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Home My WebLink AboutExhibit 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 a0a3-2010 Ornnitrak MIPDLS01 (15/1R/O9 - 5/ 1/10 $13.987.50 LE G Oi Ec Or Le Cc Or Q lm M&SP MAINTENANCE AND SUPPORT AGREEMENT NO. SA #001287-D00 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 bontact by Customer, as opposed to written contact by j facsimile or letter. Resolution Procedures are based upon Sellers procedures for Service as described below. 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 if 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 orCustomer`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 - S 4 1 otal System Failure - occurs when the System is Telephone response Resolve within 24 of functioning and there is no workaround; such within 1 hour of initial iours of initial s a -Central Server is down or when the workflow voice notification iotification f an entire agency is not functioning. 2 ritical 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 workinitial voice nitial notification round. Note that this may not be applicable to notification ntermittent problems. 3 on -Critical Failure - Non -Critical part or Telephone response Resolve within. ponent failure occurs when a System within 6 Standard 180 days in a -omponent is not functioning, but the System is still Business Hours of Seller -determined seable for its intended purpose, or there is a initial notification Patch or easonable workaround. Release. 4 inconvenience - An inconvenience occurs when Telephone response Nt Seller's System causes a minor disruption in the way tasks within 2 Standard Jiscretion, may re performed but does not stop workflow. Business Days of a in a future initial notification Release. 5o mer request for an enhancement to System Determined by If accepted by unctionality is the responsibility of Seder's ProductSeller's Product eller's Product Management. Management. Management, a Blease date will e provided with fee schedule, hen ro riate. 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 if 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 orCustomer`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, Seiler 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 S Page 3 ver. 5.22.07 Exhibit C SUPPORT PLAN OPTIONS AND PRICING WORKSHEET Maintenance and Support Agreement # SA # 001287-000 Date April 16, 2008 New Term Effective Start May 16, 2009 End May 31, 2012 CUSTOMER: Miami Police Department BILLING AGENCY: Address (1): Business Management Section Address (1): Address (2): 400 North West 2nd Avenue, 4th Address (2): floor CITY, STATE, ZIP CODE: Miami, FL 33128 CITY, STATE, ZIP CODE: CONTACT NAME: CONTACT NAME: CONTACT TITLE CONTACT TITLE TELEPHONE: TELEPHONE: FAX: PAX - For support on products below, please contact Customer Support at (800) 734-6241 or email at cscenter@motorola.com. ❑ AFIS System ❑ LiveScan- Station ® PdntrakTm BIS System STANDARD SLLPPORT ® Advantage—Software Support $ See Annual fees below ♦ 8 a.m. — 5 p.m. Monday to Friday PPM ♦ Automatic Call Escalation ♦ Unlimited Telephone Support ♦ Access to Motorola Support Website ♦ Remote Dial -In Analysis ♦ Software Customer Alert Bulletins ♦ Supplemental Releases & Updates ♦ Telephone Response: 2 Hour ♦ Standard Releases & Updates STANDARD SUPPORT TOTAL $ SUPPORT OPTIONS ® On -Site Hardware Support $ See Annual fees Wow ♦ 8 am. — 5 p.m. Monday -Friday PPM ♦ Hardware Vendor liaison ♦ Next day PPM On-site Response ♦ Equipment Inventory Detail Management ♦ Product Repair ♦ Hardware Service Reporting ♦ Defective Parts Replacement ♦ Hardware Customer Alert Bulletins ♦ Escalation Support ® Parts Support $ See Annual fees below ♦ Parts Ordered & Shipped Next Business Day ♦ Parts Customer Alert Bulletins ♦ ff customer is providing their own on-site hardware support, the following applies: • Customer Orders &.Replaces Parts + Telephone Technical Support for Parts Replacement Available ❑ UPLIFTS ♦ Increase PPM to $ ♦ Increase Response Time to $ SUPPORT OPTIONS TOTAL $ THIRD PARTY SUPPORTANNUALFEE THIRD PARTY VENDOR NAME: $ ♦ TERM DATE: ♦ COVERAGE: THIRD PARTY SUPPORT TOTAL $ Prepared by. GathyGrtega, (714) 532-2137, cortegaLmotorola.com FULL TERM FEE YEAR 1 TOTAL.' $ 25.825.00 FULL TERM FEE YEAR 2 TOTAL: $ 26.034.00 FULL TERM FEE YEAR 3 TOTAL: $ 27,342.00 'Exchrsiveoffaxes ifapplicable M&SA, Exhibit C Page 4 ver. 5.22.07 Exhibit D CURRENT BILLABLE RATES MAINTENANCE AND SUPPORT AGREEMENT NO. SA #001287-000 CUSTOMER: The following are Seller's current billable rates, subject to an annual change. COVERAGE HOURS (PPM) T BILLABLE RATES (OUTSIDE THE SCOPE OF A CURRENT . EXECUTED AGREEMENT) .0 per hour, 2 hours minimum Saturday,After 5p, ... . Printrak, A Motorola Company Maintenance and Support Agreement #001287-000 CITY OF MIAMI, a municipal Corporation of the State of Florida ATTEST: PRISCILLA THOMPSON c/ �� PEDRO G. HERNANDEZ CITY CLERK CITY MANAGER APPROVED AS T INSURANCE APPROVED AS TO FORM AND PPOTTMP NT. CORRECTNESS: LEE B JULIE . %UfSKAGNENT CITY ATTE