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HomeMy WebLinkAbout11-70 Resolution No. 11-70 RESOLUTION AUTHORIZING EXECUTION OF A LETTER AGREEMENT FOR EXTENSION TO MAINTENANCE AND SUPPORT AGREEMENT NO. 187/002031-000 WITH MOTOROLA SOLUTIONS, INC. FOR PREMIER COMPUTER AIDED DISPATCH AND PREMIER MOBILE DATA COMPUTER SYSTEMS BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN,ILLINOIS,that pursuant to Elgin Municipal Code Section 5.02.020B(9) the City Council hereby finds that an exception to the requirements of the procurement ordinance is necessary and in the best interest of the city; and BE IT FURTHER RESOLVED that Sean R. Stegall, City Manager, be and is hereby authorized and directed to execute a letter agreement dated April 4, 2011 for extension to Maintenance and Support Agreement No. 187/002031-000 on behalf of the City of Elgin with Motorola Solutions,Inc.for the premier computer aided dispatch and premier mobile data computer systems, a copy of which is attached hereto and made a part hereof by reference. s/David J. Kaptain David J. Kaptain, Mayor Presented: April 27, 2011 Adopted: April 27, 2011 Omnibus Vote: Yeas: 7 Nays: 0 Attest: s/Diane Robertson Diane Robertson, City Clerk MOTOROLA SOLUTIONS April 4, 2011 Michael Bayard City of Elgin 151 Douglas Ave Elgin, IL 60120 RE: Extension to Maintenance and Support Agreement: 187/002031-000 Product: PremierCADTM and PremierMDCTM Dear Mr. Bayard: By means of this letter, Motorola Solutions, Inc. hereby extends City of Elgin's maintenance and support agreement as referenced above. Enclosed are the following updated exhibits: 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 12/01/10 through 11/30/11. Pursuant of the original agreement as amended and 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 returning one copy by faxing it to my attention at 847-761-4989 on or before 04/14/11. Failure to return this fully executed letter on or before 04/14/11 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 714-764-1025 or e- mail tanyamansell@motorolasolutionsolutions.com. Sincerely, J aiula JV(an6et e Tanya Mansell Sr. Contracts Specialist Motorola Solutions, Inc. Accepted by: MOTOROLA UTIONS, INC. CITY OF EL IN By By: Ofrtia. Name: Leo effernan Name: Sean R. Stegall Title: Director, System Integration and Support Title: City Manager Date: 04/04/11 Date: 04/27/11 Motorola Solutions PSA MESA Extension Letter Motorola Solutions,Inc, Applications and Data Solutions Public Safety Applications 7237 Church Ranch Blvd, Suite 406,Westminster,CO 80021 Exhibit A DESCRIPTION OF COVERED PRODUCTS MAINTENANCE AND SUPPORT AGREEMENT 187/002031-000 TERM: 12/01/10-11/30/11 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 Solutions Software Product Description Qty PremierCAD PremierCAD Server License 1 CAD Workstation without Mapping-CAD and AWW 50 MGU License 1 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 30 AVL Server License 1 Interface Medium MDT 1 E9-1-1 1 Spectracom WWVB 1 Radio 1 ATM/AVL (2 Way) 1 TDD Interface 1 AWW to ProQ&A 17 Centracom Gold Elite 1 PremierMDC Premier MDC Server License (41-100 units) 1 (Sales Contract#7360) Premier MDC Client (41-100 units) (Sales 86 Contract#7360) Open Text Software Product Description Qty BI Product BI Starter Query Admin/User 5 Pack 1 Motorola Solutions PSA M&SA Exhibit A 2 Version 5-13-10 Exhibit A DESCRIPTION OF COVERED PRODUCTS Continued HP Non-Stop Series — S stem #51493 Product Description Qty Hardware 1961-B S7600 PROCESSOR WITH 1 GB MEMORY 2 3861 SERVERNET-ETHERNET CONTROLLER CRD 2 3880 SERVERNET WIDE AREA NET CONCENTRATOR 1 4619 18GB 15K RPM DISK DRIVE FOR S-SERIES 12 5142 4MM DAT,DDS-3 DSKTP NO ACL S-SERIES 1 7280 S76X/86X ENCLOSURE (SINGLE W/BASE) 1 7360 S-SERIES POWER SHELF 1 S7X-IPAQ S-SERIES SYS CONSOLE,IPAQ & FLAT PNL 2 Software 9190 NETBATCH 1 9640 VIEWPOINT 1 SA30 PERFORMANCE MGMT BNDL (HOST) 1 SA31V3 PERFORMANCE MANAGEMENT BUNDLE 1 SA57 EXPAND 1 SB71 NATIVE COBOL RUNTIME - S SERIES 1 SB81 COBOL85 RUNTIME - S SERIES 1 SD70 TCP/IP LAN PRINT SPOOLER 1 SE17 ENFORM PLUS 1 SM58V1 RSC/MP HOST 1 SM67V1 RSC/MP WIN32 WINDOWS CLIENT 1 SN73 STANDARD S-SERIES OS PACKAGE 1 SR53 PATHWAY W/TS/MP (PER CPU 1-4) 2 n Breakdown 2010-2011 Maintenance ea down Product Annual Fee PremierCAD SW $69,901.00 PremierMDC SW $16,097.00 Open Text SW $1,757.00 HP System#51493 HW/SW $34,239.00 PCAD, PMDC Maintenance Subtotal $121,994.00 Multi-System Discount(2.5% based on 2 Motorola Solution Subsystems) ($2,150.00) PCAD, PMDC Maintenance Total $119,844.00 Monthly Billing Option $9,987.00 Motorola Solutions PSA M&SA Exhibit A 3 Version 5-13-10 Exhibit B CUSTOMER SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT 187/002031-000 TERM: 12/01/10-11/30/11 CUSTOMER: City of Elgin Introduction Welcome to Motorola Solutions Customer Support. We appreciate your business and look forward to serving your needs on your Public Safety Applications system. The Customer Support Plan is designed to provide Motorola Solutions customers the details necessary for understanding Motorola Solutions' overall support processes and policies as a compliment to the Motorola Solutions Maintenance and Support Agreement. The Motorola Solutions Maintenance and Support Agreement is the legal and binding contractual terms for which services are provided under. Questions or concerns regarding your support plan can be directed to your Support Manager. Below are the topics outlined in this Customer Support Plan: I. Service Offerings II. Accessing Customer Support III. Severity Levels and Case Management IV. Responsibilities V. Customer Call Flow VI. Contacts 1. Service Offerings Motorola Solutions' Customer Support organization includes a staff of Support Analysts whom are managed by Motorola Solutions Customer Support Managers and are chartered with the direct front-line support of our customers. A Support Analyst is a system technologist responsible for providing direct or escalation support. A Support Analyst is sometimes referred to as a Customer Support Analyst ("CSA") or Technical Support Analyst ("TSA")or Technical Support Representative. Motorola Solutions' Support Organization offers a multi-layered approach to a total service solution. Levels of support are defined as follows: Service Levels Logging, dispatching and tracking service requests Selected 1s call support, triage and resolution Telephone and/or on-site support for normal technical requirements High-level technical support prior to Engineering escalation Engineering software code fixes and changes Motorola Solutions provides to customers on an active maintenance and support agreement defined services and Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in section 3 of the main body of the maintenance and support agreement. Motorola Solutions PSA M&SA Exhibit B 4 Version 5-13-10 ll. Accessing Customer Support The Motorola Solutions System Support Center Operations Motorola Solutions' Public Safety Applications Technical Support personnel in cooperation with Motorola Solutions' System Support Center("SSC") provide the gateway to technical support for all of Motorola Solutions Public Safety Application systems. Accessing support through Motorola Solutions' toll free 800 number, web ticketing or email ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make certain systems are restored and running at peak levels as quickly as possible. This is accomplished by obtaining accurate customer and problem details and by directing your requests to the right support team in a timely manner. The System Support Center offers total call management including: • Single point of contact for Motorola Solutions service requests • Logging, dispatching and tracking of service requests • System capabilities to identify pending cases and automatically escalate to management • Database and customer profile management • Standard reports with on-demand distribution • Case notification Motorola Solutions' System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means you can call us anytime. Support Center personnel enter requests for service, technical assistance, or telephone messages into a database system. Every time you call us, we log information about your request into the tracking system so that the information is available for reference and analysis to better serve your future service needs. Another benefit of logging every service request is that Motorola Solutions and customers can track the progress from initial contact to final resolution. There are three options for accessing Support at Motorola Solutions: 1. Motorola Solutions System Support Center Toll Free Number 2. eCase Management through Motorola Solutions On-Line 3. Email Case Ticketing Option 1 - Call Motorola Solutions System Support Center Call Motorola Solutions Toll free 800-323-9949 • Select from the auto attendant as follows: • Option 2—Technical Support of Infrastructure Products • Then select Option 6— Public Safety Applications • Next select the appropriate system type option 1. CAD 2. RMS 3. Mobile Applications 4. Jail Management Systems 5. Law Records (LRMS) 6. Customer Service Request System (CSR) 0. All Other Applications Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact and your agency and product specific Site Identification number. Providing a brief problem description will assist in defining the severity level and determine proper case routing to the appropriate Motorola Solutions technical support team member. A unique tracking number will be provided to your agency for future reference. Motorola Solutions PSA M&SA Exhibit B 5 Version 5-13-10 Generally customers calling the toll-free 800 number will access Public Safety Applications technical support directly. For heavy call times or after hours the caller will be directed to Motorola Solutions' System Support Call Center Operations. Once the logging process is complete customers are transferred directly to a Technical Support Analyst during Technical Support Operation Hours (6:00 a.m. to 6:00 p.m. Mountain Time, Monday to Friday). After support operation hours (6:00 p.m. to 6:00 a.m. Mountain Time, Weekends and Motorola Solutions Holidays)customers will be contacted within the contractually specified period of time by a Technical Support Analyst. Motorola Call Flow customer Customer Creates an calls Soo- se via323 9949 l OL or Em An auto notification is sent to s this withi the customer with the case rr business No prooesS number that was created. hours? Response to these cases is A case is within 2 hours. auto logged in Clarify Yes the custom Follow process to entitled to create a PO eCasee service? Process Yes Product support Is this a new Open and refer to RMS .No team? issue? s• existing Case CAD,JAIL,MOBILE,LRMS,CSR Is this a new Open and refer to Yes issue? N� existing Case Yes Use the keyword list to determine customer's case Use the keyword list to severity \ Create a tech Create a tech determine customer's case � support case. support case. severity Provide customer Provide customer their case number their case number V Tecttpicai Sup Motorola Solutions PSA M&SA Exhibit B 6 Version 5-13-10 Technical Staff Call Flow Technical \/Support An auto notification is sent to The Support the customer with an update Analyst works the / issue making updates to the Clarify case. • An auto notification is sent to the customer with an update Is the issue The Support escalated to an SR ----Yes---► Analyst