HomeMy WebLinkAbout_4.5(c)--Approve the Second Amendment to the Master Services Agreement (C- GI �" Y � F
� � � ° � � � " � � CITY OF REDDING
REPORT TO THE CITY COUNCIL
MEETING DATE: April 4, 2023 FROM: Nick Zettel, Director of
ITEM NO. 4.5(c) Redding Electric Utility
***APPROVED BY***
�4..ry
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�k et e o� �rcctor�i9' e in r tric�Llt'rtity 3/2�+t2��3 �� �ry` iApin,Ci ��� �na � � 3/'�9/2423
nzettel@cityofredding.org btippin@cityofredding.org
SUBJECT: 4.5(c)--Approve the Second Amendment to the Master Services Agreement (C-
5860) with Orcom Solutions LLC dba VertexOne Business Services ("VertexOne"
Recommendation
Approve the Second Amendment to the Master Services Agreement (C-5860) with Orcom
Solutions LLC dba VertexOne Business Services, the current provider of the hosted Customer
Information System (CIS) billing system for all City of Redding utilities, upgrading the current
VSSP (customer web portal)platform to the VertexOne Digital product in the amount of$60,614
for a one-time implementation fee and monthly subscription fee of $2,420; and authorize the
City Manager, or designee, to execute any necessary documents and amendments to complete
the work.
Fiscal Impact
Adeguate funding is available in Redding Electric Utility's current biennial Customer
Information System (CIS)/Orcom Maintenance budget. Costs for the project include a $60,614
one-time implementation fee and a monthly subscription fee of$2,420.
Alter�native Action
The City Council (Council) could choose not to approve upgrading the customer web portal and
provide alternative direction to staff.
Background/Analysis
Sinc� 2014, Orcom Solutions LLC dba VertexOne Business Services (VertexOne) has provided
the hosted VXcis (formerly eCIS+) billing software solution, including a base VSSP customer
web portal. The current partal offers City of Redding utility customers limited ability to obtain
usage and billing information and interact with the CIS. VertexOne's newest online portal offers
customers expanded access to detailed utility account information and insights in an easy-to-use
form. It allows utilities to broadcast messages based on account information, offering an
enhanced capability to communicate with customers proactively. This upgrade will provide
eustomers aecess to a more robust self-serviee portal.
Report to Redding City Council March 29,2023
Re: 4.5(c)--Approve the Second Amendment to the Master Services Agreement(C-5860)Page 2
Upgrading to VertexOne Digital, a customer engagement tool, builds the necessary foundation
for future capabilities such as online billing, bill print, or recurring credit card payments. Staff
anticipates returning to the Council in the late spring of 2023 with requests regarding those
future customer billing and payment options.
EnviNonmental Review
This is not a project defined under the California Environmental Quality Act, and no further
action is required.
Council PNio�^ity/City Manager Goals
� Communication and Transparency — "Improve the quality of communication with the
public and City employees to enhance knowledge and increase transparency to improve
public trust."
• Government of the 21st Century — `Be relevant and proactive to the opportunities and
challenges of today's residents and workforce. Anticipate the future to make better
decisions today."
Attachments
Second Amendment to Master Service Agreement(C-5860)
C-5860 First Amendment
G5860 Vertex Master Service Agreement
SECOND AMENDMENT TO THE MASTER SERVICES AGREEMENT,G5$60
This Second Amendment to the Master Services Agreement(this"Amendment No.2")is effective as of
April 4th,2023 by and between VertexOne Software,LLC f/k/a Orcom Solutions LLC("VertexOne"),and the City of
Redding("Client"). VertexOne and Client are sometimes referred to herein individually as a"Party"and
collectively as the"Parties". Capitalized terms used but not otherwise defined herein shall have the meaning
ascribed to them in the Agreement(as defined below).
RECITALS
WHEREAS,VertexOne and Client are parties to the Master Services Agreement dated as of December 4Ln,
2012,as amended(the"Agreement").
WHEREAS,VertexOne,and Faneuil,inc.("Faneuil")entered int an Assignment and Assumption Agreement
dated as of February 22,2018(the"Assignment Agreement")wherein VertexOne irrevocably sold,assigned,
granted,conveyed and transferred to Faneuil all of Vertex's rights,title and interest in and to that portion of the
Agreement related to the Call Center Services under the Agreement and delegated all duties and obligations
related to the Call Center Services under the Agreement. Faneuil accepted such assignment and assumed all of
Vertex's duties, liabilities and obligations related to the Cail Center Services under the Agreement,and agreed to
pay,perform and discharge,as and when due,all of the Cail Center Services obligations under the Agreement
accruing on and after May 27th,2017,
WHEREAS,VertexOne and Client have agreed to amend and modify certain terms and conditions of the
Agreement related to renewal of the ContractTerm to be extended through December 315L,2027 in Amendment 1
signed May 18th,2018
NOW,THEREFORE,in consideration af the premises and other good,valuable,and binding consideration,
the receipt and sufficiency of which are hereby acknowledged,the Parties intending to be legally bound,agree as
fal lows:
Attachment 1—VertexOne SOW
The Parties agree to implement VertexOne Digital as indicated in Attachment 1—VertexOne SOW.
Attachment Z—VertexOne Order Form
The Parties agree to changes made by Attachment 2—VertexOne Qrder Form.
AGREEMENT
1. Amendment to Schedule A-2.Schedule A-2 and A-4,shall be amended to include the following:
"eC15+,E-CIS and ECIS"shall be replaced with VXcis.
2. Amendment to Schedule C Pricin�.Schedule C Pricing shall be deleted in its entirety and replaced with
Attachment 2—VertexOne Order Form.
IN WITNESS WHEREOF,the Parties have executed this Amendment,or caused this Amendment to be
executed by their authorized representatives,as of the date set forth above.
City of Redding VertexOne Software,LLC
By gy �----
Name Name ���-�t ��s j�'R..
Title Title �v
CITY O� REDDING
�]7� CYPRE55 AVENUE, RE��ING, CA 96001
P.O. BOx 49607 I, REDo�NG, CA 96049-6071
OFFICE OF TFfE CITY CLERK
PAMELA MIZE,CI7Y CLERK
SARAH SHEETZ,ASSISTANT CI7Y CLERK
530.225.4447
530.225.4463 FAX
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Orcom Solutit��,,LLC
501 W Pres�der��i�orge Bush Hwy, Suite 350
Richardson, TXS'���� �
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SUBJECT: First Amendment�����ster Servi���Agreement, G5860
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Dear Ladies and Gentlernen: ~� �: � �
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Enclosed are a fully executed or`� ` �����aba�� � �,t�greement between the City of
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Redding and Orcorn Solutions LLC c������t`�ex Bt� �;��'�Servi`�'` ''�nd Faneuil, I�nc.
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The a eement was a roved b tt�e Redd � Council a� �� re uJar meetin of Ma 15
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2018. �� �
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If you have any questions regarding t�is��n�tter, or���.��`be of � �tance, please contact the
Office of the City Clerk at (530) 225-4439. � ��� � .
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Anette Cates
Executive Assistant
Enclosure
c: Vince Karlson/ REU
Finance
FIRST AMENDMENT TO THE MASTER SERVICES AGREEMENT, G586Q
_ _ , . . _. �. _ _:-
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This First Amendment to the Master Services A�reement, C-5860 (this "Anrenclrnert!") is
effective as of May�, 2018, by and between Orcom Solutions LLC d/b/a Vertex Business
Services("Verlet'�, and the Ciry of Redding("Clr�n!"). Capitalized terms used but not otherwise defined
herein shall have the meaning ascribed to them in the AgreeiYient(as defiiied below).
WHEREAS, Verte�and Clieiit are parties to the Master Services Agreement dated as of December 4,
2012, as amended (the "Agreemen!").
WHEREAS, Verte�, and Faneuil, lnc. ("Frn►erri!")entered into an Assignment and Assumption
Agreement dated as of Fe��u;�����018 (the "Assignment Agreen►en!'� wherein Vertex irrevocably
sold, assigned, grant�.c�����+���tf���►lsferred to Faneuil al1 of Vertex's r�ights,title and interest in
and to that portion��`4��''�greement r����to the Call Center Services under the A�reeinent and
delegatecl all dutw��t�d obligations relat���? the Call Center Services under tlie Agreement Faneuil
�ccepted suc,h ��€�i'itnent and assumed a��Vertex's duties, liabilities and obligations related to the
;:
Ca(1 Center Se���s under tlie A�reemet���d agreed to pay, perform and discharge, as and �vhen
due, all of the ���Centei- Services oblig���ns under the Agreement accruing on anc� after Nlay 27,
2017.
WHERE�iS, Verte'������t��ve agrt���t��€��d ancl modify certain terms and conditions of the
Agreement re(ated to r�r��c���'�"��e G��Cc'�"�`et`r��"�
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NOW,THEREFO�iE, in coiiside���n of the �renu��,ancl other good, valu�ble and binding
consideration, the receipt and suff�����cy of�vhich ���reby ackno��ledged, the parties, intending to be
le�ally bound, agree as folio�vs: `r ���t,��
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1. A�reement Term. As it rel�f�5���i��`��o the �����r��fi��gt�ed by Vertex to Faneuil in the
Assignment Agreement, Section 2 of the A�reemeclt����C be deletec���its entirety and replaced with
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"2. CONTR�ACT TERM '' �� '
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This Agreement is a rene�val of the original seve������ar Agreer��dated December 4, 2012,
(the "Initial Term"). The fZeuewal Term shall be effective as of�����ffective (����and shall
grant renewa! of the oi•iginai Agreement�for a period throuah Ds;���be�,�l,�;��"�'�,°����less
terniinated ear(ier in accordance�aith this Agreement or othei���a�€������y agreement of botf�
Parties. Renewal Term a�plies sotely to the hosted�lling s�����`���f'ei� services not assioned by
VerteY to Faneuil in the Assignment Agreeinent, �v�t`�����'���ponsibility For tl�ose services as
assigned in the Assignment Agreement terminating�s ai��ginally set fort�h in Agreement on
Deceinber 4, 2019. This Agreement may initially renew for three(3)years, and thereafter may be
renewed for successive one(1) year renewal terms (each, a "Renewrrl Terjr►'�by mutual
agreenient of the Parties in writing at least one hundred and hi�ent}'(120) days p�•ior to the
expiration of the Initial Tec�m or any Renewal Term, as applicable. VerteY and Client shall
mutually agree to any additional terms and conditions or fee changes applicable to each such
Renewal Term."
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Z. Ratificatian�nd Confirmation. Exce�t as expres�ly set forth in this Amendrnent, the terms,
provisions, and conditioas of the Agrecment are hereby ratified and confirmcd and shall remain
unchanged and in fult forcc and etf�ect witbout interruption or impairment of any kind.
3. Authoritv.Each Party represents that it has full power and authority to enter into this
A�-nendment and that this Amendmenl constitules a [egal,valid, and binding obligation of such Part�y.
4. Countcrparts.This Amendment may be exeeuted in any number oF counterparts, and each of
such counterp�rts shall for all purposes l�c deemed an original, but all such counterparts shall together
constitute but one and lhe same instrumenl. A signed copy of this Amendment delivered by facsimile, e-
mail,or other means of electronic transmission shail be deemed to have the same legal effect as detivcry
of an original signed copy o�t�s Amen�iment.
Il�T WITN���!�T�ER�Q�' ����tics havic exccuted this Amcndmcnt, or caused this
Amendment to b����euted by thcir au��^�zed represenlatives,as��f the datc stat�,�d in the
inlroductory p��;�aph of this Amendrr►c,��;,
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CITY OF REDDING,
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Dated: �� =�� . .,.2(��� ; � '
� ��:� Kristen chreder
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Ci���iayor
ATT�ST: �I20'4� ,�S TE? FC?RM:
�.. BAR.�'�`���+�'�'��T
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Cit���torn ey
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PAMELA MIZE, Ci� ���lcrk � By. �
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ORCOM SOL�JTC��`S, ��� �. N
Dated: % , 2018 J��__�''..�-�'", -�
:���`�..` By: �
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�ITY OF REDCIING
777 GYPRE55 AVENUE, REoo1NG, GA 96001
P.O. Box 496071, REODiNG, CA 96049-6071
OFFtCE OF THE Ci"F'Y CLERK
PAMELA MIZE,CITV CLERK
SARAH SHEETZ,ASSISFANT CfTY CLERK
530.225.4447
530.225.4463 FAX
February 28, 2018
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Orcom Soiut����;� LLC
501 W Presrd���;,George Bush Hwy, Su�te 350
Richardson, T��`�08Q
SUBJECT: Asstg������°�SS���;�����m�nt, G5860
Dear Ladies and Gentiemen:
Enclased are two (2)�fully exec�t��� originals�+�'�ie abt��`��ubject Agreement between the City
of Redding and Orcom Solutions�.���b��'���� $������;���es and Faneuii, Inc.
The agreement was approved by the Redding C���;ouncil at its���lar meeting of December 5,
2017.
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If you have any c�nestions regarding th���;�er, ���we��of as���nce, please contact the
O�ce of the City Cierk at (530)225-44��:� � � `
S�n�rely,
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Anette Cates
Executive Assistant
Enclosnre
c: Lisa Bryan/ REU
Finance
ASSIGNMENT AND ASSUMPTION AGREEMENT
�. _ _ _ —___ _ .. _�_. �'-*�� �. ..�._._
This Assign�nent and Assumption Agreen�ent ("Assigrunent") is hereby made by and betweeu
Orcom Solutions LLC dba Vertex Business Services ("Assignor") and Faneuil, Inc.
("Assignee").
WHEREAS, on December 4, 2012, Assignor and the City of Redding ("City') entered into a
Master Services Agreement (C-5860) ("Agreement").
WHEREAS, on May 27,?�17, Assignor sold certain assets of its call center business to
Assignee, includin�t:h����`v'i����t forth below.
WHEREAS, A�signor and Assignees d�;sire to provide by this Assignment for Assi�nor to assign
to Assignee a��t��its rights and obli��tit��ns under the A�;reement, as amended, relating to the
provision of���1 center services (as rn�r� particularly described herein) and for Assignee to
accept such��i�nment and assume��l�rights and obligations thereunder.
WHEREAS,�� Assignor and Assignee desii•e for the City to consent to such assignment ancl
assumptian.
NOW THEREFORE, Assigno�.�c1 Assignee��r'�by agree as follows:
1. Effective May 27, 201?�IAssignor here��:��signs ta Assignee all of it�s ri�hts and interest
in the Agreeinent, as arr�e�itdeci, relat�'�t�'�all c�n�ei`seivices to include the following
responsibilities set Forth irf:��=�,��t�eivic�;�.����nt:
A. Schedule A-1
B, The NR services listed in Se,���i��;�X of 5chedul�=:�.�-2
C. Chan�e Request 2013-OOl
D. Change Request 2013 Qf�������
E. Change Request 2013-0���
F. Change Request 2013-005
2. Effective May 27, 20]7, Assignee hereby accepts such ass��x����,��2���ssumes
perforniance of all te��ns, covenants and conditit�ns on t�����.��tlie Assignor to be
performed, occurring or arising under the Agre��tt������;����-�� �
3. The terms and conditions of the Master 5ervice Agreement(G5860) shall apply to the
services assigned and assumed by Assignee.
4. City hereby consents to the assi�;nment and assumption of all terms, covenants and
conditions arising under the Agreement, as tl�ey relate to call center services, by Assignee
�. This Assignment shall be bindin�upon and shall inure to the benefit of Assignor and
Assignee, theii•respective successors and assigns and City as third party beneficiary �
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thereof.
6. Assignor shall retain all rights and responsibilities to the City under the Master Services
Agreement not specifically assigned to Assignee herein.
7. This Assigntnent has been entered into and shall be governed by and constz•ued in
accordance with the laws of the State of California.
8. Each party hereto covenants and agrees to perf'or�n all acts and things, and to prepai-e,
execute, and deliver such«�ritten agreements, documents and instruments as may be
reasonably necessa�`y t�? carry out the terms and provisions of tflis Assignment and
Assumpt�at������
The date of th���,��signment and As` �� tion sli�ll be the date that it is sigrled by th� City.
IN WITNESS WHEREOF, City, Assi�nor and Assignee have executed this Assignment and
,.. , _ r�.�s����������re����z�± ��.±���uc�,!��-;�c���set f��h_h�l�,�r;
CITY OF REDDING,
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Dated: � �2_ , 2fl19� � �/�����–, � �
Kristen� Schreder,'�I yor
ATTEST: APPRO�'ED AS TO FORM:
-
BARRY E. DeWALT
City Attorney
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PAi�i;ELA 1��E, C��'Y`CL�RK By:
� �f���OM SOLUTIONS, LLC
AS��+�NOR
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Dated: ,�,� � , 201�
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�A�`�UIL, INC >
AS��€�NEE .
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Dated: Dec. 21 , 2017 �,,� �;�-- �!, �,--�„�,,,��-'`
By: Ann�'1�an Bu�`�2��'cesident and CEO
�o� R�oo �, � �`� � �' � �, � � � �( �
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U . � OFFICE OF THE C17Y CLERK ,
�A „r�� �:�4, 777 Cypr�ss Avenuq Redding CA 96001
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� I "—�' P.O.Baac 496071,Redding,CA 96049-6071
`� 530.225A055 FAl(530.225.4463
�se�oS December 6,2012
Parnela Mize
City Gerk
Orcom Solutions�,��I�`����3usiness Services
Attn: Doug Ac���
1806 N 200�}�' `
Logan,UT���41 i �,
SUBJECT:� Master Services Agr�ement, C-5860
Deaz Mr Ad�us
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Enclosed is a fully executed or��ai�of the ab���e subject Agreement by and btween the City
of Redding and Orcom Sol��s LLC dlb/a/��rtex Business Services regazding a Master
Services Agreement for Rt�ing Electnc ��lity call center front office services and
implementation and angoin��sting of th���S+pl�`c►rm.
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The agreement was approved by�tli����eddi.���ity Cowfit��;at its regular meeting of
December 4, 2012 by Resolution No. 2012����id Resolutia��o. 2012-96.
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If you have any questions regarding t���att����r if we can�of a��stance,please contact
the Office of the City Clerk at(530}��5-443� � � � � ;
Sincerely, x "
Pamela,Mize `'
City���t'I�
. By:��
Marge c ell
Execu Assistant I
Enclosure
original also to: Orcom Solutions LLC, Chief Finance Officer, Richardson, Texas
c: Barry Tippin, ReddirYg Electric Utility D'uector
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Master Services Agreement
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Table of Contents
- 1. SERVICES.............................................................................................................................................................................................................3
2. CONTRACTTERM................................................................................................................................................................................................3
3. CHANGE CONTROL PROCEDURE3................................................................................................................................................:..................3
4. SERVICE PERFORMANCE...................................................................................................................................................................................3
4.1 Implementalion of Hosled Solufion.........................................................................................................................................................................3
4.2 Section intentionaily Blank......................................................................................................................................................................................3
4.3 Service Limitations.................................................................................................................................................�---.............................................3
4.4 Limita6on of Liability......................................................................................... .......................4
...............................................................................
5. DUE DILIGENCE....................................................................................................................................................................................................4
6. FEES,IPIVOICING&TERMS OF PAYMENT........................................................................................................................................................5
6.1 Fees........................................................................................................................................................................................................................5
6.2 I nvoices...................................................................................................................................................................................................................5
6.3 Additional Charges.........................................................:.......................................................................................................................................5
7. PROPRlETARY RIGH7S 8 CQNE#�EN7lAl.INFORMATION.............................................................................................................................5
7.1 Vendor intelledual P��.�, �.: ;, ..........................................................................................................................................5
7.2 Client Intellectuai Pr4petty : ......... ...� .....................................................................................................................................6
7.3 Ownership of Ciierit� `.................... .......;. .: ............................................................................................---........................................6
7.4 Privacy and Seq�itY� ...................... ........: ; ......._.......................................-�--�...................:.............................................................6
7.5 Access to P ��id Passwords....................... ..........................................---.........:...............................................................................6
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7.6 Definition of C�1�ntial IMormation.................... . ' .............................................,.....................................................................................6
7.7 Confidenhai '........ S .........8
........................................ �,' .....................................................................................,.............----....................
7.8 SSAE 16 RepG�;`........................................c . . 7
.......................................... .................................................................
7.9 Intellectual Pt�t{�tty indemnity.............................
.'.........................................................................................................................................7
8. TERMINATIOt�� : ................................................. �
.......................................................................................................................................8
��
8.1 7ertninatlon for C� ...................................................................................................:...........8
8.2 Tertninalion for BarlkttiF��'��?".. , �. ..................................................................................................................8
8.3 Termina6onforFailure�ts�i�y��t= �, � ..................................................................................................e
8.4 Client 7ertnination for Conveiiiehce:..... ....... �r,.F. ..........................................................................................................e
8.5 ClientTertnina6onAssistance............... : ......... �;.,, .....................................................................................................8
8.6 Payment upon Termination.................... ::"................... ...: ', .........................................................................................................8
8.7 Retum of Confiden6ai iniormation......... .................... ..., ....................................---.........................................................:......e
9. CONTRACT&RELATIONSHIP MANAG�NT................ � ' ........ ..........................................................................:.............8
N�:
9.1 Relationship Management..................... . .� �k �:. ,t� � ..................................................................................e
9.2 Dispute ResoluUon................................. �;,� � � ;�3 .......................e
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..........................................
