RFP 2019/S/039

RFP 2019/S/039 <Managed Network and Workplace Services>

Annex 1: Statement of Work (SoW)

RFP 2019/S/039 <Managed Network and Workplace Services> Annex 1: Statement of Work (SoW)

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Table of Contents

1.0. Introduction ........................................................................................................................... 4

2.0. Key Components of the RFP .................................................................................................... 4 1.1. Lot A: Managed Network Services ............................................................................ 4 1.2. Lot B: Managed Workplace Services ......................................................................... 4

1.2.1. End-user ICT Equipment hardware devices and support services ....................... 4 1.2.2. Managed Telephony and Mobility Management Services .................................. 5 1.2.3. Managed Print Services .................................................................................. 5 1.2.4. Workforce Collaboration, Communication and Productivity Tools .................... 5

2. Lot A: Managed Network Services (MNS)................................................................................. 6 2.1. MNS Service Overview ............................................................................................ 6 2.2. MNS Service Components ........................................................................................ 6 2.3. Client Key Requirements .......................................................................................... 7 2.4. Supplier Background ................................................................................................ 9 2.5. Supplier Requirements ............................................................................................10 2.6. Service Management ..............................................................................................12 2.7. Network Elements ..................................................................................................21 2.8. Network Element Pricing: .......................................................................................21 2.9. On-Demand Subject Matter Experts .........................................................................22

3. Lot B: Managed Workplace Services (MWS) ...........................................................................23 3.1. Lot B: Services Overview .......................................................................................23 3.2. Lot B: Service Components .....................................................................................24

3.2.1. End-User Computing (EUC): ........................................................................24 3.2.2. Managed Telephony and Mobility Management Services ................................24 3.2.3. Managed Print Services: ...............................................................................24 3.2.4. Workforce Collaboration, Communication and Productivity Tools Management Services:

25 3.3. Lot B: Service Objectives ........................................................................................25 3.4. Lot B: Service Environment ....................................................................................26

3.4.1. Managed Workplace Services Required Capabilities ......................................26 3.4.2. Scope of Service Environment to be Supported ..............................................29

3.5. End-User Computing (EUC) and Print Services Descriptions and Roles and Responsibilities

30 3.5.1. End-User Computing (EUC) and Print Services Descriptions and Roles and

Responsibilities ........................................................................................................30 3.5.2. General Roles and Responsibilities ...............................................................30 3.5.3. Service Location Configuration and Installation .............................................31 3.5.4. Software Tools Administration .....................................................................32 3.5.5. Remote Device and Software Management Services .......................................33 3.5.6. End-User Administration Services ................................................................34 3.5.7. Identity and Access Management Services .....................................................34 3.5.8. Installs, Moves, Adds, Changes (IMAC) ........................................................35 3.5.9. Exception Request Services ..........................................................................36 3.5.10. Other Responsibilities / Planning and Analysis Services ................................37 3.5.11. Core Software Image Build and Deployment Services ...................................37 3.5.12. Install, Moves, Adds, Changes, Deletes (IMACDs) .......................................38 3.5.13. Deskside Technical Support.........................................................................39 3.5.14. Operations and Administration Services .......................................................40 3.5.15. Special Support Services .............................................................................40


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3.6. Managed Telephony and Mobility Management Services ...........................................41 3.6.1. General Responsibilities ...............................................................................41 3.6.2. Desk Phone Services ....................................................................................42 3.6.3. Voice Network Management Services ...........................................................42 3.6.4. Voice Conferencing Management Services ....................................................43 a) Single Point of Contact (SPOC) Services .......................................................44 3.6.5. Mobile Device Services ...............................................................................45 3.6.6. Operations, Administration and Management .................................................48

3.7. Managed Print Services (MPS) ................................................................................49 3.7.1. MPS General Roles and Responsibilities .......................................................49 3.7.2. Managed Print Configuration Services ..........................................................49 3.7.3. MPS Installs, Moves, Adds, Changes Services ...............................................50 3.7.4. MPS On-Site Technical Support Services ......................................................51 3.7.5. Consumable Management Services ...............................................................52 3.7.6. MPS Operations and Administration Services ................................................53 3.7.7. MPS Technology Refreshment and Replenishment Services ...........................53 3.7.8. Secured/Private Print Services ......................................................................54 3.7.9. Pull Printing/"Follow Me" Print Functionality ................................................55 3.7.10. MPS Special Support Services .....................................................................55

3.8. Workforce Collaboration, Communication and Productivity Tool Management Services Roles

and Responsibilities ...............................................................................................................55 3.8.1. Software as a Service (SaaS) Support Services ...............................................55 3.8.2. Troubleshoot and Resolution Services ...........................................................56 3.8.3. Application Administration Services .............................................................57 3.8.4. Technical and User Support Services .............................................................59

3.9. Cross-Functional Services .......................................................................................60 3.10. Service Management ..............................................................................................60

3.10.1. Objectives ..................................................................................................60 3.10.2. Definitions .................................................................................................60 3.10.3. Service-Level Requirements (SLRs) .............................................................60

4. Data Protection ....................................................................................................................66

5. Subject Matter Experts .........................................................................................................66

6. Referenced SoW Attachments...............................................................................................67 6.1. Attachment B1 — Definitions and Acronyms ...........................................................67 6.2. Attachment B2 - ICT Standards - Supported Hardware, Software and Tools ................69


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1.0. Introduction

As part of its efforts to consolidate its ICT related procurements into long-term agreements, the

Secretariat is now providing an opportunity for Korean and international companies to make

proposals for covering one or both of the following two Lots:

• Lot A: Managed Network Services

• Lot B: Managed Workplace Services

This RFP tries to identify and establish Secretariat long-term-agreement(s) – LTAs with one or more

service suppliers that can provide compelling offers for the ICT services described in this document.

It describes the detailed statement of work for each of the Lots which are part of this RFP. The

Secretariat will be referenced in this RFP as the Client and the service supplier for each of the Lots

will be referenced as the Supplier.

The Client strives with this RFP to consolidate, optimize, modernize/migrate and expand its current

ICT network infrastructure and end-user environment while achieving greater business productivity,

effectiveness, agility, and containing the TCO.

2.0. Key Components of the RFP

The following are the key components of the two Lots of this RFP:

1.1. Lot A: Managed Network Services

This Lot includes all aspects of provisioning next-generation quality ICT network infrastructure

and associated managed services at the Client’s headquarters and potentially to regional offices

(worldwide). The managed network services have to include all services needed for wired and

wireless (Wifi) local-area network (LAN)/ wide-area network (WAN), Cloud Services

integration and administration, network security, integrated Internet, IP-telephony and

video/web-conferencing infrastructure services, and quality of services.

1.2. Lot B: Managed Workplace Services

This Lot comprises the provision of the following of sub-services:

1.2.1. End-user ICT Equipment hardware devices and support services

• Desktop computing hardware devices (desktops/laptops/tablets) and associated

system Software

• Peripherals (e.g. docking stations; monitors; keyboards; mice …etc.)


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• Install/move/add/change (IMAC)

1.2.2. Managed Telephony and Mobility Management Services

• Desk phone devices

• Mobile phones


• Services for the above

1.2.3. Managed Print Services

• Printing and multifunction (print, scan, fax, copy) Hardware

• 2nd level technical support as needed

• Central Device management

• Usage reporting

• Consumable provisioning and management

• Replacement of Consumables (cartridges, toners, papers etc.)

• Asset tracking

• Secured/private print


1.2.4. Workforce Collaboration, Communication and Productivity Tools

This Annex explains the scope of services and statement of work for the two tendered Lots. It does

further outline the requirements, the expected capabilities for the potential vendors and defines the

roles and responsibilities associated with delivering those services.

Those bidding for delivering those services are referred to as the Supplier while the GCF Secretariat

is referenced as the Client.

The average scale of the contracts issued for these Lots is based on its estimations of the

anticipated requirements for a thirty-six (36) months period. It is envisioned that the

anticipated long-term-agreement(s) shall be for an initial thirty-six (36) months. However,

the option of further extensions (based on one or two years will be considered, if

performance under contract had been compelling and this yields significant advantages for

the Client).

Based on the evaluation of the RFP, the contracts for Lot A and Lot B might be issued to

one or more contractors. It is also envisioned that the Client wil l procure in the future

additional ICT related Managed Services which might be contracted to other Suppliers . It is

therefore a key component of this SoW, that any contracted Supplier will be required to

interface/integrate their services with other ICT related Managed Services of the Client.


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2. Lot A: Managed Network Services (MNS)

2.1. MNS Service Overview

This Lot A includes all aspects of provisioning the ICT network infrastructure and associated

management, operations and support services for local-area network (LAN)/ wide-area network (WAN),

Internet connectivity, integrated IP-telephony and video-conferencing infrastructure and related services.

The current Client ICT network infrastructure and related services are delivered through an external local

service supplier in Songdo (South-Korea) that has installed and is operating and managing the current

network infrastructure and associated services at the Client’s headquarters in Songdo.

The Client is also utilizing a number of web-based cloud services like Software as a Service (SaaS),

Platform as a Service (PaaS) and a number of in-house business applications that are hosted on the

Microsoft Azure Infrastructure as a Service (IaaS).

2.2. MNS Service Components

A Supplier submitting their proposal for this Lot, need to be able to show how it will be able to:

2.2.1. Establish an ICT Network Infrastructure and related services for the Client at its headquarters in

Songdo/South Korea with such enhancement capabilities as specified in the requirements of this

Annex.

2.2.2. Establish Managed Network Services such as:

a) Management Services

i. Routine Network Maintenance

ii. ICT Resource Management

iii. Backup Management

iv. System Failure Management

v. Risk Management

vi. Security Management

b) Administration and Operation

vii. Back Office Administration and Support

viii. Cloud Computing

ix. Network Infrastructure

x. IT Capacity planning and right sizing

2.2.3. Implement emerging global network service categories, such as:

a) WAN transport services

Those services used to form hybrid WANs and underpin managed software-defined WAN (SD-

WAN) 5services — These include MPLS, Ethernet services and internet services, including

dedicated internet access (DIA), broadband and cellular.


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b) Carrier-based cloud interconnect This refers to direct MPLS, internet and/or Ethernet connections to leading providers of cloud

services, including infrastructure as a service (IaaS), platform as a service (PaaS) and software as

a Service (SaaS). These services improve the performance, availability and security of

connectivity to critical cloud services, compared with generic public internet access. The option

to insert network functions, such as firewalling and WAN optimization (which are often

virtualized), into these connections is increasingly common.

c) Managed software-defined WAN (SD-WAN) services

SDWAN improves WAN agility by allowing easier and faster deployment of new sites,

flexibility in the link types used, and simplified addition of new applications to the network. In

addition, SDWAN services typically provide significantly enhanced levels of application

visibility compared to traditional managed router services.

d) Network on-demand services Network on-demand services from NSPs enable enterprises to make real-time changes to

access/port bandwidth, change the WAN service types delivered over a network port and, in

some cases, even add and remove endpoints, such as connections to cloud providers all under

software control. They are controlled by the enterprise, via the provider’s web portal or APIs.

e) Network function virtualization (NFV) services

This functionality is the replacement for purpose-built hardware devices, such as routers,

security devices or WAN optimizers, with software running on industry-standard hardware

equipment It can be run in virtual customer premises equipment (vCPE), which consists of on-

site x86-based servers, supporting multiple virtualized network functions. Alternatively, some

functions can run NFV service nodes, located in the provider’s network; although, in this case,

some form of on-premises device will still be needed. NFV allows network functions to be

activated on demand and consumed on an “as a service” basis, seeking to improve both the

agility and cost-effectiveness of the enterprise WAN.

f) vCPE vCPE employs the use of industry-standard, x86-based servers, rather than function-specific

appliances, at enterprise premises to deliver enterprise network edge functions, such as WAN

edge routers, including SD-WAN, WAN optimization controllers (WOCs), and security

functions such as firewalls

2.3. Client Key Requirements

Suppliers, offering bids for Lot A of this RFP, are requested to provide information about them by

providing responses to the following Client requirements below:

Table A-2: Client Requirements

Item Requirement Supplier

Response

(required) 1. Support Technology Requirements


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a.

The Supplier must provide a web-based portal with

visibility into status, service requests, incident

tickets, change tickets, event monitors and

performance/service-level reports.

Portal views should provide simple configuration

changes to support roles and privileges, such as end

users for service requests, engineers, operations,

management and administration.

Describe the automation technology to be used for

workflow, escalation and remediation. Identify the

software that will remotely monitor and manage

your ICT network environment through which you

will deliver these services for the Client.

b. Confirm that all network elements which you are

offering in your proposal are supported by managed

network services offered. Cite any exceptions,

special considerations or limitations.

c. How would your Client end-user desktop support

services technology integrate with your company’s

service desk?

The Client is using ServiceNow as its ITSM

platform. If the Supplier uses another platform,

please indicate how seamless integration with the

Client platform would be assured.

d. What training is needed and/or provided to let end-

user roles interact with your services?

2. Process Methodology Overview

a. Does your company follow the best practices

methodology ITIL for incident, change,

configuration and release management?

b. How are these processes enforced and reported on?

c. How will your standard process be customized and

configured for the Client?

d. How will your company’s service desk processes

and technologies interface with the Client end-

users?

3. Security Overview

a. What are your security certifications (SSAE 16, for

example)?

b. What controls do you have in place to ensure secure

access to your company’s facilities?

c. What are the physical and network-based security

requirements for access to the Client network

elements? How will you protect and ensure secure

access to these assets?


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d. Which next generation security threat management

solutions and services can you provide for your

clients?

e. Which CASB solution can you provide and how

could you address any limitations of your solution

that might be affected by non-UN-Security-

Council-authorised country sanctions that might

effect one or more countries where the Client’s

stakeholders might need to use the Client’s services

(e.g. US sanction on Iran)?

3. Implementation Overview

a.

Provide your project management approach,

methodology and reporting

b.

Provide the implementation and project tools to be

used (such as WBS, RACI matrix).

c.

Provide your implementation schedule and timeline

from Project Start Date (PSD); e.g., PSD plus N

weeks/months). Include phases, activities and

WBS.

d. Recommend a methodology for transition of

existing support services (geographic, site size, cost

impact, etc.).

4. Account and Service Management

a.

List all personnel (e.g. number and expertise) that

will work with the Client in

establishing/implementing all aspects of the

services. Include all roles by title that will support

our account (e.g. service delivery manager,

technical account executive, on/offsite service

agents, etc.).

2.4. Supplier Background

Suppliers offering for Lot A, should provide the following requested information items about them (while

not exceeding 200 words for each requested item).

Table A-4: Client Requirements


Response

(please limit to

200 words)

1 Provide a brief company biography with an organizational structure

and details of core competencies.


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2 How many consecutive years has your company been providing the

services defined in Lot of the RFP or similar services?

3 Is your company the subject of pending or current litigation? If so,

describe all.

4 Provide a three-year history of your company's financial data

(income statement, balance sheets).

5 What percentage of your overall revenue will the Client represent,

based on the scope and dollar amount of this project?

6 Provide merger/acquisition history.

7 What do you consider are the key differentiators from other vendors

in the managed network services marketplace?

