ArcGIS Enterprise Environment Managed Services

The Vendor is required to provide management services for ArcGIS Enterprise environment.
- The City relies heavily on its ArcGIS Enterprise deployment for data visualization, spatial analysis, land use planning, field data collection, and mapping. Maintaining and enhancing these platforms is essential to the City's mission of delivering efficient, informed, and secure public services.
- Servers: Oracle Cloud instances hosting application servers, Web Adapters, Portal, Data Store, Server, and Monitor components in staging and production environments.  
- PostgreSQL: Used as the primary GIS database instance for managing spatial data in both staging and production.   
- The new ArcGIS Enterprise Environment will support the City’s goals of strengthening system security, enhancing performance, and ensuring the reliability of its enterprise GIS platform.
- Servers
•    Manage Oracle Cloud instances, including scaling, patching, and system monitoring.
•    Maintain both staging and production environments with change control documentation.
- GIS Platform
•    Provide license management and technical support for ArcGIS Enterprise components (Portal, Server, Data Store, Web Adapters).
•    Manage Esri ArcGIS applications and ensure integration with related City systems.
•    Support GIS data management, spatial analysis services, and publishing workflows.
- Database
•    Administer PostgreSQL databases (staging and production), including scheduled backups, performance tuning, patching, and security hardening.
•    Perform ongoing database health monitoring and incident response.
- Infrastructure Monitoring
•    Continuously monitor Oracle Cloud Infrastructure (OCI) infrastructure supporting Esri applications to maintain reliable uptime and performance.
•    Utilize advanced monitoring tools for real-time alerts, trend analysis, and reporting.
- Performance Tuning
•    Conduct regular system performance reviews and implement optimization measures.
•    Apply GIS best practices for resource allocation and workload balancing.
- Maintenance
•    Perform routine updates and patches for both OCI and Esri environments.
•    Coordinate scheduled maintenance windows with proactive communication to the City.
- Backup and Disaster Recovery
•    Implement reliable, tested backup solutions and disaster recovery plans specific to GIS data and applications.
•    Provide manual failover support within the passive disaster recovery environment to ensure service continuity.
•    Maintain compliance with City security standards through regular audits and vulnerability assessments.
- Incident Severity Levels, Emergency SLA, and Escalation Requirements
•    The vendor shall provide 24x7 support for the City’s GIS Enterprise on Oracle Cloud Infrastructure (OCI) for critical or major incidents, and business-hours support for non-critical incidents. Business hours are defined as Monday through Friday, 7:30 a.m. – 5:30 p.m. (Pacific Time).