Data center colocation rfpl by server computer room cleaning

Douglas County Libraries 100 South Wilcox Street Castle Rock, CO 80104

Request for Proposal Co-location Services Solution

RFP # 2011-002 Closing Date: 03/04/2011 Closing Time: 1:00 P.M MST

TABLE OF CONTENTS

Table of Contents 1 Statement of Work 4 1.1 Purpose...................................................................................................................................4 1.2 Coverage & Participation.......................................................................................................4 2 General Information 4 2.1 Original RFP Document........................................................................................................4 2.2 The Enterprise........................................................................................................................4 2.3 Schedule of Events.................................................................................................................7 2.4 Existing Technology Environment........................................................................................8 3 Proposal Preparation Instructions 10 3.1 Vendor’s Understanding of the RFP....................................................................................10 3.2 Good Faith Statement..........................................................................................................10 3.3 Communication....................................................................................................................10 3.4 Proposal Submission............................................................................................................11 3.5 Method of Award.................................................................................................................12 3.5.1 Selection and Notification.............................................................................................12 4 Additional Terms and Conditions 12 4.1 No Publicity or Promotion...................................................................................................12 4.2 Confidentiality.....................................................................................................................13 i. Confidential Information....................................................................................................13 4.3 Respondent’s Submission....................................................................................................13 4.4 Personal Information............................................................................................................13 4.4.1 General..........................................................................................................................13 4.4.2 Requested Personal Information..................................................................................13 4.5 Non-Disclosure Agreement.................................................................................................14 4.6 Costs.....................................................................................................................................14 4.7 Intellectual Property ............................................................................................................14 4.8 Respondent’s Responses......................................................................................................14 4.9 Governing Law....................................................................................................................14 4.10 No Liability........................................................................................................................14 4.11 Entire RFP..........................................................................................................................14 5 Scope of Work, Specifications & Requirements..................................................................15 5.1 Co-location / Hosting ..........................................................................................................20 5.2 Technical and Managed Services.........................................................................................27 5.3 Recovery Capabilities..........................................................................................................35 5.4 Engagement Methodology...................................................................................................40 5.5 Cloud Services.....................................................................................................................43 5.6 Migration Services...............................................................................................................52

RFP#: 2011-002

5.7 Professional Services...........................................................................................................54 6 Vendor Qualifications and References 55 7 Budget & Estimated Pricing 56 8 Vendor Certification 57 Schedule “A” Notice of Intention...........................................................................................59 1 Cabinet:................................................................................................................................60 During the term of this agreement, “The Vendor” shall use reasonable efforts (remedy for non-performance requirements for the environment: alternate internet carrier 11 service provider, alternate location with same level of service, redundant IP and power circuits, HVAC) to make the service available for 99.95% of the time in any calendar month, which translates to a maximum of 22 minutes of unavailability per calendar month. The service is deemed unavailable if any of the following conditions is not met:.......................................62 I. The service is unresponsive or responds with an error.......................................................62 DCL caused unavailability such as configuration errors, scheduled maintenance or usage capacity in excess of the Customer purchased amount will not be considered unavailability. In the event DCL experiences unavailability due to Vendor’s failure to provide the service, DCL will be eligible to receive Credits as described below. ................................................62 “Credit(s)” means that, for each consecutive period of 60 minutes of unavailability in excess of a total of 22 intermittent minutes of unavailability in any calendar month, DCL service period will be extended by two days, at no charge. Credits will not apply if:..........62

RFP: Douglas County Libraries

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Statement of Work 1.1

Purpose

The purpose of this Request for Proposal (RFP) is to invite prospective vendors to submit a proposal to supply Data Center Co-location Services to the Douglas County Libraries. The RFP provides vendors with the relevant operational, performance, service, and architectural requirements of the solution. 1.2

Coverage & Participation

The intended coverage of this RFP, and any agreement resulting from this solicitation, shall be for the use of all departments at the Douglas County Libraries along with its 6 branch locations. The Douglas County Libraries reserves the right to add and/or delete elements, or to change any element of the coverage and participation at any time without prior notification and without any liability or obligation of any kind or amount. 2

General Information 2.1

Original RFP Document

The Douglas County Libraries shall retain the RFP, and all related terms and conditions, exhibits and other attachments, in original form in an archival copy. Any modification of these, in the vendorâ&#x20AC;&#x2122;s submission, is grounds for immediate disqualification. 2.2

The Enterprise

The Douglas County Libraries is a Colorado special district formed in 1990 serving Douglas County with a current population of approximately 287,000. The Library has three full service branches in Castle Rock (45,750 square feet), Highlands Ranch (42,000 square feet) and Parker (20,293 square feet); two neighbourhood libraries in Lone Tree (9750 square feet) and Roxborough (5584 square feet); satellite branches in Louviers and Castle Pines. Administrative and technical support services are housed in the Castle Rock library. The Douglas County Libraries is a passionate advocate for literacy and lifelong learning. Our vision is to through engagement, education and entertainment, transform lives and build community. The libraryâ&#x20AC;&#x2122;s website address is: www.DouglasCountyLibraries.org. Over the past ten years, the Douglas County Libraries has mostly worked on physical infrastructure: adding and expanding service locations and replacing staff with mechanized processes. Over the next couple of years, we will be investing in our technology infrastructure. While we have long been a leader in this area (we were the first Internet site in Douglas County; we were the first public library in the state to deploy RFID-based self-

RFP#: 2011-002

check, etc.) it is clear that the rise of e-publishing and self-publishing is an industry challenge. We are confident that the library will remain a vibrant and vital institution in our community, and within our society. This will require intelligent investment not only of public funds, but of public intelligence. Our plans include the development of prototype display technologies to “browse” electronic content, and the leveraging of “cloud” technologies to free up staff time and expense. The format of books, music, and video may change. But our responsibility to provide equitable public access to them does not; our mission is not to promote books, but to promote literacy and lifelong learning. Not all of our methods depend on computers and switches. On the other hand, amid discussions of Internet neutrality, and the rise of the Internet as a utility, the cooperative purchasing power of the library remains as significant as ever. Summary of the Douglas County Libraries Environment

Location Castle Rock Castle Pines Highlands Ranch Louviers Lone Tree Parker Roxborough

# of Floors 1 1 2 2 1 1 1

Approximate # of Users

All locations have a 3COM based LAN environment, with 5500G series core switches and 2948 SFP and 4500G series edge switches. Douglas County Libraries currently does not have any colocation space. Servers & Applications The Douglas County Libraries’ primary datacenter is out of our Castle Rock location, with an alternate small scale Data Center out of our Highlands Ranch Location. All other sites have smaller computer rooms to house local servers and LAN services. It is our intention to centralize most systems to the datacenter(s) with which we partner out of this process. When centralization is complete, we would still have local servers running VMware ESX to host applications that (in our view) absolutely must remain distributed. These applications will be: Domain Controller/DHCP/DNS/WINS Print Services Software Distribution Points Network monitoring end-points RFP: Douglas County Libraries

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Most server hardware is IBM, and Dell servers, predominantly X3650, and PowerEdge 2950, 1750 and 850 series models. Exceptions include server appliances that are SAN devices (FalconStor NSS HC630 and LeftHand SAN).

Key applications for Douglas County Libraries: Sirsi Dynix Horizon 7.5 (Integrated Library System), MS BPOS, Drupal 6.0 CMS, 3M Library RFID self-checkout system, Techlogic AMH, ITG AMH, 2008 Active Directory. Firewalls 2 Cisco ASA 5510 WAN and Internet Access Qwest’s QMOE WAN provides for most DCL offices Internal (Secure) Network to connect to each other through the Qwest QMOE Cloud. Castle Rock, as the current primary datacenter, has a 200Mb connection to these networks, and Highlands Ranch as the Alternate Data Center also has a 200 Mb connection while Parker, Lone Tree and Roxborough each have a 100 Mb connection; Castle Pines a Point-to-Point T1 connection and Louviers a Comcast 256K Cable connection. While on our Public Network that provides Patron Internet Services, each location is on a DSL Connection ranging from 5MB connections in Parker, a 7MB connection at Lone Tree and Roxborough, 3 7MB Connections in Castle Rock and a 20 MB and 7MB connection at Highlands Ranch. (Note: In sites were they are multiple DSL’s they are currently not bonded). We are considering using a centralized internet for both Public and staff and V-LANing to keep each of the segments separate so we can also eventually do bandwidth shaping.

