Texas Health and Human Services
Thomas Suehs, Executive Commissioner
Texas Integrated Eligibility Redesign System (TIERS) Data Center
RFP NO. HHSC-529-12-0006
Direct all inquiries regarding this RFP to:
Abel Martinez, C.T.P.M
Page 1 of 18
Service Provider Guidelines
This Exhibit supplies specific information for the Service Provider’s use when responding to the
1. If the Service Provider wishes to suggest further changes to any of HHSC’s content or
requirements contained in this Exhibit/Attachment, these suggestions should be
summarized and submitted separately to HHSC in the Service Provider’s Suggestion Form
in Attachment 1-B of the RFP Instructions. Any notation of objections or issues associated
with the Exhibit/Attachment content does not eliminate or modify the requirements of this
Exhibit/Attachment or this RFP, and the Service Provider’s response must not assume any
incorporation of the Service Provider’s suggested changes.
2. The Service Provider should not view the possibility of requesting changes as an
opportunity to re-write the entire RFP. HHSC expects the Service Provider to comply with
the requirements as written, and changes should only be made for minor clarifications or if a
Service Provider will not comply with the requirement as written.
When used in this Agreement with initial capital letters, the terms listed in this Exhibit shall have
the meanings set forth herein.
Actual Uptime Of the Critical Uptime, the aggregate number of minutes during
which the applicable Service component defined in Attachment
4.0 is Available. For purposes of clarity, outages not caused by
the Service Provider are not counted against Actual Uptime.
Additional Resource Incremental charges for the use of the Services above the Monthly
Charge (ARC) Resource Baselines for such Services.
Agreement The contract awarded as a result of this RFP. At a minimum, the
following documents will be incorporated into the contract: this
RFP and all attachments and exhibits; any modifications,
addendum or amendments issued in conjunction with this RFP;
HHSC’s Uniform Contract Terms and Conditions (UTCs), Version
1.4.1, the successful Respondent’s proposal, any document
formally executed by both parties indicating their assent to the
terms of the contract, and any other documents expressly
identified by the parties and incorporated into the final contract as
well as all exhibits or attachments to any such documents.
Notwithstanding the foregoing, unless expressly provided or the
context otherwise requires, references to the Agreement in
conjunction with section or article references shall be deemed
references to TIERS RFP Attachment 1.0.
Applications Development HHSC application, maintenance and development support staff.
and Maintenance or ADM
Applications and All software programs and programming (and all modifications,
Applications Software replacements, Upgrades, enhancements, documentation,
materials, media, on-line help documentation and tools related
thereto) that perform user-related information processing functions
or support day-to-day operations (including the supporting
documentation, media, on-line help facilities, and tutorials), or
otherwise used in the provision of Services by Service Provider.
Applications Software does not include the tools, utilities, or
Operating Software or Systems Software used to deliver
Architecture The design, process, strategies, and specification of the overall
structure, logical components, and the logical interrelationships of
Equipment and Software, including System Software, a Network,
or other reasonably related conception.
Asset Inventory and An automated, database-driven application used to store, query,
Management System and continuously update asset inventory information for all assets
(AIMS) used in association with the Services, whether the assets are
located at HHSC Facilities or Service Provider Facilities.
Authorized User(s) Any person designated by HHSC to receive or use the Systems or
Services provided by Service Provider.
Availability or Available That the full functionality of a Service component is available for
use by the Authorized Users and is not degraded in any material
Batch The daily or nightly process which takes pending transactions and
performs the work associated with them.
Business Continuity The overall enterprise plans and specific activities of and/or
Services Service Provider that are intended to enable continued business
operations in the event of any unforeseen interruption (e.g. plans
and activities to move a department to a new location in the event
of a disruption).
