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The Regents of the University of California

REQUEST FOR INFORMATION
# UCOP-DD071007

FOR
Software Volume License Agreement
Reseller Fulfillment Services

Date Issued: Tuesday, July 10, 2007

Due Date for Responses: Tuesday, July 24, 2007

Issued By: The Regents of the University of California

RFI Administrator: Diane L. Diotte, C.P.M.
Principal Buyer & Supervisor/UCOP
UCLA
10920 Wilshire Boulevard, Suite 650
Los Angeles, CA 90024-6508

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

Table of Contents
I. Overview............................................................................................................................ 4
II. Instructions to Respondents .......................................................................................... 5
A. Issuing Office and University Contact Information ...................................................... 5
B. RFI Schedule ............................................................................................................. 5
C. How to Submit Questions Regarding the RFI ............................................................. 5
D. Amendments to the RFI ............................................................................................. 6
E. Instructions for Submitting Responses ....................................................................... 6
F. Simplicity of Preparation............................................................................................. 6
G. Errors and Omissions ................................................................................................. 6
H. Preparation Costs ...................................................................................................... 6
I. Clarifications .............................................................................................................. 6
J. Disclosure of Records ................................................................................................ 6
K. Conflict of Interest ...................................................................................................... 7
L. Marketing References ................................................................................................ 7
M. Ethics and Conduct of Respondents .......................................................................... 7
N. University of California Terms and Conditions ............................................................ 7
III. Response Signature Page .............................................................................................. 8
IV. About the University of California ................................................................................. 9
A. University of California Employment and Enrollment Summary .................................. 9
B. University of California Location SVLA Purchase-to-Pay Operations Overview .......... 9
V. Anticipated Minimum Requirements ........................................................................... 10
A. Authorized Reseller .................................................................................................. 10
B. Higher Education Market Familiarity ......................................................................... 10
C. Account Management and Service Levels................................................................ 10
D. Communication ........................................................................................................ 11
E. Web Presence, Information Accuracy and IT Support Infrastructure ........................ 11
F. Software License Tracking, Renewal/Upgrade Assistance and Key Management ... 12
G. Ordering Process ..................................................................................................... 13
H. Billing & Payment Procedures .................................................................................. 13
I. Distribution ............................................................................................................... 13
J. Returns/Exchanges and Upgrades ........................................................................... 14
K. Data Management and Reporting ............................................................................ 14
VI. RFI Response Section .................................................................................................. 16

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

I. Overview

The purpose of this Request for Information (RFI) is to solicit information from resellers for the
administration of the University of California’s existing and future University-wide Software
Volume License Agreements (SVLA).

A SVLA is an agreement that the University has signed with a software vendor that enables
University departments to purchase software licenses, maintenance, support, media, and
documentation separately or in any combination at substantial discounts.

The agreements are University-wide in that all University of California sites, henceforth referred to
as the University, may be covered. These sites include but are not limited to:

 The ten campuses – UC Berkeley, UC Davis, UC Irvine, UC Los Angeles, UC Merced,
UC Riverside, UC San Diego, UC San Francisco, UC Santa Barbara, and UC Santa
Cruz, and all associated medical facilities.
 The remote offices associated with each campus including the UC teaching and
administrative offices located in Washington, D.C. and the agricultural field stations
 The Office of the President located in Oakland, California
 Lawrence Berkeley National Laboratory which is owned by the Federal Government but
managed by the University.

The University’s ten campuses, the Washington, D.C. offices, and the Office of the President
currently employ approximately 127,000 full-time equivalent faculty and staff, and there are
approximately 214,000 students enrolled at the campuses. Lawrence Berkeley National
Laboratory currently employs approximately 3,800 staff, including about 500 students. (For more
on the University of California headcount and enrollment, please see:
http://www.universityofcalifornia.edu/news/quickfacts.html)

The University currently has agreements for the following SVLAs:
 Adobe Software License Program
 FileMaker Open License Agreement
 McAfee Agreement
 Microsoft (Consolidated) Campus Agreement (subscription)
 Microsoft Select Agreement
 Symantec Software License Program

This RFI will serve to inform and educate the University-wide team regarding a possible future
Request for Proposal (RFP). In any such RFP, the University anticipates soliciting bids and then
selecting one reseller to administer all of its current and future SVLAs, although it reserves the
right to select none at all or to add resellers at a later date. Such resellers would generally be
responsible for all administration, including but not limited to: filling orders from individual campus
departments, billing, tracking purchases, and submitting required reports to software vendors and
UC representatives as required and requested. Until a Software Reseller RFP is issued, if it is
issued, the University will not project a time line for RFP or any resulting contract.

The University is very decentralized and therefore, Reseller activities will be resource-intensive.

