REQUEST FOR PROPOSAL FLC RFP #3144 … RFP Database...We are in need of a more long-term solution for database administration managed services. ... Any questions concerning ... Include

1 October 21, 2014

REQUEST FOR PROPOSAL

FLC RFP #3144

DATABASE ADMINISTRATION

MANAGED SERVICES

Due:

2:00 PM

November 10, 2014

2 October 21, 2014

Contents I. PURPOSE OF THE REQUEST FOR PROPOSAL ............................................................................................ 3

A. Statement of Need ............................................................................................................................... 3

B. Service/Product Requested ................................................................................................................. 3

II. INSTITUTIONAL BACKGROUND ................................................................................................................ 4

A. Current Environment ........................................................................................................................... 4

III. FLC CONTACT INFORMATION .................................................................................................................. 5

IV. PROPOSAL SUBMISSION ...................................................................................................................... 6

A. Due Date .............................................................................................................................................. 6

B. Schedule ............................................................................................................................................... 6

C. Proposal Submission ............................................................................................................................ 6

1. Executive Summary .......................................................................................................................... 7

2. Company Overview .......................................................................................................................... 7

3. Project Team Staffing ....................................................................................................................... 8

4. Scope, Approach, and Methodology................................................................................................ 8

5. Deliverables ...................................................................................................................................... 8

6. Detailed and Itemized Pricing .......................................................................................................... 9

7. Service Level Agreement (SLA) ...................................................................................................... 10

8. Acceptance Period ......................................................................................................................... 10

9. Fort Lewis College Contract and Special Provisions ....................................................................... 10

10. References ................................................................................................................................. 11

11. Security ...................................................................................................................................... 11

12. FERPA/HIPPA .............................................................................................................................. 11

13. FLC Privileged Access Agreement .............................................................................................. 11

14. Ownership of data...................................................................................................................... 11

15. Authentication of Bid ................................................................................................................. 12

Appendix A: Privileged Access Agreement............................................................................................. 13

Appendix B: Authentication of Bid ......................................................................................................... 15

3 October 21, 2014

I. PURPOSE OF THE REQUEST FOR PROPOSAL A. Statement of Need

Fort Lewis College has a need to fill a vacant role for the Database Administrator (DBA) position in order to

provide administration and support for the enterprise-wide Oracle database environments utilized by our ERP system, Ellucian Banner, as well as other smaller systems such as MySQL, SQLServer, Apache, Tomcat,

and IIS. This role was once filled by a single full-time employee and has been vacant for one year, with

database administration services provided by temporary managed services along with a FLC backup DBA. We are in need of a more long-term solution for database administration managed services.

The key benefits we anticipate from such a service include:

24x7/365 monitoring of the health and performance of the databases

FLC lacks adequate manpower to consistently monitor the health and performance of the databases

24x7/365. We would like to find a managed services team that will take over the responsibility of

monitoring and provide acceptable Service Level Agreements (SLA) that align with our business needs.

Oracle Expertise

While FLC has internal resources with Oracle knowledge, we are looking for a managed services team that are Oracle experts who can take ownership of our environment and lead us into an exemplary state of

best practices. This will also lead to faster problem resolution and the ability to be more proactive in

problem avoidance and capacity planning.

Lower and more consistent costs

The ability to budget for monthly fixed costs for the database administration managed services.

By utilizing comprehensive managed database administrator services, FLC expects to have more consistent

and precise 24x7/365 monitoring of the health and performance of the databases, a fine-tuned and

updated database environment managed by Oracle experts, and fixed monthly costs for easier budgeting.

B. Service/Product Requested

Fort Lewis College requests proposals for comprehensive managed database administrator services to provide administration and support for the enterprise-wide Oracle database environments. Proposals

should address the following business requirements:

24x7/365 monitoring and support of Production Oracle database environments

Agreed upon hours of support of non-production database environments (i.e. Development, QA, Test, etc.)

Proposed Severity Levels and Service Level Agreements

Database cloning/refreshes

Database patching research and application

Database upgrades (minimum requirement of “dot releases”)

Creation/modification of custom tables, indexes, tablespaces and other DDL requests

4 October 21, 2014

Performance tuning, capacity planning, and architecture planning

Backup and recovery implementation and testing

Disaster recovery planning

Hourly cost for out-of-scope requests/projects requested by FLC

II. INSTITUTIONAL BACKGROUND

Fort Lewis College is a selective public liberal arts college located in Durango, Colorado. We are committed

to accessible and high quality baccalaureate education, and our hallmarks are remarkably close

relationships between students and faculty, the freedom of intellectual exploration, and the challenge of experiential learning. Our 4,000 students come from 50 states, 17 countries, and 145 American Indian

tribes and Alaskan Native villages. With its rich cultural heritage, Fort Lewis College is a great place to

learn and work. Fort Lewis College is a member of the Council of Public Liberal Arts Colleges and is

accredited by the Higher Learning Commission of North Central Association of Colleges and Schools.

