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Home My WebLink About08-18 Resolution No. 08-18 RESOLUTION AUTHORIZING EXECUTION OF AN AGREEMENT WITH • MOTOROLA, INC. FOR COMPUTER AIDED DISPATCH SYSTEM 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 agreement on behalf of the City of Elgin with Motorola, Inc. for renewal of maintenance agreement for the Computer Aided Dispatch System, a copy of which is attached hereto and made a part hereof by reference. s/Ed Schock Ed Schock, Mayor Presented: February 13, 2008 Adopted: February 13, 2008 Omnibus Vote: Yeas: 7 Nays: 0 Attest: s/Diane Robertson Diane Robertson, City Clerk MOTOROLA September 19, 2007 Mr. Henry Gralak City of Elgin 151 Douglas Avenue Elgin, IL 60120 RE: Extension to Maintenance and Support Agreement SA 002031-000 Product: PremierCAD and PremierMDC Dear Mr. Gralak: By means of this letter, Motorola, Inc. hereby extends the 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, 2007 through November 30, 2008. Pursuant to .Section 3-.2-ef 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. at 1250 North Tustin Avenue, Anaheim, California 92807 or fax it to my attention at 714-237-0050 on or before November 30, 2007. y - e + s�y,talcs P9 If you have any questions or need further clarification, please contact me directly at 714-238-2057 or e- mail tanymansell@motorola.com. Sincerely, J aruja fie& Tanya Mansell Sr. Contracts Specialist Motorola, Inc. Accepted by MOT* 'OLA, CITY OF E _ IN :Signed ` Signed b : lag j� 9 Y Printed Name: Joseph Raposa Printed Name: Olu Fola . n Title: Director, Customer Support Title: ity Manager Date: 09/18/07 Date: Februaru 13, 2008 Motorola, Inc., Public Safety Applications 1250 N. Tustin Ave,Anaheim, CA 92807 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: Site Ids Product Site Id# PremierCAD PSA232400_(CAD) PremierPMDC PSA232400_(PMDC) Motorola Software Product Description Qty PremierCAD PremierCAD Server License 1 GGM Server License 1 PremierCAD Client(Sales Contract#8658) 5 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 PremierMDC Premier MDC Client (41-100 units) (Sales 86 Contract#7360) Open Text(former) Hummingbird) Software Product Description License# Qty BI Product BI Starter Query Admin/User 5 Pack P028426-005 1 PSA M&SA No.002031-000 2 ver.07.16.07 Exhibit A DESCRIPTION OF COVERED PRODUCTS CONTINUED HP Non-Stop 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 PSA M&SA No.002031-000 3 ver.07.16.07 Exhibit B SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT NO. 002031-000 CUSTOMER: City of Elgin 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 LEVEL DEFINITION RESPONSE TIME Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not Telephone conference 1 functioning. within 1 hour of initial voice This level is meant to represent a major issue that results in an notification unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no Telephone conference suitable work-around. Note that this may not be applicable to within 3 Standard 2 intermittent problems. Business Hours of initial This level is meant to represent a moderate issue that limits a voice notification Customer's normal use of the System, Subsystem, Product or major non-critical features. Non-Critical Failure- Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a Telephone conference 3 reasonable workaround. within 6 Standard Business Hours of initial This level is meant to represent a minor issue that does not notification preclude use of the System, Subsystem, Product, or critical features. Inconvenience -An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not Telephone conference stop workflow. within 2 Standard 4 Business Days of initial This level is meant to represent very minor issues, such as Y cosmetic issues, documentation errors, general usage notification questions, and product or System Update requests. Customer request for an enhancement to System functionality is the responsibility of Seller's Product Management. Determined by Seller's 5 Product Management. This level is meant to represent recommendations for product 9 enhancements or modifications. PSA M&SA No.002031-000 4 ver.07.16.07 • 1.1 Reporting a Problem. Customer will 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, 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 will 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 will 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 will 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 will 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 will be invoiced on a time and material basis at Seller's then current rates for professional services. PSA M&SA No.002031-000 5 ver.07.16.07 • 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, NCIC and state interfaces are 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 VIEWSYS: Evaluate use and availability of PCBs EMSA/TMDS: Review logs for hardware reports File Sizing Review file sizing on changeable files (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 will 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 will 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 will extend a two (2) hour grace period beyond PPM at no charge. Following this grace period, any additional on-site labor support will be invoiced on a time and material basis at Seller's then current rates for professional services. PSA M&SA No.002031-000 6 ver.07.16.07 • 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 (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. 