Tiburon - Software Support and Maintenance Agreement (Extended)AGREEMENT FOR EXTENDED SERVICE
This Agreement hereinafter referred to as this "ESA", entered into this /0 day of
2005 by and between The City of Gilroy hereinafter called "CLIENT" and
Tiburon, Inc., having its office at 39350 Civic Center Drive, Fremont, California 94538, hereinafter called
"CONTRACTOR."
Witnesseth
WHEREAS, CLIENT has determined that it requires the categories of application software maintenance
on the software systems which have been provided to CLIENT by CONTRACTOR pursuant to the
Agreement for Professional and Technical Services between Tiburon, Inc. and the City of Gilroy, as
awarded (the "Agreement"), effective the 27`h day of October 2001, and which are identified in Attachment
A attached hereto and which are referred to hereinafter collectively as the "Program," and
WHEREAS, CLIENT therefore requires the provision of professional and technical services and materials
as specified in this ESA, and
WHEREAS, CONTRACTOR is qualified to provide the services and materials required by CLIENT as
specified in this ESA.
NOW THEREFORE, in consideration of the mutual covenants contained herein, CLIENT and
CONTRACTOR agree as follows:
Maintenance Period of Performance
The term of this ESA shall begin on the first calendar day following System Acceptance. In
accordance with the terms of this ESA, CONTRACTOR will provide warranty support and, upon
expiration of the warranty period and payment of the applicable maintenance fees, CONTRACTOR
will provide extended support for subsequent maintenance periods. The term under which
CONTRACTOR shall be obligated to perform under this ESA shall be for the time period specified in
Attachment A and shall continue for that time period or until this ESA has otherwise been terminated
as provided for herein.
Statement of Work
With respect to the Program, CONTRACTOR shall perform the following maintenance services:
a) CONTRACTOR shall retain a copy of the Program source code.
b) If during the term of this ESA, (1) CLIENT discovers defects in the Program such that the
Program will not perform in accordance with the specifications as previously accepted by
CLIENT; (2) CLIENT notifies CONTRACTOR of such defects in writing; and (3) such defects are
reproducible, then CONTRACTOR shall provide continuous and uninterrupted effort to resolve
any Priority 1 defect, and shall use CONTRACTOR's' best efforts to timely correct all other
defects.
c) If problems arise concerning the Program, CONTRACTOR shall provide telephone assistance
and support via remote dial -in. If remote support is available, but an on -site visit is required to
correct the defect, CONTRACTOR will travel to the site at no additional charge if the problem lies
with CONTRACTOR's application software. If CLIENT is unable to provide remote dial -in and an
on -site visit is necessary to correct the problem, CONTRACTOR will bill for travel and per diem
costs. If the problem is CLIENT generated and requires an on -site visit , CLIENT is responsible
for all fees and expenses and will be billed at the technical service rate in addition to all
reasonable travel costs.
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d) CONTRACTOR shall provide CLIENT with a minimum of quarterly status reports to include a
summary of site activity and CLIENT requests.
e) CONTRACTOR shall provide a toll -free telephone service for routine operational and technical
assistance.
f) Technical and operational service shall be available during CONTRACTOR'S normal support
hours of 6:00 a.m. to 5:30 p.m. Pacific Time (excluding weekends and Tiburon holidays, ) and at
times outside the normal service window according to the terms defined in the Schedule of
Services and Charges which is attached as Attachment B and incorporated herein by reference.
g) CONTRACTOR shall provide additional services as follows:
1) Provide training, limited enhancements, and install software upgrades including special
tailoring if required, shall be charged at the Technical Service Rate.
2) Provide enhancements on a fixed price basis by amending this ESA.
3) Provide subsystems and/or interface(s) to the existing CLIENT system by amending this
ESA.
h) CONTRACTOR will deliver the then -current release of each software product. Following the
period of performance of the Agreement, CONTRACTOR will provide product updates in
accordance with the terms and conditions of this ESA. If CLIENT desires to deploy comparable
CONTRACTOR application software products designed to operate in a different hardware
environment (such as "N7 vs. "UNIX"), then CONTRACTOR shall provide that comparable
software in place of that which is licensed under the ESA. CONTRACTOR will provide such
software exchange by giving full credit for software license fees paid. Services and hardware
needed to integrate that software into a new/modified CLIENT system environment will be
provided by CONTRACTOR at the then current time and materials rate of CONTRACTOR for all
work performed by CONTRACTOR.