logs the in Clearquest? SR. An auto notification is sent to No 7 the customer with an update An Engineer works The Support the SR and makes Analyst works the updates to the Clarify case to Clarify case. resolution. An auto notification is sent to • the customer with an update The Engineer * works the SR to resolution. Support technician closes the Clarify case An auto notification is sent to • the customer with resolution information ® Support technician End customer closes the Clarify case after FRB process and CrashTrack process. Motorola Solutions PSA M&SA Exhibit B 7 Version 5-13-10 Call Flow After-Hours \ After- HV tyrs Is the Follow process to' customer entitled to No "I create a PO service? Yes Is Product supported RMS ► the customer team? Gold Level? Yes No Call Support CAD,PMDC,JAIL,LRMS,CSR Manager and On- Call Technical Yes Support Analyst Is the Call the On-Call, customer Technical Support calling RMS? Analyst And is it completely inoperable? No Use the keyword list to Create a Clarify determine customer's case End Process case and submit it / severity to the PRODUCT Clarify Queue Motorola Solutions PSA M&SA Exhibit B 8 Version 5-13-10 How to Obtain Technical Support for Products Action / Response Step 1. Call the System Support Center 1-800-323-9949 Step 2. Select option 2 (Technical Support) Step 3. Select option 6 (Public Safety Applications) Step 4. Select product specific option Step 5. Provide Site Identification Number(See Exhibit A-Description of Covered Products for Site Identification Numbers) Step 6. Provide Your Information Caller Name Contact Phone Number Description of problem Severity of system problem determined at time of call Time available for call back Email address Step 7. Case Number Generated Caller will receive a Case number for tracking the service request. Check Status The caller may check the status of a Case at any time by calling the System Support Center at 1-800-323-9949 and following steps 2-4 above and providing the case number. Case Assignment The Customer Support Representative will determine a course of action and assign the Case to the appropriate group. Standard Response Time RESPONSE See Section III for Severity Level definitions Severity 1: 1 hour Severity 2: 3 business hours Severity 3: 6 business hours Severity 4: 2 business days Step 8. Notification of CASE All Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case: Open, Assigned, Site Arrival, Deferred or Closure. To request case notifications, please contact your Support Manager. Notification of CASE Open/Close Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case: Open or Closure. To request case notifications, please contact your Support Manager. Motorola Solutions PSA M&SA Exhibit B 9 Version 5-13-10 Option 2 -Submit a ticket via eCase Management from Motorola Solutions On-Line Motorola Solutions On-Line eCase Management provides a fast, intuitive, and efficient interface for Technical Case Management that allows customers to open, update, and view the status of their cases on the web. Setting Up a Motorola Solutions On-Line Account To set up a Motorola Solutions On-Line account, please visit https://businessonline.Motorola Solutions.com and follow the directions on the link for"Sign Up Now. " A User ID and Password are not required for setting up your account. After accessing the link above, indicate in the "Additional Information" field you are a Public Safety customer seeking access to eCase Management. Once you submit your request, you will receive a confirmation email indicating receipt and including additional details about the Motorola Solutions On-Line account set up. In approximately 4-5 business days an additional email will be sent which includes details about your On-Line account. Accessing the Technical Case Management web site Once you have set up your agency's Motorola Solutions On-Line Account, to access the site simply log onto Motorola Solutions at businessonline.motorolasolutions.com with your user ID and password, click on the Contact Us 4 Open Case, and select System Support Issue from the Issue Type drop- down. Primary Features of On-Line Technical Case Management Motorola Solutions customers have three main functions available through Motorola Solutions On- Line to manage their cases: A. Open new cases B. Search for existing cases and view details of the existing case C. Update existing cases by adding notes A. Open a New Case 1. Log into Motorola Solutions On-Line 2. Click on the"Contact Us" 4 Open Case 3. Then select the Reason Code = System Support Issue (and the page will automatically reload) MQ?ROL Cyzen Cash search Cases Case History Motorola Solutions PSA M&SA Exhibit B 10 Version 5-13-10 Open Case Welcome tu the Open Request Screen From here,you may open"request which will be tracked and routed m the proper Motorola Employees. m permanently change your email address or phone number,you must uom the Motorola wem*emmoSite Contact Name: Motorola Online Womo Contact Phone: o00-8/*o601 Contact Email: mcmmO@hmmun.com xa0000: mmbsuo/,oun Credit Issue mm ordo,/soun Pm'Sa/omqu/� � »°onmmn Product Issue �1 Service Issue Training Issue Website Issue 4. Fill in the Case Title (description of request) and choose the applicable Site (which are |iobad a|phobeUnaUy) 5. Choose case type Technical Support, Severity Level and Public Safety Applications System 8. Fill in o detailed description of your issue 7. Click"Create Case" Screen Shot from Steps 4-6 00 ow T*ptM=��"94?Our vn"i W==~omm=w*4"v��'XI rwm"�������� | mo*xlua = mwmmm Too vWD / w"�elw*W,mVzM am | C%*jLi�� ����� � m*Sum sur. C*=I�W, ��s�w��__� —__-�__'��^� � *mW _ ^------- ------- ' -- - -------'- Emai| Confirmation 1. oCase Management will give immediate confirmation of case number(new case numbers are D digits long) 2. The confirmation screen includes "expand all"and "collapse all" buttons for case notes Motorola Solutions PSAM&SAExhibit e 11 vomionn'13'1U B. Search for a Case 1. Log into Motorola Solutions On-Line 2. Click on the"Contact Us" Search Case 3. Select the"System Support Issue"type (the webpage will automatically reload) /13;111 omtermmotAk OF011:4441 Kum.. 4IM. I ) %Item stir !MI Coc. pvtorl r I 11- • 1:-,1 XXI IN To 1‘4<MO C. Add Notes to an Existing Case 1. You can also add notes after submitting your case, by clicking on the"Add Notes" button oetitOitt toot 200002 r:' ' Cage Number .7 Tide:ir.S1 Cissit Conii.ttots:Latin Spit tm Sit*it):1.0111Xt LitsliSirec name: TEST CUSTOM Sylteri Sao some: Test Stec ets ail example •;o410*.Nest Akitti4ow6 CAKs.%yr...fee IT twat Typal Systoli Siottiit Lacs ryptc: statottommt Ciiso'.eiivWb Coutatit Warm Test ICU Weeiti ExpandlCol lapse Cocitoct More$47 725.0112 Buttons tented r tomb: test ri„.iestadyttiesS Adhitv ^4^ 314:)itly 13 }No, ilovicet ..ftltioategirietelftet Ploweet imity, Ntit kmtreo 4 tyska Af44,vatt Add Notes Motorola Solutions On-Line Support Motorola Solutions PSA M&SA Exhibit B 12 Version 5-13-10 1. Motorola Solutions does not recommend using this tool for opening Severity 1 or 2 cases. For any critical issues, customers should contact the System Support Center by calling 800-323-9949 and following the appropriate prompts. 2. The same guidelines would apply to updating cases with critical information. Any critical updates should be reported directly to Support at 800-323-9949. 3. When updating case notes, please provide your contact information, which includes your phone number, pager number, etc. For questions on Motorola Solutions On-Line eCase Management or administrative support, please contact the Motorola Solutions Online Helpdesk at molhelp1(c�motorolasolutions.com or call 800-814- 0601. Motorola Solutions PSA M&SA Exhibit B 13 Version 5-13-10 Requirements for effective usage: Browser: Internet Explorer 5.0 or greater Valid MOL user ID and Password Motorola On-line Flow eCase Process Is the / Follow the customer entitled to _No ► process to create service? a PO / Yes s the produc Assign the Tech supported by Salt Lake City Support case to Boulder or Salt the"PSA Salt Lake Lake City? City"Clarify Queue • • Boulder An auto notification is sent to Assign the case to The case is / the owners of the queue. the"PSA Boulder t► assigned to the Clarify Queue" appropriate queue. To Technical Staff Motorola Solutions PSA M&SA Exhibit B 14 Version 5-13-10 Option 3 - Submit a ticket via Email Case Management An alternative Customer Support tool is available for PSA customers. Along with the toll-free phone number and Motorola Solutions Online, customers can request technical support by email. For many customers who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating cases. To ensure proper case management and contractual response, email ticketing is only available for severity levels three and four. In order to properly process a ticket via email, the message must be formatted exactly as described below: Instructions are also located under"Resources" at: https://motonline.mot.com 1. Address your email to PSACASEmotorolasolutions.com 2. Type PSA Service Request and a brief description of the system issue in the Subject line of the e-mail message. This will become the case title 3. Type Site ID =followed by the site identification number of the system location 4. Type Product Type=followed by the product family type. Choose from the following list: • CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT) • CSR (CUSTOMER SERVICE REQUEST) • INFOTRAK, LRMS • JAIL MANAGEMENT (OFFENDERTRAK) • MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER) • NETRMS 5. Type Contact First Name =followed by your first name or the name of the person you would like support personnel to contact 6. Type Contact Last Name = followed by your last name or the name of the person you would like support personnel to contact. 7. Type Phone Number = followed by the area code and phone number where the contact person may be reached 8. Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases must be opened via the toll-free PSA customer support number 9. Type Problem Description =followed by a comprehensive description of the problem 10. Send the message to us. You will receive an email with your case number for future reference. If an email response is not received, or if you need to open a severity level one or two case, please contact the PSA customer support at 1 800-323-9949 for further assistance. SAMPLE Email Ticket Formatting: To... psacase@rnototola.canal �c,.. Subject: PSA Service Request:NetRMS Reports Not Functional Site ID number: PSA12345_(NetRMS) (Clarify site identification number) Product type: NetRiM S (Specific product such as LAMS, NtetR S, Premier MDC, etc.) Contact first name:John Contact last name: Doe Phone number: 303-123-4567 Severity level: Level 3 (Email ticketing is available for severity levels three and four on ) Problem description: NetRMS does not allow for the creation of manual-case reports which is affecting the generation of daily reports (Include a comprehensive description of the problem) Motorola Solutions PSA M&SA Exhibit B 15 Version 5-13-10 Ill. Severity Levels and Case Management Motorola Solutions services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola Solutions to prioritize its resources for availability on our customer's more severe service needs. Severity level response time defines the actions that will be taken by Motorola Solutions' Support team. Due to the urgency involved in some service cases, Motorola Solutions 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 Total System Failure-occurs when the System is not functioning and there is no workaround;such as a Central Server is down or Telephone conference when the workflow of an entire agency is not functioning. This level within 1 Hour of initial is meant to represent a major issue that results in an unusable p voice notification 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 Telephone conference operations is not functioning and there is usually no suitable work- within 3 Business Hours 2 around. Note that this may not be applicable to intermittent of initial voice notification problems.This level is meant to represent a moderate issue that during normal business limits a Customer's normal use of the System, Subsystem, Product hours or major non-critical features. Non-Critical Failure-Non-Critical part or component failure occurs Telephone conference when a System component is not functioning, but the System is still within 6 Business Hours 3 useable for its intended purpose, or there is a reasonable of initial notification workaround. This level is meant to represent a minor issue that during normal business does not preclude use of the System, Subsystem, Product,or hours critical features. 