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Request for Proposal

Information Technology
Centralized Web Management Console

XYZ Technology Services

XYZ Technology Services
555 West Main Street
Orlando, FL 32830

The information in this RFP is confidential and proprietary and shall not be duplicated, used or disclosed in whole or in part for any purpose other than to prepare an appropriate response. This RFP may not be forwarded to any third party for evaluation or for any other purpose without the expressed written consent of XYZ Technology Services.

Statement of Work
1.1 Purpose
The purpose of this RFP is to invite prospective Website Hosting Service providers (Providers) to submit proposals to supply a centralized management console for its Internet of Things (IoT) automatic door locking system to XYZ Technology Services. 
XYZ Technology Services already had developed the door locking system and the connect web-app that would be used primarily by its customers.
The RFP outlines the relevant requirements for the required website hosting services. 
1.2 Coverage & Participation
XYZ Technology Services 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.
Upon receipt of this RFP, Recipient shall have previously submitted a signed copy of a Nondisclosure Agreement (“NDA”) with XYZ Technology Services. The NDA shall be applicable to this RFP, your response, and all future dealings between the Recipient and XYZ Technology Services until the NDA termination.
1.3 Proposal Costs; No Obligation to Contract
All costs and expenses associated with reviewing this RFP or preparing a response thereto is solely the responsibility of the Provider. XYZ Technology Services will not reimburse the Provider for any costs or expenses incurred by the Provider regarding the response to this RFP. Nothing in this RFP shall obligate, or be deemed to obligate, XYZ Technology Services to purchase any products or services from any Provider or to enter into any business arrangements of any kind with any Provider.
1.4 Provider Obligations and Responsibilities
By the act of submitting a response, the Provider will be held accountable for having informed him or herself of the following:
1. The conditions under which the services provided by the Provider will meet XYZ Technology Service’s requirements, including those outlined within this document,
2. The conditions that satisfy the contents of this and all other applicable contracts and documents, and
3. The conditions that satisfy all prevailing law, ordinances, provisions, rates and labor conditions.
Any failure or omission to so inform him or herself will not relieve the Provider from the obligation to successfully execute and deliver the terms therein.
General Information
2.1 About XYZ Technology Services Corporation

XYZ Technology Systems was founded in 2016 originally as a centralized monitoring application for use with smart phones. As the variety of various Internet of Things (IoT) devices grew, XYZ Technology Services sought to expand its app development opportunities. Therefore, in August of 2016, XYZ Technology Services purchased TS Security Systems, a manufacturer of door locking systems for homes and businesses.
After this acquisition, XYZ Technology Services ventured into physical manufacturing of its own IoT device, the XYZ Smart Door Lock. The XYZ smart door lock attaches to any existing door and uses the same internal mechanics as any standard door lock uses today. The advantage is that hidden within the lock are the electronics to connect this lock with your home’s Wi-Fi network, Bluetooth identification, and smart home devices. Allowing for any homeowner to increase the scale and functionality of who has access to their home without the need for creating additional keys. However, this is a technology tool and does require electricity to function. This is why there are automated alerts built within the door lock letting the homeowners know when the batteries need to be replaced. Additionally, if the batteries do happen to lose their charge before being replaced, the door lock also comes with two standard issue keys that can be used to manually unlock the door.
XYZ Technology Corporation now has 5 locations and approximately 175 employees of staff. With its headquarters right here in Orlando, Florida. The organization primarily works within normal business hours, but also has a 24 x 7 tech support call center which consist of 10 employees divided among all three day and nighttime working shifts.
2.2 Existing Situation
Based on customer reviews, and feedback by its employees, a piece seems to be missing in the technology ecosystem of this product; the web-based central management console.
This falls in-line with the strategic goals of the organization, as they would also like to have these devices managed from remote locations, even overseas, where cell phone connectivity is less available, but internet connectivity can still be gained in select locations.
2.3 Scope of Services
Scope, requirements, and information specified in this document are believed to be accurate. More detailed information may be available prior to SOW execution.
The following in-scope areas are targeted for outsources and proposals for a centralized management console to the specified requirements being requested.
· Application & Technology Stack Management for the centralized management console
· Support should include the implementation of new modules and configurations as needed, support for XYZ Technology Service administrators, user training, etc.
· Datacenter Hosting (Cloud-Based Hosting is preferred)
· Network Management including a guaranteed up-time commitment
· Information Security Management
2.4 Agreement Term
XYZ Technology Services is seeking to partner with a hosting service provider for 5 years with annual renewal options. Flexibility for XYZ Technology Services to change major products if desired.

