IFB Bid designation: Public State of California

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State of California

Bid IFB 14-145221

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Solicitation IFB 14-145221

Salesforce Software as a Service (Saas) IFB

Bid designation: Public

State of California

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State of California

Bid IFB 14-145221

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Bid IFB 14-145221 Salesforce Software as a Service (Saas) IFB Bid Number   

IFB 14-145221

Bid Title   

Salesforce Software as a Service (Saas) IFB

Expected Expenditure    $5,000,000.00 (This price is expected - not guaranteed) Bid Start Date

Dec 3, 2014 10:38:56 AM PST

Bid End Date

Dec 15, 2014 2:00:00 PM PST

Question & Answer End Dec 10, 2014 10:00:00 AM PST Date Bid Contact   

Lauren Neisen 916-431-5043 [email protected]

Standard Disclaimer     The State of California advises that prospective bidders periodically check the websites, including but not limited to Bidsync, and/or other state department links for modifications to bid documents. The State of California is not responsible for a prospective bidder's misunderstanding of the bid solicitation or nonresponsive bid due to failure to check these websites for updates or amendments to bid documents, and/or other information regarding the bid solicitations. Failure to periodically check these websites will be at the bidder's sole risk. The information published and/or responded to on these websites is public information. Confidential questions/issues/concerns should be directed to the contact on the ad.

Description The purpose of this Invitation for Bid is to obtain a Contractor managed and hosted, Salesforce Software as a Service Subscription.

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State of California

Bid IFB 14-145221

IT SaaS INVITATION FOR BID (IFB) FOR SALESFORCE

IFB# 14-145221

REV.#

DATE: December 02, 2014

KEY ACTION DATES IFB RELEASE VENDOR QUESTIONS DUE: STATE RESPONDS TO QUESTIONS: BID DUE DATE: PUBLIC BID OPENING: EVALUATIONS: RELEASE INTENT TO AWARD (Begin Protest Period): AWARD:

12/2/2014 12/8/2014 10:00 AM 12/10/2014 12/15/2014 2:00 PM * 12/15/2014 2:30 PM 12/16/2014 12/17/2014 12/23/2014

* All dates after the Bid Due Date are subject to change without bidder notification.

ALL DATES AFTER THE BID DUE DATE ARE APPROXIMATE AND MAY BE ADJUSTED AS CONDITIONS INDICATE WITHOUT ADDENDUM TO THIS IFB. SEALED BID RESPONSES MUST BE DELIVERED TO PROCUREMENT OFFICIAL BY 2:00 PM PT ON THE BID DUE DATE.

PROCUREMENT OFFICIAL For further information contact the Procurement Official: LAUREN NEISEN PHONE: (916) 431-5043 [email protected] Clearly Label and Submit Bid to: “CONFIDENTIAL BID -- DO NOT OPEN -- IFB 14-144043” BID DUE DATE/TIME: 12/15/2014 2:00 PM CA Department of Technology IT Procurement & Contract Services Branch ATTN: LAUREN NEISEN

U.S. Postal Service (USPS) Deliver to: Mail Stop Y18 P.O. Box 1810 Rancho Cordova, CA 95741 Parcel Post (FedEx, UPS, etc.) to: 10860 Gold Center Drive Mail Room - Suite 105 Rancho Cordova, CA 95670 Hand Deliveries to: 10860 Gold Center Drive, Suite 200 Rancho Cordova, CA 95670

BIDDER INFORMATION & SIGNATURE Bidder Company Name and Address: ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ FEIN:___________________________________________________________ Phone: ___________________________Email: ____________________________________________________ Name of Authorized Rep (Print):_____________________________ Title:_______________________________ SIGNATURE OF AUTH. REP:_________________________________________________ DATE:______________ IS BIDDER CLAIMING PREFERENCE AS A CALIFORNIA CERTIFIED SMALL BUSINESS?

YES ____ …... NO ____

IF YES, IS BIDDER THE MANUFACTURER?

YES ____ …... NO ____

IS BIDDER A NON-SMALL BUSINESS CLAIMING AT LEAST 25% SMALL BUSINESS SUBCONTRACTOR PREFERENCE?

YES ____ …... NO ____

Bidder offers and agrees if this response is accepted within 45 calendar days following the date the response is due to furnish all the items upon which prices are quoted, at the prices set opposite each item, delivered at the designated point(s) by the method of delivery and within the times specified and subject to the attached General Provisions. DECLARATIONS UNDER PENALTY OF PERJURY; By signing above, with inclusion of the date of signature, the above signed bidder DECLARES UNDER PENALTY OF PERJURY under the laws of the State of California as follows: (1) (STATEMENT OF COMPLIANCE). The above signed has complied with the non-discrimination program requirements of Government Code 12990 and Title 2, California Administrative Code Section 8103, and such declaration is true and correct. (2) The National Labor Relations Board declaration set forth in Paragraph 48 of the General Provisions is true and correct. (3) If a claim is made for the Small Business or Disabled Veterans Business preference, the information set forth within is true and correct.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

THIS PAGE IS INTENTIONALLY LEFT BLANK

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014 IFB TABLE OF CONTENTS

IT SaaS INVITATION FOR BID (IFB) FOR SALESFORCE ..................................................................................................................1  KEY ACTION DATES .............................................................................................................................................................................1  PROCUREMENT OFFICIAL ..................................................................................................................................................................1  BIDDER INFORMATION & SIGNATURE ..............................................................................................................................................1  IFB TABLE OF CONTENTS ..................................................................................................................................................................3  SECTION I.  IFB ADMINISTRATIVE REQUIREMENTS ....................................................................................................................4  Bidder’s Instructions ..........................................................................................................................................................................4  General Provisions ............................................................................................................................................................................4  Special Provisions-Cloud Computing Services .................................................................................................................................4  Authorized Reseller ...........................................................................................................................................................................4  Delivery ............................................................................................................................................................................................4  Bid Award ..........................................................................................................................................................................................4  Cash Discounts .................................................................................................................................................................................4  Shipment ...........................................................................................................................................................................................4  Inquiries/Questions ............................................................................................................................................................................4  Bid Quote/Attachments......................................................................................................................................................................4  State Bid Forms .................................................................................................................................................................................4  Responsible Bidder ...........................................................................................................................................................................4  New Equipment .................................................................................................................................................................................4  Facsimile (FAX) Bids .........................................................................................................................................................................4  Recycled Content Products ...............................................................................................................................................................4  Payee Data Record ...........................................................................................................................................................................4  Seller’s Permit ...................................................................................................................................................................................4  DVBE Program Requirements...........................................................................................................................................................5  CA Small Business ............................................................................................................................................................................5  Bidder Declaration Forms ..................................................................................................................................................................5  DVBE Certification .............................................................................................................................................................................5  Additional Clarifying Information ........................................................................................................................................................5  Pre-Employment Criminal Background Investigation Policy .............................................................................................................5  TACPA Preference Program .............................................................................................................................................................6  Award of Contract ..............................................................................................................................................................................6  Requirements Protest ........................................................................................................................................................................6  Protest of Award ................................................................................................................................................................................6  SECTION II.  IFB BID SUBMISSION FORMAT AND CONTENTS ...............................................................................................7  A.  Bid Format General Instructions .............................................................................................................................................7  B.  Number of Bid Copies.............................................................................................................................................................7  SECTION III.  IFB BIDDER EVALUATION .....................................................................................................................................7  A.  Administrative Requirements ..................................................................................................................................................7  B.  Contract Award .......................................................................................................................................................................8  C.  Cost Evaluation .......................................................................................................................................................................8  IFB Attachment 1 – Bid Checklist ........................................................................................................................................................9  IFB Attachment 2 – Current Customer Salesforce Enrollment.......................................................................................................11  IFB Attachment 3 – Cost Worksheet .................................................................................................................................................13  IFB Attachment 4 – Sample Standard Agreement ...........................................................................................................................15  Exhibit A – Statement of Work ...........................................................................................................................................................17  1.  Contract Description: ............................................................................................................................................................17  2.  Term: ....................................................................................................................................................................................17  3.  Amount: ................................................................................................................................................................................17  4.  California Department of Technology Responsibilities: ........................................................................................................17  5.  Notices: .................................................................................................................................................................................18  6.  License Type: .......................................................................................................................................................................18  7.  Data/Information Categorization ...........................................................................................................................................18  8.  Licensee Site/Location:.........................................................................................................................................................18  9.  Installed on: ..........................................................................................................................................................................19  10.  Maintenance/ Technical Support: .........................................................................................................................................19  11.  Work Authorization: ..............................................................................................................................................................19  12.  Advertising of Data: ..............................................................................................................................................................19  13.  Amendments: ........................................................................................................................................................................19  14.  Information Security ..............................................................................................................................................................19  15.  Information and data ownership: ..........................................................................................................................................20  16.  Other Agreements: ...............................................................................................................................................................20  17.  DVBE Reporting ...................................................................................................................................................................20  Exhibit A – Attachment 1 – Salesforce Maintenance Policy and Terms..........................................................................................21  Exhibit A – Attachment 2 – Salesforce Service Level Availability ...................................................................................................25  Exhibit B – Payment and Invoicing ...................................................................................................................................................27  Exhibit C – Cost Worksheet ...............................................................................................................................................................29  Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Product &Support) Offerings ....................................................31  Exhibit C – Attachment 2 – Salesforce Support Plans ....................................................................................................................45  Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans ........................................................................................47  Exhibit D – Special Terms and Conditions To Safeguard Federal Tax Information .....................................................................51  Exhibit E – General Provisions & Special Provisions .....................................................................................................................61  Exhibit F – Work Authorization ..........................................................................................................................................................63  Exhibit G – Contractor’s Response to IFB 14-144521 Bid ..............................................................................................................65  Exhibit H – IFB 14-144521 ..................................................................................................................................................................67 

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State of California

State of California Department of Technology

SECTION I.

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB ADMINISTRATIVE REQUIREMENTS

Bidder’s Instructions Please read carefully the attached Bidder’s Instructions. The following provisions are incorporated into the IFB and resulting Agreement and may be viewed at the website listed. If you are unable to view this document, please contact the buyer for the IFB listed on page 1 of this IFB. Bidders Instructions (GSPD-451), Effective 11/09/2011 http://www.documents.dgs.ca.gov/pd/modellang/GSPD451-110911.pdf General Provisions Please read carefully the attached General Provisions. The following provisions are incorporated into the IFB and resulting Agreement and may be viewed at the website listed. If you are unable to view these documents, please contact the buyer for the IFB listed on page 1 of this RFQ. General Provisions-IT (GSPD-401IT), Effective 09/05/14 http://www.documents.dgs.ca.gov/pd/poliproc/gspd401IT14_0905.pdf Special Provisions-Cloud Computing Services Please read carefully the attached Bidder’s Instructions and General Provisions. The following provisions are incorporated into the IFB and resulting Agreement may be viewed at the website listed. If you are unable to view these documents, please contact the buyer for the IFB listed on page 1 of this IFB. Special Provisions-Cloud Computing Services, Effective 09/03/14 http://www.dgs.ca.gov/pd/Home/CloudComputing.aspx Authorized Reseller Only bids from authorized resellers of proposed products and services will be accepted. Delivery Contacts will be identified on the resulting purchase order. Bid Award For the purposes of this solicitation, contract award IFB will be awarded to the lowest responsive, responsible Bidder Cash Discounts Cash discounts will not be considered when evaluating bid responses for award purposes. However, cash discounts may be offered and taken by departments processing invoices within the timeframe specified. Shipment For the purposes of this solicitation, only bid responses quoting FOB Destination will be accepted. Inquiries/Questions Written questions must be received by 10:00 AM, on the Vendor Questions Due date identified in the Key Action Dates Table on page 1 of this IFB. ALL QUESTIONS MUST BE EMAILED TO THE PROCUREMENT OFFICIAL STATED ON THE COVER PAGE OF THIS IFB. When the Department has completed its review of the questions, all of the questions and answers will be posted in BidSync. Please note that no verbal information will be binding upon the Department of Technology, unless such information is issued in writing. Bid Quote/Attachments Bids that reference a supplier’s own terms and conditions or provisions will be considered non-responsive and will be rejected. State Bid Forms Only bids quoted on the State’s own bid forms will be considered. All bids shall be submitted in a sealed envelope/package with the solicitation number and the bid due date and time clearly marked on the outside of the envelope/package. Please mark the bid as “CONFIDENTIAL BID - DO NOT OPEN.” Responsible Bidder The California Department of Technology may require bidder(s) to submit evidence of their qualifications at such times and under conditions, as it may deem necessary. The question of whether a particular bidder is a responsible bidder may involve an evaluation of the bidder’s experience, type of facility, expertise or financial resources regarding the particular items requested by the pertinent solicitation. If a bidder has been determined to be non-responsible, the bid shall be rejected. New Equipment All equipment to be provided in response to a State of California solicitation shall be new and latest model in current production. USED, SHOPWORN, DEMONSTRATOR, PROTOTYPE OR DISCONTINUED MODELS ARE NOT ACCEPTABLE. Facsimile (FAX) Bids Faxed bids will not be accepted. All bids must be submitted as specified in the “Submit bid to” section on page one of the IFB. Recycled Content Products State agencies are required to report purchases in many product categories. In order to comply with those requirements, contractors are required to complete and return the Recycled Content Certification form, if applicable, with your bid response. Failure to complete and return the form may disqualify your bid from consideration. Payee Data Record The bidder should include a Payee Data Record, Std. Form 204 with their bid. The successful bidder will be required to submit a Payee Data Record, Std. Form 204 listing their Taxpayer Identification Number if a Std. 204 was not submitted by the bid due date. STD. 204 can be downloaded at http://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf Seller’s Permit If applicable, please note that award will be conditional on providing the following document prior to award: You must provide your company’s California retailer’s seller’s permit or certification of registration and, if applicable, the permit or certification of all participating affiliates, issued by California’s State Board of Equalization (BOE), pursuant to all requirements as set form in Sections 6487, 7101 and sections 6452.1, 6487.3, 18510 of the Revenue and Taxation Code, and Section 10295.1 of the Public Contract code. In order to expedite the process of verifying the validity of the permit, provide the BOE permit number in the space provided below (or attach a copy of the permit with your bid.) Retailer’s Seller’s Permit Number: _______________________

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

DVBE Program Requirements The State has established goals for Disabled Veteran Business Enterprises (DVBE) participating in State contracts. Please review the DVBE program requirements package located at the following link http://www.documents.dgs.ca.gov/pd/delegations/DVBEPckt2.doc. Bidders must complete and return all the appropriate pages in order for the bid to be considered responsive. California Disabled Veteran Business Enterprise (DVBE) Bid Incentive: In accordance with Section 999.5(a) of the Military and Veterans Code an incentive will be given to bidders who provide DVBE participation. For evaluation purposes only, the State shall apply an incentive to bids that propose California certified DVBE participation as identified on the Bidder Declaration GSPD-05-105 and confirmed by the State. The award will be based on the lowest price. The net bid price of responsive bids will be reduced (for evaluation purposes only) by the amount of DVBE incentive as applied to the lowest responsive net bid price. If the #1 ranked responsive, responsible bid is a California certified small business, the only bidders eligible for the incentive will be California certified small businesses. The DVBE incentive adjustment for an award based on low price will be 5% or $100,000, whichever is less, of the #1 ranked net bid price. When used in combination with a preference adjustment, the cumulative adjustment amount cannot exceed $100,000 Military and Veteran Code (MVC) 999.5(d), Government Code (GC) 14841, and California Code of Regulations (CCR) 1896.78(e) requires all Prime Contractor’s that had a Disabled Veteran Business Enterprise (DVBE) firm preform any element of work for a contract to report DVBE information CA Small Business The Small Business regulations, located in the California Code of Regulations (Title 2, Division 2, Chapter 3, Subchapter 8, Section 1896 et. seq.), concerning the application and calculation of the small business preference, small business certification, responsibilities of small business, department certification, and appeals are revised, effective 09/09/04. The new regulations can be viewed at (www.pd.dgs.ca.gov/smbus). Access the regulations by Clicking on “Small Business Regulations” in the right sidebar. For those without Internet access, a copy of the regulations can be obtained by calling the Office of Small Business and DVBE Services at (916) 375-4940. Non-Small Business Subcontractor Preference: A 5% bid preference is now available to a non-small business claiming 25% California certified small business subcontractor participation. If applicable, claim the preference in the box on the right hand side of the first page of this solicitation. Small Business Nonprofit Veteran Service Agencies (SB/NVSA): SB/NVSA prime bidders meeting requirements specified in the Military and Veterans Code Section 999.50 et seq. and obtaining a California certification as a small business are eligible for the 5% small business preference. If applicable, claim the preference in the box on the right hand side of the first page of this solicitation. SECTION 14838 ET SEQ. OF THE CALIFORNIA GOVERNMENT CODE REQUIRES THAT A 5% PREFERENCE BE GIVEN TO BIDDERS WHO QUALIFY AS A SMALL BUSINESS AS A NON-SMALL BUSINESS CLAIMING AT LEAST 25% CALIFORNIA CERTIFIED SMALL BUSINESS PARTICIPATION FOR REQUIREMENTS SEE TITLE 2, CALIFORNIA CODE OF REGULATIONS SECTION 1896 ET SEQ. THE REQUIREMENTS FOR NONPROFIT VETERAN SERVICE AGENCIES QUALIFYING AS A SMALL BUSINESS ARE CONTAINED IN SECTION 999.50 ET SEQ. OF THE MILITARY AND VETERANS CODE. Small Business Certification: Bidders claiming the small business preference must be certified by California as a small business or must commit to subcontract at least 25% of the net bid price with one or more California certified small businesses. Completed certification applications and required support documents must be submitted to the Office of Small Business and DVBE Services (OSDS) no later than 5:00 p.m. on the bid due date, and the OSDS must be able to approve the application as submitted. Small business nonprofit veteran service agencies (SB/NVSA) claiming the small business preference must possess certification by California prior to the day and time bids are due. Questions regarding certification should be directed to the OSDS at (916) 375-4940. Attachment with bid required if claiming the Small Business Preference: All bidders must complete and include the Bidder Declaration form GSPD-05-105. If claiming the non-small business subcontractor preference, the form must list all of the California certified small businesses with which you commit to subcontract in an amount of at least twenty-give percent (25%) of the net bid price. All certified small businesses must perform a “commercially useful function” in the performance of the contract as defined in Government Code Section 14837(d)(4). Bidder Declaration Forms All bidders must complete the Bidder Declaration GSPD-05-105 and include it with the bid response. When completing the declaration, bidders must identify all subcontractors proposed for participation in the contract. Bidders awarded a contract are contractually obligated to use the subcontractors for the corresponding work identified unless the State agrees to a substitution and it is incorporated by amendment to the contract. DVBE Certification Bidders who have been certified by California as a DVBE (or who are bidding rental equipment and have obtained the participation of subcontractors certified by California as a DVBE) must also submit a completed form(s) STD. 843 (Disabled Veteran Business Enterprise Declaration). All disabled veteran owners and disabled veteran managers of the DVBE(s) must sign the form(s). Should the form not be included with the solicitation, contact the State contracting official or obtain a copy online from the Department of General Services Procurement Division, Office of Small Business and DVBE Services (OSDS) website at www.pd.dgs.ca.gov/smbus. The completed form should be included with the bid response. Additional Clarifying Information At the State’s option prior to award, bidders may be required to submit additional written clarifying information. Failure to submit the required written information as specified may be grounds for bid rejection. Pre-Employment Criminal Background Investigation Policy The California Department of Technology recognizes the need for hiring practices that will ensure the greatest degree of security for data center operations and the data maintained within the Department of Technology. Under the authority of Government Code 11546.6, a criminal background check utilizing California Department of Justice (DOJ) and Federal Bureau of Investigation (FBI) records must be conducted by the vendor on prospective contractors, subcontractors, volunteers, or vendors. All fingerprints shall be taken digitally using Live Scan technology and transmitted electronically to the DOJ. Vendor must certify compliance per Attachment 5, Pre-Employment Criminal Background Investigation Policy that prospective contractors, subcontractors and volunteers have completed and passed the background check. Failure to provide the certification will result in disqualification for employment or contract termination.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

TACPA Preference Program Target Area Contract Preference Act (TACPA) program requirements apply to this solicitation. TACPA information and forms can be found in the following locations: http://www.pd.dgs.ca.gov/edip/tacpa.htm Bidders who are not requesting the TACPA preference need not return these documents with the bid response. Award of Contract Award of contract, if made, will be in accordance with the IFB information on Evaluation to a responsible bidder whose bid complies with all the requirements of the IFB documents and any addenda thereto, except for such immaterial defects as may be waived by the State. Award, if made, will be made within forty-five (45) days after the scheduled date for Contract Award as specified in the IFB; however, a bidder may extend the offer beyond 45 days in the event of a delay of contract award. The State reserves the right to determine the successful bidder(s) either on the basis of individual items or on the basis of all items included in its IFB, unless otherwise expressly provided in the State's IFB. Unless the bidder specifies otherwise in its bid, the State may accept any item or group of items of any bid. The State reserves the right to modify or cancel in whole or in part it’s IFB. Requirements Protest Any bidder’s issues regarding solicitation requirements must be resolved (or attempts to resolve them must have been made) before a Protest of Award may be submitted. Requirements Protests must be submitted in writing via email to the Procurement Official and by Monday, December 8, 2014 @ 10:00 AM Pacific Time. These issues will first be resolved by the department for the solicitation or if they result in a protest the department will submit to the DGS Procurement Division Deputy Director to hear and resolve issues and whose decision will be final. Protest of Award Written notification of the State's intent to award will be made to all bidders. If a bidder, having submitted a bid, can show that its bid, instead of the bid selected by the State, should be selected for contract award, the bidder will be allowed five (5) working days to submit a protest to the Intent to Award, according to the instructions contained in the paragraph titled “Protests” of this IFB. If a bidder has submitted a bid which it believes to be totally responsive to the requirements of the IFB and to be the bid that should have been selected according to the evaluation procedure in the solicitation section on Evaluation and the bidder believes the State has incorrectly selected another bidder for award, the bidder may submit a protest of the selection as described below. Protests regarding selection of the "successful vendor" will be heard and resolved by the State Board of Control whose decision will be final. All protests of award must be made in writing, signed by an individual authorized to bind the bidder contractually and financially, and contain a statement of the reason(s) for protest; citing the law, rule, regulation or procedures on which the protest is based. The protester must provide facts and evidence to support the claim. Protests must be mailed or delivered to: Department of General Services Deputy Director Procurement Division 707 Third Street, Second Floor South West Sacramento, CA 95605 Facsimile No: (916) 375-4611 The protester must provide a copy of the protest to the California Department of Technology. A copy of the protest must be mailed to: California Department of Technology Jennifer Herrera, Contracts Manager IT Procurement & Contract Services Branch (Mail Stop Y18) P.O. Box 1810 Rancho Cordova, CA 95741 Facsimile No: (916) 463-9908 All protests to the IFB or protests concerning the evaluation, recommendation, or other aspects of the selection process must be received by the Deputy Director of the Procurement Division as promptly as possible, but not later than the date indicated in the Notification of Intent to Award. Certified or registered mail must be used unless delivered in person, in which case the protester should obtain a receipt of delivery.

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State of California

State of California Department of Technology

SECTION II.

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB BID SUBMISSION FORMAT AND CONTENTS

These instructions describe the mandatory bid format and the approach for the development and presentation of bid data. It is the Bidder’s responsibility to ensure their IFB response is submitted in a manner that enables the State’s evaluation team to easily locate attachments of this IFB. A complete bid or bid package will consist of the attachments identified in Attachment 1 – Bid Checklist. This checklist is provided for Bidder use only and need not be submitted with the final bid. Bidders are encouraged to carefully read the entire solicitation. The need to verify all documentation and responses prior to the submission of bids cannot be over emphasized. A. Bid Format General Instructions BID PACKAGE – ADMINISTRATIVE REQUIREMENTS & COST BID RESPONSE Bids must be submitted on standard 8.5" x 11" paper. Double sided printing is preferred. No smaller than 10 font; and Must be placed within a binder with numbered sections and tabs corresponding to each number referenced on Attachment 1, Bid Checklist. B. Number of Bid Copies The complete bid must be submitted in the number of copies indicated as follows: One (1) “Master Copy” * One (1) CD-ROM or Flash Drive copy in PDF Format

*Note: The MASTER COPY must contain an original signature of a representative authorized to enter into a binding agreement upon award of this Agreement. SECTION III.