Durango, the hub of Southwestern Colorado, is a thriving multicultural community set along the beautiful

Animas River Valley. Averaging 300 sunny days per year and situated at 6,500 feet between the foothills of the San Juan Mountains and the headwaters of the Colorado Plateau, Durango is renowned for its outdoor

opportunities. In the winter, Durango Mountain Resort, Wolf Creek Ski Area, Telluride Ski Resort, and Taos

Ski Valley are all within easy drives, and backcountry skiing, snowboarding, and snowshoeing are easily

accessible. In warmer seasons, hiking, biking, river running, golfing, and fishing can be enjoyed right

downtown. Durango itself is a small, friendly, historic town of 15,000, and is the seat of La Plata County,

with a population of 50,000. Durango features numerous dining, shopping, and cultural amenities usually associated with larger urban areas, and is connected by major airlines directly to Denver and Phoenix.

A. Current Environment

Fort Lewis College campus is fully networked with Ethernet and Wireless connectivity to every residence

hall room, office space, and classroom. FLC is connected to the Internet and Internet II by two 300Mbs Ethernet connections directly to the Front Range GigaPop (FRGP) and a local ISP. FLC anticipates adding a

third 300Mbs connection by year end. Systems supported by the Information Technology Department

include:

Oracle database – Campus EE License o 9 Production Oracle 11gR2, RH Linux database environments

o 7 Development Oracle 11gR2, RH Linux database environments

o iSCSI SAN storage used for all databases o RAC is not implemented on any database

Ellucian Banner Administrative Information System (ERP)

o Accounts Receivable

o Advancement

o Finance o Financial Aid

o General Web

5 October 21, 2014

o General

o Payroll o Position Control (HR)

o Student

o TouchNet Banner Connect o WebTailor

Evisions Argos Reporting

Automic Applications Manager

Uportal

CAS single sign-on

Shibboleth federated sign-on

Active Directory LDAP

Exchange 2007 (in process of migrating to 2013)

Blackboard Transact

Blackboard Analytics

Confluence Wiki

Dot Net Nuke

Apache/Tomcat Web Servers

Oracle WebLogic/Fusion Middleware 11g

Microsoft Server

MS SQLServer

RedHat Enterprise Linux

Conference Programmer

Maxient

TMA

III. FLC CONTACT INFORMATION

Administrative/Contractual Contact

Any questions concerning contractual terms and conditions or proposal format must be directed to:

Matthew McGlamery

Director of Information Technology

[email protected]

(970) 247-7065

Technical Contact

Any questions concerning technical specifications or Statement of Work requirements must be directed to

either:

Alicia Hernandez

Manager Administrative Systems

[email protected]

(970) 247-7677

6 October 21, 2014

Matthew McGlamery

Director of Information Technology

[email protected]

(970) 247-7065

Purchasing Contact

Any questions concerning submittals or a resulting purchase order must be directed to:

Wayne Hermes

Director of Purchasing

[email protected]

(970) 247-7432

IV. PROPOSAL SUBMISSION

A. Due Date

All material must be electronically submitted to [email protected] no later than 2:00 PM (MDT)

November 10, 2014. Identify the email by adding “RFP #3144- Data Base Administration Managed

Services” in the subject line.

B. Schedule

The following is an estimate of the project timeline:

October 21, 2014 RFP Available to Vendors

November 10, 2014 Due Date for Proposals

November 11, 2014 – November 14, 2014 Evaluation Period

November 17, 2014 Notification of Intent to Award

November 17, 2014 – December 05, 2014 Best and Final Negotiations, and Contract Management

December 8, 2014 Estimated Start Date

January 16, 2015 Estimated Project Acceptance

C. Proposal Submission

All Proposals must be submitted in electronic format. Duplicate paper proposals may also be included but

are not required.