9.3 Arbitralion ................................. ......... �.,�,,..:: ...... , � ...._,...,„, ................,...................................................9
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10. GENERALPROVISIONS...................................... ......... .�.:. � .................... .y„� .....................................................................9
10.1 Assignment ................................................................. ����� :. ........................ ���� ` ...................................................................9
10.2 Severabilily ...............:................................. ,f�,�a,�� ..............................� ,; .. .......................................................9
10.3 Indemnity ................................................ ,� , ` .................................................9
10.4 Force Majeure ................................................ , ' � s s� ................................................9
10.5 Actions of Other Parties.......................... ..,,£µ�; ,,; .......„ ,,,
............... , ...............................................10
10.6 Waiver ................................................. � � � � . ...............................................10
107 Mataal Representations......................................... ........ ......... ..,.....> � ......... �.,<w ......................................................10
10.8 Warranty .......10
................................................................................................................. t ........
10.9 Notices ................................................................................................................. < ...............10
10.10 Goveming Law 8 Jurisdiction......................................................................:......................... >.' „........................11
,
10.11 Personnel and Subcontractors............................................................................................: f��� r � ...................................11
10.12 Independent Contractor........................................................................................................ . k� , �,y..r ....................................11
10.13 ACCess .................................................................................. . T .� ......................................................11
10.14 Restriction on Solicitatlon....................................................................... � �..................................................................11
�
10.15 Publiaty and Promo6on.......................................................................... tis»: ,.,w° .......................................................................11
��� �,,.
10.16 lnsurance N�..
......................................................................................................>.....::..................................................................................11
10.17 Rerr�dies Cumula6ve...........................................................................................................................................................................................12
10.18 Contract Amendments..........................................................................................................................................................................................12
CONTRACTACCEPTANCE.............................................................................................................................................................................................13
Schedule A Impiementation,Hosting�Services,Service Levels&Pricing
A-1 Cali CeMer Stalemenl of Wor1c
A-2 eCIS+HosGng Statement of Work �
A-3 Service Leve!Matrix
A-4 Pricing
A-5 Hours of Operalion
Schedule B Governance Schedule
Schedule C fnsurance Requiremenls
'
01 Redding Vertex MSA Final � Page 2 of 13
� _ ,- _ _ �_ _�_ . �_ __r- ��a����� �����€��-��������� � w� _ � , �_ �_
This Master Services Agreement(this"Agreement")dated as of December 4,2012(the"Effective Date")is entered into by
City of Redding,("Client")and Orcom Solutions LLC dlbla Vertex Business Services,("Vendor"or"Vertex"). Vendor and
Client are hereinafter referred to individually as a"Party"and collectively as the"Parties."
WHEREAS, California Government Code sections 37103 and 53060 generally provide that a municipality may contract with any
specially trained corporation for special services relating to administration if such corporation is speciaily trained,experienced and
competent to perform the special services required.
WHEREAS,Vendor is a subsidiary of a muiti-nationai corporation which, amongst other offerings, provides specialized call center
services to its clients.
WHEREAS,in light of its experience,training and capabilities,Vendor is uniquely qualified to provide call center services to the City
of Redding.
NOW,THEREFORE,the Ctty a�f R�S'lltt�2�rid llendor covenant and agree,for good consideration hereby acknowledged as follows:
1. SERVIC�S� �
Vendor shai�ptovide the services descnbeCl�[ii this Agreement and Schedule A-1 and A-2(the"Services")in accordance
with the�ni�Ge levels set forth in Schedut�!!3(Schedules A-1,A-2 and A-3 are attached and incorporated herein).
2, CONTi�kCT TERM
��.�w �:
This AgreeRt�!'�t shall be effective as of the Effective Date and sha!!continue for a period of seven(7)year(s),(the"Initial
Term"),unless ter�tinated eaclier in accordance with this Agreement or otherwise amended by agreement of both Parties.
This Agreemer�t K���t t�trt��ll�f t8�ew for thi'�r(3� ears, and thereafter may be renewed for successive one (1) year
<,�,
� renewal terms (e��o�"E�et��W`��I Ten�t"'},I�j�.triuttta a�l�ement of the Parties in writing at least one hundred and twenty
. (120)days prior to the expiration of tCti�t�titial Tertn or ait�y Ftenew+al Term,as applicable.Vendor and Client shall mutually
agree to any additional terms and Cr�i���ons or fee cha�applicable to each such Renewal Term.
3. CHANGE CONTROL PI�G�CEDURES ��: �
Either Party may,by a proposed w►'ttiett Change Re�qt,�� request Ch�nges to the quantity and/or the specifications of the
Services or request new services,and��thr�Pat't�3'Ntfl�'�ndettak�;fr��f8got����n appropriate adjustment in price and terms
in relation to such proposed changes �'or�t'�;�i�nge tha�!�e�titio�cai�p�tform on a commercially reasonable basis,
within ten (10)business days of receiving not�cation of�t�CFt'proposed cha�fg�, Vendor shall submit to Client a written
proposal for accompfishing the changes requested(the"��i8nge Proposal)atlK{'�etting forth any proposed adjustments to
the purchase pnce or other terms. Such Chang��?i��sal shall be val�ftir thirty (30) days. If the Parties reach
agreement as to the appropriate adjustments V'�st�� and Client shalk �t�'cute a���Enutualty agreed Change Order
amending the Agreement accordingly. No ct��sh�l��'be binding up�1��ither Pa� if�atil a written Change Order is
executed by authorized representatives of l,�t�,�'2rties 4;I�gn exeoutiCii„�'lf�a Chan�,+t.,f�rder, all services authorized by
such Change Order shall become Services ut�,fe�this Agr�e�e��
4. SERVICE PERFORMANCE
4.1 Implementation of Hosted Solution
Vendor shall provide to Client the implementation services described in,and 1t!�CCGCd�t�c:�iivith the implementation plan
set forth in Schedule A-1 and Schedule A-2("Implementation Ptan'�.Vendots{5�!i�5e Commercially reasonable efforts to
provide the transition-in services without (i) disrupting or advets�l��[tip2tCt�rtg the business or operations of Client, (ii) ,
degrading the Services being provided, or(iii)interfering with the�bt�i�y'vf�lient to obtain the full benefit of the Services,
except as may be otherwise provided in the Implementation Plan.
4.2 Section Intentionally Blank
4.3 Service Limitations
a) In addition to any specific functions, responsibilities or tasks which Client is given responsibility hereunder, Client
shall at all times retain responsibility and control of all policies,procedures,business rules or other processes related
to Client's business, including without limitation, those policies and procedures necessary to comply with the legal
and regulatory obligations applicable to Client's business.Such obtigations may include,but are not limited to:utility,
privacy, credit evaluation, credit reporting, consumer protection, debt collection and payment processing (including
regulations of credit card and debft associations and networlcs such as VISA,MasterCard,Discover)laws, rules and
regulations(collectively, "Cllent Regulatory Requlrements'�.Vendor shall bear no responsibility for reviewing the
tegality of such policies, procedures, business rules or other processes and has no responsibility to monitor or
interpret any app(icable taws retated•thereto. Client acknowledges and agrees that Vendor shall be entitled to rely
upon,without verification,any and a!1 infortnation,processes,procedures,guidelines,policies and other instructions
at any time submitted to Vendor by Client having to do with Client or the Services provided by Vendor hereunder.
01 Redding Vertex MSA Final Page 3 of 13
b) Vendor shall not be responsible for any failures In the Seroices or to meet applicabie service levels to the exlent
caused by:(i)components for which Ciient is responsible;(ii)the action or inadion of ClienPs personnel;(iii)changes
made to the environment or ClienYs sites which are not made in accordance with the change control procedures set
forth herein; (iv) Clienl's failure to perform it obiigations under this Agreement to the extent such failure affects
Vendors ability to meet the applicable Service requirements;(v)ClienYs failure to comply with the Client Regulatory
Requirements as set forth above, to the extent such failure affects Vendors ability to meet the applicable Service
requirements; (vi) the occurrence of a force majeure event as set forth in Section 10.4 herein; (vii) any act or
omission of a third party,excluding any subcontractor of Vendor,or any other event beyond the reasonable control of
Vendor; or(viii) Vendor adhering to a Client policy, procedure, process or other business rule that conflicts with,
interferes with or contradicts a Service requirement.
c) Subject to Section 4.3(a), Vendor shall perform the Services in compliance wfth all applicable Federal and State
laws and the Payment Card Industry Data Security Standards. If there are any changes in such taws and standards
following the Effedive Date that:(i) require modifications to be made to the Seroices;(ii)require modifications to be
made to the manner in which the Services are provided; (iii) require mod�cations to be made to the terms of this
Agreement; (iv) impact on the costs to Vendor or Client in providing or receiving the Seroices; and/or(v) affect a
party's ability to c�nt��al,�r�th�s obligations under this Agreement;such matters shaSl be dealt with upon request from
eilher party thr�i��1�C�#�ntrol procedure set forth in Section 3.
4.4 Limitat�on{��t��„��i�ility � ��
a) NOTV'V�'f��'T�INDING ANYTHING 7"�THE CONTRARY CONTA{NED IN THE AGREEMENT, VENDOR SHALL �
NOT��".�'`�'°�;�BLE FOR ANY SPECIA�.���IDIRECT. INCIDENTAL,CONSEQUENTIAL, PUNITIVE OR EXEMPLARY
DA��S (INCLUDING LOST PRC���S LOSS OF DATA OR BUSINESS INTERRUPTION) ARISING OUT OF
OR��:ATED TO THIS AGREEME�"��REGARDLESS OF THE FORM OF THE ACTION OR THE THEORY OF
RE��r�RY AND EVEN IF VEN�� HAS BEEN ADVtSED OF THE POSSlBILITY OF SUCH DAMAGES.
NOTU�HSTANDING ANYTHING TO`THE CONTRARY CONTAINED IN THE AGREEMENT, VENDOR'S TOTAL
AGt�#��4TE LIABILITY HEREUNDER, WHETHER IN CONTRACT OR IN TORT (INCLUDiNG BREACH OF
WARFt�k1+tTY,NEGLIGENCE AND STRtCT LIABILITY IN TORT)WILL BE LIMITED TO THE TOTAL FEES PAID OR
PAYAB��`�,11tENDQkR�EY CLIENT PUR�t�ANT TO THIS AGREEMENT OVER THE SIX(6)MONTHS PRIOR TO
THE MOt���T;1M�tCt�l��'HE ��P,�C�!���I�C� #21SE TO THE LIABILITY OCCURRED, NOT iNCLUDING ANY
IMPLENIENT��b���S OR �A'��I�`�`NON F;��;lRRING AMOUNTS OR ANY AMOUNTS PAID ON A PASS-
THROUGH BASIS IF THIS AE���MENT HAS�'�BEEN IN EFFECT FOR SIX MONTHS AT THE TlME THE
EVENT GlVING RISE TO TM��:�ABIUTY OCCUR��i'HE PARTtES SHALL CALCULATE USING THE AVERAGE
� MONTHLY FEE IN EFFEC7`���3R THE PERlOD ;. EN THE EFFECTIVE DATE AND THE MONTH DURING
WHtCH THE EVENT Tk��' GAVE RISE r � 4THE LIABILITY OCGURRED, NOT INCLUDING ANY
IMPLEMENTATION FEES f}��THER N4N f��`,i;�RRiNC�,A�UNTS OR ANY AMOUNTS PAID ON A PASS-
THROUGH BASIS,MUL71PL1�$Y SIX(6j r ,� �
b) THE LtMITATIONS�SET FORTFf(i���ll����T10N 4 q����$���'�t��PENDENT OF,SEVERABLE FROM,AND
. ENFORCED INDEPENDENTLY OF�N�'�CSTHER��ti[���EAB�E t���VENFORCEABLE PROVISION OF THIS
A G R E E M E N T, AND SHALL SURVIVE AND !��"t��,YYEVEN tF ANY��MITED REMEDY SPECIFIED IN THIS
AGREEMENT IS FOUND TO HAVE FAILED i'����u�ENT1AL PURP���,.SEACH PARTY ACKN0INLEDGES AND
AGREES THAT IT HAS A DUTY TO_�����ti$'t'E DAMAGES �;� COV�NANTS THAT IT WILL USE
COMMERCIALLY REASONABLE EFFO�����I�NIMIZE ANY p����ES F�1�1�IMICH THE OTHER MAY BE
RESPONSIBLE HEREUNDER. ' ' �
r � � �
cj A PARTY IS NEVER LIABLE TO `T�YE OTHER��'�l���` ANY D;�GES RESULTING FROM THE
� .,x
NEGLIGENCE OR WILLFUL MISCONDUCT OF THE OTH�`f�`PARTY VENC�"`IS NOT RESPONS(BLE FOR ITS
OBUGATIONS TO TME EXTENT CLIENT OR OTHER SERVICE PROVID��'°OF CLIENT�L#ENT HAVE FAILED
TO CARRY OUT THEIR RESPECTIVE OBUGATIONS, OR TO THE E��1T THA� t,2��+[���� ERRORS, OR
OTHER SERVICE FAILURES CAUSED BY CLIENT OR OTHER CON�'��TQBv�C���£�t�NT CAUSE DELAY,
ERROR OR OTHER FAILURES IN THE SERVICES. ' ���`� °`
.
�, �
� ��,�
, .
d) CLIENT MUST FILE ANY CLAIM OR CAUSE OF AGTIONa4�SING£�k���'HIS AGREEMENT WITHIN TWO(2)
� YEAR AFTER THE CLAIAA OR CAUSE OF ACTION AROS�����'�3��tER BARRED.
ej The limitations set forth in Section 4.4(a)shall not apply to a breach by either Party of its non�iscbsure obligations
set forth in Section 7 in respect of Confidential Informalion.
5. DUE DILIGENCE
a) Client acknowledges that Vertex, util¢ing its know-how and expertise, has provided a solution based on the
information provided by Client in written or electronic form prior to the Effective Date.
b) Client warrants that the information provided to Vendor in connection with this Agreement is accurate and up to date,
and as at the Effective Date all material information relevant to the Seroices has been disGosed to Vendor to allow
� Vendor to take acxount of the information in its solution and Charges. Client further waRants that it shall promptly
provide all necessary updates to such information.
c) Each Party will notify the other Party as soon as reasonably practical if the first Party becomes aware(whether prior
to or after the Effedive Date) of:(ij any inaccuracies in any information provided by it to the other Party;or(ii)any
additional information which should have been provided by the first Party in accordance with Section 5(b) which
01 Redding Vertex MSA Final Page 4 of 13
adversely affects Vendor's ability to pertorm the Services or meet any Service Levets, or that has the potential to
increase the costs which Vendor incurs in delivering the Services. �
_.�. ._, ,._ _. � . _., _.�. _ _. _�. _ _. . .
,_ _
5hould any matters or i�accuracies be notified in accordance with Section 5(c) Vendor shall be relieved from any failure
to pertorm parts or all of its obligations under this Agreement to the extent such failure is caused by Vendor having bee�
provided with inaccurate,misleading or incomplete information by or on behalf of Client.
6. FEES, INVOICING �TERMS OF PAYMENT
6.1 Fees
Client shall pay Vendor the remuneration set out in Schedule A-4 attached and incorporated herein. Fees for Services
shall be billed once monthly.
Client, shall pay when due any sales, use, excise, value added, services, consumption, or other tax imposed by any
taxing jurisdiction("Taxes")as of the Effective Date on the provision of 5ervices or any component thereof,as the rate of
such Tax may change from time to time during the term of this Agreement.The Parties shall cooperate with each other to
enable the Parties to deteErititte accurately their respective tax liabilities and to reduce such liabilities to the extent
permitted by law 1�et�dpkC t�l�rtG��o�Clieant sha(1 separately state the amount of any Taxes Vendor is coltecting from Client
as applicable. F�iCE!'P�t'ty shall p�bvitfe:`fo the other any resale certificates, exemption certificates, information regarding _
out-of-state ar t�t�f-t�F-country sales o��tse iof equipment and services, and such other similar information as the other
Party may r888d��bty request. �
If any t�►tt��ttrisdiction imposes after the�ti�etive Date a new sales,use,excise,value-added,services,consumption,or �
other Ta�c`oh the provision of the sernce�t�t'any component thereof, Client shall be liable for any such new Tax that is
imposed o��he charges for the provisfon�ftF�e 5ervices. �
Charges ��Glttding any required taxes to be paid by Client, related to procurement of products wll be billed at time of
order.All f�Et7er,shall be in US dollars unless otherwise specified. �
6.2 Invoices
Client agrees to �W+�hdts�'rt�voice��1�n-thirt�(3Q��days of receipt of a comp�ete and correctly billed invoice. All
overdue Vendor invoices shaU bear tnfetest�at the rat�q��ttte lesser of 1.5%per month or the maximum amount permiried
� ,
by law.
Client will not be obligated to pay c�targes that are subjeCt#o good faith dispute during the period of the dispute and until
time of resolution.Client will notdy Vendor of any billing;�E�tblems or disputed amounts in an invoice within thirty(30)days
of receipt of such invoice. ' �°''
If it is determined by the Parties actiiti�1ys�o���+',���t Client fi���r1�9vercharged or undercharged through a billing
error,such overcharge or undercharge c��iCxeEfie�f��(ed or ad�e6���t�°scib�eqaent invoice.
6.3 Additional Charges
Vendors fees set out in the Service Schedules do tt�tt=ftt�lude any taxes or�Iuties that may be levied against Client or
otherwise against transactions under this Agree[�ht �Eient is responsible��;�he payment of all duties and applicable
sales, use, excise or similar taxes levied agai��t��E�ilices or otherw�&e�ainst tt�n��ctions under this Agreement,
exclusive of income taxes based upon Vendpt��ut�time:
7. PROPRIETARY RIGHTS �CONFIDENTIA�`It��C3RMATIQN °
7.1 Vendor Intellectual Property � � =��
a) Vendor does not convey, nor does Client obtain, any right,title or interes��tii or to�ny�fi�ritlt5r lntellectual Property.
Subject to the obligations of confidentialiry set forth in this Agreement Vrtb�or k���gr�nts to Client a non�xclusive
license to access, operate and use the Vendor Intellectuat�PropertyL�t���"ti�e terms and conditions of this
Agreement,solely for Client's intemal business purposes r�tid to�t�aCe�p#'of the services from Vendor during the
term of this Agreement. "Vendor Intellectual Properly"s�tlt[�1C�iCt'{i}"programs, systems, data, tools, methods,
materials, processes, know=how, trade secrets or other intellecEual property of Vendor, and related documentation,
existing on the effiective date of this Agreement or independent and apaR from its obligations under this Agreement,
including any intellectual property used or provided by Vendor in connection with its performance hereunder; (ii)
muHi-purpose libraries or routines, or development tools that may be provided or used in connection with the
Services; (iii) any modifications, improvements, enhancements, new versions or derivative works of any Vendor
Intellectual Property developed by Vendor or its employees or contractors(either solely or jointly with employees of
Client or others), in connection with Vendors pertormance hereunder or otherwise; and (iv) eny inventions,
discoveries, ideas, concepts, know-how, materials or techniques that are developed at least in part by Vendors
employees or contractors in connection with their pertormance under this Agreement.
(b) Notwithstanding anything in this Agreement to the contrary, Vendor shall have the right to retain and use any multi-
purpose libraries or routines,or development tools that may be provided or used in connection wiU�the Services and
any general skills ideas,concepts,know-how and expertise that Vendor learns,obtains,uses,develops or creates in
rendering Services for Client, insofar as such ideas, concepts and know-how are of generic applicability and are
acquired and apptied without disGosure of any confidential or proprietary information of Client.
01 Redding Vertex M5A Final Page 5 of 13
7.2 Client inteilectual Property
Client does not convey, nor does Vendor obtain,any right,title or interest in or to any Client Intellectual Property.Subject
to the obtigations of confidentiality set forth in this Agreement, Client hereby granfs to Ve�or a non�xclusive license to
access,operate and use the Client intellectual Property,subject to the terms and conditions of this Agreement,solely to the
extent required by Vendor to provide the Services during the term of this Agreement. "Client Intellecival Property"shai!
mean (i) programs, systems, data, toois, methods, materials, processes, know-how, trade secrets or other inteilectual
. property oi Client, and related documentation,existing on the effective date of this Agreement or independent and apart
irom fts obiigations under this Agreement,inciuding any intellectual property used or provided by Client in connection with
this Agreement; (ii) multi-purpose libraries or routines, or development toois that may be provided or used in connection
with the Services; (iii) any modifications, improvements, enhancements, new versions,or derivative works of any Cl�nt
Intellectual Property developed by Client or its employees or contractors; and (iv) any inventions, discoveries, ideas,
concepts,know-how,materials or techniques that are developed by Client's employees or contractors.
