HomeMy WebLinkAbout06-213 Resolution No. 06-213
RESOLUTION
AUTHORIZING EXECUTION OF AN EXTENSION TO MAINTENANCE
AND SUPPORT AGREEMENT WITH MOTOROLA, INC.
FOR COMPUTER AIDED DISPATCH AND PERIPHERAL SYSTEMS
BE IT RESOLVED BY THE CITY COUNCIL, OF THE CITY OF ELGIN, ILLINOIS,
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS, that
Olufemi Folarin, City Manager,be and is hereby authorized and directed to execute an Extension to
Maintenance and Support Agreement on behalf of the City of Elgin with Motorola,Inc.for computer
aided dispatch and peripheral systems,a copy of which is attached hereto and made a part hereof by
reference.
s/Ed Schock
Ed Schock, Mayor
Presented: September 13, 2006
Adopted: September 13, 2006
Omnibus Vote: Yeas: 7 Nays: 0
Attest:
s/Dolonna Mecum
Dolonna Mecum, City Clerk
. .
MOTOROLA
July 27, 2006
Mr. Henry Gralak
City of Elgin
151 Douglas Avenue
Elgin, IL 60120
RE: Extension to Maintenance and Support Agreement SA 002031-000
CAD and PMDC
Dear Mr. Gralak:
By means of this letter, Motorola, Inc., a Delaware corporation ("Motorola" or "Seller") or Printrak
International Incorporated, a Motorola company (^Printnok^ or "Seller") hereby extends City of Elgin
maintenance and support agreement as referenced above. Enclosed are two (2) copies of the updated
Exhibit A Description of Covered Pnoducts, Exhibit B Support Plan, Exhibit C Support Plan Options and
Pricing Worksheet and Exhibit D Billable Rates for the period December 1, 2008 through November 30,
2007. Pursuant to Section 3.2 of the original agreement as referenced obove, all terms and conditions
shall remain in full force and effect.
Please indicate acceptance of this extension by signing the acceptance block below and return one
copy to my attention at Motorola, Inc., a Delaware corporation or Printrak International
Incorporated, a Motorola company at 1250 North Tustin Avenue, Anaheim, California 92807 or fax
it to my attention at 714-237-0050 on or before November 30, 2006. Failure to return this fully
executed letter on or before November 30, 2006 will result in a lapse in maintenance, which will be
subject to a 10Y6 recertification and reimplementation fee.
If you have any questions or need further clarificationplease contact medirectly at714'575-2804ore-
mail o]ay@motoro\a.uom.
Gincena|y.
Christi 4 Lay
Specia st Contracts Administrator
Motorola, Inc.
Accepted by:
'
nou/uRmL IN City of Elgi" —
Signed by: })��^' �� /J»0��� Signed by: 0,1!
Printed Nak4 'John M. Hiett Printed Name: " nw.A��
Title: MCEI Vice President of Customer SupportTitle:
Alt � � �RD�
Date: ""� � " �""° C� �/3� r`/
Date: ~\ -`=~*^ - wvn
Motorola,mc.Government us've'r",eMot:uySolutions
1250 N Tustin Ave.,Anaheim,o^y2auroo^ Tel ,, 71461cm/3 r`, '1 '.'
. .
Exhibit A
DESCRIPTION OF COVERED PRODUCTS
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031'000
CUSTOMER: City of Elgin
The following table lists the Products under maintenance coverage:
CAD Software/Interfaces
Product Description Node Name Qty
CAD Software CAD Server License— Himalaya S74 Series 2324C 1
GGM Server License— Himalaya S74 Series 1
First GGM PC License 1
GGM System Admin Kit 1
AWW License 50
CAD DSS License Fee 1
Open Query Server License 1
Open Query Client Licenses per License fee 50
ATM Server License 1
ATM Client License Per License Fee 30
AVL Server License 1
Interface Medium MDT 1
E9-1-1 1
Spectracom WWVB 1
Radio 1
Zetron 25 2
Zetron 2100 Alpha Numeric 1
ATM/AVL (2 Way) 1
TDD Interface 1
AWW to ProQ&A 17
Bl Product
Product Description License # Qty
BI Product BI Starter Query Admin/User 5 Pack P028426'005 1
HP Non'Shu• Series—S stem #51493
Product Description Qty
Hardware
1961'B S7600 PROCESSOR W/1 GB MEMORY 2
3861 SERVERNET-ETHERNET CONTROLLER CARD 2
3880 SERVERNET WIDE AREA NET CONCENTRATOR 1
4619 18 GB 15K RPM DISK DRIVE FOR S-SERIES 12
5142 4MM DAT, DDS-3-DESKTOP NO ACL S-SERIES 1
7280 S76X/86X ENCLOSURE (SINGLE W/BASE) 1
7360 S-SERIES POWER SHELF 1
S7X-IPAQ S-SERIES SYSTEM CONSOLE, IPAQ & FLAT PANEL 2
Software
9190 NETBATCH 1
9640 VIEWPOINT 1
SA30 PERFORMANCE MGMT BNDL (HOST 1
SA31V3 PERFORMANCE MGMT BNDL 1
SA57 EXPAND 1
SB81 COBOL85 RUNTIME—S-SERIES 1
SD70 TCP/IP LAN PRINT SPOOLER 1
SE17 ENFORM PLUS 1
SM588V1 RSC/MP HOST 1
SM67V1 RSC/MP WIN32 WINDOWS CLIENT 1
SN73 STANDARD S-SERIES OS PACKAGE 1
SR53 PATHWAY WITH TS/MP (PER CPU 1-4) 2
ADDED: CONTRACT#7360
PMDC
Product Description Version Qty
PMDC Premier MDC Client (41-100 units) V5.13 86
M&SA-Exhibit A 2 ver. 3.8.06
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031-000
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. Because of the
urgency involved, Seller will make every reasonable effort to provide a temporary or work around solution.
When a permanent solution is developed and certified through testing, it will be incorporated in to the
applicable Supplemental and or Standard Release.
SEVERITY . - DEFINITION RESPONSE TIME
LEVEL
1 Total System Failure- occurs when the System is not functioning Telephone conference
and there is no workaround; such as a Central Server is down or within 1 hour of initial voice
when the workflow of an entire agency is not functioning. notification
This level is meant to represent a major issue that results in an
unusable System, Subsystem, Product, or critical features. No
work around or immediate solution is available.