8 Provide a description of the ownership of your company.

9 List your projected growth rate for the current year.

10 List your projected growth rate for next year.

11 Provide your current customer retention percentage rate.

12 List the countries in which your company has locations or partner

locations and those to which you are able to provide remote support

services.

13 Summarize the process your company uses to manage your

international affiliates.

14 Will you use international partners? If yes, who?

16 Summarize how your company will be able to address the needs for

Client’s international locations (planned for the future).

17 How will the Client have global and regional visibility of your

operations? Is performance monitoring and operations reporting

accomplished on a common platform?

2.5. Supplier Requirements

Please use this section to address any additional information that you believe the Client should know

about either your company or your service delivery model.

(please note do not include any marketing literature, external links or collateral).

Table A-5: Supplier Requirements


Response

(required)

1. Engagement and Quality Assurance

a. Describe the structure of the engagement you would adopt,

including executive-level commitment, account and relationship

management, measuring, as well as managing the overall health of

the relationship. Also describe how you would handle and resolve

issues if they arose.

b. Describe in detail your company's capabilities and unique skills for

handling services defined in this SoW for accounts with different

sizes. Provide examples of recent arrangements.


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c. Attach a document containing the team account and dedicated

support structure (with roles, profiles including certifications) that

could be assigned to support the Client.

d. Where are your resources located? Do you currently have resources

located in Korea?

e. What is the attrition rate of your resources?

f. Will there be a single point of contact for the Client account?

g. Will there be additional charges for this single point of contact to

support the Client account?

h. Describe any programs you have to keep your customers abreast of

technology industry trends and issues.

i. Describe how your company measures quality and what metrics

will be used to measure quality for the services supplied to the

Client under this RFP.

j. Will your company supply specific key metrics reports for the

services to be supplied to the Client?

k. How often can these metrics be supplied?

l. What methods will be used to supply metrics to the Client?

m. Does your company have a screening process for hiring employees

directly related to providing services to the Client?

n. Does your company track on-time delivery of products and

services?

o. What is your anticipated overall percentage of on-time delivery for

the products or services provided to the Client under this RFP?

p. Describe and provide details and roles of any third-party resources

that will be used in providing services to the Client under this RFP.

2. Infrastructure, Security and Privacy

a. Is there an individual or group in your organization responsible for

IT security? For data privacy?

b. Is there a group in your organization responsible for business

continuity planning?

c. Does your company define and document IT and data privacy

competencies?

d. Does your company require IT professional and Data Privacy

certifications where applicable?

e. Does your company comply with accepted data privacy regulations

(e.g. EU GDPR, Korean PIPA)?

f. Do you have formally documented IT security and Data Privacy

policies and standards?

g.

Does your organization have a documented and tested disaster

recovery plan? If yes, please provide most current testing results.

h. Can you provide a third-party validation of IT security controls,

such as SSAE 16?

3. Overall Risk Evaluation

Suppliers of the Client with access to certain types of information

may be required to participate in IT risk assessment to discover the


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a.

associated risk of doing business with your company. Results from

this assessment may lead to the disqualification of certain vendors

or may result in the development of requirements that will need to

be addressed in the final agreement.

By responding to this RFP, you are acknowledging that you will

participate in any IT risk evaluation process as needed. Answer the

questions in this section based on current goods and services you

provide to the Client well as those you would propose to provide in

response to this RFP.

Do you have any problems, issues or limitations with this

requirement?

b. Does your organization provide off-the-shelf software, customer

code or an application that the Client will need to host or operate on

its own servers, or its own IT facility?

c. Does your organization provide application service provider (e.g.,

SaaS)-enabled services to the Client; where the application solution

and/or the supporting IT infrastructure resides at and is supported at

a non- Client location, by the service vendors and their respective

third parties?

d. Does your organization provide, offer or require in-house services;

where you provide development, business or IT support services at

the Client locations?

2.6. Service Management

For this Lot, the Client seeks comprehensive monitoring and management services in support of their ICT

network infrastructure, using best practices standardized processes (based on ITIL). Suppliers should

provide the support tasks listed below as part of the monthly recurring charges in the Financial Proposal

(Annex 4), please also indicate which requirement is included in the standard service provided, which can

be provided (with additional costs).

Table A-6: Service Items included or not included in standard services provided

Service Item Requirement Included

(Yes/No)

Supplier

Comment

1. Supplier Comment

a.

Provide an active services catalog to manage

and facilitate all managed services

configuration items

Yes

(mandatory)

b.

Each service managed within the services

catalog shall be defined by formal service

definitions, and it must include clear RACI

(responsible, accountable, consulted,

informed) definitions for all parties.

c. The services catalog will be workflow-

integrated with provisioning of services,


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including configuration management and

release management at a minimum.

2. Service Deliverables

Provide monitoring and management services aligned with ITIL v3

processes. Client defines service deliverables as Service Level 0

through Level 3, including SLA metrics and \ SLA Credits, which

include:

a.

Service Level 0: Network operations center

monitoring, event management and

escalation (24/7 availability 99.95%)

b.

Service Level 1-3: Incident management,

continual service improvement and standard

operating procedures

c. Service Level 4: Service Requests

3. Service-Level Metric Measurement and Reporting

a. Priority 1: Incident affecting all users,

security incident or VIP support

Time to Response: 10-30 minutes

Time to Resolve: 1-4 hours

b.

Priority 2: Incident affecting multiple users

Time to Respond: 1–4 hours

Time to Resolve: 1-2 working days

c.

Priority 3: Incident affecting a single user

Time to Respond: 4-8 hours


d.

Priority 4: Service Requests

Time to Respond: 1-2 working days


4. Recurring (monthly recurring charges) “MRC”s versus

Project-Based Services (non-recurring charges) “NRC”s

a.

Client seeks your definition of the services

included as an operational service and

accounted as a monthly recurring charge,

versus project-based services that result in

additional nonrecurring charges.

b.

Expand on your distinction between recurring

and project-based services with examples.

Include definitions that make distinctions

between simple and complex "moves, adds,

changes" (MACs) and whether simple and/or

complex MACs are included in monthly

recurring charges.

c. Simple and complex MACs can include

remote patching, IP telephony, user


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provisioning, port-level routers or major

software updates. Describe the proposed

process, work effort scope or thresholds that

constitute the difference between MRCs and

project-based NRCs.

d.

Provide all service management activities for

all network elements and network services

applicable and included in the MRC for each

network service and element. Cite and

describe any exceptions to this requirement.

The following tasks will be performed by the respondent in order to support the Client’s network

infrastructure. Please indicate which tasks are integrated and included in the monthly recurring charges

(MRCs) and which tasks are subject to nonrecurring charges (NRC).:


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Table A-7: Recurring and non-recurring service charges

Support Process Service Management Activities to Be

Provided

Included in

MRC

Yes/No

Project-

Based NRC

Yes/No

Supplier

Comments

(please limit

to 50 words)

Service Operation

Event

Management

Set up and provide 24/7 management of

event monitoring mechanisms and rules

(based on standard thresholds, agreed-

on criticalities and default notification

groups).

Yes

(mandatory)

Yes

(mandatory)

Provide end-to-end monitoring and

management for all events (A-Z) for all

service paths across global network

elements and network services in use by

the Client, including but not limited to

routing, switching, security, voice,

video, remote access and mobility. The

baseline scope of the current network

elements are those included in Annex 2

(Current ICT Infrastructure and

Services).

Support all network protocols for

network management data collection

and provisioning in use by the Client

network assets.

Automated discovery of network

devices on a user-defined schedule.

Provide agent-based or agentless

technologies to achieve required service

levels.

Monitoring all event types in data

networks. including switches, routers

and Layer 4-7 devices.

Monitoring and reporting performance

of cloud-based networking services for

providers such as Google, Amazon or

Microsoft.

Interface syslog and trap processing.

Processing alerts from existing

monitoring solutions.

Event filtering and categorization

(based on agreed-on criticalities and

Client business process requirements).


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Event correlation and response

selection.

Integrated alerting and trouble ticketing.

Event review and closure.

Incident

Management

24/7 incident management support

Automated incident logging and

categorization (based on rules agreed

with the Client).

The Client uses ServiceNow ITSM as

its platform tool for incident

management. The Supplier must ensure

the seamless integration of its tools with

Client’s tool.

Automated verification of Level 1 and

Level 2 conditions and faults

(automated verification of incoming

events).

Automated incident monitoring,

escalation and user Information;

provide proposed priority designation

criteria (P1-Pn), escalation process

matrix.

Notification to all applicable Client

resources.

Escalation (as required) to Client

resources and incident life cycle

management and reporting.

Run book-based triage.

Incident troubleshooting and

remediation (based upon Client

rules/runbooks and industry-standard

practices).

Proactive user information, automated

business process and incident-based

escalation.

Best effort break-fix support for

physical and OS-related issues (when

vendor support is available).

Escalation and coordination with Client

hardware vendor for physical

replacement of hardware (where

applicable).

Ownership of the resolution process for

the end-to-end network path across any

and all third-party providers on behalf

of the Client.


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Remediation of issues by rolling back

to a previous supported version, where

possible.

Management reporting on trouble

tickets and service requests.

Problem

Management

Ownership of the resolution process for

the end-to-end network path across any

and all third-party providers on behalf

of Client.

Problem identification and

categorization — based on standard

rules agreed to between the Client and

the respondent (incidents that recur

three times within a 30-day period, for

example).

Opening tickets with the Client network

vendors for major problem diagnosis.

Identification of specific areas affected.

Coordination to replace or repair

affected hardware or software, where

supported.

Problem closure and evaluation.

Communication to Client upon

resolution.

Monitoring of problem for recurrence.

Implementation of additional

monitoring, where applicable.

Major problem review (root-cause

analysis).

Impact analysis, where supported.

Based upon relevant logs and systems

data.

Timeline of major incident.

Recommendations to avoid recurrence.

Problem management reporting.

Access

Management

User access management or

authentication services.

The Client currently uses OKTA

unified authentication service.

Request

Fulfillment

Management of the Client’s password

reset requests for network equipment

and elements.

IT Operations

Management

Proactively managing the availability

and health of data network equipment

and applications.


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Evaluation of system vulnerability and

exposure.

Minor patches installed on agreed

schedules.

Coordination of maintenance windows

for patches requiring reboots or

application-level unavailability.

24/7 maintenance of network

infrastructure (e.g., patch/updates as

needed).

Involvement of service design for high

availability or other design issues.

Network migration planning, where

supported.

Network operating system management

and maintenance.

Implementation of minor OS patches

(monthly).

Implementation of major OS upgrades,

if requested, up to one time per year.

Performing regular packet capture and

traffic analysis where supported.

Configuration management (backups

and retention).

Deployment of configuration changes

across environment where supported.

Recurring and regular metrics analysis

and review.

Identification of network bottlenecks

and presenting improvement

suggestions.

Updating knowledge management

system (based on ServiceNow) with

standard operating procedures and new

knowledge obtained from the Client.

Service Transition

Change

Management

Change control, including tailored

procedures to suit requirements specific

to the Client, or new controls based on

ITIL best practices.

Implementation of change control

policies.

Describe the Change Review Board

processes recommended and structure.

New network infrastructure planning,

analysis and implementation design.


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Project

Management

Overall project management and

reporting associated with maintaining

optimal health of the Client network

environment and coordinating with the

Client’s internal resources.

Release

Management

Minor/security patch deployment.

Scripted deployments provided by the

Client build team.

Rollback procedures as provided by the

Client build team.

Release build.

Planning and build for OS changes as

part of major release cycles.

Release deployment.

Scripted releases provided by the Client

Rollback procedures provided by Client

Early life support.

Monitoring system performance issues

after deployments and releases.

Release closure.

Service Asset

&Configuration

Management

Population, update, verification and

audit of Client’s configuration items in

the configuration management database

(CMDB) implemented within the Client

ServiceNow platform.

Knowledge

Management

Population, verification, and audit of

Client’s service knowledge

management system (which is based on

the ServiceNow platform). Knowledge

transfer sessions during service

implementation, and agreed processes,

procedures and issues encountered

during service operations).

Service Transition

Service-Level

Management

Monitoring and reporting in line with

agreed Client service levels for all in-

scope network elements and services

management processes.

SLA measurement and reporting

(operations and technology

performance metrics and thresholds

monitoring and management).

Availability

Management

Ensuring and reporting that all in-scope

Client network infrastructure elements,

processes, tools and roles meet agreed-

on availability targets; availability


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measurements and targets shall include

all managed service components

employed by Supplier in its delivery of

the managed services.

Capacity

Management

Forward-looking analysis of network

and hardware utilization to anticipate

growth requirements.

Regularly reviewing and adjusting

monitoring thresholds.

Periodically performing trend analysis

on the network to produce forward-

looking capacity-planning forecasts.

IT Service

Continuity

Management

Designing appropriate and cost-

justifiable continuity mechanisms and

procedures to meet the agreed business

continuity targets. This includes

designing risk-reduction measures and

recovery plans.

New network infrastructure planning,

analysis and implementation design.

Performance and documentation of

network disaster recovery process.

Updating technical disaster recovery

documentation as changes in network

environment occur.

Periodic testing and walkthroughs of

Client’s network disaster recovery

procedures.

IT Security

Management

Performance of periodic audits of

network device(s) access logs and user

rights assignments (in line with agreed-

on security schedule).

Continual Service Improvement

Service

Evaluation

Identification of areas where targeted

service levels are not reached.

Holding regular talks with the Client to

ensure that agreed service levels are

still in line with business needs.

SLAs for Supplier performance

including response (acknowledgement),

MTTx and MNS availability (and

credits) are included and reported.

Process

Evaluation

Identification of areas where targeted

process metrics are not reached or those

areas that can be improved (for

example, the reduction in ticket


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volumes and the automation of services

requests should be ongoing initiatives).

Holding regular benchmarking, audits,

maturity assessments and reviews.

Definition of

Improvement

Initiatives

Definition of specific automation

initiatives aimed at improving services

and processes (based on the results of

service and process evaluation).

Definition of

Improvement

Initiatives

Verifying that improvement initiatives

are proceeding according to plan and

introducing corrective measures, where

necessary.

CSI Monitoring

Verifying that improvement initiatives

are proceeding according to plan and

introducing corrective measures, where

necessary.

2.7. Network Elements

As part of the proposal in the Technical Proposal (Annex 3), the Supplier is requested to provide details

on the network services and their network elements.

As part of the Financial proposal (Annex 4), the Supplier should provide the cost of those network

elements and sum them up to the network service level. The costs for each element should therefore

contain all associated services.

2.8. Network Element Pricing:

When compiling your bid, the Supplier should consider for the Financial Proposal

(Annex 3) the following costs:

o All monthly recurring charges (MRCs) should be unit-based at the

individual element level, then totaled at the service level.

o All nonrecurring charges (NRCs) related to initial implementation turn-

up and activation of service should be provided.


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2.9. On-Demand Subject Matter Experts

The Supplier will start with an initial situation for the MNS based on the requirements

of the RFP and the current status of the Client environment.