7.3 Ownership of Client Data
Ail Client Data shaii remain the sole and exclusive property of Client. Client Data shall not be: (i) used by Vendor other
than in connection with providing the Services, (ii)disGosed,sold,assigned, leased or otherwise provided to third part�s
by Vendor,or(iii)commerckally eac�loited by or on behaff of Vendor,its employees or agents'
7.4 Privacy and S��tr� �
Vertex warranl�#�t��3f and its employe��ve taken alt reasonable measures consistent with good industry practice to
�ensure that t��ff4vare or services pro��as part oi the Services do not include any degradation,known security
vulnerabd�i5*�t amount to a reportable b��h oi privacy or security under relevant privacy or secur'ity legislation.Vertex
agrees to t�c#�r Client of any occurrence a��U'�h as soon as possible after discovery and provide Client with fixes or
upgrades'�t5ecurity vulnerabilities withir���ttety(90}days of discovery.
7.5 Acces���Product and Passwo�s
Vertex w2��lts it has taken all reasonable measures consistent wfth good industry practice to ensure that the software
used m th��nrices do not contain disabling code or any program device or other undisclosed feature,including but not
limited to:virus�s,worms or�rttter code whEch ts d�signed to permit unauthorized access,delete,disable,deacCrvate,
interfere with,O�c�t�t3�it�s#��Ihe appl�Dtlr�c�t3ssd services,or the hardware or software of any application users.
Vertex also warranf�,#��I��rtlhY�ot cart,�i1 pr�rr�h�'twi���r�ninate access to the application by disabling passwords,keys,
or tokens that enable continuous ust��f�ie application by;�pplication unless permitted under the terms of this Agreement.
�7.6 Defnition of Confidentiallt��brmation �
For the purpose of this AgreemeT#t��lient and Vendor�that all information,whether oral or written or via computer
disk or electronic media,to which�other is given��`or is ma�available to the other is referred to hereinafter as
"Confidential Information."Informat�io�shall include,w�ii�ut Iimit�tiGi�,�all materials,documents, data,technology,know-
how, processes, software, datab2���,i�r�de ��;` contra� �►r��atary information, all historical and financial
information, business strategies, ope�hnt�t�#3��i1ii� orgat���i�81 �nz��"#�st structures, product descriptions, pricing
information, customer information (for clanfq"ir►�tuding th�pe�c�nal inforrn�l���and sensilive personal information of the
. ClienYs customers)and customer lists,whether recerved�3ef�ite or after the d��,�ereof,except information that:
� .,,
1) is disclosed lawfully by a third patty��s no obligation of t��ientiality with respect to the
disclosed information; � � �: � .'
2) is independentty developed by��*2�tly wif�A�iut use of the q�t�arty's tapr�ential information;
3) is,or becomes,generalty knct�►�F��t�the put���Gther thatt#���ireach t��►t�l�gations hereunder;
4) is already known before d�scfag��e hereuni��`����'k���by wnttet�t�rds and which is not the subject
oi a previous confidentiality agreement between��`�#�arties;or
5) . is otherwise required to be disclosed by statute or regulation. ` ``'
Information also inciudes information of any parent,subsidiary or affiliates of CI��t�r Vendor,.
'
r ;. .,
7.7 Confidentiality ��
, Except as expressly provided below or with the other Partys prior wntten co�t�t»���'tt'and Vendor agree:(i)to hold all
Confidential Information of the other in confidence;(ii)not to di�t'�anY�Gt��#�'rf�al Information of the other to any third
party, other than directors, o�cers, employees, affiliates age�n����t�t�'aCtors, or representatives (collectively, the
"Representatives") who have a need to know such informat�on �n Conitection with the Services; and (iii) not to use any
such Confidential Information for purposes other than in connection with the Services.Each Party shall exercise the same
care in preventing unauthorized disclosure or use of the other Party's Confidential Information that it takes to protect its
own information of a similar nature,but in no event less than reasonable care.Reasonable care shall include(a)iniorming
its Representatives of the confidential nature of the Confidential Iniormation and the terms of this Agreement, directing
them to comply with these terms, and obtaining their written acknowledgement that they have been so informed and �
directed or having them sign a confidentiality agreement with similar terms and conditions, and (b) notifying the other
Party immediatety upon discovery of any loss, unauthorized disclosure or use of Confidential Information, or any other
breach of this Article by the other Party,and assisting such other Party in every reasonable way to regain possession of
the Confidential tnformation and to prevent further unauthorized disclosure or use.
' Either Client or Vendor may disclose Gonfidential Information pursuant to a requirement or request of a govemmentai
agency or pursuant to a court or administrative subpoena,order or other such legal process or requirement of law, or in
defense of any claims or causes of action.asserted against it; provided, however,the party claiming confidentiality, upon
receipt oi ten (10) calendar days'written notice from the party holding the�confidentiat matter may, at its own expense,
attempt to obtain a protedive order or other reliable assurance that confidential treatment wi�l be accorded the
01 Redding Vertex MSA Final Page 6 of 13 '
Confidential Information that is disGosed.Nothing herein shaii require either Client or Vendor to fail to honor a subpoena,
court or administrative order,or similar requirement on a timely basis..
___ �. _� __�. __ ..
Both Parfies�acknowledge that the�onfidentiai Infiom►ation has"�angl6te vaiue and�coir�8ins ir�a�`seer�ts���prd�irietaryr � ''
information of the disclosing Party and that the disclosing Party will sufTer irreparable damage for which money damages
will not be sufficient remedy in the event of a breach of any provision of this Agreement. The discfosing Party wilt be
entitied to specific performance and injunctive relief as remedies for any breach or threatened breach of these
confidentiality requirements.
7.8 SSAE 16 Report
At ClienPs request, Vendor shall provide to Client a copy of Vendors most recent SSAE 16 audit as it relates to the
Services within a reasonable time after completion of such audit.
7.9 Intellectua) Property Indemnity
a) Subject to Sedion 7.9 e) and Section 10.3 b), Vendor shall defend, indemnify, and hold harmless Cl�nt, its
atfiliates and their respective officers,directors,employees,agents,successors and assigns against any tosses,
damages, costs or expenses and other liabilities (including reasonable legal fees) arising from any third party
Gaim alleging tk�t the Services or the Vendor Intellectual Property licensed to Client under this Agreement
. infringe at1Sf ttt�'d"��it�y ittte�3ctual property rights in the United States.
b) Sub�BCtttl�Section 7.9 e)and�5�ckion 10.3 b),Client shall defend, indemnify,and hold harmless the Vendor,its
affilC�2nd their respective ofC'iCe[s,directors,employees,agents,successors and assigns against any losses,
dACtt��es, costs or expenses a'rid�other liabilities (inctuding reasonable legal fees) arising from any third party
Ct�irti alleging use of any of the.Client Inteliectual Property or any other materials provided by Client to Vendor
ytider this Agreement infringe any�ttlird party intellectual property rights in the United States. �
c) Cc�addition to each party's oblig�fions under Section 7.9 a)and Section 7.9 b),'rf a claim thereunder is made,or
. °;ttteparty obligated to provide an indemniry under those Sections anticipates that an applicable claim might be
i�t8td8,the indemnifying party shall,at its own expense and sole option,either:
(i) proeu[e far the,indemn�ed party the.rights necessary to avoid the infringement or misappropriation subject
�i�Su�ti right5:�ii'ig ava�la�o�h"t�Et�t�C��ple commercial terms given the value of the Services affected;or
� ..
(ii) replace or modify, pr�C�t+Gse the replac�!'�t�nt or modification of, the items alleged to infringe third party
intellectual property;t��fs;provided,that: � �
■ the performaltiC� and functionality��f��the replaced or modified item is at least equivalent to the
performance a�ie�functionaldy of tk�uCiginal itert�
� �� �
■ the replaced ot`�odified itelm�C� not ha�e�rt adverse effect on the provision or receipt of the
Services,as apptl��s�,
■ there is no additional cosf fo the inde[»�i�`ted party;
• the indemnifying party is able kC�'�t+��f�ace or modify the:alleged infringing item at a reasonable
commercial cost given the value bf��Services affectet�2�ri�!
■ the tertns of this Agreeme�f�'iply tdf�ie replaced or m�lifi�d item ; _
d) After Vendor has elected to procur8�r'(icense in�[c�tdactts�w1E�Section 7 9c)(i)or to modify or replace an item
pursuant to Section 7.9c(ii) and"�aid election h8s��CtEt�"a��oided or t�s0l�ed the alleged infringement or
misappropriation claim,Vendor shall then 'rf commercially reasonable ef�CE the option not ftrst chosen. If both
the option to procure a license in accordance with Section 7.9c)(i)and„fhe'option to modfi�y ot replace an item
pursuant to Section 7.9c)(ii) have not avoided or resolved the al(egetd",a�'ingeme�f oK.iti�appropriation claim,
� �then Vendor may terminate that portion of the Services affected b�t the�et�8ritrt�>Ctpon notice to Client with
immediate effect,. < �
e) If Vendor terminates a portion of the Services in aC:�Crtd�t�c+�W��ction 7.9 d) above, then Vendor shal[
provide City of Redding with reasonable termination°aS��Sf��C��or the affected Services in accordance with
Sedion 8.5 and such termination assistance shall be provideti to City of Redding at no cost.
� A party shall have no obligation to provide the indemnification set forth in Sections 7.9 a) and 7.9 b) to the
extent that the claim or losses:
(i) is or are caused by any act or omission by the other party, unless such act or omission is in accordance
with this Agreement; .
(ii) arises or arise as result of the use of any materials,data,information provided by the indemnifying party to
the indemnified party in combination with any materials,data,information not supplied or approved by the
indemniying party;or �
(iii) arises or arise as a result of a modification or enhancement that was carried out by someone other than
the indemnifying party or without the authorization of the indemnifying party.
01 Redding Vertex MSA Final ` Page 7 of 13
8. TERMINATION
8.1 Termination for Cause -
This Agreement may be terminated by either Party at any time upon thirty(30)days written notice if the other is in maleriai
breach of this Agreement and such breach is not corrected within thirty(30)days of such notice(or a longer period if such
defau{t is not reasonably curable within such thirty (30) day period and the defaulting Party commences to cure such
default upon receipt of notice and diligently pursues a cure for such default to completion).
8.2 Termination for Bankruptcy/lnsofvency
ff efther Party (a) makes an assignment for the benefd of its creditors or is a party against whom a receiving order is
made, (b) becomes insolvent; (c) initiates or becomes subject to any action or proceeding under any bankruptcy or
insoivency legislation; (d) in connection with its liquidation,dissolution,winding-up or reorganization becomes subject to
any action or proceeding for the appointment of a private or court-appointed receiver,trustee or simitar officer in respect of
a sign�cant part of its property or assets;or(e)ceases or threatens to cease to carry on business,the other Party may,
with written notice,immediatety terminate this Agreement.
8.3 Termination for Fa�lu�r��� Pay by Client
Vendor may terminat��ts�►�sm�nt„upon thirty (30) days prior written notice in the event of any failure by Clienl to
make payment w['�t�dc�� eitt�pf rr�h�t��lient has not paid the amount of an invoice but disputed such invoice and has
referred the d)spi�t�:tcr ihe Mediat�on aitd�t�llitration articles of this Agreement.If Client pays all amounts that are past due
w�hin the thfi�r�3�D) day notice period;�e notice of termination wilf be void and this Agreement will continue to be in
effect - 4
8.4 Client'���rnination for Conven�e��t�e
Client m��r#�tminate for convenience tf��ivices supplied under Schedule A-1 solely in accordance w�h the terms set
forth�n S�ule A-1.
8.5 Client Tfl�t�tination Assistance
Upon Termirr�I�K�t►of th�s Agresment,Vendor,�n�d Client will cooperate to establish substitute or replacement services to
ensure the ordet��r,�fer�►��data w�t�����i�rkt�l�sruption to Client or to an afternate supplier selected by Client.
Vendor will use reaso�iabfie�efforfs�,a pk"�?Vrtie termiaaU`Ci�'�ssistance services up to the effective date of the lermination
and, except in the case of termin�tic��i"due to failure �t',Client to pay, for up to an additional six (6) months after
termination.Such termination ass��ice services will bez�vided at Vendor's then current rates.Upon written request by
Client,Vendor will also continue tt�p�'ovide all or a porti4�c�Of the Services during such period provided Client continues to
pay Vendor on the basis set out ilt.this Agreement �
All such termination assistance sh�lf�.sub�ect ta ahy�cified r�i��efients in the applicable Service Sehedule.
8.6 Payment upon Terminat�on ���rv,,� �� ���� ., �
Upon termination of this Agreement, Client stiall pay all 1t�r��I�rfs due and ovl�i�.to Vendor for Services performed to the
date of termination or thereafler pursuant to Section 8�-�bt9�+e. `
T j'f
8.7 Return of Confidential Information � � �
(a) Except as required by Client s Reu�i� Ftef�tion Policy �m[�i���ely upott�either Party's request, at the �
expiration or earlier termination of�t►��1,greerrN��the ot�her Pe�T�t':�all:
� ` � '� � s .�S ^
(i) return all confidential materials including,�V��l��limitafion ��T�ginals, copies, reproductions and
summaries of Confidential Information;and
�..;-._
(ii) destroy all copies of Confidential Information in its posse�i4i� poweart�t�s�rol (inelud'rng any third
parties to which it has provided Confidential lnformation) wft��pt�ertt on magnetic media,optical
disk,volatite memory or other storage device,un a mann��i���Ssstires the Confidential Information is
� rendered unrecoverable. � '� � .
,.�z ,,r,,, ..
(b) Upon completion of those tasks in Subsection 8.7(a), an officer of the recipient Party shall, upon request,
provide written confirmation to the disclosing Party thal the requirements of this Section have been complied with.
9. CONTRACT 8� RELATIONSHIP MANAGEMENT
9.1 Relationship Management
The Parties will abide by Schedule B, including the appointment of a person or persons to manage the relationship
belween Client and Vendor as outlined in Schedule B.The Parties will promptly notify the other Party of such appointment
and any changes related thereto.
9.2 Dispute Resolution
in the event a dispute arises out of or in connection with this Agreement the Parties will follow the correction and
resolution procedure set out below:
, 1) The non-breaching Party wifl advise the other Party in writing of the alleged breach.The Party allegedly in
breach will investigate and provide a wr'itten report to the other Party within fifteen (15) business days of
01 Redding Vertex MSA Final Page B of 13
receiving the notice alleging breach given to the effect that: (a)the investigation reveals that the alleged
breach was not committed,(b)the breach has been cured,or(c)the breach remains uncured.
_ ....._ _„ _ _,.. .., _ ... _
`�j i1 ihe'Par�y,aiiegirig,tne tireac'�is not safiis�ied ti�at�fhe't�t��r��rty is c��4, �r��ne i�r+g�r�rr� �r�a���r : ,_ ,
wishes to pursue the dispute,then that Party will immediatey advise the other Party in writing it wishes to
escalate the dispute.
3) Each Party will, within ten (10) business days, submit a written report on the facts of th� d'+spute, any
relevant provisions of this Agreement, and any other relevant information: on behalf of Vendor, General
Manager of Business Unit,or as otherwise designated by Vendor;on behalf of Client,V.P. Finance or as
otherwise designated by Client.
4) Upon receiving the reports in the previous step, such executives will jointly and diligently work to resoNe
the dispute within ten(10)business days of receipt of the reports.
5) If the executives fail to resolve the dispute then the Party alleging breach may elect to (a) abandon its
Gaim in respect of the alleged breach,or(b)with or without the other Party's consent,submit the dispute
to Arbitration in accordance with Section 9.3, or ff permitted by Section 9.3, pursue other remedies
available at�t�vy, Nothing in this section shall limit a Party's rights to terminate this Agreement in
ac�c�anc�v�ith S�cttan,8. .
9.3 Arbitration �: ���� ' �_�
Except for 8pp[iC�tions for injunction reqUired to protect proprietary infoRnation and interests of a confidential nature or
applicationS:i`ti�''specific performance or other equitable relief, any disputes arising out of or in connection with this
Agreeme�t,;including any failure of the PaFties to reach agreement hereunder shall, after following the procedures in
Section�.�,:,be referred to and resolved at'determined by arbitration in accordance with the relevant arbitration tegislation.
Arbitratian.s�tall be before a single arbitrafor if the Parties can agree on such arbitrator within thirty (30) days of such
dispute heittg,submitted to arbitration (the"Arbitrator Selection Deadline°). If the Parties cannot agree, the Parties shall
each namean;acbitrator within frfteen(15)days after the Arbitrator Seledion Deadline and those arbitrators shalt select a
third arbitrafo�within ten(10)days thereafter.The arbitrator(s)shall make their award as soon as reasonably practical and
in any event wdtun,siatty(60);t�&�ys following appo�ctttttent of the single arbitrator or the third arbitrator,as the case may be.
Each Party shalt�li�2tEth��r tauvn�osts at'tc��ei��rense5�t��e arbitration proceeding unless the arbitrator(s)direct othennr'tse.
. The award rendered`6}r�the�arbitrator���S�a�l�be finaf�a�[�`binding on the Parties and not subject to appeal,and judgment •
may be entered upon it in accordar���tN7th applicable 1��`,The arbitrators shall be empowered to award damages onfy as
permiHed by the express terms of this Agreement. Arbi�i'�ition proceeding shaA be held in the City of Redding unless a
mutually agreed upon alternative site is selected.
10. GENERAL PROVISIONS ����� �
10.1 Assignment ��` = ���� �' � �� �� �
Neither Party has the right to assign this Agreement withpert#�te written conse�tit;t�f the other Party;which consent shall not
be unreasonaby withheld or defayed.Notwfthstanding,t�t�"�oi'egoing,each P�t���has the right to assign this Agreement to �
an affiliate of such Party,to an entity which acqwres�tliwEi�substantially ail of Ckie assets of the assigning party or to any
successor in a divestiture,merger or acquisition u�son�q�e to the other Party ;�
10.2 Severability �� ;� , �_
If one ormore of the provisions in this Agr��nt�shall fqr 8ttg;ce�BQrt���!'�`�unenfort��le or invalid in any respect,such
unenforceabitity or invalidity shall not affect�`ny other prov[s�'s��c►�,tt��lgreement NrhiS;h can be giv�n effect without the
unenforceable or invalid provision or provisions,and to such end the provisions otthi&Agreement are declared severable.
To the extent possible,any such invalid term shall be replaced with a similar but�II�f'provision. �
10.3 Indemnity �
a) Each Party shall indemnify,defend and hold harmless the other Party kt�4�k�et`t��Ktjt"s affiliates and their respective
officers,directors,employees,agents,successors and assigi�5,from ant�ag�inst a(I losses,damages,costs or
expenses and other liabilities(including reasonable legal fei�s�at�irig fiF�``(��the death of or injury to any agent,
employee,invitee,visitor or other person to the extent causet!bytli��egligence of the indemnitor,its aff+liates,or
their respective agents,employees,or subcontractors;(ii)damage to,or loss or destruction or,any real or tangible
personal property to the extent caused by negligence of the indemnitor,its affiliates,or their respective agents,
employees or subcontractors;and(iii)claims of Clients customers or ClienYs prospective or former customers that
such customer's personal information has been disGosed in breach of applicable privacy legislation to the extent
caused by the negligence of the indemnitor,its afftliates,or their respective agents,employees,or subcontractors.
b) To receive the indemnities in Section 10.3 a)and Section 7.9,the party seeking indemn�cation must notify the othe�
in writing of a Gaim or suit promptly and provide reasonable cooperation(at the indemniying party's expense)and
full authority to defend or settle the claim or suit. Neither party shall have any obligation to indemnify the other under
any settlement made without its written consent.
10.4 Force Majeure
Neither Party to this Agreement shall be held responsible for delay or failure to pe�form its obligations under this
Agreement if such�delay or failure is due to circumstances beyond its reasonable control.Each Party agrees to notify the
other as soon as reasonably possible of circumstances that cause failure or delay to perform an obligation hereunder.
Except for the payment of monies when due and owing for the period and to the extent that a Party hereto is prevented
from fulfilling, in whole or in part, its obligations hereunder, where such disabil'Ry arises by reason of flood, war, fire,
01 Redding Vertex MSA Final Page 9 of 13
earthquake,explosion or other natural catastrophe or act of God("Force Majeure Event"),acts of war,terrorism,threats of
terrorism, riots, civit disorders, rebeliions or revolutions, strikes, work stoppages, quarantines, embargces and other
similar govemmental action, or any other similar cause beyond the reasonabie controi of such party; such Party will be
temporarily excused from obligations as a resutt and to the extent so prevented untii the abatement of such Force Majeure �
Event.
