Software Request Service Level Agreement (SLA)

Note:  Do not install personal software on MCCCD computers.  Installing programs that don't come from MCCCD puts the college and the District at risk for security and liability issues.

If there are issues with software installed on MCCCD devices, please submit a case in the Customer Service Portal: https://help.maricopa.edu/TDClient/47/GWCC/Requests/Service/788/Report-Software-Issue

Reference Knowledge Bases (KB):

• KBA - Request Software Process
• KBA - ADA Compliance for Student-Used Software
• KBA - Filling out the Privacy and Security Questionnaire (PSQ) Form

The GWCC Software procurement process is detailed in this document. The software request process will begin with the Subject Matter Expert of the software communicating with the vendor/vendors to obtain an accurate quote for the business need. Once the proper quote/quotes have been obtained, the process may begin.

The teams involved in this process are GWC College Technology Services (CTS), MCCCD Legal Services, GWC Fiscal Services, and MCCCD Purchasing. Given the time of year and workload, each group's ability to process a purchase request may vary. The timeline for procurement is heavily dependent on the requested agreement's complexity and cost. 

• Any software licensing being purchased that exceeds $250,000 must be reviewed by the governing board.
• The college's president must review any software request above $50,000.
• Any software over $25,000 must have one of the following:
  • A minimum of three (3) written quotes
  • Reference MCCCD IFB/RFP Contract and/or DO Purchasing-approved Cooperative contract
  • A competition waiver, filled out and sent to Fiscal Service for review and routing approval

A series of checks delineates the CTS portion of the software request process to ensure the right licensing is being purchased for the project's scope.

CTS Checklist - Pre-Purchase ( Timeline 1-2 weeks Pending Workload)

• Security Check - Data integrity and verification of PII
  • A completed Privacy and Security Questionnaire (PSQ) must accompany this check
  • A completed HECVAT or SOC 2 or security documentation will be requested from the vendor
• Enterprise deployment and licensing verification check
  • Verify the software meets our enterprise deployment standards for computer installation (unless cloud)
  • Verify the licensing count requested matches the installation number requested
• Ensure the licensing type requested is compliant with instructional environments (If applicable)
• Americans with Disabilities Act (ADA) - Student-Centric
  • All software used by students requires a VPAT or Accessibility Conformance Report from the vendor.  This will be reviewed for risk assessment.
• Pre-Purchase Process -
  • Contract Life Cycle Management (CLM) Entry
    • Requester and Vendor Contact Information
    • Privacy and Security Questionnaire (PSQ)
    • Signed/Unsigned contract or purchasing documentation
    • Terms and Conditions
    • Approval
  • Create Requisition and ProCard/Pcard
  • Submission of Requisition through FMS approval process to Fiscal

MCCCD DO Legal Review (Contract Lifecycle Management - CLM) (Timeline 3-4 weeks )

• MCCCD Legal reviews documentation included in the CLM record (proposal/quote/invoice/etc.); if any of the docs refer to a URL with additional terms and conditions, we'll download a copy, add it to the record, and review
• Based on PSQ, we will also review the privacy policy and determine if their standard terms are sufficient for what data will be shared/accessed; if they are not, we will send the vendor a copy of our Data Confidentiality and Security Addendum to review and sign (this may incur additional review time)
• If the documentation in the record does not require a signature and P&S has been approved (with or without a signed DCSA), the document will be approved, and a note that TC review is only required will be added to the record, and it will be finalized
• If a signature is required, I will route the agreement to our contracts attorney for signature (and vendor, if needed)
• The timeframe for review is a couple of days for standard TCs, with no CI/PII shared with the vendor (requiring a privacy and security review); a week for PS review as long as the vendor is responsive to our request to review/sign our DCSA--longer if they are not; documentation requiring a signature to finalize adds another day for an MCCCD-only signer, more if the vendor needs to sign too.
• As long as the vendor is responsive to our questions, requests to sign DCSA, or countersign, 1-2 weeks should be enough time to get it through CLM from start to finish. During rush periods, you can give me a heads up, and I can expedite reviews, but keep these to a minimum whenever possible. Ideally, we would like to get TCs reviewed with no PS implications and no signatures needed to be turned around the same day.
• Please note that some agreements are being held up not by Legal/PS review but by the College not launching the workflow as soon as a contract is entered in CLM. Legal can't start until the workflow is approved by the College.

MCC Fiscal Checklist - In Process Purchasing (Timeline 3-4 weeks Pending Workload)

• Reviews Requisition
  • Includes Executed Contract/Agreement and approval with no signatory requirements (CLM approval) and Quote.
  • Reviews competitive quotes (If applicable)
  • Reviews Competition Waiver (If applicable)
  • Approves or Denies (requesting additional information)
• Dispatch Purchase Order
  • The Requestor submits the executed contract and purchase order to the vendor.