The Supplier will, over time, enhance and improve the services. In order to support

such a continuous enhancement and improvement of the MNS, the Supplier and Client

will require on-demand subject matter experts to be able to design, manage and

implement such improvements and associated processes. The Supplier will need to

allocate more long-term subject matters who will deliver these improved services.

For these purposes, the Supplier should complete the rate table in the Financial

Proposal (Annex 4) with applicable rates for the Lot A specific subject matter expert

categories.

Should project work for delivery of the MNS require additional itemized expert

categories then add those as extra rows to the answer table.


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3. Lot B: Managed Workplace Services (MWS)

3.1. Lot B: Services Overview

MWS includes traditional end-user outsourcing (EUO) as well as new digital workplace services to

provide cloud-first, automated and integrated support to end users. EUO services include:

1) Service desk

2) Desktop/laptop outsourcing services, for both physical and virtual devices

3) Mobility, to manage mobile devices and tablets

MWS is centered on delivering a digital workplace experience that promotes the digital dexterity of end

users, boosting employee engagement and agility through a more consumerized work environment, and

increasing employee retention (see “Delivering Business Value With a Digital Workplace”).

EUO services traditionally took an IT-centric approach and provided support to a single organizational

device per user, such as a desktop or laptop computer, normally at office locations and limited to

organizational applications. However, the nature of work has drastically changed in the last decade. Most

jobs today require an intensive use of technology. They require most workers to be productive in several

locations, rather than just in a designated office facility, and in many cases, outside of regular business

hours.

MWS provides traditional EUO and a wide array of digital workplace capabilities to end users. The main

goal of MWS is to provide integrated and ubiquitous workplace services to employees to increase their

engagement and leverage their digital dexterity to support the organization’s digital business strategy.

MWS includes the following services:

a) Bring your own device or software (BYOx)

The ability to support personally owned devices and applications through a tiered service model.

b) Desktop virtualization

This comes in many shapes and forms (such as desktop as a service [DaaS]) and can be implemented

strictly through software technologies, or through a combination of software and hardware, which is

known as hosted virtual desktop infrastructure (HVDI).

c) Intelligent automation services

These are implemented through bots and machine learning applications that automate the most

common user requests and issues.

d) Knowledge management through real-time analytics

This is a critical component of the digital workplace strategy, as it can stimulate self-service or allow

proactive support interventions. Service providers can implement new knowledge management tools

that are based on real-time analytics, instead of a passive database. These tools are normally integrated

to the self-service portal and leverage the context element of the knowledge management process.

e) Multichannel on-demand support

This enables users to contact support through multiple channels (such as email, phone and chat).


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f) Self-service

This is delivered through a centralized portal where users have access to services that include, but are

not limited to, automated scripts, a knowledge management portal, known issues, how-to videos and

peer support.

g) Virtual Agent

This is a new general of virtual assistants with machine learning and natural language processing

capabilities which can go beyond answering simple scripted questions and can engage in an active

dialogue and make recommendations.

h) Support for cloud-based apps

SaaS is now a major delivery model for many applications, and most service providers have developed

capabilities to provide end-user support for mainstream cloud applications. These services assist users

with applications, such as collaboration tools like Microsoft Office 365; enterprise file

synchronization and sharing (EFSS); or business applications, like SAP or ServiceNow.

i) Unified communications as a service (UCaaS)

This includes teleconferencing, voice over Internet Protocol (VoIP), and web-based

videoconferencing.

j) Walk-up-kiosk

Walk-up locations staffed with agents with both technical and interpersonal skills so end users can

turn in their devices – laptops, tablets or smartphones – to get service.

3.2. Lot B: Service Components

This Lot B of the Statement of Work (SoW) provides a description for the Managed Workplace Services

(MWS) environment and sets forth the required Supplier capabilities and the roles and responsibilities of

the parties for the MWS. These Services are to be delivered in an automated and integrated support

delivery and operating model addressing the following key components:

3.2.1. End-User Computing (EUC):

o Desktop computing hardware devices (desktops/laptops/tablets) and associated system

Software

o Peripherals (e.g. docking stations; monitors; keyboards; mice …etc.)

o Install/move/add/change (IMAC)

3.2.2. Managed Telephony and Mobility Management Services

3.2.3. Managed Print Services:

o Printing and multifunction (print, scan, fax, copy) Hardware

o On-site technical support as needed

o Central Device management

o Usage reporting

o Consumable provisioning and management

o Replacement of Consumables (paper, cartridges, toner, etc.)


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o Secured/private print

o Install/move/add/change (IMAC)

3.2.4. Workforce Collaboration, Communication and Productivity Tools Management Services:

o Administration, support, and maintenance for SaaS applications (e.g., Microsoft Office

365 suite, ServiceNow, etc.)

3.3. Lot B: Service Objectives

The Supplier shall support the Client approved Distributed Computing environment that includes the

following functions:

a. Enable the workforce to be more engaged, agile, secured and productive in performing their

professional duties and commit to a more digital and consumerized experience for End Users.

b. Provide remote and deskside support to authorized Users enabled with self-Service and

automation as necessitated by the circumstances of the requester (e.g., Incidents, Problems,

Service requests, request of information) and Service levels.

c. Dispatch and monitor Break/Fix repairs, including Services performed by other Suppliers.

d. Perform approved IMAC (Install/move/add/change) Services for End-User Hardware and

Software.

e. Track the inventory of in-scope Software and Hardware as required by Client.

f. Track warranty and licenses for in-scope Software and Hardware in accordance with the asset

management process and the End-User Device depot Service.

g. Deploy and manage in-scope Hardware.

h. Deploy and manage in-scope Software.

i. Regardless of whether the Software is part of the Client-defined Core Image, for Software

and tools listed in Attachment B2 (ICT Standards - Supported Hardware, Software and

Tools), the Supplier will:

i. Deploy to Devices in-line with Client's life cycle planning and requirements.

ii. Maintain Software as current, as defined in the technology plan requirements.

iii. Notify Client of applications as current on an annual basis and as requested by Client.

iv. Package new versions as approved by Client.

v. Build and maintain a standard workstation image.

vi. Deploy the Client-approved versions to authorized and licensed Users.

vii. If it is not feasible for applications to be packaged, Supplier will install as needed by

Client as part of the base Service.

j. In-scope Hardware and Software management, including standard images, asset

tagging/engraving, inventory tracking, data and/or application migration, and

decommissioning.

k. Manage, maintain and reflect personal User profiles and data during the performance of any

Services.


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l. Ensure technical orientation/training availability for new Client employees on existing

systems and Software.

m. For managed print Services:

i. Provide cost-effective, high-quality printing, copying, faxing and scanning with high

quality of Service and support

ii. Provide support for new technologies such as:

1. Wireless printing

2. Pull printing

3. Cloud printing

iii. Asset ownership to be provided by the incoming Supplier

n. For all tiers of in-scope Services, include Installation/Deployment, support, Break/Fix, for:

i. VIP Support — Includes all levels of Support for designated Client VIPs at key

location.

ii. Periodic Events — (e.g., Client's Board Meetings, global events and interim meetings)

Support use of Client's user equipment (e.g., projectors, workstations, laptops .. etc.).

iii. Distributed Computing support for training rooms, labs and electronic learning events,

as applicable and as needed by Client.

iv. Specialized handheld devices (scanners, etc.).

Note: Color Printers and black/white Printers are hereafter called "Printing Devices" in this SOW, unless

otherwise specified. Multifunction Printers with print, fax, scan and copy functionality are hereafter called

"MFPs" in this document.

Unless otherwise specified explicitly in this SOW, the Supplier shall provide all Services and perform all

roles, responsibilities, and activities outlined in this SOW, in accordance with Client's performance

requirements, as part of the baseline Services, at no additional cost to Client.

3.4. Lot B: Service Environment

3.4.1. Managed Workplace Services Required Capabilities

The Supplier shall provide solutions and demonstrate the following capabilities associated with

the Managed Workplace Services proposal, and provide the outcome associated with each of

them to the end user. Further, the Supplier should also demonstrate that the outcome associated

with these capabilities results in improving cost, quality and agility, and how the same

improvement is passed back to the Client. Supplier should also provide different solutions and

tools associated with each of these capabilities and willingness to integrate capabilities with the

Client-supplied tools with assumptions and dependencies, if any.

Table B-1: Managed Workplace Capabilities (MWC)

Reference

No.

Capability Description


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MWC.1 Intelligent Automation The Supplier is required to bring innovation and

intelligent automation, Natural-Language

Processing and Autonomics capabilities into the

Workplace Services delivery model by

implementing bots, machine learning

applications and artificial intelligence (AI) that

automate common user requests and issues.

These capabilities will be reviewed and

approved by the client prior to implementation

by the Supplier. Supplier should demonstrate

capability of proactive, preventive, prescriptive

and predictive capabilities using these tools and

showcase the value generated in their responses.

The Client uses ServiceNow at its ITSM tool.

The Supplier needs to ensure the seamless

integration of its tools with the Client tool.

MWC.2 Support for Bring Your

Own (BYOD) Devices

The MWS should support Client workforce's

personally owned Devices (including

smartphones, tablets and/or personal computing

Devices) and applications through a tiered

Service model. This support should be aligned

with internal policies and guidelines governing

the use of private equipment at the Client’s sites.

MWC.3 Support for Cloud-Based

Apps

The Supplier is required to support the Client’s

SaaS applications. These applications include

collaboration and productivity tools like

Microsoft Office 365, emerging enterprise file

synchronization and sharing (EFSS), or business

application platforms like SAP or other

workflow and process automation platforms like

ServiceNow.

MWC.4 Desktop Virtualization The Supplier is required to support

implementation and delivery of desktop

virtualization as approved by the Client. Support

Services can include testing, migration, ongoing

support, performance management and end-user

training.

MWC.5 Knowledge Management

Through Real-Time

Analytics

The Supplier is required to implement

knowledge management tools that are based on

real-time analytics. The self-Service portal

should be integrated with the analytics tools


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leveraging the context element of the knowledge

management process.

The Client is currently using the ServiceNow

ITSM platform which contains the Client’s

knowledge management tool. The Supplier must

ensure the seamless integration of its tools with

the Client tool.

MWC.6 Multichannel On-Demand

Support

The MWS should have multichannel support

capabilities (for example, phone, email and

chat), but also receive effective support through

the same channel.

MWC.7 Self-Service The MWS Services should have provisions for

self-Service capabilities delivered through a

centralized portal, where users can go to access

Services that include, but are not limited to,

automated scripts, a knowledge management

portal, known issues, how-to videos and peer

support.

The Client currently uses ServiceNow as the

ITSM platform which includes built-in self-

service end-user portals. It is recommended that

the Supplier uses the same platform. If the

Supplier uses another toolset for the self-service

portal then it has to ensure the seamless

integration of that tool with the Client’s ITSM

platform.

MWC.8 Unified Communications as

a Service (UCaaS)

The WMS support coverage should bring

unified communications capabilities through

telephony, teleconferencing, voice over Internet

Protocol (VoIP), Video and Web-conferencing

and two-factor authentication.

The Client currently uses MS Teams as Unified

Communications.

MWC.9 Virtual Personal Assistants The Supplier is required to include virtual

assistants with cognitive capabilities into the

Service delivery model with capabilities beyond

answering simple questions and can engage in

an active dialogue and make recommendations.

The Client is using the ServiceNow ITSM

which also has an add-on extension for an

intelligent Virtual Agent. It is recommended that


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the Supplier uses the same tools or ensures the

seamless integration of its tools with the Client

tool.

MWC.10 Walk-Up Support locations The Supplier should provision walk-up locations

staffed with agents who have both technical and

interpersonal skills, so end users can turn in

their Devices — laptops, tablets or smartphones

— to get Service. These walk-up locations

should be capable of addressing most how-to

questions and offer troubleshooting and

break/fix Services through scheduled

appointments or ad hoc requests.

This capability will need to be available

immediately at the Client’s headquarters. In the

future this capability might need be extended to

regional offices.

3.4.2. Scope of Service Environment to be Supported

The following subsections, other sections and Annexes further describes and scopes the Distributed

Computing environment to be supported under this Lot and with which the Supplier needs to comply.

These Service Environment Enclosures are to be maintained by the Supplier, reviewed with Client, and

updated by the Supplier and made available to Client on a quarterly basis or as requested by Client.

i) Hardware and Software

A list of End-User Computing and Print Services Software and Hardware currently used in

the delivery of the in-scope Services to the Client are provided in Attachment B2 (ICT

Standards - Supported Hardware, Software and Tools).

ii) Service Locations

Currently, the Client’s headquarters location in Songdo/South-Korea is the only service

location which will be needed to be supported immediately. As the Client anticipates

opening regional offices (world-wide), these locations would be also included, once

established, as additional locations to be provided with service under the MWS.

Current core service times at the Client’s headquarters are Monday – Friday between 8:00-

19:00 (KST). The Client might request services outside these service time in advance.

Services at the Client headquarters outside the core service time will be costed as overtime.

iii) Personnel

Supplier will be responsible for providing appropriately skilled staffing to meet the End-User

Computing and Print Services roles and responsibilities and Service-level requirements set

forth in this SOW.

iv) Policies and Procedures

Supplier will adhere to all GCF policies and procedures related to the ICT services provided.


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v) Required Languages

English is the currently required language. The Client's future requirements may require

Services support in additional languages.

3.5. End-User Computing (EUC) and Print Services Descriptions and Roles and

Responsibilities

3.5.1. End-User Computing (EUC) and Print Services Descriptions and Roles and Responsibilities

This section identifies the roles and responsibilities associated with the Desktop and Print Services

defined in the SOW. It includes the most common roles and responsibilities for Tier 1, 2 and 3 support,

problem resolution, service request tracking, Incident and problem management, Client satisfaction, call

escalation, dispatch, and knowledge management support for Desktop and Print Services.

In this SOW, the RASCI (responsible, accountable, supporting, consulted and informed) chart clarifies all

roles and responsibilities matrices between the Client and Supplier for the different components of the

service.

3.5.2. General Roles and Responsibilities

The Supplier hereby acknowledges that they will perform their general roles and responsibilities in

accordance with following table of activities and at the Client's facilities.

Table B-2: General Roles and Responsibilities

General Roles and Responsibilities Supplier Client

1. Define Distributed Computing/End User requirements and Policies and

approve changes.

I R, A

2. Recommend Services and Standards for supporting the Distributed Computing

environment/End Users.

R, A C, I

3. Review and approve Services and Standards for supporting the Distributed

Computing environment/End Users.

S R, A

4. Procure all new in-scope Hardware (Desktop/Laptop, Mobile, Printer, …etc.).

Obtain approval from Client before purchasing these in-scope Hardware.

R, A

5. Support existing in-scope Hardware (Desktop/Laptop, Mobile, Printer, …etc.)

which has not reached its end of lifecycle.

R, A C

6. Deploy and manage in-scope Hardware and Software. R, A

7. Procure locally attached miscellaneous peripherals as approved by Client.

Obtain approval from Client before purchasing these peripherals.

R, A C

8. Provide support for stand-alone uninterruptible power supply (UPS) systems

for local systems used to deliver MWS Services.