The Term of this Agreement wiil not be extended by the period of duration of the Force Majeure Event.Notice of any such
disabilityr and any abatement will be forthwith given to the other Party by the Party Gaiming same.
Both Parties shail make reasonabie efforts to minimize the frequency,severity,and duratiort of Force Majeure Events
10.5 Actions of Other Parties
Neither Party shalf be liable for any failure or detay in the performance of its obligations under this Agreement if and to the
extent such faiture or delay is caused by the actions or omissions of the other Party or breaches of this Agreement by the
other Party provided that the Party that is unable to perfortn has provided the other Party with reasonable notice of such
non-performance and has �i�k commercially reasonable efforts to periorm notwithstanding the actions, omissions or
braches of the othe��sr�f -
10.6 Waiver
The fa�lur���i�fher Party to insist in one ot thore instances upon strict periormance of the covenants of thia Agreement,
z r�,
or to exeF�a�ny option herein containett,��3all not be construed as a waiver,or relinquishment for the future,and such
covenan��t#�tl remain and continue in ft�11 fQrce and effect. Any waiver shall be effedive only if made in writirtg and
execute��r¢he waiving Party.
A wa�verot`�t�+each or defauR under the Agreement shaN not be a waiver of any other subsequent defauR.Failure of either
Party to ei��ttii�e compliance wfth any tertn or condition of the Agreement shall not cortstitute a waiver of such tertn or
condition
10.7 Mutual Repre��►r#f,�t�+at�s =
F v } .
Each Party represents"��ci vvanant�t11�t,;,�`s`of the Effet�y�Date:
(a) it is a legal �t�Cy°�dufy incorporateS�t�G formed, as the case may be, validly existing and in good
� standing untte�#1te laws of the pro'vtrii� in which it is was incorporated or fortned, and is in good
standing in �� other jurisdiction it�h�re the failure to be in good standing would have a material
adverse effec�Y�t�its business or��"rlity to pet��r►its obligations under this Agreement.
7, �
(b) it has all the nec���t��oL+�`�t�authont�t�ie�1#�r�1�'1ttp,this Agreement and to pertortn its obligations
hereunder, and iti� ��(�i�'and t��t� of��t�r� ,�greement and the consummation of the
transactiona contemplat2�hereby ha��r8�n duly autho�by alt necessary actions on its part.
(c) this Agreement constitutes a(eg���i�,l and binding obl�g�ttton of such Party,enforceable against it in
accordance with its tertns;and_ "
� ��:
(d) it is not a party to,and is t�lf#�t3unt��tr affected by a��1�b�ect to an�3nstrument,Agreement, charter,
or bylaw provision,iaw��1�,reguta�pTt,�udgmert��lr�r��er that v�T��be contravened or breached as
a result of the executwr�c�liis Agre��,�r°t�it�5�ntnation o��#�ansactions contemplated by this
� Agreement. " ,v. � �
10.8 Warranty �
EXCEPT AS SPECIFICALLY SET FORTH IN THIS AGREEMENT,THERE AFt�`!VO WAR}�14i�'#'i���bR CONDITtONS,
EXPRESS OR IMPLIED BY lAW OR OTHERWISE, BY VENDOR, INCLUDII��U'��t�T���NflTED TO ANY IMPLIED
� AND/OR STATUTORY WARRANTIES OR CONDlT10NS OF �IERCHAI���;�("��:�fiT'NESS FOR A PARTICUTAR
PURPOSE,AS WELL AS ANY IMPUED AND/OR STATUTOR�`�tARRA��d����l2�ONDITIONS ARiSING FROM THE
COURSE OF PERFORMANCE,COURSE OF DEALING,OR U�k��€3�"�DE,AND CLIENT HEREBY WAtVES ALL
OTHER WARRANT{ES. VENDOR MAKES NO WARRANTY THl��-�"�i� OPERATION OF THE SERVICES WILL BE
ERROR FREE OR WITHOUT INTERRUPTION.
As of the Efiedive Date and continuing throughout the term,Vendor represents and warrants to Client that the Services
will be performed in a diligent, professional and workmanlike manner by qualified individuals in accordance with general
industry standards applicable to the periormance of such Services.
10.9 Notices
Notices required or authorized to be given hereunder shall be deemed sufftciently given if in wrfting and sent by registered
mail or courier to the address of the Party set forth below or by facsimile to the fax number�of a party set forth below,and
if so mailed shall be deemed to have been reoeived by the other Party on the fifth business day following the date of
mailing (excluding periods during which strikes or other occurrences interfere with normal mail service), or if sent by a
courier, guaranteeing overnight delivery, the notice will be deemed to have been received on the next business day
following dispatch.
If to Vendor: If to Client:
01 Redding Vertex MSA Final Page 10 of 13
Orcom Solutions LLC City of Redding �
250 E.Arapaho Road , 777 Cypress Ave _
_._�. .
,_r _ .._ _v_ _ i�"i��-fiardson., ._ , ,_ _ . _�.,.� ,, ,_ _. �€���g._., __ � „_ � � _ . ,-�- --.. �. ,,
Texas 75081 California 96001
Attn:Chief Finance Officer Attn:Barry Tippen
. Fax:214 576 1145 Fax:[ ]
Wdh a copy to:
Vertex Business Services
200 Yorkland Bivd,Sufte 1100
Toror��o,€�C�l�J�C6
Atht,,�mrr►erG�tl"&1 ec�al Department
10.10 Governing�:aw��Jurisdiction� '�`,
This Agreeme�tt and performance under i�Sh211 be governed by and construed in accordance with the iaws of the State of
California,virithout the application of its coti��ict of laws provisions.The parties agree that all actions or proceedings arising
in conner��it�`with this Agreement shall be'ft'ied and litigated exclusively in the state or federal(ff permitted by law and a
party eled5 fa file an action in federal cout�}'courts located in California. Notwithstanding the foregoing,if any action or
proceedmg,r►utside of the state or federat courts in Catffomia is necessary to collect or enforce any order, injunction,
award or jttdgment of the courts set forth above, there shall be no contractual restriction on the jurisdiction or venue for .
such actior�ot proceeding.
10.11 Personnel and�S�bct�nfi�actors ,�;�: ��; ; � �
�
� Vendor shall caus�rif�pet',sbnnel and SuCiCo�it��cfors�ta�bide by the terms of this Agreement.Vendor shall have the right
to subcontract any of its responsibilifies under this Agrteement subject to obtaining prior written approval of the Client;
such approval shall not be unreasor�8bly withheld or det8y�d.Vendor shaA remain liable for all adions of subcontractor,
as between Vendor and Client, a�if`Vendor was perfq�tng the Services. The rights and licenses granted to Vendor
hereunder shall be deemed to ir�'Ctude the grant of sudt t�ghts or licenses to subcontractors,subject to the provisions of
this Agreement.Vendor shall be st}�ly liable and re,s,�b(tRble for�tlyz�and all payments and other compensation to,,and
the performance of;all subcontractor3"and their offlcet�`�=einployees���nts,and independent contractors.
10.12 Independent Contractor �� �; �-'� f� g . � � � �..
Vendor is an "independent contracto�' and is`'�iot an agertt,Set\!ant or emplt�t�e of Client.Vendor acknowledges that it
shall have no right to any Client employee benefds,incit�tg without IimRatitlA�savings plans,life,accident and disability
insurance, medical and dental plans and perfomtat7i�e`�51ans. Vendor ackttc�vledges that Ctient does not have any
obl'sgation to provide additional work under or to ptOYtd!��lployment to any pf 1t&�personnel.
Vendor shall be responsible for payment of�t�;3tiC��i're t2tX�,Canada Pens€prY�Plan Ettt��ts�ment Insurance and any other
�w�
such payments required by law. V�ndor sh�('�open �t�t�°m�Inta�n �t�:�count tr���od standing with the Workers'
Compensation Board in each province in whic�'�Services a�,pt`OVKf�I't;�"C�*��lient unde!'f��s Agreement.
10.13 Access
Client will provide Vendor such access to its facilities, information,mater�als file�,�iquipment at�t�qu8k'fied personnel, as
reasonably necessary for the performance by Vendor of the Services.
10.14 Restriction on Solicitation � �
At all times prior to termination of this Agreement and for a pe€ic�d of s�c�"t����i�er termination, the Parties shalt not,
directly or indirectly, induce or attempt to induce any"employe�'�,��ts de��ti below)of another Party to terminate his or
her employment, nor, without the prior written consent of the other`�''2ity, offer employment, except in the course of a
public solicitation for employees,to any"employee"of the other Party. For purposes of this Section,the term"employee"
shall mean any employees, agents or subcontractors of either Party who are substantially involved in the development,
marketing, servicing, distribution, maintenance, support or use of the Host System, or the Services or who were so '
involved within the twelve(12)months prior to the date of termination.
10.15 Publicity and Promotion
' Neither Party shall(i) use the names(s),trademark(s),or trade name(s) (whether registered or not)of the other Party or
(ii) publicly refer to the other Party or the existence of this Agreement, in publicily releases, promotional materials,
business plans, investment memoranda, announcements, or advertising or in any other manner, without securing the
other Party's prior written approval.
10.16 Insurance
During the Term of this Agreement, Vendor shall maintain the insurance coverage described below and in accordance
with Schedule C.Any exceptions must be approved by Client: (a)General Liability Insurance wfth fimits of not less than
one million dollars($1,000,000) per occurrence and two million dollars ($2,000,000) in the aggregate; and (b)Worker's
01 Redding Vertex MSA Final Page 11 of 13
Compensation insurance in accordance with the statutory requirements of each state or province in which the Services
are to be performed.•
Vendor has cammercial general and automobile liability insurance as well as a crime and dishonesty policy in such
amounts as are set forth in Schedule C(attached hereto)and shall maintain such insurance in amounts not less than the
amounts indicated on Schedule C while performing services for Client. Vatid insurance certificate(s)with endorsements
meeting ClienPs Insurance Requirements for Contractors Schedule C and a W-9 form are required to be on file prior to
any payment issuance.
10.17 Remedies Cumulative
Notwithstanding any other provision of this Agreement, and un�ess otherwise expressly stated herein, all rights and
remedies of either Party are in addition to such Party's other rights and remedies and are cumulative,not afternative.
10.18 ContraCt Amendments
This Agreement, including the Schedules hereto,constitutes the entire agreement between the Parties with resped to the
subject matter hereof, There are no agreements, representations, warranties, promises, covenants, commitments or
undertakings other than th,ase;ex�ressly set forth in this Agreement.This Agreement supersedes all other agreements,
representations wa�ratit�e���►tt��eS,,covenants,commitments or undertakings, whether written or oral,with respect to
its subject matte� � � �
.. A reference,�o 8�r`oval, author¢ation�r Cpnsent in this Agreement means written approval, authonzation or consent
regardless �q�pt'tl"ether expressly so stgt�; Except as expressy provided otherwise in this Agreement„ eledronic
commun��tts are acceptable as a signe�ti�Xiting.
h
Notwiths�ing any other term of this Ag�tnent, any modification or amendment to any provisions of this Agreement
(including�y Schedules)must be made rrt�s+riting and signed by an authorized representative of each Party.
Each Par�y 3Ni1i execute and deliver such further and other agreements,documents and instruments and do such furlher
acts and t�ttigs;as are within its power and as may be necessary or desirable to fuly implement or carry out the intent of
this Agreemet'� '
� This Agreement may�s�jr�in any�ti�tl�►�r of Courit�3e�aris or facsimile counterparts,each of which shal!be deemed to
be an original and all oCwifiich togethet��a�1�consMute��and the same document.
;f
,.';.
s.,:;
01 Redding Vertex MSA Final Page 12 of 13 '
�
CONTRACT ACCEPTANCE
_ _ �._ . _ ,_ . �v__ �.. _
In wiiness whereof ffie�aRies hereto nave ezecuted`tiiis i�greeri►err�a�s"bf th�t�ate rlt'�'t w��r���as�. ,._ ._. . _. _ ,,,, _ _,..
City of Redding Orcom Solu' ns /a Ve Busi ervices
b �r<��G���l��ld J��� by
Y
• Authorized Signaiure Authoriz Signature '
Name RICK BOSETTI Name Charles Michel
Title MAY����� '� ``� ��`�'� Title CFONA
..
• � � �i
ATTEST. . '
. ,.� '( . �„'
4;.:�'?� � , .
. ;�.we^? .. .
't`
{
P EtA MI�E, �
City.Cb�4c
. , � �..�
, \�
Fortn�PAno�d
G.
B�rry E. De�lfalt
As§i�tant CiQy A�gorney
01 Redding VeRex MSA Final � Page 13 of 13
Schedule A-1
Statement of Work
To The
� � ��ter Services Agreement
�
�y and Between
�
l�l�com Solutions LLC
�� .
And
C�ty of Redding �
.
� :
�
�� � �
� ;
, 3:
�
, { .
�
Schedule A-1
� Service Description -
This Schedule A-1 is subject to and shall be governed by the Master Services Agreement (the
"Agreement") dated Decernber 4, 2012 between Vertex and City of Redding,which is hereby
incorporated by reference. Capitalized terms used but not otherwise defined in this Schedule shall have
the meaning ascribed to them in the Agreement
WHEREAS,the parties wish to document the implementation and customer care business processes that
Vertex will provide to City of Redding under this Schedule as of the Effective Date.
I. Phase i Imple�n�ntatian
Vertex will ccrttaborate with the City of Redding to implement the call center front office services
as descri��d herein.Vertex will us�;a phased approach to perForm transition and �
implem�ntation services. Vertex�sivill use its best practices to perform each stage of the process.
Vertex;w�lf�f perForm the call cent�i��ront office services in Scottsbluff, Nebraska and shall
continue�o do so unless otherwise specifically approved by the City of Redding. Should Vertex
intend to r►iove Services covered by this Statement of Work from Scottsbluff to another North
American�acation,such approval by ihe City of Redding shall not be unreasonably withheld
or delayed ��
During Phase 1 of the impl��entation of Cal(��enter services as described in this Schedule,
Vertex will utilize the ex�s��ng`business prac�ices provided by the City of Redding and the current �
. version of E-CIS 5.1.9 curr�ritly in use by Re(��ing. Changes to the business practices or .
processes,throughout the t�ttt,will be mana�ged thrpu��change control procedures set forth
in Section 3 of the Agreement��he'�`CEtange Contt't►E�roc�i�u�'es").
Customer Service Representatives("CSRs"°�:�isC����access the Gty of Redding's I.T.systems via
Citrix. If Citrix access is not available it�titrie�qr training,VP�t�,�tcess wi�t be utilized until the�
. � � F „ . ,.
circuits are in place. Any conditions��es�ilting�i�t a delay it��l T.��systerr����cess will be managed by
the Change Control Procedures
Training duration is scheduled for three (3)weeks plus one (1)usre�k of Acac�er�y;B�y.
� Vertex will provide the Services in accordance with the applic�bFe s�rvice��levels set forth in
Schedule A-3 for the applicable charges and rates s������iet�m��Sc�etlule A-4.
The Fees and charges for the Services are based on the data provided by the City of Redding or
discovered by Vertex prior to contract. Changes or additions required to the Services due to this
initial data being incomplete or incorrect will be managed through the Change Control
Procedures and in accordance with Section 3 of the Agreement. �
During the impiementation, if the City of Redding requires changes to the timeline of the
implementation, implementation activities or to the Services, such changes will be addressed
through Change Control Procedures.
� City of Redding will:
02 Redding Vertex—Schedule A-1 -Ca(I Center Statement of Work Final Page 2 of 5
(i) Provide a qualified, full time Project Manager to manage the tasks to be performed by the
City of Redding.
(ii) Provide all current and updated training materials(including any custom processes) �
currently used by the City of Redding in its internal provision of those services that are to be
transferred to Vertex. �
(iii) Arrange for its staff to deliver Train the Trainer training at Vertex's Scottsbluff, Nebraska]
offices. .
(iv) Provide suitably trained and experienced staff to support and participate in all
implementation and transition activities.
(v) Provide access to Redding E-CIS Systems
1.1 Phase 1 Est�mat���'i��t�
The diagrar����otiv��illustratestl�e Phase 1 Implementation representative plan developed for
the Gty a�t���iding and outlines�i�key tasks and milestones which will be implemented by
each w<t�`��#ream. A more detarl���ransition plan will be developed and approved with the
City of�e��ing within thirty(30�t���s of contract signature consistent with the milestones
estimat��below:
coi��t��tnatur�
fiaUYtr�c itni��:t't33�" � `�'�
� " � >> SS Eattlery rc�tly f�r
teams pc�[upaltotl
Scope f.onfirmee °'v
D�1e Qiti3c�l�+n�e�a Frnd�r� fi2ov CnR�encs e�ltcce�
suQmtltEA t�t��Of ReddirsEt ew F11re Traln(ng
��tee�altct�At+sc�s,Hand�� � ,.
Dre�s Rehearsai
N��tpirtg���m ��� � �
4�, ,�� � � GQ��LIV�
.. �,.�� �a�, ';�
2
Month 1 Mon�'� �`f ` . Month 3
�
�In(rasU'u�tur�2 Dgs:�n C�tmpFcte ` =
; itV 2�tP�'!�iii'eWt LiV�
7rans�tinn Prolc�.t i4�in 8a�e�tnt� E
Qlt flcvr Oer�tgn Conf:rmed ��re�ktops�lr'Y
� �'d"�nlc}g lnCound C�IE Raut�rtp Tescfn}�
�
� � Y
1.2 Phase 2 Implementation '
Once eCIS+design is complete as defined in Schedt�#�A 2 tt���t����ng�t�imeline for the call center
: wf
will be agreed with City of Redding but shall not exce��t+5r��is of training and be'rncluded in
the forecasting process for planning and resource requirements.
1.2 Service Description
Customer Care seryices shall consist of managing and executing the customer care call handling
processes.This shall include receiving and handling City of Redding's end-use customer
comments, requests, questions and complaints from customers regarding billing, payments,
requests for duplicate bills, requests for statements of accounts, late payment charges, meilings,
and updating account information such as mailing address corrections and name changes.These
requests will be received at the Customer Care Center via inbound calis. Changes to the
customer care processes w,ill be managed through the Change Control Procedure.
02 Redding Vertex—.Schedule A-1 -Call Center Statement of Work Final Page 3 of 5
The Parties will agree on volumes and forecast in accordance with the following provisions.
__,�.. _ _ �_ . . ,� -- ___ �_ _
-_
The forecasting process will be on the basis of a sliding quarterly"window", commencing 90
days("the Planning Period") prior to the beginning of the applicable month the Services are to
be delivered (the "Delivery Month"). The parties will meet month(y to review future work
volume drivers,the impact on Vertex's delivery requirements and how best to configure the
Services to meet City of Redding's needs. The parties will meet monthly to review the
information required as input for the forecasting process 90 days,60 days and 30 days prior to
the forecast Delivery Month.
A new 90 day Planning Period will start at the beginning of each month to forecast the resources
required for the Senrices,9t�days in advance allowing Vertex sufficient time to react to resource
increases or de�r��s�s'�s a���ropriate. lmplicit within the Forecasting Process is Vertex's ability
to handle a�°�increase or decre�se in resources on a month{y basis,through the management
:�.�. �
of flexible�tE�rkforce scheduling��`r`,2�ngements. If volumes are outside the 5%variance, Vertex
y ..;�
will be re�teved from achieving th��ssociated service levels set forth in Schedule A-3 but will use
reason�i�e efforts to achieve thos��'service levels. �
For al) rro�t,-E,nglish verbal customer inquiries,Vertex will uti(ize a language line service.
Vertex shaCf;pr.o�ide th�Services se��c?rth in this Schedule A-1 during the hours of operation set
forth in Sched�t�R �'#�this Ag�e��ent
Responsibility Matrix
X= Primary Responsibility S,�Assists
. �
-. .
1. Receive and resolve customer service inq�ti�'tes�and com���ints via City X
of Redding telephony system. This ca�i%t��Iso include sit'��t�e
collections inquiries
2• lnitiating outbound follow up��l1s to cu5tc�mex�ds tt��tled X
,�.. ,.:, ,r ��
3. Create the customer contact arrival forecast for all inbound.,��tannels, � X
and revise each 30 days. Forecast is to be examined in a 9t���y rollin� ,:,
window, updated each 30 days
4. Reviews forecast and agree upon for the upcat'rttpg 90 ct�� - �������� 5 X
look forward
5. Capture and track all customer contacts so that CSRs, and Supervisors X
may view contact history and progress through the resolution process
6• Record 100%of customer inbound calls and retain for a period of X
5 years
7. Provide call monitoring recording notification to Client's customer. X
8. Measure and manage the service performance of each key X
process/activity performed by Vertex .