Business Day Each day from Monday through Friday, excluding State and
Call A contact (including by telephone, voicemail, electronic mail, fax,
automated tool or web request) to Service Provider reporting a
problem, requesting assistance or Services, or asking a question
pertaining to the Services, as well as automated alerts and other
problem and Service notifications communicated to Service
Change Control The procedures to ensure that any change in the standards,
Procedures processes, procedures and controls or associated technologies,
architectures, standards, products, Materials, Equipment, Systems
or services provided, operated, managed, supported or used in
connection with the Service is controlled, including the submission,
recording, analysis, decision making, and approval of the change.
Change Management or The process(es) relating to planning and performing all changes in
Change Management HHSC’s IT environment pertaining to the Services, including
Process(es) changes to individual components and coordination of changes
across all components. The Change Management processes will
support and include checkpoints to determine any potential or
required Change Control Procedures.
Change Management The tool(s) employed to store and track the Change Management
System (CMS) Processes.
A Service Delivery related Problem that has occurred numerous
Chronic Service Issue (or
times with no known corrective action for the Problem and resulted
in a) repeated failures to meet the requirements set forth in the
Statements of Work and b) a significant disruption of Service or
Service performance to the HHSC Customer.
The inventory of CIs, including all Equipment and Software, to be
CMDB Inventory of
created and maintained by Service Provider in accordance with the
A structural unit that needs to be managed in order to deliver an IT
Configuration Item (CI)
Service. Information about each CI is recorded in a Configuration
Record within the Configuration Management Database.
Configuration A System that contains details regarding the configuration,
Management Database Software, Equipment and Systems that are used in the provision
(CMDB) and management of the Services, including information that relates
to the maintenance, movement and problems experienced with
such Software, Equipment and Systems.
Contract Changes Unless otherwise agreed, changes in the Services (including
changes in HHSC Rules, HHSC Standards, Strategic Plans,
Technology Plans, processes, Materials, Equipment and Systems)
and changes in the rights or obligations of the Parties under this
Contractor The vendor selected and awarded a contract to provide the
services contained in this RFP and as contracted.
Corrective Action Plan or The Contractor’s detailed written plan to correct or resolve a
CAP deficiency in the Contractor’s delivery of Services.
Critical Applications The Applications designated as Critical Applications pursuant to
the Service Management Manual (Attachment 6-A).
Critical Inventory Database fields in an Inventory Record that are essential for
Attributes Service Provider’s successful delivery of Service and necessary for
HHSC’s successful performance of retained responsibilities,
including architecture, IT planning, and reconciliation of invoices.
Critical Inventory Attributes that shall be audited are set out in
Online SMM Repository and may be modified over time in
accordance with the Online SMM Repository.
Critical Uptime The aggregate number of minutes in the specified period(s) in the
applicable Measurement Window during which a defined Service
component is required to be Available. Unless otherwise specified
in the Agreement, the Service Management Manual, or the CMDB,
Critical Uptime equals the total number of minutes in the
Measurement Period. A defined Service component is not required
to be Available during Scheduled Downtime.
Cross-Functional Services Those Services performed in connection with performing, and in
support of, each of the Services, including those Services
described in Attachment 3.0, Section A.0.
Database Administrator An individual responsible for the design and management of
(DBA) databases and for the implementation of a Database Management
System. DBA includes "logical" and "physical" database
Database Management System Software used to access structured data. Usually provides
Software functionality for ad-hoc queries, data retrieval and generating
reports (e.g., Oracle, Informix, SQL Server, DB2, Sybase)
Database Management A system that controls the organization, storage, retrieval, security,
System (DBMS) and integrity of data in a database.
Data Center Services Texas Data Center Services (DCS) provides mainframe, server,
(DCS) bulk print and mail, and co-location services to state agencies.
The program was initiated in 2005 by the Texas Legislature, 79th
Definitive Hardware Store A secure hardware store that stores definitive hardware spares
(DHS) and maintains them at the same level as the live location, including
recording their details in the CMS / CMDB.
Definitive Software Library A secure software library into which the master copies of all
(DSL) Software (except those version of HHSC’s Application Software
not released into the production environment), associated
documentation is stored and from which control and release is
managed. See the Release Management section of Attachment
3.0, Section A.1.6 and A.1.7.