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 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. PSA M&SA No.002031-000 7 ver.07.16.07 • Exhibit C SUPPORT PLAN OPTIONS AND PRICING WORKSHEET Maintenance and Support Agreement# 002031-000 Date September 19,2007 New Term Effective Start 12/01/07 End 11/30/08 CUSTOMER: City of Elgin BILLING AGENCY: City of Elgin Address: 151 Douglas Ave Address: 151 Douglas Ave CITY,STATE,ZIP CODE: Elgin, IL 60120 CITY,STATE,ZIP CODE: Elgin, IL 60120 CONTACT NAME: Henry F.Gralak CONTACT NAME: Accounts Payable CONTACT TITLE Director of Communication 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)323-9949 Option 2,Option 6,then select the from the correct product prompts. ® PremierCADTm ❑ Motorola®Computer Aided Dispatch IE CAD HP NonStopTMSeries hardware ❑ RMS InfotrakTM ❑ OffendertrakTM ❑ ImagetrakTM ❑ NetRMS ❑ CRIS—Predecessor to NetRMS ❑ Cruiser—FBR Replacement ❑ Customer Service Request System ❑ Case Management System ❑ License Permitting System ❑ Enhancements to Products ❑ Custom Software ❑ Integration Framework ® Premier MDCTM ❑ TxMessengerTM ❑ AirMobileTM MOTOROLA SOFTWARE SUPPORT ANNUAL FEE THIRD PARTY SERVICE PROVIDERS ANNUAL FEE ® GOLD/GOLDtrak ® VENDOR NAME:Open Text $ 1,386.00 • 24 hours a day,7 days a week PPM • Product Type/Description:BI Software Support • Supplemental Releases • Service Level • Standard Releases -Hours of Coverage:24 hrs a day,7 days a week • Technical Support Services • CAD $ 67,017.00 ® VENDOR NAME:HP $ 29,004.00 • PMDC • Product Type/Description:HP NonStop Series Operating System#51493 $ 13,905.00 Hardware and Software Support • Service Level:High -Hours of Coverage:24 hours a day,7 days a week -Response Time:4 hrs on-site response MOTOROLA SOFTWARE SUPPORT TOTAL $ 80,922.00 THIRD PARTY SERVICE PROVIDER TOTAL $ 30,390.00 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: Tanya Mansell, 714-238-2057, tanyamansell@motorola.com FULL TERM FEE GRAND TOTAL* $ 111,312.00 *Exclusive of taxes if applicable PSA M&SA No.002031-000 8 ver. 11.13.06 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. The following rates apply to Customers with a current, active Maintenance and Support Agreement. Billable rates apply to services provided outside of the PPM. SERVICE HOURS LABOR RATES 8 a.m.-5 p.m. M-F (local time) $186 per hour, 2 hours minimum After 5 p.m., Saturday, Sunday, Motorola Holidays $279 per hour, 2 hours minimum The following rates apply to Customers without a current, active Maintenance and Support Agreement. SERVICE HOURS LABOR RATES 8 a.m.-5 p.m. M-F (local time) $372 per hour, 2 hours minimum After 5 p.m., Saturday, Sunday, Motorola Holidays $558 per hour, 2 hours minimum Note: Above rates reflect labor rate only. Additional fees for on-site travel expenses, third party expenses and/or materials will be quoted at the time of customer request for services. PSA M&SA No.002031-000 9 ver.07.16.07 January 4, 2008 •• I TO: Mayor and Members of the City Council FROM: Olufemi Folarin, City Manager cS f-community Robert Duffy, Deputy Chief of Police 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 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$111,312. BACKGROUND The City of Elgin installed a state-of-the-art Motorola CAD and MDC System in 2003. The system became operational in December of 2003 and the one year warranty maintenance period began. During the last year, Motorola has performed exceptional work in support of the system and has met all expectations for timeliness and updates. This is a Motorola designed and installed system and only Motorola is capable of providing the service for the City's CAD System, making it a sole source exception to the procurement ordinance. The agreement calls for 24/7 support of all system installed software and hardware. 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. The project is supported by the E-911 surcharge. COMMUNITY GROUPS/INTERESTED PERSONS CONTACTED None I11enewal of Maintenance Agreement with Motorola for Computer Aided Dispatch System - January 4, 2008 Page 2 FINANCIAL IMPACT The total cost of the contract with Motorola is $111,312. There are sufficient funds budgeted ($112,000) and available ($112,000) in the 2008 E-911 Fund, account number 220-0000-791.30- 99, Professional Services,to enter into the contract. LEGAL IMPACT The proposed agreement would require an exception to the procurement ordinance which requires the approval of two-thirds of the members of the City Council. 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. Respectfully submitted for Council consideration. rd