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May 5, 2022Dear Sir/MadamEnclosed is Addendum No. 2 to SEPTA's Request for Proposal 21‐00256‐AHAC – Service Desk SupportServices for SEPTA’s Information Technology Department for 3 2 YearsThe due date and time for the Proposals scheduled for remains unchanged and are due Thursday, May12, 2022, by 4:30 PM (est).Any inquiries regarding this bid must be directed to, Heather Casullo of the Procurement Supply Chain& DBE Department hcasullo@septa.org (215) 580‐7421.Sincerely,Heather CasulloSr. Contract AdministratorProcurement, Supply Chain & DBEHACEnclosures1

Addendum No. 2May 5, 2022Page 1 of 9Request for Proposal No. 21‐00256‐AHACService Desk Support Services for SEPTA’s Information Technology Department for 3 2 YearsADDENDUM NO. 2ADDENDUM ACKNOWLEDGEMENT SHEETThe attached addendum to the Contract Documents is hereby part of the same and is incorporatedin full as part of the Project. Proposer shall acknowledge Addendum No. 2 by signing and returningthis Acknowledgement Sheet with the Technical Proposal.FIRM NAME (typed or printed)AUTHORIZED SIGNATURETITLENAME (typed or printed)DATEADDENDUM NO. 2:1. Questions and Answers Attached2

RFP 21‐00256‐AHAC Service Desk ServicesQuestions & Answers(SEPTA)Q1. Could you provide volume metric data, such as ticket and/or call volumes?A1. 27,000 tickets in 2021Q2. Is there any self‐service capability with the current tool?A2. For password resets and service ticket submission via emailQ3. Is Septa the owner of Footprints ITSM or the current provider?A3. No, the current provider owns the Footprints software.Q4. If questions are provided by end of day tomorrow, what is the turnaround time for SEPTA’sresponses to those questions? The reason I ask, is the question submission and responsesubmission dates are fairly tight, leaving very little time to adjust proposals based on thoseresponses.A4. Currently due May 12, 2022 by 4:30 pmQ5. Will all vendor questions/responses be provided to all participating vendors? May weplease have a copy of the responses?A5. Yes. See Addendum 2.Q6. I was not able to locate an award date in the document. Is there a presentation/vendormeeting round, or will this RFP go straight to award?A6. If the technical Evaluation team requires questions or interviews they will be scheduled aspart of the evaluation.Q7. Will SEPTA please extend the due for proposal responses?A7. Yes. See addendum 1.Q8.What is the preference of the helpdesk location?A8. No preference.Q9. SEPTA’s facility?A9. See answer to A8Q10.Contractor’s facility?A10. See answer to A8Q11. Hybrid? Some at SEPTA’s and some remote?A11. See answer to A83

Q12.If Contractor’s facility, any location preference?A12. United States.Q13. Is Contractor to provide Level 1 and 2?A13. Level 1 helpdesk, (2) Level 2 on‐site support individualsQ14. Or just 1 and then assign to SEPTA IT?A14. See A13Q15. Is Contractor to provide level one only?A15. See A13Q16. Please provide more details and clarification about the planning, implementation, andtransition of service expected from the Contractor.A16. Upon award the successful vendor will transition, and implement new Service DeskSupport, within 60 days of award and by the end of the current contract expiration ofJanuary 14, 2023.Q17. How are these services being handled currently?A17. Current vendor has an Account Manager that aided in these tasks when starting uporiginal Service DeskQ18. Is there a Service Desk handling these tasks?A18. See A17.Q19. Will all of these activities be performed out of the same location of this Service Desk?A19. Vendor to provide services in accordance with the scope of work provided.Q20. Is there an incumbent Contractor currently providing these services?A20. YesQ21. If there is an incumbent, what is their name?A21. NetrixQ22.Is a Transition Plan needed?A22. YesQ23.Is it a plan to transition the old system to the new system to avoid any loss of service?A23. YesQ24. Is the Team Lead required to be on site?A24. No4

Q25.How many Team Leaders and managers are required IN TOTAL?A25. Vendor to provide their recommendation and or how the service is provided.Q26. How should the Contractor’s Leaders and Managers be specifically titled since RFP isspecific regarding how Service Desk support is to be answered as stated in RFP, Page 25 as“Contractor will answer calls as “SEPTA Service Desk”.A26. SEPTA has no requirement for thisQ27. Are leaders and managers to all be in person at 1234 Market Street location?A27. NoQ28. Or is it a mix with some working remote and some in person?A28. Current Account Manager has worked completely remotely since inception of Service DeskQ29.If the Contractor is to provide two (2) on‐site personnel at 1234 Market Street, 8 hrs./day,5 days/wk., which excludes weekends and Holidays, what are the work hours to this 8hrs./day, 5 days/wk?A29. Generally 8:00AM – 4:30PMQ30.If the Contractor is to provide two (2) on‐site personnel at 1234 Market Street, 8 hrs./day,5 days/wk., which excludes weekends and Holidays, what is SEPTA’s required number ofother personnel and shifts who are to handle the other shifts that include weekends andholidays for the 24x7x365 Service Desk support and incident management?A30. SEPTA personnel will handle off‐hour support for on‐site issues.Q31. For which other location(s) weekends and holidays for the 24x7x365 Service Desk supportand incident management, if applicable?A31. N/AQ32. What other service desk processes do you require that are not defined in RFP?A32. N/AQ33. Would this also be about the Contractor suggesting an upgrade to your current/existingContractor’s automated Information technology service management (ITSM) which canhandle all these requests in one place/platform)?A33. Footprints is currently used.Q34. What format does SEPTA prefer for this training?A34. Typical SEPTA training is 8 hours onsite and online access.Q35. Does SEPTA have an “Incident Management and Assistance Team” for assistance when, incase, incident(s) is/are beyond scope of responsibilities of staff?A35. SEPTA has an escalation procedure for service desk personnel for POC’s in this case.5

