Parkland Hospital Data Center and IT Services RFP

RFP #7387

EXHIBIT C

SCOPE/SOW/REQUIREMENTS

Data Center and IT Services Solution

Parkland Health & Hospital System Data Center and IT Services Solution RFP-7387

Page 2 of 76

Contents

1.0 General Information 4

Data Center Overview and Service Objectives 4

1.1 Data Center Services Overview 4 1.2 Service Objectives – Score Total Points = 30 4

Service Environment 7

1.3 Scope of the Infrastructure Being Supported 7 1.3.1 Hardware and Software 7 1.3.2 Service Locations 7 1.3.3 Personnel 8 1.3.4 Agreements and Licenses 8 1.3.5 Work In Progress 8 1.3.6 Future Initiatives 8

1.4 Baseline Information 9

Data Center Service Requirements 9

1.5 Service Descriptions & Roles & Responsibilities Score Total Points = 20 9 1.5.1 General Responsibilities 9 1.5.2 Data Center Computing Services 10

1.6 Exclusions 17 1.7 Service-Specific Milestones Score Total Points = 5 18

Service Management 19

1.8 Objectives 19 1.9 Service-Level Requirements (SLRs) Score Total Points = 10 19

Relationship Management Structure 41

1.10 Roles and Responsibilities 41

2.0 Provider Solution & Qualifications Score Total Points = 15 42

Solution Delivery 42 Continuous Improvement and Quality Assurance 42 Processes, Tools, and Methodologies 42 Solution Innovation 43 Benefits of the Proposed Solution 43 Working with Subcontractors 43 Governance 43 Transition / Transformation 44 History 45 Commitment to Research and Development 45 Human Resources 45 Financial Stability 46 Industry Knowledge 46 Experience Implementing Solution 46 References 46 Strategic Planning and Vision 47 Pricing 47 Contracting 47

3.0 Pricing Schedules 49


Page 3 of 76

4.0 Referenced SOW Appendices and SOW Schedules 50

Appendix B.1 – Data Center Hardware 51

Appendix B.2 - Data Center Systems Software 61

Appendix B.3 - Data Center Supported Databases 63

Appendix B.4 - Data Center Supported Middleware 65

Appendix B.5 - Provider Data Center Facilities 66

Appendix B.6 - Data Center Personnel 67

Appendix B.7 - Data Center Agreements and Licenses 68

Appendix B.8 - Data Center-Related Work in Progress 71

Appendix B.9 - Data Center-Related Future Initiatives 72

Appendix B.10 – Definitions 73


Page 4 of 76

1.0 General Information

This is the data center outsourcing services Statement of Work (SOW) to the Contract between the Parkland Health & Hospital System (Client) and its service provider (Provider). Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in Attachment B.10 (Definitions).

Data Center Overview and Service Objectives

1.1 Data Center Services Overview

This SOW sets forth the roles and responsibilities of the Parties for the Data Center Services provided under the Contract as part of the Services. Data Center Services are the Services and activities, as further detailed in this SOW, required to provide and support Client centralized production, quality assurance, and development of computing environments. The Data Center environment includes centralized CPUs such as: Unix-based and Windows-based systems and associated data storage and backup Services and supporting systems Software (e.g., operating systems, utilities, and schedulers).

These environments support Clients' clinical and business applications, file/print services and other Client specific infrastructure-related functions (e.g., Client single sign-on application). The Provider may deploy additional systems to support the computing environment and to provide Client infrastructure technical support.

1.2 Service Objectives – Score Total Points = 30

The following are the key high-level Service objectives Client expects to achieve through outsourced Data Center Services in this SOW:

1.2.1. It is strongly preferred that provider be a Leader or Challenger in the Gartner’s Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, North America for the previous 3 years.

1.2.2. Meet Client business needs for available, reliable, scalable and secure services.

1.2.3. Maintain compliance with industry standards and government regulations (e.g., HIPAA, NIST SP800-53 R3, PCI DSS v3, ITIL, ISO27K, and Six Sigma).

1.2.4. On-shore Data Center, preferably within 50 miles from 5200 Harry Hines Blvd, Dallas, TX.

1.2.5. Data center is not located in a FEMA designated flood zone.

1.2.6. Provide a secure and well-conditioned physical-processing environment for the operation of the Client’s computing hardware in a data center under the Provider’s control.

1.2.7. Properly managing, coordinating, overseeing all maintenance, testing and monitoring of facilities systems, air handlers and uninterruptible power supply systems at the Provider Site(s).

1.2.8. Acquire services with availability guarantees backed by Service Levels (SLs).

1.2.9. Acquire services that can leverage operational scale and best practices to achieve optimum commercial price performance.


Page 5 of 76

1.2.10. Adopt a more flexible and variable cost structure versus owning fixed assets.

1.2.11. Provide asset management for in-scope hardware.

1.2.12. Provide hardware maintenance for all out of warranty servers (see Appendix B.1 - Data Center Hardware).

1.2.13. Acquire ongoing feedback mechanisms to ensure performance meets expectations.

1.2.14. Provide staff augmentation for 24/7 management of the Parkland owned datacenter at Parkland Hospital.

1.2.15. Provide the ability to use any telecom service provider that that Parkland choses within 90 days of request. Additionally, ensure that there are physically diverse entrances for these service providers into the data center facility.

1.2.16. Network Operations Center and Monitoring/Alerting for all infrastructure services including servers, SAN, network, databases, applications, and data centers.

1.2.17. On demand hoteling space for Parkland staff and vendors/subcontractors.

1.2.18. Ad hoc access to Parkland equipment in Provider’s Data Center for the purpose of maintenance and support activities.

1.2.19. EMC Avamar storage/data restore management proficiencies and have staff that is certified.

1.2.20. Perform Server, SAN, and peripheral IMAC services.

1.2.21. Provide hardware management and system software management, procurement support, and warranty management and support.

1.2.22. Provide support for application projects, upon Client’s request, to assist the Client to address hardware and media requirements.

1.2.23. Provide database administration services for Cache, DB2, Oracle, and SQL.

1.2.24. Provide console system management functions to proactively monitor, report, operate, and if necessary, reboot all servers and associated peripherals under the control of Provider locally or remotely.

1.2.25. Provide disaster recovery planning for data center-related Services as detailed in the Client’s Disaster Recovery Plan.

1.2.26. Execute backup and restore procedures as specified by the Client’s backup retention and restore policies.

1.2.27. Provide media management, media storage, capacity planning and reporting for all media and processing environments.

1.2.28. Provide Help Desk support above the Level 1 Support provided by the Client’s Help Desk.

1.2.29. Provide file management services.

1.2.30. Perform server and disk space administration.

1.2.31. Provide and support test and quality control.

1.2.32. Support all applicable servers’ Virus protection Software acceptable to the Client, Updates to the Virus protection Software, and management of the Virus protection Software Updates.


Page 6 of 76

1.2.33. Perform System Software change, upgrade, release and licensing management.

1.2.34. Perform, or manage the performance of, support on hardware necessary to perform the Services.

1.2.35. Assist the Client in identifying the need for, and performing, equipment refresh for applicable Client and Provider equipment.

1.2.36. Perform delegated security administration, including performing routine activities associated with information security in order to comply with information security policies and planning, as established and enforced by the Client’s Information Security.

1.2.37. Provide change management of the Client’s infrastructure.

1.2.38. Provide for Operating System and application level accounting and auditing.

1.2.39. Maintain Provider owned or licensed System Software at a N-1 Release level, unless otherwise requested or approved by the Client. With respect to Client owned or licensed System Software, implement all upgrades provided through the Client’s maintenance and support contracts, unless otherwise requested or approved by the Client.

1.2.40. Support Client required changes for IMACs for supported servers, storage, and attached devices within the Provider’s data center and the Client’s facilities.

1.2.41. Perform database and table restores within the Client’s production environment by the beginning of the next business day after the restore requirement has been identified, negotiated, and approved by the Client.

1.2.42. Provide support for the Client’s directory service standards, including Microsoft Active Directory, and other initiatives that benefit the Client’s computing environment.

1.2.43. Provide high-availability for file, print and other services.

1.2.44. Provide installation assistance, hardware support at the direction of Parkland, and removal of switches, routers, circuits and all other network components located within the Parkland Data Centers.

1.2.45. Monitor private and public network connectivity.

1.2.46. Monitor and manage network performance and availability.

1.2.47. Perform network capacity management for all networked infrastructure.

1.2.48. Consult with Client on the network planning process.

1.2.49. Provide network performance reports.

1.2.50. Provide project management support for all projects that may impact the Client Data Center networks, including the addition of, or changes to sites, network operating systems, technologies, etc.

1.2.51. Collaborate with Client in connection with the research, testing and development of new technology initiatives.

1.2.52. Provide problem response and resolution within the required time frames and maintain full responsibility of problem until final resolution. Including, but not limited to, contacting wide area network and internet service providers when trouble is detected, entering trouble tickets with providers, and tracking them to completion.


Page 7 of 76

1.2.53. Provide network availability at or above the levels specified in applicable Service Levels.

1.2.54. Web Services / SharePoint / WebSphere proficiencies and have staff that is certified.

1.2.55. Lawson Engineer Support proficiencies and have staff that are certified.

1.2.56. NetIQ IDM proficiencies and have staff that are certified.

1.2.57. DBA MS SQL proficiencies and have staff that are certified.

1.2.58. DBA Oracle proficiencies and have staff that are certified.

1.2.59. Wintel Server Patching (Provider to do investigation legwork) proficiencies and have staff that are certified.

1.2.60. Windows Engineer Server resources for support work

1.2.61. VMware Engineer resources for support work

1.2.62. Citrix Engineer resources for support work

1.2.63. AIX Engineer resources for support work

1.2.64. Linux Engineer resources for support work

1.2.65. SAN Engineer resources for support work

Service Environment

1.3 Scope of the Infrastructure Being Supported

The following sub-sections and related Service Environment Appendices (SEAs) further describe and scope the data center environment being supported and/or with which the Provider shall comply. These SEAs are to be maintained by the Provider, reviewed with the Client, updated by the Provider, and made available to the Client on a regular, as needed, basis.

1.3.1 Hardware and Software

A listing and description of all Data Center hardware to be provided and supported is shown in Appendix B.1 — Data Center Hardware. Provider’s shared services hardware and Software required to support the Client Data Center environment should be designated separately.

A listing and description of the systems Software and utilities to be provided and supported is shown in Appendix B.2 — Data Center Systems Software.

A listing and description of the datasets and applications Software for which Database Administration Services are to be provided is shown in Appendix B.3 — Data Center Supported Databases.

A listing and description of Middleware and its related applications Software is shown in Appendix B.4 — Data Center Supported Middleware.

1.3.2 Service Locations

All Data Center Services shall be provided at Provider-owned facilities for the secondary data center. Also, data center services shall be provided by the Provider at the Client owned data center. A listing of Client-owned facilities providing Data Center Services is shown in Appendix B.5 — Data Center Facilities.


Page 8 of 76

1.3.3 Personnel

A description of the personnel currently providing Data Center Services to the Client is provided in Appendix B.6 — Client Data Center Personnel.

1.3.4 Agreements and Licenses

A list of Data Center-related agreements and licenses is provided in Appendix B.7 — Data Center Agreements and Licenses.

1.3.5 Work In Progress

The Client currently has a number of Data Center related initiatives in progress that are included within the scope of this SOW and may impact Services. Such projects are the responsibility of the Provider to complete within the time frames specified by the Client. A list of these projects is provided in Appendix B.8 — Data Center-Related Work in Progress.

1.3.6 Future Initiatives

Other Data Center-related initiatives considered but currently not in the process are included in Appendix B.9 — Data Center-Related Future Initiatives.


Page 9 of 76

1.4 Baseline Information

The Client's current data center utilization and projected usage is presented below. These business requirements represent the Client's realistic projection of the Service requirements for Day 1 implementation based on a combination of past trends, current status, and anticipated overall business planning over the term of the Contract.

Data Center Service Requirements

1.5 Service Descriptions & Roles & Responsibilities Score Total Points = 20

The Provider is responsible for the Data Center Services defined in this SOW for Service Towers defined in this Data Center Services SOW under the following nomenclature:

In this SOW we are using the RASCI chart approach for all roles and responsibilities matrices.

RASCI stands for:

R = responsible

A = accountable

S = supporting

C = consulted

I = informed

1.5.1 General Responsibilities

The following table identifies general roles and responsibilities associated with this SOW. The letter "R" is placed in the column under the Party that will be responsible for performing the task. Provider responsibilities are indicated in the column labeled "Provider."

Table 1 General Roles and Responsibilities (According to RASCI Definition).

General Roles and Responsibilities Provider Client

1. Comply with Client policies and standards and regulations applicable to the Client, including information systems, personnel, physical and technical security

R, A C

2. Manage event and workload processes across all platforms R, A I

3. Provide technical support for all hardware/equipment of the Data Center computing infrastructure.

R, A I

4. Support Data Center infrastructure System Software (e.g., operating systems, utilities, databases, and middleware as listed in the applicable SOW appendices)

R, A I

5. Provide and support Data Center Networks (e.g., LAN and WAN connections) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis) as required to meet Client's computing requirements

R, A I

6. Provide and support Data Center-related environmental elements (e.g., HVAC, dual redundant UPS, power, cable plant, fire detection and suppression systems, temperature and humidity controls, and controlled physical access with 24/7 manned security)

R, A I


Page 10 of 76

General Roles and Responsibilities Provider Client

7. Implement and coordinate all changes to the Data Center infrastructure including those that may affect the Service levels of any other Service Tower and Third Parties

R, A C, S

8. Create, maintain and provide all appropriate project plans, project time and cost estimates, technical specifications, management documentation and management reporting in a form/format that is acceptable to Client

R, A C, S

9. Provide monthly reports on capacity management R, A I

1.5.2 Data Center Computing Services

1.5.2.1 Operations and Administration

Operations and Administration Services are the activities associated with the day-to-day management of the Data Center computing environment. They provide and support a stable infrastructure and effectively and efficiently perform operational and processing procedures to ensure Services meet service-level requirement (SLR) targets and requirements. Table 2 identifies the Operations and Administration roles and responsibilities that the Provider and Client will perform.