Award of the contract resulting from this RFP will be based upon the most responsive Vendor whose offer

will be the most advantageous to Fort Lewis College in terms of:

Cost

7 October 21, 2014

Functionality

Vendor stability

Vendor ability to meet the schedule of events timeframe

references

Fort Lewis College reserves the right to:

Reject any or all offers and discontinue the RFP process without obligation or liability to any potential vendor

Accept other than the lowest priced offer

Award a contract on the basis of initial offers received, without discussions or requests for best

and final offers

Negotiate a best and final offer after the award

Award more than one contract

Vendor’s proposals shall be submitted in several parts as set forth below. The Vendor will confine its submission to those matters sufficient to define its proposal and to provide an adequate basis for Fort

Lewis College’s evaluation of the Vendor’s proposal.

Vendor’s proposals in response to this RFP will be incorporated into the final agreement between Fort

Lewis College and the selected Vendor(s). The submitted proposals are suggested to include each of the following sections:

1. Executive Summary

2. Company Overview

3. Project Team Staffing 4. Scope, Approach, and Methodology

5. Deliverables

6. Detailed and Itemized Pricing

7. Service Level Agreement (SLA)

8. Acceptance Period

9. Colorado State Contract

10. References

11. Security

The detailed requirements for each of the above-mentioned sections are outlined below.

1. Executive Summary

This section will present a high-level synopsis of the Vendor’s responses to the RFP. The Executive

Summary should be a brief overview of the engagement, and should identify the main features and

benefits of the proposed products and services.

2. Company Overview

8 October 21, 2014

Provide the following for your company:

Official registered name (Corporate, D.B.A., Partnership, etc.), Dun & Bradstreet Number, Primary

and Secondary SIC numbers

Address

Main telephone number

Toll-free numbers

Facsimile

Website URLs

Key contact name, title, address (if different from above address), direct telephone and fax numbers

Person authorized to contractually bind the organization for any proposal against this RFP

Brief history, including year established and number of years your company has been offering

managed database administrator services

3. Project Team Staffing

Include biographies and relevant experience of key staff and management personnel. Describe the

qualifications and relevant experience of the types of staff that would be assigned to this project by

providing biographies for those staff members. Some project staff members will have access to sensitive student information; describe how your company qualifies employees to work with sensitive student

information.

4. Scope, Approach, and Methodology

This section should include a description of each major type of work being requested of the Vendor.

Information provided in this section may be held in strict confidence if requested. The proposal should

reflect each of the sections listed:

Hardware and software requirements (if applicable)

Project team list (including CV as team members)

Alliance/partnerships, if applicable, with other Vendors

Project implementation plan

5. Deliverables

a) Required Deliverables

Please provide documentation on how your proposed solution meets the following needs:

Monitoring, Support, and Administration of the following database environment: o Oracle database – Campus EE License

9 Production Oracle 11gR2, RH Linux database environments 7 Development Oracle 11gR2, RH Linux database environments

9 October 21, 2014

iSCSI SAN storage used for all databases

RAC is not implemented on any database

Administration of the database systems. Insuring appropriate patch levels and software releases

are kept current, along with other administrative tasks associated with managing the database systems.

A minimum offering of one (1) release or “dot upgrade,” per Oracle home pair (Production and

Test) monthly, to be requested by and coordinated with FLC.

A minimum offering of up to two (2) database clones per month, to be requested by and

coordinated with FLC.

Research and application of quarterly security patch releases, to be requested by and coordinated

with FLC.

Monitoring of the database systems 24x7/365. A Service Level Agreement (SLA) will be required to

establish and ensure appropriate level of database support.

Technical support should be available from qualified DBAs 24x7/365. Response time for break/fix depends on the severity as agreed upon by the Vendor and FLC.

Coordinate business rules and configuration changes making sure any changes that affect the

database systems are communicated to and coordinated with FLC.

Identify changes in consultation with FLC necessary to implement the changes and estimate the effort required to make the changes.

Tuning and testing of database systems to fix reported bugs, implement changes, and implement enhancements that are approved and prioritized by FLC.

Audit, as needed and requested by FLC, an in-depth review of specific functions to ensure that

people, processes, and technology are working at baseline levels, and make recommendations for improvement.

Report bugs, outages, or other signs of trouble to FLC as agreed upon based on SLA and Severity

Levels.

Fault diagnosis and troubleshooting.

Run regression tests on each database release and report any errors found to FLC.

Ensure compliance with FLC backup and restore procedures.

Support will be provided remotely via a VPN or other secure access method to be determined and

provided by FLC.

Support team comprised of U.S.-based resources only.

b) Optional Deliverables – Price Separately

Support of the middle tier technologies in an Ellucian Banner environment including, but not limited to, Oracle WebLogic/Fusion Middleware, Oracle HTTP Server, Oracle Forms/Reports,

Apache, and Tomcat.