i) CAD system upgrades: Within thirty (30) days after formal version release announcement,
CONTRACTOR will coordinate with CLIENT to implement the version upgrade, which will be
scheduled so it is completed within six (6) months, Such upgrades will be available during both
the Warranty period, as well as extended support periods.
j) RMS system upgrades: During the term of this ESA, CLIENT shall be a designated Beta site for
RMS Version Management Program upgrades at the CLIENT's discretion, and priority scheduling
for implementation.
k) Support to CLIENT Mobile System implementation: Subject to reasonable advance
coordination between CLIENT and CONTRACTOR, CONTRACTOR will schedule and deploy
appropriate technical resources to the CLIENT's facility to support the process of bringing the
remainder of thirty (30) mobile units on line, and to demonstrate the system operates in
accordance with the As -Built Specifications and the terms and conditions of the Professional and
Technical Services Agreement between the City of Gilroy and Tiburon, Inc. dated October 27,
1999 with the full complement of mobile devices fully implemented.
Program Retirement. CONTRACTOR will provide CLIENT with six (6) months written notice in
advance of the retirement of any Program licensed to CLIENT hereunder ("Program Retirement").
Upon the effective date of any such Program Retirement, CONTRACTOR may cease to provide
enhancements or any further development to the affected Program(s), but will continue to provide
maintenance support in accordance with this ESA for the Program(s) for not less than three (3)
years from such effective date. CLIENT acknowledges that certain components or features of
any Program may depend on software supplied to CONTRACTOR by third parties or may depend
on characteristics of the CLIENT's Operating Environment, and in such cases the scope of
maintenance support may be limited by factors outside CONTRATOR's commercially reasonable
control. CLIENT acknowledges that CONTRACTOR's future development and enhancement of
the Program(s) will necessarily result in changes to functionality, and that such changes could
result in the deletion of non -critical or infrequently -used functions, and such changes made in the
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ordinary course of continued development of the Program(s) shall not by themselves constitute
Program Retirement.
In the event the CONTRACTOR adopts CopperfireTm as the lead product for field reporting and
initiates retirement of its ARS product, replacement of ARS with Copperfire will be offered to the
City free of additional license fees for an equivalent number of licensed users.
m) Operating Environment Support. CONTRACTOR' maintenance support will be available for
the Programs functioning with the network communication protocols on which "the Programs are
installed (CLIENT's Operating Environment") until the earlier of five (5) years from the date
CLIENT first commences production use of the Programs or the date on which CONTRACTOR is
otherwise no longer obligated to provide support. As a condition of continued support,
enhancements and development from time to time CLIENT may be required to upgrade
components of CLIENT's Operating Environment to a more recent version of the same
component from the same vendor, and such upgrade shall be a CLIENT's expense. (For
example, Oracle 8 to Oracle 9, Windows 2000 to Windows XP, etc.). CONTRACTOR may
discontinue support of CLIENT's Operating Environment at any time prior to the expiration of the
aforesaid period. If CONTRACTOR does discontinue support then CONTRACTOR shall provide,
at no cost to CLIENT, all commercially reasonable assistance necessary to move the CLIENT to
an alternate operating environment of CLIENT's choice (acquired and installed by CLIENT at
CLIENT's expense) that is then supported by CONTRACTOR. This assistance will include
installation and configuration of the Program(s) in the new operating environment, conversion of
data from the unsupported operating environment to the new operating environment, and training
necessary to operate and maintain the system in the new environment. If the CLIENT elects to
migrate to the alternate operating environment then all terms of the support including the Version
Management Program (VMP) shall remain in effect. If the CLIENT declines to migrate to the
alternate operating environment, then the CLIENT shall forfeit the option to receive new Versions
and Product Releases (as defined in the VMP reference manual), and the terms of the Program
Retirement as set forth in 2(I) above shall apply to the Program(s). Discontinuance of support for
the purposes of this section shall only mean discontinuance of new Versions and Product
Releases. All other support services including maintenance modifications shall continue.