Table 2 Operations and Administration Roles and Responsibilities (According to RASCI Definition).

Operations and Administration Roles and Responsibilities Provider Client

Monitoring Operations Roles and Responsibilities Provider Client

1. Define monitoring requirements and policies C, I R, A

2. Develop monitoring procedures that meet requirements and adhere to defined policies and document in the Standards and Procedures Manual

R, A I

3. Review and approve monitoring procedures C, I R, A

4. Provide proactive and scheduled console monitoring of infrastructure and systems (e.g., hardware, network, batch schedule, interfaces, and table spaces), respond to messages and take corrective action as required

R, A I

5. Develop and maintain standard automated scripts to perform monitoring on systems

R, A C, S

6. Identify and report problems including system, file, disk, database, and application problems

R, A I

7. Provide troubleshooting, repair, and escalation of problems in the Data Center computing environment

R, A I

8. Provide preventative measures for proactive monitoring and self-healing capabilities to limit outages that impact service delivery

R, A I

9. Resolve or assist in resolving application problems in accordance with the SLR, and escalate as required

R, A C, S

Job Scheduling and Execution Operations Roles and Responsibilities Provider Client

10. Define job scheduling requirements and policies, application interdependencies, Client contacts, and rerun requirements for all production jobs

C R, A

11. Develop job-scheduling procedures that meet requirements and adhere to defined policies and document in the Standards and Procedures Manual

R, A C, S

12. Review and approve monitoring procedures for job-scheduling procedures

C, S R, A


Page 11 of 76

Operations and Administration Roles and Responsibilities Provider Client

13. Provide job scheduling, job execution, reporting and Resolution, taking into account infrastructure and system interdependencies

R, A I

14. Implement and manage scheduling tools for managing/automating job execution (e.g., job workflow processes, interdependencies, Client contacts, and rerun requirements file exchange functions and print management)

R, A C, I

15. Define production, test and demand batch scheduling requirements I R, A

16. Prepare production, test and demand batch jobs for execution R, A I

17. Execute production, test and demand batch jobs on required systems

R, A I

18. Monitor progress of scheduled jobs and identify and Resolve issues in scheduling process

R, A I

19. Startup and shut-down online/interactive systems according to defined schedules or upon approved request

R, A I

20. Maintain database of job scheduling, contact, rerun and interdependencies

R, A I

21. Provide quality control for reprocessing activities, such as batch reruns

R, A I

22. Prepare job run parameters R, A I

23. Validate job results per Client instructions R, A C, S

24. Notify Client and maintain a history of job completion results R, A C, S

System Administration Roles and Responsibilities Provider Client

25. Define system administration requirements and policies C R, A

26. Develop procedures for performing system administration that meet requirements and adhere to defined policies, and document in the Standards and Procedures Manual

R, A I

27. Review and approve systems administration procedures C, I R, A

28. Manage files and disk space, and transaction definitions R, A I

29. Perform system or component configuration changes necessary to support computing services in conformance with change Management requirements

R, A I

30. Provide usage statistics reports that will be used to support chargeback and other reporting requirements

R, A I

1.5.2.2 Storage and Data Management

Storage and Data Management Services are the activities associated with the provisioning and day-to-day management of the installed Data Center storage and data environment (e.g., direct access storage devices [DASD]), redundant array of independent disks (RAID), storage area Network (SAN), Network-attached storage (NAS), tape and optical, providing a stable support infrastructure and effectively and efficiently performing procedures to ensure Services meet SLR targets and requirements.

The following table identifies the Storage and Data Management roles and responsibilities that the Provider and the Client will perform.


Page 12 of 76

Table 3 Storage and Data Management Roles and Responsibilities (According to RASCI Definition).

Storage and Data Management Roles and Responsibilities Provider Client

1. Recommend Provider-standard Storage and Data Management procedures

R, A C

2. Develop, Storage and Data Management Provider procedures that meet Client requirements and adhere to Client policies, and document and maintain in the Standards and Procedures Manual

R, A I

3. Review, provide additional procedures as required and approve Storage and Data Management procedures

I R, A

4. Provide data storage Services (e.g., RAID array, SAN, NAS, tape, optical, etc.)

R, A I

5. Monitor and control storage performance according to technical Specifications, Storage and Data Management policies, and perform tuning as required

R, A I

6. Maintain and improve storage resource efficiency R, A I

7. Maintain dataset placement and manage data catalogs R, A I

8. Perform data and file backups and restores per established procedures and SLRs

R, A I

9. Manage file transfers and other data movement activities R, A I

10. Provide input processing, for activities such as loading Third-Party media (e.g., tape) and receipt and/or transmission of batch files

R, A I

11. Acquire and manage consumables, such as tape, disks, etc., in support of the backup requirements. Coordinate acquisition of additional materials as needed

R, A C, S

Media Operations Roles and Responsibilities Provider Client

12. Recommend Provider-standard Media Operations procedures R, A C

13. Develop, document and maintain in the Standards and Procedures Manual Media Operations Provider procedures that meet Client requirements and adhere to Client policies

R, A C, S

14. Review, provide additional procedures as required and approve media processing procedures

I R, A

15. Maintain a media library and media management system R, A I

16. Manage the media inventory to ensure that adequate media resources are available. Coordinate acquisition of additional media as needed

R, A I

17. Manage input media availability to meet processing SLR. R, A I

18. Load and manage Third-Party media R, A I

19. Provide secure off-site storage for designated media and transport media to the Client's approved off-site location as required

R, A C, S


1.5.2.3 Database Administration

Database Administration Services are the activities associated with the maintenance and support of existing and future databases. This includes responsibility for managing data, namely dataset placement, database performance, and data recovery and integrity at a physical level. Table 4 identifies the Database Administration roles and responsibilities that the Provider and the Client will perform.


Page 13 of 76

Table 4 Database Administration Roles and Responsibilities

Database Administration Roles and Responsibilities Provider Client

1. Define Database administration requirements and policies including authorization requirements for End-Users, roles, schemas, etc., and approve Change requests

C, I R, A

2. Develop and document in the Standards and Procedures Manual Database Administration procedures that meet requirements and adhere to defined policies

R, A I

3. Review and approve Database Administration procedures I R, A

4. Provide security administration, including managing role and End-User database permissions in accordance with Client policies

R, A I

5. Perform database restores from export dumps or backups R, A I

6. Create/refresh development/test QA databases from production data R, A I

7. Execute authorization Service Requests R, A I

8. Define and provide database creation, configuration, upgrade, patches and refresh requirements

C, S R, A

9. Execute database creation, configuration, upgrades, patches and refresh

R, A I

10. Execute all database system-level Changes (initialization parameters) R, A I

11. Execute all schema Changes for all instances R, A I

12. Define and provide database data definition requirements for applications installations, moves, adds and changes (IMAC for tables, triggers, attributes, etc.)

I R, A

13. Execute database data definition requirements for applications (IMAC for tables, triggers, attributes, etc.)

R, A I

14. Maintain documentation for all database instance parameters and system settings

R, A I

15. Maintain consistent database parameters and system settings across all similar instances. Consistency must be maintained according to established development to QA, and to production life cycle

R, A I

16. Define database definition and manipulation requirements for applications and developer schemas

C, I R, A

17. Execute database data definitions for applications and developer schemas

R, A I

18. Define and execute database performance and tuning scripts, and keep database running at optimal performance for Client's workload

R, A C

19. Implement and administer appropriate database management tools across all database instances. Performance metrics and historical data must be available for trending and reporting over a minimum of six months

R, A I

20. Identify locking conflicts, latch contention, rollback requirements, etc., for all database instances

R, A I

21. Resolve locking conflicts, latch contention, rollback requirements, etc., for all database instances

I R, A

22. Provide technical assistance and subject-matter expertise to Client application developers and Third-Party vendor support

R, A I

23. Provide data dictionary expertise, End-User data assistance, Data Warehouse Metadata definition, data mapping functions, and creation of data cubes

I R, A


Page 14 of 76

Database Administration Roles and Responsibilities Provider Client

24. Monitor database and generate automatic Help Desk Trouble Tickets for Problems

R, A I

25. Open, track and manage all database Problems to Resolution R, A I

26. Patch database Software as needed according to established development to QA to production life cycle

R, A I

27. Manage database communication Software configuration, installation and maintenance

R, A I

28. Provide database storage management R, A I

29. Define database backup schedules, retention periods, levels (i.e., full, incremental or differential)

I R, A

30. Execute Client's database backup and recovery policies R, A I


1.5.2.4 Lawson Engineer Services

Lawson Engineer Services are the activities associated with the maintenance and support of existing and future Lawson application and servers.

Table 5 Lawson Engineer Services Roles and Responsibilities

Lawson Engineer Services Roles and Responsibilities Provider Client

1. Upgrade Software as needed according to established development to QA to production life cycle

R, A I

2. Manage Software configuration, installation and maintenance R, A I



I R, A



R, A I



R, A I


R, A C, S


R, A I

11. Provide troubleshooting, repair, and escalation of problems in the Data Center computing environment

R, A I


R, A I


Page 15 of 76

1.5.2.5 NetIQ Identity Manager Support Services

NetIQ Identity Manager Support Services are the activities associated with the maintenance and support of existing and future NetIQ Identity Manager application and servers.

Table 6 NetIQ Identity Manager Support Services Roles and Responsibilities

NetIQ Identity Manager Support Services Roles and Responsibilities

Provider Client


R, A I




I R, A



R, A I



R, A I


R, A C, S


R, A I

11. Provide troubleshooting, repair, and escalation of problems for the NetIQ Identity Manager Center computing environment

R, A I


R, A I

13. Document the current architecture of NetIQ and develop any user guide / run books as necessary.

R, A I


Page 16 of 76

1.5.2.6 Web Services / SharePoint Services

Web Services / SharePoint / WebSphere Services are the activities associated with the maintenance and support of existing and future SharePoint application and servers.

Table 7 Web Services / SharePoint Services Roles and Responsibilities

Web Services / SharePoint Services Roles and Responsibilities

Provider Client


R, A I




I R, A



R, A I



R, A I


R, A C, S


R, A I

11. Provide troubleshooting, repair, and escalation of problems for SharePoint

R, A I


R, A I


Page 17 of 76

1.6 Exclusions

This section is designed for the Client to identify any roles and responsibilities that it wants to exclude from the deal with the Provider. For instance, the Client may not want the Provider to manage the service level assessment process.

The following items are specifically excluded from this SOW:

Client-retained scope:

Definition and approval of IT policies and standards for the Client.

Definition and approval of IT and business strategic plans.

Definition and approval of data security policies.

Protection of Client data.

Voice network and hardware.

Data network and hardware.

Desktop support.

Service Desk.

Properly managing, coordinating, overseeing all maintenance, testing and monitoring of facilities systems, air handlers and uninterruptible power supply systems at the Client Site(s).


Page 18 of 76

1.7 Service-Specific Milestones Score Total Points = 5

Milestones specific to the deployment of Data Center migration and the transition of IT Services are listed in the table below

Table 8 Milestones Specific to the Deployment of Data Center Services

Milestone Description Milestone Date

Network Operations Center and Monitoring/Alerting On Contract Date

Provide staff augmentation for 24/7 management of the Parkland owned datacenter at Parkland Hospital. On Contract Date

Web Services / SharePoint / WebSphere Support Contract Date plus 1 Month

Lawson Engineer Support Contract Date plus 1 Month

NetIQ IDM Support Contract Date plus 1 Month

VMware Engineer Support Contract Date plus 1 Month

Windows Engineer Server Support Contract Date plus 1 Month

Citrix Engineer Support Contract Date plus 1 Month

DBA MS SQL Support Contract Date plus 1 Month

DBA Oracle Support Contract Date plus 1 Month

Wintel Server Patching Support Contract Date plus 1 Month

AIX Engineer Support Contract Date plus 1 Month

Linux Engineer Support Contract Date plus 1 Month

SAN Engineer Support Contract Date plus 1 Month

EMC Avamar storage/data Support Contract Date plus 2 Months

Secondary Data Center Migration

- Atos DC6 to Provider’s Data Center Contract Date plus 3 Months

- Atos DC6 to Parkland’s NP CD Data Center Contract Date plus 4 Months

- Parkland’s NP CD to Providor’s Data Center Contract Date plus 5 Months


Page 19 of 76

Service Management

1.8 Objectives

A key objective of the Agreement is to attain Service levels with Fee Reductions where business is affected through a failure to meet Service performance requirements or mission-critical system requirements, or meet Critical Milestones or objectives. SLRs are detailed in the following sections and those associated with Fee Reductions are identified below.

The Provider shall provide monthly written reports to Client regarding the Provider's compliance with the SLRs specified in this SOW.

1.9 Service-Level Requirements (SLRs) Score Total Points = 10

The following Service levels (shown in Tables 6 to 24) are required to be delivered by the Provider to the Client at the end of the Transition Period.

The Provider must consistently meet the following SLRs. Those SLRs not met are associated with Fee Reductions. The Provider must notify Client of the missed SLR and of the Fee Reduction. The Provider will provide a 12 percent service credit or rebate to the Client if monthly SLR is not met.

Table 9 System Availability and Pre-Scheduled Downtime Definitions

DEFINITION

System Availability is defined as the availability of the in-scope infrastructure components required to conduct the normal business operation of Client application systems, including processors (e.g., mainframe CPU, memory, and storage), external storage, system Software and Network connection. Excludes scheduled maintenance.

