Ongoing maintenance and support services for Aloha

The purpose of this Scope of Work (SOW) is for Visual Data Software Corporation ("Contractor") to provide ongoing maintenance and support services for Aloha, a cloud-native document and docket management platform that replaced the legacy DocWarehouse system, for the Public Service Commission.

Aloha is a tailored, custom-designed, data record management system, designed and managed by the Contractor, used exclusively by the Public Service Commission (PSC), the Division of Public Utilities (DPU), and the Office of Consumer Services (OCS), for specific records and docket management needs.

Estimated value of the contract/purchase order/increase: **218,330.40**

The ongoing maintenance and support includes the Amazon Web Services (AWS) infrastructure and Utah Aloha Virtual Private Cloud (VPC) support. [...] Aloha encompasses an updated web application, infrastructure, data and document migration from the legacy DocWarehouse system, including document reprocessing, security, and quality assurance.

Requirements

• The Contractor shall provide continuous, 24 hour, 7 days per week, 365 days of support for Aloha, excluding planned and scheduled maintenance downtime.
• Access permissions for PSC, DPU, OCS, and Contractor users shall strictly follow the principle of least privilege, restricting access to the practical minimum required for job duties.
• The Division of Technology Services (DTS) shall host Aloha within its cloud environment, integrated with the Utah-ID Multi-Factor Authentication (MFA), or authorized equivalent, sign-in system.
• The Contractor must perform all updates, upgrades, patches, and routine maintenance in close coordination with DTS cloud hosting services staff to ensure Aloha remains accessible, secure, reliable, and fully operational.
• The Contractor shall maintain its own dedicated development environment and perform upgrades and testing in designated Utah test environments prior to production deployments.
• All data, including primary database content, documents, and credentials, must be secured using best-in-class encryption standards both at rest and in transit.
• The Contractor shall ensure that system and database backups are fully integrated, operational, and tested under the DTS environment.
• The system shall run on the latest Agency - and DTS - approved version of Aloha.
• All security patches, performance updates, and system upgrades shall be applied and maintained as soon as they become available.
• All licensing fees, software tools, and associated costs required to maintain complete functionality and operation of Aloha must be included in the total contract price.
• The Contractor shall provide a data architecture diagram for data flow and management.

Issue Severity Schedule

| Issue Severity | Initial Response Time | Status Update Frequency |
| --- | --- | --- |
| Major Issues / Failures | Within 2 hours | At least once daily until fully resolved |
| Minor Issues / Failures | Within 1 business day | Every 3 calendar days until fully resolved |

Notice of intent to award without competition

Vendors interested in responding to this notice must submit a response to this posting containing complete responses to all of the information requested. Any such vendors must submit the name of the contesting person and a detailed explanation of the contest, including documentation showing that there are other competing sources for the procurement item.

DO NOT CONTACT THE CONDUCTING PROCUREMENT UNIT. Any questions regarding this notice, including obtaining additional information, can be obtained through the Division of Purchasing during the publication period. No action is required if you agree with this notice.

Contract term

The term of this contract (or extension) will be: 5 years and renewal options: None. This Contract may be renewed for up to three (3) additional, one-year terms, subject to mutual written agreement between the PSC and the Contractor prior to the expiration of the current term.

Payment

The Contractor shall submit invoices to the Agency within 30 days of the start of each annual support period.