3. CLIENT Responsibilities
CLIENT agrees to provide those services and facilities defined below which are necessary for the
provision of services by CONTRACTOR under this ESA. CLIENT and CONTRACTOR agree that the
scope and schedule of services to be provided by CONTRACTOR under this ESA depends upon the
timely fulfillment of CLIENT responsibilities.
a) CLIENT shall assign a coordinator to ensure that CLIENT's duties set forth in this ESA are met, to
coordinate appropriate schedules in connection with CONTRACTOR'S services hereunder, and
to provide other coordination activities which are necessary for CONTRACTOR to perform its
services hereunder. CLIENT shall maintain performance logs documenting trouble calls and
availability of on-line systems according to procedures provided by CONTRACTOR.
b) CLIENT shall assign individuals who are familiar with the Program and able to provide on -site
technical assistance as required by CONTRACTOR to assist CONTRACTOR in performing its
services hereunder. CLIENT personnel will screen operational assistance calls and handle
operational problems where appropriate.
c) If CLIENT has source code on site, and corrections for reported problems or defects are due
substantially to CLIENT's errors or CLIENT's changes to the system environment, or relate to
CLIENT -modified portions of the Program or to portions of the Program affected by CLIENT -
provided software, or if diagnosis of problems reported erroneously shall be performed by
CONTRACTOR, CLIENT will be charged at the Technical Service Rate, plus applicable travel
and per diem expenses.
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d) If CLIENT has source code on site, any changes or modifications to CONTRACTOR's application
software or to the application software operating environment by CLIENT without
CONTRACTOR' written authorization is an unauthorized change and is in violation of the
Software License Agreement. In the event CLIENT is deemed to be in violation of the terms and
conditions of this ESA, CONTRACTOR reserves the right to terminate this ESA and pursue any
and all legal remedies. CLIENT may be subject to penalties, fines and associated legal fees if
found to be in violation of the Software License Agreement.
e) CLIENT shall ensure that appropriate maintenance activities are carried out on a regularly
scheduled basis in accordance with site documentation. Detailed instructions will be provided in
the documentation and CLIENT's staff will be properly instructed. This includes but is not limited
to backing up the data base and journal logs, purging out of date records and running reports and
performing diagnostics as requested by CONTRACTOR.
f) CLIENT shall provide dial -in access to CLIENT's computer, making it accessible by
CONTRACTOR for remote service. CLIENT is responsible for the provision of all local equipment
(dial -up modems, telephone termination, communications port, etc.) required to support access
by CONTRACTOR. If CLIENT has source code on site, CLIENT shall also compile programs and
run appropriate tests following each remote access as requested by CONTRACTOR. In the event
that CLIENT does not comply with these provisions, Technical Service charges as specified in
Attachment B shall apply.
g) CLIENT shall meet with CONTRACTOR as may be reasonably required to discuss operational
issues and the status of the Program and provide timely responses to issues related to
maintenance and Program performance raised in writing by CONTRACTOR.
h) CLIENT shall update and maintain the input data as maybe required for satisfactory Program
operation, and be responsible for the accuracy of CLIENT -provided data.
i) If the CLIENT has the source code, CLIENT shall provide CONTRACTOR with a complete copy
of the production source code in a format compatible with CONTRACTOR'S support environment
so that CONTRACTOR has ready access to the code for maintenance work. Complete
replacement copies shall be made available on a timely basis upon request by CONTRACTOR.
j) If the CLIENT has the source code, CLIENT shall be responsible for storing a complete copy of
the production source code off site as an emergency back up.
4. Maintenance Payment
Payments due under this ESA shall be made based on invoices submitted in advance for Basic
Services and Options or as incurred for miscellaneous expenses and are due on or before the start of
maintenance period as described at Section 1 and Attachment A.
CLIENT and CONTRACTOR have agreed to the following payment terms:
• This ESA covers five (5) years of extended support following completion of the 12-month
warranty period.
• CLIENT shall make three (3) annual payments of ONE HUNDRED THOUSAND DOLLARS
AND NO CENTS ($100,000.00) on or before the first day of each of the first three (3) years of
extended support following expiration of the warranty period.
• Timely payment of the three (3) annual payments listed above will be considered "payment in
full" for a total of five (5) years of extended support following the expiration of the warranty
period for the products listed on Attachment A to this ESA. Any additions or deletions to that
products listing may result in adjustments to the maintenance fees payable under this ESA.
The amount of any tax, license, or permit fees, but not including taxes on income, that may be
imposed or levied upon this ESA, the transaction, or the materials or services delivered hereto, shall
be added to each invoice and paid by CLIENT in addition to the amounts shown above.
CLIENT shall pay each invoice within thirty (30) days of receipt thereof, or on/before the first day of
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the maintenance period, whichever is later.
