US Foods - IDM &AM Support 2017-2020

US Foods (Client) has a ForgeRock AM and IDM platform developed by Hub City Media (HCM). The platform provides a standardized authentication and authorization scheme across Client’s multiple ECommerce applications. This system currently supports one hundred and fifty thousand (150K) identities. Client has a continuous deployment process, releasing changes to the environment most weekends. Client utilizes an automated testing to ensure frequent changes to their environment are tested effectively. The system is a cloud implementation; Client would like to engage HCM for Tier 3 support for system root cause analysis of issues encountered as well as Severity 1 Incident support and resolution.

HCM MSS will be responsible for supporting the following Client platforms:

• ForgeRock IDM 6.5

• ForgeRock AM 6.5

• ForgeRock DS 6.5

• ForgeRock IG 6.5

• Apache Tomcat

• Microsoft Active Directory

• MySQL Database

• Web agents

• Jenkins

• Docker

HCM is only responsible for integration with the following products:

• Up to six (6) OIDC Applications

HCM is responsible for the following infrastructure Platforms with regard to the IAM platform only:

• Amazon Web Services

• Elastic Kubernetes Service

Tier 3 Managed Support Services provides:

• For Production, Pre-production, Stage, Test and Development environments, implement on behalf of, and inform Client of, System Quarterly Security Patching for in scope systems, as appropriate and approved by Client

• For Production, Pre-production, Stage, Test and Development environments, provide scheduled and unscheduled system restart monitoring and support

• For Production, Pre-production, Stage, Test and Development environments, implement and maintain MSS’s preferred monitoring tool 

• For Production, Pre-production, Stage, Test and Development environments, Update up to eight (8) certificates per year in Access Manager related to Application Federation. Procurement of certificates and update of Certificates within applications will be the responsibility of Client Application Owners.

• For Production, Pre-production, Stage, Test and Development environments, if enterprise monitoring software is available and accessible, perform proactive monitoring and system log review (daily)

• For Production, Pre-production, Stage, Test and Development environments, provide Release Management oversight and recommendations for system releases

• For Production, Pre-production, Stage, Test and Development environments, identify and provide a proactive plan to address fixing repetitive, ongoing incidents monthly (Resolution is performed by Client or Enhancement Services staff)

• For Production, Pre-production, Stage, Test and Development environments, actively open, manage, track, report and implement Vendor Service Requests from inception to resolution, providing regular reporting of status 

• For Production, Pre-production, Stage, Test and Development environments, provide regular process improvement recommendations: evaluate systems and provide recommendations on reduction of support time.