IFB BIDDER EVALUATION

The IFB will only be evaluated for responsive/responsible bidders that successfully completed the administrative and cost requirements. The State reserves the right in its sole discretion to require clarification and additional information from a Bidder to complete its evaluation and to determine if the Bidder is responsive and responsible. A. Administrative Requirements In addition to meeting all other requirements of this IFB, bidders must also adhere to all of the mandatory Administrative requirements of this IFB to be responsive. These requirements are listed below: Key Action Dates and other requirements specified in Page one (1) of the IFB; The Administrative Requirements of Section I of the IFB; and The Bid Submission Format and Contents specified in Section II.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

All Administrative Requirements listed in Section I are mandatory (if applicable) and will be evaluated on a Pass/Fail basis. Should the Bidder’s response to Section I requirements be deemed non-responsive, the State will not move forward with evaluating the Bidder’s Cost document(s). B. Contract Award This IFB will be awarded to the lowest responsive, responsible Bidder. The State in its sole discretion may require additional information from a Bidder to clarify the cost information provided. A Bidder must provide any additional information required by the State within the time frame requested by the State. The bid may be rejected if it is conditional or incomplete, or if it contains any alterations of form or other irregularities of any kind. The California Department of Technology may reject any or all Bids and may waive any immaterial deviation in the Bid. The California Department of Technology waiver of an immaterial defect shall in no way modify the Bid document or excuse the bidder from full compliance with all the requirements if awarded the Agreement. Attachment 2 of this IFB depicts State customers with a current Salesforce subscription via the Department of Technology’s existing Agreement and is for informational purposes only. Upon award of this contract, Salesforce will be published in the Department of Technology’s Software as a Service (SaaS) catalogue and will be available for enrollment to customers statewide. The Salesforce customers shown on Attachment 2 will have the option to request subscription services via this offering upon expiration of their existing agreement and award of this contract. The contract will consist of a three-year (36 months) term, with two (2) 1-year optional renewal terms. The Salesforce SaaS IFB, Attachment 3 – Cost Worksheet must be completed in its entirety for insertion into the final Agreement. Pricing documented in the Cost Worksheet will apply for the term of the contract and for any optional years that are exercised by the State. The State does not guarantee maximum or minimum quantities upon an executed Agreement. The maximum Agreement total will not exceed $5,000,000.00. C. Cost Evaluation For ‘evaluation’ purposes ONLY, the Department of Technology will use the grand total of the IFB Attachment 3 – Cost Worksheet in awarding to the lowest, responsive, responsible Bidder. Bidders must complete the Cost Worksheet in its entirety.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 1 – Bid Checklist The following documents and information are required to be submitted with the bid response, Sections and Tabs organized as follows: ADMINISTRATIVE REQUIREMENTS & COST BID RESPONSE SECTION I – ADMINISTRATIVE REQUIREMENTS o Tab 1 - Completed IFB Page 1 (signed by authorized representative) o Tab 2 - Payee Data Record, Std. 204 (required upon award of contract if not included in the bid). o Tab 3 - CA Small Business Certification (if applicable) o Tab 4 - Bidder Declaration Form GSPD -05-105 o Tab 5 – Disabled Veteran Business Enterprise Certification (if applicable) o Tab 6 - Target Area Contract Preference Act (TACPA) (if applicable) SECTION II – COST BID RESPONSE o Tab 1 – Cost Worksheet (IFB Attachment 3 – separate attachment)

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

THIS PAGE IS INTENTIONALLY LEFT BLANK

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p. 12

State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 2 – Current Customer Salesforce Enrollment

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 3 – Cost Worksheet The Salesforce Software as a Service (SaaS) IFB Cost Worksheet is a separate attachment and must be completed in its entirety and submitted as part of the bid/bid package as stated on the IFB Attachment 1 – Bid Checklist. The lowest, responsive/responsible vendor’s cost worksheet will be inserted into the final Agreement as Exhibit C – Cost Worksheet. Dollar amounts submitted by the bidder in the Cost Worksheet must be annual pricing and will apply for the term of the contract and for any optional years that are exercised by the State. Bidders must input a dollar value for each line item within each Category. Upon award of this contract, Salesforce will be published in the Department of Technology’s SaaS catalogue and will be available for enrollment to customers statewide. The State does not guarantee maximum or minimum quantities. The maximum Agreement total will not exceed $5,000,000.00.

PLACEHOLDER –

<<>>

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

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State of California

Bid IFB 14-145221

State of California Department of Technology

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 4 – Sample Standard Agreement STATE OF CALIFORNIA

STANDARD AGREEMENT STD. 213 (new 06/03)

REGISTRATION NUMBER PURCHASING AUTHORITY NUMBER

AGREEMENT NUMBER

9I-0715-CIO-HQ1 1.This Agreement is entered into between the State Agency and the Contractor named below STATE AGENCY'S NAME

CALIFORNIA DEPARTMENT OF TECHNOLOGY

(hereafter the “Department of Technology,” or ”State”)

CONTRACTOR'S NAME

(hereafter the “Contractor”)

2.

The term of this Agreement is: 3.The maximum amount of this Agreement is:

December 23, 2014 – December 22, 2017 (3 years) with two (2) 1-year optional renewals. Five Million Dollars and Zero Cents

Not to exceed $5,000,000.00

The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a part of the Agreement:

Exhibit A: Exhibit B: Exhibit C: Exhibit D: *Exhibit E: Exhibit F: Exhibit G: *Exhibit H:

Statement of Work (SOW)..…………………………………………………………………………………... Budget Details and Payment Provisions…………………………........................................................... Cost Worksheet………………………………………………………………………………………………… Special Terms and Conditions to Safeguard Federal Tax Information…………………………………... General Provisions - Information Technology (GSPD-401IT - 09/05/14)………………………………... Work Authorization…………………………………………………………………………………………….. Contractor’s Response…..…..………………………………………………………………………………... Invitation for Bid (IFB) 14-144043…………………………………………………………………………….

22 Pages 2 Pages 2 Pages 10 Pages* 12 Pages 2 Pages 3 Pages 12 Pages

*Items shown with an asterisk (*) are hereby incorporated by reference and made part of this agreement as if Attached hereto. Exhibit E can be viewed at: http://www.documents.dgs.ca.gov/pd/poliproc/gspd401IT13_1127.pdf. Exhibit H can be viewed upon request of the Department of Technology, Procurement & Contract Services Branch Contact identified in the SOW. IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto. Statewide Technology Procurement Division

CONTRACTOR CONTRACTOR’S NAME (If other than an individual, state whether a corporation, partnership, etc.)

BY (Authorized Signature)



DATE SIGNED

PRINTED NAME AND TITLE OF PERSON SIGNING ADDRESS

STATE OF CALIFORNIA AGENCY NAME

CALIFORNIA DEPARTMENT OF TECHNOLOGY BY (Authorized Signature)



DATE SIGNED

PRINTED NAME AND TITLE OF PERSON SIGNING

ADDRESS

Exempt per

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Contractor is not authorized to deliver or commence the performance of services, as described in the Exhibit A, Statement of Work, until written approval has been obtained from all entities and executed by the Department of Technology. Any delivery or performance of service that is commenced prior to the signing of the Agreement shall be considered voluntary on the part of the Contractor and non-compensable.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit A – Statement of Work 1. Contract Description: a. This Statement of Work (“SOW”) reflects the Agreement between the California Department of Technology (hereafter referred to as the “State”, “Department of Technology”, or “Licensee”), and the Contractor TBD (hereafter referred to as “the Contractor”). The Contractor agrees to ensure the Salesforce Software as a Service (SaaS) licenses and maintenance/support subscriptions required under this Agreement are provided by the manufacturer, Salesforce. b. The purpose of this Agreement is to obtain the products identified in Exhibit C – Cost Work Sheet at the rates listed. Customer requests received for this subscription will be added using the Service Request process followed up by a Work Authorization (WA) form as identified in Exhibit F. All WA must be in writing prior to the beginning of the subscription and signed by the Department of Technology and Contractor. c. Exhibit A – Attachment 1 - Salesforce Maintenance Policy consists of Maintenance Periods. d. Exhibit A – Attachment 2 – Service Level Availability provides standards and features that apply to the Salesforce SaaS offering. 2. Term: The term of this Agreement is for 3 years (12/23/2014 – 12/22/2017) with two (2) 1-year, renewal options. Order placement via an approved WA shall be on or before the expiration date of this Agreement. Delivery of the subscription services requested must be completed within one (1) year after this Agreement expiration date. 3. Amount: The total amount of this Agreement shall not exceed $5,000,000.00. SaaS subscription costs are based on a 12-month term commitment and are incurred annually at the rates quoted for each category item as identified in Exhibit C – Cost Worksheet. 4. California Department of Technology Responsibilities: a. Designate a person (Project Manager) to whom all Contractor communication may be addressed and who has the authority to act on all aspects of the services. This person may review the Agreement and associated documents with the Contractor to ensure understanding of the responsibilities of both parties. b. Provide timely review and approval of information and documentation provided by the Contractor to perform its obligations.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

5. Notices: All notices required by or relating to this Agreement shall be in writing and shall be sent to the parties of this Agreement at their address as set below unless changed from time to time, in which event each party shall notify the other in writing, and all such notices shall be deemed duly given if deposited, postage prepaid, in the United States mail and directed to the following addresses below: The technical representative during the term of this Agreement will be: State Agency Manufacturer California Technology AgencyOffice of Technology Services Attn: David Escobar Phone: (916) 431-6569 E-mail: [email protected]

Salesforce Attn: Support Phone: (800) 667-6389 E-mail : http://www.salesforce.com/servicestraining/customer-support/overview/

CA Technical Contact Salesforce Attn: Steve Galvez, Senior Account Executive Phone:(916) 642-5949 E-Mail :[email protected] Contract inquiries should be addressed to: State Agency California Technology AgencyIT Procurement & Contracts Services Branch Attn:Lauren Neisen Address: P.O. Box 1810 Rancho Cordova, CA 95741 Phone:(916) 431-5043 Fax:(916) 463-9908 E-mail:[email protected]

Contractor Contractor Attn: Contact Name Address: XXX Street City, State Zip Phone:(XXX) XXX-XXXX Fax:(XXX) XXX-XXXX E-mail:TBD

6. License Type: Annual Subscription - Right-To-Use Licenses 7. Data/Information Categorization Per SAM 5305.5, State data housed on the Salesforce servers shall be classified as Low Impact. 8. Licensee Site/Location: The “Licensee Site” shall mean the customer location, as identified in the Work Authorization, Exhibit F, which Licensee represents, is operated or controlled by Licensee and/or the Department of Technology. Licensee may change the Licensee Site to another location located within the United States without incurring additional charges.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

9. Installed on: This is a SaaS Agreement. All software and hardware installed will be located at the manufacturer’s site. 10. Maintenance/ Technical Support: The Contractor shall ensure that maintenance and support are provided by the manufacturer, Salesforce, through the term of the Agreement. Maintenance and Support features are described in Exhibit A – Attachment 1 - Salesforce Maintenance Policy, Exhibit C – Attachment 2 – Salesforce Premier Support and Exhibit C – Attachment 3 – Salesforce Premier Support. Phone Support: (800) 667-6389 Web Support: http://www.salesforce.com/services-training/customer-support/overview/ 11. Work Authorization: The Work Authorization (WA), Exhibit F, will be the approved authorization process for the State and Contractor to execute all SaaS service annual WAs which include, but are not limited to, category items, unit quantities (additions or deletions) and/or annual subscription costs to this Agreement. 12. Advertising of Data: The Contractor and any service providers are not authorized to use, sell, resell, package or repackage or publicly display any information or data without the express written approval of the State. This restriction includes key-word searching or data mining of state data. Advertising is not allowed in any of these services or to any of the contacts associated with these services. 13. Amendments: Consistent with the terms and conditions of the original solicitation, and upon mutual consent, the Department of Technology and the Contractor may execute amendments to this Agreement. No amendment or variation of the terms of this Agreement shall be valid unless made in writing, and agreed upon by both parties and approved, as required. No verbal understanding or agreement not incorporated into the Agreement is binding on any of the parties. 14. Information Security It is the responsibility of the service provider to comply with information security best practices, including, but not limited to requirements for the use of strong passwords and the encryption of data, both in flight and at rest. Failure to comply with any of these terms may be grounds for termination for default.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

15. Information and data ownership: All information and data stored by the State (this includes all public agencies in the State that may use this Agreement) using the Contractor's system(s) remains the property of the State. As such, the Contractor agrees to not scan, capture or view such information or data unless expressly authorized by the appropriate State representatives. Prior to the release of any information or data belonging to the State or any law enforcement agency, the Contractor must notify and gain the express approval of the California Department of Technology and the California Department of Justice. Upon the conclusion of service as notified by the State, the Contractor must provide to the State a copy of all State data stored in the Contractor’s system within five (5) business days in Microsoft Excel (xlsx), comma delimited, or other such format as was agreed upon by the Contractor and the State prior to the commencement of service. Upon acceptance of this data by the State of California, the service provider shall purge the data from any and all of its systems and provide the State confirmation that such steps have occurred within ten (10) business days. Failure to comply with any of these terms may be grounds for termination for default. 16. Other Agreements: No advertising, testing, sharing or usage of State data will be allowed unless State consent is given. 17. DVBE Reporting Military and Veteran Code (MVC) 999.5(d), Government Code (GC) 14841, and California Code of Regulations (CCR) 1896.78(e) requires all Prime Contractor’s that had a Disabled Veteran Business Enterprise (DVBE) firm preform any element of work for a contract to report DVBE information. Prime Contractors are required to maintain records supporting the information that all payments to DVBE subcontractor(s) were made. The Prime DVBE Subcontracting form can be found at the following link: http://www.documents.dgs.ca.gov/pd/smallbus/Prime%20DVBE%20Sub%20Report.xls and the instructions can be found at the following link: http://www.documents.dgs.ca.gov/pd/smallbus/Prime%20DVBE%20Sub%20Report%20Instruction. doc. Completed forms are to be e-mailed to: [email protected]

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit A – Attachment 1 – Salesforce Maintenance Policy and Terms  Maintenance for Available Functionality    Version and Maintenance Strategy  All upgrades, patches, and other system maintenance are provided at no additional cost. In addition, Salesforce  releases 3 complimentary upgrades each year, in Winter, Spring, and Summer versions. This translates to 450+  features/year. All Salesforce users are always on the latest version of Salesforce’s platform because customers  get instant upgrades (typically on an opt‐in basis). Each time Salesforce releases a new version of the application  and the platform, the entire community can take advantage of the latest innovations from the Salesforce  product development team. Because of their multi‐tenant architecture, Salesforce is able to provide all  customers with a service based on a single version of their application. They are able to upgrade all customers at  the same time with each release. As a result, Salesforce does not have to maintain multiple versions of their  application. Each release will be delivered automatically in a transparent manner, and will not break customers’  configurations.     Upgrades don’t break integrations  Because of the requirement for seamless upgrades, Salesforce’s multi‐tenant service must maintain backwards  compatibility with the API used for integration. The customer only has to integrate with the service once, and  that integration will keep running—even as Salesforce upgrades the platform.     Rapid innovation  Salesforce can deliver new capabilities three to four times each year, and the customer chooses when to adopt  these new capabilities simply by opting‐in.     Maintenance Schedule  Salesforce generally performs maintenance on Friday evenings, outside of normal business hours (traditionally  after 8 PM PST). They are unable to change their maintenance schedule. Approximately 3 times per year, the  site is shut down outside normal business hours for application upgrades. Additionally, between 2 and 4 times  per year, the site is shut down outside normal business hours for planned maintenance. Salesforce provides  notice at least 48 hours in advance via the Salesforce website as well as notifications upon logging into the  customer’s Salesforce solution. Uptime information is provided in real time at the trust.salesforce.com site.   Updates and Upgrade Process  Major Release Maintenance is for upgrading the services to the latest product version to deliver enhanced  features and functionality. Major release dates and times are posted at  http://trust.salesforce.com/trust/maintenance approximately one month before release to Sandbox instances.  An email notification and blog post regarding Sandbox preview instructions is also sent approximately one  month prior to upgrading Sandbox instances. Email notifications of major release dates are sent one month prior  to upgrading non‐Sandbox instances. The Release Notes document describing the new features and functionality  is posted in Help & Training one month prior to upgrading non‐Sandbox instances. Final release reminders are  communicated to all customers approximately one week prior via email and upon logging into Salesforce. Major  release maintenance occurs three times per year. The instance will be unavailable for up to five minutes during  the release window.     Patch Releases and Emergency Releases are used to deliver scheduled and ad hoc application fixes. Patch  releases are scheduled weekly and are usually deployed to instances on Tuesday, Wednesday or Thursday, with  release to Asia‐Pacific instances the following day. Emergency releases are conducted on an as‐needed basis and  can occur any day of the week. Whenever possible, patches and emergency releases are deployed during off‐ peak hours and without downtime.  Page 21 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Customer’s Responsibilities    Customer Responsibilities are outlined in the Use of Services and Content section of the Salesforce Master  Subscription agreement available online at:   http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf     Maintenance Limitations    Proprietary Rights and Licenses as well as Salesforce Responsibilities are outlined in the Salesforce Master  Subscription Agreement online at: http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf    Definitions of Terms    Salesforce Definitions of Terms are outlined in the Salesforce Master Subscription agreement summarized below and online at: http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf  "Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with the subject entity. "Control," for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity. “Agreement” means this Master Subscription Agreement. “Beta Services” means Our services that are not generally available to customers. “Content” means information obtained by Us from Our content licensors or publicly available sources and provided to You pursuant to an Order Form, as more fully described in the Documentation. “Documentation” means Our online user guides, documentation, and help and training materials, as updated from time to time, accessible via help.salesforce.com or login to the applicable Service. “Malicious Code” means code, files, scripts, agents or programs intended to do harm, including, for example, viruses, worms, time bombs and Trojan horses. “Marketplace” means an online directory, catalog or marketplace of applications that interoperate with the Services, including, for example, the AppExchange located at http://www.salesforce.com/appexchange, the Heroku add-ons catalog located at https://addons.heroku.com/, and any successor websites. "Non-Salesforce.com Applications" means a Web-based or offline software application that is provided by You or a third party and interoperates with a Service, including, for example, an application that is developed by or for You, is listed on a Marketplace, or is identified as Salesforce Labs or by a similar designation. “Order Form” means an ordering document specifying the Services to be provided hereunder that is entered into between You and Us or any of Our Affiliates, including any addenda and supplements thereto. By entering into an Order Form hereunder, an Affiliate agrees to be bound by the terms of this Agreement as if it were an original party hereto. "Purchased Services" means Services that You or Your Affiliate purchase under an Order Form, as distinguished from those provided pursuant to a free trial. “Services” means the products and services that are ordered by You under a free trial or an Order Form and made available online by Us, including associated offline components, as described in the Documentation. “Services” Page 22 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

exclude Content and Non-Salesforce.com Applications. “User” means an individual who is authorized by You to use a Service, for whom You have ordered the Service, and to whom You (or We at Your request) have supplied a user identification and password. Users may include, for example, Your employees, consultants, contractors and agents, and third parties with which You transact business. "We," "Us" or "Our" means the salesforce.com company described in Section 13 (Who You Are Contracting With, Notices, Governing Law and Jurisdiction). "You" or "Your" means the company or other legal entity for which you are accepting this Agreement, and Affiliates of that company or entity. “Your Data” means electronic data and information submitted by or for You to the Purchased Services or collected and processed by or for You using the Purchased Services, excluding Content and Non-Salesforce.com Applications.  

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit A – Attachment 2 – Salesforce Service Level Availability   Salesforce Data Center Information    Customers will have their production Instance hosted from a data center within the region where the customer  is based. Customers can request, at the time of sign up, to be hosted from a data center in a different region  than where they are located.     If a customer purchases the Salesforce Government Cloud, all data will reside in the continental U.S. and is  managed by qualified U.S. citizens. For the Salesforce Government Cloud, additional controls have been  implemented around personnel management. Access to systems inside of the Salesforce Government Cloud  storing U.S. government, U.S. government contractors, and FFRDC Customer Data potentially permitting access  to Customer Data will be restricted to Qualified U.S. Citizens. Qualified US Citizens are individuals who are  United States citizens, are physically located within the United States when accessing the Salesforce  Government Cloud systems; and have completed a background check as a condition of their employment with  Salesforce.    Service Provisioning  Versions:  Salesforce users are on the latest version of the Salesforce platform with instant upgrades. Salesforce  has a multi‐tenant architecture and is able to provide all customers with a service based on a single version of  their application. They are able to upgrade all of their customers at the same time with each release. They do  not have to maintain multiple versions of their application.    Releases will be delivered automatically in a transparent manner, and will not break the customers’  configurations. All tenants are upgraded simultaneously. Salesforce releases 3 complimentary upgrades each  year, in Winter, Spring, and Summer versions. This translates to 450+ features/year. Release notes are always  posted online. Details of each release are shown online here: Salesforce Release Notes and release schedules  are posted online here: Salesforce Release Schedule Environments:  The Salesforce solution is 100% cloud based. Therefore, Salesforce manages the underlying  infrastructure. All that is needed is an Internet connection and supported browser or mobile device. No on‐ premises hardware or software is required of the customer.   Data Backup and Storage    Salesforce performs all backup and recovery operations on behalf of all its customers as part of its standard  service. No tools are needed by the customer. Customer data, up to the last committed transaction, is replicated  to disk in near‐real time at the designated disaster recovery data center, backed up at the primary data center,  and then cloned at an archive data center. Backups are performed daily at each data center facility without  stopping access to the application. Backup cloning is transmitted over an encrypted network (our MPLS network  across all data centers). Tapes never leave Salesforce’s secure data center facilities, unless they are to be retired  and destroyed through a secure destruction process.    The backup retention policy is 90 days (30 days for sandboxes). Deleted / modified data cannot be recovered  after 90 days (30 days for sandboxes). Salesforce also provides multiple ways for customers to obtain periodic  backups of its data. They offer a weekly export service (WES) for those customers requiring a local backup copy  of their data or a data set for import into other applications (such as an ERP system).    Page 25 of 67 12/3/2014 11:41 AM

p. 27

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Direct Export ‐ Data can be exported directly into csv (comma separated values) file, or Excel files with a button  click. This can be done from either a standard or custom list view, or from a report. This is the most common  method utilized by end users.  Excel Connector ‐ Salesforce provides an Excel Connector to push and pull data from Excel to Salesforce and vice  versa.  Salesforce API ‐ Data can be exported to and from the system though Salesforce’s API at any time or via a  number of built in features.  Salesforce Data Loader ‐ The Salesforce Apex Data Loader is a free tool which is used specifically for  importing/updating/exporting data in Salesforce.  Partner Tools ‐ There are also many pre‐integrated partner tools, some of which the customer may already own  that may be leveraged. Examples include: Informatica, Pervasive, CastIron, Boomi, etc.    Disaster Recovery (DR)    Salesforce supports disaster recovery with a 4 hour recovery point objective (RPO) and 12 hour recovery time  objective (RTO).    

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p. 28

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit B – Payment and Invoicing

1. Payment/Invoicing: a. Payment for License(s) and Support Maintenance for this SaaS Subscription will be made annually in advance upon receipt of a correct invoice. It shall be the Department of Technology’s sole determination as to whether subscription services invoices are acceptable and approved for payment.

b. Upon successful completion of each WA, the Contractor will submit an invoice for payment associated with the payment amounts.

c.

The invoice shall include booking confirmation of the Department of Technology order including but not limited to, the product name, code (if applicable), and term date and shall reference the Agency Order Number PO# XXXX in TRIPLICATE.

d. The invoice must be submitted using only one of the following options: 1) Send via U.S. mail in TRIPLICATE to: California Department of Technology Administration Division – Accounting Office P. O. Box 1810 Rancho Cordova, CA 95741 OR 2) Submit electronically at: [email protected]

e. Payment will be made in accordance with, and within the time specified, in Government Code Chapter 4.5 commencing with Section 927.

2. Budget Contingency Clause: a. This Agreement is valid and enforceable only if: (1) sufficient funds are made available by the State Budget Act of the appropriate State Fiscal Year(s) covered by this Agreement for the purposes of this program; and (2) sufficient funds are made available to the State by the United States Government for the Fiscal Year(s) covered by this Agreement for the purposes of this program. In addition, this Agreement is subject to any additional restrictions, limitations, or conditions enacted by the Congress and Legislature or any statute enacted by the Congress and Legislature which may affect the provisions, terms, or funding of this Agreement in any manner.

b. It is mutually agreed that if the Congress and Legislature does not appropriate sufficient funds for the program, this Agreement shall be amended to reflect any reduction in funds.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit C – Cost Worksheet

PLACEHOLDER –

FOR STATE USE ONLY:

<<>>

Attachments related to Exhibit C are as follows: a. Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Products & Support) Offerings provides a description of each SaaS Product & Support Category available under this Agreement. b. Exhibit C – Attachment 2 – Salesforce Support Plans provides features available under each support plan. c. Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans provides a comparison between the Premier Success and the Premier+ Success Plans.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Product &Support) Offerings

Government Cloud The Salesforce Government Cloud is a partitioned instance of Salesforce’s multi‐tenant public cloud  infrastructure.  The Salesforce Government Cloud information system and authorization boundary, is  comprised of the Salesforce1 Platform*, Salesforce Applications (Sales Cloud, Service Cloud, Chatter), and the  backend infrastructure (servers, network devices, databases, storage arrays) that support the operations of  these products, referred to as the General Support System (GSS).    The Salesforce Government Cloud requires the purchase of the Government Cloud Premier + Success Plan.

