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HomeMy WebLinkAboutPre-Attachment 2EXHIBIT B — PLANNING SOLUTIONS PART —A BUSINESS RECOVERY PLANNING SERVICES AGREEMENT A. DESCRIPTION OF SERVICES Planning Solutions shall provide the professional Business Recovery Planning Services and deliverables described in the Attached Schedule(s) to this Agreement. All services to be provided by Planning Solutions shall be performed by qualified personnel in accordance with professional standards, and all services provided and documents and reports delivered by Planning Solutions shall conform to the requirements of this Agreement and the Attached Schedule(s). Notwithstanding anything to the contrary herein, Planning Solutions reserves the right to subcontract the services to a third party without written consent of Client. Except as otherwise stated in the Attached Schedule(s), the parties intend that all services to be provided to Client under this Agreement shall be completed within one year after the Attached Schedule(s) is signed by Planning Solutions. If Client does not permit Planning Solutions to perform the services during that period, then all payments otherwise due upon project completion will become due at the end of that period. Any deficiencies, as determined by generally accepted professional standards, shall be promptly reported by Client to Planning Solutions and, in any event, within 30 days after receipt of the document or service involved. Planning Solutions will correct such deficiencies in its deliverables, services or work within a mutually agreeable time period. EXECUTIVE OVERVIEW OF DISASTER RECOVERY PLAN SunGard Planning Solutions has written more than 5000 recovery plans over the past 23 years, and currently writes approximately 500 new recovery plans every year. SunGard has over 300 full time consultants dedicated to disaster recovery consulting services. Over 90,000 recovery test have been performed at SunGard facilities. Additionally, over 1,100 SunGard clients have declared disasters and have come into a SunGard facility to recover their business. SunGard has obtained significant intellectual capital from helping our client's recovery their business, an we utilize that intellectual capital to help our clients build comprehensive and fully executable recovery plans. Due to our history and experience in the disaster recovery business, we have a methodology that allows for the crafting of a quality recovery plan, while operating very efficiently and keeping costs down. As a result of our discussions with the City Of Miami personnel and reviewing supplied materials, we understand your organization wishes to: • Develop and maintain a comprehensive computer center disaster recovery plan (the "Plan") for the City Of Miami computer facility located in Miami, FL. This Plan will include the computer center management, computer center technical areas, data networking components and staff support areas, specifically identified within the enclosed Technical Section. • Validate the Plan procedures and associated off site backup data by participating in the preparation for and monitoring the execution of a test at the recovery site (e.g. SunGard MegaCenter). • Train the City Of Miami designated recovery personnel in the use of the Plan to help ensure overall preparedness to recover in the event of a disaster to City Of Miami. • Minimize City Of Miami personnel requirements by providing expert assistance in the Plan development and ongoing maintenance processes. Based on our experiences with other similar organizations, we believe the proposed services will also meet the following objectives: • improve your planned response following such problems as telephone outages, inclement weather, and computer hardware failures. • Increase your level of preparedness to successfully and rapidly respond to day-to-day operational problems as well as catastrophic disasters. • Provide a cost-effective approach for meeting the above objectives. Time Overview Our extensive experience developing total business continuity programs enables us to conduct this project in a minimum time frame without compromising the quality of deliverables. We anticipate the Plan Development activities will be completed within 3-4 months following contract acceptance. Plan Maintenance activities will begin once the Plan documentation is completed, then continue throughout the specified term, Statement of Work Data Center Recovery Nan City Of Miami has a requirement for documented and testable Information Technology Recovery Plans for its data center environment. In response to this requirement, SunGard proposes to assist City Of Miami develop the Plans by conducting planning and training sessions, gathering information, presenting recommendations and developing documentation. The scope of the proposed services includes planning for the restoration of the following: Scbpe Technology Environment: Technology Teams: Description • 4 Unisys platforms • 15 Windows -based Intel Servers • About 75 people, organized into 4 team plans. Purpose The PIans contain documented availability objectives, strategies, resource requirements and procedures necessary to successfully recover critical technology operations, The objectives of the Information Technology Recovery Multi -Plan Development Service are to: • Identify and document the roles and responsibilities