Maintenance and support of Microsoft SQLServer environment (2008 R2 and 2012).

6. Detailed and Itemized Pricing

The initial contract term shall be one (1) year with four optional one (1) year renewals.

10 October 21, 2014

Monthly minimum pricing for a set number of hours of support with a per hour cost for additional

hours worked

Monthly fixed price for all-inclusive, unlimited number of support hours

Pricing must be all inclusive, including but not limited to:

One-time charges

Ongoing charges

Charges during the acceptance period

Cost increases

7. Service Level Agreement (SLA)

A Service Level Agreement (SLA) will be required to establish an appropriate level of support to ensure

adequate database support. Database availability measures the Vendor’s efforts to ensure all databases meet the availability goals identified in the SLA. These metrics will be reported each month by the Vendor

with a cumulative report showing availability.

Uptime / Availability FLC’s database systems are required to be up and operational

24x7/365.

Maintenance Window The FLC IT Department currently utilizes a weekly maintenance window held on Wednesday mornings between 5:00 AM – 7:00 AM

(MDT). It is imperative the Vendor selected will be able to accommodate this schedule for database and system maintenance.

Technical Support Technical Support should be available from a qualified DBA

24x7/365. Response time for break/fix depends on the severity.

8. Acceptance Period

Identify the criteria and vendor expectations which would be used to evaluate a successful

implementation and product acceptance. Identify a typical timeframe for product acceptance.

9. Fort Lewis College Contract and Special Provisions

A Fort Lewis College Contract, meeting the requirements of Fort Lewis College, the Colorado Office of the State Controller, and laws of Colorado, will be required. The contract must be reviewed and signed by representatives of Fort Lewis College and the Colorado Attorney General. A model contract can be viewed at:. http://www.fortlewis.edu/purchasing/Contracts.aspx . It is highly recommended this model contract is used in order to avoid significant delays in the contracting process In this section, specifically acknowledge the use of the Fort Lewis College Contract and Special Provisions

as first in the order of contract precedence. Provide any additional contract language, addendums, or

agreements you would require. The Fort Lewis College Contract and Special Provisions document are non-

negotiable as per the Colorado State Controller. Please note: Colorado State Law prohibits Fort Lewis

11 October 21, 2014

College from indemnifying any company and all contracts must use Colorado as the choice of law. Please

note the insurance requirements, as a remote support contract the automobile insurance is not required.

Any RFP responses which do not comply with this section will be rejected.

10. References

Provide a minimum of three (3) Higher Education references which have a similar technical environment

as FLC. Identify the reference institution, contact, and services utilized at the institution.

11. Security

This section should provide an overall description of the systems and organization’s information security.

Include what security protocols are used, physical security measures, regulatory compliance, location of

off-premise data centers, and 3rd party hosting vendors (if applicable). Include the vendor incident management plan in the event of a data breach. The evaluation of the vendor responses may require

follow up questions by FLC. FLC is willing to sign a non-disclosure agreement if necessary.

12. FERPA/HIPPA Acknowledge in this section that contractor must adhere to Federal FERPA (Family Education Rights and Privacy Act) and HIPAA (Health Insurance Portability and Accountability Act) regulations.

13. FLC Privileged Access Agreement Acknowledge in this section the contractor is required to have individual accounts for each person working

on FLC systems and each person is required to sign a FLC Privileged Access Agreement.

The Office of Information Technology at Fort Lewis College is committed to advancing the ethical and

responsible use of all information systems, and will not tolerate illegal, dishonest, improper, or

irresponsible use. Contractors are selectively granted privileged access to the College’s information

systems in order to provide technology services to the students, faculty, and staff of Fort Lewis College.

Privileged access enables an individual to take actions which may affect computing systems, network

communication, or the accounts, files, data, or processes of other users. This access imposes responsibility

and obligation upon the Information Technology personnel to use the systems in an ethical, professional,

and legal manner that is strictly within his or her authorized job functions. Each account is unique to the individual and is not to be shared.

By submitting a Proposal in response to this RFP, you understand and agree that if awarded a contract, a

signed FLC Privileged Access Agreement will be required by all personnel responsible for supporting the

FLC environment.

14. Ownership of data Acknowledge in this section that all data managed under the contract is the sole property of Fort Lewis

College and may not be copied or distributed outside of the Fort Lewis College network. Provide your

data privacy agreement.