Availability will be measured based on the accessibility of Client applications to conduct normal business operations (for the single unit and not for the availability of the aggregated systems).

PRE-SCHEDULED

DOWNTIME

REQUIREMENTS

All pre-scheduled system downtime, unless otherwise agreed on in advance by the Client, will occur:

a. For the systems with 24/7 requirements — all pre-scheduled maintenance shall be performed based on the Client's Change Management policy

b. For systems having non-24/7 requirements — pre-scheduled maintenance shall be performed outside of the normal System Availability time frame

Table 10 System Availability Service-Level Requirements

System Availability Service-Level Requirements

System Service Measure

Performance Target

SLR Performance %

Windows Production Servers (Critical)

Per Server Availability

24 / 7 / 365 99.97%

Windows Production Servers (Non-critical)


24 / 7 / 365 99.95%

Unix Production Servers


24 / 7 / 365 99.97%


Page 20 of 76

System Availability Service-Level Requirements


Performance Target

SLR Performance %

QA/Test Systems and Servers


Monday to Saturday 0400-1900 98%

Development Servers Per Server Availability


Formula Availability (%) = 100% — Unavailability (%)

Where Unavailability is defined as:

( Outage Duration × 100%) (Schedule Time — Planned Outage)

Measurement Interval

Measure Daily

Reporting Period

Report Monthly

CPI or KPI CPI

Measurement Tool

Tool supplied by the service provider automatically records date and time stamps for each activity within a process, including uptime and downtime data.


Page 21 of 76

Table 11 System Reliability Service-Level Requirements

System Reliability Service-Level Requirements


Performance Target

SLR Performance %

Windows Production Servers (Critical)

Per Server Reliability

24 / 7 / 365 99.97%

Windows Production Servers (Non-critical)


24 / 7 / 365 99.95%

Unix Production Servers


24 / 7 / 365 99.97%

QA/Test Systems and Servers



Development Servers Per Server Reliability


Formula This metric measures the reliability of Critical Platforms, and the number of outages and duration of outages. If an outage is mitigated by a work-around within the applicable Target or Minimum Service Level requirement, The Provider shall be deemed to have satisfied the Service Level requirement, provided, however, that The Provider shall continue diligently to accomplish as quickly as reasonably possible the appropriate permanent resolution. Workarounds will count as a continuation of the outage. When the system is returned to the original state, it is deemed "fixed." Critical Platforms are to be configured to include remote console access, server hardware redundancy for fans, power supplies, network cards, and hard drive RAID protection. Equipment (hardware and operating system) is assumed to be under vendor maintenance coverage. Servers are located in The Provider data center. This measurement is determined by recording and reporting the number of outages on each Critical Platform, as well as, the duration of each outage during the reporting period.


Measure Daily

Reporting Period

Report Monthly

CPI or KPI CPI

Measurement Tool



Page 22 of 76

Table 12 Application Platform Response Time SLR Definition

DEFINITION Online response time for critical online applications including ERM, ERP, data warehouse, financial, HTTP, etc.

Table 13 Application Platform Response Time SLRs

Application Platform Online Response Time Service-Level Requirements

Application Platform Service Measure

Performance Target

SLR Performance %

Production Unix Online Response Time

90% of transactions complete 0.5 seconds



99.5%

Unix Development, Test and QA

End-to-End Response Time




99.5%

Production Windows Online Response Time




99.5%

Windows Development, Test and QA





99.5%

Intranet/Extranet Web Systems


95% of transactions complete

99.9%

Internet Web Service


99.9%

Formula Performance = Transactions completed within Performance Target ÷ Total Transactions


Measure at 30 minute intervals

Reporting Period

Report Monthly

CPI or KPI CPI

Measurement Tool



Page 23 of 76

Table 14 General Administrative Function Definition

DEFINITION Routine Data Center functions that are required to meet Client's workload requirements.

Table 15 General Administrative Functions SLRs

General Administrative Functions Service-Level Requirements

General Administration Task Service Measure

Performance Target SLR Performance %

Set up or modify job scheduler definition and dependencies

Response Time Next Business Day (all daily requests)

98.0%

One-time schedule Change for existing scheduled jobs

Response Time 2 hours (all daily requests) 98.0%

Setup/Modify End-User ID or Authorization changes. (NOTE: Password Resets are NOT included in this SLR)

Response Time

1—5 User IDs

6—10 User IDs

>10 User IDs

2 Business Days

3 Business Days

per agreed upon time

95.0%

Notification of Incident Priority Level 1 Outage to Help Desk

Response Time 10 minutes of discovery 99.90%

Formula Number of requests completed within Performance Target ÷ Total of all requests occurring during Measurement Interval


Measure Weekly

Reporting Period Report Monthly

CPI or KPI KPI

Measurement Tool Tool supplied by the service provider automatically records date and time stamps for each activity within a process, including uptime and downtime data.


Page 24 of 76

Table 16 System Administration Definition

DEFINITION Actions by Provider for proactive monitoring and intervention to minimize capacity bottlenecks and activities required to implement system capacity and operational usage Change requests.

Table 17 System Administration SLR

System Administration Service-Level Requirements

System Administration Task Service Measure

Performance Target

SLR Performance %

Advise Client of need to allocate additional processing resources based on predefined parameters and observed growth patterns

Proactive monitoring and reporting to Client of need to increase capacity

Sustained average daily CPU utilization approaches 70% of installed processor capacity—Inform Client within 1 Business Day

99.0%

On-Demand CPU Processing capability Change requests

Elapsed Time Increases/decreases of 20% of baseline CPU processing capability within 2 days

99.0%

Advise Client of need to allocate additional storage resources based on predefined parameters and observed growth patterns

Proactive monitoring and reporting to Client of need to increase capacity

Total monthly storage capacity utilization measured in GBs used approaches 80% of installed capacity—Inform Client within 1 Business Day

99.0%

On-Demand disk storage capacity Change requests

Elapsed Time Increases/decreases of 10% of installed storage capacity within 7 Business Days

99.0%

System security requests (RACF, ACF2)

Response Time Next Business Day 99.0%

Deploy service/security patches/antivirus updates necessary to fix/repair environment vulnerabilities

Response Time Same Business Day as signoff, subject to agreed-upon Change Management procedures

99.0%

Capacity/Performance Trend Analysis and Reporting across all platforms

Monthly measurement / analysis and periodic notification on resource utilization and trends for critical system resources

Monthly analysis reports

Interim reports on rapidly developing events and trends identification

99.0%

Formula Number of requests completed within Performance Target ÷ Total of all requests occurring during Measurement Interval


Measure Weekly


CPI or KPI CPI



Page 25 of 76

Table 18 Server Software Refresh Definition

DEFINITION Software refresh for all upgrades and new releases.

Table 19 Server Software Refresh SLRs

Server Software Refresh Service-Level Requirements

Server Software Refresh Service Measure

Performance Target

SLR Performance %

Notification of vendor Software upgrades and new releases

Response Time Within 30 days after Software vendor announcement

95.0%

Implementation of service packs and updates to "dot" releases

Response Time Within 60 days after approved by Client 95.0%

Implementation of version or major release updates

Response Time Within 120 days after approved by Client 95.0%

Formula Number of requests completed on time ÷ Total of all requests occurring during Measurement period

Measure Interval Measure Monthly


CPI or KPI CPI



Page 26 of 76

Table 20 System Updates and Refresh SLRs

DEFINITION Measure Provider performance of maintaining a consistent deliverable to End-Users by change of technology.

Table 21 System Updates and Refresh SLRs

System Updates and Refresh Service-Level Requirements

Updates/Refresh Service Measure Performance

Target SLR

Performance %

Refresh for midrange servers (Windows)

Response Time Population age greater than 3 years old based on business unit approval

95.0%

Formula Total number of events completed within Performance Target ÷ Total number of events scheduled, due or required


Measure Weekly


CPI or KPI CPI



Page 27 of 76

Table 22 Database Administration Definition

Database Administration SLRs

Database Administration SLRs

Table 23 Database Administration SLRs

Database Administration Service Level Requirements

Administration Type Service Measure Performance

Target SLR

Performance %

Instance Creation and Refresh

Elapsed Time Create = 2 Business Days

Refresh = 1 Business Day

95%

Create End-User ID, Grants, Revokes, Create table space, other data definition requests

Elapsed Time 2 hours (1—5 requests daily) 4 hours (6—10 requests daily) 2 Business Days >10 daily

Based on a per-database request

95%

Schema changes and stored procedures

Elapsed Time 1 Business Day

Based on a per-database request

95%

Performance tuning and maintenance

Elapsed Time Proactive monitoring and preemptive intervention to maintain required performance levels

Two hours to respond to ad hoc requests

95%

Database Refresh Type Service Measure

Performance Target

SLR Performance %

Individual patches and requisite patches per database

Elapsed Time Same Business Day as signoff by Client, completed within Availability SLRs

95%

Service packs and updates to "dot" releases

Elapsed Time Within 5 Business Days of signoff by Client. Required downtime is outside of the normal Availability SLRs.

95%

Version or major release updates

Elapsed Time Within 5 Business Days of signoff by Client. Required downtime is outside of the normal Availability SLRs.

95%

Formula Total number of events completed within Performance Target ÷ Total number of events scheduled, due or required


Measure Weekly


CPI or KPI CPI



Page 28 of 76

Table 24 Asset Management

Asset Management Requirements

Service Measure Performance

Target SLR

Performance %

Accuracy of Asset T racking Information

Accuracy This metric measures the accuracy of asset tracking information contained in the Asset Inventory and Management System determined by a quarterly audit. In-scope asset tracking data elements are servers, network devices and storage located at The Provider Datacenter.

95%

Formula

This measurement is calculated as the number of asset tracking data elements sampled and determined to have been correctly recorded (confirmed by physical inspection of the asset), divided by the total the number of asset tracking data elements sampled, expressed as a percentage.



CPI or KPI KPI


Table 25 Change Control Accuracy and Timeliness

Change Control Accuracy and Timeliness Requirements


Target SLR

Performance %

Accuracy and Timeliness of Changes

Accuracy This metric measures the accuracy and timeliness of Changes in The Client environment.

95%

Formula

This measurement is calculated as the number of Changes

successfully completed as scheduled, divided by the total

number of Changes scheduled to be completed during the

reporting period, expressed as a percentage. A successful

backout counts as a successful completion if the backout is

not caused by The Provider.



CPI or KPI CPI



Page 29 of 76

Table 26 Customer Satisfaction

Customer Satisfaction Requirements


Target SLR

Performance %

Customer Satisfaction Survey average The surveys will consist of:

Annual Executive Satisfaction Survey: The Client executive management and IS Steering committee members and other comparable individuals identified by the Client.

Monthly Service Satisfaction Survey: The Client’s IT departmental personnel.

4.5

Formula

This metric measures customer satisfaction rating by service category (random sample), with a survey average of 4.5 on a scale of 1-5, with 1 being the lowest level of satisfaction and 5 being the highest level of satisfaction.

This measurement is based on an average of all surveys taken during the reporting period. The measurement is calculated as the sum of the ratings from all surveys returned, divided by the total number of surveys returned during the reporting period.



CPI or KPI CPI



Page 30 of 76

Table 27 Incident Resolution Timeliness

Incident Resolution Timeliness Requirements

Severity Level Service Measure

Performance Target

SLR Performance

%

Sev 1 Resolution Time

Formula

This metric measures Incident resolution timeliness for Severity Level 1 Incidents. This is an aggregate measurement of the elapsed time from Incident Acknowledgment to resolution. Incident resolution may also include a Client approved work around.

This measurement is calculated as the number of Severity Level 1 Incidents resolved within 4 clock hours during the reporting period, divided by the total number of Severity Level 1 Incidents resolved during the reporting period, expressed as a percentage.

95%


Formula


This measurement is calculated as the number of Severity Level 2 Incidents resolved within 8 clock hours during the reporting period, divided by the total number of Severity Level 2 Incidents resolved during the reporting period, expressed as a percentage.

90%


Formula


This measurement is calculated as the number of Severity Level 3 Incidents resolved within 3 business days during the reporting period, divided by the total number of Severity Level 3 Incidents resolved during the reporting period, expressed as a percentage.

85%


Formula


This measurement is calculated as the number of Severity Level 4 Incidents resolved within 5 business days during the reporting period, divided by the total number of Severity Level 4 Incidents resolved during the reporting period, expressed as a percentage.

85%


Page 31 of 76

Incident Resolution Timeliness Requirements


Performance Target

SLR Performance

%



CPI or KPI CPI

Measurement Tool



Page 32 of 76

Table 28 Incident Response Timeliness

Incident Response Timeliness Requirements


Performance Target

SLR Performance

%

Sev 1 Response Time

Formula

This metric measures Incident response timeliness for Severity Level 1 Incidents. This is an aggregate measurement of the elapsed time from receipt at the Provider of an Incident (either by a ticket assigned by the Client Help Desk to the Provider Help Desk, assignment of a ticket by the Client Help Desk to the Provider support group, or creation of a ticket through the Provider's automated Incident alerts) to Incident Acknowledgment for a Severity Level 1 Incident.

This measurement is calculated as the number of Severity Level 1 Incidents responded to within 15 minutes during the reporting period, divided by the total number of Severity Level 1 Incidents responded to during the reporting period, expressed as a percentage.

100%

Sev 2 Response Time

Formula

This metric measures Incident response timeliness for Severity Level 2 Incidents. This is an aggregate measurement of the elapsed time from receipt at the Provider of an Incident (either by a ticket assigned by the Client Help Desk to the Provider Help Desk, assignment of a ticket by the Client Help Desk to the Provider support group, or creation of a ticket through the Provider's automated Incident alerts) to Incident Acknowledgment for a Severity Level 2 Incident.