R, A

9. Provide server Break/Fix and Level 2 system Software support as coordinated

through the MWS.

R, A


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10. Provide Break/Fix Level 2 support for in-scope Hardware and Software as

coordinated through the MWS.

R, A

11. Provide remote and desk-side support to Client-authorized Users as needed to

fulfil Service requirements.

R, A

12. Provide Incident determination, Root Cause Analysis, and Resolution. R, A

13. Manage and maintain inventory of in-scope Software licenses. R, A C, I

14. Ensure Software license compliance (reconcile Software installations with

entitlements).

R, A C

15. Provide support for financial audits, as requested. R, A C

16. Support disk space quotas and access control (file systems, disk space, etc.) as

it relates to an authorized User.

R, A C

17. Manage and maintain inventory of in-scope Hardware, include asset tagging

and recording.

R, A

18. Provide technical support for all Hardware/equipment of the remote site

computing infrastructure (i.e., Client facilities).

R, A

19. Establish Procedures for procuring appropriate equipment sparing

requirements and spares inventory levels for all in-scope Hardware equipment,

to meet temporary capacity needs and Service-Level Requirements.

R, A

20. Manage and maintain spare inventory for in-scope Hardware Devices, advising

Client of inventory levels of in-scope Hardware in accordance with Client's

Policies and Procedures.

R, A

21. Approve and track requests for new Devices, spare components, or

peripherals.

S R, A

22. Fulfil requests for replacement Devices, components, or peripherals from the

spares inventory.

R, A

23. Provide ad hoc fulfilment of Client-approved new Devices, components or

peripherals.

R, A

24. Manage Device life cycle for Devices as part of ongoing refresh process. R, A

25. Support remote-site infrastructure System Software (e.g., operating systems,

utilities as listed in the applicable Enclosures).

R, A

26. Implement and coordinate all changes to the remote site infrastructure,

including those that may affect the Service levels of any other Service Tower

and Third Parties.

R, A

27. Identify and implement opportunities to consolidate infrastructure, improve

utilization, availability, and cost in conjunction and approved by Client.

R, A

28. Provide ICT asset and inventory management Services, including inventory

reconciliation.

R, A

Key: R: responsible; A: accountable; S: supporting; C: consulted; I: informed

3.5.3. Service Location Configuration and Installation

The Supplier herby acknowledges that they will perform, according to their assigned roles and

responsibilities, the configuration and installation Services associated with supporting the EUC Devices


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and connectivity at Client's facilities are currently only at the Client’s headquarters. Additional Service

Locations might be added by the Client in the future.

Table B-4: Service Location Configuration and Installation Roles and Responsibilities

Service Location Configuration and Installation Supplier Client

1. Receive and install Service Location assets required to support life cycle,

renewal/replenishment, capacity or performance requirements, including

network components, servers, storage Devices, server applications,

middleware and Service utilities.

R, A

2. Maintain and upgrade any Service Location assets required to support life

cycle, capacity, or performance requirements, including network and security

components, servers, storage Devices, server applications, middleware, and

Service utilities.

R, A

3. Implement and coordinate all Change Management activities to the Service

Location infrastructure, including those that may affect any Service Levels,

and including those with respect to other Services, or any Service Levels

provided by other Third-Party Suppliers.

R, A

4. Ensure that all changes to the Service Location assets, Software versioning,

application to asset mappings and licenses are included and updated in the

configuration management database. Provide auto discovery tools to update

asset management system following the approved Change Management

process. The Client currently uses ServiceNow ITSM platform. If the

Supplier uses different tools, then the Supplier need to ensure the seamless

integration with the Client tools.

R, A


3.5.4. Software Tools Administration

Supplier will be required to acknowledge that they will perform the activities associated with the

maintenance and support of existing and future tools (such as package deployment tools) and in

accordance with the roles and responsibilities assigned to them. The following table identifies the

Software Tools Administration roles and responsibilities associated with the provision of such Services.

Table B-5: Software Administration Roles and Responsibilities

Software Administration Roles and Responsibilities Supplier Client

1. Recommend and provide or use existing Client Software tools for in-scope

Services.

R, A

2. Ensure supplied toolsets support all of Client's requirements. R, A

3. Develop and document, in the Standards and Operations Procedures

Manuals, tools applications and other Software administration Procedures

that comply with the provided requirements and Policies of Client.

R, A

4. Review and approve tools and other Software administration Procedures. S R, A

5. Provide authorization requirements for system Users, roles, objects, etc.,

in the Standards and Operations Procedures Manuals, and approve change

requests.

S R, A

6. Implement tools applications and other Software configurations. R, A


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7. Create, alter and delete application object changes. R, A

8. Establish and maintain configuration and system parameters in a

consistent manner across like server environments.

R, A

9. Execute Processes for the proper maintenance and functioning of

application tools and other Software systems (e.g., load balancing, tuning,

configuration management).

R, A

10. Execute authorized change requests. R, A

11. Execute creation, upgrade, and refresh of tools and applications and other

Software systems.

R, A

12. Execute all application tools and other Software systems-level changes

(i.e., initialization parameters).

R, A

13. Execute object changes for all instances. R, A

14. Maintain consistent tools applications and other Software system

parameters and system settings across all like instances according to

established path to production life cycle.

R, A

15. Implement and administer appropriate management tools across all tools

applications and other Software system instances.

R, A

16. Test patches for tools, applications and other Software systems as

approved by Client.

R, A

17. Patch tools applications and other Software systems as needed, according

to established path to production life cycle, and correlate internal change

request to the Software vendor tracking codes.

R, A

18. Provide configuration, installation, and maintenance for tools applications

and other Software systems.

R, A

19. Manage and clean up audit trails and logs. R, A

20. Implement tools applications and other Software systems configurations,

and hand over as appropriate to the application Services team, including

those associated with other Third-Party Suppliers.

R, A


3.5.5. Remote Device and Software Management Services

Remote Device and Software Management Services are the activities associated with managing,

maintaining and troubleshooting Devices and Software remotely over the Network to minimize the need

to dispatch technical personnel for Incident Resolution. The following table identifies the Remote

Desktop Management roles and responsibilities that Supplier and Client will perform.

Table B-6: Remote Device and Software Management Services Roles and Responsibilities

Service Roles and Responsiblities Supplier Client

1. Define Policies for the use of MWS remote control tools. S, I R, A

2. Develop, document and maintain MWS Remote Device and Software

Management Services Procedures that meet requirements and adhere to

defined Policies and security requirements.

R, A C, I


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3. Review and approve Remote Device and Software Management Services

Procedures.

R, A C, I

4. Resolve Incidents using remote-control capability, and when possible

implement corrective actions. If Resolution is not possible, escalate per the

escalation Procedures.

R, A I

5. Utilize remote controls to manage and update Software, and to maintain

configuration and inventory information.

R, A

6. Assist in enabling the enforcement of compliance to standards and the

appropriate optimization of remote Devices and Software.

R, A


3.5.6. End-User Administration Services

End-User Administration Services are the activities associated with managing and coordinating account

creation, activation, termination, changes and expiration. The following table identifies the End-User

Administration Services roles and responsibilities that the Supplier and Client will perform.

Table B-7: End-User Administration Services Roles and Responsibilities

End-User Administration Services Supplier Client

1. Define requirements and Policies regarding End-User Administration

Services.

C, I R, A

2. Develop, document and maintain End-User Administration Services and

Supplier procedures that meet Client requirements and adhere to Client

Policies.

R, A C, I

3. Review and approve End-User Administration Services procedures. R, A C, I

4. Receive, track and process requests for End-User account

creation/activation, changes and terminations.

R, A

5. Manage End-User account administration, creation/activation, changes and

terminations (e.g., password/account setup and password reset, remote-

access connectivity, email accounts, End-User IDs).

R, A

6. Create, change and delete End-User accounts per requests, in accordance

with Client's security Policies.

R, A

7. Coordinate as necessary with other specialized areas to manage End-User

accounts.

R, A


3.5.7. Identity and Access Management Services

Table B-8: Identity and Access Management Roles and Responsibilities

Identity and Access Management Roles and Responsibilities Supplier Client

1. Support provisioning/deprovisioning of accounts for Client End

User, Service and system accounts, as per Client Policies and

Procedures, as currently defined.

R, A

2. Submit access requests to Client for approval. R, A C


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Identity and Access Management Roles and Responsibilities Supplier Client

3. Approve access requests as required. R, A

4. Provide support for directory group administration. I R, A

5. Provide Administration Services and support identity and access

management for all enterprise applications. R, A

6. Provide account revalidation (for example, annual account

attestation) and/or job role change process, according to defined

standards.

R, A

7. Maintain workflow processes to support multiple approvers, as

currently defined by Client system, with email notification used

as a part of the workflow process.

R, A

8. Provide reporting on all access assigned to End Users, Service

and system accounts. R, A I

9. Provide ability to deprovision all access as defined in the

Operations and Procedures Manual (automatically via integration

with Client systems or manually).

R, A

10. Provide reporting capabilities to support audit and compliance

requirements (ability to audit the requests and approvals). R, A I

11. Enable requestor to track their requests and/or approvals. R, A

12. Support delegation of approvals. R, A

13. Provide self-Service account requests via web interface. R, A

14. Provide self-Service password reset capability via web interface,

chatbots or mobile. R, A

15. Synchronize password resets with all provisioned endpoints. R, A

16. Provide Administration Services for IaaS and SaaS access

requests. R, A

17. Support identity management for privileged Users, including

application and server infrastructure support and maintenance. R, A


3.5.8. Installs, Moves, Adds, Changes (IMAC)

IMAC Services are the activities associated with the end-to-end management and coordination of IMAC

Service Requests, including gathering the business requirements, providing authorization, logging the

request and facilitating fulfillment. All authorized IMAC Service Requests are passed automatically to the

local support team, depending on the location and the product or Service being requested. Examples of

IMACs include, without limitation, adding Desktops and Laptops, moving local Printers and Telephones.

The following table identifies the IMAC roles and responsibilities that Supplier and Client will perform.

Table B-9: IMAC Roles and Responsibilities

IMAC Roles and Responsibilities Supplier Client

1. Recommend IMAC Services procedures. R, A I, C

2. Develop, document and maintain IMAC Supplier procedures that meet

Client requirements and adhere to Client Policies.

R, A I

3. Review and approve IMAC Services Procedures. C, I R, A


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4. Receive and track IMAC Service Requests and obtain approvals in

accordance with approved Procedures.

R, A

5. Contact the End User and schedule an appropriate, agreed-upon time for

the work to take place.

R, A

6. Approve IMAC schedule. I, C R, A

7. Coordinate approved IMAC requests with local support teams for delivery

of IMAC Services.

R, A

8. Track and report status of IMAC requests. R, A

9. Conduct preinstallation and site survey activities (e.g., network

connectivity, power, data jack preparation) for customization, movement,

installation or removal of Devices in accordance with the Procedures and

specific ICT Service Requests.

R, A

10. Contact End User to confirm completion of IMACs and satisfaction. R, A


3.5.9. Exception Request Services

Exception Request Services are the activities associated with fulfilling End-User requests for products or

Services that are outside the scope of the Services. The following table identifies the Exception Request

Services roles and responsibilities that the Service Supplier and Client will perform.


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Table B-9: Exception Request Services Roles and Responsibilities

Exception Requests Services Roles and Responsibilities Supplier Client

1. Define Exception Request Services Policies and requirements. C R, A

2. Develop, document and maintain Exception Request Services process,

procedures and required forms that meet Client requirements and adhere to

Client Policies.

R, A

3. Review and approve Service Supplier Exception Request Services

procedures.

R, A C, I

4. Document exception requests in MWS Incident management system,

collect and analyze the request, recommend exception request action,

process the request to fulfilment or denial, and advise the originator of the

status.

R, A

5. Review and approve exception requests. S R, A

6. Take the necessary action to implement the request, as long as the

exception is within scope of this Contract or an approved Project.

R, A

7. Provide exception requests status to requestor when approved. R, A


3.5.10. Other Responsibilities / Planning and Analysis Services

Planning and Analysis Services are the activities associated with providing the Client with most

appropriate and effective level of Service on an ongoing basis. The following table identifies Planning

and Analysis Service roles and responsibilities that Supplier and Client will perform.

Table B-10: Planning and Analysis Services Roles and Responsibilities

Planning and Analysis Services Roles and Responsibilities Supplier Client

1. Identify and recommend End-User Services solution that best meets Client

business needs and Service-level expectations on an ongoing basis.

R, A

2. Review and approve recommended End-User Services solutions. S R, A

3. Perform operational planning for End-User Services capacity and

performance purposes.

R, A

4. Perform Analysis of Client environment, including acquiring Client

management team feedback, to identify the appropriate sets of skills,

training and experience needed by End-User Services staff.

R, A


3.5.11. Core Software Image Build and Deployment Services

Core Software Image Build and Deployment Services are the activities associated with building and

deploying Core Software Images. Core Software is defined as the suite of Software programs used to

build Client-defined standard images for a supported Device (e.g., OS Software, office productivity and

messaging Software, security tools, and remote connectivity Software; i.e., "Core Image").

Table B-11: Core Software Image Build and Deployment Roles and Responsibilities

Core Software Image Build and Deployment Roles and Responsibilities Supplier Client

1. Define Core Software Build and Deployment requirements and Policies. I R, A


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2. Develop and document in the Operations Manual Core Software Build and

Deployment Procedures that meet requirements and adhere to defined

Policies.

R, A

3. Review and approve Core Software Build and Deployment Procedures. S R, A

4. Provide technical assistance for defining Core Software Image(s)

specifications for in-scope Hardware.

R, A

5. Develop and document detailed technical specifications that define and

support the Build, test and Deployment plans for the standard Core

Software Image(s).

R, A

6. Review and approve standard Core Software Image specifications. I R, A

7. Build Core Software Images for in-scope Hardware. R, A

8. Conduct system-level and End-User testing of Core Software Image(s) to

validate that they perform in accordance with the approved specifications

and can be deployed successfully to operate with all supported

applications, Hardware and Software.

R, A

9. Review and approve Core Software Image testing results. S R, A

10. Approve Core Software Image(s) for Deployment. S R, A

11. Provide necessary utilities/tools to maintain and ensure compliance with

Core Software Image Deployment/management Policies and Procedures.

R, A

12. Develop scripts and macro programs to automate standard Client

Processes as appropriate (e.g., upgrading desktop images).

R, A

13. Manage Core Software Deployment efforts using formal project

management tools, methodologies and Standards (e.g., ITIL change and

configuration management practices).

R, A

14. Deploy approved Core Software Image(s) on applicable Hardware. R, A

15. Support and administer Software distribution tools. R, A

16. Recreate End-User desktop environment to previous state, including base

Build plus all End User-specific features, functions and applications, as

required.

R, A

17. Automate Core Software Image Deployment Processes (e.g., remote

electronic upgrading of desktop images).

R, A

18. Conduct Deployment reviews and provide results to Client. R, A

19. Review and approve results of Deployment reviews. S R, A


3.5.12. Install, Moves, Adds, Changes, Deletes (IMACDs)

IMACD Services are the activities associated with providing routine installations, relocations, changes to

configuration, and removal of distributed computing Hardware and Software.