2.5 Schedule of Events
XYZ Technology Services will award the deal and begin contract negotiations 60 days after the receipt of all RFP responses. Once the contracts are executed, the onboarding of the centralized management console should be available for beta testing are expected to be completed in six (6) months.
Proposal Preparation Instructions
3.1 Provider’s Understanding of the RFP
In responding to this RFP, the Provider accepts the full responsibility to understand the RFP in its entirety, and in detail, including making any inquiries to XYZ Technology Services as necessary to gain such understanding. Client reserves the right to disqualify any Provider who demonstrates less than such understanding. Further, XYZ Technology Services reserves the right to determine, at its sole discretion, whether the Provider has demonstrated such understanding. This 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 XYZ Technology Services.
3.2 Good Faith Statement
All information provided by XYZ Technology Services, in this RFP is offered in good faith. Individual items are subject to change at any time. XYZ Technology Services, makes no certification that any item in this RFP is without error.
Note – All RFP communications between XYZ Technology Services and Provider solicited for the RFP are considered confidential and shall not be distributed outside of these audiences.
3.3 Communication
Provider’s inquiries, questions, and requests for clarification related to this RFP are to be directed in writing (email) to:
Attention: [This Courses Instructor]
E-mail: [This Courses Instructor Email Address]
Formal Communications shall include, but are not limited to:
· Questions concerning this RFP must be submitted in writing (email) and be received prior to 30 days of the RFP release.
· Errors and omissions in this RFP and enhancements should be brought to XYZ Technology Service’s attention prior to 60 days of the RFP release.
· Verbal and/or written presentations and pre-award negotiations under this RFP.
3.4 Proposal Submission
Responses to the RFP are to be delivered via both electronic and hardcopy format. Electronic copies should be delivered via email in PDF or Word formats and should be constructed as a single primary document that may have links to supporting or reference material.
Attention: [This Courses Instructor]
E-mail: [This Courses Instructor Email Address]
Telephone: 212-555-3628
Hardcopy responses should be delivered to the address below:
XYZ Technology Services
Attention: [This Courses Instructor]
555 West Main Street
Orlando, FL 32830
3.5 Provider Contact
Please provide a single point of contact for subsequent conversations and potential negotiations. This contact should have the ability to develop project arrangements (that is, assemble appropriate staffing and develop necessary contracts) as well as have the authority to negotiate and approve contracts. Please provide us with the following information for this contact:
· Name
· Phone
· Title
· Company
· E-mail
· Address
3.6 Method of Evaluation
The evaluation of each response to this RFP will be based on its demonstrated competence, compliance, format, and organization. The purpose of this RFP is to identify those Providers that have the interest, capability, and financial strength to provide Client with a Premier Data Center Hosted environment and associated Services.
Evaluation Criteria:
1. Capability of Provider to meet or exceed requirements set forth in Scope of Work (Section 5).
2. Financial stability of Provider.
3. Demonstrated successful partnerships with current clients.
4. Competitive pricing.
5. Ability and skills of technical support staff.
6. Client references.
3.7 Selection and Notification
Providers determined by XYZ Technology Services 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 Providers via mail and/or email. Those Providers who were not selected for the negotiation phase will also be notified via mail and/or email.
Provider Information
Please supply the information requested in the following sections for all service areas for which Provider is submitting a quote. The Provider Company Overview section should be completed if Provider is submitting a quote for any of the service areas. The Data Center Hosting Facility section should be completed if Provider is quoting the Mainframe services andor Intel Server-based Computing services.
The section number and subsection number should be included as part of the response to facilitate evaluations.
4.1 Provider Company Overview
4.1.1. Full legal name of the company, corporate address, phone numbers, contacts.
4.1.2. Year business was established. Company history Summary
4.1.3. Business or Industry focus
4.1.4. Number of people currently employed
4.1.5. Income statement and balance sheet for each of the two most recently completed fiscal years certified by a public accountant
4.1.6. Outline of Service Offerings
4.1.7. List of partnerships
4.1.8. Total number of current clients
4.2 Scope of Support Capabilities
Please complete the following support capabilities grid to identify whether the Provider has the capabilities to deliver the requested scope of services. Indicate with an ‘X’ andor provide explanation.

