NDIA Salesforce Backup and Disaster Recovery Solution

Overview The National Disability Insurance Agency (NDIA) is seeking submissions for the provision of a Salesforce licensing and storage capability, specifically a Salesforce backup and disaster recovery solution. About The NDIA operates a large, complex and highly integrated Salesforce implementation that supports services delivered to more than 1.7 million participants and over 200,000 provider staff. The Salesforce environment currently contains more than 2.5TB of production data and is experiencing significant growth. The platform processes approximately 400,000 claims per day and comprises multiple Salesforce clouds, including Service Cloud, Health Cloud and Insurance Cloud, together with associated integrations, automation, metadata, configuration, files and attachments. Scope The scope includes provision of a Salesforce backup, restore and disaster recovery solution that: Protects Agency Salesforce data and metadata Enables rapid and verifiable recovery Supports Australian data residency and security obligations Aligns with Australian Government cyber-security and privacy policy settings Integrates with Agency operational, assurance and governance processes A Fully Managed Service delivery model is preferred where it improves resilience, assurance, and operational outcomes. Information Requested The Potential Supplier must demonstrate in its response, and provide sufficient information and evidence of, how its proposed solution and service model satisfies each requirement to enable the NDIA to assess its capability to deliver the Requirement. The evidence provided must include, at a minimum: A description of the proposed Salesforce backup, restore and disaster recovery solution, including its key features, functional capabilities and service model Evidence that the proposed solution is an established, production-ready offering currently operating in enterprise-scale environments Details of relevant customer engagements and examples of comparable Salesforce backup, restore and disaster recovery services delivered to large, complex, business-critical or mission-critical organisations Evidence demonstrating the solution's capability to support enterprise-scale Salesforce environments, including supported data volumes, transaction volumes, backup volumes, restore volumes, recovery performance and service availability Details of the Supplier's managed service operating model, including service scope, roles and responsibilities, support arrangements, service hours, escalation processes, monitoring, reporting and issue management practices Details of the solution's backup, restore, disaster recovery, point-in-time recovery and large-scale restoration capabilities, including any applicable limitations, dependencies or constraints Evidence of the Supplier's security, privacy, audit, access management and data protection controls, including relevant policies, procedures and technical safeguards Evidence of arrangements to maintain continuity of service during transition-in, transition-out, change implementation, incident response and disaster recovery events Details of relevant certifications, accreditations, assurance reports, independent audit reports, security attestations and other third-party assessments relevant to the proposed solution and services Information regarding any assumptions, exclusions, dependencies, prerequisites or constraints that may affect the Supplier's ability to satisfy the Conditions for Participation or deliver the Requirement Enquiries Contact: Contact Officer Email: tenders@ndis.gov.au