Table B-12: IMACD Roles and Responsibilities

IMACD Roles and Responsibilities Supplier Client

1. Define IMACD requirements and Policies. I R, A


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2. Develop and document, in the Operations Manual, IMACD Procedures

that meet requirements and adhere to defined Policies.

R, A

3. Review and approve IMACD Procedures. S R, A

4. Conduct preinstallation and site survey activities (e.g., network

connectivity, power and data jack preparation) for customization,

movement, installation or removal of Devices in accordance with the

Procedures and specific ICT Service request Policies.

R, A

5. Build, configure and test the system in accordance with the standard

Hardware configuration(s) and Software Images, and in accordance with

the Procedures and specific ICT Service request Policies.

R, A

6. Perform Hardware and Software IMACDs and reinstallations in

accordance with the specific ICT Service request Policies, Procedures and

other application Policies (e.g., security Policies), including End-User

signoff.

R, A

7. Install new or enhanced in-scope Hardware, peripherals and

configurations, and connect cables from distributed Devices to the

network point-of-presence.

R, A

8. Conduct User data and application migration that is necessary due to any

Hardware or Software IMACDs and reinstallations.

R, A

9. Update all management tools (e.g., asset management database) with

required data.

R, A

10. Provide basic End-User orientation, and other site staff orientation, as

needed when deploying in-scope Hardware and in-scope Software in

accordance with Client's Policies and Procedures.

R, A

11. Coordinate the MWS and all other necessary Third-Party Suppliers and

Client support organizations to manage all IMACD ICT Service Requests

to Resolution and Closure.

R, A


3.5.13. Deskside Technical Support

Deskside Technical Support Services are the activities associated with the provision, dispatch and

management of Services provided at the physical workplace of the authorized User, or other such

locations designated by Client.

Client requires Deskside Technical Support as part of the baseline Service for all authorized Users at all

Client in-scope locations.

Table B-14: Deskside Technical Support Roles and Responsibilities

Deskside Technical Support Roles and Responsibilities Supplier Client

1. Define Deskside Technical Support requirements and Policies. I R, A

2. Develop and document, in the Operations Manual, On-Site Technical Support

Procedures that meet requirements and adhere to defined Policies.

R, A

3. Review and approve Technical Support Procedures. S R, A


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4. Establish, procure and maintain appropriate spare equipment requirements

and spares inventory levels to meet Service-Level Requirements for the On-

Site Technical Support Services. Obtain approval from Client before

purchasing these peripherals.

R, A

5. Provide a secure centralized location to store spare equipment as required to

meet the required Service Levels.

R, A

6. Coordinate with the MWS and all other Third-Party Suppliers and Client

support organizations to manage all On-site Technical Support requests to

their Resolution and Closure.

R, A

7. Coordinate with End Users or other site staff to schedule On-Site Technical

Support visits in response to Incidents or ICT Service Requests, including

security remediation Services.

R, A

8. Dispatch appropriate Level 2 or Level 3 technician(s) in response to an

Incident or ICT Service Request as required.

R, A

9. Troubleshoot, diagnose and Resolve Incidents for Devices, including

removing and/or repairing Hardware that is physically broken or inoperable.

R, A

10. Conduct appropriate tests of repaired Hardware to ensure the Device is

operating appropriately.

R, A

11. Obtain End User acknowledgment for completion of ICT Service Requests

and pass it on to the MWS.

R, A

12. Provide data recovery Services for failed endpoint Devices using Supplier-

provided or Client-provided utilities.

R, A


3.5.14. Operations and Administration Services

Operations and Administration Services are the activities related to ongoing management of the

distributed computing environment to meet Client's operational needs and comply with Client's Policies

and Procedures.

The following table identifies additional roles and responsibilities associated with Operations and

Administration Services activities that are specific to Distributed Computing Services.

Table B-15: Operations and Administration Services Roles and Responsibilities

Operations and Administration Roles and Responsibilities Supplier Client

1. Apply required patches and fixes to Core and in-scope Software and apply

antivirus patches

R, A

2. Maintain Hardware and Software asset information, including warranty

and license information and endpoint configurations.

R, A


3.5.15. Special Support Services

Special Support Services are the activities associated with special installation/deployment, maintenance,

support, Break/Fix, Software, and other technical training, upgrades and so on, like for the following:


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• VIP support for designated Client Executives/VIPs. This can include support in the home or

other remote locations.

• Periodic events (e.g., annual and interim meetings, Board meetings, annual/monthly events).

• Walk-in support at Client's facilities

3.6. Managed Telephony and Mobility Management Services

3.6.1. General Responsibilities

The following table identifies the general roles and responsibilities associated with this SoW.

Table B-16: General Roles and Responsibilities


1. Provide IP-based Telephony, Mobile Device Management (MDM) and

Videoconferencing strategies and requirements as deemed appropriate by

Client.

I R, A

2. Provide IP-based Telephony, MDM and Videoconferencing solutions

design and engineering to meet Client's strategies and requirements.

R, A

3. Approve IP-Telephony, MDM and Videoconferencing design and

engineering of solutions.

S R, A

4. Coordinate procurement and provide operation and management of current

and emerging IP-based Telephony, MDM and Videoconferencing required

to meet Client's business and operational requirements as they evolve and

approved by Client. Obtain approval from Client before purchasing these

items.

R, A

5. Coordinate installation, and support of, and provide problem Resolution

for all Voice Telecom Services.

R, A

6. Manage IMACDs in conjunction with Client's Facilities Management

team for traditional wired, wireless and emerging technologies.

R, A

7. Provide fraud prevention, detection, reporting and security management

where applicable and in accordance with Client's security policy.

R, A

8. Procure in-scope IP-based Telephony, MDM and Videoconferencing

Services related equipment, Software and peripherals, as approved by

Client. Obtain approval from Client before purchasing these items.

R, A

9. Manage and coordinate support of the equipment lines and circuits for all

in-scope Client locations.

R, A

10. Coordinate with interexchange carriers to provide connectivity. R, A

11. Recommend solutions to improve Telecom Services Operations, enhance

user experience and optimize costs, keeping in view industry best practices

and technological advances.

R, A

12. Provide user training for all Telephony, MDM and Videoconferencing

Services.

R, A



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3.6.2. Desk Phone Services

Supplier shall provide Desk Phone Services necessary to provide telephone Services to employees

throughout Client Facilities. Services include providing planning and assessment, implementation,

training, and ongoing monitoring and management of the telephone Services.

The Telephone system for the Client needs to be IP-based. Desk Phone Services allow authorized callers

to receive incoming calls and to make intercampus, outside local, outside long distance and international

calls. The following table identifies the roles and responsibilities associated with Desk Phone Services.

Table B-17: Desk Phone Services Roles and Responsibilities

Desk Phone Services Roles and Responsibilities Supplier Client

1. Provide Desk Phone Service requirements (e.g., number of sets, functions

and features).

I R, A

2. Provide Desk Phone Service design and engineering to meet Client

requirements.

R, A

3. Approve Desk Phone Service design and engineering. I R, A

4. Provide end-to-end internal and external phone connectivity, including

equipment and/or peripherals.

R, A

5. Coordinate procurement of adaptive Voice Telecommunications Services

and Equipment as required and approved by Client. Obtain approval from

Client before purchasing these items.

R, A

6. Oversight and approval of procured Voice, MDM and Videoconferencing

Equipment and/or peripherals. Obtain approval from Client before

purchasing these items.

S R, A

7. Coordinate and plan with the GCF ICT Network Infrastructure provider

any installation required on the network for the IP-Telephony.

R,A I


3.6.3. Voice Network Management Services

Supplier shall manage Voice Network Management Services, including Local Service and Long-Distance

Service, to Client phone users with local and international long-distance calling from Client's Facilities.

Long-Distance calls are those that terminate at locations outside the caller's local calling area, both

domestic and international. The following table identifies the roles and responsibilities associated with

Voice Network Management Services.

Table B-16: Voice Network Management Services Roles and Responsibilities

Voice Network Management Services Roles and Responsibilities Supplier Client

1. Provide Voice Network Management Services strategies and

requirements.

I R, A

2. Provide Voice Network Management Services design and engineering to

meet Client's strategies and requirements.

R, A

3. Approve Voice Network Management Services design and engineering. S R, A


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4. Manage Local and Long-Distance Network Services according to Client's

approved dial plan.

R, A

5. Provide Local and Long-Distance usage monitoring and reporting as

supported by the voice equipment.

R, A

6. Coordinate provision of Local and Long-Distance Services. R, A


3.6.4. Voice Conferencing Management Services

Supplier shall manage AV Conferencing Services that provide Client's End User with conference

capabilities. Services include the Planning and Assessment, Implementation, Training, and ongoing

Management necessary to implement the AV Conferencing Service. An array of features will be

supported with the delivered Services. The following table identifies the roles and responsibilities

associated with AV Conferencing Services.

Table B-17: Audio/Video (AV) Conferencing Management Services Roles and Responsibilities

Voice Conferencing Management Services Roles and Responsibilities Supplier Client

1. Develop AV Conferencing Services strategies and requirements. C R, A

2. Design and provide AV Conferencing Services to meet Client strategies

and requirements.

R, A

3. Approve AV Conferencing Policies. I R, A

4. Manage access numbers for local, national, and international AV

Conferencing Services and support.

R, A

5. Coordinate executive/premier Services, including:

• Setup of conference rooms for AV Conferencing prior to the

meeting start

• Enhanced Services and Features (such as moderated calls)

• Operator-hosted audio-video conference with quality recording and

attendance tracking

R, A

6. On a quarterly basis or as requested by Client, create and maintain a

monthly summary report by host, including conference call types, total

number of connects, total number of minutes, total call charges, total

feature charges and total charges.

R, A

7. Provide engineering, integration, installation and upgrades of AV

Conferencing Systems. This must incorporate all phases of work,

including customer needs analysis, design requirements, trade-off studies,

proof of concept design, vendor and Hardware selection, equipment

ordering, final design, installation, testing, troubleshooting, and final sign-

off, as approved by Client.

R, A

8. Provide AV Conferencing System Project Management, including

coordinating with and providing support to third parties (such as local AV

vendor, Facilities and Construction Project Managers, etc.).

R, A

9. Repair and maintenance of AV Conferencing Systems at in-scope Client

locations.

R, A


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10. Provide support for the following:

• Scheduling videoconference meetings

• Point-to-point calls

• Multipoint/multicast calls

• Technical endpoint support for equipment

• Real-time telephone, email, in-room and video technical support to

video endpoints

• Presentation capabilities and content sharing

• Moderating audio/video conference and webinars

R, A

11. Monitoring and management of bridged (e.g., ISDN and IP)

Videoconferences if requested by Client.

R, A

12. Provide multicast record/archive Service. R, A

13. Manage and maintain AV Conferencing rooms calendar booking

technologies

R, A

14. Provide monthly (or as required by Client) reports of the number of

bridged AV Conferencing calls.

R, A

15. Provide provisioning support for AV Services (or as requested by Client). R, A

16. Provide miscellaneous video support and advice to Client, including

performance of the following activities:

• Assist with AV Long-Distance carrier and routing problems.

• Assist in coordinating off-site vendors when remote AV Conferencing

Systems need servicing.

• Provide full-Service AV support, including scheduled periodic AV

maintenance.

R, A

17. Provide miscellaneous AV support and advice as required by Client. R, A

18. Provide AV Operations Center (AVOC) Services, including the

Monitoring and Operations Services mentioned above.

R, A

19. Provide VIP MDM and AV Conferencing Service support through Client

MWS.

R, A


a) Single Point of Contact (SPOC) Services

Supplier shall provide SPOC Service that provides call flow with integrated Automatic Call Distribution

(ACD), Interactive Voice Response (IVR), Call Management System (CMS), Attendant Console,

Security and CTI support. Services include planning and assessment, implementation, and ongoing

management necessary to deploy SPOC Services for the whole organization of the Client. Services should

include Call Recording and End-User Software support. The following table identifies roles and

responsibilities associated with SPOC Service activities.

Table B-18: SPOC Service Roles and Responsibilities

SPOC Service Roles and Responsibilities Supplier Client

1. Provide SPOC Services strategies and requirements. I R, A


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2. Consult on SPOC Services with Client, and actively assist in planning and

strategy.

R, A

3. Recommend SPOC Services to meet Client strategies and requirements. R, A

4. Approve SPOC Services. S R, A

5. Provision and or configure SPOC Services. R, A

6. Provide administrative support for inbound toll-free Services. R, A

7. Coordinate with internal customers and external carriers to fulfill requests

concerning toll-free Services, including new orders, cancellations, and

Moves, Adds and Changes (MACs).

R, A

8. Design and implement customized call flow. R, A

9. Perform agent/queue MACs, including desktop connectivity. R, A

10. Design all queues based on customer requirements that provide Agent

mobility.

R, A

11. Provide consultation to SPOC owners in developing new or modifying

existing ACD applications.

R, A

12. Monitor SPOC functionality. R, A

13. Provide SPOC reports on system, network and application availability. R, A

14. Generate call volume trend report for all applications and groups utilizing

SPOC, including weekly call volumes and Client reporting requirements.

R, A

15. Provide and maintain monthly reports of SPOC status, including Hardware

(spare, in-use) critical parts, Software, interfaces, and scripts by Business

Unit.

R, A

16. Provide weekly line usage reports with support volume by support

requester/business unit (as requested by Client).

R, A


3.6.5. Mobile Device Services

Supplier shall provide Mobile Device Services necessary to provide cellular/mobile Device and

associated Services to Client authorized employees. Services include providing planning and assessment,

implementation, training, and ongoing monitoring and management of mobile telephone Services.

The Mobile Device and auxiliary equipment include Client-Authorized Mobile Devices, accessories and

Client-Authorized Services, such as mobile data Services, mobile hotspots and tethering Services, and

MDM Software and support. Mobile Services allow authorized callers to receive incoming calls and to

make local, outside long distance, and international roaming and international calls (Client-authorized

only). The following table identifies the roles and responsibilities associated with Mobile Device

Services.

Table B-19: General Mobile Device Services Roles and Responsibilities

General Mobile Device Services Roles and Responsibilities Supplier Client

1. Provide Enterprise Mobile Device Management (MDM) Service

requirements.

I R, A


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2. Provide Enterprise Mobile Device Service design and engineering to meet

Client requirements.

R, A

3. Approve Mobile Device Service design and engineering. I R, A

4. Implement Mobile Device Management Service operations, including

Device procurement, number/user management, shipping and management

of Devices with required Client approvals. Obtain final approval from

Client before purchasing those devices.

R, A

5. Coordinate between user, MWS and third parties, such as Mobile/Wireless

Carrier or Device manufacturer, to manage all User- and Device-related

issues and Service requests as needed.

R, A

6. Provide Client-required reporting on Mobile Device usage, billing and

invoicing Services.

R, A

7. Support and coordinate number portability, inbound and outbound, as

required by Client.

R, A

8. Provide end-of-life (EOL) Services, as per Client policy and standards. R, A

9. Provide MDM Services for corporate and personal mobile Devices (i.e.,

Bring Your Own Device [BYOD]).