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 4 workflow. This level is meant to represent very minor issues,such Business Days of initial as cosmetic issues, documentation errors,general usage questions, notification and product or System Update requests. Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola Solutions adheres to strict policy dictated by the level of problem severity. Motorola Solutions PSA M&SA Exhibit B 16 Version 5-13-10 Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY Initial service request is placed. Support Analyst begins 0 Hours working on problem and verifies / determines severity Support Analyst level. If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who Support Analyst 2 Hours assigns additional resources. Email notification to Customer Support Manager Director of Customer Support and Director of System Integration. If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Manager Customer Support and Director of System Integration to 4 Hours Director of Customer Support assign additional resources. Email notification to Vice Director of Systems Integration President of System Integration and Vice President Customer Support. If a resolution is not identified within this timeframe, Customer Support Manager Director of Customer Support escalates to Vice Director of Customer Support 8 Hours President of System Integration, Vice President of Director of Systems Integration Support, and account team. VP of System Integration VP of Customer Support If a resolution is not identified within this timeframe, Senior Management Director of Customer Support escalates to Vice Support 12 Hours President of System Integration, Vice President of Operations Support, and account team, Senior Vice President's of Systems Integration Operations, System Integration, Customer Support and Engineering Engineering. All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola Solutions technical support representative, to include notification to Motorola Solutions management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning. 3.1 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 Motorola Solutions' call incoming center. Motorola Solutions will notify the Customer if Motorola Solutions makes any changes in Severity Level (up or down) of any Customer-reported problem. 3.2 Motorola Solutions 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 Motorola Solutions diagnostics indicate that a Residual Error is present in the Software. Should Customer report an error that Motorola Solutions cannot reproduce, Motorola Solutions may enable a detail error capture/logging process to monitor the System. If Motorola Solutions is unable to correct the reported Residual Error within a reasonable time, Motorola Solutions will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Motorola Solutions, in its sole discretion, determine that such Residual Error is not present in its Release, Motorola Solutions will verify: (a) the Software operates in conformity to the Motorola Solutions PSA M&SA Exhibit B 17 Version 5-13-10 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. Error Correction Status Report. Motorola Solutions 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. IV. Key Responsibilities 4.1 Motorola Solutions Responsibilities 4.1.1 Anti-virus software. At Customer's request, Motorola Solutions 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. Motorola Solutions will respond to any reported problem as an escalated support call. 4.1.2 Customer Notifications. Motorola Solutions will provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable. 4.1.3 Account Reviews. Motorola Solutions will provide annual account reviews to include (a) service history of site; (b) downtime analysis; and (c) service trend analysis. 4.1.4 Remote Installation. At Customer's request, Motorola Solutions will provide remote installation advice or assistance for Updates. 4.1.5 Software Release Compatibility. At Customer's request, Motorola Solutions will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Motorola Solutions' Software Supplemental or Standard Releases 4.1.6 On-Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Motorola Solutions' facilities. Motorola Solutions will decide whether on-site correction of any Residual Error is required and will take appropriate action. 4.1.7 Decision Support System ("DSS") Products. (Applies to Motorola Solutions'Premier CAD 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 Motorola Solutions' then current rates for professional services. 4.1.8 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 not part of the covered Services. 4.1.9 Annual System Performance Review and Report. Motorola Solutions will prepare the following reports to include: 4.1.9.1 (Applies to Premier CAD 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 Motorola Solutions PSA M&SA Exhibit B 18 Version 5-13-10 settings (c) Performance TMX Timings: Evaluate application response times Analysis 4.1.9.2 (Applies to Motorola Solutions® 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 4.1.9.3 Based on the Annual System Performance Review and Reports, Motorola Solutions' 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 Motorola Solutions CAD Software.) 4.1.10 On-site Product Technical Support Services. Motorola Solutions will furnish labor and parts required due to normal wear to restore the Equipment to good operating condition. 4.1.11 Seller Response. Motorola Solutions 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. 4.1.12 At Customer's request, Motorola Solutions will provide continuous effort to repair a reported problem beyond the PPM. Provided Customer gives Motorola Solutions access to the Equipment before the end of the PPM, Motorola Solutions 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 Motorola Solutions' then current rates for professional services. 4.1.13 CAD HP NonStop S-Series Services Continuous The PPM is 24 hours a day, 7 days a week. On-site response time is Availability within two (2) hours for customers within 50 miles of an HP Service Center. 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. 4.1.13.1 Under all CAD HP NonStop Series hardware service plans, coverage will include: • Perform corrective service during the PPM specified in the Plan. • Log all service requests and furnish telephone and/or on-line diagnostic services from the Motorola Solutions' call intake center or the HP Nonstop Global Management Call Support Center(GMCSC) 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. Motorola Solutions PSA M&SA Exhibit B 19 Version 5-13-10 • Install any mandatory Field Change Order(s) required for the safety or proper operation of maintained HP NonStop Series hardware. • Assign an HP area Lead with rotational Customer Engineers based on geographical regions that will be responsible for providing service. • Provide unlimited level 0 support provided by Motorola Solutions' System Support Center • Provide unlimited level 1, 2, and 3 technical telephone support provided by Motorola Solutions' Technical Support Team • Escalation to Engineering for 4th level support as appropriate • Telephone and Remote dial-in support • Software patches, bug fixes and Supplemental (maintenance) releases as described in the maintenance and support agreement terms • Repair or exchange of hardware component failures during the warranty term (as applicable) • Respond to customer's support requests timely. Response criteria are based on severity level as described in Section III of this document. 4.1.14 Support on Hardware Customer will provide all on-site hardware service or is responsible for purchasing on-going maintenance for 3rd party on-site hardware support. Third party support on some system components may be available through Motorola Solutions' maintenance and support agreement. Customer will contact the appropriate vendor directly for parts and hardware service if not purchased through Motorola Solutions' maintenance and support agreement. 4.1.15 Support on Motorola Solutions Software Motorola Solutions will provide any required software fixes in the form of either a "patch" or in a Supplemental (maintenance) Release. 4.1.16 Maintenance Contract Administration Motorola Solutions' Maintenance Contracts Administration Department manages the maintenance agreement following the warranty term that may be included in the purchase of a Motorola Solutions system. Approximately four months prior to the expiration of the warranty period, the Contracts Administration team will contact the customer to discuss the options available for their specific site. The terms of the agreement can be customized to your agency's budgetary requirements and cycle. Motorola Solutions offers various levels of support to meet an agency's requirements, for example: • Telephone, dial in support for software fixes • Varying hours of coverage • Third party vendor services • On-site services • Users Conference • Professional Services 4.1.17 Reports Service history reports and notifications are available from the Motorola Solutions call tracking system. If you are interested in obtaining access to service history reports and ticketing notifications, inquire with your Technical Support Representative. Motorola Solutions PSA M&SA Exhibit B 20 Version 5-13-10 4.2 Customer Responsibilities 4.2.1 Initial logging of issue 4.2.2 Assist in assessing severity level 4.2.3 Contact Motorola Solutions to escalate service requests 4.2.4 Parts replacement(if applicable) 4.2.5 Dial in connectivity and telephone access to Motorola Solutions personnel 4.2.6 Anti-virus software. Customer is responsible for running any installed anti-virus software. 4.2.7 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 Motorola Solutions to verify that a given OS upgrade is appropriate. 