment for this agreement.) The scope of service section further discusses the services that will be rendered. Additional considerations may arise that can only be discovered and addressed as the partnership progresses. Scope of Service Provide vision and leadership by championing key technology initiatives related to the business' Information Systems. Lead the project implementation, operation, maintenance, and support related to these systems. Establish support procedures and ensure application availability and stability. Analyze user requirements and problems and enhance current capabilities. Additional details to the scope of services are described below: Infrastructure Services Network • Management of existing network equipment. Network equipment is defined as Management routers, switches, and hubs used for data communications. • Work directly with ISP to acquire all the information needed to manage internet connection. Server . Maintenance of current servers. Management . User account management. • Client/Server application access. • User files stored on servers. Client Device • Maintenance to keep client devices functioning. Management . Ensure that all applications and hardware functions are working correctly. • Provide end-user support including problem determination and resolution, problem escalation, and tracking. Asset • Detailed record of all equipment. Management • Hardware Life -Cycle Management. Page 1 1 (5 I SFOALLYVMS Application Services Project • Project Leader between providers, patient support departments, ancillary Leadership departments, and technical staff in defining and meeting application project objectives. • Project objectives may include the following application functions and/or services: • Lead process analysis, documentation, problem resolution, and recommendation phases of projects related to the application. • Oversee the project life cycle and budget for applications to include Change Management and all aspects of the budget. Assure that stated objectives of Technology assigned projects are attainable and within budgeted system constraints. Support • Contributor to the practices Application Stakeholder Group. Application . Systems Administrator responsible to administer and maintain functions related Management to the application. • Monitor application performance and security. Take corrective action as needed. • Identify potential interface or system interoperability issues and resolve with the practice and/or application team. • Track and document processes and/or changes. • Coordinate and assist with application end-user training. • Coordinate and assist with application quality testing. Issue • Provide end-user support including problem determination, resolution, Management escalation, and tracking. • Provide application interoperability support including problem determination, resolution, escalation, and tracking. Optimization Services Technology . Participate with the management team regarding industry regulations and Leadership compliance of the organization's technology architecture, telecommunications networks, programming, media, and desktops. • Help direct the business goals with strategic technological planning, prioritizing technology initiatives and coordinating the evaluation, deployment, and management of current and future technologies. • Collaborate with the appropriate departments to develop and maintain a technology plan that supports organizational needs. • Perform other duties as assigned. Technology • Analyze and improve upon technology standards. Support . Creatively and independently provide resolution to technical problems in a cost- effective manner. • Ensure continuous delivery of information technology support through oversight of service level agreements with end users and monitoring of systems, programs, and equipment performance. Page 12 (5 I SOLUS Licenses and Tools Device and • Our network and device monitoring tools allow the System Administrator to be Network proactive in identifying issues and managing the lifecycle of hardware. Monitoring . Identify slow or failing components to plan for their replacement. • Identify outages and respond accordingly. • Monitor computer networks usage and performance. • Identify and respond to network abnormalities. Patch . Identify and install patches to applications to limit security risks and correct Management identified bugs. Issue • Our issue management tool allows you to login through a web portal to view and Management interact with unresolved cases that have been submitted by you or other members of your team. Endpoint and . Our endpoint protection solution protects against endpoint security issues, DNS Protection securing and protecting endpoints against zero -day exploits, attacks, and inadvertent data leakage resulting from human error. • Our DNS protection solution aides in creating a secure, private, resilient, and manageable connection to the internet. Page 13 1 I SFOALLYVMS Assurances: This service agreement provides the following assurances regarding issue escalation and resolution: Standard services are for business hours between 8 a.m. and 5 p.m., Monday through Friday, excluding holidays. • Emergency after hours on-call support availability is dependent on available resources and at a rate of $125.00 per hour. A minimum of 1 hour will be billed for each incident. Additional time will be billed in increments of 15 minutes. • Dedicated on-call coverage and on-call support is available outside of regular business hours by execution of the On -Call Coverage Amendment. • Issue Management Information System will be utilized to initiate Support Requests; document and communicate action steps taken; document and communicate resolution steps taken. • Support Requests will have a Response Time. A Response Time is the initial contact to acknowledge a new Support Request has been received; collect additional information to properly prioritize, categorize and assign the Support Request to the appropriate resources. • Support Requests will have a Resolution Plan. A Resolution Plan is a set of actions moving toward the issue resolution. • Support Priority is further defined by the nature of the Support Request in terms of facility/site service area and type of user affected. o Priority 1— Business Down: All users and functions affected/unavailable. Resolution Plan: Within 2 hours o Priority 2 — Department Down: Large number of users or business critical functions