2 Critical Failure- Critical process failure occurs when a crucial Telephone conference
element in the System that does not prohibit continuance of basic within 3 Standard Business
operations is not functioning and there is usually no suitable work-Hours of initial voice
around. Note that this may not be applicable to intermittent notification
problems.
This level is meant to represent a moderate issue that limits a
Customer's normal use of the System, Subsystem, Product or
major non-critical features.
3 Non-Critical Failure- Non-Critical part or component failure Telephone conference
occurs when a System component is not functioning, but the within 6 Standard Business
System is still useable for its intended purpose, or there is a Hours of initial notification
reasonable workaround.
This level is meant to represent a minor issue that does not
preclude use of the System, Subsystem, Product, or critical
features.
4 Inconvenience-An inconvenience occurs when System causes a Telephone conference
minor disruption in the way tasks are performed but does not stop within 2 Standard Business
workflow. Days of initial notification
This level is meant to represent very minor issues, such as
cosmetic issues, documentation errors, general usage questions,
and product or System Update requests.
5 Customer request for an enhancement to System functionality is Determined by Seller's
the responsibility of Seller's Product Management. Product Management.
This level is meant to represent recommendations for product
enhancements or modifications.
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 incoming 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 for Severity 1
and Severity 2 issues within a reasonable 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. 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 a reasonable time, Seller will escalate its procedure and assign such
personnel or designee to correct such Residual Error promptly. Should Seller, in its sole discretion,
M&SA-Exhibit B 3 ver.3.8.06
determine that such Residual Error is not present in its Roleaae. Seller will verify: (a) the Software
operates in conformity to the System Specifications, (b) the 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.
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 (''OS^) Upgrades. Unless otherwise stated henain. Customer is
responsible for any OS upgrades to its System. Before installing any OS upgrode. 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 na/oanas, if applicable; and (b) a list of Seller's Software
Supplemental or Standard Releases
3.6 On-Site Correction. Unless otherwise stated hanain, 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. Decision Support System ("DSS") Products. (Applies to Motorola's PremierCAD Software only).
The CAD DSS products are supported on a consultative basis only with annual consultation hours not to
exceed eight (8) hours. Any additional consultation shall be invoiced on a time and material basis at
Seller's then current rates for professional services.
5. Compliance to Loco/, County, State and/or Federal Mandated Changes. (Applies to Software
and interfaces to those Products) Unless otherwise stated herein, compliance to |ooa|, cnunty, state
and/or federally mandated changen, including but not limited to IBR, UCR, ECARS, NCIC and state
interfaces are not part of the covered Services.
6. Annual System Performance Review and Report. Seller will prepare the following reports to include:
6.1 (Applies to PremierCAD Software only)
(a) System Analysis MEASURE: Evaluate disk and CPU load
PEEK: Evaluate memory availability and use
V|EVVSYS: Evaluate use and availability of PCBs
EyNS/VTyNDS: Review logs for hardware reports
File Sizing Review file sizing on changeable files
M&SA Exhibit B 4 ver.38.00
—
(b) Pathway Analysis Evaluate effectiveness of system configuration for current load
Evaluate TCPlServer statistics
Evaluate efficiency of server class maximum and minimum
settings
(c) Performance TMX Timings: Evaluate application response times
Analysis
6.2 (Applies to Motorola@ Computer Aided Dispatch Software installed on Stratus ftServer only)
Update Equipment drivers
Upload Equipment patches, hot fixes and firmware
Evaluate effectiveness of System configuration for current load based
upon overall CPU Utilization
6.3 Based on the Annual System Performance Review and Reports, Seller's Technical Support
Analyst will review findings and recommend software or hardware changes to improve overall operations.
(The be/ow/ kshodbennu are mpplicab/egn/y when the Maintenance and Support Agreement includes (a)
Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and
Support Agreement;or(b) CAD HP NonStop S-Series hardware in addition to the Seller CAD Software.)
7. 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.
7.1 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.
7.2 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.
7.3 CAD HP NonStop S-Series Service Plans
7.3.1 The following HP electronic support tools are available:
Express Notice A proactive email notification of new software
releases, announcements and updates
Scout for NonStop Servers Once registered, users have the ability to perform
interim product modification (1PM) analysis on
NonStop Kernel systems and to download IPMs
electronically.
Total Information Manager (TIM) A CD collection of support documentation shipped
with the initial system.
Knowledgebase for NonStop Support Once registered, users have access to a powerful
(KBNS) search tool offering quick and easy access to
previously answered technical support questions.
7.3.2 HP NonStop S-Series Service Plan:
Continuous The PPM is 24 hours a day, 7 days a week. On-site response time is
Availability within two (2) hours. Includes on-site coverage for national holidays.
. .
High Availability The PPM is 24 hours a day, 7 days a week. On-site response time is
within four(4) hours. Includes on-site coverage for national holidays.
Enhanced Availability The PPM )sBu.no.-5p.rn. Monday-Friday, excluding national
holidays. On-site response time is next business day.
7.4 Under all CAD HP NonStop Series hardware service plans, coverage will include:
• Perform corrective or scheduled preventive service during the PPM specified in the Plan.
• Log all service requests and furnish telephone and/or on-line diagnostic services from the Seller's
call intake center or the HP Nonstop Support Center (CTNSC) 24 hours per day, 7 days per
week.
• Furnish all labor, parts, materials, and on-site service during the PPM as necessary to ensure HP
NonStop Series hardware is operating in accordance with applicable published specifications.
Replacement parts will be new or equivalent of new in performance. Replaced parts will become
the property of HP.
• Install any mandatory Field Change Order(s) required for the safety or proper operation of
maintained HP NonStop Series hardware.
• Assign an HP Customer Engineer and an alternate who will be responsible for providing service.
• Provide on an annual basis (i) equipment inventory of maintained HP NonStop Series hardware;
and (ii) planning meeting to discuss the current Service Plans and Customer's future
requirements.