Where minimum purchases are required, reseller will also be responsible for consolidating orders
across UC locations so that purchases can be placed without delay. The University cannot
accurately predict the total volume of business for the agreement to be established as a result of
a potential future Request For Proposal (RFP). However, the approximate amounts spent under
the University’s SVLAs during the 2006 calendar year are listed below:

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

Software Approximate Annual
Spend
Adobe (Includes Macromedia) $1,500,000
FileMaker $300,000
McAfee $100,000
Symantec $400,000
Total $7,800,000

II. Instructions to Respondents
A. Issuing Office and University Contact Information

This RFI is issued for the Regents of the University of California by the UCLA Purchasing
Department which shall be the University’s sole point of contact with respondents for
matters regarding the RFI. The UCLA Purchasing Department is the only office
authorized to change, modify, or clarify the specifications, terms, and conditions set forth
in this RFI and to issue any follow-on RFP and award any contract(s) which may later
result from any RFP. All communications concerning this RFI should be addressed in
writing to the following University Contact:

Diane L. Diotte, C.P.M Phone: (310) 794-6030
Principal Buyer & Supervisor/UCOP Fax: (310) 794-8020
UCLA Purchasing Department email: ddiotte@finance.ucla.edu
10920 Wilshire Blvd., Suite 650
Los Angeles, CA 90024-6508

B. RFI Schedule

Resellers interested in submitting responses in response to this RFI should do so
according to the following schedule. The University reserves the right to modify this
schedule as its best interests may appear.

Event Time (PST) Date
RFI Release Date 07/10/07
Last day for respondents to submit questions 4:00 p.m. 07/16/07
RFI Response Deadline 12:00 p.m. 07/24/07

C. How to Submit Questions Regarding the RFI
It is mandatory that all inquiries and requests for clarification regarding this RFI be
addressed in writing to the University Contact. A list of all questions received by the
University (without identifying the source of the question) and the corresponding
University responses will be distributed by email to all known respondents. The question
and answer (Q & A) listing will also be posted on the UCLA webpage at
http://www.purchasing.ucla.edu. All inquiries should include:
 Company name, address, and phone number
 A clear and concise question
 Reference to specific section or requirement within the RFI.

Questions are due by the date specified in the RFI schedule above by e-mail (preferred)
to ddiotte@finance.ucla.edu or via fax. Reference to the RFI number should appear on all
correspondence.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

D. Amendments to the RFI
The University may issue revisions or addenda to the RFI at any time prior to the
deadline for submitting responses, and, at its own discretion, may extend the submission
deadline. Any changes to the RFI will be in the form of written amendment issued by the
UCLA Purchasing Department. Any such amendments will be sent by email to all known
respondents. Amendments will also be posted on the website at
http://www.purchasing.ucla.edu. Amendments will be clearly marked as such. Each
amendment will be numbered consecutively and will become part of this RFI.
Respondents are advised to refer to the website periodically to check for posted
amendments. The University shall not be responsible for failure of any respondent to
receive all publicly posted documentation related to this RFI. Except as stated in this
paragraph, no one is authorized to amend any part of this RFI, in any respect, either in
writing or by oral statement.
E. Instructions for Submitting Responses
One (1) signed original and one electronic copy in Microsoft Word® format of the
response must be received by the UCLA Purchasing Department no later than the
response submission deadline specified in the RFI Schedule shown above. The
electronic copy may be submitted as CD-ROM or other widely accepted media.

Responses must be sealed and marked with the RFI number. Responses sent via
facsimile (FAX) will not be accepted.
F. Simplicity of Preparation
Responses should be prepared simply and economically, providing a straightforward,
concise description of the reseller’s capability to satisfy the requirements of the RFI.
Special bindings, color displays, promotional materials etc. are not desired.
G. Errors and Omissions
If the responder discovers any discrepancy, ambiguity, error, or omission in this RFI or
any related documents, the responder should notify the University immediately and
request clarification or correction. Any such errors or omissions, if verified by the
University, will be corrected by written addendum to the RFI.
H. Preparation Costs
All costs incurred in the preparation and submission of responses and related
documentation, including will be borne by the Respondent.
I. Clarifications
The University may, at its sole discretion, seek clarification from any Respondent
regarding submitted information and may do so without notification to any other
Respondent.
J. Disclosure of Records
All responses, supporting materials, and related documentation will become the property
of University.

All information submitted must be open to public inspection (except items clearly marked
as “trade secrets” and considered trade secrets under the California Public Records Act).
Should a request be made of the University for information that has been designated as
confidential by the respondent, and on the basis of that designation, the University will
deny the request for information; the respondent shall be responsible for all legal costs
necessary to defend such action if the denial is challenged in a court of law.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

K. Conflict of Interest
By submitting a response to this RFI, the respondent certifies that no officer or employee
of the University who may be in a position to review the submission has any financial
interest, direct or indirect, in the responding firm. Any question, which may arise during
the performance of this agreement regarding a possible conflict of interest, shall be
referred to the University for adjudication.
L. Marketing References
Making any reference to the University in any literature, promotional material, brochures,
or sales presentations without the express written consent of a University officer with the
appropriate delegated authority in accordance with University of California policy
regarding the use of the University’s Names, Seals, and Trademarks is prohibited. (see
http://www.adminvc.ucla.edu/appm/public/app_0110_0.html )
M. Ethics and Conduct of Respondents
Respondents shall comply with University policies on gifts and gratuities. Respondents
shall exercise reasonable care and diligence to prevent any action or conditions that
could result in a conflict with the University's interest.
N. University of California Terms and Conditions
Appendix A, University of California Terms and Conditions of Purchase, shall be
applicable to any contract award resulting from a future Software Reseller RFP.
Additional terms and conditions will apply if Federal Contract or Grant funds are utilized.
Respondents may wish to review these in advance of any RFP at:
http://www.ucop.edu/ucophome/policies/bfb/bus43.pdf.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

III. Response Signature Page

RFI NUMBER: UCOP DD071007
ISSUE DATE: 07/10/07
Response SOLICITED FOR: Software Reseller
Response DUE: 07/24/07, 12:00 p.m. PDT
NOTE: RESPONSES MUST BE RECEIVED ON OR BEFORE THE DUE DATE SHOWN ABOVE. LATE RESPONSES WILL NOT BE
ACCEPTED.