5. Independent Contractor
Each party hereto, in performance of this ESA, will be acting in its own capacity. The employees or
agents of one party shall not be deemed or construed to be the employees or agents of the other
party for any purpose whatsoever. CONTRACTOR will be responsible for payment of payroll taxes,
unemployment insurance, and similar obligations with respect to its own employees, and no
deductions shall be made from payments due under this ESA for that or any other related reason.
6. License
With respect to each change, correction, or enhancement to Program furnished to CLIENT under this
ESA, CONTRACTOR grants to CLIENT a perpetual, non-exclusive, non -transferable license to use
such change, correction, or enhancement solely as part of the Program.
7. CLIENT Modifications
If CLIENT has source code on site, CLIENT modifications are prohibited unless prior review and
approval by CONTRACTOR has been granted for the specific changes and the person or entity
making such changes.
At no additional cost to the CLIENT, CONTRACTOR shall provide updates to the CONTRACTOR's
External Interface Software and/or documentation, including all existing screen formats currently
supported by CONTRACTOR, for all legal requirements or modifications mandated by NCIC, or the
CLIENT's respective State, when such requirements or modifications require a programming/source
code change to the Program. Changes mandated or offered by CLIENT's respective City and/or
County are not covered. Changes to State and/or NCIC protocols are considered outside the scope
of this ESA.
Third Party Software and Hardware Maintenance
Third party hardware and/or software maintenance will be provided at the cost stated in Attachment
A. Hardware will be maintained in accordance with the manufacturer's policies and practices.
Software will be maintained in accordance with the manufacturer's license agreement and only to the
extent necessary to remain compatible with the CONTRACTOR application software.
Confidential Information
CONTRACTOR shall regard all CLIENT files and data as CLIENT's confidential information. Unless
required by law, CONTRACTOR shall not release said data to outside parties without written consent
of CLIENT. To the extent allowed by law, CLIENT shall regard all software and documentation
provided by CONTRACTOR as confidential information. Unless required by law, CLIENT shall not
release or provide access to said software and documentation to outside parties without written
consent of CONTRACTOR.
10. Termination
a. Termination Without Cause. CLIENT may terminate this ESA for any reason or no reason by
giving thirty (30) days written notice to Tiburon
b. Termination for Default.
By Either Party. Either party may terminate this ESA by giving written notice to the other
party upon the occurrence of one or more of the following events, each of which is a non-exclusive
Event of Default:
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(a) The other party violates or fails to perform any covenant, provision,
obligation, term or condition contained in this ESA. However, unless otherwise provided in this ESA,
the default will not be cause for termination if the following are satisfied: (1) the default is reasonably
susceptible to cure; and (2) the other party cures the default within thirty (30) days of receipt of written
notice of default; or (3) provides a plan for cure acceptable to the other party which acceptance for
said plan will not be unreasonably withheld,
(b) The other party attempts to assign, terminate, or cancel this ESA
contrary to the terms of this ESA;
(c) The other party takes or fails to take any action which constitutes
grounds for termination under the terms of this ESA, including but not limited to failure to comply with
the insurance requirements contained Sectionl1; or
(d) The other party ceases to do business as a going concern, makes an
assignment for the benefit of creditors, admits in writing its inability to pay debts as they become due,
files a petition in bankruptcy, or has an involuntary bankruptcy petition filed against it (except in
connection with a reorganization under which the business of the party is continued and performance
of all of its obligations under this ESA will continue), or if a receiver, trustee, or liquidator is appointed
for it or any substantial part of the party's assets or properties.
c. Consequences of Termination
Within thirty (30) days of termination due to CONTRACTOR default of this ESA, CONTRACTOR will
refund, on a pro rata basis, the balance of Software Support and Maintenance Fees paid by CLIENT
in accordance with Attachment A to this ESA. The pro rata refund amount will be calculated from the
Termination date to the end of the effective period set forth in Attachment A.
Upon termination of this ESA for any reason, the provisions relating to Confidential Information and
License shall survive.
11. Insurance
CONTRACTOR shall procure and maintain in effect during the term of this ESA insurance coverages
(naming CLIENT, its officers and employees as additional insureds on the comprehensive general liability
and broad form comprehensive general liability insurance policies referred to in (b) immediately below)
with an insurance company or companies authorized to do business in the State of California and
approved by the CLIENT with a Best rating of no less than A:VII the following:
a. Workers' Compensation and Employers Liability insurance in accordance with the laws of the
State of California with liability limits of One Million Dollars ($1,000,000.00) per accident.
b. Comprehensive General Liability and Broad Form Comprehensive General Liability or
Commercial General Liability including bodily injury, personal injury, and property damage in the
amount of a combined single limit of One Million Dollars ($1,000,000), each occurrence, and Two
Million Dollars ($2,000,000) in aggregate limit.