Q36. Would this be suggesting an upgrade to your current/existing systems or are you lookingfor the contractor to provide a new self‐service portal to replace OR tosupplement/complement your current portal?A36. Either approach is fine.Q37. Estimate budget to provide for all of the above (if SEPTA expects the Contractor to offeran entire new package of systems)?A37. SEPTA anticipates issuing a 5‐yr contract for 5M, from which we will draw downQ38.Will you need migration of data for the ITSM?A38. Migration may be a need.Q39. Are you looking to add on or expand ITSM FEATURES which were not/are not inFootPrints?A39. Refer to the Scope of Services.Q40.If yes, what features do you wish to have, add on, or expand on in the ITSM system we willuse for SEPTA?A40. Suggestions are welcomedQ41. Please clarify/define “custom”.A41. These refer to reports built by vendorQ42. Please clarify/define “ad‐hoc”.A42. These refer to reports requested at any given time for data from ITSMQ43. What format does SEPTA wish the Contractor to present the monthly reports? Excel orPDF or MS Word, etc.?A43. Any formats may be requested.Q44. Hard copy and/or soft copy?A44. Soft copyQ45. Given that out of the 8 “Standard Reporting” classifications RFP provides, FOUR (4) are“analysis” reports what about the nature of the report modifications, are they mostlydata analysis‐ related reports then?A45. Data derived from ITSMQ46.Please provide more information if report modifications are not all Analysis‐relatedreports.A46. Most reports will be analytic‐related. However, we do expect ad hoc needs and requestthe availability of data to the extent possible to create ad hoc reports.6

Q47. How many for Standard Reporting? (since in “Custom Reports” the RFP mentions:“Contractor will create up to 2 custom reports not already defined above.”A47. SEPTA expects the standard reports to be part of the initial application.Q48. What kind of ad hoc reports is SEPTA referring to?A48. Statistics from ITSM toolQ49. What is the estimated number of ad hoc reports SEPTA had created?A49. 2Q50. Can SEPTA provide the estimated timeline for this activity?A50. Depending on the requirements, SEPTA is flexible as long as schedules are pre‐determinedbetween SEPTA and selected vendor.Q51. If SEPTA “may also create our own ad‐hoc reports would the Contractor need to beinvolved to some degree or in some manner in this activity?A51. Training SEPTA staff on ITSM or providing template for reportQ52. How often and in which format and which communication method does SEPTA prefer orsuggest for the Contractor to use?A52. Depending on severity of incident, SEPTA would directly contact PM for service deskthrough email or direct phone number/text number to elevate serious situationspromptly.Q53. Is this done in a multilingual environment for which it is to be considered as anotherfactor?A53. NoQ54. And yes, which languages are being considered?A54. English preferredQ55. Does SEPTA require our Service Desk Support service to have the knowledge of theselanguages in resolving issues for callers/end users who are not English‐speaking?A55. NoQ56.How many communication channels are there? Digital channels? And what are they?A56. Email and phoneQ57. During standard operation hours, where are SEPTA’s issues mostly derived from? Are theythe incoming data and content from SEPTA’s mobile communication channels –such asenterprise SMS, multimedia (MMS) messages, emails, and phone calls, to websites, IM’s,chat apps, and social media? Please define.A57. E‐mail and phone7

Q58. During non‐standard operation hours, where are SEPTA’s issues mostly derived from?What is the percentage of SEPTA’s issues and from which communication channels sourceare the issues coming from?A58. SEPTA is 24X7 Operations for transit. After hours would mostly come from our Operationsand Control Center. Approximately 5‐10% are recognized during this timeframe.Q59. Is archiving solution a part of this effort as this can include versioning and robustgovernance capabilities on the Contractor’s part to ensure content across all SEPTA’sdigital channelsA59. NoQ60. If so, which archiving method does SEPTA use or is interested at to improve it?A60.NAQ61. When there are issues that need to be resolved that require maintenance will theContractor be involved in “maintenance”?A61. No, we need to be made aware of maintenance windows in advanceQ62. With regards to alert messaging method does SEPTA have a specific criteria andfrequency, etc.?A62. Based on severity level and impact on staffQ63. Are the alerts to be tied to a schedule so that one person is alerted. And if the one staff isunavailable, then it is to be escalated to the next person on call or what?A63. SEPTA expects group notification through email and or phone/text.Q64. Or should certain alerts be sent/forwarded to the right person on the team who is bestable to resolve the issue?A64. Group notification is preferred.Q65. What kind of alerting system does SEPTA use currently?A65. Service Desk ticket and emailQ66.Is SEPTA looking to upgrade or improve or integrate or obtain a new alerting system?A66. Not at this timeQ67. If so, would SEPTA be interested in integrating an automated system with moreautomated features to save cost and time?A67.NAQ68. How has SEPTA been managing critical “IT incident management”?A68. SEPTA works with existing service desk provider and also sends broadcast messages forcritical situations.8