HomeMy WebLinkAboutExhibit AExhibit A
DESCRIPTION OF COVERED PRODUCTS
MAINTENANCE AND SUPPORT AGREEMENT NO. SA #001287-000
CUSTOMER: City of Miami
The following table lists the Products under maintenance coverage:
Equipment
Node Name
Term
2009-2010
Omnitrak
MIPDLS01
05/16/09 - 5/31/10
$13,987.50
Lexmark
MIPDCP01
05/16/09 - 5/31/10
$218.75
Color
MIPDVP01
05/16/09 - 5/31/10
$112.50
Omnitrak
MIPDLS02
05/16/09 - 5/31/10
$11,506.25
Year 1 Total
$25,825.00
Equipment
Node Mame
Term
2010-2011
Omnitrak
MIPDLS01
06/01/10 - 5/31/11
$14,100.00
Lexmark
MIPDCP01
06/01/10 - 5/31/11
$216..00
Color
MIPDVP01
06/01/10 - 5/31/11
$120.00
Omnitrak
MIPDLS02
06/01/10 - 5/31/11
$11,598.00
Year 2 Total
$26,034.00
Equipment
Node Name
Term
2011-2012
Omnitrak
MIPDLS01
06/01/11 - 5/31/12
$14,808.00
Lexmark
MIPDCP01
06/01/11 - 5/31/12
$228.00
Color
MIPDVP01
06/01/11 - 5/31/12
$126.00
Omnitrak
I MIPDLS02
06/01/11 - 5/31/12 1
$12,180.00
Year 3 Total
$27,342.00
M&SA, Exhibit A Page 1 ver. 5.22.07
MAINTENANCE AND SUPPORT AGREEMENT NO. SA #001287-000
Exhibit B SUPPORT PLAN
This Support Plan is a Statement of Work that provides a description of the support to be performed.
1. Services Provided. The Services provided are based on the Severity Levels as defined herein.
Each Severity Level defines the actions that will be taken by Seller for Response Time, Target Resolution
Time, and Resolution Procedure for reported errors. Because of the urgency involved, Response Times
for Severity Levels 1 and 2 are based upon voice contact by Customer, as opposed to written contact by
facsimile or letter. Resolution Procedures are based upon Seller's procedures for Service as described
below. I
1 Total System Failure - occurs when the System is
elephone response
Resolve within 24
of functioning and there is no workaround; such
Rhin 1 hour of initial
hours of initial
s a Central Server is down or when the workflow
voice notification
notification
of an entire a ency is not function in g.
2 Dritical Failure - Critical process failure occurs
Telephone response
Resolve within 7
hen a crucial element in the System that does not
within 3 Standard
Standard
rohibit continuance of basic operations is not
Business Hours of
Business Days of
unctioning and there is usually no suitable work-
initial voice
initial notification
round. Note that this may not be applicable to
notification
ntermittent problems.
3 Non -Critical Failure - Non -Critical part or
Telephone response
Resolve within
component failure occurs when a System
within 6 Standard
180 days in a
component is not functioning, but the System is still
Business Hours of
Seller -determined
useable for its intended purpose, or there is a
initial notification
Patch or
reasonable workaround.
Release.
4 Inconvenience - An inconvenience occurs when
Telephone response
At Seller's
ystem causes a minor disruption in the way tasks
within 2 Standard
discretion, may
re performed but does not stop workflow.
Business Days of
be in a future
initial notification
Release.
5 Dustomer request for an enhancement to System
Determined by
If accepted by
unctionality is the responsibility of Seller's Product
Seller's Product
Seller's Product
Management.
Management.
Management, a
release date will
e provided with
a fee schedule,
when
appropriate.
1.1 Reporting a Problem. Customer shall assign an initial Severity Level for each error
reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency
involved, Severity Level 1 or 2 problems must be reported verbally to the Seller's call intake center.
Seller will notify the Customer U Seller makes any changes in Severity Level (up or down) of any
Customer -reported problem.