M&SA Exhibit B 6 ver.3.8.08
•
Exhibit C
SUPPORT PLAN OPTIONS AND PRICING WORKSHEET
Maintenance and Support Agreement# 002031-000 Date 7/28/06
New Term Effective Start 12/1/06 End 11/30/07
CUSTOMER: City of Elgin BILLING AGENCY:
Address(1): 151 Douglas Avenue Address(1):
Address(2): Address(2):
CITY,STATE,ZIP CODE: Elgin, II 60120 CITY, STATE,ZIP CODE:
CONTACT NAME: Henry F.Gralak CONTACT NAME:
CONTACT TITLE Director of Communications CONTACT TITLE
TELEPHONE: (847)289-2770 TELEPHONE:
FAX: (847)289-2799 FAX:
Email: gralak_h@cityofelgin.org _ Email:
For support on products below,please contact Customer Support at(800)734-6241 or email at cscenter@motorola.com.
►tel PremierCADTM 0 Motorola®Computer Aided Dispatch ® CAD HP NonStopTMSeries hardware
❑ RMS Infotrak1M 0 OffendertrakTM ❑ ImagetrakTM
❑ NetRMS 0 CRIS—Predecessor to NetRMS 0 Cruiser—FBR Replacement
❑ Customer Service Request System ❑ Case Management System ❑ License Permitting System
❑ Enhancements to Products 0 Custom Software 0 Integration Framework
❑ Premier MDCTM ❑ TxMessengerTM 0 AirMobileTM
MOTOROLA SOFTWARE SUPPORT ANNUAL FEE THIRD PARTY SERVICE PROVIDERS ANNUAL FEE
C GOLD/GOLDtrak $ 63,828 ►tel VENDOR NAME:Hummingbird $ 1,318
• 24 hours a day,7 days a week PPM • Product Type/Description: BI Product
• Supplemental Releases • Term Dates: 12/1/06-11/30/07
• Standard Releases • Service Level
• Technical Support Services -Hours of Coverage:24 hours a day,7 days a week PPM
• CAD -Response Time:1 hour telephone response
-Onsite/Software/Parts:Software
❑ GOLD/GOLDtrak $ 13,244 • System ID#(if applicable):n/a
• 24 hours a day, 7 days a week PPM
• Supplemental Releases ® VENDOR NAME:HP $ 27,621
• Standard Releases • Product Type/Description: HP NonStop Series Premier 24 HIGH
• Technical Support Services • Term Dates: 12/1/06-11/30/07
• PMDC • Service Level
-Hours of Coverage:24 hours a day,7 days a week PPM
-Response Time:4 hour on-site response
-Onsite/Software/Parts: HP NonStop Series Operating system and
application
• System ID#(if applicable): 51493
MOTOROLA SOFTWARE SUPPORT TOTAL $ 77,072 THIRD PARTY SERVICE PROVIDER TOTAL $ 28,939
OTHER AVAILABLE OPTIONS ANNUAL FEE
❑ Users Conference Attendance Year Number Attendees Requested $
($2,650 per Attendee)
• Registration fee
• Roundtrip travel for event(booked by Motorola)
• Hotel accommodations(booked by Motorola)
• Rental car(booked by Motorola)
• Daily meal allowance(determined by Motorola guidelines)
❑ Consulting Services-8 Hour Blocks(plus travel fees) $
❑ Other: $
OTHER OPTIONS TOTAL $
Prepared by: Christine Lay, 714-575-2964, clay@motorola.com
FULL TERM FEE GRAND TOTAL* $ 106,011
*Exclusive of taxes if applicable
M&SA-Exhibit C 7 ver.3.8.06
. .
Exhibit D
CURRENT BILLABLE RATES
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031-000
CUSTOMER: City of Elgin
The following are Motorola's current billable rates, subject to an annual change.
COVERAGE HOURS (PPM) BILLABLE RATES
(OUTSIDE THE SCOPE OF A CURRENT
EXECUTED AGREEMENT)
8am-5pm,M-F(local time) $160 per hour,2 hours minimum
After 5p,Saturday,Sunday,Motorola Holidays $240 per hour, 2 hours minimum
COVERAGE HOURS (PPM) BILLABLE RATES
(WITHOUT AN AGREEMENT)
8am-5pm, M-F(local time) $320 per hour,2 hours minimum
After 5p,Saturday,Sunday, Motorola Holidays $480 per hour, 2 hours minimum
M&SA-Exhibit D 8 ver.3.8.06
. ,
��
����p� � ��'��m ��'��m��
July 27, 2006
Mr. Henry Gralak
City of Elgin
151 Douglas Avenue
Elgin, IL 60120
RE: Extension to Maintenance and Support Agreement SA 002031'000
CAD and PMDC
Dear Mr. Gralak:
By means of this letter, Motorola, Inc., a Delaware corporation ("Motorola" or "Seller") or Printrak
International |noorponatad, a Motorola company (^Printrah^ or "Seller") hereby extends City of Elgin
maintenance and support agreement as referenced above. Enclosed are two (2) copies of the updated
Exhibit A Description of Covered Products, Exhibit B Support Plan, Exhibit C Support Plan Options and
Pricing Worksheet and Exhibit D Billable Rates for the period December 1. 2006 through November 30,
2007. Pursuant to Section 3.2 of the original agreement as referenced above, all terms and conditions
shall remain in full force and effect.
Please indicate acceptance of this extension by signing the acceptance block below and return one
copy to my attention at Motorola, Inc., a Delaware corporation or Printrak International
Incorporated, a Motorola company at 1250 North Tustin Avenue, Anaheim, California 92807 or fax
it to my attention at 714-237-0050 on or before November 30, 2006. Failure to return this fully
executed letter on or before November 30, 2006 will result in a lapse in maintenance, which will be
subject to a 10% recertification and reimplementation fee.
If you have any questions or need further clarification, please contact me directly at 714-575-2964 or e-
mai| c.|ay@mohuno|o.00m.
Sincerely,
"
Christi(Lay
Specialist Contracts Administrator
Motorola, Inc.
Accepted by:
MOT0ROLC. ' City ofE|,'
(
� ' '
Signed � � l�� / Oi n�dby��
^ y _ `~^
Printed N. e: John M. Hiett Printed Name: %Ilk _ =^��' .
Title: MCEI Vice President of Customer Support Title:
Date: On 7 A 2006 Date: A— .`0/
Motorola,Inc..Government& swsnx*uc s:yoons
. .