Deliverable A written or recorded work product prepared, developed, or
procured by Contractor as part of the Services under this
Agreement for the use or benefit of HHSC or the State of Texas.
Development or The Systems environment in which Software and databases are
Development Environment initially designed and created. HHSC may have more than one
Development Tool All software programs and programming (and all modifications,
replacements, Upgrades, enhancements, documentation,
materials, and media related thereto) that are used in the
development, testing, deployment, or maintenance of Software.
Department of Information Texas Department of Information Resources (DIR) provides
Resources (DIR) statewide leadership and oversight for management of government
information and communications technology
Disaster Any failure or delay in performance of a duty by a Party under this
Agreement that is caused by fire, flood, hurricane, tornadoes,
earthquake, an act of God, an act of war, riot, civil disorder, or any
similar event beyond the reasonable control of such Party and
without the fault or negligence of such Party.
Disaster Recovery (DR) The process of following specific advance arrangements and
Services procedures in response to a disaster, resumption of the critical
business functions within a predetermined period of time,
minimizing the amount of loss, and repairing or replacing the
damaged facilities as soon as possible. The Disaster Recovery
Services include support and coordination with the Business
Disaster Recovery Plan The plan to execute Disaster Recovery Services.
Document Repository The computerized location of electronic as well as paper-based
Downtime The time that a particular System, Application, Software,
Equipment, Network or any other part of the Services is not
Available during the Measurement Window.
Effective Date The date of complete execution of the Agreement or the date upon
which the Parties agree the Agreement shall take effect. If the
Parties signed the Agreement on different dates, the Effective Date
is the date on which the latter of the two Parties signed the
Equipment The computer, telecommunications, and facility-related hardware,
equipment, and peripherals (and all modifications, replacements,
Upgrades, enhancements, documentation, materials, and media
related thereto) that are used in connection with the Services by
Expiration Date The ending date of the Term.
Extraordinary Event A circumstance caused by factors outside of HHSC’s control that
results or shall result in a change in the scope, nature or volume of
the Services that HHSC shall require from the Service Provider
and that may result in HHSC requesting more favorable pricing
with respect to applicable fees.
Federal Tax Information Tax return information protected by the confidentiality provisions of
(FTI) the Internal Revenue Code (IRC) section 6103. IRC sections
7213, 7213A and 7431provides for civil and criminal sanctions for
unauthorized access of returns and tax return information.
Forward Schedule of A documented plan for future changes, which are scheduled for a
Change (FSC) defined rolling period of time, and is revised on a monthly basis.
Gold Tier Gold is the production environment, further defined in TIERS -
RFP_Attachment 4 0_SLA Definitions-Tools-Methodologies.
HIPAA Health Insurance Portability and Accountability Act of 1996, 42
U.S.C. §1320d, et seq., and regulations adopted under that act.
HHSC (Health and Human The administrative agency within the executive department of
Services Commission) Texas state government established under Chapter 531, Texas
Government Code or its designee, including, but not limited to, the
Texas Health and Human Services Agencies.
HHSC Data Any data or information of or regarding HHSC that is provided to or
obtained by Service Provider in connection with the negotiation
and execution of the Agreement or the performance of Service
Provider's obligations under the Agreement.
IMAC IMAC is acronym for Install, Move, Add, or Change.
Incident An event that is not part of the standard operation of a service and
which causes or may cause disruption to or a reduction in the
quality of services and HHSC productivity.
Incident Management Restore normal state IT service operations as quickly as possible
to minimize the adverse impact on business operations.
Information Technology A world-wide recognized best-practice framework for the
Infrastructure Library management and delivery of IT services throughout their full life-
(ITIL) cycle. The primary structure of the requirements in the Statements
of Work for this RFP are based on an ITIL v2 foundation with ITIL
v3 guidance in select functional areas (e.g. Request Management
Infrastructure All or part of the portfolio of Equipment, System Software, and
Network components required for the integrated provision and
operation of HHSC’s IT systems and Applications.
