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Home My WebLink AboutContract 49853 CITY SECRETARY CONTRACT NO. GT TECHNOLOGY SOLUTIONS Managed Services Statement of Work By and Between GTS Technology Solutions 9211 Waterford Centre Blvd. Ste. 125 Austin, TX, 78758 And City of Fort Worth 275 W. 13th St. Fort Worth, TX 76102 Phone: (817) 392-8955 Submission Date: 07/17/2017 Valid for thirty(30)days from submission date FT.� ORT H,TX GTS TECHNOLOGY SOLUTIONS CONTENTS Executivesummary........................................................................................................................................................3 Background................................................................................................................................................................3 Servicesoverview......................................................................................................................................................3 Statementof work.........................................................................................................................................................3 MDCBreak fix Manage services ................................................................................................................................3 IncidentManagement...............................................................................................................................................4 Reporting...................................................................................................................................................................4 On-Boarding...............................................................................................................................................................5 Project exclusions/out of scope activities................................................................................................................5 Assumptions..................................................................................................................................................................6 General Project Assumptions....................................................................................................................................6 TechnicalAssumptions..............................................................................................................................................6 StandardAssumptions...............................................................................................................................................7 Feesand Expenses.........................................................................................................................................................8 ManagedServices Pricing..........................................................................................................................................8 AnnualPricing................................................................................................................................................................8 Rightto audit.................................................................................................................................................................9 Texas Government Code Chapter 2270.........................................................................................................................9 Terms and Conditions—Accordance with DIR-TSO-3655............................................................................................10 Authorizationand Acceptance....................................................................................................................................10 Page 2 GTS TECMhQLUGi SOLUTiQNS ,1XILU'TIVE SUMMARY BACKGROUND City of Fort Worth is seeking break fix support services for Dell Rugged devices and in car peripherals. SERVICES OVERVIEW City of Fort Worth("Customer")hereby engages GTS Technology Solutions("GTS")to perform the services specified herein(the"Services"). This agreement defines the Managed Service provided by GTS. The term of this agreement is for five(5)years. STATEMENT OF WORK MDC BREAK FIX MANAGE SERVICES The following details the break fix managed services offering.GTS will support mobile computing hardware for 1,251 fleet vehicles.Service requests will be acknowledged by technician within four(4)hours.Onsite SLA of next business day. 1. Onsite Support for Break-Fix Services for the following hardware: a. Dell Rugged Laptop b. Havis Vehicle Docking Station c. Cradlepoint Router d. Multi-Band External Antenna 2. Provide Parts,Warehousing and Inventory Reporting for Spare Parts Locker a. Provide local facility for receiving and storing parts b. Provide inventory reports as requested to City of Fort Worth c. Deliver equipment to correct location based ticket information. d. Install/repair services will be performed in conjunction with delivery. e. Secure acceptance documentation. 