of technology management and recovery teams • Document the technology continuity strategy including Recovery Time Objectives • Identify and document data backup, protection and Recovery Point Objectives • Identify and document the required recovery actions, help ensure the availability of required resources, and compile this information into the Plan • Define support departments recovery responsibilities • Train the recovery teams in the performance of their specific tasks Benefits The resulting Plans provide City Of Miami the capability to help ensure that essential technology services are promptly restored following an unplanned interruption. The primary benefits of having a well -designed and tested continuity plan in place are to: • Lower the impact to critical business functions and customers in the event of a technology interruption • Reduce time required to restore essential technology services • Minimize errors by having trained and knowledgeable personnel • Mitigate exposures by implementing proven data backup and protection strategies Plan Development Approach A detailed project schedule will be developed early in the project, describing individual tasks, responsibilities and scheduled dates. Below are several key elements of SunGard's approach to conducting a successful Information Technology Recovery Multi - Plan Development project. Understanding these elements will allow City Of Miami to take full advantage of working with SunGard Consultants and provide a more valuable end result. • The overall usefulness of the Plans depends upon successful gathering of accurate and relevant data from City Of Miami personnel. • SunGard will be responsible for the development and writing of the Plan's technical documentation (i.e., recovery procedures for specific platforms). The City Of Miami Project Coordinator and corresponding recovery personnel will review all documentation. • Group or individual planning sessions as indicated on the scope chart will be conducted with the specific functional areas to define and develop specific responsibilities and recovery procedures. • Following the interview or workshop and planning sessions, the SunGard consultant will create draft management reports and the recovery plan structure for City Of Miami's review. • Electronic resource data gathering options are available to minimize City Of Miami development and maintenance efforts. Specific City Of Miami information must be gathered and included within the Plan for reference purposes (e.g., vendor contact numbers, City Of Miami telephone numbers). This information will be gathered from your existing sources when available. When not available, SunGard will provide forms to assist your staff with data collection. • SunGard proprietary planning techniques and development tools are used throughout the process, incorporating the lessons learned from supporting customers through thousands of plan development projects and hundreds of actual recoveries. • Interview technique and workshop facilitation are two of the approach methods used to help ensure all essential resources and processes are included within the Plans. These techniques provide a structured approach for analyzing: - Recovery personnel requirements — Recovery actions - Required resources • Facilitated "walk-through" exercises are used as part of the planning process, not just as the final validation. Peer interaction using facilitated team review techniques aids in detecting missing or inadequately defined recovery processes. Deliverables It is SunGard's intent to proactively identify, schedule, document and monitor activities required to successfully build the City Of Miami Plan. In support of this goal, SunGard's Project Manager has overall project management responsibility for the proposed services. The primary value SunGard adds to this project is expertise — through access to a focused and committed team of knowledgeable continuity planners, augmenting the City Of Miami staff. In addition to expertise, SunGard will develop the specific deliverables described in the sections below. Plan Development Project Schedule SunGard will develop and deliver a formal documented project schedule for the Information Technology Recovery Multi - Plan Development Service. The project schedule will document planning activities and responsibilities, mutually agreed upon planning session dates, project milestones and due dates for documentation deliverables. The project schedule will then be used throughout plan development to monitor and report against the project objectives. Project Status Reports Project Status Reports will be developed and delivered to City Of Miami management at major project milestones. These milestone reports will contain information on: • Plan status • Outstanding issues or items • Recommendations Recovery Orientation and Training Sessions Experience shows that awareness and training are crucial elements to a successful continuity program. To help ensure that all personnel with a need -to -know are aware of the continuity process, SunGard proposes to conduct the following presentations and training session(s): • A Personnel Orientation and Training Session will be conducted on continuity methods and techniques for all personnel with assigned continuity responsibilities. In addition, individual and group planning sessions are used to reinforce this knowledge