This measurement is calculated as the number of Severity Level 2 Incidents responded to within 30 minutes during the reporting period, divided by the total number of Severity Level 2 Incidents responded to during the reporting period, expressed as a percentage.

100%


Page 33 of 76

Incident Response Timeliness Requirements


Performance Target

SLR Performance

%

Sev 3 Response Time

Formula

This metric measures Incident response timeliness for Severity Level 3 Incidents. This is an aggregate measurement of the elapsed time from receipt at the Provider of an Incident (either by a ticket assigned by the Client Help Desk to the Provider Help Desk, assignment of a ticket by the Client Help Desk to the Provider support group, or creation of a ticket through the Provider's automated Incident alerts) to Incident Acknowledgment for a Severity Level 3 Incident. This measurement is calculated as the number of Severity Level 3 Incidents responded to within 4 business hours during the reporting period, divided by the total number of Severity Level 3 Incidents responded to during the reporting period, expressed as a percentage.

95%

Sev 4 Response Time

Formula

This metric measures Incident response timeliness for Severity Level 4 Incidents. This is an aggregate measurement of the elapsed time from receipt at the Provider of an Incident (either by a ticket assigned by the Client Help Desk to the Provider Help Desk, assignment of a ticket by the Client Help Desk to the Provider support group, or creation of a ticket through the Provider's automated Incident alerts) to Incident Acknowledgment for a Severity Level 4 Incident. This measurement is calculated as the number of Severity Level 4 Incidents responded to within 1 business days during the reporting period, divided by the total number of Severity Level 4 Incidents responded to during the reporting period, expressed as a percentage.

90%



CPI or KPI CPI

Measurement Tool



Page 34 of 76

Table 29 Request Fulfillment Time

Request Fulfillment Time Requirements


Target SLR

Performance %

Authorized Service Requests

This metric measures timely fulfillment of Authorized Service

Requests.

Formula

This measurement is calculated as the number of authorized Service Requests successfully completed within 2 Business Days or within a mutually agreed-upon schedule after the Provider ‘s receipt of the Service Request (as evidenced in the service request ticket), divided by the total number of authorized Service Requests completed during the reporting period, expressed as a percentage. To be included within the measurement of this Performance Indicator, a Service Request must either be reasonably achievable within 2 Business Days, or the subject of a mutually agreed alternative schedule, which shall become the basis of the measurement hereunder.

95%

CIO Authorized Information Requests

This metric measures timely fulfillment of CIO Authorized Information Requests. Formula

This measurement is calculated as the number of CIO Authorized Information Requests successfully completed within 2 Business Days or within a mutually agreed-upon schedule after the Provider's receipt of the CIO Authorized Information Request, divided by the total number of CIO Authorized Information Requests completed during the reporting period, expressed as a percentage. To be included within the measurement of this Performance Indicator, a CIO Authorized Information Request must either be reasonably achievable within 2 Business Days, or the subject of a mutually agreed alternative schedule, which shall become the basis of the measurement hereunder.

100%



CPI or KPI CPI



Page 35 of 76

Table 30 Root Cause Analysis

Root Cause Analysis Requirements


Target SLR

Performance %

Root Cause Analysis

This metric measures

the timeliness of

completion of Root

Cause Analyses for

Severity Level1 and

2 Incidents and

Problems and those

otherwise requested

by the Client.

This measurement is calculated as the number of Root Cause Analyses completed within 5 Business Days during the month, divided by the total number of Root Cause Analyses completed during the month, expressed as a percentage.

For Severity Level 1 & 2 events, the clock starts when service has been restored.

For al l other incidents and problems, the clock starts when requested by C l i en t as evidenced in a service request ticket.

95%



CPI or KPI CPI


Table 31 Monthly Reports

Monthly Reports Requirements


Target SLR

Performance %

Monthly Reports Timely Monthly Reports

This metric measures the timely delivery of governance reports (e.g., Service Level reports, Root Cause Analysis reports, analysis of trends, transition progress reports, all service delivery reports).

This measurement is calculated as the number of governance reports delivered by the 10th calendar day of the reporting period, divided by the total number of reports scheduled to be delivered by the 10th calendar day of the reporting period, expressed as a percentage.

100%



CPI or KPI CPI



Page 36 of 76

Table 32 Hot Site Fail Over Testing

Hot Site Fail Over Testing Requirements


Target SLR

Performance %

Hot Site Fail Over Testing

This metric measures the successful testing of the Hot Site Fail Over Test objectives as mutually agreed and retesting as necessary.

This measurement is determined through a Client/Provider mutually agreed audit assessment that determines whether the objectives within the Hot Site Fail Over Test were successfully tested or retested.

100%



CPI or KPI CPI


Table 33 Backup Completion

Backup Completion Requirements


Target SLR

Performance %

Backup Completion This metric

measures the

successful

monitoring,

management and

performance of

Server backups

scheduled within

Avamar or

equivalent Software

during the reporting

period.

If The Provider supported scheduled backup fails and cannot be completed within the backup window, a rerun will be performed before the next scheduled backup window or will be rescheduled with The Client approval. Any such successful rerun will count as a successful completion.

This measurement is calculated as the total number of successful backups (including missed backups successfully resolved by reruns or The Client approved schedule changes), divided by the total of number of backups scheduled to be performed, expressed as a percentage.

99%



CPI or KPI CPI



Page 37 of 76

Table 34 Data Storage Availability

Data Storage Availability Requirements

SAN Storage

Tier Level Service Measure Performance

Target SLR

Performance %

Tier 1 This metric measures

the availability of

supported Tier 1 SAN

Storage.

Unscheduled outage time is evidenced in Ticketing System and Incident tickets are extracted for each reporting period. For each reporting period, Tier 1 SAN will have its availability and total number or outages checked against the Ticketing System records for scheduled and unscheduled downtime(s). The measurement will be carried out via the measurement listed in the Measurement Description.

100%


the availability of


Storage.


99.5%


the availability of


Storage.


99%



CPI or KPI CPI



Page 38 of 76

Table 35 Restore Effectiveness

Restore Effectiveness Requirements


Target SLR

Performance %

Restore Effectiveness

Successful completion of all Server and Server volume restores

This metric measures the successful completion of all Server and Server volume restores scheduled/requested during the reporting period. This measurement is calculated as the total number of successful restore jobs, divided by the total of number of restore jobs attempted, expressed as a percentage. Successful reruns count as successful completion.

99%



CPI or KPI CPI


Table 36 Server Data Storage Provisioning

Server Data Storage Provisioning Requirements


Target SLR

Performance %

Server Data Storage Provisioning

This metric measures

completion within the

scheduled time

periods for providing

additional free space

of the proper type to

application file

allocations.

The schedule for additional free space to be provided to a database's or file's allocation is within seven (7) days for incremental storage of less than 500 gigabytes, and within thirty (30) days for incremental storage of 500 gigabytes or more. This measurement is calculated as the total number of storage additions completed within the scheduled time period during the month, divided by the total number of storage additions scheduled to be completed within the month, expressed as a percentage.

99%



CPI or KPI CPI



Page 39 of 76

Table 37 Regulatory Compliance

Regulatory Compliance Requirements


Target SLR

Performance %

Regulatory Compliance

This metric measures the response to Non-compliance Events caused by the lack of meeting CMS, Medicare, TAG 202, HIPAA, JCAHO, security, privacy, or other compliance procedures and controls. The Provider must present a Remediation Plan for any such Non-compliance Event.

This measurement is calculated as the number of Remediation Plans submitted within the designated time period after the Provider first becomes aware of the associated Non-compliance Events, divided by the total number of Remediation Plans submitted during the calendar quarter, expressed as a percentage within the month, expressed as a percentage.

100% within 5

Business Days



CPI or KPI KPI


Table 38 Provider Data Center Power and Cooling

Provider Data Center Power and Cooling Requirements


Target SLR

Performance %

Provider Data

Center Power

This measures the downtime of power to the Client’s systems

This measurement is calculated as the number of minutes power is not available for the Client’s systems.

This measurement is determined by recording and reporting the number of outages on each Critical Platform, as well as, the duration of each outage during the reporting period.

99.999%

Provider Data

Center Cooling

This measures the downtime of cooling of the Client’s systems.

This measurement is calculated as the number of minutes cooling is not available for the Client’s systems.

99.999%



CPI or KPI CPI



Page 40 of 76

Table 39 Monitoring and Alerting

Monitoring and Alerting Requirements


Target SLR

Performance %

Monitoring and Alerting Misconfigured

This metric measures the accuracy of monitoring and alerting thresholds of all infrastructure resources including servers, SAN, network, databases, applications, services, and data centers.

This measurement is calculated as the number of misconfigured alerting thresholds of infrastructure resources divided by the total number of infrastructure resources.

99%

Measure Interval Measure Quarterly

Reporting Period Report Quarterly

Monitoring and Alerting Failure to Alert / Notify

For an incident where a threshold should trigger the system properly detects and notifies the appropriate support team(s).

This measurement is calculated as the number of failed events divided by the number of events properly handled.

99.5%



CPI or KPI KPI

Measurement Tool Tool supplied by the service provider automatically records date and time stamps for each activity within a process, including successes and failures.


Page 41 of 76

Relationship Management Structure

1.10 Roles and Responsibilities

The Provider must include individual managers for each of the following roles.

Table 40 Management Roles and Responsibilities

Role Responsibility

Customer Relations Manager

Activities include maintaining relationships with Client and managing communications to and from the Provider. Oversees and reports on the overall performance of the Provider’s contracted services.

Contract Manager Activities include managing the terms and conditions, ensuring compliance with Client’s internal and external regulations, and communicating with the Client’s legal team.

Operations Manager Responsible for the day to day operations of the Client's Data Centers and IT Services provided to the Client.


Page 42 of 76

2.0 Provider Solution & Qualifications Score Total Points = 15

Solution Delivery

Please provide an overview of your proposed solution.

Indicate the scale of your support capabilities.

Indicate your ability and experience supporting systems from other vendors.

Describe your ability to meter resource usage at a system and application level so that internal users can be charged for their usage.

Describe your consolidation experience.

Describe your experience in providing datacenter services for healthcare customers.

Describe your track record of transforming healthcare.

Describe your track record of providing superior service.

Describe your ability to provide resources such as storage and server capacity on demand.

Continuous Improvement and Quality Assurance

Explain your processes for continuous improvement and quality assurance:

How do you measure the quality of service delivered?

What is your process for incorporating best practices?

Describe any Quality awards your company has won.

List any Quality Certifications your company has achieved.

Processes, Tools, and Methodologies

Describe how your organization performs the following ITIL processes:

Project & Program management

Change management

Problem management

Relationship management

Service continuity management

Security management

Performance management

Capacity management

Testing and Release management

Describe the size and skills of your workforce that can be called upon as required to handle unexpected challenges.

Describe the Processes / Tools / Methodologies you will use in delivering the in-scope services.

Describe your reporting tools and processes.


Page 43 of 76

Provide an overview of how you measure client satisfaction.

Solution Innovation

Describe your R&D capabilities that can be used to solve business and technology challenges which are unique to the Client.

Describe your process for innovation.

How do you use alliances for service delivery?

Describe relevant, value-added solutions that go beyond stated requirements.

Describe your R&D investments related to:

Proposed services

Solving problems in the healthcare industry

Describe your facilities, methodologies, and processes to test new products and solutions.

Provide examples of innovative solutions brought to clients, which helped solve business and technical issues.

Describe your process to proactively identify and recommend changes to improve the current system.

Benefits of the Proposed Solution

How will the Client benefit from each aspect of the proposed solution?

Describe your ability and experience in scaling quickly in response to urgent business demands.

Provide indicators of your ability to maintain high client satisfaction.

Provider’s Ability to Deliver the Proposed Solution.

Describe your typical service levels and how they are measured for all services.

Describe your typical clawback/penalties for not meeting your SLAs.

What is your process for Knowledge transfer in the delivery of services?

Working with Subcontractors

Describe how you select and manage subcontractors.

Provide an example of where you had difficulty with a subcontractor.

What was done to resolve the issue?

How do you work with subcontractors that are contracted directly with the client?

How do you work with subcontractors that are also your competitors?

Governance

Parkland Health and Hospital System Data Center and IT Services Solution RFP-7387

Page 44 of 76

Describe your approach to relationship management / governance:

Do you have dedicated managers to deal with strategic and daily operational issues?

How is senior management involved in the deal?

Do you have regularly scheduled meetings to provide good communication and status updates?

Describe your issue management approach:

How are disputes and issues handled?

Describe your service level commitment to resolve issues.

Describe your service management approach:

Do you provide internal training?

Do you provide management incentives for meeting customer satisfaction targets?

Provide an overview of your delivery team:

Describe team members’ strength of business and technical skills and experience.

Identify the primary Project Office personnel and describe their roles and responsibilities.

Describe other Project Office roles and responsibilities.

Describe the proposed Project Executive’s (PE’s) experience in applying your methodologies and management practices.

Describe your management culture.

Transition / Transformation

Describe your transition project methodology and your experience in moving clients from the “business as usual” environment to the “to be” state.

Provide a Transition Project Plan.

Describe the resources needed from the Client.

What is your Risk mitigation strategy?

What are the benefits to the Client of the Provider’s Transition process?

What are key Organization dependencies for a successful Transition / Transformation?

What responsibilities does the Client have during Transition / Transformation?

Provide examples of similar transitions:

Provide a transition example where you have been successful.

Provide a transition example where you have not been successful and explain why you were not successful.


Page 45 of 76

History

How long has your company been in business?

How many outsourcing customers have you served since the company’s inception?

Describe your organization’s Corporate Culture

Provide your Mission statement, values statement, or other documentation that would describe your corporate culture, values, and principles.

How is your corporate culture compatible with the Client’s?

How does it differ?

How would you address these differences?