Network Management PC, Server and network management is performed by IT staff using these tools: Viewfinity Systems Management Suite, ADManager Plus, and What’s Up Gold. Remote Management Viewfinity, RDP, RealVNC, VPN, Telecommunications The Douglas County Libraries telecom environment is comprised of Qwest equipment as listed below: Castle Rock: Catalyst 3750 Highlands Ranch: Catalyst 3750 Lone Tree: Catalyst 3750 and Parker: Catalyst 3750 Roxborough: Catalyst 3750

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We also have for voice a 3Com NBX 5000 at each, except at Roxborough where it is a port off of the Castle Rock’s NBX.

This RFP considers: •

Basic Co-location competencies

•

Technical and managed services delivery capabilities.

•

Disaster Recovery capabilities.

•

Engagement methodology.

•

Cloud services

•

Migration services

•

Vendor qualifications and references.

•

Cost and Length of Contract

The Douglas County Libraries has undertaken a comprehensive requirements exercise for its Co-location Services needs, which includes provisioning, services management, monitoring, and recovery of server platforms, data storage, and network services. The Douglas County Libraries is looking for a solution and service delivery model that will provide excellent value and meet defined needs. 2.3

Schedule of Events

The following is a tentative schedule that will apply to this RFP, but may change in accordance with DCL’s needs or unforeseen circumstances. Item Issuance of RFP Technical Questions/Inquiries Due DCL Responses Due RFP Closes Complete Initial Evaluation DCL internal approvals & award notification Contract completion

RFP: Douglas County Libraries

Date February 4th 2011 February 18th February 23rd March 4th (1:00 PM MST) March 10th March 17th March 21st 2011

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2.4

Existing Technology Environment

The following is a description of DCL’s current technology environment considered to be within scope of the RFP. Categories Sub-Categories Data Architecture Enterprise Databases Applications Security Architecture Access to enterprise apps, data, networks, etc. Platforms Windows Servers (OS) Unix Servers (OS) Linux Servers (OS) Enterprise Servers Enterprise Storage Enterprise Storage

Current Solutions Sybase 2.5, MySQL 5.5, SQL Server 2005/2008 Horizon 7.3, AD 2008, DFS, Websense 7.1, MS Dynamics GP 10, ESIP, IIS 6 Cisco VPN IPsec and SSL, MS AD 2008

Server 2000/2003/2008 R2 Standard None RedHat Enterprise 4, RedHat Enterprise 5 VMware vSphere 4.0 FalconStor NSS HC630, LeftHand P4500 and P4000

Network Wide Area Networks Network Monitoring Voice Services Other DCL Owned Equipment Racks Network Routers/Switches

Qwest QMOE Ethernet What’s Up Gold! Time Warner/Qwest PRI ISDN APC Cisco 1800/1900, Cisco 3700, 3Com 5500G, 4500G

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Server Hardware Vendor

Server model

IBM(Horizon)

X3650

Dell(Aquabrowser)

PowerEdge 2950

IBM(PSMAD01)

X3650

IBM(PSMFS01)

X3650M2

Dell(Websense)

PowerEdge 1850

IBM(ESX1)

X3650

IBM(ESX2)

X3650

IBM(ESX3)

X3650

HP(NAS)

1500S

Dell(LH SAN Console) Dell(LH Chassis)

PowerEdge 1950 PowerVault MD1000

FalconStor(NSS01)

Whitebox

FalconStor(NSS02)

Whitebox

RFP: Douglas County Libraries

Local Storage Usage (6) SCSI146GB (3) SCSI146GB (6) SAS146GB (11) SAS146GB (2) SCSI146GB (2) SAS146GB/(4) SAS-300GB (2) SAS146GB/(4) SAS-300GB (6) SATA1TB (4) SATA250GB (2) SATA250GB (15) SATA750GB (16) SAS450GB (8) SATA1TB

# of Processors 1 1 1 1 1

Type of Processor QC Xeon 3.33GHz QC Xeon 3.0GHz QC Xeon 2.5GHz QC Xeon 2.4GHz Xeon 3.2GHz

RAM 8GB 4GB 8GB 6GB 4GB

DC Xeon 2.66GHz

48GB

DC Xeon 2.66GHz

48GB

1 1 1 None

DC Xeon 3.0GHz P4 3.2GHz Xeon 2.66GHz None

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42GB 1GB 4GB None

Proposal Preparation Instructions 3.1

Vendorâ&#x20AC;&#x2122;s Understanding of the RFP

In responding to this RFP, the vendor accepts the full responsibility to understand the RFP in its entirety, and in detail, including making any inquiries to DCL as necessary to gain such understanding. DCL reserves the right to disqualify any vendor who demonstrates less than such understanding. Further, DCL reserves the right to determine, at its sole discretion, whether the vendor has demonstrated such understanding. That right extends to cancellation of award if award has been made. Such disqualification and/or cancellation shall be at no fault, cost, or liability whatsoever to DCL. 3.2

Good Faith Statement

All information provided by DCL in this RFP is offered in good faith. Individual items are subject to change at any time. DCL makes no certification that any item is without error. DCL is not responsible or liable for any use of the information or for any resulting claims. 3.3

Communication

Verbal communication shall not be effective unless formally confirmed in writing by the specified procurement official in charge of managing this RFP process. In no case shall verbal communication govern over written communication. Vendorsâ&#x20AC;&#x2122; inquiries, questions, and requests for clarification related to this RFP are to be directed via e-mail to: Attention: Monique Sendze Job Title: Associate Director of Information Technology Telephone: (303) 688-7617 E-mail: msendze@dclibraries.org With a copy directed via e-mail to: Attention: Kathy Thomas Job Title: Purchasing Specialist Telephone: E-mail: kthomas@dclibraries.org Applicable terms and conditions herein shall govern communications and inquiries between DCL and vendors as they relate to this RFP.

RFP#: 2011-002

Informal Communications shall include, but are not limited to: requests from/to vendors or vendors’ representatives in any capacity, to/from any DCL employee or representative of any kind or capacity with the exception of DCL for information, comments, speculation, and so on. Inquiries for clarifications and information that will not require addenda may be submitted verbally to the party named above at any time. Formal Communications shall include, but are not limited to: •

Questions concerning this RFP: Questions must be submitted in writing via the email address provided and be received prior to February 18th 2011

•

Errors and omissions in this RFP and enhancements: Vendors shall bring to DCL any discrepancies, errors, or omissions that may exist within this RFP. With respect to this RFP, vendors shall recommend to DCL any enhancements that might be in the best interests of DCL. These recommendations must be submitted via e-mail and be received prior to February 18th 2011

•

Inquiries about technical interpretations must be submitted in writing via the email address provided and be received prior to February 18th 2011

•

Inquiries for clarifications/information that will not require addenda may be submitted verbally to the buyer named above at any time during this process.

•

Verbal and/or written presentations and pre-award negations under this RFP.

•

Addenda to this RFP.

DCL will make a good-faith effort to provide a written response to each question or request for clarification that requires addenda within 2-3 business days. Written responses will be delivered via e-mail. All questions, answers, and addenda will be shared with all recipients. DCL will not respond to any questions/requests for clarification that require addenda, if received by DCL after February 18th 2011 3.4

Proposal Submission

Proposals must be delivered sealed to: Name: Kathy Thomas Job Title: Purchasing Specialist Address: 100 South Wilcox Street Castle Rock, CO 80104 DCL shall not accept proposals received by fax. Vendors are to submit one (1) original copy of proposal marked “Original” and Three (4), marked “Copy.” Each original and copy must

RFP: Douglas County Libraries

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be individually bound. Please provide at least one electronic copy on a CD or USB Flash Drive. DCL will not accept proposals delivered via e-mail. 3.5

Method of Award

The evaluation of each response to this RFP will be based on its demonstrated competence, compliance, format, and enterprise applicability. The purpose of this RFP is to identify those suppliers that have the interest, capability, and financial strength to supply DCL with a Colocation Services solution identified in the Scope of Work. However, if DCL does not find a suitable vendor within the RFP process, DCL is not obligated to award the project to any vendor. . Evaluation Criteria (no weighting is implied by order of listing): 1. Co-location competencies. 2. Technical and managed services delivery capabilities. 3. Recovery capabilities. 4. Engagement methodology. 5. Cloud services capabilities 6. Migration services capabilities/methodology 7. Vendorâ&#x20AC;&#x2122;s qualifications and references. 8. Cost and Length of Contract. 3.5.1

Selection and Notification

Vendors determined by DCL to possess the capacity to compete for this contract will be selected to move into the negotiation phase of this process. Written notification will be sent to these vendors via mail. Those vendors not selected for the negotiation phase will not be notified. 4

Additional Terms and Conditions 4.1

No Publicity or Promotion Respondents shall not make any public announcement or distribute any literature regarding this RFP or otherwise promote itself in connection with this RFP, without the prior written approval from DCL.