Infrastructure Management Tools used to provide an integrated tool to manage
Management Software the entire Infrastructure.
Infrastructure Server A server that allows sharing and management of resources and
information among interconnected devices to support the
functionality needed to run TIERS and all the support applications
Infrastructure Stack Software running on the infrastructure server that provides sharing,
Software management, security and operations of the services provided by
Initial Test Environment The system environment that closely simulates Development and
is used for the initial stages of testing of applications, software and
Instance One running OS kernel process that manages: (i) all of or a
discrete subset of the Server's persistent storage (disk), volatile
storage (memory), and central processing units; and (ii) a single
list of processes (process table). Instances in a clustered
configuration shall be deemed to be discrete Instances, though
each Instance within a cluster shall accommodate different tiers ,
depending on HHSC requirements.
Internal Revenue Service The Internal Revenue Service. A division of the U.S. Treasury
Interactive Voice A technology that allows a computer to interact with humans
Response (IVR) through the use of voice and Dual-tone multi-frequency signaling
Inventory Record The record for a single item of Equipment or Software in the
Inventory of Record, including all of the Critical Inventory Attributes
for that item.
Key Measurements Success factors that will be measured on a regular basis for
completion, performance and timeliness of service tasks.
Local Area Network (LAN) Local Area Network. A network of interconnected workstations
sharing the resources of a single processor or server within a
relatively small geographic area. Usually, the server has
applications and data storage that are shared in common by
multiple workstation users.
Level 1 Support Support that is provided as the entry point for inquiries or problem
reports from Authorized Users. If Level 1 Support personnel
cannot resolve the inquiry or problem, the inquiry or problem is
directed to the appropriate Level 2 Support personnel for
Level 2 Support Support that is provided for inquiries or problem reports when
Level 1 Support personnel cannot resolve the inquiry or problem. If
Level 2 Support personnel cannot resolve the inquiry or problem,
the inquiry or problem is directed to the appropriate Level 3
Support personnel for resolution.
Level 3 Support Support that is provided for inquiries or problem reports when
efforts to resolve the problem or question by Level 1 and Level 2
Support have failed. Inquiries or problems are usually reported by
Level 1 or Level 2 Support personnel, but may be initiated directly
by Authorized Users or the Service Provider.
Logical DBA The Database Administrator who is responsible for the logical
aspects of a database (including schema design, data modeling,
application tuning, and application performance assistance).
Logical DBAs have extensive knowledge of the business
applications and requirements.
Logical Security Controlling access to information, software, and data by utilizing
Operating Software parameters and Applications-level security
controls. Logical Security includes logical separation of processors
and disk and segregation of reusable storage media.
Maintenance Window A period of time designated in advance by the technical staff,
during which preventive maintenance that could cause disruption
of service may be performed.
Major Incident Incidents that are classified with the highest level of prioritization.
Major Problem A cause of one or more Incidents. The cause is not usually known
at the time a Problem record is created, and the Problem
Management Process is responsible for further investigation.
Major Release A new version of Software that includes changes to the
architecture and/or adds new features and functionality in addition
to the original functional characteristics of the preceding Software
release. These releases are usually identified by full integer
changes in the numbering, such as from "7.0" to "8.0," but may be
identified by the industry as a major release without the
accompanying integer change.
Management Tools All software products and tools (and all modifications,
replacements, Upgrades, enhancements, documentation,
materials and media related thereto) that are used by Service
Provider to deliver and manage the Services. Management Tools
shall include all such products and tools in use or required to be
used as of the Execution Date, those as to which the license,
maintenance, or support costs are included in the Service
Provider’s Cost Proposal, and those as to which Service Provider
received reasonable notice and/or access prior to the Execution
Date. Management Tools also shall include all such products and
tools selected and/or developed by or for HHSC or Service
Provider during the Term.