SUBMIT RFI RESPONSES TO: IF FURTHER INFORMATION IS REQUIRED, PLEASE
CONTACT:

UCLA Purchasing Department Diane L. Diotte, C.P.M.
Attn: Diane L. Diotte, C.P.M. Principal Buyer & Supervisor/UCOP
Principal Buyer & Supervisor/UCOP Ph. (310) 794-6030
10920 Wilshire Blvd., Suite 650 ddiotte@finance.ucla.edu
Los Angeles, CA 90024

RESPONDENTS MUST SIGN WHERE INDICATED BELOW AND SUBMIT THIS SHEET AS THE COVER PAGE IN ORDER TO
VALIDATE THEIR RESPONSE.
As a supplier of goods and services to the University of California I/we certify that racially segregated facilities will not be
maintained nor provided for employees at any establishment under my/our control, and that I/we adhere to the principals set
forth in Executive Order 11246 and 11375, and undertake specifically to maintain employment policies and practices that
affirmatively promote equality of opportunity for minority group persons and women, to take affirmative steps to hire and
promote women and minority group persons at all job levels and in all aspects of employment, to communicate this policy in
both English and Spanish to all persons concerned within the company, with outside recruiting services and the minority
community at large to provide the University on request a breakdown of our total labor force by ethnic group, sex, and job
category, and to discuss with the University our policies and practices relating to our affirmative action program.
Company Name and Address

Signature of company representative

Printed name of company representative

Title

Date

Tel. No. Fax No. email address

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

IV. About the University of California
A. University of California Employment and Enrollment Summary
The table below summarizes the “total enrollment” and “total employees” of the University
of California. Total enrollment figures include all Full- and Part-time students, and both
Undergraduate and Graduate students. Total employment figures include all Full- and
Part-time employees.

University of California Facts in Brief: Population of Students and Faculty/Staff

UCD UCB UCSF UCSC UCM* UCSB UCR UCLA UCI UCSD UCOP LBNL TOTAL

Students 30,475 33,933 4,326 15,364 1,286 21,082 16,875 38,218 25,871 26,868 214,298

2,145
Faculty Plus
27,568 21,418 20,852 7,414 1,038 10,019 7,240 38,018 16,961 24,677 3,800 178,838***
and Staff 1,488 in
DANR**
*UC Merced opened in Fall 2005
**DANR = Department of Agriculture and Natural Resources
*** The Total University Employment figure does not include the employees of Lawrence Berkeley Lab
Data Sources:
April 2007 Personnel Tables (view at
http://www.ucop.edu/ucophome/uwnews/stat/headcount_fte/apr2007/welcome.html)
Fall 2006 Statistic Summary of Students and Staff (view at: http://www.ucop.edu/ucophome/uwnews/stat/)
“About Lawrence Berkeley Lab” (view at: http://www.lbl.gov/LBL-PID/LBL-Overview.html)

B. University of California Location SVLA Purchase-to-Pay Operations
Overview
Each UC location currently utilizes the same software reseller for most purchases of the
named SVLA software. Some purchases of software are bundled with new purchases of
desktop and notebook computers. Many students purchase software through special
student-oriented programs managed at each campus; many also purchase the named
SVLA software directly from the on campus Bookstores.

Currently, all campuses except UC San Diego and UC Santa Barbara direct departmental
staff and faculty to contact the authorized software reseller for purchases of the SVLA
software. Several hundred to several thousand individual staff or faculty from each
campus may contact the reseller to inquire about a product or place an order on any
given day.

Some campuses have e-procurement systems installed; others do not. Those campuses
with e-procurement systems may, at the time of an RFP, define requirements for
enablement of a Software Reseller on the e-procurement system at that location. E-
procurement systems may steer their users to purchase from specific (“enabled”)
suppliers.

Each individual who is authorized to place orders may have a different (unique) billing
account and shipping address. Many times, the Reseller’s order contact is NOT the
eventual end user of the software. Additionally, the person who is authorized to place
orders may do so for a few or up to several hundred end users (i.e., for their entire
department or a small working group).

The individual who is authorized to place orders may or may not be knowledgeable about
the products they are ordering. End users, who may not be authorized to purchase, will
also contact the Reseller independently to research the correct product for their individual
needs.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

Each campus has a different process for review and settlement of invoices.

For more on the software information provided to campus staff, faculty and students at
each UC site, consult the websites linked from: http://www.ucop.edu/irc/tas/tasreps.html.