RFP#: 2011-002

4.2

Confidentiality i.

Confidential Information

All correspondence, documentation and information of any kind, provided to any Respondent, in connection with or arising out of this RFP or the acceptance of any Response: a) b) c) d)

4.3

Remains the property of DCL. Must be treated as confidential. Must not be used for any purpose other than for replying to this RFP and for fulfillment or any related subsequent process or agreement. Must be returned upon request.

Respondent’s Submission

All correspondence, documentation and information provided in response to or because of this RFP may be reproduced for the purposes of reviewing the Respondent’s submission to this RFP. If a portion of a Respondent’s Response is to be held confidential, such provisions must be clearly identified in the Response.

4.4 4.4.1

Personal Information General

Depending on the circumstances, DCL may require information related to the qualifications and experience of persons who are proposed or available to provide services. This may include, but is not limited to resumes, documentation of accreditation and/or letters of reference. The Respondent should not submit as part of its Response any information related to the qualifications, experience of persons who are proposed or available to provide services unless specifically requested. Unless specifically requested, any such information, whether in the form of resumes or other documentation, will be returned immediately to the Respondent. DCL will treat this information in accordance with the provisions of this Section 4.4 Personal Information and DCL Questions and Answers on Information Management Practices, available upon request. 4.4.2

Requested Personal Information

Any personal information that is requested from each Respondent by DC shall only be used to consider the qualified individuals to undertake the project/services and to confirm that the work performed is consistent with these qualifications. It is the responsibility of each Respondent to obtain the consent of such individuals prior to providing the information to DCL

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will consider that the appropriate consents have been obtained for the disclosure to and use by DCL of the requested information for the purposes described.

4.5

Non-Disclosure Agreement

DCL reserves the right to require any Respondent to enter into a non-disclosure agreement satisfactory to DCL. 4.6

Costs

This RFP does not obligate DCL to pay for any costs of any kind whatsoever that may be incurred by a Respondent or any third parties in connection with the Response. All Responses and supporting documentation shall become the property of DCL subject to claims of confidentiality in respect of the Response and supporting documentation. 4.7

Intellectual Property

The Respondent should not use any intellectual property of DCL including but not limited to all logos, registered trademarks or trade names of DCL, at any time without the prior written approval of DCL as appropriate. 4.8

Respondentâ&#x20AC;&#x2122;s Responses

All accepted Responses shall become the property of DCL and will not be returned. 4.9

Governing Law

This RFP and the Respondentâ&#x20AC;&#x2122;s Response shall be governed by the laws of Colorado. 4.10 No Liability DCL shall not be liable to any Respondent, person or entity for any losses, expenses, costs, claims or damages of any kind: Arising out of, or by reason of, or attributable to, the Respondent responding to this RFP. b) As a result of the use of any information, error or omission contained in this RFP document or provided during the RFP process. 4.11 Entire RFP a)

This RFP, any Addenda to it, and any schedules listed below constitute the entire RFP. 4.12

Definitions

RFP#: 2011-002

The following terms are defined as in this section unless otherwise specified. i. “The Vendor” means the company delivering the Project. ii. “DCL” means Douglas County Libraries. iii. “The Project” means the Data Centre Colocation project with requirements stipulated in Section 5 of this document. iv. “Remote hand” means physical access to and operation of the equipment in the rack by qualified technical personnel of the vendor under the direction of DCL’s technical staff. “RFP” means this Request for Proposal 5

Scope of Work, Specifications & Requirements Currently, all our production servers are located in our Castle Rock library data center. Current equipment to co-locate occupies 1 42U Rack. The hosting service provider is responsible for providing power conditioning (main and UPS), environmental control/protection (fire, flood, temperature, humidity etc.), and security and access control. In addition, the service provider also provides “remote hand” to physically access the servers if needed. 1. Server Racks Requirements a. The Vendor shall provide 1 42U rack, 600mm wide and at least 950mm in depth. (DCL can alternatively provide its own rack as well) b. All racks shall have lockable perforated doors at the back and the front c. Partition shelves should be available if required d. Cabling to each rack should either be fed through using either under floor (in a raised floor facility) or ceiling cable tray or trunking e. Power & data cabling should be in separate tray or trunking 2. Power Supply Requirements a. 1 120V 30AMP dual power feed is required for rack. (48 usable amps) b. Each power feed should not come from the same phase c. Each power feed should be fed from independent breaker d. L6-30R power connections e. Expected requirement for power circuit utilization for rack on day1 must not exceed 80% f. All power feed must be protected from brownout, spike & surge by Uninterrupted Power Supply, with capacity to supply stable power up to 45 minutes after power failure g. The Data Center power should be backed up by a Power Generator, which should be in service within 45 minutes of any power failure. h. Power Generator should have fuel supply for at least 7-days continuous operation. i. 3 PDUs will be needed for the rack (vendor can supply or customer can supply)

RFP: Douglas County Libraries

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3. Environmental Control/Protection a. The Data Center facility shall be protected by gas based fire suppression system with pre-active dry pipe water fire suppression system. b. Fire detection system shall be in place. E.g. smoke and/or heat detector c. Water leakage detection system shall be in place to detect possible water damage due to leakage or flooding d. Temperature, humidity and static control shall be in place. Temperature shall be kept between 15 and 20 degree Celsius. Humidity shall be between 40% and 60% to avoid static electricity. Anti-static flooring should be used to prevent excess static build up. e. Air Conditioning system should provide 24x7 cooling and humidity control with redundancy in case of break down. 4. Security and Access Control a. 24-hour Security monitoring shall be in place. CCTV monitoring and recording on common access area and entrances should be provided. All access doors of entrances shall have a security lock with access control system to record and control access. b. All entries and accesses to the Data Center shall be logged and can be reviewed by DCL. c. All equipment delivery and removal from the Data Center shall be recorded d. Data Center shall provide Access Control only allowing authorized persons to access secured areas. 5. Network and Communication Facilities a. The facility should provide easy access for any major telecom company to provide data communication infrastructure for DCL b. Internet access shall be provided by the facility to DCL by an Internet 11 carrier of 100mbps dedicated at least. c. Private EVC connectivity of at least 200MB to DCLâ&#x20AC;&#x2122;s QMOE WAN - 1 Gateway to Qwest QMOE WAN for 6 sites. d. Burstable (10mbps) layer 2 connectivity to the DR location e. Minimum of 64 /26 IP addresses f. CAT6 cabling required for rack g. 1000MB port sizes h. The Vendorâ&#x20AC;&#x2122;s network infrastructure shall have process, procedure and capacity to mitigate Denial-of-Service (DoS) or Distributed Denial-of-Service (DDoS) attacks originated outside of the facility. Suitable technology/technique, e.g. black-hole routing (RTBH), sinkhole routing should be pre-configured and employed to limit or stop such attack. In case of such attack targeting DCL, the Vendor shall be able to provide temporary burstable bandwidth to cater for such attack, should it be required.

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i. j.

The Vendor shall be able to provide and manage multi-home, WAN access e.g. router with BGP and AS Number with different telecom supplier. Network performance reports/tools shall be available for monitoring the shared network.

6. Cloud Services (IAAS) a. Private Cloud environment with at least 2 AMD/Intel or better Dual Processors 6 cores with 64GB of RAM each. (Vendor should provide pricing for 128GB and 256GB). b. VMware vSphere 4.1 Enterprise Plus c. Storage for Private cloud needed 250GB d. Pricing: the vendor shall provide the following pricing tiers for storage and Virtual machines.