Sales Cloud  Sales Cloud is a customer relationship management and sales force automation Software as a Service (SaaS)  solution. Sales Cloud helps organizations manage their accounts, contacts, and business opportunities while  collaborating instantly from anywhere on any device. Customer Relationship Management (CRM) software  solutions allow you to manage the relationships you have with your customers.         Sales Cloud solution features can be accessed by clicking on the links below:  http://www.salesforce.com/sales‐cloud/features/    http://www.salesforce.com/sales‐cloud/resources/  An overview of Sales Cloud covers key features and benefits can be accessed by clicking on the following link:  https://secure2.sfdcstatic.com/assets/pdf/datasheets/DS_SalesCloud.pdf Sales Cloud is currently offered in six different editions listed below. The Salesforce edition determines which  features and functionality are accessible to users. Sales Cloud editions can be compared by clicking on the  following link:   http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_SalesCloud_EdCompare.pdf   Sales Cloud Group Edition Sales Cloud Professional Edition Sales Cloud Enterprise Edition Sales Cloud Unlimited Edition Sales Cloud Contact Manager Edition Sales Cloud Performance Edition * * The Sales Cloud Performance Edition is a bundled package with Service Cloud (see the Service Cloud  description below).  Salesforce Performance Edition combines Sales Cloud, Service Cloud and 

Salesforce Platform together with Data.com, Work.com, Identity, Live Agent, Knowledge and  additional sandbox functionality in a single solution.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Service Cloud Salesforce Service Cloud is a customer service and case management Software as a Service (SaaS) solution for  engagement centers. Service Cloud provides a 360‐degree view of your customer.   With the Salesforce Service Cloud, service and support personnel can achieve more 1st call resolutions, better  maintain SLAs and increase customer satisfaction ratings at a fraction of the cost. Organizations can collect  customer support requests from all channels, automate routine processes, and open up knowledge base and  FAQ’s help via their Web site. Salesforce’s analytics engine can also deliver key performance metrics tailored to  organizations fast, without the need for code or IT resources.   The Service Cloud solution features can be accessed by clicking on the links below: http://www.salesforce.com/service‐cloud/features/  http://www.salesforce.com/service‐cloud/resources/ An overview of Service Cloud covers key features and benefits can be accessed by clicking on the following link:     https://secure2.sfdcstatic.com/assets/pdf/datasheets/DS_ServiceCloud.pdf Service Cloud is currently offered in four different editions listed below. The Salesforce edition determines  which features and functionality are accessible to users. Service Cloud editions can be compared by clicking on  the following link:   http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_ServiceCloud_EdCompare.pdf    What is Service Cloud Professional Edition What is Service Cloud Enterprise Edition What is Service Cloud Unlimited Edition What is Sales Cloud Performance Edition * * The Service Cloud Performance Edition is a bundled package with Sales Cloud 

Knowledge Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as  articles, and quickly find and view the articles they need. The knowledgebase can be used as an internal‐facing  resource or as an external knowledgebase for customers and partners through the Salesforce portal options.   Additionally, the knowledgebase can be exposed as "public" as part of a customer’s own web site.   Knowledge is fully integrated into other Salesforce CRM functionality such as the ability to search for  Knowledge articles directly from a case record.  Other integration examples include the ability to crowd‐source  knowledge from agents and customers through Salesforce products such as Ideas, Answers, and Salesforce for  Twitter.  Because Salesforce CRM is a cloud‐based application its powerful knowledge management tools are  easy to access anytime, from anywhere, and does not require any server infrastructure on the part of the  customer. Page 32 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

An overview of Salesforce Knowledge key features and benefits can be accessed by clicking on the following  link:  http://www.sfdcstatic.com/assets/pdf/datasheets/Salesforce_Knowledge_Datasheet.pdf Knowledge is currently offered in five different editions listed below. The Salesforce edition determines which  features and functionality are accessible to users. Salesforce Knowledge is bundled with Service Cloud  Knowledge Pack editions.   What is Service Cloud Knowledge Pack Performance Edition What is Service Cloud Knowledge Pack Enterprise Edition What is Service Cloud Knowledge Pack Unlimited Edition What is Knowledge Only Enterprise Edition What is Knowledge Only Unlimited Edition

Force.com Force.com is a solution of point‐and‐click app development tools that make creating custom apps lightning  fast. Force.com enables government agencies to build, integrate, and deploy any type of government app, for  any need, from personal productivity apps—email, calendar, and spreadsheets—to full‐blown enterprise apps  for policy & program, project management, customer service, budget & finance, and much more. Force.com  and its supporting ecosystem allow organizations to integrate to almost anything and to adapt their solution to  precisely fit the needs of their organization – all while meeting government’s high priority security  requirements.  Force.com delivers powerful services like point and click development, business logic, mobile  SDK, file storage, analytics, multi‐language development, social collaboration, and cloud identity solutions. It  includes services like UI components, flexible page layouts for mobile, and custom actions. Force.com is  designed to let both developers and non‐developers build mobile and desktop apps. With declarative tools,  any business stakeholder can build a new app with just clicks.  Force.com solution features can be accessed by clicking on the links below: http://www.salesforce.com/platform/solutions/employee‐apps/  http://www.salesforce.com/platform/resources/ Force.com is currently offered in multiple editions listed below. The Salesforce edition determines which  features and functionality are accessible to users. Customers choose an org edition for all users and then  choose a user subscription type for each user. Each org edition comes with certain features and capacity. Each  user subscription also has per user features and limits.  Force.com editions are compared in the data sheet  available online at:  http://www.sfdcstatic.com/assets/pdf/misc/DS_Force_Pricing_Comparison.pdf?d=70130000000lzSrAAI   Force.com EE Force.com UE Force.com PXE Force.com App Bundle PXE Force.com App Bundle UE Page 33 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Force.com Admin PXE Force.com Performance Force.com Performance (Admin) Force.com (1 Enterprise Application) Enterprise Edition Force.com (1 Enterprise Application) Unlimited Edition Force.com (1 Light Application) Enterprise Edition Force.com (Administrator) User Subscription Enterprise Edition Force.com (Administrator) User Subscription Unlimited Edition  

Remedyforce Remedyforce helps you streamline IT assistance and deliver it through a cloud‐based, social platform. Built on  Force.com, Remedyforce service management Software as a Service (SaaS) solution enables any customer to  receive maximum value through an entirely automation based IT solution, simplified configuration tools, a  social based collaboration system, and simplified deployment in Salesforce’s secure, reliable and scalable cloud  architecture. Remedyforce transforms any service desk, help desk or service management team from reactive  service providers to a proactive, strategic business enabler. Manage costs and service better and achieve rapid  implementations leveraging a powerful platform.  BMC Remedyforce automates your complete IT support  process—from incident to analysis to change to release—enabling your staff to maximize service availability  and customer satisfaction.  Remedyforce solution features can be accessed by clicking on the link below: http://www.salesforce.com/remedyforce/features/ The BMC website: http://www.bmc.com/it‐solutions/remedyforce.html  http://www.bmc.com/it‐solutions/remedyforce‐resources.html An overview of Remedyforce key features and benefits can be accessed by clicking on the following link:  http://documents.bmc.com/products/documents/05/36/450536/450536.pdf 

Community Cloud Community Cloud is an online collaboration and business process platform that connects employees,  customers, partners, suppliers, and distributors. Organizations can create fully branded public or private  communities that connect members directly with one another — and with relevant content, data, and  business processes. Community Cloud is the only community platform that combines the power of social with  mobile participation, trusted security, fast deployment, and a direct connection to business processes.     Community Cloud was built to allow customers to interact with government, share experiences with other  customers and find the information they need from mobile devices.  Community Cloud goes beyond portals by 

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

adding social collaboration, extensive branding, customization, and mobile access, while retaining enterprise  security and tight integration with business processes.  Salesforce provides three types of communities that can be used for a broad variety of purposes from  customer service to marketing or engagement of resellers, suppliers, agencies, and partners. Customer Communities deliver rich collaboration, mobile access, and consistent branding for even the largest  groups. For example, a service community enables customers to answer questions for other customers, quickly  find the information they need, or work with service reps to resolve issues — decreasing time to resolution  while increasing engagement and loyalty. Partner Communities provide even greater ties to business processes along with the added power of role‐ based security to segment the data that’s been shared with different members. For example, partner  communities enable organizations to manage reseller relationships by keeping some lead and funding  information private, but enabling collaborative selling between partners, leading to more engaged partners  and increased deal flow. You can connect, share, update, and synchronize accounts, contacts, activities, cases,  and custom objects with your government partners instantly. Great for agency, vendor, and extended team  effectiveness. Employee Communities deliver on the promise of doing business from anywhere and any device. An Employee  Community is a social intranet that helps organization transform culture, tear down walls, and be more  productive by allowing employees to collaborate across on any device, contribute knowledge, use apps, and  engage fellow employees. Employees can collaborate, share files, get information that is most relevant to  them, and is connected to business process for improved productivity.  Community Cloud solution features can be accessed by clicking on the link below: http://www.salesforce.com/communities/features/  http://www.salesforce.com/communities/resources/    An overview of Community Cloud covers key features and benefits can be accessed by clicking on the following  link:  http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_Communities.pdf?d=70130000000lzSBAAY Community Cloud is currently offered as total authenticated logins per month or by total number of members  as detailed in Exhibit C – Cost Worksheet. Community Cloud offers both membership‐based and login‐based  pricing models that determine cost based on community size. Simplified pricing enables customers to purchase  blocks of users measured on a member or login basis. Each community is purchased separately. A user license  determines the baseline of features that the user can access. Every user must have exactly one user license.  Community Cloud user licenses and features comparison can be accessed by clicking on the link below:  https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

User limits depend on the type of community. To avoid deployment problems and any degradation in service  quality, it is recommended that the number of users in your community not exceed the limits listed below. If  you require additional users beyond these limits, contact your Salesforce account executive. Exceeding these  limits may result in additional charges and a decrease in functionality. 

Type of Community

Number of Users

Partner or Customer Community Plus

300,000

Customer

7 million

Sandbox  Sandboxes give customers the ability to create multiple copies of their organization in separate environments  for a variety of purposes, such as development, testing, and training, without compromising the data and  applications in their Salesforce production organization. Sandboxes are isolated from the customer’s  Salesforce production organization, so operations that are performed in their sandboxes don’t affect the  Salesforce production organization, and vice versa. Sandboxes are nearly identical to a Salesforce production  organization. For a list of differences and additional information regarding sandboxes, click on the link below:    Sandbox Setup Tips and Considerations    Salesforce offers four different Sandbox types:  Developer Sandbox ‐ Developer sandboxes are intended for coding and testing. These environments include a  copy of your production organization’s metadata, or Setup data.  Developer Pro Sandbox ‐ Developer Pro sandboxes are intended for coding and testing. These environments  include a copy of your production organization’s metadata, or Setup data. They have a larger storage limit than  Developer sandboxes have, which allows for more robust test data sets and enables this environment to  handle more development and quality assurance tasks.  Partial Copy Sandbox ‐ Partial Copy sandboxes are intended to be used as testing environments. These  environments can be used for quality assurance tasks such as user acceptance testing, integration testing, and  training. These environments include a copy of your production organization’s metadata, or Setup data, and a  subset of your production data as defined by a sandbox template.  Full Sandbox ‐ Full sandboxes are intended to be used as testing environments. These environments are the  only ones that can support full performance testing, load testing, and staging in addition to the tasks that you  use other sandboxes for. These environments are a replica of your production organization, including all  data—for example, object records and attachments—and metadata.  For details about the differences between Sandbox environments, click on the following link:      Understanding Sandbox Environment Types 

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Customers can purchase licenses for each sandbox type, and can purchase multiple licenses of each type.  Sandbox licenses are hierarchical. The following table shows the type of sandbox you can create with each  license: 

Full Sandbox license

Partial Copy Sandbox

Developer ProSandbox license

Developer Sandbox license

Allows you to create:

Developer sandbox type

Developer Pro sandbox type

Partial Copy sandbox type

Full sandbox type

Developer Sandbox comes with the purchase of any Salesforce Edition (e.g., Sales Cloud Enterprise Edition).

Chatter Plus Salesforce Chatter is built into every Salesforce application and provides real‐time internal and external social  collaboration including profiles, feeds and groups and eliminates the multi‐threaded nature of email. With  Salesforce Chatter, customers and their co‐workers will easily be able to collaborate at work and in the  organization with real‐time feeds and updates on people, groups, documents, and other application data.  Chatter is currently offered in three different editions: Chatter Free, Chatter Plus, and Chatter in the Sales  Cloud, Service Cloud, and Force.com. Chatter editions can be compared by clicking on the data sheet link  below:  

  http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_Chatter.pdf   Additional API Calls  Salesforce is built upon an open standards based services oriented architecture ‐ including SOAP, WSDL, and  WS‐I Basic Profile.  These services provide the complete set of operations necessary to complete integration  projects. All standard and custom data is available from the Force.com API. The APIs are provided with  Force.com to build integration interfaces with third party applications or by Salesforce integration partners to  use in their connectors. Any 3rd party application that accesses the customer’s Salesforce instance via the  APIs, will be subject to the same security protections that are used in your Salesforce user interface. 

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

A connected app integrates an application with Salesforce using APIs. Connected apps use standard SAML and  OAuth protocols to authenticate, provide Single Sign‐On, and provide tokens for use with Salesforce APIs. In  addition to standard OAuth capabilities, connected apps allow administrators to set various security policies  and have explicit control over who may use the corresponding applications. API calls represent specific operations that the customer’s client applications can invoke at runtime to perform  tasks, for example: ●  Query data in your organization  ●  Add, update, and delete data  ●  Obtain metadata about your data  ●  Run utilities to perform administration tasks  API Usage Limits are described here and are by Salesforce Edition:  https://help.salesforce.com/HTViewHelpDoc?id=integrate_api_rate_limiting.htm&language=en_US  The table provided in the above link lists the limits for the total API requests (calls) per 24‐hour period for an  organization. Limits are enforced against the aggregate of all API calls made by the organization in a 24 hour  period; limits are not on a per‐user basis. When an organization exceeds a limit, all users in the organization  may be temporarily blocked from making additional calls. Calls will be blocked until usage for the preceding 24  hours drops below the limit. The calculation of the API request limit based on user licenses is designed to allow sufficient capacity for the  customer’s organization based on their number of users. If the customer needs a higher limit and they don't  want to purchase additional user licenses or upgrade to Performance Edition, they can purchase additional API  calls. Before a customer purchases additional API calls, a due diligence of their current API usage should be  performed. Client applications, whether it is the customer’s own enterprise applications or partner  applications, that make calls to the API can often be optimized to use fewer API calls to do the same work. If  the customer is using a partner product, they should consult with the vendor to verify that the product is  making optimal use of the API. A product that makes inefficient use of the API will incur unnecessary cost for  the customer’s organization. 

Storage  Salesforce provides storage capabilities. Storage is divided into two categories: file storage and data storage.  File storage includes files in attachments, the Documents tab, the Files tab, the File field, Salesforce CRM  Content, Chatter (including user photos), and Site.com assets. Data storage includes the following  entities/records stored within the Salesforce application:  ●Accounts  ●Article types   ●Article type translations  ●Campaigns  ●Campaign Members  Page 38 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

●Cases  ●Case Teams  ●Contacts  ●Contracts  ●Custom objects  ●Email messages  ●Events  ●Forecast items  ●Google docs  ●Ideas  ●Leads  ●Notes  ●Opportunities  ●Opportunity Splits  ●Orders  ●Quotes  ●Quote Template Rich Text Data  ●Solutions  ●Tags: Tag applications  ●Tags: Unique tags  ●Tasks    Limits for storage allocation are per Salesforce edition and number of users in your organization as outlined  online at:   https://help.salesforce.com/HTViewHelpDoc?id=limits_storage_allocation.htm&language=en_US     For file storage, Contact Manager, Group, Professional, Enterprise, Performance, and Unlimited Editions are  allocated a per‐user limit multiplied by the number of users in the organization plus an additional per‐ organization allocation. For example, an Enterprise Edition organization with 600 users receives 1,211 GB of  file storage, or 2 GB per user multiplied by 600 users plus an additional 11 GB. A Professional Edition  organization with 600 users receives about 370 GB of file storage, or 612 MB per user multiplied by 600 users  plus an additional 11 GB.    For data storage, Contact Manager, Group, Professional, Enterprise, Performance, and Unlimited Editions are  allocated either 1 GB or a per‐user limit, whichever is greater. For example, a Professional Edition organization  with 10 users receives 1 GB because 10 users multiplied by 20 MB per user is 200 MB, which is less than the 1  GB minimum. A Professional Edition organization with 100 users receives more than the 1 GB minimum  because 100 users multiplied by 20 MB per user is 2,000 MB.   

File storage and data storage are calculated asynchronously, so the organization’s storage usage isn’t  updated immediately if the customer imports or adds a large number of records or files. Organizations that reach 95% of their capacity will receive warning emails that are typically delivered  on Sunday. Those that reach 105% capacity will receive a daily email notice, and they won't be able to  create new records in their organization until their storage usage lowers. Page 39 of 67

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Live Agent Salesforce Live Agent lets service organizations connect with customers or website visitors in real time,  through a web‐based, text‐only live chat. The Live Agent tab displays a homepage that lets the customer  quickly review recent chat transcripts and visitor records, and launch the Live Agent console. The Live Agent  console is a dedicated console used by customer service agents to manage Live Agent chats. Agents can  answer chat requests, conduct live chats, and interact with Salesforce records and Salesforce Knowledge  articles. The Knowledge Articles allow agents to select responses to help provide pre‐set responses.  Also, the  Salesforce Live Agent can collect valuable pre‐chat visitor information with sessioned or authenticated data  and pre‐chat forms ‐ saving time in identifying customers and accelerating issue resolution.

Mobile  Salesforce delivers mobile apps through our Salesforce1 Platform. The app is available on iOS (Apple AppStore)  and Android (Google Play). The Salesforce1 app is a Hybrid app (Native/HTML5). It uses a combination of local  software rendered via the Embedded Browser application on the smartphone devices. Salesforce1 requires  browser caching (per iOS ‐ do not operate in Private Browsing mode) and cookies to be enabled for it to  function/authenticate. Salesforce1 is also available as a 100% browser based app as well. Users will also be  able to access the Salesforce1 Mobile App from any mobile browser, including Blackberry Z10 mobile browser,  Good Access Secure mobile browser and Windows 8 browser. In addition, the Salesforce1 Mobile App now  delivers notifications on Samsung wearables.     Salesforce1 Mobile App Built for BYOD and Global Deployments.  With Salesforce1 supports all devices and browsers around the globe, all while meeting compliance  requirements.     Mobile Field Workers.  The organization’s mobile field workers would be able to access their Salesforce environment to update  service requests and manage assignments from the field via the Salesforce1 Mobile App.  The Salesforce1  Mobile App is built on the Salesforce1 Platform and provides mobile field workers with a completely unified  mobile experience across a variety of mobile devices, including iOS and Android smartphones and tablets.  Virtually all functions in the application proper can be accessed through the Salesforce1 mobile app.  The  mobile app also allows users to logout when they have completed their tasks, and another user could login  using their credentials, enabling multiple field workers to access the environment from one device.    An organization’s customers would be able to access information, such as knowledge articles, service request  status, reported issues as well as report new issues and create service requests via a mobile device.  The self‐ service, or community interface leverages HTML5 and therefore is accessible via the browser on a mobile  device and re‐factors to run optimally on the mobile device.  Therefore, the functionality that a user has access  to via the self‐service application, including searching the knowledge base, creating, updating and viewing  service requests, are available from a mobile device.  Additionally, users can receive email on their mobile  device, and with setup workflow rules, users can receive alerts when there are changes in the status of a  service request. If an organization desires a more customized mobile application, the Salesforce Mobile SDK  2.0 is an open‐source suite of familiar technologies that will allow an organization to build HTML5, native and  hybrid mobile apps that connect to the Salesforce1 Platform. Using the SDK, an organization can develop  cross‐platform HTML5 web apps, native iOS apps using Objective‐C, or Android apps written with Java. The  organization can also create HTML5‐based hybrid apps using the SDK’s Mobile container, a wrapper based on  Apache Cordova (PhoneGap) that enables HTML5‐based applications to leverage device features like the  camera and microphone. Additionally, the SDK provides libraries for key enterprise requirements, such as  authentication and secure offline storage, effectively providing an enterprise‐ready mobile application  Page 40 of 67 12/3/2014 11:41 AM

p. 42

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

container.                                  Salesforce1 Mobile solution features are available by clicking on the link below:   http://www.salesforce.com/mobile/overview/    Salesforce1 Platform Mobile services features are available by clicking on the link below:  http://www.salesforce.com/platform/mobile/    Salesforce Mobile is included with the purchase of Salesforce Unlimited or Performance editions. 

Marketing Cloud  Salesforce Marketing Cloud is a unified marketing platform that integrates with Salesforce CRM that allows  organizations looking to listen, engage, gain insight, publish, advertise, and measure their social marketing  programs.    Marketing Cloud solution features can be accessed by clicking on the following links:  http://www.salesforce.com/marketing‐cloud/features/    http://www.salesforce.com/marketing‐cloud/resources/    Marketing Cloud Package Basic  Marketing Cloud Package Pro  Marketing Cloud Package Corporate  Marketing Cloud Package Enterprise  Marketing Cloud Package Performance  Radian6 Basic  Radian6 Pro  Radian6 Corporate  Radian6 Enterprise    Marketing Cloud is currently offered in multiple editions:  Basic, Professional, Corporate, Enterprise, and  Performance. The Salesforce edition determines which features and functionality are accessible to users.  Marketing Cloud editions can be compared online at: http://www.salesforce.com/marketing‐cloud/pricing/  On‐Site Training    A data sheet detailing more information regarding on‐site training and descriptions of the courses offered is  available online at:   http://www.sfdcstatic.com/assets/pdf/datasheets/DS_privateworkshop.pdf 

Identity Only Salesforce Identity is a federation hub that provides authentication and authorization services. These  capabilities enable both direct authentication by way of username and password and federated authentication  by way of the use of the Security Assertion Markup Language (SAML) and OpenID Connect standards. In both  cases, Salesforce Identity can also provide second‐factor authentication to increase identity assurance.  Salesforce Identity is designed to consume identity credentials from other authorities, via federation  standards, and then use those credentials to allow user access to both Salesforce and non‐Salesforce‐based  Page 41 of 67 12/3/2014 11:41 AM

p. 43

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

applications and data. These identity capabilities are consistent across every medium include web, mobile, and  API. Although Salesforce Identity is not an identity proofing or verification service, it can and does integrate with  partner and customer provided proofing and verification services. The orchestration of these services is  typically managed in a Salesforce Visual Flow either at the time of login or later in the user’s journey.  Customers often use such services to grant a person greater access to services over time. For example, an  unverified identity may only get basic access to a customer’s portal. That identity’s initial registration and login  might initiate a verification flow. Once the verification has been completed by a partner or customer service,  the identity is granted greater access in the portal. Identity Connect solution features and edition comparisons are detailed at the following website:  http://www.salesforce.com/platform/identity/ Identity Connect is available in Enterprise, Unlimited, and Performance. Identity Connect is included with the  purchase of Performance Edition.    Pardot  Pardot offers a software‐as‐a‐service marketing automation application that allows marketing and sales  departments to create, deploy, and manage online marketing campaigns that increase revenue and maximize  efficiency. Pardot features certified CRM integrations with Salesforce, NetSuite, Microsoft Dynamics CRM, and  SugarCRM, empowering marketers with lead nurturing, lead scoring, and ROI reporting to generate and qualify  sales leads, shorten sales cycles, and demonstrate marketing accountability.    Pardot features are detailed at the websites below:  http://www.salesforce.com/pardot/features/    http://www.salesforce.com/pardot/resources/    Pardot is currently offered in three editions listed below. The Salesforce edition determines which features and  functionality are accessible to users. Pardot editions are compared online at:   http://www.salesforce.com/pardot/pricing/    Pardot ‐ Standard (price is per org)  Pardot ‐ Pro (price is per org)  Pardot ‐ Ultimate (price is per org)    Data.com  Data.com unifies contact and account data, and keeps it fresh, clean, accurate, and always accessible in the  cloud. It provides the data foundation customers need to succeed as social enterprises, and delivers instant  insight right inside an organization’s Salesforce business processes, so they can efficiently target more‐ profitable opportunities and grow their business.     Data.com solution features are detailed at the following website:     http://www.salesforce.com/data/overview/    Data.com is available in multiple editions as listed below and are compared in the data sheet, Data.com Edition  Comparison, available online at:     Page 42 of 67 12/3/2014 11:41 AM

p. 44

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

http://www.sfdcstatic.com/assets/pdf/datasheets/DS_Datadotcom_ProductComparison.pdf    Data.com Corporate Clean  Data.com Corporate Prospector  Data.com Corporate Records Additional (price is each)  Data.com Premium Clean  Data.com Premium Prospector  Data.com Premium Records Additional (price is each)  Data.com Services ‐ QuickStart    Data.com is included with the purchase of Performance Edition.    Work.com  Work.com is a corporate performance management platform for sales representatives with a user interface  (UI) that resembles a social networking website. The platform targets employee engagement in three areas:  alignment of team and personal goals with business goals, motivation through public recognition and real‐time  performance feedback. Employees are encouraged to meet goals through a system that emphasizes  recognition and rewards. For example, an employee might be able to earn a badge that represents a specific  skill set or be awarded an award for going above and beyond a manager's expectations.  Employees also have  the option of requesting immediate feedback and providing immediate feedback to peers or managers when  requested.     Work.com is available in three editions and are compared as outlined below.    Work.com Motivate  Work.com Align  Work.com Perform    Work.com Motivate includes the following features:  ●Real‐time recognition & rewards  ●Chatter — company social network  ●Rich social collaboration  ●Customizable recognition badges  ●API access to all Work.com data  ●Single Sign on with Salesforce  ●Customizable reports & dashboards  ●Mobile access    Work.com Align includes the following features:  ●Includes all Motivate features  ●Align Company, Team, & Personal Goals  ●Coaching integrated to sales process  ●Compatible with OKR, SMART, etc  ●Goals linked to Salesforce data  ●1:1 coaching, feedback, & mentoring    Work.com Perform includes the following features:  ●Includes all Align features  Page 43 of 67 12/3/2014 11:41 AM

p. 45

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

●Easy Performance Summaries  ●HR Compliant Performance Summaries  ●Performance Calibration    Work.com editions are outlined at the following website:  http://www.salesforce.com/crm/work‐editions‐pricing/  Work.com is included with the purchase of Performance Edition.      Lightning Connect   Salesforce Lightning Connect delivers a component framework and a new set of tools for partners, developers,  and business analysts to make building apps, integrating data, and automating business processes lightning  fast.    Salesforce Lightning Connect links your back office to your front office ‐ so you can build apps for every  department ‐ and make your business more mobile, social, and agile. Connect and access data from external  sources with point and click simplicity. Incorporate data from legacy systems in real time in Salesforce  application objects. Dramatically reduce integration time to unlock and modernize back‐office systems.     Integration vendors, including Informatica, Jitterbit, MuleSoft, Progress Software, SnapLogic and SoftwareAG,  have built an extensive library of adaptors for Lightning Connect, making integration with Salesforce easy.    Lightning Connect solution features are detailed at the website below:  http://www.salesforce.com/platform/services/lightning/?d=70130000000lzYzAAI&internal=true

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit C – Attachment 2 – Salesforce Support Plans   Salesforce Support Plans  Salesforce has three plans that benefit customers of all sizes; Standard Success (included in the base  subscription service), Premier Success (additional cost), and Premier+ Success (additional cost).     Standard Success Plan  All Salesforce customers receive this plan to ensure their systems are supported. The Standard Success  Plan, included with each license, provides:    o  Online case submission  o  Unlimited use of Saleforce’s "Getting Started" online course catalog  o  Online assistance through knowledge articles and community resources  o  Phone support during local business hours  o  Standard 2‐business‐day query response    Premier Success Plan  The Premier Success Plan provides:     Faster response and resolution of issues quickly;    Comprehensive training;     End‐user training in a particular Salesforce product;    Education for customer Salesforce admins and developers; and    Access to Salesforce’s complete library of more than 100 online courses to build expertise in  Salesforce products, drive value, and maximize ROI.     Features include:  o  Unlimited access to Salesforce’s entire online course catalog  o  24x7 toll‐free phone support  o  Priority case queuing and routing  o  Quick 2‐hour response time  o  An assigned support account rep  o  Force.com code troubleshooting  o  Customizable end‐user course templates  o  Premier Success Review to measure usage and trends    Premier+ Success Plan  Add administration expertise with the Premier+ Success Plan.  It covers all of the customer’s bases:   support, training, and administration; and gives the customer all the benefits of Premier, including a  support rep assigned to the department.    Features include:  o  Priority case routing   o  2‐hour response time   o  24x7 phone support   o  unlimited usage of Salesforce’s entire online course library  