Measurement Window The time during, or frequency by, which a Service Level shall be
measured. The Measurement Window will exclude approved
Milestone A conceptual flag or marker in a project plan used to measure and
validate progress towards an end or deadline. A milestone usually
signifies that a deliverable or a set of related deliverables, has
been completed. It has no duration or work associated with it.
Minor Release A scheduled release containing small functionality updates and/or
accumulated resolutions to defects or non-conformances made
available since the immediately preceding release (whether Major
Release or Minor Release). Minor Releases shall include
"Maintenance Releases" which are supplemental to and made
available between Major Releases and other Minor Releases,
issued and provided under specific Service Provider Service Level
or maintenance obligations and contain only accumulated
resolutions or mandated changes. These releases are usually
identified by a change in the decimal numbering of a release, such
as "7.12" to "7.13."
N/N-1 The version of Software designated and/or approved by HHSC or
the applicable governance committee, as the current standard for
deployment. N-1 is one release prior to the above-described
designated or approved Software version.
Network Collectively, WAN, LAN, and other communication or transport
Network Software Management Tools that enable multiple computers to
communicate with one another and network
Network Topology The arrangement in which the nodes or interfaces to the Network
New Services Services requested by HHSC, or required by applicable Laws (i)
that are materially different from the Services, (ii) that require
materially different levels of effort or resources from Service
Provider to provide the Services, and (iii) which are not required for
Service Provider to meet the Service Levels.
Operational Start Date July 1st, 2012
Operating Software or All software programs and programming (and all modifications,
Systems Software replacements, Upgrades, enhancements, documentation,
materials, and media related thereto) that perform tasks basic to
the functioning of the Equipment and are required to operate the
Applications Software or otherwise support the Services of the
Service Provider. Operating Software or Systems Software shall
include all such programs and programming in use or required to
be used as of the Execution Date, those as to which the license,
maintenance or support costs are included in the Service
Provider’s Cost Proposal, and those for which Service Provider
received reasonable notice and/or access prior to the Execution
Date. Operating Software or Systems Software also shall include
all such programs and programming developed and/or introduced
by or for HHSC or Service Provider during the Term. Operating
Software or Systems Software includes systems utilities.
Outage Unplanned unavailability of production or non production systems
including interruptions of service and performance degradation.
Party and Parties “Parties” means HHSC and the Contractor, collectively.
“Party” means either HHSC or the Contractor, individually.
Payment Card Industry The Payment Card Industry Data Security Standard (PCI-DSS )is
Data Security Standard an information security standard for organizations that handle
(PCI-DSS) cardholder information
Physical DBA The database administrator responsible for the environmental
aspects of a database, including but not limited to the following
Supporting the design and implementation of multiple
production, test and development database subsystems,
exclusive of table creation for Development and Initial Test
Capacity planning for database instances and reorganizing as
Performing stress testing and database performance tuning.
Installing, maintaining, and monitoring the DBMS Software and
products, including technical advice and support to the ADM
staffs and Logical DBAs as may be required.
Pre-Production The system environment that closely simulates Production and is
Environment used for testing applications, software, and databases just prior to
migration to Production.
Print Document Files Files containing print control characters, language and text used to
tell a printer how and what to print on a page.
Priority 1 Applications The Applications designated as “Priority 1 Applications” pursuant
to the Service Management Manual.
Priority 2 Applications The Applications designated as “Priority 2 Applications” pursuant
to the Service Management Manual.
Problem An underlying cause of one or more Incidents. A Problem is
labeled a “Known Error” when the root cause is known and a
temporary workaround or permanent solution has been identified.
Problem Management The process of tracking and managing problems arising in HHSC’s
IT environment related to the Services, and resolving those
problems arising from or related to the Services.
Production Environment The system environment in which an organization's data
processing is accomplished.