Storage Tiers Tier 1 50GB

Tier 2 51GB – 250 GB

Tier 3 251GB – 500GB

Tier 4 501GB – 1TB

Tier 5 1TB – 1.5TB

4 GB Bundle

8 GB Bundle

16 GB Bundle

2048 MB/2GB

4096 MB/4

80GB

160GB

8192 MB/8 GB 320GB

16384 MB/16 GB 640GB

Fast Storage (SAS) Slow Storage (SATA) Pricing

Service Atrribute RAM Disk Space Pricing

Virtual machines Bundles 1GB Bundle 2 Gb Bundle 1024 MB/1 GB 40GB

7. Disaster Recovery Services a. Vendor should be able to provide disaster recovery services to accommodate DCL’s Business Continuity Requirements: RTO = 12hours RPO = 8hours for all business critical systems. RFP: Douglas County Libraries

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b. Vendor should provide layer 2 connectivity from the primary to the DR site of 100 MB max (burstable at increments of 10mb). c. External Storage required at DR site is at approximately 250 - 500 GB – DCL is also requiring 2 virtual servers at the DR site with 1 processor, 4GB RAM and 50 GB Storage to replicate our Falconstor data and our Horizon database data. DCL has acquired the Falconstor NSS Virtual Appliance License with a NSS Virtual Appliance Storage capacity of 4TB. Application Snapshot Director for VMware ESX, FalconStor Storage Replication Adapter (SRA) for VMware Site Recovery Manager, FalconStor Failback Manager for VMware Site Recovery Manager & Multi-Site Cluster Adapter are some of the main tools and methods DCL expects to employ/deploy in case of a DR. d. Location of the DR site should be in a different geographical area than the primary site. 8. Miscellaneous a. The facility shall provide onsite “remote hands” for physical access to the DCL equipment, e.g. power cycle equipment, remove/insert CD or other media, report on status of equipment (warning lights & status light), report on physical state of equipment etc. b. The Vendor shall have proven process and procedure for tracking issues and requests from DCL. c. Location of the Data Center facility should be easily accessible by public transport and should not be located near our Castle Rock office. d. The Vendor shall be subject to DCL Security Audit as and when required by DCL or DCL external auditor. 9. Service Levels a. The Vendor shall guarantee the following service levels in addition to the above Technical Requirements: b. Data Centre uptime of 99.95% per year. A service is deemed failed if any of the following conditions is not met: I. Power: Nominal Out Voltage 230V with less than 5% distortion at full load. Frequency for 50 Hz nominal +/- 3Hz II. Network: Internal network within datacenter, response time <3ms to any IP within datacenter. Ping time to local network (DCL) <30ms. III. Cooling and humidity control: Temperature should be kept within 15 to 20 degree Celsius. Humidity shall be between 40% and 60% c. 24x7 round the clock on-site NOC support and monitoring are required. d. For any security breaches like break-in to data center, racks, un-authorized access or vandalism to DCL equipment etc., DCL IT primary contact should be notified within 15 minutes according to the escalation list provided by DCL. e. Incident reports for all reported incidents shall be available within 48 hours from the report of incident

RFP#: 2011-002

All scheduled maintenance shall be pre-notified by at least 10 days, and for major service interruptions at least a 4 weeks’ notice is needed. And in an emergency within 15 minutes of vendor being aware.

10. Implementation Services The professional services for this Project should cover the following: a. Basic hardware and network setup b. Documentation for the processes and procedures like NOC Support procedures, Incident Report procedures, Incident Handling Process etc. 11. Information Security a. The Vendor shall follow DCL Information Security Policy and Guidelines set out on personal and co-operation data security. b. Vendor’s Information Security Policy is subject to DCL review if needed. 12. Service Acceptance The overall project acceptance can be broken down into acceptances at various levels: i. Delivery, setup of racks ii. Functionality of the integrated system like networks, NOC operation iii. Performance of monitoring system & reporting system iv. Quality of service provided Under this acceptance framework, the vendor should fulfill the scope of services described in section 5. In addition, interested vendors may provide additional acceptance criteria and the related plan in detail in their proposals. For each of the following categories indicate the functionality of the proposed solution. Complete the tables by either entering a response where prompted or placing an “x” in the appropriate column for each criterion and provide your response to the item. Answers must represent the current state of the offering or service. Use the following legend as a guide for the appropriate response:

Response SUP MOD 3RD CST FUT NS

Description Supported as part of the default offering. Supported through modifications to existing offering and/or through increase from standard pricing. Supported through third-party solutions or provisioning. Requires customization and changes to base vendor processes. Future service or offering that will be included as part of an existing product development roadmap. Not supported.

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5.1

Co-location / Hosting

Basic services provided by co-location vendors are essentially a commodity, however it is important that each vendor provide at least a basic level of service that is acceptable for the Douglas County Libraries. Requirements that are specific to DCL’s needs, such as geographical location, level of availability, and power capacity, will help DCL to narrow the search for a colocation vendor. Included criteria are: • Primary and Operational Mirror Site Locations. • Availability. • Carrier Routes. • Additional power capacity in primary and operational mirror sites. • Standby power in primary and operational mirror sites. • Support and maintenance. • Power metering. • Monitoring and technical support. • Pricing.

# CL1

Item

Primary & operational mirror site locations CL2 Primary & operational mirror site locations CL3 Operationa l mirror site location in relation to primary site CL4 Availabilit y

Description Primary hosting site for the solution must be located within the United States of America.

SUP

MOD

3RD

CST

FUT

Operational mirror site must be located within the United States of America.

Operational mirror site must be located at least 75km from the primary site.

The primary hosting site provide at least 99.95% availability or is classifiable as a Tier 2 facility at least. Tier 3 preferable.

RFP#: 2011-002

# CL5

Item

SLAs for availability

CL6 Carrier routes CL7 Redundant communica tion links CL8 Additional power capacity in primary & operational mirror sites CL9 Additional power capacity in primary & operational mirror sites CL10 Standby power in primary & operational mirror sites CL11 Standby power in primary & operational mirror sites

Description The vendor must provide standard SLAs available for at least tier 2 colocation site availability. Describe how the SLAs are monitored, enforced, and reported on.

SUP

MOD

3RD

Both the primary and mirror sites should be connected by two or more diverse routes using the organizationâ&#x20AC;&#x2122;s existing carrier. Redundant communications links must exist between both primary and operational mirror sites.

The primary and operational mirror sites have spare capacity (power, cooling, etc.) sufficient to be able to provide additional capacity for unpredicted demand on the facility.

Can the vendor provide evidence/commentary that the operational mirror site has spare capacity (power, cooling, etc.) able to provide additional capacity for unpredicted demand on the facility?

How long can the primary site run on standby power?

How long can the mirror site run on standby power?

RFP: Douglas County Libraries

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# CL12

Item

Audit Results

Description Is a SAS 70 type II audit available to the DCL?

SUP

MOD

3RD

CST

FUT

Is the relevant audit from above refreshed semi-annually, annually and available to DCL? Are details regarding the site’s physical security practices (e.g., security guards, card key access, monitoring tools, secure loading docks, no unescorted access, etc.) provided by the vendor? Please explain.

CL13 Support & maintenanc e CL14 Power Metering

Will DCL be provided the “right to audit” vendor solutions, facilities and, processes either through documentation or a hard audit process? Can the vendor provide documented evidence or commentary of ongoing support and preventative maintenance processes for facility and engineering components and sub-systems? Are power offerings for co-located equipment metered?

RFP#: 2011-002

# CL15

Item

Monitoring and Technical Support

Description Is monitoring and technical support (remote-hands) available during normal business hours (8a-9p MST)?

SUP

MOD

3RD

Are the hours and support/monitoring available described by the vendor adequate? Is monitoring and technical support (remote-hands) available after-hours (9p – 7a MST)? Can the vendor provide sufficient detail regarding the hours and support/monitoring available including such things as pager, alert, or escalation availability?

CL 16 SLA response time for support CL 17 Service vendor access

Is simple 24x7x365 “remote hands” service available (e.g. someone on-site can be directed on the phone to power off/on equipment, enter commands, unplug/plug in electrical or network cables, etc.)? Note any limitations or charges associated with this service. Are standard response time SLAs for support available? Provide adequate details about the SLAs for support response time?