transfer to assigned continuity personnel. • Management Continuity Program Awareness Presentation will be provided for executive management covering the contents of the continuity program, the level of services provided following an interruption, and management's role during the event. Strategy Summary A successful recovery program is based on well -understood and clearly defined business requirements and strategies. Even when no formal business impact or availability strategy analysis' is conducted, key requirements and strategies need to be clearly defined and documented such as: • Recovery Time Objective(s) • Recovery Point Objective(s) • Declaration Decision Point(s) • Technology Availability Strategy • Data Network Availability Strategy SunGard will guide City Of Miami personnel through development of these key requirements and strategy issues during a single technology management and group technical planning session. SunGard will share its strategy recommendations based on common and best practices. The results will be summarized within the Plans for review and use in subsequent detail plan development activities. City Of Miami Management must identify this information in a timely fashion in order for SunGard to complete our planning activities. Application Prioritization List A single technology management review of the application restoration requirements will be conducted, based on documented recovery requirements and with participation of City Of Miami technology support personnel. Technical restoration and synchronization requirements will be reviewed and evaluated. A recovery processing priority will be assigned for each application, based on this review. The application restoration priorities will be documented as a checklist in the Plan. The restoration priorities will be used to classify and prioritize support systems, network components and applications based on their importance to ongoing essential business operations. "MARC" Assessment SunGard will gather and formally document the Minimum Acceptable Recovery Configuration (MARC) requirements and enter them into the plan software for use at time of interruption. While City Of Miami may have already made a preliminary I SunGard does not propose to conduct a full formal business impact or availability strategy analysis but rather, to gather and document those recovery requirements and strategies which City Of Miami has already defined. The resulting data, along with the Application Prioritization and Minimal Acceptable Resource Configuration data will be entered into plan software as if collected via a formal study. • assessment of equipment for its initial recovery, the MARC will expand this analysis to address all technology environment equipment requirements. The MARC will be used to: • Identify the standard recovery configuration facilities required to support initial recovery operation, i.e., the initial Recovery Time Objective configuration • Identify required hardware capacities for subsequent Recovery Time Objectives (e.g., equipment to be acquired and installed following the interruption) • Identify non -technology facility requirements needed to support the recovery teams (e.g., remote operations site located in the home city) • Develop equipment -acquisition procedures SunGard will evaluate the current technology continuity resources against the business continuity requirements to help ensure critical hardware and telecommunications requirements have been addressed. Any recovery resource discrepancies will be highlighted to City Of Miami management. I fformation Protection An lysis Reporr Because of your data's irreplaceable value, successful recovery is absolutely dependent upon the reliability of your data backup and protection program. SunGard will provide a formal analysis of this program, documenting the effectiveness of current data backup practices and procedures and evaluating your ability to recover essential data and information following a disaster. During the course of this analysis/evaluation SunGard will: • Review the data backup and availability strategy in place for essential technology data • Review selected data synchronization to verify that data is available to support data restoration • Review work -in -process and pending transactions to identify potential data loss exposures • Evaluate findings against City Of Miami defined business Recovery Point Objectives Document findings and present recommendations where appropriate to correct any identified exposures or weaknesses Data C nter ecove P SunGard will work with City Of Miami to develop written Technology Recovery Plan documentation, which can be used to restore technology included in the scope of this engagement following an interruption. Plan documentation serves several essential purposes. First, it serves as a quick reference document to help ensure key activities are accomplished. It provides ready access to resource information such as vendor telephone numbers and equipment configurations, And, plan documentation serves as a management and communication tool by defining common progress checkpoints and milestones. The Plans must be sufficiently detailed to recovery processes if primary recoveryguide alternate personnel through key training tool, personnel are unavailable. At other times, the Plans are the primary testing and Experience teaches that these purposes