4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your system errors, Motorola Solutions has created the Trouble Report Form (page 17). Completion of this form by the customer is voluntary. The Trouble Report form helps Motorola Solutions Technical Support reduce errors by increasing the understanding of the problem description definition. It may also improve repair time by understanding the probability of repeat errors. Additionally, should escalation to Motorola Solutions' Engineering team be required, information gathered on this form will aid by potentially avoiding the wait associated with error reoccurrence. Information customers provide on the Trouble Report form will assist Motorola Solutions Support team expedite the troubleshooting process. Your assistance in providing the information is appreciated. Once you complete the form, please e-mail or fax this form to the Technical Support Representative assigned to work on the issue reported. Motorola Solutions PSA M&SA Exhibit B 21 Version 5-13-10 Trouble Report Form Agency Name: Motorola Solutions Case Number: Contact Name: E-mail Address: Contact Phone: Contact Fax: Severity Level: CAD Correction#: Subject: ProductNersion: Problem Please ensure that the description provided is as detailed as possible. By including accurate details,Motorola Description: Solutions'opportunity to resolve the issue promptly and successfully increases. Please be sensitive to the use of verbiage that is specific to your agency or area of the country. Full understanding of the facts on a reported issue increases Motorola Solutions'probability of locating a root cause and achieving a timely resolution. Steps to Motorola Solutions understands that duplication is not always easy.However, if you are able to duplicate the issue, Duplicate: providing us with the detailed keystrokes will greatly improve our ability to correct the issue in question.When unable to duplicate the issue on demand,providing us with detailed steps that preceded the issue reported will greatly help. Step One: Step Two: Step Three: Step Four: Step Five: Step Six: Step Seven: Additional Steps: Expected Results: Actual Results: Configuration Checked: Motorola Solutions PSA M&SA Exhibit B 22 Version 5-13-10 V. Customer Call Flow To Be Provided By Customer VI. Contact Information Motorola Solutions Contacts Motorola Solutions System (800) 393-9949 Support Center Steven Gissen Director, Customer Support (303) 527-4170 Stephen.Gissen©motorolasolutions.com Jackie Thomas Technical Support Manager (303) 527-4016 iackie.thomas(a motorolasolutions.com Chris White Implementation Manager (801) 230-7032 Christopher.White(a�motorolasolutions.com Phillip Askey Technical Support Manager (720) 565-4764 P.Askey(a�motorolasolutions.corn Shelley Rhoads Customer Support Business Manager (951) 245-7416 srhoads(cDmotorolasolutions.com Motorola Solutions PSA M&SA Exhibit B 23 Version 5-13-10 Customer Contacts (to be provided by Customer) Customer Agency Name: Address: City, State and Zip: Billing Contact Name: Phone No: Fax No: Email: Backup System Administrator Name: Phone No: Fax No: Pager& Pin No: Email: Service Escalations Contact Name: Title: Work Phone No: Home Phone No: Mobile Phone No: Pager& Pin No: Email: Motorola Solutions PSA M&SA Exhibit B 24 Version 5-13-10 _ Exhibit C SUPPORT PLAN OPTIONS AND PRICING WORKSHEET Maintenance and Support Agreement# 187/002031-000 Term Length 12 Months Term Start Date 12/01/10 Term End Date 11/30/11 CUSTOMER AGENCY City of Elgin BILLING AGENCY City of Elgin Address 151 Douglas Ave Address 151 Douglas Ave City,State,Zip Elgin, IL 60120 City,State,Zip Elgin, IL 60120 Contact Name Michael Bayard Contact Name Accounts Payable Telephone Number 847-289-2574 Telephone Number Fax Number 847-289-2670 Fax Number Email Address Bayard M@cityofelgin.org Email Address For support and updates on products below, please contact Motorola Solutions' Public Safety Application's Customer Support: (800) 323-9949 Option 2,Option 6,then select the corresponding product prompts as follows: 1 CAD PRODUCTS 2 RMS 3 MOBILE APPLICATIONS 4 JAIL MANAGEMENT ❑ PremierOne CADTM ❑ FRMS ❑ PremierOne Mobile1"' ❑ OffendertrakTM ® Premier CADTM ❑ Net RMS ® Premier MDCTM ❑ ImagetrakT"' Motorola Solutions®Computer❑ Aided Dispatch CI ❑ AirMobileTM ❑ Case Management System ® CAD HP NonStopTMSeries hardware ❑ ActivePaper ❑ TxMessen erTM 5 LRMS 0 OTHER ❑ InfotrakTM(LRMS) ❑ Integration Framework ❑ Custom Software ❑ UCRR ❑ Enhancements to Products ❑ Customer Service Request System ❑ Other MOTOROLA SOLUTIONS SERVICES TERM FEES THIRD PARTY SERVICES TERM FEES ® STANDARD SUPPORT SERVICES $ 85,998.00 ® VENDOR AGENCY: HP $ 34,239.00 1 Customer Support Plan $ Included • Product Type/Description: HP NonStop Series 2 Case Management 24X7 $ Included • Service Level: High 3 Technical Support Monday through Friday -Hours of Coverage:24 hours a day,7 8:00 a.m.to 5:00 p.m. Customer local time $ Included days a week 4 Third-party Vendor Coordination $ Included -Response Time:4 hours on-site 5 On-site Support(when applicable) $ Included -Onsite/Software/Parts: Included 6 System Audit for PremierCAD HP NonStop $ Included • System ID#: 51493 7 SW Releases:Standard&Supplemental $ Included 8 Quarterly Newsletter $ Included ® VENDOR AGENCY:Open Text $ 1,757.00 • Product Type/Description: BI SW Z SUPPLEMENTAL SERVICE OPTIONS Service Descriptions Available Upon Request THIRD PARTY TOTAL FEES $ 35,996.00 1 24x7 Technical Support Svcs $ Included BUNDLED SERVICE OPTIONS DISCOUNT$ 2 Professional Services Training $ ® MULTI-SYSTEM(2.5%Discount $ -2.150.00 3 Professional Services Upgrades $ based on 2 subsystems) 4 Preventive Maintenance $ 5 Users Conference Advance Purchase $ 6 On-site Support(Dedicated Resource) $ 7 GeoFile Services $ MOTOROLA SOLUTIONS SERVICES $ 85,998.00 DISCOUNTS $ -2,150.00 TOTAL FEES USERS CONFERENCE ATTENDANCE ADVANCE PURCHASE DETAILS ❑ Users Conference Attendance($2,650 per Attendee) Year Number Attendees • Registration fee • Roundtrip travel for event(booked by Motorola Solutions) • Hotel accommodations(booked by Motorola Solutions) • Rental car(booked by Motorola Solutions) • Dailymeal allowance(determined by Motorola Solutions guidelines) TERM GRAND TOTAL* $ 119,844.00 *Excludes taxes if applicable Prepared by: Tanya Mansell, 714-764-1025, tanyamansell@motorolasolutions.com Motorola Solutions PSA M&SA Exhibit C 25 Version 5-13-10 Exhibit D LABOR RATES MAINTENANCE AND SUPPORT AGREEMENT 187/002031-000 TERM: 12/01/10-11/30/11 CUSTOMER: City of Elgin The following are Motorola Solutions' 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 Solutions $279 per hour, 2 hours minimum Holidays 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 Solutions $558 per hour, 2 hours minimum Holidays 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. Motorola Solutions PSA M&SA Exhibit D 26 Version 5-13-10 Ih REPORT TO MAYOR & MEMBERS OF CITY COUNCIL E LG I I\J THE CITY IN THE SUBURBS AGENDA ITEM: C MEETING DATE: April 13, 2011 ITEM: Renewal of Sole Source Maintenance Agreement with Motorola for Premier Computer Aided Dispatch and Premier Mobile Data Computer Systems ($119,844) OBJECTIVE: Approve maintenance agreement that will support operational readiness of the public safety Computer Aided Dispatch systems, and its related infrastructure, to ensure effective delivery of emergency services to Elgin residents. RECOMMENDATION: Authorize the renewal of this sole source Maintenance Agreement with Motorola to maintain public safety legacy Computer Aided Dispatch and Premier Mobile Data Computer Systems, in the amount of$119.844 BACKGROUND The city purchased, designed and implemented Motorola's Premier Computer Aided Dispatch (CAD) and Premier Mobile Data Computer (MDC) systems in 2003. Upon completion of the project in December of 2003, a one-year warranty was provided by Motorola. When the war- ranty expired, the city began an active maintenance contract for both CAD and MDC systems with Motorola. This contract provides software and hardware support for Elgin's CAD and MDC equipment twenty-four hours a day, seven days a week, 365 days a year. Because this is a sys- tem designed and implemented by Motorola, they are the only vendor capable of providing the maintenance services, requiring a sole source exception to the procurement ordinance. This maintenance agreement is funded by the E911 surcharge, requiring the approval of the Elgin Emergency Telephone System Board (ETSB). On March 17, 2011, the details of this agree- ment were presented to the ETSB board during its regular meeting. After discussion, the board recommended the execution of this agreement. OPERATIONAL ANALYSIS In the fall of 2010, the city entered into a contract with New World Systems (NWS) to provide a new records management suite for the police department. Different phases of the project are currently scheduled to become fully operational during 2011, with all modules slated for com- pletion by the end of the year. This includes a new CAD and NWS version of an MDC system. These two products are anticipated to be ready for implementation by the end of October, 2011. Until NWS components are available for public safety, it is critical to maintain an opera- tional environment within the current Motorola CAD/MDC products prior to the anticipated "go-live" of the NWS suites. Once NWS is in operating, the Motorola system will no longer be used, enabling Elgin to terminate this maintenance agreement. INTERESTED PERSONS CONTACTED Public safety personnel communicated with the Elgin ETSB. FINANCIAL ANALYSIS This Maintenance Agreement is funded wholly by the E911 surcharge. Sufficient funds have been allocated within the E911 Emergency Telephone System budget to fund this agreement. BUDGET IMPACT FUND(S) ACCOUNT(S) PROJECT#(S) AMOUNT AMOUNT BUDGETED AVAILABLE E911 Telephone 222-0000-791.40-08 N/A $188,000 $188,000 System LEGAL IMPACT The proposed purchase requires an exception to the procurement ordinance which requires the approval of two-thirds of the city council. ALTERNATIVES The council may elect not to enter into the maintenance agreement, leaving critical 911 infra- structure unsupported by its manufacturer. 2 NEXT STEPS 1. Execute the amendment 2. Continue towards the implementation of the New World CAD solution 3. Terminate the Service Agreement with Motorola 4. Notify the Elgin Emergency Telephone System Board of the termination Originators: Michael Bayard, Public Safety System Specialist Jeffrey Swoboda, Chief of Police Final Review: Colleen Lavery, Chief Financial Officer William A. Cogley, Corporation Counsel/Chief Development Officer Approved: .ea Se n R. Stegall, City Ma ger ATTACHMENTS A: Renewal of Motorola Maintenance Agreement Cad and PMDC J` ► 3 .