V. Anticipated Minimum Requirements
The University anticipates the following to be among the minimum requirements resellers
must certify they are able to meet or exceed in any future RFP response.
A. Authorized Reseller
1. Reseller must be prepared to provide service on all of the University’s specified
distributed software agreements.
2. Reseller must certify that they are authorized by Adobe, FileMaker, McAfee,
Microsoft and Symantec to handle software volume license programs for institutions
of higher education.
3. All software products and support options that are covered by the software vendors’
SVLAs and all associated documentation must be available from the reseller.
Software vendors’ warranties must be passed on to the customer.
B. Higher Education Market Familiarity
The University environment is far more complex and resource intensive than a typical
large private enterprise. Reseller must certify its intention to remain in the higher
education market for the duration of the agreement with the University.
C. Account Management and Service Levels
1. Reseller must have a well-documented record of excellent performance of the
services outlined in the RFI.
2. Reseller must have a highly knowledgeable and responsive team of representatives
to effectively and efficiently coordinate UC orders and resolve any problems that
arise.
3. Reseller must have a clear set of problem-resolution procedures to address shipping
errors, billing errors, and any instances of unresponsiveness.
4. Problem resolution channels must include phone and email availability during
University business hours, 8 a.m. to 5 p.m. Pacific Time.
5. Problems must be resolved or a “corrective action plan” implemented within four
business hours.
6. Reseller must have procedures to ensure that all telephone calls, E-mail notes,
letters, and fax orders are acknowledged within one business day and fulfilled within
two business days.
7. Reseller must have self-auditing procedures to confirm its responsiveness.
8. Reseller must provide quarterly reports and exception reports reflecting the level of
fulfillment of the requirements stipulated in this RFI.
9. Reseller must have mechanisms to correct any lapses in performance fulfillment.
10. Reseller must have guarantees related to performance, including credits or other
remedies for failure to provide any of the required services.
11. Resellers must have a mechanism for passing on any price reductions directly to the
originating end user or department (i.e., the specific budget that is allocated to pay for
a product must receive the benefit of any available price reduction).
12. Resellers must have a mechanism for tracking sales per University site as described
in the “Overview” section.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

D. Communication
Since the University is such a large and diverse organization, it is difficult to ensure that
all members of the University community have complete information on all SVLAs.

1. Reseller must have a plan for informing University departments about all SVLAs it
administers for the University. At a minimum, the plan must include a University-
specific website (“e-Site”). Reseller may also include the regular distribution of paper
brochures and newsletters and the provision of information in machine-readable form
for loading onto one or more University servers.
2. Reseller must issue notification on SVLAs that are due for renewal no less than 90
days before renewal date of same.
3. Reseller must ensure that all affected departments are notified regarding the
parameters of all renewals. This may require numerous emails or phone contact
attempts to one department due to the transient nature of University staff. Reseller
must interface with designated campus representatives to assist with this.
4. Reseller must visit each campus and participating federally funded laboratory within
the first three months of contract execution to introduce its programs and services.
5. At campus request, two or more additional annual visits must be made. Discussion
points may include ordering procedures, training, marketing of products,
communication around software license renewals, etc.
6. The University will provide the reseller with a list of E-mail addresses for key UC
contacts. The reseller must notify this list at least 30 days in advance of each of the
following: account team changes, implementation of new programs; significant
structural, organizational, or functional changes made to the website; new versions of
important products become available; special offers are made available; bulk
communication to all or parts of the University customer base.
7. Reseller must limit use these communication channels to providing information about
programs covered by the agreement issued as a result of any follow-on RFP unless
information about other programs is specifically requested by the University;
8. Any name and address lists established for communications purposes may not be
distributed to a third party at any time and must be certified as destroyed upon
termination of any contract with the University which may result from an RFP bid
award.
9. Reseller must compile responses and provide regular courtesy notices to designated
campus representatives of overall progress of all renewal activities.
E. Web Presence, Information Accuracy and IT Support Infrastructure
1. Reseller must provide a website that has clear, accurate, and current information
about the University’s agreements and that enables University customers to order,
track orders, report problems, and generate reports online. This website must be
fully tested and operational by the first day of any contract which may result from a
future RFP.
2. Reseller must provide its plan for implementation at least 90 days prior to
implementation of the contract and provide a “live” demonstration at least 30 days
prior to implementation.
3. Reseller must clearly label, sort alphabetically, date, and provide version numbers of
electronically available software and software patches or updates.
4. All mechanisms and University specific content of the website must be approved by
University. The website must be customizable to contain University specific
information at the University’s request. The University may, at its discretion, specify
removal of information which is not consistent with the scope of the agreement or
which may be deemed confusing to the University order placer.
5. The website must work with all current, commonly used browsers including, but not
limited to: Microsoft Internet Explorer, Firefox, Mozilla, and Safari.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