Provider has the capability

Provider will deliver the capability through another partner? Who?

Do not provide the capability.

Website Hosting Infrastructure

Website Authentication Services

Maintenance of Industry accepted security standards (PCI-DSS Compliance)

Electronic payment and tracking services

4.3 ProviderCustomer Relationship Management
4.3.1. Do you provide dedicated account management for your services relationship?
4.3.2. Describe your approach to service change management. Do you use change s to modify services?
4.4 Managed Hosting Services
4.4.1. Provide a description of your data center hosting facilities.
4.4.2. Provide details on number of servers and other key metrics associated with servers and storage currently hosted in data center facilities managed by Provider.
4.4.3. Provide descriptions of services (e.g. Monitoring, Backup, Disaster Recovery, Security, etc.) available today under managed services offering. Include the number of clients or similar measure of the quantity of services being performed for external clients.
4.4.4. Provide description of available service levels.
4.4.5. Provide options for software licensing ownership for services, particularly Microsoft server and database software licensing.
4.5 Procurement, Contract Negotiation & Asset Management Services
4.5.1. Provide descriptions of services available today under managed services offering.
4.5.2. Do you offer technology contract negotiation capabilities? Are their consortium or bulk- ing discount opportunities that you leverage for multiple clients?
4.5.3. Provide description of available service levels including sourcing financial objectives. How do you pass financial benefits, e.g. cost savings to your client?
4.6 Project Management & Support
4.6.1. Provide example descriptions of two large technology projects that Provider has managed on behalf of its clients.
4.6.2. Does Provider have shared resources who can provide project management services?
4.6.3. Would Provider have available ad-hoc technology resources for technology projects? How would you allocate time for project services versus operational managed services for resources dedicated to the XYZ Technology Services account?
Managed Hosting
5.1 Required Services
The Provider should include the necessary capacity or hardware acquisition costs in the managed services proposal to operate. Data Center infrastructure is not expected to be purchased by XYZ Technology Services. Provider should also include necessary costs to host the required hardware in a Provider-managed data center as part of the managed service offering.
5.2 Scope of Services to Include:
Services to be provided include but not limited to:
· Hardware, operating system, and virtual server management, including installation and configuration
· System administration including patching and upgrades
· Security administration, including user account provisioning and access management
· Backuprestore management
· Antivirus administration
· Change Management
· Problem management and reporting
· Performance Monitoring
5.3 Network Requirements
Access to Data center hosted applications will require up to 100MB of bandwidth
5.4 Disaster Recovery
A disaster recovery plan has not been identified for the current solution. Production data should be backed up daily and maintained in an off-site recovery location with at least 7 days retention. The recovery location should have at least 60% capacity of the production server capacity.
5.5 Service Level Agreements
· Systems have required availability to users of > 99.6% during operating hours – 24 x 7 x 365.
· System maintenance windows are coordinated around the XYZ technology Services operating schedule. Impact to XYZ technology Services operations must be minimized.
5.6 Project Management & Support
Provider management and support should be provided on an ad-hoc basis with a predefined capacity of resource hours. The collective project resource hours (aka “bucket of hours”) should be agreed upon on a quarterly basis with XYZ Technology Services stakeholders. Certain resources dedicated to the XYZ Technology Services account may be used for projects where a percentage of their time will be reserved for projects; the Provider should specify the allocation by resource.
Services should include:
Project Management
· Project scope definition
· Project timeline and resource effort estimating
· Project scheduling and tracking including activity status, resource management, risk and issue management.
Business Analysis
· Business analysis and facilitation of solution design
Technology Resources
· Solution Design
· Technology Implementation effort
Responsibilities and Staffing Model
Provide a recommended staffing model including quantity of resources by service area. Identify whether the resources will be on-site or remote, dedicated or shared, skill level and the % of dedicated resource capacity allocated for providing the managed services vs project work.
Provide a representative high-level RACI (ResponsibleAccountableConsultedInformed) or equivalent description of the various roles between the Provider and the Customer in your standard or typical services relationship.
Pricing
All Providers must provide pricing information for the scope of areas of services outlined in Section 4 for which they would be able to provide services. The Providers must agree to keep these prices valid for 180 days starting on RFP close date. Providers may use their own forms for providing price quotes. Methods of price calculations and assumptions should be noted on the form.
Providers should provide monthly pricing for a 5-year term for the respective Service scope areas.
A rate card for ad-hoc Project Management and Technology consulting services should be provided for Project Management & Technology Resources.
References
All Providers must provide a minimum of three client references. At least one client must subscribe to each of the in-scope service areas that are being quoted by the Provider. We prefer the providers who are using similar products.