Commitment to Research and Development

Give details on your Research and Development Organization.

How much does the Provider spend on R&D annually?

What awards / recognitions / accomplishments have your Research organization achieved?

How does your Research organization provide value to your customers?

Provide an example of an instance where your Research organization provided direct benefit to a specific customer.

Human Resources

Describe your ability to attract and retain employees.

List any Human Resources awards your company has won.

Describe any training or ongoing skill development provided for transitioned employees.

What are the benefits to the Client of the Provider’s Human Resources process?

Provide an overview of how you manage your employees.

Provide measures of employee satisfaction.

What is your staff turnover rate?

Describe your resource allocation tools and processes to manage skill inventories and staff availability to meet current and future resource demands.

Describe your process to manage the transition of staff to your organization.

Describe your process to educate your employees so that they remain current with relevant technology, processes, and industry skills.


Page 46 of 76

Financial Stability

Provide a brief overview of your current financial situation.

Provide your most recent Annual Report.

Provide a financial history of your company for the last 5 years:

Provide indicators of your financial stability.

Provide key financial ratios.

How do these ratios compare to other service providers?

List and explain any law suits that may affect the success of this initiative.

How has your company grown?

Has this growth been the result of mergers and acquisitions or client satisfaction?

Industry Knowledge

How do you stay current with the issues in the industry?

Demonstrate your leadership in the industry.

What are the emerging trends in the industry?

What is your vision for the Client’s future business?

Experience Implementing Solution

How long has your company been providing the In-Scope services?

To how many customers are you providing these services?

How has your provision of these services changed since the company’s inception?

What percentage of gross revenues are derived from your top five clients?

What services are you providing for these top five clients?

How successful have these outsourcing initiatives been?

What relationship / technical changes have occurred over the course of these initiatives as the result of lessons learned?

References

Please provide 3 recent references, preferably in healthcare, that are similar in scope and size to this solution.

Indicate how these references are applicable to this project.

Are the referenced client’s satisfied with the value delivered?

Do they believe that the Provider is meeting or exceeding the needs of the business?

How many healthcare customers does your organization provide data center and IT Services for?


Page 47 of 76

Provide a measure of client loyalty, such as renewal rates.

Provide a measure of client satisfaction:

How is client satisfaction measured?

Show examples of where you have helped a client improve business issues.

Provide two examples of clients who did not renew their contracts.

Explain why and what you did to help them transition to the new provider.

Strategic Planning and Vision

What is your future direction for outsourcing services?

What are your defined and detailed plans to support that direction?

How are your plans aligned with market trends?

What are your investment plans?

What solution elements have been included to reduce the total cost of ownership?

What is your vision of your business in 3 to 5 years?

Describe your focus on continuous improvement through automation and standardization.

Pricing

Describe your approach to pricing:

Flexibility?

Unit pricing?

Describe your Invoicing process.

Provide any innovative approaches to pricing / cost containment.

Describe how you typically reduce costs?

What are the levers that you use?

What are the mechanisms to address changes in scope, value, inflation, and reductions in competitors' rates?

Contracting

How do you structure your contract to meet the needs of both parties?

How do you structure outsourcing relationships to meet the needs of both parties?

Describe your process to ensure that the contract and relationship remain flexible, adjustable, and current over the term of the contract.

Describe your process for creating clear and formal statements of work.

Describe how you handle conflict that arises when there is disagreement over responsibilities.


Page 48 of 76

Provide an overview of your service level management process.

Provide typical service level measurements that you have in place with other clients:

Is the process completed on a regular basis?

Are service level targets based on severity levels?

What is done with the information that is collected?

Is the information used to modify and improve solutions?


Page 49 of 76

3.0 Pricing Schedules

See Exhibit D of RFP 7387 for Pricing Schedule-7yr. Prices must be bid on a consumptions-based, unit use model. The cost of all transition fees must be billed via even monthly payments over the first 5 years of the contract. In addition to the required pricing schedule, the Client will consider any alternative pricing that would be more advantageous to Parkland.


Page 50 of 76

4.0 Referenced SOW Appendices and SOW Schedules

This section identifies all the contract articles and attachments related to the Data Center SOW. This section is to ensure that all parties to the contract know where the SOW is referenced or used.