C. Comprehensive Auto Liability including bodily injury, personal injury and property damage in the
amount of a combined single limit of One Million Dollars ($1,000,000.00) each occurrence.
Coverage must include all automobiles utilized by CONTRACTOR performing the Work
hereunder.
d. The following statement shall appear in each certificate of insurance provided the CLIENT by
CONTRACTOR hereunder: "It is agreed that in the event of any material change in, lapse or
cancellation of this policy, thirty (30) calendar days prior written notice will be given to CLIENT."
e. CONTRACTOR shall give prompt written notice to the CLIENT of all known losses, damages, or
injuries to any person or to property of the CLIENT or third persons which may be in any way
related to the Project or for which a claim might be made against the CLIENT. CONTRACTOR
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shall promptly report to the CLIENT all such claims which CONTRACTOR has noticed, whether
related to matters insured or uninsured. No settlement or payment for any claim for loss, injury or
damage or other matter as to which the CLIENT may be charged with an obligation to make any
payment or reimbursement shall be made by CONTRACTOR without the prior written approval of
the CLIENT.
12. Amendments
This ESA may be amended upon mutual written agreement by CLIENT and CONTRACTOR to
include, but not be limited to, additional services and support and equipment and software
replacements and upgrades.
13. Applicable Laws
This ESA shall be construed in accordance with and governed by the laws of the County of Santa
Clara and the state of California.
14. Limitation of Liability and Remedies
a) Limited Warranty
WHILE THIS ESA IS IN EFFECT, CONTRACTOR WARRANTS THAT ALL COMPUTER
PROGRAMS DEVELOPED OR PROVIDED UNDER THIS ESA WILL CONFORM TO
CONTRACTOR'S BASELINE DOCUMENTATION OR OTHER SPECIFICATIONS DEVELOPED
PURSUANT TO THIS ESA FOR THE VERSION OF SOFTWARE INSTALLED UNDER THIS ESA.
THE ABOVE WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING ANY WARRANTY OF MERCHANT ABILITY OR FITNESS FOR A PARTICULAR
PURPOSE.
b) Limitation of Damages and Remedy
CONTRACTOR'S liability hereunder for damages shall not exceed the annual maintenance.charge
paid to CONTRACTOR for the period in which the cause of action occurred. In no event shall
CONTRACTOR be responsible for any indirect, consequential, incidental, or tort damages.
15. Entire Agreement
This ESA sets forth the entire understanding between the parties as to the subject matter hereof and
merges all prior discussions between them, and neither party shall be bound by any prior
representations, conditions, understandings, or warranties except for original system warranties or
those expressly provided herein, or in any surviving terms of prior written agreements between the
parties hereto, or in any written agreements signed by representatives of the parties on or
subsequent to the date of this hereof. No provision appearing on any form originated by CLIENT shall
have any force or effect unless such provision is expressly accepted in writing and signed by a
representative of CONTRACTOR.
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IN WITNESS WHEREOF, the parties have hereunto set their hands on the dates set forth below.
CLIEN
Signature of Authorized Representative
Name (type or print)
TIBURON:
Signature of Authorized Representative
Name (type or print)
Charles L. Nuzum
Aitle, Title
Vice President, Finance & Administration
j o
Date Date '1,f 21 l d�
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ATTACHMENT A
SOFTWARE SUPPORT AND MAINTENANCE FEE
CLIENT NAME: Gilroy Police Department
CONTACT:
Support and Maintenance provided to the CLIENT listed above shall be pursuant to the terms and
conditions of the Agreement for Extended Service ("ESA") between Tiburon, Inc. ("CONTRACTOR") and
the City of Gilroy ("CLIENT") dated
This Attachment A shall become part of said ESA upon signature and shall be effective for a period of
twelve (12) months covering the Warranty period(s) for the Programs listed below.
Following expiration of the Warranty period, extended support shall be provided upon payment of the
Total Fees (annualized) set forth below, and in accordance with the payment terms set forth at Section 4
(Maintenance Payment) in the ESA. This Exhibit A applies only to the application software and software
modules listed below and will be billed in advance unless otherwise set forth in Attachment B. The fees
listed below are the annual fees for services provided under the ESA.