Are DCL’s service vendors (and staff) able to access facility? Describe access procedures for the DCL’s service vendors (and staff) to access the facility? Are DCL’s service vendors (and staff) provided access to the bidders’ support ticketing system/escalation procedures? Describe method of access available to the DCL and its service vendors?

RFP: Douglas County Libraries

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# CL 18

Item Pricing

Description Is the co-location pricing in the proposal tied to the length or term of contract? Is the pricing tied to the entire length of the contract? Provide detailed unit pricing for a contract period of 3 and 5 years (or number of years required).

CL19

Work Areas/ Office Space

Describe any available work areas (onsite or nearby) where customer IT and customer vendor staff can operate during site visits, disasters, etc.

SUP

MOD

3RD

CST

FUT

RFP#: 2011-002

# CL20

Item Fire Protection and Prevention

Description Safety procedures. All procedures are documented and well planned in case of an emergency. DCL is able to look over existing documents to ensure that a plan is in place.

SUP

MOD

3RD

Emergency exit. There is at least one emergency exit in the data center in case of a fire or other incident. Exits are clearly marked. Smoke and heat detection systems. The data center contains smoke detectors as well as heat detectors for early fire detection and prevention. Alarm and signalling systems. The data center contains both alarm and signalling systems, in case of an emergency, to notify personnel in the data center and surrounding building as well as the fire department in case of a fire. Emergency Power Off (EPO). The data center contains an EPO that is visible in case of emergency. The EPO is protected so that it cannot be hit accidentally. Sprinkler system. A sprinkler system is installed in the data center. Pre-action sprinkler systems are a more ideal solution as they are less likely to leak or be set off prematurely. Fire extinguishers. Fire extinguishers are placed in, and around the data center. Fire extinguishers are maintained and checked on a regular basis. Other fire protection. In addition to a sprinkler system, a clean agent fire RFP: Douglas County Libraries

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Additional Comments:

The following pricing table may not apply to vendor pricing structures. It can be used as a guide, or not at all. If the table is not used, vendor must provide managed services pricing for which they want considered in this proposal. Pricing for Contract Term Item Description

1U Rack Space

2U Rack Space

6U Rack Space

12U Rack Space

21U Rack Space

Dedicated full rack 42U

Dedicated space (Per customer supplied 42U rack)

Monthly Colocation Cost Monthly Power Cost / 110v 20A Circuit (“A side, B side”) Monthly Power Cost/ 110V 30A Circuit (“A side, B side”) Monthly Power Cost/ 208V 20A Circuit (“A side, B side”) Monthly Power Cost/ 208V 30A Circuit (“A side, B side”) Initial/Setup Fees Other standard co-

RFP#: 2011-002

location options PDU KVM Switch Other standard power options

5.2

Technical and Managed Services

We have no current plans to use managed services at this time, but the availability of a variety of managed services from one or more providers within a datacenter will be considered a plus. Of particular interest in this area are managed backups, network connectivity, SAN, hardware monitoring & reporting, and hosted PBX services. DCL is considering criteria such as: • Asset management processes. • Provisioning procedures. • Software configuration management. • Hardware configuration management. • Hardware monitoring practices. • Operational support. • Change management processes. • Performance management. • Back-up and restore management. • Security. • Pricing.

# MS1

Item

Asset Manageme nt

Description Able to provide basic asset management processes such as: software/hardware inventory, software hardware catalogue, configuration monitoring and delta reporting, reports on basic asset management activities.

RFP: Douglas County Libraries

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3RD

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# MS2

Item

Software configuratio n manageme nt

MS3 Hardware provisionin g procedures

MS4 Hardware configuratio n manageme nt MS5 Hardware monitoring practices

Description Do the vendor’s service offerings include pricing, refresh cycles, and exceptions for OS upgrades that match the DCL’s needs? Leading vendors provide software configuration management processes which include: corrective maintenance, preventative maintenance (patches), product updates (service packs), and SLAs which are aligned with the DCL’s processes and needs, to ensure systems are working together.

SUP

MOD

3RD

CST

FUT

Can the vendor provide details regarding the process steps, one-time costs, and time frames associated with the movement of DCL owned equipment either in or out of the facility/environment?

Do vendor-provided hardware failover options exist? (e.g. DCL owned production hardware can be failed over to a similar but not organization-owned environment with slight degradation in performance.)

DCL (and its service vendors) can have visibility into the vendor’s incident tracking system. Vendor can provide details about the incident tracking, reporting, and escalation processes when a fault or failure occurs. What are the hours and level of support available including such things as pager, alert or escalation availability. Provide pricing for monitoring capabilities if additional from what is offered as part of the basic co-location services.

RFP#: 2011-002

# MS6

Item

Operational Support

MS7 Performanc e Manageme nt

Description Is there any additional planning, implementation, and operational support available? Provide information on the processes by which operational support for DCL’s servers, storage, and backups will be handled. Is there at least monthly reporting to DCL on baseline data (at least previous month) to current monthly data (CPU, Memory, Disk, Space) in a “raw data” export/format.

SUP

MOD

3RD

CST

Real-Time use of automated system management tools to identify and resolve resource and performance issues. Recommending and assisting with workload and configuration changes to resolve performance problems or to improve performance.

MS8 Data Manageme nt

Detailed pricing of service offerings including monthly pricing and any exceptions. Does the data management tool (if data management tools are being offered) offer granular file-level, directory, filesystem, or server data backup versioning and archiving? Does the tool offer reporting on data utilization, growth, and trend analysis by platform? Does the tool provide efficient utilization of storage tiers (either co-located or as managed services) Provide details of the service offering including monthly pricing and any exceptions.

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# MS9

Item

Backup and Restore Manageme nt

MS10 Change Manageme nt processes

MS11 Offsite storage

Description Can the vendor deliver backup and restoration capacity to operate effectively within DCLâ&#x20AC;&#x2122;s RTO (within 72 hours) and RPO (within 12 hours)?

SUP

MOD

3RD

CST

FUT

Does the vendor have other backup and restore management processes available to DCL using DCLâ&#x20AC;&#x2122;s equipment. If so explain. Provide details of the service offering including monthly pricing and any exceptions. DCL may require some or all of the following change management processes to be adhered to by the vendor: o Logging changes. o Assessing the impact, cost, benefit, and risk of requested changes. o Providing change approval or rejection. o Oversight of the change implementation. o Standard and custom reporting. o Monitoring and reporting the status of change. o Standard Service Level Agreements. o Closing change requests and conducting post-implementation reviews. For the change management processes, can the vendor detail the standard and custom reporting options available, including pricing and exceptions; showing the tiers of SLA in the pricing? If required by DCL, can the vendor provide offsite tape storage services for additional backup? Can the vendor provide details of the service offering including monthly pricing and any exceptions?

RFP#: 2011-002

# MS12

Item

Storage/dat a restore

Description Vendor should have a mature offering surrounding storage/data restore processes. Can the vendor restore from component/hardware failure? Will the vendor accept DCL ad-hoc restore requests? Will the vendor offer integrity checks (media, and backup set)? Can the vendor provide details of the service offering including monthly pricing and any exceptions?

RFP: Douglas County Libraries

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3RD

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# MS13

Item • Other Managed services

•

Description Does the vendor have other IT architecture solutions/services available (technology advice and solutions design) including such items as a standardized repeatable methodology or certified staff (e.g., ITAC, Platform specific certifications, etc.) by platform or by centers of expertise. Are there technology solutions such as server consolidation, virtualization, etc. that would enable the DCL to reduce server footprint and monthly engagement costs? Does the vendor provide support and technical capabilities for network management services including;  SNMP-based device and linkstate monitoring.  QoS reporting, including packet latency, loss, and jitter rates.  Monitoring of network services such as DHCP and DNS.  SLA reporting standard and customized.  Network design services and support. Does the proposal provide details including monthly pricing for Network Services such as;  Internet connectivity offerings.  WAN connectivity services to DCL’s Qwest QMOE WAN network.  Internal leveraged switching.  Managed security services

SUP

MOD

3RD

CST

FUT

Can the vendor provide details of the service offering including monthly pricing and any exceptions?

RFP#: 2011-002

# MS14

Item

Remote access capabilities

MS15 OS Platforms MS16 Security

Description Does the vendor have secure remote access capabilities available for platform/application services support (e.g., DCL supported devices located in vendor facility).