�2 Redding Vertex—Schedule A-1 -Call Center Statement of Work Final Page 4 of 5
� . .
9. Measure and manage the quality performance of each key X
process/activity performed by Vertex
10. Define quality measures to be utilized for agent quality monitoring S X
11. Maintain data for quality metrics X
12. Identify controllable and uncontrollable causes when performance 5 X
targets are not met, and take actions to address controllable causes
13. qssist m writ�ng��tl��dating customer care scripts. S X
� 14. qPP��y���stomer care scrtp�s X
15. Tra�rt�ertex customer care p��onnel supporting City of Redding X
16. ��j�,ge Staff Performance X
Termination for C�t��ren►��nce � �
After 36 months from the�fFecfiive Da�e��e C`ity of���lding shall have the right to terminate for
���
convenience the Services containe��ti�tliis Schedule�1�on providing Vertex with a minimum of ninety
(90)days wrRtten notice of termina��t�n.
In the event City of Redding termmat�s this Sched�t��A 1 as,�Zermitted above then it agrees to pay
Vertex an early termination fee (the `"t"��a���rt'Fee") T't��i'+��'t�i�ation Fee shall be 55%of the
average of the three (3) largest monthly mvb�ices or fe�s��s"applicabi�e��for Services provided under this
Schedule A-1 during the Initial Term multiplied by xl��►�ttimber of montl�5 remaining in the (nitial Term.
The Termination Fee shall be payable on receiptc��niri�-ten notice of t�t�i�ination and shall be invoiced in
� , : � �.
accordance with Section 6.2 of the Agreeme�t'� �orC��rity no Ter��tion F�e:�#�all be payable by City
of Reding to Vertex if it exercies its right to��ri�mate`�h�s Sc��td#��e J`4-1 durmg any Renewal Term.
02 Redding Vertex—Schedule A-1 -Call Center Statement of Work Final Page 5 of 5
Schedule A-2
Statement of Work
To The
Master Services Agreement
E�� and Between
Orcom Solutions LLC
���� ��� �:� � � And
City of ��dding
CONTENTS
SCHEDULEA-2....................................................................................................................................................................................3
SERVICEDESCRIPTION....................................................................................................................:..................................................3
INTRODUCT'ION..................................................................................................................................................................................3
I. SYSTEMS IMPLEMENTATION AND TRANSITION TO SERVICE...................................................................................................4
OVERVIEW......................................................................................................................................................................................4
ECIS+ESTIMATED IMPLEMENTATION TIMELINE...........................................................................................................................4
IMPLEMENTATION RESPONSIBtLITY MATRIX.................................................................................................................................5
1MPLEMENTATION PROJECT DOCUMENTS...........................................................................................................•••..........................6
TRAINING RESPONSIBILITIES AND LOCATIONS..................................................................................................................................7
11. METER DATA/USAGE RATING/BILL CALCULATION.................................................................................................................8
OVERVIEW......................................................................................................................................................................................8
FUNCTlONS.....................................................................................................................................................................................8
RESPONSIBILITYMATRIX....., :;t ...................................................................................................................................9
III. TAX CALCULATION ; ..s ....y�. .......................................................................................................................9
OVERVIEW. ....., ...� ......... .....,.: ......................................................................................................................9
FUNCT'IONS ;; :................... ........: x ..........................................._.........................................................................9
RESPONSIBILITYMATit1X.................................. ....................................................................................................................9
IV. BILL PRINt"$��ORRESPONDENCE PROCE55(IAC�AND DISTRIBUTION................................................................................10
OVERVtEW. r......... ....10
............................ ..........................................................................................................
FUNCT'IONS �w>:,......................................... ..'....................................................................................................................10
V. PAYMENT PRTJ��SSING..........................................................................................................................................................10
OVERVIEW. .,_ ... ..............................................................................................................................................10
FUNCTIONS .......:� „.., ;. ........ .r; ...................................................................................................10
: � ,• .
Vi. COLLECTION AND Qt�1VNfi�1G IVFANAGEl4t�1�"t' .'. ..,...............................................................................................11
OVERVIEW............................. ......... ...t. .......... ....,.:�, .........................................................................................11
FUNCTIONS.......................................... .................. ........................................................................................11
RESPONSIBiLITYMATRiX..................... .................. ..� ' .........................................................................................11
VII. REPORTING................................ .................. �, � ....... .........................................................................12
RESPONSIBILITYMATRIX..................... ,............... ,� ...: j*: .........................._..............................................12
VIII. ACCOUNTING AND GENERAL lEQ6ER �:, ,� `... , .............................................................12
.,
OVERVIEW........................................... ......... ..,..„.. ......... ..�;: .......��....x. .........................................................12
FUNCTIONS..................................................................... ..,.: .........._......... ...............................................................13
IX. CUSTOMER SELF SERVICE..................................... �,� �� .................... � ..... .................................................13
OVERVIEW:........................................................ ........ ;: ........ ........, ,� :..... ................................................13
• FUNCTIONS 13
........................................................ . .�:. ........ .. . .... � ..:...........................................
RESPONSIBILITYMATRIX................................... ...... ., � ........., ...... .. .........................................14
X. INTERFACES AND CUSTOM ��� Y '� ` " '
............................... t ................. .... :,� ..............................................14
....
OVERVIEW..................................................................................... ........: ......... ,.� .................................................14
CUSTOM................................................................................................................... ......... ...................15
REPORTS................................................................................................................... .. ......................15
INTERFACES � `
' 15
................................................................ ................ ...................................
XI. ONGOING PRODUCT RELEASE STRATEGY AND RESPONSIBILITIES „ ....... .;: ................................................16
XII. HOSTED ENVIRONMENT...................................................... �.. ..........................................................16
r ;.>:.,
OVERVIEW.......................................................................................................>.............. .........................................................16
.....
FUNCTIONS...................................................................................................................................................................................16
SYSTEMRECOVERY.......................................................................................................................................................................16
XIII. SERVICE MANAGEMENT....................................................................................................................................................19
OVERVIEW....................................................................................................................................................................................19
FUNCT'IONS...................................................................................................................................................................................19
RESPONSIBILIIYMATRIX..............................................................................................................................................................19
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 2 of 20
Schedule A-2
Service Description
This Schedule A-2 is subject to and shall be governed by the Master Services Agreement (the
"Agreement") dated December 4, 2012 between Vertex and City of Redding,which is hereby
incorporated by reference. Capitalized terms used but not otherwise defined in this Schedule shall have
the meaning ascribed to them in the Agreement.
WHEREAS,the parties wish to document the implementation and ongoing hosting of the eCIS+ platform
that Vertex wil) provide to City of Redding under this Schedule as of the Effective Date.
Introduction �
The Implementation`��rvices under tF�is Schedule A-2 will consist of(i)eC15+V3 software application
("eC15+") installati€�n and setup for City o#'Redding's customers and the telecommunications network
infrastructure to�e used by Vertex to perform the ongoing operational Services,set forth in Schedule A-
1 and this scheCtU�e, (ii) conversion of City of��Redding's data from the Orcom E-CIS software application
to eC15+, (iii) prti�tision of interfaces, reports,custom programs and custom code as identified in this
Schedule to eCl�+,,which will be developed and approved by both Vertex and City of Redding during the
implementations services set fo[kh in this Schedule A-2 and (iv) managing the implementation project.
City of Redding and Vertex�each will a�sigri a Project��Manager and Core Team Members that will be
responsible for completing the impte�tentation services outlined in this Schedule A-2.
The Services consists of the following�najor elemer��i�escrib�t�in this schedule:
� �. �
1. Systems Implementatior���nd.Tra�stt�crrt�to Ser,.�rCe ,
I1. Meter Data/Usage Rating��iI1 CalCufation
_
I11. Tax Calculations ��� �� ��� �
IV. Bill Print enablement and Correspond�t��e Processing and�l7istribution
V. Payment Processing
VI. Collection and Dunning Managelr�e�tt
VIL Reporting
VIII. Accounting and General Ledger �
IX. Customer Self Service
X. Interfaces and Custom
XI. Ongoing Product Release Strategy and Responsibilities
XII. Hosted Environment
XIII. Service Management �
Vertex will provide the Services set forth in this Schedule for the applicable charges and rates specified
in Schedule A-4.
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Wortc Final Page 3 of 20
I. Systems Implementation and Transition to Service
Overview
Vertex will collaborate with City of Redding to implement and configure the eCIS+software, estabtishing
the hosted environment as described herein.
eCiS+Estimated Implementation Timeline
As the implementation proceeds,Vertex will work collaboratively with City of Redding to provide
updated estimates for the timeline.
-rC' N� in C M t0 P� '�J; O!I — ' . _
C �� �. � � �' � �' � �' �� t 1 � �! �
Oescriptlon - -- _ .. �. �i �i � �a..�• � �; � �. � � a �.._�.
__ . �
� � , , � . ,.
Scopingllnitiatlon Phase �, � -- - - - - -� _ . '--- ;-
__ -- - _ ._ .,� ,
MO1y613 PheSC �,., -� � •� ' 'I ---- ; -� � -� -�- �� -# , i
Requtremeats end Gap Mal�+8t9 �� �� - �' -- �- � �
INPUT:Requirementa��b�rSBss�ons tivith Reddmg ._ � � �
- ' --�
OU7PU7;Statementu�(Stq�`it,Project Sehedule,Esdmate�►�6eps � � ��� � � �� � � �- '
MS:Scopingllnitie�pT�3fi�iese Complete ! ' � � -� � � �i `i � �i � �j
Poundation Phaee +;'' _- ---+- -- - -�_. �- . i- - . i -r-
1:1S:Implemer�Uort6R���a - -- - - - - _ --
Developmenl - - ' �
--- -- • --- - � ' '
Design end Cade Cug3CIYCi.tods/lnterfecss -_. __ _ _.. _ ._ _._._ . _ � --- , :' - -. i I . . ' I
� ,
7eat Intufecw end C�� - - - - ` - � _i I
�95:tnfertaces and GttAr�C�i1 Complete � �— � '
CoreTeemTremmg e �' i � ; �' � T � � � i �
!
� :
RVPUT: Core Teem Inden6fiEd -- —._ J . . � ._, I _ �.. �
CoreTeamTreinlnp ' �. -� ._" � "'� _� '_ � �_ _
- r
MS: Foundetion Pheae Complete � � - � �
� � ' -
- .- __,- =-
" ,
Contgurotiort and Modeling Phase ' , `• ; f � ; � ? ; �
INPUT:Environment Creation Complete for Coti�t:t�'dBon �,r � � � ��- � `- �
Customer CerelFie�Servlces Conflyuret(on ����.� � � � � � i '
- -- -- . _ ... - --— � - - -- ' ,�� i '
Beck Office:l.teter Readin9,Usege.and B�np Confq�isi�ltion ' :' � �• � � � -`j-
Ni , .a _ —�-� - - -I F I— --, .
Beck O�fia:Peyment Proaaainq end Credil d Cc@ectlWt�ConfipuroGon , ' i ; �
i
OU7PU7:Configured eCIS�V7 � � ' ; 'j
t; , ;
P,75:CorMgura6on 8�7odelling Comptela � � � • , ''
_. .
� �r � -� � �� � i ' - � �-- -
tNPU7:tniBel Migrated EnvUonment Complefe for Mo�18Ut1$ e � , � �
- - - - -.
CustomerCerelFirldServicesConfiguretMndldode8ng "'"'"� � �� � - � � ' � ��-� �'� �
Beck Office:ldeter Read'mp,Uaege,end B�n9 tAodefmg � � x ' -
— - - - - . - - -- -- I
Beck OTfice:Paymenl Processing end CreGA 8,CoOecUons Facdelinp . ' - -- - ,,s - � --}-- � - i--� ' -
_y.
OU7PU7:Con�gured eCIS�V3 _ . . -- --- f � __ � _ ,- � _� �.._f._ i
� ( f.
MS:ConflgureUon 8 Modeling Pheae Complete ,
Bui(d Phese �' + • -� � � r � �--; � --
Syaiemintepretion,'FunctionalTestmp ;' � � �, ; i � �- -� - j i - � -
ItIPU7:�Aodeli�g and Custom Development Complete � " � t` � � � � ' ' �� i I (
SyslemNtegrolloNFunctionelTnting - ° - � �< , � � � - �
�95;Bufld Phaae Complete - . _-- - - �- � ' ' -
Converalon -.. - - � - . . . - . - - ; � � � � � �_
INPU7:Hedding Dete evailahle to Vertex � ' � � � 1 i
GCnversionMeppinq - - -- - . . � . _._� - -- -
�� t �,. .
� - ' -
-- - -' - - -.._- - - '-� - � . . _. j ,+.. , - i ' --.' ;-. :
ConversWn Devebpmml lrt�clu0a unA teetinp o�conversion) , ,
h15:Converslon Devetopmerrt Complete ��I � � � � I j
Converaion Runs 8 VaSdetion �_ '� '-'' f ' '�`
�95:Bultdl Conversion Complete -' " � "'�- "�"'-- "
Qeptoy Phese . , .�... .. I . �_... __�
_ - --. ._. .. -- ---- - - .
�
_ . �
-- - �- -- - � '
User Acceptence ieatin NAT �` � � -�' " �- '" fi "� "`
-- ... _ .9_ � - -- - , - ?--.- -- --� -
�- - - __ � ; �
INPUT:Build UAT Emironmrnt � - � � - ' ' � -"` �
OU7PU7:Dellver Conflgured System to Redding Vertex Steft for UAT � ' � ', "i
---- -- - --- - -- - _. _ ... . . -- - -- - '
___ .r_,
Run User Aeceplence Testin9 , �'
-- -- - -
P.95:UAT Complete _ � -. - � � .
_ _. .I_ _ __ I_
TreNNg � , - � - ,
_ _. _. _ . --. . . � :
Trein the Treiner Seasions � -'- --
PAS:End User Tralning Complete l " - ; '
_ _ ..r-- - =---- - _ ._,
Deployment � t '
- - -- _ __ . -- {- ..�__.--- --'- �
�•
-- - -
Cade Freeze _ _ _ _' ' i -
---- - -- --- - - - � �
- ----
PAS:Reddi�gGoLiva '- - ---- -- ---- --- - - .- . , --1-- - --- -- -�"� -�-- -
- --- - -. _. _ ._ . . _ .. _ � �_ _� . _ . � -�- - , .�_..
�... .
ProAuctmn 3leb�aetion , i � � , • I j �
Post Go Lfve SteClBzetlon ; '
. ___- - ---. ..-- - -- ��-� -� - � --- -... _ ..---- .1 _.�. . . _ ._ -�-- - - � -
R9S:Pro ect Com lete � '
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 4 of 20
Implementation Responsibility Matrix
�_ �_ '
y � . . ,.,_ �_ r,
.��
'�, �<. i� �. �o P ase. ,•� ��,.�:. � .�¢�
� � _ ,.,_ ... ._ .� . : .�. w. , ,.. . �,., .. __ .
1. Schedule discovery workshops X
2. Participate in discovery workshops S X
3. Document diligence findings-Va(idate existing code against functional requirements. X
x ..,,� ��,�� ��, �t .,�. � �x� ��'� °�" ��
��m ��evelo a d d �u. e t "�-�`� ` �"�`� _
s`a4� ,+� ' a �r t,,,-'�"" ��;
.x:�,. .�.,R i. �.t..4.�`.a•. a^''.;9-t; zr.. t.?7,�.`�-�� .r �:..�.za..� _�s^..�„ sws �.��.
4. Implementation Strategy X
5. Transition Rrogram Plan X
6. Testing Strategy and Pian X
7 Project Plan X
�;,. > �, M-• ,�r� , , �� �� ..� �. �
,���;���OU�t�atlQ�a�.�1�54. •e �r. �'f? ' ,t����'k"x?� r,ti��„r���..�`.,�:.'� �,���;'?"a g��''. c���� �a.���;
. .- .... ,.. ?._ , . , ... , , ,p �
8. Migration Strat�gy�f7acument � X
9. Core Team T�`ain�ng �:�� . S X
10. Build Initiat Ertvironments '' X
11. Business�equirements{BRD) X
12. Systems C)p�rations Requirements � X
13. Review arii�approve documents as requested in timely manner X
,�";� . sd"4... S.s d a�ri 2 c� '" e-�«'�; y F��" 5Y "aA't , 3�'�' }. �i +'w�r� s'`�' ` � Yb,,�,'Sri!w:� S :�'L�e� .�� �F`�`}
,:. :Coq� ura rcl;ModelingPhase ur::J��,� � ,�f��� a �>��.. ��s:' x . �; .R.S:�, ��� s �r.
�,.4,�.. �:,. ,.B _
14. Demo eCIS+Bestpractices,,. , X
15. EvaluateCityofRe�tdin�t�iisiness:prt�cesses S X
16. City of Redding Process Modifi�a�ori �� S X
17. Populate Configuration Warkbootts S X
18. Document Business Requireme�i�ts for Potential s�}�#�v�are modifications X
19. Demonstrateconfiguredbase�ur�ctio�alityand.j��i��esses ,.����,;, X
20. Sign off on base configuration arii�:processes X
21. Sign off on Business RequiremeMs�fpr�s��re�mod�f�G��to�s`�` X
22 Sign off on Busmess Reqwrements for interface de�+�lc�pment X
f�'�i`` t�8U1�li�i��L.�aSe��sr.t ._`��� yk.;k�. t�*.��=. ��...�'r,�; 1 �,,,.�.. ",,.3,f "`Yj�'",`� a� a- r,.:�.,:..` ,'.�F .. i L�'��" . ��,
�';��.,a�. ._r 2, '���f .v��...
23. Develap High Level Functional Design(HLD� X
24. Complete software modifications developt'rleti� `. X
25. Complete interface development S , X
26. Pe�form code and unit tests X
27. Conversion Data Mapping and Development X
28. Training Material Development '`S X
29. Test Script /Scenario Development S X
30. Complete Migration Strategy Document X
31. Review and approve documents as requested in timely rrtant���`��:��.�:��� X
32. Perform Functional and Integration Testing ' X
33. Pe�form System Testing X
. ^. .�,i�i��.'z'�a_=`�`"r➢,�,' ..�°.� '�,r^'�'P�'s '�.�"'S r r ��2� r Y.r,��'x:# �'r ..,�i zf'ut�. r-`�k'.{.�"'�,4r�i' z '" .�"k�" r�'¢,,: ��
c;".a�y�.e �de��vY.�.P�1aSe.�c+�. �� b`��.. .�7'!+ , nq� �t a.��. `�.';�`d�.. � �1� t tt r-: > ti ,;
.�`s'. ,,.s4,;. . e-� x..�'�CFi. ; �^.�G, .:.a �.e�
34. User Acceptance Testing X S
35. End User Training S X
36. Readiness and Operation Assessment S X
37. Migrated data reconciliation X
38. Go Live S X
X=Primary Responsibility S=Assists �
03 Redding Vertex-Schedule A-2-eCIS Hosting Statement of Work Final Page 5 of 20
Configuration and Modeling sessions wiil take place for the following functional requirements areas:
• Customer Care/Cali Center .
• Fieid Services �
• Meter Reading �
• Billing
• Payment Processing
• Collections
• Accounting
• Web Self Service .
• IVR
The sessions may take plae��r���cc�ttsbluff, Bend, Redding, or via remote access. Decision on tocation
will be made jointly k��r�h��fe�rtex and�rty of Redding implementation teams based on resource
availability. City a��fiec�iling wilt provide"��nctional workspace for any sessions taking place at the City
of Redding facil�t�r��;�����
Implementatia�P�'oject Documents
F:::
The following pr��ect documents are considered formal deliverabfes at the end of each of the stages
� of implementatior�: �
• Statement oft�ilo.r�
• Infrastructure Build Sign Off ��' .
?<
• Modeling Sign Off �� � '�
• Functional & Integration T��ng(this is testt��,performed by Vertex) notification of completion
• User Acceptance Testing Signt�ff �
• Go Live Approval Sign Off
City of Redding shall review and within five (5)City t��i�edding workin�t�ays(as defined in Schedule A-5)
of receipt of documents or the scheduled compLet�t�f user testing��t�ier(i)approve or(ii) provide
detailed written expianation why such apprc������nt�s�t be prov�de��c�°respec���such documents or
user testing. Delays in approval wil!be�ha�tfl��thou��t t�+��h��t��°�ontr�l Pr�cedure. �
City of Redding User Acceptance Testing Approval Criteria
The following is the criteria that will be used by the Parties to determine��prpv�t�€��,a��eptance testing.
For Type 1 issues,which are:when no workaround exists, pt�an �ssu��s�btind�in a major system
r.'.,:.
function, impacts a (arge set of accounts or daily processing,���rll�iave a (arge negative effect in a live
environment,these release criteria require resolution prior to sign-off.
For Type 2 issues,which occur when: no workaround or a tedious workaround exists, or an issue is
found in a major system function, impacts a large set of accounts, or impacts weekly processing,or will
have a large negative effect in a five environment, these issues wil!be treated as a secand ►eve!priority,
but require sign off prior to UAT approval.