affected. Resolution Plan: Within 4 hours o Priority 3 — Users Down: Limited number of users or functions affected. Business process can continue. Resolution Plan: Within 1 business day o Priority 4— User Support: Small degradation of service. Business process can continue. One User affected. Issue related to an individual user request for assistance. Resolution Plan: Within 2 business days Administrative user credentials will be documented using IT Glue for secure password management and shared with requested leadership and staff. Exclusions This agreement does not include costs associated with any software licenses, hardware purchases or leases, or parts to repair or upgrade existing hardware unless specifically identified under Licenses and Tools. Travel Expenses Time for travel to Client's location(s) outside of the Pocatello and Chubbuck area will be billed to Client at the hourly service rate. Time for return travel from Client's location(s) will not be billed to Client. Travel related expenses incident to the rendering of services reasonably incurred on behalf of Client by Sollus Information Systems during the term of this agreement shall be paid by Client. Page 14 (5 I SFOALLYVMS Authorization Client will pay Sollus Information Systems $85.00 per hour for services rendered during standard business hours. If additional service hours greater than 40 hours per week are needed, approval will be requested and obtained from the appointed representative with Client prior to performing the additional services. Additional service hours during standard business hours are billable at $85.00 per hour. Client additionally agrees to pay Sollus Information Systems $3.00 per endpoint for endpoint and DNS protection. The number of licenses and associated cost will fluctuate as the number of endpoints in Client's environment increases or decreases. Invoices are issued each month for the previous month's services and are due on receipt of invoice. Non -Solicitation of Sollus Information Systems Employees. During the term set forth in the service agreement and for six (6) months thereafter, Client shall not make an offer of employment to, solicit, or otherwise employ or affiliate with, in any way, any employee of Sollus Information Systems without the prior written consent. In witness whereof, the parties have executed and delivered this services agreement as of the date listed below and continue for one (1) year. Upon the expiration of the original term or any renewal term of service this service agreement shall automatically renew for a one (1) year period. Either party may terminate this service agreement at any time, with or without cause, by providing the other party with thirty (30) days prior written notice of termination. City of Chubbuck By: Name: Title: Date: Sollus Information Systems, Inc. 2 Name: Jordan Anderson Title: Director of Operations Date: Page 15 (5 I SFOALLYVMS Budget Attachment Overview This attachment to the Managed Service Agreement provides a breakdown of the estimated budget cost for your information. Category Monthly Cost Managed Services: $13,600 On -Call Coverage: $1,476 Managed Services We propose a budget of 40 hours of Managed Services every 1 week. This will be billed at $85 an hour. The estimated monthly cost for managed services is $13,600 for a 4 -week month. On -Call Cove rage On -Call coverage will be provided as detailed in the On -Call Coverage Amendment. On -Call Coverage will be billed at $3 an hour with an estimated monthly cost of $1,476 for a 4 -week month. Support services provided outside of business hours will be billed at $110 an hour. On -Call Coverage Amendment Page 16 (5 I SFOALLYUS On -Call Coverage This amendment modifies the terms of the emergency after hours on-call support on the Managed Service Agreement. Sollus Information Systems will provide on-call coverage for Client according to the schedule listed below at a rate of $3 per hour: Day Morning Coverage Evening Coverage Monday 12:00 am to 7:59 am 5:00 pm to 11:59 pm Tuesday 12:00 am to 7:59 am 5:00 pm to 11:59 pm Wednesday 12:00 am to 7:59 am 5:00 pm to 11:59 pm Thursday 12:00 am to 7:59 am 5:00 pm to 11:59 pm Friday 12:00 am to 7:59 am 5:00 pm to 11:59 pm Saturday 12:00 am to 11:59 pm Sunday 12:00 am to 11:59 pm 12:00 am to 11:59 pm Holidays Sollus Information Systems recognized holid New Year's Day Memorial Day Independence Day Labor Day Thanksgiving Day and day after Christmas Day On -Call Services Additional Client hol 1. 2. 3. 4. 5. 6. Dedicated On -Call Services provided during the above listed hours will be charged at a rate of $110 per hour. A minimum of 30 minutes will be billed for each incident. Additional time will be billed in increments of 15 minutes. Authorization I, the undersigned authorized representative of Client, execute this On -Call Coverage Amendment as of the date below. By: Name: Title: Date: Page 17 (5 I SFOALLYVMS IT Strategies, Goals & Objectives • Move from obsolete hardware and software to current generation infrastructure. o Provide clearer descriptions of IT department structure, services, and contracts. o Eliminate incompatible software. Continually maintain and upgrade appropriate technology infrastructure. • Create an IT capital replacement plan to forecast and fund hardware and software replacement costs. Maintain accurate hardware and software inventories to predict replacement needs. o Migrate compute and storage workloads to the cloud to improve efficiency, decrease costs, increase redundancy, and improve disaster recovery. • Create a City IT purchase policy and procedure. o To establish guidelines and procedures for purchasing information technology hardware, software and services to ensure compatibility. o Make data driven decisions in order to inform technology purchases and services through prioritization and optimization. • Foster a customer service attitude for all aspects of IT services delivery. o Leverage technology, resources, and training opportunities in order to ensure improved services, support, and research. Provide professional development for staff to foster their ability to support the adoption of software tools, computing devices, and emerging technologies. o Streamline information technology processes in order to promote greater autonomy and improved use of resources. • Develop a plan to implement disaster recovery capabilities. o Develop a plan to recover IT applications in the event of a major incident.