SUP

MOD

3RD

CST

FUT

Can the vendor detail these capabilities and any relevant pricing detailed on a by device/server monthly basis? Can the vendor provide details of the exceptions and any exception pricing to provide the service? Can the vendor provide details regarding their standard policy/approach for addressing client environment security relative to network layer controls, platform controls, and application controls? Can the vendor detail exceptions and any exception-pricing to provide the service? Can the vendor describe in sufficient detail the policies and procedures for dealing with security issues including customer notification and escalation?

MS17 Auditing processes

DCL should be provided the ‘right to audit’ vendor solutions, facilities, and processes either through documentation or a hard audit process (i.e. SAS 70 audit) should any issues arise. • What are the vendor’s policies and procedures related to customer audit?

Additional Comments: The following pricing table may not apply to vendor pricing structures. It can be used as a guide, or not at all. If the table is not used, vendor must provide managed services pricing for which they want considered in this proposal.

RFP: Douglas County Libraries

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Pricing for Contract Term Item Description

Monthl y cost per “intel” or industry standard servers

Monthl y cost per Unix or “midrange” servers

One-time charges related to new provisioning

One-time charges related to deprovisioning

Other Monthl y charges

Comments

Movement of DCL “owned” equipment into environment? (Initial/Setup Fees) Movement of DCL “owned” equipment out of the environment? (Initial/Setup Fees) Software Configuration Management Processes Hardware Configuration Management Processes Change Management Services/Processe s Management Reporting Processes Operational Support for Servers Operational Support for Network Equipment Operational Support for Storage

RFP#: 2011-002

Pricing for Contract Term Item Description

Monthl y cost per “intel” or industry standard servers

Monthl y cost per Unix or “midrange” servers

One-time charges related to new provisioning

One-time charges related to deprovisioning

Other Monthl y charges

Comments

Environment Offsite Tape Storage Other Managed Services: WAN connectivity (100mb, 200mb), Internet services (50Mb, 100mb, 150mb)

5.3

Recovery Capabilities

DCL is considering the following as part of its recovery capabilities criteria: • • • • •

# RS1

RTO and RPO Specifications. Recovery site location and ownership. Recovery methodology standardization. Recovery terms and procedures. Pricing.

Item

RTO and RPO Specification s

Description Able to provide basic site or facility recovery services to operate effectively within DCL’s RTO (within 12 hours) and RPO (within 8 hours)?

SUP

MOD

3RD

CST

Can the vendor provide details on all basic site or facility recovery services?

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# RS2

Item

Recovery Site Ownership RS3

Description Is the target recovery site owned by the vendor or provisioned through a third party?

SUP

MOD

3RD

CST

FUT

Is the target recovery site located at least 75km from the primary site? Recovery Site Location

RS4

• Standardizat ion •

•

Can the vendor provide sufficient details of their recovery methodology and processes? Are vendor recovery needs/process responsibilities, versus customer’s responsibilities, clearly defined? Does the vendor methodology, as described, include a clear and mature business impact analysis to identify severity of impact as an input to recovery scope, timeframe, and priority?

RFP#: 2011-002

# RS5

Item • Recovery Terms and Procedures •

•

Description For a declaration of disaster, can the vendor provide details of service offerings including monthly, and any exception, pricing? For recovery testing, can the vendor provide details of service offerings including monthly pricing, any exceptions, and number of tests per year included? Are resources available to the organization during both test and recovery operations as a part of the standard offerings (i.e. vendor personnel, physical space, site technology)?

SUP

MOD

3RD

CST

Can the vendor provide details regarding the hours and level of support available including such things as pager, alert, or escalation availability?

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# RS6

Item

Pricing

Description The vendor should provide information on the processes by which operational support for the DCLâ&#x20AC;&#x2122;s servers, storage, and backup are handled. o Access/availability. The ongoing monthly fees where DCL pays for access or availability to the recovery site when there is a need. Connection link(s) provisioned at burstable rates in 10 mb increments? o A one-time fee associated with the declaration of a disaster.. o A fee for operating within the site. Fees for the days the customer is actually in the site. The contract may specify a number of days and usage that is included, and any time spent operating in the site over that specified time limit is billed at an additional daily or weekly rate. o Is there a standard pricing table available for the vendor's DR services? o Can the vendor detail exceptions and any exception-pricing to provide standard service?

SUP

MOD

3RD

CST

FUT

Can the vendor detail exceptions and any exception-pricing to provide enhanced service? DR Site and Production Site Data applications need to be updated/replicated every 4 hours. o

RS7 Replication requirement s

RFP#: 2011-002

# RS8

Item SLA

Description Can vendor provide its Remediation processes for non-performance of DCL’s SLRs for the DR environment?

SUP

MOD

3RD

CST

FUT

Does the DR environment meet the DCL minimum required SLA of 99.95% uptime?

Additional Comments:

Pricing for Contract Term Item Description

Monthly cost per “intel” or industry standard servers

Monthly cost per Unix or “midrange” servers

One-time charges related to new provisioning

One-time charges related to deprovisioning

Other Monthly charges

Comments

Configuration of DCL Environment? (Initial/Setup Fees) Recovery site Software Configuration Management Processes Recovery site Hardware Configuration Management Processes

RFP: Douglas County Libraries

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Pricing for Contract Term Item Description

Monthly cost per “intel” or industry standard servers

Monthly cost per Unix or “midrange” servers

One-time charges related to new provisioning

One-time charges related to deprovisioning

Other Monthly charges

Comments

Recovery site Change Management Services/Processe s Recovery site Management Reporting Processes Recovery site Operational Support for Servers Recovery site Operational Support for Network Equipment Recovery site Operational Support for Storage Environment Offsite Tape Storage Recovery Testing Recovery Declaration

5.4

Engagement Methodology

To ensure that the vendor’s business practices align with DCL’s we are also establishing a set of criteria to evaluate co-location vendor’s customer engagement practices before entering a contract. Some of the criteria we are looking at include: • Account relationships.

RFP#: 2011-002

• • • • •

# EM1

Project management practices. Transitioning. Dispute Resolution. Support staff model. Service level agreements.

Item

Account Relationship s

Description Can the vendor describe the customer/account relationship management team, processes, and exceptions for: o Billing and administration. o Service delivery and managed services.

SUP

MOD

3RD

CST

Technical consulting and staffing. Do pricing discount terms and or service credits apply for transition services? Can the vendor provide information for entering and exiting an agreement? Cover areas of DCL’s rights of termination and exit for the end of the term with the vendor, should DCL wish to end the contract. Please include contact information for three reference customers, preferably multi-office companies of at least 400 staff. o

EM2 Transitionin g

EM3 References

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# EM4

Item

Project managemen t Practices

Description Can the vendor describe their project management practices and processes? DCL will require detailed implementation schedules with estimated start and end dates for all detailed tasks. This should also include estimates of DCL personnel hours required for each task upon project start-up.

SUP

MOD

3RD

CST

FUT

Vendor should be able to provide details of their standard transition plan steps (How much will the vendor do to help, and how much is DCL’s responsibilities)?

EM5 Dispute Resolution

EM6 Support Staff Model

EM7 Subvendors

Can the vendor share their detailed dispute resolution process with DCL? Will the vendor outline their dispute resolution process in an SLA? Provide the number of staff and expertise per location that is relevant to the services and offerings being quoted, including historical attrition figures (specifically client facing) • Provide details outlining the proposed support team (leveraged or dedicated) or (local vs. distributed) to service the DCL’s environment and percent of resource allocation • Outline functional responsibilities of each role. • Provide profiles of key staff If the vendor relies on sub-vendors for their service, discuss the SLA in regards to it. • Will any of the support staff or sub-vendors be based off-shore? •

What are the hours of service?

RFP#: 2011-002

# EM8

Item

Service Level Agreements

EM9 Engagement Methodolog y

Description Provide samples of Service Level Agreements (SLAs) with current customers so DCL can get a better idea of what to expect (Identifying information related to the customer may be taken out from the samples as required). • Will the vendor negotiate on their SLA?