6. The website must provide ordering information, a price list with glossary for product
name abbreviations, clear product information, and technical information about such
items as current versions and the availability of updates and upgrades. Release date
and version numbers must be clearly labeled for all electronically available software,
software patches, and updates. Information must be written so as to be
understandable by laypersons (people not familiar with technology, software
versions, software licensing, etc.), not just professional software buyers.
7. All prices on the website must be current and accurate so that departments can use
them to place their orders. Reseller must update pricing within 24 hours of receiving
notification of price changes from software vendor or publisher. Vendor will honor the
lowest of either the online or current changed price.
8. Website must clearly distinguish University agreement pricing from other reseller
product pricing. Users must be notified when moving to non-University-specific page
or pricing.
9. The website must provide University customers with individual accounts which
enable them to order online, download software products, keys, codes and
documentation, track their orders, generate campus-wide or University wide
transaction data reports, and maintain contact and other account information.
10. The website must be able to provide a downloadable product and price list.
11. Reseller must ensure that all renewal pricing, terms and conditions are current,
accurate and posted on the reseller's University website 90 days prior to renewal of
an SVLA. Pricing and terms and conditions must be approved by the University prior
to posting.
F. Software License Tracking, Renewal/Upgrade Assistance and Key
Management
1. Reseller must be able to track and manage individual software license distribution,
expirations and renewals, including any SVLA licenses purchased by the University
via other channels to date. Some SVLAs, such as Microsoft’s and Adobe’s, require
that license keys or serial numbers be provided to customers for software installation
or download. Resellers must provide keys or numbers to customers within two
business days of order receipt. Reseller must manage all limited keys and/or
numbers (e.g., Microsoft KMS and MAK) to ensure that they are effectively and
accurately distributed authorized users and only to authorized users and to ensure
that they do not run out of activations while agreements are still valid.
2. Reseller must be able to provide assistance and manage the process with the OEM
for renewals that require aggregation of orders, such as the Microsoft Campus
renewal.
3. Reseller must be able to provide co-terminus expiration dates so that any mid-year
purchases expire on the same cycle as the annual agreement period for unified
license renewal cycles.
4. Reseller must provide a system that delivers both notification of and the updates or
upgrades themselves directly to the ordering end user based on previously ordered
SKUs. Providing a hyperlink to actual update website is an acceptable form of
delivering the update. Reseller will receive update notification and by assigning that
update to a particular SKU, a notification will go out to all end users who purchased
that particular SKU. Along with the notification would be a hyperlink to the actual
update.
5. Reseller must administer and promote the Microsoft Software Assurance (SA)
benefits that are included at no cost with every Software Assurance purchase. As
there are administrative tasks required to activate the benefits, Reseller must take on
this administrative task and communicates to customers about their SA benefits.
6. MSDN and TechNet are annual programs that can be purchased under Microsoft
Select. Reseller will proactively recommend that the customer purchase MSDN
OPEN licenses instead of the Select licenses.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

G. Ordering Process
1. Although some departments at one or more of the campuses or laboratories may
consolidate some orders, reseller must accept individual orders from potentially
several thousand individual departments and must associate each order with the
originating unit and person within that unit responsible for the order.
2. Reseller must be able to accommodate University and departmental purchase
orders, as well as University credit card orders.
3. Reseller must accept orders via online ordering systems, electronic mail, fax,
telephone, and US mail. All authentication, authorization, and control mechanisms for
ordering systems must be approved in advance by the University. Orders placed via
telephone or electronically may be followed up with paper or electronic copies of
University purchase orders. Orders must be accepted 24 hours each day.
4. Reseller must provide toll-free voice and fax numbers for inquiries and orders.
5. Reseller must confirm receipt of all orders directly to the individual order placer within
one business day via email.
6. Some SVLAs require order consolidation; for example, Microsoft Campus, FileMaker
and Symantec programs require minimum purchases before purchase orders can be
placed for any product. Reseller must assume responsibility for consolidating orders
across the University and meeting minimum purchase requirements for any SVLA
covered by this agreement.
7. Some software vendors allow departments at Lawrence Berkeley National Laboratory
to participate in SVLAs established for educational institutions. Reseller must be able
to provide SVLA services to these departments when software vendors allow their
participation and to suggest other purchase routes when providers do not.
8. Some SVLAs allow students, faculty members, and staff members to purchase
products using personal funds. Reseller must be able to accept such orders for
products whose providers allow such purchases and to verify eligibility to the
satisfaction of the software vendors.
9. Software vendors sometimes make additional special offers available through their
SVLAs. Reseller must make all special offers available to all UC customers, and
notify all University site coordinators of such special offers via email, as soon as
reasonably possible after reseller becomes aware of such offers.
10. All warranties, both vendor and reseller, must be clearly stated at time of purchase.
H. Billing & Payment Procedures
1. Reseller must be able to accommodate the established University payment
procedures: that is, a department receives an invoice from the reseller based on a
previously issued purchase order and authorizes payment though the campus or
laboratory accounts payable system.
2. Reseller must be able to bill directly any department that has placed an order.
3. Reseller must be able to accept University credit cards.
4. Reseller must bill customers according to contract prices in effect on the day the
orders are placed by the customers.
5. Software vendors have different payment schedules: Microsoft, for example, issues
invoices to resellers immediately upon order receipt and expects payment in 30 days.
Reseller must be able to accommodate all software vendors’ payment schedules.
I. Distribution
1. Reseller must be able to distribute licenses, product keys (i.e., license keys, serial
numbers, installation codes or unlock keys), software, media and documentation
separately and in any combination.
2. Reseller must be able to fill all orders when issued regardless of any SVLA ordering
schedule.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