R, A

10. Provide repair services for Mobile Devices R, A

11. Procure and configure Mobile Devices as per policy on against approved

Service requests. Obtain final approval from Client before purchasing

Mobile Devices.

R, A C

12. Manage end-to-end life cycle for Mobile Devices. R, A

13. Manage inventory of Mobile Devices and reconcile periodically.

Immediately inform customer of any gap and take remedial measures.

R, A


Table B-20: Mobile Device Management Roles and Responsibilities

Mobile Device Management Roles and Responsibilities Supplier Client

1. Provide a single point of contact for Client Mobile Device environment,

including coordination with third parties as needed. R, A

2. Provide ability to securely access authorized enterprise content from any

authorized Mobile Devices. R, A

3. Provide ability to enforce Client security and policy through role-based

models. R, A

4. Distribute Software and apps "over the air" in mixed mobile OS and

Device environments. R, A

5. Provide capabilities for personal and corporate data to securely coexist on

the same Device. R, A

6. Provide help desk and troubleshooting Services through Client MWS. R, A

7. Manage Client Mobile Device environment within a single console. R, A

8. Enable employee self-activation of corporate and personal Devices. R, A

9. Self-enroll Devices with authentication for secure provisioning. R, A


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10. Provide authorized Client users with a self-Service portal for MDM,

including order processing with approval hierarchy. R, A


Table B-20: Mobile Device Security and Policy Compliance Roles and Responsibilities

Security and Policy Compliance Roles and Responsibilities Supplier Client

1. Recommend Security Policies and standards for Mobile Device

Management.

R, A

2. Modify and/or approve Security Policies for Mobile Device Management. S R, A

3. Implement security policy and standards for MDM on Client's mobile

Device environment.

R, A

4. Provide the ability to monitor Device usage and enforce security from a

single global console.

R, A

5. Provide Services to secure data, applications, communication and network

access from authorized Mobile Devices.

R, A

6. Preconfigure Device settings and Policies based on ownership models. R, A

7. Provide Services that protect Devices from unauthorized use. R, A

8. Provide ability to control specific Device features and applications. R, A

9. Provide the ability to automatically wipe corporate data on Devices out of

compliance (with necessary Client approval).

R, A

10. Provide the ability to enforce authorized Wi-Fi and VPN networks on

Mobile Devices.

R, A

11. Provide Services to secure Devices, data, applications, communication and

network access.

R, A

12. Provide Services that implement secure data leakage prevention. R, A

13. Encrypt corporate data using Client-approved algorithms or as per Client-

approved standards.

R, A

14. Provide Services that protect against malware and unauthorized access via

custom profiles.

R, A

15. Provide access to common management portal for Mobile Devices

regardless of Device platform.

R, A

16. Support Client in performing security and compliance audits on Mobile

Devices as needed.

R, A


Table B-21: Mobile Application Management Roles and Responsibilities

Mobile Application Management Roles and Responsibilities Supplier Client

1. Recommend Applications for Client Mobile Device environment. R, A

2. Modify/request changes to and/or approve applications for Mobile Device

environment.

S R, A

3. Provide authorized employees secure access to Client-approved Third-

Party and private applications.

R, A


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4. Provide Services to deploy, upgrade and remove apps on all major

platforms.

R, A

5. Monitor for application compliance and configure auto policy

enforcement.

R, A

6. Allow/block/quarantine access to blacklisted applications. R, A

7. Provide capabilities and controls for managing data usage, including, but

not limited to, enforcing data usage by certain applications to Wi-Fi only.

I R, A


Table B-22: Mobile Expense Management Roles and Responsibilities

Mobile Expense Management Roles and Responsibilities Supplier Client

1. Provide Services for real-time cost management and policy enforcement. R, A

2. Provide Device tracking and reporting Services. R, A

3. Optimize carrier plan according to authorized user requirements and Client

guidelines. R, A

4. Provide Device alerts and warnings for overages and roaming. R, A

5. Provide support to Client as required for invoice processing and financial

integration Services. R, A

6. Provide audit capabilities as required by Client. R, A

7. Resolve billing and expense management problems and issues in a timely and

efficient manner to Client satisfaction. R, A


3.6.6. Operations, Administration and Management

Supplier shall operate, administer, maintain and manage in-scope Telephony, MDM, and

Audio/Videoconferencing Services. The following identifies roles and responsibilities associated with

Operations, Administration and Management Services.

Table B-23: Operations and Administration Services Roles and Responsibilities

Operations and Administration Services Roles and Responsibilities Supplier Client

1. Provide Client with a detailed explanation of outages that identify the

regional impact, source of outage and preventative measures being taken

to prevent future similar outages.

R, A

2. Manage End-User accounts (e.g., account setup, password resets, account

deletions and terminations) and provide administrative support (i.e., online

directory Services to maintain and update the directory in accordance with

the Service Levels) for all Services contained in this SOW, according to

Client information security Policies.

R, A

3. Coordinate physical and logical installations and provide logical moves,

adds, and changes (MACs).

R, A



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3.7. Managed Print Services (MPS)

3.7.1. MPS General Roles and Responsibilities

Table B-24: MPS General Roles and Responsibilities

MPS General Roles and Responsibilities Supplier Client

1. Plan, define, design, install, Deploy and Secure Service. R, A

2. Deploy and manage in-scope Hardware and Software. R, A

3. Provide information about installed print queue names to appointed Client

interfaces.

R, A

4. Provide Level 2 support for in-scope Hardware and Software as

coordinated through the MWS.

R, A

5. Provide Incident determination, Root Cause Analysis and Resolution. R, A

6. Provide advice to Client or other Third-Party Suppliers, as required, on:

• The analysis of a business need or proposed solution

• Options assessment, input on appropriate solutions

• Potential impact on enterprise architecture, infrastructure,

business process, information requirements, specific applications

• Potential impact on performance

• Technical feasibility

• High-level sizing

R, A

7. Report printing Problems. R, A I

8. Resolve Problems related to the printing infrastructure. R, A

9. Resolve spool and print queue Problems. R, A

10. Start and stop spooler Processes. R, A

11. Provide usage-based reporting and invoicing based on a per-unit, per-site

measure of each managed Print Device.

R, A

12. Maintain floor diagrams for all Devices that are in Client's facilities. R, A


3.7.2. Managed Print Configuration Services

Managed Print Configuration Services are the activities associated with Building and Deploying Printing

Devices and MFPs. Configuration is defined as the Client-approved standard installation parameters to be

implemented in order to set up an in-scope Managed Print Device.

Table B-25: Managed Print Configuration Services Roles and Responsibilities

Managed Print Configuration Services Roles and Responsibilities Supplier Client

1. Define Managed Print Configuration requirements and Policies. I R, A

2. Develop and document in the Operations Manual Managed Print Configuration

and Deployment Procedures that meet requirements and adhere to defined Policies. R, A

3. Review and approve Managed Print Configuration Procedures. S R, A

4. Provide technical assistance for Managed Print Configuration Services. R, A


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5. Develop and document detailed technical specifications that define and support the

Build, test and Deployment for Managed Print Configurations.

R, A

6. Review and approve standard Managed Print Configuration specifications. S R, A

7. Implement and deploy Managed Print Configuration for in-scope Hardware from a

centralized management system.

R, A

8. Deploy and/or coordinate Software and driver updates as required to ensure

version currency of the managed print environment and compatibility with

Distributed Computing and network technologies.

R, A

9. Conduct system-level and End-User testing of Managed Print Configuration(s) to

validate that they perform in accordance with the approved Specifications and can

be Deployed successfully and operate with all supported applications and

Software.

R, A

10. Review and approve Managed Print Configuration testing results. S R, A

11. Approve Managed Print Configuration for Deployment. S R, A

12. Provide necessary utilities/tools to maintain and ensure compliance with Managed

Print Configuration Deployment/Management Policies and Procedures.

R, A

13. Manage Deployment efforts using formal project management tools,

methodologies and Standards (e.g., ITIL change and Managed Print Configuration

Management practices).

R, A


3.7.3. MPS Installs, Moves, Adds, Changes Services

IMACD Services are the activities associated with providing routine installations, relocations and

upgrades for Managed Print Services.

Table B-26: MPS Install, Moves, Adds, Changes Roles and Responsibilities

MPS IMAC Roles and Responsibilities Supplier Client

1. Define IMAC requirements and Policies. I R, A

2. Develop and document in the Operations Manual IMAC Procedures that meet

requirements and adhere to defined Policies.

R, A

3. Review and approve IMAC Procedures. S R, A

4. Conduct preinstallation and site survey activities (e.g., Network connectivity,

power, data jack preparation, print volume, print types, functionality) in

accordance with the Procedures and specific IS Service Request.

R, A

5. Build, configure and test the system in accordance with the standard Hardware

managed print configuration(s) and in accordance with the Procedures and specific

Service Request.

R, A

6. Conduct preinstallation site audits for customizing, moving, installation and

removal of Devices.

R, A

7. Any data stored on printing Devices and MFPs must be encrypted or securely

erased periodically or directly after use.

R, A

8. Hard disks and permanent memories that cannot be securely erased and contain

Client's data must be properly destroyed when a Printing Device or MFP is taken

off Client premises.

R, A

9. Perform Hardware and Software IMACs and reinstallations in accordance with the

specific Service Request, Procedures and other application Policies (e.g., security

Policies).

R, A


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10. Install print drivers on server(s). R, A

11. Update all management tools (e.g., asset management database) with required data

and close an IMAC Service Request.

R, A

12. Provide basic orientation for End Users or technical staff as needed when installing

a new Printing Device.

R, A

13. Coordinate with the MWS and all other necessary Third-Party Suppliers and Client

support organizations to manage all IMAC Service Requests to Resolution and

Closure.

R, A

14. Define recycling requirements and Policies, as appropriate. I R, A

15. Develop and document in the Operations Manual recycling Procedures that meet

requirements and adhere to defined Policies.

R, A

16. Review and approve recycling Procedures. S R, A

17. Provide instructions and materials to recycle Consumables at field locations. R, A

18. Perform recycling based on established Procedures at field locations. S R, A

19. Perform recycling based on established Procedures at Client's corporate office. R, A


3.7.4. MPS On-Site Technical Support Services

On-Site Technical Support Services are the activities associated with the provision, dispatch and

management of Services provided at the physical location of the Printing Devices and MFPs, or other

such location designated by Client.

Table B-25: MPS On-Site Technical Support Roles and Responsibilities

MPS On-Site Technical Support Roles and Responsibilities Supplier Client

1. Define on-site Technical Support requirements and Policies.

R, A

2. Develop and document in the Operations Manual On-Site Technical Support

Procedures that meet requirements and adhere to defined Policies.

R, A

3. Review and approve Technical Support Procedures.

R, A

4. Coordinate with the MWS and all other Third-Party Suppliers and Client's support

organizations to manage all On-Site Technical Support requests to Resolution and

Closure.

R, A

5. Coordinate with End Users or other site staff to schedule On-Site Technical

Support visit in response to an Incident or Service Request.

R, A

6. Coordinate support, maintenance and warranty activities with relevant Third

Parties.

R, A

7. Dispatch appropriate Level 2 or Level 3 technician(s) in response to an Incident or

IS Service Request, as required.

R, A

8. Troubleshoot, diagnose and Resolve Incidents for Devices, including removing

and/or repairing physically broken or inoperable Hardware.

R, A

9. Conduct appropriate tests of repaired Hardware to ensure the Device is operating

appropriately.

R, A

10. Obtain End-User acknowledgment for completion of Service Request. R, A



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3.7.5. Consumable Management Services

Consumable management refers to the analysis, procurement, delivery and management of all Managed

Print-related Consumables as part of baseline Services, including:

• B&W laser printer toners

• Color laser printer toners

• B&W inkjet cartridges

• Color inkjet cartridges

• Fax machine toners

• Staples

In addition, delivery and management of paper at Client's sites. Client's needs include, but are not limited

to, the following:

• A4 paper

• A3 paper

• Legal paper

• Tabloid paper

• Plotter paper

• Other Client defined paper size

Supplier will proactively monitor the inventory of all Consumables with an automated replenishment

system and a centralized on-site inventory for Client's corporate office. Supplier will remotely monitor the

inventory at other field locations.

Table B-26: Consumable Management Roles and Responsibilities

Consumable Management Roles and Responsibilities Supplier Client

1. Define Standards and requirements for Consumables. I R, A

2. Develop Processes to monitor and manage Consumable consumption and

inventory.

R, A

3. Determine Consumable ordering needs with the objective of maintaining a

minimum of one-week Consumable inventory.

R, A

4. At Client locations, upon receipt of automatic low toner/cartridge/staple alerts by

Supplier's tracking and monitoring tool, or as determined by other means, place an

order for the respective Consumable and deliver it to the location.

R, A

5. Contract for, procure for best value Consumables and pay for them to Third Parties

in accordance with Client's Standards. Provide documented proof for best value

procurement of consumables.

R, A I

6. Monitor Consumables for in-scope Hardware from a centralized management

system.

R, A

7. Provide designated Client's employees read access to Consumable reports. R, A

8. Manage delivery, replacement and installation of Consumables at Client's

locations.

R, A

9. Maintain sufficient inventory at the centralized storage location and distributed

print locations to meet Client's Managed Print needs.

R, A


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10. Based on ad hoc requests by Client, procure additional Consumables that are not

part of the base requirements.

R, A


3.7.6. MPS Operations and Administration Services

Operations and Administration Services are the activities related to ongoing management of the Managed

Print environment to meet Client operational needs and comply with Client's Policies and Procedures. The

following table identifies the Operations and Administration roles and responsibilities that Supplier and

Client will perform.

Table B-27: MPS Operations and Administration Services Roles and Responsibilities

MPS Operations and Administration Roles and Responsibilities Supplier Client

1. Maintain database of all current print drivers. R, A

2. Maintain documentation of driver Managed Print Configurations for setting up

print queues.

R, A

3. Coordinate and/or build new print queues, retire old print queues, Resolve print

queue issues.

R, A

4. Manage and/or coordinate upgrades, patches and alerts. R, A


3.7.7. MPS Technology Refreshment and Replenishment Services

Technology Refreshment and Replenishment (TR&R) Services are the activities associated with

modernizing the fleet on a continual basis to ensure that the system components stay current with

evolving industry-standard technology platforms.

An integral part of TR&R is the maintenance of technology as current to ensure that the Supplier's

printing equipment and associated systems are maintained as required to address known errors, known

faults, support OS and application Software upgrades. The Supplier will coordinate the support and

Services of all Third Parties required to support the Availability and change within the environments. The

Supplier will maintain all equipment code at n-1 release level within two months, or as agreed with

Client, of the Supplier making the release available, unless specific versions are required to support

System Software or attached peripherals, or for other supportability reasons. Legacy systems required by

Client that are deemed EOL/end of support (EOS) by the OEM Supplier are excluded from this

requirement.

The Supplier will perform the migration of the equipment in alignment with the refresh plan. Following

the applicable Services Commencement Date, unless Client directs Supplier otherwise, Supplier shall

refresh a Hardware asset at no cost to the Client if any one of the following conditions is true:

• The asset has been deemed to be at the end of its Service life by the Supplier.