If a City of Redding action or inaction results in delays for Vertex in resolving Type 1 or Type 2 issues, it
wili be handfed through a change cont�ol process.
03 Redding Vertex-Schedule A-2-eC1S Hosting Statement of Work Final Page 6 of 20
a__�_ _ _ __Trainin�_Responsibilities and_Locations_w ,_v
Vertex will conduct basic eCIS+training for City of Redding's Core Team, at the Bend facility. This class is
a prerequisite for all courses. Vertex will determine the length of time of this class prior to the
commencement of the Implementation Services under this Schedule A-2. If students are not meeting
City of Redding's expected standards, additionai training is available through the change
request process.
Core Team Training-Multiple training sessions to instruct the City of Redding Core Team on eCiS+
system functionality and best practices. Areas covered during this training are:
• eCIS+Navigation Customer Care—common processes perFormed by CSRS: handle customer
inquiries and req��sts fv�'ser"vice
• Customer/Account—add/maintait�,customer and account information
• Premise�jServices—add/maintarr�premises and services information
• ledger�-�Uiew/research ledger i�fi��mation in the UI
Accountit��—New ledger and journal files,distribution code mapping to G/L numbers
� . ,
,
• Service Order Processing—Searching for and processing service orders
• Back Office Vieuv :t3Verview af�ack C3ffice Yiew and navigation
• Meter Reading—Posting actua(�and estimatei�;teads
• Usage Calculation—Usage'ca�lculation as pa�€�f pre-billing process
.. .,�,
• Billing—Automation of bill �tch proces5tr�� � ,
• Exception Processing—Assignment�'r�e�resotut�tii^�o�exce��iiins
• Payments—Process payments in the UI
�-� ;� �
• Credit&Collections- Process credit�C ct������ions in the Ul
• Landlords—Add landlord agreemert�s;��°
• Summary Billing—Add summary billing agreements
Vertex will conduct one five-day instructor training ("Train the Traine�"j�essior�#�tr�City of Redding's
Core Team at a Bend or Scottsbluff facility for up to 8 train�rs. Class�rtl�,��civer information and material
to help in creating training material and exercises, reinforce�GI�+'c+�ncepts and discuss training topics
and presentations. One copy of eCfS+training materials wiH be provided for use and duplication for City
of Redding's end-user training after completion of the course, If students are not meeting City of
Redding's expected standards, City of Redding can acquire additional training through the change
request process.
Vertex will conduct call center CSR training at the Scottsbluff facility as outlined in Schedule A-1. All
other end user training will be the responsibility of City of Redding and will be conducted at a City of
Redding Facifity. Vertex will provide a training lead to assist in the development of training material.
03 Redding Vertex-Schedule A-2 - eCIS Hosting Statement of Work Final Page 7 of 20
Assumptions: .
• Vertex was not provided with a list of required reports;Custom reports are inctuded within an
alloted totai of 3,000 hours for custom development. If additional hours are required for custorn
reports these shall be agreed as set forth below in Section X. The estimated timeline plans for a 16
month implementation with a 2 month stabilization period which is dependent on the adoption of
Vertex best practices and the limiting of custom code to the code identified in this Schedule A-2.
• City of Redding will adapt internal processes to employ Vertex recommended eCIS+ Best Practices.
Should the City of Redding desire to not utilize Vertex recommended best practices,Client shall have
the option to utilize non conforming practices and processes, subject to change controt for schedule
delays, impact to service levels and other changes which would require adjustments
• The assessment was per#t�t�ned over a three day period; and we assume there are areas where
there are still sorr��ut���a��n r�t�t�i�ements. During the implementation if items are identified that
will require add�Yci�Y��customrza�i�i�t,;they wiN be addressed through change control. City of Redding
will provide a t�c��,�ified,full time Pro��+�trManager to manage the City of Redding responsibilities.
• City of Redd��g��ivill provide a dedicat�t��eam and�will integrate their activities with Vertex project
plans.
• City of Red��will provide resources'�i�owledgeabte in the eCIS legacy system.
• Charges do nt��.indude time for changes to existing migration to accommodate conversion of City of
yv
Redding custo�dat�bases ;;,.
• City of Redding wrli be re�pi�nsible�crrg��ing le cy data to a dedicated migration file set in the
�;
requiredtimeframe. ��F,, � �
•. Data conversion will bring forw�r���36 months of fitS�ory.Additional data conversions shall be
addressed through the Change+��ntrol Procedut�:�,:�
��r.
• eCIS+ project start date will occ�rna earlier tt��tr�8 week��fter contract signing.
• Three Months of UAT support is in+���kt�#�,��€��iona�����i€�n ft���JAT will be managed through
change management process. �'� �
• Redding is responsible for the acceptance test���t�f the services iC�rtex will provide a test lead to
assist in the test plan and execution. � �'
:,
11. Meter Data/Usage Rating/Bill CalCiilation � ,a
Overview
Vertex will provide required functionality to support billing electric, w;��,�uyraste�!�f�"r, storrn drain and
solid waste charges for the City of Redding.
Functions
The meter data/usage rating/bill calculation functionality consists of:
A. The ability to perform cycle or event billing,as agreed to by City of Redding.
B. Cancel/re-bili capability
C. Functionality for short-period or manual initiated invoicing.
D. Rate calculation capability consists of:
1. Flat fee customer charges (including City of Redding adjustments, convenience fees,
etc).
2. Cents per unit of ineasure
3. Seasonally adjusted rates
4. Late fee charges
03 Redding Vertex- Schedule A-2- eCIS Hosting Statement of Work Final Page 8 of 20
E. The ability to calculate billing amounts for non-consumption based recurring charges.
_ _�_. _._ ____.F. . The ability to estimate_usa�e.__ ,___._
__ _ _ _� .,... _ � ... _ . _,_ _. .� � . . ,
G. Maintaining adequate controls to provide accurate and timely billing data inputs. Notifying City
of Redding if controls are not working properly.
H, Ability to calculate line item adjustFnent from a prior period.
Responsibility Matrix
. �
..
1. Provide details about ali rates biited by City of Redding X
2. Modeling and configuration of rates provided by City of Redding X
3. Administration and on-gcting;rate configuration X
4. Execute accurate caicUlat�ar�c���customer bills X
5. Initiation and [nanagement of bill�batck�es X
6. Resolution c�f�iit�calculation exceptit��is,. X
7.
Apply one-titr�e and special charges{e:gr, reconnect charge fee,turn-offfee, X
deposit,tert�i[nation fee,discretionary charges)
8. Support of'�ttglish invoice and letter correspondence X
9. Compose bi{len�data into printable format X
III. Tax Calcu(ation � � �
Overview �
The Vertex services utilize a config��`�ble tax applicatta�n to calculate applicable sales and revenue taxes.
Functions
Tax calculation functionality consists of the�ability:
A. To assign correct tax rates to service addr�s��s:.
B. To calcuiate sales, and other relevant(GRT;�t�siness Privileg��Taxes, etc) revenue
taxes accurately
C. Provide support of tax rate maintena�tce
D. To calculate and track sales taxes at the jurisdiction fevet and charge type
E. To exclude specified charges from being taxed
F. To exempt customer accounts from taxes
G. To maintain adequate documentation to support tax exempt sfi��us fc�t'�us�omers that are billed
without taxes
Responsibility Matrix
. �
-..
1. Interpretation of all applicable tax law X
2. Provide details of tax rates and calculations X
3. Acceptance and approval of all tax rates and tax calculation configuration X
4. Administration and on-going tax rate configuration X
5. Assignment of tax rates based on location X
6 Provide reports showing the amount of taxes that are owed to each taxing X
authority
03 Redding Vertex-Schedule A-2-eCIS Hosting Statement of Work Final Page 9 of 20
• � • -.. , .
7. Submitting tax filings and payments to each taxing authority X
8. Provide suppart for multi-jurisdictional taxes and full or partial tax exemptions X
IV. Bill Print&Correspondence Processing and Distribution
Overview
Vertex will provide functionality to support bill print and delivery into the US mail.Vertex will provide
messaging and communication services that integrate with the physicat bill print.
Functions �
The statement and c��"�`es�ondence ftt�t�onality consists of: �
A. Account s��e�rrents
B. Customer��voices
C. Stuffers`�t��! messaging
.
.
-..
1. Provide com�ta�t���r��f��rand sp��t���t�o�i�Hfor statements and invoices X
2. Allow for interna�prir►t�rrg"capab�l�y'to suppt�rt:statement and invoices X
3. Provide administration of bil���ssaging requ�r��ents X
4. Provide administration of irt���ting requiremer���; X
5. Process bill statements and t�tai�ices print � ��� X
6. Sort and mail bill statements,�t��fers artd t��i°ces � = X
7.
Ensure adherence to identified"��►�tt�����C��{iecif������i�s�t�i#`pQstal X
specification standards
8. Report metrics by correspondence type �„ �, X
4
V. Payment Processing = ` �� �
3�� < �: ;
�, .. �
Overview
Vertex will provide functionality to support credit card, remittance, EFT���' �� ����
r�x,ar�it����1t�ft��payments
for the City of Redding.
Functions
The payment processing functions consist of: �r}-
A. Accept, process and apply:
1. Lockbox payments
2. One-Time Credit card payments
3. ACH payments
4. Manual Files
5. Third Party Payments vendors contracted by City of Redding (i.e.Ace,Western Union).
Activation of third party payment vendar will require standard Change Management.
B. Apply daily al(payments received to customer accaunts.
C. Apply partial payments based on default ru(es in eCIS+.
D. Perform daily reconciliation of posted payments to eCIS+with bank depasits.
03 Redding Vertex-Scheduie A-2-eCIS Hosting Statement of Wark Final Page 10 of 20 '
E. Process and report all Not Sufficient Funds (NSF) payments, unidentified payments and payment
. �, _ _,,� .._ ,excer�#ions . : -
-- - _ ,.
._ _
F. Provide notification to customers for all types of returned payments.
G. Maintain adequate controls to ensure accurate and timely cash application.
City of Redding will be responsible for:
A. Establ+shment of inerchant identification for accepting credit card payments.
B. Establishmen#of a settlement bank account for the acceptance of credit card payments.
C. Establishment of a depository bank account for the deposit of all lockbox payments.
. �
-..
Uploading payr�etl��'c►utput fi[e���eC15+ and posting payments on customer X
1' accounts
Processing��a�ym�ents that are receEv+eii with invalid account number or no
2. X
account rt��riber
3.
Handlmg p�yment exceptions for vakt,ich a valid customer account number is X
prov�ded r
4. Create exe�y�fi�ons for payments in file that cannot be posted to eC15+ X
5. Processing�or���-t�rne c��dii card payr�te;nt��;�; X
6. Processing of rec�rrtr[g-:ACH(ba�&t�raft� p�yi'�ents X
� 7. Provide contacts and require�i���fts for preferred��ank account arrangements X
8. Establish all merchant id, settl��nent and depasi�€��bank accounts X -
9 File all papen�vork&acquire ceitifications fo�:�c�eptance of credit card X
payments
VI. Collection and Dunning Management
Overview
Vertex eC15+will support management of pa��t�ue Citi}�of Redding�r�counts r`eceivable amounts in
accordance with the collections policy and processes �Th�s��nsisfs of the �t�ttagement of Dunning
f.�� ��
;.
schedules,the initiation of collection events daily/weekly/monthly(as ret�Uired)aging of past due
accounts and coordinating with City of Redding's selected collection ag���i�s.
Functions
Collection and dunning management functions consist of: `
A. Generation of past due notices
B. Work request items for manua)activities
C. Generation of d'+sconnect and reconnect orders
D. Creation of write-off transactions
E. Assignment to third party collection agency
Respansibility Matrix �
,
� • -.,
1. Design and communicate credit policies for application by the supplier X
2. Design and define the rules for referrals of accounts to the third party collection X
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 11 of 20
.
� -.. ,
agency
Assignment of delinquent accounts to 3rd party collection agencies in X
3' accordance to the defined dunning scheduie(s)
Management of account data placed at 3`d party agency including the
4. communication of account data or balance changes&the acceptance of X
payment files from the 3�d party
5.
Model and configure autometed collection process including notices, late fees X
and disconnection
6. Define the palicies and rules for customer disconnection X
7. Input configuration tc���p�pt�rr��t�d debt write off X
8. Establish disputefr"��klr�g�antl��i�t disputed charges from collections activity X
9. Initiation of co�l��ivn batches to p'i�ci��ce delinquent notices or late fees X
10.
Processmg o��isconnect notices to cust�mers with past-due balances based on X
City of Redt���cotlection rules
11. Monitor Cr�t�f Redding's receivable�s rt,��"� X
12. Provision of�io�thly aging calculation and view of aged receivables by account X
13. Manage 3�d�j�y�rcollection agency relationship and performance X
VII. Reporting
Overview
Vertex will provide City of Redding��ess to the ide�iti�"ied cu�s��►� and Vertex standard reports through
the Nexus Report Portal. City of Redt��r��r�q�a��^�d Ft�lder str�i���,�nd security wifl be determined
during the implementation phase ofthe�pr�rj�:�����
See Attachment 1 to this schedule for complete I�st����CIS+standard reports.
Responsibility Matrix �.,,����
.
� -.. -
1. Deftne portal configuration ti"�� X
2. Design and developrnent of custom reports �15 X
3. Provide requested user mapping standard and custom reports la���tfic���"rtex X 5
for creation of folder structure
� VIII. Accounting and General Ledger
Overview
Vertex will provide functionality that will accumulate City of Redding customers'financial data and
communicate that information to City of Redding for inclusion in their accounting systems. This consists
of revenue billed by type,cash colfected, billing adjustments,taxes billed and collected, and outstanding
batances by customer and service point. -
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 12 of 20
Functions
�. . �_ __Tk��ac��untin�and general led�er functions_consist_of providing data in accordance with the detail ,
_ -- _,, _ _._ _..__ ,,,., .
required to assist City of Redding in meeting its monthly reporting and control requirements.
This includes:
A. Provide City of Redding general ledger detail through Vertex standard financial and control
reports.
B. Tax reporting.
C. Provide data required to support financial and regulatory audits.
Responsibility Matrix
.
.
•-•.
1. Provide summarizet�and deta`r1��L output file X
Provide list of tr�r�`saction types requiring City of Redding GL account X
2.
assignment -
Provide sp��if[c City of Redding ledger��ccount numbers to which various types X
3' of charges���e assigned
Assign GL�cides to individual A/R line items in accordance to City of Redding X
`�' provided G�rilles
5. Provide mapping i�eto Gity c�f Redding accou�tting systems X
Provide calendar af�iays;iFia�t data��s"r►�ee�decl�tt��nsure timely and accurate X
6. ��� � �; ��:.
month end close
Provide calendarized revenue r�ports in accordan�e with agreed to month end X
7.
close timelines �
IX. Customer Self Service
Overview
Vertex will provide customer self service capak�xf�ty-�c�r'`:existing City of�Redding customers through the
following channels:
A. !VR(Integrated voice response)
B. Web
Functions ' �
Functionality available through the IVR consists of:
A. English and Spanish voice recordings
B. Service request main menu and sub-menu options
C. Call routing to appropriate work queue based on menu option
D. Account look-up and access authentication
E. Bitiing account batance pfayback
F. Account status evaluation for sub-menu routing
G. Billing and payment history playback including last statement amount and date, last payment
amount and date, next payment due amount and date
H. Payment by phone including bank account and credit card
I. High cal!volume and outage recording and playback
1, Dynamic messaging recording and playback for items including outage,turn-on and delinquency
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 13 of 20
Functionality availabie through the web site consists of:
A. Account registration, sign-in,forgot password .
B. Branding of City of Redding specific logos and colors
C. Account access validation
D, Ability to link multiple accounts to one on-line user
E. Abitity to view customer account information
F. Ability to view billing account balance summary
G. Ability to view representation of invoice details
H. Ability to pay invoice via one-time credit card or ACH
I. Ability to enro!!in recurring payment (credit card or ACH)—if available through the City of
Redding's payment vendor
J. Ability to view serv�c�1��el.usage history
K. Ability to send�ti��tl tti�us�cirner care center
L. Ability to daspia�r City of Reddrn��rovided FAQ information �
Respansibility NF��rix � .,,
� • -.. •
1 Selection of a���lable IVR r��nu optians ,_, . X
2 Definition of IVR��i�uancl.i�iessag��ct'ipt5 X
�-
3 Selection of voice talent for recc��t��rrg ;, X
4 Configuration of inenu/messa���i��scripts and uj�l�ding of voice recording X
� 5 Web services to facilitate IVR ai�count validat�or�,;�alance and payment X
functionality �
6 Approval of call flows and record���� ���;ti, ,�,. X
7 Provision of customer branding for�w�f��s��tfservi�� �° X
8 Configuration of web site with City of Reddmg����i'�tling X
9 Web services to facilitate web self service a�c.�a��t validation, b�i�n'ce an�i X
payment functionality
10 Provision of FAQ information for dispi���n web�� � ���� X
. v:, �,
11 3rd party payment vendor management � X
12 City of Redding corporate web site link to self service site 'z,� j��',,
13 Hasting and management of self service web site X
�.:,4�
X. Interfaces and Custom
Overview
During the Model phase of the implementation any City of Redding specific programs or processes
wiH be identified and documented. Once the requirements have been gathered and a high level design
created the City of Redding will be responsible for approving the custom or interface
documented design.
Up to thirty months after the Effective Date,and in a proportional manner,Vertex will provide and track
up to 3,000 hours of analysis,development,testing and implementation of City of Redding requested
custom development and reports under this Schedule A-2. Use of the 3,000 hours will be implemented
� 03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 14 of 20
through the change control process.Additional custom development and reports beyond the 3,000
_ _.�,. . _. _.hc��ars,�nrl1�_�r�ec��uir� use of,the ck��nge cn�trol_process, Pr.oposal�an�i analysis of custom.work will follow
_ . _. __ ,
the change control process. Vertex will provide the resource to analyze and document 6 proposals a
year. After the sixth proposal,the effort to create a response to a custom request will be included in the
3,000 hour allotment.
The following custom programs and interfaces have been identified base pricing exclusive of the 3000
hours noted above.
Custom
A. Net Metering/Solar
B. Lifeline
C. Back Flow
D. Credit card er�try and interface ti�f of payment screens
E. Specia) EConomic Development Rates
F. Bad Debt and Bankruptcy
G. Credit E�i��bility Screen
H. Property F�ath
Reports
City of Redding wil!iden�ify�necessary�usf�om repir�ts d,uring the modeling phase of the implementation.
Requirements will be gathered and tF�e City of Reddirtg�ivill be responsible for approving design.
Interfaces
Vertex will provide up to an additiona�,�t�C��hour�t�f�analysis�d�v���c�pment, testing and implementation
of City of Redding interfaces to address nev�r�or more corr�plex interfa+���. Any additional interfaces
beyond the 500 hours will require a change request,��s;itlentify the adc�ional work effort in accordance
with the change control process.
The foilowing interfaces are included in th�Eiase Hos�i�t�Secvices�l�riplemert��tion Fees set forth in
Schedule A-4 exclusive of the 500 hours noted above:
A. Financial
a. Accounts Payable
b. General Ledger
B. Meter Read upload and download
C. Remittance
D. Compuweigh
E. Credit Card
F. eBox
G. UACH
H. IVR
I. Collection Agency -
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 15 of 20
XI. Ongoing Product Release Strategy and Responsibilities
Yearly product roadmap wili be published with the defined release dates and functionality included.
. Discussions with City of Redding regarding implementation and timeline will occur for each of the
releases. City of Redding will be responsible for the cost of new major release implementation,
migration,training and testing for each of the releases. Vertex and City of Redding wiit jointly agree to
the timeline for each of the upgrades; however the city of Redding must remain within one level of
major release currency. e.g. 3.1 to 3.2 is a minor release, 3.0 to 4.0 is a major release
XII. Hosted Environment
Overview
Vertex will provide a ho�,t�d�T�s1�t��"o�ment in support of the eCIS+ platform and associated call center
services during the�e�`�'#+�tiie Agr�e��t This IT Infrastructure Management� Maintenance, and
Support, consists�}a�'�''viding minor en�a��t�ements within the IT Infrastructure environment and
application man���ment, maintenance att��upport.
Functions
Functions cons�sts.of all routine tasks reasonably needed to make the IT infrastructure and application
components r�n aa�i.esigned and intended, consistent with their respective speci�cations and
performance stanc�ar�i� T;hes�rt�utine tasl�s�c��sist of the following:
A. Provide overall se�rver and o�e�'ating systemr�r��port and management. This consists of setup of
��� Y
monitoring processes, patGh trianagement,s��m interface management,software release and �
licensing management, in��t�tory managem��'�y�and technical architecture documentation
maintenance.