Exhibit A
DESCRIPTION OF COVERED PRODUCTS
MAINTENANCE AND SUPPORT AGREEMENT NO. 083031-080
CUSTOMER: City of Elgin
The following table lists the Products under maintenance coverage:
CAD Software/Interfaces
Product Description Node Name Qty
CAD Software CAD Server License— Himalaya S74 Series 2324C 1
GGM Server License— Himalaya S74 Series 1
First GGM PC License 1
GGM System Admin Kit 1
AWW License 50
CAD DSS License Fee 1
Open Query Server License 1
Open Query Client Licenses per License fee 50
ATM Server License 1
ATM Client License Per License Fee 30
AVL Server License 1
Interface Medium MDT 1
E9-1-1 1
SpontraoomVVVVVB 1
Radio 1
Zetron 25 2
Zetron 2100 Alpha Numeric 1
ATM/AVL (2 Way) 1
TDD Interface 1
AWW to ProQ&A 17
BI Product
Product Description License # Qty
BI Product BI Starter Query Admin/User 5 Pack P028426-005 1
HP Non'8tn* Series—S stem#51493
Product Description Qty
Hardware
1981'B S7600 PROCESSOR W/1 GB MEMORY 2
3861 SERVERNET-ETHERNET CONTROLLER CARD 2
3880 SERVERNET WIDE AREA NET CONCENTRATOR 1
4619 18 GB 15K RPM DISK DRIVE FOR S-SERIES 12
5142 4MM DAT, DDS-3-DESKTOP NO ACL S-SERIES 1
M&SA Exhibit A 1 ver.3.8.06
7280 S76X/86X ENCLOSURE (SINGLE W/BASE) 1
7360 S-SERIES POWER SHELF 1
S7X-IPAQ S-SERIES SYSTEM CONSOLE, IPAQ & FLAT PANEL 2
Software
9190 NETBATCH 1
9640 VIEWPOINT 1
SA30 PERFORMANCE MGMT BNDL (HOST 1
SA31V3 PERFORMANCE MGMT BNDL 1
SA57 EXPAND 1
SB81 COBOL85 RUNTIME—S-SERIES 1
SD70 TCP/IP LAN PRINT SPOOLER 1
SE17 ENFORM PLUS 1
SM588V1 RSC/MP HOST 1
SM67V1 RSC/MP WIN32 WINDOWS CLIENT 1
SN73 STANDARD S-SERIES OS PACKAGE 1
SR53 PATHWAY WITH TS/MP (PER CPU 1-4) 2
ADDED: CONTRACT#7360
PMDC
Product Description Version Qty
PMDC Premier MDC Client (41-100 units) V5.13 86
M&SA-Exhibit A 2 ver.3.8.06
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031-000
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. Because of the
urgency involved, Seller will make every reasonable effort to provide a temporary or work around solution.
When a permanent solution is developed and certified through testing, it will be incorporated in to the
applicable Supplemental and or Standard Release.
SEVERITY DEFINITION RESPbNSE.TIME.
LEVEL
1 Total System Failure- occurs when the System is not functioning Telephone conference
and there is no workaround; such as a Central Server is down or within 1 hour of initial voice
when the workflow of an entire agency is not functioning. notification
This level is meant to represent a major issue that results in an
unusable System, Subsystem, Product, or critical features. No
work around or immediate solution is available.
2 Critical Failure- Critical process failure occurs when a crucial Telephone conference
element in the System that does not prohibit continuance of basic within 3 Standard Business
operations is not functioning and there is usually no suitable work-Hours of initial voice
around. Note that this may not be applicable to intermittent notification
problems.
This level is meant to represent a moderate issue that limits a
Customer's normal use of the System, Subsystem, Product or
major non-critical features.
3 Non-Critical Failure- Non-Critical part or component failure Telephone conference
occurs when a System component is not functioning, but the within 6 Standard Business
System is still useable for its intended purpose, or there is a Hours of initial notification
reasonable workaround.
This level is meant to represent a minor issue that does not
preclude use of the System, Subsystem, Product, or critical
features.
4 Inconvenience-An inconvenience occurs when System causes a Telephone conference
minor disruption in the way tasks are performed but does not stop within 2 Standard Business
workflow. Days of initial notification
This level is meant to represent very minor issues, such as
cosmetic issues, documentation errors, general usage questions,
and product or System Update requests.
5 Customer request for an enhancement to System functionality is Determined by Seller's
the responsibility of Seller's Product Management. Product Management.
This level is meant to represent recommendations for product
enhancements or modifications.
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 incoming 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 for Severity 1
and Severity 2 issues within a reasonable 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. 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 a reasonable time, Seller will escalate its procedure and assign such
personnel or designee to correct such Residual Error promptly. Should Seller, in its sole discretion,
M&SA-Exhibit B 3 ver.3.8.06
determine that such Residual Error is not present in its Re/ease. Seller will verify: (a) the Software
operates in conformity to the System Specifications, (b) the 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.
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 ("OS") Upgrades. Unless otherwise stated henain. 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 na|nases, 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. Decision Support System ("DSS") Products. (Applies to Motorola's PremierCAD Software only).
The CAD DSS products are supported on a consultative basis only with annual consultation hours not to
exceed eight (8) hours. Any additional consultation shall be invoiced on a time and material basis at
Seller's then current rates for professional services.
5. Compliance to Looa/, County, State and/or Federal Mandated Changes. (Applies to Software
and interfaces to those Products) Unless otherwise stated harein, compliance to |oca|, oounty, state
and/or federally mandated changeo, including but not limited to IBR, UCR, ECARS, NCIC and state
interfaces are not part of the covered Services.
S. Annual System Performance Review and Report. Seller will prepare the following reports to include:
6.1 (Applies to PremierCAD Software only)
(a) System Analysis MEASURE: Evaluate disk and CPU load
PEEK: Evaluate memory availability and use
VIEWSYS: Evaluate use and availability of PCBs
EK4S/VTMDS: Review logs for hardware reports
File Sizing Review file sizing on changeable files
M&SA Exhibit B 4 ver.3.8.00
(b) Pathway Analysis Evaluate effectiveness of system configuration for current load
Evaluate TCPlServer statistics
Evaluate efficiency of server class maximum and minimum
settings
(c) Performance TMX Timings: Evaluate application response times
Analysis
6.2 (Applies to Motorola®Computer Aided Dispatch Software installed on Stratus ftServer only)
Update Equipment drivers
Upload Equipment patches, hot fixes and firmware
Evaluate effectiveness of System configuration for current load based
upon overall CPU Utilization
6.3 Based on the Annual System Performance Review and Reports, Seller's Technical Support
Analyst will review findings and recommend software or hardware changes to improve overall operations.