• The asset has been marked for retirement/replacement by the Supplier's 36 to 48 months

maintenance refresh schedule set from the asset's initial Service deployment date.

• The asset is not capable of running, at an n-1 release level, or other version as agreed by the

Parties.


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• Supplier is not party to a Hardware maintenance agreement to the extent the Supplier's receipt

of Hardware maintenance Services under such an agreement is necessary to enable such asset

to meet all Service Levels in connection with such asset.

The Supplier shall maintain refresh profiles for all elements of the Services and shall maintain such

profiles on a rolling 12-month basis. When replacements are scheduled, the Supplier must provide a

written technology plan, including the coordinated movement of the Services performed by each asset

being refreshed. This includes the procurement, and coordination of the selected third-Party Suppliers and

Service recipients in completing the migration of such Services.

The following table identifies the Technology Refreshment and Replenishment roles and responsibilities

that Supplier and Client will perform.

Table B-27: MPS Technology Refreshment and Replenishment Roles and Responsibilities

MPS Technology Refreshment and Replenishment Roles and

Responsibilities Supplier Client

1. Recommend TR&R life cycle management Policies, Procedures and plans

appropriate for support of Client's business requirements.

R, A

2. Develop, document and maintain in the Standards and Procedures Manual

TR&R Procedures and develop TR&R plans that meet requirements,

adhere to defined Policies and Change and Release Management

Processes.

R, A

3. Review and approve TR&R Policies, Procedures and plans.

R, A

4. Perform the necessary tasks required to fulfill the TR&R plans. R, A

5. Provide management reports on the progress of the TR&R plans. R, A


3.7.8. Secured/Private Print Services

This Service is intended to provide means for the User to ensure that printed documents are not accessible

to other people at the Printing Device/MFP. Delay the actual printing of the documents until the User is

physically by the Printer/MFP and identified.

Table B-28: Secured/Private Print Services Roles and Responsibilities

Secured/Private Print Roles and Responsibilities Supplier Client

1. Provide Hardware and Software for the Service. R, A

2. Schedule End-User training.

R, A

3. Provide End-User training for the Service. R, A

4. Provide User guides and information for the Service. R, A

5. Publish User guides and information about the Service. R, A



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3.7.9. Pull Printing/"Follow Me" Print Functionality

This functionality allows Users to print to a generic print server and pick up printouts at any Printing

Device or MFP included in the Service by supplying a PIN code or swiping a card (or other means of

identification).

This solution adds a higher level of security to printing and increases the usability for the User. The

Service ensures that the User who initiates the print job is present at the Printer/MFP when it prints the

documents, thus minimizing the risk of exposure of the printed documents to other people. The usability

is increased since the User does not have to select a certain Printer at the time when the print job is

initiated. He or she can select an available suitable Printer when he or she wants to pick up the printouts.

Table B-28: Pull Printing/"Follow Me" Print Functionality

Pull Printing/"Follow Me" Print Functionality Supplier Client

1. Order the Service per site for all or selected Printing Devices and MFPs. S R, A

2. Provide Hardware (Printing Device/MFP Hardware) and Software for the Service. R, A


3.7.10. MPS Special Support Services

Special MPS Support Services are the activities associated with special Installation/Deployment,

maintenance, support, Break/Fix, Software and other technical training, upgrades, and so on for the

following:

a. Special Support Services for special-purpose Printers.

b. Periodic events (such as annual and interim meetings, Board meetings or other special

events).

3.8. Workforce Collaboration, Communication and Productivity Tool

Management Services Roles and Responsibilities

3.8.1. Software as a Service (SaaS) Support Services

For all of the workplace collaboration, communication and productivity SaaS applications in scope, the

Supplier will coordinate with appropriate Client-designated Third Parties and support Client's internal

Services for the executing operation, issue Resolution, Service continuity, monitoring, reporting,

upgrades and changes to environment. As part of these Services, the Supplier will fulfill the roles and

responsibilities associated with monitoring, reporting and reviewing identified in the following table.


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Table B-28: SaaS Support Roles and Responsibilities

SaaS Support Roles and Responsibilities Supplier Client

1. Coordinate with Client and/or Third-Party security Services Supplier for

monitoring the security and vulnerability of all in-scope SaaS applications. R, A I

2. Coordinate with Client and/or Third-Party Application Management Services

(AMS) Supplier for provisioning of User IDs, as approved by Client. R, A I

3. Coordinate on behalf of Client with SaaS OEMs to manage SaaS solution

upgrades, patches and scheduled maintenance, as per Client's Change

Management Policies and guidelines.

R, A

4. Provide direction on SLAs and contractual obligations to be tracked and

monitored with the SaaS OEMs. I R, A

5. Coordinate with SaaS OEMs on key performance indicators (KPIs) dashboard

and reporting, as directed by Client. R, A

6. Support and coordinate with Client's SaaS OEMs to Resolve issues/tickets

related to SaaS applications. R, A

7. Provide analytics and reports on SaaS usage, performance thresholds and

scalability for SaaS solutions. R, A

8. Manage Contract, performance, and relationship with the SaaS OEMs. S R, A

9. Support Client and/or appointed Third Party to conduct audit on SaaS

solutions as directed by Client. R, A

10. Support and coordinate with Client for activities-related business continuity

and data backup/recovery as directed by Client. R, A

11. Provide knowledge transfer to Client or any appointed Third Party with the

activities that Supplier is responsible for. R, A

12. Support scalability requirements by coordinating with the SaaS OEMs as

directed by Client. R, A

13. Engage with the SaaS OEMs to execute any contractual changes. S R, A


3.8.2. Troubleshoot and Resolution Services

The Supplier will provide Level 1 and Level 2 support and will coordinate support with Client's Third

Party Supplier(s) for Level 3 support.. As part of these Services, the Supplier will fulfill the roles and

responsibilities associated with troubleshooting and Resolution identified in the following table.

Table B-28: Troubleshoot and Resolution Roles and Responsibilities

Troubleshoot and Resolution Roles and Responsibilities Supplier Client

1. Provide documentation that clearly identifies the methodology for

treatment of the critical business processes and the assignment of

Severity 1 and Severity 2 Incidents.

R, A C, I

2. Perform diagnosis of all functional and technical Incidents. R, A

3. Perform Root Cause Analysis for all Severity 1 and 2 Incidents, or as

otherwise requested by Client. R, A

4. Perform Root Cause Analysis for Severity 3 and 4 Incidents when

requested by Client and/or when deemed required by Problem

Management.

R, A


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Troubleshoot and Resolution Roles and Responsibilities Supplier Client

5. Perform Problem Management and escalation in accordance with the

Client Problem Management process. R, A

6. Escalate to Level 2 Third-Party Supplier if required. R, A

7. Monitor Third-Party Suppliers for patch/fix/updates and escalate if

required. R, A

8. Perform corrective and emergency maintenance. R, A

9. Perform adaptive maintenance. R, A

10. Document and promptly notify Client and Third-Party Suppliers of

any emergency changes. R, A

11. Resolve, perform unit testing and functional testing, and support

Client's and Third-Party Supplier's User acceptance testing as

applicable, and apply desired Resolution for activities specific to

Level 2 and Level 3.

R, A

12. Provide automated regression testing scripts for activities specific to

adaptive maintenance. R, A

13. Maintain and update automated regression testing scripts. R, A

14. Maintain and update User test scenarios/test cases. R, A

15. Conduct User acceptance testing as required. R, A S

16. Support User acceptance testing. R, A S

17. Where applicable, validate the installation of the solution into the

production environment. Validation activities include executing

functionality delivered within production environment and confirming

that results meet agreed-upon acceptance criteria.

R, A

18. Review and approve successful installation of the solution into the

production environment as required. S R, A

19. Follow Client's Change Management Process for introducing change

into the production environment. R, A


3.8.3. Application Administration Services

As part of Applications System Administration Services, the Supplier is expected to fulfill the Roles and

Responsibilities for Client's production versions of the Systems identified in the following table and

located at the infrastructure and operations Supplier's premises.

Table B-28: Application Administration Roles and Responsibilities

Application Administration Roles and Responsibilities Supplier Client

1. Maintain Application startup profiles. R, A

2. Monitor the Applications for Problems and error logs. R, A

3. Stop and start Applications. R, A

4. Schedule system housekeeping jobs for system maintenance. R, A


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5. Provide schedule of system housekeeping jobs for system

maintenance. R, A

6. Complete daily system checklist. R, A

7. Provide development and configuration support for migration between

environments using standard tools. R, A

8. Release and migrate development and configuration files into

production environments using standard tools. R, A

9. Approve release to production. S R, A

10. Confirm successful migration by providing migration logs. R, A

11. Review logs and confirm successful migration. R, A

12. Recommend appropriate method to migrate objects. R, A

13. Review and approve recommendations for migrating objects. S R, A

14. Analyze the System Performance at the Application System levels. R, A

15. Provide Application Performance targets. S R, A

16. Compare Application Performance and trends against Client's targets. R, A

17. Identify and perform first-level analysis of the application

performance Problems. R, A

18. Provide solution for Application Performance Problems. R, A

19. Approve identified solution for Application Performance Problems. S R, A

20. Perform System configuration maintenance as required. R, A

21. Report Application Performance. R, A

22. Provide guidance and recommendations on changes to baseline

versions in support of corrective and emergency maintenance and

preventative maintenance.

R, A

23. Provide decisions and approval on recommendations for changes to

baseline versions. S R, A

24. Provide all Software upgrades/patches/fixes and other change requests

as agreed by Client and as documented for corrective and emergency

maintenance and adaptive maintenance.

R, A

25. Apply all Software upgrades/patches/fixes and other change requests

as agreed by Client and as documented for corrective and emergency

maintenance and adaptive maintenance.

R, A

26. Maintain Application Performance and capacity to meet all Service

Level requirements. R, A

27. Provide Resolution to capacity issues in accordance with Client's

approvals. R, A

28. Provide Client with reports on capacity when system is nearing

capacity limits and propose Resolution. R, A

29. Conduct testing prior to User acceptance testing. R, A


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30. Conduct User acceptance testing for Software patches prior to these

patches being promoted to the production environment by Supplier. S R, A

31. Provide guidance and scripts related to tuning specific components

related to the applications. R, A

32. Tune specific components related to the Applications as provided. R, A

33. Authorize the migration of objects. S R, A


3.8.4. Technical and User Support Services

The Supplier will provide Technical Support Services and all activities associated with expert technical

assistance required for the tuning of applications and utilities for optimal system performance and will

provide Level 2 technical assistance for the MWS and in support of Client's Users and ICT professionals.

As part of these Services, the Supplier will fulfill the roles and responsibilities associated with Technical

and User Support identified in the following table.

Table B-28: Technical and User Support Roles and Responsibilities

Technical and User Support Roles and Responsibilities Supplier Client

1. Recommend maintenance and repair Policies and Procedures. R, A

2. Approve maintenance and repair Policies and Procedures as applicable. S R, A

3. Develop and maintain an application maintenance plan. R, A

4. Review and approve application maintenance plan, including any and all

revisions to the plan (e.g., committed and proposed work schedules). S R, A

5. Execute application maintenance plan for all categories of maintenance

Services (e.g., corrective and emergency maintenance, preventative

maintenance, adaptive maintenance, and perfective maintenance) as described

above.

R, A

6. Provide technical and functional support for in-scope applications. R, A

7. Perform diagnostics on Software and Services. R, A

8. Perform routine system management on applications and middleware as

required. R, A

9. Recommend DBMS and middleware tuning changes. R, A

10. Provide release packaging of Software changes. R, A

11. Approve release packaging of Software changes and DBMS changes. S R, A

12. Assist the MWS with coordination of User support activities. R, A

13. Respond to escalated ticket items in accordance with established Procedures. R, A

14. Follow Client's Change Management Procedures associated with maintenance

and support. R, A

15. Respond to ad hoc Client information requests. R, A

16. Support the communications process via the MWS as it relates to the System

AMS Services environment. R, A



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3.9. Cross-Functional Services

The Supplier will implement necessary process, tools, methodologies and support to client in achieving

the following cross-functional objectives.

Table B-29: Technical and User Support Roles and Responsibilities

Cross-Functional Services Supplier Client

1. Create roadmap for improvement of operational efficiency, and

present the initiatives, roadmap, target outcome and plan, along with

constraints, dependencies and risks associated with it.

R, A S, C

2. Implement framework for ideation process to drive innovation and

demonstrate at least one idea that was implemented along with the

value realized.

R, A S

3. Showcase emerging best practices related to workplace management

and demonstrate by giving at least one case study every six months

that can significantly improve client's efficiency, experience,

productivity or cycle time.

R, A S

4. Provide senior management commitment for governance meetings

and ensure availability of key members during various governance

meetings, as required by Governance plan.

S R, A

5. Provide project management Services to various new changes and

transformational initiatives. R, A S

6. Conduct and participate in Customer Satisfaction (CSAT) Surveys

from time to time and drive improvement actions. R, A S

7. Generate regular, ad hoc and management reports with trend analysis,

as required by Client for the Services mentioned in this SoW. RA I


3.10. Service Management

3.10.1. Objectives

This section covers the Service-desk-specific Service levels. It also identifies the Contract articles and

attachments related to the SoW that are used to manage the relationship between the Client and the

Supplier.

The Supplier shall provide written reports to the Client regarding compliance with the SLRs specified in

this SOW.

3.10.2. Definitions

Attachment B1 provides a list of terms that apply to this SoW and the following SLRs.

3.10.3. Service-Level Requirements (SLRs)

This section is designed to enable clients to identify the level of Service required. In all cases the number

of measures should be kept to a minimum. All measures that are part of the behavior drivers or penalties


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in the form of fee reductions should be identified, and each measure should have the correct designation

of included or not included as part of the behavior drivers.

Although most ICT Service levels are technology-centric, it is important for the Client to develop

business-based SLAs which are part of the outsourcing deal.

The following minimum Service levels are required at the end of the Transition Period. Supplier must

meet or exceed the following SLRs. SLRs associated with fee reductions are detailed in Schedule [X]

([Schedule Title]). All times referenced are in Local Time.

Table B-29: SLR Class and Standard Operating Hours

Service Measure

Class

Type of

Operating

Hours

Definition of Operating Hours

Business Hours Standard For now, these hours are defined for the Client headquarters in Songdo/South Korea,

They are ten hours in duration, 8:00 a.m. to 19:00 p.m., local time (KST), Monday

through Friday

Non-Business

Hours

Non-standard Services outside standard hours need to be requested at least 3 days in advance and

are costed separately.

Table B-30: End-User Devices Incident Management SLRs

Definition The time elapsed from the initiation of the MWS Incident until Service is restored, using

either a workaround or a permanent solution. This SLR relates only to

Desktops/Laptops/Tablets/Handheld Devices used in distribution and manufacturing.

These SLRs are in addition to the SLRs for MWS Incident Resolution set forth in this

document. Performance of one set of these SLRs does not relieve the Supplier from its

obligation to meet the other set of SLRs.