Individually identifiable patient health information in any form that is
Information (PHI) created or received by a healthcare provider, and relates to the
patient’s healthcare condition, provision of healthcare, or payment
for the provision of healthcare, as further described and defined in
the HIPAA Privacy Regulations (45 C.F.R. Part 160 and 45 C.F.R.
Part 164, Subpart A, Subpart D and Subpart E).
Public Information Act Chapter 552, Texas Government Code
Quality Assurance (QA) The actions, planned and performed, to provide confidence that all
processes, Systems, Equipment, Software, and components that
influence the quality of the Services are working as expected
individually and collectively.
Refresh The upgrading and/or replacing of Equipment and Software during
Request Management The process of tracking and managing all requests from
Authorized Users arising in HHSC’s IT environment, and resolving
those requests arising from or related to the Services.
Resolution Time The number of elapsed minutes between the Start Time for an
Incident or Problem and the time such Incident or Problem is
Resolve or Resolution The restoration of full service or the completion of the Service
Request in a manner acceptable to HHSC.
Respondent The Vendor submitting a proposal in response to this Request for
Response Time The number of elapsed minutes between the time a Call is
received and the time Service Provider responds to the Authorized
User or other designated HHSC contact in a manner acceptable to
Root Cause Analysis The formal process to be used by Service Provider to diagnose the
(RCA) underlying cause of problems at the lowest reasonable level so
that effective corrective action can be taken.
Scheduled Downtime A period in which a particular Service component is not required by
HHSC to be Available, provided that such period has been
mutually agreed between the Parties and is scheduled so as to
minimize the impact to HHSC's business.
Scheduled Operations The hours during which all the services and the service
components are available as per the defined service levels
Secure Document Storage A physical storage location with security controls that restricts
check in and check out of document forms only to authorized
Security Plan Assessment For any agreed action plan resulting from an Assessment
conducted pursuant to security evaluations, which include
conducting internal audits, supporting external audits, conducting
self-assessments, and evaluating security incidents, Service
Provider shall complete all remedial actions set forth in such plan
in accordance with the standards and timeframes provided in
Attachment 3.0, the Statement of Work.
Security Program A continuous program of on-going activities that accomplish
HHSC’s goals for security management.
Security Software Management Tools that are used to restrict access to the data and
files on a Server.
Server Any computer that provides shared processing or resources (e.g.
Application processing, database, mail, proxy, firewalls, backup
capabilities, print, and fax services) to Authorized Users or other
computers over the Network.
Service Desk The facilities, associated technologies, and fully trained staff who
respond to Calls, facilitate all Incident Management, Problem
Management, Change and Request Management activities, and
act as a single point of contact for coordination and communication
to Authorized Users and Service Providers in regard to the
Service Level Service level measures the performance of a system. Certain
goals are defined and the service level gives the percentage to
which they should be achieved.
Service Level Agreement Part of a service contract where the level of service is formally
Service Level Category Area of service for which a Service Level has been defined.
Service Management The management procedures manual for the Services.
Service Provider The Vendor selected and awarded a contract to provide the
services contained in this RFP.
Service Request (or A request from an Authorized User to the Service Provider for
Request for Service) information or assistance in connection with the Services provided
under the Agreement.
Services Tasks, functions, and responsibilities assigned and delegated to
Contractor under the Agreement.
Severity 1 Problem A Severity Level 1 Problem occurs when any of the following
events arise (i) a life-safety event/issue; (ii) critical impact to the
security of data and information systems; (iii) a business/mission
critical System, Service, Application System, Equipment or
Network component that is substantially unavailable or seriously
impacting normal business operations; (iv) an error or outage that
affect either groups of people, or a single individual performing a
business/mission critical function; (v) an error or outage which
negatively impacts compliance with regulatory mandated mailing
timeframes, or jeopardizes privacy of information or could lead to
the imposition of penalties, fines, or other financial impacts on
Severity 2 Problem A Severity Level 2 Problem occurs when (i) a department or group
can use a business critical System, Service, Application System,
Equipment or Network component, but some functions are not
available or functioning as they should, or (ii) an error or outage
affects a group or groups of people, or a single individual
performing a critical business function.