B. Provide the management,car�f�ur���1�#sefup, da��a:�l�c��t�nn, management of read/write
performance, and monitoring o�d'i5�t��a�a storage�u`bsyster�s �"Backup/Recovery Management
and Media Management"consists ofthe ar,����es necessary�o.�ackup data on a regularand
routine basis, retain backup copies for t(����t��iisite time and�t`range,for and store the physica(
media containing the backup data offs��� �� � � r''� �
F
C. Perform all tasks associated with th�t�rtplem���at�on,c��t�c�trig admt��stration,and management
of appropriate monitoring toofs to pr�avide ongattt��iu��l�6ility and.�e`rformance of the IT
infrastructure.
D. Provide the installation, maintenance, upgrade and monitormg�fflBMS,��ft�ta�'e��i�nd instances.
It also includes database administration in support of appticat�t�t��t�2trr�� ,t�includes
maintenance and support of software tools used tc���pport;���d���base environments.
E. Provide security services consisting ofvulnerab�lity����g�iC��nt,device level security, and
security software administration.
F. Provide ongoing application maintenance and enhancements which consist of the application of
patch releases, corrective and preventative maintenance, and minor enhancements to improve
the functionality and performance of the system. For purposes of clarity, City of Redding-
specific enhancement and functionally requests will be subject to Change Control.
System Recovery
Vertex provides a mirrored solution where production data is replicated near real time to a secondary
server. Through the use of journaling data is copied as transactions are saved to the production data
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 16 of 20
base. Recovery Point is identified using commitment control which allows the system to be rolled back
to the last compiete transaction reducing the risk of data loss or corruption.
In the event of an outage vertex can complete a roll swap where the backup system becomes the
production system. This process takes less than 4 hours once a decision to roll swap is made. The risk of
data loss is dependent upon the latency between the primary and secondary seryers. In most cases the
latency is less than 8 hours.
Vertex will work with City of Redding to adopt mutually agreed upon security policies and procedures
which meet City of Redding's current guidelines.
External City of Redding Impa�c�,�ng,�ncidents/Service Requests Table
..
� . .. r- . ... -.
. .
Priority 1 (P1) Emergency: 30 Minute Response 30 Minutes
� � Critical operation or,�ct�iction of 24 Hour Resolution
�.�� the system has be�t��t��lted. �
° City of Redding and/or Vertex
personnel who provide
��� b��iness pdrocess suppo���
exp�ri�nce a system!ta(t,whic�;,
has a Critical imp�i�on City of`
�, �
Redding's busin�ss operations � ��=, ..
or the provisi��i�of business
� process suppdrtb�y Vertex
Priority 2 (P2) Critical; 1 F�Ou�'R�SpDnse 24 Hours
Daily operation of th�system ��usiness Day,
can continue, but some ��tesolution
significant component has b�?��rt���
halted. The Application,is�t+�t'�`,� >� �
r ,
functioning as defined "Ftt+��
system operates and processing
can continue, but is severely
� restricted.
Priority 3 (P3) Restricted: 4 Hour Response��� �� �1Nhen work starts
All Critical components of daily 8 B��iness D�y `` and upon
operation are functioning.City ResEtlt���+�i����'�' ��� completion
of Redding and End Users can
use the Application with some
restrictions of function. These
restrictions do not have a
Critical impact on City of
Redding's business operations.
A workaround as resolution
may be available.
Priority 4 (P4) Not Urgent: 24 Hour Response When work starts
The issue or request is not 15 Business Day and upon
03 Redding Vertex-Schedule A-2-eCIS Hosting Statement of Work Final Page 17 of 20
..
• . �. �- . ... -.
. .
critical to daily operations. Resolution completion
The issue causes minor or no
impact to City of Redding and
End Users. Problems have
been bypassed.
Business Day is defined in Schedule A-5
.
.
-..
� �w � .
Hosted IT infr�istt'�tcture Marr� ��ent=
�
Maintain sa�vua�=e configuration;��i�bleshoot and support 5erver OS, utility
and base s�rvices software for curre�i�, new and replacement servers X
1' accord�n�tt�reasonable standardsf�illowing the Change Management �
process
2 Maintair��[�I support 5erver 05, utility and base services software X
component��{e,g. patches,and software upgrades). �
ApplyServersy�t�r��n�l��curit�r,������sar�d other changes and updates per
3. vendor and City ofF�ei��fing specif��tions and�usiness need following the X
Change Management process "����
4. Provide and implement mottr�o�ring processes�t�l/or tools. � X
B�ackup Recovery and Mana `"ment� � � y ,�v� � �� � �
�;..,
5. Schedule, perform and monit�zr„backups��!�e�ned �n�+��a��,: X
6. Coordinate off-site storage functia�t������arizat►��ftst�,��`+t�its,,;etc.). X
Performance and Capacity Management
7. Maintain capaeity plan based on requirern������.g. users, new��ps.etc.). X
8. Perform system performance tunmg X
Notify Enterprise Stakeholders of Platt��d and�3�planne�€�t��ages p��� �� X
9' procedure.
� � Sesurity Services � � "�� � ° -
.�r�,
10. Approve security administration requests, consists of new users,���ete users� X
changes in privileges, etc. ` =
Application Maintenance
� ,�.,
Resolving abnormal terminations and correcting errr�t�t����'u��id�data
11. consists of rescuing production systems and performing��Uch�functions as are X
necessary to reinstate service to the business(e.g., re-running jobs}.
12. Performing permanent"fixes"so that problems do not recur. X
Correcting application defects or problems that require application code or
13. operational modifications and tracking and retaining responsibitity for each X
issue until it is resolved.
14, Monitoring patches and fixes for appl'tcations,as issued by third-party X
vendors.
15. Managing, maintaining, supporting and coordinating interfaces to/from X
applications.
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 18 of 20
. �
•..
Nefwork Nlanagement
16. Provide 24x7x365 monitoring of all circuits. X
Provide notification of service interruption to designated City of Redding X
17.
. representative.
Xllt. Service Management
Overview
"Service Management" is the function of sourcing, managing and integrating service delivery across the
combined City of Reddi�g�n�°'t7`�rt��c`teams. Vertex will provide a City of Redding Executive to work
with the City of Redding counterpart ta rnanage the work effort of the combined Vertex a nd City of
Redding Support T�am.
Functions ���'.���� �����'
The functions+�f Service Management cansist of:
A. Initiatirig���onducting quarterly meetings to review the budget and plan for the remainder of
the fiscafyeac
B. Initiating/cont��,icttng E3"pe�atians 5t�pport�`eam meetings
C. Conducting periodic service p�r`fi�rmance r�view meetings
Responsibility Matrix
.
� . .
1. Serving as the central point of con��ct;�'or'all serusCe de�ivery i�lated issues S X
2. Coordinating individual delivery activities X
Incorporating Change Management and C�t�n�'tEi�nications Mar��gement S X
3' processes to effectively manage the serv�+c�:t���ivery
Performing project management for p�going t��velopme�it�ttr servic��,��-� S X
4' delivery initiatives
5. Periodically monitor delivery and project progress based on major�ilestones X
6 Periodically meet with business unit management, delivery martagers an�i �� �S X
project managers to review findings and recommendations
7. Approving business cases required for new projects.: X �
�����.`_.�.�p�V���g e�t71�„tl�'�1�1��It����` 8.� �� ;�� � �,.k �`
.
; a
�� ..,� �a.�s.��s��
8. Timely service delivery information (SLA's, Status Reports, etc.) X
Determining the information and communications needs of the stakeholders
9. (e.g.,who needs what information,when will they need it, and how will it be S X
given to them)
� o' �i� an�ge,,.�e�'�h�� �o �si �. � _�
�o�
�a"�a,�. ±^�.� �m- x :.�a, �,
10. Identifying, analyzing, and responding to risks S X
11. Tracking identified risks, identifying new risks,execute risk mitigation plans X
����,� °,���,vadi�,�.��,� �c�'��u�e�I.�R�e�.=���,�!.�� °�$��� �� <a ��-:,�., ��
03 Redding Vertex-Schedule A-2-eCIS Hosting Statement of Work Final Page 19 of 20
� •-.. •
I 12 Producing reports required to confirm performance with respect to the X �
Service Levels
13. Providing management i�formation and recommendations for service X
improveme�t
14. Timely document appraval within signoff period required X
�„'
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 20 of 20
_ , _ _ _
Attachment 1 to Schedule A-2
Reports
To The
Outsourting Agreement
By And Setween
� Orcom Solcitfons LLC
Ancf
`C�ty of Reddirtig
The following tabte outlines the inventory of reports available in eCIS+:
A/P Interface Report City Sales Tax by County
Account Contract Master Collection Batch Exception Detail Report
Account with Terms Report Collection Batch Exception Summary
Accounts with Contract Balances by Account# Collection Batch Late Charge Report
Accounts with Contract Balances by Code Collection Special Handing Report
Accounts with Credit Balances Report Collections Notice Report
Accts with Credit Balances Rpt Commercial Taxable Accounts Report ,
Additional Usage Information- Report Commercial Taxable Accounts Report
Additional Usage Information -Repo�t Common fnterface File Exception Report
Aging Report Contract Balances Listing by Account
Aging Summary Total Page Contract Balances Listing by Fixed Charge Code
Allowable Installation Configura�is����I�' Contract Batch List
Allowable Installation Exce�ttc�i�ft�eport County Sales Tax by County
Bill Image (Plain Paper) Create 95.01 style G/L interface file (cash)
Billing Exception Repor� Create 95,01 style G/L interface file (sales)
Billing Exception Report �Agency Payments Create Test Report
Billing Exception Report �I�sed with Readings Credit Balance Refund Print �
Billing Exception Report Gro�p B�ll To�a�s Credit Refund Print
Billing Exception Report- High/'Gcz�i 13���+�w �u„stomer Alpha List by Name
Biiling Exception Rpt.-Zero Current Readf Es��t�i�'e y C`�omer Alpha List by Service Address
Billing Report(Auto Write Offs) C����merAlpha/Service Location Listings
Biliing Report(Bad Debt Adjustments) ���osit Def.�il History Report
Billing Statement �e�posit�.i�
Budget Exception Report ri,_ � �jDept�����fun��.t��,r
�.
Budget List R��c3sits by Aeco�t�-Report
�� ,��
Calculate Customer Credit Ratings �osits by Depo���?�ode-Report
` ) n iti
Capita)Credit Balance Report a ��'rTransfer L�s����`
CAPP Detail Repo�t-Equipment En���g���t���e Balar���s Listing by Account
CAPP Program Detail Summary Fee Entry��.ist
����;�:'
:;.
CAPP Special Pricing Report File Dictionary Technt���/Conv�rstort�f�cument
Cash Receipt Print Fixed Charge BiNed��st t�y�c�ttn����� �
Cash Receipt Print (Exception Report) Fixed Ch�r�ge Bi11e+�����.by�Charge Code �
Cash Receipt Print (Narrow Printer) Fixed Ch��+�;�j��t��List by Revenue Code
Charge Off List Fixed Charge Unbilled List by Account
Check Endorsement Fixed Charge Unbilled List by Revenue Code
CIS-Current Terms Account Report Fixed Charges Bi11ed (By Account)
CIS- Reminder Notice Print Program Fixed Charges Billed (By Charge Code)
CIS-Trouble Card Print Fixed Charges Billed (By Revenue Code)
City Sales Tax by City Fixed Charges Unbilled (By Account)
Franchise Tax Exemption Report Print Billing Post Report 1
G/L Interface Report Print Billing Totals Report
G/L Interface Summary Report Print Billing Totals Repart(cancel/rebills)
04 Redding Vertex—Schedule A-2—Attachment 1 Reports Final Page 2 of 3
G/L Validation Report Print Billing Totals Report (contracts billed)
History Purge Batch Listing Print Billing Totals Report(EFT billings)
History Purge Post Listing Print Broken Payment Terms Report
Initial Dollars and Volume Billed Report Print Cash Posting to Bad Debt Accounts
,.. ��iS��;i�'�i�is;w'��a"��E's'���`�zr3Sni. . --_ , _ p€'t:lt r���? ��5�!?������� �����GG��. �?+�A��n�+�. ,
Instrument Transformer Configuration File Print Cash Receipts Edit
Ledger Report Print Cash Receipts Edit-Closed Accounts
Letter Print Program Print Cash Receipts Journal
Meter Data Interrelated Control File Print Customer Balances Report
Meter History Report Print Customers Out of Bafance Report
Meter Read Edit Print Deposit Balancing Report
Meter Read Post Listing Print Deposit Out of Balance Report
Meter Read Worksheets Print Errors Only Cash Edit
Misc. Charge Billed List by A��c�unt� Print Final Cash Receipts Edit
Misc.Charge Billed List by.DoCument ID Print Fina)Cash Receipts Edit-Closed Accounts
Misc.Charge Billed List��Ftevenue Code Print Final Cash Receipts Edit- Errors Only
Misc. Charge Unbilled E.is�by Account Print Final Cash Receipts Edit-Totals Only
Misc. Charge Unbilled L�sfiby Document ID Print G/L Validation Report
Misc.Charge Unbilled List by Revenue CQde Print Pending S/O Listing
Misc.Charges Billed (By Accout�t} : ' �R�int Premises which are open for account
Misc. Charges Billed (By Document 1D)� Prx�t Program/Path/Language Maintenance �
Misc.Charges Billed (By Revenue Code) Pr��t Sales Journal
Misc. Charges Unbilled (By Account) Pi'��itfStatistics Report* by Cls/Utl/Sch (detail)
Misc.Charges Unbilled (By Document ID) P'rtnt Stattst�cs F3pt * by CIs/Utl/Sch (summary)
Misc. Charges Unbifled (By Revenue Code) °•'� Print S��is�ics"€t�pCict * by Dates (detail)
Notice Letter List P�'tr��Statistics Rept�rt* by Dates(summary)
Pending S/O Listing �"r'trit Statistics Re�t€�I��* counts(detail)
Print Account A/R Balances -����PCi�t Statistics.��p+�� * caunts (summary)
Print Account Balances Report � Pnr����,�t�s#�c�-�Fteport *.rv�c�utl totals (detail)
Print Account Out of Balance Report Print Statistics Report*i�itC�utl totals(summary)
Print Aging Print Statistics Report*tax tota�s�t���ailj
� Print Billed Fixed Charges Print Statistics Rept�t't�ta�tt�tt2it��(summary) �
Print Statistics Report* utility totals(detail) Revenue Tcansfe�'�#�t�t���Report �
Print Statistics Report * utility totals (summary) Revenue'FrarEs�er�Ftate Schedule Report
Print Statistics Report* utlty period (detail) Sales Tax by State Report
Print Statistics Report * utlty period (summary) Sales Tax Exemption by State
Print Totals Only Cash Edit State Sales Tax Report
Purged service orders summary(isting Summary Group Billing Report
Rate Schedule- Print Tax by State & County Sales
Rate Studies Prelimrnary File Print Tax Exemption By State/County/City Report.
Rate Studies Summary File Print Tax Report by State &County
04 Redding Vertex—Schedule A-2—Attachment 1 Reports Final - Page 3 of 3
,
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Schedule A-4
Pricing
To �'�e
Mas�t�r� 5+�r�rices ���°���t+�nt
By and ���ureen
3;
Orco�ir��r��ations Lt��
Ant�
City of Redding
1. Fees
___�_ _ . �_ _.�_...
(a)�i'he Ci�y:,�,f ��a�i�g °si��i6 ��� �� �'�rr�x fr�e irr�pi��E��afi��sr�°F�e� ��i �a���i �� ��r��a�: � �-�3
according to the payment criteria and other provisions of this Agreement.
(b) For each calendar month, Vertex shall invoice, and The City of Redding shall pay to Vertex the ,
Monthly Fees set forth in Schedule A-4 according to the payment criteria and other provisions of
this Agreement. The recurring monthly Fees consist of Call Center, Hosting, Pass-thru and MPLS
Fees.
(c) Vertex shall invoice, and The City of Redding shall pay to Vertex the applicable Pass-Through
Expenses set forth in Schedule A-4 according to the payment criteria and other provisions of this
Agreement "Pass-Through Expenses" shall mean approved expenses that are paid and
administered by '�ertex,`�ttd, passed through to The City of Redding at actual cost on
Vertex's invoice:
� (d) Project Rates shall be invoiced by Vertex and paid by The City of Redding in accordance with the
applica6le effort performed un�#er the project rates. Such project rates will be separately
charget�=�i�ru specific approved chatlge orders.
(e) Price is based on combined eCIS+ hosting and calf center services, as defined in Schedu{e A-4,
being performed by Vertex.
(f) Pricing is bas�d�:c�in;vc�{urnes (Prt�dttctiu��Hours and Minimum Number of Active Accounts)
provided during��ciue diligenc�:�,���f volum��s:�luctuate from those baselines the change control
process will be utilized.
(g) Unless otherwise specificalty=agreed, beginrtirig,on the first anniversary of the Effective Date,
� �; .,
Vertex will increase the Fe����� an annua�k►a��is with.eff�ct from each anniversary of the
Effective Date as follows:
• In respect of the Hosting Sertiii�e��Montl�fy��e�e set fc�rtti below such fees shall increase by
three (3) percent on each anniversa�y,��i�nd
� � - �.
• For all other Fees and rate cardsth��ik�crease shall ut�tize the �ercentage increase in the
Consumer Price Index for All�..�tb2€n�or�sumers pu,b�ist►ed by th��Bureau of Labor
Statistics(the "Index") in tk�e�pKreced�ing twelve�12}tfionth p�riod ("Indexation"). The
� applicable increase shall be�aleulated oe���t�latest availabt+�:figure for the percentage
increase in the lndex at the beginning of the last month ofthe previous twelve months �
immediately prior to the applicable anniversary. Notwi��istandi[�gt�ae:foregoing,the
� annual Indexation applied to the Fees shall not exceed�%.'Jt�arty�given year.
2. Form of Invoice
lnvoices furnished by Vertex shall be provided in a forrriat to be agreed upon by the parties,
acting reasonably.
3. Productive Hours and Accounts �
a) Definition of Productive Hour: Time that an agent is logged in and available to take calls.
b) Number of Active Accounts, including final bills that are eligible to receive a bifi.
06 Redding Vertex—Schedule A-4-Pricing Final Page 2 of 5
4. Implementation Charges
(a) The "Implementation Fees", which are those charges associated with the implementation,
including Vertex's travel and living expenses associated with such implementation activities.
(b) Payment of the Implementation Fees shall be tied to the Milestones, as provided in Schedule A-
4 Pricing.
5. Pass-Through Expenses
(a) It is acknowledged by the parties that Vertex will incur certain expenses while performing the
5ervices which will be paid and administered by Vertex and which will be passed through to the
City of Redding at actual cost on Vertex's invoices. For clarity, the set up and ongoing costs
associated wrth irn�l��rt��ttat�on, maintenance and management of MPLS are not included in the
Pass-Through��t�i�t�ses"�nd�r��set forth in the Pricing Tables.
Pass-Through�xp�nses are identified�td listed below:
• For�t�t�language translation��t�rices
� • Po���e and shipping charg�s � � �
• Lon�t�istance and other teleph�ony charges
• Misce��r�eous implementation charges, if any
• Equipr��t�t Charges�furing Im�k��'+��tation for cost of connectivity
• Monthly/A�t�uaT fi�s for cti�t c�f con���i�rity
r, ,
• Imp(ementation and on�c�r�'ig operation��r�vel and living expenses
(b) Additions or deletions ta Pass-Through E�t�enses shall be addressed through the Change
Control Process. �
06 Redding Vertex—Schedule A-4-Pricing Finaf Page 3 of 5
PRICING TABLES
_ ____ __ __,Durin�the Initial Term, The City of Redding shall pay Vertex for the Services in accordance with the
�w _.�M� _ _ . _. � _ :
_ _. . ,. .
following pricing tables and sections. Third party vendor pricing will be subject to updates following the
Initial Term.
Phase 1 Call Center Implementation Fees shall be payable as follows:
�
���r�k �„� �� ���Nlilestone �>����:��'�, ,�`����`,�►mtiu
,i�4:i'u�'���. -�:fintti,�d..., _L, ,..m r„�..3sn.�,.,�''ia�.��`�'. � �,.«:.��-trax���.'...�'
At Contract Signature $50,000
Go-Live Sign Off $50,623
Total $100,623
VPN Connectivity $4,000
3 MB MPLS Conn��tivity set up $40,171 �
Phase 2 Call Ceri#er Implementation Fees shall be payable as follows:
K�, �.� �rilM�lestone F '��"��;`����s����� �Atarra�t�r�tz ,
Training Desigrt1Complete � $10,000
Go-Live Sign Off $31,403
� Total �`���`,� $41,403
Hosting Services Implementation Fei��ha1!„be��'y�`able aszfolto'u�s.�>�,
T
�„�sR.� ���fi1�4St�fle� � � � �4' �e� �zs���'? ����,�a �' �� sr'„�'���'lU�►1�'�� ,"°:
` ` ,
,�.� _n_ _r.� "� �, ,�=�.�.. �Y. ..R..M.k.. ,�..,
.„ ..�.�n 4 ,.. . ,..�.�. . . . .� . .,.- ..-�,..x , . . ,. . _
Contract Signing Signed Contract $500,OQQ
Initiation Statement of,Ut�c�rk C3el,ivered ` $263,118
Foundation Infrastruct��'es8uild Cc�r�plet� �� �-�� 263,118
Model Modeling Complete $564,353
Build Functional & Integration Testing $689,353
Complete
Deploy UAT Complete �.��-���$3�75,000
Go-Live Sign Off Go Live Approval $337,963
Total $ 2,992,905
Call Center Monthly Feer.