Incident Resolution

Incident Resolution Service Measure Performance Target SLR Performance %

1. Response Time Elapsed time from the

time the Incident is

escalated from the Help

Desk to the time the

Incident is responded to

by the Supplier

Severity 1: Within 15

minutes (30 minutes)


hours (5 hours)


hours (9 hours)

Severity 4: Within 2 days

(3 days)

95% (100%)

2. Resolution time Elapsed time from the

time the Incident is

escalated from the Help

Desk to the time the

Incident is resolved

Severity 1: Within one

day (2 days)


(3 days)


(4 days)

95% (100%)


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(5 days)

3. Root Cause Analysis Elapsed time from the

Incident of Severity 1

category closed

Within five working days 90% within five days

(100% within 15 days)

Formula Number of instances within Performance Target

÷ Total number of instances during Measurement

Interval = "Percent (%) Attained"

Measurement interval Measure monthly

Reporting period Report monthly

Measurement method TBD

Table B-31: Software Installation Service Request SLR

Software Installation

Request Service Measure Performance Target SLR Performance %

1. Application installation

(shrink-wrap)

Elapsed time to Deploy Two business days (one to

10 requests daily)

Three business days >10

daily

95% (100% within three

days)

2. Desktop/laptop

operating system

(Service packs and

noncritical security

patches)

Elapsed time to Deploy One business day (one to 10

requests daily)

Two business days (10+

requests daily)

95% (100% within two

days)

3. Desktop/laptop

operating system

upgrades

Elapsed time to Deploy As per agreed schedule 95%

4. Core Software Elapsed time to Upgrade As per agreed schedule 95.0%

5. Service/security patches

and antivirus updates

Elapsed time to update to

target population for each

Deployment

Measured from approval for

deployment by Client to

successful deployment for

End Users who connect to

the Network during the

specified time frame

≤1 calendar day 99% of target population

updated within one calendar

day (100% within two days)

Formula Number of instances within Performance Target ÷ Total

number of instances during Measurement Interval = "Percent

(%) Attained"

Measurement interval Service/Security Patches and Antivirus Updates: Measure

daily

All other measures: Measure monthly


Measurement method To be completed on Contract negotiation


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Table B-32: Install, Moves, Adds, Changes, Deletes — End-User Devices

Definition Defined as an Installation, Move, Add, Change or Delete of any Hardware or

Software included within the scope of Distributed Computing and Desktop

Services.

Installs, Moves, Adds, Changes, and Deletes


1. Replacement/Urgent

request

Elapsed time to Deploy Two days 95% (100% within three

days)

2. 1—10 in a single request Elapsed time to Deploy Within three days of

request - or as agreed

with requesting end-user

95% (100% within four

days)

3. More than 10 in a single

request

Date and time scheduled As agreed upon case-by-

case

95%

Formula Number of instances within Performance Target ÷

Total number of instances during Measurement

Interval = "Percent (%) Attained"




Table B-33: Physical Equipment Moves — End-User Devices

Definition Defined as a physical move of existing End-User Devices within the scope of

Distributed Computing and Desktop Services, with no changes in configuration.

Physical Equipment Moves


1. Urgent request Elapsed Time to

Complete Move

Two days 98% (100% within three

days)

2. One to 10 in a single

request

Elapsed Time to Deploy Within three days of

request - or as agreed with

requesting user

98% (100% within four

days)

3. More than 10 in a

single request

Date and Time Scheduled As agreed upon case-by-

case

95%

Formula Number of instances within Performance Target ÷

Total number of instances during Measurement Interval

= "Percent (%) Attained"





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Table B-34: Backup and Restoration — End-User Devices

Definition Creation of a copy of the existing files/data elsewhere on a different storage equipment

and retrieving and restoring them back in the event of data or file corruption and/or loss

due to malfunction or loss of Device.

File Backup and Restoration


1. Backup Successful backup of files

from Devices.

As per the backup policy 95% within specified period

(100% within one week)

2. Restore Elapsed Time to Deploy Within three days of request 98% (100% within 15 days)

Table B-36: Ad Hoc Requests

Definition Defined as response to ad hoc requests for spares or replacements of Devices,

components or peripherals that are not part of IMACD Services.

Ad Hoc Requests


1. Replacement Device for

inoperable distributed

computing Device

Elapsed Time to Deploy For requests made by 3:00

p.m., two days

95% (100% within three

days)

2. Other replacement

requests not involving an

inoperable distributed

computing Device

Elapsed Time to Deploy Two business days (One to

10 requests daily)

Three business days (10+

requests daily)

Or as agreed with requesting

end-user

95% (100% within five

business days)

Formula Number of instances within Performance Target ÷ Total

number of instances during Measurement Interval = "Percent

(%) Attained"




Reports

Supplier shall provide written reports to the Client regarding their compliance with the SLRs in addition

to the reports specified in this Section.

The technical proposal should also show how the Supplier will be able to:


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Page | 65 of 71

1.1. Establish an ICT Network Infrastructure for the Client at its headquarters in Songdo/South

Korea with such enhancement capabilities as specified in the requirements of the SoW (Annex

1).

1.2. Establish Managed Network Services such as:

a) Management Services

xi. Routine Network Maintenance

xii. ICT Resource Management

xiii. Backup Management

xiv. System Failure Management

xv. Risk Management

xvi. Security Management

b) Administration and Operation

a) Back Office Administration and Support

b) Cloud Computing

c) Network Infrastructure

d) IT Capacity planning and right sizing

1.3. Implement emerging global network service categories, such as:

a) WAN transport services

Those services used to form hybrid WANs and underpin managed software-defined WAN

(SD-WAN) 5services — These include MPLS, Ethernet services and internet services,

including dedicated internet access (DIA), broadband and cellular.

b) Carrier-based cloud interconnect This refers to direct MPLS, internet and/or Ethernet connections to leading providers of cloud

services, including infrastructure as a service (IaaS), platform as a service (PaaS) and software

as a Service (SaaS). These services improve the performance, availability and security of

connectivity to critical cloud services, compared with generic public internet access. The

option to insert network functions, such as firewalling and WAN optimization (which are

often virtualized), into these connections is increasingly common.

c) Managed software-defined WAN (SD-WAN) services

SDWAN improves WAN agility by allowing easier and faster deployment of new sites,

flexibility in the link types used, and simplified addition of new applications to the network.

In addition, SDWAN services typically provide significantly enhanced levels of application

visibility compared to traditional managed router services.

d) Network on-demand services Network on-demand services from NSPs enable enterprises to make real-time changes to

access/port bandwidth, change the WAN service types delivered over a network port and, in

some cases, even add and remove endpoints, such as connections to cloud providers all under

software control. They are controlled by the enterprise, via the provider’s web portal or APIs.

e) Network function virtualization (NFV) services

This functionality is the replacement for purpose-built hardware devices, such as routers,

security devices or WAN optimizers, with software running on industry-standard hardware

equipment It can be run in virtual customer premises equipment (vCPE), which consists of


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Page | 66 of 71

on-site x86-based servers, supporting multiple virtualized network functions. Alternatively,

some functions can run NFV service nodes, located in the provider’s network; although, in

this case, some form of on-premises device will still be needed. NFV allows network

functions to be activated on demand and consumed on an “as a service” basis, seeking to

improve both the agility and cost-effectiveness of the enterprise WAN.

f) vCPE vCPE employs the use of industry-standard, x86-based servers, rather than function-specific

appliances, at enterprise premises to deliver enterprise network edge functions, such as WAN

edge routers, including SD-WAN, WAN optimization controllers (WOCs), and security

functions such as firewalls

4. Data Protection

As part of the SoW, the Supplier acknowledges that it will have access to certain of the Client’s computer

and communications systems and networks for the purposes set forth in the Service Agreement. The

Supplier will not store, copy, analyze, monitor or otherwise use any data made available or accessible to

the Supplier, its employees, agents or subcontractors, pertaining to the Client’s business or financial

affairs, or to the Client’s projects, transactions, business partners or stakeholders, except for the purposes

set forth in the Agreement for the benefit of Client. The Supplier and its employees will comply fully with

the Korean Personal Information Protection Act (PIPA) and all applicable laws, regulations, and

government orders relating to personally identifiable information (“PII”) and data privacy with respect to

any such data that Supplier receive or has access to under the Agreement or in connection with the

performance of any services for the Supplier. The Supplier will otherwise protect PII and will not use,

disclose, or transfer across borders such PII except as necessary to perform under the Agreement or as

authorized by the Client or in accordance with applicable law. To the extent that the Supplier receive PII

related to the performance of the Agreement, the Supplier will protect the privacy and legal rights of

Client’s personnel, business partners and stakeholders.”

By responding to this RFP, Suppliers acknowledge the acceptance of the Data Protection requirements of

the Client.

5. Subject Matter Experts

The Supplier(s) will start with an initial baseline level of services for the MWS and will over time

enhance and improve the services. In order to support the continuous enhancement and improvement of

the services, the Supplier(s) and Client will require on-demand subject matter experts to be able to design,

manage and implement such improvements and associated processes. The Supplier will need to allocate

more long-term subject matters who will deliver these improved services.

For these purposes, the Supplier(s) should fill in skill table(s) in the Technical Proposal (Annex 3) and in

the skill rate table(s) in the Financial Proposal (Annex 4) with applicable rates for the Lot A and Lot B

specific subject matter expert categories.


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6. Referenced SoW Attachments

6.1. Attachment B1 — Definitions and Acronyms

Common Term Definition

ADMINISTRATIVE

FUNCTIONS

Routine functions, such as setting up user IDs, changing authorization tables,

changing account codes and similar functions handled by the Supplier.

AVAILABILITY OF

SUPPORT STAFF

Refers to the schedule for which the Service Supplier will have staff available to

respond to Service requests or Tier 2 MWS calls.

BREAK/FIX An End-User request placed because of a Software or Hardware problem

encountered in accessing or operating IT resources where support Services are

required to resolve the problem.

INCIDENT

RESOLUTION TIME

The time elapsed from the initiation of the trouble ticket until Service is restored.

LOCAL TIME The standard time at the locations where Services are provided, adjusted for

Daylight Saving Time (summertime), where it applies.

PERFORMANCE

TARGET

The desired level of Service the Client is seeking for that particular Service-level

requirement.

PRIORITY LEVELS "Priority levels" (or severity levels) are defined categories that identify the

degree of business-criticality and importance to the Client (the "business

impact") of specific Incidents, and the associated Supplier response requirements

attributed to any such Incident. The following priority level table categories and

descriptions apply to all Services:

Priority Level 1 —

Emergency/Urgent

Critical Business Impact

The problem has caused a complete and immediate

work stoppage affecting a primary business process

or a broad group of users such as an entire

department, floor, branch, line of business or

external customer. No workaround is available.

Examples:

• An inability to conduct electronic business

transition

• No access to the internet and email

• A major network outage where there is no

workaround available

• A security violation (such as denial of Service

or port scanning)

Priority Level 2 — High

Major Business Impact

A business process is affected in such a way that

business functions are severely degraded, or

multiple users or a key customer is affected. A

workaround may be available but is not easily

sustainable. Example:

• A major network link outage where there is an

alternative, but that alternative is not

sustainable


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Page | 68 of 71

Priority Level 3 —

Medium

Moderate Business

Impact

A business process is affected in such a way that

certain functions are unavailable to end users, or a

system and/or Service is degraded. A workaround

may be available. Example:

• Telecommunication problem (such as excessive

network latency)

Priority Level 4 — Low

Minimal Business Impact

An Incident that has little impact on normal

business processes and can be handled on a

scheduled basis. A workaround is available.

Examples:

• User requests (e.g., a system enhancement)

• Peripheral problems (e.g., with a network

Printer)

• Preventive maintenance

Acronym Definition

BYOD Bring your own device

COTS Commercial off-the-shelf

IM Instant messaging

IMAC Install, move, add, change

KPI Key performance indicator

MRR Monthly recurring cost

MTBF Mean time before failure

MTTR Mean time to repair

NRC Nonrecurring cost

OEM Original equipment manufacturer

RM Relationship manager

SLA Service-level agreement

SLR Service-level requirement

SOW Statement of work

SPOC Single point of contact

T&M Time and materials

TR Technology refresh


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UPS Uninterruptible power supply

YTD Year to date

6.2. Attachment B2 - ICT Standards - Supported Hardware, Software and

Tools

1. Hardware Standards

1.a) End-user Equipment

Item / Function Manufacturer Supplier(s)

Portable Computer (Laptop)

Lenovo X1 Yoga 3rd Gen, 14” FHD

IPS Touch, Intel i7 (8th Gen), 16GB

DDR3 RAM, 512 GB SSD, SIM Card

slot Qualcomm Snapdragon X7.

ISCT, Gownet

Port Replicator ThinkPad USB-C Dock (40A90090US)

ISCT, Gownet

Monitors(flat screen[1]) Lenovo ThinkVision X24-20, Input

DP and/or HDMI ISCT, Gownet

Desk phone (compatible with

Skype for Business) Polycom VVX501 ISCT (Hyundai)

Mobile Phone (Korean

network)

1) Apple iPhone or iPhone+, 128-

256GB2) Galaxy S or Note 64-

128GB

KT

Workgroup multi-functional

printers Hewlett Packard Laser M880 ISCT, Gownet

1.b) ICT Infrastructure


PBX Telephony CISCO, Microsoft ISCT

Firewall CISCO

Routers and switches CISCO ISCT

Wireless Access Points CISCO ISCT

https://kb.gcfund.org/hc/en-us/articles/360012738014-ICT-Standards#_ftn1


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Servers HP ISCT

NAS Synology ISCT

QoS BlueCoat ISCT

VPN Fortinet ISCT

Backup Tape Library Quantum ISCT

2. Software Standards

2.a) End-user Applications


Operating System Microsoft Windows 10 Pro

(English, 64 bits) BuySoft

Office Productivity Software Microsoft Office 365 BuySoft

Desktop anti-virus Kaspersky Endpoint Security for

Windows BuySoft

PDF Reader Adobe Acrobat BuySoft

Video Collaboration & Instant

Messaging Microsoft Skype for Business,

Microsoft Teams, and BlueJeans

ISCT

West (KR)

Electronic Information Storage

(Cloud-based storage) Microsoft OneDrive BuySoft

Document management system Microsoft SharePoint Online BuySoft

2.b) Business Applications, Platforms and Tools


HR Management System GCF Interact SAP SuccessFactors

Performance Management

Software System Clear Review Clear Review

Video Interviewing Software Sonru Sonru

Financial Management Software FACT FACT Software

Procurement Management

System Ariba SAP Ariba


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Travel and Expense Management

System Concur SAP Concur

Web Content Management

System Liferay Liferay Inc.

Correspondent Management

System Microsoft Dynamics Microsoft

Electronic Signature DocuSign DocuSign

PDF creator Adobe Acrobat Pro Buysoft

Survey Software Survey Monkey, Poll Everywhere,

Survey Gizmo

Data Visualization Tableau Tableau Software

Graphic Design Software Adobe Cloud All Apps BuySoft

IT Service Management ServiceNow ServiceNow (Volteo)

IT Knowledge Management ServiceNow ServiceNow (Volteo)

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