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

o  Plus access to the customer’s own team of expert Salesforce administrators allowing the  customer to focus on design and management while Salesforce supports the customer’s  configuration.    In addition to all the support and training benefits included in Premier Success Plans, with Premier+ the  customers also receive:  o  Access to Salesforce’s pool of Salesforce Certified Administrators who can configure and maintain  the customer’s Salesforce edition  o  Includes more than 100 administrative services  o  Premier Success Review to measure usage and trends    View more information on these options here:    http://www.salesforce.com/services‐training/customer‐support/#more    View a datasheet on these options here:   http://www.salesforce.com/assets/pdf/datasheets/DS_SuccessPlans.pdf Government Cloud Premier+ Success Plan The Salesforce Government Cloud requires the Government Cloud Premier+ Success Plan.  Support  cases submitted online will be automatically routed to a team of Qualified US Citizens.     Telephone support and support cased submitted via Chat are also available in English, 24X7.  However,  calls for support received via telephone will be initially responded to by individuals who may be located  outside the United States. These individuals will then route cases to a team of qualified US Citizens.     All other personnel, including Customer Success Managers, Success Account Managers, Customer  Success Technologists and any other personnel engaged in customer success roles and providing  customer success services (collectively referred to as "Success Representatives") may not be qualified US  Citizens and will not have access to Customer Data unless Customer provides such personnel a User ID  or otherwise enables the sharing of Customer Data with such personnel.    In addition to providing personnel controls for technical support, Government Cloud Premier+ Success  Plan includes success resources, online training and administration services to drive Salesforce adoption  and business productivity. For more information about the Premier + Success Plan, click on the link  below:    http://www.salesforce.com/assets/pdf/misc/salesforce_premierplans.pdf       

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans

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p. 49

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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p. 50

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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p. 51

State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit D – Special Terms and Conditions To Safeguard Federal Tax Information Federal statute, regulations and guidelines require that all contracts for services relating to the processing, storage, transmission, or reproduction of federal tax returns or return information, the programming, maintenance, repair, or testing of equipment or other property, or the providing of other services, for tax administration purposes include the provisions contained in this exhibit. (See 26 U.S.C. §6103(n); 26 C.F.R. §301.6103(n)-1(a)(2) and (d); Internal Revenue Service (IRS) Publication 1075, Tax Information Security Guidelines for Federal, State and Local Agencies (Rev. 8-2010), Section 5.5 and Exhibit 7.) The contractor agrees to comply with 26 U.S.C. §6103(n); 26 C.F.R. §301.6103(n)-1; IRS Publication 1075 (Rev. 8-2010); and all applicable conditions and restrictions as may be prescribed by the IRS by regulation, published rules or procedures, or written communication to the contractor. (See 26 C.F.R. §301.6103(n)-1(d); IRS Publication 1075 (Rev. 8-2010).) I. PERFORMANCE In performance of this contract, the contractor agrees to comply with and assume responsibility for compliance by his or her employees with the following requirements: (1) All work will be done under the supervision of the contractor or the contractor's employees. (2) Any return or return information made available in any format shall be used only for the purpose of carrying out the provisions of this contract. Information contained in such material will be treated as confidential and will not be divulged or made known in any manner to any person except as may be necessary in the performance of this contract. Disclosure to anyone other than an officer or employee of the contractor will be prohibited. (3) All returns and return information will be accounted for upon receipt and properly stored before, during, and after processing. In addition, all related output will be given the same level of protection as required for the source material. (4) The contractor certifies that the data processed during the performance of this contract will be completely purged from all data storage components of his or her computer facility, and no output will be retained by the contractor at the time the work is completed. If immediate purging of all data storage components is not possible, the contractor certifies that any IRS data remaining in any storage component will be safeguarded to prevent unauthorized disclosures. (5) Any spoilage or any intermediate hard copy printout that may result during the processing of IRS data will be given to the agency or his or her designee. When this is not possible, the contractor will be responsible for the destruction of the spoilage or any intermediate hard copy printouts, and will provide the agency or his or her designee with a statement containing the date of destruction, description of material destroyed, and the method used. (6) All computer systems receiving, processing, storing, or transmitting Federal tax information must meet the requirements defined in IRS Publication 1075. To meet functional and assurance requirements, the security features of the environment must provide for the managerial, operational, and technical controls. All security features must be available and activated to protect against unauthorized use of and access to Federal tax information. (7) No work involving Federal tax information furnished under this contract will be subcontracted without prior written approval of the IRS.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

(8) The contractor will maintain a list of employees authorized access. Such list will be provided to the agency and, upon request, to the IRS reviewing office. (9) The agency will have the right to void the contract if the contractor fails to provide the described above.

safeguards

II. CRIMINAL/CIVIL SANCTIONS (1) Each officer or employee of any person to whom returns or return information is or may be disclosed will be notified in writing by such person that returns or return information disclosed to such officer or employee can be used only for a purpose and to the extent authorized herein, and that further disclosure of any such returns or return information for a purpose or to an extent unauthorized herein constitutes a felony punishable upon conviction by a fine of as much as $5,000 or imprisonment for as long as 5 years, or both, together with the costs of prosecution. Such person shall also notify each such officer and employee that any such unauthorized further disclosure of returns or return information may also result in an award of civil damages against the officer or employee in an amount not less than $1,000 with respect to each instance of unauthorized disclosure. These penalties are prescribed by IRC sections 7213 and 7431 and set forth at 26 CFR 301.6103(n)-1. (2) Each officer or employee of any person to whom returns or return information is or may be disclosed shall be notified in writing by such person that any return or return information made available in any format shall be used only for the purpose of carrying out the provisions of this contract. Information contained in such material shall be treated as confidential and shall not be divulged or made known in any manner to any person except as may be necessary in the performance of the contract. Inspection by or disclosure to anyone without an official need to know constitutes a criminal misdemeanor punishable upon conviction by a fine of as much as $1,000 or imprisonment for as long as 1 year, or both, together with the costs of prosecution. Such person shall also notify each such officer and employee that any such unauthorized inspection or disclosure of returns or return information may also result in an award of civil damages against the officer or employee [United States for Federal employees] in an amount equal to the sum of the greater of $1,000 for each act of unauthorized inspection or disclosure with respect to which such defendant is found liable or the sum of the actual damages sustained by the plaintiff as a result of such unauthorized inspection or disclosure plus in the case of a willful inspection or disclosure which is the result of gross negligence, punitive damages, plus the costs of the action. These penalties are prescribed by IRC section 7213A and 7431. (3) Additionally, it is incumbent upon the contractor to inform its officers and employees of the penalties for improper disclosure imposed by the Privacy Act of 1974, 5 U.S.C. 552a. Specifically, 5 U.S.C. 552a(i)(1), which is made applicable to contractors by 5 U.S.C. 552a(m)(1), provides that any officer or employee of a contractor, who by virtue of his/her employment or official position, has possession of or access to agency records which contain individually identifiable information, the disclosure of which is prohibited by the Privacy Act or regulations established thereunder, and who knowing that disclosure of the specific material is prohibited, willfully discloses the material in any manner to any person or agency not entitled to receive it, shall be guilty of a misdemeanor and fined not more than $5,000. (4) Granting a contractor access to FTI must be preceded by certifying that each individual understands the agency’s security policy and procedures for safeguarding IRS information. Contractors must maintain their authorization to access FTI through annual recertification. The initial certification and recertification must be documented and placed in the agency's files for review. As part of the certification and at least annually afterwards, contractors should be advised of the provisions of IRC Sections 7431, 7213, and 7213A (see Exhibit 6, IRC Sec. 7431 Civil Damages for Unauthorized Disclosure of Returns and Return Information and Exhibit 5, IRC Sec. 7213 Unauthorized Disclosure of Information). The training provided before the initial certification and annually thereafter must also cover the incident response policy and procedure for reporting unauthorized disclosures and data

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

breaches. (See Section 10) For both the initial certification and the annual certification, the contractor should sign, either with ink or electronic signature, a confidentiality statement certifying their understanding of the security requirements.1 III. INSPECTION The IRS and the Agency shall have the right to send its officers and employees into the offices and plants of the contractor for inspection of the facilities and operations provided for the performance of any work under this contract. On the basis of such inspection, specific measures may be required in cases where the contractor is found to be noncompliant with contract safeguards. REFERENCES

26 U.S.C. §6103(n) Pursuant to regulations prescribed by the Secretary, returns and return information may be disclosed to any person, including any person described in section 7513 (a), to the extent necessary in connection with the processing, storage, transmission, and reproduction of such returns and return information, the programming, maintenance, repair, testing, and procurement of equipment, and the providing of other services, for purposes of tax administration. 26 C.F.R. §301.6103(n)-1 Disclosure of returns and return information in connection with procurement of property and services for tax administration purposes. (a) General rule. Pursuant to the provisions of section 6103(n) of the Internal Revenue Code and subject to the requirements of paragraphs (b), (c), and (d) of this section, officers or employees of the Treasury Department, a State tax agency, the Social Security Administration, or the Department of Justice, are authorized to disclose returns and return information (as defined in section 6103(b)) to any person (including, in the case of the Treasury Department, any person described in section 7513(a)), or to an officer or employee of such person, to the extent necessary in connection with contractual procurement of— (1) Equipment or other property, or (2) Services relating to the processing, storage, transmission, or reproduction of such returns or return information, the programming, maintenance, repair, or testing of equipment or other property, or the providing of other services, for purposes of tax administration (as defined in section 6103(b)(4)). No person, or officer or employee of such person, to whom a return or return information is disclosed by an officer or employee of the Treasury Department, the State tax agency, the Social Security Administration, or the Department of Justice, under the authority of this paragraph shall in turn disclose such return or return information for any purpose other than as described in this paragraph, and no such further disclosure for any such described purpose shall be made by such person, officer, or employee to anyone, other than another officer or employee of such person whose duties or responsibilities require such disclosure for a purpose described in this paragraph, without written approval by the Internal Revenue Service. (b) Limitations. For purposes of paragraph (a) of this section, disclosure of returns or return information in connection with contractual procurement of property or services described in such paragraph will be treated as necessary only if such procurement or the performance of such services cannot otherwise be reasonably, properly, or economically carried out or performed without such disclosure.

1

A 30 minute disclosure awareness training video produced by the IRS can be found at http://www.irsvideos.gov/Governments/Safeguards/DisclosureAwarenessTrainingPub4711

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Thus, for example, disclosures of returns or return information to employees of a contractor for purposes of programming, maintaining, repairing, or testing computer equipment used by the Internal Revenue Service or a State tax agency should be made only if such services cannot be reasonably, properly, or economically performed by use of information or other data in a form which does not identify a particular taxpayer. If, however, disclosure of returns or return information is in fact necessary in order for such employees to reasonably, properly, or economically perform the computer related services, such disclosures should be restricted to returns or return information selected or appearing at random. Further, for purposes of paragraph (a), disclosure of returns or return information in connection with the contractual procurement of property or services described in such paragraph should be made only to the extent necessary to reasonably, properly, or economically conduct such procurement activity. Thus, for example, if an activity described in paragraph (a) can be reasonably, properly, and economically conducted by disclosure of only parts or portions of a return or if deletion of taxpayer identity information (as defined in section 6103(b)(6) of the Code) reflected on a return would not seriously impair the ability of the contractor or his officers or employees to conduct the activity, then only such parts or portions of the return, or only the return with taxpayer identity information deleted, should be disclosed. (c) Notification requirements. Persons to whom returns or return information is or may be disclosed as authorized by paragraph (a) of this section shall provide written notice to their officers or employees— (1) That returns or return information disclosed to such officer or employee can be used only for a purpose and to the extent authorized by paragraph (a) of this section; (2) That further inspection of any returns or return information for a purpose or to an extent unauthorized by paragraph (a) of this section constitutes a misdemeanor, punishable upon conviction by a fine of as much as $1,000, or imprisonment for as long as 1 year, or both, together with costs of prosecution; (3) That further disclosure of any returns or return information for a purpose or to an extent unauthorized by paragraph (a) of this section constitutes a felony, punishable upon conviction by a fine of as much as $5,000, or imprisonment for as long as 5 years, or both, together with the costs of prosecution; (4) That any such unauthorized further inspection or disclosure of returns or return information may also result in an award of civil damages against any person who is not an officer or employee of the United States in an amount not less than $1,000 for each act of unauthorized inspection or disclosure or the sum of actual damages sustained by the plaintiff as a result of such unauthorized disclosure or inspection as well as an award of costs and reasonable attorneys fees; and (5) If such person is an officer or employee of the United States, a conviction for an offense referenced in paragraph (c)(2) or (c)(3) of this section shall result in dismissal from office or discharge from employment. (d) Safeguards. Any person to whom a return or return information is disclosed as authorized by paragraph (a) of this section shall comply with all applicable conditions and requirements which may be prescribed by the Internal Revenue Service for the purposes of protecting the confidentiality of returns and return information and preventing disclosures of returns or return information in a manner unauthorized by paragraph (a). The terms of any contract between the Treasury Department, a State tax agency, the Social Security Administration, or the Department of Justice, and a person pursuant to which a return or return information is or may be disclosed for a purpose described in paragraph (a) shall provide, or shall be amended to provide, that such person, and officers and employees of the person, shall comply with all such applicable conditions and restrictions as may be prescribed by the Service by regulation, published rules or procedures, or written communication to such person. If the Service determines that any person, or an officer or employee of any such person, to whom returns or return information has been disclosed as provided in paragraph (a) has failed to, or does not, satisfy

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

such prescribed conditions or requirements, the Service may take such actions as are deemed necessary to ensure that such conditions or requirements are or will be satisfied, including— (1) Suspension or termination of any duty or obligation arising under a contract with the Treasury Department referred to in this paragraph or suspension of disclosures by the Treasury Department otherwise authorized by paragraph (a) of this section, or (2) Suspension of further disclosures of returns or return information by the Service to the State tax agency, or to the Department of Justice, until the Service determines that such conditions and requirements have been or will be satisfied. (e) Definitions. For purposes of this section— (1) The term Treasury Department includes the Internal Revenue Service and the Office of the Chief Counsel for the Internal Revenue Service; (2) The term State tax agency means an agency, body, or commission described in section 6103(d) of the Code; and (3) The term Department of Justice includes offices of the United States Attorneys. IRS Publication 1075 (Rev. 8-2010) Section 5.5 Control over Processing Processing of FTI, in an electronic media format, including removable media, microfilms, photo impressions, or other formats (including tape reformatting or reproduction or conversion to punch cards, digital images or hard copy printout) will be performed pursuant to one of the following procedures: 5.5.1 Agency Owned and Operated Facility Processing under this method will take place in a manner that will protect the confidentiality of the information on the electronic media. All safeguards outlined in this publication also must be followed and will be subject to IRS safeguard reviews. 5.5.2 Contractor or Agency Shared Facility – Consolidated Data Centers Recipients of FTI are allowed to use a shared facility but only in a manner that does not allow access to FTI by employees, agents, representatives or contractors of other agencies using the shared facility. Note: For purposes of applying sections 6103(l), (m) and (n), the term “agent” includes contractors. Access restrictions pursuant to the IRC authority by which the FTI is received continue to apply. For example, since human services agencies administering benefit eligibility programs may not allow contractor access to any FTI received, their data within the consolidated data center may not be accessed by any contractor of the data center. The requirements in Exhibit 7, Contract Language for General Services, must be included in the contract in accordance with IRC Section 6103(n). The contractor or agency-shared computer facility is also subject to IRS safeguard reviews. Note: The above rules also apply to releasing electronic media to a private contractor or other agency office even if the purpose is merely to erase the old media for reuse. Agencies utilizing consolidated data centers must implement appropriate controls to ensure the protection of FTI, including a service level agreement (SLA) between the agency authorized to receive FTI and the consolidated data center. The SLA should cover the following:

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

1. The consolidated data center is considered to be a “contractor” of the agency receiving FTI. The agency receiving FTI – whether it is a state revenue, workforce, child support enforcement or human services agency – is responsible for ensuring the protection of all FTI received. However, as the “contractor” for the agency receiving FTI, the consolidated data center shares responsibility for safeguarding FTI as well. 2.Provide written notification to the consolidated data center management that they are bound by the provisions of Publication 1075, relative to protecting all federal tax information within their possession or control. The SLA should also include details concerning the consolidated data center’s responsibilities during a safeguard review and support required to resolve identified findings. 3.The agency will conduct an internal inspection of the consolidated data center every eighteen months (see section 6.3). Multiple agencies sharing a consolidated data center may partner together to conduct a single, comprehensive internal inspection. However, care should be taken to ensure agency representatives do not gain unauthorized access to other agency’s FTI during the internal inspection. 4.The employees from the consolidated data center with access to FTI, including system administrators and programmers, must receive disclosure awareness training prior to access to FTI and annually thereafter and sign a confidentiality statement. This provision also extends to any contractors hired by the consolidated data center that has access to FTI. 5.The specific data breach incident reporting procedures for all consolidated data center employees and contractors. The required disclosure awareness training must include a review of these procedures. 6. The Exhibit 7 language must be included in the contract between the recipient agency and the consolidated data center, including all contracts involving contractors hired by the consolidated data center. 7.Identify responsibilities for coordination of the 45-day notification of the use of contractors or sub-contractors with access to FTI. Note: Generally, consolidated data centers are either operated by a separate state agency (example: Department of Information Services) or by a private contractor. If an agency is considering transitioning to either a state owned or private vendor consolidated data center, the Office of Safeguards strongly suggests the agency submit a request for discussions with Safeguards as early as possible in the decision-making or implementation planning process. The purpose of these discussions is to ensure the agency remains in compliance with safeguarding requirements during the transition to the consolidated data center. 26 U.S.C. §7213. Unauthorized disclosure of information (a) Returns and return information (1) Federal employees and other persons It shall be unlawful for any officer or employee of the United States or any person described in section 6103(n) (or an officer or employee of any such person), or any former officer or employee, willfully to disclose to any person, except as authorized in this title, any return or return information (as defined in section 6103(b)). Any violation of this paragraph shall be a felony punishable upon conviction by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution, and if such offense is committed by any officer or employee of the United States, he shall, in addition to any other punishment, be dismissed from office or discharged from employment upon conviction for such offense. (2) State and other employees

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

It shall be unlawful for any person (not described in paragraph (1)) willfully to disclose to any person, except as authorized in this title, any return or return information (as defined in section 6103(b)) acquired by him or another person under subsection (d), (i)(3)(B)(i) or (7)(A)(ii), (l)(6), (7), (8), (9), (10), (12), (15), (16), (19), or (20) or (m)(2), (4), (5), (6), or (7) of section 6103. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (3) Other persons It shall be unlawful for any person to whom any return or return information (as defined in section 6103(b)) is disclosed in a manner unauthorized by this title thereafter willfully to print or publish in any manner not provided by law any such return or return information. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (4) Solicitation It shall be unlawful for any person willfully to offer any item of material value in exchange for any return or return information (as defined in section 6103(b)) and to receive as a result of such solicitation any such return or return information. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (5) Shareholders It shall be unlawful for any person to whom a return or return information (as defined in section 6103(b)) is disclosed pursuant to the provisions of section 6103(e)(1)(D)(iii) willfully to disclose such return or return information in any manner not provided by law. Any violation of this paragraph shall be a felony punishable by a fine in any amount not to exceed $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (b) Disclosure of operations of manufacturer or producer Any officer or employee of the United States who divulges or makes known in any manner whatever not provided by law to any person the operations, style of work, or apparatus of any manufacturer or producer visited by him in the discharge of his official duties shall be guilty of a misdemeanor and, upon conviction thereof, shall be fined not more than $1,000, or imprisoned not more than 1 year, or both, together with the costs of prosecution; and the offender shall be dismissed from office or discharged from employment. (c) Disclosures by certain delegates of Secretary All provisions of law relating to the disclosure of information, and all provisions of law relating to penalties for unauthorized disclosure of information, which are applicable in respect of any function under this title when performed by an officer or employee of the Treasury Department are likewise applicable in respect of such function when performed by any person who is a "delegate" within the meaning of section 7701(a)(12)(B). (d) Disclosure of software Any person who willfully divulges or makes known software (as defined in section 7612(d)(1)) to any person in violation of section 7612 shall be guilty of a felony and, upon conviction thereof, shall be fined not more than $5,000, or imprisoned not more than 5 years, or both, together with the costs of prosecution. (e) Cross references (1) Penalties for disclosure of information by preparers of returns For penalty for disclosure or use of information by preparers of returns, see section 7216. (2) Penalties for disclosure of confidential information

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

For penalties for disclosure of confidential information by any officer or employee of the United States or any department or agency thereof, see 18 U.S.C. 1905. 26 U.S.C. §7213A. Unauthorized inspection of returns or return information (a) Prohibitions (1) Federal employees and other persons It shall be unlawful for— (A) any officer or employee of the United States, or (B) any person described in subsection (l)(18) or (n) of section 6103 or an officer or employee of any such person, willfully to inspect, except as authorized in this title, any return or return information. (2) State and other employees It shall be unlawful for any person (not described in paragraph (1)) willfully to inspect, except as authorized in this title, any return or return information acquired by such person or another person under a provision of section 6103 referred to in section 7213 (a)(2) or under section 6104 (c). (b) Penalty (1) In general Any violation of subsection (a) shall be punishable upon conviction by a fine in any amount not exceeding $1,000, or imprisonment of not more than 1 year, or both, together with the costs of prosecution. (2) Federal officers or employees An officer or employee of the United States who is convicted of any violation of subsection (a) shall, in addition to any other punishment, be dismissed from office or discharged from employment. (c) Definitions For purposes of this section, the terms “inspect”, “return”, and “return information” have the respective meanings given such terms by section 6103 (b). 26 U.S.C. §7431. Civil damages for unauthorized inspection or disclosure of returns and return information (a) In general (1) Inspection or disclosure by employee of United States If any officer or employee of the United States knowingly, or by reason of negligence, inspects or discloses any return or return information with respect to a taxpayer in violation of any provision of section 6103, such taxpayer may bring a civil action for damages against the United States in a district court of the United States. (2) Inspection or disclosure by a person who is not an employee of United States If any person who is not an officer or employee of the United States knowingly, or by reason of negligence, inspects or discloses any return or return information with respect to a taxpayer in violation of any provision of section 6103, such taxpayer may bring a civil action for damages against such person in a district court of the United States. (b) Exceptions No liability shall arise under this section with respect to any inspection or disclosure -

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

(1) which results from a good faith, but erroneous, interpretation of section 6103, or (2) which is requested by the taxpayer. (c) Damages In any action brought under subsection (a), upon a finding of liability on the part of the defendant, the defendant shall be liable to the plaintiff in an amount equal to the sum of (1) the greater of (A) $1,000 for each act of unauthorized inspection or disclosure of a return or return information with respect to which such defendant is found liable, or (B) the sum of (i) the actual damages sustained by the plaintiff as a result of such unauthorized inspection or disclosure, plus (ii) in the case of a willful inspection or disclosure or an inspection or disclosure which is the result of gross negligence, punitive damages, plus (2) the costs of the action, plus (3) in the case of a plaintiff which is described in section 7430(c)(4)(A)(ii), reasonable attorney’s fees, except that if the defendant is the United States, reasonable attorneys fees may be awarded only if the plaintiff is the prevailing party (as determined under section 7430(c)(4)). (d) Period for bringing action Notwithstanding any other provision of law, an action to enforce any liability created under this section may be brought, without regard to the amount in controversy, at any time within 2 years after the date of discovery by the plaintiff of the unauthorized inspection or disclosure. (e) Notification of unlawful inspection and disclosure If any person is criminally charged by indictment or information with inspection or disclosure of a taxpayer's return or return information in violation of (1) paragraph (1) or (2) of section 7213(a), (2) section 7213A(a), or (3) subparagraph (B) of section 1030(a)(2) of title 18, United States Code, the Secretary shall notify such taxpayer as soon as practicable of such inspection or disclosure. (f) Definitions For purposes of this section, the terms "inspect", "inspection", "return", and "return information" have the respective meanings given such terms by section 6103(b). (g) Extension to information obtained under section 3406 For purposes of this section (1) any information obtained under section 3406 (including information with respect to any payee certification failure under subsection (d) thereof) shall be treated as return information, and (2) any inspection or use of such information other than for purposes of meeting any requirement under section 3406 or (subject to the safeguards set forth in section 6103) for purposes permitted under section 6103 shall be treated as a violation of section 6103. For purposes of subsection (b), the reference to section 6103 shall be treated as including a reference to section 3406. (h) Special rule for information obtained under section 6103(k)(9) For purposes of this section, any reference to section 6103 shall be treated as including a reference to section 6311(e).

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit E – General Provisions & Special Provisions

INCORPORATED BY REFERENCE: General Provisions: http://www.documents.dgs.ca.gov/pd/poliproc/GSPD401IT14_0905.pdf

Special Provisions for Cloud Computing Services: http://www.dgs.ca.gov/pd/Home/CloudComputing.aspx

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit F – Work Authorization

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit G – Contractor’s Response to IFB 14-144521 Bid

INCORPORATED BY REFERENCE

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit H – IFB 14-144521

INCORPORATED BY REFERENCE

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State of California

Bid IFB 14-145221

IT SaaS INVITATION FOR BID (IFB) FOR SALESFORCE

IFB# 14-145221

REV.#

DATE: December 02, 2014

KEY ACTION DATES IFB RELEASE VENDOR QUESTIONS DUE: STATE RESPONDS TO QUESTIONS: BID DUE DATE: PUBLIC BID OPENING: EVALUATIONS: RELEASE INTENT TO AWARD (Begin Protest Period): AWARD:

12/2/2014 12/8/2014 10:00 AM 12/10/2014 12/15/2014 2:00 PM * 12/15/2014 2:30 PM 12/16/2014 12/17/2014 12/23/2014

* All dates after the Bid Due Date are subject to change without bidder notification.

ALL DATES AFTER THE BID DUE DATE ARE APPROXIMATE AND MAY BE ADJUSTED AS CONDITIONS INDICATE WITHOUT ADDENDUM TO THIS IFB. SEALED BID RESPONSES MUST BE DELIVERED TO PROCUREMENT OFFICIAL BY 2:00 PM PT ON THE BID DUE DATE.