` MOTOROLA January 12, 2011 Michael Bayard City of Elgin 151 Douglas Ave Elgin, IL 60120 RE: Extension to Maintenance and Support Agreement: 187/002031-000 Product: PremierCAD and PremierMDC Dear Mr. Bayard: By means of this letter, Motorola, Inc. hereby extends City of Elgin's maintenance and support agreement as referenced above. Enclosed are the following updated exhibits: 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 12/01/10 through 11/30/11. Pursuant of the original agreement as amended and 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 returning one copy by faxing it to my attention at 847-761-4989 on or before 02/11/11. Failure to return this fully executed letter on or before 02/11/11 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 714-764-1025 or e- mail tanyamansell@motorolasolutions.com. Sincerely, J antis JI/lan o e1 Tanya Mansell Sr. Contracts Specialist Motorola, Inc. Accepted by: MOTOROLA, [ CITY OF ELGIN By: ,0(° By: Name: Leo ffernan Name: Title: Director, System Integration and Support Title: Date: 01/12/11 Date: Motorola PSA M&SA Extension Letter Motorola, Inc.Applications and Data Solutions Public Safty Applications 7237 Church Ranch Blvd, Suite 406,Westminster, CO 80021 Exhibit A DESCRIPTION OF COVERED PRODUCTS MAINTENANCE AND SUPPORT AGREEMENT 187/002031-000 TERM: 12/01/10-11/30/11 CUSTOMER: City of Elgin The following table lists the Products under maintenance coverage: Site Ids Product Site la PremierCAD PSA232400_(CAD) PremierPMDC PSA232400_(PMDC) Motorola Software Product Description Qty PremierCAD PremierCAD Server License 1 CAD Workstation without Mapping-CAD and AWW 50 MGU License 1 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 30 AVL Server License 1 Interface Medium MDT 1 E9-1-1 1 Spectracom WWVB 1 Radio 1 ATM/AVL (2 Way) 1 TDD Interface 1 AWW to ProQ&A 17 Centracom Gold Elite 1 PremierMDC Premier MDC Server License (41-100 units) 1 (Sales Contract#7360) Premier MDC Client (41-100 units)(Sales 86 Contract#7360) Open Text Software Product Description Qty BI Product BI Starter Query Admin/User 5 Pack 1 Motorola PSA M&SA Exhibit A 2 Version 5-13-10 Exhibit A DESCRIPTION OF COVERED PRODUCTS Continued HP Non-Stop Series — System #51493 Product Description Qty Hardware 1961-B S7600 PROCESSOR WITH 1 GB MEMORY 2 3861 SERVERNET-ETHERNET CONTROLLER CRD 2 3880 SERVERNET WIDE AREA NET CONCENTRATOR 1 4619 18GB 15K RPM DISK DRIVE FOR S-SERIES 12 5142 4MM DAT,DDS-3 DSKTP NO ACL S-SERIES 1 7280 _ S76X/86X ENCLOSURE (SINGLE W/BASE) 1 7360 S-SERIES POWER SHELF 1 S7X-IPAQ S-SERIES SYS CONSOLE,IPAQ & FLAT PNL 2 Software 9190 NETBATCH 1 9640 VIEWPOINT 1 SA30 PERFORMANCE MGMT BNDLIHOST) 1 SA31V3 PERFORMANCE MANAGEMENT BUNDLE _ 1 SA57 EXPAND 1 SB71 ' NATIVE COBOL RUNTIME-S SERIES 1 SB81 COBOL85 RUNTIME- S SERIES 1 SD70 TCP/IP LAN PRINT SPOOLER 1 SE17 ENFORM PLUS _ 1 SM58V1 RSC/MP HOST 1 SM67V1 RSC/MP WIN32 WINDOWS CLIENT 1 SN73 STANDARD S-SERIES OS PACKAGE 1 SR53 PATHWAY W/TS/MP (PER CPU 1-4) 2 2010-2011 Maintenance Breakdown Product Annual Fee PCAD SW $69,901.00 PMDC SW $16,097.00 Open Text SW $1,767.00 HP HW/SW $34,239.00 PCAD, PMDC Maintenance Subtotal $121,994.00 Multi-System Discount (2.5%) ($2,150.00) PCAD, PMDC Maintenance Total $119,844.00 Monthly Billing Option $9,987.00 Motorola PSA M&SA Exhibit A 3 Version 5-13-10 Exhibit B CUSTOMER SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT 187/002031-000 TERM: 12/01/10-11/30/11 CUSTOMER: City of Elgin Introduction Welcome to Motorola Customer Support. We appreciate your business and look forward to serving your needs on your Public Safety Applications system. The Customer Support Plan is designed to provide Motorola customers the details necessary for understanding Motorola's overall support processes and policies as a compliment to the Motorola Maintenance and Support Agreement. The Motorola Maintenance and Support Agreement is the legal and binding contractual terms for which services are provided under. Questions or concerns regarding your support plan can be directed to your Support Manager. Below are the topics outlined in this Customer Support Plan: I. Service Offerings II. Accessing Customer Support Ill. Severity Levels and Case Management IV. Responsibilities V. Customer Call Flow VI. Contacts I. Service Offerings Motorola's Customer Support organization includes a staff of Support Analysts whom are managed by Motorola Customer Support Managers and are chartered with the direct front-line support of our customers. A Support Analyst is a system technologist responsible for providing direct or escalation support. A Support Analyst is sometimes referred to as a Customer Support Analyst ("CSA")or Technical Support Analyst ("TSA")or Technical Support Representative. Motorola's Support Organization offers a multi-layered approach to a total service solution. Levels of support are defined as follows: Service Levels Level 0 : Logging, dispatching and tracking service requests Level 1 Selected 1s`call support, triage and resolution :Level 2 + Telephone and/or on-site support for normal technical requirements Level 3 High-level technical support prior to Engineering escalation Level 4 Engineering software code fixes and changes Motorola provides to customers on an active maintenance and support agreement defined services and Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in section 3 of the main body of the maintenance and support agreement. Motorola PSA M&SA Exhibit B 4 Version 5-13-10 li. Accessing Customer Support The Motorola System Support Center Operations Motorola's Public Safety Applications Technical Support personnel in cooperation with Motorola's System Support Center("SSC")provide the gateway to technical support for all of Motorola Public Safety Application systems. Accessing support through Motorola's toll free 800 number, web ticketing or email ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make certain systems are restored and running at peak levels as quickly as possible. This is accomplished by obtaining accurate customer and problem details and by directing your requests to the right support team in a timely manner. The System Support Center offers total call management including: • Single point of contact for Motorola service requests • Logging, dispatching and tracking of service requests • System capabilities to identify pending cases and automatically escalate to management • Database and customer profile management • Standard reports with on-demand distribution • Case notification Motorola's System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means you can call us anytime. Support Center personnel enter requests for service, technical assistance, or telephone messages into a database system. Every time you call us,we log information about your request into the tracking system so that the information is available for reference and analysis to better serve your future service needs. Another benefit of logging every service request is that Motorola and customers can track the progress from initial contact to final resolution. There are three options for accessing Support at Motorola: 1. Motorola System Support Center Toll Free Number 2. eCase Management through Motorola On-Line 3. Email Case Ticketing Option 1 - Call Motorola System Support Center Call Motorola Toll free 800-323-9949 • Select from the auto attendant as follows: ▪ Option 2—Technical Support of Infrastructure Products, • Then select Option 6 Public Safety Applications •. Next select the appropriate system type option 1. CAD 2. RMS 3. Mobile Applications 4. Jail Management Systems 5. Law Records (LRMS) 6. Customer Service Request System (CSR) O. All Other Applications Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact and your agency and product specific Site Identification number. Providing a brief problem description will assist in defining the severity level and determine proper case routing to the appropriate Motorola technical support team member. A unique tracking number will be provided to your agency for future reference. Motorola PSA M&SA Exhibit B 5 Version 5-13-10 Generally customers calling the toll-free 800 number will access Public Safety Applications technical support directly. For heavy call times or after hours the caller will be directed to Motorola's System Support Call Center Operations. Once the logging process is complete customers are transferred directly to a Technical Support Analyst during Technical Support Operation Hours (6:00 a.m. to 6:00 p.m. Mountain Time, Monday to Friday). After support operation hours (6:00 p.m. to 6:00 a.m. Mountain Time, Weekends and Motorola Holidays)customers will he contacted within the contractually specified period of time by a Technical Support Analyst. Motorola Call Flow customer cuslpmer via an calls 800- eCase a 1 323-9949 LorEr Email' rM Buto notification is sent to � - ��} the customer with the case -- I— <s this within\ I Afler-NourS1 business > No tb pr.00eas Y number that was created. h\ours?% Response to these cases is \/ .A case is . within 2 hours. auto logged L— / in Clarify Yes I Is t the w /Fdltrnr process to 1`-- entitled to No►+( create a PO eCase i N.service? Yes ////N, ,/N..N Product support /Is this a ne�.v �\ Open and refer to �..,.._ RMs �1 team? issue? Not existing Case CAD,.TAIL,MOBILE,LRMS,CSR • /7\ • Is this a new Na. Open and refer to Y issue? / existing Case , / I__ Yes • Use the keyword list to e `_1 determine customers case ' F-TJse the keyword fist to severity Create a tech Create a tech I,; determine customers case \ support case. support case. I severity Provide customer 1, Provide customer — their case number I their case number r Tectiiii4ati. Motorola PSA M&SA Exhibit B 6 Version 5-13-10 Technical Staff Call Flow I Te ca' lSuppur ♦ An auto notification is sent to The Support the customer with an update Analyst works the issue making updates to the Clarity case. An auto notification is sent to •. the customer with an update I fuels the issue Su escalated to aun SIN.,.., R —•-Ves---f► AnThealyst logs thepport Ni,in Clearquest? SR. j An auto notification is sent to No If the customer with an update L— An Engineer works [The Support the SR and makes Analyst works the updates to the Clarify case to Clarity case. resolution. An auto notification is sent to i / the customer with an update The Engineer 1 'k works the SR to resolution. Support technician closes the Clarify case I An auto notification is sent to the customer with resolution Support technician information \i( is'icloses the Clarify End customer case after FRB process and CreshTrack process. Motorola PSA M&SA Exhibit B 7 Version 5-13-10 Call Flow After-Hours \After- Ham/ i \\\ _ �,` Is the J+`Fo{low process to customer entitled to? No"' create a PO \ervice? Yes IS \ Product supported __ARMS r the customer team? Gold Level? '\ Yes ',Ns,/ Call Support N� Manager and On- CAD,PMDC,JAIL,LRMS,CSR Call Technical T /f!N\\, Yes Support Analyst �- Is the 'N Gall the On Call, customer Technical Support s calling RMS? Analyst ~,, And is it completely / ,i inoperable? ,% N• No.... ...........__.