Contract
XYZ Technology Services standard terms and conditions are included in Appendix A. The Provider must review and indicate acceptance via a Yes or No response to the Client’s terms and conditions as part of the RFP response.
Please also provide a copy of your standard agreement including any specific terms and conditions related to services included in the RFP.
XYZ Technology Services is seeking an agreement for a 5-year term.
Person[s] authorized to negotiate on behalf of this firm for purposes of this RFP are:
Name: Title:
Signature: Date:
Name: Title:
Signature: Date:
Signature of Authorized Officer:
Name: Title:
Signature: Date:

Appendix A – Client Standard Terms and Conditions
Please specify whether the following terms are agreeable in the RFP response indicating Yes or No.
1. The contract shall be governed by the laws of the State of Florida.
2. Provider warrants that it owns and possesses all rights and interests in the licensed software and hardware necessary to enter into the contract, and shall indemnify and hold licensee, its agents, officers and employees harmless from any loss, damage or liability for infringement of any patent right or copyright or other property right with respect to the use of the licensed software and hardware.
3. Provider will have submitted a copy of its standard warranties and representations for its products that apply to this RFP, including optional warranties available for those products, which will have been submitted with the RFP response.
4. Provider shall indemnify licensee, its agents, officers and employees for damages resulting from negligence or misconduct of Provider, its agents, officers and employees.
5. XYZ Technology Services may assign the contract without the prior consent of the Provider to a present or future affiliate, subsidiary or successor.
6. Provider may not assign the contract without XYZ Technology Services prior written consent.
7. XYZ Technology Services information must be kept confidential.
8. Provider will not solicit employment of XYZ Technology Services personnel with whom Provider comes into contact.
9. Provider will permit XYZ Technology Service sits auditors and regulators access to Provider’s books and records relating to the contract.
10. Provider will have returned a signed copy of the Non-Disclosure Agreement with the RFP response.
11. Provider will have submitted a copy of its standard licensing and maintenance agreements that apply to this RFP, which will have been submitted with the RFP response.
12. Payment terms shall be Net 45 days. Client shall reserve the right to withhold payment on disputed amounts until resolution.
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