PROCUREMENT OFFICIAL For further information contact the Procurement Official: LAUREN NEISEN PHONE: (916) 431-5043 [email protected] Clearly Label and Submit Bid to: “CONFIDENTIAL BID -- DO NOT OPEN -- IFB 14-144043” BID DUE DATE/TIME: 12/15/2014 2:00 PM CA Department of Technology IT Procurement & Contract Services Branch ATTN: LAUREN NEISEN

U.S. Postal Service (USPS) Deliver to: Mail Stop Y18 P.O. Box 1810 Rancho Cordova, CA 95741 Parcel Post (FedEx, UPS, etc.) to: 10860 Gold Center Drive Mail Room - Suite 105 Rancho Cordova, CA 95670 Hand Deliveries to: 10860 Gold Center Drive, Suite 200 Rancho Cordova, CA 95670

BIDDER INFORMATION & SIGNATURE Bidder Company Name and Address: ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ FEIN:___________________________________________________________ Phone: ___________________________Email: ____________________________________________________ Name of Authorized Rep (Print):_____________________________ Title:_______________________________ SIGNATURE OF AUTH. REP:_________________________________________________ DATE:______________ IS BIDDER CLAIMING PREFERENCE AS A CALIFORNIA CERTIFIED SMALL BUSINESS?

YES ____ …... NO ____

IF YES, IS BIDDER THE MANUFACTURER?

YES ____ …... NO ____

IS BIDDER A NON-SMALL BUSINESS CLAIMING AT LEAST 25% SMALL BUSINESS SUBCONTRACTOR PREFERENCE?

YES ____ …... NO ____

Bidder offers and agrees if this response is accepted within 45 calendar days following the date the response is due to furnish all the items upon which prices are quoted, at the prices set opposite each item, delivered at the designated point(s) by the method of delivery and within the times specified and subject to the attached General Provisions. DECLARATIONS UNDER PENALTY OF PERJURY; By signing above, with inclusion of the date of signature, the above signed bidder DECLARES UNDER PENALTY OF PERJURY under the laws of the State of California as follows: (1) (STATEMENT OF COMPLIANCE). The above signed has complied with the non-discrimination program requirements of Government Code 12990 and Title 2, California Administrative Code Section 8103, and such declaration is true and correct. (2) The National Labor Relations Board declaration set forth in Paragraph 48 of the General Provisions is true and correct. (3) If a claim is made for the Small Business or Disabled Veterans Business preference, the information set forth within is true and correct.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

THIS PAGE IS INTENTIONALLY LEFT BLANK

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p. 71

State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014 IFB TABLE OF CONTENTS

IT SaaS INVITATION FOR BID (IFB) FOR SALESFORCE ............................................................................................................... 1 KEY ACTION DATES ....................................................................................................................................................................... 1 PROCUREMENT OFFICIAL ............................................................................................................................................................. 1 BIDDER INFORMATION & SIGNATURE.......................................................................................................................................... 1 IFB TABLE OF CONTENTS.............................................................................................................................................................. 3 SECTION I. IFB ADMINISTRATIVE REQUIREMENTS ................................................................................................................ 4 Bidder’s Instructions ..................................................................................................................................................................... 4 General Provisions ....................................................................................................................................................................... 4 Special Provisions-Cloud Computing Services ............................................................................................................................. 4 Authorized Reseller ...................................................................................................................................................................... 4 Delivery ....................................................................................................................................................................................... 4 Bid Award..................................................................................................................................................................................... 4 Cash Discounts ............................................................................................................................................................................ 4 Shipment ...................................................................................................................................................................................... 4 Inquiries/Questions....................................................................................................................................................................... 4 Bid Quote/Attachments ................................................................................................................................................................ 4 State Bid Forms ........................................................................................................................................................................... 4 Responsible Bidder ...................................................................................................................................................................... 4 New Equipment ............................................................................................................................................................................ 4 Facsimile (FAX) Bids .................................................................................................................................................................... 4 Recycled Content Products .......................................................................................................................................................... 4 Payee Data Record ...................................................................................................................................................................... 4 Seller’s Permit .............................................................................................................................................................................. 4 DVBE Program Requirements ...................................................................................................................................................... 5 CA Small Business ....................................................................................................................................................................... 5 Bidder Declaration Forms ............................................................................................................................................................. 5 DVBE Certification........................................................................................................................................................................ 5 Additional Clarifying Information ................................................................................................................................................... 5 Pre-Employment Criminal Background Investigation Policy .......................................................................................................... 5 TACPA Preference Program ........................................................................................................................................................ 6 Award of Contract ........................................................................................................................................................................ 6 Requirements Protest................................................................................................................................................................... 6 Protest of Award .......................................................................................................................................................................... 6 SECTION II. IFB BID SUBMISSION FORMAT AND CONTENTS ............................................................................................ 7 A. Bid Format General Instructions ......................................................................................................................................... 7 B. Number of Bid Copies ........................................................................................................................................................ 7 SECTION III. IFB BIDDER EVALUATION ................................................................................................................................. 7 A. Administrative Requirements ............................................................................................................................................. 7 B. Contract Award .................................................................................................................................................................. 8 C. Cost Evaluation.................................................................................................................................................................. 8 IFB Attachment 1 – Bid Checklist ................................................................................................................................................... 9 IFB Attachment 2 – Current Customer Salesforce Enrollment ................................................................................................... 11 IFB Attachment 3 – Cost Worksheet ............................................................................................................................................ 13 IFB Attachment 4 – Sample Standard Agreement ....................................................................................................................... 15 Exhibit A – Statement of Work ...................................................................................................................................................... 17 1. Contract Description: ....................................................................................................................................................... 17 2. Term: ............................................................................................................................................................................... 17 3. Amount: ........................................................................................................................................................................... 17 4. California Department of Technology Responsibilities: ..................................................................................................... 17 5. Notices: ........................................................................................................................................................................... 18 6. License Type: .................................................................................................................................................................. 18 7. Data/Information Categorization....................................................................................................................................... 18 8. Licensee Site/Location: .................................................................................................................................................... 18 9. Installed on: ..................................................................................................................................................................... 19 10. Maintenance/ Technical Support: ..................................................................................................................................... 19 11. Work Authorization:.......................................................................................................................................................... 19 12. Advertising of Data:.......................................................................................................................................................... 19 13. Amendments:................................................................................................................................................................... 19 14. Information Security ......................................................................................................................................................... 19 15. Information and data ownership: ...................................................................................................................................... 20 16. Other Agreements:........................................................................................................................................................... 20 17. DVBE Reporting .............................................................................................................................................................. 20 Exhibit A – Attachment 1 – Salesforce Maintenance Policy and Terms....................................................................................... 21 Exhibit A – Attachment 2 – Salesforce Service Level Availability ................................................................................................ 25 Exhibit B – Payment and Invoicing............................................................................................................................................... 27 Exhibit C – Cost Worksheet .......................................................................................................................................................... 29 Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Product &Support) Offerings .................................................. 31 Exhibit C – Attachment 2 – Salesforce Support Plans ................................................................................................................ 45 Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans ..................................................................................... 47 Exhibit D – Special Terms and Conditions To Safeguard Federal Tax Information .................................................................. 51 Exhibit E – General Provisions & Special Provisions ................................................................................................................. 61 Exhibit F – Work Authorization ..................................................................................................................................................... 63 Exhibit G – Contractor’s Response to IFB 14-144521 Bid ........................................................................................................... 65 Exhibit H – IFB 14-144521 ............................................................................................................................................................. 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

SECTION I.

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB ADMINISTRATIVE REQUIREMENTS

Bidder’s Instructions Please read carefully the attached Bidder’s Instructions. The following provisions are incorporated into the IFB and resulting Agreement and may be viewed at the website listed. If you are unable to view this document, please contact the buyer for the IFB listed on page 1 of this IFB. Bidders Instructions (GSPD-451), Effective 11/09/2011 http://www.documents.dgs.ca.gov/pd/modellang/GSPD451-110911.pdf General Provisions Please read carefully the attached General Provisions. The following provisions are incorporated into the IFB and resulting Agreement and may be viewed at the website listed. If you are unable to view these documents, please contact the buyer for the IFB listed on page 1 of this RFQ. General Provisions-IT (GSPD-401IT), Effective 09/05/14 http://www.documents.dgs.ca.gov/pd/poliproc/gspd401IT14_0905.pdf Special Provisions-Cloud Computing Services Please read carefully the attached Bidder’s Instructions and General Provisions. The following provisions are incorporated into the IFB and resulting Agreement may be viewed at the website listed. If you are unable to view these documents, please contact the buyer for the IFB listed on page 1 of this IFB. Special Provisions-Cloud Computing Services, Effective 09/03/14 http://www.dgs.ca.gov/pd/Home/CloudComputing.aspx Authorized Reseller Only bids from authorized resellers of proposed products and services will be accepted. Delivery Contacts will be identified on the resulting purchase order. Bid Award For the purposes of this solicitation, contract award IFB will be awarded to the lowest responsive, responsible Bidder Cash Discounts Cash discounts will not be considered when evaluating bid responses for award purposes. However, cash discounts may be offered and taken by departments processing invoices within the timeframe specified. Shipment For the purposes of this solicitation, only bid responses quoting FOB Destination will be accepted. Inquiries/Questions Written questions must be received by 10:00 AM, on the Vendor Questions Due date identified in the Key Action Dates Table on page 1 of this IFB. ALL QUESTIONS MUST BE EMAILED TO THE PROCUREMENT OFFICIAL STATED ON THE COVER PAGE OF THIS IFB. When the Department has completed its review of the questions, all of the questions and answers will be posted in BidSync. Please note that no verbal information will be binding upon the Department of Technology, unless such information is issued in writing. Bid Quote/Attachments Bids that reference a supplier’s own terms and conditions or provisions will be considered non-responsive and will be rejected. State Bid Forms Only bids quoted on the State’s own bid forms will be considered. All bids shall be submitted in a sealed envelope/package with the solicitation number and the bid due date and time clearly marked on the outside of the envelope/package. Please mark the bid as “CONFIDENTIAL BID - DO NOT OPEN.” Responsible Bidder The California Department of Technology may require bidder(s) to submit evidence of their qualifications at such times and under conditions, as it may deem necessary. The question of whether a particular bidder is a responsible bidder may involve an evaluation of the bidder’s experience, type of facility, expertise or financial resources regarding the particular items requested by the pertinent solicitation. If a bidder has been determined to be non-responsible, the bid shall be rejected. New Equipment All equipment to be provided in response to a State of California solicitation shall be new and latest model in current production. USED, SHOPWORN, DEMONSTRATOR, PROTOTYPE OR DISCONTINUED MODELS ARE NOT ACCEPTABLE. Facsimile (FAX) Bids Faxed bids will not be accepted. All bids must be submitted as specified in the “Submit bid to” section on page one of the IFB. Recycled Content Products State agencies are required to report purchases in many product categories. In order to comply with those requirements, contractors are required to complete and return the Recycled Content Certification form, if applicable, with your bid response. Failure to complete and return the form may disqualify your bid from consideration. Payee Data Record The bidder should include a Payee Data Record, Std. Form 204 with their bid. The successful bidder will be required to submit a Payee Data Record, Std. Form 204 listing their Taxpayer Identification Number if a Std. 204 was not submitted by the bid due date. STD. 204 can be downloaded at http://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf Seller’s Permit If applicable, please note that award will be conditional on providing the following document prior to award: You must provide your company’s California retailer’s seller’s permit or certification of registration and, if applicable, the permit or certification of all participating affiliates, issued by California’s State Board of Equalization (BOE), pursuant to all requirements as set form in Sections 6487, 7101 and sections 6452.1, 6487.3, 18510 of the Revenue and Taxation Code, and Section 10295.1 of the Public Contract code. In order to expedite the process of verifying the validity of the permit, provide the BOE permit number in the space provided below (or attach a copy of the permit with your bid.) Retailer’s Seller’s Permit Number: _______________________

Section I 12/3/2014 11:41 AM

Page 4 of 67 p. 73

State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

DVBE Program Requirements The State has established goals for Disabled Veteran Business Enterprises (DVBE) participating in State contracts. Please review the DVBE program requirements package located at the following link http://www.documents.dgs.ca.gov/pd/delegations/DVBEPckt2.doc. Bidders must complete and return all the appropriate pages in order for the bid to be considered responsive. California Disabled Veteran Business Enterprise (DVBE) Bid Incentive: In accordance with Section 999.5(a) of the Military and Veterans Code an incentive will be given to bidders who provide DVBE participation. For evaluation purposes only, the State shall apply an incentive to bids that propose California certified DVBE participation as identified on the Bidder Declaration GSPD-05-105 and confirmed by the State. The award will be based on the lowest price. The net bid price of responsive bids will be reduced (for evaluation purposes only) by the amount of DVBE incentive as applied to the lowest responsive net bid price. If the #1 ranked responsive, responsible bid is a California certified small business, the only bidders eligible for the incentive will be California certified small businesses. The DVBE incentive adjustment for an award based on low price will be 5% or $100,000, whichever is less, of the #1 ranked net bid price. When used in combination with a preference adjustment, the cumulative adjustment amount cannot exceed $100,000 Military and Veteran Code (MVC) 999.5(d), Government Code (GC) 14841, and California Code of Regulations (CCR) 1896.78(e) requires all Prime Contractor’s that had a Disabled Veteran Business Enterprise (DVBE) firm preform any element of work for a contract to report DVBE information CA Small Business The Small Business regulations, located in the California Code of Regulations (Title 2, Division 2, Chapter 3, Subchapter 8, Section 1896 et. seq.), concerning the application and calculation of the small business preference, small business certification, responsibilities of small business, department certification, and appeals are revised, effective 09/09/04. The new regulations can be viewed at (www.pd.dgs.ca.gov/smbus). Access the regulations by Clicking on “Small Business Regulations” in the right sidebar. For those without Internet access, a copy of the regulations can be obtained by calling the Office of Small Business and DVBE Services at (916) 375-4940. Non-Small Business Subcontractor Preference: A 5% bid preference is now available to a non-small business claiming 25% California certified small business subcontractor participation. If applicable, claim the preference in the box on the right hand side of the first page of this solicitation. Small Business Nonprofit Veteran Service Agencies (SB/NVSA): SB/NVSA prime bidders meeting requirements specified in the Military and Veterans Code Section 999.50 et seq. and obtaining a California certification as a small business are eligible for the 5% small business preference. If applicable, claim the preference in the box on the right hand side of the first page of this solicitation. SECTION 14838 ET SEQ. OF THE CALIFORNIA GOVERNMENT CODE REQUIRES THAT A 5% PREFERENCE BE GIVEN TO BIDDERS WHO QUALIFY AS A SMALL BUSINESS AS A NON-SMALL BUSINESS CLAIMING AT LEAST 25% CALIFORNIA CERTIFIED SMALL BUSINESS PARTICIPATION FOR REQUIREMENTS SEE TITLE 2, CALIFORNIA CODE OF REGULATIONS SECTION 1896 ET SEQ. THE REQUIREMENTS FOR NONPROFIT VETERAN SERVICE AGENCIES QUALIFYING AS A SMALL BUSINESS ARE CONTAINED IN SECTION 999.50 ET SEQ. OF THE MILITARY AND VETERANS CODE. Small Business Certification: Bidders claiming the small business preference must be certified by California as a small business or must commit to subcontract at least 25% of the net bid price with one or more California certified small businesses. Completed certification applications and required support documents must be submitted to the Office of Small Business and DVBE Services (OSDS) no later than 5:00 p.m. on the bid due date, and the OSDS must be able to approve the application as submitted. Small business nonprofit veteran service agencies (SB/NVSA) claiming the small business preference must possess certification by California prior to the day and time bids are due. Questions regarding certification should be directed to the OSDS at (916) 375-4940. Attachment with bid required if claiming the Small Business Preference: All bidders must complete and include the Bidder Declaration form GSPD-05-105. If claiming the non-small business subcontractor preference, the form must list all of the California certified small businesses with which you commit to subcontract in an amount of at least twenty-give percent (25%) of the net bid price. All certified small businesses must perform a “commercially useful function” in the performance of the contract as defined in Government Code Section 14837(d)(4). Bidder Declaration Forms All bidders must complete the Bidder Declaration GSPD-05-105 and include it with the bid response. When completing the declaration, bidders must identify all subcontractors proposed for participation in the contract. Bidders awarded a contract are contractually obligated to use the subcontractors for the corresponding work identified unless the State agrees to a substitution and it is incorporated by amendment to the contract. DVBE Certification Bidders who have been certified by California as a DVBE (or who are bidding rental equipment and have obtained the participation of subcontractors certified by California as a DVBE) must also submit a completed form(s) STD. 843 (Disabled Veteran Business Enterprise Declaration). All disabled veteran owners and disabled veteran managers of the DVBE(s) must sign the form(s). Should the form not be included with the solicitation, contact the State contracting official or obtain a copy online from the Department of General Services Procurement Division, Office of Small Business and DVBE Services (OSDS) website at www.pd.dgs.ca.gov/smbus. The completed form should be included with the bid response. Additional Clarifying Information At the State’s option prior to award, bidders may be required to submit additional written clarifying information. Failure to submit the required written information as specified may be grounds for bid rejection. Pre-Employment Criminal Background Investigation Policy The California Department of Technology recognizes the need for hiring practices that will ensure the greatest degree of security for data center operations and the data maintained within the Department of Technology. Under the authority of Government Code 11546.6, a criminal background check utilizing California Department of Justice (DOJ) and Federal Bureau of Investigation (FBI) records must be conducted by the vendor on prospective contractors, subcontractors, volunteers, or vendors. All fingerprints shall be taken digitally using Live Scan technology and transmitted electronically to the DOJ. Vendor must certify compliance per Attachment 5, Pre-Employment Criminal Background Investigation Policy that prospective contractors, subcontractors and volunteers have completed and passed the background check. Failure to provide the certification will result in disqualification for employment or contract termination.

Section I 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

TACPA Preference Program Target Area Contract Preference Act (TACPA) program requirements apply to this solicitation. TACPA information and forms can be found in the following locations: http://www.pd.dgs.ca.gov/edip/tacpa.htm Bidders who are not requesting the TACPA preference need not return these documents with the bid response. Award of Contract Award of contract, if made, will be in accordance with the IFB information on Evaluation to a responsible bidder whose bid complies with all the requirements of the IFB documents and any addenda thereto, except for such immaterial defects as may be waived by the State. Award, if made, will be made within forty-five (45) days after the scheduled date for Contract Award as specified in the IFB; however, a bidder may extend the offer beyond 45 days in the event of a delay of contract award. The State reserves the right to determine the successful bidder(s) either on the basis of individual items or on the basis of all items included in its IFB, unless otherwise expressly provided in the State's IFB. Unless the bidder specifies otherwise in its bid, the State may accept any item or group of items of any bid. The State reserves the right to modify or cancel in whole or in part it’s IFB. Requirements Protest Any bidder’s issues regarding solicitation requirements must be resolved (or attempts to resolve them must have been made) before a Protest of Award may be submitted. Requirements Protests must be submitted in writing via email to the Procurement Official and by Monday, December 8, 2014 @ 10:00 AM Pacific Time. These issues will first be resolved by the department for the solicitation or if they result in a protest the department will submit to the DGS Procurement Division Deputy Director to hear and resolve issues and whose decision will be final. Protest of Award Written notification of the State's intent to award will be made to all bidders. If a bidder, having submitted a bid, can show that its bid, instead of the bid selected by the State, should be selected for contract award, the bidder will be allowed five (5) working days to submit a protest to the Intent to Award, according to the instructions contained in the paragraph titled “Protests” of this IFB. If a bidder has submitted a bid which it believes to be totally responsive to the requirements of the IFB and to be the bid that should have been selected according to the evaluation procedure in the solicitation section on Evaluation and the bidder believes the State has incorrectly selected another bidder for award, the bidder may submit a protest of the selection as described below. Protests regarding selection of the "successful vendor" will be heard and resolved by the State Board of Control whose decision will be final. All protests of award must be made in writing, signed by an individual authorized to bind the bidder contractually and financially, and contain a statement of the reason(s) for protest; citing the law, rule, regulation or procedures on which the protest is based. The protester must provide facts and evidence to support the claim. Protests must be mailed or delivered to: Department of General Services Deputy Director Procurement Division 707 Third Street, Second Floor South West Sacramento, CA 95605 Facsimile No: (916) 375-4611 The protester must provide a copy of the protest to the California Department of Technology. A copy of the protest must be mailed to: California Department of Technology Jennifer Herrera, Contracts Manager IT Procurement & Contract Services Branch (Mail Stop Y18) P.O. Box 1810 Rancho Cordova, CA 95741 Facsimile No: (916) 463-9908 All protests to the IFB or protests concerning the evaluation, recommendation, or other aspects of the selection process must be received by the Deputy Director of the Procurement Division as promptly as possible, but not later than the date indicated in the Notification of Intent to Award. Certified or registered mail must be used unless delivered in person, in which case the protester should obtain a receipt of delivery.

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State of California

State of California Department of Technology

SECTION II.

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB BID SUBMISSION FORMAT AND CONTENTS

These instructions describe the mandatory bid format and the approach for the development and presentation of bid data. It is the Bidder’s responsibility to ensure their IFB response is submitted in a manner that enables the State’s evaluation team to easily locate attachments of this IFB. A complete bid or bid package will consist of the attachments identified in Attachment 1 – Bid Checklist. This checklist is provided for Bidder use only and need not be submitted with the final bid. Bidders are encouraged to carefully read the entire solicitation. The need to verify all documentation and responses prior to the submission of bids cannot be over emphasized. A. Bid Format General Instructions BID PACKAGE – ADMINISTRATIVE REQUIREMENTS & COST BID RESPONSE Bids must be submitted on standard 8.5" x 11" paper. Double sided printing is preferred. No smaller than 10 font; and Must be placed within a binder with numbered sections and tabs corresponding to each number referenced on Attachment 1, Bid Checklist. B. Number of Bid Copies The complete bid must be submitted in the number of copies indicated as follows: One (1) “Master Copy” * One (1) CD-ROM or Flash Drive copy in PDF Format

*Note: The MASTER COPY must contain an original signature of a representative authorized to enter into a binding agreement upon award of this Agreement. SECTION III.

IFB BIDDER EVALUATION

The IFB will only be evaluated for responsive/responsible bidders that successfully completed the administrative and cost requirements. The State reserves the right in its sole discretion to require clarification and additional information from a Bidder to complete its evaluation and to determine if the Bidder is responsive and responsible. A. Administrative Requirements In addition to meeting all other requirements of this IFB, bidders must also adhere to all of the mandatory Administrative requirements of this IFB to be responsive. These requirements are listed below: Key Action Dates and other requirements specified in Page one (1) of the IFB; The Administrative Requirements of Section I of the IFB; and The Bid Submission Format and Contents specified in Section II.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

All Administrative Requirements listed in Section I are mandatory (if applicable) and will be evaluated on a Pass/Fail basis. Should the Bidder’s response to Section I requirements be deemed non-responsive, the State will not move forward with evaluating the Bidder’s Cost document(s). B. Contract Award This IFB will be awarded to the lowest responsive, responsible Bidder. The State in its sole discretion may require additional information from a Bidder to clarify the cost information provided. A Bidder must provide any additional information required by the State within the time frame requested by the State. The bid may be rejected if it is conditional or incomplete, or if it contains any alterations of form or other irregularities of any kind. The California Department of Technology may reject any or all Bids and may waive any immaterial deviation in the Bid. The California Department of Technology waiver of an immaterial defect shall in no way modify the Bid document or excuse the bidder from full compliance with all the requirements if awarded the Agreement. Attachment 2 of this IFB depicts State customers with a current Salesforce subscription via the Department of Technology’s existing Agreement and is for informational purposes only. Upon award of this contract, Salesforce will be published in the Department of Technology’s Software as a Service (SaaS) catalogue and will be available for enrollment to customers statewide. The Salesforce customers shown on Attachment 2 will have the option to request subscription services via this offering upon expiration of their existing agreement and award of this contract. The contract will consist of a three-year (36 months) term, with two (2) 1-year optional renewal terms. The Salesforce SaaS IFB, Attachment 3 – Cost Worksheet must be completed in its entirety for insertion into the final Agreement. Pricing documented in the Cost Worksheet will apply for the term of the contract and for any optional years that are exercised by the State. The State does not guarantee maximum or minimum quantities upon an executed Agreement. The maximum Agreement total will not exceed $5,000,000.00. C. Cost Evaluation For ‘evaluation’ purposes ONLY, the Department of Technology will use the grand total of the IFB Attachment 3 – Cost Worksheet in awarding to the lowest, responsive, responsible Bidder. Bidders must complete the Cost Worksheet in its entirety.

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 1 – Bid Checklist The following documents and information are required to be submitted with the bid response, Sections and Tabs organized as follows: ADMINISTRATIVE REQUIREMENTS & COST BID RESPONSE SECTION I – ADMINISTRATIVE REQUIREMENTS o Tab 1 - Completed IFB Page 1 (signed by authorized representative) o Tab 2 - Payee Data Record, Std. 204 (required upon award of contract if not included in the bid). o Tab 3 - CA Small Business Certification (if applicable) o Tab 4 - Bidder Declaration Form GSPD -05-105 o Tab 5 – Disabled Veteran Business Enterprise Certification (if applicable) o Tab 6 - Target Area Contract Preference Act (TACPA) (if applicable) SECTION II – COST BID RESPONSE o Tab 1 – Cost Worksheet (IFB Attachment 3 – separate attachment)

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 2 – Current Customer Salesforce Enrollment

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

THIS PAGE IS INTENTIONALLY LEFT BLANK

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p. 81

State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 3 – Cost Worksheet The Salesforce Software as a Service (SaaS) IFB Cost Worksheet is a separate attachment and must be completed in its entirety and submitted as part of the bid/bid package as stated on the IFB Attachment 1 – Bid Checklist. The lowest, responsive/responsible vendor’s cost worksheet will be inserted into the final Agreement as Exhibit C – Cost Worksheet. Dollar amounts submitted by the bidder in the Cost Worksheet must be annual pricing and will apply for the term of the contract and for any optional years that are exercised by the State. Bidders must input a dollar value for each line item within each Category. Upon award of this contract, Salesforce will be published in the Department of Technology’s SaaS catalogue and will be available for enrollment to customers statewide. The State does not guarantee maximum or minimum quantities. The maximum Agreement total will not exceed $5,000,000.00.

PLACEHOLDER –

<<>>

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

THIS PAGE IS INTENTIONALLY LEFT BLANK

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p. 83

State of California

Bid IFB 14-145221

State of California Department of Technology

SALESFORCE IFB #14-145221 December 2, 2014

IFB Attachment 4 – Sample Standard Agreement STATE OF CALIFORNIA

STANDARD AGREEMENT STD. 213 (new 06/03)

REGISTRATION NUMBER

PURCHASING AUTHORITY NUMBER

AGREEMENT NUMBER

9I-0715-CIO-HQ1 1.This Agreement is entered into between the State Agency and the Contractor named below STATE AGENCY'S NAME

CALIFORNIA DEPARTMENT OF TECHNOLOGY

(hereafter the “Department of Technology,” or ”State”)

CONTRACTOR'S NAME

(hereafter the “Contractor”)

2.