SOW Appendix Description

B.1 Data Center Hardware

B.2 Data Center Systems Software

B.3 Data Center Supported Databases

B.4 Data Center Supported Middleware

B.5 Provider Data Center Facilities

B.6 Data Center Personnel

B.7 Data Center Agreements and Licenses

B.8 Data Center-Related Work in Progress

B.9 Data Center-Related Future Initiatives

B.10 Definitions


Page 51 of 76

Appendix B.1 – Data Center Hardware

AIX Hardware

DC6 Hardware

Frame Model Serial Number

p550-A 8204-E8A 06FDF13

p750-A 8233-E8B 1047CFT

p750-B 8233-E8B 1047D0T

p750-C 8233-E8B 1047D2T

p750-D 8233-E8B 1047D4T

p740-A 8205-E6C 1047D3T

p740-B 8205-E6C 1047D1T

p740-C 8205-E6C 06ADE0R

p740-D 8205-E6C 1047CET

p828-A p828-22A 21B3B6V

p828-B p828-22A 21B3B7V

HMC10 7042CR8 2103DAD

HMC11 7042CR8 2103D9D

NP CD Hardware

p595-X 9119-FHA 262555

p595-Y 9119-FHA 02625A5

HMC1 7042CR4 1062ADB

HMC2 7042CR4 10638CB


Page 52 of 76

AIX SAN Hardware

DC6 Hardware

Frame Model Serial Number

EMC VMAX 10k HK198701021

EMC VPLEX FNM00134800145

EMC Isilon Cluster Multiple SN/Node

EMC XtremIO APM00150110061

Brocade Connectix 48k BRCQV060015941

Brocade Connectix 48k BRCQV060015981

EMC VMAX-40K HK195701311

EMC Xtreme-IO APM00143930027

EMC Clariion APM00095102365

NP CD Hardware

EMC VMAX 10k HK198701065

EMC VPLEX FNM00134800077

EMC Isilon Cluster Multiple SN/Node

EMC XtremIO APM00135024251

Cisco MDS 9506 FOX1611G86R

Cisco MDS 9506 FOX103404T2

EMC VMAX-40K HK195702585

EMC Clariion APM00095001974

Out of Warranty Servers

ContLine ItemID TopSerialNum NodeName TopShortDesc

1 POWEREDGE R200 2GMD3L1 PMH-XPERCON POWEREDGE R200 Rack SERVER

2 POWEREDGE R710 2Q1B9P1 PMH-ADC-05 POWEREDGE R710 SERVER

3 POWEREDGE R710 2TDN4M1 PHDAPAR-24G-040810-3 POWEREDGE R710 SERVER

4 POWEREDGE R710 2TP3GQ1 PMH-JHPEARLDB-1 POWEREDGE R710 SERVER

5 378737-001 2UX614023C PMH-PS-1 PROLIANT DL380 G4 SERVER, 3.4/GHZ/800FSB

6 378737-001 2UX619014F PMH-CCOPS PROLIANT DL380 G4 SERVER, 3.4/GHZ/800FSB

7 458562-001 2UX84200B0 PMH-ARCSIGHT-WEB PROLIANT DL380 G5 SERVER X5450 3.0GHZ QC

8 458561-001 2UX904072M PDCREDANT02 PROLIANT DL380 G5 SERVER, E5460 4G QC

9 458561-001 2UX9040B2K PDINCEPTION01 PROLIANT DL380 G5 SERVER, E5460 4G QC

10 458561-001 2UX9080066 PDERPLBI01 PROLIANT DL380 G5 SERVER, E5460 4G QC


Page 53 of 76

11 458561-001 2UX9080074 PDERPLBI02 PROLIANT DL380 G5 SERVER, E5460 4G QC

12 458561-001 2UX9080075 PDMSCM02 PROLIANT DL380 G5 SERVER, E5460 4G QC

13 458561-001 2UX91601C2 PHDAPAR-040810-2 PROLIANT DL380 G5 SERVER, E5460 4G QC

14 458561-001 2UX91703ZH PDOBIXTEST01 PROLIANT DL380 G5 SERVER, E5460 4G QC

15 458561-001 2ux917043Y PHHS-TALYST-01 PROLIANT DL380 G5 SERVER, E5460 4G QC

16 458561-001 2UX917046J PHHS-CIPS-PROD PROLIANT DL380 G5 SERVER, E5460 4G QC

17 458561-001 2ux92004yl PHHS-ACCUFLO-01 PROLIANT DL380 G5 SERVER, E5460 4G QC

18 530779-005 2UX93005HX PMHCXDBST01 PROLIANT DL380 G6 SERVER

19 530779-005 2UX93005M1 PDPISAFETY01 PROLIANT DL380 G6 SERVER

20 530779-005 2UX94502FD PDITASD01 PROLIANT DL380 G6 SERVER

21 530779-005 2UX94605YJ PDITASD02 PROLIANT DL380 G6 SERVER

22 POWEREDGE R710 2V985M1 PMH-HIVDB-01 POWEREDGE R710 SERVER

23 POWEREDGE R710 3HV2VL1 PMH-EEG-1 POWEREDGE R710 SERVER

24 POWEREDGE R710 3KYD5M1 PDCOREWEBDEB POWEREDGE R710 SERVER

25 POWEREDGE 2950 4GM363J PMH-XCELERA-CON POWEREDGE 2950 SERVER

26 POWEREDGE R710 4hv2vl1 PMH-BUSSOBJECT1 POWEREDGE R710 SERVER

27 POWEREDGE 2900 4HZ7VL1 TERARECONTEST POWEREDGE 2900 SERVER

28 POWEREDGE R710 50HQ3M1 PDACSVCENTER POWEREDGE R710 SERVER

29 POWEREDGE R710 53MSXR1 PMH-XENEPIC-28 POWEREDGE R710 SERVER

30 9119-595 231E00 phhscernapptestdr PSERIES SERVER MODEL 595

31 9119-FHA 262555 phhscernapp2 PSERIES MODEL 595 SERVER

32 3583-L36 0000000133190401 3583-L36 ULTRIUM SCALABLE TAPE LIBRARY

33 9119-595 02D0311 phhscernapp1dr PSERIES SERVER MODEL 595

34 8853-G5U 99CD916 PHDACXC914 BLADESERVER HS21 E5430 SERVER


36 391835-B21 USE743NDN4 PMH-INTRANET-1 PROLIANT DL380 G5 SERVER, CTO

37 438084-001 USE909N3QM PDCCINNOV01 PROLIANT DL580 G5 E7340 8GB 4P

38 377376-001 USM52101EV PMH-ARTIVA-1 PROLIANT DL360 G4 SERVER, 3.6GHZ 2M

39 8853-G5U 99CD927 ND119 BLADESERVER HS21 E5430 SERVER

40 POWEREDGE R710 53LXXR1 PMH-XENEPIC-23 POWEREDGE R710 SERVER

41 POWEREDGE R710 53MXXR1 PMH-XENEPIC-19 POWEREDGE R710 SERVER

42 POWEREDGE R710 53NSXR1 PMH-XENEPIC-17 POWEREDGE R710 SERVER

43 POWEREDGE R710 53PSXR1 PMH-XENEPIC-27 POWEREDGE R710 SERVER

44 POWEREDGE R710 53PTXR1 PMH-XENEPIC-21 POWEREDGE R710 SERVER

45 POWEREDGE R710 53QRXR1 PMH-XENEPIC-25 POWEREDGE R710 SERVER

46 292887-001 6J36KYD1200R_oos PMH-PHARMACY-2 PROLIANT DL360 G3 SERVER, 2.4 512K CAC 5

47 POWEREDGE R710 6VC0YQ1 PMH-PRDSQL03 POWEREDGE R710 SERVER




51 POWEREDGE R910 7FBQ4P1 PMH-DOCIN-01 POWEREDGE R910 SERVER

52 POWEREDGE T610 93RNM4J PMH-XCELERA-APP POWEREDGE T610 SERVER



Page 54 of 76

54 POWEREDGE R910 9FBQ4P1 PMH-DOCDB-02 POWEREDGE R910 SERVER


56 POWEREDGE R710 BHK9JQ1 PMH-COMPU-01 POWEREDGE R710 SERVER

57 POWEREDGE R710 BN83FQ1 PMH-PRDSQLCL-03 POWEREDGE R710 SERVER

58 POWEREDGE R710 BN91FQ1 PMH-PRDSQLCL-01 POWEREDGE R710 SERVER

59 POWEREDGE R710 C6GVNS1 PMH-MARSAPP-01 POWEREDGE R710 SERVER

60 POWEREDGE R710 C6JRNS1 Pmh-Archive-06 POWEREDGE R710 SERVER

61 POWEREDGE R910 CFBQ4P1 PMH-DOCDB-01 POWEREDGE R910 SERVER

62 123738-001 D927CSF1A013 PMH-PFS3_OLD PROLIANT 1600R SERVER, 6/550 512 128 US

63 POWEREDGE R710 DKL2NM1 PMH-XENEPIC-29 POWEREDGE R710 SERVER

64 POWEREDGE R710 DKM2NM1 PMH-ACSCTXST02 POWEREDGE R710 SERVER

65 POWEREDGE R710 DZ3WJM1 PMH-EXCHHUB-3 POWEREDGE R710 SERVER

66 347905-001 EA2BMFT32K PHHSDALECC01 PROLIANT DL580 G2 SERVER, 3.0GHZ

67 POWEREDGE R710 HS7MMN1 PMH-DOCCTX-01 POWEREDGE R710 SERVER

68 POWEREDGE R710 HS7NMN1 PMH-DOCCTX-02 POWEREDGE R710 SERVER

69 7979-AC1 KQARCPM DALDIRP01 XSERIES 3650 SERVER, E5345 2.33GHZ

70 457925-001 MXQ919A4GB PMH-CH-CTX01 PROLIANT DL360 G5 E5420 2GB



73 8853-G5U 99CD948 PDPDPSC705 BLADESERVER HS21 E5430 SERVER


75 8853-G5U 99CD957 PDCNPSC813 BLADESERVER HS21 E5430 SERVER



78 8853-G5U 99CD984 PDCTRAC702 BLADESERVER HS21 E5430 SERVER

79 8853-G5U 99CD985 PDEMCCC709 BLADESERVER HS21 E5430 SERVER

80 8853-G5U 99CF681 PHDACXC910 BLADESERVER HS21 E5430 SERVER



83 8853-G5U 99CF688 ND127 BLADESERVER HS21 E5430 SERVER

84 POWEREDGE R710 99FYWL1 PMH-SPSQL02 POWEREDGE R710 SERVER

85 POWEREDGE 2950 9G7H63J PMH-XCELERA-TST POWEREDGE 2950 SERVER

86 POWEREDGE R710 9l43vl1 PMH-ENTRIZE-2 POWEREDGE R710 SERVER

87 POWEREDGE R710 9VDGSL1 PMH-TDOCDB-1 POWEREDGE R710 SERVER

88 NS480-AUX APM00095102365 04.30.000.5.525 CELERRA NS480 UNIFIED STORAGE

89 NS482-A APM00095102365-NAS NS482-A NS480 INT-2DM-4GB-4 CU GIGE PORTS

90 POWEREDGE 2600 B9W7P31 PMH-OMNICELL POWEREDGE 2600 SERVER

91 POWEREDGE R710 BRLFSL1 PMH-DESACC-1 POWEREDGE R710 SERVER

92 POWEREDGE R710 CGCMMN1 PMH-PFS-REPORT POWEREDGE R710 SERVER

93 POWEREDGE R710 CGCNMN1 PMH-SWISS-01 POWEREDGE R710 SERVER

94 J9021A CN117XI0DL ND173 SWITCH, PROCURVE 2810,24 PORT,10/100MBPS

95 J9021A CN117XI0H1 ND172 SWITCH, PROCURVE 2810,24 PORT,10/100MBPS


Page 55 of 76

96 J9021A CN919XI04C ND174 SWITCH, PROCURVE 2810,24 PORT,10/100MBPS

97 J9021A CN919XI04R ND175 SWITCH, PROCURVE 2810,24 PORT,10/100MBPS

98 POWEREDGE R710 CQRPQL1 PMH-CATHREG POWEREDGE R710 SERVER

99 155618-003 D210DYV3K216 PMH-ANSOS-1 PROLIANT DL580 G1 SERVER, 900-2M 2P US

100 235438-001 D216JZG1K614 PMH-PFS1 PROLIANT DL380 G2 SERVER, 1.26GHZ

101 202175-001 D248FSY1D128 PMHPSTEST PROLIANT DL580 G2 SERVER, 1.9-1M 2P

102 POWEREDGE R710 DJ4YWL1 PMH-SPSQL01 POWEREDGE R710 SERVER

103 POWEREDGE R710 DYHQ3M1 PDLVMCTR01 POWEREDGE R710 SERVER

104 POWEREDGE R710 DZ2XJM1 PMH-EXCHHUB-1 POWEREDGE R710 SERVER

105 352529-001 EA0BLDND2F PMHPSINT PROLIANT DL380 G3 SERVER, 3.2GHZ

106 POWEREDGE R710 FJ4YWL1 PMH-SPWEB02 POWEREDGE R710 SERVER

107 POWEREDGE R710 FJYD5M1 PDCOREAPPDEV POWEREDGE R710 SERVER

108 POWEREDGE R710 FRL33M1 PMHESXACS01 POWEREDGE R710 SERVER

109 POWEREDGE R710 FYHQ3M1 PDCALLCTRSP POWEREDGE R710 SERVER

110 POWEREDGE R710 GJYD5M1 PDCOREAPPDR POWEREDGE R710 SERVER

111 POWEREDGE R710 GRL33M1 PDESXACS02 POWEREDGE R710 SERVER

112 POWEREDGE R710 GZ3X4P1 PMHESXACS04 POWEREDGE R710 SERVER

113 POWEREDGE 2900 H2HP53J PMH-XCELERA-1 POWEREDGE 2900 SERVER

114 POWEREDGE R200 HDMD3L1 PMH-XPERTCON POWEREDGE R200 Rack SERVER

115 POWEREDGE 2900 HF65PH1 PDTERAREC01 POWEREDGE 2900 SERVER

116 POWEREDGE R710 HRL33M1 PMHESXACS03 POWEREDGE R710 SERVER

117 POWEREDGE R710 HSDN4M1 PHDAPAR-24G-040810-1 POWEREDGE R710 SERVER

118 POWEREDGE R710 HZ3X4P1 PMHESXACS05 POWEREDGE R710 SERVER

119 POWEREDGE R710 JJYD5M1 PMHSSAPP01 POWEREDGE R710 SERVER

120 POWEREDGE 1950 JR96KH1 PMHARCSIBHTCT POWEREDGE 1950 SERVER

121 POWEREDGE R710 JSDN4M1 PHDAPAR-24G-040810-2 POWEREDGE R710 SERVER

122 POWEREDGE R710 JZ3X4P1 PMHESXACS06 POWEREDGE R710 SERVER

123 8853-AC1 KQAPCWB PHDACXC105 BLADESERVER HS21 SERVER

124 8853-AC1 KQAPCWF PHDACXC307 BLADESERVER HS21 SERVER

125 8853-AC1 KQAPCWH PHDACXC202 BLADESERVER HS21 SERVER

126 8853-AC1 KQAPCWL PHDACXC112 BLADESERVER HS21 SERVER

127 8853-AC1 KQAPCWZ PHDACXC213 BLADESERVER HS21 SERVER

128 8853-AC1 KQAPCXD PHDACXC113 BLADESERVER HS21 SERVER

129 8853-AC1 KQAPCXL PDCXCTRXDBC301 BLADESERVER HS21 SERVER

130 8853-AC1 KQAPCXV PHDACXC309 BLADESERVER HS21 SERVER

131 8853-AC1 KQAPCXW PHDACXC310 BLADESERVER HS21 SERVER

132 8853-AC1 KQAPCYC PHDACXC110 BLADESERVER HS21 SERVER

133 8853-AC1 KQAPCYP PHCTXC214 BLADESERVER HS21 SERVER

134 8853-AC1 KQAPCYX PHDACXC314 BLADESERVER HS21 SERVER

135 8853-AC1 KQAPCYZ PHDACXC210 BLADESERVER HS21 SERVER

136 8853-AC1 KQAPCZG PHDACXC207 BLADESERVER HS21 SERVER

137 8853-AC1 KQAPCZK PHDACXC209 BLADESERVER HS21 SERVER

138 8853-AC1 KQAPCZN PHDACXC312 BLADESERVER HS21 SERVER


Page 56 of 76

139 8853-AC1 KQAPCZP PHDACXC212 BLADESERVER HS21 SERVER

140 292887-001 M03XLGP71V PMH-VCIMS PROLIANT DL360 G3 SERVER, 2.4 512K CAC 5

141 505684-001 MX205000G3 PDTSERV001 PROLIANT DL320 G6 SERVER, 2.4GHZ

142 399522-001 MX271803TL PMH-COMPU-GATEWAY PROLIANT DL360 G5 SERVER (399522-XX1)

143 470064-654 MX28340138 NSERV10 PROLIANT DL320 G5P SERVER

144 470064-654 MX283700WM NSERV6 PROLIANT DL320 G5P SERVER

145 470064-654 MX283700WV NSERV7 PROLIANT DL320 G5P SERVER

146 646901-001 MXQ25002W2 MXQ25002W2 PROLIANT DL360P G8 SERVER, 2 x E5-2640

147 668814-001 MXQ3330142 MXQ3330142 PROLIANT DL360E G8 SERVER, E5-2407 2.2GH

148 668814-001 MXQ33400S6 MXQ33400S6 PROLIANT DL360E G8 SERVER, E5-2407 2.2GH

149 668814-001 MXQ33400S7 MXQ33400S7 PROLIANT DL360E G8 SERVER, E5-2407 2.2GH

150 646901-001 MXQ33500HZ MXQ33500HZ PROLIANT DL360P G8 SERVER, 2 x E5-2640

151 646901-001 mxq33600n3 mxq33600n3 PROLIANT DL360P G8 SERVER, 2 x E5-2640

152 668814-001 MXQ33605ZR MXQ33605ZR PROLIANT DL360E G8 SERVER, E5-2407 2.2GH

153 668814-001 MXQ33605ZT MXQ33605ZT PROLIANT DL360E G8 SERVER, E5-2407 2.2GH

154 646901-001 mxq3380t9z mxq3380t9z PROLIANT DL360P G8 SERVER, 2 x E5-2640

155 470064-513 MXQ810A0LX PHS TACACS PROLIANT DL360 G5 SERVER 2.33GHZ, 2GB

156 416564-001 MXQ818A0UM PMH-PROLOG-1 PROLIANT DL360 G5 W/ 2X2.66GHZ, 2GB MEM

157 416564-001 MXQ832A169 PDITASST02 PROLIANT DL360 G5 W/ 2X2.66GHZ, 2GB MEM

158 416564-001 MXQ832A16U PDITASST01 PROLIANT DL360 G5 W/ 2X2.66GHZ, 2GB MEM

159 416564-001 MXQ832A174_oos PDITASST03 PROLIANT DL360 G5 W/ 2X2.66GHZ, 2GB MEM

160 457925-001 MXQ919A2FT PSREC PROLIANT DL360 G5 E5420 2GB

161 457925-001 MXQ920A5BL PSTEL PROLIANT DL360 G5 E5420 2GB

162 647339-B21 USE151NL84 ND1 DL120 G7 PLUGGABLE 4LFF CTO CHASSIS

163 647339-B21 USE151NL8C ND2 DL120 G7 PLUGGABLE 4LFF CTO CHASSIS

164 647339-B21 USE151NT8C ND3 DL120 G7 PLUGGABLE 4LFF CTO CHASSIS

165 647339-B21 USE151NT8E ND4 DL120 G7 PLUGGABLE 4LFF CTO CHASSIS

166 311143-001 USE447A040 PMH-PROLOG PROLIANT DL380 G4 SERVER, 3.4GHZ 1MB CA

167 311143-001 USE508A2AR HARMONIE PROLIANT DL380 G4 SERVER, 3.4GHZ 1MB CA

168 399778-001 USE612N5T5 PMH-PIMS PROLIANT DL580 G3 X7020 DC, 1GB (1P)

