Case Management Systems

The vendor is required to provide for the new cloud-based legal case management system “new system” is to support the current functionality of time matters and application, any new business requirements as currently known and may be discovered during the discovery phase.
- The new system must be accessible anytime anywhere, and integrate with Microsoft o365 suite especially SharePoint, OneDrive and outlook, including synching the outlook and new system calendars, as well as storing emails related to cases.
- Customer will be provided with a written report of performance metrics, including uptime percentage and service support requests, classifications, and response and resolution times, as requested by customer.
- Solution provider and customer shall meet as often as reasonably requested by either party to review the performance of the cloud software/services.
- Solution provider will provide to customer regular status reports during unscheduled downtime, at least once per day or upon customer’s request.
- Solution provider will make updates and upgrades available to customer at no additional cost when solution provider makes such updates and upgrades generally available to its users.
- Customer retains full right and title to data provided by customer and any data derived therefrom, including metadata (collectively, the “customer data”).
- Solution provider shall not collect, access, or use user-specific customer data except as strictly necessary to provide the software and services to customer.
- No information regarding customer’s use of the cloud software/services may be disclosed, provided, rented or sold to any third party for any reason unless required by law.
- Solution provider shall not use any information collected in connection with the agreement, including the customer data, for any purpose other than fulfilling its obligations under the agreement.
- Customer data must remain within the continental states.
- Solution provider must disclose to customer the identity of any third-party host of customer data.
- Solution provider must comply with all applicable laws related to data privacy and security.
- Solution provider shall not access customer user accounts, or customer data, except in the course of data center operations, response to service or technical issues, as required by the express terms of the agreement, or at customer’s written request.
- Solution provider may not share customer data with its parent company, other affiliate, or any other third party without customer’s express written consent.
- Solution provider shall provide a secure environment for customer data, and any hardware and software, including servers, network and data components provided by solution provider as part of its performance, in order to protect, and prevent unauthorized access to and use or modification of, the cloud software/services and customer data.
- Solution provider shall indemnify, defend, and hold customer harmless from and against any and all fines, criminal or civil penalties, judgments, damages and assessments, including reasonable expenses suffered by, accrued against, charged to or recoverable from the agency, on account of the failure of solution provider to perform its “data privacy and security” obligations.
- Contract Period/Term: 10 years    
- Questions/Inquires Deadline: May 16, 2025