1.2 Seller Response. Seller will use best efforts to provide Customer with a resolution within
the appropriate Target Resolution Time and in accordance with the assigned Severity Level when
Customer allows timely access to the System and Seller diagnostics indicate that a Residual Error is
present in the Software. Target Resolution Times may not apply if an error cannot be reproduced on a
regular basis on either Seller's or Customer's Systems. Should Customer report an error that Seller
cannot reproduce, Seller may enable a detail error capture/logging process to monitor the System. If
Seller is unable to correct the reported Residual Error within the specified Target Resolution Time, Seller
will escalate its procedure and assign such personnel or designee to correct such Residual Error
promptly, Should Seller, in its sole discretion, determine that such Residual Error is not present in its
Release, Seller will verify. (a) the Software operates in conformity to the System Specifications, (b) the
M&SA, Exhibit B Page 2 ver. 5.22.07
Software is being used in a manner for which it was intended or designed, and (c) the Software is used
only with approved hardware or software. The Target Resolution Time shall not commence until such
time as the verification procedures are completed.
1.3 Error Correction Status Report. Seller will provide verbal status reports on Severity Level
1 and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System
Administrator on a monthly basis.
2. Customer Responsibility.
2.1 Customer is responsible for running any installed anti-virus software.
2.2 Operating System COS") Upgrades. Unless otherwise stated herein, Customer is
responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer should
contact Seller to verify that a given OS upgrade is appropriate.
3. Seller Responsibility.
3.1 Anti-virus software. At Customer's request, Seller will make every reasonable effort to
test and verify specific anti-virus, anti -worm, or anti -hacker patches against a replication of Customer's
application. Seller will respond to any reported problem as an escalated support call_
3.2 Customer Notifications. Seller shall provide access to (a) Field Changes; (b) Customer
Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable.
3.3 Account Reviews. Seller shall provide annual account reviews to include (a) service
history of site; (b) downtime analysis; and (c) service trend analysis.
3.4 Remote Installation. At Customer's request, Seller will provide remote installation advice
or assistance for Updates.
3.5 Software Release Compatibility. At Customer's request, Seller will provide: (a) current
list of compatible hardware operating system releases, if applicable; and (b) a list of Seller's Software
Supplemental or Standard Releases.
3.6 On -Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be
investigated and corrected from Seller's facilities. Seller shall decide whether on-site correction of any
Residual Error is required and will take appropriate action.
4. Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to Software and
interfaces to those Products) Unless otherwise stated herein, compliance to local, county, state and/or
federally mandated changes, including but not limited to IBR, UCR, ECARS, NCIC and state interfaces
are not part of the covered Services.
(The below listed terms are applicable only when the Maintenance and Support Agreement includes
Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and
Support Agreement)
5. On-site Product Technical Support Services. Seller shall furnish labor and parts required due to
normal wear to restore the Equipment to good operating condition.
5.1 Seller Response. Seller will provide telephone and on-site response to Central Site,
defined as the Customer's primary data processing facility, and Remote Site, defined as any site outside
the Central Site, as shown in Support Plan Options and Pricing Worksheet.
5.2 At Customer's request, Seller shall provide continuous effort to repair a reported problem
beyond the PPM. Provided Customer gives Seller access to the Equipment before the end of the PPM,
Seller shall extend a two (2) hour grace period beyond PPM at no charge. Following this grace period,
any additional on-site labor support shall be invoiced on a time and material basis at Seller's then current
rates for professional services.
M&SA, Exhibit B Page 3 ver. 5.22.07
Exhibit D
CURRENT BILLABLE RATES
MAINTENANCE AND SUPPORT AGREEMENT N0. SA #001287-000
CUSTOMER: i�ff
The following are Seller's current billable rates, subject to an annual change.
COVERAGE HOURS (PPM) BILLABLE RATES
(OUTSIDE THE SCOPEOF A CURRENT
EXECUTED AGREEMENT)
8am-5pm, M -F (local time) $160 per hour, 2 hours minimum
After 5p, Saturday, Sunday, Seller Holidays $240 per hour, 2 hours minimum
COVERAGE
(WITHOUT
8am-5pm, M -F (local time) $320 per hour, 2 hours minimum
After 5p, Saturday, Sunday, Seller Holidays $480 per hour, 2 hours minimum
M&SA, Exhibit D Page 5 ver. 5.22.07