169 470063-705 USE623N2X5 PMH-AHLERS-1 PROLIANT DL380 G4, 3.0GHZ, 2MB, 2GIG RPS

170 391835-B21 USE721NB56 PMH-RADPLUS PROLIANT DL380 G5 SERVER, CTO

171 391835-B21 USE743NDN9 PMH-APPSUPPORT1 PROLIANT DL380 G5 SERVER, CTO

172 399524-B21 USE820NAQP PHDAIM01 PROLIANT DL360 G5 BASE SERVER

173 399524-B21 USE820NAQQ PHDAPS01 PROLIANT DL360 G5 BASE SERVER

174 487797-001 USE911N1NX NSTORE8 PROLIANT DL320 E6400, 1GB

175 487797-001 USE911N1NZ NSTORE5 PROLIANT DL320 E6400, 1GB

176 487797-001 USE911N3BZ NSTORE2 PROLIANT DL320 E6400, 1GB

177 487797-001 USE911N4B8 NSTORE7 PROLIANT DL320 E6400, 1GB

178 487797-001 USE911N4BA NSTORE1 PROLIANT DL320 E6400, 1GB

179 487797-001 USE911N4BC NSTORE0 PROLIANT DL320 E6400, 1GB

180 487797-001 USE911N4BF NSTORE3 PROLIANT DL320 E6400, 1GB

181 487797-001 USE916N2ZH NSTORE4 PROLIANT DL320 E6400, 1GB


Page 57 of 76

182 487797-001 USE916N2ZJ NSTORE6 PROLIANT DL320 E6400, 1GB

183 354571-001 USM5340067_oos PMH-PHARM-WEBSERV1 PROLIANT DL360 G4 3.4GHZ SERVER

184 380325-001 USM60604Y9 PMH-MED-RECS-4 PROLIANT DL360 G4P SERVER,3.0GHZ,800FSB

185 378705-001 USM6360430 PMHESXACS05 PROLIANT DL360 G4P, 2-WAY 1 X 3.6GHZ

186 410788-001 USM63702K1 PMH-COMPU-2 PROLIANT DL320 G4 P650 A80 SERVER

187 380079-001 USM63704KL PMH-COMPU-1 PROLIANT DL360 G4p X3.4-2MB/800, 2GB SCS

188 380079-001 USM63704L8 PMH-COMPU-3 PROLIANT DL360 G4p X3.4-2MB/800, 2GB SCS

189 9119-FHA 02625A5 P595Y PSERIES MODEL 595 SERVER

190 8205-E6C 06ADE0R ND142 POWER 740 EXPRESS SERVER

191 POWEREDGE R710 15JRCP1 PMH-PROVATIONAP POWEREDGE R710 SERVER

192 POWEREDGE R710 1M0RXQ1 PMH-XENEPIC-13 POWEREDGE R710 SERVER

193 POWEREDGE R710 1M1NXQ1 PMH-XENEPIC-07 POWEREDGE R710 SERVER


195 POWEREDGE R710 1M2PXQ1 PMH-XENEPIC-09 POWEREDGE R710 SERVER

196 POWEREDGE R710 1M2QXQ1 PMH-XENEPIC-05 POWEREDGE R710 SERVER



199 POWEREDGE R710 1M3RXQ1 PMH-XENEPIC-11 POWEREDGE R710 SERVER

200 POWEREDGE R710 2Q099P1 PMH-ADC-03 POWEREDGE R710 SERVER

201 POWEREDGE R710 2Q199P1 PMH-ADC-01 POWEREDGE R710 SERVER

202 PROLIANT DL380 2UX71101F7 PMH-RADBIOMED PROLIANT DL380 SERVER

203 458562-001 2UX84200B1 PMH-ARCSIGHT-COLL PROLIANT DL380 G5 SERVER X5450 3.0GHZ QC

204 459584-005 2UX90801AB PMH-CH-SQLC02 PROLIANT DL380 G5, 2.83 E5440 2GB

205 459584-005 2UX90801E9 PMH-CH-VMH02 PROLIANT DL380 G5, 2.83 E5440 2GB

206 459585-005 2UX91301V6 PMH-CH-VMH03 PROLIANT DL380 G5 E5440 4GB, 2P

207 459585-005 2UX91301XX PMH-CH-VMH01 PROLIANT DL380 G5 E5440 4GB, 2P

208 459585-005 2UX91301Z6 PMH-CH-SQLC01 PROLIANT DL380 G5 E5440 4GB, 2P

209 458561-001 2UX91601C3 PHDAPAR-040810-3 PROLIANT DL380 G5 SERVER, E5460 4G QC

210 458561-001 2UX92004F2 PSMAINS0 PROLIANT DL380 G5 SERVER, E5460 4G QC

211 530779-005 2UX94300Z9 PMH-VLINK-01 PROLIANT DL380 G6 SERVER

212 POWEREDGE R710 30V0NL1 PMH-XPERDATA POWEREDGE R710 SERVER

213 POWEREDGE R710 36YY5V1 PMH-PIECEST-3 POWEREDGE R710 SERVER

214 POWEREDGE R710 36YZ5V1 PMH-PIECEST-5 POWEREDGE R710 SERVER

215 POWEREDGE R710 36ZP5V1 PMH-PIECEST-1 POWEREDGE R710 SERVER

216 POWEREDGE R910 4FBQ4P1 PMH-DOCIN-02 POWEREDGE R910 SERVER

217 POWEREDGE R710 1JW3TR1 PMH-SCANNET-02 POWEREDGE R710 SERVER

218 POWEREDGE R710 1LYQXQ1 PMH-XENEPIC-16 POWEREDGE R710 SERVER

219 POWEREDGE R710 1LZLXQ1 PMH-XENEPIC-06 POWEREDGE R710 SERVER

220 POWEREDGE R710 1LZMXQ1 PMH-XENEPIC-04 POWEREDGE R710 SERVER

221 POWEREDGE R710 1LZNXQ1 PMH-XENEPIC-08 POWEREDGE R710 SERVER


223 POWEREDGE R710 1M0PXQ1 PMH-XENEPIC-02 POWEREDGE R710 SERVER

224 POWEREDGE R710 1M4KXQ1 PMH-XENEPIC-10 POWEREDGE R710 SERVER


Page 58 of 76



227 POWEREDGE R710 1M5KXQ1 PMH-XENEPIC-12 POWEREDGE R710 SERVER

228 1723-HC1 23AB123 ND100 MONITOR, 17 INCH 1U FLAT PANEL KIT

229 9119-FHA 262555B P595-X PSERIES MODEL 595 SERVER

230 9119-FHA 2625A5 P595-Y PSERIES MODEL 595 SERVER

231 POWEREDGE 2950 2DXZ3J1 PDTERAREC02 POWEREDGE 2950 SERVER

232 8204-E8A 06FDF13 PHHSLAWPRD PSERIES P6 550 EXPRESS SERVER

233 7315-CR3 1026C8A PHHSHMC04 HARDWARE MANAGEMENT CONSOLE, 3.06GHZ

234 1723-HC1 1026C8Akeyboard PHHSHMC04 KB MONITOR, 17 INCH 1U FLAT PANEL KIT

235 8233-E8B 1047CFT ND145 SERVER, POWER 750 EXPRESS

236 8233-E8B 1047D0T ND146 SERVER, POWER 750 EXPRESS





241 7042-CR4 1062ADB PHHSHMC01 HARDWARE MANAGEMENT CONSOLE

242 7042-CR4 10638CB PHHSHMC02 HARDWARE MANAGEMENT CONSOLE

243 7316-TF3 108550J PHHSHMC04 MONITOR, 17-INCH FLAT PANEL RACK-MOUNTED

244 9117-MMA 10CD521 PHHSVI04 PSERIES MODEL 9117-MMA P570 SERVER

245 7028-6C4 10-F79AA 7028-6C4 PSERIES MODEL 630 SERVER

246 POWEREDGE R710 15JPCP1 pmh-provationdb POWEREDGE R710 SERVER

247 POWEREDGE R710 53NXXR1 PMH-XENEPIC-26 POWEREDGE R710 SERVER

248 POWEREDGE R710 53QSXR1 PMH-XENEPIC-22 POWEREDGE R710 SERVER

249 POWEREDGE R710 53QTXR1 PMH-XENEPIC-24 POWEREDGE R710 SERVER

250 POWEREDGE R710 53wwxr1 PMH-XCELERA-IRT POWEREDGE R710 SERVER

251 POWEREDGE R710 5kr7vl1 PMH-ENTRIZE-1 POWEREDGE R710 SERVER

252 POWEREDGE R710 5KYD5M1 PDCOREWEB2 POWEREDGE R710 SERVER

253 POWEREDGE R710 5T9ZKM1 PMH-EXCHMBX-3 POWEREDGE R710 SERVER

254 POWEREDGE R710 5TBYKM1 PMH-EXCHMBX-5 POWEREDGE R710 SERVER

255 POWEREDGE R710 5TBZKM1 PMH-EXCHMBX-1 POWEREDGE R710 SERVER

256 POWEREDGE R710 5TCXKM1 PMH-EXCHMBX-7 POWEREDGE R710 SERVER

257 POWEREDGE R710 5TCYKM1 PMH-EXCHJRN-1 POWEREDGE R710 SERVER

258 236084-001 6J24JZS1Y06N PMH-RAD-RPT PROLIANT DL360 W/1.26GHZ CPU 1GB MEM

259 236084-001 6J25JZS1300T PMH-SYSPULSE-1 PROLIANT DL360 W/1.26GHZ CPU 1GB MEM

260 308724-001 6J34LGP1H03T PMH-EPIC-2 PROLIANT DL360 G3 SERVER, 2.8GHZ

261 292887-001 6J35KYD1Y00R PMH-WFC PROLIANT DL360 G3 SERVER, 2.4 512K CAC 5

262 292887-001 6J36KYD1201J PMH-EMR-CITRX PROLIANT DL360 G3 SERVER, 2.4 512K CAC 5

263 308724-001 6J36LGP1V006 PMH-EPIC-5 PROLIANT DL360 G3 SERVER, 2.8GHZ

264 POWEREDGE R710 6KYD5M1 PDCOREWEBDR POWEREDGE R710 SERVER

265 POWEREDGE R710 6VDN4M1 PHDAPAR-12G-040810-1 POWEREDGE R710 SERVER

266 POWEREDGE R710 79FYWL1 PMH-SPAPP01 POWEREDGE R710 SERVER



Page 59 of 76

268 POWEREDGE R710 89FYWL1 PMH-SPWEB01 POWEREDGE R710 SERVER

269 POWEREDGE R710 8MFJXQ1 PMH-SPWEB01 POWEREDGE R710 SERVER


271 8853-G5U 99BD563 ND108 BLADESERVER HS21 E5430 SERVER

272 8853-G5U 99BD570 PDCNPSC811 BLADESERVER HS21 E5430 SERVER





Page 60 of 76

Windows Servers

Virtual

NP CD 350

DC6 470

Physical

NP CD 170

DC6 131

TOTAL 1121

ESX Servers

NP CD 100

DC6 105

TOTAL 205

Cisco B-Series


Page 61 of 76

Appendix B.2 - Data Center Systems Software

Systems Software

SolarWinds environment consists of approximately 19 servers monitoring our entire infrastructure via three Polling engines with the intent to add another in the near future. The following modules are currently in use.

Module Name Version

Orion Platform 2015.1.2

Network Configuration Manager 7.3.2

Server & Application Monitor 6.2.1

Network Performance Monitor 11.5.2

IP Address Manager 4.3

Integrated Virtual Infrastructure Monitor 2.1.0

User Device Tracker 3.2.2

VoIP and Network Quality Manager 4.2

Database Performance Analyzer 9.2.0

Patch Manager 2.1

NetFlow Traffic Analyzer 4.1.1

Firewall Security Manager 4

Storage Manager 5.1.0

Orion Platform 2015.1.2

EMC Avamar

Enterprise Vault

2 x Avamar M1200 Nodes

Data Domain

DD7200 Head Unit

9 x ES30-45TB Shelves

DDBoost License

Replication License

Encryption License


Page 62 of 76

Tivoli Storage Manager

Location TSM server name

TSM version Library

Drive type and number

Dallas TSM15I v 6.3.3.0 STK8500

LTO tape library - 12 LTO4

dalshrdd880-05

VTL library - 80 LTO drives

ARC PMHTIVSM

v 5.5.4.3 IBM 3584

LTO tape library - 7 LTO2 and 4 LTO4

Nimbus (Vendor supplied)

Monitoring / Alerting Details

SevOne (Vendor supplied)

Capacity Mgmt

Cisco UCS Director Automation of Server Provisioning

VMware Site Recovery Manager

Disaster Recovery


Page 63 of 76

Appendix B.3 - Data Center Supported Databases

MS SQL Server – as of Mar 2016

Count Physical/Virtual Processor for License

Memory Storage

SQL Server Express

92

31 Physical 60 225 GB 35 TB

60 Virtual 108 320 GB 50 TB

SQL Server Std. 108 3 SQL clusters – 2 physical nodes;

2 SQL Clusters – 2 virtual nodes

42 Physical 82 1.6 TB 70 TB


SQL Server Ent. 35 7 SQL Clusters – 2 physical nodes;

2 SQL Clusters – 2 virtual nodes

22 Physical 52 1.8 TB 45 TB



Page 64 of 76

Oracle – as of Mar 2016

CPU Count

Clustered / Single-Instance

Prod /

Non-Prod

AIX/

Windows

Enterprise Edition

Cerner 10 2-Node Cluster Prod AIX

Cerner Test 2 Single-Instance AIX

Cerner DR 4 Standby Prod AIX

Clarity 14 Single-Instance Prod AIX

Clarity Non-Prod 5 Single-Instance AIX

PeopleSoft 7 Single-Instance Prod AIX

PeopleSoft Non-Prod 6 Single-Instance AIX

Kronos 1 Single-Instance Prod AIX

Cactus 4 Single-Instance Prod AIX

Cactus/Kronos Non-Prod 2 Single-Instance AIX

Standard Edition

Computrition Prod 2 Single-Instance Prod VM Windows

Computrition Non-Prod 2 Single-Instance VM Windows

DB2 software Install Composition in Parkland – as of Mar 2016

CPU Count

Clustered / Single-Instance

Prod /

Non-Prod

AIX/

Windows

WorkGroup Edition

( akin to Standard Edition)

Lawson 8 Single-Instance Prod AIX

Lawson Non-Prod 6 Single-Instance AIX


Page 65 of 76

Appendix B.4 - Data Center Supported Middleware

PROD : Cloverleaf

Version : 5.8.7

Space : 668g

MEM : 30g

UNIX / AIX : AIX 6100-09-01-1341

Interface Count : 284

Data retention 1 year

TEST : Cloverleaf

Version : 5.8.7

Space : 252g

MEM : 40g

UNIX / AIX : AIX 6100-09-01-1341


No data retention

DR : Cloverleaf copy of Prod

Version : 5.8.7

Space : 275g

MEM : 8g

UNIX / AIX : AIX 6100-09-01-1341


No data retention


Page 66 of 76

Appendix B.5 - Provider Data Center Facilities

The Parkland Health and Hospital System’ primary datacenter (DC6) which is owned and managed by Atos is located at 2828 North Haskell, Dallas, Texas 75235, with the secondary Data Center (NP CD) located at our main hospital, 5200 Harry Hines Blvd, Dallas, TX 75235. All other sites have smaller computer rooms to house local servers and LAN services.

It is our intention to gradually configure the NP CD to be the primary data center and the new data center the secondary or DR data center. Also, the VMware View and VMWare VSphere environments will be configure to be Active/Active in both data centers.

WAN Connectivity and Location Details

Parkland WAN diagram v5.5 9MAR2016.vsd

Data Center LAN Topology

DC6

DDC_-_Building_6.vsd

NP CD

NPH Data-Distribution_access_L3 11-16-15.vsd


Page 67 of 76

Appendix B.6 - Data Center Personnel

Parkland Staff

Data Center Operations Administrator

Sr. Network Engineers

Sr. Systems Engineers

Systems Engineer Manager

Epic Infrastructure Manager

Network / Telecom Director

Technical Services Director


Page 68 of 76

Appendix B.7 - Data Center Agreements and Licenses

Electricity Feeds Parkland Hospital Campus has four utility feeds that come to the Central Utility Plant (CUP). Two feeds are from Maple substations and two feeds are from Record Crossing substation – direct feeds. All 4 of the feeds are from ONCOR and terminate at the CUP for distribution to the NPH Campus. Any two feeds can support the campus electrical needs. There is sophisticated switch gear / tie breakers that automatically transfer loads if a feeder(s) goes down. If we happen to have a total electrical failure, (highly unlikely) the CUP has seven 2500KW generators that provide emergency power to the campus.