(The below listed terms are applicable only when the Maintenance and Support Agreement includes (a)
Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and
Support Agreement; or(b) CAD HP NonStop S-Series hardware in addition to the Seller CAD Software.)
7. 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.
7.1 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.
7.2 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.
7.3 CAD HP NonStop S-Series Service Plans
7.3.1 The following HP electronic support tools are available:
Express Notice A proactive email notification of new software
releases, announcements and updates
Scout for NonStop Servers Once registered, users have the ability to perform
interim product modification (1PM) analysis on
NonStop Kernel systems and to download IPMs
electronically.
Total Information Manager (TIM) A CD collection of support documentation shipped
with the initial system.
Knowledgebase for NonStop Support Once registered, users have access to a powerful
(KBNS) search tool offering quick and easy access to
previously answered technical support questions.
7.3.2 HP NonStop S-Series Service Plan:
Continuous The PPM is 24 hours a day, 7 days a week. On-site response time is
Availability within two (2) hours. Includes on-site coverage for national holidays.
. ^
High Availability The PPM is 24 hours a day7 days a week. On-site response time is
within four(4) hours. Includes on-site coverage for national holidays.
Enhanced Availability The PPM is 8 a.m. —5 p.m. Monday-Friday, excluding national
holidays. On-site response time is next business day.
7.4 Under all CAD HP NonStop Series hardware service plans, coverage will include:
• Perform corrective or scheduled preventive service during the PPM specified in the Plan.
• Log all service requests and furnish telephone and/or on-line diagnostic services from the Seller's
call intake center or the HP Nonstop Support Center (CTNSC) 24 hours per day, 7 days per
week.
• Furnish all labor, parts, materials, and on-site service during the PPM as necessary to ensure HP
NonStop Series hardware is operating in accordance with applicable published specifications.
Replacement parts will be new or equivalent of new in performance. Replaced parts will become
the property of HP.
• Install any mandatory Field Change Order(s) required for the safety or proper operation of
maintained HP NonStop Series hardware.
• Assign an HP Customer Engineer and an alternate who will be responsible for providing service.
• Provide on an annual basis (i) equipment inventory of maintained HP NonStop Series hardware;
and (ii) planning meeting to discuss the current Service Plans and Customer's future
requirements.
Exhibit C
SUPPORT PLAN OPTIONS AND PRICING WORKSHEET
Maintenance and Support Agreement# 002031-000 Date 7/28/06
New Term Effective Start 12/1/06 End 11/30/07
CUSTOMER: City of Elgin BILLING AGENCY:
Address(1): 151 Douglas Avenue Address(1):
Address(2): Address(2):
CITY,STATE,ZIP CODE: Elgin, II 60120 CITY, STATE,ZIP CODE:
CONTACT NAME: Henry F.Gralak CONTACT NAME:
CONTACT TITLE Director of Communications CONTACT TITLE
TELEPHONE: (847)289-2770 TELEPHONE:
FAX: (847)289-2799 FAX:
Email: gralak h@cityofelgin.org Email:
For support on products below, please contact Customer Support at(800)734-6241 or email at cscenter@motorola.com.
PremierCADTM 0 Motorola®Computer Aided Dispatch ® CAD HP NonStopTMSeries hardware
❑ RMS InfotrakTM ❑ OffendertrakTM ❑ ImagetrakTM
❑ NetRMS ❑ CRIS—Predecessor to NetRMS ❑ Cruiser—FBR Replacement
❑ Customer Service Request System 0 Case Management System ❑ License Permitting System
❑ Enhancements to Products 0 Custom Software 0 Integration Framework
❑ Premier MDCT'" 0 TxMessengerIM ❑ AirMobileTM
MOTOROLA SOFTWARE SUPPORT ANNUAL FEE THIRD PARTY SERVICE PROVIDERS ANNUAL FEE
• GOLD/GOLDtrak $ 63,828 ® VENDOR NAME: Hummingbird $ 1,318
• 24 hours a day,7 days a week PPM • Product Type/Description: BI Product
• Supplemental Releases • Term Dates: 12/1/06-11/30/07
• Standard Releases ♦ Service Level
• Technical Support Services -Hours of Coverage:24 hours a day,7 days a week PPM
• CAD -Response Time:1 hour telephone response
-Onsite/Software/Parts:Software
►:� GOLD/GOLDtrak $ 13,244 • System ID#(if applicable): n/a
• 24 hours a day,7 days a week PPM
• Supplemental Releases ® VENDOR NAME:HP $ 27,621
• Standard Releases • Product Type/Description: HP NonStop Series Premier 24 HIGH
• Technical Support Services • Term Dates: 12/1/06-11/30/07
• PMDC • Service Level
-Hours of Coverage:24 hours a day, 7 days a week PPM
-Response Time:4 hour on-site response
-Onsite/Software/Parts: HP NonStop Series Operating system and
application
• System ID#(if applicable):51493
MOTOROLA SOFTWARE SUPPORT TOTAL $ 77,072 THIRD PARTY SERVICE PROVIDER TOTAL $ 28,939
OTHER AVAILABLE OPTIONS ANNUAL FEE
❑ Users Conference Attendance Year Number Attendees Requested $
($2,650 per Attendee)
• Registration fee
• Roundtrip travel for event(booked by Motorola)
• Hotel accommodations(booked by Motorola)
• Rental car(booked by Motorola)
• Daily meal allowance(determined by Motorola guidelines)
❑ Consulting Services-8 Hour Blocks(plus travel fees) $
❑ Other: $
OTHER OPTIONS TOTAL $
Prepared by: Christine Lay, 714-575-2964, c.lay@motorola.com
FULL TERM FEE GRAND TOTAL* $ 106,011
'Exclusive of taxes if applicable
M&SA-Exhibit C 7 ver.3.8.06
. '^^
Exhibit D
CURRENT BILLABLE RATES
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031-000
CUSTOMER: City of Elgin
The following are Motorola's current billable rates, subject to an annual change.