Severity 3 Problem A Severity Level 3 Problem occurs when a group or individual
experiences a situation accessing or using a System, Service,
Application System or Network component or a key feature thereof
but the situation is not prohibiting the execution of productive work.
Severity 4 Problem A Severity Level 4 Problem is an event that may require an
extended Resolution time, but the individual or group has a
reasonable workaround to use while waiting for the Resolution.
Silver Tier Non-Production Environment, further defined in TIERS -
RFP_Attachment 4 0_SLA Definitions-Tools-Methodologies.
Software All operating system and applications software used by Contractor
to provide the Services under this Agreement.
Solution Request or A Service Request that requires development of a proposal for
Request for Solution HHSC approval to fulfill the request.
Specialized Services Service Provider's personnel and resources pertaining to
standards, processes and procedures and associated software,
equipment and systems, which is provided to HHSC on an
expedited basis at HHSC’s request.
Start Time With respect to a Problem, Incident or a Call, the time when the
problem is detected or should have been detected, or the time
when the Call is received or should have been received, by
Service Provider. If more than one trouble ticket is opened for the
same problem or Call, the Start Time shall be based on the earliest
of the trouble ticket open times.
Statement(s) of Work A description of Services and Deliverables specified in this RFP.
Support Center The Service Provider's facilities, associated technologies, and fully
trained staff who respond to Calls, coordinate all Incident
Management and Problem Management and Request
Management activities, and act as a central point of contact for
Authorized Users in regard to the Services.
System An interconnected grouping of manual or electronic processes,
including Equipment, Software and associated attachments,
features, accessories, peripherals and cabling, and all additions,
modifications, substitutions, Upgrades or enhancements to such
Term The period of time between the Effective Date and the Expiration
Date. The Term may include two (2) extension periods of up to two
(2) years each after the initial Expiration Date.
Termination Date The date on which the Agreement is terminated, prior to the
Expiration Date, by either Party in accordance with the provisions
of the Agreement
Transformation Plan The plan to be completed and provided by Service Provider in
connection with the consolidation and transformation by Service
Provider of the Services.
Transformation Services The consolidation activities, functions and deliverables, and the
implementation of the technology and other process changes,
described in the Transformation Plan.
Transitional Critical A deliverable that is key to transition from the current services to
Deliverables the ones that are outlined in the RFP
Transition(al) Plan The plan to be completed and provided by Service Provider in
connection with the migration to Service Provider of the Services.
Transition Services The transition activities, functions and deliverables described in the
Transition Plan and such other tasks as are necessary to enable
Service Provider to provide the Services.
Turnover Plan The written plan developed by contractor, approved by HHSC, and
to be employed in the event that the work described in this
Agreement transfers to another vendor. The Turnover Plan
describes contractor’s policies and procedures that will assure:
1) The least disruption in the delivery of services during the
transition to a substitute vendor; and
2) Cooperation with HHSC and the substitute vendor in
transferring information and services to a substitute vendor.
Upgrade(s) Updates, patch installations, modifications, renovations, refreshes,
enhancements, additions, substitutions and/or new versions or
releases of Software or Equipment.
Utility Server(s) Any server used to support the management and operations of
other servers, devices, storage or services.
Utility Server Infrastructure Software on the Utility Servers that is utilized to support the
Stack Software management and operations of other servers, devices, storage or
Wide Area Network A long-haul, high-speed backbone transmission Network,
(WAN) consisting of WAN Equipment, Software, transport Systems,
interconnect devices, and cabling that, and other services as they
become available that are used to create, connect, and transmit
data, voice and video signals to within, between or among: (i)
LANs, and (ii) other locations that do business with the State and
for which DIR is responsible for allowing connectivity.
Winters Data Center The Data Center located at 701 W. 51st Street, Austin, Texas,