TMSe/TMS SUPPORT SERVICE - SCHEDULE B Sample Clauses

TMSe/TMS SUPPORT SERVICE - SCHEDULE B. 1.6 The City wishes to appoint a bidder that will maintain, support and enhance the TMS/TMSe systems. The support service must provide full a stack developer and full stack architect: • Resources, that can work onsite or remotely. • Unlimited hours per month for support and maintenance only (excludes all changes related to feature requests) • After hour support for emergency work (P1 to P2 issues) • 80 ad-hoc development/architect hours and 20 hours project management hours per month for enhancements and feature change requests, o Unused hours will accumulate month to month and will only expire at the end of a City financial year. • Maintain design and operations procedure documentations • Bi-weekly meetings, that will be used to track calls, new features and enhancement requests • Within the first 18 months of the contract the bidder must: o Provide a full audit of the TMS/TMSe systems DRAFT o Review the system processes and shortcomings and provide recommendations o Provide updated design and as-built document of the system/s o Provide a full operating procedure document that consists of but not limited to: ▪ System Checks ▪ System recovery • Provide a service delivery manager or equivalent to manage the service and ensure that incident response times are adhered to. • Perform a handover of application, systems, product knowledge, documentation and processes during the migration/transition period of this contract to the incoming tenderer/s Tenderers must submit evidence as part of Schedule 15C that they have a minimum of two full stack developers with the necessary skills to support and enhance the TMS/TMSe system. When required, the City will order these servers up front (up to maximum of 12 months), with the intention of renewing yearly when and as when needed (ad-hoc).
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