COVERAGE HOURS (PPM) BILLABLE RATES
(OUTSIDE THE SCOPE OF A CURRENT
EXECUTED AGREEMENT)
8am-5pm,M-F(local time) $160 per hour,2 hours minimum
After 5p,Saturday,Sunday,Motorola Holidays $240 per hour,2 hours minimum
COVERAGE HOURS (PPM) BILLABLE RATES
(WITHOUT AN AGREEMENT)
8am-5pm,M-F(local time) $320 per hour,2 hours minimum
After 5p,Saturday,Sunday,Motorola Holidays $480 per hour,2 hours minimum
M&SA-Exhibit D 8 ver. 3.8.06
C�l OF Cr,.
� ow \ti Agenda Item No. Q_,
,j; § City of Elgin
► ,pi1
August 18, 2006
TO: Mayor and Members of the City Council --
r
FROM: Olufemi Folacin, City Manager `''`'`'''"' ''
Robert Duffy, Deputy Chief of olice
SUBJECT: Renewal of Maintenance Agreement with Motorola for Computer Aided Dispatch
System
PURPOSE
The purpose of this memorandum is to provide the Mayor and members of City Council with
information to consider renewing a contract with Motorola for maintenance and support for the
City's Computer Aided Dispatch (CAD) System.
RECOMMENDATION
ioak
It is recommended that the City Council authorize the City Manager to renew the contract with
Motorola for maintenance and support in the amount of$106,011.
BACKGROUND
The City of Elgin installed a state-of-the-art CAD System in 2003. The system became
operational in December, 2003, and the one year warranty maintenance period began. The
warranty period expired in 2004 and the City contracted with Motorola for on-going
maintenance, support and monitoring of the system. During the last year, Motorola has
performed exceptional work in support of our system and has met all of our expectations for
timeliness and updates. This is a Motorola designed and installed system and only Motorola is
capable of providing this service for the City's CAD System, making it a sole source exception
to the procurement ordinance.
This agreement calls for 24/7 support of all of the software and hardware installed as part of the
system. It allows for any upgrades that may become available, including enhancements. The
Police Department operates the CAD System as part of emergency communications and finds the
product and support to be of a very high quality. This project is supported by the E-911
surcharge.
p
Renewal of Maintenance Agreement with Motorola for Computer Aided Dispatch System
August 18, 2006
Page 2
COMMUNITY GROUPS/INTERESTED PERSONS CONTACTED
None.
FINANCIAL IMPACT
Fis
The total cost of the contract with Motorola is $106,011. There are sufficient funds budgeted
($107,000) and available ($106,656.41) in the 2006 E-911 Fund Budget, account number 220-
0000-791.30-99, Professional Services, to enter into the contract.
EGAL IMPACT
None.
ALTERNATIVES
1. The City may decide to reject this service agreement and direct the Police Department to
seek an alternative source for service.
2. The City may decide to seek separate contract for the maintenance of the hardware and
software separately.
Alik
Respectfully submitted for Council consideration.
rd
Attachment
4"
•
•
'Atpik MOTOROLA
OLA
• July 27,2006 •
Mr. Henry Gralak
City of Elgin
151 Douglas Avenue .
Elgin, IL 60120
RE: Extension to Maintenance and Support Agreement SA 002031-000
CAD and.PMDC
Dear Mr. Gralak:
• By means of this letter, Motorola, Inc., a Delaware corporation ("Motorola" or "Seller") or Printrak
International Incorporated, a Motorola company ("Printrak" or "Seller") hereby extends City of Elgin
• maintenance and support agreement as referenced above. Enclosed are two (2) copies of the updated
Exhibit A'Description of Covered Products, Exhibit B Support Plan, Exhibit C Support Plan Options and
Pricing Worksheet and Exhibit D Billable Rates for the period December 1, 2006 through November 30,
2007. Pursuant to Section 3.2 of the original agreement as referenced above, all terms and conditions
shall remain in full force and effect.
•
Please indicate acceptance of this extension by signing the acceptance block below and return one
copy to my attention at Motorola,Inc., a Delaware corporation or Printrak International
oolk Incorporated,a Motorola company at 1250 North Tustin Avenue,Anaheim, California 92807 or fax
it to my attention at 714-237-0050 on or before November 30,2006. Failure to return this fully
executed letter on or before November 30,2006 will result in a lapse in maintenance,which will be
subject to a 10%recertification and reimplementation fee.
If you have any questions or need further clarification, please contact me directly at 714-575-2964 or e-
mail c.laycmotorola.com.