3. Reseller must offer an online distribution option for all software, product keys (i.e.,
license keys, serial numbers, installation codes or unlock keys) and documentation to
the fullest extent allowed by the software vendor. Electronic distribution must be the
default distribution method for all purchases unless otherwise specified. Online
access to product downloads must be available on a department by department basis
based upon actual product use rights purchased. All elements of online distribution,
including but not limited to: authentication, authorization, control mechanisms, format
and transmission techniques must be approved in advance by the University. If an
agreement is to be distributed solely via electronic means, then reseller takes full
responsibility for ensuring that no tangible materials are shipped and assumes full
responsibilities for tax expenses related to their failure to do so.
4. Reseller must be able to distribute software on any and all media (CD-ROM, DVD,
flash drive, etc.) available from the software vendor.
5. Reseller must provide product documentation in any and all forms (print,
downloadable electronic, CD-ROM, DVD, etc.) available from the software or
documentation vendor.
6. Some software vendors require verification of eligibility (e.g., confirmation that
maintenance has been purchased or that upgrades are included with software
purchases) before maintenance updates can be provided to customers. Resellers
must be able meet this requirement.
7. The same channels of distribution (to individuals or coordinators of bulk orders on
media or via online download which is the University’s preferred method), must be
available for updates/upgrades as were available for the original software distribution.
8. All orders must be shipped FOB Destination and within 48 hours of order receipt.
J. Returns/Exchanges and Upgrades
1. A University customer must be able to return or exchange within 30 days of receipt,
without charge, any software or documentation (i.e., one or more line items of an
order) found to be inappropriate to his or her needs even if opened and used. Any
refund must be processed within 30 days of request.
2. A customer must be able to return or exchange within 30 days of receipt, without
charge, any software that fails to operate properly when first installed. The defective
software must be replaced within 5 working days after reseller is notified of the
problem and the return initiated. Notification serves as admittance of return.
3. A customer must be able to return, without charge, any individual product (i.e., one or
more line items of an order) purchased within 60 days of a general announcement
from the software vendor that the product is being discontinued.
4. If an upgraded version of a product is announced by the software vendor during the
60 days following a customer’s purchase of the prior version, the upgrade must be
provided at no cost.
K. Data Management and Reporting
1. Some software vendors require that the University report in both written and
electronic form on the number of licenses purchased. Reseller must provide these
reports and, if requested, reports showing transaction data for each participating
University department. Reports should be available at multiple levels including but
not limited to system wide, campus, and departmental.
2. Reseller must provide all customized or “special request” reports within one week of
request.
3. Permission levels for reports must be hierarchical. For example, only designated
University personnel will be able to view reports for all campuses, campus-level
personnel will only be able to view reports for their respective campus, and
departmental-level users will only be able to view reports for their department.
4. The following general reports are required at a minimum:

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

a. Order History All Vendors (even orders for software vendors that are not
contracted may be viewed to identify potential opportunities for University to
negotiate new vendor contracts)
b. Maintenance/Subscription Transaction List by Vendor (useful to identify a list
of upcoming subscription renewals, determine frequency of maintenance
option usage, etc.)
These reports must be customizable by the user for several parameters. Depending on
the report, minimum user-customizable parameters include, but are not limited to:
 Date range (all reports)
 Campus (for users with multi-campus access permission)
 Department (for users with multi-department access permission)
 Product/ SKU/Vendor ( For transaction history reports)
5. General reports must be accessible online using software developed specific to
University’s requests and must be run in real time 24 hours a day, 7 days a week.
Transactional data must be available from 12 a.m. current day through collected
history.
6. Reseller must ensure that confidential and protected customer data is only made
available to authorized University recipients.
7. Reseller must ensure that all of the following data elements are available to be
included in reports both paper and electronic:
 Full department name and acronym, if applicable
 Unique identifier for ordering entity (derived from UC accounting system such as
Department Code
 Contact Name(s) & numbers. Note: There are typically multiple contact names
associated with each department including business manager, ordering contact,
delivery, invoice, etc. All contact information must be captured for each contact.
 Department Contact Phone(s)
 Department Contact Email(s)
 Campus Name
 Reseller Tracking Number (number used as a reference in carrying out order
fulfillment with the software publishers and any intermediary wholesalers)
 PO/Order Number
 PO/Order Date
 Order Confirmation Number
 Description/Name of Product(s) Purchased
 Quantity of Products Purchased
 Cost of Products Purchased
 PO/Order Total
 Invoice Number
 Invoice Date
 Invoice Amount

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

VI. RFI Response Section

Respondents are asked to fill in their response within this document in the right-hand column of
the table below. Each row should include the question exactly as it now appears as published
from the University and the respondent’s corresponding answer.

Should additional supporting information or visual representation be required, please refer to and
attach supporting materials in as logical and clear a manner as possible. Any supporting
materials must be included in electronic form together with the RFI response.

DO NOT MODIFY THIS TABLE OR THE ORDER OF YOUR RESPONSES.