SUP

MOD

3RD

CST

The vendor should describe in detail how they work with clients to deliver services and/or products. Vendor should append external documentation detailing the engagement methodology that includes information related to requirements gathering, and business/technical analysis. An understanding of the vendor’s methodology will help DCL know how to mitigate communication issues and foster a stable vendorcustomer relationship. • How will the vendor communicate with the DCL? How often will they communicate with DCL? • How does the vendor conduct requirement gathering for DCL? Who is responsible?

Additional Comments:

5.5

Cloud Services

To ensure DCL’s business practices align the following set of criteria is established as a guideline for DCL to evaluate co-location vendor’s Cloud services offerings.

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1. What is the minimum expected Service uptime over a year? How are services outages defined? 2. What are the Standard Operating Procedures during an outage? 3. How can the Service Levels be monitored on an ongoing basis? 4. What are the policies for compensating for the downtime? 5. Is the Cloud Vendor amenable to Audits if needs arise? 6. Is the Access to data secure, encrypted and authorized? 7. Is DCL’s data segregated from other customer’s data? 8. What happens to the copies of data when my contract expires? 9. Can I specify where my data will reside and my application will run? 10. Are these policies applicable to backed up data as well?

# CS1

Item

Cloud Environmen t/ Architecture

CS2 P2V Capabilities CS3 References

Description Can the vendor provide a Public, Private and Hybrid environment?

SUP

MOD

3RD

CST

FUT

Can vendor’s cloud environment support VMware, Citrix, Microsoft HyperV and other cloud computing platforms? Describe your Architecture for Cloud Services. Can DCL P2V a server in its colocation rack to the cloud environment offered by vendor? Please include contact information for three reference customers, preferably multi-office companies of at least 400 staff.

RFP#: 2011-002

# CS4

Item

Project managemen t Practices

SUP

MOD

3RD

CST

Vendor should be able to provide details of their standard transition plan steps (How much will the vendor do to help, and how much is DCL’s responsibilities)?

CS5 Support Staff Model

CS6 Service Level Agreements

Provide the number of staff and expertise per location that is relevant to the cloud services and offerings being quoted, including historical attrition figures (specifically client facing) • Provide details outlining the proposed support team (leveraged or dedicated) or (local vs. distributed) to service the DCL’s environment and percent of resource allocation • Outline functional responsibilities of each role. • Provide profiles of key staff Provide samples of Service Level Agreements (SLAs) with current customers so DCL can get a better idea of what to expect (Identifying information related to the customer may be taken out from the samples as required). • Will the vendor negotiate on their SLA?

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# CS7

Item

Engagement Methodolog y

CS8 Manageabili ty

Description The vendor should describe in detail how they work with clients to deliver cloud services and/or products. Vendor should append external documentation detailing the engagement methodology that includes information related to requirements gathering, and business/technical analysis. An understanding of the vendorâ&#x20AC;&#x2122;s methodology will help DCL know how to mitigate communication issues and foster a stable vendorcustomer relationship. â&#x20AC;˘ How will the vendor communicate with the DCL IT Staff? How often will they communicate with DCL staff? â&#x20AC;˘ How does the vendor conduct requirement gathering for DCL? Who is responsible?

SUP

MOD

3RD

CST

FUT

Resource usage can be monitored, controlled, and reported providing transparency for both the provider and consumer of the utilized service. The vendor shall offer visibility into service usage via dashboard or similar electronic means.

CS9 Risk/ Compliance

The vendor shall provide security mechanisms for handling data at rest and in transit The vendor shall manage data isolation in a multi-tenant environment.

RFP#: 2011-002

# CS10

CS11

Item

Migration path from all CPE Se Service Provisionin g

Description Migration path (both from existing all-CPE deployments and toward anticipated future technology needs)

SUP

MOD

3RD

CST

1. The vendor shall provide the ability to provision virtual machines, storage and bandwidth dynamically, as requested and as required. This shall include any traffic shaping capabilities the vendor uses. 2.The vendor shall support secure provisioning, de-provisioning and administering [such as Secure Sockets Layer (SSL)/Transport Layer Security (TLS) or Secure Shell (SSH) in its service offerings. 3. The vendor shall support the terms of service requirement of terminating the service at any time (on-demand). 4. The vendor shall provide a custom webpage and associated Uniform Resource Locator (URL) that describes the following: a. Service Level Agreements (SLAs) b. Help Desk and Technical Support c. Resources (Documentation, Articles/Tutorials, etc.) 5. The Contractor shall make the Management Reports described in Section 5 accessible via online interface. These reports shall be available for one year after being created

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# CS12

Item Se DR and COOP

Description The vendor shall ensure the security of the services and data hosted at their facilities by providing DR (Disaster Recovery) and COOP (Continuity of Operations) capabilities.

SUP

MOD

3RD

CST

FUT

The Contractor shall perform backup, recovery and refresh operations on a periodic basis

RFP#: 2011-002

# CS13

Item LAN/WAN

Description The vendor shall provide Local Area Network (LAN) that does not impede data transmission.

SUP

MOD

3RD

CST

The vendor shall provide a Wide Area Network (WAN), with a minimum of two data center facilities at two different geographic locations in the Continental United States (CONUS) and all services acquired under this RFP will be guaranteed to reside in CONUS. The Contractor shall provide Internet bandwidth at the minimum of 1 GB. IP Addressing: 1) The vendor shall provide IP address assignment, and if capable, include Dynamic Host Configuration Protocol (DHCP). 2) The vendor shall provide IP address and IP port assignment on external network interfaces. 3) The vendor should provide dedicated virtual private network (VPN) connectivity between DCL and the vendor. 4) The vendor should map IP addresses to domains owned by DCL, allowing websites or other applications operating in the cloud to be viewed externally as DCLâ&#x20AC;&#x2122;s URLs and services. 5) The vendor shall provide an infrastructure that is IPv6 capable

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# CS12

Item Se Operational Managemen t

Description The vendor shall manage the network, storage, server and virtualization layer, to include performance of internal technology refresh cycles applicable to this RFP.

SUP

MOD

3RD

CST

FUT

The vendor shall provide a secure, dual factor method of remote access which allows DCL designated personnel the ability to perform duties on the hosted infrastructure. The vendor shall perform patch management. The vendor shall provide automatic monitoring of resource utilization and other events such as failure of service, degraded service, etc. via service dashboard or other electronic means.

RFP#: 2011-002

# CS13

Item Se Service Level Agreement Managemen t

Description The vendor shall provide a robust, fault tolerant infrastructure that allows for high availability of 99.95%.

SUP

MOD

3RD

CST

The vendor shall document and adhere to their SLAs to include: Service Availability (Measured as Total • Uptime Hours / Total Hours within the Month) displayed as a percentage of availability up to onetenth of a percent (e.g. 99.95%) • Within a month of a major outage occurrence resulting in greater than1-hour of unscheduled downtime, the vendor shall describe the outage including description of root-cause and fix. • Service provisioning and deprovisioning times (scale up and down) in near real-time •The vendor shall provide Helpdesk and Technical support services to include system maintenance windows.

Additional Comments:

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5.6

# MIS1

Migration Services

Item

Project Managem ent MIS2

Description The vendor has an experienced team that has completed many data center moves of similar size, scope, and complexity as required by DCL.

SUP

MOD

3RD

CST

FUT

Full time PM and access to area specialists is provided as required. Project Managem ent

MIS3 Project Managem ent MIS4 Discovery

Create key project documents, such as a project management document, project communication plan, project charter, and project kick-off presentation. The vendor will work collaboratively with the DCL IT Staff to develop a detailed inventory of all physical and logical assets associated with the move. The vendor will coordinate and manage any rented or leased equipment to be utilized as part of the move.

MIS5 Discovery

The vendor will work collaboratively with DCL, using non-invasive tools, to determine application and hardware inter-relationships, dependencies, connectivity requirements and uptime requirements. The vendor will provide assistance with assessments of upgrade, consolidation and virtualization opportunities and appropriateness.

RFP#: 2011-002

# MIS6

Item

Discovery

Description The vendor will collaborate with DCL to determine logical bundling of application and infrastructure components and determining order of move bundles (based on criticality assessments).

SUP

MOD

3RD

CST

The vendor has tools and processes to use when collecting data on DCL's application and infrastructure dependencies and interdependencies MIS7 Relocation Planning

MIS8 Relocation Planning MIS9 Relocation Execution

Through collaboration with DCL IT Staff the vendor will update and monitor the project planning document and create a migration strategy/infrastructure mapping document.