The term of this Agreement is: 3.The maximum amount of this Agreement is:

December 23, 2014 – December 22, 2017 (3 years) with two (2) 1-year optional renewals. Five Million Dollars and Zero Cents

Not to exceed $5,000,000.00

4. The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a part of the Agreement: Exhibit A: Exhibit B: Exhibit C: Exhibit D: *Exhibit E: Exhibit F: Exhibit G: *Exhibit H:

Statement of Work (SOW)..…………………………………………………………………………………... Budget Details and Payment Provisions…………………………........................................................... Cost Worksheet………………………………………………………………………………………………… Special Terms and Conditions to Safeguard Federal Tax Information…………………………………... General Provisions - Information Technology (GSPD-401IT - 09/05/14)………………………………... Work Authorization…………………………………………………………………………………………….. Contractor’s Response…..…..………………………………………………………………………………... Invitation for Bid (IFB) 14-144043…………………………………………………………………………….

22 Pages 2 Pages 2 Pages 10 Pages* 12 Pages 2 Pages 3 Pages 12 Pages

*Items shown with an asterisk (*) are hereby incorporated by reference and made part of this agreement as if Attached hereto. Exhibit E can be viewed at: http://www.documents.dgs.ca.gov/pd/poliproc/gspd401IT13_1127.pdf. Exhibit H can be viewed upon request of the Department of Technology, Procurement & Contract Services Branch Contact identified in the SOW. IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto. Statewide Technology Procurement Division Use Only

CONTRACTOR CONTRACTOR’S NAME (If other than an individual, state whether a corporation, partnership, etc.)

BY (Authorized Signature)



DATE SIGNED

PRINTED NAME AND TITLE OF PERSON SIGNING ADDRESS

STATE OF CALIFORNIA AGENCY NAME

CALIFORNIA DEPARTMENT OF TECHNOLOGY BY (Authorized Signature)



DATE SIGNED

PRINTED NAME AND TITLE OF PERSON SIGNING

ADDRESS

Exempt per

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Contractor is not authorized to deliver or commence the performance of services, as described in the Exhibit A, Statement of Work, until written approval has been obtained from all entities and executed by the Department of Technology. Any delivery or performance of service that is commenced prior to the signing of the Agreement shall be considered voluntary on the part of the Contractor and non-compensable.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit A – Statement of Work 1. Contract Description: a. This Statement of Work (“SOW”) reflects the Agreement between the California Department of Technology (hereafter referred to as the “State”, “Department of Technology”, or “Licensee”), and the Contractor TBD (hereafter referred to as “the Contractor”). The Contractor agrees to ensure the Salesforce Software as a Service (SaaS) licenses and maintenance/support subscriptions required under this Agreement are provided by the manufacturer, Salesforce. b. The purpose of this Agreement is to obtain the products identified in Exhibit C – Cost Work Sheet at the rates listed. Customer requests received for this subscription will be added using the Service Request process followed up by a Work Authorization (WA) form as identified in Exhibit F. All WA must be in writing prior to the beginning of the subscription and signed by the Department of Technology and Contractor. c. Exhibit A – Attachment 1 - Salesforce Maintenance Policy consists of Maintenance Periods. d. Exhibit A – Attachment 2 – Service Level Availability provides standards and features that apply to the Salesforce SaaS offering. 2. Term: The term of this Agreement is for 3 years (12/23/2014 – 12/22/2017) with two (2) 1-year, renewal options. Order placement via an approved WA shall be on or before the expiration date of this Agreement. Delivery of the subscription services requested must be completed within one (1) year after this Agreement expiration date. 3. Amount: The total amount of this Agreement shall not exceed $5,000,000.00. SaaS subscription costs are based on a 12-month term commitment and are incurred annually at the rates quoted for each category item as identified in Exhibit C – Cost Worksheet. 4. California Department of Technology Responsibilities: a. Designate a person (Project Manager) to whom all Contractor communication may be addressed and who has the authority to act on all aspects of the services. This person may review the Agreement and associated documents with the Contractor to ensure understanding of the responsibilities of both parties. b. Provide timely review and approval of information and documentation provided by the Contractor to perform its obligations.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

5. Notices: All notices required by or relating to this Agreement shall be in writing and shall be sent to the parties of this Agreement at their address as set below unless changed from time to time, in which event each party shall notify the other in writing, and all such notices shall be deemed duly given if deposited, postage prepaid, in the United States mail and directed to the following addresses below: The technical representative during the term of this Agreement will be: State Agency Manufacturer California Technology AgencyOffice of Technology Services Attn: David Escobar Phone: (916) 431-6569 E-mail: [email protected]

Salesforce Attn: Support Phone: (800) 667-6389 E-mail : http://www.salesforce.com/servicestraining/customer-support/overview/

CA Technical Contact Salesforce Attn: Steve Galvez, Senior Account Executive Phone:(916) 642-5949 E-Mail :[email protected] Contract inquiries should be addressed to: State Agency California Technology AgencyIT Procurement & Contracts Services Branch Attn:Lauren Neisen Address: P.O. Box 1810 Rancho Cordova, CA 95741 Phone:(916) 431-5043 Fax:(916) 463-9908 E-mail:[email protected]

Contractor Contractor Attn: Contact Name Address: XXX Street City, State Zip Phone:(XXX) XXX-XXXX Fax:(XXX) XXX-XXXX E-mail:TBD

6. License Type: Annual Subscription - Right-To-Use Licenses 7. Data/Information Categorization Per SAM 5305.5, State data housed on the Salesforce servers shall be classified as Low Impact. 8. Licensee Site/Location: The “Licensee Site” shall mean the customer location, as identified in the Work Authorization, Exhibit F, which Licensee represents, is operated or controlled by Licensee and/or the Department of Technology. Licensee may change the Licensee Site to another location located within the United States without incurring additional charges.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

9. Installed on: This is a SaaS Agreement. All software and hardware installed will be located at the manufacturer’s site. 10. Maintenance/ Technical Support: The Contractor shall ensure that maintenance and support are provided by the manufacturer, Salesforce, through the term of the Agreement. Maintenance and Support features are described in Exhibit A – Attachment 1 - Salesforce Maintenance Policy, Exhibit C – Attachment 2 – Salesforce Premier Support and Exhibit C – Attachment 3 – Salesforce Premier Support. Phone Support: (800) 667-6389 Web Support: http://www.salesforce.com/services-training/customer-support/overview/ 11. Work Authorization: The Work Authorization (WA), Exhibit F, will be the approved authorization process for the State and Contractor to execute all SaaS service annual WAs which include, but are not limited to, category items, unit quantities (additions or deletions) and/or annual subscription costs to this Agreement. 12. Advertising of Data: The Contractor and any service providers are not authorized to use, sell, resell, package or repackage or publicly display any information or data without the express written approval of the State. This restriction includes key-word searching or data mining of state data. Advertising is not allowed in any of these services or to any of the contacts associated with these services. 13. Amendments: Consistent with the terms and conditions of the original solicitation, and upon mutual consent, the Department of Technology and the Contractor may execute amendments to this Agreement. No amendment or variation of the terms of this Agreement shall be valid unless made in writing, and agreed upon by both parties and approved, as required. No verbal understanding or agreement not incorporated into the Agreement is binding on any of the parties. 14. Information Security It is the responsibility of the service provider to comply with information security best practices, including, but not limited to requirements for the use of strong passwords and the encryption of data, both in flight and at rest. Failure to comply with any of these terms may be grounds for termination for default.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

15. Information and data ownership: All information and data stored by the State (this includes all public agencies in the State that may use this Agreement) using the Contractor's system(s) remains the property of the State. As such, the Contractor agrees to not scan, capture or view such information or data unless expressly authorized by the appropriate State representatives. Prior to the release of any information or data belonging to the State or any law enforcement agency, the Contractor must notify and gain the express approval of the California Department of Technology and the California Department of Justice. Upon the conclusion of service as notified by the State, the Contractor must provide to the State a copy of all State data stored in the Contractor’s system within five (5) business days in Microsoft Excel (xlsx), comma delimited, or other such format as was agreed upon by the Contractor and the State prior to the commencement of service. Upon acceptance of this data by the State of California, the service provider shall purge the data from any and all of its systems and provide the State confirmation that such steps have occurred within ten (10) business days. Failure to comply with any of these terms may be grounds for termination for default. 16. Other Agreements: No advertising, testing, sharing or usage of State data will be allowed unless State consent is given. 17. DVBE Reporting Military and Veteran Code (MVC) 999.5(d), Government Code (GC) 14841, and California Code of Regulations (CCR) 1896.78(e) requires all Prime Contractor’s that had a Disabled Veteran Business Enterprise (DVBE) firm preform any element of work for a contract to report DVBE information. Prime Contractors are required to maintain records supporting the information that all payments to DVBE subcontractor(s) were made. The Prime DVBE Subcontracting form can be found at the following link: http://www.documents.dgs.ca.gov/pd/smallbus/Prime%20DVBE%20Sub%20Report.xls and the instructions can be found at the following link: http://www.documents.dgs.ca.gov/pd/smallbus/Prime%20DVBE%20Sub%20Report%20Instruction. doc. Completed forms are to be e-mailed to: [email protected]

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit A – Attachment 1 – Salesforce Maintenance Policy and Terms Maintenance for Available Functionality Version and Maintenance Strategy All upgrades, patches, and other system maintenance are provided at no additional cost. In addition, Salesforce releases 3 complimentary upgrades each year, in Winter, Spring, and Summer versions. This translates to 450+ features/year. All Salesforce users are always on the latest version of Salesforce’s platform because customers get instant upgrades (typically on an opt-in basis). Each time Salesforce releases a new version of the application and the platform, the entire community can take advantage of the latest innovations from the Salesforce product development team. Because of their multi-tenant architecture, Salesforce is able to provide all customers with a service based on a single version of their application. They are able to upgrade all customers at the same time with each release. As a result, Salesforce does not have to maintain multiple versions of their application. Each release will be delivered automatically in a transparent manner, and will not break customers’ configurations. Upgrades don’t break integrations Because of the requirement for seamless upgrades, Salesforce’s multi-tenant service must maintain backwards compatibility with the API used for integration. The customer only has to integrate with the service once, and that integration will keep running—even as Salesforce upgrades the platform. Rapid innovation Salesforce can deliver new capabilities three to four times each year, and the customer chooses when to adopt these new capabilities simply by opting-in. Maintenance Schedule Salesforce generally performs maintenance on Friday evenings, outside of normal business hours (traditionally after 8 PM PST). They are unable to change their maintenance schedule. Approximately 3 times per year, the site is shut down outside normal business hours for application upgrades. Additionally, between 2 and 4 times per year, the site is shut down outside normal business hours for planned maintenance. Salesforce provides notice at least 48 hours in advance via the Salesforce website as well as notifications upon logging into the customer’s Salesforce solution. Uptime information is provided in real time at the trust.salesforce.com site. Updates and Upgrade Process Major Release Maintenance is for upgrading the services to the latest product version to deliver enhanced features and functionality. Major release dates and times are posted at http://trust.salesforce.com/trust/maintenance approximately one month before release to Sandbox instances. An email notification and blog post regarding Sandbox preview instructions is also sent approximately one month prior to upgrading Sandbox instances. Email notifications of major release dates are sent one month prior to upgrading non-Sandbox instances. The Release Notes document describing the new features and functionality is posted in Help & Training one month prior to upgrading non-Sandbox instances. Final release reminders are communicated to all customers approximately one week prior via email and upon logging into Salesforce. Major release maintenance occurs three times per year. The instance will be unavailable for up to five minutes during the release window. Patch Releases and Emergency Releases are used to deliver scheduled and ad hoc application fixes. Patch releases are scheduled weekly and are usually deployed to instances on Tuesday, Wednesday or Thursday, with release to Asia-Pacific instances the following day. Emergency releases are conducted on an as-needed basis and can occur any day of the week. Whenever possible, patches and emergency releases are deployed during offpeak hours and without downtime. Page 21 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Customer’s Responsibilities Customer Responsibilities are outlined in the Use of Services and Content section of the Salesforce Master Subscription agreement available online at: http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf Maintenance Limitations Proprietary Rights and Licenses as well as Salesforce Responsibilities are outlined in the Salesforce Master Subscription Agreement online at: http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf Definitions of Terms Salesforce Definitions of Terms are outlined in the Salesforce Master Subscription agreement summarized below and online at: http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_MSA.pdf "Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with the subject entity. "Control," for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity. “Agreement” means this Master Subscription Agreement. “Beta Services” means Our services that are not generally available to customers. “Content” means information obtained by Us from Our content licensors or publicly available sources and provided to You pursuant to an Order Form, as more fully described in the Documentation. “Documentation” means Our online user guides, documentation, and help and training materials, as updated from time to time, accessible via help.salesforce.com or login to the applicable Service. “Malicious Code” means code, files, scripts, agents or programs intended to do harm, including, for example, viruses, worms, time bombs and Trojan horses. “Marketplace” means an online directory, catalog or marketplace of applications that interoperate with the Services, including, for example, the AppExchange located at http://www.salesforce.com/appexchange, the Heroku add-ons catalog located at https://addons.heroku.com/, and any successor websites. "Non-Salesforce.com Applications" means a Web-based or offline software application that is provided by You or a third party and interoperates with a Service, including, for example, an application that is developed by or for You, is listed on a Marketplace, or is identified as Salesforce Labs or by a similar designation. “Order Form” means an ordering document specifying the Services to be provided hereunder that is entered into between You and Us or any of Our Affiliates, including any addenda and supplements thereto. By entering into an Order Form hereunder, an Affiliate agrees to be bound by the terms of this Agreement as if it were an original party hereto. "Purchased Services" means Services that You or Your Affiliate purchase under an Order Form, as distinguished from those provided pursuant to a free trial. “Services” means the products and services that are ordered by You under a free trial or an Order Form and made available online by Us, including associated offline components, as described in the Documentation. “Services” Page 22 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

exclude Content and Non-Salesforce.com Applications. “User” means an individual who is authorized by You to use a Service, for whom You have ordered the Service, and to whom You (or We at Your request) have supplied a user identification and password. Users may include, for example, Your employees, consultants, contractors and agents, and third parties with which You transact business. "We," "Us" or "Our" means the salesforce.com company described in Section 13 (Who You Are Contracting With, Notices, Governing Law and Jurisdiction). "You" or "Your" means the company or other legal entity for which you are accepting this Agreement, and Affiliates of that company or entity. “Your Data” means electronic data and information submitted by or for You to the Purchased Services or collected and processed by or for You using the Purchased Services, excluding Content and Non-Salesforce.com Applications.

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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Bid IFB 14-145221

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Exhibit A – Attachment 2 – Salesforce Service Level Availability Salesforce Data Center Information Customers will have their production Instance hosted from a data center within the region where the customer is based. Customers can request, at the time of sign up, to be hosted from a data center in a different region than where they are located. If a customer purchases the Salesforce Government Cloud, all data will reside in the continental U.S. and is managed by qualified U.S. citizens. For the Salesforce Government Cloud, additional controls have been implemented around personnel management. Access to systems inside of the Salesforce Government Cloud storing U.S. government, U.S. government contractors, and FFRDC Customer Data potentially permitting access to Customer Data will be restricted to Qualified U.S. Citizens. Qualified US Citizens are individuals who are United States citizens, are physically located within the United States when accessing the Salesforce Government Cloud systems; and have completed a background check as a condition of their employment with Salesforce. Service Provisioning Versions: Salesforce users are on the latest version of the Salesforce platform with instant upgrades. Salesforce has a multi-tenant architecture and is able to provide all customers with a service based on a single version of their application. They are able to upgrade all of their customers at the same time with each release. They do not have to maintain multiple versions of their application. Releases will be delivered automatically in a transparent manner, and will not break the customers’ configurations. All tenants are upgraded simultaneously. Salesforce releases 3 complimentary upgrades each year, in Winter, Spring, and Summer versions. This translates to 450+ features/year. Release notes are always posted online. Details of each release are shown online here: Salesforce Release Notes and release schedules are posted online here: Salesforce Release Schedule Environments: The Salesforce solution is 100% cloud based. Therefore, Salesforce manages the underlying infrastructure. All that is needed is an Internet connection and supported browser or mobile device. No onpremises hardware or software is required of the customer. Data Backup and Storage Salesforce performs all backup and recovery operations on behalf of all its customers as part of its standard service. No tools are needed by the customer. Customer data, up to the last committed transaction, is replicated to disk in near-real time at the designated disaster recovery data center, backed up at the primary data center, and then cloned at an archive data center. Backups are performed daily at each data center facility without stopping access to the application. Backup cloning is transmitted over an encrypted network (our MPLS network across all data centers). Tapes never leave Salesforce’s secure data center facilities, unless they are to be retired and destroyed through a secure destruction process. The backup retention policy is 90 days (30 days for sandboxes). Deleted / modified data cannot be recovered after 90 days (30 days for sandboxes). Salesforce also provides multiple ways for customers to obtain periodic backups of its data. They offer a weekly export service (WES) for those customers requiring a local backup copy of their data or a data set for import into other applications (such as an ERP system). Page 25 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Direct Export - Data can be exported directly into csv (comma separated values) file, or Excel files with a button click. This can be done from either a standard or custom list view, or from a report. This is the most common method utilized by end users. Excel Connector - Salesforce provides an Excel Connector to push and pull data from Excel to Salesforce and vice versa. Salesforce API - Data can be exported to and from the system though Salesforce’s API at any time or via a number of built in features. Salesforce Data Loader - The Salesforce Apex Data Loader is a free tool which is used specifically for importing/updating/exporting data in Salesforce. Partner Tools - There are also many pre-integrated partner tools, some of which the customer may already own that may be leveraged. Examples include: Informatica, Pervasive, CastIron, Boomi, etc. Disaster Recovery (DR) Salesforce supports disaster recovery with a 4 hour recovery point objective (RPO) and 12 hour recovery time objective (RTO).

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit B – Payment and Invoicing

1. Payment/Invoicing: a. Payment for License(s) and Support Maintenance for this SaaS Subscription will be made annually in advance upon receipt of a correct invoice. It shall be the Department of Technology’s sole determination as to whether subscription services invoices are acceptable and approved for payment.

b. Upon successful completion of each WA, the Contractor will submit an invoice for payment associated with the payment amounts.

c.

The invoice shall include booking confirmation of the Department of Technology order including but not limited to, the product name, code (if applicable), and term date and shall reference the Agency Order Number PO# XXXX in TRIPLICATE.

d. The invoice must be submitted using only one of the following options: 1) Send via U.S. mail in TRIPLICATE to: California Department of Technology Administration Division – Accounting Office P. O. Box 1810 Rancho Cordova, CA 95741 OR 2) Submit electronically at: [email protected]

e. Payment will be made in accordance with, and within the time specified, in Government Code Chapter 4.5 commencing with Section 927.

2. Budget Contingency Clause: a. This Agreement is valid and enforceable only if: (1) sufficient funds are made available by the State Budget Act of the appropriate State Fiscal Year(s) covered by this Agreement for the purposes of this program; and (2) sufficient funds are made available to the State by the United States Government for the Fiscal Year(s) covered by this Agreement for the purposes of this program. In addition, this Agreement is subject to any additional restrictions, limitations, or conditions enacted by the Congress and Legislature or any statute enacted by the Congress and Legislature which may affect the provisions, terms, or funding of this Agreement in any manner.

b. It is mutually agreed that if the Congress and Legislature does not appropriate sufficient funds for the program, this Agreement shall be amended to reflect any reduction in funds.

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit C – Cost Worksheet

PLACEHOLDER –

FOR STATE USE ONLY:

<<>>

Attachments related to Exhibit C are as follows: a. Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Products & Support) Offerings provides a description of each SaaS Product & Support Category available under this Agreement. b. Exhibit C – Attachment 2 – Salesforce Support Plans provides features available under each support plan. c. Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans provides a comparison between the Premier Success and the Premier+ Success Plans.

Page 29 of 67

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

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State of California

State of California Department of Technology

Bid IFB 14-145221

SALESFORCE IFB #14-145221 December 2, 2014

Exhibit C – Attachment 1 – Salesforce Descriptions of Category (Product &Support) Offerings

Government Cloud The Salesforce Government Cloud is a partitioned instance of Salesforce’s multi-tenant public cloud infrastructure. The Salesforce Government Cloud information system and authorization boundary, is comprised of the Salesforce1 Platform*, Salesforce Applications (Sales Cloud, Service Cloud, Chatter), and the backend infrastructure (servers, network devices, databases, storage arrays) that support the operations of these products, referred to as the General Support System (GSS). The Salesforce Government Cloud requires the purchase of the Government Cloud Premier + Success Plan.

Sales Cloud Sales Cloud is a customer relationship management and sales force automation Software as a Service (SaaS) solution. Sales Cloud helps organizations manage their accounts, contacts, and business opportunities while collaborating instantly from anywhere on any device. Customer Relationship Management (CRM) software solutions allow you to manage the relationships you have with your customers. Sales Cloud solution features can be accessed by clicking on the links below: http://www.salesforce.com/sales-cloud/features/ http://www.salesforce.com/sales-cloud/resources/ An overview of Sales Cloud covers key features and benefits can be accessed by clicking on the following link: https://secure2.sfdcstatic.com/assets/pdf/datasheets/DS_SalesCloud.pdf Sales Cloud is currently offered in six different editions listed below. The Salesforce edition determines which features and functionality are accessible to users. Sales Cloud editions can be compared by clicking on the following link: http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_SalesCloud_EdCompare.pdf Sales Cloud Group Edition Sales Cloud Professional Edition Sales Cloud Enterprise Edition Sales Cloud Unlimited Edition Sales Cloud Contact Manager Edition Sales Cloud Performance Edition * * The Sales Cloud Performance Edition is a bundled package with Service Cloud (see the Service Cloud description below). Salesforce Performance Edition combines Sales Cloud, Service Cloud and

Salesforce Platform together with Data.com, Work.com, Identity, Live Agent, Knowledge and additional sandbox functionality in a single solution.

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Service Cloud Salesforce Service Cloud is a customer service and case management Software as a Service (SaaS) solution for engagement centers. Service Cloud provides a 360-degree view of your customer. With the Salesforce Service Cloud, service and support personnel can achieve more 1st call resolutions, better maintain SLAs and increase customer satisfaction ratings at a fraction of the cost. Organizations can collect customer support requests from all channels, automate routine processes, and open up knowledge base and FAQ’s help via their Web site. Salesforce’s analytics engine can also deliver key performance metrics tailored to organizations fast, without the need for code or IT resources. The Service Cloud solution features can be accessed by clicking on the links below: http://www.salesforce.com/service-cloud/features/ http://www.salesforce.com/service-cloud/resources/ An overview of Service Cloud covers key features and benefits can be accessed by clicking on the following link: https://secure2.sfdcstatic.com/assets/pdf/datasheets/DS_ServiceCloud.pdf Service Cloud is currently offered in four different editions listed below. The Salesforce edition determines which features and functionality are accessible to users. Service Cloud editions can be compared by clicking on the following link: http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_ServiceCloud_EdCompare.pdf What is Service Cloud Professional Edition What is Service Cloud Enterprise Edition What is Service Cloud Unlimited Edition What is Sales Cloud Performance Edition * * The Service Cloud Performance Edition is a bundled package with Sales Cloud

Knowledge Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. The knowledgebase can be used as an internal-facing resource or as an external knowledgebase for customers and partners through the Salesforce portal options. Additionally, the knowledgebase can be exposed as "public" as part of a customer’s own web site. Knowledge is fully integrated into other Salesforce CRM functionality such as the ability to search for Knowledge articles directly from a case record. Other integration examples include the ability to crowd-source knowledge from agents and customers through Salesforce products such as Ideas, Answers, and Salesforce for Twitter. Because Salesforce CRM is a cloud-based application its powerful knowledge management tools are easy to access anytime, from anywhere, and does not require any server infrastructure on the part of the customer. Page 32 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

An overview of Salesforce Knowledge key features and benefits can be accessed by clicking on the following link: http://www.sfdcstatic.com/assets/pdf/datasheets/Salesforce_Knowledge_Datasheet.pdf Knowledge is currently offered in five different editions listed below. The Salesforce edition determines which features and functionality are accessible to users. Salesforce Knowledge is bundled with Service Cloud Knowledge Pack editions. What is Service Cloud Knowledge Pack Performance Edition What is Service Cloud Knowledge Pack Enterprise Edition What is Service Cloud Knowledge Pack Unlimited Edition What is Knowledge Only Enterprise Edition What is Knowledge Only Unlimited Edition

Force.com Force.com is a solution of point-and-click app development tools that make creating custom apps lightning fast. Force.com enables government agencies to build, integrate, and deploy any type of government app, for any need, from personal productivity apps—email, calendar, and spreadsheets—to full-blown enterprise apps for policy & program, project management, customer service, budget & finance, and much more. Force.com and its supporting ecosystem allow organizations to integrate to almost anything and to adapt their solution to precisely fit the needs of their organization – all while meeting government’s high priority security requirements. Force.com delivers powerful services like point and click development, business logic, mobile SDK, file storage, analytics, multi-language development, social collaboration, and cloud identity solutions. It includes services like UI components, flexible page layouts for mobile, and custom actions. Force.com is designed to let both developers and non-developers build mobile and desktop apps. With declarative tools, any business stakeholder can build a new app with just clicks. Force.com solution features can be accessed by clicking on the links below: http://www.salesforce.com/platform/solutions/employee-apps/ http://www.salesforce.com/platform/resources/ Force.com is currently offered in multiple editions listed below. The Salesforce edition determines which features and functionality are accessible to users. Customers choose an org edition for all users and then choose a user subscription type for each user. Each org edition comes with certain features and capacity. Each user subscription also has per user features and limits. Force.com editions are compared in the data sheet available online at: http://www.sfdcstatic.com/assets/pdf/misc/DS_Force_Pricing_Comparison.pdf?d=70130000000lzSrAAI Force.com EE Force.com UE Force.com PXE Force.com App Bundle PXE Force.com App Bundle UE Page 33 of 67 12/3/2014 11:41 AM

