Stc - Itsm Atlassian Managed Service Pro

The contract establishes a statewide, fixed-term managed service agreement with an estimated performance period beginning around February 2026 and extending up to five years, with options for renewal. It focuses on providing comprehensive IT Service Management solutions utilizing Atlassian JIRA platforms to support incident, problem, and change management workflows for various South Carolina government units. The contractor is responsible for delivering, integrating, and managing the ITSM platform, ensuring high availability, security, and compliance with applicable state and federal standards, including HIPAA and IRS regulations. The contract emphasizes rigorous testing, validation, and acceptance procedures, with performance metrics and service levels monitored continuously, and acceptance contingent upon demonstrated system performance and UGU approval. Pricing is to be submitted separately, detailing unit costs for implementation, ongoing services, and optional enhancements, with the contract including provisions for administrative fees and CPI adjustments. The agreement incorporates numerous state-specific clauses covering law compliance, data ownership, information security, confidentiality, and organizational conflict of interest disclosures. It mandates strict personnel qualifications, subcontractor disclosures, and security protocols, including disaster recovery and incident response plans. Payment is managed through electronic funds transfer, with detailed invoicing procedures and designated points of contact. The contract also specifies proposal submission instructions, requiring separate technical and price volumes, redacted copies for confidentiality, and adherence to specified deadlines. Overall, the agreement is designed to ensure reliable, secure, and high-quality ITSM services across multiple government entities, with clear performance, security, and compliance standards embedded throughout.