The vendor will assist in data validation, development of contingency planning and table top planning/mock move. In collaboration with DCL IT Staff, the vendor will create and manage a minute-to-minute moving day script based on the results of the discovery and planning process, in collaboration with DCL IT Staff. The vendor will track, coordinate and report on application and systems backup, shut down, and start-up procedures

MIS10 Relocation Execution

The vendor will staff and manage a migration command center as a single point of contact, for issue escalation and management.

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# MIS11

Item

Relocation Execution MIS12 Project Closeout

MIS13 Project Closeout MIS14 Project Closeout

MIS15 Pricing

Description The vendor's representative that has been working with the organization on previous tasks will be present on the moving day.

SUP

MOD

3RD

CST

FUT

The vendor will provide a project summary document as well as high level management presentation to communicate the results of the relocation. The vendor will assist with post move network consolidation and testing, The vendor will develop process improvement recommendations as well as Disaster Recovery Plan modifications and testing procedures as a natural extension of the move process. Can the vendor provide details of the service offering including pricing and any exceptions?

Additional Comments:

5.7

Professional Services

Are there any other services not identified by DCL in this SOW Questions that the vendor is aware of? If so, vendor should describe such services and any associated costs that are applicable.

RFP#: 2011-002

# PS1

Item

Description

SUP

MOD

3RD

CST

PS2

PS3

PS4

PS5 PS6

Vendor Qualifications and References

All vendors must provide the following information in order for their proposal to be considered: Full legal name of the company: Year business was established: Number of people currently employed: Description of current services line-up: Descriptions of geographic reach and market penetration: Description of key partnerships and relationships: Description of current strategy in the marketplace:

RFP: Douglas County Libraries

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FUT

Description of Standards the vendor follows (i.e. SAS 70 I and II) and auditor comments: For the proposed services and offerings, indicate: •

Total number of current clients.

•

A list of clients with similar needs using a similar solution.

•

A list of clients who have used the same combination of integration partner and hosting partner.

•

Evidence of a successful completion of a project of similar size and complexity. Provide contact information for 3 references (if possible) from projects similar in size, application, and scope and a brief description of their implementation. Include at least one reference to a recently acquired account, at least one reference to a long term account, and at least one reference to a recently terminated account. Appended income statement and balance sheet for each of the two most recently completed fiscal years.

Budget & Estimated Pricing

DCL will prefer to have the same vendor for Co-location services, Managed Services, Disaster Recovery Services and Cloud Services. Migration and Professional services could be tendered as standalone bids. All vendors must fill out the following cost breakdown for the implementation of their Colocation Services solution for Douglas County Libraries’ project as described in this RFP. Costs

RFP#: 2011-002

should be identified as either capital or non-capital in nature. The vendor must agree to keep these prices valid for the entire term of the contract. Please summarize costs by Term(s) below:

Total Cost Summary Total Monthly

Costs

OneTime Costs

Software

Hardware

Comments

Co-location Managed Services Recovery Services Transition/move Costs Implementation Costs Professional services Cloud Services Other (specify) Total:

Vendor Certification

This certification attests to the vendorâ&#x20AC;&#x2122;s awareness and agreement to the content of this RFP and all accompanying calendar schedules and provisions contained herein. The vendor must ensure that the following certificate is duly completed and correctly executed by an authorized officer of your company. This proposal is submitted in response to Request for Proposal for Co-location Services Solutions issued by Douglas County Libraries. The undersigned is a duly authorized officer, hereby certifies that:

(Vendor Name) Agrees to be bound by the content of this proposal and agrees to comply with the terms, conditions, and provisions of the referenced RFP and any addenda thereto in the event of an award. Exceptions are to be noted as stated in the RFP. The proposal shall remain in effect for a period of one hundred and thirty (130) calendar days as of the Due Date of the RFP. RFP: Douglas County Libraries

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The undersigned further certify that their firm (check one): IS IS NOT currently debarred, suspended, or proposed for debarment by any federal entity. The undersigned agree to notify Douglas County Libraries of any change in this status, should one occur, until such time as an award has been made under this procurement action. Person(s) authorized to negotiate on behalf of this firm for purposes of this RFP are: Name:

Title:

Signature: Name:

Date: Title:

Signature:

Date:

Signature of Authorized Officer: Name:

Title:

Signature:

Date:

RFP#: 2011-002

Schedule “A” Notice of Intention RFP #

NOTICE OF INTENTION REQUEST FOR PROPOSAL

FROM: COMPANY NAME

AUTHORIZED REPRESENTATIVE

TELEPHONE NUMBER

FAX NUMBER E-MAIL Please state your intention with regard to this Request for Proposal Number 2011-002 by selecting one of the following: [ ]

Intends to respond to Douglas County Libraries’ Request for Proposal.

[ ]

Does not intend to respond to Douglas County Libraries’ Request for Proposal.

TO: ADDRESS: PHONE: FAX:

RFP: Douglas County Libraries

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CPE INVENTORY TO MOVE TO CO-LO Physical Servers – PSM to Co-lo 1. Horizon – 2U 2. Aquabrowser – 2U 3. AD01 – 2U 4. FileServer01 – 2U 5. FalconStor SAN NSS01/02 – 4U 6. FalconStor SAN Shelf SAS – 3U 7. FalconStor SAN Shelf SATA-3U 8. LeftHand SAN – 4U 9. Websense – 1U 10. ESX1 – 2U 11. ESX2 – 2U 12. ESX3 – 2U 13. HP NAS – 1U – Not critical 14. Switches (VMware/SAN & Prod) – 2U 15. Router (CaP) – 1U 16. Cisco ASA - 1U 17. VoIP - ?U Total U’s PSM: 34U

PDU Capacity – PSM to Co-Lo 1 Cabinet: 60

RFP#: 2011-002

Four 15Amp 120V PDUâ&#x20AC;&#x2122;s (AP7931)

RFP: Douglas County Libraries

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SERVICE LEVEL REQUIREMENTS During the term of this agreement, “The Vendor” shall use reasonable efforts (remedy for non-performance requirements for the environment: alternate internet carrier 11 service provider, alternate location with same level of service, redundant IP and power circuits, HVAC) to make the service available for 99.95% of the time in any calendar month, which translates to a maximum of 22 minutes of unavailability per calendar month. The service is deemed unavailable if any of the following conditions is not met: I. II. III. IV. V. VI.

VII. VIII.

The service is unresponsive or responds with an error. Power: Nominal Out Voltage 230V with less than 5% distortion at full load. Frequency for 50 Hz nominal +/- 3Hz Network: Internal network within datacenter, response time <3ms to any IP within datacenter. Ping time to local network (DCL) <30ms. Cooling and humidity control: Temperature should be kept within 15 to 20 degree Celsius. Humidity shall be between 40% and 60% 24x7 round the clock on-site NOC support and monitoring are required. For any security breaches like break-in to data center, racks, un-authorized access or vandalism to DCL equipment etc., DCL IT primary contact should be notified within 15 minutes according to the escalation list provided by DCL. Incident reports for all reported incidents shall be available within 48 hours from the report of incident All scheduled maintenance shall be pre-notified by at least 10 days, and for major service interruptions at least a 4 weeks’ notice is needed. And in an emergency within 15 minutes of vendor being aware. DCL caused unavailability such as configuration errors, scheduled maintenance or usage capacity in excess of the Customer purchased amount will not be considered unavailability. In the event DCL experiences unavailability due to Vendor’s failure to provide the service, DCL will be eligible to receive Credits as described below. “Credit(s)” means that, for each consecutive period of 60 minutes of unavailability in excess of a total of 22 intermittent minutes of unavailability in any calendar month, DCL service period will be extended by two days, at no charge. Credits will not apply if: (a) The outages are caused by factors outside of Vendor’s reasonable control; such as a natural disaster. (b) the outages result from any actions or inactions of DCL or of DCL’s vendors/contractors;

RFP#: 2011-002

(c) the outages are caused by programming errors in DCLâ&#x20AC;&#x2122;s application(s) or by programming bugs in any third party products;

RFP: Douglas County Libraries

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Current WAN Diagram:

RFP#: 2011-002

Proposed WAN Design:

RFP: Douglas County Libraries

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Proposed Data Protection Design (DR)