Generators Capacity at CUP

- (7) CUMMINS DQLE-1201392 Generators - 2.5MW output capacity (each) - 590 gallons of fuel per hour, consumption - INSIGHT system-monitor software running on internal - Source: CUP Records/technician assistance

The new central utility plant will ensure that Parkland’s electricity and utilities are self-sufficient for at least 36 hours in the event of inclement weather or a blackout.

Battery Backup Capacity The NPH UPS system consists of: Load Monitor Circuitry Automatic Transfer Switching Flywheel Load Transfer, PDU1 – PDU4 load support during backup power transfer Diesel Generator Last Resort Utility Battery Bank, PDU1B – 4B load support during backup power transfer The vendor is: Eaton Size = 1100 kVA Time = 20 min. Critical Site Solutions CSS – Distributer EATON - Manufacture Eaton Powerware Uninterruptable Power Supply SCI #939511-J-CSS


Page 69 of 76

Provides 30 MINUTES BACKUP TIME AT 1000kW of LOAD. Supports CD BUSS “B” PDUs 1B – 4B Source: CSS Product Quotation # 141122J dated 1/15/2015 The battery UPS supports one side of the BUSS duct, the Flywheel UPS supports the other BUSS duct. Both feeds to the CD Cabinets have power filtration and UPS, only difference is one is on Flywheel and the other on Battery, and both are backed up by the emergency generators.

Parkland 1100kVA _ PDU Quotation 1-15-15.pdf

C&D Battery Information.pdf

Capacitor Recommendations.pdf

FlyWheel Capacity ACTIVE POWER – Distributer CD Electric Room – Location Supports CD PDUs 1 – 4, Flywheel backup supports PDUs 1B – 4B (2) ACTIVE POWER UPS-600Z Series Systems consist of (3) cabinet “types”: Cabinet Types INPUT/OUTPUT SYSTEM CONTROL FLYWHEEL, Zseries supports three flywheel cabinets per SYSTEM CONTROL Constant motion while “unloaded” 480V output to the Load (PDUs) during power loss switch-over 15 to 90 second wind-down (commercial loss/generator) time depending on USER LOAD

Power Feeds to racks (2) Separate STARLINE BUSS Power 208/120VAC 3-phase Power Circuits Power supplied by PDUs 1 through 4 located in the CD Electric room and 1B thru 4B, located in the lower level Battery Room (unmarked). Each PDU has (2) switched inputs from diverse switch/commercial feeds Individual breakers add additional rack protection to rack power strips

Power Distribution Units EATON – Distributer (8) total, (4) located in CD Electric Room (PDU 1 – 4), (4) in Battery Room (1B – 4B) Multi-breaker cabinet enclosure 480V input from EATON primary/secondary switching gear Internal “step-down” transformer Multi 208/120VAC outputs, 60Hz


Page 70 of 76

CRAC Units Chilled Water, 026 kW, Downflow, Chilled water, Standard motor-curved fan, “A” 460V/3phase/60hz motor power, 2-way valve-standard pressure, “A” standard configuration (7 labeled “3 thru 7” in the CD, but “1 thru 5” on the network application) CRAC UNITS located in the CD, fed through raised floor, networked, mini-mate located on 18th floor by helipad for radio room. Liebert – Manufacture/distributer Non- humidifier units in the CD Chill water fed from CUP. No belts (solid-state fans). Network is supposedly closed without external access Control temperature by SUPPLY AIR FLOW sensors RACK TEMP VARIABLE - doors sensors (2) are averaged to provide the monitored cabinet temperature 68 degree was the standard, vendor did not make an alternate recommendation.

PRE-ACTION Fire Suppression System PRE-ACTION System specifies that suppression system pipes in the CD are NOT “filled” with water). Ceiling sensors (incorporated in the Smart Smoke Detection System “VESDA”) use vacuum to constantly sample the CD air supply for smoke (the smoke of a single match strike is enough to trigger the sensor). This is a “Pre-Alarm” condition. If the “smoke trigger” dissipates before a predetermined period of time, back to normal Monitoring state. If the “smoke trigger” exceeds the pre-determined Pre-Alarm time frame, a series of sensors and valves allow water to the pipes, LOADED, but no discharge. Should the ceiling temperature monitor sensors detect 165 degree ceiling temp for a customer defined/specified time, the water is released.

Standard Rack Make and Model Chattsworth Products INC. (CPI) – Manufacture/distributer Network Cabinet 46U vertical/32”width/48” depth, part# TS1C10758 Server Cabinet 46U vertical/24”width/48”depth, part# TS1C10759 DATACENTER CABINETS MUST BE VENTILATION/EXHAUST DUCT COMPLIENT


Page 71 of 76

Appendix B.8 - Data Center-Related Work in Progress

Chimneys for the IBM and EMC racks for the NP CD.

Fire Suppression System details – Water is the current system


Page 72 of 76

Appendix B.9 - Data Center-Related Future Initiatives

Hyper Converge Appliances

Epic Cache on Red Hat Enterprise Linux VM’s

Network Connectivity Upgrades and Modifications


Page 73 of 76

Appendix B.10 – Definitions

"Help Desk" means the facilities, associated technologies, and staff who (i) respond to contacts,

coordinate all Incident, Problem, and request management activities related to the Services, and

act as a point of contact for The Client Help Desk and, as appropriate, The Client IT managers, and

(ii) provide Level 2 Support and Level 3 Support, as necessary.

"Relationship Manager" means the individual designated by The Provider and approved by The Client

to be the Relationship Manager for The Provider. The Provider Relationship Manager is also referred

to in this Agreement as The Provider Service Delivery Manager.

"Application" or "Application Software" means any application software, including both Type I

Applications and Type 2 Applications, but not Operating System software.

"Availability" means the degree in which a system, subsystem, and/or Equipment is operable to

provide its intended purpose.

"Change" means a change to the environment in which the Services are provided, such as a change

to the facilities, hardware, System Software, Application Software, Data Network, processes, tools, or

procedures used to perform the Services.

"Change Management" means the Services provided by The Provider to manage Changes, including

the process of identifying, recording, classifying, tracking, and implementing Changes.

"Change of Control" means, with respect to any entity or organization, that Control of that entity or

organization, or all or substantially all of the assets of that entity or organization, is acquired by a

person or entity, or group of persons or entities acting in concert, whether such acquisition is

accomplished directly or indirectly or in a single transaction or series of related transactions.

"The Client Help Desk" means the help desk maintained by The Client as the initial point of contact

for, and to provide Level 1 Support for, End Users.

"Contract Year" means a period of 12 consecutive months commencing on the Effective Date or any

anniversary thereof during the Term.

"Control" means, with respect to any entity or organization, the possession, directly or indirectly, of

the power to direct or cause the direction of the management and policies of that entity or organization,

whether through the ownership of voting securities (or other ownership interest), by contract or

otherwise.

"Critical" means a Client system that The Client has designated for the highest priority for recovery in

connection with the Disaster Recovery Plan.

"Data Network" means the networking equipment, circuits, and other transport systems, cabling, and

Software used to connect Mainframe, Midrange, and Server computers to End Users, other

computers, or external services.

"Data Network Services" means the Ongoing Services included in the Data Network Services

Tower.


Page 74 of 76

"Disaster Recovery Plan" means a document setting forth the methods The Provider and The Client

will use to recover from a disaster or other event that disables its operations, including activities from

the declaration of the disaster to the successful implementation of the recovery efforts.

"Equipment" means devices, including associated hardware, firmware, connections, cable, and

infrastructure, such as racks, used in the performance of the Services.

"HIPAA'' means the Health Insurance Portability and Accountability Act of 1996, as defined at

42 U.S.C. § 1320d through d-8.

"IMAC" means installation, move, add, change, or deletion activity.

"Incident" means an event that is not part of the normal operation of an Ongoing Service and that

causes, or may cause, an interruption to, or a reduction in the quality of, that Ongoing Service.

"IT" means information technology.

"ITIL" means the Information Technology Infrastructure Library, as published by the Office of

Government Commerce of the United Kingdom.

"LAN" means a portion of the Data Network consisting of a Local Area Network, which is a

local, high-speed network, consisting of equipment, software, transparent systems, interconnect

devises, wiring and cabling, and other devices, used to create, connect, and transmit data, voice, and

video signals to, within, or among segments of the network. A LAN is typically confined within a

limited geographic area, such as a single building or group of buildings.

"Level 1 Support" means support that is provided by The Client Help Desk as the initial point of

contact for End Users.

"Loss" means any claim, liability, obligation, injury, damage, or other loss (including taxes and

related penalties if applicable), and any related costs and expenses (including reasonable attorneys'

fees and disbursements and costs of investigation, litigation, settlement, judgment, appeal, interest,

fines and penalties).

"Midrange" means, or pertains to, AIX-based computers and Third-Party Managed Servers that

provide processing for applications and databases to End Users or other computers over the Data

Network. "Midrange and Facilities Services" means the Ongoing Services included in the Midrange

and Facilities Tower.

"Non-Critical” means a Client system that The Client has designated for the lowest priority for recovery

in connection with the Disaster Recovery Plan.

"Operating System" means a set of base control programs that manage the sharing of the resources of a

computer, such as Microsoft Windows and UNIX.

"Party" has the meaning specified in the Background section of this Agreement.

"The Client Help Desk" means the help desk maintained by The Client as the initial point of contact

for, and to provide Level 1 Support for, End Users.

"The Client Software" means any and all software owned or licensed by any member of the Parkland

Enterprise that is used in connection with the Services.


Page 75 of 76

"Problem" means an underlying cause of one or more Incidents. A Problem is often a condition

identified as a result of multiple Incidents exhibiting common symptoms. However, a Problem can

also be identified from a single significant Incident that is indicative of an unknown error for which

the impact is significant.

"Problem Management" means the Services provided by The Provider to manage Problems,

including the process of tracking, finding, managing, and resolving the root cause of a Problem

and returning the Services to the normal operating level.

"Release" means, with respect to any Third Party Software, a set of related changes to the Third

Party Software that is available for implementation.

"RCA / Root Cause Analysis" means an analytical activity undertaken to determine the underlying

reason for an Incident, Problem, or applicable failure to meet a Service Level.

"SAN" means a Storage Area Network, including all of the associated storage elements, storage

devices, cabling, control software, and network connectivity.

"Server" means, or pertains to, computers that are not Mainframe or Midrange computers and that

provide shared processing or resources (e.g., printing, fax, Type I and Type 2 Application

processing, databases, e-mail, proxy, firewalls, and backup capabilities) to End Users or other

computers over the Data Network.

"Server and Facilities Services" means the Ongoing Services included in the Server and Facilities

Tower.

"Service Request" means a request for a Service that is authorized in accordance with procedures

approved by The Client.

"Services" means, collectively, the Transition Services, the Ongoing Services, and the Termination

Assistance Services.

"Severity Level I" means, with respect to an Incident or Problem, a high-impact Incident or

Problem, as the case may be, that critically impacts The Client’s ability to conduct business, as

reasonably determined by The Client. It may include a major platform outage, a failure of one or

more Critical Applications, a Data Network circuit outage, or a multi-day outage.

"Severity Level 2" means, with respect to an Incident or Problem, a medium-impact Incident or

Problem, as the case may be, that impacts several End Users but does not critically impact the

Client Enterprise's ability to conduct business, as reasonably determined by The Client. It may

include a Data Network or platform outage, a failure of one m· more non-Critical Applications, an

Incident or Problem that involves an environmental issue, or the loss of a segment of the Data

Network.

"Severity Level 3" means, with respect to an Incident or Problem, a low-impact Incident or

Problem, as the case may be, that affects few End Users and has no major impact on The Client

Enterprise's ability to conduct business, as reasonably determined by The Client.

"Severity Level 4" means, with respect to an Incident or Problem, a low-impact Incident or

Problem, as the case may be, that affects a small number of End Users and for which a work

around is available, as reasonably determined by The Client.


Page 76 of 76

"Site" means a location from which any of the Services will be performed or delivered. "Software"

means any or all software owned or licensed by The Provider or any of its Affiliates or subcontractors or

by any member of The Client Enterprise that is used in connection with the Services.

"System Software" means Operating System software and Type 2 Application Software.

"Transition" means the Transition Plan, as defined in section 1.7 Service-Specific Milestones, as

such plan may be modified, supplemented and updated from time to time by mutual written

agreement of the Parties.

"Type 1 Application" means an application that is maintained, supported and enhanced by The Client

or a third party vendor contracted by The Client. Type 1 Applications consist of business and

hospital applications and the database software supporting those applications, such as Epic,

Cerner, and PeopleSoft, as well as the email application (Exchange) and IT security applications (anti-

spam, antivirus, content filtering, account provisioning).

"Type 2 Application" means an application, other than an Operating System, that is maintained,

supported, and enhanced by The Provider, such as for Domain Name Services, Dynamic Host

Configuration Protocol, distributed printing, file sharing, Active Directory, and Citrix.

"Type 3 Application" means an application that is maintained, supported and enhanced by The Client or a

third party vendor contracted by The Provider. Type 3 Applications consists of the data warehouse

application on the Data Warehouse appliance and other third party appliances such as McKesson.

"Virus" means any software, code, routine, device or other element that is designed to disable,

damage, impair, erase, deactivate or electronically repossess any software or other work product or

which is designed to permit, or is capable of permitting, unauthorized access to or intrusion upon,

or disabling, erasure, or interference with, any Client systems, any Client Software, any Client

Confidential Information, or any Client Enterprise Data.

"WAN" means a portion of the Data Network consisting of a Wide Area Network, which is a long

haul, high speed backbone transmission network, consisting of equipment, software, transport systems,

interconnect devices, wiring and cabling, and other devices, used to create, connect, and transmit data,

voice, and video signals between The Client LANs and non-Client locations for which The Client is

responsible following connectivity.

Documents

Parkland Hospital Data Center and IT Services RFP