3. Provide the City of Fort Worth with an email address for routing and submission of tickets a. City of Fort Worth will take first call and assign to GTS if issue is believed to be hardware related b. Tickets will be generated through email notifications c. Dedicated phone number for ticket status will be available 4. Management of Hardware Repairs and Warranty Claims a. GTS will track and assign tickets via the GTS ticketing system b. GTS will provide ticket resolution/close out detail C. Customer portal will be available for ticket status updates d. GTS technicians will provide all required tools for proposed support e. GTS Technician will be assigned to the City of Fort Worth for this engagement Page 3 GTS TECHNOLOGY SOLU7+ONS INCIDENT MANAGEMENT GTS will provide a centralized incident management system to track all issues and service requests which will be submitted through email.GTS will provide a Customer portal for reviewing tickets status as well as reporting data. REPORTING This section summarized the reporting GTS will provide on a monthly basis. These reports are as follows: 1. Monthly Incidents and Service Requests a. Report will be generated every month for Incidents and Service Requests submitted by the customer and closed by GTS technicians 2. Number of Tickets Acknowledged Per the Agreed Upon SW a. Report will be generated every month containing number of tickets that were acknowledged within four(4)hours or tickets that exceeded the SLA 3. Incident Frequency and Trends a. Reports will be provided detailing recurring issues and common resolutions based on issue frequencies Page 4 CTS ILCMMouxr wwnows ON-BOARDING The process for on-boarding will be as follows: 1. First Month a. Setup dedicated email ticket flow b. Training of teams according to customer environment 2. Second Month a. Start taking calls and supporting customer environment b. Service Level Agreements start PROJECT EXCLUSIONS / OUT OF SCOPE ACTIVITIES 1. Software Support 2. Any project based work not specifically mentioned in this SOW Page 5 GTS TECHNOLOGY SOLUTIONS kis .S" .�k�uTrvta:'.'a S.,._# �^aarca➢,2`'`.... ',,. In order to manage a customer's environment certain assumptions,need to be made.Based on our current knowledge,the engagement assumptions are identified in the following sections:"Project Assumptions", "Technical Assumptions"and"Standard Assumptions". If an assumption is invalidated at a later date,then the activities and estimates in the engagement plan should be adjusted accordingly. GENERAL PROJECT ASSUMPTIONS D Customer will appoint a project sponsor to be the main point of contact for this services agreement. D The appointed project sponsor will have decision-making authority over all aspects of the project, including facilitating commitment of Customer resources and employees,decisions regarding scope management,and issue or conflict resolution. D Customer will provide network connectivity and Internet access to GTS as needed. D Customer will provide elevated network and system credentials. D Any service,process,product or procedure that is not explicitly and clearly stated in this"Statement of Work"is outside the scope of work. D This SOW is based on discussions with the Customer and does not take into account any changes to the environment made by the customer or any third parties since its writing. If a significant change has occurred in this period,a change order may be required to account for these changes. TECHNICAL ASSUMPTIONS D All work will be performed during normal business hours. However,support can be provided for special events with notice ahead of time. GTS will provide a Service Manager with oversight of the services agreement. D Customer to provide access to all relevant facilities and systems. Page 6 GTS .E�. 0,"Y bO I.OW, STANDARD ASSUMPTIONS Standard Software Assumptions D Software specifications are not included in this SOW. Unless specifically addressed in this SOW,it is assumed that all software required to complete the Services will be in place prior to the start of Services. GTS may,at its discretion,provide any additional software not already in use. D The GTS representative will have access to all software required to perform the Services specified in this SOW. D Pursuant to software required for the completion of Services,it is assumed that all original product documentation will be available prior to the start of Services. D The GTS representative will have access to the necessary passwords,including root access,to all systems required to successfully complete the Services. Standard Personnel Assumptions D Any personnel designated for skills transfer will be available on the schedule agreed upon between Customer and GTS during the engagement. D The Services shall be performed in a skilled and workmanlike manner.GTS shall assign only those employees or subcontractors who have the requisite experience,knowledge,training,and capability to provide the Services hereunder.If at any time Customer determines that an assigned individual can no longer contribute toward the successful completion of the Services,Customer may request GTS to immediately dismiss the individual from performing the Services and to supply a replacement with equal or better credentials within a reasonable time period. D Continuously,without interruption,while on Customer premises,GTS and its personnel shall observe Customer rules and regulations with respect to conduct,health and safety and protection of persons and property. Page 7 CTS TECHNOLOGY SOLUTIONS FEES AND EXPENSES MANAGED SERVICES PRICING This SOW is prepared as an Annual Managed Services Offering Annual pricing. This pricing is based on a five (5)year agreement. Annual Pricing Service ' Milestone Ramp Fleet Break Fix Fleet Break Fix Services Services --........ -—_ ............ ...........................................................;.............................. _.-........_.................._........................... ....................... ._........_........._... _...__.._...... Fleet Break Fix Stage 1 $12,157.73 Services ...... :........................_....._.................................._..._.......................... _....__. ............. ..—.._.__._. ----_ Fleet Break Fix 2 Stage ices $24,315.47 services — ---.-.----.................._........._._..._.....---.............___'.._.............._....__....__...._---_-..........-. ...................................................... Fleet Break Fix 1Stage 3 $36,473.20 Services i _.._.-...__.._...- .._.... ._____..._...................._..............................i--..._............__.............................................................. __.....................................................---_�. _........................ - - -. .. Fleet Break Fix f Stage 4 $48,630.93 $121,577.33 Services -_. ._—__.........................................._........................._._..........................._............................._........---............................_............._..............................................__.. .—- .........._------------------------ i Service Units Annual Price Per Year Extended Price for 2-5 Years Fleet Break Fix Services 1,251 $194,523.75 $778,095.00 —_.._...._......................._._. .........._...._......................................_......_...............,............................_........._...........................---...__._ ............................................................................._....._..__4.._....................._................_...-- Total5-yearcost ' $889,672.33 _._....._..._...._.....__............_......................_......_..._....._..._.._.... ..................._...---.....................__............._...........__...... --._.... -.__...._......._........................_.—.- Notes: Page 8 GTS TECHNOLOGY SOLUTIONS RIGHT TO AUDIT Consultant agrees that the City shall, until the expiration of three(3)years after final payment under this Agreement,have access to and the right to examine at reasonable times any directly pertinent books,documents, papers and records of the Consultant involving transactions relating to this Agreement at no additional cost to the City. Consultant agrees that the City shall have access during normal working hours to all necessary Consultant facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this section. The City shall give Consultant not less than 10 days written notice of any intended audits. Consultant further agrees to include in all its subcontractor agreements hereunder a provision to the effect that the subcontractor agrees that the City shall,until expiration of three(3)years after final payment of the subcontract, have access to and the right to examine at reasonable times any directly pertinent books,documents, papers and records of such subcontractor involving transactions related to the subcontract,and further that City shall have access during normal working hours to all subcontractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this paragraph. City shall give subcontractor not less than 10 days written notice of any intended audits. Contractor acknowledges that in accordance with Chapter 2270 of the Texas Government Code,the City is prohibited from entering into a contract with a company for goods or services unless the contract contains a written verification from the company that it:(1)does not boycott Israel;and(2)will not boycott Israel during the term of the contract. The terms"boycott Israel"and"company"shall have the meanings ascribed to those terms in Section 808.001 of the Texas Government Code. By signing this contract,Contractor certifies that Contractor's signature provides written verification to the City that Contractor:(1)does not boycott Israel;and(2)will not boycott Israel during the term of the contract. Page 9 GTS TECHNOLOGY SOLUTIONS TERMS AND CONDITIONS — ACCORDANCE ' The terms and conditions of this SOW shall be governed by the terms and conditions set forth in Appendix A of DIR-TSO-3655,which can be accessed via the following link: httr)://Publish ingext.d i r.texas.gov/portal/internal/contracts-and-services/Contracts/DIR-TSO- 3655%20ADoendix%20A%20Standard%20Terms%20and%20Conditions.Pdf AUTHORIZATION AND ACCEPTANCE By signing below,both GTS and the Customer agree to the Terms and Conditions of this SOW. G Technolo lutions City of Fort Worth Signature: V Signature: / f Name: GDt i' � l�t—� Name: gnaws alsei! r' Assistant Citi Nanagor Title: ��C Gt t U l� V � Title: Date: G Z �7—y Date: O I U I ao Y O S F� *A)Po ecutI., b �/ POP,R A ' ` ' ° wq*p e submit n en Hers e ova s-ts.com. AI#u J. era TO Sege 9s•............• y r OFFICIAL NOWD CITY SECRETARY FT.WORTH,TX GTS Technology Solutions,Managed Services SOW Contract Compliance Manager: By signing I acknowledge that I am the person responsible for the monitoring and administration of this contract, including ensuring all performance and reporting requirements. v fl Steve Strei fert Assistant Director,IT Solutions Department