•._ -- Use the keyword list to v Create a Clarify determine customer's case \ l case and submit it j severity CEnd Process }'t to the PRODUCT // Clarify Queue Motorola PSA M&SA Exhibit B 8 Version 5-13-10 How to Obtain Technical Support for Products • Action / Response Step 1.Call the System Support Center 1-800-323-9949 Step 2.Select option 2 (Technical Support) Step 3.Select option 6 (Public Safety Applications) Step 4. Select product specific option Step 5.Provide Site Identification Number(See Exhibit A-Description of Covered Products for Site Identification Numbers) Step 6. Provide Your Information Caller Name Contact Phone Number Description of problem Severity of system problem determined at time of call Time available for call back Email address Step 7. Case Number Generated Caller will receive a Case number for tracking the service request. Check Status The caller may check the status of a Case at any time by calling the System Support Center at 1-800-323-9949 and following steps 2-4 above and providing the case number. Case Assignment The Customer Support Representative will determine a course of action and assign the Case to the appropriate group. Standard Response Time RESPONSE See Section III for Severity Level definitions Severity 1: 1 hour Severity 2: 3 business hours Severity 3: 6 business hours Severity 4: 2 business days Step 8. Notification of CASE All Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case: Open, Assigned, Site Arrival, Deferred or Closure. To request case notifications, please contact your Support Manager. Notification of CASE Open/Close Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case:Open or Closure. To request case notifications, please contact your Support Manager. Motorola PSA M&SA Exhibit B 9 Version 5.13-10 Option 2 - Submit a ticket via eCase Management from Motorola On-Line Motorola On-Line eCase Management provides a fast, intuitive, and efficient interface for Technical Case Management that allows customers to open,update, and view the status of their cases on the web. Setting Up a Motorola On-Line Account to set up a Motorola On-Line account, please.visit https://businessonline.motorola.com and follow the directions on the link for"Sian Up Now. A User ID and Password are not required for setting up your account. After accessing the link above, indicate in the"Additional Information"field you are a Public Safety customer seeking access to eCase Management. Once you submit your request, you will receive a confirmation email .indicating receipt and including additional details about the Motorola On-Line account set up. In approximately 4-5 business days an additional email will he sent which includes details about your `On-Line account: Accessing the Technical Case Management web site Once you have set up your agency's Motorola On-Line Account, to access the site simply log onto Motorola at businessonline.motorola.com with your user ID and password, click on the Contact Us - Open Case, and select System Support Issue from the Issue Type drop-down. Primary Features of On-Line Technical Case Management Motorola customers have three main functions available through Motorola On-Line to manage their cases: A. Open new cases B. Search for existing cases and view details of the existing case C. Update existing cases by adding notes A. Open a New Case 1. Log into Motorola On-Line 2. Click on the"Contact Us" Open Case 3. Then select the Reason Code =System Support Issue (and the page will automatically reload) wrarnnsros.er t?44r.Case• .. $eeFch`;6ai5tti; tasm FfistrJry.:' _ Open Cast Welcome to the Open Request Screen.From hero,you may open a request which will be tracked and routed to the proper Motorola Employees. To permanently change your email address or phone number,you must go to the Motaroie Membershlo Ste Contact Name: Motorola Online WebeD Contact Phone: 600.814.0601 Contact Email: cucmh10?hotmail.com Reason: Website Issue Credit Issue Vine: Order issue ............ PreSale Inquiry Description: Product Issue Service Issue , ;� $ 8larnSUP Ott 1sj 53 Trail-mg Issue Website Issue Motorola PSA M&SA Exhibit B 0 Version 5-13.10 4. Fill in the Case Title(description of request)and choose the applicable Site (which are listed alphabetically) 5. Choose case type Technical Support, Severity Level and Public Safety Applications System 6. Fill in a detailed description of your issue 7. Click"Create Case" Screen Shot from Steps 4-6 LJejeune I4Ikr C%.ea I':t ,e.t trt.ea.rr.r_'c.e,pc/u_ay .r.er.t 11,1be:1Aii7Kh x,C t ,e.kra a.a1 r-. t1,e p q tt tdt:mil H),Ttt::t,t:',r}e'epetittiri111.0::tuikentru:hoerpa::r.cr.ipi.„:v�;c;xSr..:"%<_:i.;rt3 tomari.Satre I'19:";AP!,T.,',"+taF C464.0A.Ft'Cf.K?t'r 7.)} Rs44.Gr: Fr.tetnc.xq•;r,t,�;:r.� 5,}7tum Styt:Npmt fa f:;b.: i:F,..;a�...._..........«.............,..-....... .. ..........,._......-..,.,� l Case 114C' h'"rSSb c z::a� ....J strtxg: ^14:t.5.,!r:e rwtg:tvIa t J Oe ttDate Email Confirmation 1. eCase Management will give immediate confirmation of case number(new case numbers are 8 digits long) 2. The confirmation screen includes"expand all"and"collapse all"buttons for case notes B. Search for a Case 1. Log into Motorola On-Line 2. Click on the"Contact Us" Search Case 3, Select the"System Support Issue"type(the webpage will automatically reload) • erOnmaidle 'sBrdtC� s .,ram,. ,-ppktytgr ye r., Motorola PSA M&SA Exhibit B 11 Version 5-13-10 di.NYiy fe:' :': ESiW.fiirm L+inl.:: 1111 r J Type. tbIC ((tufty' IC;tv-j �.......� aye a f:'171!.76C .:1 .:;V,itt::. . ,.�..n...-:+..r�riww+wY./:N+........rw-..nw.:..-r.......,..v..:..w....,..r.w-s.:r:.....+...ri......::aw.,.....-......... C. Add Notes to an Existing Case 1. You can also add notes after submitting your case, by clicking on the"Add Notes" button : .... Rasa r 2refikr lii::: !S'"li Case Number; 1iii:t:Tt^r Wit C41;401012:'7wr:t ;Mem$ha ID:f L.r;1 l) CeUttfetrhAlbtt ?LI r. %ramSha*AMC c il: ;ise:'.....«..",. i1010 s.1 r .YSw''':,h's4q:i1.vi e„t.:ty.t twit It .. haws Typt:i: 7etl:n f;:}a.,tq l:aau Typo:kch:,o:l•h!avvicituti C4:0 Siwi(.: X{�trlilrCalJapS+; Can:a:s hame: TtSt £y .1. WsE O ront;fti.PF IM*:+:l7.-• ittY3' Buttons Ctatad liatak:: t r,tfi'ieritai _._, Ac11iy p11iaR7mt" XtiidlY litW,itlJitY _--_.. ... -_ r...__--. M ._......_.. ,1)Iltikut 's'.l:r'.�ai—,.�......_._ ..-;,Lti :tr.s,'#r.'.t l 'J � ..: +.4 Lu9 s7�11 I ..�.... ....._.__:..........,._ Add Notes c:: 1MONata Motorola On-Line Support 1. Motorola does not recommend using this tool for opening Severity 1 or 2 cases. For any critical issues, customers should contact the System Support Center by calling 800-323-9949 and following the appropriate prompts. 2. The same guidelines would apply to updating cases with critical information.Any critical updates should be reported directly to Support at 800-323-9949. 3. When updating case notes, please provide your contact information,which includes your phone number, pager number, etc. For questions on Motorola On-Line eCase Management or administrative support, please contact the Motorola Online Helpdesk at molhelo1(amotorola.com or call 800-814-0601. Motorola PSA M&SA Exhibit B 12 Version 5-13-10 Motorola PSA M&SA Exhibit. B 13 Version 5-13-10 Requirements for effective usage: Browser: Internet Explorer 5.0 or greater Valid MOL user ID and Password Motorola On-line Flow ;Case Process v Is custohmer / Follow the entitled to No- — procesas toQcreate I service? Yes s the product<NN. supported by Salt Lake Ci Assign the Tech y Support case to Boulder or Salt ty the"PSA Salt Lake Lake City? City"Clarify Queue l • Boulder i A an uto notification is sent to Assign the case to The case is 1 the owners of the queue. the"PSA Boulder — — --.--•4tr>I assigned to the / Clarify Queue" appropriate queue. I • Technical Motorola PSA M&SA Exhibit B 14 Version 5-13.10 Option 3 - Submit a ticket via Email Case Management An alternative Customer Support tool is available for PSA customers.Along with the toll-free phone number and Motorola Online, customers can request technical support by email. For many customers who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating cases. To ensure proper case management and contractual response, email ticketing is only available for severity levels three and four. In order to properly process a ticket via email, the message must be formatted exactly as described below: Instructions are also located under"Resources"at: https://motonline:mot.com 1. Address your email to PSACASE(@motorola.com 2. Type PSA Service Request and a brief description of the system issue in the Subject line of the e-mail message. This will become the case title 3. Type Site ID=followed by the site identification number of the system location 4. Type Product Type=followed by the product family type. Choose from the following list: • CAD (OR FRIENDS OF CAD, such as AWW,ATM, AVL and UDT) • CSR(CUSTOMER SERVICE REQUEST) • INFOTRAK, LRMS • JAIL MANAGEMENT(OFFENDERTRAK) • MOBILE APPLICATIONS (PMDC, AIRMOBILE,TXMESSENGER) • NETRMS 5. Type Contact First Name =followed by your first name or the name of the person you would like support personnel to contact 6. Type Contact Last Name =followed by your last name or the name of the person you would like support personnel to contact. 7. Type Phone Number = followed by the area code and phone number where the contact person may be reached 8. Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases must be opened via the toll-free PSA customer support number 9. Type Problem Description =followed by a comprehensive description of the problem 10. Send the message to us. You will receive an email with your case number for future reference. If an email response is not received, or if you need to open a severity level one or two case, please contact the PSA customer support at 1 800-323-9949 for further assistance. SAMPLE Email Ticket Formatting: To Ipsacase(slymotorola.comi cc Subiett: IPSA Service Request:P.14RMS Reports Not Functional Site ID number: PSA12845_(NetRMS) (Clarify site identification number) Product type: t4etRtv1S (Specific product such as LAMS, NetRMS, Preen ?r MDO, etc.) Contact first name:John Contact last name: Doe Phone number: 303-123-4667 • Severity level: Level 3 (Email ticketing is available for severity levels three and four only) Problem description: NetRIVIS does not allow for the creation of manual-case reports which is affecting the generation of daily reports (Include a comprehensive description of the problem) Motorola PSA M&SA Exhibit B 15 Version 5-13-10 Ill. SeverityLevels and Case Management 9 Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer's more severe service needs. Severity level response time defines the actions that will be taken by Motorola's Support team. Due to the urgency involved in some service cases, Motorola 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 • RESPONSETIME LEVEL Total System Failure-occurs when the System is not functioning and there is no workaround;such as a Central Server is down or Telephone conference when the workflow of an entire agency is not functioning. This level within 1 Hour of initial is meant to represent a major issue that results in an unusable voice notification 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 'Telephone conference operations is not functioning and there is usually no suitable work- within 3 Business Hours 2 around. Note that this may not be applicable to intermittent of initial voice notification problems.This level is meant to represent a moderate issue that during normal business limits a Customer's normal use of the System, Subsystem, Product hours or major non-critical features. Non-Critical Failure-Non-Critical part or component failure occurs Telephone conference when a System component is not functioning,but the System is still within 6 Business Hours 3 useable for its intended purpose,or there is a reasonable of initial notification workaround. This level is meant to represent a minor issue that during normal business does not preclude use of the System,Subsystem,Product,or hours critical features. 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 4 workflow. This level is meant to represent very minor issues,such Business Days of initial as cosmetic issues,documentation errors,general usage questions, notification and product or System Update requests. Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Motorola PSA M&SA Exhibit B 16 Version 5-13-10 Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation-Policy- Severity Level I CRITICAL ACTION RESPONSIBILITY Initial service request is placed. Support Analyst begins 0 Hours working on problem and verifies / determines severity Support Analyst level. If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who Support Analyst 2 Hours assigns additional resources. Email notification to Customer Support Manager Director of Customer Support and Director of System Integration. If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Manager 4 Hours Customer Support and Director of System Integration to Director of Customer Support assign additional resources. Email notification to Vice Director of Systems Integration President of System Integration and Vice President Customer Support. Customer Support Manager If a resolution is not identified within this timeframe, Director of Customer Support 8 Hours Director of Customer Support escalates to Vice Director of Systems Integration President of System Integration, Vice President of VP of System Integration Support, and account team. VP of Customer Support If a resolution is not identified within this timeframe, Senior Management Director of Customer Support escalates to Vice Support 12 Hours President of System Integration, Vice President of Operations Support, and account team, Senior Vice President's of Systems Integration Operations, System Integration, Customer Support and Engineering Engineering. All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning. 3.1 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 Motorola's call incoming center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer- reported problem. 3.2 Motorola 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 Motorola diagnostics indicate that a Residual Error is present in the Software. Should Customer report an error that Motorola cannot reproduce, Motorola may enable a detail error capture/logging process to monitor the System. If Motorola is unable to correct the reported Residual Error within a reasonable time, Motorola will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Motorola, in its sole discretion, determine that such Residual Error is not present in its Release, Motorola 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. Motorola PSA M&SA Exhibit B 17 Version 5-13-10 Error Correction Status Report. Motorola 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. IV. Key Responsibilities 4.1 Motorola Responsibilities 4.1.1 Anti-virus software. At Customer's request, Motorola 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. Motorola will respond to any reported problem as an escalated support call. 4.1.2 Customer Notifications. Motorola will provide access to (a) Field Changes; (b) Customer Alert Bulletins;and (c) hardware and firmware updates, as released and if applicable. 4.1.3 Account Reviews. Motorola will provide annual account reviews to include (a) service history of site; (b)downtime analysis; and (c)service trend analysis. 4.1.4 Remote Installation. At Customer's request, Motorola will provide remote installation advice or assistance for Updates. 4.1.5 Software Release Compatibility. At Customer's request, Motorola will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Motorola's Software Supplemental or Standard Releases 4.1.6 On-Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Motorola's facilities. Motorola will decide whether on-site correction of any Residual Error is required and will take appropriate action. 4.1.7 Decision Support System ("DSS") Products. (Applies to Motorola's Premier CAD 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 Motorola's then current rates for professional services. 4.1.8 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 not part of the covered Services. 4.1.9 Annual System Performance Review and Report. Motorola will prepare the following reports to include: 4.1.9.1 (Applies to Premier CAD 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 Motorola PSA M&SA Exhibit B • 18 Version 5-13-10 4.1.9.2 (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 4.1.9.3 Based on the Annual System Performance Review and Reports, Motorola'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 Motorola CAD Software.) 4.1.10 On-site Product Technical Support Services. Motorola will furnish labor and parts required due to normal wear to restore the Equipment to good operating condition. 4.1.11 Seller Response. Motorola 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. 4.1.12 At Customer's request, Motorola will provide continuous effort to repair a reported problem beyond the PPM. Provided Customer gives Motorola access to the Equipment before the end of the PPM, Motorola 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 Motorola's then current rates for professional services. 4.1.13 CAD HP NonStop S-Series Services Continuous The PPM is 24 hours a day, 7 days a week. On-site response time is Availability within two (2)hours for customers within 50 miles of an HP Service Center. 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. 4.1.13.1 Under all CAD HP NonStop Series hardware service plans, coverage will include: • Perform corrective service during the PPM specified in the Plan. • •Log all service requests and furnish telephone and/or on-line diagnostic services from the Motorola's call intake center or the HP Nonstop Global Management Call Support Center (GMCSC)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 area Lead with rotational Customer Engineers based on geographical regions that will be responsible for providing service. Motorola PSA M&SA Exhibit B 19 Version 5-13-10 • Provide unlimited level 0 support provided by Motorola's System Support Center • Provide unlimited level 1, 2, and 3 technical telephone support provided by Motorola's Technical Support Team • Escalation to Engineering for 4th level support as appropriate • Telephone and Remote dial-in support • Software patches, bug fixes and Supplemental (maintenance)releases as described in the maintenance and support agreement terms • Repair or exchange of hardware component failures during the warranty term (as applicable) • Respond to customer's support requests timely. Response criteria are based on severity level as described in Section III of this document. 4.1.14 Support on Hardware Customer will provide all on-site hardware service or is responsible for purchasing on-going maintenance for 3`d party on-site hardware support. Third party support on some system components may be available through Motorola's maintenance and support agreement. Customer will contact the appropriate vendor directly for parts and hardware service if not purchased through Motorola's maintenance and support agreement. 4.1.15 Support on Motorola Software Motorola will provide any required software fixes in the form of either a "patch" or in a Supplemental (maintenance) Release. 4.1.16 Maintenance Contract Administration Motorola's Maintenance Contracts Administration Department manages the maintenance agreement following the warranty term that may be included in the purchase of a Motorola system. Approximately four months prior to the expiration of the warranty period, the Contracts Administration team will contact the customer to discuss the options available for their specific site. The terms of the agreement can be customized to your agency's budgetary requirements and cycle. Motorola offers various levels of support to meet an agency's requirements,for example: • Telephone, dial in support for software fixes • Varying hours of coverage • Third party vendor services • On-site services • Users Conference • Professional Services 4.1.17 Reports Service history reports and notifications are available from the Motorola call tracking system. If you are interested in obtaining access to service history reports and ticketing notifications, inquire with your Technical Support Representative. 4.2 Customer Responsibilities 4.2.1 Initial logging of issue 4.2.2 Assist in assessing severity level 4.2.3 Contact Motorola to escalate service requests 4.2.4 Parts replacement(if applicable) 4.2.5 Dial in connectivity and telephone access to Motorola personnel Motorola PSA M&SA Exhibit B 20 Version 5-13-10 4.2.6 Anti-virus software. Customer is responsible for running any installed anti-virus software. 4.2.7 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 Motorola to verify that a given OS upgrade is appropriate. 4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your system errors, Motorola has created the Trouble Report Form (page 17). Completion of this form by the customer is voluntary. The Trouble Report form helps Motorola Technical Support reduce errors by increasing the understanding of the problem description definition. It may also improve repair time by understanding the probability of repeat errors. Additionally, should escalation to Motorola's Engineering team be required, information gathered on this form will aid by potentially avoiding the wait associated with error reoccurrence. Information customers provide on the Trouble Report form will assist Motorola Support team expedite the troubleshooting process. Your assistance in providing the information is appreciated. Once you complete the form, please e-mail or fax this form to the Technical Support Representative assigned to work on the issue reported. Motorola PSA M&SA Exhibit B 21 Version 5-13-10 Trouble Report Form Agency Name: Motorola Case Number: Contact Name: E-mail Address: f • Contact Phone: I Contact Fax: Severity Level: CAD Correction#: fJ Subject: ProducWersion: Problem Please ensure that the description provided is as detailed as possible. By including accurate details,Motorola's Description: opportunity to resolve the issue promptly and successfully increases.Please be sensitive to the use of verbiage that is specific to your agency or area of the country.Full understanding of the facts on a reported Issue increases Motorola's probability of locating a root cause and achieving a timely resolution. Steps to Motorola understands that duplication is not always easy.However,if you are able to duplicate the issue,providing us Duplicate: with the detailed keystrokes will greatly improve our ability to correct the issue in question.When unable to duplicate the issue on demand,providing us with detailed steps that preceded the issue reported will greatly help. Step One: Step Two: Step Three: Step Four: 1 Step Five: Step Six: Step Seven: Additional Steps: Expected Results: Actual Results: Configuration Checked: Motorola PSA M&SA Exhibit B 22 Version 5-13-10 V. Customer Call Flow To Be Provided By Customer VI. Contact Information Motorola Contacts F 1� 1 4 + ,R"0"sP tl 4/- ; 1 fee 4<'•'j la..> M�r�;r�ik+ Pab� � I �t t, Motorola System Support Center (800) 393-9949 Steven Gissen Director, Customer Support (303) 527-4170 Stephen.Gissen a?motorola.com Jackie Thomas Technical Support Manager (303) 527-4016 iackie.ihomasnmotorola.com Chris White --_-- Implementation Manager (801) 230-7032 Christopher.W hite(amotorola.com Phillip Askey Technical Support Manager (720) 565-4764 P.Askeynmotorola.com Shelley Rhoads Customer Support Business Manager (951) 245-7416 srhoadsmotorola.com Motorola PSA M&SA Exhibit B 23 Version 5.13-10 Customer Contacts (to be provided by Customer) Customer Agency Name: Address: City, State and Zip: Billing Contact Name: Phone No: Fax No: Email: Backup System Administrator Name: Phone No: Fax No: Pager & Pin No: Email: Service Escalations Contact Name: Title: Work Phone No: Home Phone No: Mobile Phone No: Pager & Pin No: Email: Motorola PSA M&SA Exhibit B 24 Version 5-13-10 • Exhibit C SUPPORT PLAN OPTIONS AND PRICING WORKSHEET Maintenance and Support Agreement# 1871002031-000 Term Length 12 Months Term Start Date 12/01/10 _ Term End Date 11/30/11 CUSTOMER AGENCY City of Elgin BILLING AGENCY City of Elgin I Address 151 Douglas Ave Address 151 Douglas Ave City,State,Zip Elgin,IL 60120 City,State,Zip Elgin, IL 60120 Contact Name Michael Bayard Contact Name Accounts Payable Telephone Number 847-289-2574 Telephone Number Fax Number 847-289-2670 Fax Number . Email Address Bayard_M(rilcityofelgin.org Email Address For support and updates on products below, please contactMotorola's Public Safety Application's Customer Support: (800)323-9949 Option 2,Option 6,then select the corresponding product prompts as follows A______ D_..