For the Call Center monthly Fees set forth in Schedule A-1,the City of Redding shall pay Vertex:
Year one- Productive Hour(PPH) Rate $ 51.84 per month
Year Two and after- PPH of$51.84 plus Indexation per month
Average Productive Hours per Month 860
Averege Monthly labor charges year 1 $44,567
The Call Center Monthly labor charges will be based on the Productive Hours required to obtain the
specified levels of service pursuant to this contract. Based on the historical cali volumes provided by
06 Redding Vertex—Schedule A-4-Pricing Final Page 4 of 5
Client, it is estimated the average monthly caii center recurring labor charges will be approximately
$44,567 per month in the first year as demonstrated below. Excepting the first three months after"go
live" and on the assumption that call volumes during the Term do not exceed the historical call volumes
provided by the Client,the monthly recurring labor charges shall not exceed $57,000 per month plus
annual indexation unless agreed by the parties through the change control process. {n the first three
months after"go live"the maximum monthly call center recurring labor charges shall not exceed
$65,000 per month.
Hosting Service Monthly Fee:
For the Services set forth in Schedule A-2,the City of Redding shall pay Vertex$0.91 per Active Account
per month subject to a minimum monthly amount calculated based on 55,000 Active Accounts.This Fee
is subject to lndexat�on. ,�,:v
Minimum Number,°;��ive�Accounts 55,000
Account Fee per�icirith $0.91
Minimum MontF�(y'=Hosting Fee $ 50,050
MPLS Monthly F'�e,Q
City of Redding shallpay:Uertex$3,700 per rnontt�for MPLS connectivity.This Fee is exclusive ofthe
minimum monthly hostin�fee �
For 2013 ECIS License Only:
City of Redding shal) pay Vertex a IrC�ttse fee for Ch�'�tt�al yea�'Df;�CIS as follows:
x
E-Cl5 5.1.9 Fina!Year License � ��:��,587 �
Vertex's year 1 Project Rate Card as of the Ef���#tV�G��,ate:
x S �.r ���" � �
�� � ��.����Pa�rt�on ,° R��`� .
- . .._ ���„�.,� ,� .wr
Project Manager $175
;,:;
Programmer $175
Business Analyst $150
Tester $125
Documenter $100
Trainer(CIS) $100
CSR Training $38
These project rate card rates wil! be separately charged from the recurring monthly Fees, and shall be as
set forth in an approved change order.
06 Redding Vertex—Schedule A-4-Pricing Final Page 5 of 5 ,
Schedule A-5
Hours of Operation
� To The
Mas�er Services Agreement
8y and Between
� Orcom Satutions LLC
� an�# '
C�ty c�f Reddin�
�
�
Hours of Operations for the Services provided under Schedules A-1 and A-2 shall be each Business
Day. For the purposes of this Schedule a Business Day is a Monday through Friday, 8:00 am-5:00
pm PT that City of Redding is open to the public,c{osed ail major holidays observed by City of
Redding.
City Hal)Cfosures- Beginning July 1, 2011, all departments at City Hall,777 Cypress Avenue,will be
closed to the public on atternatfng Fridays.As a result of`Furlough Friday's'the Vertex Call Center
will also be closed on these days.
The City of Redding is closed 9% days per year in recognition of"fixed" Holidays:January 1st(New
Years Day), Martin Luther King Jr. Day(3rd Monday in January), President's Day(3rd Monday in
� February), Memorial Qay�Iast Monday in May),July 4th (Independence Day), Labor Day(1st Monday
in September),Tha��s�iv"'tilg#���t���> (last Thursday in November), Friday after Thanksgiving,
December 2��h��1ose @ noon),��}}�c�,mber 25th (Christmas Day) �
..:r:
*"Fixed" Hd��ays that fall on a Satur��iy or Sunday would be observed on the preceding Friday or
r.� �
following tU}�nday �-�
City of Reddi�will confirm annually fixed" Holidays schedule.
,:�
4
03 Redding Vertex-Schedule A-5-Hours of Operation Finat Page 2 of 2
Sthedule B
Governance Sthedule
�'q,The
Ag�'+�ement
, B��nd E�e�we�n ,
Ortort�:�olutions LL�
' ��a
The City Of Redding �� �
All capitalized terms used in this Schedule and not defined herein shaVl have the meanings ascribed to them
in the Agreement.
1 Governance Purpose
The purpose of this Schedule is to establish and maintain the formal processes for managing the City of
Redding/Vertex relationship under the Agreement,facilitate the continued alignment of the interests,
and provide that the relationship is maintained at the applicable level within each organization.
To further such purpose,this Schedule establishes an agreed upon governance operating model with
two major components. The operating model includes:
■ Committee struct�tres and protocols
■ Governa�t;�;r��+�5anc!r�,��aonsibiiities
1.1 Objectives(�f�t�ie�rnance
The ob�e�t��s�of these Governance F't�+�cedures are to:
■ Prg�±ide a set of guidelines,t�iteraction models, roles and responsibi{ities, accountabilities,
art�p�'ocesses for the management of the relationship between the City and Vertex,and the
per€t%3i�'�ance of their respective obligations under the Agreement.
■ Provitl��ha��re���siless of a![��ng��throughout the Term,the parties remain aligned on
the realizatiat��i�the bu��irtess"�enefl�t��cpected from entering the Agreement;
■ Provide that issues or��eptians arisin�ti�connection with the performance of the Services
are effectively and efficiently resolvedf���i
■ Provide for centraliz�t�overnance o���%��`Agreerr�ent so that all governance issues between
the parties are deatt w���t in accar�ia�t��w�th�l���rocedures described herein.
ti�
2 Governance Operating Model
4 t
t'�
1.2 Committee Structures and Protocols
u,
The Governance Committee structur����nd prot���{���'���mmariz��3�n�the table below
<£
• � . - -. � ..
Executive Executive sponsors Annualty PrQW����������`��p�i�i the relationship
; :�
Steering from both for s��at�gi���tireetion,corr�mercial and
Committee organizations €��t1��at��performance, as well as issue
-�esolution.
• Executive review of operations and
, service delivery
• Development of any necessary
improvement p(ans
Service Senior leadership Quarterly Vertex will present quarterly operationaf
Delivery from both performance metrics and operational
Committee organization highlights.
• Review quarterly performance and
preview of plans for the upcoming
08 Redding Vertex-Schedule B—Governance Final Page 2 of 6
� 1 � . .� � ••
. .,.. :__ , .,.., ,,. .: _.., _ --
- ,
quarter
• Review Service Level performance
• Address any escalated issues
Operations Operationa( Weekly • The City of Redding &Vertex will
, Management managers from both review operational performance and
. Committee organizations service delivery initiatives.
• Review operationa) performance
• Review Support Incidents (Sls)
• Review Projects
• Review operational issues relating to
delivery performance
• Review continuous
improvements/opportunities
• Review work volume forecast
• Review operational issues relating to
�'�'����' delivery performance
2.1.1 The Executive Steering G�rC��riittee
The Executive Steering Cs�mmittee will rnee#�annually or as otherwise required, at a time and
location to be agreed b�ween the Exe�utt"v�e Steer��gCommittee representatives.
The Vertex Senior Executive Spot�s�r shall have;resp�srts�t�itity for scheduling the Executive
Steering Committee meetings.
The responsibilities of the fxecutive S�tei�`r�g Committee urrtt��be as�follows:
�. . � .,:� �.. � �
� • Discussing(ong-term businesSstrate�y; �
• Addressing any dispute escala'ted to it ft��im t�►e otiier boardsor teams;
• Evaluating the effectiveness of key initiatives to dnve peif�i'mance imp€roii�ment
• Ratifying revisions and amendments of the Agreement ���
,
�
_
2.1.2 Service Delivery Committee `
The Service Delivery Committee will meet not less than quarterly, at a time and location to be
agreed between the Service Delivery Committee representatives. Either Party may cal{an
extraordinary meeting of the Service pelivery Committee on giving five (5) business days prior
written notice where there are circumstances which the notifying party reasonably considers
exceptional. Any such notice will specify the reasons and background to the calling of an
extraordinary meeting.
The Vertex Delivery Lead shaN have responsibility for scheduling the Service Detivery
Committee meetings. He or she will also have primary responsibility for setting the agenda of
OS Redding Vertex-Schedule B—Governance Final Page 3 of 6
the meetings. Material for the meeting shail be shared,where reasonabiy practicabie, in
advance of the meeting. _
The responsibilities of the Service Delivery Committee will be as follows:
■ Reviewing each parties overall service performance;
■ Overseeing key initiatives to drive performance improvement;
■ Managing each parties compliance with the terms and responsibilities set forth in
the Agreement;
■ Managing the financial aspects of the Agreement (i.e.forecasts, invoices);
■ Performing resource and planning(e.g.forecast management);
■ Addresstttg.�ny'dispute:r�x issue escalated to the Service Delivery Committee from the
Rel�t�c�ttship Manager c+r��livery Leads;and
■ E3�s�ussing any other issue r�ated to the Agreement which either party wishes to add to
;
�h�agenda of any Service U�livery Committee meeting or any other obligation assigned to
�pursuant to the Agreern��it.
.
2.1.3 Operatii�n�Managet�ent Commtttee
The Operations Nlenager��r��-+Committ�e;ti�iill meet weekly by telephone or as otheruvise
required, at a time and #C�c�tion to be agr��r� between the Operations Management
Committee representattv�s.
The Vertex Delivery Lead�t�,all have res��r�`s�bility�:fi+p��scheduling the ongoing Operations
Management Committee m��t�r�g �ie or she�rtl��lsp��u� primary responsibility for setting
the standing agenda as wefl as a"�cepting adc�c���inal ageird�items from the Committee
members. Materia!for the meeting sha�#�e�shared, wher�t�easonably practicable, 24 hours in
advance of the meeting by the Verte�c[�����`ery Lead. Minu�es from the meeting along with
action items and decisions must be�+�#�t�+��articipantsz��I�terth�i�i�48 hours following
the meeting.
The responsibilities of the Operations Manageme"nt Committee ti�iill be as follows:
■ Reviewing and discussing day-to-day operational matters;
■ Discussing and reviewing operational matters related'�C►th�A�ree�ment and any problems
experienced in receiving and/or delivermg���eru�����n�'escalating as needed; �
■ Reviewing, discussing and where appropriate��approving any and all upcoming new service
requests, projects and reports submitted by either party since the last meeting;
■ Establishing plans for the periodic capture of performance feedback(actual and
perceived performance);
■ Reviewing and confirming Service Delivery Committee recommended changes to
the services;
■ ldentifying continuous improvement opportunities and structuring key initiatives to drive
more significant performance improvement;and
■ Managing any escalated issues.
OS Redding Vertex-Schedule 8—Governance Final Page 4 of 6
3 Governance Roles
� . . � ___..� _
� Each Party wirl nominate representatives to the various Gove�nance commi�tees;an" wi i ern�t�w�� ' ' `
those representatives to act on its behalf in respect of fulfilling the objectives of Governance and the
Agreement,subject onty to limitatians on such authority imposed by their respective charters and such
legal or regulatory constraints that may apply.
These representatives should adhere to the following guiding principles:
■ Our collaboration should aim to put the City of Redding's customers first;
■ We owe our customers nothing less than the very best we are capable of delivering given the
parameters of our Agreement;
■ Foster fair, productive and collaborative relationship between the City of Redding and Vertex,with
mutual respect; .,
■ Leverage Verte�t�s and�the City of F�edding's expertise;
■ Maintain detaifetl understanding arttt control through review and approval of key decisions;
■ Expect indivi€�uals to accept clear artd full responsibility for assignments and to be held accountable
for outco�ries;
■ Be honest irt,our dealings with each t�ther,even when the message may be unwelcome or contrary
to our own'self interest; .
�, .�
■ Exercise cre��i�tity and avoid being bound by the conventional wisdom;
■ Be proactive in��(attr�rr!�,��t�oblem,artttc�iatigemanagement;and
■ Maintain strong comrriu�nications�ancl�facilita�tt�g services to keep the City of Redding and Vertex
aligned on value and performatnce��expectation5. �:
These Governance roles inctude. _����>: ,
The City of Redding:
• City of Redding Relationship Manager:
This individual will manage the day-to-day re��tttinship with V�rtex; have.overall responsibility for
managing and coordinating the perfort�ance afthe obligatior�s��t�der t�te��lgreement,serve as the
primary contact point for commercia��ssues that�r�t�y ar��vixit�the Agt`eement including contract
change control and invoicing and who will act as the��irimary conta��b�`tween the executive
management of the respective parties.
• City of Redding Senior Executive Sponsar:
This individual will provide overall executive leadersh�p��nd,guitc���t�e to relationship, and serve as
the escalation point for key issues.
� ��.� ..�,
• City of Redding IT Lead:
This individual will serve as the primary contact point for IT plans and issues that may arise with
the Agreement.
Vertex:
• Vertex Delivery Lead:
This individual wiil manage the day-to-day operations of the Vertex delivery team; have overall
responsibility for managing and coordinating Vertex's perFormance of the obligations under the
Agreement inciuding contract change control, invoicing and who will act as the primary contact
08 Redding Vertex-Schedule B—Governance Final Page 5 of 6
between the executive management of the respective parties. He/she is responsible for the
effective leadership and administration of the Service Delivery Committee and the Operations
Management Committee.
• Vertex Senior Executive Sponsor:
This individual will provide overall executive leadership and guidance to relationship, and serve as
the escalation point for key issues. He/she is responsible for the effective leadership and
administration of the Executive Management Committee.
• Vertex Technical Account Manager:
This individual will have responsibility for overseeing the delivery of the Vertex IT solution,and for
interfacing with the City of R�dding on such topics as support incident management and review;�
release plannin�,[r����e�,�ttd��quality control.
�;, .
i
$
U'�
08 Redding Vertex-Schedule B—Governance Final Page 6 of 6
_. .,. ___. . ,__. ___ _ ._.
INSURANCE REQU�EMENTS __ _, .
FOR CITY OF REDDING CONTRACTORS/VENDORS
GL,AL, WC, and CRIME
The Contractor shall procure and maintain for the duration of the contract insurance against
. claims for injuries to persons or damages to properiy which may arise from or in connection with
the performance of the work hereunder by the Contractor, its agents, representa.tives, employees
or subcontractors. The cost of such insurance shall be included in the Contractor's bid.
Certificates of insurance meeting the following requirements shall be provided to the City of
Redding within fifteen (15) working days from the City's written notification of approval to
award the contract/�u�rChase o�'t�ex. Failure to provide the insurance certificates meeting the
City's requirements within fifteen;(15) working days may cause the bid to be rejected and the
contract awarded to the next low bidd�r,
Minimum ScoAe of Insurance
Coverage sh�ll be at least as broad as:
l. Insurance Services Q€fice Commercial General Liability coverage
2. Insurance Services Office ca�tering Autoit�2obile Liability, owned, non-owned and hired
3. Workers' Compensatian insurance as rec�ttired by the Sta.te of California and Employers'
Liability insurance along'�vith a waiver r��subrogatittn.
4. Crime and Dishonesty Insu�`��e�:�� '��
The following three items to fulfill the insuranr,�;�+e,�uirement are�eetied:
� 1) Certificate"of Insurance; Certifcate I��!lder shall be :�City of`Redding, its officers, �
oj'fieials, employees and volunte�'1�',�777 Cypres���4v�riue,Reddirig,CA 96001.
2) Additional Insured Endarsement--this is�s�parat�e from the,Certificate and must have
� the policy number on it linking it to the policy because the Ciiy�does not a��ept`Blanket
Additional Insured Endorsements"; and
3) Evidence of primary language either by endorsement or t�e'a,ettzal page(s) of the policy
�. .. ..
typically found in the "Other Insurance"section;�,f the�ofic�`;
-
Minimum Limits of Insurance
Contractor shall maintain limits no less than:
1. General Liability: $1,000,000 per occurrence/$2,000,000 aggregate for bodily injury,
personal injury and property damage. If Commercial General Lia6ititv insurance or
other form with a �eneral a��regate limit is used. the �eneral a�gre�ate limit shall
be twice the repuired per occurrence limit.
Insutance Requirements�ontractor 1M Revised 06/OS/2012 1
2. Automobile Liability: $1,000,000 per accident for bodily injury and property damage.
3. Employers' Liability: $1,000,000 per accident for bodily injury or disease.
4. Crime and Dishonesty: $1,000,000 for employee theft, forgery or alteration; inside the
premises-theft of money and securities; inside premises-robbery & safe burglary of other
property; outside the premises-money, securities, and other property; computer fraud;
funds transfer fraud; and money order and counterfeit money.
Deductibtes and Se1f�tsuii�Retenfions
Any deductibl��t se�lf-insured ret�i��,��s must be declared to and approved by the City. At the
option of the ��y, either: the insure��all reduce or eliminate such deductibles or self insured
retentions a��+�spects the City, its off��, officiais, employees and volunteers; ar the Contractor
>
shall proct�re-`a bond guaran�eein� �ayment of losses and related investigations, claims
administrati�r���nd defense expenses. � '
Other Insurari+ce;Provisions;.
The General Liability�arid�Autonnob��e�I;iabiltty p�licies are to be accomqanied bv annropriate
ISO Primarv and Additional�t,�,s�red endorsem;�tts to contain the following provisions:
1. The City, its officers, +�#�icials, empla��e�; agents�.and volunteers are to be covered as
insureds as respects: li�.t�tt� aris�t� t�ut of w��� �erformed by or on behalf of the
Contractor; products and�����pl��e�""opera��� c��`����.Contractor; premises owned,
occupied or used by the Contractor; or au���iles own „�eased, hired or borrowed by
�
the Contractor. The coverage shall �i��in no specia� �imitations of the scope of
protection afforded to the City, its o�t��'officiats,em�,[t�yees,agents or volunteers.
2. For any claims related to this pro,��ct, the C��tta�t����st�rance,�c���rage shall be primary �
insurance as respects the City, its officers, cr�e��t[s; employ�es; agents or.volunteers.
Any insurance or self-insurance maintained by the City, its o�"�ers, official�,°�rnployees,
agents or volunteers shali be excess of the Contractor insur��`e an��ttal��n�t`�contribute
with it.
3. Each insurance policy required by this cIause ��.l�b�r�tt�iorsed to state that coverage
shall not be canceled except after thirty (30) days �S�ior written notice has been�given to
the entity.
r
[r�sucance RequuementslContractor 1M Revised 06✓052012 2
4. Endorsements should be provided on standard ISO forms appropriate to job.
Primary and Additional Insured endorsements must be provided and are separate from the
certificate.Primary and Additional endorsements may:
• be an additional cost to the insured
• not be readily available
• need to be requested from the underwriter
Preferred endorsements CG 20 10 11 85 or CG 20 26 11 85
� Any insura;ttce or se1�=�ns�.irance mainta.ined by the City, its officers, officials, employees
or volunt�ers shall be excess c�r secondary of the insurance and shall not contribute with
it. Tt�e.�"t'ty needs eitker a�l'xrrmary Endorsement or a copy of tke actual policy tkat
shows,.lhe event sponsor's insuraHce is primary ("Otker Insurance" Section of the
policy is acceptable).
5. We DC!NOT ACCEPT endorsements or certificates with the wording, "but only in the
event of a named insured's sole negligence."
Acceptabiiitv of Insurers� �
Insurance is to be placed with iri�urers with a curret�t A.M.Best's rating of no less than A-:VII.
� . �;�,
� Veri�cation ofCoverage �_��;��. ���� �
Contractor shall furnish the City with���ceRificate� ��of� insura�ce and original endorsements
effecting coverage required by this clause ��t��+�ndorsements��re to be signed by a person
authorized by that insurer to bind coverage o�:its��behalf. All e�itiorsements are to be received
and approved by the City Attorney's offic��iefo�e the project ct��rnencesr` r
It is recommended that you fax this document to yc�t�r t�i"_surance comp�ny so they may prepare
the certificate and endorsements to meet City requirements. For nno�`information contact Chris
Carmona,Liability Risk Manager at ccarmona(a�ci.reddin .cg a.us
[nswance Requirements�Co�hactor IM Revised 06/OSf2012 3