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Force.com Admin PXE Force.com Performance Force.com Performance (Admin) Force.com (1 Enterprise Application) Enterprise Edition Force.com (1 Enterprise Application) Unlimited Edition Force.com (1 Light Application) Enterprise Edition Force.com (Administrator) User Subscription Enterprise Edition Force.com (Administrator) User Subscription Unlimited Edition

Remedyforce Remedyforce helps you streamline IT assistance and deliver it through a cloud-based, social platform. Built on Force.com, Remedyforce service management Software as a Service (SaaS) solution enables any customer to receive maximum value through an entirely automation based IT solution, simplified configuration tools, a social based collaboration system, and simplified deployment in Salesforce’s secure, reliable and scalable cloud architecture. Remedyforce transforms any service desk, help desk or service management team from reactive service providers to a proactive, strategic business enabler. Manage costs and service better and achieve rapid implementations leveraging a powerful platform. BMC Remedyforce automates your complete IT support process—from incident to analysis to change to release—enabling your staff to maximize service availability and customer satisfaction. Remedyforce solution features can be accessed by clicking on the link below: http://www.salesforce.com/remedyforce/features/ The BMC website: http://www.bmc.com/it-solutions/remedyforce.html http://www.bmc.com/it-solutions/remedyforce-resources.html An overview of Remedyforce key features and benefits can be accessed by clicking on the following link: http://documents.bmc.com/products/documents/05/36/450536/450536.pdf

Community Cloud Community Cloud is an online collaboration and business process platform that connects employees, customers, partners, suppliers, and distributors. Organizations can create fully branded public or private communities that connect members directly with one another — and with relevant content, data, and business processes. Community Cloud is the only community platform that combines the power of social with mobile participation, trusted security, fast deployment, and a direct connection to business processes. Community Cloud was built to allow customers to interact with government, share experiences with other customers and find the information they need from mobile devices. Community Cloud goes beyond portals by

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adding social collaboration, extensive branding, customization, and mobile access, while retaining enterprise security and tight integration with business processes. Salesforce provides three types of communities that can be used for a broad variety of purposes from customer service to marketing or engagement of resellers, suppliers, agencies, and partners. Customer Communities deliver rich collaboration, mobile access, and consistent branding for even the largest groups. For example, a service community enables customers to answer questions for other customers, quickly find the information they need, or work with service reps to resolve issues — decreasing time to resolution while increasing engagement and loyalty. Partner Communities provide even greater ties to business processes along with the added power of rolebased security to segment the data that’s been shared with different members. For example, partner communities enable organizations to manage reseller relationships by keeping some lead and funding information private, but enabling collaborative selling between partners, leading to more engaged partners and increased deal flow. You can connect, share, update, and synchronize accounts, contacts, activities, cases, and custom objects with your government partners instantly. Great for agency, vendor, and extended team effectiveness. Employee Communities deliver on the promise of doing business from anywhere and any device. An Employee Community is a social intranet that helps organization transform culture, tear down walls, and be more productive by allowing employees to collaborate across on any device, contribute knowledge, use apps, and engage fellow employees. Employees can collaborate, share files, get information that is most relevant to them, and is connected to business process for improved productivity. Community Cloud solution features can be accessed by clicking on the link below: http://www.salesforce.com/communities/features/ http://www.salesforce.com/communities/resources/ An overview of Community Cloud covers key features and benefits can be accessed by clicking on the following link: http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_Communities.pdf?d=70130000000lzSBAAY Community Cloud is currently offered as total authenticated logins per month or by total number of members as detailed in Exhibit C – Cost Worksheet. Community Cloud offers both membership-based and login-based pricing models that determine cost based on community size. Simplified pricing enables customers to purchase blocks of users measured on a member or login basis. Each community is purchased separately. A user license determines the baseline of features that the user can access. Every user must have exactly one user license. Community Cloud user licenses and features comparison can be accessed by clicking on the link below: https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_communities.htm&language=en_US

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User limits depend on the type of community. To avoid deployment problems and any degradation in service quality, it is recommended that the number of users in your community not exceed the limits listed below. If you require additional users beyond these limits, contact your Salesforce account executive. Exceeding these limits may result in additional charges and a decrease in functionality.

Type of Community

Number of Users

Partner or Customer Community Plus

300,000

Customer

7 million

Sandbox Sandboxes give customers the ability to create multiple copies of their organization in separate environments for a variety of purposes, such as development, testing, and training, without compromising the data and applications in their Salesforce production organization. Sandboxes are isolated from the customer’s Salesforce production organization, so operations that are performed in their sandboxes don’t affect the Salesforce production organization, and vice versa. Sandboxes are nearly identical to a Salesforce production organization. For a list of differences and additional information regarding sandboxes, click on the link below: Sandbox Setup Tips and Considerations Salesforce offers four different Sandbox types: Developer Sandbox - Developer sandboxes are intended for coding and testing. These environments include a copy of your production organization’s metadata, or Setup data. Developer Pro Sandbox - Developer Pro sandboxes are intended for coding and testing. These environments include a copy of your production organization’s metadata, or Setup data. They have a larger storage limit than Developer sandboxes have, which allows for more robust test data sets and enables this environment to handle more development and quality assurance tasks. Partial Copy Sandbox - Partial Copy sandboxes are intended to be used as testing environments. These environments can be used for quality assurance tasks such as user acceptance testing, integration testing, and training. These environments include a copy of your production organization’s metadata, or Setup data, and a subset of your production data as defined by a sandbox template. Full Sandbox - Full sandboxes are intended to be used as testing environments. These environments are the only ones that can support full performance testing, load testing, and staging in addition to the tasks that you use other sandboxes for. These environments are a replica of your production organization, including all data—for example, object records and attachments—and metadata. For details about the differences between Sandbox environments, click on the following link: Understanding Sandbox Environment Types

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Customers can purchase licenses for each sandbox type, and can purchase multiple licenses of each type. Sandbox licenses are hierarchical. The following table shows the type of sandbox you can create with each license:

Full Sandbox license

Partial Copy Sandbox

Developer ProSandbox license

Developer Sandbox license

Allows you to create:

Developer sandbox type

Developer Pro sandbox type

Partial Copy sandbox type

Full sandbox type

Developer Sandbox comes with the purchase of any Salesforce Edition (e.g., Sales Cloud Enterprise Edition).

Chatter Plus Salesforce Chatter is built into every Salesforce application and provides real-time internal and external social collaboration including profiles, feeds and groups and eliminates the multi-threaded nature of email. With Salesforce Chatter, customers and their co-workers will easily be able to collaborate at work and in the organization with real-time feeds and updates on people, groups, documents, and other application data. Chatter is currently offered in three different editions: Chatter Free, Chatter Plus, and Chatter in the Sales Cloud, Service Cloud, and Force.com. Chatter editions can be compared by clicking on the data sheet link below:

http://www2.sfdcstatic.com/assets/pdf/datasheets/DS_Chatter.pdf

Additional API Calls Salesforce is built upon an open standards based services oriented architecture - including SOAP, WSDL, and WS-I Basic Profile. These services provide the complete set of operations necessary to complete integration projects. All standard and custom data is available from the Force.com API. The APIs are provided with Force.com to build integration interfaces with third party applications or by Salesforce integration partners to use in their connectors. Any 3rd party application that accesses the customer’s Salesforce instance via the APIs, will be subject to the same security protections that are used in your Salesforce user interface.

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A connected app integrates an application with Salesforce using APIs. Connected apps use standard SAML and OAuth protocols to authenticate, provide Single Sign-On, and provide tokens for use with Salesforce APIs. In addition to standard OAuth capabilities, connected apps allow administrators to set various security policies and have explicit control over who may use the corresponding applications. API calls represent specific operations that the customer’s client applications can invoke at runtime to perform tasks, for example: ● Query data in your organization ● Add, update, and delete data ● Obtain metadata about your data ● Run utilities to perform administration tasks API Usage Limits are described here and are by Salesforce Edition: https://help.salesforce.com/HTViewHelpDoc?id=integrate_api_rate_limiting.htm&language=en_US The table provided in the above link lists the limits for the total API requests (calls) per 24-hour period for an organization. Limits are enforced against the aggregate of all API calls made by the organization in a 24 hour period; limits are not on a per-user basis. When an organization exceeds a limit, all users in the organization may be temporarily blocked from making additional calls. Calls will be blocked until usage for the preceding 24 hours drops below the limit. The calculation of the API request limit based on user licenses is designed to allow sufficient capacity for the customer’s organization based on their number of users. If the customer needs a higher limit and they don't want to purchase additional user licenses or upgrade to Performance Edition, they can purchase additional API calls. Before a customer purchases additional API calls, a due diligence of their current API usage should be performed. Client applications, whether it is the customer’s own enterprise applications or partner applications, that make calls to the API can often be optimized to use fewer API calls to do the same work. If the customer is using a partner product, they should consult with the vendor to verify that the product is making optimal use of the API. A product that makes inefficient use of the API will incur unnecessary cost for the customer’s organization.

Storage Salesforce provides storage capabilities. Storage is divided into two categories: file storage and data storage. File storage includes files in attachments, the Documents tab, the Files tab, the File field, Salesforce CRM Content, Chatter (including user photos), and Site.com assets. Data storage includes the following entities/records stored within the Salesforce application: ●Accounts ●Article types ●Article type translations ●Campaigns ●Campaign Members Page 38 of 67 12/3/2014 11:41 AM

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●Cases ●Case Teams ●Contacts ●Contracts ●Custom objects ●Email messages ●Events ●Forecast items ●Google docs ●Ideas ●Leads ●Notes ●Opportunities ●Opportunity Splits ●Orders ●Quotes ●Quote Template Rich Text Data ●Solutions ●Tags: Tag applications ●Tags: Unique tags ●Tasks Limits for storage allocation are per Salesforce edition and number of users in your organization as outlined online at: https://help.salesforce.com/HTViewHelpDoc?id=limits_storage_allocation.htm&language=en_US For file storage, Contact Manager, Group, Professional, Enterprise, Performance, and Unlimited Editions are allocated a per-user limit multiplied by the number of users in the organization plus an additional perorganization allocation. For example, an Enterprise Edition organization with 600 users receives 1,211 GB of file storage, or 2 GB per user multiplied by 600 users plus an additional 11 GB. A Professional Edition organization with 600 users receives about 370 GB of file storage, or 612 MB per user multiplied by 600 users plus an additional 11 GB. For data storage, Contact Manager, Group, Professional, Enterprise, Performance, and Unlimited Editions are allocated either 1 GB or a per-user limit, whichever is greater. For example, a Professional Edition organization with 10 users receives 1 GB because 10 users multiplied by 20 MB per user is 200 MB, which is less than the 1 GB minimum. A Professional Edition organization with 100 users receives more than the 1 GB minimum because 100 users multiplied by 20 MB per user is 2,000 MB.

File storage and data storage are calculated asynchronously, so the organization’s storage usage isn’t updated immediately if the customer imports or adds a large number of records or files. Organizations that reach 95% of their capacity will receive warning emails that are typically delivered on Sunday. Those that reach 105% capacity will receive a daily email notice, and they won't be able to create new records in their organization until their storage usage lowers. Page 39 of 67 12/3/2014 11:41 AM

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Live Agent Salesforce Live Agent lets service organizations connect with customers or website visitors in real time, through a web-based, text-only live chat. The Live Agent tab displays a homepage that lets the customer quickly review recent chat transcripts and visitor records, and launch the Live Agent console. The Live Agent console is a dedicated console used by customer service agents to manage Live Agent chats. Agents can answer chat requests, conduct live chats, and interact with Salesforce records and Salesforce Knowledge articles. The Knowledge Articles allow agents to select responses to help provide pre-set responses. Also, the Salesforce Live Agent can collect valuable pre-chat visitor information with sessioned or authenticated data and pre-chat forms - saving time in identifying customers and accelerating issue resolution.

Mobile Salesforce delivers mobile apps through our Salesforce1 Platform. The app is available on iOS (Apple AppStore) and Android (Google Play). The Salesforce1 app is a Hybrid app (Native/HTML5). It uses a combination of local software rendered via the Embedded Browser application on the smartphone devices. Salesforce1 requires browser caching (per iOS - do not operate in Private Browsing mode) and cookies to be enabled for it to function/authenticate. Salesforce1 is also available as a 100% browser based app as well. Users will also be able to access the Salesforce1 Mobile App from any mobile browser, including Blackberry Z10 mobile browser, Good Access Secure mobile browser and Windows 8 browser. In addition, the Salesforce1 Mobile App now delivers notifications on Samsung wearables. Salesforce1 Mobile App Built for BYOD and Global Deployments. With Salesforce1 supports all devices and browsers around the globe, all while meeting compliance requirements. Mobile Field Workers. The organization’s mobile field workers would be able to access their Salesforce environment to update service requests and manage assignments from the field via the Salesforce1 Mobile App. The Salesforce1 Mobile App is built on the Salesforce1 Platform and provides mobile field workers with a completely unified mobile experience across a variety of mobile devices, including iOS and Android smartphones and tablets. Virtually all functions in the application proper can be accessed through the Salesforce1 mobile app. The mobile app also allows users to logout when they have completed their tasks, and another user could login using their credentials, enabling multiple field workers to access the environment from one device. An organization’s customers would be able to access information, such as knowledge articles, service request status, reported issues as well as report new issues and create service requests via a mobile device. The selfservice, or community interface leverages HTML5 and therefore is accessible via the browser on a mobile device and re-factors to run optimally on the mobile device. Therefore, the functionality that a user has access to via the self-service application, including searching the knowledge base, creating, updating and viewing service requests, are available from a mobile device. Additionally, users can receive email on their mobile device, and with setup workflow rules, users can receive alerts when there are changes in the status of a service request. If an organization desires a more customized mobile application, the Salesforce Mobile SDK 2.0 is an open-source suite of familiar technologies that will allow an organization to build HTML5, native and hybrid mobile apps that connect to the Salesforce1 Platform. Using the SDK, an organization can develop cross-platform HTML5 web apps, native iOS apps using Objective-C, or Android apps written with Java. The organization can also create HTML5-based hybrid apps using the SDK’s Mobile container, a wrapper based on Apache Cordova (PhoneGap) that enables HTML5-based applications to leverage device features like the camera and microphone. Additionally, the SDK provides libraries for key enterprise requirements, such as authentication and secure offline storage, effectively providing an enterprise-ready mobile application Page 40 of 67 12/3/2014 11:41 AM

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container. Salesforce1 Mobile solution features are available by clicking on the link below: http://www.salesforce.com/mobile/overview/ Salesforce1 Platform Mobile services features are available by clicking on the link below: http://www.salesforce.com/platform/mobile/ Salesforce Mobile is included with the purchase of Salesforce Unlimited or Performance editions.

Marketing Cloud Salesforce Marketing Cloud is a unified marketing platform that integrates with Salesforce CRM that allows organizations looking to listen, engage, gain insight, publish, advertise, and measure their social marketing programs. Marketing Cloud solution features can be accessed by clicking on the following links: http://www.salesforce.com/marketing-cloud/features/ http://www.salesforce.com/marketing-cloud/resources/ Marketing Cloud Package Basic Marketing Cloud Package Pro Marketing Cloud Package Corporate Marketing Cloud Package Enterprise Marketing Cloud Package Performance Radian6 Basic Radian6 Pro Radian6 Corporate Radian6 Enterprise Marketing Cloud is currently offered in multiple editions: Basic, Professional, Corporate, Enterprise, and Performance. The Salesforce edition determines which features and functionality are accessible to users. Marketing Cloud editions can be compared online at: http://www.salesforce.com/marketing-cloud/pricing/ On-Site Training A data sheet detailing more information regarding on-site training and descriptions of the courses offered is available online at: http://www.sfdcstatic.com/assets/pdf/datasheets/DS_privateworkshop.pdf

Identity Only Salesforce Identity is a federation hub that provides authentication and authorization services. These capabilities enable both direct authentication by way of username and password and federated authentication by way of the use of the Security Assertion Markup Language (SAML) and OpenID Connect standards. In both cases, Salesforce Identity can also provide second-factor authentication to increase identity assurance. Salesforce Identity is designed to consume identity credentials from other authorities, via federation standards, and then use those credentials to allow user access to both Salesforce and non-Salesforce-based Page 41 of 67 12/3/2014 11:41 AM

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applications and data. These identity capabilities are consistent across every medium include web, mobile, and API. Although Salesforce Identity is not an identity proofing or verification service, it can and does integrate with partner and customer provided proofing and verification services. The orchestration of these services is typically managed in a Salesforce Visual Flow either at the time of login or later in the user’s journey. Customers often use such services to grant a person greater access to services over time. For example, an unverified identity may only get basic access to a customer’s portal. That identity’s initial registration and login might initiate a verification flow. Once the verification has been completed by a partner or customer service, the identity is granted greater access in the portal. Identity Connect solution features and edition comparisons are detailed at the following website: http://www.salesforce.com/platform/identity/ Identity Connect is available in Enterprise, Unlimited, and Performance. Identity Connect is included with the purchase of Performance Edition. Pardot Pardot offers a software-as-a-service marketing automation application that allows marketing and sales departments to create, deploy, and manage online marketing campaigns that increase revenue and maximize efficiency. Pardot features certified CRM integrations with Salesforce, NetSuite, Microsoft Dynamics CRM, and SugarCRM, empowering marketers with lead nurturing, lead scoring, and ROI reporting to generate and qualify sales leads, shorten sales cycles, and demonstrate marketing accountability. Pardot features are detailed at the websites below: http://www.salesforce.com/pardot/features/ http://www.salesforce.com/pardot/resources/ Pardot is currently offered in three editions listed below. The Salesforce edition determines which features and functionality are accessible to users. Pardot editions are compared online at: http://www.salesforce.com/pardot/pricing/ Pardot - Standard (price is per org) Pardot - Pro (price is per org) Pardot - Ultimate (price is per org) Data.com Data.com unifies contact and account data, and keeps it fresh, clean, accurate, and always accessible in the cloud. It provides the data foundation customers need to succeed as social enterprises, and delivers instant insight right inside an organization’s Salesforce business processes, so they can efficiently target moreprofitable opportunities and grow their business. Data.com solution features are detailed at the following website: http://www.salesforce.com/data/overview/ Data.com is available in multiple editions as listed below and are compared in the data sheet, Data.com Edition Comparison, available online at: Page 42 of 67 12/3/2014 11:41 AM

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http://www.sfdcstatic.com/assets/pdf/datasheets/DS_Datadotcom_ProductComparison.pdf Data.com Corporate Clean Data.com Corporate Prospector Data.com Corporate Records Additional (price is each) Data.com Premium Clean Data.com Premium Prospector Data.com Premium Records Additional (price is each) Data.com Services - QuickStart Data.com is included with the purchase of Performance Edition. Work.com Work.com is a corporate performance management platform for sales representatives with a user interface (UI) that resembles a social networking website. The platform targets employee engagement in three areas: alignment of team and personal goals with business goals, motivation through public recognition and real-time performance feedback. Employees are encouraged to meet goals through a system that emphasizes recognition and rewards. For example, an employee might be able to earn a badge that represents a specific skill set or be awarded an award for going above and beyond a manager's expectations. Employees also have the option of requesting immediate feedback and providing immediate feedback to peers or managers when requested. Work.com is available in three editions and are compared as outlined below. Work.com Motivate Work.com Align Work.com Perform Work.com Motivate includes the following features: ●Real-time recognition & rewards ●Chatter — company social network ●Rich social collaboration ●Customizable recognition badges ●API access to all Work.com data ●Single Sign on with Salesforce ●Customizable reports & dashboards ●Mobile access Work.com Align includes the following features: ●Includes all Motivate features ●Align Company, Team, & Personal Goals ●Coaching integrated to sales process ●Compatible with OKR, SMART, etc ●Goals linked to Salesforce data ●1:1 coaching, feedback, & mentoring Work.com Perform includes the following features: ●Includes all Align features Page 43 of 67 12/3/2014 11:41 AM

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●Easy Performance Summaries ●HR Compliant Performance Summaries ●Performance Calibration Work.com editions are outlined at the following website: http://www.salesforce.com/crm/work-editions-pricing/ Work.com is included with the purchase of Performance Edition.

Lightning Connect Salesforce Lightning Connect delivers a component framework and a new set of tools for partners, developers, and business analysts to make building apps, integrating data, and automating business processes lightning fast. Salesforce Lightning Connect links your back office to your front office - so you can build apps for every department - and make your business more mobile, social, and agile. Connect and access data from external sources with point and click simplicity. Incorporate data from legacy systems in real time in Salesforce application objects. Dramatically reduce integration time to unlock and modernize back-office systems. Integration vendors, including Informatica, Jitterbit, MuleSoft, Progress Software, SnapLogic and SoftwareAG, have built an extensive library of adaptors for Lightning Connect, making integration with Salesforce easy. Lightning Connect solution features are detailed at the website below: http://www.salesforce.com/platform/services/lightning/?d=70130000000lzYzAAI&internal=true

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Exhibit C – Attachment 2 – Salesforce Support Plans Salesforce Support Plans Salesforce has three plans that benefit customers of all sizes; Standard Success (included in the base subscription service), Premier Success (additional cost), and Premier+ Success (additional cost). Standard Success Plan All Salesforce customers receive this plan to ensure their systems are supported. The Standard Success Plan, included with each license, provides: o o o o o

Online case submission Unlimited use of Saleforce’s "Getting Started" online course catalog Online assistance through knowledge articles and community resources Phone support during local business hours Standard 2-business-day query response

Premier Success Plan The Premier Success Plan provides:  Faster response and resolution of issues quickly;  Comprehensive training;  End-user training in a particular Salesforce product;  Education for customer Salesforce admins and developers; and  Access to Salesforce’s complete library of more than 100 online courses to build expertise in Salesforce products, drive value, and maximize ROI. Features include: o Unlimited access to Salesforce’s entire online course catalog o 24x7 toll-free phone support o Priority case queuing and routing o Quick 2-hour response time o An assigned support account rep o Force.com code troubleshooting o Customizable end-user course templates o Premier Success Review to measure usage and trends Premier+ Success Plan Add administration expertise with the Premier+ Success Plan. It covers all of the customer’s bases: support, training, and administration; and gives the customer all the benefits of Premier, including a support rep assigned to the department. Features include: o Priority case routing o 2-hour response time o 24x7 phone support o unlimited usage of Salesforce’s entire online course library

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o Plus access to the customer’s own team of expert Salesforce administrators allowing the customer to focus on design and management while Salesforce supports the customer’s configuration. In addition to all the support and training benefits included in Premier Success Plans, with Premier+ the customers also receive: o Access to Salesforce’s pool of Salesforce Certified Administrators who can configure and maintain the customer’s Salesforce edition o Includes more than 100 administrative services o Premier Success Review to measure usage and trends View more information on these options here: http://www.salesforce.com/services-training/customer-support/#more View a datasheet on these options here: http://www.salesforce.com/assets/pdf/datasheets/DS_SuccessPlans.pdf Government Cloud Premier+ Success Plan The Salesforce Government Cloud requires the Government Cloud Premier+ Success Plan. Support cases submitted online will be automatically routed to a team of Qualified US Citizens. Telephone support and support cased submitted via Chat are also available in English, 24X7. However, calls for support received via telephone will be initially responded to by individuals who may be located outside the United States. These individuals will then route cases to a team of qualified US Citizens. All other personnel, including Customer Success Managers, Success Account Managers, Customer Success Technologists and any other personnel engaged in customer success roles and providing customer success services (collectively referred to as "Success Representatives") may not be qualified US Citizens and will not have access to Customer Data unless Customer provides such personnel a User ID or otherwise enables the sharing of Customer Data with such personnel. In addition to providing personnel controls for technical support, Government Cloud Premier+ Success Plan includes success resources, online training and administration services to drive Salesforce adoption and business productivity. For more information about the Premier + Success Plan, click on the link below: http://www.salesforce.com/assets/pdf/misc/salesforce_premierplans.pdf

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Exhibit C – Attachment 3 – Salesforce Premier Success Support Plans

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Exhibit D – Special Terms and Conditions To Safeguard Federal Tax Information Federal statute, regulations and guidelines require that all contracts for services relating to the processing, storage, transmission, or reproduction of federal tax returns or return information, the programming, maintenance, repair, or testing of equipment or other property, or the providing of other services, for tax administration purposes include the provisions contained in this exhibit. (See 26 U.S.C. §6103(n); 26 C.F.R. §301.6103(n)-1(a)(2) and (d); Internal Revenue Service (IRS) Publication 1075, Tax Information Security Guidelines for Federal, State and Local Agencies (Rev. 8-2010), Section 5.5 and Exhibit 7.) The contractor agrees to comply with 26 U.S.C. §6103(n); 26 C.F.R. §301.6103(n)-1; IRS Publication 1075 (Rev. 8-2010); and all applicable conditions and restrictions as may be prescribed by the IRS by regulation, published rules or procedures, or written communication to the contractor. (See 26 C.F.R. §301.6103(n)-1(d); IRS Publication 1075 (Rev. 8-2010).) I. PERFORMANCE In performance of this contract, the contractor agrees to comply with and assume responsibility for compliance by his or her employees with the following requirements: (1) All work will be done under the supervision of the contractor or the contractor's employees. (2) Any return or return information made available in any format shall be used only for the purpose of carrying out the provisions of this contract. Information contained in such material will be treated as confidential and will not be divulged or made known in any manner to any person except as may be necessary in the performance of this contract. Disclosure to anyone other than an officer or employee of the contractor will be prohibited. (3) All returns and return information will be accounted for upon receipt and properly stored before, during, and after processing. In addition, all related output will be given the same level of protection as required for the source material. (4) The contractor certifies that the data processed during the performance of this contract will be completely purged from all data storage components of his or her computer facility, and no output will be retained by the contractor at the time the work is completed. If immediate purging of all data storage components is not possible, the contractor certifies that any IRS data remaining in any storage component will be safeguarded to prevent unauthorized disclosures. (5) Any spoilage or any intermediate hard copy printout that may result during the processing of IRS data will be given to the agency or his or her designee. When this is not possible, the contractor will be responsible for the destruction of the spoilage or any intermediate hard copy printouts, and will provide the agency or his or her designee with a statement containing the date of destruction, description of material destroyed, and the method used. (6) All computer systems receiving, processing, storing, or transmitting Federal tax information must meet the requirements defined in IRS Publication 1075. To meet functional and assurance requirements, the security features of the environment must provide for the managerial, operational, and technical controls. All security features must be available and activated to protect against unauthorized use of and access to Federal tax information. (7) No work involving Federal tax information furnished under this contract will be subcontracted without prior written approval of the IRS.