-.__.:__., uY 3 MOBILE APPLICATIONS 4 JAIL MANAGEMENT 1 _ CAD PRODUCTS 2 RMS .._ , ❑ PremierOne CADTM. —_. .• 0 FRMS 0 PremierOne Mobile , 0 : OffendertrakTM • i PremierMDCT"' • 0 Imagetrak1M � ® Premier CADTM • 0 •Net RMS • ® Management Systemm 0 Motorola®Computer Aided Dispatch ❑ Cruiser 0 AirMobile,�, ❑ Case Marva g .. ® CAD HP NonStopT"Serves hardware ❑ ActivePaper 0 TxMessenger'" 5 LRMS . _ • 0 OTHER • - _ - i Framework - ❑ Custom Software ❑ Infotrak"'(LRMS) ❑ Integration 0 Enhancements to Products ❑ UCRR . ❑ Customer Service Request S stem 0 Other MOTOROLA SERVICES TERM FEES THIRD PARTY SERVICES TERM FEES ® $ 34,239.00 STANDARD SUPPORT SERVICES $ 85,998.00 El VENDOR AGENCY: HP 1 Customer Support Plan $ Included • Product Type/Description: HP NonStop Series 2 Case Management 24X7 $ Included — • Service Level:High 3 Technical Support Monday through Friday -Hours of Coverage: 24 hours a day,7 8:00 a.m.to 5:00 p.m.Customer local time $ Included days a week 4 Third-party Vendor Coordination $ Included -Response Time:4 hours on-site 5 On-site Support(when applicable) $ Included Onsite/Softwar©/Paris: Included 6 System Audit for PremierCAD HP NonStop $ Included • System ID#:51493 7 SW Releases:Standard&Supplemental $ Included B Quarterly Newsletter $ Included VENDOR AGENCY:Open Text $ 1,757.00 • Product Type/Description:BI SW ID SUPPLEMENTAL SERVICE OPTIONS Service Descriptions Available Upon Request THIRD PARTY TOTAL FEES $ 35,996.00 1 24x7 Technical Support Svcs $ Included ^; BUNDLED SERVICE OPTIONS DISCOUNT$ 2 Professional Services Training $ — [ MULTI-SYSTEM(2.5%Discount $ -2.160.00 3 Professional Services Upgrades $ ._. based on 2 subsystems) 4 Preventive Maintenance $ 5 Users Conference Advance Purchase $ 6 On-site Support(Dedicated Resource) $ -- 7 GeoFile Services $ 8 Monitoring Services $^ — --- MOTOROLA SERVICES TOTAL FEES $ 85,998.00 DISCOUNTS $ -2,150.00 USERS CONFERENCE ATTENDANCE ADVANCE PURCHASE DETAILS 0 Year• Number Attendees Users Conference Attendance($2,650 per Attendee) Roundtrip travel for event(booked by Motorola) • Registration fee • Hotel accommodations(booked by Motorola) • Rental car(booked by Motorola) • Daily meal allowance(determined by Motorola guidelines_ TERM GRAND TOTAL* $ 119,844.00 I 'Excludes faxes if applicable Prepared by: Tanya Mansell, 714-764-1025, tanyamansell©atotorola.com • Motorola PSA M&SA Exhibit C 25 Version 5-13-10 Exhibit D LABOR RATES MAINTENANCE AND SUPPORT AGREEMENT 187/002031.000 TERM: 1 210 1/1 0-1 1 13 0/1 1 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 gj, .�. ,}�o-�p�S ° '* s.;" �a �, > ,yy LABOR RATES �^.'�-��%<R k"$5.'S byM �k."'ri�i��w'T.. 8 a.m.-5 p.m, M-F (local time) j $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 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. Motorola PSA M&SA Exhibit D 26 Version 5-13.10 - I r r Resolution No. 11-68 RESOLUTION AUTHORIZING EXECUTION OF AN ADDITIONAL SOFTWARE LICENSE AGREEMENT WITH NEW WORLD SYSTEMS CORPORATION BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN,ILLINOIS,that Sean R. Stegall,City Manager,and Diane Robertson, City Clerk,be and are hereby authorized and directed to execute an Additional Software License Agreement with New World Systems Corporation on behalf of the City of Elgin for additional software in connection with the records management system project,a copy of which is attached hereto and made a part hereof by reference. s/Ed Schock Ed Schock, Mayor Presented: April 13, 2011 Adopted: April 13, 2011 Vote: Yeas: 7 Nays: 0 Attest: s/Diane Robertson Diane Robertson, City Clerk I . ,,,„Rol A'Tery %2b ic/ ,-) cI v///.c March 21, 2011 ADDITIONAL SOFTWARE LICENSE AGREEMENT Ms. Kristie Hilton City of Elgin Police Department 151 Douglas Avenue Elgin, IL 60120 Dear Ms. Hilton: New World Systems is pleased to license you additional software per your request. This document and all attachments, when executed by both parties hereto, shall constitute an agreement between the City of Elgin, Illinois, a municipal corporation (hereinafter referred to as "Customer"), and New World Systems Corporation, a Michigan corporation (hereinafter referred to as "New World"). The attached forms (Exhibit AA and Proposal Summary dated 3/21/2011) are to be reviewed and approved by you and/or your authorized representative. They describe the additional software and services you have requested along with the related fees. Other than for the purposes of internal review, we ask that you treat our fees as confidential information. This is due to the competitive nature of our business. The General Terms and Conditions from our original License Agreement dated May 24, 2010, are hereby incorporated into and made a part of this Agreement and shall continue to apply in full force and effect. Any taxes or fees imposed from the course of this Agreement are the responsibility of the Customer. We thank you for your continued business with New World Systems. We look forward to working on this project with you. ACKNOWLEDGED AND AGREED TO BY: NEW WORLD SYSTEMS®CORPORATION CITY OF ELGIN, IL (New Id (Custome By: Y. By: ity Manager Larry D. L weber, President thorized Signatur Title By: h `AA.'.1 )A 44 City Clerk Authorized Si nature Title Date: 04-07 ! f Date: 04-13-11 Each individual signing above represents that(s)he has the requisite authority to execute this Agreement on behalf of the organization for which (s)he represents and that all the necessary formalities have been met. The"Effective Date"of this Agreement is the latter of the two dates in the above signature block. PRICING VALID FOR 30 DAYS FROM DATE REFERENCED ABOVE. Corporate:888 West Big Beaver Road,Suite 600, Troy,Michigan 48084-4749 248-269-1000 www.newwortdsystems.com 3A MSP 032111 IClear.xls Page 1 EXHIBIT AA TOTAL COST SUMMARY AND PAYMENT SCHEDULE I. Total Costs Summary: Licensed Standard Software and Implementation Services DESCRIPTION OF COST COST A. LICENSED STANDARD SOFTWARE as further detailed in the Proposal Summary $11,000 B. INSTALLATION AND TRAINING SERVICES as further described in the Proposal 13,000 Summary ONE TIME PROJECT COST: $24,000 C. TRAVEL EXPENSES(Estimate) $1,500 II. Payments for Licensed Standard Software and Implementation Services DESCRIPTION OF PAYMENT COST A. ONE TIME PROJECT PAYMENTS: 24,000 1. Amount due upon the Effective date(60%) 14,400 2. Amount due upon delivery(40%) 9,600 ONE TIME PROJECT PAYMENT: $24,000 B. TRAVEL EXPENSES (Estimate) $1,500 1. 1 trip is anticipated, to be billed at actual cost for reasonable expenses incurred for airfare, rental car, lodging, tolls, mileage, and daily per diem expenses. All travel costs will be billed weekly for services provided in the previous calendar week. III. Standard Software Maintenance Services $1,760 Standard Software Maintenance Agreement (SSMA) fees for the software listed on the attached proposal will be added to Customer's current SSMA fees and will commence 90 days after delivery of the software; year one cost to be prorated to run concurrently with Customer's existing SSMA. Subsequent year SSMA fees for the above software will be consistent with the SSMA agreement currently in effect. ALL PAYMENTS ARE DUE WITHIN THIRTY(30) DAYS FROM RECEIPT OF INVOICE NEW WORLD SYSTEMS'Aegis PUBLIC SAFETY SOFTWARE 3A MSP 032111 IClear.xls CONFIDENTIAL AND PROPRIETARY Page 2 L CITY OF ELGIN,IL Budgetary Proposal Summary March 21,2011 A. STANDARD APPLICATION SOFTWARE 1.2'3'4 ITEM DESCRIPTION INVESTMENT AEGIS LINK SOFTWARE 1. Data Exchange -Data Sharing Exports $11,000 TOTAL SOFTWARE LICENSE FEE 6.7 $11,000 B. IMPLEMENTATION SERVICES 8 ITEM DESCRIPTION INVESTMENT IMPLEMENTATION SERVICES 1. Up to 20 hours of Implementation and Training Services are included for: 2,600 -Software Tailoring and Set Up -User Education and Training -Other Technical Support *Assumes train-the-trainer approach 2. CUSTOM SOFTWARE/CUSTOM SOFTWARE INTERFACES (Estimate)9 10,400 Third Party Software Product(Custom Interfaces) - IL State Data Repository(ICLEAR—Data Warehouse) 10,400 New World will provide a one way interface that exports N-DEX compliant case and arrest information for transmission to IL state data warehouse. New World Systems is targeting delivery and installation of this interface in Q4, 2011. TOTAL IMPLEMENTATION SERVICES $13,000 TOTAL ONE TIME COST $24,000 Elgin PD,IL Proposal Summary NEW WORLD SYSTEMS'Aegis PUBLIC SAFETY SOFTWARE 3A MSP 032111 IClearxls CONFIDENTIAL AND PROPRIETARY Page 3 C. MAINTENANCE ITEM DESCRIPTION INVESTMENT 1. COMBINED STANDARD SOFTWARE MAINTENANCE AGREEMENT(SSMA)(Per Year Cost) Annual SSMA to begin at the end of the warranty period;year one cost to be prorated to run concurrently with Customer's existing SSMA. 90-Day Warranty from Date of Delivery No Charge Year 1 SSMA $1,760 D. TRAVEL AND LIVING EXPENSES(Estimate) ITEM DESCRIPTION INVESTMENT 1. TRAVEL AND LIVING EXPENSES(Estimate) Estimated 1 trip at$1,500 per trip. $1,500 PRICING VALID FOR 30 DAYS FROM DATE REFERENCED ABOVE. MSP ENDNOTES Personal Computers must meet the minimum hardware requirements for New World Systems'MSP product. Microsoft Windows XP or later is required for all client machines. Windows 2003/2008Server and SQL Server 2005/2008 are required for the Application and Database Server(s). 2 New World Systems'MSP product requires Microsoft Windows 2003/2008 Server and SQL Server 2005/2008 including required Client Access Licenses(CALs)for applicable Microsoft products. Servers must meet minimum hardware requirements provided by New World Systems. 3 New World Systems'MSP product requires Microsoft Excel or Windows Search 4.0 for document searching functionality; Microsoft Word is required on the application server for report formatting. 4 New World recommends a 100/1000MB(GB)Ethernet network for the local area network. Wide area network requirements vary based on system configuration, New World will provide further consultation for this environment. 5 Supports export of data using standard New World schema;use of non-New World schema requires additional custom hours. 6 Prices assume that all software is licensed. Prices are quoted as preliminary estimates only and are subject to further clarification and confirmation. 7 Any taxes or fees imposed are the responsibility of the purchaser and will be remitted when imposed. 8 Travel and expenses are not included as they are billed at actual cost. 9 Custom interface will be operational with existing third party software.Any subsequent changes to third party applications may require additional services. Elgin PD,IL Proposal Summary NEW WORLD SYSTEMS'Aegis PUBLIC SAFETY SOFTWA RE 3A MSP 032111 IClear.xls CONFIDENTIAL AND PROPRIETARY Page 4