Common use of GIS System Maintenance and Support Projects Clause in Contracts

GIS System Maintenance and Support Projects. If assigned by City, CONSULTANT will provide Services under this GIS System Maintenance and Support specialized area of focus, including for example and without limitation the following types of projects: a) Assess and tune GIS services and geo-database to ensure high performance. b) Update/upgrade all of department-specific GIS Databases/GIS applications when a new version becomes available (keeping all such applications online or with minimum downtime during such upgrades). c) Ensure that department-specific GIS systems and applications in development, staging and production environments are up to date and in sync with all major releases of Esri ArcGIS Server, ArcGIS Portal, Oracle, SQL Server, FME and ArcGIS Desktop software, ArcGIS JavaScript API and other software. d) Update and enhance the City’s enterprise ArcSDE and Oracle Geodatabase by ensuring that the Oracle version and patches are all up to date. e) In performing GIS application maintenance and support projects under this specialized area of focus, CONSULTANT will conform to the following requirements: i. Resolve critical second-level GIS application issues as required. (City will be responsible for first-level support of the GIS application). ii. The CONSULTANT shall maintain information for each service request, including but not limited to, problem description, start and end dates/times, actual or potential root cause(s), corrective action taken, and future action required. iii. The CONSULTANT shall provide maintain task details within the application where all the task orders from City will be recorded, approved, tracked, and managed throughout the life cycle. iv. The CONSULTANT shall develop and provide knowledge transfer documentation per request. v. The CONSULTANT shall work with City IT to provide monthly/weekly status reports including, but not limited to, work orders analysis, actual hours usage, average cycle time, quality issues, and improvement recommendations during the tenure of an assignment. vi. To the extent any assigned on-call project requires CONSULTANT availability during CITY business hours, the CONSULTANT shall be available, as needed, between 6:00 a.m. PST to 6:00 p.m. PST weekdays, Monday through Friday, except for City holidays. vii. The CONSULTANT shall provide a problem escalation process to ensure urgent problems are resolved expeditiously, according to the City’s Proposed Service Level Agreement Summary (see table below) or CONSULTANT’S proposed service level agreement, as mutually agreed to the in the Task Order for the project. viii. The CONSULTANT shall provide a process to record after-hours problems for next day resolution. ix. The CONSULTANT shall ensure that all software modifications and upgrades are deployed using the configuration management, documentation, and integration, and acceptance testing requirements per the applicable contractual warranty and licensing. x. The CONSULTANT shall provide the appropriate technical resources (at agreed upon rates) to modify or enhance applications to ensure that the software continues to support City business requirements per the applicable contractual warranty and licensing. xi. The CONSULTANT shall provide justifiable resource and timeframe estimates for software design, development, testing, and deployment of all application modifications and upgrade requests within the timeframes in the City’s Proposed Service Level Agreement Summary (see table below) or CONSULTANT’S proposed service level agreement, as mutually agreed to the in the Task Order for the project. xii. The CONSULTANT shall begin and end each application modification and upgrade effort within the timeframe established in the City’s Proposed Service Level Agreement Summary (see table below) or CONSULTANT’S proposed service level agreement, as mutually agreed to the in the Task Order for the project. xiii. The CONSULTANT shall maintain source code version and release of software versions in the City source code repository as assigned by the City and adhere to City's configuration and source code management standards during the life of the project and per the applicable contractual warranty and licensing. xiv. The CONSULTANT shall provide and maintain coding standards and quality control to ensure coding readability, performance, and sustainability. xv. The CONSULTANT shall make proper resource allocation arrangements to ensure project support continuity during holiday seasons. Contract engagement with Consultant is based on labor hour for each City-approved Task Order. Hourly rates are fixed according to the rate schedule exhibit. Each Task Order with Consultant, except urgent system fix, will be reviewed and approved by City’s Project Manager (who is also the City’s GIS Program Manager) as detailed in this Agreement, providing supporting material such as Task Order scope; objectives, cost estimate, resource planning, and schedule are available. Consultant’s Project Manager will collaborate with CITY’s Project Manager to align objects, schedule, resource, and cost closely.