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RFP-2 – Scope of Work RFP# PWD 25.604 City of Pleasanton, CA RFP-2 | Page 22 Internal Use Only 2.4.Software 2.4.1.General Software Requirements 2.4.1.1 Software Overview All references to “software” or “application” will refer to Contractor supplied hosted or Software-as-a-Service (SaaS) application(s) required to operate the AMI System and meet the specifications as detailed. Any SaaS or hosted system data and backup data must be stored exclusively on servers located within the United States. No City data can be stored outside of the United States. 2.4.1.2 Application Licenses The Contractor shall supply the City with license(s) for access to the software by the City’s customer service, billing, maintenance, IT personnel and external supporting organizations that may require remote access to the system from time to time. The application license shall cover read-only, read-write (where applicable), mapping, and reporting activities. 2.4.1.3 Identity & Single Sign-On (SSO) All Contractor-supplied applications shall include login and password protection for City Users ensuring the software is only accessed by authorized personnel. The application shall support enterprise SSO using SAML 2.0 or OpenID Connect (OIDC) integrated with the City’s Microsoft Entra ID. City-enforced MFA must be honored for all roles (including administrators), and the system shall not allow local passwords to bypass SSO. Authentication and authorization events (success, failure, elevation) must be logged and exportable. All Contractor-supplied applications shall include login and password protection for City Users ensuring the software is only accessed by authorized personnel. Costs for integrating Single Sign On functionality shall be included in the Contract prices with no additional license or integration fees required. 2.4.1.4 System Responsiveness The Contractor shall provide a system designed with capacity such that a minimum of 20 concurrent users shall experience a reasonable response time when connected directly to the system. The Contractor shall, at its own cost, maintain its infrastructure and internet bandwidth to assure satisfactory performance through the life of the agreement. 2.4.1.5 Software Support and Maintenance The Contractor shall include ongoing support and maintenance for the installed software and system for one year following the Initial User Acceptance Test. After the first year, the City will pay annual software support and maintenance (Hosted) or SaaS charges as detailed in the Pricing Form. As a part of the maintenance and support or SaaS offering, the Contractor shall provide: A.Phone Support from 4:00AM to 4:00PM (Pacific Time). B.Remote system access service: coverage between 4:00 AM to 4:00 PM (Pacific Time) with four-hour response time (severity 2 or 3). C.Software upgrades, fixes, and patches, at no additional cost. D.The City shall require the Contractor to provide ongoing support for the software for the life of the AMI Software solution as long as the City is current on maintenance and support or SaaS payments. Docusign Envelope ID: 6AD75F50-8A33-85A5-8039-9E3E1257A838Docusign Envelope ID: 177582DA-4F1C-8834-813C-BC4FD03AA45E