are best achieved when the Plans incorporate lessons learned from actual hands-on experience in successfully recovering from an interruption. W lk- n au h Exe ci To help ensure that all technology recovery personnel are trained and prepared to respond, SunGard will conduct one (1) walk-through exercise in which the technology recovery organization takes part. SunGard consultants will work with the City Of Miami Project Coordinator to: • Design a realistic test scenario • Establish test goals, checkpoints, milestones and evaluation criteria • Conduct the walk-through exercise • Incorporate any identified changes into final plan Post Project Report At the conclusion of the Plan Development, SunGard will develop and present a Post Project Report/Project Transition Report to officially conclude the project. The report will contain information on: • Project accomplishments • Outstanding continuity concerns • Next steps SunGard Responsibilities SunGard will be responsible for: • Assigning a management sponsor to ensure on -going City Of Miami focus and support • Assigning a project lead to manage the project • Plan structure, development support and documentation City Of Miami Responsibilities In SunGard's experience, the overall success of this project will also depend upon several key factors that must remain the responsibility of City Of Miami. City Of Miami will be responsible for: • Identifying knowledgeable participants who will be available to support the Plan Development project. • Assigning an Executive Sponsor to ensure on -going City Of Miami focus and support • Assigning a program sponsor responsible for identifying/coordinating City Of Miami resources • Providing technical resources to assist SunGard to the extent required in this Statement of Work PreCovery Software SunGard Planning Solutions' PreCovery software is included in this proposal. This software is designed to help you prepare disaster recovery and business continuity plans. The methodology included in PreCovery will help to reduce plan development and administration time, helping you to reach and maintain planning goals more quickly and easily. PreCovery also includes disaster time reporting capabilities, ensuring accurate, up-to-date information when you need it most. PreCovery is a true 32-bit City Of Miami/server application. It is designed to run standalone (one workstation) or in a City Of Miami/server configuration (multiple users accessing the same database on a single server). PreCovery is delivered on a single CD, and includes complete methodology, technical, and user documentation. PreCovery's major features include: • 23 years of experience. 90,000 tests. 1,100 actual recoveries. 5000 Recovery Plans. + SunGard's proprietary D.R. Methodology Guide. • Extensive Libraries of Sample Restoration Procedures. 250 documents: • Recovery Procedures for I.T. functional areas. • Recovery scripts for over 22 platforms. • Recovery scripts for popular databases and ERP applications. • Recovery Procedures for common Business Units • 100 reports already built • Integrated BIA Module + Easily upgrade to web -based software (ePlanner). • Relational Database that allows for changes to be propagated throughout the entire plan. • All running on 1 server. No need for multiple servers. With your purchase of PreCovery, the first year of maintenance is included. Maintenance is renewed annually. Maintenance customers are entitled to: • Direct access to the Customer Support Center (24 x 7) • Participation in City Of Miami Network Meetings • Participation in Monthly City Of Miami Conference Calls Statement of Work Recovery Fast Track Service City Of Miami has signed a contract with SunGard Recovery Services (SRS) to provide facilities at its MegaCenter facilities to recover City Of Miami's business or data center. City Of Miami requires assistance for its staff to quickly become familiar with disaster recovery practices, in general, and SRS facilities and procedures, in particular, in order to develop its disaster recovery program and optimize usage of the SRS MegaCenter for their initial test. In response to this requirement, SunGard Planning Solutions proposes to assist City Of Miami by providing its Recovery Fast Track Service that is specifically designed to address this need. Purpose The Recovery Fast Track service is specifically designed to assist a new SRS subscriber by providing access to SPS's consulting expertise and best practices to help prepare them for their initial test and development on their disaster recovery plan. The Recovery Fast Track Service extends and enhances the standard services offered by SRS for new clients by: • Conducting on -site recovery planning, strategy planning and recovery team interview sessions • Reviewing information protection practices, identifying any exposures • Reviewing the essentials of PreCovery usage and the PreCovery planning methodology Reviewing the details of your recovery requirements to assure that all vital components have been addressed in your SRS schedule — these requirements are referred to as your Recovery Configuration Verification (RCV) • Conducting work sessions to review SRS MegaCenter test startup information requirements and complete required forms and information to arrange and schedule the initial test • Developing a disaster recovery test program that is customized to meet City Of Miami requirements