Operational Systems Support Clause Samples

Operational Systems Support. Ongoing operations activities shall begin after all requirements have been successfully implemented and the Commonwealth has determined that those requirements are fully operational in the Production Environment of the System. Operational activities shall consist of operating, supporting, and maintaining the MEMS. The selected Vendor will be responsible for creating a detailed operational plan to meet the needs of the Commonwealth post-implementation. The Vendor must provide the proper level of software maintenance and modification support service, including meeting the performance standards identified in Section 40. This includes ensuring that an appropriate level of Vendor staff resources is identified to reliably operate, maintain and enhance the new MEMS modules and system components. At a high level, ongoing operational activities may consist of but not be limited to the following:  System changes, maintenance, and modifications (includes testing, documentation, etc.)  Software enhancements and updates  System availability monitoring  Network Infrastructure monitoring  Interface maintenance  Helpdesk and user support  Security management  Policy and process changes (business rules engine updates and changes);  Notifications maintenance (paper and electronic)  Self Service Portal maintenance  Documentation maintenance and version control  Production of ongoing operational reports  Performance monitoring and tuning  System defects resolution (record, track, resolve, report)  Cooperate and comply with State and Federal audit requests Defects (including development, testing, training and implementation) should be made for any of the following:  Deficiency or problem with the application functionality of the transfer system.  Deficiency or problem with the functionality developed or implemented.  Deficiency or problem with the functionality of subsequent system enhancements. The selected Vendor shall take into account the high level operational activities referenced above, as well as any additional operational activities the selected Vendor deems necessary for the successful ongoing operation of the System when creating an Operational Plan. The Operational Plan shall be approved by CHFS prior to commencement of Operational Support Activities. Within the Vendor hosting Facilities, the Vendor shall procure, install, configure, and operate equipment and software for the MEMS. The Vendor is required to propose a solution that complies with Da...