•
•
Sincerely,
ga _•
Christi Lay
Specialist Contracts Administrator
Motorola, Inc. •
•
Accepted by:
MOTOROL C. City of Elgin
Signed by: /gq#4-/ Signed by:•
Printed N e: John M. Hiett Printed Name:
Title: MCEI Vice President of Customer Support Title:
Date: JUL 2 8 2006
Date: •
•
•
Motorola,lnc,Goyemment&Enterprise Mobility Solutions
1260N.Tustin Ave:,Anaheim,CA 92807 U.S.A. Tel:+1 714 632 8173 Fax:+1 714 237 0050 •
Exhibit
A
DESCRIPTION OF COVERED PRODUCTS
MAINTENANCE AND SUPPORT AGREEMENT NO, 002031-000
CUSTOMER: City of Elgin
The following table lists the Products under maintenance coverage:
CAD Software/Interfaces
Product 1 , Description - Node Name
CAD Software CAD Server License—Himalaya S74 Series 2324C 1
GGM Server License—Himalaya S74 Series 1
First GGM PC License 1
GGM System Admin Kit
AWW License 50
CAD OSS License Fee
Open Query Server License 1
Open Query Client Licenses per License fee 50
ATM Server License 1
ATM Client License Per License Fee 30
AVL Server License 1
Interface Medium MDT 1
dok, E9-1-1 1
Spectracom WWVB 1
Radio
Zetron 25 2
Zetron 2100 Alpha Numeric 1
ATM/AVL(2 Way) 1
TDD Interface 1
AWVV to ProQ&A 17
61 Product
Product ',-- Description -- - _ License# -1 )Qty
81 Product BI Starter Query Admin/User 5 Pack P028426-005 1
HP Non-St.. Series—S -tem#51493
"Product , I 1 , Description , -- , 11- _ - Qty
Hardware
1961-8 S7600 PROCESSOR W/1 GB MEMORY 2
3861 SERVERNET-ETHERNET CONTROLLER CARD 2
- -
3880 SERVERNET WIDE AREA NET CONCENTRATOR 1
4619 18 GB 15K RPM DISK DRIVE FOR S-SERIES 12
5142 4MM DAT,DDS-3-DESKTOP NO ACL S-SERIES 1
M&SA-Exhibit A I vet.3.8.06
Auk
7280 S76X/86X ENCLOSURE(SINGLE W/BASE) 1
7360 S-SERIES POWER SHELF 1
S7X-IPAQ S-SERIES SYSTEM CONSOLE, IPAQ&FLAT PANEL 2
Software
9190 NETBATCH 1
9640 VIEWPOINT
SA30 PERFORMANCE MGMT BNDL(HOST 1
SA31V3 PERFORMANCE MGMT BNDL 1
SA57 EXPAND 1
SB81 COBOL85 RUNTIME—S-SERIES 1
SD70 TCP/1P LAN PRINT SPOOLER 1
SE17 ENFORM PLUS 1
SM588V1 RSC/MP HOST
SM67V1 RSC/MP W1N32 WINDOWS CLIENT 1
SN73 STANDARD S-SERIES OS PACKAGE 1
SR53 PATHWAY WITH TS/MP(PER CPU 1-4) 2
ADDED: CONTRACT#7360
401.,
PMDC
ProductlI I'I Description I - I - Version 0 Qty • i--_1
PMDC Premier MDC Client (41-100 units) V5.13 86
/Mk
MiSA-Exhibit A - 2 vet.3.8.06
MAINTENANCE AND SUPPORT AGREEMENT NO.002031-000
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. Because of the
urgency involved,Seller will make every reasonable effort to provide a temporary or work around solution.
When a permanent solution is developed and certified through testing, it will be incorporated in to the
applicable Supplemental and or Standard Release.
- ---
1 otal System Failure-occurs when the System Is not functioning Telephone conference
and there is no workaround;such as a Central Server is down or within 1 hour of initial voice
when the workflow of an entire agency Is not functioning. notification
This level is meant to represent a major Issue that results in an
unusable System,Subsystem,Product,or critical features. No
work around or immediate solution is available.
2 Critical Failure-Critical process failure occurs when a crucial Telephone conference
element in the System that does not prohibit continuance of basic within 3 Standard Business
operations is not functioning and there is usually no suitable work-Hours of initial voice
around. Note that this may not be applicable to intermittent notification
problems.
This level is meant to represent a moderate issue that limits a
Customer's normal use of the System, Subsystem, Product or
major non-critical features.
3 Non-Critical Failure-Non-Critical part or component failure Telephone conference
occurs when a System component is not functioning,but the within 6 Standard Business
410111k System is still useable for Its intended purpose,or there is a Hours of initial notification
reasonable workaround.
This level is meant to represent a minor issue that does not
preclude use of the System,Subsystem,Product,or critical
features.
4 Inconvenience-An inconvenience occurs when System causes a Telephone conference
minor disruption In the way tasks are performed but does not stop within 2 Standard Business
workflow. Days of initial notification
This level is meant to represent very minor issues,such as
cosmetic issues,documentation errors,general usage questions,
tand product or System Update requests.
5 Customer request for an enhancement to System functionality is Determined by Seller's
the responsibility of Seller's Product Management. Product Management.
This level is meant to represent recommendations for product
enhancements or modifications.
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 incoming 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 for Severity 1
and Severity 2 issues within a reasonable 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. Should Customer report an error that Seller cannot reproduce, Seller may
. enable a detail error capture/logging process to monitor the System. if Seiler is unable to correct the
„now reported Residual Error within a reasonable time, Seller will escalate its procedure and assign such
personnel or designee to correct such Residual Error promptly. Should Seller, In its sole discretion,
Exhibit B 3 ver.3.8.06
.40106. 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 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.
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 ("OS") Upgrades. Unless otherwise stated herein, Customer is
responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer should
contact eller 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
fir..
assistance for Updates.
3.5 Software Release Compatibility. At Customer's request, Seiler 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. Decision Support System ("DSS') Products. (Applies to Motorola's PremierCAD Software only).
The CAD DSS products are supported on a consultative basis only with annual consultation hours not to
exceed eight (8) hours. Any additional consultation shall be Invoiced on a time and material basis at
Seller's then current rates for professional services.
5. 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.
6. Annual System Performance Review and Report. Seller will prepare the following reports to include:
6.1 (Applies to PremlerCAD Software only)
(a) System Analysis MEASURE: Evaluate disk and CPU load
PEEK: Evaluate memory availability and use
VIEWSYS: Evaluate use and availability of PCBs
EMSA/TMDS: Review logs for hardware reports
doo* File Sizing Review file sizing on changeable files
M&SA.Exhibit B 4 ver.3.8.06
i
(b) Pathway Analysis Evaluate effectiveness of system configuration for current load
Evaluate TCP/Server statistics
Evaluate efficiency of server class maximum and minimum
settings
(c) Performance TMX Timings: Evaluate application response times
Analysis
6.2 (Applies to Motorola®Computer Aided Dispatch Software installed on Stratus ftServer only)
Update Equipment drivers
Upload Equipment patches,hot fixes and firmware
Evaluate effectiveness of System configuration for current load based
upon overall CPU Utilization
•
6.3 Based on the Annual System Performance Review and Reports, Seller's Technical Support
Analyst will review findings and recommend software or hardware changes to improve overall operations.
(The below listed terms are applicable only, when the Maintenance and Support Agreement includes (a)
Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and
Support Agreement;or(b) CAD.HP NonStop S-Series hardware in addition to the Seller CAD Software.)
7. 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.
7.1 Seller Response. Seller wilt 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.
7.2 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.
7.3 CAD HP NonStop S-Series Service Plans
•
7.3.1 The following HP electronic support toolsare available:
•
Express Notice A proactive email notification of new software
releases,announcements and updates
Scout for NonStop Servers Once registered,users have the ability to perform
interim product modification(IPM)analysis on
NonStop Kernel systems and to download IPMs
electronically.
Total Information Manager(TIM) A CD collection of support documentation shipped,
with the initial system.
