Common use of Recovery Services Clause in Contracts

Recovery Services. Recovery Services are the services necessary to recovery operations and the resumption of day- to-day business critical operations from both planned and unplanned events. These services may require snapshots in time, real-time duplication, archival services as well as other backup type solutions. Respondent solutions should provide a variety of options and also take into account new technologies (e.g. server virtualization) as they emerge with the following guidelines: The Department has the ability to update state contracted services defined herein at any time over the term of the contract, except when the Department is experiencing a disaster. Such updates shall be handled in accordance with the terms and conditions defined herein. The Eligible User Recovery Services and/or Network Services Schedules shall be defined in an Eligible Users Statement of Work (SOW). The SOW shall specify a location and the recovery services required by the Eligible User. The Eligible User may select the services needed from the Vendor‘s catalog of available services. When the Eligible User declares a Disaster, the Recovery Services provided by the Service Provider to the Eligible User may include the following services and shall be selected by the Eligible User and documented in an agreement between the Eligible User and the Provider: o Center-Based Recovery Services: These sites shall provide conditioned office space facilities that are located close to an agency's core operations and enable personnel to relocate to the Provider‘s facilities and quickly resume operations in the event of a disaster or disruption at the agency's location. To support recovery from the disaster or disruption, elements of the service may include: ▪ Fully-operational computers with networking capability ("hot sites") ▪ Environmentally-prepared computer space, properly equipped to support installation of computer systems ("cold sites") ▪ Communication services ▪ Network services In addition to space, equipment, and voice and data communications lines, Center-Based Recovery Services may also include complete call center voice recovery, with call recording and customer support functions. o Hot-site: This is a duplicate of the original site of the Eligible User, with full computer systems as well as near-complete backups of user data. Following a disaster, the Hotsite enables the Eligible User to relocate with minimal losses to normal operations. The up- time requirements for the Hotsite shall be determined by the Eligible User. Vendors shall propose optimal and optional solutions for the following: ▪ Mission Critical Items ▪ Business Critical Items ▪ Standard Items o Warm-site: These sites may include hardware and already established network connectivity, though on a smaller scale than the original production site or a hot site. Warm sites will have backups on hand, but they may not be complete and may be between several days and a week old. An example would be backup tapes sent to the warm site by courier. o Cold-site: This site is an environmentally prepared computer space properly equipped to facilitate the installation of a computer system and may include tape backup warehousing. o Office Space: Eligible Users may require an adequate and reasonable amount of office space in the same facility where the Hot-site or Cold-site is located that is properly equipped to facilitate the installation of terminals in which the Eligible User may use to operate that Hot-site or Cold-site. Eligible Users will describe office space requirements in their SOW, which may include any of the following: ▪ Local network connectivity – 10/100 Ethernet ▪ Local network connectivity – Gigabit Ethernet ▪ Workstations ▪ Tables ▪ Chairs ▪ Data/fax/analog lines ▪ Fax Machines ▪ Paper ▪ Pens ▪ Staplers ▪ Printers ▪ Check printers (MICR) ▪ Wireless access ▪ Other o Work Group Space: An adequate and reasonable amount of office space, properly equipped to accommodate the Work Group Configuration described in the SOW, which the Eligible User may use for the period of time determined in the Eligible User‘s SOW.

Recovery Services. Recovery Services are the services necessary to recovery operations and the resumption of day- to-day business critical operations from both planned and unplanned events. These services may require snapshots in time, real-time duplication, archival services as well as other backup type solutions. Respondent solutions should provide a variety of options and also take into account new technologies (e.g. server virtualization) as they emerge with the following guidelines: The Department has the ability to update state contracted services defined herein at any time over the term of the contract, except when the Department is experiencing a disaster. Such updates shall be handled in accordance with the terms and conditions defined herein. The Eligible User Recovery Services and/or Network Services Schedules shall be defined in an Eligible Users Statement of Work (SOW). The SOW shall specify a location and the recovery services required by the Eligible User. The Eligible User may select the services needed from the Vendor‘s catalog of available services. When the Eligible User declares a Disaster, the Recovery Services provided by the Service Provider to the Eligible User may include the following services and shall be selected by the Eligible User and documented in an agreement between the Eligible User and the Provider: o Center-Based Recovery Services: These sites shall provide conditioned office space facilities that are located close to an agency's core operations and enable personnel to relocate to the Provider‘s facilities and quickly resume operations in the event of a disaster or disruption at the agency's location. To support recovery from the disaster or disruption, elements of the service may include: ▪  Fully-operational computers with networking capability ("hot sites") ▪  Environmentally-prepared computer space, properly equipped to support installation of computer systems ("cold sites") ▪  Communication services ▪  Network services In addition to space, equipment, and voice and data communications lines, Center-Based Recovery Services may also include complete call center voice recovery, with call recording and customer support functions. o Hot-site: This is a duplicate of the original site of the Eligible User, with full computer systems as well as near-complete backups of user data. Following a disaster, the Hotsite enables the Eligible User to relocate with minimal losses to normal operations. The up- time requirements for the Hotsite shall be determined by the Eligible User. Vendors shall propose optimal and optional solutions for the following: ▪  Mission Critical Items ▪  Business Critical Items ▪  Standard Items o Warm-site: These sites may include hardware and already established network connectivity, though on a smaller scale than the original production site or a hot site. Warm sites will have backups on hand, but they may not be complete and may be between several days and a week old. An example would be backup tapes sent to the warm site by courier. o Cold-site: This site is an environmentally prepared computer space properly equipped to facilitate the installation of a computer system and may include tape backup warehousing. o Office Space: Eligible Users may require an adequate and reasonable amount of office space in the same facility where the Hot-site or Cold-site is located that is properly equipped to facilitate the installation of terminals in which the Eligible User may use to operate that Hot-site or Cold-site. Eligible Users will describe office space requirements in their SOW, which may include any of the following: ▪  Local network connectivity – 10/100 Ethernet ▪  Local network connectivity – Gigabit Ethernet ▪  Workstations ▪  Tables ▪  Chairs ▪  Data/fax/analog lines ▪  Fax Machines ▪  Paper ▪  Pens ▪  Staplers ▪  Printers ▪  Check printers (MICR) ▪  Wireless access ▪  Other o Work Group Space: An adequate and reasonable amount of office space, properly equipped to accommodate the Work Group Configuration described in the SOW, which the Eligible User may use for the period of time determined in the Eligible User‘s SOW.