Item 26 - Agreement with Allied Network Solutions, Inc. for Adobe Software and Subscription

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SOLICITATION # CH16012 h.An election by Customer to purchase a base commitment that is not sufficient to run Customer's system (e.g., If a customer elects to size a pVM pool that is insufficient to run the designated workload); i.lssues occurring outside of standard working hours (as defined for business level customers) — for which the Service Level Objectives (SLOs) do not apply; j.Cloud Cover Services (CCS) offerings — for which the Service Level Objectives (SLOs) do not apply; k.Resolution delays due to lack of client response and/or Customer provided credential based information; I.Priority levels not agreed upon by both customer and supplier; m.Claims of performance degradation not substantiated through Customer provided diagnostic testing results. 8.11 Data D SDecifv vour data disposal procedures and policies and destruction confirmation Drocess. The disposal of data will vary based on the type of service that is being provided to the Purchasing Entity by Salesforce. As an example, please see Salesforce response for disposal of government data: Data Disposal and Destruction In the event of termination of the Salesforce service, requests by your Agency made within 30 days after the effective date of termination or expiration of the Subscription Agreement, Salesforce will make your data available to you for export or download. Once the export has been completed, an email will be sent to you containing a link where you can download a .zip file that contains multiple .csv (spreadsheets) files, each representing your Salesforce objects. Your data on disk is flagged within the database and set to inactive status or what can be referred to as a ""soft delete."" This data is no longer available or accessible to the application but is backed up in the full database backup process. The data remains in this state for 180 days; this is done in the event that the customer decides to resume services or needs the data for a legal reason. At 180 days, the data is marked for deletion (""hard delete"") and will be deleted after 30 more days. Once this ""hard delete"" is executed the customer data is physically deleted and non -recoverable from the database. Following the purge, the data will remain on backup for an additional 90 days prior to being overwritten and unrecoverable. Media Sanitization Salesforce has an established process for sanitizing media consistent with industry guidelines and consistent with NIST SP 800-88 Guidelines for Media Sanitization [MP-6]. 8.12 Performance Measures and Reporting 8.12.1 Describe your ability to guarantee reliability and uptime greater than 99.5%. Additional points will be awarded for 99.9% or greater availability. CA APM CA SaaS production environments have an SLA at 99.8% uptime calculated arrear monthly. 1 hr response for P1 issues. MAA CA MAA SaaS production environments have an SLA at 99.8% uptime calculated arrear monthly. 1 hr response for P1 issues. CA Agile For Rally SaaS Unlimited Edition customers, our goal is to provide 99.9% up -time during each calendar quarter. If in any calendar quarter an up -time of 99.5% is not met and our customers were negatively impacted (for example, were unable to login to Rally), we will provide a service credit equal to one month of fees for use of the Rally Service. ASM CA SaaS production environments have an SLA at 99.8% uptime calculated arrear monthly. 1 hr response for P1 issues. carahsoft 129 carahsoft