Software Model Months CPU Make Model Serial #
PRMS/Ti
CAD/Ti
Interfaces
Automated
Reporting/Mobile
Data
HP LC2000
12 Netserver
Stratus
12 FT3220
12
12
Additional items from Attachment B (Optional, to be filled in by CLIENT)
Software Model Months CPU Make Model Serial #
User License Total Fees
$20,600
$19,300
$12,500
$10,700
Subtotal: $63,100
User License Total Fees
Subtotal:
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ATTACHMENT B
SCHEDULE OF SERVICES AND CHARGES
Basic Services
CONTRACTOR will provide basic services as defined in the Statement of Work contained in Section 2 of
the Extended Service Agreement for the software systems as defined in Attachment A at the cost also
stated in Attachment A.
Support for NT Computer Aided Dispatch, Message Switch and Corrections Management Systems is 24
hours per day, 7 days per week. Support for other products is from 6:00 a.m. to 5:30 p.m. Pacific
Standard Time, excluding weekends and normal CONTRACTOR holidays, unless the "24/7" Service
Option is selected. In all cases, call -out charges will apply as described below.
"24/7" Service Option $ 7,000 per year per product
Products not normally covered by 24-hour support may optionally be supported with 24-hour coverage
(including CONTRACTOR holidays). Applicable call -out charges continue to apply. If this option is not in
force, technical support requests outside of covered hours are charged at technical service rates as
defined below. Add system description and cost to the additional items section of Attachment A.
Software Upqrade Option Included
New software releases are provided for CLIENT's version of the RISC NT CAD or the SS/2000 and
Relational Data System programs. Installation support, training and customizing documentation maybe
selected at normal technical service rates as listed below.
Prepaid Technical Support Resource Pool Optional
A dollar amount is allocated to a Technical Support Resource Pool. The charges for Technical Support
will always be calculated at the CONTRACTOR facility rate and will be subtracted from this dollar amount
as incurred. Any unused portion of this account is carried over to the next contract year. Include the
additional prepaid amount authorized to the additional items section of Attachment A.
Gold Card Service Option Quote available on request
A total support program tailored for the CLIENT and includes a schedule of on -site visits by
CONTRACTOR personnel for data base management, working with end users to identify and resolve
problems and to apply agreed upon software changes, installation of new software products obtained
through this ESA, and a comprehensive training program. The terms, scope and cost of the Gold Card
Service will be defined in a new attachment to this ESA () and the cost will be included in the optional cost
section in Attachment A.
Operations Review Quote available on request*
CONTRACTOR personnel will visit the CLIENT site periodically and meet with management, operations
and other user personnel to conduct an operations review of the systems and an analysis of the
CLIENT's automation requirements. A report will be produced to include observations and
recommendations as regards the use of the system. Working with the CLIENT, this review will be further
documented in the form of a multi -year automation plan for the CLIENT.
* There will be no charge for this service if total annual maintenance exceeds $30,000.
CONTRACTOR User Group Membership Optional
Two voting memberships in the CONTRACTOR User Group are included in Basic Services. Up to three
additional voting memberships may be purchased for $175 each by adding the number and additional
cost in the optional cost section in Attachment A.
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Technical Service Rates
Technical Services Rates shall be deducted from the Prepaid Technical Support Resource Pool, or if that
option is not available, they shall be invoiced to CLIENT as incurred.
Technical Service Rates
Technical support shall be charged at the following rates:
At CONTRACTOR Facilities: $ 125 per staff hour
At CLIENT Site: $ 150 per staff hour
A minimum of four (4) hours per. occurrence will be charged for work conducted at CONTRACTOR
facilities and a minimum of eight (8) hours at CLIENT site for Technical Services not covered under Basic
Services or"24/7" Service Option as described previously.
2. Materials, Travel and Per Diem Expenses
When applicable, all special materials, plus reasonable travel and per diem expenses shall be charged to
CLIENT at cost.
Call -Out Charges
For systems not covered under 24/7 support, after normal business hours, call -outs will be billed at $250
per call. After the first hour, the rate will be $200 per hour with a two-hour minimum.
4. Remote Access
All charges in the Extended Service Agreement are predicated on CLIENT providing the required
hardware, software, and operating environment for dial -in service. If CLIENT does not provide this
support for dial -in service, the following additional charge will apply:
$500 per month per system supported
In addition, travel and per diem expenses for on -site support required due to lack of remote access will be
charged at actual cost.
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