over a two year test period • Assisting in the development of a detailed test plan for the initial MegaCenter test, including scenario, strategy, participants, logistics, preparations, shortcuts, etc. ■ Attending the first shift of the initial MegaCenter test to monitor activities, document test results, assist in issues resolution and then produce a Test Summary Report Benefits The experience of the SunGard consultants, combined with the dedicated focus of City Of Miami personnel, will provide the following benefits to the organization: ■ Accelerated time between your signing of the MegaCenter schedule and your starting to plan for, and then execute, your initial test • Faster project initiation to begin development of your disaster recovery plans • Reduced elapsed time and development resources needed to become proficient in disaster recovery capability • Improved potential recoverability, gained from SPS consulting "best practices" and having on -site access to experienced disaster recovery consulting professionals who have produced numerous plans and assisted other clients to recover from disasters Several important points should be noted about SunGard's proposed approach to this project. • A signed SRS MegaCenter contract is a prerequisite to Recovery Fast Track Service. A key objective of this service to enhance the new City Of Miami's understanding and usage of the MegaCenter capabilities and to assure that they are effective in preparing to use the SunGard MegaCenter facility for the first time. • A PreCovery software license is a prerequisite to Recovery Fast Track Service. The PreCovery software should be preloaded in advance of the consultant arriving for the on -site work sessions. SunGard recommends that the City Of Miami DRC complete a scheduled PreCovery training class prior to the start of this project. • The Recovery Fast Track Service extends and enhances SRS's tried and proven MegaCenter test preparation procedures. SunGard recommends City Of Miami identify one person (i.e. the Project Coordinator) as the primarily focal point for the project. The Project Coordinator should be familiar with City Of Miami's recovery environment and requirements. • One-on-one, actual hands-on working sessions are at the heart of the Recovery Fast Track Service. Experience has taught us that the most value and knowledge transfer can be accomplished in a short period of time through actual planning and working sessions. • A teleconference project planning session will be held to schedule the on -site visit and establish a detailed project agenda. The meeting confirmation and finalized agenda will be produced along with any recommended preparedness and data collection activities identified during the project planning. • An on -site planning and work session (approximately three days in duration) will be conducted at your location, following the agenda developed during the project planning teleconference. • Participation in the SRS MegaCenter test preparation conference call. • Participation during the first shift of the initial MegaCenter test. • Following the Recovery Fast Track project, City Of Miami will continue to refine and expand the draft test plan and procedures built during the working sessions with information and experiences gained during the MegaCenter test. Subsequent to the MegaCenter test, SunGard will document a post project report, summarizing accomplishments, exposures and recommendations identified during the project. Deliverables On -Site Consulting Services A SunGard consultant will be on -site for three (3) days to conduct the following: Disaster Recovery Planning Workshop • Discuss, define and develop representative high-level recovery strategies such as: • Recovery time -line requirements • Recovery strategies (e.g. alternate operation locations) • Develop high level application / server restoration priorities Recovery Planning A Recovery Plan Development working session will be conducted to begin the planning process, prior to beginning the actual hands-on PreCovery plan customization. SunGard will assist the Project Coordinator in the: • Design of the recovery plan structure and organization • Identification of recovery roles and responsibilities • Selection of appropriate PreCovery team plan • Review of data collection forms pats / Information Protection A computer data backup and protection review will be conducted to determine the effectiveness of the current data protection practices and procedures. During the review, SunGard will: • Review the data protection procedures in place for computer data • Review backup data synchronization for all related essential data • Review the on -site and off -site storage processes for protecting computer data • Identify enhancements or improvements for the computer data protection program PreCovery Software Review A hands-on working session will be conducted to refresh City Of Miami on key PreCovery components in relationship to the earlier planning activities. PreCovery topics covered will include: • Picklist tables • Business Unit Development • Business Unit Customization (e.g. Description, Resources, Recovery Procedures and RCV) • Reporting Module Customization • Plan Construction (initial draft plan) Hands on Plan A Recovery Plan Development working session will the Project Coordinator actual hands-on experience SunGard will assist the Project