12 October 21, 2014

15. Authentication of Bid This form must be signed in blue or black ink only and inserted immediately after the Cover Sheet. This is

required in only the original proposal.

13 October 21, 2014

Appendix A: Privileged Access Agreement

Office of Information Technology

Privileged Access Agreement

The Office of Information Technology must grant Information Technology personnel privileged access to the College’s information systems in order to provide technology services to the students, faculty, and staff of Fort Lewis College. Privileged access enables an individual to take actions which may affect computing systems, network communication, or the accounts, files, data, or processes of other users. This access imposes responsibility and obligation upon the Information Technology employee to use the systems in an ethical, professional, and legal manner that is strictly within his or her authorized job functions.

In exchange for the privileges granted as an employee of the Office of Information Technology, you agree

to abide by the following standards:

1. To use your privileged access account(s) only when required. Normal accounts, without broad

privilege, shall be used in the ordinary performance of duties, whenever such accounts provide

the means to accomplish the job.

2. To use your privileged access only to perform assigned job duties. Examples may include:

• Relocating files when systems are upgraded, repaired, or replaced.

• Performing repairs required to return a system to normal function, such as fixing files or

file processes, or killing runaway processes.

• Running security checking programs.

• Accessing user data to the extent necessary to resolve a problem.

• Remotely accessing user’s desktops with their permission for the purpose of solving a

problem.

• Granting, changing, or denying resources, access, or privilege to another individual

following existing organizational guidelines and procedures.

3. To respect user privacy by accessing contents of electronic email or files only where necessary to

resolve a problem or comply with legal requirements.

4. To take every reasonable precaution to:

• Prevent unauthorized access to any passwords, user identifications, or other information

that may be used to access the systems.

• Prevent unauthorized access to information contained in or obtained from the systems.

• Protect the confidentiality of information encountered in the performance of your duties.

If you inadvertently see information possibly indicating inappropriate use, you shall

consult with your supervisor or other available authority.

14 October 21, 2014

5. To share, copy, transmit, alter, or delete information in these systems only when required to

perform your duties.

6. To obtain permission from the Steward of the data before altering or deleting the data. Under

most circumstances, the consent of the account owners should be obtained, if possible, before

accessing their files or interfering with their processes. However, if good faith efforts to obtain

consent are not successful and changes are necessary to maintain acceptable system

performance, actions may be taken without consent and you will notify the affected individual of

the action(s) taken and the reasons for the action(s) taken as soon as possible.

7. To seek guidance from your Information Technology Manager whenever you are unsure of the

correct decision regarding appropriate use, confidentiality, or access, and to do so BEFORE you

take any action on the support issue in question.

8. To report any incidents of non-compliance with the terms of this agreement to your Information

Technology Manager.

The Office of Information Technology is committed to advancing the ethical and responsible use of all

information systems, and will not tolerate illegal, dishonest, improper, or irresponsible use. Any violation

of these standards is a serious offense and may result in disciplinary action up to and including termination of your employment at the College. Illegal activities may be reported to the appropriate civil

authorities for prosecution.

By signing below, you acknowledge that you have read and will comply with this Privileged Access

Agreement, the Acceptable Use of Information Technology Policy, and the Information Technology

Security Policy.

_____________________________________ _________________________

Employee

Date

_____________________________________ _________________________

Information Technology Manager

Date

Created 10/20/2005 Modified 10/20/2005 http://itsp.fortlewis.edu/Security/Policy/Privileged Access Agreement.doc

15 October 21, 2014

Appendix B: Authentication of Bid

RFP 3144 – Database Administration Managed Services

Authentication of Bid

I hereby certify:

1. That I am the bidder, a partner in the bidder, or an officer or employee of the bidding

corporation having authority to sign on its behalf.

2. That the submitted bids have been arrived at by the bidder independently and have been

submitted without collusion with, and without any agreement, understanding or planned

common course of action with, any other contractor, vendor of materials, supplies, equipment,

or services described in the RFP or IFB, designed to limit independent bidding or competition.

3. That the contents of the bid or bids have not been communicated by the bidder or its

employees or agents to any person not an employee or agent of the bidder or its surety on any

bond furnished with the bid or bids and will not be communicated to any such person prior to

the official opening of the bid or bids.

4. That the bidder is legally entitled to enter into contracts with Fort Lewis College and is not in

violation of any prohibited conflict of interest.

Signed By: ________________________________ Firm: ______________________________

Print Name: ______________________________ FEIN #: _____________________________

Title: ____________________________________ Email: _____________________________

Address: _____________________________ Phone: ____________________________

______________________________________