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(8) The contractor will maintain a list of employees authorized access. Such list will be provided to the agency and, upon request, to the IRS reviewing office. (9) The agency will have the right to void the contract if the contractor fails to provide the described above.

safeguards

II. CRIMINAL/CIVIL SANCTIONS (1) Each officer or employee of any person to whom returns or return information is or may be disclosed will be notified in writing by such person that returns or return information disclosed to such officer or employee can be used only for a purpose and to the extent authorized herein, and that further disclosure of any such returns or return information for a purpose or to an extent unauthorized herein constitutes a felony punishable upon conviction by a fine of as much as $5,000 or imprisonment for as long as 5 years, or both, together with the costs of prosecution. Such person shall also notify each such officer and employee that any such unauthorized further disclosure of returns or return information may also result in an award of civil damages against the officer or employee in an amount not less than $1,000 with respect to each instance of unauthorized disclosure. These penalties are prescribed by IRC sections 7213 and 7431 and set forth at 26 CFR 301.6103(n)-1. (2) Each officer or employee of any person to whom returns or return information is or may be disclosed shall be notified in writing by such person that any return or return information made available in any format shall be used only for the purpose of carrying out the provisions of this contract. Information contained in such material shall be treated as confidential and shall not be divulged or made known in any manner to any person except as may be necessary in the performance of the contract. Inspection by or disclosure to anyone without an official need to know constitutes a criminal misdemeanor punishable upon conviction by a fine of as much as $1,000 or imprisonment for as long as 1 year, or both, together with the costs of prosecution.

Such person shall also notify each such officer and employee that any such unauthorized inspection or disclosure of returns or return information may also result in an award of civil damages against the officer or employee [United States for Federal employees] in an amount equal to the sum of the greater of $1,000 for each act of unauthorized inspection or disclosure with respect to which such defendant is found liable or the sum of the actual damages sustained by the plaintiff as a result of such unauthorized inspection or disclosure plus in the case of a willful inspection or disclosure which is the result of gross negligence, punitive damages, plus the costs of the action. These penalties are prescribed by IRC section 7213A and 7431. (3) Additionally, it is incumbent upon the contractor to inform its officers and employees of the penalties for improper disclosure imposed by the Privacy Act of 1974, 5 U.S.C. 552a. Specifically, 5 U.S.C. 552a(i)(1), which is made applicable to contractors by 5 U.S.C. 552a(m)(1), provides that any officer or employee of a contractor, who by virtue of his/her employment or official position, has possession of or access to agency records which contain individually identifiable information, the disclosure of which is prohibited by the Privacy Act or regulations established thereunder, and who knowing that disclosure of the specific material is prohibited, willfully discloses the material in any manner to any person or agency not entitled to receive it, shall be guilty of a misdemeanor and fined not more than $5,000. (4) Granting a contractor access to FTI must be preceded by certifying that each individual understands the agency’s security policy and procedures for safeguarding IRS information. Contractors must maintain their authorization to access FTI through annual recertification. The initial certification and recertification must be documented and placed in the agency's files for review. As part of the certification and at least annually afterwards, contractors should be advised of the provisions of IRC Sections 7431, 7213, and 7213A (see Exhibit 6, IRC Sec. 7431 Civil Damages for Unauthorized Disclosure of Returns and Return Information and Exhibit 5, IRC Sec. 7213 Unauthorized Disclosure of Information). The training provided before the initial certification and annually thereafter must also cover the incident response policy and procedure for reporting unauthorized disclosures and data

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

breaches. (See Section 10) For both the initial certification and the annual certification, the contractor should sign, either with ink or electronic signature, a confidentiality statement certifying their 1 understanding of the security requirements. III. INSPECTION The IRS and the Agency shall have the right to send its officers and employees into the offices and plants of the contractor for inspection of the facilities and operations provided for the performance of any work under this contract. On the basis of such inspection, specific measures may be required in cases where the contractor is found to be noncompliant with contract safeguards. REFERENCES

26 U.S.C. §6103(n) Pursuant to regulations prescribed by the Secretary, returns and return information may be disclosed to any person, including any person described in section 7513 (a), to the extent necessary in connection with the processing, storage, transmission, and reproduction of such returns and return information, the programming, maintenance, repair, testing, and procurement of equipment, and the providing of other services, for purposes of tax administration. 26 C.F.R. §301.6103(n)-1 Disclosure of returns and return information in connection with procurement of property and services for tax administration purposes. (a) General rule. Pursuant to the provisions of section 6103(n) of the Internal Revenue Code and subject to the requirements of paragraphs (b), (c), and (d) of this section, officers or employees of the Treasury Department, a State tax agency, the Social Security Administration, or the Department of Justice, are authorized to disclose returns and return information (as defined in section 6103(b)) to any person (including, in the case of the Treasury Department, any person described in section 7513(a)), or to an officer or employee of such person, to the extent necessary in connection with contractual procurement of— (1) Equipment or other property, or (2) Services relating to the processing, storage, transmission, or reproduction of such returns or return information, the programming, maintenance, repair, or testing of equipment or other property, or the providing of other services, for purposes of tax administration (as defined in section 6103(b)(4)). No person, or officer or employee of such person, to whom a return or return information is disclosed by an officer or employee of the Treasury Department, the State tax agency, the Social Security Administration, or the Department of Justice, under the authority of this paragraph shall in turn disclose such return or return information for any purpose other than as described in this paragraph, and no such further disclosure for any such described purpose shall be made by such person, officer, or employee to anyone, other than another officer or employee of such person whose duties or responsibilities require such disclosure for a purpose described in this paragraph, without written approval by the Internal Revenue Service. (b) Limitations. For purposes of paragraph (a) of this section, disclosure of returns or return information in connection with contractual procurement of property or services described in such paragraph will be treated as necessary only if such procurement or the performance of such services cannot otherwise be reasonably, properly, or economically carried out or performed without such disclosure.

1

A 30 minute disclosure awareness training video produced by the IRS can be found at http://www.irsvideos.gov/Governments/Safeguards/DisclosureAwarenessTrainingPub4711

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Thus, for example, disclosures of returns or return information to employees of a contractor for purposes of programming, maintaining, repairing, or testing computer equipment used by the Internal Revenue Service or a State tax agency should be made only if such services cannot be reasonably, properly, or economically performed by use of information or other data in a form which does not identify a particular taxpayer. If, however, disclosure of returns or return information is in fact necessary in order for such employees to reasonably, properly, or economically perform the computer related services, such disclosures should be restricted to returns or return information selected or appearing at random. Further, for purposes of paragraph (a), disclosure of returns or return information in connection with the contractual procurement of property or services described in such paragraph should be made only to the extent necessary to reasonably, properly, or economically conduct such procurement activity. Thus, for example, if an activity described in paragraph (a) can be reasonably, properly, and economically conducted by disclosure of only parts or portions of a return or if deletion of taxpayer identity information (as defined in section 6103(b)(6) of the Code) reflected on a return would not seriously impair the ability of the contractor or his officers or employees to conduct the activity, then only such parts or portions of the return, or only the return with taxpayer identity information deleted, should be disclosed. (c) Notification requirements. Persons to whom returns or return information is or may be disclosed as authorized by paragraph (a) of this section shall provide written notice to their officers or employees— (1) That returns or return information disclosed to such officer or employee can be used only for a purpose and to the extent authorized by paragraph (a) of this section; (2) That further inspection of any returns or return information for a purpose or to an extent unauthorized by paragraph (a) of this section constitutes a misdemeanor, punishable upon conviction by a fine of as much as $1,000, or imprisonment for as long as 1 year, or both, together with costs of prosecution; (3) That further disclosure of any returns or return information for a purpose or to an extent unauthorized by paragraph (a) of this section constitutes a felony, punishable upon conviction by a fine of as much as $5,000, or imprisonment for as long as 5 years, or both, together with the costs of prosecution; (4) That any such unauthorized further inspection or disclosure of returns or return information may also result in an award of civil damages against any person who is not an officer or employee of the United States in an amount not less than $1,000 for each act of unauthorized inspection or disclosure or the sum of actual damages sustained by the plaintiff as a result of such unauthorized disclosure or inspection as well as an award of costs and reasonable attorneys fees; and (5) If such person is an officer or employee of the United States, a conviction for an offense referenced in paragraph (c)(2) or (c)(3) of this section shall result in dismissal from office or discharge from employment. (d) Safeguards. Any person to whom a return or return information is disclosed as authorized by paragraph (a) of this section shall comply with all applicable conditions and requirements which may be prescribed by the Internal Revenue Service for the purposes of protecting the confidentiality of returns and return information and preventing disclosures of returns or return information in a manner unauthorized by paragraph (a). The terms of any contract between the Treasury Department, a State tax agency, the Social Security Administration, or the Department of Justice, and a person pursuant to which a return or return information is or may be disclosed for a purpose described in paragraph (a) shall provide, or shall be amended to provide, that such person, and officers and employees of the person, shall comply with all such applicable conditions and restrictions as may be prescribed by the Service by regulation, published rules or procedures, or written communication to such person. If the Service determines that any person, or an officer or employee of any such person, to whom returns or return information has been disclosed as provided in paragraph (a) has failed to, or does not, satisfy

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

such prescribed conditions or requirements, the Service may take such actions as are deemed necessary to ensure that such conditions or requirements are or will be satisfied, including— (1) Suspension or termination of any duty or obligation arising under a contract with the Treasury Department referred to in this paragraph or suspension of disclosures by the Treasury Department otherwise authorized by paragraph (a) of this section, or (2) Suspension of further disclosures of returns or return information by the Service to the State tax agency, or to the Department of Justice, until the Service determines that such conditions and requirements have been or will be satisfied. (e) Definitions. For purposes of this section— (1) The term Treasury Department includes the Internal Revenue Service and the Office of the Chief Counsel for the Internal Revenue Service; (2) The term State tax agency means an agency, body, or commission described in section 6103(d) of the Code; and (3) The term Department of Justice includes offices of the United States Attorneys. IRS Publication 1075 (Rev. 8-2010) Section 5.5 Control over Processing Processing of FTI, in an electronic media format, including removable media, microfilms, photo impressions, or other formats (including tape reformatting or reproduction or conversion to punch cards, digital images or hard copy printout) will be performed pursuant to one of the following procedures: 5.5.1 Agency Owned and Operated Facility Processing under this method will take place in a manner that will protect the confidentiality of the information on the electronic media. All safeguards outlined in this publication also must be followed and will be subject to IRS safeguard reviews. 5.5.2 Contractor or Agency Shared Facility – Consolidated Data Centers Recipients of FTI are allowed to use a shared facility but only in a manner that does not allow access to FTI by employees, agents, representatives or contractors of other agencies using the shared facility. Note: For purposes of applying sections 6103(l), (m) and (n), the term “agent” includes contractors. Access restrictions pursuant to the IRC authority by which the FTI is received continue to apply. For example, since human services agencies administering benefit eligibility programs may not allow contractor access to any FTI received, their data within the consolidated data center may not be accessed by any contractor of the data center. The requirements in Exhibit 7, Contract Language for General Services, must be included in the contract in accordance with IRC Section 6103(n). The contractor or agency-shared computer facility is also subject to IRS safeguard reviews. Note: The above rules also apply to releasing electronic media to a private contractor or other agency office even if the purpose is merely to erase the old media for reuse. Agencies utilizing consolidated data centers must implement appropriate controls to ensure the protection of FTI, including a service level agreement (SLA) between the agency authorized to receive FTI and the consolidated data center. The SLA should cover the following:

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

1. The agency receiving FTI – whether it is a state revenue, workforce, child support enforcement or human services agency – is responsible for ensuring the protection of all FTI received. However, as the “contractor” for the agency receiving FTI, the consolidated data center shares responsibility for safeguarding FTI as well. 2.Provide written notification to the consolidated data center management that they are bound by the provisions of Publication 1075, relative to protecting all federal tax information within their possession or control. The SLA should also include details concerning the consolidated data center’s responsibilities during a safeguard review and support required to resolve identified findings. 3.The agency will conduct an internal inspection of the consolidated data center every eighteen months (see section 6.3). Multiple agencies sharing a consolidated data center may partner together to conduct a single, comprehensive internal inspection. However, care should be taken to ensure agency representatives do not gain unauthorized access to other agency’s FTI during the internal inspection. 4.The employees from the consolidated data center with access to FTI, including system administrators and programmers, must receive disclosure awareness training prior to access to FTI and annually thereafter and sign a confidentiality statement. This provision also extends to any contractors hired by the consolidated data center that has access to FTI. 5.The specific data breach incident reporting procedures for all consolidated data center employees and contractors. The required disclosure awareness training must include a review of these procedures. 6. consolidated data center, including all contracts involving contractors hired by the consolidated data center. 7.Identify responsibilities for coordination of the 45-day notification of the use of contractors or sub-contractors with access to FTI. Note: Generally, consolidated data centers are either operated by a separate state agency (example: Department of Information Services) or by a private contractor. If an agency is considering transitioning to either a state owned or private vendor consolidated data center, the Office of Safeguards strongly suggests the agency submit a request for discussions with Safeguards as early as possible in the decision-making or implementation planning process. The purpose of these discussions is to ensure the agency remains in compliance with safeguarding requirements during the transition to the consolidated data center. 26 U.S.C. §7213. Unauthorized disclosure of information (a) Returns and return information (1) Federal employees and other persons It shall be unlawful for any officer or employee of the United States or any person described in section 6103(n) (or an officer or employee of any such person), or any former officer or employee, willfully to disclose to any person, except as authorized in this title, any return or return information (as defined in section 6103(b)). Any violation of this paragraph shall be a felony punishable upon conviction by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution, and if such offense is committed by any officer or employee of the United States, he shall, in addition to any other punishment, be dismissed from office or discharged from employment upon conviction for such offense. (2) State and other employees

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

It shall be unlawful for any person (not described in paragraph (1)) willfully to disclose to any person, except as authorized in this title, any return or return information (as defined in section 6103(b)) acquired by him or another person under subsection (d), (i)(3)(B)(i) or (7)(A)(ii), (l)(6), (7), (8), (9), (10), (12), (15), (16), (19), or (20) or (m)(2), (4), (5), (6), or (7) of section 6103. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (3) Other persons It shall be unlawful for any person to whom any return or return information (as defined in section 6103(b)) is disclosed in a manner unauthorized by this title thereafter willfully to print or publish in any manner not provided by law any such return or return information. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (4) Solicitation It shall be unlawful for any person willfully to offer any item of material value in exchange for any return or return information (as defined in section 6103(b)) and to receive as a result of such solicitation any such return or return information. Any violation of this paragraph shall be a felony punishable by a fine in any amount not exceeding $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (5) Shareholders It shall be unlawful for any person to whom a return or return information (as defined in section 6103(b)) is disclosed pursuant to the provisions of section 6103(e)(1)(D)(iii) willfully to disclose such return or return information in any manner not provided by law. Any violation of this paragraph shall be a felony punishable by a fine in any amount not to exceed $5,000, or imprisonment of not more than 5 years, or both, together with the costs of prosecution. (b) Disclosure of operations of manufacturer or producer Any officer or employee of the United States who divulges or makes known in any manner whatever not provided by law to any person the operations, style of work, or apparatus of any manufacturer or producer visited by him in the discharge of his official duties shall be guilty of a misdemeanor and, upon conviction thereof, shall be fined not more than $1,000, or imprisoned not more than 1 year, or both, together with the costs of prosecution; and the offender shall be dismissed from office or discharged from employment. (c) Disclosures by certain delegates of Secretary All provisions of law relating to the disclosure of information, and all provisions of law relating to penalties for unauthorized disclosure of information, which are applicable in respect of any function under this title when performed by an officer or employee of the Treasury Department are likewise applicable in respect of such function when performed by any person who is a "delegate" within the meaning of section 7701(a)(12)(B). (d) Disclosure of software Any person who willfully divulges or makes known software (as defined in section 7612(d)(1)) to any person in violation of section 7612 shall be guilty of a felony and, upon conviction thereof, shall be fined not more than $5,000, or imprisoned not more than 5 years, or both, together with the costs of prosecution. (e) Cross references (1) Penalties for disclosure of information by preparers of returns For penalty for disclosure or use of information by preparers of returns, see section 7216. (2) Penalties for disclosure of confidential information

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

For penalties for disclosure of confidential information by any officer or employee of the United States or any department or agency thereof, see 18 U.S.C. 1905. 26 U.S.C. §7213A. Unauthorized inspection of returns or return information (a) Prohibitions (1) Federal employees and other persons It shall be unlawful for— (A) any officer or employee of the United States, or (B) any person described in subsection (l)(18) or (n) of section 6103 or an officer or employee of any such person, willfully to inspect, except as authorized in this title, any return or return information. (2) State and other employees It shall be unlawful for any person (not described in paragraph (1)) willfully to inspect, except as authorized in this title, any return or return information acquired by such person or another person under a provision of section 6103 referred to in section 7213 (a)(2) or under section 6104 (c). (b) Penalty (1) In general Any violation of subsection (a) shall be punishable upon conviction by a fine in any amount not exceeding $1,000, or imprisonment of not more than 1 year, or both, together with the costs of prosecution. (2) Federal officers or employees An officer or employee of the United States who is convicted of any violation of subsection (a) shall, in addition to any other punishment, be dismissed from office or discharged from employment. (c) Definitions For purposes of this section, the terms “inspect”, “return”, and “return information” have the respective meanings given such terms by section 6103 (b). 26 U.S.C. §7431. Civil damages for unauthorized inspection or disclosure of returns and return information (a) In general (1) Inspection or disclosure by employee of United States If any officer or employee of the United States knowingly, or by reason of negligence, inspects or discloses any return or return information with respect to a taxpayer in violation of any provision of section 6103, such taxpayer may bring a civil action for damages against the United States in a district court of the United States. (2) Inspection or disclosure by a person who is not an employee of United States If any person who is not an officer or employee of the United States knowingly, or by reason of negligence, inspects or discloses any return or return information with respect to a taxpayer in violation of any provision of section 6103, such taxpayer may bring a civil action for damages against such person in a district court of the United States. (b) Exceptions No liability shall arise under this section with respect to any inspection or disclosure -

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

(1) which results from a good faith, but erroneous, interpretation of section 6103, or (2) which is requested by the taxpayer. (c) Damages In any action brought under subsection (a), upon a finding of liability on the part of the defendant, the defendant shall be liable to the plaintiff in an amount equal to the sum of (1) the greater of (A) $1,000 for each act of unauthorized inspection or disclosure of a return or return information with respect to which such defendant is found liable, or (B) the sum of (i) the actual damages sustained by the plaintiff as a result of such unauthorized inspection or disclosure, plus (ii) in the case of a willful inspection or disclosure or an inspection or disclosure which is the result of gross negligence, punitive damages, plus (2) the costs of the action, plus (3) in the case of a plaintiff which is described in section 7430(c)(4)(A)(ii), reasonable attorney’s fees, except that if the defendant is the United States, reasonable attorneys fees may be awarded only if the plaintiff is the prevailing party (as determined under section 7430(c)(4)). (d) Period for bringing action Notwithstanding any other provision of law, an action to enforce any liability created under this section may be brought, without regard to the amount in controversy, at any time within 2 years after the date of discovery by the plaintiff of the unauthorized inspection or disclosure. (e) Notification of unlawful inspection and disclosure If any person is criminally charged by indictment or information with inspection or disclosure of a taxpayer's return or return information in violation of (1) paragraph (1) or (2) of section 7213(a), (2) section 7213A(a), or (3) subparagraph (B) of section 1030(a)(2) of title 18, United States Code, the Secretary shall notify such taxpayer as soon as practicable of such inspection or disclosure. (f) Definitions For purposes of this section, the terms "inspect", "inspection", "return", and "return information" have the respective meanings given such terms by section 6103(b). (g) Extension to information obtained under section 3406 For purposes of this section (1) any information obtained under section 3406 (including information with respect to any payee certification failure under subsection (d) thereof) shall be treated as return information, and (2) any inspection or use of such information other than for purposes of meeting any requirement under section 3406 or (subject to the safeguards set forth in section 6103) for purposes permitted under section 6103 shall be treated as a violation of section 6103. For purposes of subsection (b), the reference to section 6103 shall be treated as including a reference to section 3406. (h) Special rule for information obtained under section 6103(k)(9) For purposes of this section, any reference to section 6103 shall be treated as including a reference to section 6311(e).

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit E – General Provisions & Special Provisions

INCORPORATED BY REFERENCE:

General Provisions: http://www.documents.dgs.ca.gov/pd/poliproc/GSPD401IT14_0905.pdf

Special Provisions for Cloud Computing Services: http://www.dgs.ca.gov/pd/Home/CloudComputing.aspx

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit F – Work Authorization

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit G – Contractor’s Response to IFB 14-144521 Bid

INCORPORATED BY REFERENCE

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State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

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State of California

State of California Department of Technology

Bid IFB 14-145221

Contractor Name to be Inserted Upon Award IFB# 14-145221

Exhibit H – IFB 14-144521

INCORPORATED BY REFERENCE

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State of California

Bid IFB 14-145221

IFB Attachment 3 - Cost Worksheet Part Number 204-1300 204-1301 204-1302 204-1303 204-1304 204-1486 204-1305 204-1306 204-1307 204-1308 204-1309 204-1313 204-1314 204-1487 204-1488 204-1526 204-1527 204-1528 204-1529 204-1530 204-1531 204-1494 204-1495 204-1452 204-1453 204-1454 204-1455 204-1456 204-1457 204-1458 204-1563 204-1564 204-1565 204-1566 204-1477 204-1478 204-1479 204-1480 204-1481 204-1482 204-1483 204-1484 204-1485 204-1468 204-1469 204-1470 204-1471 204-1472 204-1473 12/3/2014 11:41 AM

Description

Annual List Price @ Quantity of 1 per line item

Category 1 (Sales Cloud) Sales Cloud Group Edition Sales Cloud Professional Edition Sales Cloud Enterprise Edition Sales Cloud Unlimited Edition Sales Cloud Contact Manager Edition Sales Cloud Performance Edition Category 2 (Service Cloud) Service Cloud Professional Edition Service Cloud Enterprise Edition Service Cloud Unlimited Edition Service Cloud Knowledge Pack Enterprise Edition Service Cloud Knowledge Pack Unlimited Edition Knowledge Only Enterprise Edition Knowledge Only Unlimited Edition Service Cloud Performance Edition Service Cloud Knowledge Pack Performance Edition Category 3 (Force.com / Salesforce1 Platform) Force.com EE Force.com UE Force.com PXE Force.com App Bundle PXE Force.com App Bundle UE Force.com Admin PXE Force.com Performance Force.com Performance (Admin) Force.com (1 Enterprise Application) Enterprise Edition Force.com (1 Enterprise Application) Unlimited Edition Force.com (1 Light Application) Enterprise Edition Force.com (1 Light Application) Unlimited Edition Force.com (Administrator) User Subscription Enterprise Edition Force.com (Administrator) User Subscription Unlimited Edition Remedyforce Category 4 (Customer Communities) Customer Community Plus (20 Members) Customer Community Plus (100 Members) Customer Community Plus (200 Logins/Month) Customer Community Plus (2000 Logins/Month) Customer Community Members (100 Members) Customer Community Members (500 Members) Customer Community Members (5000 Members) Customer Community Members (25000 Members) Customer Community Members (250000 Members) Customer Community Logins (2000 Logins/Month) Customer Community Logins (20000 Logins/Month) Customer Community Logins (100000 Logins/Month) Customer Community Logins (1000000 Logins/Month) Category 5 (Partner Communites) Partner Community Members (20 Members) Partner Community Members (100 Members) Partner Community Members (500 Members) Partner Community Members (2500 Members) Partner Community Members (10000 Members) Partner Community Logins (200 Logins/Month) p. 137

State of California

Bid IFB 14-145221

IFB Attachment 3 - Cost Worksheet 204-1474 204-1475 204-1476

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Partner Community Logins (1000 Logins/Month) Partner Community Logins (5000 Logins/Month) Partner Community Logins (20000 Logins/Month)

p. 138

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Bid IFB 14-145221

IFB Attachment 3 - Cost Worksheet Category 6 (Sandbox) 204-1550SB Sandbox (Developer Pro Copy) 204-1547SB Sandbox (Partial Copy) 204-1497SB Sandbox (Full Copy) Category 7 (Support) 204-1365SC Premier Success Plan 204-1367SC Premier+ Success Plan 204-1300GC Government Cloud Premier+ (Enterprise Edition) 204-1301GC Government Cloud Premier+ (Unlimited Edition) Category 8 (Additional Products) 204-1312 Chatter Plus 204-1323 Additional API Calls - 10000 per day (price is per org) 204-1335 Data Storage (50MB) (price is per org) 204-1339 Data Storage (500MB) (price is per org) 204-1342 File Storage (1GB) (price is per org) 204-1343 File Storage (10GB) (price is per org) 204-1351 Live Agent 204-1352 Mobile 204-1435 Marketing Cloud Package Basic 204-1436 Marketing Cloud Package Pro 204-1437 Marketing Cloud Package Corporate 204-1401 Marketing Cloud Package Enterprise 204-1402 Radian6 Basic 204-1403 Radian6 Pro 204-1404 Radian6 Corporate 204-1405 Radian6 Enterprise 204-1418 On-Site Training (Price is per day + expenses minimum 2 days) 204-1579 Employee Community only 204-1580 Employee Help Desk only 204-1490 Identity Only 204-1537 Pardot - Standard (price is per org) 204-1538 Pardot - Pro (price is per org) 204-1539 Pardot - Ultimate (price is per org) 204-1461 Data.com Corporate Clean 204-1462 Data.com Corporate Prospector 204-1463 Data.com Corporate Records Additional (price is each) 204-1464 Data.com Premium Clean 204-1465 Data.com Premium Prospector 204-1466 Data.com Premium Records Additional (price is each) 204-1467 Data.com Services - QuickStart 204-1491 Work.com Motivate 204-1492 Work.com Align 204-1493 Work.com Perform 204-1551 Lightning Connect (Price is per connection)

TOTAL

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$0.00

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Bid IFB 14-145221

Question and Answers for Bid #IFB 14-145221 - Salesforce Software as a Service (Saas) IFB

5

OVERALL BID QUESTIONS There are no questions associated with this bid.    Question Deadline: Dec 10, 2014 10:00:00 AM PST

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