{ Knowledgebase for NonStop Support Once registered, users have access to a powerful
(KBNS) search tool offering quick and easy access to
previously answered technical support questions.
• 7.3.2 HP NonStop S-Series Service Plan:
___ Continuous The PPM is 24 hours a day,7 days a week. On-site response time is
Availability' within two(2)hours. Includes on-site coverage for national holidays. •
M&SA-Exhibit B 5 ver.3.8.06
�,. High Availability The PPM is 24 hours a day,7 days a week. On-site response time is
within four(4)hours. Includes on-site coverage for national holidays.
Enhanced Availability The PPM Is 8 a.m.—5 p.m. Monday-Friday, excluding national
holidays. On-site response time is next business day.
7.4 Under all CAD HP Nonstop Series hardware service plans,coverage will.include:
• Perform corrective or scheduled preventive service during the PPM specified in the Plan.
• Log all service requests and furnish telephone and/or on-line diagnostic services from the Seller's
calf intake center or the HP Nonstop Support Center (CTNSC) 24 hours per day, 7 days per
week.
• Furnish all labor, parts, materials, and on-site service during the PPM as necessary to ensure HP
{ 'NonStop Series hardware is operating in accordance with applicable published specifications.
Replacement parts will be new or equivalent of new In performance. Replaced parts will become
the property of HP.
• Install any mandatory Field Change Order(s) required for the safety or proper operation of
maintained HP NonStop Series hardware.
• ;Assign an HP Customer Engineer and an alternate who will be responsible for providing service.
• Provide on an annual basis (i) equipment inventory of maintained HP NonStop Series hardware;
and (ii) planning meeting to discuss the current Service Plans and Customer's future
requirements.
41016. •
•
M&SA-Exhibit B 6 ver.3.8.06
•
Exhibit C
01 SUPPORT PLAN OPTIONS AND PRICING WORKSHEET
p4aIntenance and Support Agreement# 002031-000 Date 7/28/06
New Term Effective Start 12/1106 End 11/30/07
'CUSTOMER: City of Elgin BILLING AGENCY:
Address(1): 151 Douglas Avenue Address(1):
Address(2): Address(2):
CITY,STATE,ZIP CODE: Elgin,II 60120 CITY,STATE,ZIP CODE:
ONTACT NAME: Henry F.Gralak CONTACT NAME:
ONTACT TITLE Director of Communications CONTACT TITLE
TELEPHONE (847)289-2770 TELEPHONE:
FAX (847)289-2799 FAX
Email: gralak_h@cityofelgin.org Email:
For support on products below,please contact Customer Support at(800)734-6241 or email at cscenter@motorola.com.
PremierCADT" 0 Motorola®Computer Aided Dispatch ® CAD HP NonStopTMSeries hardware
RMS Infotrakm 0 OffendertrakT" 0 Imagetrakrm
(� NetRMS • 0 CRIS—Predecessor to NetRMS 0 Cruiser—FBR Replacement
❑ Customer Service Request System 0 Case Management System 0 License Permitting System
❑ Enhancements to Products 0 Custom Software ❑ Integration Framework
❑ Premier MDC", 0 TxMessengeY" p AirMobile'
MOTOROLA SOFTWARE SUPPORT ANNUAL FEE THIRD PARTY SERVICE PROVIDERS ANNUAL FEE
ie GOLD/GOLDtrak $ 63,828 ® VENDOR NAME:Hummingbird $ 1,318
• 24 hours a day,7 days a week PPM • Product Type/Description:51 Product
• Supplemental Releases • Term Dates:12/1/06-11/30/07
• Standard Releases • Service Level -
• Technical Support Services -Hours of Coverage:24 hours a day,7 days a week PPM
• CAD -Response Time:1 hour telephone response
-Onslte/Software/Parts:Software
® GOLD/GOLDtrak $ 13,244 • System ID#(if applicable):n/a
�, ♦ 24 hours a day,7 days a week PPM
• Supplemental Releases 0 VENDOR NAME:HP $ 27,621
• Standard Releases • Product Type/Description:HP NonStop Series Premier 24 HIGH
• Technical Support Services • Term Dates:12/1/06-11/30/07
• PMDC • Service Level
-Hours of Coverage:24 hours a day,7 days a week PPM
-Response Time:4 hour on-site response
-Onsite/Software/Parts: HP NonStop Series Operating system and
application
• System ID#(If applicable):51493
{ MOTOROLA SOFTWARE SUPPORT TOTAL $ 77,072 THIRD PARTY SERVICE PROVIDER TOTAL $ 28,939
OTHER AVAILABLE OPTIONS ANNUAL FEE
Q Users Conference Attendance Year Number Attendees Requested $
($2,650 per Attendee)
• Registration fee
• Roundtrip travel for event(booked by Motorola)
• Hotel accommodations(booked by Motorola)
' • Rental car(booked by Motorola) •
• Daily meal allowance(determined by Motorola guidelines)
0 Consulting Services-8 Hour Blocks(plus travel fees) $
❑ Other: $
OTHER OPTIONS TOTAL $
Prepared by:Christine Lay, 714-575-2964, c.Iay@motoro/a.com
FULL TERM FEE GRAND TOTAL* $ 106.011
-Exclusive of taxes if applicable
M&SA-Exhibit C 7 ver.3.8.06
•
Exhibit D
CURRENT BILLABLE RATES
4411w,
MAINTENANCE AND SUPPORT AGREEMENT NO. 002031400
CUSTOMER: City of Elgin
The following are Motorola's current billable rates,subject to an annual change.
CO E AGE HOURS(PPM) (OUTSIDE` BILLABLE AT I!
,
I iI ;1 _ - ��RENT
EXECUTED AGREEMENT)),
8am-5prn,M-F(local time) $160 per hour,2 hours minimum
After 5%Saturday,Sunday,Motorola Holidays $240 per hour,2 hours minimum
COVERAGE HOURS(PPM) BILLABLE RATES i t
I if I �I ' 1 (WITHOUT AN AGREEMEN'
Sam-spm,M-F(local time) $320 per hour,2 hours minimum
After 5p,Saturday,Sunday,Motorola Holidays $480 per hour,2 hours minimum
•
� f
.
M&SA-Exhibit D 8 var.3.8.06