Questions Responses
A. AUTHORIZED RESELLER
Is your company currently authorized to sell
the named University SVLA software?
Please describe the material(s) you would
provide if asked to certify this.
Please list other software publishers which
you are authorized to sell.
Are additional warranties, above the
manufacturer warranty, available for any of
the University’s SVLA software?
Provide company information including
organization chart, company history, a copy
of the company's annual financial report. In
the event that your company is privately-held,
please provide your requirements for
executing a Non-Disclosure Agreement.
B. HIGHER EDUCATION MARKET FAMILIARITY
Please provide the percentage of total
corporate revenue realized from the higher
education market.
Provide a general overview of the company’s
history with higher education customers.
C. ACCOUNT MANAGEMENT
Please review the Account Management
anticipated requirements above and describe
your company’s structure already in place
which may meet or exceed these anticipated
requirements.
What are your normal hours and days of
operation for order acceptance and billing
inquiries? Please specify whether times are
in Pacific Time.
Specify the locations from which you
primarily operate? Are there different
physical locations for ordering, account
management, IT and billing personnel?
Describe.
Please describe or attach your standard
customer service level agreement or offering
(i.e., for response times to calls, orders,

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

billing inquiries, requests for escalation, etc.)
Describe your company’s current problem
resolution procedures.
Describe the escalation path, including
specific names and titles, that would be
utilized if there were any of the following
common issues:
1) Non delivery of product
2) Website failure
3) Unreturned phone calls to order taking
personnel
What individuals or departments within your
company would be available to provide
support such as webinars or conference calls
in advance of major new releases or
renewals? Please describe.
What certifications, if any, are held by
individuals in your company who provide
first-line support to those interested in
learning more about products prior to
purchases or upgrades?
Describe the experience and qualifications of
the individuals most likely to be the single
point of contact regarding any aggregated
renewals such as Microsoft Campus. Does
that individual have a support staff? Please
describe the resources available for this
process within your company.
What self-audit processes are in place at
your company to ensure Service Level
Agreements are met and customer
satisfaction is high?
D. COMMUNICATIONS
How is warranty information communicated
to the end user?
Describe the materials that may be available
electronically and in print form which
describe the products.
Describe how you might support or suggest
changes to this University-recommended
process for renewal:
• The first communication notice is the
automated Email notification of renewal to
the customer.
• The second communication comes from
the UC Account Manager via email in the
form of a quote of the renewal.
• The third communication is a follow up
phone call.
• Additionally, the system must allow the
renewal process to be monitored periodically
by the manager of the UC account team to
ensure that notifications are taking place.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

E. WEB PRESENCE, INFORMATION ACCURACY, IT SUPPORT INFRASTRUCTURE
Describe how your company would support
the development and implementation of a
website which meets the requirements stated
above.
How does your company self-audit to assure
price accuracy?
How often are price and related audits
performed?
What organization is responsible for
performing price audits within your company?
How would bulk email communications be
sent (from a systems perspective – describe
the data and its location(s))? Is this process
automated (if so, to what extent)?
The University of California utilizes
processes and protocols of UCTrust and the
InCommon Federation (Shibboleth) to
identify and authenticate members of its
community to web-based applications and
contracted service providers. It may be a
future requirement for any web-based
applications and services proposed for multi-
campus to also utilize these processes and
protocols to obtain end-user identity
information. Service providers would likely
need to join InCommon in order to achieve
this. Further information about UCTrust is
available at
http://www.ucop.edu/irc/itlc/uctrust, and
information about InCommon is available at
http://www.incommonfederation.org.

Describe how the protocols here may impact
your company’s ability to meet the
University’s requirements.
The University of California is committed to
providing an electronic environment that is
accessible to everyone, including individuals
with disabilities. This currently includes
voluntary roll-out of standards for web
accessibility, consistent with Section 508 of
the Rehabilitation Act. (For more information,
please see:
http://www.ucop.edu/irc/itaccessibility/resourc
es/standards.html).

Please describe your company’s current and
future plans to make your websites
accessible to individuals with disabilities.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

Servers: Reseller will describe the quantity
and physical location of the Servers and
identify the quantity of Desktop hardware and
software with regard to the Reseller’s
operating system.
ERP System: Describe in detail the hardware
and software supporting the Reseller’s ERP
system for order processing, inventory
maintenance and general accounting
purposes.
Describe in detail the hardware and software
supporting the Reseller’s CRM system
database for workflow processing.
Describe in detail the hardware and software
supporting the Reseller’s Security system,
including virus detection capabilities. In
addition, Reseller will describe the software
supporting the online ordering environment in
detail.
Backup Systems: Describe in detail the
hardware and software supporting the
Reseller’s Backup system, including the
frequency of daily redundant database
backups. Describe your data security efforts
and disaster recovery processes.
Web Hosting: Describe in detail the hardware
and software supporting the Reseller’s web
engine and online shopping site, including
Third Party Hosting arrangements. In
addition, Reseller will describe the website
features and functionality (online catalog,
searchable product database, etc.).
Electronic Software Distribution: Please
describe in detail the electronic distribution
provided to existing contracted customers
who are eligible to obtain software, licenses,
product keys (i.e., license keys, serial
numbers, installation codes or unlock keys)
and documentation electronically.
Describe how electronic distribution is
managed, access is granted and password
protection features.
Describe if the products can be downloaded
manually or automatically, costs involved (if
any), and if download access can be
provided as a one-time or recurring event
within a specified date range.
Describe the distribution of product keys (i.e.,
license keys, serial numbers, installation
codes or unlock keys), whether provided
manually as a part of a contract purchase, or
systematically as a part of the online order
transaction.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