Coordinator in the: Customization be conducted to begin the plan customization process, giving in the use of PreCovery in customizing the Recovery Plan. Performing initial PreCovery customization to reinforce the relationship between planting decisions and overall software behavior (e.g. pick list population) • Entering representative data, which has been collected by City Of Miami prior to the on -site visit, into PreCovery. ■ Selecting appropriate PreCovery team plan, to serve as the starting point for the City Of Miami Plan. • Implementing actual changes to the selected procedure tasks, customizing the tasks based on the results of the earlier recovery planning and strategy session. • Printing of the first draft Recovery Plan Test Planning Workshop A Test Program will be developed that is customized to meet the needs of City Of Miami over the next two-year period. This Test Program will include: • Testing education, organization and methodology to meet City Of Miami's requirements and budget • Progressive testing requirements designed to move City Of Miami from an inexperienced tester to being fully capable of executing integrated tests • Education regarding SRS testing capability and operations to optimize City Of Miami's experiences and accomplishments during your initial test. • Pre -test planning for your initial MegaCenter test to assure that all logistics matters and preparation details have been addressed ■ Completion of all required SRS MegaCenter test preparation forms Test Support • Recovery testing is essential for both Plan validation and as an important personnel -training aid. participate in the planning and execution of one (l) hot site test during the course of this project. participate in the planning of the hot site test and will be present during at least one full shift of the test. • Participation during the SRS pre -test conference call to discuss details of the initial test SunGard will SunGard will • Participation during the first shift of the initial test to observe activities, assist with issues resolution as required, and production of notes that will facilitate future tests. Post Project Report At the conclusion of the Recovery Fast Track project, SunGard will develop and deliver via mail a Post Project Report. The report will contain information on: • Project accomplishments • Outstanding recovery concerns • Summary of Information Protection findings, exposures and recommendations Summary of observations, findings and recommendations from the initial test Recommendations, if any, on future planning activities necessary for City Of Miami to continue development of its Plan and testing capability MASTER SOFTWARE LICENSE AGREEMENT L Protection of the Software. Planning Solutions' software ("Software") and related documentation ("Documentation" are subject to copyright laws and the terms of this Agreement. ) 2. License. Planning Solutions grants to Licensee (Licensee shall include all of its wholly -owned subsidiaries as of date hereof for so long as they remain wholly -owned subsidiaries) a perpetual, non -transferable, non-exclusive license the ("License") to use the Software and Documentation only for internal business purposes and in Planning Solutions will remain the owner of the Software and Documentation, and reserves all gnot eciith this ygrantedno Licensee under this Agreement,rights not specifically granted to 3. Support Services. During the Warranty, Period and for each Support Year (as defined below), subject to payment of annual support fees, Planning Solutions will provide to Licensee the following support services: (a) modifications to the Software which Planning Solutions may from time to time distribute to its customers at no additional charge; and (b) reasonable telephone access, during Planning Solutions' normal business hours, to technical staff for consultation in the use of the Software. Licensee may terminate these support services by giving written notice to Planning Solutions at least days before the end of the Warranty Period or current Support Year. If Licensee does not provide such notice, the suthirty ort services will continue in effect for successive one-year periods ("Support Year"). Planning Solutions may increase the annual support fee by giving at least ninety days prior written notice to Licensee. Licensee agrees to designate by name at least one primary and one alternate employee acting as Licensee's plan administrator (the "Licensee Support Staff'). Planning Solutions will provide the support services, as stated herein, only to the Licensee Support Staff. Licensee's Support Staff will complete Planning Solutions' Administrator Training course, subject to the pricing and other terms and conditions of this Agreement, within sixty (60) days of being so designated. MASTER SOFTWARE LICENSE AGREEMENT LICENSEE'S NAME: City Of Miami LICENSEE'S ADDRESS: 444 SW 2'4 Ave Miami, FL AGREEMENT DATE; SOFTWARE: PreCovery WARRANTY PERIOD: One Year from Agreement Date VERSION; kg Professional ❑ Enterprise LICENSE GRANTED: ® Stand Alone Workstation License - Licensee, under a Stand Alone Workstation Software on a single -user workstation. ❑ Departmental LAN License - Licensee, under a Departmental LAN License, may network users connected to a single server at Licensee's office located at License, may use one copy of the use the Software for ten local area CLAN Site").