F. SOFTWARE LICENSE TRACKING, RENEWAL ASSISTANCE AND KEY MANAGEMENT
Describe how your company would deliver
co-terminus expiration dates so that any mid-
year purchases expire on the same cycle as
the annual agreement period?
Describe how licenses are tracked and tied
to the ordering process.
Describe how you would renew University
SVLA licenses purchased through other
channels. What data would you need in
order to do this? Is any of this data already
available to you from the SVLA vendors
directly? If so, please specify.
Describe your experience bringing in new
large customers with existing end user
licenses requiring subsequent renewal.
G. ORDERING PROCESS
How quickly would new accounts for order
placers be available after the signing of a
potential contract? What data would be
required in advance to do this?
After the first wave of customer setups and
on an ongoing basis thereafter, how quickly
would individual new account setups be
provided? What is the process for doing this
on an individual basis?
Describe or provide access to a “guest”
account to demonstrate your current
customer ordering process.
Reseller must have self-auditing procedures
to confirm its responsiveness. Describe these
procedures.
Reseller must provide quarterly reports and
exception reports reflecting the level of
fulfillment of the requirements stipulated in
this RFI. Describe these reports.
Reseller must have mechanisms to correct
any lapses in performance fulfillment.
Describe these mechanisms.
Reseller must have guarantees related to
performance, including credits or other
remedies for failure to provide any of the
required services. Describe these
guarantees.
UC departments may wish to evaluate
software before purchase. Describe your
company’s software evaluation policy.
Describe mechanisms to correct any lapses
in performance fulfillment.
Describe guarantees related to performance,
including credits for failure to provide any of
the required services.

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

Describe your procedures and guarantees
that ordered products will always be ready for
shipping and that backordering delays will be
minimal. Provide calendar year 2006 details
re: percentages of products backordered,
length of time on backorder and actual date
of delivery. Also detail whether the backorder
was due to a manufacturer delay or internal
issue.
Provide detailed Standard Lead Time data
for Media and Documentation products. Also,
describe your current electronic download
site with 24/7 access.
Is media fulfilled from a separate physical
location than your other operations?
Describe.
H. BILLING AND PAYMENT PROCESS
Please review the anticipated requirements
noted for this section and describe any
barriers or issues that may be apparent
should your company be asked to affirm that
it could meet or exceed these requirements.
Please indicate any Participation Incentive
programs you offer.
I. DISTRIBUTION
Please review the anticipated requirements
noted above for this section and describe any
barriers or issues that may be apparent
should your company be asked to affirm that
it could meet or exceed these requirements.
J. RETURNS/EXCHANGES AND UPGRADES
Describe the methods your company uses to
process returns and exchanges.
How quickly are returns and exchanges
usually processed from time of notification?
K. DATA MANAGEMENT AND REPORTING
What tools and systems does your company
use to produce and support the production of
customer reports?
Describe how your company will ensure that
data collection and database back-end are
robust enough to support required reporting.
Please describe your company’s reporting
capabilities, the technology you use for
tracking and reporting, and the reporting
services currently available to SVLA
participants.
Are data reports available via your website?
Please describe how reports may be
requested, customized and received. Can
the data be downloaded into Microsoft
Excel® or an unprotected Adobe Acrobat®
(“.pdf”) document?

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RFI #UCOP DD071007 Software Volume License Agreement Reseller

How quickly does data become available in
your reports? (For example, if an order is
placed at 9:00am PT, how quickly would that
order show up in an online report?)
What length of time or history is available for
customer reports? Is this time length a
“rolling” amount (i.e., a “rolling 12 months”) or
is it always available?
Describe customized reporting capabilities
and provide sample reports.
Describe the information security provided to
confidential and protected customer data and
billing information. Please attach all
documents and additional detail that may be
available regarding the protection your
company and its systems provides to
customer’s sensitive and identifying
information.
GENERAL QUESTIONS
Are Market Development Funds (MDF)
available to the University? What elements
are taken into consideration when
determining availability of MDF?
Are MDF included in the development of end
pricing?
Please define and describe “Landed Cost”
and how this compares to your “Acquired
Cost”. Please specify all the cost elements
which would be added on top of “Acquired
cost” to reach “Landed cost”. Please also
specify the cost of each of the above noted
cost elements as a percentage of the
Acquired Cost in order to establish the
Landed Cost figure.
Describe your sourcing process for each of
the specific following products. For each,
specify whether the software is acquired
directly from the OEM or through a
distributor. Specify distributors.
 Adobe
 Filemaker
 McAfee
 Microsoft
 Symantec
What elements or aspects of this business in
general would you suggest the University
include in consideration of any potential
RFP?